Process approach as a way to increase the competitiveness of domestic enterprises in the hotel and tourism sector

In the context of growing competition in the hotel business, the importance of the quality of services is increasing. Currently, the development of the hospitality and tourism industry is influenced by both international sanctions and state support measures. To ensure the sustainable development of the hotel, it is necessary to implement a quality management system (QMS). Due to the resource constraints of organizations, an effective way to solve the problem of quality improvement is the introduction of QMS for individual processes related to direct interaction with guests. The paper considers the process of the Room Service as one of the key end-to-end processes in a hotel enterprise, the improvement of the quality of which will bring the greatest positive multiplier effect due to the participation of different departments of the hotel enterprise in it.