Hotel personnel as the key to competitiveness in hotel services!!!
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Date
2025
Authors
Journal Title
Journal ISSN
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Publisher
Georgian National University SEU
Abstract
The significance of this topic stems from the rapid growth of the world's largest and most dynamic hotel service industry within the global economy. The paper confirms that this expansion has led to an increase in the number of competing firms, a heightened emphasis on service quality, and intense competition to attract new customers.
This study aims to identify the role of personnel as a factor in enhancing the competitiveness of hotel service companies.
The discussion centers on the notion of „competitiveness“ as an economic factor at both the national and hotel company levels. By analyzing relevant data, the paper explores the key characteristics used to evaluate the competitive position of hotel services, with a particular focus on service quality. The paper also analyzes the "SERVQUAL" model of hotel service quality alongside the international online travel agency BOOKING.COM. Both evaluate the essential aspects of competitive positioning for branded hotels, with a particular emphasis on quality, based on specific criteria.
Drawing on personal opinions and insights from various scholars, it becomes evident that visitors' perceptions of service quality are directly linked to the qualifications of hotel personnel specifically (their Individual Skills and Competence) and is recognized as the best indicator of service quality. Accordingly, personnel are considered the main factor in the competitiveness of a hotel service company.
The article also identifies challenges related to the existence of an incompetent workforce and demotivated personnel. According to the author analyses and insights from other scholars, these issues can be attributed to two primary factors: a two-year stagnation within the tourism sector and insufficient safeguarding of employees' labor rights.
In the concluding part of the research, the author presents personal views on the given issues and provides a recommendation aimed at addressing the identified challenges.
Description
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Keywords
Citation
"SEU & SCIENCE", N 19, 2025, pp. 122-138.