THE IMPACT OF STAFF QUALIFICATIONS ON SERVICE QUALITY ASSURANCE AND CONSUMER ASSESSMENTS

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Natalia A. Zaitseva, Anna A. Larionova, Olga A. Astafeva, Evgeny A. Mozhelev, Mariya Y. Efremova, Dmitry A. Bakeev

Abstract

The current situation on the labor market is characterized by significant changes in the hospitality industry: the redistribution of qualified personnel to more stable sectors of the economy. In the most affected areas of activity (trade, hospitality industry, entertainment), there is a concentration of young and less qualified personnel, a decrease in the flow of migrants and temporary labor from other countries. The purpose of this study is to assess the impact of hospitality industry personnel skill level on service quality assurance and consumer assessments. The methodological basis of the study was general scientific methods of cognition, economic and statistical methods, methods of expert evaluation and correlation analysis. Article authors emphasized the personnel role in ensuring the quality of services and enterprises operation reliability, assessed the current changes in labor markets: the impact of the pandemic affected labor migration, employees' expectations regarding the wages level, working conditions. The study revealed a decrease in the attractiveness of working in hotels and catering establishments, in comparison with other areas of activity that showed higher resilience in a pandemic. According to the results of a three-year study, a relationship was revealed between the structure of personnel by education and work experience, both in the hotel itself and at other enterprises of the industry, and consumer assessments of the services quality in this hotel. The approach proposed by the authors of the article can be used by other enterprises in the hospitality industry interested in ensuring high assessments of the services quality and services through the formation of an optimal personnel structure.

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