World Monitor Magazine, Economy WM_April 2019 web version (2) - Page 29

EXPERT OPINION service sector from the point of view of an owner investing in hotel business here and now? Experience has proved that vital importance in solving this problem is the right selection of managerial staff: those professionals who can train the team, and fill gaps in education or lack of practical experience of line employees and middle managers. It is difficult to overestimate significance of competent management. Moreover, on-job training can yield astounding results, especially since the concept of hospitality is an integral part of our culture. The effect of such trainings can be achieved rather quickly, but for a sustainable result there is a set of additional measures which are required to maintain and improve achieved service level. One of such mandatory measures is to encourage employee engagement. The results of numerous surveys and studies conducted on this topic showed that strategic programs for interaction with employees are the basis for redefining and improving the quality of service, which in turn stimulates customers┬┤ loyalty, subsequently leading to increase of a market share. Another effective tool to increase employees interest in achieving overall success for the company and, consequently, improving the quality of services provided, are motivational programs. Being one of the most dependent and vulnerable sectors from the perspective of human factor, hotel industry is constantly searching for new ways of staff motivation. From classic tools in the form of bonus plans and upsell programs to the aforementioned strategic programs for employee engagement and loyalty. Last but not least, the important pillar when working with staff to improve quality of service is the presence of service standards, a benchmark for each of operational directions in a hotel. While in international hotels the situation with ensuring proper service level in the context of shortage of qualified personnel is facilitated by the presence of clearly defined standard operational procedures, for independent Kazakhstani hotels this process is more complicated due to the lack of uniformed service standards. This surely affects the quality of service, and as a result the "experience" of guests. Is there a direct dependency between service quality in a hotel and commercial success of its business? The answer is absolutely positive. In the current market of fierce competition, winners will be those who acknowledge that people are key if not to everything, but to a big proportion of it. 1. 2018 Travel and Hospitality Industry Outlook by Deloitte com/content/dam/Deloitte/us/Documents/ consumer-business/us-cb-2018-travel-hos- pitality-industry-outlook.pdf 2. World Tourism Organization, 2018 Year- book of Tourism Statistics, Compendium of Tourism Statisticsanddata files. 3. World Development Indicators: Travel and Tourismby World Bank. supported by EUROBAK 27