Construction of the Customer-Oriented Competencies of the Hotel N Employees

In the hotel industry employees play a major role in providing quality services and building long-term relationships with guests. Recently, consumers of hotel services have become more demanding, and their requests are more diverse. And therefore, it is necessary to develop customer-oriented employees who can provide high-quality service, anticipate and satisfy the needs of the guests. The purpose of this master's thesis is to identify methods for construction of customer-oriented competencies among the employees of hotel N, as well as developing recommendations for their improvement. During the study, the main definitions were highlighted, namely, customer orientation, customer-oriented employees, competencies, customer-oriented competencies. Based on the analysis of scientific approaches to the formation of customer-oriented competencies among employees, interviews with experts were conducted, as well as questioning of the employees of Hotel N Front Office. According to the results of the study, conclusions were drawn, and recommendations were proposed for improving the system of customer-oriented competencies construction for employees of hotel N.