Risk-based control of main hotel processes

The hotel business is one of the fastest growing sectors of economy, but its growth is constrained by the decline in demand for services. The article substantiates the process approach to management in the hotel business organization. It ensures that managers focus on processes that are of value to the consumer, involving staff in achieving the ultimate goal - customer satisfaction, improving service quality, and increasing demand. Control in process management is embedded in the all processes, becoming a necessary part of it. This significantly reduces the cost of organizing and conducting control measures, reduces opportunistic behavior and staff resistance. The authors determine that the main processes include the processes of providing basic and additional services. Each process is always interconnected with several risks, with the realization of which the goal of the process will be unfulfilled or partially achieved. Based on empirical research, the authors identify groups of risks characteristic of the main processes: safety, production and technology...