11 June 2025 | 15:00–16:30Moscow, VDNH, Pavilion 55, Conference hall 2
Common Hospitality Standards: The Competitive Advantage of Service Quality
Russia is actively establishing common service quality standards in the hospitality industry to enhance the industry’s competitiveness, meet guests’ expectations, and strengthen their loyalty. The introduction of such standards includes the optimization of business processes, staff training, the use of innovative solutions to differentiate companies, and tools for the real-time monitoring of service. Adapting the market to the new demands for classifying tourism industry facilities requires an analysis of changes in customer expectations, with an emphasis on personalization, speed of service, and digitalization. The country’s regions have had success introducing standards, while customer retention is achieved through premium service, forecasting demand, and an individual approach, which creates sustainable advantages for the regions. How can the successful regional experience be adapted to improve the quality of services in other territories? What helps to quickly respond to industry demand? What are some successful regional and business practices for creating service quality standards and building customer loyalty?
Moderator
Fateev Maxim Vice President, Chamber of Commerce and Industry of the Russian Federation; General Director, Expocentre
Panellist
Volkov Aleksey President, National Hospitality Industry Union
Grusha Georgi Director of the Department for the Implementation of Tourism Projects, Ministry of Economic Development of the Russian Federation
Mihaleva Yulia Deputy Director, Russian Quality System (Roskachestvo)
Seleznev Artem
Filipenkova Olga First Deputy Minister of Economic Development of the Altai Republic