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?