Organization of services for people with special needs at enterprises of the hotel and restaurant business
DOI:
https://doi.org/10.26906/EiR.2023.3(90).3029Keywords:
organization, inclusion, person with special needs, enterprise, hotel, restaurant, business, hotel-restaurant businessAbstract
The article explains the concepts of "disability", "person with a disability", "modern hospitality industry", "hotel and restaurant business". Based on the analysis of domestic scientific works, the analysis of factors and factors of interaction in the formation of the system of inclusive service at the enterprises of the hotel and restaurant business were identified: the influence on the characteristics of the enterprise of the hotel and restaurant business; influence on the level and quality of service provision, taking into account clients of the category of people with special needs (special menu, technical requirements for the entrance parts of the premises, presence of a call or quick response button, available medical, social and psychological services, which are included in the special service level of provision services); level of service regardless of the social status and characteristics of human needs; organization of the image in the field of service taking into account the inclusion of the individual. Two groups of factors are separated for the presence of the characteristics of the enterprise itself and the presence of the accommodation services parameter, which led to the development of the author's interpretation of the system of inclusive service at the enterprises of the hotel and restaurant business, which is divided into three main stages: the first is the provision of universal service for people with special needs (informational, medical , social, psychological, advisory, etc.); next (second) – access to all premises of the institution, including internal equipped rooms, halls, rooms, etc.; final (third) – availability of a special shuttle and an equipped parking space for people with special needs. Prospects for further research are related to the diagnosis and generalization of the obtained results regarding the disclosure of the significance and relevance of the existing features of the organization of services for people with special needs at the enterprises of the hotel and restaurant business.
References
Vlasovets D. O. (2019) Rol ludskykh resursiv u menedzhmenti hotelno-restorannoha biznesu [The role of human resources in hotel and restaurant business management]. Menedzhment XXI stolittia: suchasni modeli, sratehii, tekhnolohi: zbiryk prats VI Vseukrainskoho naukpvo-prakrychnoi internet konferentsii (Vinnytsia, Ukrainian, Oktober 22nd, 2018). Vinnytsia: VTEI KNTEU, 539 p. (in Ukrainian)
Hirniak L. I., Sopiha V. B. (2018). Formuvannia kulrury ta yakosti obsluhovuvannia u hotelno-restorannykh pidpryiemstvakh [Formation of culture and quality of service in hotel and restaurant enterprises]. Naukovii visnyk Uzhhorodskoho natsionalnoho universytetu – Scientific Bulletin of the Uzhhorod National University, no. (21), part 1. Uzhhorod: UzhNU, pp. 50–55.
Hozhenko O., Tymoshenko K. (2021) Orhanizatsiia hotelno-restorannoho biznesu [Organization of hotel and restaurant business]. Hotelno-restorannyi ta turystychnyi biznes: realii ta perspektyvy: tezy dopovidei VII Vseukrainskoi studenstkoi naukovo-praktycnoi konferentsii (Kiyv, March 18, 2021). Kyiv: KNTEU, 538 p. (in Ukrainian)
Zavalnuk V. V. (2016) Rozrobka metodyky proektuvannia marketynhovoi pidsystemy d systemi stratehichnoho upravlinnia innovatsiiamy [Development of the marketing subsystem design methodology in the system of strategic innovation management]. Prychornomorski ekonomichni studii – Black Sea Economic Studies, no. 7, рp. 112–116. (in Ukrainian)
Zakon Ukrainy «Pro osnovy sotsialnoi zakhuchenosti osib z invalidnistiu v Ukraini» № 875-XII 06.11.2022 [Law of Ukraine On the Basics of Social Protection of Persons with Disabilities in Ukraine No. 875-XII November 6, 2022]. Available at: http://surl.li/yima (accessed August 21, 2023).
Konventsia pro prava osib z invalidnistiu: document 995_g71, 19.06.2023 [Convention on the Rights of Persons with Disabilities: Document 995_g71, June 19, 2023]. Available at: http://surl.li/yima (accessed September 27, 2023).
Malska M. P. (2012) Hotelnyy biznes: teoriya ta praktyka. 2-he vyd. pererob. ta dop. [Hotel business: theory and practice. 2nd edition processing and additional]. Kyiv: Centr uzbovoi literatury, 472 p. (in Ukrainian)
Marshelenko M., Kropyva O. (2019) Osoblyvosti orhanizatsii posluh hostynnosti pry rozmichenni i obsluhovuvanni ludei z invalidnistiu [Peculiarities of the organization of hospitality services when accommodating and serving people with disabilities]. Innovatsiini tekhnolohii v hotelno-restorannomu biznesi: tezy dop. VIII Vseukrainskoi naukovo-prakrychnoi konferentsii (Kyiv, March 20, 2019). Kyiv: NUKHT, pp. 216–217. (in Ukrainian)
Metodychni rekomendatsii shchodo vprovadzhennia pryntsypiv universalnoho dyzainu vid 06.08.2015 [Methodological recommendations for the implementation of the principles of universal design dated August 6, 2015]. Upravlinnia mistibuduvannia ta arkhitektury Dnipropetrovskoi obladministratsii. Dnipropetrovsk: Dniprop. obl. derzh. adm., 77 p. (in Ukrainian)
Postonov V. V., Lukianets A. V. (2020) Osoblyvosti formuvannia ta pidtrymka imidzhu pidpryiemstv hotelno-restorannoho biznesu [Peculiarities of image formation and maintenance of hotel and restaurant business enterprises]. Pidpryiemnytstvo ta innovatsii – Entrepreneurship and innovation, no. (14), pp. 63–67. (in Ukrainian)
Silchuk L. O. (2021) Suchasni tendentsii rozvytku obsluhovuvannia u hotelnomu hospodarstvi na prykladi hoteliv merezhi “Hyatt” [Modern trends in the development of service in the hotel industry on the example of hotels of the "Hyatt" chain]: "Bachelor's" qualifying work. Kyiv National Linguistic University. Kyiv. 86 p. (in Ukrainian)
Simakova O. O., Nikolaichuk O. A., Slantseva O. O., Popova S. Yu., Popova V. V. (2020) Problemy udoskonalennia orhanizatsii obsluhovuvannia na pidpryiemstvakh hotelno-restorannoho hospodarstva [Problems of improving service organization at hotel and restaurant enterprises]. Visnyk Khmelnytskoho nationalnoho uneversytetu - Bulletin of the Khmelnytskyi National University, vol. 1, no. 4, pp. 181–185.
