CLIENT-CENTERID APPROACH AND PERSONALIZATION AT THE HOTEL BUSINES

Abstract

In modern conditions, when the recent COVID-19 pandemic has dealt a serious blow to the tourism and hospitality industry (canceled tours, lost jobs, disrupted new projects, etc.), there is a need to change approaches to business and marketing concepts. After the pandemic, the industry will enter completely new conditions, and these are conditions of uncertainty and lack of control of many processes. In this situation, the process of survival and successful functioning of hotel enterprises requires a certain transformation of both service technologies and approaches to in-teraction with the consumer. This article focuses on the application of a client-centered ap-proach and offers directions for its implementation in the hotel business. Within these areas, some technological innovations that are relevant for hotels in modern conditions are presented, as well as the skills of employees that contribute to adaptation in a dynamic environment.