PERSONNEL MANAGEMENT AND TRAINING FOR QUALITY SERVICE ARE KEY COMPONENTS IN SHAPING SERVICE QUALITY IN THE TOURISM INDUSTRY

Abstract

The role of personnel management and training in shaping service quality in the tourism industry is paramount and cannot be overstated. Focusing on the interaction between personnel management and quality service, this article analyzes strategies and methods in personnel management aimed at enhancing service levels and customer satisfaction. Emphasis is placed on training processes and their role in preparing personnel for the tourism sector. The article meticulously examines quality management aspects in tourism enterprises, defining their peculiarities and key characteristics. The essence of the concept of «quality» is characterized, and various types of quality are explored. Consequently, tourism enterprises are recognized not only as service providers but also as creators of products that must ideally meet consumer demand. Research findings affirm that in the context of competitive battles and expanding service offerings, tourism enterprises should pay special attention to the management and training of their personnel. The study argues that effective quality management in tourism not only ensures customer satisfaction but also influences the position of the enterprise in the industry and its market resilience. Thus, the article asserts the necessity of focusing on the development of quality management strategies and continuous personnel training as key elements of successful operations for tourism enterprises in the current era of globalization and high competition. The scientific novelty of the article can be interpreted as an exploration in an integrated approach to personnel training management in the context of service quality, taking into account modern challenges and trends in the tourism industry. Practical significance lies in the development of specific recommendations for businesses in the tourism sector to improve training for achieving high-quality service while considering global trends and innovations. The author's contribution lies in the thorough analysis of contemporary trends in personnel management and training in the context of individual characteristics and their impact on service quality. Effective training programs aimed at developing key skills and competencies necessary for successful tourism business operation are explored. This research underscores the need for a systematic approach to studying personnel management and training in the tourism sector, which will enhance business efficiency and ensure high-quality service delivery. The work identifies strategic directions for further research in this area to ensure the sustainable development of the tourism business.