Russian Federation
Russian Federation
Russian Federation
Russian Federation
Russian Federation
The modern period of development of tourist and hotel business is characterized by the further development of the processes of globalization and internationalization of markets. This article is devoted to the improvement of hotel personnel management processes in a cross-cultural environment. We consider cross-cultural relationships in the hospitality industry, an ethnocentric approach in the formation of a hotel chain culture, and cross-cultural aspects of personnel management that contribute to the formation of a corporate value system. The article discusses the problem of recruitment and effective management in a multicultural workforce. An analysis is made of the influence of national peculiarities of personnel from different countries on the formation of a corporate culture and, as a result, on the management style. The authors argue that the intersection of various national cultures in the conditions of the functioning of the international hotel chain leads to the formation of a new type of hotel personnel management. Based on the analysis of the problems existing in the hotel management of international hotel chains, a grouping of cross-cultural personnel competences was proposed using the reception and accommodation services as an example. Arguments are presented justifying the need to take into account the differences of each group in the work of the managers of the contact zone of the reception and accommodation services and in the process of serving the guest during their stay. Cross-cultural communication competences in the hotel industry are a new, higher level of personnel management. The expediency of applying effective methods of selection, continuous professional retraining and hotel personnel management that would take into account the cultural characteristics of employees, which is a key success factor for the organization of the hotel business, is argued. An algorithm for introducing cross-cultural competencies in hotel management through the use of educational management tools is given. The intercultural, interlingual competences used in hotel management represent the basis of a new approach to the high level of customer service of hotels. The authors come to the conclusion that this is one of the features and conditions for the safe existence of international chain companies of the hotel business.
hospitality industry, personnel management, cross-cultural management, cross-cultural communicative competence, multiculturalism, ethnocentrism, hospitality management
1. Belbin R.M. Tipy roley v komandakh menedzherov [Types of roles in management teams]. Moscow, HIPPO Publ., 2016. 232 p.
2. Klimovets O.V. Sovremennye podkhody v kadrovoy politike industrii gostepriimstva [Modern approaches in personnel policy hospitality]. Vestn. IMSIT [Vestn. IMSIT]. 2012, I. 3/4, pp. 10-13.
3. Kulinich M.A. Teoriya i praktika mezhkul'turnoy kommunikatsii [Theory and practice of intercultural communication]. Moscow, «FLINTA» Publ., 2017. 246 p.
4. Meshcheryakova M.C. Osobennosti mentaliteta personala gostinichnoy industrii Rossii [Peculiarities of mentality of the personnel of the hotel industry of Russia]. Vestnik universiteta [Bulletin of the University]. 2017. I. 4. pp. 181-185.
5. Meshcheryakova M.S. Vliyanie mentaliteta predstaviteley raznykh narodov na rynok gostinichnykh uslug Rossii [Influence of mentality of representatives of different Nations on the market of hotel services in Russia]. Materialy VI Vserossiyskoy nauchnoy konferentsii «L'vovskie chteniya» [Materials at the VI all-Russian scientific conference "Lviv readings"]. Moscow, GUU - TsEMI RAN Publ., 2018, pp. 176-180.
6. Myasoedov S.P. Kross-kul'turnyy menedzhment [Cross-cultural management]. Moscow, Yurayt Publ., 2018. 314 p.
7. Nikol'skaya E.Yu. Sovremennye problemy i perspektivy razvitiya gostinichnogo biznesa [Modern problems and prospects of hotel business development]. Put' nauki [Path of science]. 2015, I. 1 (11), pp. 65-68
8. Oganesyan A.P. Vliyanie innovatsionnykh tekhnologiy na stabil'noe razvitie predpriyatiy gostinichnoy industrii [Influence of innovative technologies on the stable development of the hotel industry]. Vestnik universiteta [Vestnik universiteta]. 2017, I. 11, pp. 46-50.
9. Solntseva O.G. Vliyanie mentaliteta na adaptatsiyu organizatsionnoy kul'tury v usloviyakh mezhdunarodnoy kompanii [Influence of mentality on the adaptation of organizational culture in an international company]. Vestnik universiteta [Vestnik universiteta]. 2019, I. 1, pp. 30-33.
10. Solntseva O.G. Innovatsionnye kontseptsii upravleniya v mezhdunarodnom biznese [Innovative management concepts in international business]. Aktual'nye problemy upravleniya-2017. Materialy 22-y Mezhdunarodnoy nauchno-prakticheskoy konferentsii [Actual problems of management-2017. Proceedings of the 22nd scientific and practical International conference]. Moscow, GUU Publ., 2017. pp. 221-224.
11. Solntseva O.G. Osnovnye faktory privlecheniya i uderzhaniya klientov v industrii gostepriimstva [Main factors of attracting and retaining customers in the hospitality industry]. Sbornik statey V Vserossiyskoy nauchnoy konferentsii «L'vovskie chteniya» [Collection of articles in the all-Russian scientific conference "Lviv readings"]. Moscow, GUU - TsEMI RAN Publ., 2017. pp. 159-163.
12. Chudnovskiy A.D., Zhukova M. A., Senin V.S. Upravlenie industriey turizma [Management of the tourism industry]. Moscow, KNORUS Publ., 2016. 438 p.
13. Gomez-Rey P. et al. The Impact of Cultural Dimensions on Online Learning / Gomez-Rey P., Barbera E., Fernáandez-Navarro F.// Journal of Educational Technology & Society. - 2016. - Vol. 19, No. 4. - R. 225-238.
14. Outreville J.F. Culture and Life Insurance Ownership: Is It an Issue? // Journal of Insurance Issues. - 2018. - Vol. 41, No. 2. - R. 168-192.
