УДК 101.14

Глущенко Валерий Владимирович1, Шевелева Ирина Анатольевна2
1Московский политехнический университет, доктор технических наук, профессор Центра проектной деятельности
2Московский политехнический университет, старший преподаватель кафедры иностранных языков

THEORETICAL AND PRACTICAL PROBLEMS OF DEVELOPMENT OF THE GENERAL THEORY OF HOTEL BUSINESS

Glushchenko Valery Vladimirovich1, Sheveleva Irina Anatolevna2
1Moscow Polytechnic University, Professor of the Center for Project Activity
2Moscow Polytechnic University, Senior Teacher of the Foreign Languages Department

Abstract
The subject of the article are a number of methods, mission, goals, theoretical and practical problems of the General theory of transport systems, the object of study is the hospitality industry as part of the modern global sphere of service of economy and society, the aim of the article is the description of the theoretical and practical formation of the General theory of hotel business as the scientific, methodological basis of activities of organizations of hotel service, to achieve the set goal the following tasks are solved: examines scientific and methodological support of functioning of the organizations, providing hotel services; methodological provisions of the General theory of hotel business are developed; theoretical and practical problems of the General theory of hotel business are investigated; developed algorithm of designing, positioning and quality improvement of hotel services on the basis of the four-level model of hotel services, the article formed of the provisions of the General theory of hospitality as a theoretical basis of innovative development practices, the decision of actual problems of design and evaluation of service quality in the hotel industry, improvement of service level in the hotel industry, proposed a hierarchical system of models for the design, positioning, valuation and quality of services in hotel business, including functional decomposition view of hotels, developed a four-level model hotel services, methods of research are analysis and synthesis, historical and logical analysis, forecasting, systematic and comparative analysis, design, scientific novelty of the work associated with the development of key methodological provisions of the General theory of the hotel business, the definition of its theoretical and practical problems, developing a methodology for design and analysis of structures hotels, quality hotel services, to coordinate research and improve the effectiveness of the implementation of scientific achievements in practice it is proposed to create an Academy of hospitality.

Keywords: business, consumer., economy, efficiency, hotel, Management, properties, quality, service, theory


Рубрика: 08.00.00 ЭКОНОМИЧЕСКИЕ НАУКИ

Библиографическая ссылка на статью:
Глущенко В.В., Шевелева И.А. Theoretical and practical problems of development of the general theory of hotel business // Современные научные исследования и инновации. 2021. № 3 [Электронный ресурс]. URL: https://web.snauka.ru/issues/2021/03/94825 (дата обращения: 21.10.2021).

Article timeliness is connected with the fact that in terms of post-industrial development there has been observed the increasing value and segment growth of hotel service, not only perfection the traditional hotel services, but also it is offered new services, technology in this part the sphere of services, it is continued the formation of international networks of hotels. Herewith, on the one hand, the hotel business is developing under the influence of the processes of increasing population mobility under the conditions of globalization. However, on the other hand, the development of hotels may be a driver of the regional economic growth based on tourism.

This article hypothesis may be the statement that for the optimization and increasing of the stability level of the sector development

Hotel business, as part of a post-industrial service sector and factor development of the national economy a great role can play the formation and further development of the methodological foundations of general theory of the hotel business, the problem solving decision in theoretical and practical part.

The article aim is to determine the theoretical and practical problems of the general theory of hotel business as a scientific,

Methodological basis for improving the efficiency of activities hotel service organizations.

For achieving this aim, the following tasks should be solved:

- The scientific and methodological support of the functioning of organizations providing hotel services is researched,

- methodological provisions of the general theory of hotel business are developed

- theoretical and practical problems of the general theory of hotel business are researched.

The algorithm for designing, positioning and raising the quality of hotel services is developed on the base of models, standard representations of hotels and individual hotel services.

The article object is the sphere of hotel business as a part of the modern global sphere of service, economy and society.

The article subject is the methodological items, mission, aims, theoretical and practical problems of the general theory of transport systems.

Research analysis in the field of hotel business shows that in its development, this sector of the economy is based not only on the logical the method of research, but also on the historical method, especially, analysis, development, the hotel industry in pre-revolutionary Moscow [1,pp. 1543-1548],  on the studying  of the history of the hotel business development [2,pp. 24-27], studying the development of hotel business in the Novosibirsk [3,p. 228-235], Kursk region [4,pp. 69-78].

Much attention is given to the researching of legislative support in the field of hotel business and the foundation of the necessity to adoption the omnibus act on hotel activities [5, p. 48-52].

The methodological base for adoption of this law in Russia may be the main theory of hotel services developed in this article.

The researching of various aspects in the hotel business management are conducted: the essence and the structure of the customer service system [ 6, p. 369-373], methods of motivation of various categories of employees [7, p. 1271-1273], specifics of innovation activity [8, pp. 454-456].

The foundation of the establishment of the hotel business in small towns in Russia is carried out [9, p. 123-126]. The development of this sector of the economy leads to the necessity to develop the theoretical and methodological foundations of the hotel business [10, p. 2-3; 11, p. 2; 12, p. 2-3].

In the researching process, it is logical to study hotel activity as a part of the service sector [13, p. 13; 14; 15, p. 2-5] .

Hotel business is studied as an element of tourism activity [16, p. 2; 17, p. 307-311]. Particular attention is given to the value of the comfort level  [18, pp. 93-95], innovative technologies in the hotel industry [19, pp. 110-113], environmental technologies [20, p. 34-36].

The author emphasizes the practically oriented nature of bachelor’s degree training in the hotel business [21, p. 191-195], the necessity to improve the level of professional training in industry universities [22, p.103-111].

Herewith, the developed theory should be a part of modern science [23, p. 2-111], methodology of development of sphere of services [24, pp. 228-243], reflect methodology for the development of hotel business taking into account the need improving  the quality of hotel services [25, pp. 226-245].

Method.

The hotel industry should be considered as a part of the global service sector. In turn, the service sector, along with production and agriculture, appears as one of the three parts of the post-industrial economy.

A Service is any activity, event or benefit, which is the one of the participants in activities, is able to offer another participant and which has an intangible character and does not lead to the mastery of anything 13, p. 13.]

The service sector is considered as a complex socially significant economic activity, which is the object of study of the wide range of science (economy, marketing, management, sociology, law, computer science, psychology and other Sciences) [14; 15,p. 2].

In the 21st century in connection with globalization, the raising of population mobility is observed approximately in 50 times larger. Therefore, the activities of hotels can be considered as a part of the post-industrial socio-economic structure due to the active participation of the hotel industry in providing the infrastructure of modern globalization.

On the one hand, the hotel business is developing due to the influence of modern globalization. Manifestations of globalization can be considered: an increase in the number of hotels to serve a more mobile population; consolidation of hotels and their transformation into complexes for the provision of social and cultural services; the emergence and consolidation of international (transnational) hotel chains.

On the other hand, in the 21st century, the hotel business and its development create conditions for the continuation and acceleration of modern globalization, based on the intensification of economic and social contacts of representatives different countries and peoples; creation of new financial instruments for capital concentration (franchising, leasing, etc.).

Hotel service as a tool and a way to meet the social, economic, or technological needs of modern society and economy can be described by their advantages, disadvantages and specifics.

The content of social and economic essence of hotel services is described as the functions and role in production and consumption technologies. The functions of the hotel business can be considered as:

arrangement the infrastructure of global production management by social maintaining of  functioning  the international organizations, conferences, congresses, etc.;

- infrastructure support of global business and markets (accommodation of businessmen, negotiations, transactions, etc.);

- arrangement of conditions for temporary accommodation for  tourists, participants of  sport and cultural events (Olympics, world Championships, festivals, and more);

- arrangement  of opportunities for temporary residence of persons who work under a rotation system and migrant workers;

- providing social exchanges and contacts with conditions of temporary residence in safe and comfortable conditions for individuals and representatives of social groups;

- maintaining social stability under the conditions emergency situations by providing temporary accommodation for injured people;

- expanding the market possibilities under the conditions of inhabitation of structural changes and fluctuations in labor demand;

- arrangement of housing conditions for recreational recreation, participation in medical,  sports and entertainment, cultural and entertainment

events.

The consumers of hotel services are international organizations employees, businessmen, employees of organizations the needy of temporary housing within the territorial distributed business processes, and technologies of professional work, individuals those in need of contacts with relatives, traveling, undergoing treatment in other regions.

The socio-economic content of the hotel business should be considered providing the process continuity of meeting the needs

(Of individuals and social groups) in temporary accommodation.  According to Frederick Hertzberg, this need refers to hygienic needs, and within the framework of the pyramid of needs of Abraham Maslow, this need can be referred to the physiological needs of a person.

Hotel services may be classified according to a number of factors: resident’s social status; protective features and comfort; price level; special conditions (for tourists, people who arrived for treatment; passengers of transportation operations, etc.).

Hotel service has such features as the continuity of the processes of production and consumption of services, the use of technical means in the provision of services, the variability of quality, the non-preservation of hotel services [25 25, p. 226-245].

The variability of the assessment of the quality of hotel services is determined by the individual nature of the requirements and expectations of customers, the dependence of the level of hotel service on the qualification of staff, etc.

The analysis let give such definition of hotel services as: «hotel service is a business process based on the customer satisfaction during  their accommodation time in specially equipped and serviced rooms, perhaps in complex with additional services such as catering, hygienic character (shower, Barber, etc.), cultural entertainment and social and spiritual benefits».

The hotel service may also be considered as a specific service, which consists of the arrangement of safe and comfortable conditions for temporary guests’ accommodation in their interests, sleeping, rest for the physical recovery of the client receiving hotel and related services.

Under the technology of providing hotel services, we understand:

- The transformation method, the capital assets usage of hotels, intangible assets (brand, etc.), initial circulating assets into a finished product-a hotel service of a certain quality;

- system unification of the ways of provision of these services used to provide this service, tangible and intangible assets, staff development to meet the needs of customers in a time staying at the hotel territory.

On the Base of the analysis of researching approaches, hotels should be understood simultaneously as

-        firstly – the business activities (business);

-        secondly, as a form of practical technology, economic activities;

-        thirdly, as a methodology and a set areas of research the hospitality practices – the general theory

providing hotel services;

-        fourthly, as a theoretical and practical  oriented base of higher education of hotel staff and hotel chains.

The development of issues of quality standards of hotel services, improving the quality and stability of the quality of hotel services provided can be considered as one of the important theoretical and practical tasks of the general theory of hotel business.

However, as the researchers draw attention, at the beginning of the 21st century, there is still no complete theory of services that would classify and research existing practical and methodological approaches to the studying and management of service activities. Moreover, it again proves the timeliness of the topic this article and its focus on synthesis and description of a number of key theoretical and practical problems of the general theory of hotel business, and creation on this basis of a scientific base for improving the efficiency of the practice of providing hotel services.

Hotel business, understood as a business, can be as a separate part of the sphere of service and how the element is closely integrated with other segments of the services sector (post-industrial tourism [17, p. 307-311], museums [26, pp. 287-302], recreational medicine, etc.).

The necessity for the developing of the main theory of hotel business it is also confirmed by the fact that the Russian hotel industry (includes about 263000 hotel rooms, belongs to the category not well developed) has high perspectives [25, pp. 226-245].

The development of the general theory of hotel business is also timely because the hotel industry of our country needs in the methodological basis for its restructuring and modernization. In turn, the need for restructuring and modernization of the domestic hotel industry is determined by the fact that 80% of the hotel fund is located in facilities which were built in the past period of development. Now, the basis of the hotel fund consists of hotels with service at the level of economy class (3 stars) for domestic consumers [25, p. 226-245].

This part of hotels may not fully meet modern requirements, particularly for foreign customers (about 11% of them). This may hold development of international tourism in our country. Therefore, the formation of the general theory of hotel business can have a positive influence not only on the development of the hotel business itself, but also on tourism and museum business.

Within the global practice, in the interests of classifying hotels and their temporary accommodation services, a number of classifications are formed into next categories (categories) of hotels as (budget hotels, tourist class hotels, medium, first, as well as hotels of the highest category); such as in Italy, Spain. They are distinguished hotel categories from 1 to 4 Hotel service classification systems are formed by national state supervision and management bodies or self-governing public associations of hotel business representatives. At the same time, the participation of the hotels themselves in such a classification is not only mandatory, but also voluntary.

In our country, the classification of hotels was formed by Federal Agency Order for Tourism of the Russian Federation “On approval of the classification system of hotels and other accommodation facilities” in 2005.

Herewith, it is underlined that the concepts and definitions of hotels in our country often duplicate each other and they have no a clear scientific basis -[17, pp. 307-310]. It lets us consider the task of forming a scientific basis for the classification of hotels as one of the priority theoretical and at the same time practical tasks of the general theory of hotel business.

In the development process of the general theory of hotel business should be taken into account: the role of the consumer as a subject implicated in providing hotel services [6, pp. 369-373]; the existence of a list of integrated (complex) and separate indicators of the level of comfort of the interiors hotels [18,pp. 93-95]; innovative technologies in the hospitality case [8, pp. 454-456; 19,pp.  110-113] .  In the process of forming a detailed (general) theory of hotel business, it is recommended to take into account this area of activity, which is reflected in the technologies for making conditions for safe and comfortable temporary accommodation of guests, taking into account the aims of the hotel service organizations functioning, the available resources content, the business management system, and human resource management methods, specific needs of clients, communication organizations and marketing of hotel services.

The participants (subjects, actors) of the hotel industry functioning of the national economy may be recognized as the government regulatory agencies and management of the industry; organizations, producing hotel services, intermediaries, clients.

The complete theory of hotel business is a part of the modern scientific support of human life and may be considered as a part of the general theory of science (scientology) and the sphere of post- industrial service. Herewith, the science methodology is the complete theory is the most complete and productive form of scientific research, allowing not only to conduct a scientific analysis of practical processes, but also to predict their development [23 23, p. 2; 24, p. 228-243].

The comprehensive theory of hotel business will be called the scientific discipline aimed at the formation of scientific knowledge, technology research competence in the study of scientific aspects, methods, philosophy, tools, ideologies, methods, motivation, policy, the field of hotel service, create an innovative hotel services, marketing in the field of hotel services, the analysis of the results of economic and financial work of organizations of hotel services taking into account the interests of the competitiveness of society, the economy and the state.

In cognitive (gnostical) terms, the expanded theory of hotel business is represented as a methodology for studying, analyzing, diagnosing and managing the processes of scientific research of theoretical and practical problems and tasks observed in the field of hotel business.

Let’s describe the subject, object, functions, scientific method and roles the complete theory of hotel business.

The subject of a detailed (complete) theory of hotel business let’s call a body of legal, financial, marketing, economic, managerial relations (which are observed in the course of implementing hotel services), methods and for their researching tools and innovative development.

The object of the developed theory of hotel business can be considered as the hotel industry as a part of the national economy that provides temporary accommodation services to clients of various categories in need (tourists, people making business trips, etc.).

In the full theory of hotel business, the scientific method may be admitted as a set of techniques and principles, with the application of which an objective knowledge of the real processes of design, marketing, provision of hotel services and their socio-economic, including financial results is carried out.

It is necessary to describe the main functions of the expanded theory of hotel business.

In the development of the conceptual framework, theoretical instrumentarium and scientific research methodology in the hotel industry, its organizations, complexes and hotel services characteristics and their life cycle is the methodological function of the expanded theory of hotel business consists.

The processes of gaining, description, classification, accumulation, facts analysis and processes, problem and risks in the development of hotel activity include the cognitive function of the expanded theory of hotel business.

In the formation of tooling, methods, technologies of management by scientific research, management of innovative projects in the field of hotel business, development of practical recommendations for the subjects of hotel activity is a regulatory role (instrumental) function of the expanded theory of hotel business. In the scientific justification of the need for the formation and improvement of legislative acts regulating the development and innovation in the hotel industry, forms of responsibility for the provision of unsafe and/or low-quality servants are the legislative function of the development of the theory of hotel business.

In finding and determining the best (from the point of view of the accepted evaluation options) variations for the development of the hotel industry and its organizations, methods for ensuring environmental and safe modes of providing hotel services, is the optimization function of the expanded theory of hotel business.

Accumulation of historical data, assessment of the situation in the hotel industry (as part of the social environment and economy) in the future, taking into account the priorities of the development of definite directions of the hotel industry activity taking into account the achievements of scientific and technological progress covers the prognostic function of the expanded theory of hotel business.

The preventive function of the expanded theory of hotel business is the carrying out of maintenance programs according to the results of the forecast of the development of science and technology in the industry, the probability of crises in the industry.

The psychological function of the developed theory of hotel business is explaining to society the necessity of a positive perception of the development of the hotel industry, increasing the availability and quality of hotel services based on the achievements of scientific and technological progress.

The function of socialization of knowledge of the developed theory of hotel business is in translation of knowledge about the essence, functions, roles of the hotel industry in the conditions of post-industrial globalization, the impact of the development of hotel services on progress in business, society and the state.

The system-forming function of the developed theory of hotel business is the formation of knowledge that provides balanced innovative development of the industry; growth of customer service complexity; improving the quality of guest service; improving the efficiency of management in the hotel service.

Next should be considered as the roles of the developed theory of hotel business

-        providing of innovative development, the price compliance level, comfort and safety provided to clients of different  categories of hotel services;

-        increasing the level of processes balance of innovative development of the hotel industry, reducing the probability of unsuccessful projects, the emergence of crises in the hotel industry by improving the quality of scientific support for its development;

-        growth of profitability of functioning of organizations in the industry by based on the best use of scientific support activities;

-        Increasing the actuality level of scientific research and, at the same time, increasing the efficiency of using scientific knowledge in the hotel industry.

The laws of the expanded theory of hotel business may be defined as:

-        Hotel business is a structural post-industrial socio-economic globalization, providing increasing needs for temporary housing for an increasingly mobile population and increasingly distributed production systems, corporations;

-        the increasing differentiation of the necessities of consumers (businessmen, salesmen, shift workers, tourists, athletes, participants of recreational processes, etc.) leads to the expansion of the range and increasing differentiation of hotel services;

-        there is an increasing in versatility and complexity in the provision of hotel services;

-        the expansion of the list of customer requirements and the complexity of socio- economic processes lead to an increasing differentiation in the assessment of the functional completeness and quality of hotel services;

-        the development of the hotel business is considered as a consequence of the process of socio-economic globalization;

-        the expansion of the hotel business creates prerequisites for further development of globalization, integration of society and economy into global socio-economic processes;

-        the efficiency of business processes and technologies for the production of hotel services is at the same time of social, economic and cultural importance;

-        in connection with the growing complexity of business processes and technologies for providing hotel services, the level of support for this activity increases;

-        Arrangement and further development of the general theory of hotel business is appealed to increase the efficiency of practical use of scientific support for the functioning of the hotel industry and others.

The efficiency of the hotel business can be understood as its ability to achieve the aims in setting  for it and provided that no more than a certain amount of resources is spent, for a period of time not exceeding the specified one. The effectiveness of the hotel business may be considered from the point of view of various subjects.

The efficiency of the hotel industry for the state can appraise its ability to meet the needs of temporary housing for business and social processes of society, to serve international relations, to act as a source of tax revenues to the budgets of different levels (federal, regional, local budget).

Under the business process in the hotel business can be understood as a set of actions aimed at making a profit within the framework of providing temporary housing to customers.

The efficiency of business, business processes in hotel activities will be understood as the ability of the hotel business process generate profit in current activities and lead to capital growth in the long term.

The effectiveness of hotel activities for guests (clients) can be called the completeness of meeting the needs of customers in temporary housing within their effective demand.

As above mentioned, under the production technology of hotel services may be understood as a the system association of services involved in the production methods, instruments, technical means of qualification skills of employees of the organization of hotel services. Herewith, all technologies of hotel activity can be divided into basic (accommodation), auxiliary (cleaning, laundry, room service, reception) and providing (supply of linen, detergents, security, transport).

Discussion.

As the key theoretical tasks of the complete theory development of hotel service, may be recognized research in the interests of further development of the selected functions (system forming, cognitive, methodological, instrumental, legislative, and others) based on the integral use of knowledge from different fields of knowledge. For example, when solving the problem of developing the predictive function of the complete theory of hotel business, the problems of marketing, financial, scientific and technical forecasting can be studied in a complex development of the hotel industry and its individual organizations. The mission of solving theoretical and practical problems of the hotel business may be called a more complete satisfaction of the needs of individuals and society, increasing the socio-economic efficiency of the development of the hotel business.

The vision of the research methodologies development of and theoretical practical problems of hotel business can be considered inspirational the staff and the scientific community, industry scenario to that scientific discipline in recognized, scientifically significant and extremely a practically relevant and useful scientific direction that would lead to improving the social and scientific status of scientists engaged in research in the field of hotel business.

The production and providing of hotel services is related to the using and operating of buildings, structures, furniture, equipment, and household appliances. Herewith, at the beginning of the 21st century, hotels are complex, multifunctional technology-related complexes.

That’s why, one of the theoretical and practical tasks of the expanded theory of hotel business may be recognized as the formation of a complex of models for design, positioning and efficiency analysis business and competitiveness of hotel services both for  the industry level and in individual organizations.

In the interest of designing, positioning, and analyzing such objects, you can use the representation at the functional- decomposition level [ 25, pp. 226-245]. Within the framework of such representation, a table of functional portraits (functions and their implementing elements) may be formed. The following functions (rows) in this table may be considered: provision of living conditions for guests, room cleaning, laundry, room service, management (reception), delivery of linen, detergents, security, transport services for residents, catering services and more. In these columns of this table, there may be structural units involved in the implementation of all functions of hotel complex (Department of management, administrative Department, Laundry, safety Department, etc.). The intersection of the row and column is “+” or the complexity of works, if involved in the implementation of this function of the hotel complex. Summing up the amount of work on the column, you can determine the amount of work performed by the department for all functions taken together, then dividing this amount of work by the labor standard; you can calculate the number of employees of the department. In addition, it is possible to represent the structure of the hotel complex in the form of service contours. The outline servicing is a set of elements that ensure the implementation and / or control of one of the processes and / or parameters of this process [27, p3-12].

Under the expanded theory of hotel business using functional decomposition views and/or views in contours service aggregate-decomposition representation of hotels can be an analysis, design, and evaluation of business performance in hotels.

For analyzing temporary compatibility individual operations in the hotel business can be used cyclograms and Grant’s graphics

Network graphs or models can be used for analyzing the logical connection and timing of work implementation. The development of methods for modeling processes in the hotel business can be attributed to the methodological function or task of the expanded the theory of hotel business.

Within the framework of this task, a four-level product model can be used in the expanded theory of hotel business [24, p.228-243].

Let’s study the possibility of using this representation (model) in solving problems of design, analysis, and positioning of services in the hotel service. In the four-level representation of a hotel service, the first level shows its intended aim or benefit (meeting the needs of guests in temporary housing). The satisfaction degree of this necessity may  be evaluated by experts, for example, the number of stars of the hotel. The next (second) level of this hotel service presentation may be interpreted as a service in real performance and will reflect: the size of a hotel room; the number of places to stay in the room; the presence of sanitary-and-hygienic equipment, quality and the frequency of linen changes, availability of telephone, television and other devices, design of interiors of rooms, internal and  external design of the building, brand (brand name) of the hotel, etc. The third level of presentation of the hotel service (service with reinforcement) shows the possibility of obtaining additional next services: pre-order of rooms; discounts availability for regular clients; life and health insurance for the residence period and other. The fourth level of this representation is strategic, social, and environmental in nature and describes the long-term impact of this service on the social (society), economic (business), and environmental (environment) systems.

The hotel representation on its fourth level reflects positive effects of the hotel business in strategic development society and the national economy and, in particular, the integration of national economy into the international labour division through domestic security business contacts and labour migration; development social contacts, reduction of environmental costs in the hotel the case, the provision of insurance fund for housing, especially to meet the needs of those influenced by natural and man-made disasters and other.

The considered four-level representation (model) of services in the hotel business may be used in solving practical problems of designing, positioning, analyzing the quality and services pricing on the base of their consumer significance. Herewith, a four-level representation of a hotel service is suitable for solving practical problems of managing the quality of services provided and managing the brand of hotel complexes (branding).We describe the using of a four- level representation of hotel services in the interests of solving a practical problem of analysis quality of this type of service:

-        a four-level representation of the structure and the most significant properties of the service in the hotel service is formed;

-        for all levels of this representation and all features of service hotel are offered a scale for the expert assessment of the level of perfection (quality) of the studied service according to its specific characteristics (for example, on a ten-point scale, a system);

-        by the expert method through a specially formed expert group and on the base of a survey of guests is implemented the evaluation the service level separately for all characteristics, included in the four-level representation of hotel services;

-        on the base of a comparative analysis of the obtained expert data (estimation) with the projected indicators, a conclusion is made about the degree of compliance of each of the indicators with the level of hotel service declared by the owners and/or management of the hotel business, the detection of characteristics with insufficient quality is made;

-        economic, organizational, technical measures, options for improving the characteristics of the quality level of hotel services are being developed;

-        in the course of additional analysis, the most preferred options for improving the quality of hotel services are identified and determined;

-        the practical implementation of the option of measures to improve the quality of hotel services selected at the previous stage is carried out in the work of the hotel, monitoring of the practical effectiveness of the activities carried out and evaluation of the quality of services is carried out.

One of the key tasks of the expanded theory of hotel business may be considered as the making of a scientific platform in the hotel business, under the direction of which can be understood as a systematic combination of a complex of knowledge from different fields (management, marketing, technical service equipment, etc.), useful in the planning and effective provision of hotel services to customers.

Another important theoretical and practical task is to solve the problem of increasing the quality of higher education [22, p. 103-111] on the base of more effective integration of science, practice and education in the hotel business, as a result of increasing the completeness and acceleration of the processes of introducing scientific knowledge into the educational process and practice of hotels. With this integration of science, practice, and education, the results obtained in work [28, p. 25-40] can be useful.

For solving the formulated theoretical and practical problems of the development of the hotel industry and the developed theory of hotel business, it can be recommended to create a public association of practitioners, scientists, scientific and pedagogical workers (for example, the Academy of Hotel Business), whose mission could be interpreted as sponsoring scientific research, coordinating research, raising the efficiency of using research results.

Conclusion. In this article the theoretical and practical problems article are described the development of a complete theory of hotel business and for it in the article  was researched the modern state scientific, methodological providing of functioning hotel associations are formed methodical provisions total (complete) theory hotel business, describes the contents of theoretical and practical tasks of the general theory of the hotel business, the proposed analysis algorithm based on the use of models, standard representations of hotels and individual hotel services, it is proposed to make an academy of hotel management to coordinate scientific research.


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