Automation of customer service in the hotel industry

Abstract

The article examines the issue of improving the quality of customer service thanks to the automation of management processes and service provision. So, software tools, a CRM system, are defined that allow you to automate routine tasks, improve the quality of service, create a single control center for various communication channels, collect a detailed customer base, optimize the collection of analytics, and monitor the work of employees. For convenient guest service, it is proposed to use the capabilities of mobile devices in the form of an application, which will differ in the features of the hotel, corporate policy, customer orientation and development cost.