2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
2024 State of Marketing Report – by HubspotMarius Sescu
https://www.hubspot.com/state-of-marketing
· Scaling relationships and proving ROI
· Social media is the place for search, sales, and service
· Authentic influencer partnerships fuel brand growth
· The strongest connections happen via call, click, chat, and camera.
· Time saved with AI leads to more creative work
· Seeking: A single source of truth
· TLDR; Get on social, try AI, and align your systems.
· More human marketing, powered by robots
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
This article is all about what AI trends will emerge in the field of creative operations in 2024. All the marketers and brand builders should be aware of these trends for their further use and save themselves some time!
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59
Key takeaways:
• Learn how to use ChatGPT to add AI power to your testing and test automation
• Understand the limitations of the technology and where human expertise is crucial
• Gain insight into different AI-based tools
• Adopt AI-based tools to stay relevant and optimize work for developers and testers
* ChatGPT and OpenAI belong to OpenAI, L.L.C.
ChatGPT is a revolutionary addition to the world since its introduction in 2022. A big shift in the sector of information gathering and processing happened because of this chatbot. What is the story of ChatGPT? How is the bot responding to prompts and generating contents? Swipe through these slides prepared by Expeed Software, a web development company regarding the development and technical intricacies of ChatGPT!
Product Design Trends in 2024 | Teenage EngineeringsPixeldarts
The realm of product design is a constantly changing environment where technology and style intersect. Every year introduces fresh challenges and exciting trends that mold the future of this captivating art form. In this piece, we delve into the significant trends set to influence the look and functionality of product design in the year 2024.
How Race, Age and Gender Shape Attitudes Towards Mental HealthThinkNow
Mental health has been in the news quite a bit lately. Dozens of U.S. states are currently suing Meta for contributing to the youth mental health crisis by inserting addictive features into their products, while the U.S. Surgeon General is touring the nation to bring awareness to the growing epidemic of loneliness and isolation. The country has endured periods of low national morale, such as in the 1970s when high inflation and the energy crisis worsened public sentiment following the Vietnam War. The current mood, however, feels different. Gallup recently reported that national mental health is at an all-time low, with few bright spots to lift spirits.
To better understand how Americans are feeling and their attitudes towards mental health in general, ThinkNow conducted a nationally representative quantitative survey of 1,500 respondents and found some interesting differences among ethnic, age and gender groups.
Technology
For example, 52% agree that technology and social media have a negative impact on mental health, but when broken out by race, 61% of Whites felt technology had a negative effect, and only 48% of Hispanics thought it did.
While technology has helped us keep in touch with friends and family in faraway places, it appears to have degraded our ability to connect in person. Staying connected online is a double-edged sword since the same news feed that brings us pictures of the grandkids and fluffy kittens also feeds us news about the wars in Israel and Ukraine, the dysfunction in Washington, the latest mass shooting and the climate crisis.
Hispanics may have a built-in defense against the isolation technology breeds, owing to their large, multigenerational households, strong social support systems, and tendency to use social media to stay connected with relatives abroad.
Age and Gender
When asked how individuals rate their mental health, men rate it higher than women by 11 percentage points, and Baby Boomers rank it highest at 83%, saying it’s good or excellent vs. 57% of Gen Z saying the same.
Gen Z spends the most amount of time on social media, so the notion that social media negatively affects mental health appears to be correlated. Unfortunately, Gen Z is also the generation that’s least comfortable discussing mental health concerns with healthcare professionals. Only 40% of them state they’re comfortable discussing their issues with a professional compared to 60% of Millennials and 65% of Boomers.
Race Affects Attitudes
As seen in previous research conducted by ThinkNow, Asian Americans lag other groups when it comes to awareness of mental health issues. Twenty-four percent of Asian Americans believe that having a mental health issue is a sign of weakness compared to the 16% average for all groups. Asians are also considerably less likely to be aware of mental health services in their communities (42% vs. 55%) and most likely to seek out information on social media (51% vs. 35%).
AI Trends in Creative Operations 2024 by Artwork Flow.pdfmarketingartwork
This article is all about what AI trends will emerge in the field of creative operations in 2024. All the marketers and brand builders should be aware of these trends for their further use and save themselves some time!
A report by thenetworkone and Kurio.
The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).
Trends In Paid Search: Navigating The Digital Landscape In 2024Search Engine Journal
The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands.
It’s important that you’re ready to implement new strategies in 2024.
Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024.
You’ll learn:
- The latest trends in AI and automation, and what this means for an evolving paid search ecosystem.
- New developments in privacy and data regulation.
- Emerging ad formats that are expected to make an impact next year.
Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape.
If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.
5 Public speaking tips from TED - Visualized summarySpeakerHub
From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world.
With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively.
The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage.
Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience.
See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers
See the original article on Forbes here:
http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b
ChatGPT and the Future of Work - Clark Boyd Clark Boyd
Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world.
Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance.
For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age.
Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.
A brief introduction to DataScience with explaining of the concepts, algorithms, machine learning, supervised and unsupervised learning, clustering, statistics, data preprocessing, real-world applications etc.
It's part of a Data Science Corner Campaign where I will be discussing the fundamentals of DataScience, AIML, Statistics etc.
Time Management & Productivity - Best PracticesVit Horky
Here's my presentation on by proven best practices how to manage your work time effectively and how to improve your productivity. It includes practical tips and how to use tools such as Slack, Google Apps, Hubspot, Google Calendar, Gmail and others.
The six step guide to practical project managementMindGenius
The six step guide to practical project management
If you think managing projects is too difficult, think again.
We’ve stripped back project management processes to the
basics – to make it quicker and easier, without sacrificing
the vital ingredients for success.
“If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.”
Dr Andrew Makar, Tactical Project Management
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...Applitools
During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59
Key takeaways:
• Learn how to use ChatGPT to add AI power to your testing and test automation
• Understand the limitations of the technology and where human expertise is crucial
• Gain insight into different AI-based tools
• Adopt AI-based tools to stay relevant and optimize work for developers and testers
* ChatGPT and OpenAI belong to OpenAI, L.L.C.
Unlocking the Power of ChatGPT and AI in Testing - A Real-World Look, present...
Гостиничные предприятия в индустрии гостеприимства_Социально-культурный сервис.pptx
1. Дисциплина OIG 3304 «Основы индустрии
гостеприимства»
Для студентов специальности
5В090400 «Социально-культурный сервис»
Автор: ст.преподаватель Кучер В.Н.
Кафедра: Инженерное предпринимательство и маркетинг
Слайд-лекция
«Гостиничные предприятия в индустрии
гостеприимства»
2. 1. Гостиничная услуга: понятие, свойства;
2. Понятие «гостиница», классификация гостиничных
предприятий и средств размещения ЮНВТО;
3. Стандартная казахстанская Классификация средств
размещения;
4. Нормативно – правовая база гостиничного бизнеса;
5. Стандарты обслуживания в гостинице.
ПЛАН ЛЕКЦИИ:
3. Услугами средств размещения является деятельность
исполнителя по размещению туристов и оказанию
гостиничных, специальных (лечебно – оздоровительных,
санаторных, спортивных, туристских и других) услуг.
1 ГОСТИНИЧНАЯ УСЛУГА: ПОНЯТИЕ, СВОЙСТВА
Услуги размещения являются продуктом деятельности
гостиниц или любого другого предприятия
предназначенного для проживания.
4. Черты услуги, определяющие специфику услуг размещения:
1. Неотделимость производства от потребления услуги;
2. Невозможность хранения;
3. Неосязаемость;
4. Сезонность колебания спроса;
5. Высокие фиксированные затраты;
6. Непостоянство качества;
7. Услуга- процесс, протекающий во времени.
5. Под гостиницей понимается предприятие,
предназначенное для временного проживания.
2 ПОНЯТИЕ «ГОСТИНИЦА», КЛАССИФИКАЦИЯ
ГОСТИНИЧНЫХ ПРЕДПРИЯТИЙ И СРЕДСТВ
РАЗМЕЩЕНИЯ ЮНВТО
6. Гостиницы характеризуются следующими
признаками:
- состоят из номеров,
число которых
превышает
определенный минимум;
- имеют единое
руководство;
- предоставляют
разнообразные
гостиничные услуги;
- сгруппированы в
категории и классы в
соответствии с
предоставляемыми
услугами, имеющимся
оборудованием и
стандартом страны;
7. Гостиничные предприятия различаются:
- по вместимости;
- числу мест для проживания;
- числу номеров.
Койко-место - площадь с
кроватью, предназначенная
для пользования одним
человеком.
Номер - помещение, состоящее из одного или нескольких
мест, оборудованное в соответствии с требованиями,
предъявляемыми к гостинице данной категории.
8. В международной практике принята
стандартная классификация средств размещения,
разработанная экспертами Всемирной туристской
организации (ВТО). В соответствии с ней все
средства размещения делятся на коллективные и
индивидуальные.
Коллективные средства размещения
подразделяются на предприятия гостиничного
типа и специализированные.
9. К коллективным средствам размещения
гостиничного типа относят:
гостиницы;
мотели;
клубы с проживанием;
пансионаты;
меблированные комнаты;
общежития.
10. К специализированным средствам
размещения относятся:
- санатории;
- профилактории;
- дома отдыха;
- туристские приюты, стоянки и др.;
- туристские, спортивные базы, базы отдыха;
- дома охотника (рыбака);
- конгресс-центры;
- кемпинги;
- ботели;
- флотели;
- ротели.
11. К индивидуальным средствам размещения
относятся:
- квартиры;
- комнаты в квартирах;
- дома;
- коттеджи, сдаваемые внаем.
Отнесение к тем или иным средствам
размещения определяется законодательными
актами и нормативными документами каждой
страны.
12. Категорийность гостиниц обозначают
символом * (звезда)
Количество звезд увеличивается в соответствии
с повышением качества обслуживания и
оборудованием гостиницы.
Для гостиниц установлены категории от одной
до пяти звезд.
Для мотелей – от одной до четырех звезд.
13. Классификация услуг проживания и терминология,
представленные в нормативных документах Казахстана и
Стандартной международной классификации видов
деятельности в туризме (СИКТА), принятой Евростатом и
ВТО, существенно отличаются.
В различных странах мира для обозначения
категорийности гостиниц и других средств размещения
применяются различные символы – от звезд во Франции и
Казахстане до корон – в Англии. Попытки введения
унифицированной международной классификации
гостиниц до настоящего времени не увенчались успехом.
3 СТАНДАРТНАЯ КАЗАХСТАНСКАЯ КЛАССИФИКАЦИЯ
СРЕДСТВ РАЗМЕЩЕНИЯ
14. Различают большие и малые гостиницы.
ВТО рекомендует считать под малой
гостиницей – гостиницу с количеством номеров
до 30.
Другая точка зрения заключается в том,
что малая гостиница – это такая гостиница,
которая может обслуживаться и управляться
членами одной семьи.
15. 1. отдельные
услуги и группы
услуг;
2. продукт
«гостиница» как
комплекс услуг;
3. расширенный
продукт.
При рассмотрении гостиничных услуг как продукта выделяют
три уровня услуг:
16. Гостиница как комплекс, как единый продукт
– это второй (средний) уровень. Он состоит из
множества отдельных услуг: квалификации услуг
горничных, качества услуг кухни, портье, метрдотелей
и т.д., которые составляют первый (внутренний)
уровень.
Продукт «гостиница» в соединении с
компонентами предложения местности, дополняющими
созданные в гостинице услуги, составляют
расширенный продукт «гостиница» - третий (внешний)
уровень.
17. Деятельность предприятий размещения
характеризуется следующими показателями:
• количеством номеров (количеством мест);
• классностью (категорийностью);
• коэффициентом загрузки;
• набором услуг;
• стоимостью услуг.
4 СНОРМАТИВНО-ПРАВОВАЯ БАЗА
ГОСТИНИЧНОГО БИЗНЕСА
18. Для осуществления замкнутого технологического цикла
обслуживания гостей в гостинице предусмотрены следующие
основные службы:
• Служба бронирования;
• Служба обслуживания;
• Служба приема и расчетная часть;
• Служба эксплуатации номерного фонда.
Это минимальный набор служб, обеспечивающих
предоставление основных гостиничных услуг, служб
может быть больше или меньше приведенных выше.
19. Функции служб:
- Бронирование;
- Окончательный расчет при выбытии;
- Регистрации по прибытии;
- Различные виды обслуживания;
- Предварительная оплата.
20. Важнейшие требования, предъявляемые к
персоналу контактных служб:
• опрятный и привлекательный внешний вид
(соответствующая прическа, маникюр, макияж, одежда,
украшения и т.д.);
• безупречная манера поведения;
• знание этики и психологии общения;
• коммуникабельность;
• знание иностранных языков;
• ограничение возраста (например, для портье по
приему — возраст до 30 лет).
5 СТАНДАРТЫ ОБСЛУЖИВАНИЯ В ГОСТИНИЦЕ
21. Среди специалистов в области гостиничного и ресторанного
менеджмента популярна классификация персонала контактных
служб, которая включает следующие типы:
«замороженные» — персонал, медленно реагирующий на
обращения и просьбы гостей, не проявляющий никакой личной
инициативы, чтобы чем-то гостям помочь, очень редко
улыбающийся;
«гастрофабрика» — персонал, создающий обслуживание по типу
конвейера, когда мнение гостей вообще не учитывается;
«дружеский хаос» — ничего не делающий по существу, но
одновременно любезный, вежливый и улыбающийся персонал;
персонал, предоставляющий обслуживание с высоким качеством.
Важнейшими требованиями, предъявляемыми к персоналу
неконтактных служб, являются наличие специального образования и
опыт работы в данной сфере.
22. 1. Базовые элементы качественного обслуживания индустрии
гостеприимства;
2. Роль качества обслуживания в повышении экономической
эффективности гостиничного бизнеса;
3. Охарактеризуйте основные черты услуги, обеспечивающие
ее способность удовлетворять определенные потребности;
4. Классификация средств размещения, разработанная
экспертами Всемирной туристской организации (ВТО);
5. Типология гостиничных предприятий, получившая
распространение в мировой практике гостиничной индустрии;
6. Классификация персонала контактных служб гостиничного и
ресторанного бизнеса;
7. Функции основных служб гостиниц.
КОНТРОЛЬНЫЕ ВОПРОСЫ ДЛЯ СРС
23. РЕКОМЕНДУЕМАЯ ЛИТЕРАТУРА:
1. Байлик СИ Гостиничное хозяйство Организация, управление,
обслуживание: Учеб пособие - 2-е изд, перераб и доп - М.: Дакор, 2006 -
288 с.;
2. Балашова ЕА Гостиничный бизнес Как достичь безупречно
сервиса-М: 000 "Вершина", 2005;
3. Бойко МГ, Гопкало ПМ Организация гостиничного хозяйства:
Учебник - М.: Киев нац торг-экон ун-т, 2006 ~ 448 с.;
4. Ефимова О.П. Экономика гостиниц и ресторанов: учебное
пособие (О.П. Ефимова, Н.А.Ефимова , Т.А. Олифиренко; под
редакцией Н.И. Кабушкина.-2-е изд., испр..-М.: Новое знание, 2005,-392
с.;
5. Лойко О.Т. Введение в специальность «Социально-культурный
сервис и туризм»: Учеб. пособие. – Томск: Изд-во ТПУ, 2001.– 96 с.;
6. Линн Ван Вук Ваген Гостиничный бизнес. Серия «Учебное
пособие», Ростов н/Д; Феникс, 2001. – 416 с.;
7. « Правила классификации мест размещения туристов» от 11
ноября 2008 года № 01-08/2008, Министерство туризма и спорта РК.