DIGITALIZATION OF CUSTOMER SERVICE IN HOTEL ESTABLISHMENTS OF UKRAINE

The article highlights the impact of digitalization on the functioning of the hotel business in Ukraine, in particular, the peculiarities of service in hotel establishments are considered on the example of a settlement. The service process in hotel establishments is quite stable and has not changed for many years. Of course, each state and individual hotel may have specifics of the service process, which may be regulated by certain regulations, orders, at different levels, or the policy, features, and technological process of an individual hotel enterprise. However, the modern world needs to take into account innovations in the implementation of business processes, and hotel enterprises of Ukraine were among the first to actively use digital documents in service activities. The purpose of the article is to study the impact of digitalization on changes in the guest service process and the features of using digital guest documents and the Diia application when registering guest accommodation. The standard hotel check-in procedure and the updated procedure using digital documents are considered. The experience of hotel enterprises, which were the first to start the implementation of registration of customer accommodation based on digital documents, is characterized. The procedure of identity verification using digital documents is characterized and the features of checking digital documents are considered. Two options for the use of digital documents in hotels were identified and characterized — the sharing scenario and the Diia.QR scenario. The creation procedure and features of Diia.QR in hotel establishments were characterized and the advantages of its use were revealed. All the obtained results of the conducted research on the peculiarities of digitalization of the hotel industry in Ukraine were analyzed, systematized, grouped and summarized in the form of schemes that can be used both in the process of training future specialists and for further research by scientists.