CURRENT TRENDS IN THE DEVELOPMENT OF IT-TECHNOLOGIES IN THE HOSPITALITY INDUSTRY

The article shows the role of information technology for the hospitality industry. It is proved that the priority task of hotel and restaurant business enterprises is the development and implementation of innovative technologies. The problem of complex automation of management activity on the basis of modern information technologies and means of telecommunication is actualized. The classification of information technology is given. Attention is focused on the problems of introduction of information technologies in the activities of enterprises of hotel and restaurant business. The main directions of proposals of information innovative solutions are considered. The system of customer relationship management (CRM) is proposed for use in hotel and restaurant business. The architecture of CRM enterprise of hotel and restaurant business, which reflects the system of interrelated elements and connections between them, is given. The features and possibilities of using the CRM system in enterprises of hotel and restaurant business are characterized, mechanisms aimed at strategic planning in the sphere of building relations with consumers and at the sphere of management and improvement of operational processes are provided. The most common and unified CRM systems used in the hotel and restaurant business are analyzed: MaxiBooking, CLOFFHotel, Logus HMS, Otelix, Bnovo PMS. The research results proved that AmoCRM is the leader in automating work processes in the modern information technology market, the reference service program that ensures coordinated work of staff and a high level of service in terms of components, functions, tools, platforms on which it works, the leader in automating work processes in the modern information technology market, the reference service program that ensures well-coordinated work of staff and a high level of service. The advantages of using CRM for enterprises of hotel and restaurant business and for consumers of their services are provided. It is confirmed that the use of the CRM-system creates conditions for the transition of relations between the enterprise of the hotel and restaurant business with consumers and suppliers to a qualitatively new level.