MANAGING EXPERIENCES IN THE HOSPITALITY INDUSTRY: TRENDS AND CHALLENGES
The article describes the main current trends in consumer behavior and their impact on the activities of hotel enterprises. The claim for personalization in the service, the lack of live communication, the transience of time, the desire to be successful, fatigue from the pace of life and other changes in consumer behavior have an impact on all sectors of the economy, including the hotel business. The article identifies the main changes in the work of hotel enterprises that have occurred due to these trends, examines the main activities of hotels to create positive emotions and unforgettable experiences for guests, as well as provides examples from foreign experience. In addition, the author draws attention to the problems that may arise in hotels when transferring this experience to their company.