THE ROLE OF STAFF EMOTIONAL AND CULTURAL INTELLIGENCE IN FORMING COMPETITIVENESS HOSPITALITY INDUSTRY
In the hospitality industry, guests are provided with a standard set of services. However, in order to create a positive impression of a hotel, its employees must be able to find a special approach to their guests. In today's globalized world and the hospitality industry, emotional intelligence and cross-cultural competence in serving guests of different nationalities becomes important. Cross-cultural and emotional competence of employees is an important aspect of strategic and corporate management in the hotel industry. The authors of the article focus on considering the problem of the formation of cross-cultural and emotional competence of the personnel of the contact zone of a hotel enterprise. The specificity of cross-cultural interaction in the hotel business is preliminary revealed and the need to take into account the cross-cultural characteristics of customers of different nationalities in the process of servicing at hospitality enterprises is substantiated.