THE ROLE OF MANAGEMENT SYSTEMS IN ENHANCING THE TOURIST CUSTOMER EXPERIENCE

The current global market landscape has necessitated that businesses in the tourism and hospitality industries adapt to evolving trends and expectations of their end customers in order to achieve and enhance their competitive edge. Ever since the COVID-19 pandemic, end customers have changed their approach to travel and stay at tourist destinations and accommodation facilities, establishing new priorities. Today’s travellers are no longer content with more efficient methods of booking accommodation or purchasing transportation tickets to desired destinations. They now seek safe and secure accommodations, high-quality service, personalized tourist offerings, fulfillment of expectations, and more direct communication with hotels. This has led to changes in communication between hotels and guests, the digitalization of business processes, and related aspects. Consequently, tourism and hospitality organizations must increasingly focus on meeting the needs of the modern traveller. One of the tools that can assist in this endeavour is the implementation of international management system standards. Compliance with specific management system standards enables organizations to better adapt to new trends and customer requirements, such as food safety in restaurants and hotels, environmental protection, energy efficiency, passenger data security, health safety, etc.