The role of key behavioral events in managing employee behavior at hotel-restaurant enterprises

Abstract

The article aims at studying the essence of the concepts of "behavior", "labor behavior", "organizational behavior", and determine the zone of correlation between the areas of intersection of organizational and labor behavior. The results of the study made it possible to identify the key behavioral events in the professions of waiters and maids in the context of functional and dysfunctional behavioral events as tools of influence on managing employee behavior at hotel and restaurant enterprises. The article characterizes behavioral levels of managerial influence, analyzes, summarizes, and systematizes behavioral events within units of observation of various forms in manifestation of employee behavior. In the course of the study, a methodology for assessing functional and dysfunctional behavioral events for the Hotel Bratislava Enterprise (Kryvyi Rih) was proposed and the scoring of the behavioral events for this hotel was calculated. The authors provided recommendations for maximizing the effectiveness of functional behavioral events and minimizing indicators of dysfunctional behavioral events. To increase the efficiency of management processes regarding employee behavior at hotel and restaurant enterprises, the authors proposed a scheme for monitoring the communication climate, which allows the enterprise to promptly respond to employee behavior in the context of interaction with the customers of the establishment and provides the management of the hotel enterprise with a tool for targeted managerial influence on the communications at the enterprise.