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POJiJin 3. TexHonoaiR 36ymy mypucmu'IHozo npoiJyKmy

Ha Harny AYMKY, TMIIOBY MO)l.err:o opraHi3a:o;ii: CTPYKTJ'PM 36yry CJii,Il YAOCKOHaJIMTlf IliiDIXOM BIIpOBa)l.)I(CHIDI crreu;iarr:oHOl CTPYKTYPM, m< yrrpaBJUIIOqo'irri.IlcMcTeMM CHCTeMH 36YTY (pMc. 3.6):

KepiBHHK rypHCTHqnoro

nmnpHCMCTBa

YnpaB.JUliO'lliH IIpOLJ;yr<TOBIIM

IIOTOKOM (BIIKOHaB'lliH AIIpeKTOp)

36yroBa Mepe)Ka: npeLJ;CTaBHIIKII,LJ;liCTpii6yropii, AIIJiepii

Puc. 3.6. Op2a1ti3a14iiiHa cmpyKmypa ynpaelliHH5136ymoM mypucmuttH020 nionpucMcmea

BrrpOBa,roKCHIDI IIOCa,Jllf yiipaBJUIIOqoro IIpO,IlyKTOBHM IIOTOKOM 3a6e3rreqye KOOp,IlHHaiJ;iiO ,IliJIJI:OHOCTi OCHOBHHX CJICMCHTiB ,IlaHOfO IIOTOKy: impopMaiJ;iiO Bi,Il IIOCTaqarrbHHKiB, KOMIIJICKTaiJ;i}I Ta 36yT TYPHCTHIIHoro rrpO,IlyKTy. 3apa3 <i>YHmi'iyrrpaBJUiroqoro rrepeHOC}!TbC}I Ha BHKOHaBqoro )l.HpeKTopa T)'PHCTHqHOrDlll,IliipH- €MCTBa, }!KlfM BHKOHYE :me M: 6e3rriq o6oB'}!3KiB 3 opraHi3au;iii:Hiii: po60Ti. H~HicTh 3arrporroHoBaHoro HaMM Koop,IlHHyiOqoro u;empy CTBOpiOE rrepe.IlJ'MOBH,IlJIH 3Hlf)I(CHH}I BTPaT Hey3rO,Il)l(eHocn Ml)l( erreMeHTaMH (rraHKaMH) IIpO,IlyKTOBOfO IIOTOKy, IIJ;O )l.03BOIDI€ 3a6e3rreqHTH opiEHTOBaHiCTb BCbOfO IIOTOKY Ha BHKOHaHH}I IIOTPC6 CIIO)I(HBaqiB. lJ,H MO,Ilerr:o rrepe,Il6aiiaf rrepe)l.j'MOBH ,IlJI}I IIOCTyrrOBOl TPaHC<i>OpMa:o;i'iB CHCTCMY yrrpaBJiiHH}I MapKCTHHfOM, KOJIH yrrpaBJUIIOqHM rrpo,IlyKTOBHM IIOTOKOM rrepeTBOp10€TbC}I B yrrpaBJUIIOqoro MapKCTHHfOM qlf B 3aCTYIIHHKa ,IlHpeKTopa 3 MapKeTHHry, :mo rri,IlBHIIJ;yf M:oro BHYTPinm:oo<PipMOBHM craryc.

111

OPfAHI3AJ.liR TYPHCTH'IHHX no.qOPO)I(EH

,ll,mr BerrHKHX rypncTnqHnx rri,[(rrpm:MCTB-ryporrepaTopiB MO)J{Ha 3arrporroH}'BaTH Tai<y MOOeJlb cnelJialli3o6aHoi" cmpyKmypu ynpa6JliHHJl36ymoM (pHC. 3.7).

<l>yHKI.l,il oupeKmopa 3i 36ymy IIOIDifaiOTh B opraHi3al.l,il 36yTOBOfO rrpouecy HK IIOTOKOBOl CHCTeMH. BiH Bi,[(IIOBi,[(ae 3a KOOp,[(HHal.l,iiO ,[(iHJihHOCTi BCiX IIi,[(p03JJ:iJiiB IIiJJ:IIpHE:MCTBa, a TaKO)J{ IX opiE:HTOBaHiCTh Ha BHKOHaHH1l 3aMOBJieHh Ta 3aJJ:OBOJieHH1l IIOrpe6 CIIO)J{MBaqiB.

lJaCTHHY CBOlX IIOBHOBa)J{eHh JJ:HpeKTOp JJ:errerye yrrpaBJUIIQqoMy rreBHHMH erreMeHTaMH 36yToBoro rrpouecy. Crri,[( BHJJ:iJIHJIH Haif6iJihlll BeJIHKi 6JIOKH 36yTOBOl CHCTeMH IIiJJ:IIpHE:MCTBa, HKi oqoJIIOIOTh BiJJ:IIOBiJJ:HO: 1) yrrpaBJUIIOqHif 3i 36yTy, OCHOBHHMH cpYHKUWMH 1lKOfO e yrrpaBrriHIDI 36yTOBOIO JJ:i1£JihHiCTIO IIiJJ:IIpHE:MCTBa B UirrOMY Ta fOJIOBHOfO JJ:eiiapTaMeHTY ( Ocpicy), 30KpeMa; 2) yrrpaBJUIIOqHif ¢irri1£MH, B KOMIIeTeHI.J;OO JIKOfO BXO,[(HTh yrrpaBJIJIHIDI 36YTOBOIO JJ:iHJihHiCTIO cpirriif (y TOMY qncJii if perioHaJIDHHX) rriJJ:rrpneMcTBa; 3) yrrpaMJIIOqnif KaHaJiaMH p03IIOJJ:irry, B o60B '1l3KH 1lKOfO BXOJJ:HTh CTBOpeHH1l BJiaCHOl p03JJ:pi6HOl Mepe)J{i IIi,[(IIpHE:MCTBa, BH6ip KaHaJiiB p03IIOJJ:iJiy Ta opraHi3al.l,rn po6oTH 3 HHMH.

 

 

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lVJ: MOJJ:eJih MO)J{e 3a3HaBaTH pi3HOMaHiTHHX 3MiH 3aJie)KHO

Bi,[( Macuna6iB rri,[(rrpneMcTBa Ta lioro THrry, piBHH crreu;iaJii3au;i1,

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112

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ilpH MO)J;CITIOBaHHi CTp)'KTypH yrrpaBniHH~ 36YTOM BapTO BpaXOBYBaTH iHTerpau,ill:Hi 3axo)J;H. Bi;::(rroBi)J;HO )J;O 30BHinmix YMOB o6HpaeThC.SI «BHrrepe)J;)KaiO"la», «3BopoTHa» Ta «ropH30HTaiThHa» iHTerpau,i.SI. 3a TaKIIx YMOB <jlyHKIJ,ioHanhHa cTpyKTypa OIIepau,iHHOl CHCTCMH TypHCTH"'HOrOIIi)J;npHE:MCTBa BH):(03MiHIO- E:ThC.SI. TaK, 3a YMOB «BHIIepe,[()K)'IO"'O'i»iHTerpau,i'i36yry («)J;oropH»)

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TaKa MO)J;CITh 3aCTOCOBYE:ThC~ B rrpaKTH"'Hili ni.srnhHOCTi TypHCTH"'Hororri;::(rrpHeMcTBa TOB «CAM», .SIKe iHTerpyeThC~ 3 TOB «CAM - 3arropi)K)K.SI», TOB «CAM -Typ» Ta iHIIIHMH 36YTOBHKaMH-nocepe)J;HHKaMH.

3a yMoBH «3BOpOTHhOi» iHTerpau,i'i («)J;OHH3Y») <jlyHmioHanhHa CTpYKTypa Mae TaKHH BHriT51):{, ~K Ha pHC. 3.9, IIlO 03Ha"lae o6'e)J;Ha~ 3 O,l(IDIM "'ll)J;CKllhKOMa IIOCTa"laJihiDIKaMH T}'PHCTH"l- HOrO IIJJUIPHE:MCTBa-orrepaTOpa B naHIJ,lOry IIpOCYBaHH.SI IIpO)J;YKTY·

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Puc. 3. 9. (]>yHKLf.iOHOJZbHa onepaLf.i(ma cucmeMa nionpuc:McmBa-myponepamopa 3 iHmezpaLf.iCJo 36ymy «ooHu3y>>

CrpaTeri5! BHKopHcTaHm zopu3oHmaRbHoi' iHmezpaZJii', 5!Ka IIOMrae B o6'e,nHaHHi<f>ipM, ll(O BMrOTOBMIOTh (qff peani3YJOTh) CXO)I(FfH IIpO.nyKT Ha pHHKY Ta rrpH3HaqeHa .[{M 3aBOIOBaHH5I 6inhiiiOi qacTKM pHHey. A.rre TaKa iHTerpa:u;i5.£ MO)I(e 3a3HaBaTM Ollopy ,nep)l(aBHHX aHTHMOHOIIOnhHMX opraHiB.

BepmuKMbHa iHmezpaZJifl non5Irae B o6'e.[{HaHHirypHCTFfqHHX (roTenbHHX) ni,nnpH€MCTB 3 rri,nrrpHEMCTBaMH TypiH,nycTpii qff roTenhHOi cy6crpYKrypH 3 MeTOIO IIOBHOro KOHrpOniO Ha.[{ rrpoUeCOM ITOCTaqaHH5I, BHp06HMUTBa Ta o6cnyrOBYBaHH5I CIIO)I(FfBaqffi.

<I>opMYJOqif crpaTeriiO iHTerpauiiiHoi noniTMKH ni.nnpH€MCTBa, cni,n BpaXOByBaTH BeCb KOMITJieKC i"i rOCITO.[{apCbKOi .[{UrJihHOCTi, y TOMy :-Hc~i H MO)I(nffBOCTi Ta BapTiCTh «TOBaporrpoBi.[{HOl» Mepe)l(l B UlJIOMy.

114

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OnKe, eKOHOMi"tJHa e¢eKTIIBHiCTh 3aiipOITOHOBaHHX yripaBJiiHChKHX MO,[(eJieH Bll3Haqa€ThC.H 3a ,[(OIIOMOrOIO aHarri3y OCHOBHHX IIOKa3HHKiB po60TH IIi,UIIpll€MCTBa, TaKHX .HK: ,[(OXi,[( (Map)l(a) TyponepaTopa, KOMiciii:Ha BHHaropo.ua rypareHTa, npH6YTOK Ta peHTa6errhHiCTh.

3.4. Opzani3at~,iR o6cllyzo6y6aHHR mypucmi6

fOJIOBHHM ,[(JI.H ycrriiiiHOl po60TH ¢ipMH TypareHTa Ta 6iJihIIIOCTi MaCOBHX TyponepaTOpiB € B,[(aJia opraHi3a:u;m o6crryroByBaHH.H TypHCTiB, BH6ip TaKHX 3aco6iB KOMYHiKaUiH, .HKi 6y.UYTh 3py<IHHMH ,[(M IIOTeHUiHHOfO CIIO)l(llBaqa Ta CIIpHUH y po60Ti 3 HHM Typ¢ipMH. Y 3B '.H3KY3 UHM BllHHKaiOTh ,[(Ba IIOH}!TT.H: BH6ip MeTO,[(iB rrpo,Ua)l(y Ta HaJiarO,[()l(eHH}l e¢eKTHBHHX KOMyHiKaUiH 3 KJI1€HTOM.

Memoi>u npoi>aJIC)l - ue cyKyrrHicTh npuii:oMiB mo.uo 3,Uiii:cHemu~ Bci_x ocHOBHHX onepauiii:, rroB'.H3aHHXi3 6e3rrocepe.u-

HhOIO pearr13aU1€IO TypiipO,UyKTY CIIO)l(HBaqaM.

KoMyniKau,iR - ue npouec ,[(BOCTopoHHhoro o6Miey i.ue.HMH Ta iH¢opMauieiO, mo CIIpH}l€ B3a€MOIIOp03yMiHHIO.

IlpHMOM KJiiE:HTa Ta BCTaHOBJieHIDI KOHTaKTY 3 HHM

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IlpOIT03HQiH TypiB (pi3HHX 3a HaiTpHMOM, KJiaCOM) B acopniMeHTi

Bu6ip mypy (noCJJyz) ma ofjJOpMllemut Ja.MOBJlennR (6ponwBannR)

OcpopMneHIDI npaBoBi):(HOCHH Ta p03paxyHOK 3 KJiieHTOM

lHcpOpMaQiMHe 3a6e3neqeHHH TypHCTa Ta ocpopMneHIDI ):(OKYMeHTiB

Ee3nocepe):(He o6cnyroByaaHIDI Ta KOHTPOJih 3a HKicno Ha):(aHHX nocrryr

Puc. 3.1 0. Ilpot(.ec o6cRyzoeyeaHI-l5l mypucmie 6 mypcjJipMi

115

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npo Mapiiipynf ITO.ll,OpO)l(eH Ta 6a30Bi ~iHH Ha OKpeMi HanpHMH, TypH-KaCKa.ll,H Ta MO)l(llHBiCTh 3.ll,iHcHeH~ ITO.ll,OpO)l(i B 3a3HaqeHi ITOTeH~iHH~M CITO)l(HBaqeM )J,aTH. _8i.ll, BMiHHH npOBe.ll,eH~. T~HX

rreperOBOplB Ta pe3yllhTaTIIBHOCT1 3Me)l(IITh ITOBTOpHe Bl.ll,Bl.ll,y- BaH~ TypcpipMH. ToMy .ll.llH po6oTII B Kon-ocpicax TyporrepaTOpChKIIX cpipM, a TIIM 6illhiiie .ll,llH po60TH 3 KllieHTaMH B cpipMaXTypareHTCTBaX ni.ll,6HpaiOTh KOMyHiKaTHBHHX cniBpo6iTHHKiB, HKi BOllO.ll,iiOTh TeXHiKOIO MOBil, OCHOBaMII ITCHXOllOfil Ta 6i3Hec-

KOMyHiKmin, MaiOTh npm:MHHH fOllOC Ta BMiiOTh nepeKOHllHBO

.ll,OHOCIITH iHcpOpMa~iiO.

,l.(o 3aranhHIIX rrpaBHn rrpoBe.ll,eHHH TenecpoHHIIX nepero-

BopiB Bi.ll,HOCIIThCH:

1. TOH (3alle)l(HTh Bi.ll, ITCHXOllOri~HOfO THITY cniB6eci.ll,HHKa): CITOKiHHIIH, yneBHeHIIH, BBiqniiBIIH, ITOCll~IIBIIH, pa.ll,icHIIH,

ane He ITIIXaTHH qH MllOCHHH.

2.1iiTKicn, Ta IIIBH.ll,KiCTh MOBlleH~.

3.llpaBHllhHiCTh BIIMOBII (cniB i OKpeMHX 3BYKiB).

4.He npHrrycTHMicTh cneHry.

5.He rrpnrrycTIIMicTh )l(yBaH~ a6o po3MOBH 3 )J,eKmhKOMa CTiiB6eci)J,HHKaMH.

6.He .ll,onycTHMa i rrpHMa 6pex~, HaBiTh HeHaBMHCHa;

7.lliBH.lJ,Ka peaK~iH Ha 3anHTaH~ cniB6eci.ll,HHKa Ta :Horo iHTOHar.:d'i.

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«Ta-maK», «36iCHO», «Po3yMiJO», «3po3yMiflO», ane He po6iTh ue Ha.ll,To ~acTo.

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UHcppH ( OC06llHBO HOMep KOHTaKTHOfO TenecpoHy).

116

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11.A6corriDTHO He rrpMiiiDITHi 4>pa:m: <<lli», Ha rroqaTKY peqeHIDI

<<5! He 31-taJO». Kpame cKa:mTn: <<XopoUle 3anumaHHfl. JlKUfO 003BO!lume, fl ymoiJH10 I.Je omz eac»; «Bn BMHHi»; «Mn He

3MO)l(eMO Il,bOTO 3p06l1Tl1».

IlpaBHJia npoBeJJ,eHHH TeJiecpouunx neperonopin:

TeJlerjJouywmb BaM:

1.CrryxaBKY crri.n 6pani nicJUI rreprnoro a6o .npyroro ,IJ;3BiHKa, y KpaHHbOMY BMIIa,n;Ky - IIiCJUI 'IeTBepTOfO.

2.Y KO)l(HiH <!>ipMi a60 HaBiT!, y KO)l(HOfO MeHe,IJ;)l(epa Mae 6yTM cB05I t!JopMa Bi.nnoBi,n;i Ha Terret!JoHHMii ,IJ;3BiHoK. KpiM Toro, y <PopMyrriOBaHHi MO)l(e npo3ByqaTn iM'5I MeHe,n;)l(epa. 5IKmo BHyrpiiiiHi CTaH,n;apTM <!>ipMH ,ll;03BOJI5IIOTb, <!>opMa Bi,IJ;ITOBi.[(i Ha ,[(3BiHOK Mae 6yTl15IKOMOra HaHMeHIII CTaH,n;apTHOIO.

3.5IKmo ,[(3BiHOK nporryHaB rri,n; qac 6eCi,[(M 3 KITieHTOM, MeHe- ,[()l(ep BH6aqaeThC5I i 6epe crryxaBKy, npoMoBJUie cTaH.napTey <!Jpa3y i IIOBi,IJ;OMJUI£, mo B ,n;aHHH MOMeHT 3aHIDITHH Ta ,[(OMOBJ15I£TbC5I npo nepeHeceHIDI p03MOBl1. ll,MM BiH BH5IBJUie IIOBary ,[(0 CIIiB6eci,[(HMKa, 5IKHH Bi,[(qyBae ce6e 3060B '5I3aHMM. 5IKm:O IT006iiJ,5IJ1ll rrepe,D;3BOHMTM, TO He 3a6y,[(bTe BMKOHaTH o6ill,5IHKY.

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-BHfiaqHTHC5I nepe,[( nepiiiMM CITiB6eci,IJ;Hl1KOM;

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6.5IKmo Toii, mo ,[(3BOHMTh TIMTae 3aiiiDIToro MeHe,[()l(epa, 3amrraere y Toro, mo ,[(3BOHMTh, mo iioMY rrepeBa)l(HO - noqeKaTM 3aKiHqeHIDI iHIIIOl p03MOBM a6o 3B '5I3aTMC5IIIi3Hiiiie.

117

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