Faton Haziraj1
Përparim Qahili2
Faton Sherifi3
1University of Bitola “St. Kliment”, Faculty of Tourism and Hospitality Ohrid, North Macedonia,
E-mail: fatonhaziraj1978@gmail.com
2University of “Goce Dellchev” Faculty of Tourism and Business Logistics, Shtip, North Macedonia,
E-mail: perparim.qahili@gmail.com
3University “St. Cyril and Methodius”, Institute of Geography, Faculty of Natural Mathematics, Skopje, North Macedonia, E-mail: fatonsherifi80@gmail.com
Abstract
This paper deals in detail with the management of risks in the hospitality department, systematically analyzing operational, financial, technological, and those related to physical and information security. The hospitality department represents the main point of contact between the hotel and the guest, being the first and last factor that influences the overall perception of service quality. For this reason, any risk managed inefficiently in this sector can directly affect the tourist experience, customer satisfaction, and the reputation of the hospitality institution.
The study draws on contemporary literature on tourism management, hospitality and organizational security, emphasizing the importance of early identification of risks and implementation of preventive mechanisms. Particular attention is paid to the role of information technology, property management systems (PMS), personal data protection, internal financial control and standard operating procedures. It also emphasizes the importance of continuous staff training, effective communication and strategic planning to ensure a rapid and efficient response to unexpected situations.
The results of the analysis show that the implementation of an integrated risk management system positively affects the financial stability of the hotel, increases the quality of service and strengthens customer trust. In conclusion, the paper argues that proactive risk management constitutes an essential element for increasing the competitiveness and sustainability of hotel businesses in an increasingly dynamic and challenging market.
Keywords: risks, services, cancellations, waiting
Risk represents an inseparable element of everyday life and of every human activity. Every decision that is made, regardless of its level, involves a certain degree of uncertainty and the possibility of unexpected consequences. Business organizations operate in the same way, which are constantly faced with internal and external factors that can affect the achievement of their objectives. In the hospitality industry, this uncertainty is even more pronounced, as hotels operate in a dynamic and competitive environment, where demand changes frequently, competition is constantly increasing, technology develops at a rapid pace, while legal regulations and guest expectations become increasingly complex. In such conditions, effective risk management is not only a supporting function, but a necessity for sustainable operations, for protecting the reputation and for maintaining the financial stability of the hotel.