ABSTRACT
This chapter presents the findings of the study of human resource management (HRM) in the hospitality industry in Russia. The study investigates the level of development of HRM system and its influence on the behavior of consumers of hotel services. The role of the hotel industry in the Russian economy and tourism industry is extremely important. The current situation on the hotel market is characterized by a growing demand for quality services, while this quality service can be found in foreign, rather than Russian hotels. It is necessary to find new approaches, forms and methods of effective management of hotel attractiveness among the clients. The chapter analyzes two components: HRM system of hotels and customer loyalty. HRM in hotels often involves implementation of the main functions of HRM, such as HR records, HR recruitment, personnel rating. The usage of HRM tools has a positive effect on the hotels' overall performance.
