On October 27, 2026, a meeting with an expert on “Behaviours That Make a Difference in Tourism” was held at Mingachevir State University (MDU), jointly organised by Khadija Suleymanova, a lecturer at the Department of Tourism Business and Marketing, and Ali Nadirov, a lecturer at the Department of Economics. The guest speaker was Associate Professor Filiz Gümüş Dönmez from the Faculty of Tourism at Muğla Sıtkı Koçman University in Türkiye. Filiz Gümüş Dönmez joined the event online.
The main purpose of the meeting was to expand knowledge of the role of professional behaviour and communication skills in improving service quality in tourism and hospitality, and to promote a customer-oriented approach to service.
Filiz Gümüş Dönmez provided information on communicating effectively with tourists, demonstrating courteous and attentive behaviour, understanding customers’ needs, and providing services that meet their wishes and expectations. The importance of creating a positive first impression, maintaining a friendly demeanour, showing empathy and practising active listening in ensuring tourist satisfaction was emphasised.
The event also addressed resolving problems promptly, remaining patient in difficult situations and managing complaints effectively. Tourism workers’ body language, manner of speaking, sense of responsibility and teamwork were also considered key elements of professional service.
It was noted that service quality in tourism is determined not only by the products and services offered, but also by employees’ behaviour and the impression they leave on tourists. It was stated that small but thoughtful gestures create positive experiences for tourists, strengthen an enterprise’s reputation and encourage repeat visits.
The meeting was aimed at developing professional knowledge and skills and promoting a service culture based on mutual respect and sensitivity to individual needs. The importance of this approach in strengthening social responsibility and supporting sustainable development in the tourism sector was highlighted.