Additional services of modern hotels. Additional services provided by hotels. Entertainment for children

Introduction.

1. Rules for the provision of hotel services in the Russian Federation

1.1 Classification of hotels

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel Services

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In the conditions of market relations and especially in the period of transition to the market, tourism is one of the dynamic sectors of the economy. The high rates of its development, large volumes of foreign exchange earnings actively influence various sectors of the economy, which contributes to the formation of its own tourism industry. Tourism accounts for 6% of the world's gross domestic product, 7% of global investment, and every 16th job. In Russia, the tourism business is developing rapidly. And now, in the transition to a market economy, it is very important to apply modern management methods.

At the moment, there is a mass of literature on this topic by foreign authors; in Western countries, a huge long-term experience in managing hotel enterprises has been accumulated. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not very many monographs by domestic authors on the research problem, in which one could find proposals for creating a Russian system that meets our Russian realities. The study of foreign experience of the hospitality industry enterprises, of course, plays a big role in improving the quality of guest service. It is very difficult to demand high quality customer service from service personnel if they have a vague idea of ​​what the requirements for the level of modern service are made by visitors.

The purpose of writing this course work is to consider and study the problems of quality of services in the management of a hotel enterprise. The relevance of this study is determined by the need in the current conditions of transition to market relations to search for the best management decisions, improve management in the hospitality industry. Consideration of the factors affecting the quality of hotel services is aimed at improving the level of service and the efficiency of the production of hotel services. The development of market relations causes the emergence of new tasks, which makes it necessary to improve management. It is important that hotel managers understand the need to constantly improve service quality management, pay attention to its expansion, renovation of premises, introduction of the latest technologies, etc.

In accordance with the goal in this work, the following tasks are solved:

definition of the concept of quality in the hospitality industry;

detailed consideration of the factors affecting the quality of hotel services;

The subject of the study is ……..

1. Rules for the provision of hotel services in the Russian Federation

Approved by the Decree of the Government of the Russian Federation

I. General provisions

1. These Rules are developed in accordance with the Law of the Russian Federation "On the Protection of Consumer Rights" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Art. 766; Collection of Legislations of the Russian Federation, 1996, No. 3, Art. . 140) and regulate relations in the field of providing hotel services (hereinafter referred to as services).

2. The basic concepts used in these Rules mean:

"hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services;

"consumer" - a citizen who intends to order or order and use services solely for personal (domestic) needs;

"executor" - an organization regardless of the form of ownership, as well as an individual entrepreneur providing services to consumers under a reimbursable contract.

II. Information about services, the procedure for registering hotel accommodation and paying for services

3. The contractor is obliged to bring to the attention of the consumer its company name (name), location (legal address) and mode of operation. The contractor places the specified information on the sign.

The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.

4. The contractor is obliged to provide the consumer with the necessary and reliable information about the services in a timely manner, ensuring the possibility of their correct choice.

Information is placed in a room intended for registration of residence, in a convenient place for viewing and without fail includes:

these Rules;

information about the performer and his contact phone number;

certificate of assignment to the hotel of the corresponding category, if the category was assigned;

information about the certification of services subject to mandatory certification (certificate number, its validity period, information about the body that issued it);

information about the number of the license, its validity period, about the body that issued the license, if this type of activity is subject to licensing;

extracts from the state standard that establishes requirements in the field of service provision;

price of rooms (places in the room);

list of services included in the room price (places in the room);

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

the deadline for staying at the hotel, if it is set by the contractor;

the procedure for staying at the hotel;

information about the work of public catering, trade, communications, consumer services, etc. enterprises located in the hotel;

information about the consumer rights protection body under the local administration, if such a body exists;

information about the parent organization.

The Contractor is obliged to ensure that each room contains information on the procedure for staying at the hotel, fire safety rules and rules for the use of electrical household appliances.

The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages ​​of the subjects of the Russian Federation and the native languages ​​of the peoples of the Russian Federation.

5. The contractor is obliged to ensure the provision of benefits in the provision of services to those categories of citizens for whom such benefits are provided for by laws and other regulatory legal acts.

6. The Contractor has the right to conclude an agreement for booking rooms in a hotel by drawing up a document signed by two parties, as well as by accepting a booking request by post, telephone or other communication, which makes it possible to reliably establish that the request comes from the consumer.

If the consumer is late, he will be charged, in addition to the booking fee, also a fee for the actual downtime of the room (place in the room), but not more than a day. If more than a day late, the reservation will be cancelled. In case of refusal of the consumer to pay for the reservation, his accommodation in the hotel is made in the order of the general queue.

7. The contractor - a commercial organization is obliged to conclude an agreement with the consumer for the provision of services, except in cases where there is no possibility of providing services, including if the constituent documents of the contractor or the civil law contract concluded with him provide for the obligation of the contractor in a certain order to provide services to the relevant categories of persons.

8. The contract for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, other document drawn up in the prescribed manner and confirming the identity of the consumer.

When registering a hotel stay, the contractor issues a receipt (coupon) or other document confirming the conclusion of an agreement for the provision of services, which must contain:

name of the performer (for individual entrepreneurs - last name, first name, patronymic, information on state registration);

surname, name, patronymic of the consumer;

information about the provided room (place in the room);

price of the room (place in the room);

other necessary data at the discretion of the performer.

9. The Contractor has the right to establish a maximum period of stay in a hotel, the same for all consumers.

10. The Contractor must ensure round-the-clock registration of consumers arriving at the hotel and departing from it.

11. The contractor is not entitled to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for by the contract.

It is prohibited to condition the performance of certain services on the mandatory provision of other services.

12. The price of the room (place in the room), as well as the procedure and form of its payment are established by the contractor.

The contractor can set a daily or hourly payment for accommodation.

The Contractor determines the list of services that are included in the price of the room (place in the room).

13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day local time.

When placed before the check-out time (from 0 to 12 hours), the accommodation fee is not charged.

Services provided by hotel enterprises are divided into basic and additional. The main services of the hotel include accommodation services.

Additional services are services provided in the hotel company to the consumer for an additional fee, with the exception of free additional services. Additional types of services are divided into additional free services and additional paid services. "Rules for the provision of hotel services" regulates the list of additional services that the hotel company is obliged to provide to the consumer at no additional charge. This list includes the following services:

• - Call an ambulance.
• - Use of a medical kit.
• - Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the request of the guest.
• - Delivery of correspondence to the room upon its receipt. Guest mail may be regular or registered mail, packets and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. The classification system of hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including delivery of correspondence. For guests staying in all hotels of the category 4 and 5 stars, sending and delivery of registered mail is provided; and for guests staying in a 5-star hotel, telefax delivery is also possible. All correspondence received in the name of the guests is stamped. The stamp shows the time and date of receipt. Mail is usually folded into a special box at the front desk of the reception and accommodation service. The guest must be immediately informed of the receipt of correspondence in his name. If correspondence is received before the arrival of the guest, then this should be noted in the register of applications for booking rooms and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests may also receive registered letters, express parcels or other mail that requires a signature. Such a signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after the guest's departure should be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety for registered mail, integrity for parcels; each type of mail requires its own standard procedures.
• - Wake up the guest at a certain time. Very often, guests need a wake-up call in the morning. Upon receipt of a request from the client for a wake-up call, the administrator must fill out the "Wake-Up" service form. Responsible for the provision of this service administrator on duty. A big advantage for a hotel is the equipment of an automatic wake-up system, since even for a small hotel, waking up with the help of a telephone operator can be a problem, since most guests ask to wake them up at the same time - 7 o'clock.

Many hotels also provide the following services at no additional charge.

• - Preparation and delivery of tea and coffee to the room (not including the cost of tea, coffee, sugar).
• - Providing a baby cot in the room is carried out by the housekeeping service.
• - Call a taxi in the city taxi service. Upon receipt of a taxi order in the city service, the hotel administrator who accepted the order must fill out the Taxi Order service form. The administrator on duty is responsible for this service.
• - Carrying hand luggage at the request of the guest. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first duties of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid with tips - the hotel organizes a queue of messengers to receive the same tips.
• - Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception and accommodation service or information bureaus located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To facilitate the orientation of their customers, some hotels publish and provide guests with information guides. Such directories usually include simplified maps of the city, phone numbers of a taxi, airport, train station, bank, church, various shops, schedules of the most important, periodically recurring events, and other information. In the lobby of some hotels, a computer information terminal is installed for this purpose. This contributes to the fact that guests are less likely to distract the attendants from their main work and save their time.

For an additional fee, hotels provide various types of services. These are household, transport, sports, business services, tourist and excursion, entertainment and other types of services.

Let's consider the main ones.

Domestic services:

• 1. Laundry services (laundry, dry cleaning, ironing, clothes repair). If the guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about it. In a similar way, an order for the repair of clothes is carried out. Each room has order forms for washing and cleaning clothes. There are also instructions on how to hand over clothes for washing. Things handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry hours: laundry and ironing is open seven days a week, dry cleaning all days except Saturday, Sunday and public holidays. An iron and ironing board can be rented upon request.
• 2. Urgent repair and shoe cleaning. Many hotels have shoe repair shops. Shoeshine machines are installed in the halls of upscale hotels.
• 3. Storage of personal belongings of residents:

Luggage storage. When accepting things, the employee responsible for this area of ​​​​work fixes the guest's last name, room number, number of pieces of luggage, luggage storage period and issues an appropriate luggage token. As a rule, storage of hand luggage no more than two pieces is provided free of charge, storage of items of large dimensions is carried out for a fee at the rate.

Deposit boxes (safes). This is one way to store valuables. They are located in the reception area. The principle of operation of the deposit safe is the presence of two keys, one of which is kept by the administrator, the other is given to the guest. It is possible to open the cell only if both keys are available, that is, in the presence of a guest and a hotel employee. When using a deposit box, you must comply with a number of formalities and maintain appropriate documentation.

Individual electronic safes located in the guest room, in a convenient place for the guest. In some hotels, the cost of use is included in the price of the room, in most hotels it is an additional paid service. hotel tourist service trend

Consumer services also include the rental of cultural and household items (dishes, towels, sports equipment, etc.), as well as minor repairs of watches, electric shavers, radio, film, and photographic equipment; photographic works.

Transport services. Transport services are one of the important types of services in modern hotel complexes. These include: booking tickets, ordering a taxi, car rental.

1. Booking tickets for various modes of transport. Currently, ticket booking is carried out using the latest information technology. Some global computer networks have achieved great success in this. American companies are the main supplier of software for European systems. Thus, the System One company provides programs for the Amadeus system.

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global single computer reservation system. The main part of the booked tickets falls on the share of air tickets. Booking tickets for various modes of transport is carried out with the help of travel companies, usually located in the lobby of the hotel, or the travel company has a direct relationship with firms providing ticket booking services.

• 2. Car rental. This service is subject to certain requirements. The age of the tourist must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and a driver's license (Russian or international). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only with a credit card. The rental price depends on the class of the car. Before signing a car rental contract, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, the rental payment includes: unlimited car mileage; delivery of a car to a tourist within the city; repair or replacement of a car in case of a technical malfunction (except for damaged tires, windshield or engine); full insurance in case of a traffic accident through no fault of the driver (if at the time of the traffic accident the driver was in a state of intoxication, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance of passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
• 3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

When ordering a taxi in the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination. The card is issued by the administrator who works on the first floor of the hotel. The completed card is handed over to the driver, as the guest may be a foreigner. Payment for a taxi is made by the guest to the taxi driver - depending on the route of the trip.

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued, which is handed over to the driver. Own taxi service is organized at the hotel if the hotel has its own parking and garage for vehicles. All cars have the brand name of the hotel (name, emblem), taxi service phone number and so on. Car parking services are usually provided by each hotel, as many customers travel in their own cars.

Business Services. Business center services:

• - use of satellite long-distance, international telephone and facsimile communication;
• - copying, laminating, stitching;
• - providing a computer for use by a guest or installing a computer in the room (at the request of the guest), performing work on the computer;
• - provision of translation works (written translation, simultaneous interpreter services);
• - provision of services of a secretary, stenographer;
• - editing;
• - rental of video equipment and audio equipment;
• - the possibility of working on the Internet;
• - rent of special premises for holding conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open around the clock or on weekdays from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Service bureau services include:

• - ordering railway tickets, reserving seats and confirming reservations for flights;
• - organization of excursions and tours, ordering tickets and organizing visits to theaters, concert halls, museums, exhibitions, stadiums;
• - provision of information and reference material and other services.
• - Working hours of the service bureau: around the clock or on weekdays - from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Sports and fitness services:

• - Services of a sports and health center. The sports and health center is a complex of services that includes the use of indoor and outdoor pools, visits to solariums, pools with hydromassage, jacuzzi, saunas (Turkish, Finnish), gyms, as well as massage, aerobics, aqua aerobics, etc. Visitors to the health center are provided bathrobes, slippers, towels, personal hygiene products. A mandatory requirement is the availability of experienced specialists (trainers, medical workers) with the appropriate qualifications.
• - Beauty salon services (hairdressing, cosmetology, manicure and massage rooms). If desired, the guest can be served in the room, in which case these services have an extra charge.

Tourist and excursion service. Almost every modern hotel has an excursion and tourist bureau and a translation bureau. They provide translation services, conducting excursions around the city or region, selling tour packages to various regions of the country or abroad.

Communication services. Telephone city, intercity and international communication should be carried out around the clock. Sometimes the telephones installed in the rooms are equipped with a signal indicator light, this is a conventional sign that there is a message addressed to the guest in the reception and accommodation service. These conventions should be known to hotel guests.

It is also possible to single out trading services carried out by various outlets located on the territory of the hotel.

High-class hotels are required to provide special services to such categories of consumers as the disabled, the blind, people with disabilities, the elderly, and children. A guest in a wheelchair must be able to access all areas of the hotel. For every 50-100 regular rooms, there is one room specially adapted for a disabled person in a wheelchair: the wheelchair can drive into the bathroom, which also has an internal telephone in case the disabled person needs help from staff.

Some expensive hotels provide the guest with the services of a personal servant who looks after the guest's wardrobe.

Thus, the services provided in the hotel can be divided into several levels:

• - the main hotel product (rooms and minimum requirements for them);
• - ancillary hotel product: services or goods necessary for the consumer in order to use the main product (telephones, laundry / dry cleaning services, transport, etc.);
• - an additional hotel product that gives the main product an additional benefit and helps to distinguish this product from the offer of competitors (for example, a beauty salon, a cinema and concert hall, a tour desk, etc.).

The composition of additional services in the tourist and hotel complex is not limited to the above list of additional services. Modern hotels strive to expand the range of additional services offered as much as possible.

Thus, today we can distinguish the following main trends in the development of modern hotel industry:

• 1. Extending the sphere of interests of the hotel business to products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). The development of such segments of the hospitality industry as the entertainment industry, including gambling, theme parks, congress activities, has turned previously unattractive resort and tourist areas into fashionable tourist destinations.
• 2. Growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If earlier the difference between hotels of different classes was significant, now the bar of "lower standard" has risen significantly: even fairly cheap hotels provide quality service and a minimum set of amenities.
• 3. Strengthening the specialization of the hotel business allows you to more clearly focus on certain segments of consumers, taking into account various characteristics. So, taking into account the price level, three segments were clearly identified - the lowest (budget), the middle (economical) and the highest (luxury). In addition, segmentation is carried out according to the purpose of the trip, by age, by the type of work of consumers and by other criteria.
• 4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

Large hotels offer their potential guests to take tours of hotels without leaving their homes. Thus, site visitors can get acquainted with the interiors of hotels, with the menus of restaurants and bars, and get a variety of background information.

Thus, the main trends in the modern development of the hotel industry listed above are ultimately aimed at solving the main tasks:

• - search for own competitive advantages;
• - Creation of a stable clientele through the ability to find its consumer;
• - search and creation of new ways of development, constant updating of its own policy, taking into account the dynamically developing market of hotel and tourist services.

Introduction.

1. Rules for the provision of hotel services in the Russian Federation

1.1 Classification of hotels

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel Services

Administrative service;

commercial service;

Technical services;

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In the conditions of market relations and especially in the period of transition to the market, tourism is one of the dynamic sectors of the economy. The high rates of its development, large volumes of foreign exchange earnings actively influence various sectors of the economy, which contributes to the formation of its own tourism industry. Tourism accounts for 6% of the world's gross domestic product, 7% of global investment, and every 16th job. In Russia, the tourism business is developing rapidly. And now, in the transition to a market economy, it is very important to apply modern management methods.

At the moment, there is a mass of literature on this topic by foreign authors; in Western countries, a huge long-term experience in managing hotel enterprises has been accumulated. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not very many monographs by domestic authors on the research problem, in which one could find proposals for creating a Russian system that meets our Russian realities. The study of foreign experience of the hospitality industry enterprises, of course, plays a big role in improving the quality of guest service. It is very difficult to demand high quality customer service from service personnel if they have a vague idea of ​​what the requirements for the level of modern service are made by visitors.

The purpose of writing this course work is to consider and study the problems of quality of services in the management of a hotel enterprise. The relevance of this study is determined by the need in the current conditions of transition to market relations to search for the best management decisions, improve management in the hospitality industry. Consideration of the factors affecting the quality of hotel services is aimed at improving the level of service and the efficiency of the production of hotel services. The development of market relations causes the emergence of new tasks, which makes it necessary to improve management. It is important that hotel managers understand the need to constantly improve service quality management, pay attention to its expansion, renovation of premises, introduction of the latest technologies, etc.

In accordance with the goal in this work, the following tasks are solved:

definition of the concept of quality in the hospitality industry;

detailed consideration of the factors affecting the quality of hotel services;

The subject of the study is ……..

1. Rules for the provision of hotel services in the Russian Federation

Approved by the Decree of the Government of the Russian Federation

I. General provisions

1. These Rules are developed in accordance with the Law of the Russian Federation "On the Protection of Consumer Rights" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Art. 766; Collection of Legislations of the Russian Federation, 1996, No. 3, Art. . 140) and regulate relations in the field of providing hotel services (hereinafter referred to as services).

2. The basic concepts used in these Rules mean:

"hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services;

"consumer" - a citizen who intends to order or order and use services solely for personal (domestic) needs;

"executor" - an organization regardless of the form of ownership, as well as an individual entrepreneur providing services to consumers under a reimbursable contract.

II. Information about services, the procedure for registering hotel accommodation and paying for services

3. The contractor is obliged to bring to the attention of the consumer its company name (name), location (legal address) and mode of operation. The contractor places the specified information on the sign.

The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.

4. The contractor is obliged to provide the consumer with the necessary and reliable information about the services in a timely manner, ensuring the possibility of their correct choice.

Information is placed in a room intended for registration of residence, in a convenient place for viewing and without fail includes:

these Rules;

information about the performer and his contact phone number;

certificate of assignment to the hotel of the corresponding category, if the category was assigned;

information about the certification of services subject to mandatory certification (certificate number, its validity period, information about the body that issued it);

information about the number of the license, its validity period, about the body that issued the license, if this type of activity is subject to licensing;

extracts from the state standard that establishes requirements in the field of service provision;

price of rooms (places in the room);

list of services included in the room price (places in the room);

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

the deadline for staying at the hotel, if it is set by the contractor;

the procedure for staying at the hotel;

information about the work of public catering, trade, communications, consumer services, etc. enterprises located in the hotel;

information about the consumer rights protection body under the local administration, if such a body exists;

information about the parent organization.

The Contractor is obliged to ensure that each room contains information on the procedure for staying at the hotel, fire safety rules and rules for the use of electrical household appliances.

The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages ​​of the subjects of the Russian Federation and the native languages ​​of the peoples of the Russian Federation.

5. The contractor is obliged to ensure the provision of benefits in the provision of services to those categories of citizens for whom such benefits are provided for by laws and other regulatory legal acts.

6. The Contractor has the right to conclude an agreement for booking rooms in a hotel by drawing up a document signed by two parties, as well as by accepting a booking request by post, telephone or other communication, which makes it possible to reliably establish that the request comes from the consumer.

If the consumer is late, he will be charged, in addition to the booking fee, also a fee for the actual downtime of the room (place in the room), but not more than a day. If more than a day late, the reservation will be cancelled. In case of refusal of the consumer to pay for the reservation, his accommodation in the hotel is made in the order of the general queue.

7. The contractor - a commercial organization is obliged to conclude an agreement with the consumer for the provision of services, except in cases where there is no possibility of providing services, including if the constituent documents of the contractor or the civil law contract concluded with him provide for the obligation of the contractor in a certain order to provide services to the relevant categories of persons.

8. The contract for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, other document drawn up in the prescribed manner and confirming the identity of the consumer.

When registering a hotel stay, the contractor issues a receipt (coupon) or other document confirming the conclusion of an agreement for the provision of services, which must contain:

name of the performer (for individual entrepreneurs - last name, first name, patronymic, information on state registration);

surname, name, patronymic of the consumer;

information about the provided room (place in the room);

price of the room (place in the room);

other necessary data at the discretion of the performer.

9. The Contractor has the right to establish a maximum period of stay in a hotel, the same for all consumers.

10. The Contractor must ensure round-the-clock registration of consumers arriving at the hotel and departing from it.

11. The contractor is not entitled to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for by the contract.

It is prohibited to condition the performance of certain services on the mandatory provision of other services.

12. The price of the room (place in the room), as well as the procedure and form of its payment are established by the contractor.

The contractor can set a daily or hourly payment for accommodation.

The Contractor determines the list of services that are included in the price of the room (place in the room).

13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day local time.

When placed before the check-out time (from 0 to 12 hours), the accommodation fee is not charged.

In case of delay in the departure of the consumer, the payment for accommodation is charged in the following order:

no more than 6 hours after the checkout time - hourly payment;

from 6 to 12 hours after the checkout time - payment for half a day;

from 12 to 24 hours after the checkout time - full day charge (if there is no hourly charge).

For stays of no more than a day (24 hours), the fee is charged per day, regardless of the checkout time.

The Contractor, taking into account local peculiarities, has the right to change the single checkout time.

III. Service provision procedure

14. The quality of the services provided must comply with the terms of the contract, and in the absence or incompleteness of the terms of the contract, with the requirements usually imposed on these services.

If regulatory legal acts provide for mandatory requirements for services, the quality of the services provided must comply with these requirements.

The material and technical support of the hotel, the list and quality of the services provided must comply with the requirements of the category assigned to it.

15. The contractor is obliged to provide the consumer with the following types of services at no additional charge:

call an ambulance;

use of a medical kit;

delivery of correspondence to the room upon its receipt;

wake-up call at a certain time;

provision of boiling water, needles, threads, one set of dishes and cutlery.

16. The procedure for staying at the hotel is established by the contractor.

17. The contractor, in accordance with Article 925 of the Civil Code of the Russian Federation, is responsible for the safety of the consumer's belongings.

In case of discovery of forgotten things, the performer is obliged to immediately notify the owner of the things. If a person who has the right to demand a forgotten thing, or the place of his stay is not known, the performer is obliged to report the find to the police or local government.

18. In public catering, communication and consumer services organizations located in a hotel, persons living in a hotel are served out of turn.

19. The consumer is obliged to comply with the order of residence and fire safety rules established by the contractor.

20. The consumer has the right to refuse to execute the contract for the provision of services, as well as from additional services, subject to payment to the contractor of the expenses actually incurred by him.

IV. Responsibility of the contractor and consumer for the provision of services

21. Upon discovery of deficiencies in the service provided, the consumer has the right, at his choice, to demand:

gratuitous elimination of defects;

a corresponding reduction in the price for the service rendered.

The consumer has the right to terminate the contract for the provision of services and demand full compensation for losses if the contractor has not eliminated these shortcomings within the prescribed period.

The consumer also has the right to terminate the contract if he has discovered significant shortcomings in the service provided or other deviations from the terms of the contract.

The contractor must eliminate the shortcomings of the service provided within an hour from the moment the consumer submits the corresponding request.

The requirements of the consumer to reduce the price of the service provided, as well as to compensate for losses caused by the termination of the contract for the provision of services, are subject to satisfaction within 10 days from the date of presentation of the relevant request.

The consumer also has the right to demand full compensation for losses caused to him in connection with the lack of the service provided. Losses are reimbursed within the time limits established to meet the relevant requirements of the consumer.

22. For violation of the deadlines for meeting individual requirements of the consumer, the contractor shall pay the consumer for each hour (day, if the period is specified in days) of delay a penalty (penalty) in the amount of 3% of the daily price of the room (place in the room) or the price of a separate service, if it can be determined .

23. For violation of the deadline for the start of the provision of services under the contract for booking rooms in the hotel, the contractor pays the consumer for each day of delay a penalty (penalty) in the amount of 3% of the daily price of the reserved rooms.

24. The contractor, in accordance with the legislation of the Russian Federation, is liable for harm caused to the life, health or property of the consumer due to shortcomings in the provision of services, and also compensates for the moral harm caused to the consumer by violation of the consumer's rights.

25. In case of violation by the contractor of these Rules, the protection of consumer rights provided for by the legislation of the Russian Federation is carried out in the manner established by the Law of the Russian Federation "On Protection of Consumer Rights".

26. The consumer, in accordance with the legislation of the Russian Federation, compensates for the damage in case of payment or damage to the property of the hotel, and is also responsible for other violations.

27. Control over compliance with these Rules is carried out by the State Antimonopoly Committee of the Russian Federation (its territorial bodies), other federal executive authorities (their territorial bodies) and sanitary and epidemiological supervision bodies within their competence.

1.1 Classification of hotels

1.1.1 International classification of hotels

In addition to the above classifications of hotels, other systems of their classifications are also used, of which there are more than thirty today.

The most common classifications are: the system of stars used in France, Austria, Hungary, Egypt, China and a number of other countries; the letter system used in Greece; the system of "crowns" characteristic of Great Britain; rank system and others.

Currently, the most common classification system in the world is the French national system. It establishes six categories for tourist hotels, among which five are assigned a certain number of stars (1*, 2*, 3*, 4*L, 5*). The minimum requirements for assigning one of the categories:

Number of rooms;

Common areas;

Hotel equipment;

comfort of housing;

Services;

Accessibility for the disabled and people with reduced mobility.

According to the type of French classification in European countries, the German classification is distinguished, according to which hotel enterprises are divided into 5 classes. Tourist class - 1 *; standard class - 2**; comfort class - 3***; first class - 4****; suite - 5*****.

In addition to traditional stars, there are systems of "letters" and "crowns". In Greece, the alphabetic classification system is popular, although familiar stars can also be seen on the facades of hotels. All Greek hotels are divided into four categories: A, B, C, D. Category A hotels correspond to a four-star level, B - three-star, C - two-star. The highest category hotels in Greece are often awarded the “de Luxe” category.

The classification of English hotels is rather complicated. As a rule, not stars are depicted on the facade of hotels, but crowns. To transfer the category of the hotel from the "language of the crowns" to the "star", it is necessary to subtract one from the total number of crowns.

But the classification proposed by the Association of British Travel Agencies is considered the most correct:

Budget hotels (1 star) are located in the central part of the city and have a minimum of amenities;

Tourist class hotels (2 stars) have a bar and a restaurant;

Middle class hotels (3 stars) have a fairly high level of service;

First class hotels (4 stars) offer a very high quality of accommodation and an excellent level of service;

The classification of Italian hotels is quite confusing, there is no official "star" scale in the country. According to the norms adopted in Italy, hotels are classified into three categories: the first category can be conditionally classified as four-star; the second category - to the three-star, the third category - to the two-star.

In Spain, there is also a gradation of accommodation facilities by category:

Hotel-type houses, bungalows, apartments, etc. - from 1 to 4 stars;

Inns - from 1 to 3 stars;

In addition, in Spain there are state enterprises for receiving tourists, which are subordinate to the State Ministry of Tourism. These include old fortresses, castles, palaces, which are equipped as luxury hotels.

Thus, each country has its own classification of hotels and hotels belonging to the same category, but located in different countries, have significant differences.

Due to the fact that the practical part of our study is devoted to the Russian hotel, we considered it necessary to consider in more detail the features of the classification of hotels in the Russian Federation.

1.1.2 Classification of hotels in the Russian Federation

In Russia, until 1994, the classification of hotels was carried out in accordance with the "Regulations on classifying hotels as categories and hotel rooms as categories." This "Regulation" applied to all hotels and motels, regardless of their departmental subordination, and assumed the division of hotels into seven categories: "Lux", "Higher A", "Higher B", 1, 2, 3, 4; motels - into five categories: “Higher A”, “Higher B”, 1, 2, 3. Five categories were provided for rooms: highest, 1, 2, 3, 4.

In 1994, the Russian Federation developed the “Regulations on the criteria for classifying hotels”, “Criteria for classification requirements for hotels (motels) of the Russian Federation”, and also adopted GOST R 50645-94 “Tourist and excursion services. Classification of hotels”, according to which all hotels are divided into five categories with assignment from 1 to 5 stars, motels - into four categories - with assignment from 1 to 4 stars.

Minimum requirements for hotels (motels) of various categories: building and adjacent territory; Technical equipment; number fund; technical equipment; furnishing and equipment; inventory and items of sanitary and hygienic equipment of the room; public sanitary facilities; public spaces; premises for the provision of catering services; various services and catering services; requirements for personnel and their training.

According to the forms of ownership and management organization, the hotel enterprises of the Russian Federation are divided into the following classification groups: municipal enterprises that are the property of the city; joint-stock companies; joint ventures with participation of foreign capital; departmental hotels; private hotels; hotels owned by public organizations.

Despite the various classifications, worldwide service must comply with the declared category. The journalists of the periodical on the Internet reveal the service by the stars as follows:

One star hotel. Travel companies almost do not offer such hotels for accommodation, mostly independent travelers stay in them. Such hotels are usually located on the outskirts, or near the center, but in an unattractive place. As a rule, this is a very small hotel, with 6-10 rooms, which is served by one family. Meals are not expected here, entry after one in the morning is prohibited. The small room has two beds, a bedside table and a chair.

Two star hotel. These hotels have more amenities. Travel agencies offer accommodation in such hotels most often on excursion routes, when the tourist needs only bed and breakfast. Furnishings in the room - bed, table, chair, possibly a sink. Sometimes the level of two stars implies the presence of amenities in the form of a shower and a TV, for the remote control, from which you have to pay. There are no entry restrictions at night. Breakfast is usually included.

Three star hotel. Hotels close in standards to the three-star category are the best choice for most regular travelers. This is the most common type of hotel in the world. The room of such a hotel should have all the amenities: telephone, TV, possibly a mini-bar. Rooms are single and double as with one large bed, and with separate. There are triple rooms for parents with a child: usually a double room with an extra bed or a sofa bed. The service of hotels in different countries of the world can differ significantly from each other. For example, in Europe, a three-star hotel has fewer services than Greek three-star hotels. They have certain patterns: usually, the higher the comfort and the more additional services provided, the farther from the center the hotel is located.

Four star hotel. These are hotels with a high level of service, designed for people whose earnings are average and above average by European standards. A four-star hotel is distinguished by an increased level of comfort and a good location; it can be located in the city center or on the first line of the beach. There must be secure parking. Large hotels have their own taxis and minibuses. This category includes many additional free services, the ability to use gyms, courts and swimming pools and various hotel shows, such as discos. In a four-star hotel, the room is furnished like an ordinary living room, with standard household appliances. Color TV with remote control, refrigerator, mini-bar, air conditioning, security system, mini-safe, telephone with intercity access is required. Some hotels provide a heat press for ironing, and there is a light remote control system. In such hotels, you can order both a standard single or double room, and rooms with an improved layout, which includes not only a bedroom, but also a living room or kitchen.

Five star hotel is a city with all the necessary infrastructure for life. The hotels have several restaurants (with European and national cuisine), bars, a nightclub and shops. As well as hairdressers and laundries, fitness and business centers, swimming pools and beauty parlors. The rooms in them are very different: from single rooms with one bed to multi-room apartments. The most modest room in a five-star hotel is a single room with one double bed. This is followed by doubles, they come in two varieties: with two beds or with one large. Higher in rank is a double room, which may be two stories, usually with a bedroom or bedrooms upstairs. There are bunk rooms, which include 2-3 bedrooms, a couple of living rooms and offices, and rooms for servants or guards. It's already royal. For business people, some five-star hotels have business rooms - with multi-line telephone, computer, fax and meeting room. Any room in a five-star hotel should have a complete set of necessary cosmetics in the bathroom, slippers in front of the bed, mini-bar, telephone, color TV, air conditioning and other luxury items that make life easier.

Regardless of how many "stars" a particular hotel has, it provides guests with both basic and additional services, which in one way or another also determine its "star rating".

1.2 Hotel Services

To implement the process of serving tourists in a hotel, a minimum set of the following basic services should be provided to ensure the provision of basic hotel services:

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

Room management service

The room management service deals with issues related to booking rooms, receiving tourists arriving at the hotel, registering and placing them in rooms, as well as sending them home or to the next point of the travel itinerary after the end of the tour, provides room service for tourists, maintains the necessary sanitary - the hygienic condition of the rooms and the level of comfort in the living quarters, is engaged in the provision of personal services to guests.

The service includes a director or manager of room operations, a reception and accommodation service, a maid service, a joint service department (porters, bellhops, cloakroom attendants, garage employees), a porter service, a concierge service, a messenger service, a housekeeping inspector, a security service .

The first impression that the guest receives from the hotel complex depends on the reception and accommodation service. The task of the head of this service is to control the entire process of receiving and accommodating guests, skillfully resolving conflicts from which the prestige of the hotel may suffer.

This service deals with issues related to the reception of guests arriving at the hotel, their registration and accommodation in rooms, the provision of various services, sending them home, and of course booking rooms. There is always a problem for the hotel management: to take the risk of double booking or to remain with an underutilized number of rooms. Therefore, the role of the booking service cannot be underestimated.

The reservations department must be constantly on the lookout for bookings and recording any increase in demand that the hotel could use to drive up the cost of accommodation and generate more revenue for the business. Rooms not booked in advance are transferred for direct sale to the accommodation service, which must accommodate guests in these rooms at a higher price.

The porter service controls the hotel's room stock, keeping a file on the occupancy of rooms and availability, and performs the functions of an information center. Information through the porter service moves in two directions: to guests (if we are talking about informing about the types of services provided by the hotel, about local attractions, about the operation of public transport, etc.) and to various departments of the hotel enterprise (about the needs of the client).

The maid service is in most cases the most functionally significant unit when it comes to receiving hotel accommodation services, since this unit is responsible for cleaning rooms, halls, corridors, etc. internal premises in which the reception and customer service is carried out.

The person in charge of the maid service is responsible for the work of personnel to maintain cleanliness and order in the residential and office premises of the hotel. The head maid receives the task and distributes its execution among subordinates, while simultaneously performing the administrative functions assigned to her by the executive director.

The security service performs the functions of maintaining order and security in the hotel complex, since the hotel is responsible for ensuring the reasonable security of its customers. At the same time, the enterprise can entrust the performance of these duties both to its own service and to involve a third-party organization.

Administrative service

The administrative service is responsible for organizing the management of all services of the hotel complex, solves financial issues, staffing issues, creates and maintains the necessary working conditions for hotel staff, monitors compliance with established norms and rules for labor protection, safety, fire and environmental safety.

The service includes the secretariat, financial service, personnel service, environmentalist, fire safety and safety inspectors.

The financial service decides on the financial support of the enterprise, receives reports from the cashiers of each outlet of the enterprise, including the food service, porter service, souvenir kiosks and sports complexes, if any. The financial service maintains a single financial accounting for the enterprise (that is, income from outlets, accounting for expenses and income, conducting operations for recording paid working hours, bonuses paid, as well as tips received by individual employees).

The personnel department solves the issues of selection, placement and advanced training of personnel. The responsibilities of this unit include maintaining the personal files of all hotel employees.

The secretariat deals with the issues of documentation and information support for the activities of the hotel complex.

Catering service

The catering service provides services to the guests of the enterprise in restaurants, cafes or bars of the hotel, resolves issues related to the organization and servicing of banquets, presentations, etc.

Catering units, which include a restaurant(s), bars, cafes, a banqueting service, as well as a catering unit (kitchen), provide guests with catering services.

The head of the catering service composes the menu, ensures the delivery of the necessary initial products, distributes service personnel among the sections, controls the quality of finished products and services, while observing a reasonable economy.

Each department in the service has its own head, including the room service manager.

The restaurant, as a division of public catering, serves guests according to the menu, which is the basis of any restaurant concept, regardless of what type of catering establishment it belongs to. The professionalism of head waiters and waiters who are in direct contact with customers plays an important role in this.

Buffet or bar service consists mainly in providing customers with alcoholic beverages. Bars may also prepare drinks for consumption in the restaurant. Such a bar is called a service bar.

The kitchen is the production center. Orders for the production of specific products come from the restaurant from the waiters (on the basis of the menu compiled and offered to customers), as well as from the banquet hall, working on pre-order. Chefs prepare the necessary dishes, and the main responsibility of the management in this sector is only to control the price and quality of the final product.

commercial service

The commercial service deals with operational and strategic planning. Analyzes the results of economic and financial activities.

The commercial service is headed by a commercial director, who oversees the work of this unit and the organization of banquet services. As for the commercial personal service, here each employee has the right to control certain geographical areas of interest to the enterprise.

Representatives of the commercial department (marketing department) are largely engaged in establishing contacts with the organizers of congress events, negotiating the prospective use of hotel rooms, discussing the use of premises for meetings, meetings, clarifying the needs of certain customer groups, maintaining contacts with the relevant service departments .

Technical Services

Engineering services create conditions for the functioning of air conditioning systems, heat supply, sanitary equipment, electrical devices, repair and construction services, television and communication systems.

The service includes the chief engineer, the current repair service, the territory improvement service, and the communications service.

The current repair service carries out preventive and current repairs not only of the room stock and the equipment installed in it, but of the entire hotel enterprise.

Auxiliary and additional services

Auxiliary services ensure the operation of the hotel complex, offering laundry, tailoring, linen services, cleaning services, copying services, warehouse services, etc.

Additional services provide paid services. They include a hairdressing salon, swimming pool, sauna, solarium, sports facilities and other units.

2.2 Basic and additional hotel services

Services provided in hotels are divided into basic and additional. They can be free and paid.

The main services include services: accommodation and meals in accordance with the "Rules for the provision of hotel services".

The following types of services can be provided to guests without additional payment: ambulance call; use of a medical kit; delivery of correspondence to the room upon its receipt; wake-up call at a certain time; provision of boiling water, needles, threads, one set of dishes and cutlery.

The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.

The most common: excursion service; ordering services of guides-translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, concerts, etc.; ordering vehicles at the request of guests; taxi call; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed matter; Shoe repair; repair and ironing of clothes; laundry and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference hall, meeting rooms; business center services.

When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, residents are asked to fill out small questionnaires upon departure.

Completed questionnaires are usually handed over with the keys to the reception and accommodation service, and then they are studied in the marketing and advertising service.

The hotel administration analyzes the shortcomings identified in the work of individual services, and takes measures to eliminate them.

Household service is aimed at meeting the needs of guests that have arisen during their stay at the hotel.

The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

Service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important.

When providing any services, the staff must show tact and correctness. Service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers more and more services that it can provide, and the guest chooses whether he needs it or not). But you can't impose services (maybe the guest doesn't need what they impose on him, and therefore he doesn't want to pay more).

The list of services depends on the category of the hotel. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. But everywhere we should strive to ensure that the range of services fully meets the needs of guests.

All work on the organization of services should be well thought out and organized. Enterprises providing services should be located in an accessible place (most often on the ground floor). In the lobby, on the floors, in the rooms there should be information on how and where to get services, opening hours should be convenient for guests.

Household services include the following:

Urgent laundry and dry cleaning, repair and ironing of personal belongings (in the room in the advertising folder there are order forms for washing and cleaning clothes. There are also reminders on how to hand over clothes for washing: if a guest wants to hand over clothes for washing or cleaning, he must put it in a bag and hang a special sign on the door handle of the room or tell the floor attendant about it). Such a service can be provided in a hotel where there is a laundry. In hotels of a lower category, you can rent an iron. The guest himself irons in the room or in a special room where there is an ironing board. Many hotels have shoe repair shops. In the halls of high-class hotels there are shoe-shine machines. The rooms have brushes for cleaning shoes and clothes. To store things and valuables, the hotels provide left-luggage offices and safes in the rooms or at the reception. The hotel organizes unloading, loading and delivery of luggage to the room by messengers, who are paid with a tip. The tip also pays for food delivery to the room. For a fee, the hotel can rent a TV set, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, film, and photographic equipment; photographic works.

2.1 Catering

Food is one of the main services in the technology of tourist services. There are three main forms of service: meals paid for by the guest; meals not included in the room price; food provided at an additional cost.

In our opinion, it is paid meals that require a more detailed explanation, since, in turn, this form of providing catering services to hotel customers is divided into peculiar subspecies. Namely: full board, half board and breakfast only.

If food is not included in the room rate, then you need to pay extra for it. With this form of food, customers choose dishes from the menu as they wish. There are different types of menus so that the client always has a choice when receiving a service such as meals.

Depending on the contingent of served guests, categories and equipment, catering establishments use different types of service. The most common:

1. French service - this type of service is common in gourmet restaurants, where it emphasizes a high level of comfort. A large dish with food laid out on it is shown to the guest. Approaching from the left side, the waiter lays food.

For such maintenance, a whole team of service personnel is required.

2. English service - (service from a side table). In this service method, the waiter serves the guest's plate on the side table, then serves it to the guest from the right side.

3. American service - food is prepared and laid out on plates directly in the kitchen. The waiters carry and arrange the plates to the guests.

4. German service - food is laid out on a large dish and placed on the table at a distance accessible from the guest. Then the guest serves himself.

5. Russian service - food is served on a serving platter. For all types of service, service is carried out by waiters.

The tourism industry is characterized by such types of catering establishments as a restaurant, cafe, bar.

When catering for tourists, various methods of service are used: "a la carte", "a part", "table d'hôte", buffet.

When using the "a la carte" method, guests from the card - the menu of dishes and drinks choose what they like best. The order is transferred to the kitchen and cooking begins immediately.

"A part." With this method of service, guests, having previously made an order, are served at a set period of time. Very common in holiday homes and resort hotels.

"Table d'hot". Guests are served at the same time and on the same menu.

The buffet offers a wide selection of dishes with free access: you can take anything you want in the quantity you want from what is offered and displayed.

Catering companies offer tourists a variety of additional services: organization of celebrations, meals in the room, service on the floor, mini-bars in the room, etc.

Tourists are provided with food not only in places of stay, but also during the journey by air, water, and rail transport.

Conclusion

Structural changes in the market of tourist accommodation facilities, stagnation of production in the hotel industry during the 90s. necessitated the search for a new market strategy for enterprises in this sector.

Based on this study, we can conclude that the following trends have emerged in the marketing strategy of hotel enterprises:

specialization of the offer, search for "free niches" of the market;

diversification of the offered services;

service conceptualization;

individualization of service;

The factors determining the trend, determining the trend of specialization of the offer of the hotel industry include: the expansion of the social base of tourist demand, the strengthening of the individualization of the needs of tourists. The hotel of the future is a specialized hotel. In relation to the sector of additional accommodation facilities as a whole, the hotel industry is developing in the direction of raising the standard of service quality, while non-traditional facilities remain the most suitable for family holidays and family tourism. Thus, additional accommodation facilities are likely to displace and replace hotels of lower service categories.

Along with the specialization of the offer in the hotel industry, there is a clear trend towards its diversification. It is due to the individualization of demand, the increasing importance of outdoor activities, the growing demands of the consumer on the quality of services.

Specialization and diversification of the offer in the hotel industry are inextricably linked and complement each other. The search for “market niches” and the concentration of offers on a separate segment of tourist demand, expanding the range of services, including those that were previously considered non-traditional in the hotel industry, should be carried out within the framework of a single concept for this particular enterprise, and all constituent components should obey the main idea his life activity.

Bibliography

1. Rules for the provision of hotel services in the Russian Federation

3. Gulyaev V.G. "Organization of tourism activities". Textbook., M., "Knowledge", 1996.

4. Tourism: evolution, structure, marketing. M.: "Axis - 89", 1997.

5. Economics of modern tourism. - St. Petersburg: "Gerda", 1998.

6. Hotel business: a textbook for university students studying in service specialties (230000) / S. Medlik, H. Ingram (translated from English - A.V. Pavv) - M .: Yunii-dana, 2005 (series "Foreign textbook")

7. Organization of service in hotels and tourist complexes: Textbook-M: Alfa-M; INFRA-M, 2006. - (series "service")

8. Senin V.S. Denisenko A.V.

9. Hotel business: classification of hotels and other accommodation facilities: textbook. Benefit. - M.: finance and statistics, 2004.

10. Hotel associations: the dynamics of their development. Hospitality industry. Tourism: №1, 1998, Practice, problems, prospects.

12.Hotel www.ufontana.com

One well-known company has calculated that the hotels of the world earn fabulous money from hidden fees and additional services, this amount is more than 2 billion dollars. A tourist may not notice how an additional 20 cents or 1 dollar will be debited from his card, and will not make a scandal, but in a year the hotel will receive an extra couple of tens of thousands of dollars as a result.

In Russia, I don't remember ever being charged extra for anything, in hotels abroad you have to keep your eyes open and be prepared that you may be asked to pay for additional services. What exactly - read on.

1. Internet

I believe that in the 21st century the Internet simply must be accessible to people everywhere. But many hotels do not think so and charge for the Internet. Somewhere you can pay only € 5 for a week, and somewhere they ask € 20 per day! Usually in normal hotels, free Internet is provided in the lobby at the reception, and you have to pay for Internet in the room.

2. Phone

Usually all phone calls from the room are paid. If you decide to call around the city, to another city and country, be aware that you will then be billed a tidy bill. It can be cheaper to make a phone call or buy a local SIM card than to use hotel phone services.

3. Local taxes and fees

Tax laws vary in many countries. Well, as a lure, hotels like to list prices only for the room, and below indicate that the price does not include local taxes, resort fees, service charges, or VAT. For example, bookings in Las Vegas often do not include tax, which ranges from $3 to $29 per night per person. Another example: in Venice, as in many Italian cities, the city tax is not included in the room rate, which is € 3.5-4.50 per person per day, of course, you will need to pay it extra. VAT in different countries ranges from 5 to 21%, and if VAT is not added to the price of the room, then imagine how much you will have to pay extra.

4. Room cleaning

There are hotels where they charge an additional amount for cleaning the room or tipping the maids.

5. Minibar

Not all tourists know that the minibar is a paid contraption. Hotels have different minibar policies. So know that even if you just took out a drink and then put it back, you will have to pay for it.

In more decent hotels, they usually give drinking water for free as a bonus, but in all sorts of miserly hotels they take money even for water from a cooler or ice.

6. Additional services

There are hotels that charge money for additional services: swimming pool, gym, conference room, breakfast in the room, iron rental, even for charging the phone.

7. Parking

For car travelers, you need to know that when booking a hotel, you should pay attention to whether the hotel has parking and how much it costs. When traveling, I would advise you to check into hotels where there is paid guarded parking, because tourists are a tidbit for car thieves.

8. Transfer from the hotel to the airport

If the hotel is near the airport, then you can usually get to the airport by shuttle bus, which looks like our minibus. Somewhere such a transfer is free, but in many cases you will have to pay $ 1-5 per person.

9. Cancellation

When booking a hotel, be sure to pay attention to the cancellation policy. If a good discount is given for a room, then usually such a reservation is not canceled, and the amount is withdrawn from the card immediately. With free cancellation, the reservation can be canceled, as a rule, one week before arrival.

10. Early check-in, late check-out

Usually check-in at hotels takes place at 11.00-14.00, and you need to leave the hotel before 12.00. If you need to check into the hotel earlier, and the hotel already has vacant rooms that have already been cleaned, then you will be accommodated for free without any problems. If you need to leave not before 12, but, for example, at 14.00 hours, then this can also be done for free, the main thing is to agree with the hotel representatives. But there are hotels that are chasing a big ruble, and for the service of early check-in or late check-out they charge a fee, which is an amount equal to 1 day's accommodation.

11. Beach towels

Depending on the star rating of the hotel, beach towels are provided both free of charge and for an additional fee, but usually towels are provided free of charge or for a deposit. Weekly rentals can be $1-10, with a $5 deposit, so it's often easier to buy your own towel. And do not try to take ordinary shower towels to the beach, there is a fine for this. Although hotels in Turkey and Egypt have long ago given up on these fines, because representatives of the CIS countries are already used to and consider it normal to take a shower towel to the beach, but it is not clear how they wipe themselves after a shower and whether they wash at all?

12. Safe

Again, depending on the star rating of the hotel, a safe is provided both free of charge and for an additional fee. Usually renting a safe is $1 per day, and if the safe is on a key or on a card, they ask for a deposit of $10. The safe can be located in the room or at the reception.

13. TV

I'm used to the fact that the TV in the room is usually free, you only have to pay for pay-per-view channels, which usually show erotica. Imagine my surprise when in one Spanish hotel they announced to me that renting a remote control costs € 1 per day, and in another hotel in Spain there was some kind of tricky system on the TV in the room, where you had to throw coins, an hour of watching TV cost about €2!

14. Smoking in non-smoking rooms

The fine for smoking in a non-smoking room can be up to $100-300.

15. Baggage storage fees

I have not had a single case when the hotel had to pay for luggage, you just leave it in the luggage room, walk all day, and pick it up in the evening. But friends told me that they faced such cases.

16. Printout

During your vacation, you may urgently need to print some document or boarding passes. If this is one page, then the hotel can do it for free or for a small fee.

17. Breakfast

When booking a hotel, pay attention to whether breakfast is included in the room rate. Otherwise, you can get a lot of money, for example, the hotel is somewhere in the field, there is nothing nearby, you want to eat, and breakfast for one person costs €16. On average, I noticed that breakfast in European hotels costs about €6-15.

18. Refrigerator and air conditioner

Again, at one hotel in Spain, I was surprised that there was no minibar in the room, but there was a refrigerator that was turned off. Calling the reception, I was surprised that, it turns out, the use of a refrigerator costs €1 per day. Later, I saw on the Internet that in addition to the refrigerator, they can charge an additional fee for using air conditioning and even electricity!

How to avoid these fees?

1. On the website of the hotel or on the site for booking a hotel, study in detail all the information about the hotel and about additional payments.
2. When booking a hotel, read all the conditions of the reservation and take a screenshot of the screen.
3. Be polite and friendly, and the hotel employee will always meet you and check you into your room a couple of hours earlier. In one hotel, we were allowed to check out not at 11 am, but at 4 pm completely free of charge.
4. Buy food and drinks outside the hotel. At the reception, ask where the supermarket is located, they will definitely tell you and show you how to get to it.
in Russian from the best guides.

Most modern hotels are developed complexes offering consumers a variety of services. The range of services for accommodation facilities of different categories is given in the “Classification System for Hotels and Other Accommodation Facilities”.

As a rule, the organization of additional services involves the creation of independent services for each of their types.

Paid additional services (PDU) are divided into:

for household (laundry, dry cleaning, ironing and minor repairs of clothes, cleaning and repair of shoes, watches, suitcases, equipment, storage of luggage, valuables in the safe of the administration, individual safes);

intermediary (booking seats in restaurants, tickets for various modes of transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);

car service (parking, garage, minor repairs of vehicles);

• tourist (excursion);

  sports and recreation;

• medical;

  postage.

The material and technical support of the hotel, the list and quality of the services provided must comply with the requirements of the category assigned to it. Hotels that produce additional services on their own, respectively, have a large and diverse staff.

This is in addition to the main medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are supplemented by gyms, saunas, garages, conference rooms, etc.

Additional services are divided into paid and free, the latter include the provision of boiling water, thread, needles, one set of dishes and cutlery; wake-up call at the appointed time; call an ambulance; use of a medical kit; delivery to the number of correspondence.

The range of remote control depends on the class, purpose of the hotel, its location. In accordance with this, it is specifically determined which of the remote control systems can be produced in the hotel, and which are provided by other organizations and enterprises.

Some services - beach, swimming pool, gym, etc. - are paid before use, others - food, telephone conversations, etc. after they have been rendered.

Documentation of the remote control is carried out on the basis of the price list. Order No. 121 of the Ministry of Finance of the Russian Federation dated December 13, 1993 approved standard forms 12-G "Receipt No. for the provision of additional paid services" (Appendix 4) and 11-G "Parking lot" (Appendix 5). Receipts are issued in two copies (the first is submitted to the accounting department, the second - to the payer) and are strict reporting forms. They are issued by the staff providing the services when a fee is charged. Food establishments issue an invoice. If the service is paid through the central cash desk (in the reception service), the invoice can be issued according to the standard form 3-G or 3-GM. All services are registered in special journals. The form of entries in them is determined by the hotel itself. For example, in the register of household services on the floor, the following form of entry is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) signature of the employee who provided the service, 9) signature of the accountant.

All sums of money are handed over to the senior cashier, and a report is drawn up.

Without fail, the reception and accommodation service in a place convenient for viewing should contain the following information: list and price of additional paid services; extracts from the state standard that establishes requirements in the field of service provision; list of services included in the room price; information about the form and procedure for payment for services.

In hotel service, the more expensive the room, the more free additional services can be provided to the guest. Some prestigious hotels provide free use of the gym, breakfast is included in the room rate.

Enterprises renting premises in hotels take part in servicing residents. It can be a bank branch, shops, restaurants, cafes.

The mutual relations of the parties are built on the basis of agreements corresponding to the Civil Code of the Russian Federation. Lease (Chapter 34 of the Civil Code of the Russian Federation) is a contract of property lease. The lessor (landlord) undertakes to provide the tenant (tenant) with property for a fee for temporary possession and use or for temporary use. Products and income are the property of the tenant.

Land plots, enterprises, buildings, equipment, vehicles can be leased. If the lease agreement does not contain data on the leased property, it is considered invalid. The lessor may be the owner of the property, as well as persons authorized by law or the owner to lease the property.

The real estate lease agreement is concluded in writing. The real estate lease agreement is subject to state registration.

If the term of the lease agreement is not defined, each of the parties has the right to cancel it at any time by notifying the other party one month in advance, and in the case of real estate - three months in advance. The tenant is obliged to timely pay a fee for the use of the property in the form of:

amounts of payments made periodically or at a time;

the established share of the products or income received as a result of the lease of property;

provision of certain services by the tenant.

Organizations that are not located in the hotel building (laundries, dry cleaners, repair shops, transport companies, travel companies, insurance companies) can take part in customer service. They fulfill hotel orders out of turn. In order to ensure the urgent and high-quality performance of services, it is necessary to first study and clarify all the conditions for their provision with the supplier and conclude an agreement with him, in which, in addition to the volume and range of remote control services, specify the terms for the performance of services by type.

Hotel employees are intermediaries between the contractor and the customer, and they are responsible for the timely execution of the order. Delivery is carried out by couriers or messengers. When placing an order, hotel employees must take into account the date of departure of the resident. These services are provided by the service bureau or room service staff.