What services does a guest receive in a modern hotel. Services included in the room rate. Work or leisure

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.

On this moment there is a lot of literature on this topic by foreign authors, in Western countries accumulated a huge long-term experience in management in hotel enterprises. 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 term paper 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 state standard establishing requirements in the field of rendering services;

price of rooms (places in the room);

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

list and price 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 residence.

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 the regulations provide mandatory requirements services, the quality of the services provided must meet 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:

At home hotel type, 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 Russian hotel, then 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. Typically, this is very small hotel, for 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 - optimal choice for the majority of 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. Hotel service various countries world can be very different 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 European standards average and above average. 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, night club 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 a guest receives from the reception and accommodation service depends on hotel complex. 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, providing 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 exercises control over the hotel's room stock, keeping a file on the occupancy of rooms and availability, and performs the functions 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. Exist different types menu so that the client always has a choice when receiving a service such as food.

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 for restaurants haute cuisine 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. Economy 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

Managers in the hospitality industry should think of a product as a four-tiered system: core product, ancillary product, complementary product, and extended product.

A hotel company usually provides a client with a set of different services, and the variety and standard of these services depend on the type and category of the enterprise. Using the services of a hotel company, the client sometimes uses all the possibilities of the hotel, and sometimes consumes only a part of the available services, in accordance with his needs. Different customer needs are met with different product elements.

The main product or service provided by hotels is accommodation. The need for accommodation satisfies, first of all, the physiological need for rest. Satisfaction of this need requires protection from weather conditions - rain, cold (in certain parts of the world - from heat), isolation from people with whom there is no desire to be near, who do not want to catch the eye, whose presence would spoil the rest. Satisfying this need also means the possibility of other activities, as well as hygiene procedures.

The need for accommodation is satisfied by the hotel company, providing the guest with a room of a certain type and category. It can be an apartment, consisting of several rooms, with a bathhouse, a sauna, a fireplace, and other amenities, or it can be a corner in the multi-bed room of the camp site, where you should arrive with your sleeping bag.

Types of additional services provided in hotel enterprises

In the hotel industry great importance given to the service. Service means a system of measures that provides a high level of comfort and satisfaction of a wide variety of household, economic, cultural needs of guests, subject to preventive and professional service.

Based on the study of the demand of guests, employees of hotel enterprises are looking for more and more new ways and forms of serving their customers. Particular attention is paid to the provision of additional services. There are already about 300 of them in the world. It is customary to call additional services because the main service provided to customers in hotels is the provision of rooms or beds. Hotels provide additional services in accordance with the "Rules for the provision of hotel services in the Russian Federation" dated April 25, 1997 No. 490 with subsequent changes.

Additional services, in turn, are divided into three groups:

1. The first group includes services that the hotel is obliged to provide to the consumer at no additional charge: calling an ambulance, using a first-aid kit, delivering correspondence to the room upon receipt, waking up at a certain time, providing boiling water, needles, threads, one set of dishes and cutlery appliances. The list of these services and their gratuitous status are enshrined in paragraph 15 of the "Rules for the provision of hotel services in the Russian Federation", in other words, this rule is imperative, the contractor has the right to expand this list, but not reduce it in any way and is not entitled to charge for services.

2. The second group includes services that are not included in the price of the room by the contractor, but they are provided on the territory of the hotel. These services can be provided to the consumer for a fee and with his consent: dry cleaning, laundry, massage, bar, restaurant, beauty salon, telephone, car rental, travel and excursion agency, sauna, solarium. Typically, a list of such additional services is included in the price list and is located in the lobby on the ground floor.

The provision of additional paid services is formalized by an agreement, a receipt for the provision of additional paid services or other document, which must indicate all types of additional services received by the client, the cost of each service or the total cost of the complex of services.

The list and quality of paid additional services must comply with the requirements of the category assigned to the hotel, usually the list is supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, level of comfort and other reasons.

The development trend of the hotel industry is aimed at expanding the range of services in hotels for various purposes. However, paragraph 11 of the "Rules for the provision of hotel services in the Russian Federation" enshrines the consumer's right to refuse to pay for such services, and if they are paid, the consumer has the right to demand that the contractor return the amount paid.

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

3. The third group includes services that the consumer has the right to demand, and the performer, in turn, has the right to provide them. The services included in this group can be described as single, atypical (the consumer demands some exotic food to be delivered to his room). Some services from this group may be provided for by the contract.

All services, with the exception of some additional services, provided by hotels, customers use at the place of their production, that is, on the territory of the hotel. If the hotel service is not implemented here and now, then it will not be provided anywhere and never, therefore, all services attached to the hotel room must be provided. In the event that at least one of its components stipulated by the contract was not provided, we are talking about the fact that the hotel service was not fully provided, and, accordingly, the negative consequences provided for by the current legislation may occur in relation to the hotel.

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Introduction

Chapter 1. Provision of additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Ancillary Services

1.4 Additional catering services

1.5. Main trends in the field of additional services

Chapter 2. Provision of additional services in the sanatorium "Sayany"

2.1 Description of the resort where the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the sanatorium "Sayany"

Conclusion

Bibliography

Application

Introduction

Relevanceresearch- a modern hotel complex occupies an important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in terms of accommodation and food. Without hotels, it is impossible to create a modern tourism industry.

Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activity and plays an important role in improving the efficiency of social production.

The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, long-distance and international communication services, and transport services for guests. Hotels can not do without shops and souvenir kiosks, restaurants and bars.

In addition, focusing on a business person, hotels should provide their guests with the opportunity not only to organize their working time well and efficiently, but also to relax after a busy day. Therefore, in modern hotels there are gyms and fitness clubs, beauty salons, billiard rooms, slot machines and casinos, etc.

In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important. hotel additional service

Remaining the main one, the accommodation service is taken for granted by the guests, and it is the additional services that distinguish this hotel from a number of others that cause increased interest.

Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.

TargetYuresearch- is the consideration of a complex of additional and related services of the hotel.

Tasksresearch:

1. Give a theoretical definition of additional services;

2. To analyze the approaches of modern theories and concepts to the analysis of the development processes of modern systems and methods of managing additional services in the hotel industry;

3. Give a general description and identify the main features of additional services in the hotel industry that arise on present stage its development;

4. Identify factors that ensure the competitiveness of the hotel;

5. Evaluate the effectiveness of additional services in the hotel;

6. Develop proposals on the use of more effective methods of additional services for the hotel industry and improvement of the mechanism for supporting domestic enterprises in the provision of these services.

An objectresearch- Additional services.

Subjectresearch- is the sanatorium "Sayan".

Chapter1. Providingadditionalservices

1.1 conceptadditionalservicesVhotels

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra.

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.

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

There are more than 30 different hotel classification systems in the world. Each country has its own national standards. The most common classification system is the "star" system, which includes five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It defines the requirements for hotels of a particular category.

1. 2 Kindsadditionalservices

From the point of view of common sense, there can be no question of any kind of hospitality without satisfying the primary needs of a person - the needs for food, rest and sleep. In this regard, the most reasonable and quite logical is the following definition of a hotel, which was given by S.I. Baylik: "A hotel is an enterprise that provides people who are away from home with a range of services, the most important of which are equally the service of accommodation and meals."

The hotel provides additional services, the cost of which is included in the price:

Reception and accommodation services (round the clock);

Baggage service at the request of the guest (around the clock), luggage service is carried out to the elevator in the lobby of the 1st floor;

Taxi call (around the clock);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (24/7);

Booking a parking space (24/7);

Use of a household self-service room (round the clock);

Provision of a baby cot (around the clock);

Ordering theater and concert tickets (daily from 10:00 to 16:00, except weekends and holidays);

Reservation of a table in the hotel cafe;

Provision of mineral water, hygiene kits in the room (daily);

Shoe cleaning machine.

The hotel provides additional services for a fee:

Luggage storage in a storage room (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the safe of the administration (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables in the hotel;

Sauna services (daily, according to the operating hours of the sauna);

Rent of a negotiation room;

Rent of a set of dishes (round the clock);

Rent an electric kettle (24 hours);

Additional change of bed linen, towels (around the clock);

Reception of fax messages (round the clock);

Photocopying of documents (round the clock);

Scanning of documents (daily according to the opening hours of the conference center, except weekends and holidays);

Sale of postal envelopes, telephone cards and access cards to the Internet using Wi-Fi technology, cards;

Reception of e-mail (daily, according to the opening hours of the conference center, except weekends and holidays);

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Provision of hot drinks in the lobby of the 1st floor;

Hairdressing services;

Currency exchange services;

Services of contact vision correction room;

Dental services, solarium;

Cafe-bar services.

The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel. Additional services have a very wide range and occupy up to 50% of the total income with a developed tourism infrastructure.

The most common:

excursion service;

ordering services of guides-translators;

organization of ticket sales for all types of transport;

organization of sale of tickets to theaters, circus, concerts, etc.;

ordering vehicles at the request of guests;

calling a taxi;

· car rental;

ordering places in the restaurants of the city;

purchase and delivery of flowers;

sale of souvenirs, postcards and other printed materials;

· 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;

· rental of a conference hall, negotiation halls;

business center services.

Related services include:

1. providing sovereign products, tourist symbols;

2. trade, currency and credit, information, congress and other services;

3. services of special types of communication, provision of individual safes, etc.

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

Household services include the following:

1. urgent laundry and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel employees contributes to the creation of the guest's good impression about the hotel. Therefore, when talking on the phone, communicating in person or in writing, hotel workers are required to behave "in style" with both guests and colleagues. The idea of ​​"style" is carried out due to the observance of the following rules.

Additional services are an integral part of the hotel. By the range of these services, you can see what type the hotel belongs to. When providing services, not only their quantity is important, but also their quality.

The most common additional services: 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.

1 . 4 Additionalservicesfood

In addition to the direct services of the hotel industry, hotels can carry out other types of economic activity, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.

A restaurant at a hotel can be a separate catering establishment, or it can also be one of the divisions of the hotel complex. At the same time, regardless of the fact that the restaurant is not an independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering enterprises.

The main requirements for such catering establishments as restaurants are established in the Decree of the Government of the Russian Federation dated August 15, 1997 No. 1036 “On Approval of the Rules for the Provision of Catering Services”.

In accordance with the classification of catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises, the restaurant is a public catering enterprise with a wide range of complex dishes, including custom-made and branded ones; wine and vodka, tobacco and confectionery products, with an increased level of service in combination with recreation.

1.5 MaintrendsVsphereadditionalservices

Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The favorable development of this area of ​​the hotel's activity is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily work of the hotel, and competent management of this area of ​​work. It is noteworthy that financial issues in the organization and development of additional services are far from always in the foreground. In the system of additional services, as in no other part hotel business, non-standard approaches to solving many issues are in demand.

This gives the hotel, though small, but a real opportunity to stand out from the competition.

The development of a system of additional services is also possible outside the walls of the hotel enterprise, in connection with which many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components of the hotel industry.

The solution of such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of an appropriate urban infrastructure, can and should be carried out by some external force, and the state fits this role perfectly.

It turns out that the development of additional services should not be an end in itself, their role is secondary and clearly limited. They really represent something that complements the "main course" - the provision of proper hotel services.

The main ones are the organization of various conferences, symposiums and trainings for personnel on its basis. Service of corporate business tourists can bring up to 40-50% of income. True, for this it is necessary to have suitable areas and equipment.

Those hotels that do not have this, have to be content with the organization of various holiday programs, which also bring a lot of profit.

Services that bring additional income to hotels are very diverse.

The system of additional services, unlike other parts of the hotel business, requires non-standard approaches to solving many issues. Proper organization of the process of implementation and provision of additional services makes it possible to expand the list of offers for hotel customers and attract additional categories of consumers. The largest additional income for hotels at the moment comes from the organization of congress centers, which attracts business clients who have significant in cash. The history of the emergence of additional hotel services has its roots in ancient times.

Conclusion: With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still going on. The development of a system of additional services has contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income.

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayans»

2. 1 Descriptionresort,Vwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia Tunkinsky district of the village of Arshan, which is a resort. Resort "Arshan" - a unique healing area, which for many years gives health to the inhabitants of Buryatia, is a branch of a sanatorium-resort institution, in close cooperation with another branch - the resort "Goryachinsk".

In the middle of the 19th century, the magical spring "Arshan" was discovered in Tunka. Water had miraculous properties to heal local residents from many diseases. It is with the discovery of this source that the history of the modern Arshan resort is closely connected. First official information about opening healing spring associated with the name of the local hunter Terenty Chemezov. The discovery of Chemezov interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University "... de in the area of ​​the Koimorsky foreign government in the Tunkinsky department of the Irkutsk province, I found an acid-soda-iron source." In 1898 Ya.A. Chistokhin filed a petition to allocate to his use for 24 years a source at the top of the Kyngyrga River. The request of the priest was granted for the arrangement of a medical resort. On the Kyngyrga River near Arshan, the construction of country houses for the delivery of people coming for treatment begins. The following data on the number of people resting here were recorded: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Prior to Soviet rule, the Arshan Springs were under the jurisdiction of the Irkutsk State Property Administration, were exploited by private individuals and did not receive much development. In this state, "Arshan" was before the October Revolution. March 20, 1919 by decree of the Council of People's Commissars signed by V.I. Lenin's medical area was nationalized.

The main healing factor of the resort in those years was the cold carbonic waters used both for drinking and for bathing.

From 1925 to 1952, the chief doctors and directors were involved in the management and development of the Arshan resort: M.S. Malinovsky, A.I. Kazantsev, A.K. Aborin, S.K. Fedorovtsev, M.I. Zvonarev, N.M. Shakhnin, P.S. Mezhevov, H.G. Khakhalov, V. Dudin, P.T. Yazhinov.

From 1952 to 1958 the resort was headed by the honored doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968 the resort was headed by the chief physicians Valentina Alexandrovna Lisina, Valentin Ivanovich Chernykh.

In 1971, the resort "Arshan" was given the status of a resort of federal significance. From 1969 to 1997, the resort was headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat ASSR.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, who was awarded the badges "Excellent worker in healthcare of the Ust-Orda Buryat Autonomous Okrug", "Excellent worker in healthcare of the Republic of Sakha (Yakutia)", the medal "Laureate of the All-Russian Exhibition Center". resort complex"Arshan" is currently a large modern multi-profile climatic and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

Indications for treatment at the resort "Arshan": diseases of the digestive system, diseases of the circulatory system, respiratory diseases (chronic bronchitis, tracheobronchitis, bronchial asthma with unclean and mild attacks), diseases of the urinary system (chronic pyelonephritis, urolithiasis disease, cystitis), metabolic diseases and diseases of the endocrine system (obesity, diabetes mellitus).

In the structure of the resort, the sanatoriums Arshan, Sayany, the children's sanatorium and health camp Edelweiss work all year round, there are also: the department "Mother and Child" for 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and rehabilitation treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), unloading and dietary therapy (RDT) is used in the practice of doctor A.D. Shagdurova, a new medical technology is being introduced - Endoecological rehabilitation according to the method of Professor Yu.I. Levin.

2.2 Sanatorium"Sayans"

Sanatorium "Sayany" of the resort "Arshan" is a unique center for recreation and treatment of people of all ages. It is located one kilometer from the sanatorium "Arshan", on the land of the ancient Tunka, known for its expanse valleys, mountain ranges of the Eastern Sayan Mountains. Through the rocks and canyons, the Kyngarga River makes its way with silvery waterfalls. Kyngarga waterfalls are a truly breathtaking sight, a stunning natural phenomenon. And as a worthy completion of the splendor of Tunkinskaya nature - healing mineral springs"Arshan", a true treasure of the resort. The springs are located on the territory of the resort.

Sanatorium "Sayany" is a modern five-story stone building with a warm two-story transition to other blocks and services. Buildings that house a dining room with a banquet hall, a clinic, a drinking pump room, a bathroom, a swimming pool, as well as a cinema and concert hall and a dance hall. The health resort can simultaneously accept 422 people for treatment. Near the building of the sanatorium "Sayany" there are two more two-story buildings No. 8, No. 9 with total area 10781 sq. m.

Vacationers are accommodated in comfortable standard single and double rooms, as well as in "junior suites" and apartments. Each room has a bathroom with shower or bath, TV, refrigerator, satellite TV, hot and cold water. The rooms are heated from the boiler room of the sanatorium.

The main therapeutic factors used in the sanatorium are carbonic, low-mineralized, siliceous, sulphate-bicarbonate-magnesium-calcium slightly acidic mineral waters of three varieties: thermal, warm, cold, intended both for drinking and for external use, healing freshwater medium sulfide silt mud of Tsagan-Nur lake.

The life-giving power of mineral water successfully cures many diseases of the digestive, circulatory, respiratory, urinary systems, as well as metabolic disorders, functional disorders of the nervous system.

With special care in the sanatorium, patients of the rehabilitation department are treated, where they are treated after undergoing surgical operations for gastric ulcer, duodenal ulcer, removal of the gallbladder. Since 2006, patients with diabetes mellitus, pregnant women of risk groups who have been operated on for pancreatitis have been recovering here.

The departments "Adult with a child", unloading and dietary therapy (therapeutic starvation) are popular.

Long-term cooperation with the Tomsk Research Institute of Balneology and Physiotherapy and the Irkutsk State Medical University allows the sanatorium to consistently improve and develop new methods for treating patients with specialized diseases.

Since 2005, the Sayany sanatorium has been fulfilling an important task of the Social Insurance Fund of the Russian Federation - to accept citizens of privileged categories for treatment, in accordance with Federal Law No. 122 of 08.22.2004. Over 6 thousand beneficiaries from Buryatia, Kuzbass, Altai, Zabaikalsky Krai underwent a course of health-improving treatment , Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayans»

Sanatorium "Sayany" has a developed infrastructure for have a great holiday and entertainment for every taste: a swimming pool with a track length of 24 m is open all year round, a cosmetology room, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, a children's play salon, sports grounds, cafe "Altan Serge”, organized rental of sports and tourist inventory, theme evenings, discos are held. In a beautifully designed concert hall local bands often perform. Excursions are organized for vacationers in the picturesque surroundings of the resort - to the craters of extinct volcanoes, to the active datsan, to waterfalls, all kinds of entertainment and sports events are held.

Additional medical services are provided by: preventive treatment and prosthetics of teeth, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty parlor, oxygen cocktail, underwater massage shower, autogravitational traction of the spine, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, colon monitor cleaning room, electrocardiography room, physio room. In the sanatorium "Sayany" qualified doctors, specialists who will help to conduct the necessary examination, prescribe treatment, and consult. A beneficial effect on treatment is provided by classes in health groups, in gyms, dosed walking along forest health paths (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win in the difficult competition in the accommodation market.

As a result of the presence of a complex of natural healing factors and highly qualified specialists, the effectiveness of treatment at the Arshan resort is high and amounts to 95% or more, depending on the initial state of the body and the nature and severity of the disease.

Conclusion

Result: As a result of the work done, I understood in detail the various types of additional services, as well as the ways of their provision, I learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. 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.

Conclusion: 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.

A high level of service helps the hotel to establish itself in the market tourism services from the best side and attract more customers.

The hotel is an enterprise designed to provide people who are away from home with accommodation, meals and various additional services.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, their location and intended purpose, the level of comfort and other reasons. Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income. Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The current trend in the development of the hotel business is such that accommodation companies diversify their product, trying to offer the maximum number of additional services.

If before the presence a large number additional services testified to the "star" of the hotel, now additional services are the "face" of the accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. Remaining basic, the accommodation service is taken for granted by the guests. Increased interest is caused by services that distinguish this hotel from a number of others. In most cases, these services are additional.

Listusedliterature

1. Bailik S.I. Hospitality: organization, management, maintenance / S.I. Bailik. - Kyiv: Alterpress, 2002.

2. Bondarenko G.A. Hotel and restaurant management. - M.: New knowledge, 2001.

3. Brimer R.A. Fundamentals of management in the hospitality industry / Per. from English. - M.: Aspect-Press, 2003. - 254 p.

4. Brashnov D.G. Hotel service and tourism. - M.: Alfa-M, 2011

5. Wagen L. Hotel business: Textbook. - Rostov-on-Don: Phoenix, 2006.- 471 p.

6. Glebov A. Competitiveness/A. Glebov//Marketing. - 2005. - P.11.

7. Hotel business. S. Medlik, H. Ingram. Ed. Unity-Dana. Moscow 2005.- 361 p.

8. Gracheva O.Yu. Organization of tourism business: technology for creating a tourist product: a training manual. - M.: Dashkov and Co., 2010.

9. http:// Russia-smolensk.ru

10. http:// hotel-new.ru

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Acquaintance with the peculiarities of the organization of service in the hotels of the Five Star sector, taking into account the provision of basic and additional services. Consideration of ways to identify service technology and the impact of the quality of service delivery on customers.

thesis, added 05/19/2014


Main characteristics, classification of hotel services. Analysis of the range of additional services in hotel enterprises on the example Khabarovsk Territory. Development of a project to expand the range of additional services at the hospitality enterprise "Sever" LLC.

thesis, added 03/21/2012


Rules for the provision of hotel services in the Russian Federation. History of development, essence and types of modern hotel business. Organizational structure of hotel management. Improving the quality of service and the provision of tourism services.

term paper, added 12/18/2015


Formation of the concept of a complex of new additional services and the technology of their implementation in the hotel "Marco Polo", operating in the market of St. Petersburg. Aspects of the competitiveness of a hotel enterprise. Characteristics of the city's hotel services market.

thesis, added 07/13/2015


The concept and essence of hotel services in the hospitality industry. Basic and additional hotel services, their classification and characteristics. Trends in the field of additional services. Services of interactive and pay TV in the hotel "Avanta".

term paper, added 02/19/2014


The study of the history of the formation of the hotel industry in Russia. Analysis of the hotel business today. Organization of additional services and entertainment. Consideration of the prospects for the development of the hotel industry, identification of problems in this area.

thesis, added 01/31/2015


Concepts and types of hotel services, rules and procedures for their provision. Basic provisions for ensuring security in 4 * hotels. Technology for ensuring the safety of personal belongings and valuables of residents on the example of the Marriott Hotel Tverskaya.

term paper, added 05/05/2014


Additional services provided in tourist complexes. Information about the hotel "Navigator" in Kaliningrad: description of rooms, cost of living, conference hall and restaurant. Rules for the provision of hotel services in the Russian Federation.

term paper, added 03/22/2012


Characteristics of hotels as business entities, the study of basic concepts in the field of hotel business and international classification. Features of hotel associations, accommodation services, meals, additional services of hotel enterprises.

Hotel is an enterprise whose goal is to make a profit by selling its “product” in the form of a set of services (accommodation services and catering services).

There are different concepts of service. In a narrow sense, service It is an action that benefits, helps another.

Service in a broad sense- this is the result achieved with the direct interaction of the performer and the consumer, as well as the performer's own activities to meet the needs of the consumer.

Service is an intangible thing, and therefore cannot be measured, but can only be estimated.

The hotel service consists of:

1) services of providing special premises that can be used to meet their needs;

2) services provided by the hotel staff (room cleaning, customer registration, meals).

The main element of the accommodation service is, of course, a hotel room (a room equipped for rest, sleep, work of the client). The main function of the room is the possibility of sleeping. Depending on the purpose of the hotel and the needs of the guests, functions such as the ability to work in the room can be no less significant (typical for business-class hotels that have a desk, telephone, fax, computer in the room).

Regardless of the category, area, equipment, each room must have a bed, a table or a bedside table for each bed, a chair or armchair according to the number of guests, lighting for all rooms in the room, a waste basket.

In order to feed guests, it is necessary to prepare meals in the kitchen, sell cooked products, alcoholic and non-alcoholic drinks, serve hotel guests in a restaurant, bar, cafe, hotel rooms.

There are additional services in the form of providing a swimming pool, a gym, conference rooms, car rental, dry cleaning services, laundry, hairdressing services, and a massage room.

Now the accommodation service is taken for granted, and in order to attract customers, it is necessary to develop additional services that will help to stand out from the hotels of the same category.

Consider features of hotel services.

The process of production and consumption takes place in the same time period. To receive a hotel service, it is necessary to involve both the consumer and the performer in the consumption process. To provide a service, hotel staff have to come into direct contact with the consumer. For the client, this contact is an integral part of the service itself.

Intangibility of hotel services. The hotel service cannot be touched or seen, as it is intangible. In order to evaluate a service, it must first be consumed. A service is a promise to perform certain actions to meet a customer's needs.

Hotel services cannot be prepared in advance, as they are not expressed in material form. The hotel product is produced in order to satisfy the real needs of customers, and they need to be satisfied within a certain period of time.

quality variability. The quality of the services provided depends on their performer and on the environment in which they are performed. Skills, mood, and other factors can big influence on the quality of the service. After all, the same contractor can serve the client in completely different ways (for example, at the beginning of the working day, when the contractor more strength, the quality of the services they provide will be higher than by the end of the working day, when the forces are running out). The variability of the service very often provokes dissatisfaction on the part of consumers.

Seasonality of demand for hotel services. The demand for a hotel product, depending on the situation, can change almost every day. Seasonality is very pronounced in countries with a changing climate (most tourists prefer to relax in the summer months).

There are certain factors that affect sales volumes. These factors include:

1) location of the hotel. This factor undoubtedly plays a very important role, since the price of travel to the hotel, the attractiveness of the environment, the development of the country's or city's infrastructure depend on it;

2) service level. This factor depends on the quality and completeness of the services provided, the availability of various types of amenities, their style and quality;

3) price. This factor can sometimes be decisive when choosing a hotel;

4) serviceability;

5) range of services. Today, hotels offer a wide range of services that can satisfy almost all the whims of guests. The most common are accommodation services, catering services. In a good hotel, without going outside, you can get yourself a high-quality haircut, take a steam bath in the sauna or play billiards. The main income of the hotel comes from accommodation fees, but with a well-developed additional service, you can also make a good profit;

6) the image of the hotel. This factor is highly valued by every hotel, as it helps it to remain competitive and receive additional profit (in case of a positive image). Image is a complex consisting of all of the above factors.

The main subject of the hotel business is, of course, the hotel room. Hotel services is a special hotel product that can be purchased through exchange deals. The client pays not for the right to own the number, but for the right to have access to it at the agreed time. Modern business conditions require hotels to resolve all production and other issues as soon as possible. People do not like to wait, so to improve the quality of service, it is necessary to provide services quickly and efficiently.

Introduction
1 Theoretical aspects of organizing the work of additional and
related hotel services
1.1 The concept of additional services in the hotel.
1.2 Types of additional and related services

1.4 The main current trends in the field of supplementary
services.
2.

Conclusion
Bibliography

Introduction

The modern hotel complex occupies an important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in terms of accommodation and food. Without hotels, it is impossible to create a modern tourism industry.
Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activity and plays an important role in improving the efficiency of social production.
The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, long-distance and international communication services, and transport services for guests. Hotels can not do without shops and souvenir kiosks, restaurants and bars.
In addition, focusing on a business person, hotels should provide their guests with the opportunity not only to organize their working time well and efficiently, but also to relax after a busy day. Therefore, modern hotels have gyms and fitness centers, beauty salons, billiard rooms, slot machines and casinos, etc.
In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important.
Remaining the main one, the accommodation service is perceived by guests as a matter of course, and additional services that distinguish this hotel from a number of others arouse increased interest.
Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.
The purpose of this work is to consider a complex of additional and related services of the hotel.
The following tasks follow from this goal:
- give theoretical definitions of additional and related services;
- disclose the content of the classification of additional services;
- determining the value of additional services in the hotel business;
- show the main current trends in the field of additional
services.
The theoretical and informational basis of the course work is textbooks on the organization and technology of hotel services, and others.

1 Theoretical aspects of organizing the work of additional and related hotel services

The concept and essence of additional services in a hotel

1.2 Types of additional services and related services of the hotel

Additional hotel services are divided into two categories:
1) services provided directly by the hotel itself (that is, on its own);
2) services provided by outside organizations.
The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, the level of comfort and other reasons. Most often, hotels offer their guests to use the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, juice bar), grocery and souvenir shops, vending machines. You can spend your free time and relax at a disco, in a casino, a nightclub, a slot machine hall, a video game hall, a billiard room and a bowling alley. For outdoor enthusiasts, hotels offer the services of a sauna, bath, massage, swimming pool (outdoor, indoor and children's). Such services also include gyms, playgrounds, mini-golf, a gym, golf, basketball, volleyball, table tennis, tennis, stables, a beach on the sea, lake, river coast, as well as equipment for water and underwater sports . You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), a travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: meeting room, concert hall, business centers, copier, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.
The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.
Organization of consumer services
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.
Irons can be rented at lower category hotels. The guest himself irons in the room or in a special room where there is an ironing board.
Urgent shoe repair and cleaning. 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.
Storage of things and valuables (luggage office and safes in the rooms and at the reception).
Unloading, loading and delivery of luggage to the room (paid by tips - the hotel organizes the queue of messengers to receive the same tips).
Rental of cultural and household items (TVs, dishes, sports equipment); photographic works.
Hairdressing, manicure and massage services. These services can also be provided in rooms, but are subject to a surcharge.
Food delivery to the room.
Usually in each room in the advertising folder there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks for washing, cleaning the room or simply does not want to be disturbed.

Transport services
Transport services are one of the important types of services in hotels. These include: booking tickets, ordering a taxi, car rental, etc.
The most requested additional service by guests can be considered the service of booking rooms.
In a number of hotels of the level of four or five stars, the reservation service is provided free of charge. However, this does not mean at all that hotels provide this service free of charge. The fact is that, depending on the level of the hotel, booking can be carried out as part of the fulfillment by the employees of the booking service of their direct duties. This is not considered as a separate service, since the work of the hotel is structured in such a way that, in principle, guests are not accommodated without prior booking of a room, regardless of whether the client wants to book a room or not. This policy of the hotel operation allows it to plan its load, labor costs and, ultimately, the income of the hotel as a whole.
Booking tickets for various modes of transport can be done using the latest information technology. Some global computer networks have achieved great success in this.
Hotels that have connected to global booking networks have the opportunity to enter information about the hotel itself, types of rooms, their descriptions and prices into their database.
In Moscow and St. Petersburg, 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 connection with firms providing ticket booking services.
Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways:
in the city taxi service;
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, etc.). For example, in Moscow and St. Petersburg, high-class hotels have their own taxi services.
Car rental. The car rental procedure is simple: provided that the tourist is at least 21 years old and does not exceed 70 years old, it is enough to present a passport and a driver's license (Russian or international standard) to the rental service employee.
By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is only available 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. The rental fee usually includes:
unlimited car mileage;
delivery of a car to a client within the city;
repair or replacement of the 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 client; however, if the driver was under the influence of alcohol at the time of the accident, the insurance will not be 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. The car must be provided to the client with a full tank, but the guest must also return it with a full tank.
For an additional fee, you can purchase the right to drive a car with a second driver. If the client leaves a security deposit (it is taken in case of paying fines), you should ask in advance when it will be returned.
Increasingly popular among hotel customers are health centers , the availability of which for hotels of a high category is a prerequisite in accordance with the minimum requirements for accommodation facilities established by the Regulations on the state system for classifying hotels and other accommodation facilities. However, simpler hotels are also trying to develop this direction.
The list of services provided by the health center can be very diverse depending on the level of the hotel, the requirements of the guests and the imagination of the hotel manager. However, as a rule, it includes the following types of services:
- pool;
- jacuzzi;
- sauna and other baths;
- solarium;
- Gym;
- individual and group lessons with an instructor;
- massage, etc.
Provision of premises for rent
Not always the hotel can provide additional services to residents on its own. Sometimes this is associated not only with additional costs, but also with the lack of knowledge for the implementation of a particular type of activity. For example, this applies to the gambling business. Typically, the hotels themselves do not engage in this type of activity, but only provide the appropriate premises to tenants. In general, hotels provide space for rent under the most different types services. These can be shops (grocery, newsstands, souvenir shops, clothing boutiques, etc.), hairdressers, restaurants or bars, travel agencies that accept orders for air and railway tickets, etc.
As the areas transferred by the hotel for rent, there are both premises that are not adapted for living, and areas that, in principle, are intended for the number of rooms.
Recently, a fairly common practice for hotels is the provision of premises, originally intended for rooms, for rent.
Additional services provided by third parties
organizations

In the event that dry cleaning and laundry services, communication services, the Internet, television, motor transport services and others are provided by third-party organizations, the hotel acts as an attorney, commission agent or agent, depending on the nature of the contracts concluded with these organizations.
According to Article 971 of the Civil Code of the Russian Federation, under an agency agreement, one party (attorney) undertakes to perform certain legal actions on behalf and at the expense of the other party (principal). The rights and obligations under the transaction made by the attorney arise directly from the principal. Therefore, the principal must issue a power of attorney to the attorney to perform legal actions stipulated by the contract of agency. Usually, the obligations of the hotel are reduced to concluding agreements with their guests in the interests of organizations that provide additional services to residents. Otherwise, it may be called expanding the client base of the principal (committent or principal). The hotel also undertakes to collect payments for services provided to guests by the principal (committent, principal).

1.3 Additional food and excursion services

In addition to the direct services of the hotel industry, hotels can carry out other types of economic activity, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.
Food is one of the main services in hotel service.There are three main forms of catering in hotel services:
meals paid by the client;
meals not included in the room rate;
Meals provided for an additional fee.
Meals are not a mandatory service as part of the tourist product and may not be provided during the implementation of the tour. However, one should take into account the fact that a person's need for nutrition is physiological. In the event that this service is not provided during the trip, tour organizers should take care of two problems: a) the problem of reserving a certain amount of time for tourists to eat and b) the problem of informing tourists about the food establishments available in the destination.
Serving guests in restaurants is a special form of service in a hotel.A restaurant at a hotel can be a separate catering establishment, or it can also be one of the divisions of the hotel complex. At the same time, regardless of the fact that the restaurant is not an independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering enterprises.
Excursion services and services "meeting-seeing off"
Excursion services are included in the list of additional services provided by accommodation facilities. It should be noted that excursion services are provided by the majority of hotel enterprises, regardless of their category and reputation. A number of hotels have their own tour desks and specialized departments.
So, the excursion company uses various forms of service in its work:
1. Excursion as a separate service: sightseeing and thematic excursions, walking tours using various modes of transport, industrial excursions, excursions to museums, exhibitions, reserves, wildlife sanctuaries. Distinguishes the excursion: the presence of a topic, a qualified leader - a guide, an excursion group; display of excursion objects; movement of participants; duration from one hour to a day.
2. Excursion as part of a tour, weekend itinerary, which is an integral part of the proposed tour.
3. Organization of excursions, cultural and entertainment services.
4. Provision of services of tour guides, tour guides, tour leaders, organizers of excursions.
5. Traveling excursion information. This service is offered on long-term intra-route transportation. The tour guide or tour leader gives brief information(in the form of a tour guide) for sightseeing objects located on the route of the group.
The excursion service also includes escort services and "meet-see-off" services. A group tourist trip requires a competent and clear organization of the processes associated with the movement of a group of tourists, its delivery to the place of accommodation, the accommodation of tourists in a hotel (s), the further passage of all stages of the stay program, this responsibility is assigned to the so-called tour leader.
The escort must monitor the progress of the excursions - they must be carried out according to plan. If it is impossible to conduct an excursion within the specified period, agree on transferring it to another time, in extreme cases, with the consent of tourists, find an alternative option. On the last day of your stay at the hotel - inform tourists about the timely payment of invoices issued by the hotel upon the provision of additional services (telephone, gym, mini-bar, etc.). When leaving the country, all stages of entry are repeated.
At the entrance to the hotel, a presentation can be held, which provides information about the hotel - where it is located, what additional services can be obtained, the form of payment, etc.
The most traditional forms of leisure activities are sports - mass work, excursion work, film screenings, and leisure evenings 4 .
Library services are one of the oldest forms of leisure activities for vacationers. The work of libraries is most often implemented in three directions: the issuance of books and periodicals for reading in your spare time; holding various thematic events; promotion of healthy lifestyles. Game forms of organizing leisure activities are also quite popular in resorts. Vacationers are provided with both passive (without the involvement of additional staff - checkers, chess, billiards), and active gaming entertainment (with the involvement of animators and special staff).
etc.................