List of hotel services. The role of additional services in the hotel. main types. Free services at the hotel

Services provided in hotels are divided into main And additional, paid And free. In addition to the basic set of necessary services, which include accommodation and meals, no extra charge guests can be provided with the following types:

free wake-up service for guests by a certain time;
information service that will help the client navigate in an unfamiliar city;
call an ambulance;
use of a medical kit;
delivery to the number of correspondence upon receipt;
provision of boiling water, needles, threads, one set of dishes and cutlery.

In addition to mandatory and free services, hotels provide a whole range of paid additional services, the list and quality of which must meet the requirements of the category assigned to the hotel. The most common ones are:

organization services Catering(bar, restaurant, cafe, buffet);
shops, vending machines;
entertainment infrastructure (discotheque, casino, night club, hall slot machines, billiard room);
excursion service, services of guides-translators;
organizing the sale of tickets to theaters, circuses, concerts;
transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
purchase and delivery of flowers;
sale of souvenirs, postcards and other printed materials;
household services (repair and cleaning of shoes; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair hours, household appliances, radio equipment; hairdressing, manicure and massage services and other household services);
beauty salon services;
sauna, bath, swimming pool, gym;
rent of negotiation halls, conference hall;
business center services;
other services.

VIP clients

Upscale hotels have developed special instructions to serve VIP customers (very important persons) and a slightly less significant category of CIP (commercially important customers). The first category includes politicians, artists, big businessmen, etc. The second category includes persons who may be useful for the hotel business (a member of the board of directors, an employee of the central office of the hotel chain to which the hotel belongs, a manager of a large company who can subsequently direct to the hotel for temporary accommodation of their business trips, etc.).

These two categories of clients require heightened attention hotel staff. Upon arrival, they are met by either CEO, or a special VIP-manager. common features Such clients are their high solvency, the need for expensive services and an extremely scrupulous attitude to the quality of service. All guest expectations formed by staying in the best hotels cities, must be implemented. Any little things, any household items and even documents that he encounters during registration must correspond to a high level European standard service. The administration prepares in advance for their meeting, sends champagne, fruits, flowers to the room, organizes additional system security, offers additional services, the approximate list of which depends on the imagination of the management of the institution and the individual preferences of the client. VIP-clients can prepare meals in a restaurant on an individual order with serving directly to the room, provide Internet services, an increased level of comfort in the rooms is expressed in the appropriate design of the room, its equipment with television, video equipment and other equipment.

At the same time, the hotel does not limit itself in the price range when choosing equipment and interior items: all costs will be taken into account when forming the cost of the hotel service. VIP customers cause a lot of extra hassle for the administration, but they always pay higher price for the services provided, their periodic stay at the hotel automatically enhances its image, significantly increases income and affects the pace of development of the hotel.

Client woman

Because women are more inclined to become regular customers hotels, it is especially important to ensure that the most essential requirements for them are met. They basically use the same criteria when choosing a hotel (location, price, etc.) as men, but their priority system is different.

Purity And hotel attraction more important for women than for men.

Women are more concerned safety. They prefer to stay in hotels with only one (main) entrance, located near the porter's desk, and with a well-lit central corridor that enters the doors of all rooms. It is desirable to have a nearby parking area or a well-lit garage. It is very important to have door chains, peepholes, reliable locks in the room. Before inviting the guest to enter the room, the porter must open the door and check it.

Most women prefer their room to have enough space for work and meetings. The room must have good lighting and definitely desk with telephone;

Generally, the length of stay of women in a hotel is longer than that of men, so services such as pool And simulators.

Women are more sensitive to the quality of service, a negative experience in this area can significantly affect the desire to stay at the hotel again. Hotel staff must be suitably trained to ensure that service is provided in a friendly yet business-like manner.

Since, on average, women are more likely to take mini-vacations and spend 25% more time in restaurants than men, therefore, generate significant income hotel business, so it is very important to provide security, comfort and all the necessary services that this market segment requires.

Customer Complaints

Customer complaints are a source of information about the degree of customer satisfaction, their processing allows you to take measures to improve the service. Typical complaints clients (arranged in descending order of frequency) are:

insufficiently attentive attitude of the staff;
unavailability of the room for occupancy;
failure to fulfill the obligation to book a room;
lack of a sense of security in general in the hotel and in the room;
uncomfortable temperature in the room;
increased noise level;
uncomfortable bed;
high prices;
slow service;

The history of the emergence of additional hotel services has its roots in deep antiquity. 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.

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 services that are provided to the guest are largely determined by the

how much the hotel will have a permanent income and, accordingly, the possibility of expansion hotel business.

A service is any activity that one party (the hospitality) can offer to another (the customer), an intangible act that does not result in ownership of anything. Its representation may be associated with a material product. Services provided in hotels are basic and additional. Basic services include accommodation and meals. The range of additional services varies depending on the "star" hotels.

The main services include services: accommodation and meals in accordance with the "Rules for the provision of hotel services". Approved by Decree of the Government of the Russian Federation of April 25, 1997 N 490 (as amended on October 2, 1999, September 15, 2000, February 1, 2005)

For medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort, a huge list of additional services is typical:

Services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);

Entertainment infrastructure (disco, casino, nightclub, slot machine hall, billiard room);

Excursion service, services of guides-translators;

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

Transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed materials;

Household service repair and shoe shine;

Repair and ironing of clothes;

Dry cleaning and laundry services;

Storage of things and valuables;

Unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.;

Repair of watches, household appliances, radio equipment;

Services of a hairdressing salon, manicure and massage rooms and other household services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Other services.

How to use all these services in the room? For example, using a mini-bar with everything is easy. But first you need to study the prices - maybe after that you will not want to open it at all. But even if you just want to get in there out of curiosity, no matter how the mini-bar looks like - electronic, with a lock (the key usually lies nearby), sealed with a piece of paper (so if you open it, it will be immediately noticeable), no financial ruin for you it does not threaten - they do not take money for viewing. If you are able to move around, it is easier to go down (up) to the bar. All the same drinks, but cheaper, you will be offered there. And there is more choice in the bar. After all, only "essential" drinks are concentrated in the mini-bar: mineral water, juice, cola gin, vodka, cognac, martini or campari, beer, whiskey, champagne, etc. As a snack for all drinks - a couple of bags of nuts .

The minibar can be used as an overnight refrigerator by unloading the contents and filling it with your own beer (juice).

Night because if during the day the maid finds that some bottles have been taken out of it, even if they are neatly lined up in front of the bar, then everything temporarily seized will be taken on a pencil. And then, during discharge and the accompanying calculation, it will be useless to argue and prove that you did not "bite". No refund will be taken into account. For the same reason, it is impossible, after drinking a can of cola in the morning, to replace it in the evening with exactly the same one brought from the store.

It is believed that the hotel itself is able to replenish expendable supplies and does not need the services of residents. And indeed, exactly the containers that you emptied during the day, you will again find full the next morning, returning from breakfast.

Urgent laundry and dry cleaning, repair and ironing of personal belongings, for this purpose 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 them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about it). This service can be provided at the hotel, where there is a laundry.

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.

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.

Behind separate fee the hotel can rent a TV set, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, film, photographic equipment; photographic works.

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. All work on the organization of services should be well thought out and organized.

Some hotels have safes in their rooms. The safe can be electronic, or it can be mechanical: either with a combination lock or lockable with a key. Paid safe or not, you need to find out in the reception and accommodation service. None general rule associated with the hotel category does not exist in this question. Mostly paid, sometimes not, at the discretion of the directorate. This is either a room like the one in which valuables are stored in a bank, then the client is given a key and is allowed into this room, or a sealed box, which is taken out to the client upon presentation of a receipt or a key to it. Moreover, if you keep money in such a box, then they are invested in a special envelope on which you sign. It is strongly not recommended to forget the code and lose the key. If the safe has to be cracked, then nothing will be taken from you for the services of the hotel "bear cub", but they may be asked to pay the cost of the safe itself.

When providing any services, the staff must show tact and correctness. 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. 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.

The 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 new services that it can provide, and the guest chooses. But you can not impose services. In accordance with the Rules for the provision of hotel services in the Russian Federation, 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 also prohibited to condition the performance of certain services on the mandatory provision of other services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.

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.

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.

favorable development this direction the operation of the hotel 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 of the 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 a 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 constituent parts 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 hotel services proper.

Under certain initial conditions and the correct organization of the process, additional services are a serious help in the work of a hotel enterprise. The development of additional services allows not only to expand the list of offers for hotel customers, but also to attract residents of the city to visit the hotel complex. Nowadays, it is no longer enough for a hotel to provide a client with a regular room with breakfast. The demands of guests are getting higher, and in order to satisfy them, hotel enterprises have to come up with a lot of additional 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. Travelers spoiled by modern comfort can no longer imagine rooms without a hair dryer or an outlet for connecting a laptop. But this is no longer enough for guests. Hotel complexes go to unprecedented tricks to attract tourists.

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

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.

Conduct free time and you can relax in a disco, a casino, a nightclub, a slot machine hall, a video game hall, a billiard room and a bowling alley. For lovers active rest hotels offer to use 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.), travel agency and excursions, car rental, parking and car parking, garage, shoe shine. Services business people 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

For medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort, a huge list of additional services is typical:

services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);

shops (souvenir, grocery), vending machines;

entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);

excursion service, services of guides-translators;

organizing the sale of tickets to theaters, circuses, concerts, etc.;

transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);

purchase and delivery of flowers;

sale of souvenirs, postcards and other printed materials;

household services (repair and cleaning of shoes; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);

beauty salon services;

sauna, bath, swimming pools, gym;

rent of negotiation halls, conference hall;

business center services;

other services

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.

It is necessary to highlight the aspect of organizing breakfast at the hotel. In order to provide guests with a full-fledged hot breakfast, it is necessary to have an equipped room for its preparation and serving in accordance with the "Rules for the provision of catering services" and meeting sanitary, fire, epidemiological and other rules.

In most small hotels it is impossible to organize such a room, but this is not a reason to be upset and give up. The way out of this situation is as follows. You can provide guests with a breakfast that consists of products that do not require cooking. That is, it can be cuts (cheese, sausage), muesli, yogurt, muffins, etc.

Alternatively, you can conclude an agreement with a catering company that will deliver hot breakfasts every morning and the hotel service will be at the highest level thanks to this.

Breakfast types:

CBF - Continental Breakfast (Continental Breakfast). Continental breakfast or CBF for short. This is the most modest type of breakfast. Most often served in European hotels 2 * -5 *, sometimes it can be found in hotels of the lowest category (2 * -3 *) in other parts of the world. Breakfast consists of tea, coffee, a bun, butter, cottage cheese, an egg, you can also be offered fruit or yogurt.

ABF - American Breakfast (American Breakfast). American breakfast. Fans of a heartier breakfast than CBF should choose this type. In addition to everything that will be offered to you with a continental breakfast, various sausages, hams, cheeses, and vegetable salads will be added to the American breakfast. This type is most common in America and Western Europe.

BBF - Buffet Breakfast Buffet). The most common and popular type of breakfast. Quite often you can find the universal designation of this type - BB. "Buffet" is the most nutritious and plentiful breakfast. The hotel uses breakfasts of this type most often. It can be found in most hotels around the world. It usually includes all dairy and meat products, vegetables and fruits, pastries and confectionery, and all locally produced drinks (even alcoholic drinks will be offered in some cases). The type of food "Buffet" implies the ability to take as much food as necessary, making an unlimited number of approaches.

The 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 new services that it can provide, and the guest chooses). But you can not impose services. In accordance with the Rules for the provision of hotel services in the Russian Federation, 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 also prohibited to condition the performance of certain services on the mandatory provision of other services.

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 complete list services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.

When providing any services, the staff must show tact and correctness. 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, which are handed over with the keys to the reception and accommodation service, and then they are studied in the advertising and marketing service.

The hotel business is a sphere of providing various services of a tangible and intangible nature. It is closely related to the degree of development of business tourism and recreation in the country.

Actually, travel business cannot exist without hotel enterprises. Its development entails an increase in the share of permanent income and, as a result, leads to an expansion of the list of services provided, and most importantly, to an increase in the quality of service.

hotel activities

Types of hotel services

There are basic and additional services in the hotel. They, in turn, can be free and paid. The main invariably remain accommodation and catering for customers. The main element in the placement are hotel rooms. They come in different categories and functional purposes and are used for work and leisure of customers. Tourists on vacation use hotel rooms mainly for sleeping. Therefore, the obligatory attributes in them are a bed, a bedside table or a night table, a chair or an armchair, a wardrobe, a wastebasket. In business rooms, in addition to the above, there is appropriate furniture and equipment for work.

The category of rooms is determined by the components of the comfort level. There are many evaluation criteria - the condition and technical equipment of the room, amenities, catering establishments, the surrounding area, access roads and more. There is no single classification by class in the world, because in different countries understanding of the level of comfort is different, and assessment systems are different. The generally accepted criteria are location, capacity, functional purpose, duration of operation and length of stay of customers, catering, price level. Accommodation and catering services are already perceived by customers of different categories as a common thing. And here are additional accompanying services in the hotel distinguish it from other enterprises of a similar type and are the subject of increased interest of tourists.

Registration and payment of basic services

Comfortable hotels provide round-the-clock and daily reception and registration of clients.

When drawing up the contract, the list of services that are included in the payment for the room, and additional services at the hotel, provided for a fee, must be specified. Hotel employees do not have the right to provide services for a separate fee not from the list or replace one service with another without the consent of the client. And the guest has the right not to pay for such a service. The price for accommodation in a room, the procedure and form of paying the fee is set by the contractor. The consumer cannot appeal them without significant reasons. You can pay by the day or by the hour with an indication of the time of calculation. Appropriately certified hotels are developing a list preferential categories customers and how they pay. All of the above information and additional services provided by hotels, as well as phone numbers of higher organizations, rules and laws, certificates, instructions, information about the work of enterprises located in the hotel and other important information should be conveniently placed to familiarize customers in the room where the contract is drawn up.

Services included in the room rate

The payment for hotel accommodation above the third class usually includes:

Services for booking a room directly in the reservation department, by phone or via the Internet.
Organization of various methods of payment for the room and correct design accounts.
Very important obligations that the security service of the hotel enterprise undertakes are to ensure the safety of living and the safety of personal belongings in the room or luggage compartment, and for luxury hotels, the rooms must have a safe.
Organization of information service, porter, porter service.
Organization of maid services, i.e. room cleaning.
The room rate includes the cost of toiletries in the bathroom, satellite TV.
Catering from morning coffee to "all inclusive".

The higher the class of the hotel enterprise, the longer this list and, of course, more expensive service residence.

Additional free services

It is possible to provide additional services free of charge in the hotel. Services are mandatory medical care or using a first aid kit. Optional are currency exchange services, fast clearance during check-in and check-out, provision of equipment for special categories clients, such as people with disabilities; concierge, delivery of newspapers and magazines to the room, telephone, internet. These additional services in a first and second class hotel may not be available or may be provided for a fee.

Additional services for a fee

Tourist complexes and full-service hotels with a high and medium level of comfort provide a large list of services that are paid separately. The organization of additional services in the hotel is carried out to meet the various needs of its guests. In the hotel business, this is called service. This type of service is based on the principles of supply and demand. The technology of providing additional services in the hotel is such that the staff is in no way imposed, but offers new services, and the client, in turn, chooses what he needs. A list of these services with prices and opening hours of the enterprises that provide them in high-comfort hotels is usually provided to customers upon check-in, it is in the room or at the administrator on the floor. Hospitality industry enterprises need to strive to ensure that the available additional services in hotels fully satisfy the needs of customers. In the hotel, they should have a convenient location for tourists and optimal opening hours. The staff of these enterprises should work with different services of the hotel or tourist complex in a single effort to provide their services in the best quality.

Possible list of additional services

It is clear that the list and the additional services themselves in hotels of different classes are different, but the main ones are usually similar.

First of all, these are the services of catering enterprises: buffets. For these enterprises, it is important that the client has the opportunity to have a snack at any time of the day. Services of grocery and industrial shops and souvenir shops.

No less important are the services of entertainment enterprises, discos, nightclubs.
Transport services include booking tickets for all types of transport, ordering a taxi and any vehicle, car rental.
Consumer service enterprises. There is a very large list of paid services. Firstly, everything related to the repair of clothes, shoes, equipment. Hire from a kettle to the latest electronics and an exercise bike. Storage of expensive things. Be sure to have a hairdresser or salon, often with a massage room, and much more.

Available to clients tourist complexes bath, sauna, health complex with pool and gym.
Additional services are provided in hotels for tourists vacationing with the whole family. They often use the help of a nanny, an educator who can communicate in their children's native language. Provide pet care and supervision to owners traveling with their pets.

Everything to combine leisure and business meetings

For tourist hotel complexes services of enterprises are included in a separate list excursion service. In this part, everything - from the available trips to organizing it in full with a guide-interpreter. For business clients and business gatherings in hotels provide services of conference rooms, business centers, meeting rooms. And in the evening they organize trips to the theater or concert hall.

Unusual Services

There are also rare unusual services, that are calling card some hospitality businesses. These hotels have their own clients. For example, those who like to sleep soundly in complete silence can go to New York. The Benjamin hotel management and special night concierges take care of the sleep of the guests. The floors and steps in the corridors are covered with soundproof carpets, and after midnight the fly will not fly by, you can sleep peacefully. And if you are a young couple and you want to spend your wedding in a special way that will be remembered for a lifetime, you can contact the tourist office and they will pick up a hotel for you. exotic islands and arrange a wedding according to the customs of the Aboriginal tribe. Just when you return home, do not forget to legitimize your relationship or take a marriage registrar with you to the islands. But specify, maybe he is a client of a quiet London hotel, where for his guests, as in the last century, before going to bed, the concierge warms the bed with his own body. current trend is as follows: if earlier additional services in hotels and their number spoke about the stardom of the tourism business, now the high quality of these services makes the "face" of a first-class hospitality enterprise.

Introduction.

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

1.1 Classification of hotels

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In conditions 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, every 16th workplace. 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 needs. 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, reconstruction of premises, implementation 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 in 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 of additional services provided for a fee;

information about the form and procedure for payment for services;

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

the procedure for staying at the hotel;

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

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

information about the parent organization.

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

The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, on state languages subjects of the Russian Federation and 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:

artist name (for individual entrepreneurs- surname, 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.