What related services can the hotel service provide. Cable TV in the hotel room

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 at a disco, in a casino, a nightclub, a hall slot machines, a video game room, 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.), a 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:

organization services Catering(bar, restaurant, cafe, buffet, beer bar);

shops (souvenir, grocery), vending machines;

entertainment infrastructure (discotheque, 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 matter;

household service(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.; watch repair, household appliances, radio equipment; hairdressing, manicure and massage services 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.

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.

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.

In addition to comfortable conditions for sleeping and a roof over your head, hotels around the world compete with each other in the level of service of various destinations and services. These services can either be included in the cost of living, or paid extra. The number and variety of basic and additional services determines the rating of the hotel, its star rating and the impressions of guests from living in it. In this article, we will dwell in detail on what services the hotel provides, what is household services in a hotel and how to attract tourists with basic and additional services at the hotel.

When you open your own hotel business, the time comes to decide on the range of services that will be included in the cost of living. Household services in a hotel are activities to increase the level of comfortable stay in places of temporary residence of guests and ensure compliance with the conditions established by law and the price list.

Their list is a kind of advertising institution. On booking sites, potential customers are invited to choose amenities by ticking the necessary ones. For example, if a future guest needs free wi-fi, by ticking this box, he automatically filters out those establishments that do not provide it. It is clear that the larger and more extensive the list, the higher the chances that the choice will fall on your institution.

Round-the-clock availability of the hotel;
Use of a medical kit;
Providing information on the location of attractions, restaurants, parks, etc. and explaining how to get to them;
Wake up the guest at the appointed time;
Call an ambulance;
The right to use small things, such as needles and threads, scissors, etc.

The listed benefits are always provided free of charge, but time does not stand still, and other services are added to these types, which are usually free, and charging for them can, to put it mildly, surprise guests:

Wi-fi. It is worth noting that if Wi-Fi is distributed only within the hotel lobby, there must be a sufficient number of places where guests can call their relatives or find out information on the Internet in a relaxed atmosphere. That's why a large number of comfortable benches and sofas in the hall - the perfect norm today.
Taxi ordering. Visitors simply do not know the phones profitable taxis or calling local landlines would be too expensive for him.
Storage valuables and luggage, even when the check-in period has not started or has expired. If the tenant arrives in the morning, and check-in starts at 12 noon, giving him the opportunity to place his suitcase in a room that is locked with a key is a rule that has long become a good form.
Issuing a small camping food set, instead of breakfast, if there is an on-site excursion during breakfast. This is a phenomenon beneficial to both parties. The tourist does not lose the paid breakfast, and you do not have to clean the table behind him, in addition, such a set is usually cheaper than a standard breakfast.

List of free household services of the hotel should be located in the lobby of the institution, not far from the reception desk, as well as on the hotel website.

What else is included in the standard service? Do not forget about such trifles as signs on the door, which the guest can hang without wanting to be disturbed. Many hotels put shoe-shine machines at the entrance. Using them may cost the guest nothing, or they may need to flip a coin to activate the machine. The purchase of such a device can not only increase the level of satisfaction from your establishment, but also reduce the level of pollution of the hotel itself. An alternative to these expensive devices may well be simple shoe brushes, which, most likely, will be appreciated by the guests as taking care of them.

It is also worth mentioning that many guests, especially in resort areas, come to rest with children. Self-respecting hotels and guests place within their borders at least a minimum set for kids to play. Today, tables with coloring books and pencils appear even in bank branches, so the complete absence of children's entertainment can negatively affect your rating. Playground is a must for hotels in resort area. Many hotels also provide employment for children with animators who allow the little ones to have fun and the adults to relax a bit.

To attract the attention of guests and make a great impression, hotels offer a variety of additional options. They can refer to service directly in the rooms, and to services within the entire hotel. The cost of some services is included in the accommodation, such as breakfast. A visit to the beach or pool is usually paid separately, but there are exceptions. When calculating the cost of living, it is better to specify all the details on the official websites of the hotel or by phone.

Free services at the hotel

Free WiFi

It is difficult to imagine a hotel that would not provide its guests with Internet access. Typically, the wireless network can be used throughout the entire hotel, less often - only in the lounge area. Upon check-in, guests are provided with a password to enter the network. Some business hotels offer wired internet for those who use it as a work tool.

Without a bank card

Most hotels block or charge funds from the card immediately after the client makes a reservation. Such measures are taken to protect the business from possible downtime. But many customers do not want to provide their card details so as not to become a victim of fraud. Also, not everyone agrees to part with their money before arrival.

Therefore, hotels are constantly expanding the list of booking options without using cards. Most popular on this moment:

non-cash bank transfer;
cash payment upon check-in;
use of electronic currency.

Animal accommodation

Some hotels have conditions for comfortable and safe accommodation of pets. It is better to discuss the conditions of detention and the need for quarantine with managers by e-mail.

Free cancellation

In the struggle for customers, hotels attract guests with special booking conditions. When the trip is planned in advance, it is likely that the arrival date will be postponed. In such cases, the free cancellation option is very convenient. It operates subject to advance notification of the hotel administration. Usually three days before the scheduled date.

Smoking in the hotel

Legislation regarding smoking in public places is constantly being tightened. Many hotels are strictly non-smoking. Violators should be aware that there are tobacco smoke detectors in the rooms. Therefore, heavy smokers are not recommended to take risks if they do not want to pay a fine and the cost of cleaning their tobacco room. Hotels where you can smoke either have smoking rooms or specially designated smoking areas.

Free breakfast at the hotel

Breakfast is not included in the room options in hotels, if it was not specified when booking. The higher the category or star rating of the hotel, the more varied the morning menu. Continental breakfast includes juices, hot drinks, buttered scones and jams. Famous English breakfast in hotels differs from continental by the presence of scrambled eggs. The most popular option remains Buffet. Dishes are offered in a variety of ways - from fruit cuts to meat pates.

Paid services in hotels

Household appliances in the room

If the room does not provide a hairdryer or mini-bar, then it can be ordered additionally. Less often in hotels it is possible to take a kettle to the room. But when you need to put your wrinkled clothes in order, you will have to go to a special room equipped for ironing.

an extra bed

If there are more guests than planned, you should ask for an additional sleeping area to the room. It can be a small bed, a cot, or a travel crib. small child.

Work or leisure

Standard rooms do not include a comfortable desk and armchair. Therefore, for working guests there is an option " workplace". Services in hotels may even include a telephone with a direct international connection. And lovers of passive recreation can connect some cable TV channels.

Events

Entertainment must be paid separate fee, but sometimes hotels give guests tickets for performances, subscriptions to the pool, and a wellness center. In the most modern hotels offer more active leisure, after which not only pleasant impressions will remain, but also useful skills. These can be needlework workshops, culinary workshops, surfing or painting lessons.

The desire to win great reviews forces hotels to invent new and improve existing options. It is they who allow you to impress guests with care, comfort and courtesy.

Try to search for hotels and services in them right now. Hotel issue pages will open in a new window

Hotel rooms have plenty of free goodies just waiting to be taken advantage of by adventurous travelers.

Because many of these things are not in the rooms, guests are often unaware that they are available, and available for free!

Business Insider spoke with Hilton Worldwide and Starwood Hotels and Resorts and worked with them to come up with a list of free extras at hotels you should know about so you can take advantage of them on your next trip.

(Photo: Justin in SD via Foter.com / CC BY-NC-SA)

It turns out that the hotel can get a lot of things for free - from a GoPro camera for rent to a curling iron delivered right to your room:

Better pillows
Car rental
yoga mats
E-books
Lockable bags
Nightlights
Entertainment for children
GoPro rental
Board games
Sports accessories
Special offers

Additional services in hotels in more detail

Phone chargers and adapters

If you forgot your charger at home or just don't have a suitable adapter, go to the reception - they have spare ones.

Among the hotels offering free charging are the Kimpton, Hyatt and Sheraton Puerto Rico hotels, which recently introduced the service of providing chargers for the most different models phones.

Better pillows

Some hotels offer pillow menus that allow guests to choose the pillow of their choice based on firmness, shape, and sleeping habits.

Some pillows help to reduce snoring, while others serve as an attribute of a serene morning when you want to soak up a little longer in bed. The Conrad hotel chain invites guests to choose the right pillow or even book their favorite pillows through the mobile concierge app. Acqualina Resort & Spa also offers this service free of charge.

For those ladies who forgot to put curling irons or hair straighteners in their suitcase, some hotels are ready to help out. Hyatt, Kimpton and W Paris-Opéra hotels include this service as a free service upon request.

Car rental

Free high quality car rental. Thompson Chicago has a contract with Lexus that allows guests to test cars such as the LS 460 executive sedan, the 8-passenger luxury crossover or the IS 350 convertible for 4 hours.

The Rancho Valencia Resort & Spa hotel chain offers 3 Porsche models: 911 convertible, Panamera Hybrid and Cayenne GTS, which can be used up to 4 hours a day after prior reservation with a hotel employee.

The Rolls-Royce Phantom with driver is available to guests of the Beverly Wilshire Hotel: service on a first-come-first-served basis from 8.30 to 23.00. The driver will take you anywhere within a radius of 5 km.

yoga mats

For those who love to warm up and while traveling, hotels have prepared yoga mats that you can rent for free and use them in your room.

Hyatt hotels and Affinia hotels in New York and Washington DC and W Retreat & Spa in Vieques Island (Puerto Rico) are just some of the hotels offering free mats.

A sewing kit is a lifesaver in cases where a hole has appeared on clothes or a button has suddenly come off. Fortunately, in many hotels there is always such a set if someone suddenly needs it.

Here are some hotels that give out sewing kits as a gift to guests: W South Beach, W Retreat & Spa in Vieques Island (Puerto Rico), Hilton Hawaiian Village Waikiki Beach Resort, Casa Marina.

E-books

Trump Soho, Revere Hotel Boston Common, The James New York are just a few of the many hotels where you can relax by the pool in the summer with an e-book rental.

Toothpaste and mouthwash

Basic personal hygiene items such as mouthwash or toothpaste are often given out by hotels. Conrad Hotels, Waldorf Astoria, Best Western and many others offer them as a gift from the company.

Shaving cream and dental floss are also often found in their rooms.

Perhaps your nail polish peeled off during your trip, or you didn't have time to remove it before leaving. In any case, nail polish remover wipes will help solve the problem - and for free.

If necessary, they are given at Affinia hotels, Omni hotels and Wyndham hotels.

Lockable bags

Resealable plastic bags are good for pre-flight packing. Some companies, including Oil Nut Bay and Kimpton, offer them at no additional cost.

Nightlights

For those traveling with children or who want to light up their room, some hotels, such as Kimpton and Aqualina Resort & Spa, can offer a night light.

Entertainment for children

Instead of taking all your child's toys on the road, try asking for new ones when you check in at the hotel. Many hotel chains offer cute little things for kids, from colored wax crayons and geographic scratch cards (where you can mark places you've been) to bath toys.

AlSol Hotels & Resorts, Hilton Waikoloa Village, and Casa Marina, A Waldorf Astoria Resort will keep your kids entertained. And besides, it's completely free.

GoPro rental

When additional sockets are needed, best way out- extension cord. Don't bring too much with you, just ask at the front desk the next time you're in a hotel. Some hotels do have them.

The Hilton West Palm Beach and Kimpton hotels are just some of them.

Board games

Whether for children or adults, most hotels have prepared board games for their guests. If suddenly someone wants to play, the employees of the Dorchester Collection, Corinthia Hotel will bring the game directly to the room. Or you can enter the competition board games- for example, in the hotels of Los Suenos Marriott Ocean & Golf Resort.

Sports accessories

In addition to yoga mats, there are many other sports equipment available for rent. For example, Westin hotels have an agreement with New Balance, a sportswear company, that the hotel chain can sell their branded shoes and clothing to guests for as little as $5. Just specify the size of your clothes and shoes, and the order will be delivered to your room.

Hyatt hotels offer dumbbells to their guests for free, and Hilton Garden Inn - its Stay Fit Kit as a gift - it includes elastic bands for Pilates, yoga mat, hand straps, large elastic balls (fitballs), 1.5-kg dumbbells , expanders.

Special offers

Some hotels arrange special events and even organize courses. So when you check in at the hotel, don't forget to ask the hotel clerk about the opportunities you can take advantage of during your stay.

A few examples of such offers: free Spanish courses at Los Suenos Marriott Ocean & Golf Resort hotels, a game with luminous bocce balls and other equipment for outdoor games on fresh air at Hilton West Palm Beach.

Sourced from Business Insider.

9.2. Hotel Services

Accommodation services are the product of hotels or any other accommodation business. IN state standard GOST R 51185-98 " Tourist services. Accommodation facilities. General requirements"The definition of hotel services is given. The services of accommodation facilities are the activities of the contractor for the accommodation of tourists and the provision of hotel, special (medical and health, sanatorium, sports, tourist, etc.) services.

The main feature of the hotel product is that the client does not have ownership of the goods that he uses. Allocate the characteristic features of the service that determine the specifics of accommodation services.

A service is a process that takes place over time. The specificity of hotels is that problems related to production must be resolved quickly. In today's environment, customers demand fast service.

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

Basic services include accommodation and meals. Registration of residents and departing from the hotel must be carried out around the clock. In public catering, communication and consumer services organizations (located in a hotel), persons living in a hotel are served out of turn.

The following services can be provided to guests at no additional charge:

Call an ambulance;
- use of a medical kit;
- delivery of correspondence to the room upon receipt;
- Wake up at a certain time;
- 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 various additional services that are paid extra. 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.;
- childcare, provision of services of tutors and nannies who speak the child's native language;
- caring for animals that travel with their owners;
- 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 of watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);
- services of beauty salons and hairdressing salons;
- sauna, bath, swimming pools, gym;
- rent of meeting rooms, conference hall;
- business center services;
- currency exchange;
- 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. 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. 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 a full range of services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.

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 to the reception and accommodation service, and then they are studied in the advertising and marketing service.