What is included in the hotel services. Provision of additional services in the hotel. Additional services for a fee

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:

• services of public catering organizations (bar, restaurant, cafe, buffet);
• shops, 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;
• 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 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 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 the expectations of the guest, formed by staying in the best hotels in the city, must be realized. Any little things, any household items and even documents that he encounters during registration must comply with a high level of European service standard. 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;

Organization of additional services in hotels is an effective way to fight competition. This is another source of profit and an opportunity to improve the quality of service. The current offer of additional services will make it possible to positively influence the image of the entire business.

In the article we will consider the most relevant ways to increase the income of hotels and other accommodation facilities through the organization of additional services. This is a general list from which each entrepreneur will be able to make a list of ideas suitable for implementation.

Additional service #1 ➨ Rental of space for business and events

If there is free space and your own restaurant, it is possible to hold various banquets and animated events. This service will significantly expand the target audience of a hotel or other accommodation facility. So, for example, having rented a restaurant for a banquet, with a high probability, the residents of the city will then become its regular visitors.

It is possible to install vending machines, souvenir shops and tourist departments in the lobby. The guest can thus find all necessary information immediately within the walls of the hotel, which will positively affect the reviews and the level of service.

Large hotels and hotels practice opening their own beauty salons and spas, swimming pools and gyms, or rent out space for them.

Additional service #2 will increase profits ➨ Collaboration with third parties

The most popular cooperation with taxi services and tour companies. Room service is popular, especially in mini-hotels and hostels where meals are not organized. Cooperation with travel agencies will provide an additional flow of tourists and tourist groups for the full filling of the hotel during the season.

A plus will be agreements with the information service, which will allow guests to keep abreast of all events and activities planned in the capital. It is possible to create your own information service. One employee is enough to fill and update it, the hotel administrators will be able to coordinate tourists.

Additional income will also be provided by service #3 ➨ Booking tickets

We are talking about organizing transfers, booking tickets for planes and trains, and bookings for cultural events. Booking services are closely related to the advertising of certain events. Advertising can be carried out on the following favorable terms: netting, advertising the accommodation facility as a partner of the event, or advertising on a paid basis.

Popular profit increase service #4 ➨ Development of entertainment infrastructure

Creation of a bar, restaurant, billiard club, night club and holding animated events on their basis will provide an additional flow of visitors at the expense of the city residents. An important condition is good sound insulation, or the location of the halls separately from the room stock of the hotel or hotel.

It is also possible to organize master classes and performances here. All this will diversify the leisure of vacationers, attract local residents and raise profits.

Modern way of extra income #5 ➨ Collaboration with corporate clients

Recently, this service has become quite popular in Moscow. Corporate clients use a whole range of additional services that will significantly increase profits.

Corporate clients ensure the occupancy of the hotel in low seasons. Their main requirement is the accommodation within one hotel of everything necessary for holding corporate events: halls for training and conferences, a minimum of office equipment for work, powerful Wi-Fi, a banquet hall, and a transfer.

Service #6 will provide advertising and profit ➨ Organization of forums and trainings

Here it can be as simple as renting a conference room, or accommodating guests of the event and additional organization their leisure. Within the framework of such events, participants from different cities are expected to be accommodated. This work is in many ways similar to working with corporate clients. However, the target audience more broadly, in the case of coverage of the event in the media, advertising of the business is provided. Cooperation with forum organizers is possible on a partnership basis.

Additional earnings will be affected by service #7 ➨ Exclusive offer

In modern realities, the choice of additional services is practically unlimited. Moreover, it makes sense to focus not only on the guests, but also on the residents of the city. The provision of exclusive services can become calling card hotel or other accommodation. If you decide not to open a new business, but

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.), 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

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 matter;

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 2*-5* hotels, it can sometimes be found in lower category hotels (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 a full range of 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.

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

Administrative service;

commercial service;

Technical 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 travel business is developing at a rapid pace. And now, in the transition to a market economy, it is very important to apply modern management methods.

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

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

definition of the concept of quality in the hospitality industry;

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

The subject of the study is ……..

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

Approved by the Decree of the Government of the Russian Federation

I. General provisions

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

2. The basic concepts used in these Rules mean:

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

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

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

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

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

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

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

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

these Rules;

information about the performer and his contact phone number;

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

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

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

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

price of rooms (places in the room);

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

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

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

the procedure for staying at the hotel;

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

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

information about the parent organization.

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

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

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.

Performer taking into account local features has the right to change the single checkout time.

III. Service provision procedure

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

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

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

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

call an ambulance;

use of a medical kit;

delivery of correspondence to the room upon its receipt;

wake-up call at a certain time;

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

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

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

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

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

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

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

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

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

gratuitous elimination of defects;

a corresponding reduction in the price for the service rendered.

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

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

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

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

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

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

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

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

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

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

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

1.1 Classification of hotels

1.1.1 International classification of hotels

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

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

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

Number of rooms;

Common areas;

Hotel equipment;

comfort of housing;

Services;

Accessibility for the disabled and people with reduced mobility.

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

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

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

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

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

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

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

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

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

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

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

Inns - from 1 to 3 stars;

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

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

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

1.1.2 Classification of hotels in the Russian Federation

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

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

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

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

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

One star hotel. Travel companies almost do not offer such hotels for accommodation, mostly independent travelers stay in them. Such hotels are usually located on the outskirts, or near the center, but in an unattractive place. 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 only needs 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. The service of hotels in different countries of the world can differ significantly from each other. For example, in Europe, a three-star hotel has fewer services than Greek three-star hotels. They have certain patterns: usually, the higher the comfort and the more additional services provided, the farther from the center the hotel is located.

Four star hotel. These are hotels with a high level of service, designed for people whose earnings are 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 a 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, the provision of various services, sending them home, and of course booking rooms. There is always a problem for the hotel management: to take the risk of double booking or to remain with an underutilized number of rooms. Therefore, the role of the booking service cannot be underestimated.

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

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

The maid service is in most cases the most functionally significant unit when it comes to receiving hotel accommodation services, since this unit is responsible for cleaning rooms, halls, corridors, etc. interior spaces where customers are received and served.

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 administrative functions assigned to it 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 in gourmet restaurants, where it emphasizes a high level of comfort. A large dish with food laid out on it is shown to the guest. Approaching from the left side, the waiter lays food.

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

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

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

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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

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

diversification of the offered services;

service conceptualization;

individualization of service;

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

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

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

Bibliography

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

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

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

5. 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

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Introduction

range sales consumer hotel

Currently, the hotel business is a highly profitable sector of the economy of any country in the world. The hotel business is an ideal accommodation option for those who go on vacation and for those who are waiting for business meetings.

Depending on the category, the hotel company is obliged to provide a number of additional services. However, in reality, modern hotels are enterprises that produce and sell a wide variety of services. If the hotel business continues to receive income only through accommodation, then the hotel may face a crisis. The main advantage of the hotel is achieved when it effectively uses the number of rooms and offers a range of additional services that takes into account both the needs of residents and clients.

Expanding the range of additional services develops, supplements and corrects promising directions development of the hotel enterprise, taking into account the specific situation. The development of new services is necessary condition progressive development of any hotel enterprise. In modern conditions, when the hotel services market has developed and functions, which is divided into segments and there is fierce competition within each segment, it is necessary to continuously develop in order to maintain competitiveness. Continuous development involves the introduction of new ones, the closure of old ones, the modernization of existing services.

The most significant factor for hotels today is the expansion of the existing range of additional services, the presence of which demonstrates the progressive nature of the development of the hotel enterprise. Practice shows that the expansion of the range of services is a process that involves the analysis of a huge number of factors, and requires certain funds for its implementation, which excludes the spontaneous nature of this process and implies the presence in the hotel of a mechanism for managing the continuous development of the enterprise.

Purpose of work: development of additional and related services in accommodation facilities to attract customers.

The object of this work is the hotel "Polyot".

The subject of the work is a complex of additional services in the hotel.

Objectives of the course work:

1) analyze the services provided by hotels

2) to analyze the organization of additional and related services to attract customers in the Polet hotel.

The relevance of the research topic is due to the fact that one of the main conditions for the successful development of hospitality industry enterprises is the availability of a wide range of additional services.

1. The role and importance of the range of services in accommodation facilities

1.1 Characteristics and classification of services provided to customers in accommodation facilities

A hotel is a commercial enterprise that produces and offers its “product” on the market, a product in the form of a set of services, among which the main ones are accommodation and catering services.

When considering hotel services as a product, Sorokina A.V. proposes three levels of services

Individual services and groups of services;

Product "hotel" as a set of services;

The product "hotel" as a complex of services plus additional services.

The hospitality industry is a complex complex professional activity of people whose efforts are aimed at meeting the diverse needs of both visiting customers and guests, and local residents.

The hotel includes a range of services: reception and accommodation, meals, laundry, ticket booking, health services, organization of conferences, etc.

In this regard, it can be argued that the system-forming category in the labor activity of hotel business workers is the concept of "service".

A hotel is not only a room with a bedroom and a bathroom, it is, first of all, a service, the whole experience of staying in a hotel.

Hotel service is an extraordinary product. Have to deal with real estate. The hotel room cannot be moved from place to place during the sale. Indeed, in reality, it is not the number itself that is sold, but the right to occupy it for a certain time. In most hospitality situations, offering a service requires the presence of both the provider and the recipient.

Another aspect hospitality activities lies in the fact that not only employees, but also customers must know the mandatory conditions under which the service can be provided. Managers who organize hotel services must manage not only employees, but also customers. This specificity of hospitality industry services is expressed in inseparability from the source and object of the service.

The peculiarity of a hotel service is that it cannot be stored and accumulated in order to be offered later (for example, a single room that has not been used today cannot be offered for two overnight stays the next night). Not being able to store and accumulate the results of operational activities, hotels in their work depend on current demand, which leads to permanent job to provide services regardless of time, that is, they must work continuously.

Thus, the service is the result of direct interaction between the performer and the consumer, as well as the performer's own activities to meet the needs of the consumer.

The concept of "service" has a universal meaning, it is intangible and not stored, the service cannot be measured, it can only be evaluated.

Hotel rooms - the main element of the accommodation service - multifunctional rooms designed for rest, sleep, work of living guests.

Since hotel rooms are used by guests mainly in the evening and at night, their most important function is to provide the opportunity to sleep. The significance of other functions, first of all, depends on the purpose of the hotel and the needs of the guests. For example, in business hotels, such a function of the rooms as providing the guest with the opportunity to work is very important, i.e. here you need a desk, telephone, fax, computer, etc.

According to the requirements of regulatory documents (GOST R 51185-2008, Rules for the provision of hotel services), hotels have various categories of rooms that differ in area, furniture, equipment, equipment, etc. Regardless of the category, each hotel room must have the following furniture and equipment.

Bed;

Chair or armchair per seat;

Night table or bedside table for one bed;

Wardrobe;

General lighting;

Wastebasket.

Each room should have information about the hotel and an evacuation plan in case of fire.

Guest catering services consist of a combination of the following processes:

Production (cooking in the kitchen);

Trade (sale of ready-to-eat products, alcoholic and non-alcoholic beverages);

Service (serving guests by waiters in a restaurant, bar, cafe, hotel rooms).

Additional or other services include the offer of a swimming pool, gym, conference room, meeting rooms, car rental, dry cleaning services, needle thread, laundry, hairdresser, massage room, etc. Currently, additional services are becoming increasingly important in shaping market attractiveness of the hotel enterprise.

Thus, summing up, we can say that the hotel service does not have a finished, finished form, it is formed during the service with close interaction between the performer and the consumer.

1.2 The impact of additional and related services on the occupancy of the number of rooms in accommodation facilities

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 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.

However, the hotel is a commercial organization. Accordingly, the main purpose of its existence is to make a profit. The profit in the hotel, first of all, depends on the occupancy of the hotel. Consider how additional services can affect this indicator.

The standard set of services, limited to accommodation and meals, does not give the hotel company any special competitive advantages. Therefore, in pursuit of profit, hotels come up with more and more new ways to satisfy their customers.

Income is the main motivating factor in organizing additional services.

For example, Kazan hotel "Volga" probably does not make sense to set up a heliport near its building, as it does not have to rely on guests who can afford to travel by helicopter. But the famous Dubai hotel "Burj Al Arab" uses this type of air transport to deliver VIPs.

The next important factor influencing the availability of certain hotel services is the functional purpose of the hotel.

According to experts, as a rule, the ratio of accommodation facility income from basic and additional services is in the ratio of 60/40%.

However, in resort hotels the situation is reversed: the hotel receives 40% of its income from the sale of rooms and 60% earns from additional services.

In this regard, in order to increase the load, the infrastructure of a number of resort hotels may include swimming pools, water slides, bowling, tennis courts, sports grounds, stadiums, spa complexes, etc. In addition, when shaping services, the needs of guests of all ages are taken into account. Resorts may have a large number of interest clubs: master classes from the chef or spa specialists, paintball club, cigar club, art school, etc.

The entertainment infrastructure of resort hotels is designed primarily for residents. As a rule, there are few guests "from outside" on the territory of hotels.

The nature and breadth of value-added services is closely related to the average number of nights a guest spends at a hotel. Business hotels are designed for business travelers, business travelers who stay, as a rule, for 2-3 days (or even less). For this reason, the range of services in such hotels is limited. As the experience of international business hotels shows, the following are becoming the most popular:

Free parking;

Access to wi-fi throughout the hotel;

Small fitness center;

Conference halls and meeting rooms.

The period of residence in resort or sports and recreation hotels (as well as sanatoriums) is associated with a long summer vacation or treatment (prevention). This significantly increases the length of stay (more than 10 days). Hence, the list of additional services becomes more diverse.

Moreover, the presence of additional services allows resort hotels make up for the difference between high and low seasons by attracting local residents. This is also true for city hotels, which today are turning into multifunctional complexes (MFC): the hotel is combined with a business center, water park, shopping mall, casino, etc. Thus, the level of income levels off during the year.

An important factor determining the availability of certain additional services is the season. So, a year-round hotel tries to even out the profit margin during a weak tourist flow in relation to the peak season. In this case, they resort to organizing various entertainment programs, holidays included in the price. A Samara hotel "Renaissance" in summer time organizes trips to the beach for guests.

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 key factor influencing the increase in hotel occupancy due to additional services, of course, is the quality of service. In this regard, the key role in the organization of additional services is assigned to the employees who provide them. These are, first of all, instructors, animators, trainers, etc. A number of hotels provide such a service as a "sports companion": if a guest comes to play tennis, billiards, bowling, he will be offered a companion. With this approach, the number one issue is the professionalism of the team that organizes the leisure of guests. Therefore, it is necessary to train employees involved in the provision of additional services, to attract training companies.

Thus, additional services allow the hotel to attract and retain customers. The range of additional services is most widely represented in resort, health, spa hotels, where vacations are associated with long holidays: here guests need to be provided with the most varied vacation.

1.3 Review of foreign and domestic experience of hotel business enterprises in the development of additional and related services

International and Russian hotels offer a wide range of additional services, the list of which is determined by many factors, most of which were presented by us above. This is a functional purpose, category, location, seasonality, etc.

Considering Russian practice, we will rely on the requirements of GOSTs, the Rules for the provision of hotel services (PPGU), as well as the latest version of the Classification System for hotels and other accommodation facilities (hereinafter referred to as the Classification System).

So, in accordance with the requirements of GOST R 51185-2008 " Tourist services. Accommodation facilities. General requirements” collective accommodation facilities, regardless of category, must provide guests with the following services

Change of bed linen at least once every five days; change of towels at least once every three days;

Thus, GOST defines the minimum mandatory requirements for additional services in a hotel of any type, any category.

Small hotels deserve special attention. Due to their specifics (small area), they cannot provide a wide range of additional services. However, St. Petersburg mini-hotels, which are leaders in this segment in Russia, offer various options for solving this problem without compromising guests.

The main way out of this situation is the conclusion of contracts with partner companies. Musakin A. notes that it is realistic to organize a business hotel in furnished rooms and classify it at least 3 stars.

Finally, another trend that requires close attention is the expansion of the list of additional services on public holidays. During peak dates, especially before the New Year, competition between hotels intensifies and, above all, in the field of additional services. The most common are the following:

Organization of special winter excursion routes;

Inviting guests to participate in the dramatization of fairy tales;

Lotteries, prize draws, etc.

Given the fact that the holidays last for several days, many hotels offer packages of services that include accommodation, meals and a festive program.

Turning to the international experience of organizing additional services, we note that we will rely on the experience of international hotel chains. In general, classification systems European countries similar to the Russian Classification System. This fact is due to the fact that both the domestic System and the pan-European system “HotelStars”, which at the end of 2011 united most of the countries of the European Union, took the French classification system as a basis.

The experience of international hotel chains is interesting, first of all, because large hotel corporations, which include several brands of various categories, offer their own classification systems. Separate hotel brands are included in the coordinate system: the price category of the hotel is marked along the Y axis, the breadth of the range of additional services is marked along the X axis. Thus, such an understanding is wider than simple categorization by stars and, in many ways, more understandable to the consumer. Let's take a look at some of the brands featured:

1. Pullman: represents the upper price category (upscale). In our practice, it corresponds to 4 stars. Pullman brand hotels are expensive business hotels. For example, the Parisian Pullman Paris Montparnasse offers its guests the widest conference services among all hotels in Paris with free parking and wi-fi internet.

2. MGallery: also a high end brand. It represents a group of so-called "boutique hotels" offering exclusive service, location, furnishings (as a rule, hotels of such chains are not bound by strict standards in design and range of services). MGallery hotels offer specialized packages for business travelers, gourmet restaurants, city pass or a private city tour. The brand is focused on the most individualized exclusive service.

3. Novotel: midscale brand. Offers a limited range of services with special packages for families, businessmen, weekends, holidays.

4. Mercure: also a mid-price brand focused on business travelers (and, above all, group business events). From here, all offers are related to conference services.

5. Ibis: The brand's hotels represent economy class hotels. Due to the diversity of their locations (airports, city centers, resorts), hotels offer various programs: for athletes, spa, conference services.

6. Motel 6: A brand of budget-friendly motels primarily aimed at caravaners. Hotels offer a minimum set of services and special programs for students and pensioners.

A similar distribution of brands exists in other international chains. For example, in Rezidor Hotel Group.

Thus, the Moscow hotels "Marriott Royal Aurora" and "Marriott-Grand" in order to increase profitability and mitigate the negative impact low season introduced an additional food service - catering. It is in great demand in large cities and is minimal in terms of costs. In the indicated hotels this service in fact, it is an independent type of business and brings 15-20% of the income from the volume of all events.

At the same time, it should be noted that the Park Inn by Radisson brand is the largest (in terms of the number of rooms) in Europe in the mainstream segment.

Concluding the review of foreign experience, we note that international hotel chains are actively penetrating the Russian market, introducing, in addition to standards, new types of additional services.

Summing up the results of the first chapter, we note that the services of accommodation facilities are divided into basic and additional. Under the main, in accordance with the regulatory requirements for accommodation facilities, they mean accommodation and catering services (included in the room price). Additional services include a wide range of services, the range of which is determined by a variety of factors (seasonality, hotel category, its functional purpose, location). The main motivating factor for the introduction of additional facilities is the increase in the income of the accommodation facility. Additional services have a significant impact both on increasing the percentage of hotel occupancy and on increasing its total income (since additional services allow not only to keep guests for more long term, but also to attract other groups of customers who will not stay at the hotel (local residents, corporate clients, etc.)).

Domestic practice shows that the range of additional services Russian hotels, first of all, depends on the requirements of national legislation (GOSTs, Classification system for hotels and other accommodation facilities, Rules for the provision of hotel services). These documents define both the requirements for the minimum set of free services, regardless of the category of the hotel, and the required list of additional services in accordance with the star rating of the hotel. The foreign practice of providing additional services has largely developed under the influence of international hotel chains, which have developed their own classification system for their hotels depending on the price and range of services, which, in our opinion, more objectively allows for segmentation in the hotel market, which, ultimately, makes the market more transparent for customers.

2. Analysis and evaluation of the organization of additional and related services in accommodation facilities at the Polet Hotel

2.1 General characteristics of the hotel's activities

Opened in 2009 new hotel- "Flight", it is located in close proximity to international airport third capital. The hotel is located at the address: Kazan, Aeroportovskaya street, 3.

The mission of the Kazan Hotel Group is formulated as follows: "We strive to become the best hotel company in Kazan, setting and improving day by day the high standards of national hospitality." The company sets itself the following goals:

1. Approval of national hospitality standards within the Kazan Hotel Group.

2. Continuous improvement of guest satisfaction and the number of regular customers.

3. Occupation of a leading position and obtaining the maximum possible share in the market of hotel services in Kazan.

4. Constant increase in the rate of revenue growth from the number with the priority of increasing due to loading.

5. Expansion of market presence by increasing the number of occupied market niches.

The organizational form of the hotel is a limited liability company.

The main type (subject) of activity "Flight" is the provision of services. The Company is also entitled to carry out any other types of activities not prohibited by the current legislation. The Company sells services at prices and tariffs set independently or on a contractual basis. Settlements with budgets and payment of other obligatory payments are made by the Company in accordance with the current legislation of the Russian Federation.

The main tasks of the Polet Hotel:

1. Providing residents with hotel services of adequate quality, creating the necessary social, cultural and living conditions for them;

2. Ensuring the safety of life, health and property of consumers of hotel services, as well as environmental protection;

3. Rational use of the material and technical base of the hotel;

The main activities of the hotel include:

1. Provision of rooms (places in rooms) in the Polet Hotel for temporary residence of citizens, as well as additional services in the form of catering services, communications, consumer services and other services that can be provided to residents.

2. Informing about the list of services, the price list for services, providing information on the form and procedure for payment for services, as well as information on confirming the compliance of services with the requirements of technical regulatory legal acts.

3. Organization of registration of documents necessary for settling in a hotel.

4. Implementation of systematic control over the correct collection of payment for hotel accommodation.

5. Timely consideration in accordance with the established procedure of proposals, complaints and applications of living citizens related to their household services, and taking the necessary measures to satisfy their requirements.

6. Ensuring the timely and lawful formulation of the issue of classifying the hotel to categories and hotel rooms to categories.

Hotel Polet fully corresponds to its category of a four-star hotel. The number of rooms is 60 equipped rooms of various comfort - these are single, double, triple, quadruple rooms, suites, junior suites. Each room has a bathroom, shower, telephone, refrigerator, TV, in a word, settling here, you will not need anything and will not have to use common household items. A wide range of additional services is another important advantage of the hotel. So, on the territory of the hotel there is a pharmacy kiosk, a medical office, shops, a hairdresser, paid guarded parking for vehicles. If you need to get to the city center urgently, the attentive hotel staff will call a taxi.

For a comfortable, interesting stay of the guests of the hotel "Polyot" there is a national television. You can relax in a cozy cafe or restaurant, designed for 200 visitors, where guests are offered a good menu with a variety of dishes and drinks.

Numerous delegations, both domestic and foreign, often stay at the Polet Hotel. If necessary, for holding conferences or seminars at their disposal, the hotel administration is pleased to offer a comfortable conference hall with 400 seats. It is equipped in accordance with the latest technical achievements, and therefore is perfect place for business events. Finally, for the convenience of foreign guests, the Polet Hotel has a bank branch and a currency exchange office.

Perhaps the location of the hotel near Kazan International Airport may not seem the best. the best option, as you can imagine that it is always noisy there. However, this is absolutely not the case. The hotel is located next to the forest belt and thanks to this, the rest here becomes much more pleasant and calmer.

Like all hotels, Polet presents a wide range of services: basic and additional, paid and free. Table 2.1.1 presents data on the cost of the main service - the cost of hotel accommodation.

Table 2.1.1

2.2 Analysis and evaluation of additional and related services in the Polet Hotel

After analyzing the range of services offered at the Polet Hotel, I found out that they are divided into basic and additional, paid and free.

In particular, the hotel provides free of charge:

Handing correspondence to guests;

Morning wake-up call (upon request);

Daily cleaning of the maid's room, including bedding;

Change of bed linen at least once every five days;

Change of towels at least once every three days;

Provision of an iron, ironing board;

Storage of valuables in individual safes in the rooms and / or in safe boxes at the reception.

Let's take a closer look at the additional services provided by Polet:

1. Services of the Business Center (located on the 3rd floor of the hotel). The hotel's business services include telephone communication with cities in Russia and around the world, facsimile, Internet access, copier, printer, scanning, laminating, typing in Russian and English and other services. Materials for work are provided - diskettes, paper, stationery;

2. Services of the fitness center (located on the 5th floor of the hotel). The fitness center offers Finnish and Turkish baths, a jacuzzi, a gym and instructor services;

3. Organization of excursions;

4. Order and delivery by air and railway tickets, as well as ordering tickets for all cultural and entertainment events in the city of Kazan, calling a taxi, flower delivery and much more;

5. Laundry and dry cleaning;

6. Executive limousine;

7. First-aid post.

The following equipment is available for rent:

computer,

printer,

fax machine,

TV,

copier,

screen, flip chart,

sound reinforcement systems,

Microphones, etc.

The hotel is equipped with multi-level free parking, which helps to turn movement around the city center into a pleasant walk.

The hotel complex also has a helipad.

Note that accommodation and food services are among the main services. At the same time, the share of catering services in the overall structure of the volume of sales of hotel services is decreasing, while accommodation services are increasing. This is largely due to the weak promotion of food services among local residents. This is typical for Russian city-type hotels.

Thus, Polet LLC has prospects for successful progressive development, including the development and implementation of new additional services. It is important to constantly maintain the state of the room fund at a modern level, which guarantees the provision of amenities no less than in modern hotels of a similar class.

It is important for Polet Hotel not to miss the appearance of new leading technologies on the market. Certainly, the new technology attracts additional attention to the hotel from businessmen, tourists, as well as organizers of high-budget IT conferences.

A stable financial position and the availability of free funds allow the Polet Hotel to invest in the development of additional services.

Thus, the Polet Hotel has financial, organizational and technical reserves to expand the list of additional services.

Conclusion

As a result of the work done, I understood in detail the various types additional services as well as ways to provide them, I learned that at the moment the hotel business is only developing, the process of providing hotel services is a rather complex, but well-organized and consistent set of actions. A system of measures that provides a high level of comfort that satisfies a variety of household and household needs of guests is called a service in the hotel business. 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.

She also analyzed the organization of additional and related services at the Polet Hotel. And I found out that the Polet hotel independently plans its economic activities. Providing residents with hotel services of adequate quality, creating the necessary social, cultural and living conditions for them.

Drawing conclusions on the course work, I want to note that at present, 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.

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