Services provided by the hotel. Basic and additional types of services in hotels, carried out on a free and paid basis. Types and types of services in the hotel

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.

You can spend your free time and relax at a disco, in a casino, a nightclub, a slot machine hall, a video game hall, a billiard room and a bowling alley. For lovers active rest hotels offer to use the services of a sauna, bath, massage, swimming pool (outdoor, indoor and children's).

Such services also include gyms, playgrounds, mini-golf, a gym, golf, basketball, volleyball, table tennis, tennis, stables, a beach on the sea, lake, river coast, as well as equipment for water and underwater sports .

You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: a 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:

  • 1. services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);
  • 2. shops (souvenir, grocery), vending machines;
  • 3. entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
  • 4. excursion service, services of guides-translators;
  • 5. organizing the sale of tickets to theaters, circuses, concerts, etc.;
  • 6. transport services(booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
  • 7. purchase and delivery of flowers;
  • 8. sale of souvenirs, postcards and other printed matter;
  • 9. 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 delivering luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc. .; repair of watches, household appliances, radio equipment; hairdressing, manicure and massage services and other household services);
  • 10. beauty salon services;
  • 11. sauna, bath, swimming pools, gym;
  • 12. rent of meeting rooms, conference hall;
  • 13. business center services;
  • 14. other services.

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

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you can not impose services. In accordance with the "Rules for the provision 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. www.consultant.ru

The services of hotels and other accommodation facilities will now be provided according to the new rules. The corresponding Decree of the Government of the Russian Federation dated October 9, 2015 No. 1085 came into force from today.

In particular, a list of services has been introduced that the contractor, at the request of a hotel client, is obliged to provide without charging an additional fee. These include:

calling an ambulance or other special services;

use of a medical kit;

delivery of mail addressed to the guest to his room;

wake-up call at a certain time;

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

other services at the discretion of the contractor (clause 27 of the Rules for the provision of hotel services in Russian Federation, approved Decree of the Government of the Russian Federation of October 9, 2015 No. 1085; hereinafter referred to as the Rules).

Information about the services provided by the hotel should be placed in a convenient place for viewing, as well as on the hotel website (clause 10 of the Rules). However, in accordance with the Rules, the hotel is not obliged to indicate in this list which services are provided for a fee, and which are free of charge. Therefore, it can be problematic for guests to understand whether the hotel provides any additional free services in addition to those established by the Rules.

Among the innovations is also the consolidation of the ability of the guest to pay only for half a day of stay in the hotel when the guest is accommodated from 00.00 to the established check-out time, that is, until 12.00 [para. 3 paragraph 29 of the Rules]. Only when checking in within the specified period of time, the hotel client will be able to pay for half a day of accommodation.

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

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

When providing any services, the staff must show tact and correctness. When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, residents are asked to fill out small questionnaires upon departure, which are handed over with the keys to the reception and accommodation service, and then they are studied in the advertising and marketing service.

A hotel is an enterprise intended for temporary residence, it is 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 exclusively for personal (domestic) needs;

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

Tourist - a citizen visiting the country (place) of temporary stay for recreational, educational, professional, business, sports, religious and other purposes (without engaging in paid activities) for a period of 24 hours to 6 months. in a row or carrying out at least one overnight stay.

Service provider of accommodation facilities - an organization, an individual entrepreneur, providing services of accommodation facilities.

Services of accommodation facilities - the activities of the contractor for the accommodation of tourists and the provision of hotel, specialized (health, health, sanatorium, sports, tourist and other services)”.

Service is the activity of the performer to satisfy the needs of the consumer. According to the functional purpose, the services provided to the population are divided into material and socio-cultural. A material service is a service to meet the material and everyday needs of a consumer of services. A material service ensures the restoration (change, preservation) of the consumer properties of products or the manufacture of new products on the orders of citizens, as well as the movement of goods and people; creation of conditions for consumption.

In particular, material services may include household services related to the repair and manufacture of products, housing and communal services, catering services, transport services, etc. A socio-cultural service is a service to satisfy spiritual, intellectual needs and maintain normal life consumer. The socio-cultural service ensures the maintenance and restoration of health, the spiritual and physical development of the individual, and the improvement of professional skills. Social and cultural services may include medical services, culture, tourism, education and other services, including hotel services.

The indicator of the services provided is the category of the hotel.

When assigning a hotel to a certain category, along with other requirements, the following are taken into account:

Range and quality of services;

Service level.

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, the requirements usually imposed on these services.


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

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

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

Call an ambulance;

Use of a medical kit;

Delivery to the number of correspondence upon receipt;

Wake up at a certain time;

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

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra. The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.

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

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

Shops (souvenir, grocery), vending machines;

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

Excursion service, services of guides-translators;

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

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

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed materials;

Household 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.

Hotel services

Basic services of hotel enterprises

From the point of view of common sense, there can be no question of any kind of hospitality without satisfying the primary needs of a person - the needs for food, rest and sleep. In this regard, the most reasonable and quite logical is the following definition of a hotel, which was given by S.I. Bailik:

“A hotel is an enterprise that provides people who are away from home with a range of services, the most important of which are equally the service of accommodation and meals.”

The essence of the provision of accommodation services is that, on the one hand, special premises (hotel rooms) are provided for use, on the other hand, services are provided that are performed directly by the hotel staff: porter services for the reception and registration of guests, maid services for cleaning hotel rooms etc.

Hotel rooms are the main element of the accommodation service. These are multifunctional premises designed for rest, sleep, work of living guests. Their most important function is to enable sleep. The significance of other functions of hotel rooms, first of all, depends on the purpose of the hotel and the needs of guests. For example, in business hotels.

Different hotels have different categories of rooms, differing from one another in area, furniture, equipment, equipment, etc. However, regardless of the category, a hotel room must have the following furniture and equipment: a bed, a chair and an armchair, a night table, a wardrobe, general lighting, a wastebasket. In addition, each room should contain information about the hotel and an evacuation plan in case of fire.

Other services complete the offer of accommodation and catering services. These include the offer of a swimming pool, conference rooms, meeting rooms, sports equipment, car rental, dry cleaning, laundry, hairdressing, massage and a number of others.

Depending on how they are designed and combined into a single complex, a certain type of enterprise is formed, such as a luxury hotel, a middle class hotel, an apartment hotel, an economy class hotel, a resort hotel, a motel, a private hotel of the overnight and breakfast”, hotel-garni, boarding house, gostiny dvor, rotel, botel, flotel, flaitel. 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".

Accommodation Services

In each individual state, understanding the level of comfort as a classification criterion is approached differently, which is why there is no single classification of hotels in the world.

World tourism organization(WTO) only a standard classification of accommodation facilities has been proposed.

However, there are several common classification features. I will highlight only the most used among them:

1. Comfort level is a complex criterion, the terms of which are:

The state of the room fund: the area of ​​the rooms, the share of single, multi-room rooms, suites, the availability of communal amenities in the rooms;

Condition of furniture, inventory, sanitary and hygienic items;

Availability and condition of catering establishments;

Condition of the building, access roads, arrangement of the territory adjacent to the hotel;

Information support technical equipment;

Ensuring the provision of additional services.

2. Room capacity- the number of seats that can be offered to customers at the same time. It is generally accepted to divide hotels into:

Small - up to 150 seats (in some countries no more than 100 rooms);

Medium - 150-400 beds (up to 300 rooms);

Large - over 400 beds (over 300 rooms).

3. Functional purpose- this criterion is decisive in determining the typological structure of the hotel. In total, there are two large groups enterprises: transit and target:

Transit - hotels serving tourists in conditions of a short stop. They are located on highways with high traffic, they have a limited level of comfort.

Target hotels, depending on the purpose of the trip, are divided into:

Business hotels serving persons on business trips;

Hotels for recreation (resort - providing accommodation, meals and a number of additional services to people seeking to relax and restore health, and tourist - the main goal of vacation).

4. Location. There are various variations here. Hotels can be located within the city, in the mountains; on the coast, etc.

In addition to the location of the hotel, the classification of rooms and the view from the rooms are distinguished.

5. Duration of activity. According to this criterion, hotels are classified into hotels operating all year round, operating 2 seasons, or hotels operating only 1 season.

6. Nutrition:

All-inclusive hotels (accommodation + 4 meals a day with the inclusion of alcoholic drinks, both local and foreign, depending on the specifics of the hotel and cost value);

Hotels providing full board (accommodation + 3 meals a day);

Hotels providing half board (accommodation + 2 meals a day with a variation of breakfast-lunch or breakfast-dinner);

Hotels offering accommodation and breakfast only.

7. Length of stay:

Hotels for long stay guests;

Hotels for short stays.

8. According to the price level, hotel rooms are classified into:

Budget (25-35 USD);

Economical (35-55 USD);

Medium (55-95 USD);

First-class (95-195 USD);

Apartment (65-125 c.u.);

Fashionable (125-425 USD).

- "suite" - a room in the accommodation facility with an area of ​​at least 75 m 2, consisting of three or more living rooms (living room / dining room, office and bedroom), with a non-standard wide double bed and an additional guest toilet;

- “apartment” - a room in an accommodation facility with an area of ​​at least 40 m 2 , consisting of two more living rooms (living room / dining room, bedroom), with kitchen equipment;

- “suite” - a room in an accommodation facility with an area of ​​at least 35 m 2, consisting of 2 living rooms (living room and bedroom), designed for 1-2 people;

- “studio” - a one-room apartment with an area of ​​at least 25 m 2, designed for 1-2 people, with a layout that allows using part of the room as a living room / dining room / office;

First category room - a room in the accommodation facility, consisting of one living room with one / two beds, with a full bathroom (bath / shower, washbasin, toilet), designed for 1-2 people;

Room of the second category - a room in the accommodation facility, consisting of one living room with one / two beds, with an incomplete bathroom (washbasin, toilet or one full bathroom in a block of two rooms), designed for 1-2 people;

Third category room - a room in the accommodation facility, consisting of one living room with the number of beds according to the number of residents, with an incomplete bathroom (washbasin, toilet or one full bathroom in a block of two rooms), designed for several people.

So, there are many principles and criteria for the world classification of hotels, everything depends on the national, geographical features of the country, as well as local traditions. When classifying hotels in different countries also use different systems.

The main function of the hotel is to provide lodging for people who are away from home, and sleeping places are the most characteristic products of the hotel. In most hotels, room sales are the hotel's largest and only source of income, and in many hotels rooms generate more sales than all other services combined. Room sales are also consistently the most lucrative source of hotel revenue, generating the highest levels of profit and contributing the bulk of hotel operating income.

Hotel room revenue is earned through three main services: hotel front desk, unified services, and hotel management. Each of these services may also contribute to other hotel activities to a greater or lesser extent, but their main functions arise from the needs of the resident guests and they provide the guests with the basic hotel services. Therefore, it is convenient to consider the hotel front desk, unified services, and hotel management together as integral parts of the hotel's function of accommodating guests.

The three main components of the accommodation function are available in most hotels and are usually organizationally related to separate departments. But their organization and staffing often differ in hotels of different sizes, types and standards. In smaller hotels, only a few people can work in each of them and have a large range of duties; as the size of the hotel increases, each service may be subdivided into separate departments or departments, in which the people working in them perform more specialized tasks.

In an urban transit hotel with a short average stay, an approach is required that is somewhat different from the approach in resort hotel, in which guests are accommodated for a longer period, for example, for one or two weeks. There is also a relationship between prices, the range and quality of facilities and services provided, and the way they are organized.

Catering service

In addition to the direct services of the hotel industry, hotels can carry out other types of economic activity, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs. A restaurant at a hotel can be a separate catering establishment, or it can also be one of the divisions hotel complex.

At the same time, regardless of the fact that the restaurant is not an independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering enterprises. The main requirements for such catering establishments as restaurants are established in the Decree of the Government of the Russian Federation dated August 15, 1997 No. 1036 “On Approval of the Rules for the Provision of Catering Services”.

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

It should be noted that this type of catering establishments as restaurants is also divided into classes. The class of a public catering enterprise is a set of distinctive features of a certain type, characterizing the quality of the services provided, the level and conditions of service.

Restaurants in terms of service level and types of services provided to visitors differ in:

Luxury class;

Top class;

First grade.

For class luxury characterized by sophistication of the interior, a high level of comfort, a wide range of services provided to visitors, as well as an assortment of original, exquisite custom-made and signature dishes, products for restaurants, and for bars - a wide selection of branded and custom-made drinks and cocktails.

Higher the class is distinguished by the originality of the interior, the choice of services, a diverse range of original, gourmet, custom-made and specialty dishes and products for restaurants, a wide selection of branded and custom-made drinks and cocktails - for bars.

First the class corresponds to the harmony, comfort and choice of services, a wide range of specialties and products, as well as drinks of complex preparation for restaurants, a set of drinks, cocktails of simple preparation - for bars.

Confirmation of the compliance of the restaurant with the selected class is carried out by certification bodies accredited by the Russian Federation Committee for Standardization, Metrology and Certification in the prescribed manner. In accordance with this, the requirements for restaurants at hotels may vary depending on its class, but in any case, strict requirements are imposed on restaurants regarding the quality of services, their safety for life and health of people, environment and property.

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 (disco, 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 materials;
  • household services (repair and cleaning of shoes; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);
  • beauty salon services;
  • sauna, bath, swimming 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 either by the general director or a special VIP manager. common features Such clients are their high solvency, the need for expensive services and an extremely scrupulous attitude to the quality of service. All guest expectations formed by staying in the best hotels cities, must be implemented. Any little things, any household items and even documents that he encounters during registration must 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;

Intending to go on vacation, we sometimes do not even think about how travel agencies and hotels organize our leisure in such a way that we do not need anything. When it comes to planning a hotel business, the question arises of what types of hotel services to offer guests. The next question is what to provide for free, what for additional fee. In this article we will talk about the organization of the workflow in the hotel.

Types and types of services in the hotel

Hotel service is divided into basic, additional and individual types of services. Depending on the wishes of the hotelier and the level of the competitive environment in a given region, this service can be either absolutely free or for an additional fee.

There are a number of basic services in the hotel, fixed at the legislative level, as those benefits that should be provided in all hotel establishments, as free. It is necessary. Their list:

  • If necessary, call an ambulance
  • Availability and round-the-clock ability to use a first-aid kit
  • Delivery of letters, newspapers and other correspondence intended for the guest
  • Wake up the guest at the appointed time
  • Availability and access to boiling water, scissors, needles and threads
  • Use of one set of dishes and its replacement

Regardless of the concept of the hotel business, your hotel must provide these services. However, everyone understands that if the hotel provides only this, its rating will leave much to be desired. In the conditions of fierce competition between hotels and hotel chains, it is necessary to be “in trend” and anticipate the needs of guests.

So, just a few years ago, those rare hotels that allowed guests to use the distributed Internet without charging an additional fee received their bonuses and benefits in the form of additional customers.

Today, hotel websites, chains and booking resources are full of banners with the words “free” and “gift”. Competing with each other, hotels try to provide unique service to their guests, or standard varieties of paid services - free of charge.

Most common paid services in hotels:

  • Offer of group and individual excursions
  • Personal translator and guide
  • Sale of tickets for cultural events
  • Currency exchange
  • Repair of clothes, shoes, dry cleaning and ironing
  • Souvenir products
  • Renting space for business meetings and conferences
  • Saunas, baths, spas, massage parlors, beauty parlors, hairdressers
  • Purchase and delivery of flowers
  • Taxi ordering

Of course how large quantity services offered by the hotel for free, the more chances it has for a leading position And feedback with clients. Generating good reviews is a long, costly, and labor-intensive process. High quality service, like nothing else, can help in this matter.

Today, it is considered bad form to offer a certain range of services for an additional fee. Once an expensive Internet, nowadays it must be freely available to everyone. Detailed consultation by the receptionist about the events held in the city; about how to get to the place the client needs and back; about the opportunity to save money in the city and other helpful information provided free of charge. Calling a taxi to the hotel should not be paid with anything other than a tip, at most.

Hotels, on the facade of which a considerable number of stars flaunts, cannot afford to forget about the individual approach to persons of special importance. These can be people who are useful for this business, or simply wealthy guests. If personal services are provided in exceptional cases, their availability will not be financially attractive, but it will create a certain reputation for the hotel company, which is important.

To the number personal services includes an individual hotel employee who accompanies the guest during the entire period of his stay. His duties include consultations on all issues, finding solutions of any complexity in order to satisfy the wishes of a demanding client.

A good option for an individual approach to the guest are small gifts, pleasant souvenirs as a keepsake of your stay in your hotel. It can be any souvenir product, for example, chocolates from a local factory with your company logo. This inexpensive and modest gift will emphasize the level of service in your hotel and make even the most strict guest smile.

Introduction.

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

1.1 Classification of hotels

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Administrative service;

commercial service;

Technical services;

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In 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, and every 16th job. In Russia, the tourism business is developing rapidly. And now, in the transition to a market economy, it is very important to apply modern management methods.

At the moment, there is a mass of literature on this topic by foreign authors, in Western countries 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 state standard establishing requirements in the field of rendering services;

price of rooms (places in the room);

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

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

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

the procedure for staying at the hotel;

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

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

information about the parent organization.

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

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

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

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

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

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

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

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

artist name (for individual entrepreneurs- surname, name, patronymic, information on state registration);

surname, name, patronymic of the consumer;

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

price of the room (place in the room);

other necessary data at the discretion of the performer.

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

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

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

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

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

The contractor can set a daily or hourly payment residence.

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

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

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

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

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

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

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

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

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

III. Service provision procedure

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

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

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

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

call an ambulance;

use of a medical kit;

delivery of correspondence to the room upon its receipt;

wake-up call at a certain time;

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

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

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

In case of discovery of forgotten things, the performer is obliged to immediately notify the owner of the things. If the person entitled to claim 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 French classification in European countries the German classification stands out, 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.

Classification English hotels quite complicated. As a rule, not stars are depicted on the facade of hotels, but crowns. To transfer the category of a hotel from the "language of the crowns" to the "star", it is necessary from total number take away one crown.

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 Russian hotel, then we considered it necessary to consider in more detail the features of the classification of hotels in the Russian Federation.

1.1.2 Classification of hotels in the Russian Federation

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

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

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

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

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

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

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

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

Four star hotel. These are hotels with a high level of service, designed for people whose earnings are average and above average by European standards. A four-star hotel is distinguished by an increased level of comfort and a good location; it can be located in the city center or on the first line of the beach. There must be secure parking. Large hotels have their own taxis and minibuses. This category includes many additional free services, the ability to use gyms, courts and swimming pools and various hotel shows, such as discos. In a four-star hotel, the room is furnished like an ordinary living room, with 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-channel telephone connection, 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 providing household services guests.

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

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

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

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

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

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

The person in charge of the maid service is responsible for the work of personnel to maintain cleanliness and order in the residential and office premises of the hotel. The head maid receives the task and distributes its execution among subordinates, while simultaneously performing 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 solves the issues of financial support of the enterprise, receives reports from the cashiers of each outlet of the enterprise, including the catering service, the porter service, souvenir kiosks and sport complexes, If there are 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 materials; Shoe repair; repair and ironing of clothes; laundry and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; 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 guests served, categories and equipment, catering establishments use different kinds service. The most common:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Conclusion

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

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

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

diversification of the offered services;

service conceptualization;

individualization of service;

The factors determining the trend, determining the trend of specialization of the offer of the hotel industry include: the expansion of the social base of tourist demand, the strengthening of the individualization of the needs of tourists. The hotel of the future is a specialized hotel. In relation to the sector of additional accommodation facilities as a whole, the hotel industry is developing in the direction of raising the standard of quality of service, while non-traditional facilities remain the most acceptable for family vacation 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.

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12.Hotel www.ufontana.com

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