What is a hotel service? Household services in the hotel. Additional income will also be provided by service #3 ➨ Booking tickets

Introduction.

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

1.1 Classification of hotels

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Room management service;

Administrative service;

Service Catering;

commercial service;

Technical services;

Auxiliary and additional services.

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In conditions market relations and especially in the period of transition to the market, tourism is one of the dynamic sectors of the economy. The high rates of its development, large volumes of foreign exchange earnings actively influence various sectors of the economy, which contributes to the formation of its own tourism industry. Tourism accounts for 6% of the world's gross domestic product, 7% of global investment, every 16th workplace. In Russia 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.

On this moment there is a lot of literature on this topic by foreign authors, in Western countries accumulated a huge long-term experience in management in hotel enterprises. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not very many monographs by domestic authors on the research problem, in which one could find proposals for creating a Russian system that meets our needs. Russian realities. The study of foreign experience of the hospitality industry enterprises, of course, plays a big role in improving the quality of guest service. It is very difficult to demand high quality customer service from service personnel if they have a vague idea of ​​what the requirements for the level of modern service are made by visitors.

The purpose of writing this 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, reconstruction of premises, implementation of the latest technologies etc.

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

definition of the concept of quality in the hospitality industry;

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

The subject of the study is ……..

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

Approved by the Decree of the Government of the Russian Federation

I. General provisions

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

2. The basic concepts used in these Rules mean:

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

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

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

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

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

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

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

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

these Rules;

information about the performer and his contact phone number;

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

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

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

extracts from state standard establishing requirements in the field of rendering services;

price of rooms (places in the room);

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

list and price 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.

Most modern hotels are developed complexes offering consumers a variety of services. The range of services for accommodation facilities of different categories is given in the “Classification System for Hotels and Other Accommodation Facilities”.

As a rule, the organization of additional services involves the creation of independent services for each of their types.

Paid additional services (PDU) are divided into:

    for household (laundry, dry cleaning, ironing and minor repairs of clothes, cleaning and repair of shoes, watches, suitcases, equipment, storage of luggage, valuables in the safe of the administration, individual safes);

    intermediary (reservation of places in restaurants, tickets for different kinds transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);

    car service (parking, garage, minor repairs Vehicle);

  • tourist (excursion);

    sports and recreation;

  • medical;

    postage.

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. Hotels that produce additional services on their own, respectively, have a large and diverse staff.

This is in addition to the main medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are supplemented by gyms, saunas, garages, conference rooms, etc.

Additional services are divided into paid and free, the latter include the provision of boiling water, thread, needles, one set of dishes and cutlery; wake-up call at the appointed time; call an ambulance; use of a medical kit; delivery to the number of correspondence.

The range of remote control depends on the class, purpose of the hotel, its location. In accordance with this, it is specifically determined which of the remote control systems can be produced in the hotel, and which are provided by other organizations and enterprises.

Some services - beach, swimming pool, gym, etc. - are paid before use, others - meals, telephone conversations etc. after they have been rendered.

Documentation of the remote control is carried out on the basis of the price list. Order No. 121 of the Ministry of Finance of the Russian Federation dated December 13, 1993 approved standard forms 12-G "Receipt No. for the provision of additional paid services" (Appendix 4) and 11-G "Parking lot" (Appendix 5). Receipts are issued in two copies (the first is submitted to the accounting department, the second - to the payer) and are strict reporting forms. They are issued by the staff providing the services when a fee is charged. Food establishments issue an invoice. If the service is paid through the central cash desk (in the reception service), the invoice can be issued according to the standard form 3-G or 3-GM. All services are registered in special journals. The form of entries in them is determined by the hotel itself. For example, in the register of household services on the floor, the following form of entry is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) signature of the employee who provided the service, 9) signature of the accountant.

All sums of money are handed over to the senior cashier, and a report is drawn up.

Without fail, the reception and accommodation service in a place convenient for viewing should contain the following information: list and price of additional paid services; extracts from the state standard that establishes requirements in the field of service provision; list of services included in the room price; information about the form and procedure for payment for services.

In hotel service, the more expensive the room, the more free additional services can be provided to the guest. Some prestigious hotels provide free use of the gym, breakfast is included in the room rate.

Enterprises renting premises in hotels take part in servicing residents. It can be a bank branch, shops, restaurants, cafes.

The mutual relations of the parties are built on the basis of agreements corresponding to the Civil Code of the Russian Federation. Lease (Chapter 34 of the Civil Code of the Russian Federation) is a contract of property lease. The lessor (landlord) undertakes to provide the tenant (tenant) with property for a fee for temporary possession and use or for temporary use. Products and income are the property of the tenant.

Land plots, enterprises, buildings, equipment, vehicles can be leased. If the lease agreement does not contain data on the leased property, it is considered invalid. The lessor may be the owner of the property, as well as persons authorized by law or the owner to lease the property.

The real estate lease agreement is concluded in writing. The real estate lease agreement is subject to state registration.

If the term of the lease agreement is not defined, each of the parties has the right to cancel it at any time by notifying the other party one month in advance, and in the case of real estate - three months in advance. The tenant is obliged to timely pay a fee for the use of the property in the form of:

amounts of payments made periodically or at a time;

the established share of the products or income received as a result of the lease of property;

provision of certain services by the tenant.

Organizations that are not located in the hotel building (laundries, dry cleaners, repair shops, transport companies, travel companies, Insurance companies). They fulfill hotel orders out of turn. In order to ensure the urgent and high-quality performance of services, it is necessary to first study and clarify all the conditions for their provision with the supplier and conclude an agreement with him, in which, in addition to the volume and range of remote control services, specify the terms for the performance of services by type.

Hotel employees are intermediaries between the contractor and the customer, and they are responsible for the timely execution of the order. Delivery is carried out by couriers or messengers. When placing an order, hotel employees must take into account the date of departure of the resident. These services are provided by the service bureau or room service staff.

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 this article, we will look at the most actual ways Increasing 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

IN Lately in Moscow, this service has become quite popular. 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 placement within one hotel of everything necessary for holding corporate events: halls for trainings and conferences, minimum office equipment for work, powerful Wi-Fi, banquet hall, 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, it is planned to accommodate participants from different cities. This work is in many ways similar to working with corporate clients. However, the target audience is wider, in case of coverage of the event in the media, business advertising 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. Providing exclusive services can be calling card hotel or other accommodation. If you decide not to open a new business, but

Services provided by hotel enterprises are divided into basic and additional. The main services of the hotel include accommodation services.

Additional services are services provided in the hotel company to the consumer for an additional fee, with the exception of free additional services. Additional views services are divided into additional free services and additional paid services. "Rules for the provision of hotel services" regulates the list of additional services that the hotel company is obliged to provide to the consumer at no additional charge. This list includes the following services:

  • - Call an ambulance.
  • - Use of a medical kit.
  • - Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the request of the guest.
  • - Delivery of correspondence to the room upon its receipt. Guest mail may be regular or registered mail, packets and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. The classification system of hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including delivery of correspondence. For guests staying in all hotels of the category 4 and 5 stars, sending and delivery of registered mail is provided; and for guests staying in a 5-star hotel, telefax delivery is also possible. All correspondence received in the name of the guests is stamped. The stamp shows the time and date of receipt. Mail is usually folded into a special box at the front desk of the reception and accommodation service. The guest must be immediately informed of the receipt of correspondence in his name. If correspondence is received before the arrival of the guest, then this should be noted in the register of applications for booking rooms and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests may also receive registered letters, express parcels or other mail that requires a signature. Such a signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after the guest's departure should be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety for registered mail, integrity for parcels; each type of mail requires its own standard procedures.
  • - Wake up the guest at a certain time. Very often, guests need a wake-up call in the morning. Upon receipt of a request from the client for a wake-up call, the administrator must fill out the "Wake-Up" service form. Responsible for the provision of this service administrator on duty. A big advantage for the hotel is the equipment with an automatic wake-up system, because even for small hotel waking up with the help of a telephone operator can be a problem, as most guests ask to be woken up at the same time - 7 o'clock.

Many hotels also provide the following services at no additional charge.

  • - Preparation and delivery of tea and coffee to the room (not including the cost of tea, coffee, sugar).
  • - Providing a baby cot in the room is carried out by the housekeeping service.
  • - Call a taxi in the city taxi service. Upon receipt of a taxi order in the city service, the hotel administrator who accepted the order must fill out the Taxi Order service form. The administrator on duty is responsible for this service.
  • - toe cap hand luggage at the request of the guest. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first duties of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid with tips - the hotel organizes a queue of messengers to receive the same tips.
  • - Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception and accommodation service or information bureaus located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To facilitate the orientation of their customers, some hotels publish and provide guests with information guides. Such directories usually include simplified maps of the city, phone numbers of a taxi, airport, train station, bank, church, various shops, schedules of the most important, periodically recurring events, and other information. In the lobby of some hotels, a computer information terminal is installed for this purpose. This contributes to the fact that guests are less likely to distract the attendants from their main work and save their time.

For an additional fee, hotels provide various types of services. These are household, transport, sports, business services, tourist and excursion, entertainment and other types of services.

Let's consider the main ones.

Domestic services:

  • 1. Laundry services (laundry, dry cleaning, ironing, clothes repair). If the guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about it. In a similar way, an order for the repair of clothes is carried out. Each room has order forms for washing and cleaning clothes. There are also instructions on how to hand over clothes for washing. Things handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry hours: laundry and ironing is open seven days a week, dry cleaning all days except Saturday, Sunday and public holidays. An iron and ironing board can be rented upon request.
  • 2. Urgent repair and shoe cleaning. Many hotels have shoe repair shops. Shoeshine machines are installed in the halls of upscale hotels.
  • 3. Storage of personal belongings of residents:

Luggage storage. When accepting things, the employee responsible for this area of ​​​​work fixes the guest's last name, room number, number of pieces of luggage, luggage storage period and issues an appropriate luggage token. As a rule, storage of hand luggage no more than two pieces is provided free of charge, storage large dimensions made for a fee.

Deposit boxes (safes). This is one way to store valuables. They are located in the reception area. The principle of operation of the deposit safe is the presence of two keys, one of which is kept by the administrator, the other is given to the guest. It is possible to open the cell only if both keys are available, that is, in the presence of a guest and a hotel employee. When using a deposit box, you must comply with a number of formalities and maintain appropriate documentation.

Individual electronic safes located in the guest room, in a convenient place for the guest. In some hotels, the cost of use is included in the price of the room, in most hotels it is an additional paid service. hotel tourist service trend

Consumer services also include the rental of cultural and household items (dishes, towels, sports equipment, etc.), as well as minor repairs of watches, electric shavers, radio, film, and photographic equipment; photographic works.

Transport services. Transport services are one of the important types of services in modern hotel complexes. These include: booking tickets, ordering a taxi, car rental.

1. Booking tickets for various modes of transport. Currently, ticket booking is carried out using the latest information technology. Some global computer networks have achieved great success in this. American companies are the main supplier of software for European systems. Thus, the System One company provides programs for the Amadeus system.

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global single computer reservation system. The main part of the booked tickets falls on the share of air tickets. Booking tickets for various modes of transport is carried out with the help of travel companies, usually located in the lobby of the hotel, or the travel company has a direct relationship with firms providing ticket booking services.

  • 2. Car rental. This service is subject to certain requirements. The age of the tourist must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and driver's license(Russian or international standard). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only if there is credit card. The rental price depends on the class of the car. Before signing a car rental contract, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, the rental payment includes: unlimited car mileage; delivery of a car to a tourist within the city; repair or replacement of a car in case of a technical malfunction (except for damaged tires, windshield or engine); full insurance in case of a traffic accident through no fault of the driver (if at the time of the traffic accident the driver was in a state of intoxication, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance of passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
  • 3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

When ordering a taxi in the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination. The card is issued by the administrator who works on the first floor of the hotel. The completed card is handed over to the driver, as the guest may be a foreigner. Payment for a taxi is made by the guest to the taxi driver - depending on the route of the trip.

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued, which is handed over to the driver. Own taxi service is organized at the hotel if the hotel has its own parking and garage for vehicles. All cars have the brand name of the hotel (name, emblem), taxi service phone number and so on. Car parking services are usually provided by each hotel, as many customers travel in their own cars.

Business Services. Business center services:

  • - use of satellite long-distance, international telephone and facsimile communication;
  • - copying, laminating, stitching;
  • - providing a computer for use by a guest or installing a computer in the room (at the request of the guest), performing work on the computer;
  • - provision of translation works (written translation, simultaneous interpreter services);
  • - provision of services of a secretary, stenographer;
  • - editing;
  • - rental of video equipment and audio equipment;
  • - the possibility of working on the Internet;
  • - rent of special premises for holding conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open around the clock or on weekdays from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Service bureau services include:

  • - order railway tickets, reservation of seats and confirmation of reservations for flights;
  • - organizing excursions and tours, ordering tickets and organizing theater visits, concert halls, museums, exhibitions, stadiums;
  • - provision of information and reference material and other services.
  • - Working hours of the service bureau: around the clock or on weekdays - from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Sports and fitness services:

  • - Services of a sports and health center. The sports and health center is a complex of services, including the use of closed and outdoor pools, visits to solariums, pools with hydromassage, jacuzzi, saunas (Turkish, Finnish), gyms, as well as massage, aerobics, aqua aerobics, etc. Visitors to the wellness center are provided with bathrobes, slippers, towels, personal hygiene products. Mandatory requirement is the availability of experienced specialists (trainers, medical workers) with appropriate qualifications.
  • - Beauty salon services (hairdressing, cosmetology, manicure and massage rooms). If desired, the guest can be served in the room, in which case these services have an extra charge.

Tourist and excursion service. Almost every modern hotel has an excursion and tourist bureau and a translation bureau. They provide translation services, conducting excursions around the city or region, selling tour packages to various regions of the country or abroad.

Communication services. Telephone city, intercity and international communication should be carried out around the clock. Sometimes the telephones installed in the rooms are equipped with a signal indicator light, this is a conventional sign that there is a message addressed to the guest in the reception and accommodation service. These conventions should be known to hotel guests.

It is also possible to single out trading services carried out by various outlets located on the territory of the hotel.

High-class hotels are required to provide special services to such categories of consumers as the disabled, the blind, people with handicapped, old people, children. A guest in a wheelchair must be able to access all areas of the hotel. For every 50-100 regular rooms, there is one room specially adapted for a disabled person in a wheelchair: the wheelchair can drive into the bathroom, which also has an internal telephone in case the disabled person needs help from staff.

Some luxury hotels provide the guest with the services of a personal servant who looks after the guest's wardrobe.

Thus, the services provided in the hotel can be divided into several levels:

  • - the main hotel product (rooms and minimum requirements for them);
  • - ancillary hotel product: services or goods necessary for the consumer in order to use the main product (telephones, laundry / dry cleaning services, transport, etc.);
  • - an additional hotel product that gives the main product an additional benefit and helps to distinguish this product from the offer of competitors (for example, a beauty salon, a cinema and concert hall, a tour desk, etc.).

The composition of additional services in the tourist and hotel complex is not limited to the above list of additional services. Modern hotels strive to expand the range of additional services offered as much as possible.

Thus, today we can distinguish the following main trends in the development of modern hotel industry:

  • 1. Distribution of the sphere of interest hotel business on products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). The development of such segments of the hospitality industry as the entertainment industry, including the gambling business, theme parks, congress activities, has turned previously unattractive resort and tourist areas into fashionable tourist destinations.
  • 2. Growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If earlier the difference between hotels of different classes was significant, now the bar of "lower standard" has risen significantly: even fairly cheap hotels provide quality service and a minimum set of amenities.
  • 3. Strengthening the specialization of the hotel business allows you to more clearly focus on certain segments of consumers, taking into account various characteristics. So, taking into account the price level, three segments were clearly identified - the lowest (budget), the middle (economical) and the highest (luxury). In addition, segmentation is carried out according to the purpose of the trip, by age, by the type of work of consumers and by other criteria.
  • 4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

Large hotels offer their potential guests to take tours of hotels without leaving their homes. Thus, website visitors can get acquainted with interiors hotels, with a menu of restaurants and bars, get a variety of background information.

Thus, the main trends listed above modern development hotel industry are ultimately aimed at solving the main tasks:

  • - search for own competitive advantages;
  • - Creation of a stable clientele through the ability to find its consumer;
  • - search and creation of new ways of development, constant updating of its own policy, taking into account the dynamically developing market of hotel and tourist services.

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

VIP clients

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

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

At the same time, the hotel does not limit itself in the price range when choosing equipment and interior items: all costs will be taken into account when forming the cost 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 phone;

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;
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