What types of services are provided in the hotel. Basic and additional hotel services

Hotel is an enterprise whose goal is to make a profit by selling its “product” in the form of a set of services (accommodation services and catering services).

Exist various concepts services. In a narrow sense, service It is an action that benefits, helps another.

Service in a broad sense- this is the result achieved with the direct interaction of the performer and the consumer, as well as the performer's own activities to meet the needs of the consumer.

Service is an intangible thing, and therefore cannot be measured, but can only be estimated.

The hotel service consists of:

1) services of providing special premises that can be used to meet their needs;

2) services provided by the hotel staff (room cleaning, customer registration, meals).

The main element of the accommodation service is, of course, a hotel room (a room equipped for rest, sleep, work of the client). The main function of the room is the possibility of sleeping. Depending on the purpose of the hotel and the needs of the guests, functions such as the ability to work in the room can be no less significant (typical for business-class hotels that have a desk, telephone, fax, computer in the room).

Regardless of the category, area, equipment, each room must have a bed, a table or a bedside table for each bed, a chair or armchair according to the number of guests, lighting for all rooms in the room, a waste basket.

In order to feed guests, it is necessary to prepare meals in the kitchen, sell cooked products, alcoholic and non-alcoholic. alcoholic beverages, service for hotel guests in a restaurant, bar, cafe, hotel rooms.

There are additional services in the form of providing a swimming pool, a gym, conference rooms, car rental, dry cleaning services, laundry, hairdressing services, and a massage room.

Now the accommodation service is taken for granted, and in order to attract customers, it is necessary to develop additional services that will help to stand out from the hotels of the same category.

Consider features of hotel services.

The process of production and consumption takes place in the same time period. To receive a hotel service, it is necessary to involve both the consumer and the performer in the consumption process. To provide a service, hotel staff have to come into direct contact with the consumer. For the client, this contact is an integral part of the service itself.

Intangibility of hotel services. The hotel service cannot be touched or seen, as it is intangible. In order to evaluate a service, it must first be consumed. A service is a promise to perform certain actions to meet a customer's needs.

Hotel services cannot be prepared in advance, as they are not expressed in material form. The hotel product is produced in order to satisfy the real needs of customers, and they need to be satisfied within a certain period of time.

quality variability. The quality of the services provided depends on their performer and on the environment in which they are performed. Qualification, mood and other factors can have a great influence on the quality of the service. After all, the same performer can serve the client in completely different ways (for example, at the beginning of the working day, when the performer has more strength, the quality of the services provided by him will be higher than by the end of the working day, when strength is running out). The variability of the service very often provokes dissatisfaction on the part of consumers.

Seasonality of demand for hotel services. The demand for a hotel product, depending on the situation, can change almost every day. Seasonality is very pronounced in countries with a changing climate (most tourists prefer to relax in the summer months).

There are certain factors that affect sales volumes. These factors include:

1) location of the hotel. This factor undoubtedly plays a very important role, since the price of travel to the hotel depends on it, the attractiveness of environment, infrastructure development of the country or city;

2) service level. This factor depends on the quality and completeness of the services provided, the availability of various types of amenities, their style and quality;

3) price. This factor can sometimes be decisive when choosing a hotel;

4) serviceability;

5) range of services. Today, hotels offer a wide range of services that can satisfy almost all the whims of guests. The most common are accommodation services, services Catering. In a good hotel, without going outside, you can get yourself a high-quality haircut, take a steam bath in the sauna or play billiards. The main income of the hotel comes from accommodation fees, but with a well-developed additional service, you can also make a good profit;

6) the image of the hotel. This factor is highly valued by every hotel, as it helps it to remain competitive and receive additional profit (in case of a positive image). Image is a complex consisting of all of the above factors.

Main subject hotel business This is, of course, a hotel room. Hotel services is a special hotel product that can be purchased through exchange transactions. The client pays not for the right to own the number, but for the right to have access to it at the agreed time. Modern conditions businesses require hotels to resolve all production and other issues as soon as possible. People do not like to wait, so to improve the quality of service, it is necessary to provide services quickly and efficiently.

Introduction
1 Theoretical aspects of organizing the work of additional and
related hotel services
1.1 The concept of additional services in the hotel.
1.2 Types of additional and related services

1.4 The main current trends in the field of supplementary
services.
2.

Conclusion
Bibliography

Introduction

The modern hotel complex occupies an important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in terms of accommodation and food. Without hotels, it is impossible to create a modern tourism industry.
Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activity and plays an important role in improving the efficiency of social production.
The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, long-distance and international communication services, and transport services for guests. Hotels can not do without shops and souvenir kiosks, restaurants and bars.
In addition, focusing on a business person, hotels should provide their guests with the opportunity not only to organize their working time well and efficiently, but also to relax after a busy day. Therefore, modern hotels have gyms and fitness centers, beauty salons, billiard rooms, slot machines and casinos, etc.
In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important.
Remaining the main one, the accommodation service is perceived by guests as a matter of course, and additional services that distinguish this hotel from a number of others arouse increased interest.
Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.
The purpose of this work is to consider a complex of additional and related services of the hotel.
The following tasks follow from this goal:
- give theoretical definitions of additional and related services;
- disclose the content of the classification of additional services;
- determining the value of additional services in the hotel business;
- show the main current trends in the field of additional
services.
The theoretical and informational basis of the course work is textbooks on the organization and technology of hotel services, and others.

1 Theoretical aspects of organizing the work of additional and related hotel services

The concept and essence of additional services in a hotel

1.2 Types of additional services and related services of the hotel

Additional hotel services are divided into two categories:
1) services provided directly by the hotel itself (that is, on its own);
2) services provided by outside organizations.
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 outdoor enthusiasts, hotels offer the services of a sauna, bath, massage, swimming pool (outdoor, indoor and children's). These services also include gyms, playgrounds, mini golf, Gym, golf, basketball, volleyball, table tennis, tennis, stables, beach on the sea, lake, river coast, as well as equipment for water and underwater sports. You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), a travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: meeting room, concert hall, business centers, copier, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.
The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.
Organization of consumer services
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.
Irons can be rented at lower category hotels. The guest himself irons in the room or in a special room where there is an ironing board.
Urgent shoe repair and cleaning. 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.
Storage of things and valuables (luggage office and safes in the rooms and at the reception).
Unloading, loading and delivery of luggage to the room (paid by tips - the hotel organizes the queue of messengers to receive the same tips).
Rental of cultural and household items (TVs, dishes, sports equipment); photographic works.
Hairdressing, manicure and massage services. These services can also be provided in rooms, but are subject to a surcharge.
Food delivery to the room.
Usually in each room in the advertising folder there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks for washing, cleaning the room or simply does not want to be disturbed.

Transport services
Transport services are one of the important types of services in hotels. These include: booking tickets, ordering a taxi, car rental, etc.
The most requested additional service by guests can be considered the service of booking rooms.
In a number of hotels of the level of four or five stars, the reservation service is provided free of charge. However, this does not mean at all that hotels provide this service free of charge. The fact is that, depending on the level of the hotel, booking can be carried out as part of the fulfillment by the employees of the booking service of their direct duties. This is not considered as a separate service, since the work of the hotel is structured in such a way that, in principle, guests are not accommodated without prior booking of a room, regardless of whether the client wants to book a room or not. This policy of the hotel operation allows it to plan its load, labor costs and, ultimately, the income of the hotel as a whole.
Booking tickets for different kinds transport can be performed using the latest information technology. Some global computer networks have achieved great success in this.
Hotels that have connected to global booking networks have the opportunity to enter information about the hotel itself, types of rooms, their descriptions and prices into their database.
In Moscow and St. Petersburg, 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 connection with firms providing ticket booking services.
Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways:
in the city taxi service;
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, etc.). For example, in Moscow and St. Petersburg, high-class hotels have their own taxi services.
Car rental. The car rental procedure is simple: provided that the tourist is at least 21 years old and does not exceed 70 years old, it is enough to present a passport and a driver's license (Russian or international standard) to the rental service employee.
By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is only available with a credit card.
The rental price depends on the class of the car.
Before signing a car rental contract, it is recommended to familiarize yourself in detail with what is included in the rental price. The rental fee usually includes:
unlimited car mileage;
delivery of a car to a client within the city;
repair or replacement of the 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 client; however, if the driver was under the influence of alcohol at the time of the accident, the insurance will not be 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. The car must be provided to the client with a full tank, but the guest must also return it with a full tank.
For an additional fee, you can purchase the right to drive a car with a second driver. If the client leaves a security deposit (it is taken in case of paying fines), you should ask in advance when it will be returned.
Increasingly popular among hotel customers are health centers , the availability of which for hotels of a high category is a prerequisite in accordance with the minimum requirements for accommodation facilities established by the Regulations on the state system for classifying hotels and other accommodation facilities. However, simpler hotels are also trying to develop this direction.
The list of services provided by the health center can be very diverse depending on the level of the hotel, the requirements of the guests and the imagination of the hotel manager. However, as a rule, it includes the following types of services:
- pool;
- jacuzzi;
- sauna and other baths;
- solarium;
- Gym;
- individual and group lessons with an instructor;
- massage, etc.
Provision of premises for rent
Not always the hotel can provide additional services to residents on its own. Sometimes this is associated not only with additional costs, but also with a lack of knowledge for the implementation of a particular type of activity. For example, this applies to the gambling business. Typically, the hotels themselves do not engage in this type of activity, but only provide the appropriate premises to tenants. In general, hotels provide space for rent under the most different types services. These can be shops (grocery, newsstands, souvenir shops, clothing boutiques, etc.), hairdressers, restaurants or bars, travel agencies that accept orders for air and railway tickets, etc.
As the areas transferred by the hotel for rent, there are both premises that are not adapted for living, and areas that, in principle, are intended for the number of rooms.
Recently, a fairly common practice for hotels is the provision of premises, originally intended for rooms, for rent.
Additional services provided by third parties
organizations

In the event that dry cleaning and laundry services, communication services, the Internet, television, motor transport services and others are provided by third-party organizations, the hotel acts as an attorney, commission agent or agent, depending on the nature of the contracts concluded with these organizations.
According to Article 971 of the Civil Code of the Russian Federation, under an agency agreement, one party (attorney) undertakes to perform certain legal actions on behalf and at the expense of the other party (principal). The rights and obligations under the transaction made by the attorney arise directly from the principal. Therefore, the principal must issue a power of attorney to the attorney to perform legal actions stipulated by the contract of agency. Usually, the obligations of the hotel are reduced to concluding agreements with their guests in the interests of organizations that provide additional services to residents. Otherwise, it may be called expanding the client base of the principal (committent or principal). The hotel also undertakes to collect payments for services provided to guests by the principal (committent, principal).

1.3 Additional food and excursion services

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.
Food is one of the main services in hotel service.There are three main forms of catering in hotel services:
meals paid by the client;
meals not included in the room rate;
Meals provided for an additional fee.
Meals are not a mandatory service as part of the tourist product and may not be provided during the implementation of the tour. However, one should take into account the fact that a person's need for nutrition is physiological. In the event that this service is not provided during the trip, tour organizers should take care of two problems: a) the problem of reserving a certain amount of time for tourists to eat and b) the problem of informing tourists about the food establishments available in the destination.
Serving guests in restaurants is a special form of service in a hotel.A restaurant at a hotel can be a separate catering establishment, or it can also be one of the divisions of the hotel complex. At the same time, regardless of the fact that the restaurant is not independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering establishments.
Excursion services and services "meeting-seeing off"
Excursion services are included in the list of additional services provided by accommodation facilities. It should be noted that excursion services are provided by the majority of hotel enterprises, regardless of their category and reputation. A number of hotels have their own tour desks and specialized departments.
So, the excursion company uses various forms of service in its work:
1. Excursion as a separate service: sightseeing and thematic excursions, walking tours using various modes of transport, industrial excursions, excursions to museums, exhibitions, reserves, wildlife sanctuaries. Distinguishes the excursion: the presence of a topic, a qualified leader - a guide, an excursion group; display of excursion objects; movement of participants; duration from one hour to a day.
2. Excursion as part of a tour, weekend itinerary, which is an integral part of the proposed tour.
3. Organization of excursions, cultural and entertainment services.
4. Provision of services of tour guides, tour guides, tour leaders, organizers of excursions.
5. Traveling excursion information. This service is offered on long-term intra-route transportation. The guide or tour leader gives brief information (in the form of a tour guide) on the sightseeing objects located along the route of the group.
The excursion service also includes escort services and "meet-see-off" services. A group tourist trip requires a competent and clear organization of the processes associated with the movement of a group of tourists, its delivery to the place of accommodation, the accommodation of tourists in a hotel (s), the further passage of all stages of the stay program, this responsibility is assigned to the so-called tour leader.
The escort must monitor the progress of the excursions - they must be carried out according to plan. If it is impossible to conduct an excursion within the specified period, agree on transferring it to another time, in extreme cases, with the consent of tourists, find an alternative option. On the last day of your stay at the hotel - inform tourists about the timely payment of invoices issued by the hotel upon the provision of additional services (telephone, gym, mini-bar, etc.). When leaving the country, all stages of entry are repeated.
At the entrance to the hotel, a presentation can be held, which provides information about the hotel - where it is located, what additional services can be obtained, the form of payment, etc.
The most traditional forms of leisure activities are sports - mass work, excursion work, film screenings, and leisure evenings 4 .
Library services are one of the oldest forms of leisure activities for vacationers. The work of libraries is most often implemented in three directions: the issuance of books and periodicals for reading in your spare time; holding various thematic events; promotion of healthy lifestyles. Game forms of organizing leisure activities are also quite popular in resorts. Vacationers are provided with both passive (without the involvement of additional staff - checkers, chess, billiards), and active gaming entertainment (with the involvement of animators and special staff).
etc.................

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, cultural, 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 matter;

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

Beauty salon services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Other services.

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.

The World Tourism Organization (WTO) has only proposed a standard classification of accommodation facilities.

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 of 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 big circle responsibilities; 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.

An urban transit hotel with a short average stay requires a slightly different approach than a resort hotel where guests are accommodated for longer stays, such as 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 of the 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 catering establishments such as restaurants are established in the Government Decree Russian Federation dated August 15, 1997 No. 1036 "On approval of the Rules for the provision of public 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 increased level services combined with the organization of recreation.

It should be noted that this type of catering establishments as restaurants is also divided into classes. The catering class is a set of hallmarks of a certain type, characterizing the quality of 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, restaurants are subject to strict requirements regarding the quality of services, their safety for the life and health of people, the environment and property.

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

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

2.Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In the conditions of 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, when moving to market economy very important to apply modern methods management.

At the moment, there is a mass of literature on this topic by foreign authors; in Western countries, a huge long-term experience in managing hotel enterprises has been accumulated. 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 term paper is to consider and study the problems of quality of services in the management of a hotel enterprise. Relevance this study is conditioned 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 research is ……..

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

Approved by the Decree of the Government of the Russian Federation

I. General provisions

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

2. The basic concepts used in these Rules mean:

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

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

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

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

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

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

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

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

these Rules;

information about the performer and his contact phone number;

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

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

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

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

price of rooms (places in the room);

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

list and price of additional services provided for a fee;

information about the form and procedure for payment for services;

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

the procedure for staying at the hotel;

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

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

information about the parent organization.

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

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

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

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

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

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

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

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

name of the performer (for individual entrepreneurs - last name, first name, patronymic, information on state registration);

surname, name, patronymic of the consumer;

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

price of the room (place in the room);

other necessary data at the discretion of the performer.

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

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

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

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

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

The contractor can set a daily or hourly payment for accommodation.

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.

The hotel always has basic and additional services.

Main and also auxiliary (accompanying).

Auxiliary services ensure the operation of the hotel complex, provide laundry, dry cleaning, tailoring services and some others (taxi order, reservation in a restaurant or sauna)

Additional services provide paid services. Such as: hairdresser, business center, shopping kiosks, transfer from the airport, train station, roomservice and much more.

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

The hotel provides additional services, the cost of which is included in the price:

Reception and accommodation services (round the clock);

Baggage service at the request of the guest (around the clock), luggage service is carried out from / to the elevator in the lobby of the 1st floor;

Taxi call (around the clock);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (24/7);

Booking a parking space (24/7);

Use of a household self-service room (round the clock);

Provision of a baby cot (around the clock);

Ordering theater and concert tickets (daily from 10:00 to 16:00, except weekends and holidays);

Booking a table in the hotel cafe (weekdays from 7:45 to 22:00, Saturday and Sunday from 9:00 to 22:00);

Providing mineral water, hygiene kits in the room (daily);

Shoe polishing machine (24 hours a day).

The hotel provides additional services for a fee:

Luggage storage in a storage room (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the safe of the administration (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables in the hotel;

Sauna services (daily, according to the operating hours of the sauna);

Negotiation room rental (daily from 8:30 to 21:00);

Rent of a set of dishes (round the clock);

Electric kettle rental (24/7);

Additional change of bed linen, towels (around the clock);

Reception of fax messages (round the clock);

Photocopying of documents (round the clock);

Scanning of documents (daily according to the opening hours of the conference center, except weekends and holidays);

Sale of postal envelopes, telephone cards and access cards to the Internet using Wi-Fi technology, cards;

Reception of e-mail (daily, according to the opening hours of the conference center, except weekends and holidays);

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Provision of hot drinks in the lobby of the 1st floor;

Hairdressing services;

Currency exchange services;

Services of contact vision correction room;

Dental services, solarium;

Cafe-bar services.

The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel. Additional services have a very wide range and occupy up to 50% of the total income with a developed tourism infrastructure.

The most common:

excursion service;

ordering services of guides-translators;

organizing the sale of tickets for all types of transport;

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

ordering vehicles at the request of guests;

taxi call;

car rental;

ordering seats in city restaurants;

purchase and delivery of flowers;

sale of souvenirs, postcards and other printed matter;

Shoe repair;

repair and ironing of clothes;

laundry and dry cleaning of clothes;

use of the sauna;

hairdressing services;

services of buffets, bars and restaurants;

rent of a conference hall, meeting rooms;

business center services.

Related services include:

1. providing sovereign products, tourist symbols;

2. trade, currency and credit, information, congress and other services;

3. services of special types of communication, provision of individual safes, etc.

Household service is aimed at meeting the needs of guests that have arisen during their stay at the hotel.

Household services include the following:

1. urgent laundry and dry cleaning; 2. repair and ironing of personal belongings.