This is interesting. How the first hotels appeared

I.Introduction…………………………………………………………………………………3

II. Main part

2.1 History of the development of the hotel business…………………………………….6

2.2 History of the hotel……………………………………………………………..12

2.3Golden ring……………………………………………………………..15

2.4 Administrative………………………………………………………...17

2.5 Reservation………………………………………………………………...20

2.6 Reception and accommodation………………………………………………………23

2.7 Service……………………………………………………….26

2.8 Rooms……………………………………………………………….27

2.9 Rooms maintenance service………………………….………..32

2.10 Catering……………………………………………………….34

2.11 Restaurants and bars………………………………………………………...39

2.12 Security service……………………………………………………….43

2.13Usltsgi…………………………………………………………………………………48

III.Conclusion…………………………………………………………….....63

IV References………………………………………………………65

I.Introduction

In my course work, I want to talk about hotel services using the example of the Golden Ring Hotel, as well as what a service is, what they are, how they are provided correctly and in what order.

First of all, it should be noted that the Golden Ring Hotel is a high-level hotel. The hotel has comfortable rooms, bars, restaurants, congress halls, a business center, as well as Additional services such as: catering, sauna, billiards, proposal for newlyweds, florists, fitness center, and many others.

Also, the high level of service in this Hotel cannot go unnoticed, since the hotel staff consists of highly qualified specialists in their field, they know their rights and responsibilities, as well as how to properly provide the service to the guest so that he is satisfied. In a hotel, a lot depends on the client’s impression, on how he was greeted, so a hotel cannot exist without the concept of hospitality.

Hospitality is one of the fundamental concepts of human civilization. As it developed, the provision of hospitality services to people who found themselves, for one reason or another, not at home, turned into a profession for more and more people, until it turned into a genuine industry. The term "hospitality" comes from the Old French word hospice, which means hospitable home. Hospitality is a more precise concept, as it is aimed at meeting the needs of not only tourists, but also consumers in general. It should be noted that the concepts of tourism and hospitality cannot be considered separately: they are two interrelated terms.

Tourists are potential consumers with varied desires and needs, depending on the purpose of their travel.

The concept of “hospitality” in all dictionaries is interpreted as a gracious reception of guests, cordiality towards guests. Hospitality is one of the concepts of civilization, which, thanks to progress and time, has turned into a powerful industry in which millions of professionals work, creating the best for consumers of services (tourists). The hospitality industry includes various areas of human activity - tourism, recreation, entertainment, hotel and restaurant business, catering, excursion activities, organizing exhibitions and holding various scientific conferences. Thus, the hospitality industry is a complex field of activity of workers who satisfy any needs and desires of tourists. The commercial orientation of tourism enterprises leads to the emergence of tourism and service businesses, as well as the creation of a specialized industry for the production of souvenirs and tourist goods.

This circumstance allows us to distinguish tourism and service into an independent complex of service and tourism enterprises. All this can be defined as the tourism industry, the pace of development of which is amazing in its speed.

Over the past five years, Russia has seen rapid development of the hotel business. IN modern world The hotel business is developing at such a pace that the primary task of hotel management is high service in the hotel business: high-quality hotel services and competent hotel management. Hotel services are placing increasing demands on hotel management.

The hospitality industry unites all related sectors of the economy that specialize in serving traveling people through specialized enterprises: hotels, restaurants, travel agencies, national parks, cultural and recreational parks.

The highest goal of business activity in the hospitality industry is, first of all, to satisfy the needs of the client, and only then - to increase the income of the enterprise.

In the conditions of fierce competition that dominates the market of hospitality services, this is the only way to attract and, most importantly, retain a client, and this is what creates the basis for the prosperity of hotel enterprises.

Therefore, one of the main tasks of the hospitality industry is to develop the service side of the business and develop a culture of service.

Goal of the work:

1)Talk about the development of the hotel business

2)Tell about the Golden Ring Hotel

3)Tell about the services provided at the Golden Ring Hotel

II. Main part.

History of hotel business development

The hospitality industry first appeared during Antiquity. The first documentary evidence of the existence of the hospitality industry was recorded in the era Ancient Greece and Ancient Rome. One of the documents confirming the existence of the hospitality industry in ancient states is the Code of the Babylonian king Hammurabi. The said act mentioned taverns, which had a dubious reputation and sometimes served as brothels. The code stipulated that tavern owners must denounce visitors if they were planning to commit a crime against the sovereign. The composition of the visitors was extremely diverse and specific. In Ancient Greece there were also taverns, which played a fairly important role in the life of society, as they were an important part of the religious and social life of the population. Although the taverns had places to stay overnight, they were intended for Catering. The development of trade implied the need for travelers to spend the night, so another type of enterprise appeared - inns. The most extensive network of inns was in Ancient Rome. The construction of inns by the Romans marked the beginning of the creation and formation of the hospitality industry. The location of the inns in Rome was carefully thought out. They were built at a distance of 25 miles from each other, so that travelers and messengers would not get too tired on the road, resting in each of them. However, it was possible to use the inns only with a special document confirming the status of the visitor. Such papers were often stolen on the road and forged.

During the early Middle Ages, religious institutions provided services for ordinary people. The trips were made mainly by missionaries, priests and pilgrims, so inns began to be located closer to churches and temples. In England, inns were no longer built for travelers, but rather for the population consuming alcoholic drinks. In the Middle Ages, the number of inns constantly increased, but the level of services provided there remained low. Guests spent the night on mattresses or simply on the floor. The food was also quite meager and monotonous. Most often, the guests ate what they brought with them or bought from the owner of the yard. Wealthier people did not stay at inns, but traveled in their carriages or on horseback. The poor population, who made such trips on their own, were not allowed into such establishments. In all inns there was a clear differentiation along class lines. Wealthy guests dined in the dining room or in their rooms. The poor ate with the owner and his family. They were provided with simple food, no frills, for a minimal price. Wealthy people could order whatever they wanted and could go into the kitchen and watch the food being prepared. Trying to please and please a wealthy guest, the owner of the inn usually offered him something special from the kitchen, a dish that was famous throughout the area. Food prices also varied. In the XII-XIII centuries. In Rus', the first prototypes of modern hotels appeared - inns. Any traveler could get food and shelter there, but the inn was not particularly comfortable. Services were provided here for housing horses and Vehicle travelers. In the 15th century inns were created at post stations located close to each other. In addition to food and accommodation, an additional set of services was provided by coachmen.

They kept horses and transported “by sovereign decree” everyone who had a special document. The inns existed for a long time, until the middle of the 19th century. The development of railways stopped the construction of inns. The development of the automobile industry necessitated the emergence of hotels located along the roads - motels. In Russian cities, such a type of hotel as gostiny dvors was also common. They differed from inns in that, in addition to food and accommodation services, they included the opportunity to carry out commercial transactions and operations, i.e. in the guest courtyards there were furnished rooms, shops and shopping arcades. Gostiny dvors were also intended for storing goods and trading them, since merchants were not allowed to do this in their own homes. This ban applied to all merchants and was lifted only in the 18th century. Gostiny dvors first appeared in Veliky Novgorod in the 12th century. Accommodation of guests was based on nationality. Novgorod in the XII−XV centuries. was famous for its Gothic, German, and Danish guest houses. In Moscow there were English, Greek, German, Persian and Armenian courts. The activities of guest houses in medieval Rus' were regulated by special rules called “skroy”. The mention of the first rules for the provision of hotel services dates back to the 12th century. These rules included the procedure for establishing relationships between the residents of the yard and the local population. Special attention focused on ensuring the safety of life, property and home. In the 18th century Hospitality businesses have developed widely in the United States of America. In 1607, the first inn appeared here. In 1634, one of the first taverns was opened in Boston. Since then, taverns have become centers of social life, resting places for soldiers and entrepreneurs. Taverns successfully developed at crossroads and in city centers.

European settlers who came to the Americas brought with them experience in building and managing inns and taverns. American taverns from the very beginning of their existence had a commercial orientation, i.e. were created for the purpose of making profit. XIX century became the time when the hospitality industry received its greatest development. During the period of the XVIII−XIX centuries. New hotels are opening in Russia, the number of cities is growing, which is caused by the expansion of trade relations and the growth of industrial production. In 1818 there were seven hotels in Moscow, and in St. Petersburg in 1900 there were 325. A feature of the Russian hospitality industry was the existence of tea establishments. They appeared in the 19th century. under Alexander II in the Tver province. In St. Petersburg, the first teahouse was opened on August 28, 1882. Tea establishments were placed in special operating conditions: a minimum rent and a very low tax rate were established for them. The teahouses opened from five o'clock in the morning. This type of establishment spread to other cities and quickly gained popularity. XIX and early XX centuries. left a noticeable mark on the history of the development of the hospitality industry in Russia. At this point, famous hotel enterprises were built, some of which continue to operate today. It should be noted that they basically corresponded to European examples of architecture, hospitality and interior design. So, in 1911−1912. designed by architect F.I. Lidval, the Astoria Hotel was built, which was considered at that time the best hotel in St. Petersburg. A restaurant with French cuisine was opened under her. TO end of the 19th century V. In Moscow, such hotels as Dresden, Paris, England, Germany, North, Grand Hotel, Europe, Berlin were known and popular. In the first years of the 20th century. in Moscow, hotels of the highest class were built - “Metropol” (1904, designed by architect V. Walcott with the participation of L.N. Kekushev and A.E. Erichson), “Boyarsky Dvor” (1901, architect F.O. Shekhtel),

"National" (1902, architect A.V. Ivanov). In 1910, there were more than 5,000 hotels in Russia. They were owned by private individuals and were considered commercial enterprises. After the revolution, most of the hotel stock was nationalized. The Astoria Hotel in St. Petersburg became the seat of the Petrograd Council of Workers' and Peasants' Deputies, and the government was located in the National Hotel in Moscow. The new government did not seek to develop market relations, and income from the hotel industry was directed to the development of heavy industry. Hotels built during the Soviet period were not well equipped. The furniture was of poor quality, the rooms were poorly lit. Most of the rooms did not meet sanitary conditions. There were no uniform tariffs for hotel services before. In 1934, a standard charter for a local council hotel trust was developed and approved. The hotel trust was an independent economic unit and operated on the principles of economic accounting. According to this charter, the hotel was a legal entity and was liable for all obligations within the limits of the property that it owned and which could be foreclosed on. By 1940, hotels had been built in almost 700 cities of the USSR. During the Great Patriotic War Huge damage was done to the hospitality industry and consequently it underwent a major reconstruction in the post-war period. Since 1950, large-scale construction of new hotels began. In accordance with the general trend of the post-war years, hotel interiors were given palace splendor. Hence, some abstraction of architects from consideration of issues related to the better organization of life of citizens living in hotels. Functional and aesthetic requirements were imposed on hotel interiors.

Further growth The material and technical hotel base in the country was determined by the following factors: the development of existing cities and the emergence of new ones, the growth of industry, science, culture and art, and the increase in the material well-being of people. This created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers. At the same time, the need to increase the hotel stock in the USSR increased. During the tenth five-year plan, 158 hotel enterprises with 30,000 beds were built in the RSFSR. Tall hotels equipped with modern technology and equipment were built in Volgograd, Novosibirsk, Murmansk and Arkhangelsk (with 1000 beds each). Along with general hotels, the growth of boarding houses, sanatoriums, motels, tourist centers and camps has increased. In 1980, on the eve of the Olympic Games in Moscow, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700,000 beds. Many large, comfortable hotels were built. One of the largest hotels in Russia is the Izmailovo hotel complex, designed for 10,000 beds. Unfortunately, in the 1990s. Due to the economic and political situation in the country, there has been a significant decline in demand for hotel services. At the end of the 1990s. according to the data State Committee Russian Federation According to statistics, Russia had 5,043 hotel-type enterprises with a total number of beds of 390,931. In Russia as a whole, 65% of hotels are located in urban areas, and 35% in rural areas. The largest hotels in terms of room capacity are located in Moscow and St. Petersburg. In the 20th century The hospitality industry has developed particularly intensively in Europe and the USA. It was there that new forms of organization of this service sector appeared. Significant changes have occurred in the restaurant business.

In the modern world, there are main directions for the development of hotel industry enterprises:

1) deepening the specialization of hotel and restaurant offers;

2) formation of international hotel and restaurant chains;

3) development of a network of small enterprises;

4) introduction of computer technologies into the hospitality industry.

History of the hotel.

The Golden Ring Hotel, Moscow was built in 1970 and was known among Muscovites and guests of the capital under the name “Belgrade-2”. It received its new name - the Golden Ring - after reconstruction in 1994-1998. The Golden Ring Hotel, Moscow not only changed the appearance and name of the hotel, but also received a higher category, receiving the status of one of the best hotels in the capital. . The best designers from Italy and Switzerland worked on the interior decoration of the hotel.

Despite the fact that the official status of a 5-star hotel was confirmed only in 2004, already in 2003 the Golden Ring Hotel, Moscow became a laureate of the Crystal Boat competition. The hotel manager received a special prize “For great personal contribution to hotel management”, and the hotel restaurant was recognized as “The best hotel restaurant in organizing and holding events at the city and international level.”

Despite the fact that the Golden Ring Hotel belongs to the Administration of the President of the Russian Federation, it is not a closed institution: anyone can stay here. The hotel's capabilities and its location opposite the Russian Foreign Ministry make it possible to receive both foreign government delegations and heads of state, as well as representatives of Russian and Western business circles. The hotel itself positions itself as a business hotel, where businessmen will find excellent conditions for work and leisure. A corporate newspaper is periodically published, intended “for those engaged to business,” in English and Russian, in which hotel clients can find information about hotel services, partners, restaurants and entertainment.

Golden ring

All rooms at the Golden Ring Hotel are equipped with modern technology. For the convenience of guests, all rooms have a safe, a minibar, an adjustable heat-ventilation system, all types of Internet access, including Wi-Fi, and the ability to connect any necessary office equipment. All beds in hotel rooms have orthopedic mattresses. Printouts of electronic versions of newspapers from around the world are also delivered to hotel guests. The staff of the Golden Ring Hotel is famous for its sensitivity and friendliness. Particularly noteworthy is the convenient location of the Golden Ring Hotel. The hotel is located in the very center of Moscow, a five-minute walk from the Smolenskaya metro station, surrounded by historical attractions, major cultural sites, and major business centers. The Kremlin can be reached on foot in 20 minutes from the Golden Ring Hotel.

Accommodation prices at the Golden Ring Hotel are high. However, taking into account the location of the hotel and the level of service, the price of a room in the Golden Ring Hotel is an objective value. At the same time, if we compare the Golden Ring Hotel with other hotels in Moscow, then the prices of this hotel are quite reasonable.

The Golden Ring Hotel has extensive experience in holding conferences and banquets, both social and business, for which the hotel has 7 conference rooms, 2 banquet rooms, 3 restaurants. Each restaurant at the Golden Ring Hotel has its own unique look. All hotel restaurants employ famous chefs who have won international recognition. The Golden Ring Hotel has its own confectionery shop, producing exclusive designer cakes and pastries. Professional florists working in the hotel can decorate the interior for any event according to your taste.

The Golden Ring Hotel has its own beauty and health center. It has everything you need to spend time with beauty and health benefits: Gym, solarium, sauna, jacuzzi, all types of SPA treatments.

The Golden Ring Hotel is considered the best 5-star hotel in Moscow in terms of price/quality ratio.

8.3. History of hotel development

The history of hotels, like the history of tourism, goes back thousands of years. Mention of the first enterprises of the hospitality industry - taverns - can be found in manuscripts attributed by scientists to the era of ancient Greece and Rome. With the development of trade and associated travel, it became absolutely necessary to organize not only food, but also overnight accommodation for travelers. Since travel around the country was slow, and the journey was long and difficult, and there were not enough taverns for everyone, many travelers had to rely on hospitality in private houses.

During the Roman Empire, inns and taverns appeared everywhere, especially on all main roads. At that time there were up to ten thousand of them. It was possible to use many inns only upon presentation of a special government document. These documents indicated the special status of their bearers, and therefore were often stolen and forged. Some wealthy landowners built their own inns on the borders of their estates, which were run either by slaves, freedmen, or retired gladiators.

Tavern and innkeepers were deprived of many civil rights, including the right to serve in the army, bring cases against someone in court, take an oath, and act as a guardian. The moral standards of anyone involved in this business were immediately called into question.

However, Roman chefs considered themselves elite and awarded each other high-profile titles. During the reign of Emperor Hadrian (117-138 AD), Roman chefs established their own Academy of Culinary Arts on the Palatine Hill.

Ordinary taverns were considered dens of sin and, apart from the common people, only completely degraded aristocrats went there. And high society preferred to “get their buzz” in public baths. By the time Caligula came to power (37 AD), these baths were open 24 hours a day. Men and women steamed together, and the wine flowed like a river. The baths had luxurious dining rooms where banquets, both intimate and crowded, were organized, which took place on such a scale that the government was forced to pass sumptuary laws limiting Roman spending on food and drink.

In ancient Persia they traveled on camels in large caravans. They usually spent the night in tents, which were pitched next to the caravan route. But sometimes they stayed in the so-called caravanserais - certain hotel complexes, including a pen for camels and accommodation for people, surrounded by a fortress wall that protected from the elements (for example, sand storms) and from robbers who robbed caravans. In those days, the amenities provided to a traveler in Asia significantly exceeded those that could be counted on in Europe. In the East, trade was much more brisk, and therefore people traveled more often. The Chinese system of traveling by mail was much more effective than the Roman one, although only travelers with means could use it.

During the period of prosperity of the Roman Empire, one could meet merchants, students, and wandering artists on the roads. After the fall of the Roman Empire, the interest of the hospitality industry shifted from serving travelers to other categories of visitors. In England, for example, inns were no longer aimed so much at travelers as at drinkers. If people traveled in those years, it was usually associated with either the royal court or the church. Most travelers were missionaries, priests and pilgrims traveling to holy places. So inns with fairly primitive living conditions, in which people stopped for the night, began to be built closer to churches and monasteries. Living conditions remained rather primitive; the inns were run by slaves in the service of priests and temple rectors.

However, in the meaning they are given today, hotels appeared only a few centuries ago. The first hotel to open in the United States was the 70-room City Hotel on Broadway in New York. This significant event occurred in 1794. The first real hotel - with bellhops, a register, locks on room doors and even free soap for guests - was the 70-room Tremont House, opened in Boston in 1829. In the United States, most hotels were true architectural masterpieces - with a spacious lobby, a ballroom, plumbing marvels, and in some cases, such amenities as unheard of in Europe at that time, such as an elevator, the first of which was installed in the New York hotel on Fifth Avenue in 1859 The first hotel with electric lighting was the Hotel Everett, also in New York.

In general, in the 19th century, both in the United States and Europe, the best hotels were equipped with all modern amenities, including hot water, central heating and sewerage.

Thanks to technological progress, the construction of multi-storey hotel buildings began, primarily in large cities and tourist centers of that time.

There is a need to build hotels at large universities and research centers, in port cities and other transport hubs. Of course, each hotel was focused on serving its specific contingent: representatives of high society, the middle class, students, traveling salesmen, transport workers, etc. Each category of consumers determined the range of services, level of comfort and prices set by the hotel.

In the mid-19th century, hotel professionals appeared in Europe. They became hotel owners, for whom it was no longer enough to master just a few hospitality techniques. Now the hotel owner managed the whole team, and the hotel itself was internally divided into various services (first of all, the restaurant with a kitchen was separated into a separate service, then the reception service and the economic and technical department appeared). The names of new hotel professions have entered everyday language: concierge, doorman, porter, groom, etc.

The history of the formation of the first hotels to become famous at the national level was rooted in family business. The hotel industry has seen many individuals who have made significant contributions to its growth and development. Among the most famous pioneers of the hospitality industry of the late 19th and early 20th centuries. there were Ellsworth Statler, Conrad Hilton, John Willard Marriott, Caesar Ritz.

Caesar Ritz. He became a legendary figure during his lifetime. He began his career at age 15 as an apprentice hotel manager. At the age of 19, he himself managed one of the Parisian restaurants, but left this job and got a job as an assistant waiter in another bar of the famous restaurant. He knew everything about regular customers: what they like, what they like. And he always insisted that their services be entrusted to him. At 22, Ritz became manager of the Grand National Hotel in Switzerland, which thanks to him became one of the most popular hotels in the city. Charm and ingenuity allowed him to quickly attract the most select clientele. After 11 years of successful work, he risked accepting a tempting offer - an invitation to the newly opened Savoy Hotel in London (1898). So at the age of 38, Ritz became the manager of one of the most famous luxury hotels in the world. Together with chef Auguste Escoffier, he made a real revolution in the organization of hotel restaurants. Escoffier was one of the greatest culinary experts of his time. He was called the "Emperor of the Kitchen."

Cesar Ritz made the Savoy the center of the cultural life of high society and, together with Auguste Escoffier, created a team capable of preparing the most exquisite European dishes, as well as creating the most sophisticated atmosphere in the restaurant to match these dishes. He introduced a tradition according to which visitors came only in evening dress. The best instrumental orchestras were invited to the restaurant and no expense was spared on various special effects. Once the Ritz arranged a real Venice around a floating restaurant with gondolas and gondoliers who sang Italian love songs. Ritz considered the most essential quality of a manager to be the ability to communicate with the public. His attention to people and their desires raised the art of management to a new level. And to this day the name Ritz in the hotel business is synonymous with elegance and sophistication. The Ritz hotels in Paris, Lisbon, London, and Madrid became the first hotel chain in Europe.

Ellsworth Milton Statler. Many consider him the main specialist in the hotel business of all times. It was he who introduced high standards of comfort and convenience in hotels for middle-class travelers, that is, at a fairly reasonable price. Statler himself started as a bellboy at one of the leading hotels in West Virginia and worked his way up to becoming a hotel owner.

His hotel was the first to cater to the middle class, with running water taps, a bathtub, towel racks, a telephone and a large toilet with its own lighting in every room. In 1912, he built a hotel capable of providing services to large business groups. Here, one of the innovations was the service of providing each client with a “free newspaper every morning.” Everything was thought out. There was no crowd of workers in the kitchen. Dining rooms were located in close proximity to the kitchen. Guest rooms were richly decorated, but the overall tone was always in harmony. Among Statler's other innovations, one can note the introduction of postal services in his hotels, the installation of bedside lamps, free radio points, and the availability of writing instruments in the rooms.

John Marriott. Born into a poor family. From a young age I tried to earn money for my living. He started his business with a kiosk selling beer. It was he who was the first to suggest feeding passengers during the flight. In practice, he implemented this idea in 1937. In 1957 he opened the first hotel. Founded Marriott Corporation. His son became his father's successor. And today, Marriott hotels occupy a leading position in the hospitality industry.

The history of the first hotel dates back to the ancient period of antiquity. Such countries - the owners, in those days, like Greece and Rome - made the most important and greatest contribution to the development of their states. Under their possession were vast lands that captured the Mediterranean Sea, the Atlantic coast, the countries of the Middle East and others. The traditional atmosphere of antiquity, discipline, uniform legislation, a large trade route and great traditions reigned throughout this territory.

Hospitalists (people who received guests) received merchants, merchants and simply foreign visitors in their home. Such establishments—the first hotels—were called “taverns.” But, according to the code of King Hammurabi, the owners of such taverns had to report to the authorities all dubious conversations of visitors about government officials. Therefore, such establishments were not in demand. Later, the Romans created several houses for visitors to their state, they were built along the roads and were free.

The huge trade route, which went through the countries of the Middle East, Asia and Transcaucasia, provided for the construction of buildings for the temporary accommodation of traders with all the amenities they needed. The buildings included rooms for the guests themselves, as well as separate pens for animals (camels and horses were the main guides of trade caravans). These first hotels played an important role in the development of hospitality.

Soon, religion made a great contribution to the history of hotels. In the Middle Ages there was a “boom” of pilgrimage, so many believers traveled all over the world and needed temporary rest and accommodation. Of course, all this was provided to them in separately constructed buildings at churches and monasteries. These were special shelters where pilgrims could be accommodated for the night and fed for free. But at the end of the 1950s. free services were removed by the British king Henry VIII, churches became private property and began to receive and accommodate pilgrims for a fee.

Pits are the name of the inns that appeared on the territory of Rus' in the 12th-13th centuries. They improved and multiplied after the development of transport routes and postal services in Europe. Since postal trips were made on horseback, yards were built along the road where carriers could rest, as well as feed and change their horses. It looked more like a postal station. But soon, after they were combined with inns, the first prototypes of modern motels appeared.

The very concept of “hotel” appeared in the country top level service and hospitality - in France. There were multi-storey buildings on the territory of the country - the first hotels, which had several apartments and could be rented out to visitors for any length of time (from one day to a whole month). The French hotel became the standard of hospitality and, soon, the taverns of America were renamed in the French way. True, all technologies, services, the concept of service and its development, the emergence of the first hotel and the rules for settling in it belong to the USA. Here, the first “City Hotel” was opened, which was located on Broadway and contained 70 (seventy) rooms. A more similar to the modern type of hotel (with a reception, corridors, distribution of rooms and the presence of bath cosmetics) appeared in Boston in 1829.

The largest, most significant and first contribution to the hotel business was made by Caesar Ritz (Switzerland) and Statler (America). The Swiss became a seminal figure in the development of hotels around the world, he developed many new details to make the stay of tourists in hotels even more comfortable. The Ritz diversified restaurant and hotel meals with orchestras playing. Due to this, visitors could not only enjoy food, but also classical music for the soul.

Statler, in turn, became the pioneer of the appearance of mirrors in rooms, telephones, additional lighting above the beds and at the door of the room, the presence of stationery and, most importantly, became the creator of uniforms for staff. An American fan of the hotel business, he knew a lot about service and therefore repeatedly exclaimed the phrase that is still famous today: “The customer is always right.”

Thus, the FIRST hotels went from a “tavern” to a FIRST-CLASS world-class hotel.

About how ancient history of hotel business, can be seen from a short quotation from the Gospel: “The time has come for her to give birth; and she gave birth to her firstborn Son, and wrapped Him in swaddling clothes and laid Him in a manger; there was no room for them in the inn.” It was then, more than 2000 years ago, in the East, in Ancient Rome and Ancient Greece that there already existed guest houses, in which envoys, government officials, traders and other travelers could receive free shelter and food during their trips.

From the Middle Ages to the Renaissance

In the Middle Ages, this tradition was picked up by monasteries, which were obliged by the church charter to provide free shelter and food to countless pilgrims traveling to holy places. And only in 1530, after the decree of the English king Henry VIII on the transfer of church property to secular property, began true story hotel business like independent hospitality industry receiving money for services provided. During the Renaissance, the history of the development of the hotel business experienced rapid rise. At this time, regular horse-drawn postal services appeared between major European cities and shopping centers - the prototype of public transport. At the intersections of the main routes and along postal routes, active construction of inns began, in which, in addition to traditional shelter, dinner and changing horses, warehouses, shops, shopping arcades and offices where traveling salesmen could conclude their deals appeared. In the 18th century in the history of the hotel business, for the first time the term "hotel" appeared. This is how in Paris they called houses with several floors, consisting of small separate apartments, which not only travelers, but also city residents could rent for any period of time. The idea and name appealed to American owners of inns and roadside taverns. Using the French word “Hotel”, enterprising Americans sought to emphasize the elitism of their establishment.

History of the hotel business in modern times

During the same period, the United States, thanks to the flows of emigrants rushing into the country, played a leading role in the history of the development of the hotel business, laying the foundation creation of large hotel corporations. In New York, at the turn of the century, the first City Hotel opened its doors to guests; in 1830, a luxurious luxury hotel, the Tremont, opened in Boston. Since then, prim Europe has been swept by the fashion for fashionable hotels, equipped with the most modern amenities for their time and being masterpieces of architecture. The rapid development of industry, maritime and railway transport has changed and appearance of hotel guests. Newly-minted millionaires and aristocrats flocked to travel around the world and to luxury resorts; the hospitality industry created the highest class comfort for their holidays. Managers from Switzerland and the New World, Caesar Ritz and Elsword Statler, made a huge contribution to the history of the development of the hotel business in Europe and the world. For the first time, expensive crystal chandeliers, telephones in the rooms, huge mirrors, sconces at the head of the beds appeared in their hotels, and live music began to play in restaurants. It was Statler who said the phrase “ The customer is always right", which became the main slogan of the service sector. Only after World War II did the first, but still thriving, chain of luxury hotels, Hilton, appear.

Hotel business in Russia

In Russia, the first inns appeared in the 12th-13th centuries, and in the 15th century, under the direction of the Yamsky Prikaz, postal pit stations began to be built, from which the domestic history of the hotel business began. As in Europe, Yamsky living rooms and inns They not only provided guests with overnight accommodation and a hearty dinner, but also served as a kind of shopping centers with warehouses, shopping arcades and premises for concluding commercial transactions. The rapid industrial 19th century and the expansion of trade relations with other countries, the growth of the population of large cities inspired a fresh stream of development Russian hospitality industry. If in early XIX century in capital Moscow there were only 7 hotels, then in St. Petersburg in 1900 about 230 hotels received guests, and in 1910 in the industrial, port and resort cities of the Russian Empire there were about 4,700 hotels owned by private owners. This number does not include many inns, lodging houses and taverns with rooms. After 1917 all hotels and hotels were nationalized, new ones were built in different cities, but then most of them were destroyed during the war. In 1960, only 1,480 hotels operated in all cities of the USSR; by the 1980 Olympic year, the country's hotel industry amounted to 7,000 hotels and inns accommodating up to 700 thousand guests. After the collapse of the USSR, the Russian history of the development of the hotel business entered a completely new orbit. The Iron Curtain collapsed and tourists, businessmen, students from near and far countries flocked to our country, and our fellow citizens also learned the beauty of travel. The domestic hospitality industry is now is developing in several directions: these include large chain facilities, original private hotels, apart-hotels in new modern residential complexes, apartments, and affordable hostels for young people and students. Hoteliers are confident that the crisis, which has slowed down the development of chains of large hotel complexes, is an excellent chance to replenish the Russian hotel industry with small and cozy mini-hotels and hostels, so popular in developed countries.

Modern tourism, and it is unthinkable without a developed hotel industry, is a highly profitable industry, comparable in terms of investment efficiency to the oil production and processing industries of the economic complex. In the field of tourism, the interests of culture and transport, security and international relations, ecology and employment, the hotel business and the resort complex are closely intertwined. Thus, betting on the development of tourism, and with it the hotel industry, is beneficial to any region of the country.

A hotel is an enterprise created to provide the general population with basic (provision of rooms for temporary use), additional paid (services of catering establishments, rental, medical diagnostics, etc.) and free (calling an emergency doctor, providing boiling water, threads, needles, etc.) services in accordance with current legislation. Thus, a hotel enterprise is an independent economic entity that supplies its product (services) to the service market on the basis of freely developing demand for these services from their consumers (users).

The basic service, or accommodation service, is considered as a specific hotel product that is purchased by the hotel clientele through exchange transactions that do not imply ownership, but only access to it and its use at a certain time and place.

Each hotel contains a complex, a system of premises and services that provide reception and accommodation for clients (especially tourists), their food, leisure activities and consumer services. Therefore, when speaking about a hotel, hotel industry, we most often mean that we are talking about a hotel complex, which includes residential and office premises, utility systems, as well as the territory adjacent to hotel buildings and structures. All buildings of the hotel complex are organized in such a way as to make it easier to serve the clientele (consumers of services) and provide them with a variety of high-quality services. This cannot be achieved without trained and comprehensively trained service personnel, selected in accordance with the standards developed by the hotels.

According to the current civil legislation, a hotel enterprise is recognized as a legal entity only after state registration in the prescribed manner and must have certain inherent characteristics, without which it cannot not only be recognized as a legal entity, but also engage in production activities, namely:

Have separate property in your ownership, economic management or operational management;

To answer with your property for the obligations that the enterprise has in relations with creditors, including in the event of failure to fulfill obligations to the budget;

Act in production and economic activities in the process of providing hotel services on its own behalf, i.e., enter into all types of civil contracts with business partners, consumers of the hotel product, suppliers of all factors of production (raw materials, materials, fuel, energy, components and etc.), with citizens and other legal entities and individuals;

Be a plaintiff, bring claims to the guilty party, and also be a defendant in court (arbitration court) in case of failure to fulfill obligations in accordance with current legislation and contracts;

Have an independent balance sheet or estimate, correctly keep records of costs for the production and sale of services, provide timely government bodies reporting;

Have its own name containing an indication of its organizational and legal form.

According to the Civil Code of the Russian Federation, from January 1, 1995, can be created (formed) legal entities as commercial organizations only in the following organizational and legal forms:

State enterprises;

Municipal unitary enterprises;

Individual (family) private enterprises;

Production cooperatives;

General partnerships;

Mixed partnerships;

Limited Liability Partnerships;

Joint stock companies of open (closed) type.

The quantitative growth of hotel chains, their mergers and consolidations create the erroneous opinion of a decrease in the variety of offers and recreation. However, in practice, the opposite trend is observed: the spread of chains (due to some impersonality and standardization of service) cannot satisfy all the various requirements of tourists, which prepares the ground for the development of small independent hotels that rely on uniqueness and originality. Experts considered these hotels to be the prototypes of hotels of the 21st century: comfortable, built in a rural style and offering services at a reasonable price, having everything necessary for work and leisure, without a restaurant (it is assumed that the restaurant is nearby), where clients can receive exquisite personalized service. It is the uniqueness of a small hotel that is the main instrument of market policy.

As practice shows, most small hotels are independent hotels that are in the free possession, disposal and use of the owner, who receives profit from such property. The presence of contractual obligations with other companies in matters of management and use of someone else's service mark does not entail a change in the status of the enterprise as independent in relation to other subjects of market relations.

Over the past few years, small hotels have become a leader in specialized programs and market research. What is this category of hotels and what is the reason for their popularity? To date, there are no strictly defined international or national standards classifying accommodation facilities by their volume. In practice, hotels are divided into four large categories: small hotels (up to 150 rooms), medium hotels (from 151 to 300 rooms), large hotels (from 301 to 600 rooms) and giant hotels (over 600 rooms). It should be noted that depending on the country, the numbers in brackets may vary significantly. Europe, with its tight borders and modest size, is a stark contrast to the megalomania of the United States, where no one will be surprised by the hotels with several thousand rooms crowded on the coast of Miami, Florida or Las Vegas.

A European small hotel, as a rule, has no more than 50 rooms, while its American counterpart with 150 rooms is also considered a very small establishment. In this regard, Russia is closer to Europe, although our country has also suffered from gigantomania in a pronounced form. According to the most general definition, a small hotel in Russia is an enterprise of a hotel complex where from one to fifty rooms are provided to the consumer.

But, although small hotels are the subject of numerous studies, their status still remains uncertain. Firstly, there is no consensus on what a small hotel is, and secondly, in terms of logistics, range of services and quality of service, a small hotel very often does not “fit” into the classification of hotels. For example, a small hotel with 15 rooms in a separate small building, even if it fully satisfies all the requirements for a four-star hotel in terms of technical equipment and comfort, will never be officially classified as four stars if it does not have a hairdresser, a business center and a meeting room. cultural events (which her 15 clients are unlikely to need). And hotels located on one floor in a multi-story building are not at all provided for by the State Standard, since one of the mandatory requirements for the technical equipment of a hotel is the presence of a guest elevator.

Interest in small forms of hotel business organization is manifested not only in Russia. It is determined by changes in the behavior of the main consumers of hotel services, which, as we know, are tourists. Small hotels are easier to adapt to each client, creating an atmosphere of “home away from home”, which does not exclude the introduction of national flavor into the life of guests. This allows these forms of hotel business to gain a strong position in the market different countries, including in Russia. Thus, the emergence of small hotels is a response to the demand that has arisen among tourists for small forms and home comfort.

A distinctive feature and competitive advantage of any small hotel is an individual attitude towards each client. In huge hotels, customer service is streamlined. But not everyone likes it. Many people want to stay in a place where they can feel at home.

The main clients of small hotels are middle-class businessmen, whose stay in the city does not require the ambiance of prestigious international chains. Typically, these clients want moderate comfort, good food, cleanliness and safety, all of which they find in small hotels. Added to this are reasonable prices and a special atmosphere of comfort, which is difficult to create in hotel giants. Small hotels have one more advantage over large hotels: tourists and businessmen really appreciate it when hotels are located not on the outskirts of the city, but closer to architectural monuments, administrative and business centers. It is easiest to build small hotels in such places - they can be built “spot” on small plots of land, or old mansions can be converted into them.

Requirements for the comfort and attractiveness of a small hotel:

The hotel building must organically fit into environment without disturbing the features of the urban, rural or natural landscape.

The design of the building must take into account natural and climatic factors: air temperature and humidity, proximity to the sea and other bodies of water, wind speed and direction and other factors.

The layout of the hotel building should ensure economical operation with a rational combination of current and one-time costs.

The capacity and number of floors of a hotel building should depend on the purpose and mode of operation - year-round or seasonal.

The hotel interior should be comfortable and have aesthetic expressiveness.

The layout of hotels must take into account the needs of people with disabilities, provide for them specially equipped rooms, stairs, toilets, and bathrooms.

Hotel services must be equipped automated systems booking and reservation of tickets, computer management systems. Customer safety must be ensured through various systems surveillance, in-room electronic safes, electronic locks and other security measures.

Small hotels operate in the same price range as medium and large hotels. Prices are dictated by the market, which is the same for both kids and giants. Prices depend only on the class of mini-hotels. However, a small number of rooms encourages small hotel owners to maximize the average sales price. However, this does not always contribute to business development. Indeed, in the hotel business it is very important to maintain the balance between cost and quality of service.