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Organization of additional hotel services. Basic and additional services in hotels

Organization of additional hotel services. Basic and additional services in hotels

15.10.2019

The history of the emergence of additional hotel services has its roots in ancient times. With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still going on.

The development of a system of additional services has contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income.

Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The services that are provided to the guest are largely determined by the

how much the hotel will have a permanent income and, accordingly, the possibility of expanding the hotel business.

A service is any activity that one party (the hospitality) can offer to another (the customer), an intangible act that does not result in ownership of anything. Its representation may be associated with a material product. Services provided in hotels are basic and additional. Basic services include accommodation and meals. The range of additional services varies depending on the "star" hotels.

The main services include services: accommodation and meals in accordance with the "Rules for the provision of hotel services". Approved by Decree of the Government of the Russian Federation of April 25, 1997 N 490 (as amended on October 2, 1999, September 15, 2000, February 1, 2005)

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);

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 service repair and shoe shine;

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 of watches, household appliances, radio equipment;

Services of a hairdressing salon, manicure and massage rooms and other household services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Other services.

How to use all these services in the room? For example, using a mini-bar with everything is easy. But first you need to study the prices - maybe after that you will not want to open it at all. But even if you just want to get in there out of curiosity, no matter how the mini-bar looks like - electronic, with a lock (the key usually lies nearby), sealed with a piece of paper (so if you open it, it will be immediately noticeable), no financial ruin for you it does not threaten - they do not take money for viewing. If you are able to move around, it is easier to go down (up) to the bar. All the same drinks, but cheaper, you will be offered there. And there is more choice in the bar. After all, only "essential" drinks are concentrated in the mini-bar: mineral water, juice, cola gin, vodka, cognac, martini or campari, beer, whiskey, champagne, etc. As a snack for all drinks - a couple of bags of nuts .

The minibar can be used as an overnight refrigerator by unloading the contents and filling it with your own beer (juice).

Night because if during the day the maid finds that some bottles have been taken out of it, even if they are neatly lined up in front of the bar, then everything temporarily seized will be taken on a pencil. And then, during discharge and the accompanying calculation, it will be useless to argue and prove that you did not "bite". No refund will be taken into account. For the same reason, it is impossible, after drinking a can of cola in the morning, to replace it in the evening with exactly the same one brought from the store.

It is believed that the hotel itself is able to replenish expendable supplies and does not need the services of residents. And indeed, exactly the containers that you emptied during the day, you will again find full the next morning, returning from breakfast.

Urgent laundry and dry cleaning, repair and ironing of personal belongings, for this purpose in the room in the advertising folder there are order forms for washing and cleaning clothes. There are also reminders on how to hand over clothes for washing: if a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about it). This service can be provided at the hotel, where there is a laundry.

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.

Many hotels have shoe repair shops. In the halls of high-class hotels there are shoe-shine machines. The rooms have brushes for cleaning shoes and clothes.

To store things and valuables, the hotels provide left-luggage offices and safes in the rooms or at the reception.

The hotel organizes unloading, loading and delivery of luggage to the room by messengers, who are paid with a tip.

The tip also pays for food delivery to the room.

For a fee, the hotel can rent a TV set, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, film, and photographic equipment; photographic works.

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. All work on the organization of services should be well thought out and organized.

Some hotels have safes in their rooms. The safe can be electronic, or it can be mechanical: either with a combination lock or lockable with a key. Paid safe or not, you need to find out in the reception and accommodation service. There is no general rule related to the category of the hotel in this matter. Mostly paid, sometimes not, at the discretion of the directorate. This is either a room like the one in which valuables are stored in a bank, then the client is given a key and is allowed into this room, or a sealed box, which is taken out to the client upon presentation of a receipt or a key to it. Moreover, if you keep money in such a box, then they are invested in a special envelope on which you sign. It is strongly not recommended to forget the code and lose the key. If the safe has to be cracked, then nothing will be taken from you for the services of the hotel "bear cub", but they may be asked to pay the cost of the safe itself.

When providing any services, the staff must show tact and correctness. When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, residents are asked to fill out small questionnaires upon departure. Completed questionnaires are usually handed over with the keys to the reception and accommodation service, and then they are studied in the marketing and advertising service. The hotel administration analyzes the shortcomings identified in the work of individual services, and takes measures to eliminate them.

Household service is aimed at meeting the needs of guests that have arisen during their stay at the hotel. The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

Service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important. The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply, the hotel offers new services that it can provide, and the guest chooses. But you can not impose services. In accordance with the Rules for the provision of hotel services in the Russian Federation, the contractor is not entitled to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for by the contract. It is also prohibited to condition the performance of certain services on the mandatory provision of other services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.

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

Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The favorable development of this area of the hotel's activity is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily work of the hotel, and competent management of this area of work. It is noteworthy that financial issues in the organization and development of additional services are far from always in the foreground. In the system of additional services, as in no other part of the hotel business, non-standard approaches to solving many issues are in demand. This gives the hotel, though small, but a real opportunity to stand out from the competition.

The development of a system of additional services is also possible outside the walls of the hotel enterprise, in connection with which many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components of the hotel industry. The solution of such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of an appropriate urban infrastructure, can and should be carried out by some external force, and the state fits this role perfectly.

It turns out that the development of additional services should not be an end in itself, their role is secondary and clearly limited. They really represent something that complements the "main course" - the provision of hotel services proper.

Under certain initial conditions and the correct organization of the process, additional services are a serious help in the work of a hotel enterprise. The development of additional services allows not only to expand the list of offers for hotel customers, but also to attract residents of the city to visit the hotel complex. Nowadays, it is no longer enough for a hotel to provide a client with a regular room with breakfast. The demands of guests are getting higher, and in order to satisfy them, hotel enterprises have to come up with a lot of additional services.

The main ones are the organization of various conferences, symposiums and trainings for personnel on its basis. Service of corporate business tourists can bring up to 40-50% of income. True, for this it is necessary to have suitable areas and equipment.

Those hotels that do not have this, have to be content with the organization of various holiday programs, which also bring a lot of profit.

Services that bring additional income to hotels are very diverse. Travelers spoiled by modern comfort can no longer imagine rooms without a hair dryer or an outlet for connecting a laptop. But this is no longer enough for guests. Hotel complexes go to unprecedented tricks to attract tourists.

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

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

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

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

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

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

Let's consider the main ones.

Domestic services:

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

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

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

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

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

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

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

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

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

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

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

Business Services. Business center services:

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

Service bureau services include:

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

Sports and fitness services:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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).

There are different concepts of service. 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 drinks, serve 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, the attractiveness of the environment, the development of the country's or city's infrastructure depend on it;

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, catering services. 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.

The main subject of the hotel business is, of course, the hotel room. Hotel services is a special hotel product that can be purchased through exchange deals. 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 business conditions 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

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

Depending on the category, the hotel company is obliged to provide a number of additional services. However, in reality, modern hotels are enterprises that produce and sell a wide variety of services. The main advantage of the hotel is achieved when it effectively uses the number of rooms and offers such a set of additional services that takes into account both the needs of residents and clients "from the street".

PURPOSE: to identify the segment of additional services and determine the target audience using additional services

identify the most important services for hotels;

Compile a list of additional services to be introduced;

Analyze services in four and five star hotels;

Identify the requirements of the target segment for the development of additional services;

Make arrangements for the organization of additional services.

SUBJECT OF RESEARCH: identification of the requirements of the target segment for the development of additional services.

THE OBJECT OF THE RESEARCH is a hotel on the example of which a comparative analysis was carried out.

RELEVANCE in this topic is due to the fact that additional services make up the third part of the profitability in the hotel, after the income from the room stock and catering services and are competitive for hotels.

The expansion of the range of additional services develops, supplements and corrects the promising directions for the development of a hotel enterprise, taking into account the specific situation. The development of new services is a necessary condition for the progressive development of any hotel enterprise.

The most significant factor for hotels today is the expansion of the existing range of additional services, the presence of which demonstrates the progressive nature of the development of the hotel enterprise.

The relevance of the research topic is due to the fact that one of the main conditions for the successful development of hospitality industry enterprises is the availability of a wide range of additional services. That is why, firstly, there is a need to expand the existing spectrum, and secondly, to adapt it to the segment of consumers to which the enterprise is oriented. Thus, the growth of efficiency and the creation of favorable conditions for the development of the hotel business is possible only if there is a well-established technology for the creation and implementation of additional services.

THE ROLE OF ADDITIONAL SERVICES IN THE HOTEL. MAIN TYPES

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, the level of comfort and other reasons. Most often, hotels offer their guests to use the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, juice bar), grocery and souvenir shops, vending machines.

You can spend your free time and relax at a disco, in a casino, a nightclub, a slot machine hall, a video game hall, a billiard room and a bowling alley. For 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 species sports.

You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), a travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: meeting room, concert hall, business centers, copier, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.

The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.

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

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

Shops (souvenir, grocery), vending machines;

Entertainment infrastructure (disco, casino, 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 of watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);

Beauty salon services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Other services.

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

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you can not impose services. In accordance with the "Rules for the provision of hotel services in the Russian Federation", the contractor is not entitled to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for by the contract. It is also prohibited to condition the performance of certain services on the mandatory provision of other services.

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

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

Booking Services

Hotel booking services are spread all over the world and provide all the necessary hotel services for a comfortable pastime of tourists and businessmen in another city. Day hotel booking is quite a demanded service. When booking a hotel through a booking organization, the client solves several problems at once. Firstly, you do not need to independently look for free rooms in hotels. This work will be done for you by the operators of the booking service. Secondly, hotel reservations are guaranteed, and the client can be sure that the room will be prepared for his arrival. Thirdly, in addition to booking a hotel, you can order a number of related services.

Registration, applications and reservations in hotels are made by phone or on the website of the reservation service. You can also send the application by e-mail. The application for booking hotels of the client does not oblige to anything, since by ordering a room in advance, you can pay for it a few days before departure or cancel the reservation. In order to book a hotel room, the client needs to decide in which category of hotels he would like to stay. In addition, the booking request shall indicate the last name, first name and patronymic of the customer, and his contact details. If the customer has wishes for additional services, comments on the choice of hotel, etc., then this must also be indicated. Also, when booking a hotel, you must definitely specify - the price of the room offered to you is indicated including breakfast and other meals, or it is paid separately.

According to existing rules, confirmation of a hotel room reservation by a service or reservation center occurs on the day the application is received from the client, but no later than 24 hours later. The booking number must be indicated on the booking confirmation. If it is impossible to confirm a hotel reservation that meets the conditions of the client's order, he is offered other accommodation options. When booking a hotel, you need to know that the checkout time for the start of service in each hotel is set independently and must be specified when booking a room. Estimated end time of service in hotels is 12 noon. Departure later than the checkout time is paid, as a rule, additionally.

There are rules for canceling reservations in hotel reservation services. They may vary depending on the requirements of the hotels. According to the existing rules, in order to change the reservation, or cancel it, you must inform the reservation service about it no later than three days before the date of the expected arrival. In case of no-show or late cancellation (less than 24 hours before arrival), the client is charged a fine (according to the world practice of hotel booking) in the amount of the cost of one day's stay at the hotel. Booking can be made both for cash and non-cash payment. Clients of booking services are also provided with information about discounts, special offers and various promotions taking place in hotels.

For example, many booking services provide their customers with discounts of 1 to 5 percent when booking a hotel online on a booking service website.

It is also practiced to provide booking services for the sale of proposals for the so-called "burning" rooms in hotels of various price categories, as well as offering rooms during periods of high hotel occupancy, when there is the greatest probability of lack of places.

Disputes may arise between the client and the hotel reservation service. Such issues are settled in accordance with the legislation of the Russian Federation.

For example, the client may not use the provided service in full in case of early termination of the use of services. That is, in the case when the client has booked a certain number of days and paid for his hotel accommodation, but for some reason is forced to interrupt his stay at the hotel ahead of time. In this case, at the written request of the client, the hotel reservation service can return to him the amount of the cost of accommodation and meals in the hotel for the unused number of days. All customer claims against the hotel reservation service must be made in writing no later than 20 days after the termination of the use of hotel services. Before using the services of services and hotel reservation centers, you must carefully read the information on the websites of these companies.

Before making a direct hotel reservation, the client must read the information on the conditions of booking and cancellation of the order.

Contacting services and centers that are professionally engaged in booking hotels will help save not only time and money for the client, but also relieve unnecessary fuss and uncertainty.

Booking conditions are different in different hotels. In order to avoid misunderstandings, customers should explain these conditions in detail when contacting the hotel.

The process of processing a letter of application for accommodation and issuing a booking confirmation is as follows:

Upon receipt of the letter of request for accommodation, the reservation department employee fills out the appropriate form or enters the most important data from the letter of request for accommodation in the room reservation log. Then he registers the application in the hotel's electronic booking system and assigns a serial number to it. All reservations must be entered into the computer system within 1-2 hours. Based on the information entered, a prospective hotel load schedule is formed.

When registering a booking request, special attention should be paid to the type of booking and the form of payment. For a guaranteed booking, the application must contain the details of payment documents that guarantee receipt of payment for the room in the event of a guest's no-show or late cancellation of the booking by the client. The more information is entered into the electronic booking system, the better and faster the process of check-in and check-out of clients will be.

An employee of the reservation department prepares a booking confirmation, where all the necessary data are entered. The confirmation number will be the same number under which the placement request was registered. As a rule, hotels already have booking confirmation forms. They can be both forms already included in the electronic booking system, and forms printed in a typographical way. Booking confirmation must be made in the same language in which the accommodation request was made. The text of the booking confirmation largely depends on the type of booking.

For guaranteed reservations, the guest's waiting period is indicated, after which penalties apply in case of late cancellation of the accommodation order or non-arrival at the hotel. For non-guaranteed reservations, the time until which the guest can expect to receive the booked room is indicated. As a rule, the text of the booking confirmation begins with a thank you for choosing this hotel.

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Introduction

Chapter 1. Provision of additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Ancillary Services

1.4 Additional catering services

1.5. Main trends in the field of additional services

Chapter 2. Provision of additional services in the sanatorium "Sayany"

2.1 Description of the resort where the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the sanatorium "Sayany"

Conclusion

Bibliography

Application

Introduction

Relevanceresearch- a 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 cannot do without shops and souvenir stalls, 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, in modern hotels there are gyms and fitness clubs, beauty salons, billiard rooms, slot machines and casinos, etc.

In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important. hotel additional service

Remaining the main one, the accommodation service is taken for granted by the guests, and it is the additional services that distinguish this hotel from a number of others that cause increased interest.

Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.

TargetYuresearch- is the consideration of a complex of additional and related services of the hotel.

Tasksresearch:

1. Give a theoretical definition of additional services;

2. To analyze the approaches of modern theories and concepts to the analysis of the development processes of modern systems and methods of managing additional services in the hotel industry;

3. Give a generalized description and identify the main features of the additional services of the hotel industry that arise at the present stage of its development;

4. Identify factors that ensure the competitiveness of the hotel;

5. Evaluate the effectiveness of additional services in the hotel;

6. Develop proposals on the use of more effective methods of additional services for the hotel industry and improvement of the mechanism for supporting domestic enterprises in the provision of these services.

An objectresearch- Additional services.

Subjectresearch- is the sanatorium "Sayan".

Chapter1. Providingadditionalservices

1.1 conceptadditionalservicesVhotels

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra.

To implement the process of serving tourists in a hotel, a minimum set of the following basic services should be provided to ensure the provision of basic hotel services:

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.

There are more than 30 different hotel classification systems in the world. Each country has its own national standards. The most common classification system is the "star" system, which includes five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It defines the requirements for hotels of a particular category.

1. 2 Kindsadditionalservices

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. Baylik: "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 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 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);

Reservation of a table in the hotel cafe;

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

Shoe cleaning machine.

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);

Rent of a negotiation room;

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;

organization of ticket sales for all types of transport;

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

ordering vehicles at the request of guests;

calling a taxi;

· car rental;

ordering places in the restaurants of the city;

purchase and delivery of flowers;

sale of souvenirs, postcards and other printed materials;

· Shoe repair;

repair and ironing of clothes;

Laundry and dry cleaning of clothes;

Use of the sauna

hairdressing services;

services of buffets, bars and restaurants;

· rental of a conference hall, negotiation halls;

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.

1.3 Serviceprovidingadditionalservices

Each of the hotel staff contributes to creating a good impression of the hotel for the guest. Therefore, when talking on the phone, communicating in person or in writing, hotel workers are required to behave "in style" with both guests and colleagues. The idea of "style" is carried out due to the observance of the following rules.

Additional services are an integral part of the hotel. By the range of these services, you can see what type the hotel belongs to. When providing services, not only their quantity is important, but also their quality.

The most common additional services: excursion service; ordering services of guides - translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, concerts, etc.; ordering vehicles at the request of guests; taxi call; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; Shoe repair; repair and ironing of clothes; laundry and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference hall, meeting rooms; business center services.

1 . 4 Additionalservicesfood

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 such catering establishments as restaurants are established in the Decree of the Government of the Russian Federation dated August 15, 1997 No. 1036 “On Approval of the Rules for the Provision of Catering Services”.

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

1.5 MaintrendsVsphereadditionalservices

This gives the hotel, though small, but a real opportunity to stand out from the competition.

The solution of such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of an appropriate urban infrastructure, can and should be carried out by some external force, and the state fits this role perfectly.

Those hotels that do not have this, have to be content with the organization of various holiday programs, which also bring a lot of profit.

Services that bring additional income to hotels are very diverse.

The system of additional services, unlike other parts of the hotel business, requires non-standard approaches to solving many issues. Proper organization of the process of implementation and provision of additional services makes it possible to expand the list of offers for hotel customers and attract additional categories of consumers. The largest additional income for hotels at the moment comes from the organization of congress centers, attracting business clients who have significant funds. The history of the emergence of additional hotel services has its roots in ancient times.

Conclusion: With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still going on. The development of a system of additional services has contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income.

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayans»

2. 1 Descriptionresort,Vwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia Tunkinsky district of the village of Arshan, which is a resort. Resort "Arshan" - a unique healing area, which for many years gives health to the inhabitants of Buryatia, is a branch of a sanatorium-resort institution, in close cooperation with another branch - the resort "Goryachinsk".

In the middle of the 19th century, the magical spring "Arshan" was discovered in Tunka. Water had a miraculous property to heal local residents from many diseases. It is with the discovery of this source that the history of the modern Arshan resort is closely connected. The first official information about the discovery of a healing spring is associated with the name of a local hunter Terenty Chemezov. The discovery of Chemezov interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University "... de in the area of the Koimorsky foreign government in the Tunkinsky department of the Irkutsk province, I found an acid-soda-iron source." In 1898 Ya.A. Chistokhin filed a petition to allocate to his use for 24 years a source at the top of the Kyngyrga River. The request of the priest was granted for the arrangement of a medical resort. On the Kyngyrga River near Arshan, the construction of country houses for the delivery of people coming for treatment begins. The following data on the number of people resting here were recorded: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Prior to Soviet rule, the Arshan Springs were under the jurisdiction of the Irkutsk State Property Administration, were exploited by private individuals and did not receive much development. In this state, "Arshan" was before the October Revolution. March 20, 1919 by decree of the Council of People's Commissars signed by V.I. Lenin's medical area was nationalized.

The main healing factor of the resort in those years was the cold carbonic waters used both for drinking and for bathing.

From 1925 to 1952, the chief doctors and directors were involved in the management and development of the Arshan resort: M.S. Malinovsky, A.I. Kazantsev, A.K. Aborin, S.K. Fedorovtsev, M.I. Zvonarev, N.M. Shakhnin, P.S. Mezhevov, H.G. Khakhalov, V. Dudin, P.T. Yazhinov.

From 1952 to 1958 the resort was headed by the honored doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968 the resort was headed by the chief physicians Valentina Alexandrovna Lisina, Valentin Ivanovich Chernykh.

In 1971, the resort "Arshan" was given the status of a resort of federal significance. From 1969 to 1997, the resort was headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat ASSR.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, who was awarded the badges "Excellent worker in healthcare of the Ust-Orda Buryat Autonomous Okrug", "Excellent worker in healthcare of the Republic of Sakha (Yakutia)", the medal "Laureate of the All-Russian Exhibition Center". The resort complex "Arshan" is currently a large modern multidisciplinary climate and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

Indications for treatment at the resort "Arshan": diseases of the digestive system, diseases of the circulatory system, respiratory diseases (chronic bronchitis, tracheobronchitis, bronchial asthma with unclean and mild attacks), diseases of the urinary system (chronic pyelonephritis, urolithiasis, cystitis), metabolic diseases substances and diseases of the endocrine system (obesity, diabetes mellitus).

In the structure of the resort, the sanatoriums Arshan, Sayany, the children's sanatorium and health camp Edelweiss work all year round, there are also: the department "Mother and Child" for 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and rehabilitation treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), unloading and dietary therapy (RDT) is used in the practice of doctor A.D. Shagdurova, a new medical technology is being introduced - Endoecological rehabilitation according to the method of Professor Yu.I. Levin.

2.2 Sanatorium"Sayans"

Sanatorium "Sayany" of the resort "Arshan" is a unique center for recreation and treatment of people of all ages. It is located one kilometer from the sanatorium "Arshan", on the land of the ancient Tunka, known for its expanse valleys, mountain ranges of the Eastern Sayan Mountains. Through the rocks and canyons, the Kyngarga River makes its way with silvery waterfalls. Kyngarga waterfalls are a truly breathtaking sight, a stunning natural phenomenon. And as a worthy completion of the splendor of the Tunkinsky nature - healing mineral springs "Arshan", a true treasure of the resort. The springs are located on the territory of the resort.

Sanatorium "Sayany" is a modern five-story stone building with a warm two-story transition to other blocks and services. Buildings that house a dining room with a banquet hall, a clinic, a drinking pump room, a bathroom, a swimming pool, as well as a cinema and concert hall and a dance hall. The health resort can simultaneously accept 422 people for treatment. Near the building of the sanatorium "Sayany" there are two more two-story buildings No. 8, No. 9 with a total area of 10781 sq. m.

Vacationers are accommodated in comfortable standard single and double rooms, as well as in "junior suites" and apartments. Each room has a bathroom with shower or bath, TV, refrigerator, satellite TV, hot and cold water. The rooms are heated from the boiler room of the sanatorium.

The main therapeutic factors used in the sanatorium are carbonic, low-mineralized, siliceous, sulphate-bicarbonate-magnesium-calcium slightly acidic mineral waters of three varieties: thermal, warm, cold, intended both for drinking and for external use, healing freshwater medium sulfide silt mud of Tsagan-Nur lake.

The life-giving power of mineral water successfully cures many diseases of the digestive, circulatory, respiratory, urinary systems, as well as metabolic disorders, functional disorders of the nervous system.

With special care in the sanatorium, patients of the rehabilitation department are treated, where they are treated after undergoing surgical operations for gastric ulcer, duodenal ulcer, removal of the gallbladder. Since 2006, patients with diabetes mellitus, pregnant women of risk groups who have been operated on for pancreatitis have been recovering here.

The departments "Adult with a child", unloading and dietary therapy (therapeutic starvation) are popular.

Long-term cooperation with the Tomsk Research Institute of Balneology and Physiotherapy and the Irkutsk State Medical University allows the sanatorium to consistently improve and develop new methods for treating patients with specialized diseases.

Since 2005, the Sayany sanatorium has been fulfilling an important task of the Social Insurance Fund of the Russian Federation - to accept citizens of privileged categories for treatment, in accordance with Federal Law No. 122 of 08.22.2004. Over 6 thousand beneficiaries from Buryatia, Kuzbass, Altai, Zabaikalsky Krai underwent a course of health-improving treatment , Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayans»

Sanatorium "Sayany" has a developed infrastructure for excellent recreation and entertainment for every taste: a swimming pool with a track length of 24 m is open all year round, a beauty parlor, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, children's play salon, sports grounds, cafe "Altan Serge", rental of sports and tourist equipment is organized, theme evenings, discos are held. The beautifully designed concert hall often hosts local bands. Excursions are organized for vacationers in the picturesque surroundings of the resort - to the craters of extinct volcanoes, to the active datsan, to waterfalls, all kinds of entertainment and sports events are held.

Additional medical services are provided by: preventive treatment and prosthetics of teeth, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty parlor, oxygen cocktail, underwater massage shower, autogravitational traction of the spine, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, colon monitor cleaning room, electrocardiography room, physio room. In the sanatorium "Sayany" qualified doctors, specialists who will help to conduct the necessary examination, prescribe treatment, and consult. A beneficial effect on treatment is provided by classes in health groups, in gyms, dosed walking along forest health paths (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win in the difficult competition in the accommodation market.

As a result of the presence of a complex of natural healing factors and highly qualified specialists, the effectiveness of treatment at the Arshan resort is high and amounts to 95% or more, depending on the initial state of the body and the nature and severity of the disease.

Conclusion

Result: As a result of the work done, I understood in detail the various types of additional services, as well as the ways of their provision, I learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

Conclusion: Service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important.

A high level of service helps the hotel to establish itself in the tourist services market from the best side and attract more customers.

The hotel is an enterprise designed to provide people who are away from home with accommodation, meals and various additional services.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, their location and intended purpose, the level of comfort and other reasons. Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income. Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The current trend in the development of the hotel business is such that accommodation companies diversify their product, trying to offer the maximum number of additional services.

If earlier the presence of a large number of additional services testified to the "star" of the hotel, now additional services are the "face" of the accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. Remaining basic, the accommodation service is taken for granted by the guests. Increased interest is caused by services that distinguish this hotel from a number of others. In most cases, these services are additional.

Listusedliterature

1. Bailik S.I. Hotel economy: organization, management, service / S.I. Bailik. - Kyiv: Alterpress, 2002.

2. Bondarenko G.A. Hotel and restaurant management. - M.: New knowledge, 2001.

3. Brimer R.A. Fundamentals of management in the hospitality industry / Per. from English. - M.: Aspect-Press, 2003. - 254 p.

4. Brashnov D.G. Hotel service and tourism. - M.: Alfa-M, 2011

5. Wagen L. Hotel business: Textbook. - Rostov-on-Don: Phoenix, 2006.- 471 p.

6. Glebov A. Competitiveness/A. Glebov//Marketing. - 2005. - P.11.

7. Hotel business. S. Medlick, H. Ingram. Ed. Unity-Dana. Moscow 2005.- 361 p.

8. Gracheva O.Yu. Organization of tourism business: technology for creating a tourist product: a training manual. - M.: Dashkov and Co., 2010.

9. http:// Russia-smolensk.ru

10. http:// hotel-new.ru

Application№1

Table№1

	Briefdescriptionnumbers
Apartment for 4 persons (2 main places, 2 additional places)	Isolated room of 3 rooms. In one bedroom there are two 1-sleeping beds, in the second bedroom there is 1 family bed. TV, microwave oven, iron, electric kettle, refrigerator, full* bathroom in the room.
Junior suite double	Isolated room of 2 rooms. 1 family bed or two single beds. TV, electric kettle, iron, refrigerator. Full bathroom in the room.
double room with shower	Isolated 1-room suite with 1 family bed. TV, refrigerator, electric kettle, full bathroom in the room.
2-seater in section	1-room suite in a section of two 2-bed rooms. The room has two single beds. Full bathroom per section. Refrigerator per section.
double without shower	Isolated 1-room suite with two single beds. TV, refrigerator, incomplete** bathroom in the room.
1-seater in the section	1-room suite in a section of two 1-bed rooms. The room has 1 double bed, armchair, TV, refrigerator, electric kettle. Full bathroom per section.

Application№2

Table№2

	Accommodation1day	voucher(accommodation + customized meals + complex spa treatment) 1 day	voucher10 days	voucher12 days	kursovka (accommodation + custom 1 day	voucherchildren's from4 before14 years(accommodation + customized meals + complex sanatorium-resort 1 day
Suite 4-bed (2 main places, 2 extra places)
Junior suite double
double room with shower 239, 240
2-seater in section 4 pers.
double without shower
1-seater in section 2 pers.
single with shower 219 additional place
voucherV SECTIONRDT sanatorium "Sayany" (2-bed in the section)	1 day	7 days	10 days	12 days	15 days
Total:

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Organization of additional hotel services. Basic and additional services in hotels

INTRODUCTION

THE ROLE OF ADDITIONAL SERVICES IN THE HOTEL. MAIN TYPES

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