The role of additional services in the hotel. main types

A hotel is an enterprise intended for temporary residence, it is a property complex (building, part of a building, equipment and other property) intended for the provision of services;

Consumer - a citizen who intends to order or order and use services exclusively for personal (domestic) needs;

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

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

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

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

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

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

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

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

Range and quality of services;

Service level.

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

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

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

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

Call an ambulance;

Use of a medical kit;

Delivery to the number of correspondence upon receipt;

Wake up at a certain time;

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

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

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

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

Shops (souvenir, grocery), vending machines;

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

Excursion service, services of guides-translators;

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

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

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed matter;

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

Beauty salon services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Other services.

Hotel Services

Basic services of hotel enterprises

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

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

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

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

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

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

Depending on how they are designed and combined into a single complex, a certain type of enterprise is formed, such as a luxury hotel, a middle class hotel, an apartment hotel, an economy class hotel, a resort hotel, a motel, a private hotel of the overnight and breakfast”, hotel-garni, boarding house, gostiny dvor, rotel, botel, flotel, flaitel. Services provided in hotels are divided into basic and additional. They can be free and paid.

The main services include services: accommodation and meals in accordance with the "Rules for the provision of hotel services".

Accommodation services

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

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

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

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

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

Condition of furniture, inventory, sanitary and hygienic items;

Availability and condition of catering establishments;

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

Information support technical equipment;

Ensuring the provision of additional services.

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

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

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

Large - over 400 beds (over 300 rooms).

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

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

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

Business hotels serving persons on business trips;

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

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

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

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

6. Nutrition:

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

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

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

Hotels offering accommodation and breakfast only.

7. Length of stay:

Hotels for long stay guests;

Hotels for short stays.

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

Budget (25-35 USD);

Economical (35-55 USD);

Medium (55-95 USD);

First-class (95-195 USD);

Apartment (65-125 c.u.);

Fashionable (125-425 USD).

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

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

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

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

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

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

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

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

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

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

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

An urban transit hotel with a short average stay requires a slightly different approach than a resort hotel where guests are accommodated for longer stays, such as one or two weeks. There is also a relationship between prices, the range and quality of facilities and services provided, and the way they are organized.

Catering service

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

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

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

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

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

Luxury class;

Top class;

First grade.

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

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

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

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

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 in 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).

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

You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), 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, night club, slot machine hall, billiard room);

excursion service, services of guides-translators;

organizing the sale of tickets to theaters, circuses, 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 belongings and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);

beauty salon services;

sauna, bath, swimming pools, gym;

rent of negotiation halls, conference hall;

business center services;

other services

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.

It is necessary to highlight the aspect of organizing breakfast at the hotel. In order to provide guests with a full-fledged hot breakfast, it is necessary to have an equipped room for its preparation and serving in accordance with the "Rules for the provision of catering services" and meeting sanitary, fire, epidemiological and other rules.

In most small hotels it is impossible to organize such a room, but this is not a reason to be upset and give up. The way out of this situation is as follows. You can provide guests with a breakfast that consists of products that do not require cooking. That is, it can be cuts (cheese, sausage), muesli, yogurt, muffins, etc.

Alternatively, you can conclude an agreement with a catering company that will deliver hot breakfasts every morning and the hotel service will be at the highest level thanks to this.

Breakfast types:

CBF - Continental Breakfast (Continental Breakfast). Continental breakfast or CBF for short. This is the most modest type of breakfast. Most often served in European 2*-5* hotels, it can sometimes be found in lower category hotels (2*-3*) in other parts of the world. Breakfast consists of tea, coffee, a bun, butter, cottage cheese, an egg, you can also be offered fruit or yogurt.

ABF - American Breakfast (American Breakfast). American breakfast. Fans of a heartier breakfast than CBF should choose this type. In addition to everything that will be offered to you with a continental breakfast, various sausages, hams, cheeses, and vegetable salads will be added to the American breakfast. This type is most common in America and Western Europe.

BBF - Buffet Breakfast (Buffet). The most common and popular type of breakfast. Quite often you can find the universal designation of this type - BB. "Buffet" is the most nutritious and plentiful breakfast. The hotel uses breakfasts of this type most often. It can be found in most hotels around the world. It usually includes all dairy and meat products, vegetables and fruits, pastries and confectionery, and all locally produced drinks (even alcoholic drinks will be offered in some cases). The type of food "Buffet" implies the ability to take as much food as necessary, making an unlimited number of approaches.

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.

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

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

All services that exist in the hotel business, with a certain degree of conventionality, can be divided into basic and additional. The provision of basic is usually free of charge. These usually include:

• hotel information service;
• bed linen, dishes, bathroom accessories in the client's room;
• first aid kit and, if necessary, call for emergency medical assistance.

Additional services, most often, are provided on a paid basis. Their number is much greater. In addition, they often depend on the characteristics of the location of the hotel and the culture of the country in which the hotel is located. There are completely exotic types of additional services:

As a rule, the organization of additional services is an important tool for attracting customers to the hotel. The list usually includes:

• various types of communication;
• delivery of food, various drinks to the guest's room;
• laundry and other types of household services;
• the possibility of inviting an interpreter, guide or tour guide;
• transport services and much more.

The conditionality of dividing services into basic and additional is due to the fact that each hotel has the right to independently establish service standards. Hotel management determines what to charge for and the price of this service, and what service to provide free of charge.

Laundry at the hotel

One of the most demanded types of additional services in the hotel business is the laundry of guest wardrobe items. This one is not at all surprising. Most hotel clients arrive either on vacation or on some serious business issues. Both options take quite a lot of time. In addition, while on vacation, it is quite understandable to want to deal with household issues as little as possible.

Currently, almost all hotels provide laundry services for customers. They either have their own laundromats or permanent contracts with third parties. Since hotels are extremely profitable and large partners, they are always served at a decent level and in a short time. Therefore, using this service in a hotel almost always means both the quality of the wash and the item received back on time.

The only disadvantage of this type of additional services is that they are almost always paid, which applies even to all-inclusive systems. The price level in most hotels is quite high. Therefore, each client decides for himself whether the comfort and removal of household inconveniences are worth some financial costs.

Delivery of food and drinks to the hotel room

No less popular and in demand is the delivery of food to the client's room, often called the English term roomservice. It is provided in the vast majority of hotels, and in serious and demanding hotels, this type of service is simply mandatory.

Organization of the delivery of a variety of food and drinks for the hotel is not particularly difficult, since almost every hotel has its own restaurant or cafe. At the same time, customers can often order food prepared in third-party establishments. This possibility may be stipulated by the rules of each particular hotel.

Currently, despite the fact that the delivery of food to the guest's room is an additional service, almost everywhere it is provided free of charge. This is not at all surprising, since it is extremely beneficial for the hotel for the client to have breakfast, lunch or dinner inside the establishment, and not go to the city. That is why, in order to increase the level of service, in some hotels breakfasts are provided free of charge. In addition to the catering service, many rooms have mini-bars, making the guest's stay on vacation even more enjoyable.

Cable TV in the hotel room

In modern conditions, it is difficult to imagine a person who is deprived of the opportunity to watch TV or periodically access the Internet for a wide variety of purposes - to find out the news, work or simply play your favorite online game. Naturally, hotel business managers understand and represent the interests of the guests living in their establishments. Therefore, in almost all hotels, various cable television systems are installed and operating. Also, almost everywhere there is free access to the Internet using Wi-Fi or a local wired network.

This service, which until relatively recently was paid, is now provided everywhere without payment. Although in some cases, some of the channels that are in the greatest demand (some sports, for adults) are given limited access for a low price. This situation occurs infrequently and is always negotiated when the client checks in.

It should also be borne in mind that in the case of foreign trips, when staying in hotels in popular destinations for domestic tourists, the list of cable TV channels shown necessarily includes several in Russian.

Presence of a safe in the hotel room

During a stay on vacation, often with a minimum amount of clothes and things, the question always arises of how to ensure the safety of valuables and documents. It is quite obvious that taking them to the beach with you is not practical and can simply turn into a loss.

To solve this problem, hotels install small safes in the rooms, the volume of which is quite enough to leave documents, valuables, bank cards or money there. Modern safes take up very little space, absolutely not interfering with living in the room. However, they are quite reliable, providing a high level of security.

Most modern safes are equipped with electronic locks with a code set by the client. For emergency access (for example, if the guest has forgotten the code), the hotel staff has a service device that allows you to open the lock.

The service for using the safe installed in the room is almost always paid. At the same time, the price in most cases is low, so the service is in demand and constantly used. It is not uncommon when, when visiting hotels with groups of several families, a safe is paid for in one of the rooms, where all valuables and documents are stored.

Send your good work in the knowledge base is simple. Use the form below

Students, graduate students, young scientists who use the knowledge base in their studies and work will be very grateful to you.

Posted on http: www. allbest. en/

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 matter; Shoe repair; repair and ironing of clothes; laundry and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference hall, meeting rooms; business center services.

1 . 4 Additionalservicesnutrition

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

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 proper hotel 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.

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 him 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 the Soviet era, 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. Baylik 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, 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:

Hosted on Allbest.ru

...

Similar Documents

Description of the types of services provided in the hotel business, depending on the "star rating" of the hotels. Development of a complex of additional services for a tourist-excursion hotel. Advertising strategy for the promotion of additional services.

term paper, added 03/30/2010


Acquaintance with the peculiarities of the organization of service in the hotels of the Five Star sector, taking into account the provision of basic and additional services. Consideration of ways to identify service technology and the impact of the quality of service delivery on customers.

thesis, added 05/19/2014


Main characteristics, classification of hotel services. Analysis of the range of additional services in hotel enterprises on the example of the Khabarovsk Territory. Development of a project to expand the range of additional services at the hospitality enterprise "Sever" LLC.

thesis, added 03/21/2012


Rules for the provision of hotel services in the Russian Federation. History of development, essence and types of modern hotel business. Organizational structure of hotel management. Improving the quality of service and the provision of tourism services.

term paper, added 12/18/2015


Formation of the concept of a complex of new additional services and the technology of their implementation in the hotel "Marco Polo", operating in the market of St. Petersburg. Aspects of the competitiveness of a hotel enterprise. Characteristics of the city's hotel services market.

thesis, added 07/13/2015


The concept and essence of hotel services in the hospitality industry. Basic and additional hotel services, their classification and characteristics. Trends in the field of additional services. Services of interactive and pay TV in the hotel "Avanta".

term paper, added 02/19/2014


The study of the history of the formation of the hotel industry in Russia. Analysis of the hotel business today. Organization of additional services and entertainment. Consideration of the prospects for the development of the hotel industry, identification of problems in this area.

thesis, added 01/31/2015


Concepts and types of hotel services, rules and procedures for their provision. Basic provisions for ensuring security in 4 * hotels. Technology for ensuring the safety of personal belongings and valuables of residents on the example of the Marriott Hotel Tverskaya.

term paper, added 05/05/2014


Additional services provided in tourist complexes. Information about the hotel "Navigator" in Kaliningrad: description of rooms, cost of living, conference hall and restaurant. Rules for the provision of hotel services in the Russian Federation.

term paper, added 03/22/2012


Characteristics of hotels as business entities, the study of basic concepts in the field of hotel business and international classification. Features of hotel associations, accommodation services, meals, additional services of hotel enterprises.

Content

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

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

Conclusion
Bibliography

Introduction

The modern hotel complex occupies an important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in terms of accommodation and food. Without hotels, it is impossible to create a modern tourism industry.
Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activity and plays an important role in improving the efficiency of social production.
The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, long-distance and international communication services, and transport services for guests. Hotels 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, modern hotels have gyms and fitness centers, beauty salons, billiard rooms, slot machines and casinos, etc.
In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important.
Remaining the main one, the accommodation service is perceived by guests as a matter of course, and additional services that distinguish this hotel from a number of others arouse increased interest.
Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.
The purpose of this work is to consider a complex of additional and related services of the hotel.
The following tasks follow from this goal:
- give theoretical definitions of additional and related services;
- disclose the content of the classification of additional services;
- determining the value of additional services in the hotel business;
- show the main current trends in the field of additional
services.
The theoretical and informational basis of the course work is textbooks on the organization and technology of hotel services, and others.

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

The concept and essence of additional services in a hotel

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 the following services: accommodation and meals in accordance with the "Rules for the provision of hotel services" 1 .
The following services can be provided to guests at no extra charge :
call an ambulance;
use of a medical kit;
delivery of correspondence to the room upon its receipt;
wake-up call at a certain time;
provision of boiling water, needles, threads, one set of dishes and cutlery.
Services provided in hotels are divided into basic and additional. They can be free and paid.
In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra.
The list and quality of the provision of paid additional services must comply with the State Hotel Classification System. 2
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 (discotheque, casino, nightclub, hall
slot machines, billiard room);
· Excursion service, services of guides-translators;
organization of sale of tickets to theaters, circus, concerts, etc.;
child care, provision of services of tutors and nannies, speaking
in the child's native language;
care for animals that travel with their owners;
transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
purchase and delivery of flowers;
sale of souvenirs, postcards and other printed materials;
household services (repair and cleaning of shoes; repair and ironing of clothes;
dry cleaning and laundry services;
storage of things and valuables; unloading, loading and delivery of luggage to the room;
rental of cultural and household items - TVs, dishes, sports equipment, etc.;
repair of clocks, household appliances, radio equipment;
hairdressing, manicure and massage services and other household services);
services of beauty salons and hairdressing salons;
Sauna, bath, swimming pools, gym;
· rental of meeting rooms, conference hall;
business center services;
· currency exchange;
· 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. 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.
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. 3
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 to the reception and accommodation service, and then they are studied in the advertising and marketing service.
Additional or other services include the offer of a swimming pool, sports, conference rooms, meeting rooms, car rental, dry cleaning, laundry, hairdressing, massage and a number of others. 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. This is confirmed by the activities of many well-known hotel companies. For example, other services focused on providing the opportunity to engage in various sports are in first place in the range of services of the German hotel chain "Robinson Club", consisting of 30 hotels. Due to the constant appearance of new services and forms of service in the hotel market, the above typology is very conditional. However, such a division is important for understanding the control features of each type. Within the given types, as a rule, there are many varieties.
The income of hotels from the provision of additional services to their guests occupies a fairly significant place in the composition of the income of any hotel. According to paragraph 4 of the Rules for the Provision of Hotel Services, the hotel is obliged to provide the consumer with the necessary and reliable information about the services in a timely manner, ensuring the possibility of their correct choice.

1.2 Types of additional services and related services of the hotel

Additional hotel services are divided into two categories:
1) services provided directly by the hotel itself (that is, on its own);
2) services provided by outside organizations.
The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, the level of comfort and other reasons. Most often, hotels offer their guests to use the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, juice bar), grocery and souvenir shops, vending machines. You can spend your free time and relax in 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). Such services also include gyms, playgrounds, mini-golf, a gym, golf, basketball, volleyball, table tennis, tennis, stables, a beach on the sea, lake, river coast, as well as equipment for water and underwater sports . You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), a travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: meeting room, concert hall, business centers, copier, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.
The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.
Organization of consumer services
Household services include the following. Urgent laundry and dry cleaning, repair and ironing of personal belongings (in the room in the advertising folder there are order forms for washing and cleaning clothes.
Irons can be rented at lower category hotels. The guest himself irons in the room or in a special room where there is an ironing board.
Urgent shoe repair and cleaning. Many hotels have shoe repair shops. In the halls of high-class hotels there are shoe-shine machines. The rooms have brushes for cleaning shoes and clothes.
Storage of things and valuables (luggage office and safes in the rooms and at the reception).
Unloading, loading and delivery of luggage to the room (paid by tips - the hotel organizes the queue of messengers to receive the same tips).
Rental of cultural and household items (TVs, dishes, sports equipment); photographic works.
Hairdressing, manicure and massage services. These services can also be provided in rooms, but are subject to a surcharge.
Food delivery to the room.
Usually in each room in the advertising folder there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks for washing, cleaning the room or simply does not want to be disturbed.

Transport services
Transport services are one of the important types of services in hotels. These include: booking tickets, ordering a taxi, car rental, etc.
The most requested additional service by guests can be considered the service of booking rooms.
In a number of hotels of the level of four or five stars, the reservation service is provided free of charge. However, this does not mean at all that hotels provide this service free of charge. The fact is that, depending on the level of the hotel, booking can be carried out as part of the fulfillment by the employees of the booking service of their direct duties. This is not considered as a separate service, since the work of the hotel is structured in such a way that, in principle, guests are not accommodated without prior booking of a room, regardless of whether the client wants to book a room or not. This policy of the hotel operation allows it to plan its load, labor costs and, ultimately, the income of the hotel as a whole.
Booking tickets for various modes of transport can be done using the latest information technology. Some global computer networks have achieved great success in this.
Hotels that have connected to global booking networks have the opportunity to enter information about the hotel itself, types of rooms, their descriptions and prices into their database.
In Moscow and St. Petersburg, booking tickets for various modes of transport is carried out with the help of travel companies, usually located in the lobby of the hotel, or the travel company has a direct connection with firms providing ticket booking services.
Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways:
in the city taxi service;
When ordering a taxi in the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination.
The card is issued by the administrator who works on the first floor of the hotel. The completed card is handed over to the driver, as the guest may be a foreigner.
Payment for a taxi is made by the guest to the taxi driver - depending on the route of the trip.
If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued, which is handed over to the driver. Own taxi service is organized at the hotel if the hotel has its own parking and garage for vehicles.
All cars have the brand name of the hotel (name, emblem, taxi service phone number, etc.). For example, in Moscow and St. Petersburg, high-class hotels have their own taxi services.
Car rental. The car rental procedure is simple: provided that the tourist is at least 21 years old and does not exceed 70 years old, it is enough to present a passport and a driver's license (Russian or international standard) to the rental service employee.
By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is only available with a credit card.
The rental price depends on the class of the car.
Before signing a car rental contract, it is recommended to familiarize yourself in detail with what is included in the rental price. The rental fee usually includes:
unlimited car mileage;
delivery of a car to a client within the city;
repair or replacement of the car in case of a technical malfunction, except for damaged tires, windshield or engine;
full insurance in case of a traffic accident through no fault of the client; however, if the driver was under the influence of alcohol at the time of the accident, the insurance will not be paid;
insurance covering damage caused to the car in a traffic accident due to the fault of the client;
insurance of passengers (except the driver) against accidents; taxes. The car must be provided to the client with a full tank, but the guest must also return it with a full tank.
For an additional fee, you can purchase the right to drive a car with a second driver. If the client leaves a security deposit (it is taken in case of paying fines), you should ask in advance when it will be returned.
Increasingly popular among hotel customers are health centers , the availability of which for hotels of a high category is a prerequisite in accordance with the minimum requirements for accommodation facilities established by the Regulations on the state system for classifying hotels and other accommodation facilities. However, simpler hotels are also trying to develop this direction.
The list of services provided by the health center can be very diverse depending on the level of the hotel, the requirements of the guests and the imagination of the hotel manager. However, as a rule, it includes the following types of services:
- pool;
- jacuzzi;
- sauna and other baths;
- solarium;
- Gym;
- individual and group lessons with an instructor;
- massage, etc.
Provision of premises for rent
Not always the hotel can provide additional services to residents on its own. Sometimes this is associated not only with additional costs, but also with a lack of knowledge for the implementation of a particular type of activity. For example, this applies to the gambling business. Typically, the hotels themselves do not engage in this type of activity, but only provide the appropriate premises to tenants. In general, hotels provide space for rent for a variety of types of services. These can be shops (grocery, newsstands, souvenir shops, clothing boutiques, etc.), hairdressers, restaurants or bars, travel agencies that take orders for air and railway tickets, etc.
As the areas transferred by the hotel for rent, there are both premises that are not adapted for living, and areas that, in principle, are intended for the number of rooms.
Recently, a fairly common practice for hotels is the provision of premises, originally intended for rooms, for rent.
Additional services provided by third parties
organizations

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

1.3 Additional food and excursion services

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