Problems and perspectives of hotel development by example. Development of small hotels in modern conditions in russia. Personnel motivation management at the Hermitage Hotel, Yekaterinburg

2.1. Brief description of the hotel "Chinara"
The Chinara Hotel is located in the Karachay - Cherkess Republic in Dombai.Dombay is a mountainous territory located in Karachay-Cherkessia, at an altitude of 1620-1650 meters above sea level, at the foot of the Main Caucasian ridge, in three rivers - Amanauz, Alibek and Dombay-Ulgen. At the crossroads of these three valleys, the village of Dombay itself is located. The hotel has been operating here since 1926.

Dombay is an all-Russian center for skiing, tourism, mountaineering and extreme species sports, in which competitions of various levels, including international, are annually held here. Dombay is a venue for annual film festivals, all-Russian competitions and festivals of author's songs, socio-political and scientific forums of the international level, plein airs.

Small - hotel "Chinara" is located in a ski resort area in the center of Dombai, all of its 3 buildings are located on Mount Alibek.

Financial and economic activities are fully regulated by the Charter. The authorized capital of the Company is 3.000.000 (Three million) rubles. The authorized capital of the Company determines the minimum amount of property that guarantees the interests of its creditors. The authorized capital of the Company is made up of the par value of the shares of its participants.

The authorized capital was paid in full in cash.

The main activity of the hotel is the provision of temporary accommodation.

The Chinara hotel has 3 buildings. The hotel has 26 rooms. All rooms have shower cabins and have all the conditions for a comfortable stay.
Table 2.1.

Characteristics of the number of rooms small-hotel "Chinara"

The room rate includes breakfast: cereals, milk, juices, cheese, yoghurts, jam, muffins, bread. Breakfasts are served in the hotel cafe from 8 to 10 am, at any time of the day for guests free tea and coffee. For car owners - free parking in front of the hotel.

The guest can use the service of early check-in or late check-out, the cost of the service is 1/2 day's stay and is provided depending on their availability.

On the territory of the mini-hotel there is: a parking lot, there is a boiler room and a power plant operating on diesel fuel, there is an observation deck with a view of the mountains, as well as barbecue and barbecue areas made of century-old oak in the style of Soviet times, not far from these zones there is a mountain waterfall.

The hotel is focused on a well-to-do contingent of guests. Reservations are made on a prepayment basis. Payment must be made within 3 days from the date of invoice. Otherwise, the application will be canceled. The reservation is held until 12:00 on the day following the day of arrival.

To services of guests in the mini-hotel " Chinara "

• 
  fax, internet, copier
• 
  Wake-up service at the appointed time
• 
  24-hour security
• 
  Convenient parking in front of the entrance or in the courtyard.

At present, the staff of the enterprise is 21 people: 5 people - administration, 16 people - staff.

In the hotel company "Chinara" the management structure is linear and functional. The organizational structure is clearly shown in Figure 2.1.

Director of the hotel "Chinara"

Room Fund Service

Accounting department

Administrative - economic service

Reception and accommodation service

Rice. 2.1 Organizational structure of the hotel enterprise "Chinara"
Analyzing the current organizational structure of "Chinara", it should be noted: at the head of its organizational structure, a separate link is allocated to the head - director, who connects and controls all the functional activities of the hotel. He coordinates the work of all departments, carries out general management of the hotel, determines the financial and marketing policy of the enterprise, and deals with supply issues. Executive Director manages the personnel of the enterprise, makes hiring and dismissal. He also represents the hotel in various instances.

Head of the administrative and economic unit - day-to-day control and management of the work of the unit (cleaners, maids, technician); technical support for the functioning of the hotel (contracts for protection, repair, maintenance); supplying the hotel with economic measures, control over the observance of hygiene and labor safety of all personnel.

The heart of the administrative service is the reception desk. This is the first service a guest encounters.

Check-in at the hotel is carried out around the clock - upon presentation of any identity document, regardless of the place of registration.

When organizing hospitality special attention should be paid to the selection of qualified personnel. After all, the staff meets, serves, contacts the guests.

Let's consider the functions of the main services of the hotel.

The reception and accommodation service is the first service that works with the guest. Its main tasks are: registration of guests and distribution of rooms; maintenance of the state of the room stock, storage of keys, registration of departures, maintenance of guest accounts. The service coordinates the work of the maids, provides guests with various information, including on the work of the hotel. Reservations are made either by phone or fax.

The first impression that the guest gets from the hotel complex depends on the reception and accommodation service. The task of the head of the accommodation service is to control the entire process of receiving and accommodating guests, professionally resolving conflicts from which the prestige of the hotel may suffer.

The entire success of a hotel depends entirely on how profitable and successful the room sector is.

The reception and accommodation service is called the "heart" of the hotel. This is the service where the guest and the employee contact most of all, the service where they most often turn for the necessary information and services during their stay at the hotel. The first impression of a guest about the service provided to him means what kind of reputation the hotel will have in the future. All this is due to the fact that this service, which is the "face" of the hotel, most often informs guests. The important functions of the reception service include: greeting the guest, completing the necessary formalities during his placement, allocating rooms and keeping track of available rooms in the hotel, invoicing and making settlements with clients (preliminary and final), maintaining a guest card.

The work of the services is divided into three shifts. The morning shift works from 6.45 to 15.15, the day shift starts at 14.45 and ends at 23.15, the night auditor starts work at 22.45 and ends at 7.15.

The accounting service documents the business transactions performed at the enterprise, calculates wages and taxes, and maintains the accounting of the enterprise.

The room fund service monitors the hotel room fund, keeping a card index on room occupancy and availability, and acts as an information center. The main tasks of the room service are:

• 
  preparation hotel rooms to check in by guests according to the established cleaning standard;
• 
  cleaning of the entire room stock;
• 
  cleaning of corridors, halls, utility rooms of the room stock;
• 
  control over the availability of all necessary sanitary and hygienic accessories in the bathroom of each room in accordance with the established standard;
• 
  preparation of busy hotel rooms for the guests' night rest;
• 
  providing the hotel with fresh cut flowers and flower art compositions from fresh flowers;
• 
  provision of mini-bar services in hotel rooms, including control of their actual filling, in accordance with the accepted standard.

Room service consists of filling and keeping track of minibars in rooms and organizing breakfasts for guests. In addition, during the entire stay, the guest can independently use the coffee machine or drink tea, for which there are electric kettles and a coffee machine in the cafe. guests are offered a wide variety of tea bags, biscuits. This guest service is included in the room rate.

The main contingent of guests is the vacationers of the Dombay resort.
2.2. Analysis of the activities of the hotel LLC "Chinara" settlement. Dombay
Let's consider the efficiency of the hotel based on the economic indicators of its activities.

The staff of the Chinara Hotel strive to provide guests with the most comfortable conditions. The hotel services include:

• 
  registration of hotel guests in accordance with the legislation of the Russian Federation;
• 
  round-the-clock reception and accommodation service;
• 
  breakfast and around the clock - self-preparation of tea, coffee;
• 
  Access Control System;
• 
  modern fire alarm, smoke removal and warning system;
• 
  intercity - international telephone;
• 
  provision of a medical kit;
• 
  wake-up at a certain hour
• 
  rent of an additional safe at the reception.

Table 2.2

Indicators of the hotel "Chinara" for 2012-2013

Using the indicators in table 2.2, you can calculate the coefficients characterizing the efficiency of the hotel "Chinara" (table 2.3).

The occupancy factor of a hotel is the most important indicator of a hotel's performance, determining its profitability.

Table 2.3

Coefficients characterizing work efficiency

hotel "Chinara" for 2011-2012

Let's analyze the revenue and cost (table 2.4).

Table 2.4

Performance indicators of the hotel "Chinara" in 2012-2013

As can be seen from the presented data, the hotel's financial indicators have a positive trend.

The target segment for the Chinara Hotel is tourists who have come to Dombay for the purpose of recreation. Among the guests there are many who have stayed at the hotel more than 1 time (Fig. 2.3).
Rice. 2.3 The number of regular guests of the hotel 31
The research also revealed the following: the contingent of those who constantly visit the Chinara hotel is 33%, used the services only once - 67% of guests.

In the hospitality industry, price discounts are an important marketing tool. The price that the hotel indicates in its advertisements is in practice applied to those who come “from the street”, all other clients enjoy discounts.

The Chinara Hotel uses programs of rewarding its regular customers, which are based on the accumulation of the number of visits to the hotel as a guest. To attract customers in the hotel "Chinara" there is a system of discounts: on the second visit, the guest receives a 5% discount, on the third and subsequent 10%.

More than half of all hotel clients pre-book their rooms before arrival. Reservations are only possible by phone and fax.

As a positive fact of the marketing policy of the Chinara Hotel, it should be noted that the computer records of guests are kept in order to ensure repeat visits, and the birthdays of clients are monitored. The computer base helps not only to track the frequency of visits, but can also be analyzed according to various parameters, for example, information about age or professional interests allows us to offer new services.

The services offered to the hotel guests are standard and correspond to those of small hotels.

"Chinara", in addition to basic services, offers its guests other, additional services, these include: household services, transport services, as well as business services: copier, fax, ordering air and train tickets, as well as catering services, and leisure services: excursion services.

The hotel company "Chinara" creates conditions not only for carefree rest, but also for productive work. For businessmen who are accustomed to comfort, but who also come with business intentions, this is important. Guests, at their request, are offered a package of business services, such as: provision of a laptop equipped with all the necessary software and the Internet, processing and transmission of information (photocopying, sending faxes).

The process of serving guests can be represented in several stages.

• 
  pre-ordering places in a hotel company (booking);
• 
  reception, registration, accommodation of guests;
• 
  provision of accommodation and catering services;
• 
  provision of additional services to residents: parking. billiards, sauna;
• 
  final payment and checkout.

From the general rules of "Chinara" for personnel, let us single out the most important ones: 32

• 
  the Chinara employee must always be ready to provide the client with a service whenever the client needs it, and not when it is convenient for the employee;
• 
  the Chinara employee must show a positive attitude towards the client: politely conduct a conversation in a friendly tone, under no circumstances raising his voice, not express displeasure, be extremely restrained when dealing with absurd, aggressive, stupid, drunk clients, take care of the client and try solve his problem;
• 
  the Chinara employee must serve the client with a smile, maintain positive eye contact. When conducting a conversation with guests, use phrases that prove a desire to help: "I will gladly do it", etc.);
• 
  employees of "Chinar" are prohibited from arguing with the guest on any reason; it is necessary by all possible methods to express a desire to understand the client, approve his words, actions, nodding his head, inserting the words “understandable”, “good”. If it is difficult to understand what the client wants, then by asking questions, try to clarify the expected action “if I understand you correctly, ....”.

If an employee of "Chinara" is unable to solve the guest's problem, he must accompany the guest to the manager, who can resolve the issue. After 20 minutes, you should find out if the problem is resolved and if the guest is happy with everything. It is necessary to do everything possible so as not to lose the guest as a client in the future.

Each Chinara employee is obliged to: 33

• 
  be confident and competent to meet the client's expectations;
• 
  meet the standards of the job position he holds;
• 
  be able to provide guests with the services they expect;
• 
  use a special notebook to keep track of specific guests' requests;
• 
  try to notice shortcomings in the work of hotel employees, and take measures to eliminate them;
• 
  ensure the maximum cleanliness of the workplace.

The hotel building is reliably protected: the hotel is guarded and monitored 24 hours a day. In the presence of fire-fighting equipment, air conditioning system. The engineering and technical equipment of the hotel makes it possible to make a comfortable stay for the guest regardless of the season.

One of the tasks of hotel enterprises, the importance of which is constantly increasing, is to ensure the safety of guests and their property (property). This factor is increasingly taken into account by customers when choosing a hotel.

To analyze the opinions of guests about the hotel, the distribution of questionnaires among the guests is practiced. The questionnaires are usually in the rooms, the completed questionnaires are collected by the maids and then processed by the management.

Observational information is also a source of information about customer satisfaction. Hotel employees are required to constantly look for signs of dissatisfaction with the service. These include queues. Waiting time for clients for the necessary information (directly at the counter or by phone), ignoring clients by staff, failure to fulfill promises given to a client, dirt, untidiness of staff.

Outdoor advertising is carried out by installing billboards, by placing information in telephone directories. Information about "Chinara" is available in all regional telephone directories, in the Internet directory.

"Chinara" publishes operational advertising - flyers , on a separate sheet or part of it. Leaflets are distributed among the holidaymakers. For retail travel firms, Chinara's incentive objectives include building a commitment to collaboration among travel firms.

Practical means of stimulating Chinara travel agents:

• 
  provision of discounts on advertised prices for group travel in the event of an increase in sales, especially during the off-season;
• 
  presentation of representative gifts-souvenirs to representatives of retail travel agencies;
• 
  distribution of catalogs to potential partners.

2.3. Analysis of the personnel management system
The personnel management system of the hotel "Chinara" includes - formation of personnel, incentives, development.

Participants in the selection procedure for candidates for an existing vacant position are: director, head of a department where there is a vacancy. To attract personnel, advertisements in newspapers and attraction through hotel workers, their friends and relatives are used. Often the recommendation of the hotel employee is enough for the employee to be hired at the hotel.

In most cases, the person with the best qualifications for the actual job in the position is selected. An objective decision on the choice, depending on the circumstances, is usually based on the candidate's education, the level of his professional skills, previous work experience, and personal qualities. For leadership positions, relationship-building skills are of prime importance, as well as the candidate's compatibility with superiors and subordinates.

Interview is a selection method if there are more than one candidates. The positive side of the interview is personal communication, as a result of which a fairly accurate idea of ​​the candidate can be formed. The disadvantage is the possibility of the applicant for a vacant position submitting incorrect information about himself.

During interviews with candidates, special attention is paid to the analysis of the previous activities of the candidate, since the behavior and achievements of a person in the past are an accurate indicator of his future actions. The main goals of the interview:

• 
  identify the degree of suitability for the position: expand and confirm the primary information, pay attention to the professional success and achievements of the applicant, the effectiveness of his work. It is important to determine not only what functions he performed, but also how successfully he did it;
• 
  make sure the candidate is willing to do the proposed job;
• 
  make sure that the applicant has sufficient abilities and potential for professional growth and success.

During the adaptation period, an experienced mentor is attached to each new employee, who constantly monitors the activities during the adaptation period. At the end of the probationary period, the mentor draws up a review of the work of the new employee, which ends with a recommendation to conclude a permanent contract or to refuse to conclude a contract.

During the adaptation period, he carries out the initial training of a new employee.

Mentoring allows you to transfer skills and knowledge to others. As part of the personnel adaptation process, the “orientation” of the personnel takes place, when a new employee is practically introduced to his duties and requirements that are imposed on him by the Chinara Hotel. At this stage, the employee is introduced to such documents as “ job description employee ”,“ internal labor regulations ”.

All employees who are hired for permanent or temporary work are trained in the form of briefings on labor protection, first aid to victims of accidents, as well as on the rules of conduct in the event of emergencies, fires and natural disasters.

The method of training is also the execution of the instructions of the superior manager, when in the process of work the employee receives instructions on the work from his immediate superior. Of course, their "value" depends on the personality of the leader, and on the mood of the leader. The advantage of this method is undoubted, since the student employee in the overwhelming majority of cases performs the work necessary for the enterprise. Difficulties may arise due to the insufficient pedagogical qualifications of some leaders.

Professional education plays an important role, as it is the basis for effective hotel work.

Most often, the direction of training its own personnel is the training of already working employees - middle and top management in order to improve their professional level.

In reality, in fact, although the Chinara Hotel needs qualified personnel, there is no systematic training of personnel. All development of employees takes place at their request in their personal, free time from work. This is primarily due to the lack of personnel and the impossibility of their frequent replacement in the case of training.

External training is most often carried out through participation in special thematic seminars, when staff takes part in seminars. Most often, management personnel participate in the seminars.

The main methods for assessing the level of training of employees are: assessment of the performance of employees by direct supervisors and group assessment. The assessment procedure is not regulated or formalized in any way.

To pay the employees of the Chinara Hotel, a time-based system is used, which includes payment according to the approved monthly salary. The list of categories of employees, the amount of monthly salaries are established by the staffing table for all structural divisions and approved by the director of the hotel at the beginning of the calendar year.

In addition to official salaries, employees of the Chinara Hotel receive bonuses based on their performance. The level of wages is influenced by: duties and degree of responsibility; the level of knowledge, qualifications and work experience required for a particular position.

Personal allowances may apply to official salaries. The amount of the allowance ranges from 10 to 50%, depending on the volume and complexity of the work performed. The amount of payment is established by the decision of the immediate supervisor and director, approved by the order for the hotel "Chinara".

The study of the hotel personnel management system allows us to highlight the positive factors of management:

During the adaptation period, the hotel uses a mentoring system;

Use of differentiated payments in addition to official salaries as material motivation;

Principles of communication between staff and guests have been developed.

The study of the personnel management system revealed a shortcoming in the form of a lack of training programs for personnel.

2.4. Hotel development problems
The hotel services market provides guests with a huge selection of hotel enterprises and guests can always choose an acceptable accommodation option for themselves. Compared to other hotel enterprises in the city, the Chinara hotel has one serious advantage - it corresponds to the declared level and is conveniently located. But the hotel will not be able to keep the guests by this alone, let alone force them to return to the Chinara hotel. To increase the percentage of downloads, you also need quality of service and a set of additional modern services.

Two mini-hotels - "Russia" and "Orion" were chosen as competitors of "Chinara". Both hotels are actively working with the same market segment as Chinara, i.e. with vacationers. At the same time, both mini-hotels offer quite competitive prices for accommodation and are located in close proximity to the Chinara Hotel.

To assess the competitiveness of mini-hotels services, we will use the point system (Table 2.5).

Scale of ratings and weights Table 2.5

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

A hotel is an enterprise created to provide the general population with basic, additional paid and free services in accordance with applicable law. Thus, a hotel company is an independent business entity that supplies its product to the service market based on the freely emerging demand for these services from their consumers.

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

Each hotel contains a complex, a system of premises and services that ensure the reception and accommodation of the clientele, their meals, the organization of leisure and consumer services. Therefore, speaking about a hotel, hotel industry, we most often mean that we are talking about a hotel complex, which includes residential and office premises, engineering support systems, as well as the area adjacent to hotel buildings and structures. All buildings of the hotel complex are organized in such a way that it is easier to serve the clientele, to provide them with a variety of services High Quality... This cannot be achieved without trained and well-trained service personnel, selected according to the standards developed by the hotels.

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

• - have separate property in their property, economic management or operational management;
• - to answer with their property for the obligations that arise for the enterprise in relations with creditors, including in the event of default on obligations to the budget;
• - to act in production and economic activities in the process of providing hotel services on their own behalf, i.e. conclude all types of civil law contracts with business partners, consumers of a hotel product, suppliers of all factors of production, with citizens and other legal entities and individuals;
• - to be a plaintiff, to bring claims to the guilty party, and also to be a defendant in court in case of failure to fulfill obligations in accordance with applicable law and agreements;
• - have an independent balance sheet or estimate, correctly keep track of the costs of production and sale of services, timely provide state bodies with reports;
• - have its own name, containing an indication of its organizational and legal form.

According to the Civil Code of the Russian Federation, from January 1, 1995, legal entities as a commercial organization only in the following organizational and legal forms:

• - state enterprises;
• - municipal unitary enterprises;
• - individual private enterprises;
• - production cooperatives;
• - full partnerships;
• - mixed partnerships;
• - limited liability partnerships;
• - open joint stock companies.

The quantitative growth of hotel chains, their merger and consolidation creates a misconception about the decrease in the variety of supply and recreation. However, in practice, the opposite tendency is observed: the distribution of chains cannot satisfy all the various requirements of tourists, which paves the way for the development of small independent hotels, relying on uniqueness and originality. Such hotels were considered by specialists to be the prototypes of hotels of the XXI century: comfortable, built in a rural style and offering services at a reasonable price, having everything necessary for work and rest, without a restaurant, where customers can receive exquisite personalized service. It is the uniqueness of a small hotel that is the main instrument of market policy.

As practice shows, small hotels for the most part are independent hotels, which are freely owned, managed and used by the owner who profits from such property. The presence of contractual obligations with other companies in the management and use of someone else's service mark does not entail a change in the status of the company as independent in relation to other subjects of market relations.

Over the past few years, small hotels have become a leader in specialized programs and marketing research... What is this category of hotels and what is the reason for their popularity? Today, there are no strictly defined international or national norms that classify accommodation facilities by their volume. In practice, it is customary to divide hotels into four large categories: small hotels, medium, large and giant hotels. It should be noted that, depending on the country, the numbers in brackets can vary significantly. Europe, with its narrow borders and modest size, is in stark contrast to the gigantic mania of the United States, where hotels with several thousand rooms crowding the coast of Miami, Florida or Las Vegas will not surprise anyone.

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

But although small hotels are the subject of much research, their status is still uncertain. Firstly, there is no consensus on what a small hotel is, and secondly, in terms of material and technical support, the range of services and quality of service, a small hotel very often does not "fit" into the classification of hotels. For example, a small hotel with 15 rooms in a separate small building, even fully satisfying all the requirements for a four-star hotel in terms of technical equipment and comfort, will never be officially classified as four stars if it does not have a hairdresser, business center and a lounge for cultural events. And hotels located on the same floor in a multi-storey building are not at all provided for by the State Standard, since one of the mandatory requirements the technical equipment of the hotel is the presence of a guest elevator.

Interest in small forms of organizing the hotel business is manifested not only in Russia. It is determined by changes in the behavior of the main consumers of hotel services, which are known to be tourists. Small hotels are easier to adapt to each client, create an atmosphere of "home away from home", which does not exclude the introduction of national flavor to the guests' everyday life. This allows these forms of hotel business to take a strong position in the market of different countries, including Russia. Thus, the emergence of small hotels is a response to the tourists' demand for small forms and home comfort.

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

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

Requirements for the comfort and attractiveness of a small hotel:

• ? The hotel building must organically fit into the environment without disturbing the features of the urban, rural or natural landscape.
• ? The design of the building should take into account natural and climatic factors: air temperature and humidity, proximity to the sea and other bodies of water, wind speed and direction and other factors.
• ? The layout of the hotel building should ensure economic operation with a rational combination of current and one-time costs.
• ? For advertising purposes, the facade of the hotel should emphasize the prestige and brand of the hotel, and the building itself should comply with aesthetic, environmental, technical and sanitary and hygienic standards.
• ? The capacity and number of storeys of a hotel building should depend on the purpose, operation mode - year-round or seasonal.
• ? The interior of the hotel should be comfortable and have aesthetic expressiveness.
• ? The layout of hotels should take into account the needs of disabled people, provide for them specially equipped rooms, stairs, toilets, bathrooms.
• ? Hotel services must be equipped automated systems booking and reserving tickets, computer systems for managing the economy. Customer security must be ensured through various surveillance systems, in-room electronic safes, electronic locks and other security measures.

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

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1 151 UDC DOI: / 19729 SMALL HOTELS IN MOSCOW: PROBLEMS AND PROSPECTS OF DEVELOPMENT Dukhovnaya Lilia Leonidovna, Candidate of Economic Sciences, Associate Professor of the Department of Business Technologies in Tourism and Hospitality, Kobeleva Olga Viktorovna, Candidate of Psychological Sciences, Associate Professor of the Department of Scientific and Methodological Support of Tourism and service, Shpagina Irina Vyacheslavovna, Candidate of Economic Sciences, Associate Professor of the Department of Scientific and Methodological Support of Tourism and Service, Federal State Budgetary Educational Institution of Higher Education "Russian State University of Tourism and Service", Moscow, Russian Federation Today, in the Russian Federation, hotel business enterprises are still at the stage of formation, in terms of development, it lags behind large hotel chains by an average of years. However, the gradual process of increasing the hotel stock, the active introduction of new technologies and methods of serving guests in the hotel market is gradually allowing Russian accommodation facilities to form a competitive, profitable sector of service and economy. The relevance of the topic of the article is determined by the fact that against the background of these trends, the process of formation and development of such a segment of accommodation facilities as small hotels, which are very popular among tourists abroad, plays an important role. The article provides a detailed analysis of the state of the segment of small hotels, determines their share in the overall structure of accommodation facilities in the city, analyzes in detail the current situation with the classification of hotel enterprises in Moscow, including small hotels, which, in accordance with Federal Law 108-FZ "On preparation and holding of the FIFA World Cup and the 2017 FIFA Confederations Cup in the Russian Federation and amendments to certain legislative acts of the Russian Federation ”is mandatory for all hotel enterprises in Moscow and other cities participating in this large-scale event. Comparative characteristics of the share of small hotels in the composition of accommodation facilities in Moscow and in large European cities... The problems of imperfection of the regulatory and legal framework governing the activities of these accommodation facilities are especially noted, and the most promising directions for the development of small hotels in the structure of hotel enterprises in Moscow are highlighted. Keywords: accommodation facilities, small hotels, small hotel segment, hotel business, hotel market

212 market, hotel enterprises need to continuously improve and develop. For the hotel business of the Russian Federation, the last twenty years have been a stage of fundamental development and changes. The hospitality market today clearly stands out such leaders as Moscow, St. Petersburg, Sochi. Significant rates of development of hotel enterprises are typical for regional markets. Here it is worth noting the success of such cities as Tyumen, Kaliningrad, Volgograd, Samara and Krasnoyarsk. The dynamic pace of development of the hotel business was predetermined by the system of effective building of relationships between the professional hotel community and government agencies, actively attracting investors for the implementation of profitable projects for the development of the hotel business in the regions. Today, due to a significant increase in domestic tourist flows, the demand is still high both for hotels in the upper price segment and for hotels that provide an economical option for accommodation. However, despite this, most large Russian cities are largely characterized by the trend of the most active development of the segment of medium and large hotels of the 4 5 stars category, and to a lesser extent the economic segment of small hotels of the 2 3 stars level. A characteristic feature of any small hotel is the ability to create a comfortable atmosphere for the guest, as well as the maximum personification of individual hotel services. The possibilities of small accommodation facilities to a greater extent allow to optimize the volume and quality of services provided, while achieving an effective ratio between the number of staff and the number of guests. Today, there are no specific international and national standards that would classify accommodation facilities according to the size of their room stock. In the practice of the hotel business, a classification has been adopted that divides hotels into four categories according to the size of the room stock: small (up to 50 rooms); medium (numbers); large (numbers); giants (mega-hotels) (over 600 rooms). It should be noted that, depending on the country where the hotel company is located, these classification criteria may differ significantly.

3 153 A small hotel in Europe is, as a rule, a hotel with no more than 50 rooms, and in this respect the Russian Federation is closer to European standards, since in accordance with the Order of the Ministry of Culture of the Russian Federation dated , including hotels and other accommodation facilities, ski slopes and beaches operated by accredited organizations ”4 small hotels include hotels with 16 to 50 rooms. A certain difficulty in the development of this segment is created by the lack of a legislative framework in the Russian Federation, which would clearly distinguish the concept of "small hotel", which often leads to the fact that the concept of "small hotel" and "mini-hotel" are identical. The only document that distinguishes this segment of accommodation is the "Classification System of Tourism Industry Objects, Including Hotels and Other Accommodation Facilities, Beaches and Ski Slopes", in which a small hotel is defined as a accommodation facility with up to 50 rooms. What are the indisputable advantages of the small hotel segment? These accommodation facilities are distinguished by an individual, personalized approach to each of their guests, stand out for non-standard, often innovative solutions in the interior (for example, the world-wide concept of "boutique hotels"), use a more flexible pricing policy, attracting a significant number of guests. Studying the experience of the hotel business in a number of European countries, it is worth noting that the share of small hotels in the overall structure of hotel enterprises is very significant, this segment of accommodation facilities is no less an important element of the hotel industry than large hotels. In the Russian Federation, small hotels have appeared relatively recently, and their role in the hotel services market was initially very insignificant. The first small hotels began to function in Krasnodar Territory, replacing the usual and popular among tourists individual accommodation facilities. Such hotels with rooms ranging from 6 to 25 units, equipped in accordance with the requirements for hotel enterprises, quickly gained popularity. Currently only in Lazarevsky district 800 small hotels are functioning. It should be noted that at the beginning of 2015, according to the Federal State Statistics Service of the Russian Federation, 4 Order of the Ministry of Culture of the Russian Federation dated g "On approval of the procedure for the classification of objects of the tourism industry, including hotels and other accommodation facilities, ski slopes and beaches, carried out by accredited organizations." Url:

4,154 1138 hotels function in the Krasnodar Territory, and this constituent entity of the Russian Federation ranks first in our country in terms of the number of accommodation facilities. One of the recognized leaders of the small hotel market is St. Petersburg, where, according to JLL experts, about 40% of tourists choose small hotels as a means of accommodation. Such a successful experience in the development of the segment of small accommodation facilities in St. Petersburg is undoubtedly due to the fact that a significant city fund of communal housing has made it possible to create and successfully develop such accommodation facilities as hostels, mini-hotels and small hotels. On the positive development of the small hotel segment in the north-west of Russia and in Leningrad region influenced by a number of features geographic location this region. Large and deep rivers and lakes in the north-west of our country, which are the most attractive places for the development of extreme types of tourism, have made it possible to form in this region a segment of accommodation facilities, consisting mainly of small country hotels. The first experience of creating small hotels in Moscow dates back to the early 90s of the last century. It was then that two hotels "Veshnyaki" and "Pallada" were opened in the capital. The number of rooms in these hotels was 19 and 24 rooms, respectively. However, the most dynamic development of this segment was noted only in the early 2000s. According to the press service of the Department of National Policy, Interregional Relations and Tourism for the period. the utilization of the economy segment of Moscow accommodation facilities grew by an average of 17.5%. During the same period, the number of people accommodated in hotels and similar accommodation facilities in the city increased by more than 1.6 million people, and the income of the capital's hotel complex by 17.9 billion rubles. ... The active growth of the domestic and inbound tourist flow to Moscow stimulates the opening of new hotels. According to JLL, a financial and comprehensive professional real estate services company, began hosting guests in 2014 new hotel Intourist Kolomenskoye (259 rooms), Mercure Baumanskaya hotel (44 rooms), apart-hotel managed by Marriott (80 rooms), Radisson Sheremetyevo (391 rooms), Doubletree by Hilton Marina (270 rooms), Four Seasons (180 numbers). In 2015, several very large facilities were opened in Moscow with a total room stock of over 1.3 thousand rooms, such as the Marriott Novy Arbat (234 rooms),

5 155 Ibis Dynamo (310 rooms), Doubletree by Hilton Vnukovo (430 rooms), Hampton by Hilton Strogino (214 rooms). However, none of the listed objects belongs to the segment of small hotels. The increase in the pace of construction of accommodation facilities in the capital is due to the active growth of tourist flows, as well as the preparation of the capital to host the 2018 FIFA World Cup. In the central administrative district In the city of Moscow, it is planned to open hotels located in former residential buildings that have undergone significant and large-scale reconstruction, as well as in restored buildings, architectural monuments. The opening of new hotels is planned as part of modern multifunctional complexes under construction. One of the characteristic trends of recent times is the fact that a significant number of hotels in the capital are located in close proximity to sports and cultural facilities, exhibition centers, which are the centers of attraction a large number tourists. The construction is carried out in two stages. From 2012 to 2016, it is planned to build 154 hotels with 58.4 thousand beds. Moreover, 41 of them are already under construction, a building permit has been received for another 57 facilities. In order to further develop inbound and domestic tourism from 2017 to 2025, it is planned to build 210 hotels with 109.5 thousand beds in the capital. At the same time, there will be 7 thousand hotel rooms for 14.1 thousand beds in New Moscow. However, now, in the light of recent political and economic events, there are some concerns that the situation in the hotel business market may develop according to a different, not so optimistic scenario, which is already evidenced by the decline in such indicators of hotel activity as the average level of occupancy (%) , average cost of a hotel room (ADR), profit per room (RevPAR). In the first half of 2015, these showed a significant decrease in all segments of placement facilities. Today, according to the Department of National Policy, Interregional Relations and Tourism, 495 hotels with more than 100 thousand rooms are operating on the market of hotel enterprises in the capital. Of the 495 hotels, 75 are small with less than 50 rooms. The total capacity of small hotels in Moscow is about 2 thousand beds. In quantitative terms, small hotels make up 1/6 of the capital's hotel fund, 15% (Fig. 1).

6,156 Figure 1 The structure of the hotel stock in Moscow in 2014 Including limited capacity small hotels (on average, these are usually rooms), the share of 15% should be assessed as low. The share of small hotels in the capital's room stock is even lower (Fig. 2). Figure 2 The structure of the room stock in Moscow in 2014 (% of the total number of rooms) As can be seen from Figure 2, the room stock of small hotels in the city is insignificant and amounts to about 3% of the total room stock of the capital. This reason can be singled out as one of the main reasons for Moscow's lag behind the world's tourist centers in terms of the number of hotel rooms per 1000 inhabitants. Thus, in the capital of Russia there are 3.6 3.8 rooms per residents in small accommodation facilities, while in a number of European capitals this indicator is as follows: Amsterdam 35; Rome 19.5; Paris 18.6; London 15.3; Prague 13; Berlin 11.4; Madrid 11.2.

7,157 Overall, the European average for the number of rooms per inhabitant is 14 rooms. In the past few years, along with the construction and commissioning of large hotel enterprises in Moscow, the indicator characterizing the appearance on the market of a significant number of hostels and mini-hotels can be considered very significant. Back in 2012, there were only 77 hostels in the city, and in 2015 their number reached 265, and this figure continues to grow steadily. It can be noted that the emergence of such a significant number of low-cost accommodation means nothing more than a market reaction to a significant shortage of economy class rooms and budget places for tourists. A remarkable fact is that today the activities of such accommodation facilities as a hostel are regulated by the new national standard GOST R “Accommodation services. General requirements for hostels ”. The first hostel to receive a new certificate was the Hollywood hostel in the area of ​​the Kuskovo estate museum in Moscow. The certificate was solemnly presented to the hostel representatives during the session of the Russian Hotel Association by the Deputy Chairman of the Moscow Tourism Committee Vladislav Sinyukov and the President of the Russian State Administration Gennady Lamshin. As of September 1, 2015, three hostels in the capital have already received a certificate of assignment to the "no stars" category. A characteristic trend of the last few years in Moscow is the actively developing segment of such accommodation facilities as apartments. Today, these accommodation facilities are widely represented on many online booking services, for example, rental of residential apartments is a fairly popular type of accommodation today, common in most tourist destinations in the world. It should be noted that in Moscow, available on this moment the fund of service apartments is 80% loaded. Agencies engaged in such a business, as a rule, when renting an apartment from Muscovites, make preliminary repairs there, often bring them into the appropriate view and entrance. There is regular cleaning and linen change. There is a support service, similar to the reception in a hotel. Guests are met at the airport and transferred. Not all types of apartments are presented in the capital yet, in particular, there are no condominium hotels and timeshare complexes. But there are already apartment hotels designed for both long and short stays. Economy class is represented by apart-hotels "Orekhovo" and "Tsaritsyno" and business class, which opened in 2006

8 158 "MaMaison Pokrovka", which in fact operates as a hotel. In 2014, the apart-hotel "Adagio" was put into operation as part of the hotel complex on Bakhrushina street. This is the first complex that includes 3 different hotels, in addition to the mentioned apart-hotel, Megsuge and Ibis. A characteristic feature of the apart-hotel is the availability of room service, which consists in a change of bed linen and daily cleaning of the room. Moreover, the cost of these services is included in the cost of accommodation. Apartment houses, which are one of the types of apartments, are aimed at a guest who needs a long-term lease. In this case, this type of accommodation facilities are characterized by services associated mainly with technical support for the functioning of the complex, the rest hotel services can be provided in a very limited range and at the request of the guest. Such accommodation facilities are presented in the capital in a limited number, mainly the facilities of the Office for Servicing the Diplomatic Corps. In the process of development of the segment of small accommodation facilities, a number of constraining factors can be identified: imperfection of Russian legislation associated with the currently undefined position regarding the possibility of placing hotel enterprises with up to 50 rooms in the residential sector; insufficient investment attractiveness of this segment of placement funds due to the presence of serious financial and administrative risks, lack of objective analytical and statistical data; lack of the necessary talent pool for highly professional management personnel and specialists in the hotel business; the lack of aspiration of the management of small hotels to develop chains, which would have a positive effect on the further development of this segment and would provide for a more effective protection of the interests of small hotels; a high level of costs associated with high prices for basic services and, as a result, a rather low level of profitability of these accommodation facilities; complex administrative barriers to entry into this market segment. In accordance with Federal Law 108-FZ "On the preparation and holding of the FIFA World Cup and the 2017 FIFA Confederations Cup in the Russian Federation and on amendments to certain legislative acts of the Russian

9 159 Federation "5 and according to Art. 36 of this legislative act, from July 1, 2016, the provision of services by hotel enterprises in Moscow is possible only if there is a certificate of assignment to the hotel and other accommodation facility of the category provided for by the classification system of hotels and other accommodation facilities. The classification procedure is carried out on the basis of the Order of the Ministry of Culture of Russia (Ministry of Culture of the Russian Federation) dated July 11, 2014. According to the Russian Hotel Association, the process of passing this procedure by Moscow hotels is proceeding at a fairly steady pace, and today 197 hotels in the city have already received this certificate. According to Sergey Shpilko, Deputy Chairman of the Department of National Policy, Interregional Relations and Tourism, an important point is that the hotel enterprises of the city have a serious motivation to get involved in this process, despite the fact that passing the classification requires significant expenses from hotels to improve the level and quality of the provided services up to the level of the declared stardom. The new classification system, which has sufficient flexibility in a number of evaluation criteria, as well as the national standard regulating the activities of hostels in the Russian Federation, undoubtedly create the most favored regime for passing the classification not only for large hotels, but also for small accommodation facilities. In order to further develop the segment of small hotels in Moscow, the process of joining small hotels to international and national hotel chains, as well as the creation of an industry association of small hotels in the form of the Moscow Association of Small Hotels, should be noted as promising areas. Joining international and national hotel chains will allow: to reduce the costs of production and sale of hotel services; improve management efficiency and quality of services provided; will provide conditions for the creation of unified booking systems for small hotels; will improve the image of this segment of accommodation facilities and strengthen consumer confidence; will create conditions for attracting more significant segments of consumers. 5 Federal Law 108-FZ "On the preparation and holding of the FIFA World Cup and the 2017 FIFA Confederations Cup in the Russian Federation and on amendments to certain legislative acts of the Russian Federation." Url:

10 160 Creation of an industry association of small hotels in the form of the Moscow Association of Small Hotels will allow: to ensure the consolidation of efforts for lobbying their professional interests; develop and implement joint marketing strategies; to form and introduce information systems of small accommodation facilities in the form of the creation of a single information city portal of small hotels; optimize the process of interaction with legislative and executive authorities in terms of improving the legal and regulatory framework governing the activities of small accommodation facilities; take an active part in the implementation of city target programs for the development of inbound and domestic tourism; to contribute to the development of a system for promoting the services of small hotels in the form of further intensification of advertising campaigns and exhibition activities. In conclusion, it should be noted that, despite the significant success in the development of the hotel business in Moscow, the segment of small hotels still occupies an insignificant market share. The implementation of the above measures will help strengthen and expand the network of small hotels in the city, increase their competitiveness and attractiveness for a significant number of Russian and foreign guests of the capital. Literature 1. Lee, G., A.A. Morrison, X.Y. Lheto, J. Webb and J. Reid, 2005, VFR: Is it really marginal? A financial consideration of French overseas travelers. Journal of Vacation Marketing 11: Stabler M.A. and P. T. Sinclair, The Economics of Tourism 2nd Edition, London: Routledge, pp: Small Hotels: Expected Expansion // ProHotel S COMPARATIVE ANALYSIS OF THE STATE OF THE HOTEL MARKET IN THE RUSSIAN FEDERATION AND ABROAD. Dukhovnaya L. L., Kholodtsova I. I., Polyakov V. V. Life Science Journal T s. S. Dukhovnaya L.L., Kholodtsova I.I. Innovative technologies in the hotel business // Service in Russia and abroad Vol. 8, 7 (54). [Electronic resource]:

11 161 URL: (date accessed :). 6. PRACTICAL EXPERIENCE OF THE ART AND EXHIBITION ACTIVITY AT THE ENTERPRISES OF HOTEL SERVICES IN THE RUSSIAN FEDERATION Dukhovnaya L.L., Kholodtsova I.I., Polyakov V.V., Andreeva A.I., Seredina M.I. Mediterranean Journal of Social Sciences T S2. S. Dukhovnaya L.L. The role and importance of hostels in the process of increasing the attractiveness of a tourist destination on the example of Moscow // Service in Russia and abroad T. 8, 2 (49). [Electronic resource]: URL: (date of access :). 8. Department of National Policy, Interregional Relations and Tourism of the City of Moscow. [Electronic resource]: URL: (date of access). 9. URL:% 20 CLASSIFIED HOTELS (6) .docx (date accessed). 10. federal Service state statistics for Moscow. [Electronic resource]: URL: (date of access). 11. URL: (date of access). SMALL HOTELS OF MOSCOW: PROBLEMS AND PROSPECTS Liliya Dukhovnaya, PhD in Economic sciences, Associate Professor, Olga Kobeleva, PhD in Psychological sciences Associate Professor, Irina Shpagina, PhD in Economic sciences, Associate Professor, Russian State University of Tourism and Service Moscow, Russian Federation Today the hotel business enterprises in the Russian Federation are still in their infancy, lagging behind from major hotel chains by the level of development in average of years. However, a gradual process of increasing of hotel room stock, the active implementation of new technologies and methods of guest services in the hotel market gradually allows Russian means of accommodation to form a competitive, profitable sector of service and economy. Against the background of these trends the process of formation and development of small hotels that are

12 162 very popular among tourists abroad plays an important role. It determines the relevance of the article. The article gives a detailed analysis of small hotels segment and determines their share in the overall structure of the city "s accommodation. In accordance with the Federal Law 108- FZ" On the preparation and holding in the Russian Federation in the FIFA World Cup and Confederations FIFA Cup 2017 and Amendments to Certain Legislative Acts of the Russian Federation "classification of hotel enterprises is mandatory for all hotel businesses, including small hotels in Moscow and other cities involved in this large-scale event. Therefore, the article analyzes in detail the current situation with the classification of hotels in Moscow. The comparative characteristic of the share of small hotels in total accommodation facilities in Moscow and in major European cities is of significant interest. The authors especially point out the problems of imperfection of legal and regulatory framework governing the activities of given means of accommodation, as well as distinguish the most promising dire ctions of small hotels development in the structure of hotel enterprises of Moscow. Keywords: means of accommodation, small hotels, small hotels segment, hospitality industry, hotel market References: 1. Lee, G., A.A. Morrison, X.Y. Lheto, J. Webb and J. Reid, 2005, VFR: Is it really marginal? A financial consideration of French overseas travelers. Journal of Vacation Marketing 11: Stabler M.A. and P. T. Sinclair, The Economics of Tourism 2nd Edition, London: Routledge, 180 p. 3. Malye gostinicy: ozhidaemaja ekspansija // ProHotel Pp COMPARATIVE ANALYSIS OF THE STATE OF THE HOTEL MARKET IN THE RUSSIAN FEDERATION AND ABROAD. Dukhovnaya L. L., Kholodtsova I. I., Polyakov V. V. Life Science Journal T s. Pp Duhovnaja L.L., Holodcova I.I. Innovacionnye tehnologii v gostinichnom biznese // Servis v Rosii i za rubezhom Vol. 8, 7 (54). URL: (Accessed on :). 6. PRACTICAL EXPERIENCE OF THE ART AND EXHIBITION ACTIVITY AT THE ENTERPRISES OF HOTEL SERVICES IN THE RUSSIAN FEDERATION Dukhovnaya L.L., Kholodtsova I.I., Polyakov V.V., Andreeva A.I., Seredina M.I. Mediterranean Journal of Social Sciences T S2. With Duhovnaja L.L. Rol "i znachenie hostelov v processe povyshenija privlekatel" nosti turistskoj destinacii na primere g. Moskva] // Servis v Rosii i za rubezhom Vol. 8, 2 (49). URL: (Accessed on :). 8. Departament nacional "noj politiki, mezhregional" nyh svjazej i turizma goroda Moskvy URL: (Accessed on :). 9.URL:% 20 CLASSIFIED HOTELS (6) .docx (Accessed on :). 10. Federal "naja sluzhba gosudarstvennoj statistiki po Moskve. URL: (Accessed on :). 11. URL: (Accessed on :).

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In the context of the transition to a market economy, much attention has been paid to the tourism sector. One of the conditions for the development of this area is a well-functioning hotel system. Modern economists consider the hotel business to be one of the most promising sectors of the economy. Therefore, many investors are trying to invest in the development of the hotel industry.

Today, many experts note the inextricability of the hotel industry in Russia, inconsistency with international standards, multiple shortcomings of service, including the high cost and low quality of services, poor professional training of hotel workers.

In the current situation, it became necessary to create such a mechanism for the hotel business that would flexibly respond to changes in the market environment. To do this, it is necessary for the leaders of the hotel industry to be able to analyze their capabilities, prospects; develop a program of action; use marketing knowledge to study the situation; be able to plan their activities in the short, medium and long term.

Small hotels occupy an important place in the tourism infrastructure. Depending on the needs of tourists and other types of guests, new types of mini-hotels appear and develop. Small hotels, as enterprises designed to satisfy the needs of the guest, have a very different level of comfort and should be designed for consumers of different income levels who have come to the hotel for different purposes. The need for round-the-clock service and the functions of hotels determine the composition of the services that provide reception, accommodation, food, service and security in hotels.

A modern small hotel is not just a place of residence; quite often part of the room stock is used for offices, temporary representations of companies and institutions. Mini-hotels today accommodate the most diverse clientele:

Participants of all kinds of gatherings, congresses, fairs;

Participants in competitions, contests;

Individual citizens who have arrived according to work plans, to medical conferences, to rest;

Tourists following certain routes within the state, from abroad, etc.

The development of modern tourism has led to a strong diversification of demand for hotel services: an increasing number of people prefer accommodation in small hotels, where they can receive personalized service, the essence of which is a combination of a kind of family comfort, high quality services and an individual approach to each guest.

Currently, for all small hotels in the Russian Federation, including the city of Prokopyevsk, there are a number of problems in the field of hotel business, the use of advanced management and marketing methods, solving automation issues, booking, staff training, supply and maintenance, class improvement ... All this speaks about the relevance of this work. The independent solution of these issues for small hotels is limited by modest financial resources and, as a result, they do not have the opportunity to fully promote their product on the market. In this regard, one of the most important challenges facing small hotels is to find organizational solutions to meet the existing and growing demand.

Today the hotel business in Russia is still not fully formed. In the work of Morozova E.Ya. "The shortage of hotels restrains the flow of tourists" (the magazine "Tourism: Practice, Problems, Prospects") describes the current state of the hotel business. This suggests that not only in Moscow and St. Petersburg, but also in any other city or region, there is a shortage of small hotels, which does not make it possible to receive tourists with limited financial resources. All other infrastructure (food outlets, transport, museums) is ready for this.

The article by E. Shadurskiy "On the problems and tendencies of the hotel business" (magazine "Tourism: practice, problems, prospects") shows the factors constraining the development of small hotels - the need for investments in the repair of engineering networks and communications, difficulties in working with housing and communal services , limited support from city officials. The development of small inexpensive hotels will increase the flow of those wishing to get acquainted with the rich historical past of any region, its shrines, ancient monuments and other tourist attractions.

In the course of the research, theoretical and methodological studies in the field of hotel business were studied by such authors as R.A. Brimer. (3), A.A. Zubkov and Chibisov S.I. (12), Soloviev B.L. (29), Walker J. (30), Chudnovsky A.D. (33), etc.

The subject of the research is a small hotel. The object of the research is the MU SKK "Snezhinka".

Achieving this goal involves solving the following tasks:

1. Determination of criteria for assessing the classification of hotels as small.

2. Study of the peculiarities of the development of small hotels.

3. Determination of factors and conditions affecting the activities of small hotels.

4. Analysis of the state of the services of the hotel "Snowflake".

5. Identification of factors constraining the development of the hotel.

6. Determination of the development prospects of the hotel.

7. Development of proposals for improving the hotel's activities.

The designated problem of the diploma study allowed us to determine the structure of the thesis, which consists of an introduction, three chapters, a conclusion, a list of references and applications.

The introduction reveals the relevance of this research, defines the goal, object, subject, research objectives.

In the first chapter, consisting of four paragraphs, the criteria for assessing the classification of hotels as small are determined, the problems facing the hotel in a market economy are revealed, the factors and conditions affecting the activities of small hotels are determined, the history of the emergence of the hotel business is considered, domestic and foreign experience is revealed, and reveals the problems and prospects for the development of small hotels in Russia.

The second chapter gives a brief description of the Snezhinka hotel, presents an analysis of the range of hotel services provided, an analysis of the composition and structure of the company's personnel, and also an analysis of the recruitment of personnel. The calculation of the load factor and the intensity of the use of the room fund has been made.

The third chapter identifies the problems and prospects for the development of the Snezhinka hotel. The calculated data presented in the second chapter made it possible, as an innovative proposal, to develop recommendations for further development hotels.