Paid and free hotel services and room options. Types of hotel services

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Introduction

Chapter 1. Provision additional services

1.1 Concept of additional services in the hotel

1.2 Types of additional services

1.3 Service for the provision of additional services

1.4 Additional catering services

1.5. Key trends in value-added 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 important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in accommodation and food. The creation of a modern tourism industry is impossible without hotels.

Hospitality enterprises are an integral part of the service sector. The provision of these services has a positive effect on financial and economic activities and plays a large role in increasing 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, intercity and international communication services, and transport services for guests. Hotels are not complete without shops and souvenir kiosks, restaurants and bars.

In addition, focusing on business person, hotels should provide their guests with the opportunity not only to organize their working hours well and efficiently, but also to relax after a busy day at work. Therefore, in modern hotels there are gyms and fitness clubs, beauty salons, billiard rooms, slot machines and casinos, etc.

In the formation of the market attractiveness of a hotel enterprise, it is additional services that 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 arouse increased interest.

Therefore, the study of the issue of organization and technology for the provision of additional services in the hotel is becoming increasingly relevant and important.

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

Tasksresearch:

1. Give a theoretical definition of additional services;

2. 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 generalizing description and identify the main features of the additional services of the hotel industry, arising at the present stage of its development;

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

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

6. To develop proposals on the use of more effective methods of additional services of 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 "Sayany".

Chapter1. Providingadditionalservices

1.1 Conceptadditionalservicesvhotels

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

To carry out 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 Fund Management Service;

Administrative Service;

Catering service;

Commercial service;

Technical services;

Ancillary and supplementary services.

The list and quality of the provision of paid additional services must meet 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, with five categories of hotels. This classification has been developed by the worldwide tourism organization(WTO) in 1989. It defines the requirements for hotels of a particular category.

1. 2 Viewsadditionalservices

From the point of view of common sense, there can be no question of any kind of hospitality without meeting the primary human needs - 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 a company that provides people outside the home with a range of services, the most important of which are accommodation and catering services."

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

Reception and accommodation services (around the clock);

Luggage delivery at the request of the guest (around the clock), luggage delivery is carried out to the elevator in the lobby of the 1st floor;

Calling a taxi (around the clock);

Morning wake-up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (around the clock);

Parking space reservation (around the clock);

Use of the self-service room (around the clock);

Providing 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;

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

Automatic shoe shine.

The hotel provides additional services for a fee:

Luggage storage in a luggage room (around the clock), in accordance with the Rules for accepting and storing luggage and valuables at the hotel;

Storage of valuables in the safe of the administration (around the clock), in accordance with the Rules for accepting and storing luggage and valuables at the hotel;

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

Meeting room rent;

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

Electric kettle rental (around the clock);

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

Receiving fax messages (around the clock);

Photocopying of documents (around the clock);

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

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

Reception Email(daily according to the conference center's operating hours, except weekends and holidays);

Minor clothing repair.

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;

Hairdresser services;

Currency exchange office services;

Services of the office of contact vision correction;

Dentistry services, solarium;

Cafe-bar services.

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

The most common:

· Excursion service;

· Ordering the services of guide-translators;

· Organization of ticket sales for all types of transport;

· Organization of ticket sales to theaters, circus, concerts, etc .;

· Ordering vehicles at the request of guests;

· Taxi call;

· car rental;

· Ordering places in 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;

· Services of a hairdresser;

· Services of buffets, bars and restaurants;

· Rent of a conference room, meeting rooms;

· Business center services.

Related services include:

1.providing with 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.

Consumer services are aimed at meeting the needs of guests that have arisen during their stay at the hotel.

Personal services include the following:

1. Urgent wash and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel staff contributes to the creation of the guest good impression about the hotel. 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 realized by observing the following rules.

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

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

1 . 4 Additionalservicesnutrition

In addition to the direct services of the hotel industry, hotels can also carry out other types of economic activities, the main of which is public catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.

A hotel restaurant can be a separate catering enterprise, or it can be one of the divisions hotel complex... At the same time, regardless of the fact that the restaurant is not independent legal entity providing public catering services, all the requirements established by law for public catering enterprises are imposed on him.

The basic requirements for catering establishments such as restaurants are established in the Government Decree Russian Federation dated August 15, 1997 No. 1036 "On approval of the Rules for the provision of public catering services."

In accordance with the classification of public 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; wine and vodka, tobacco and confectionery, with an increased level of service in combination with the organization of recreation.

1.5 The maintendenciesvsphereadditionalservices

Additional services are an indispensable part 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 a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts in the mainstream of which there are any additional services can be considered justification and expediency.

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 operation 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 not always in the foreground. In the system of additional services, as in any other part of the hotel business, non-standard approaches to solving many issues are in demand.

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

The development of the 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 sectoral problems, or the creation of the appropriate urban infrastructure, can and should be carried out by some external force, and the state is perfectly suited to this role.

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 the hotel itself.

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

For those hotels that do not have this, it remains to be content with organizing various holiday programs, which also bring a lot of profit.

The 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. Correct organization of the process of implementation and provision of additional services determines the possibility of expanding the list of offers for hotel customers and attracting additional categories of consumers. The greatest additional income for hotels in this moment brings the organization of congress centers, attracting business clients who have significant funds. The history of the emergence of additional hotel services is rooted in antiquity.

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

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayan»

2. 1 Descriptionresort,vwhichsituatedsanatoriumSayany

Sanatorium "Sayany" is located in the Republic of Buryatia, Tunkinsky district of the village of Arshan, which is a resort. The Arshan resort is a unique healing area that has been giving health to the residents of Buryatia for many years. It is a branch of a sanatorium-resort institution, in close cooperation with another branch, the Goryachinsk resort.

In the middle of the 19th century, the magic spring "Arshan" was discovered in Tunka. Water had the miraculous property of healing local residents from many diseases. It is with the discovery of this source that history is closely related. modern resort"Arshan". The first official information about the discovery of a healing spring is associated with the name of the 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 council in the Tunkinsky department of the Irkutsk province, I found a sour-soda-ferrous source." In 1898, Ya.A. Chistokhin filed a petition for the allotment of a spring at the top of the Kyngyrga River for 24 years. The priest's request was granted for the establishment of a health resort. On the river Kyngyrge near "Arshan" the construction of summer cottages is started to be handed over to people who come for treatment. The following data on the number of people vacationing here were recorded: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Before the Soviet power, "Arshan springs" were under the jurisdiction of the Irkutsk Department of State Property, they were not exploited by private individuals and did not receive much development. In this state "Arshan" was before the October Revolution. On March 20, 1919, by decree of the Council of People's Commissars signed by V.I. Lenin's medicinal area was nationalized.

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

From 1925 to 1952, the management and development of the Arshan resort was carried out by the chief doctors and directors: 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 doctors Valentina Alexandrovna Lisina, Valentin Ivanovich Chernykh.

In 1971, the Arshan resort was awarded the status of a federal resort. From 1969 to 1997, the resort is headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat Autonomous Soviet Socialist Republic.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, an honored doctor of the Republic of Buryatia, awarded with the badges "Excellent health worker of the Ust-Orda Buryat Autonomous Okrug", "Excellent health worker of the Republic of Sakha (Yakutia)", the medal "Laureate of the All-Russian Exhibition Center". The resort complex "Arshan" is currently a large modern multi-profile climatic-balneological resort of the mountain-taiga zone of the Tunkinsky region of Buryatia.

Indications for treatment at the Arshan resort: diseases of the digestive system, diseases of the circulatory system, diseases of the respiratory system (chronic bronchitis, tracheobronchitis, bronchial asthma with impure and light 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 there are sanatoriums "Arshan", "Sayany", a children's sanatorium and health camp "Edelweiss" all year round; rehabilitation and rehabilitation treatment of those working 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 SanatoriumSayany

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

Sanatorium "Sayany" is a modern five-storey stone building with a warm two-storey passage to other blocks and services. The buildings that house the dining room with banquet hall, clinic, drinking pump room, bathroom department, swimming pool, as well as cinema, concert and dance halls. The health resort can simultaneously accept 422 people for treatment. Next to the building of the sanatorium "Sayany" there are two more two-storey buildings №8, №9 with a total area of ​​10781 sq. M. 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 that are used in the sanatorium are carbonic, low-mineralized, siliceous, sulfate-hydrocarbonate-magnesium-calcium weakly acidic mineral waters of three types: thermal, warm, cold, intended both for drinking and for external use, curative freshwater medium sulfide silt mud of Tsagan-Nur lake.

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

Patients of the rehabilitation department are treated with special care in the sanatorium, where they undergo treatment after surgery 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 child", unloading-diet therapy (curative fasting) 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 for treatment citizens of privileged categories, in accordance with Federal Law No. 122 of August 22, 2004. More than 6 thousand beneficiaries from Buryatia, Kuzbass, Altai underwent a course of healing treatment here. Trans-Baikal Territory, Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayan»

Sanatorium "Sayany" has a developed infrastructure for have a great rest 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, a children's playroom, sports grounds, a cafe Altan Serge ”, sports and tourist equipment rental is organized, themed evenings and discos are held. The beautifully designed concert hall often hosts performances by local artists. For vacationers, excursions are organized in the picturesque surroundings of the resort - to the craters extinct volcanoes, in the current datsan, to the waterfalls, all kinds of entertainment and sports events are held.

Additional medical services are presented: preventive treatment and prosthetics of teeth, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty parlor, oxygen cocktail, underwater massage shower, autogravitational spinal traction, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, bowel monitor cleaning room, electrocardiography room, physiotherapy room. In the sanatorium "Sayany" qualified doctors, specialists, who will help to carry out the necessary examination, prescribe treatment, and consult, are receiving appointments. Classes in health groups, in gyms, dosed walking along forest terrainsky have a beneficial effect on treatment (Appendix No. 3).

Conclusion: The variety and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win in a 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 methods 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 providing a high level of comfort, satisfying a variety of household and household needs of guests, is called service in the hotel industry.

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

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

A hotel is an enterprise designed to provide people 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 purpose, the level of comfort and other reasons. Additional services are an indispensable part 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 a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts in the mainstream of which there are any additional services can be considered justification and expediency.

The development of the system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing more and more stable income over time. The variety 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 modern 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" character 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 company. While remaining basic, the accommodation service is taken for granted by guests. The increased interest is aroused by the services that distinguish this hotel from a number of others. In most cases, these are additional services.

Listusedliterature

1. Baylik S.I. Hotel industry: organization, management, service / S.I. Baylik. - Kiev: Alterpress, 2002.

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

3. Braymer R.A. Management Basics in the Hospitality Industry / Per. from English - M .: Aspect-Press, 2003 .-- 254 p.

4. Brashnov D.G. Hotel service and tourism. - M .: Alpha-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. Medlik, H. Ingram. Ed. Unity-Dana. Moscow 2005.- 361 p.

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

9.http: // russia-smolensk.ru

10.http: // hotel-new.ru

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Characterization 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, catering, additional services of hotel enterprises.

All services that exist in the hotel business, with some degree of convention, can be divided into basic and additional. Basic provisioning is usually free. These usually include:

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

Additional services are usually provided on a paid basis. Their number is much higher. In addition, they often depend on the specifics 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. Typically, the list includes:

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

Hotel laundry

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

At present, almost all hotels provide services for the washing of customers' clothes. They either have their own laundries 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 at 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 even applies 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 overwhelming majority of hotels, and in serious and demanding hotels, this type of service is simply required.

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

Currently, despite the fact that food delivery to the guest's room is an additional service, almost everywhere it is free. 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 institution, and not go to the city. That is why, in order to increase the level of service, some hotels provide breakfasts free of charge. In addition to the food delivery 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 deprived of the opportunity to watch television or periodically access the Internet for a wide variety of purposes - to find out the news, to work, or simply to play your favorite online game... Naturally, hospitality managers understand and represent the interests of the guests living in their establishments. Therefore, almost all hotels have installed and operate various cable TV systems. Also, almost everywhere there is free access to the Internet using Wi-Fi or a local wired network.

This service, which was relatively recently paid, is now universally provided without payment. Although in some cases, some of the channels in greatest demand (some sports, for adults) are set limited access for a low price. This situation occurs infrequently and is always negotiated upon the client's check-in.

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

Safe in the hotel room

During a 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 with you to the beach is impractical and can simply result in 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 cash... Modern safes take up very little space, absolutely not interfering with living in the room. At the same time, they are quite reliable, providing a high level of security.

Most modern safes are equipped with electronic locks with a code set by the customer himself. 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. There are frequent cases when, when visiting hotels by groups of several families, a safe is paid for in one of the rooms, where all valuables and documents are kept.

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

There are different concepts of service. In a narrow sense, a service- this is an action that is beneficial, helping another.

Broadly speaking, a service- this is the result achieved through direct interaction between the contractor and the consumer, as well as the contractor's own activities to meet the needs of the consumer.

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

The hotel service consists of:

1) services for the provision of special premises that can be used to meet their needs;

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

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

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

In order to feed the guests, it is necessary to prepare meals in the kitchen, sell prepared foods, alcoholic and non-alcoholic drinks, serve hotel guests in a restaurant, bar, cafe, hotel rooms.

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

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

Consider features of hotel services.

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

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

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

Variability of quality. The quality of the services provided depends on their performer and on the environment for their implementation. Skills, mood and other factors can cause big influence on the quality of service performance. After all, the same performer can serve a client in completely different ways (for example, at the beginning of the working day, when the performer has more strength, the quality of the services provided to him will be higher than at the end of the working day, when his strength is running out). The volatility of the service very often provokes consumer dissatisfaction.

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

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

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

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

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

4) ease of service;

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

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

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

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Most modern hotels are developed complexes that offer a variety of services to consumers. The range of services for accommodation facilities of different categories is given in the "Classification System for Hotels and Other Accommodation Facilities".

As a rule, the organization of additional services involves the creation of independent services for each of their types.

Paid additional services (PDU) are subdivided into:

for household services (washing, dry cleaning, ironing and minor repairs of clothes, cleaning and repair of shoes, watches, suitcases, equipment, luggage storage, valuables in the administration safe, individual safes);

intermediary (booking seats in restaurants, tickets for various types of transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);

car service centers (parking lot, garage, minor vehicle repairs);

• tourist (excursion);

  sports and recreation;

• medical;

  postage.

The material and technical support of the hotel, the list and quality of the services provided must meet the requirements of the category assigned to it. Hotels that independently produce additional services, respectively, have a large and varied personnel by profession.

This is, in addition to the main medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are complemented by sports halls, saunas, garages, conference rooms, etc.

Additional services are divided into paid and free, the latter include the provision of boiling water, threads, needles, one set of dishes and cutlery; wake-up at the appointed time; calling an ambulance; use of a medical kit; delivery of correspondence to the room.

The range of remote controls depends on the class, the purpose of the hotel, and its location. In accordance with this, it is specifically determined which of the remote controls can be produced in the hotel, and which are provided by other organizations and enterprises.

Some services  beach, pool, gym, etc.  are paid before use, others  food, telephone calls, etc.  after their delivery.

The documentation of the remote control is carried out on the basis of the price list. By order of the Ministry of Finance of the Russian Federation of 13.12.1993, No. 121, standard forms 12-Г "Receipt No. for the provision of additional paid services" (Appendix 4) and 11-Г "Parking" (Appendix 5) were approved. Receipts are issued in duplicate (the first is submitted to the accounting department, the second - to the payer) and are strict reporting forms. These are issued by the service provider upon collection of the fee. At catering establishments, an invoice is issued. If the service is paid for through the central cashier (at the reception service), the invoice can be issued in the standard form 3G or 3GM. All services are registered in special magazines. The form of entries in them is determined by the hotel itself. For example, in the register of public services on the floor, the following form of entry is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) the signature of the employee who provided the service, 9) the signature of the accountant.

All sums of money are handed over to the senior cashier, while a report is drawn up.

Without fail, the following information should be located in the reception and accommodation service in an easy-to-view place: list and price of additional paid services; extract from the state standard, which sets the requirements for the provision of services; list of services included in the room price; information about the form and procedure for payment for services.

In hotel service, the more expensive the room, the more free additional services can be provided to the guest. Some prestigious hotels offer the opportunity to use free of charge gym, breakfast is included in the room rate.

Enterprises that rent premises in hotels take part in servicing the residents. It can be a bank branch, shops, restaurants, cafes.

The relationship between the parties is based on contracts that comply with the Civil Code of the Russian Federation. Lease (Chapter 34 of the Civil Code of the Russian Federation) is a property lease agreement. The lessor (lessor) undertakes to provide the lessee (tenant) with the property for a fee for temporary possession and use or for temporary use. Products and income are the property of the lessee.

Land plots, enterprises, buildings, equipment, vehicles can be leased. If the lease agreement does not contain information about the property being leased out, it is considered invalid. The landlord can be the owner of the property, as well as persons authorized by law or the owner to lease the property.

The real estate lease agreement is concluded in writing. Real estate lease agreements are subject to state registration.

If the term of the lease agreement is not determined, each of the parties has the right to cancel it at any time, notifying the other party about it one month in advance, and in the case of real estate, three months in advance. The lessee is obliged to pay timely payment for the use of the property in the form of:

the amount of payments made periodically or at a time;

a specified share of products or income received as a result of the lease of property;

provision of certain services by the tenant.

Organizations that are not located in the hotel building (laundries, dry cleaners, repair shops, transport companies, travel companies, insurance companies) can participate in customer service. They fulfill hotel orders out of turn. In order to ensure the urgent and high-quality performance of services, it is necessary to first study and clarify all the conditions for their provision with the supplier and conclude an agreement with him, in which, in addition to the volume and range of remote controls, specify the timing of services by type.

Hotel employees are intermediaries between the contractor and the customer, and they are responsible for the timely execution of the order. Delivery is handled by couriers or messengers. When placing an order, hotel employees must take into account the date of departure of the resident. These services are provided by a service bureau or room staff.