Types of hotel services. Loiko O.T.

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Introduction

assortment sales consumer hotel

Currently, the hotel business is a highly profitable sector of the economy of any country in the world. A hotel company is an ideal accommodation option for those going on vacation and for those awaiting business meetings.

Depending on the category, the hotel enterprise is required to provide a number of additional services. However, in reality, modern hotels are enterprises that produce and sell a wide variety of services. If the hotel company continues to receive income only through accommodation, the hotel may face a crisis. A hotel achieves its main advantage when it effectively uses its room capacity and offers a range of additional services that takes into account both the needs of its guests and clients.

Expanding the range of additional services develops, complements and adjusts promising directions for the development of a hotel enterprise, taking into account the specific situation. The development of new services is a necessary condition for the progressive development of any hotel enterprise. In modern conditions, when the hotel services market has developed and is functioning, which is divided into segments and there is fierce competition within each segment, in order to maintain competitiveness it is necessary to continuously develop. Continuous development involves the introduction of new services, the closure of old ones, and the modernization of existing services.

The most significant factor for hotels today is the expansion of the existing range of additional services, the presence of which demonstrates the progressive nature of the development of the hotel enterprise. Practice shows that expanding the range of services is a process that involves the analysis of a huge number of factors and requires certain funds for its implementation, which excludes the spontaneous nature of this process and presupposes the presence in the hotel of a management mechanism for the continuous development of the enterprise.

Purpose of the work: development of additional and related services in accommodation facilities to attract customers.

The object of this work is the Polet Hotel.

The subject of the work is a complex of additional services in the hotel.

Coursework objectives:

1) analyze the services provided by hotels

2) conduct an analysis of the organization of additional and related services to attract customers at the Polet Hotel.

The relevance of the research topic is due to the fact that one of the main conditions for the successful development of enterprises in the hospitality industry is the availability of a wide range of additional services.

1. The role and importance of the range of services in accommodation facilities

1.1 Characteristics and classification of services provided to clients in accommodation facilities

A hotel is a commercial enterprise that produces and offers its “product” on the market, a product in the form of a set of services, among which the main ones are accommodation services and food services.

When considering hotel services as a product, Sorokina A.V. proposes to distinguish three levels of services

Individual services and groups of services;

Product “hotel” as a set of services;

The “hotel” product as a set of services plus additional services.

The hospitality industry is a complex, integrated professional activity of people whose efforts are aimed at meeting the diverse needs of both visiting clients and guests, as well as local residents.

The hotel includes a range of services: reception and accommodation, meals, laundry, ticket booking, health services, conference organization, etc.

In this regard, it can be argued that the system-forming category in the work activities of hotel business workers is the concept of “service”.

A hotel is not only a room with a bedroom and a bathroom, it is, first of all, a service, the whole experience of staying in a hotel.

Hotel services are an extraordinary product. You actually have to deal with real estate. The hotel room cannot be moved from place to place during the sale. After all, in reality, it is not the room itself that is sold, but the right to occupy it for a certain time. In most situations typical of the hospitality industry, offering a service requires the presence of both the one providing it and the one to whom it is being provided.

Another aspect of hotel activity is that not only employees, but also clients must know the mandatory conditions under which the service can be provided. Managers organizing hotel services must manage not only employees, but also clients. This specificity of services in the hospitality industry is expressed in the inseparability of the source and object of the service.

The peculiarity of a hotel service is that it cannot be stored and accumulated in order to be offered later (for example, a single room unused today cannot be offered for two overnight stays the next night). Without the ability to store and accumulate the results of operational activities, hotels in their work depend on current demand, which determines the constant work to provide services regardless of time, that is, they must work continuously.

Thus, a service is the result of direct interaction between the performer and the consumer, as well as the performer’s own activities to satisfy the consumer’s needs.

The concept of “service” has a universal meaning, it is intangible and cannot be stored, a service cannot be measured, it can only be assessed.

Hotel rooms are the main element of the accommodation service - multifunctional premises designed for relaxation, sleep, and work of staying guests.

Since hotel rooms are used by guests mainly in the evening and at night, their most important function is to provide the opportunity to sleep. The significance of other functions primarily depends on the purpose of the hotel and the needs of the guests. For example, in business hotels, a very important function of the rooms is to provide the guest with the opportunity to work, i.e. a desk, telephone, fax, computer, etc. are needed here.

According to the requirements of regulatory documents (GOST R 51185-2008, Rules for the provision of hotel services), hotels have various categories of rooms, differing in area, furniture, equipment, equipment, etc. Regardless of category, each hotel room must have the following furniture and equipment.

Bed;

Chair or armchair for one seat;

Night table or nightstand for one bed;

Wardrobe;

General lighting;

Recycle bin.

Each room should have hotel information and an evacuation plan in case of fire.

Guest catering services consist of a combination of the following processes:

Production (cooking in the kitchen);

Trading (sale of ready-to-eat products, alcoholic and non-alcoholic drinks);

Service (serving guests by waiters in a restaurant, bar, cafe, hotel rooms).

Additional or other services include the offer of a swimming pool, gym, conference room, meeting rooms, car rental, dry cleaning services, needle thread, laundry, hairdresser, massage room, etc. Currently, additional services are becoming increasingly important in the formation market attractiveness of the hotel enterprise.

Thus, to summarize, we can say that a hotel service does not have a ready-made, complete form; it is formed during the service with close interaction between the performer and the consumer.

1.2 The influence of additional and related services on the occupancy of rooms in accommodation facilities

Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards 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 within which any additional services exist can be considered justification and expediency.

Favorable development of this area of the hotel’s activities 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 are not always in the foreground when organizing and developing additional services. In the system of additional services, like in no other part of the hotel business, non-standard approaches to solving many issues are in demand. This gives the hotel, albeit a small, but real opportunity to stand out from its competitors.

However, the hotel is a commercial organization. Accordingly, the main purpose of its existence is to make a profit. Hotel profit primarily depends on hotel occupancy. Let's consider how additional services can affect this indicator.

A standard set of services, limited to accommodation and meals, does not give the hotel company any special competitive advantages. Therefore, in pursuit of profit, hotels are coming up with more and more new ways to satisfy their customers.

Income is the main motivating factor in organizing additional services.

For example, it probably doesn’t make sense for the Kazan Volga Hotel to build a helipad near its building, since it doesn’t have to count on guests who can afford to travel by helicopter. But the famous Dubai hotel Burj Al Arab uses this type of air transport to transport VIPs.

The next important factor influencing the availability of certain hotel services is the functional purpose of the hotel.

According to experts, as a rule, the ratio of the income of an accommodation facility from basic and additional services is 60/40%.

However, in resort hotels the situation is the opposite: the hotel receives 40% of its income from the sale of rooms and 60% earns from additional services.

In this regard, to increase occupancy, the infrastructure of a number of resort hotels may include swimming pools, water slides, bowling alleys, tennis courts, sports grounds, stadiums, spa complexes, etc. In addition, when creating services, the needs of guests of all ages are taken into account. Resort hotels can have a large number of interest clubs: master classes from a chef or spa specialists, a paintball club, a cigar club, an art school, etc.

The entertainment infrastructure of resort hotels is designed primarily for residents. As a rule, there are few “outside” guests on hotel premises.

The nature and breadth of the range of additional services is closely related to the average number of nights a guest spends at the hotel. Business hotels are designed for business tourists and business travelers who usually stay for 2-3 days (or even less). For this reason, the range of services in such hotels is limited. As the experience of international business hotels shows, the following are becoming the most popular:

Free parking;

Access to Wi-Fi throughout the entire hotel;

Small fitness center;

Conference rooms and meeting rooms.

The length of stay in resort or sports hotels (as well as sanatoriums) is associated with a long summer vacation or treatment (prevention). This significantly increases the length of stay (more than 10 days). Hence, the list of additional services becomes more diverse.

Moreover, the availability of additional services allows resort hotels to compensate for the difference between high and low seasons by attracting local residents. This is also true for city hotels, which today are turning into multifunctional complexes (MFCs): the hotel is combined with a business center, water park, shopping center, casino, etc. Thus, the level of income is leveled out throughout the year.

An important factor determining the availability of certain additional services is the season. Thus, a hotel that operates all year round tries to equalize its profit margin during a low tourist flow relative to the peak season. In this case, they resort to organizing various entertainment programs and holidays included in the price of stay. And the Renaissance Hotel in Samara organizes trips to the beach for its guests in the summer.

Under certain initial conditions and the correct organization of the process, additional services are a serious help in the work of a hotel enterprise.

The development of additional services allows not only to expand the list of offers for hotel clients, but also to attract city residents to visit the hotel complex.

Nowadays, it is no longer enough for a hotel to provide the client with a regular room with breakfast. Guest demands are becoming ever higher, and to satisfy them, hotel companies have to come up with a lot of additional services. The key factor influencing the increase in hotel occupancy due to additional services is, of course, the quality of service. In this regard, the key role in organizing additional services is given to the employees who provide them. These are, first of all, instructors, animators, coaches, etc. A number of hotels provide such a service as a “sports companion”: if a guest comes to play tennis, billiards, or bowling, he will definitely be offered a companion. With this approach, the number one question is the professionalism of the team that organizes the guests’ leisure time. Therefore, it is necessary to train employees involved in providing additional services and attract training companies.

Thus, additional services allow the hotel to attract and retain customers. The range of additional services is most widely represented in resort, health, and spa hotels, where vacations are associated with long vacations: here guests need to be provided with the most varied vacation.

1.3 Review of foreign and domestic experience of hotel business enterprises in the development of additional and related services

International and Russian hotels offer a wide range of additional services, the list of which is determined by many factors, most of which were presented above. This is functional purpose, category, location, seasonality, etc.

Considering Russian practice, we will rely on the requirements of GOSTs, the Rules for the Provision of Hotel Services (RPGU), as well as the latest edition of the Classification System for Hotels and Other Accommodation Facilities (hereinafter referred to as the Classification System).

So, in accordance with the requirements of GOST R 51185-2008 “Tourist services. Accommodation facilities. General requirements" collective accommodation facilities, regardless of category, must provide guests with the following services

Change of bed linen at least once every five days; change of towels at least once every three days;

Thus, GOST defines the minimum mandatory requirements for additional services in a hotel of any type, of any category.

Small hotels deserve special attention. Due to their specificity (small area), they cannot provide a wide range of additional ones. However, St. Petersburg mini-hotels, which are leaders in this segment in Russia, offer various options for solving this problem without harming guests.

The main way out of this situation is to conclude agreements with partner companies. Musakin A. notes that it is possible to organize a business hotel in furnished rooms and classify it at least 3 stars.

Finally, another trend that requires close attention is the expansion of the list of additional services during the holidays. On peak dates, especially around the New Year, competition between hotels intensifies and, above all, in the field of additional services. The most common are the following:

Organization of special winter excursion routes;

Inviting guests to participate in the performance of fairy tales;

Lotteries, prize draws, etc.

Given the fact that the holidays last for several days, many hotels offer packages that include accommodation, meals and a holiday program.

Moving on to international experience in organizing additional services, we note that we will rely on the experience of international hotel chains. In general, the classification systems of European countries are similar to the Russian Classification System. This fact is due to the fact that both the domestic System and the pan-European system “HotelStars”, which united most countries of the European Union at the end of 2011, took the French classification system as a basis.

The experience of international hotel chains is interesting, first of all, because large hotel corporations, including several brands of various categories, offer their own classification systems. Individual hotel brands are included in the coordinate system: the Y-axis indicates the price category of the hotel, and the X-axis indicates the breadth of the range of additional services. Thus, such an understanding is broader than simple categorization by stars and, in many ways, more understandable to the consumer. Let's take a look at a number of brands represented:

1. Pullman: represents the upper price category (upscale). In our practice, it corresponds to 4 stars. Pullman brand hotels are luxury business hotels. For example, the Pullman Paris Montparnasse offers its guests the most extensive conference services of any Paris hotel with free parking and wi-fi internet.

2. MGallery: also a high-end brand. It represents a group of so-called “boutique hotels” that offer exclusive service, location, and furnishings (as a rule, hotels of such chains are not bound by strict standards in design and range of services). MGallery hotels offer specialized packages for business travelers, gourmet restaurants, a city pass or a private city tour. The brand is focused on the most personalized, exclusive service.

3. Novotel: midscale brand. Offers a limited range of services with special packages for families, businessmen, weekends, and holidays.

4. Mercure: also a mid-price brand, aimed at business tourists (and, above all, group business events). Hence, all offers are related to conference services.

5. Ibis: the brand's hotels represent economy class hotels. Due to the diversity of their locations (airports, city centers, resorts), hotels offer different programs: for athletes, spas, conference services.

6. Motel 6: a brand of budget-class motels aimed primarily at motor tourists. Hotels offer a minimum range of services and special programs for students and retirees.

A similar distribution of brands exists in other international chains. For example, in Rezidor Hotel Group.

Thus, the Moscow hotels “Marriott Royal Aurora” and “Marriott Grand”, in order to increase profitability and mitigate the negative impact of the low season, introduced an additional food service - catering. It is in great demand in large cities and is minimal in cost. In these hotels, this service is actually an independent type of business and brings 15-20% of the income from the volume of all events.

At the same time, it is worth noting that the Park Inn by Radisson brand is the largest (by number of rooms) in Europe in the mid-price segment.

Concluding the review of foreign experience, we note that international hotel chains are actively penetrating the Russian market, introducing, in addition to standards, new types of additional services.

Summarizing the first chapter, we note that the services of accommodation facilities are divided into basic and additional. Basic, in accordance with regulatory requirements for accommodation facilities, means accommodation and food services (included in the room price). Additional services include a wide range of services, the range of which is determined by a variety of factors (seasonality, hotel category, its functionality, location). The main motivating factor for the introduction of additional ones is the increase in the income of the accommodation facility. Additional services have a significant impact both on increasing the hotel’s occupancy percentage and on increasing its total income (since additional services allow not only to retain guests for a longer period, but also to attract other groups of customers who will not stay at the hotel (local residents, corporate clients, etc.)).

Domestic practice shows that the range of additional services of Russian hotels, first of all, depends on the requirements of national legislation (GOSTs, Classification System for Hotels and Other Accommodation Facilities, Rules for the Provision of Hotel Services). These documents define both the requirements for a minimum set of free services, regardless of the hotel category, and the necessary list of additional services in accordance with the star rating of the hotel. Foreign practice of providing additional services has largely developed under the influence of international hotel chains, which have developed their own classification system for their hotels depending on price and range of services, which, in our opinion, allows for more objective segmentation in the hotel market, which ultimately makes the market more transparent for clients.

2. Analysis and assessment of the organization of additional and related services in accommodation facilities at the Polet Hotel

2.1 General characteristics of the hotel's activities

In 2009, a new hotel opened - “Polet”, it is located in close proximity to the international airport of the third capital. The hotel is located at the address: Kazan, Aeroportovskaya street, 3.

The mission of the Kazan Hotel Group company is formulated as follows: “We strive to become the best hotel company in Kazan, establishing and day after day improving high standards of national hospitality.” The company sets itself the following goals:

1. Approval of national hospitality standards within the Kazan Hotel Group.

2. Constantly increasing guest satisfaction and the number of regular customers.

3. Taking a leading position and obtaining the maximum possible share in the Kazan hotel services market.

4. Constant increase in the rate of revenue growth per room with priority to increase due to load.

5. Expanding market presence by increasing the number of market niches occupied.

The organizational form of the hotel is a limited liability company.

The main type (subject) of activity of “Flight” is the provision of services. The Company also has the right to carry out any other types of activities not prohibited by current legislation. The Company sells services at prices and tariffs established independently or on a contractual basis. Settlements with budgets and payment of other obligatory payments are made by the Company in accordance with the current legislation of the Russian Federation.

The main objectives of the Polet Hotel:

1. Providing residents with hotel services of appropriate quality, creating the necessary social, cultural and living conditions for them;

2. Ensuring the safety of life, health and property of consumers of hotel services, as well as environmental protection;

3. Rational use of the hotel’s material and technical base;

The main activities of the hotel include:

1. Providing rooms (beds in rooms) at the Polet hotel for temporary residence of citizens, as well as additional services in the form of catering services, communications, consumer services and other services that can be provided to residents.

2. Informing about the list of services, the price list for services, providing information about the form and procedure for payment for services, as well as information about confirming the compliance of services with the requirements of technical regulatory legal acts.

3. Organization of registration of documents necessary for check-in at the hotel.

4. Exercising systematic control over the correct collection of payment for hotel accommodation.

5. Timely consideration in the prescribed manner of proposals, complaints and applications of living citizens related to their household services, and taking the necessary measures to satisfy their requirements.

6. Ensuring timely and lawful raising of the issue of assigning a hotel to categories and hotel rooms to categories.

The Polet Hotel fully corresponds to its category of a four-star hotel. The room capacity is 60 equipped rooms of varying comfort - these are single, double, triple, quadruple rooms, suites, junior suites. Each room has a bathroom, shower, telephone, refrigerator, TV, in short, when you live here, you will not need anything and will not have to use common household items. A wide range of additional services is another important advantage of the hotel. So, on the territory of the hotel there is a pharmacy kiosk, a medical office, shops, a hairdresser, and paid guarded parking for vehicles. If you urgently need to get to the city center, the hotel's attentive staff will call a taxi.

For a comfortable, interesting stay for guests of the Polet Hotel, there is national television. You can relax peacefully in a cozy cafe or restaurant, designed for 200 visitors, where guests are offered a good menu with a variety of dishes and drinks.

Numerous delegations, both domestic and foreign, often stay at the Polet Hotel. If necessary, for holding conferences or seminars, the hotel administration is pleased to offer a comfortable conference room with 400 seats. It is equipped with the latest technological advances and is therefore an ideal place for business events. Finally, for the convenience of foreign guests, the Polet Hotel has a bank branch and a currency exchange office.

Perhaps the location of the hotel near Kazan International Airport may not seem the best option, since you may assume that it is always noisy there. However, this is absolutely not true. The hotel is located next to a forest belt and thanks to this, your holiday here becomes much more pleasant and relaxing.

Like all hotels, Polet offers a wide range of services: basic and additional, paid and free. Table 2.1.1 presents data on the cost of the main service - the cost of hotel accommodation.

Table 2.1.1

2.2 Analysis and evaluation of additional and related services at the Polet Hotel

Having analyzed the range of services offered at the Polet Hotel, I found out that they are divided into basic and additional, paid and free.

In particular, the hotel provides free of charge:

Handing correspondence to guests;

Morning wake-up (upon request);

Daily maid cleaning of the room, including making the beds;

Change of bed linen at least once every five days;

Change of towels at least once every three days;

Providing an iron and ironing board;

Storing valuables in individual safes in the rooms and/or in safe deposit boxes in the reception service.

Let's take a closer look at the additional services that Polet provides:

1. Services of the Business Center (located on the 3rd floor of the hotel). The hotel's business services include telephone communications with cities in Russia and around the world, fax, Internet access, copier, printer, scanning, laminating, typing in Russian and English and other services. Materials for work are provided - floppy disks, paper, stationery;

2. Fitness center services (located on the 5th floor of the hotel). The fitness center offers Finnish and Turkish baths, a jacuzzi, a gym and instructor services;

3. Organization of excursions;

4. Order and delivery of air and train tickets, as well as ordering tickets for all cultural and entertainment events in the city of Kazan, calling a taxi, flower delivery and much more;

5. Laundry and dry cleaning;

6. Executive limousine;

7. First aid station.

Guests can rent the following equipment:

computer,

Printer,

Fax machine,

TV,

Copier,

Screen, flip chart,

Sound reinforcement systems,

Microphones, etc.

The hotel is equipped with multi-level free parking, which helps turn moving around the city center into a pleasant walk.

The hotel complex also has a helipad.

Please note that accommodation and food services are considered essential services. At the same time, the share of food services in the overall structure of sales of hotel services is decreasing, while accommodation services are increasing. This is largely due to the weak promotion of food services among local residents. This is typical for Russian city hotels.

Thus, Polet LLC has prospects for successful progressive development, including the development and implementation of new additional services. It is important to constantly maintain the condition of the room stock at a modern level, guaranteeing the provision of amenities no less than in modern hotels of the same class.

It is important for the Polet Hotel not to miss the emergence of new leading technologies on the market. Of course, the new technology attracts additional attention to the hotel from businessmen, tourists, as well as organizers of high-budget IT conferences.

A stable financial position and the availability of free funds allows the Polet Hotel to invest in the development of additional services.

Thus, the Polet Hotel has financial, organizational and technical reserves to expand the list of additional services.

Conclusion

As a result of the work done, I understood in detail the various types of additional services as well as the methods of providing them, I learned that at the moment the hotel business is just developing, the process of providing hotel services is a rather complex, but well-organized and consistent set of actions. A system of measures that ensures a high level of comfort, satisfying the various household and economic needs of guests is called service in the hotel business. A hotel is an enterprise designed to provide people away from home with accommodation, food 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, level of comfort and other reasons. Additional services are an indispensable component of the activities of any hotel.

She also analyzed the organization of additional and related services at the Polet Hotel. And I found out that the Polet Hotel independently plans its economic activities. Providing residents with hotel services of appropriate quality, creating the necessary social, cultural and living conditions for them.

Drawing conclusions from the course work, I would like to note that currently additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. While remaining basic, the accommodation service is taken for granted by guests. The services that make this hotel stand out from others are of increased interest. In most cases, these services are additional.

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Free hotel services

Free Wi-Fi

It is difficult to imagine a hotel that would not provide its guests with Internet access. Typically, a wireless network can be used throughout the hotel, less often - only in the lounge area. Upon check-in, guests are given a password to log into the network. Some business hotels offer wired internet for those who use it as a work tool.

Without a bank card

Most hotels block or charge the card immediately after the client makes a reservation. Such measures are taken to protect the business from possible downtime. But many customers do not want to provide their card details to avoid becoming a victim of fraud. Also, not everyone agrees to part with their money even before arrival.

Therefore, hotels are constantly expanding the list of booking options without using cards. The most popular at the moment:

non-cash bank transfer;
payment in cash upon check-in;
use of electronic currency.

Pets allowed

Some hotels have conditions for comfortable and safe accommodation of pets. It is better to discuss the conditions of detention and the need for quarantine in advance with managers by email.

Free cancellation

In the fight for clients, hotels attract guests with special booking conditions. When a trip is planned in advance, there is a high probability that the arrival date will be postponed. In such cases, the free cancellation option is very convenient. It is valid subject to advance notification to the hotel administration. Usually three days before the scheduled date.

Smoking in the hotel

Legislation regarding smoking in public places is constantly becoming stricter. Smoking is strictly prohibited on the premises of many hotels. Violators should be aware that there are tobacco smoke detectors in the rooms. Therefore, heavy smokers are not recommended to take risks if they do not want to pay the fine and the cost of cleaning their tobacco room. Hotels that allow smoking either have smoking rooms or designated areas for smoking.

Free breakfast at the hotel

Breakfast is not included in hotel room options unless specified during booking. The higher the category or star rating of the hotel, the more varied the morning menu. Continental breakfast includes juices, hot drinks, scones with butter and jam. The famous English breakfast in hotels differs from the continental breakfast in the presence of scrambled eggs. The most popular option remains the buffet. The dishes offered are varied - from fruit slices to meat pates.

Paid services in hotels

Household appliances in the room

If the room does not have a hairdryer or minibar, it can be ordered additionally. Less often in hotels it is possible to take a kettle into your room. But when you need to put wrinkled clothes in order, you will have to go to a special room equipped for ironing.

an extra bed

If there are more guests than planned, you should ask for an extra bed in the room. This could be a small bed, a folding bed or a cot for a small child.

Work or leisure

Standard rooms do not have a comfortable table and chair. Therefore, for working guests there is a “workplace” option. Hotel services may even include a telephone with international direct dialing. And lovers of passive recreation can connect to some cable TV channels.

Events

You must pay a separate fee for entertainment, but sometimes hotels give guests tickets to shows, passes to the pool, and a wellness center. The most modern hotels offer more active leisure, after which you will leave not only pleasant impressions, but also useful skills. These could be handicraft master classes, culinary workshops, surfing or painting lessons.

The desire to earn excellent reviews forces hotels to invent new and improve existing options. They allow you to impress your guests with care, comfort and courtesy.

Try searching for hotels and services in them right now. Hotel listing pages will open in a new window

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

Additional services are services provided by a hotel enterprise to the consumer for an additional fee, with the exception of free additional services. Additional types of services are divided into additional free services and additional paid services. The “Rules for the provision of hotel services” regulate the list of additional services that the hotel enterprise is obliged to provide to the consumer without additional payment. This list includes the following services:

- Call an ambulance.
- Use of a first aid kit.
- Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the guest’s request.
- Delivery to the correspondence number upon receipt. Guest mail may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail, and personal notes left for guests. The classification system for hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including the delivery of correspondence. For guests staying in all 4 and 5 star hotels, the dispatch and delivery of registered mail is provided; and for guests staying in a 5-star hotel there is also telefax delivery. All correspondence received in the name of guests is stamped. The stamp indicates the time and date of receipt. Mail is usually placed in a special box at the reception desk. The guest must be immediately informed of the receipt of correspondence addressed to him. If correspondence was received before the guest’s arrival, a note about this must be made in the room reservation log and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests may also receive registered letters, express parcels or other mail that requires a signature upon receipt. This signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after a guest's departure must be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety for registered mail, integrity for parcels; Each type of mail requires its own standard procedures.
- Wake up the guest at a certain time. Very often, guests need a morning wake-up call. When a client requests a wake-up call, the administrator must fill out a “Wake-Up” service form. The administrator on duty is responsible for providing this service. A big advantage for a hotel is to be equipped with an automatic wake-up system, since even for a small hotel, waking up with the help of a telephone operator can be a problem, since most guests ask to be woken up at the same time - 7 o'clock.

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

- Preparation and delivery of tea and coffee to your room (not including the cost of tea, coffee, sugar).
- The provision of a baby cot in the room is carried out by the housekeeping service.
- Call a taxi from the city taxi service. When a taxi order is received from the city service, the hotel administrator who accepted the order must fill out the “Order a Taxi” service form. The administrator on duty is responsible for the performance of this service.
- Carrying hand luggage at the request of the guest. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first responsibilities of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid for with tips - the hotel organizes a queue of bellboys in order to receive the same tips.
- Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception service or information desks located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To make it easier for their consumers to navigate, some hotels publish and provide information guides to guests. Such directories usually include simplified maps of the city, telephone numbers for taxis, airports, train stations, banks, churches, various shops, schedules of the most important, recurring events and other information. A computer information terminal is installed in the lobby of some hotels for this purpose. This ensures that guests are less likely to distract staff from their main work and save their time.

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

Let's look at the main ones.

Domestic services:

1. Laundry services (washing, dry cleaning, ironing, clothing repair). If a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about this. Orders for clothing repairs are processed in a similar way. Laundry and cleaning order forms are available in each room. There are also instructions on how to hand over your clothes for washing. Items handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry operating hours: washing and ironing open seven days a week, dry cleaning all days except Saturday, Sunday and holidays. An iron and ironing board can be rented upon request.
2. Urgent repairs and shoe cleaning. Many hotels have shoe repair shops. Shoe cleaning machines are installed in the lobbies of upscale hotels.
3. Storage of personal belongings of residents:

Luggage storage. When accepting items, the employee responsible for this area of work records the guest's name, room number, number of pieces of luggage, luggage storage period and issues a corresponding luggage token. As a rule, storage of hand luggage of no more than two pieces is provided free of charge; storage of large items is subject to a fee according to the tariff.

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

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

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

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

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

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global unified computer reservation system. Airfare accounts for the bulk of bookings. Booking tickets for various types of transport is carried out with the help of travel companies, usually located in the hotel lobby, or the travel company has direct contact with companies providing ticket booking services.

2. Car rental. The provision of this service is subject to certain requirements. The tourist must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and driver's license (Russian or international). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only with a credit card. The rental price depends on the class of the car. Before signing a car rental agreement, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, rental fees include: unlimited mileage of the car; delivery of a car to a tourist within the city; repair or replacement of a vehicle in the event of a technical malfunction (except for damaged tires, windshield or engine); full insurance in case of a traffic accident not due to the driver’s fault (if at the time of the traffic accident the driver was intoxicated, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance for passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

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

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued and given to the driver. The hotel's own taxi service is organized if the hotel has its own parking lot and garage for vehicles. All cars have a hotel logo (name, emblem), taxi service telephone number, and so on. As a rule, each hotel provides parking services, since many clients travel in their own cars.

Business services. Business center services:

- use of satellite long-distance, international telephone and fax communications;
- copying, laminating, stitching;
- providing the guest with a computer for use or installing a computer in the room (at the guest’s request), performing work on the computer;
- provision of translation work (written translation, simultaneous interpreter services);
- provision of secretary and stenographer services;
- editing;
- rental of video and audio equipment;
- ability to work on the Internet;
- rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open 24 hours a day or on weekdays from 7.30 to 23.00, on weekends and holidays from 9.00 to 200.

Service bureau services include:

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

Sports and recreation services:

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

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

Communication services. Telephone city, long-distance and international communications must be carried out around the clock. Sometimes telephones installed in rooms are equipped with a signal indicator light, this is a conventional sign that there is a message addressed to the guest at the reception service. These conventions must be known to hotel residents.

You can also highlight trade services provided by various retail outlets located on the hotel premises.

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

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

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

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

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

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

1. Extending the scope of interests of the hotel business to products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). The development of such segments of the hospitality industry as the entertainment industry, including gambling, theme parks, and convention activities, has turned previously unattractive resort and tourist areas into fashionable tourist destinations.
2. The growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If previously the differences between hotels of different classes were significant, now the bar for the “lowest standard” has been significantly raised: even fairly cheap hotels provide high-quality service and a minimum set of amenities.
3. Strengthening the specialization of the hotel business makes it possible to more clearly target certain consumer segments, taking into account various characteristics. Thus, taking into account the price level, three segments were clearly defined - low (budget), medium (economical) and high (luxury). In addition, segmentation is carried out by purpose of travel, by age, by type of work activity of consumers and by other characteristics.
4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

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

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

- search for your own competitive advantages;
- creating a stable clientele through the ability to find your consumer;
- searching and creating new ways of development, constantly updating our own policies, taking into account the dynamically developing market of hotel and tourism services.