Types of additional services in hotels. Providing additional services at the hotel

When we intend to go on vacation, we sometimes don’t even think about how travel agencies and hotels organize our leisure time in such a way that we don’t need for anything. When it comes to planning a hotel business, the question arises of what types of hotel services to offer to guests. The next question is what to provide for free and what for an additional fee. In this article we will talk about organizing the work process in a hotel.

Types and types of services in the hotel

Hotel service is divided into basic, additional and individual types of services. Depending on the wishes of the hotelier and the level of the competitive environment in a given region, this service can be either absolutely free or for an additional fee.

There are a number of basic services in a hotel, enshrined at the legislative level, as those benefits that should be provided in all hotel establishments, as free. It is necessary. Their list:

If necessary, call an ambulance
Availability and 24/7 access to a medical kit
Delivery of letters, newspapers and other correspondence intended for the guest
Waking up the guest at the appointed time
Availability and access to boiling water, scissors, needles and threads
Using one set of dishes and replacing them

Regardless of the concept of the hotel enterprise, your hotel must provide these services. However, everyone understands that if the hotel provides only this, its rating will leave much to be desired. In the conditions of fierce competition between hotels and hotel chains, it is necessary to be “in trend” and anticipate the needs of guests.

So, just a few years ago, those rare hotels that allowed guests to use the distributed Internet without charging an additional fee received their bonuses and benefits in the form of additional clients.

Today, the websites of hotels, chains and booking resources are full of banners with the words “free” and “as a gift”. Competing with each other, hotels try to provide a unique service to their guests, or standard types of paid services - free of charge.

Most common paid services in hotels:

Offer of group and individual excursions
Personal translator and guide
Sale of tickets for cultural events
Currency exchange
Repair of clothes, shoes, dry cleaning and ironing
Souvenir products
Rent of space for business meetings and conferences
Saunas, baths, spas, massage parlors, beauty salons, hairdressers
Purchase and delivery of flowers
Taxi ordering

Of course The more services a hotel offers free of charge, the greater its chances of becoming a leader and customer feedback. Developing good reviews is a long, expensive and labor-intensive process. High quality service, like nothing else, can help in this matter.

Today, it is considered bad form to offer a certain range of services for an additional fee. The once expensive Internet, in our time, must be freely accessible to everyone. Detailed consultation with a reception specialist about events taking place in the city; about how to get to the place the client needs and back; about the possibility of saving money in the city and other useful information is provided free of charge. Calling a taxi to the hotel should not be paid for with anything other than a tip, maximum.

Hotels with a considerable number of stars on their facades cannot afford to forget about an individual approach to persons of special importance. These could be people useful to the business, or simply wealthy guests. If personal services are provided in exceptional cases, their availability will not become financially attractive, but it will create a certain reputation for the hotel company, which is important.

Personal services include, among other things, an individual hotel employee accompanying the guest throughout the entire period of his stay. His responsibilities include consultations on all issues, finding solutions of any complexity in order to satisfy the wishes of a discerning client.

A good option for an individual approach to the guest are small gifts, pleasant souvenirs to remember their stay at your hotel. This can be any souvenir product, for example, chocolates from a local factory with your company logo. This inexpensive and modest gift will emphasize the level of service in your hotel and will make even the most strict guest smile.

Most modern hotels are developed complexes offering consumers a variety of services. 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 type.

Paid additional services (APS) are divided into:

for communal services (washing, dry cleaning, ironing and minor repairs of clothes, cleaning and repairing shoes, watches, suitcases, equipment, storing luggage and 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 (parking lot, garage, minor vehicle repairs);

tourist (excursion);
sports and recreation;
medical;
postal.

The material and technical support of the hotel, the list and quality of services provided must meet the requirements of the category assigned to it. Hotels that provide additional services independently have a large and diverse staff of professionals.

In addition to the main ones, these are medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are supplemented by gyms, 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 call at the appointed time; calling an ambulance; using a first aid kit; delivery to the correspondence number.

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

Some services - beach, swimming pool, gym, etc. - are paid before use, others - meals, telephone calls, etc. - after they have been provided.

Documentation of the PDU is carried out on the basis of the price list. Order No. 121 of the Ministry of Finance of the Russian Federation dated December 13, 1993 approved standard forms 12-G “Receipt No. for the provision of additional paid services” (Appendix 4) and 11-G “Parking” (Appendix 5). Receipts are issued in two copies (the first is submitted to the accounting department, the second to the payer) and are strict reporting forms. They are issued by the staff providing the services when fees are collected. At catering establishments an invoice is issued. If the service is paid through the central cash desk (at the reception service), the invoice can be issued according to the standard form 3-G or 3-GM. All services are recorded in special journals. The form of entries in them is determined by the hotel itself. For example, in the register of communal 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) signature of the employee who provided the service, 9) signature of the accountant.

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

The following information must be located in the reception and accommodation service in a convenient place for viewing: a list and price of additional paid services; extracts from the state standard establishing requirements in the field of service provision; list of services included in the room price; information about the form and procedure for payment for services.

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

Enterprises that rent premises in hotels take part in providing services to residents. This could be a bank branch, shops, restaurants, cafes.

Relations between the parties are based on agreements that comply with the Civil Code of the Russian Federation. Lease (Chapter 34 of the Civil Code of the Russian Federation) is a property rental agreement. The lessor (lessor) undertakes to provide the lessee (tenant) with 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, and vehicles can be leased. If the lease agreement does not contain information about the property being leased, it is considered invalid. The lessor can be the owner of the property, as well as persons authorized by law or the owner to lease the property.

A real estate lease agreement is concluded in writing. A real estate lease agreement is subject to state registration.

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

amounts of payments made periodically or at a time;

the established share of products or income received as a result of leasing property;

provision of certain services by the tenant.

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

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

Organizing additional services in hotels is an effective way to combat competition. This is another source of profit and an opportunity to improve the quality of service. An up-to-date offer of additional services will benefit the image of the entire business.

In this article we will look at the most current ways to increase the income of hotels and other accommodation facilities by organizing additional services. This is a general list from which every entrepreneur can compile a list of ideas suitable for implementation.

Additional service #1 ➨ Rental of space for business and events

If there is free space and your own restaurant, it is possible to hold various banquets and animated events. This service will significantly expand the target audience of the hotel or other accommodation facility. So, for example, having rented a restaurant for a banquet, it is highly likely that city residents will then become its regular visitors.

In the hall it is possible to install vending machines, souvenir shops and tourist departments. The guest will thus be able to find all the necessary information immediately within the hotel’s walls, which will have a positive effect on reviews and the level of service.

Large hotels practice opening their own beauty salons and spas, swimming pools and gyms, or rent out space for them.

Additional service #2 will increase profits ➨ Cooperation with third parties

The most popular cooperation is with taxi services and excursion companies. Food delivery to your room is popular, especially in mini-hotels and hostels where meals are not provided. Cooperation with travel agencies will provide an additional flow of tourists and tour groups to fully fill the hotel during the season.

An advantage will be agreements with the information service, which will allow guests to be aware of all events and activities planned in the capital. It is possible to create your own information service. To fill and update it, one employee is enough; the coordination of tourists will be carried out by hotel administrators.

Additional income will also be provided by service #3 ➨ Ticket booking

We are talking about organizing transfers, booking plane and train tickets, and bookings for cultural events. Booking services are closely related to the advertising of certain events. Advertising can be carried out on the following favorable terms: mutual offset, advertising of the accommodation facility as a partner of the event, or advertising on a paid basis.

Popular service to increase profits #4 ➨ Development of entertainment infrastructure

The creation of a bar, restaurant, billiard club, night club and holding animated events on their basis will provide an additional flow of visitors at the expense of city residents. An important condition is good sound insulation, or the placement of halls separately from the hotel or hotel rooms.

It is also possible to organize master classes and performances here. All this will diversify the leisure time of vacationers, attract local residents and increase profits.

Modern way to earn extra money #5 ➨ Cooperation with corporate clients

Recently, this service has become quite popular in Moscow. Corporate clients use a whole range of additional services that will significantly increase profits.

Corporate clients ensure the hotel's occupancy during low seasons. Their main requirement is the placement within one hotel of everything necessary for corporate events: halls for trainings and conferences, a minimum of office equipment for work, powerful Wi-Fi, a banquet hall, transfer.

Service #6 will provide advertising and profit ➨ Organization of forums and trainings

This can range from simply renting a conference room to accommodating event guests and additionally organizing their leisure time. As part of such events, participants from different cities are expected to be accommodated. This work is in many ways similar to cooperation with corporate clients. However, the target audience is wider; if the event is covered in the media, business advertising is provided. Cooperation with forum organizers is possible on a partnership basis.

Additional earnings will be affected by service #7 ➨ Exclusive offer

In modern realities, the choice of additional services is practically unlimited. Moreover, it makes sense to focus not only on guests, but also on city residents. Providing exclusive services can become the calling card of a hotel or other accommodation facility. If you decide not to open a new business, but

The hotel business is a separate sphere that provides for the provision of intangible services to guests. The hotel industry is inextricably linked with the field of tourism in the country and business tourism. Optimal, well-established functioning of a modern hotel is impossible without increasing the number of services provided, since development will certainly entail increased costs and the need to improve the quality of service. The main product of hotels

The direct purpose of each hotel is to accommodate clients in decent, well-appointed rooms. This is the hotel's main product. In order to create a service, it is necessary for the client to interact with the hotel staff. The service is intangible, since it is needed to meet the needs of guests for accommodation for a strictly defined period. That is, the time interval for check-in, as well as the completion of the location in the hotel room, is documented. That is why every hotel should be ready to present blank hotel receipts to the client. Checks are made using cash registers available at the hotel. This is the best proof of accommodation on a business trip.

The profitability of the hotel business is directly affected by seasonality. The quality of guest service may vary. However, hotel management is advised to ensure consistency of quality, as dissatisfied guests will happily spread negative impressions to friends, colleagues and relatives. Regardless of the season, the number of guests staying here during a business trip does not change. Hotel staff are required to record the time interval of the client's stay in the room. In order to subsequently calculate travel allowances after the end of a business trip, a person will need reporting documents for travel allowances. While living in another place during a professional trip, a person thinks about where to buy travel allowances. In Moscow there are proposals for the sale of checks.

Receipts for hotel services are a reliable, official document that is issued upon request by any hotel. Travel reporting documents are required in every company whose field of activity is directly related to business trips. There are many similar organizations, so specialized companies have appeared where you can. Hotel checks with confirmation in Moscow are offered by various organizations; it is important to choose a trusted and responsible one.

Types of hotel services

Hotel services are classified into basic and additional. The main ones are the provision of cozy rooms of several categories, differing in different levels of amenities. They can be equipped with different types of household appliances. The cost of living depends on the convenience criterion. Additional hotel services are of interest to guests. When concluding an agreement, the entire range of services provided by the hotel to the guest is prescribed. It is mandatory for a person to receive residence checks. People going on a business trip for the first time may not know what document is used to document travel expenses? A receipt is the main evidence of payment for hotel services. Payment can be made in different ways - daily, hourly according to an agreement with the hotel staff.

Business travel is on the list of job responsibilities of many people. What documents are required for the duration of the trip? It is best to advise the company's management on this issue.

Introduction.

1.Rules for the provision of hotel services in the Russian Federation

1.1 Hotel classification

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Room management service;

Administrative Service;

Catering service;

Commercial service;

Technical Services;

Auxiliary and additional services.

2. Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In conditions of market relations and especially in the transition period to the market, tourism is one of the dynamic sectors of the economy. The high pace of its development and large volumes of foreign exchange earnings actively influence various sectors of the economy, which contributes to the formation of its own tourism industry. The tourism sector accounts for 6% of the world's gross national product, 7% of global investment, and every 16th job. In Russia, the tourism business is developing rapidly. And now, during the transition to a market economy, it is very important to apply modern management methods.

At the moment, there is a lot of literature on this topic by foreign authors; Western countries have accumulated vast many years of experience in management of hotel enterprises. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not very many monographs by domestic authors on the research problem, in which one could find proposals for creating a Russian system that meets our Russian realities. Studying foreign experience in the hospitality industry certainly plays a big role in improving the quality of guest service. It is very difficult to demand high quality customer service from service personnel if they have a vague idea of what requirements for the level of modern service are made by visitors.

The purpose of writing this course work is to consider and study the problems of service quality in the management of a hotel enterprise. The relevance of this study is determined by the need in the current conditions of transition to market relations to find better management solutions and improve management in the hospitality industry. Consideration of factors influencing the quality of hotel services is aimed at increasing the level of service and efficiency of production of hotel services. The development of market relations causes the emergence of new tasks, which necessitates improved management. It is important for hotel managers to understand the need to constantly improve service quality management, pay attention to its expansion, reconstruction of premises, introduction of the latest technologies, etc.

In accordance with the stated goal, the following tasks are solved in this work:

definition of the concept of quality in the hospitality industry;

detailed consideration of factors influencing the quality of hotel services;

The subject of the study is……..

1.Rules for the provision of hotel services in the Russian Federation

Approved by decree of the Government of the Russian Federation

I. General provisions

1. These Rules have been developed in accordance with the Law of the Russian Federation “On the Protection of Consumer Rights” (Gazette of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Art. 766; Collection of Legislation of the Russian Federation, 1996, No. 3, Art. 140) and regulate relations in the field of providing hotel services (hereinafter referred to as services).

2. The basic concepts used in these Rules mean:

"hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services;

“consumer” - a citizen who intends to order or orders and uses services exclusively for personal (household) needs;

“performer” is an organization, regardless of its form of ownership, as well as an individual entrepreneur providing services to consumers under a paid contract.

II. Information about services, procedures for registering a hotel stay and paying for services

3. The Contractor is obliged to bring to the attention of the consumer his company name (title), location (legal address) and operating hours. The contractor places the specified information on the sign.

The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.

4. The Contractor is obliged to promptly provide the consumer with the necessary and reliable information about the services, ensuring the possibility of their correct choice.

The information is placed in the room intended for registration of residence, in a place convenient for viewing and must include:

these Rules;

information about the performer and his contact phone number;

certificate of assignment to the hotel of the appropriate category, if the category was assigned;

information about the certification of services subject to mandatory certification (certificate number, its validity period, information about the body that issued it);

information about the license number, its validity period, the authority that issued the license, if this type of activity is subject to licensing;

extracts from the state standard establishing requirements in the field of service provision;

price of rooms (places in the room);

list of services included in the price of the room (places in the room);

list and price of additional services provided for an additional fee;

information about the form and procedure for payment for services;

maximum period of stay in a hotel, if it is established by the contractor;

procedure for staying at the hotel;

information about the operation of public catering, trade, communications, consumer services, etc. enterprises located in the hotel;

information about the consumer rights protection body at the local administration, if such a body exists;

information about the parent organization.

The Contractor is obliged to ensure that each room contains information about the rules of accommodation in the hotel, fire safety rules and rules for the use of electrical appliances.

This information must be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages of the constituent entities of the Russian Federation and the native languages of the peoples of the Russian Federation.

5. The Contractor is obliged to ensure the provision of benefits when providing services to those categories of citizens for whom such benefits are provided for by laws and other regulatory legal acts.

6. The Contractor has the right to enter into an agreement for the reservation of places in a hotel by drawing up a document signed by both parties, as well as by accepting an application for reservation through postal, telephone and other communications that make it possible to reliably establish that the application comes from the consumer.

If the consumer is late, he will be charged, in addition to the reservation fee, also a fee for the actual downtime of the room (space in the room), but not more than one day. If you are late by more than a day, the reservation will be cancelled. If the consumer refuses to pay for the reservation, his/her accommodation at the hotel is made on a first-come, first-served basis.

7. The contractor - a commercial organization is obliged to conclude an agreement with the consumer for the provision of services, except in cases where there is no possibility of providing services, including if the constituent documents of the contractor or a civil contract concluded with him provide for the obligation of the contractor in a certain order to provide services to the relevant categories of persons.

8. An agreement for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, or other document drawn up in the prescribed manner and confirming the identity of the consumer.

When registering a stay in a hotel, the contractor issues a receipt (coupon) or other document confirming the conclusion of an agreement for the provision of services, which must contain:

name of the performer (for individual entrepreneurs - last name, first name, patronymic, information about state registration);

last name, first name, patronymic of the consumer;

information about the room provided (place in the room);

price of the room (places in the room);

other necessary data at the discretion of the contractor.

9. The Contractor has the right to set a maximum period of stay in a hotel, the same for all consumers.

10. The Contractor must provide round-the-clock registration of consumers arriving at and departing from the hotel.

11. The Contractor does not have the right to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for in the contract.

It is prohibited to condition the performance of some services on the mandatory provision of other services.

12. The price of the room (place in the room), as well as the procedure and form of payment are established by the contractor.

The contractor may set a daily or hourly rate for accommodation.

The Contractor determines the list of services that are included in the price of the room (place in the room).

13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day, local time.

When placing before check-out time (from 0 to 12 o'clock) no fee is charged.