What services does the hotel provide? Basic and additional services in hotels. Technology for providing additional services in a hotel. International classification of hotels

INTRODUCTION

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. A hotel achieves its main advantage when it effectively uses the number of rooms and offers a range of additional services that takes into account both the needs of residential clients and clients from the street.

GOAL: to identify the segment of additional services and determine the target audience using additional services

identify the most important services for hotels;

Compile a list of additional services being introduced;

Analyze services in four and five star hotels;

Identify the requirements of the target segment for the development of additional services;

Make arrangements for organizing additional services.

SUBJECT OF RESEARCH: identifying the requirements of the target segment for the development of additional services.

THE OBJECT OF THE RESEARCH is hotels, using the example of which a comparative analysis was carried out.

The RELEVANCE in this topic is due to the fact that additional services make up the third part of the hotel’s profitability, after income from the room stock and food service, and are competitive for hotels.

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.

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.

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. That is why, firstly, there is a need to expand the existing range, and secondly, to adapt it to the consumer segment that the enterprise is focused on. Thus, increasing efficiency and creating favorable conditions for the development of the hotel business is possible only if there is a well-established technology for creating and introducing additional services.

ROLE OF ADDITIONAL SERVICES IN A HOTEL. MAIN TYPES

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

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, level of comfort and other reasons. Most often, hotels offer their guests the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, herbal bar), grocery and souvenir shops, and vending machines.

You can spend your free time and relax in a disco, casino, nightclub, slot machine hall, video game hall, billiard room and bowling alley. For lovers of active recreation, hotels offer the services of a sauna, steam bath, massage room, and swimming pool (outdoor, indoor and children's).

Similar services also include: gyms, playgrounds, mini-golf, gym, golf, basketball, volleyball, table tennis, tennis, stables, beaches on the sea, lake, river coasts, as well as equipment for water and underwater sports sports

You can also visit a beauty salon, hairdresser, and also use the services of a first-aid post, a storage room, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (airplane, train, bus, taxi, etc.), and a travel agency. and excursions, car rental, parking and parking, garage, shoe shine. For business people, the following facilities are available: a meeting room, a concert hall, business centers, a copy machine, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.

The list and quality of paid additional services must meet the requirements of the category assigned to the hotel.

Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by the presence of a huge list of additional services:

Catering services (bar, restaurant, cafe, buffet, beer bar);

Shops (souvenir, grocery), vending machines;

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

Excursion services, guide-translator services;

Organizing the sale of tickets to theaters, circuses, concerts, etc.;

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

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed materials;

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

Beauty salon services;

Sauna, bathhouse, swimming pools, gym;

Rent of meeting rooms, conference halls;

Business center services;

Other services.

A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you cannot force services. In accordance with the “Rules for the provision of hotel services in the Russian Federation,” 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 also prohibited to condition the performance of some services on the mandatory provision of other services.

The list of services depends on the hotel category. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. However, everywhere they should strive to ensure that the range of services fully meets the needs of guests.

Businesses providing services must be located in an accessible location (most often on the ground floor). There should be information in the lobby, on the floors, in the rooms about how and where to get services, and the opening hours should be convenient for guests.

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

Booking services

Hotel booking services are widespread all over the world and provide all the necessary hotel services for a comfortable stay for tourists and businessmen in another city. Hotel booking is a fairly popular service today. By booking a hotel through a booking organization, the client solves several problems at once. Firstly, you don’t need to look for available hotel rooms on your own. The reservation service operators will do this work for you. Secondly, hotel reservations are guaranteed, and the client can be sure that the room will be prepared for his arrival. Thirdly, in addition to booking a hotel, you can also order a number of related services.

Registration, applications and hotel reservations are made by phone or on the reservation service website. You can also send your Application by email. An application for booking hotels does not oblige the client to anything, since by ordering a room in advance, you can pay for it a few days before departure or cancel the reservation. In order to book a hotel room, the client needs to decide in which category of hotels he would like to stay. In addition, the reservation application indicates the customer's last name, first name and patronymic, and his contact information. If the customer has wishes for additional services, comments on the choice of hotel, etc., then this must also be indicated. Also, when booking a hotel, be sure to clarify whether the price of the room offered to you is indicated including breakfast and other meals or whether it is paid separately.

According to existing rules, confirmation of a hotel room reservation by the service or reservation center occurs on the day the application is received from the client, but no later than 24 hours later. The booking confirmation must include the reservation number. If it is impossible to confirm a hotel reservation that meets the conditions of the client’s order, he is offered other accommodation options. When booking a hotel, you need to know that the estimated time for the start of service in each hotel is set independently and must be clarified when booking a room. The estimated end time for service in hotels is 12 noon. Departure later than checkout time is usually paid additionally.

There are rules for canceling reservations at hotel booking services. These may vary depending on the requirements of the hotels. According to existing rules, in order to change a reservation or cancel it, you must inform the reservation service no later than three days before the date of expected arrival. In case of no-show or late cancellation (less than 24 hours before arrival), the client will be charged a fine (according to global hotel booking practices) in the amount of the cost of one night's stay at the hotel. Reservations can be made either in cash or by bank transfer. Clients of reservation services are also provided with information about discounts, special offers and various promotions taking place in hotels.

For example, many reservation services provide their clients with discounts of 1 to 5 percent when booking a hotel online on the reservation service's website.

It is also common practice for reservation services to provide for sale offers for so-called “last minute” rooms in hotels of various price categories, and also offer rooms during periods of high hotel occupancy, when there is the greatest likelihood of unavailability.

Disputes may arise between the client and the hotel reservation service. Such issues are resolved in accordance with the legislation of the Russian Federation.

For example, the client may not use the provided service in full if he terminates the use of the services early. That is, in the case when the client has booked a certain number of days and paid for his hotel accommodation, but for some reason is forced to interrupt his stay at the hotel ahead of schedule. In this case, upon a written request from the client, the hotel reservation service may refund him the amount of the cost of accommodation and meals at the hotel for the unused number of days. All client claims against the hotel reservation service must be submitted in writing no later than 20 days after termination of use of the hotel services. Before using the services of hotel reservation services and centers, you must carefully read the information on the websites of these companies.

Before making a hotel reservation, the client must read the information on the conditions of booking and cancellation of the order.

Contacting services and centers that professionally deal with hotel booking will help save not only the client’s time and money, but will also eliminate unnecessary fuss and uncertainty.

Booking conditions vary from hotel to hotel. To avoid misunderstandings, these conditions should be explained in detail to clients when contacting the hotel.

The process of processing an accommodation request letter and issuing a booking confirmation is as follows:

Upon receipt of an accommodation request letter, a reservations department employee fills out the appropriate form or enters the most important data from the accommodation request letter into the room reservation log. Next, he registers the request in the hotel’s electronic reservation system and assigns a serial number to it. All reservations must be entered into the computer system within 1-2 hours. Based on the entered information, a long-term hotel occupancy schedule is generated.

When registering a reservation request, special attention should be paid to the type of reservation and form of payment. For a guaranteed reservation, the application must indicate payment document details that guarantee receipt of payment for the room in the event of a guest’s no-show or late cancellation of the reservation by the client. The more information is entered into the electronic booking system, the better and faster the check-in and check-out process will be.

A reservations department employee prepares a reservation confirmation, which includes all the necessary data. The confirmation number will be the same number under which the application for placement was registered. As a rule, hotels already have booking confirmation forms. They can be forms already included in the electronic booking system, or printed forms. Reservation confirmation must be made in the same language in which the accommodation request was made. The text of the booking confirmation largely depends on the type of booking.

For a guaranteed reservation, the guest's waiting period is indicated, after which penalties apply in the event of late cancellation of the accommodation order or non-arrival at the hotel. For non-guaranteed reservations, the time until which the guest can expect to receive the room he has reserved is indicated. As a rule, the booking confirmation text begins with a thank you for choosing this hotel.

The hotel business is the sphere of providing various services of a tangible and intangible nature. It is closely related to the degree of development of business tourism and leisure in the country.

Actually, the tourism business cannot exist without hotel enterprises. Its development entails an increase in the share of regular income and, as a result, leads to an expansion of the list of services provided, and most importantly, to an increase in the quality of service.

hotel activities

Types of hotel services

There are basic and additional services at the hotel. They, in turn, can be free or paid. The main ones invariably remain accommodation and food for clients. The main element of accommodation is hotel rooms. They come in different categories and functional purposes and are used for work and leisure of clients. Tourists on vacation use hotel rooms primarily for sleeping. Therefore, the obligatory attributes in them are a bed, a bedside table or night table, a chair or armchair, a wardrobe, and a waste basket. In addition to the above, business rooms contain appropriate furniture and equipment for work.

The category of rooms is determined by the components of the comfort level. There are many evaluation criteria - the condition and technical equipment of the room, amenities, food establishments, surrounding area, access roads and more. There is no uniform classification by class in the world, because in different countries the understanding of the level of comfort is different, and the rating systems are different. Generally accepted criteria are location, capacity, functionality, duration of operation and length of stay of customers, food provision, and price level. Accommodation and food services are perceived by clients of different categories as commonplace. But additional and related services in the hotel distinguish it from other enterprises of a similar type and are the subject of increased interest among tourists.

Registration and payment for basic services

Comfortable hotels provide round-the-clock and daily reception and registration of clients.

When drawing up an agreement, the list of services that are included in the payment for the room and additional services in the hotel, provided for an additional fee, must be specified. Hotel employees do not have the right to provide services for a separate fee not from the list or replace one service with another without the consent of the client. And the guest has the right not to pay for such a service. The price for staying in a room, the procedure and form of payment are set by the contractor. The consumer cannot appeal against them without significant reasons. It is possible to pay by the day or by the hour, indicating that appropriately certified hotels are developing a list of preferential categories of clients and payment procedures for them. All of the above information and additional services provided by hotels, as well as telephone numbers of higher-level organizations, rules and laws, certificates, instructions, information about the work of enterprises located in the hotel and other important information should be conveniently placed for clients to familiarize themselves with in the room where the contract is drawn up.

Services included in the room rate

Payment for hotel accommodation above third class usually includes:

• Services for booking a room directly at the reservation department, by phone or via the Internet.
• Organization of various payment methods for the room and correct invoice preparation.
• Very important obligations that the security service of a hotel enterprise undertakes is to ensure the safety of residence and the safety of personal belongings in the room or luggage compartment, and for luxury hotels there should be a safe in the rooms.
• Organization of information service, porter, porter services.
• Organization of maid services, i.e. room cleaning.
• The room rate includes the cost of toiletries in the bathroom and satellite TV.
• Organization of meals from morning coffee to all inclusive.

The higher the class of the hotel company, the longer this list and, naturally, the more expensive the accommodation service.

Additional free services

Additional services may be provided free of charge at the hotel. Medical assistance services or the use of a first aid kit are mandatory. Optional services include currency exchange services, quick check-in and check-out services, provision of equipment for special categories of clients, such as people with disabilities; concierge, delivery of newspapers and magazines to your room, telephone, internet. These additional services in a first and second class hotel may not be available or may be provided for an additional fee.

Additional services for a fee

Tourist complexes and full-service hotels with high and medium levels of comfort provide a large range of services that are paid separately. The organization of additional services in the hotel is carried out to satisfy the most diverse requests of its guests. In the hotel business this is called service. This type of service is built on the principles of supply and demand. The technology for providing additional services in a hotel is such that the staff are in no way imposed, but rather offer new services, and the client, in turn, chooses what he needs. A list of these services with prices and opening hours of the companies providing them is usually provided in high-comfort hotels to clients upon check-in; it is in the room or at the reception desk on the floor. Hospitality industry enterprises need to strive to ensure that the available additional services in hotels fully satisfy the needs of customers. In the hotel, they should have a convenient location for tourists and optimal opening hours. The staff of these enterprises must work with various services of the hotel or tourist complex in a common desire to provide their services in the best quality.

Possible list of additional services

It is clear that the list and additional services themselves are different in hotels of different classes, but the main ones are usually similar.

• First of all, these are the services of catering enterprises: buffets. For these enterprises, it is important that the client has the opportunity to have a snack at any time of the day. Services of grocery and industrial stores and souvenir shops.

• No less important are the services of entertainment enterprises, discos, and night clubs.
• Transport services include booking tickets for all types of transport, ordering a taxi and any vehicle, and car rental.
• Consumer service enterprises. There is a very large list of paid services. Firstly, everything related to the repair of clothes, shoes, and equipment. Rental from a kettle to the latest electronics and an exercise bike. Storing expensive items. There is definitely a hairdresser or salon, often with a massage room, and much more.

• Clients of tourist complexes have at their disposal a bathhouse, a sauna, a health complex with a swimming pool and a gym.
• Additional services are provided in hotels for tourists traveling with the whole family. They often use the help of a nanny or teacher who can communicate in their children’s native language. They provide animal care and supervision to owners traveling with their pets.

Everything for combining leisure and business meetings

For tourist hotel complexes, a separate list includes the services of excursion service enterprises. This part contains everything from information about available trips to organizing them in full with a guide-translator. For business clients and business meetings, hotels provide the services of conference rooms, business centers, and meeting rooms. And in the evening, trips to the theater or concert hall are organized for them.

Unusual services

And then there are rare and unusual services that are the hallmark of some hotel businesses. Such hotels have their own clients. For example, those who like to sleep soundly in complete silence can go to New York. The administration of The Benjamin Hotel and special night concierges take care of the guests' sleep. The floors and steps in the corridors are covered with soundproofing carpets, and after midnight no fly will fly by, you can sleep peacefully. And if you are a young couple and want to have your wedding in a special way that will be remembered for a lifetime, you can contact a travel agency, and they will find you a hotel on exotic islands and arrange a wedding according to the customs of the Aboriginal tribe. Just when you return home, do not forget to legalize your relationship or take a marriage registration service worker with you to the islands. But check, maybe he is a client of a quiet London hotel, where for its guests, as in the last century, the concierge warms the bed with his own body before going to bed. The modern trend is this: if previously additional services in hotels and their quantity spoke about the star quality of a tourism business enterprise, now the high quality of these services makes the “face” of a first-class hospitality enterprise.

All services existing in the hotel business can, with some degree of convention, be divided into basic and additional. Providing the basic ones is usually free of charge. These usually include:

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

Additional services are most often provided for a fee. Their number is much larger. In addition, they often depend on 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:

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

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

Laundry at the hotel

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

Currently, almost all hotels provide laundry services for clients. They either have their own laundries or have ongoing 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 being returned on time.

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

Delivery of food and drinks to the hotel room

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

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

Currently, despite the fact that food delivery to a guest’s room is an additional service, it is provided free of charge almost everywhere. This is not at all surprising, since it is extremely profitable for the hotel for the client to have breakfast, lunch or dinner inside the establishment, rather than going into the city. That is why, in order to increase the level of service, some hotels provide breakfast for free. In addition to food delivery service, many rooms feature minibars, making your stay even more enjoyable.

Cable TV in 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 - find out the news, work, or simply play your favorite online game. Naturally, hotel managers perfectly understand and represent the interests of the guests staying in their establishments. Therefore, almost all hotels have various cable television systems installed and functioning. There is also free access to the Internet almost everywhere using Wi-Fi or a local wired network.

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

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

Availability of a safe in the hotel room

While on vacation, often with a minimum amount of clothing and belongings, 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 loss.

To solve this problem, hotels install small safes in their rooms, the volume of which is enough to leave documents, valuables, bank cards or cash there. Modern safes take up very little space and do not interfere with your room at all. 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 client himself. For emergency access (for example, if a guest has forgotten the code), the hotel staff has a service device that allows you to open the lock.

The service for using a safe installed in the room is almost always paid. Moreover, the price in most cases is low, so the service is in demand and constantly used. There are often cases when when groups of several families visit hotels, they pay for a safe in one of the rooms, where all valuables and documents are stored.

Basic services.

There can be no talk of hospitality without satisfying 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 an enterprise that provides people outside the home with a range of services, the most important of which are equally the accommodation and catering services.”

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

Hotel rooms are the main element of the accommodation service. These are multifunctional rooms designed for relaxation, sleep, and work of resident guests. Their most important function is to enable sleep. The importance of other functions of hotel rooms primarily depends on the purpose of the hotel and the needs of the guests. For example, in business hotels.

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

Other services complement the offer of accommodation and catering services. These include the offer of a swimming pool, conference rooms, meeting rooms, sports equipment, car rental, dry cleaning services, laundry, hairdresser, massage room and a number of others. Depending on how they are designed and combined into a single complex, a certain type of enterprise is formed, such as a luxury hotel, a middle-class hotel, an apartment hotel, an economy class hotel, a resort hotel, a motel, a private overnight and breakfast". Services provided in hotels are divided into basic and additional. They can be free or paid.

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

Accommodation services.

In each individual state, understanding the level of comfort as a classification criterion is approached differently, which is why there is no single classification of hotels in the world. The World Tourism Organization (WTO) has proposed only a standard classification of accommodation facilities.

There are several general classification criteria. The most commonly used ones are highlighted here:

• 1. The level of comfort is a complex criterion, the components of which are:
  • - state of the room stock: room area, share of single rooms, multi-room rooms, apartments, availability of utilities in the rooms;
  • - condition of furniture, equipment, sanitary and hygienic items;
  • - availability and condition of food establishments;
  • - condition of the building, access roads, arrangement of the territory adjacent to the hotel;
  • - information support and technical equipment;
  • - ensuring the provision of additional services.
• 2. Room capacity - the number of places that can be offered to clients at the same time. It is generally accepted to divide hotels into:
  • - small - capacity up to 100 beds (in some countries no more than 100 rooms);
  • - medium - 100-500 places (up to 300 rooms);
  • - large - over 500 beds (over 300 rooms).
• 3. Functional purpose - this criterion is decisive in determining the typological structure of the hotel. In total, there are two large groups of enterprises: transit and target:

Transit - hotels serving tourists during a short stay. They are located on highways with a lot of traffic and have a limited level of comfort.

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

• - business hotels serving people on business trips;
• - hotels for recreation (resort - providing accommodation, food and a number of additional services to people seeking relaxation and restoration of health, and tourist - the main goal is recreation).
• 4. Location. There are various variations here. Hotels can be located within the city, in the mountains; on the coast, etc.

In addition to the location of the hotel, there is a classification of rooms and views from the rooms.

• 5. Duration of activity. According to this criterion, hotels are classified into hotels operating year-round, operating for 2 seasons, or hotels operating only for 1 season.
• 6. Food supply:
  • - hotels operating on an all-inclusive basis (accommodation + 4 meals a day including alcoholic beverages from both local and foreign producers, depending on the specifics of the hotel and cost value);
  • - hotels providing full board (accommodation + 3 meals a day);
  • - hotels providing half board (accommodation + 2 meals a day with a variation of breakfast-lunch or breakfast-dinner);
  • - hotels offering accommodation and breakfast only.
• 7. Length of stay of guests:
  • - hotels for long-stay guests;
  • - hotels for short stays.
• 8. According to price level, hotel rooms are classified into:
  • - budget (850-1200 rub.);
  • - economical (1200-1900 rub.);
  • - medium (1900-3100 rub.);
  • - first-class (3200-6500 rub.);
  • - apartments (2100-4200 rub.);
  • - fashionable (4200-14200 rubles).
• 9. Room categories:
  • - “suite” - a room in an accommodation facility with an area of ​​at least 75 m2, consisting of three or more living rooms (living/dining room, study and bedroom), with a non-standard wide double bed and an additional guest toilet;
  • - “apartment” - a room in an accommodation facility with an area of ​​at least 40 m2, consisting of two more residential rooms (living/dining room, bedroom), with kitchen equipment;
  • - “luxury” - a room in an accommodation facility with an area of ​​at least 35 m2, consisting of 2 living rooms (living room and bedroom), designed to accommodate 1-2 people;
  • - “studio” - a one-room suite with an area of ​​at least 25 m2, designed to accommodate 1-2 people, with a layout that allows part of the room to be used as a living room/dining room/office;
  • - first category room - a room in an accommodation facility, consisting of one living room with one/two beds, with a full bathroom (bath/shower, washbasin, toilet), designed to accommodate 1-2 people;
  • - room of the second category - a room in an accommodation facility, consisting of one living room with one/two beds, with a partial bathroom (sink, toilet or one full bathroom in a block of two rooms), designed to accommodate 1-2 people;
  • - room of the third category - a room in an accommodation facility, consisting of one living room with the number of beds according to the number of residents, with a partial bathroom (sink, toilet or one full bathroom in a block of two rooms), designed to accommodate several people.

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

The main function of a hotel is to provide overnight accommodation for people who are away from home - this is the most characteristic product of a hotel. In most hotels, room sales are the hotel's largest and only source of income, and in many hotels, rooms generate more sales than all other services combined. Room sales are also consistently the most profitable source of revenue for hotels, generating the highest level of profit and contributing the majority of a hotel's operating income. Hotel room revenue is earned through three main services: hotel front desk, uniform services, and hotel housekeeping. Each of these services may also contribute to a greater or lesser extent to other hotel activities, but their primary functions arise from the needs of the resident guests and they provide essential hotel services to guests. Therefore, it is convenient to consider the hotel reception desk, unified services and hotel management together as components of the hotel's function of accommodating guests. Three main components of the accommodation function exist in most hotels and are usually organizationally assigned to separate departments. But their organization and staffing often differ in hotels of different sizes, types and standards. In smaller hotels, only a few people may work in each of them and have a wide range of responsibilities; As a hotel grows in size, each service may be subdivided into separate departments or departments in which the people working in them perform more specialized tasks. An urban transit hotel with a short average stay requires a somewhat different approach than a resort hotel that accommodates guests for a longer period, such as one or two weeks. There is also a relationship between the prices, range and quality of facilities and services provided and the way they are organized.

Food services.

In addition to hotel services, hotels can carry out other types of economic activities, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs. A hotel restaurant can be a separate catering establishment, or it can be one of the divisions of the hotel complex. Moreover, regardless of the fact that the restaurant is not an independent legal entity providing catering services, it is subject to all the requirements established by law for catering establishments. The basic requirements for such catering establishments as restaurants are established in Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 “On approval of the Rules for the provision of public catering services.”

Restaurants differ in the level of service and types of services provided to visitors as follows:

• - luxury class;
• - top class;
• - first grade.

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

The highest class is distinguished by the originality of the interior, the choice of services, a varied assortment of original, gourmet, custom and specialty dishes and products for restaurants, and a wide selection of branded and custom drinks and cocktails for bars.

The first class corresponds to harmony, comfort and choice of services, a wide range of signature dishes and products, as well as complexly prepared drinks for restaurants, and a selection of drinks and simple cocktails for bars.

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

Additional services.

The second component of the accommodation function is the unified services, which form an integral part of the functions of the hotel entrance hall, they provide guests with many personal services.

Arrival and departure services are the most unified services. Meeting and greeting arriving guests, their luggage and parking cars are the first responsibilities from parking and guest entry into the hotel to the room. When a guest leaves the hotel, their luggage is carried to the car by a hotel employee. In a hotel where a hundred guests leave in the morning, and then about the same number arrive in the afternoon and evening, the general services staff serves up to about two hundred people per day of work, carries several hundred pieces of luggage, parks several dozen cars and organizes the delivery of several dozen taxis. . Guests, their luggage and cars therefore play a big role in providing a unified service.

At some hotels, general services staff may provide other services to guests. Newspapers, as well as other small items, may be provided to guests by staff, but general services, which may also convey messages, are provided by elevator attendants and cloakroom attendants. In many hotels, staff are employees who are on duty at night and, especially in small hotels, perform the entire range of hotel services provided by other services during the day. Receive and check in late arrivals, provide light refreshments, operate a hotel level, handle early morning calls, and clean common areas and ensure hotel security.

During a guest's stay, the General Services staff is often the primary source of information about the hotel and locality and the primary organizer for guests for activities such as theater visits, excursions and tours, car rentals, and other services. The reception desk or information window in the reception lobby then becomes the hotel's information centers, helping guests get comfortable.

The provision of uniform services varies greatly among hotels of different sizes, types and standards, and there is a tendency for their organization to be influenced by all these factors, as well as established procedures. As mentioned earlier, information may be obtained from guests at the reception desk, as part of unified services, or both. Cleanliness of common areas may be the responsibility of general services staff, the hotel's housekeeping department, or an outside contractor. What hotel services are available at night and by whom they are provided may also vary. These differences are logical because they reflect the specific needs of guests and the specific circumstances of each hotel, and these differences must be understood by staff and explained to guests when they affect them.

The list of additional services depends on the hotel category. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. But everywhere they should strive to ensure that the range of services fully meets the needs of guests.

All work on organizing services must be well thought out and organized. Businesses providing services must be located in an accessible location (most often on the ground floor). In the lobby, on the floors, in the rooms there should be information on how and where to get services, opening hours should be convenient for guests.

Household services include the following:

Urgent washing, repair and ironing of personal belongings in the room in the advertising folder there are order forms for washing and cleaning clothes. There are also instructions on how to hand over clothes for washing; if a guest wants to hand over clothes for washing, he must put them in a bag and hang a special sign on the door handle of the room or inform the floor attendant about this. This service can be provided at a hotel that has a laundry service. In hotels of a lower category you can rent an iron. The guest irons himself in his room or in a special room where there is an ironing board. Many hotels have shoe repair shops. In the lobbies of upscale hotels there are shoe shine machines. The rooms have brushes for cleaning shoes and clothes. To store things and valuables, hotels provide storage rooms and safes in the rooms or at the reception desk. The hotel organizes unloading, loading and delivery of luggage to the room by bellhops, who are paid for in tips. Tips also pay for food delivery to your room. For a rental fee, the hotel can provide the guest with a TV, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, film, and photographic equipment; photographic works.

The most common and most often used: excursion services; ordering the services of guide-translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, and concerts. Ordering vehicles at the request of guests; calling a taxi; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; Shoe repair; repair and ironing of clothes; washing and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference room, meeting rooms; business center services.

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.