What services does the hotel provide abroad. Additional services at the hotel. Additional service # 1 ➨ Renting space for business and events
Most modern hotels are developed complexes that offer consumers a variety of services. The range of services for accommodation facilities of different categories is given in the "System for the classification of 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 (PDU) are divided into:
tourist (sightseeing);
sports and fitness;
medical;
postage.
for household (washing, dry cleaning, ironing and minor repairs of clothes, cleaning and repair of shoes, watches, suitcases, equipment, storage of luggage, valuables in the safe of the administration, individual safes);
intermediary (booking seats in restaurants, tickets for various modes of transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);
car service (parking, garage, minor repair of vehicles);
The material and technical support of the hotel, the list and quality of the services provided must comply with the requirements of the category assigned to it. Hotels that produce additional services on their own, accordingly, have a large and diverse staff by profession.
This is in addition to the main medical workers, hairdressers, physical education instructors, etc. Traditional rooms 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 at the appointed time; ambulance call; use of a medical kit; delivery to the correspondence number.
The range of remote control depends on the class, purpose of the hotel, its location. In accordance with this, it is specifically determined which of the remote control can be produced in a hotel, and which are provided by other organizations and enterprises.
Some services beach, pool, gym, etc. are paid before use, others meals, telephone calls, etc. after their rendering.
Remote control documentation is based on the price list. By order of the Ministry of Finance of the Russian Federation dated December 13, 1993 No. 121, the standard forms 12-G “Receipt No. for the provision of additional paid services” (Appendix 4) and 11-G “Parking” (Appendix 5) were approved. Receipts are issued in duplicate (the first is submitted to the accounting department, the second to the payer) and are forms of strict reporting. They are prescribed by the service provider when charging a fee. At catering facilities, an invoice is issued. If the service is paid through the central cashier (in the reception service), the invoice can be issued in the standard form 3-G or 3-GM. All services are registered in special magazines. The form of entries in them is determined by the hotel itself. For example, in the register for registering household services on the floor, this form of recording is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) the signature of the employee who provided the service; 9) the signature of the accountant.
All sums of money are handed over to the senior cashier, and a report is drawn up.
Without fail, the following information must be located in the reception and accommodation service in a convenient place for viewing: the list and price of additional paid services; extracts from the state standard setting the requirements for the provision of services; list of services included in the room price; information on 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 the opportunity to use the gym for free, breakfast is included in the room rate.
Enterprises renting hotel rooms are involved in servicing residents. This can be a bank branch, shops, restaurants, cafes.
Relations between the parties are built on the basis of agreements corresponding to the Civil Code of the Russian Federation. Lease (chapter 34 of the Civil Code of the Russian Federation) is a property lease agreement. The lessor (lessor) is obliged to provide the lessee (lessee) with property for a fee for temporary possession and use or for temporary use. Products and revenues are the property of the tenant.
Land plots, enterprises, buildings, equipment, vehicles can be leased. If the lease agreement does not contain data on the property being leased, it shall be considered invalid. The lessor may 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. The lease of real estate is subject to state registration.
If the term of the lease is not defined, each of the parties has the right to cancel it at any time, warning the other side about it for one month, and in the case of real estate - for three months. The lessee is obliged to timely pay a fee for the use of 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 the lease of property;
the provision by the tenant of certain services.
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 carry out hotel orders out of turn. In order to ensure urgent and high-quality delivery 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 remote control, specify the terms for the execution of services by type.
Hotel workers 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 workers must consider the date of departure of the resident. These services are provided by the service desk or room service staff.
9.2. Hotel Services
Accommodation services are a product of the activities of hotels or any other enterprise intended for living. The state standard GOST R 51185-98 "Travel services. Accommodation facilities. General requirements" defines the hotel services. The services of accommodation facilities are the activities of the contractor for the placement of tourists and the provision of hotel, special (medical and health, sanatorium, sports, tourist, etc.) services.
The main feature of a hotel product is that the client does not have ownership of the goods he uses. They distinguish characteristic features of services that determine the specifics of accommodation services.
A service is a process that takes place over time. The specificity of hotels is that problems concerning production must be resolved quickly. In modern conditions, customers require fast service.
Services provided in hotels are divided into basic and additional. They can be free and paid.
The main services include accommodation and meals. Registration of residents and departing from the hotel should be made around the clock. In public catering, communication and consumer services organizations (located in a hotel), persons staying in a hotel are served out of turn.
The following types of services can be provided to guests at no extra charge:
Call an ambulance;
- use of a medical kit;
- delivery to the correspondence number upon receipt;
- wake up to a certain time;
- the provision of boiling water, needles, threads, one set of dishes and cutlery.
In addition to the mandatory and free services, hotels provide a whole range of various additional services that are paid extra. The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel. For medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort, a huge list of additional services is characteristic:
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, services of guide-translators;
- organization of the sale of tickets to theaters, circus, concerts, etc .;
- childcare, the provision of services of tutors and nannies who speak the mother tongue for the child;
- care for animals that make a trip with the owners;
- transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
- purchase and flower delivery;
- sale of souvenirs, postcards and other printed materials;
- consumer services (repair and shoe shine; repair and ironing; dry cleaning and laundry services; storage of belongings and valuables; unloading, loading and delivery of luggage to your room; rental of cultural and household items - televisions, dishes, sports equipment, etc .; repair of watches, household appliances, radio equipment; hairdressing, manicure and massage services and other household services);
- services of beauty salons and hairdressers;
- a sauna, a bathhouse, pools, a gym;
- rental of meeting rooms, conference room;
- services of a business center;
- currency exchange;
- other services.
The system of measures providing a high level of comfort, satisfying a variety of household and household needs of guests, is called a service in the hotel industry. Service should be built not only on the basis 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 impose services. The consumer has the right to refuse to pay for services not provided for by the contract. It is also prohibited to condition the performance of some services on the obligatory provision of other services.
The list of services depends on the category of hotel. Not all hotels have the ability to organize consumer services for guests and provide them with a full range of services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.
Service providers should be located in an accessible place (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.
When providing services, it is important not only their quantity, but also quality. Therefore, in many hotels residing upon departure, they are asked to fill out small questionnaires that are handed over to the reception and accommodation service, and then they are studied in the advertising and marketing service.
Introduction
1.Rules for the provision of hotel services in the Russian Federation
1.1 Hotel classification
1.1.1 International hotel classification
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;
Supporting and additional services.
2. Basic and additional hotel services
2.2 Catering
Conclusion
List of references.
Introduction
In the conditions of market relations, and especially in the transition period to the market, tourism is one of the dynamic sectors of the economy. High rates of its development, 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 global gross national product, 7% of global investment, every 16th job. In Russia, the tourism business is developing rapidly. And now, in 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, in Western countries a huge long-term experience has been gained in managing hotels. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not many monographs of domestic authors on the research problem, in which one could find proposals for creating exactly the Russian system that meets our Russian realities. Studying the foreign experience of hospitality industry enterprises certainly plays a big role in improving the quality of guest services. It is very difficult to require high-quality service personnel in customer service, if it has a vague idea of \u200b\u200bwhat requirements to the level of modern service are presented by visitors.
The Purpose of writing this term paper is to consider and study the problems of quality of services in the management of a hotel company. The relevance of this study is determined by the need in the current conditions of the transition to market relations to search for the best management solutions, improving hospitality management. Consideration of factors affecting the quality of hotel services is aimed at improving the level of service and the efficiency of the production of hotel services. The development of market relations causes the emergence of new tasks, which necessitates the improvement of management. It is important that hotel managers understand the need to constantly improve quality of service management, pay attention to its expansion, reconstruction of premises, introduction of the latest technologies, etc.
In accordance with the goal in this work, the following tasks are solved:
definition of quality in the hospitality industry;
detailed consideration of factors affecting 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 are developed in accordance with the Law of the Russian Federation "On Protection of Consumer Rights" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Article 766; Collection of Legislations of the Russian Federation, 1996, No. 3, Article . 140) and regulate relations in the provision of hotel services (hereinafter referred to as services).
2. The basic concepts used in these Rules mean:
"hotel" - a property complex (building, part of the building, equipment and other property) designed to provide services;
"consumer" - a citizen with the intention to order or ordering and using services exclusively for personal (domestic) needs;
"performer" - an organization, regardless of ownership, as well as an individual entrepreneur providing services to consumers under a reimbursable contract.
II. Information about the services, the procedure for registration of hotel accommodation and payment for services
3. The contractor is obliged to inform the consumer of his company name (name), location (legal address) and mode of operation. The contractor places the specified information on the sign.
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 timely provide the consumer with the necessary and reliable information about the services, ensuring the possibility of their correct choice.
Information is placed in a room intended for registration of residence, in a convenient place for viewing, and without fail includes:
these Rules;
information about the contractor and his contact phone number;
certificate of assignment to the hotel of the appropriate category, if the category was assigned;
information on certification of services subject to mandatory certification (certificate number, validity period, information about the authority 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 setting the requirements for the provision of services;
price of rooms (places in the room);
list of services included in the price of the room (space in the room);
list and price of additional services provided for a fee;
information on the form and procedure for payment for services;
the deadline for staying at the hotel, if it is set by the contractor;
hotel accommodation;
information about the work of public catering, trade, communications, consumer services enterprises located in the hotel, etc .;
information about the consumer protection authority under the local administration, if any;
information about the parent organization.
The contractor is obliged to ensure that in each room there is information about the hotel accommodation, fire safety rules and rules for using household appliances.
The specified information should be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages \u200b\u200bof the constituent entities of the Russian Federation and the native languages \u200b\u200bof the peoples of the Russian Federation.
5. The Contractor is obliged to ensure the provision of benefits for the provision of 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 conclude a contract for hotel reservations by drawing up a document signed by the two parties, as well as by accepting a reservation request by post, telephone or other communication, which allows to establish reliably that the request comes from the consumer.
In case of a consumer being late, he will be charged, in addition to the reservation fee, also the fee for the actual downtime of the room (room in the room), but not more than one day. If you are late for more than a day, the reservation is canceled. In case of consumer refusal to pay the reservation, his accommodation in the hotel is made in the general queue.
7. Contractor - a commercial organization is obliged to conclude a service agreement with a consumer, unless there is no possibility of providing services, including if the constituent documents of the contractor or the civil law contract concluded with him stipulate the contractor’s obligation to provide the services in the specified order categories of persons.
8. The contract for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, other document issued in the established manner and confirming the identity of the consumer.
When making a hotel accommodation, the contractor issues a receipt (coupon) or other document confirming the conclusion of a service agreement, which should contain:
name of the contractor (for individual entrepreneurs - last name, first name, patronymic, information on state registration);
surname, name, patronymic of the consumer;
information about the provided room (place in the room);
the price of the room (space in the room);
other necessary data at the discretion of the contractor.
9. The contractor has the right to set the deadline for staying at the hotel, the same for all consumers.
10. The contractor must ensure round-the-clock registration of consumers arriving at the hotel and departing from it.
11. The Contractor is not entitled without the consent of the consumer to provide additional services provided for a fee. The consumer has the right to refuse to pay for services not provided for by the contract.
It is forbidden to condition the performance of some services by the obligatory provision of other services.
12. The price of the room (space in the room), as well as the procedure and form of payment are established by the contractor.
The contractor may be set daily or hourly payment.
The contractor determines the list of services that are included in the price of the room (space in the room).
13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 o'clock of the current day in local time.
When placing before checkout time (from 0 to 12 hours), a fee for accommodation is not charged.
1) call an ambulance;
2) use of a medical kit;
3) delivery to the correspondence number upon receipt;
4) an awakening to a certain time;
5) the provision of boiling water, needles, threads, one set of dishes and cutlery.
Entrepreneurship in the hospitality industry is characterized by a high degree of competition. In the conditions of market competition, in order to maintain a stable position in the services market, hotel enterprises need to improve the quality of service, introduce new technologies, expand the list of additional services that give the main product additional benefits and help distinguish themselves from a competitor hotel.
The hotel industry as a type of economic activity includes the provision of hotel services and organization for the remuneration of short-term accommodation in hotels, campsites, motels, school and student hostels, guest houses, etc.
Services provided in hotels are divided into basic and additional, which in turn are free and paid.
The basic services include accommodation services and, more recently, food has also become a part of them.
Free hotel services in accordance with the "Rules for the provision of hotel services in the Russian Federation", approved by Decree of the Government of the Russian Federation No. 49 of 04/25/97 include:
· Call an ambulance;
· Use of a medical kit;
· Delivery to the correspondence number upon receipt;
· Wake up to a certain time;
· The provision of boiling water, needles, threads, one set of dishes and cutlery.
Catering services (bar, restaurant, cafe, buffet, beer bar);
Domestic services (repair and shoe cleaning; repair and ironing; dry cleaning and laundry services; storage of belongings and valuables; unloading, loading and delivery of luggage to your room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair hours, household appliances, radio equipment; hairdressing, manicure and massage services and other household services);
Trading services (shops (souvenir, grocery), vending machines; buying and delivering flowers; selling souvenirs, postcards and other printed materials);
Animation services (disco, casino, night club, slot machine hall, billiard room);
Excursion service, services of guide-translators;
Organization of ticket sales to theaters, circus, concerts, etc .;
Transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
Beauty services;
Sports and fitness facilities (sauna, bathhouse, swimming pools, gym, etc.);
Business services (rental of meeting rooms, conference room, business center services, etc.) and other services.
The services are provided both by hotel staff and employees of related companies specializing in this type of activity.
To organize the provision of additional services, in addition to financial capabilities, premises, equipment, inventory, and qualified personnel with special education and training are necessary. Equipment and inventory necessary for the premises for the provision of additional services are discussed in the textbook O.V. Lukina "Equipment for hotel complexes and safety equipment for their operation" (5).
the problem of quality control of the goods and services provided by the hotel;
in a conflict between the service producer and the client, the hotel does not have direct leverage on an unscrupulous employee;
the service provider does not always take into account the peculiarities of the hotel customers and their needs;
the hotel cannot control the selection of personnel of the service provider and its professional qualities;
Studying the demand and opinions of guests, hotel workers are looking for ever new forms of customer service. In addition to basic and free additional services, hotels provide a whole range of various paid additional services. Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel company. Remaining basic, the accommodation and food service is taken for granted by guests. The increased interest is caused by the services that distinguish this hotel from a number of others.
Additional hotel services (products) are services that provide the main product with additional benefits and help distinguish this product from products of competing companies. There are already about 300 of them in the world.
For medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort, a large list of additional services is characteristic:
catering services (bar, restaurant, cafe, buffet, beer bar);
consumer services (repair and shoe shine; repair and ironing; dry cleaning and laundry services; storage of belongings and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc.; repair hours, household appliances, radio equipment; hairdressing, manicure and massage services and other household services);
trade services (shops (souvenir, grocery), vending machines; buying and delivering flowers; selling souvenirs, postcards and other printed materials);
animation services (disco, casino, night club, slot machine hall, billiard room);
excursion services, services of guide-translators;
organizing the sale of tickets to theaters, circus, concerts, etc .;
transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
beauty services;
sports and fitness facilities (sauna, bathhouse, swimming pools, gym, etc.);
business services (rental of meeting rooms, conference room, business center services, etc.) and other services.
Hotel accommodation services are provided by both hotel staff and employees of related enterprises specializing in this type of activity.
The system of measures that provide a high level of comfort, satisfying the various household and household, cultural needs of guests, provided that they have preventive and professional services, is called a hotel service.
Service must be built not only on the basis 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 impose services. In accordance with the "Rules for the provision of hotel services in the Russian Federation," the contractor is not entitled without the consent of the consumer to provide additional services provided for a fee. The consumer has the right to refuse to pay for services not provided for by the contract. It is also prohibited to condition the performance of some services on the obligatory provision of other services.
The list of services depends on the category of hotel, type of hotel company, location and contingent of clients served. Not all hotels have financial and material and technical conditions for organizing the provision of various additional services, however, they should strive to satisfy the most diverse needs of customers to the fullest extent possible.
Services that provide services should be located in an accessible place (most often on the ground floor in the lobby area), as they are intended not only for hotel guests, but also for third-party customers. Often a hotel is a favorite place for citizens to relax, have fun, use the services of a hairdresser, sauna, domestic and sports and fitness services. In the lobby, on the floors, in the rooms there should be information about the location, list of services, opening hours and other information about the services that provide additional services.
As international and domestic experience shows, several methods of production and implementation of additional hotel services are used:
- own services and units;
- enterprises leasing premises from the Civil Code;
- on contractual terms with enterprises producing services and working in conjunction with the hotel.
Each method has its own advantages and disadvantages. Common disadvantages when working with third-party manufacturers of additional services are:
The problem of quality control of the goods and services provided by the hotel;
In a conflict between the service producer and the client, the hotel does not have direct leverage on an unscrupulous employee;
The manufacturer of services does not always take into account the peculiarities of hotel customers and their needs;
The hotel cannot control the selection of personnel of the service provider and its professional qualities.
A guest checking into a hotel may only need a bed and breakfast, but sometimes he may need additional services from the hotel where he is staying. They can make the check-in and stay of the visitor in the hotel more convenient, or can just become an additional pleasant trifle. Almost every hotel offers guests additional services. Since many of them need to be known and warned in advance by staff, we would like to describe some of them here. After reading this article, you will know which of the additional hotel services you will need and will be able to clarify their availability in the hotel where you intend to stay.
Early check in
Your plane or train arrives in the city early in the morning, and in hotels, as you know, the checkout time is 12:00, and arrivals from 14:00? Do not worry that you will have to sit on a suitcase at the station or at the airport or wander around the city with this same suitcase. Ask the hotel if it provides visitors with an early check-in. You may have to pay a certain amount, but early check-in will save you from many inconveniences. If this is a business trip, an early check-in will give you more time for all your business. If you travel with your family, then this service is doubly convenient, because a long wait with a lot of luggage can significantly spoil the mood for you and your loved ones. And in all other cases, it is worth taking care in advance to use the early check-in service.
Late check-out
This service may be useful as the previous one if you plan to leave the city in the evening. You won’t have to think about where to put your heavy bags, and you can rest longer before traveling. You can once again inspect the city before departure, and move out and leave at a convenient time. Check the price and the possibility of providing late check-out and early check-in services in advance, as the room can be reserved for this time.
Extra bed
Imagine again that you came with your family. It makes no sense to look for a triple room for spouses and a child, if you can simply book an extra bed. Usually providing extra bed is cheaper than a room with three beds. Usually an extra bed means a comfortable modern folding bed, folding chair or sofa. In some cases, only a mattress is provided. It may also be necessary to check in several adults in one room with extra space for one of them. This is also practicable in almost all hotels. Usually, only one extra bed is allocated for a standard room unless otherwise noted in the hotel description. If you need more than one extra bed, check with the staff if this is possible.
Parking
If the hotel has its own guarded parking lot, you can pre-reserve a place on it for your or rented car. This will allow you not to worry about the safety of the car and the availability of spaces in other parking lots nearby. Book a parking space for the duration of your stay.
Meeting at the airport / train station, baggage claim, porter service
Some hotels can provide you with such a variety of services as: meeting you at the place of arrival, baggage porter and transfer of you and your luggage to the hotel. A shuttle can also be booked upon check out. This service is important if you want to travel with special comfort or are afraid to get lost in an unfamiliar city. Often meeting and transfers are provided to groups of tourists, but can be ordered individually.
Use of meeting rooms and conference rooms
Meeting rooms and conference rooms in hotels are indispensable for business trips. If you take care of ordering a special venue for business meetings in advance, you will show yourself to the best of your partners and colleagues, and also increase the prestige of yourself and your company in their eyes. Typically, conference rooms are equipped with all necessary equipment - a computer, a projector, an MFP. Do not forget to pre-attend to the order of water and the office for the participants, especially if there are long negotiations ahead.
Room service
Typically, a hotel has a restaurant serving meals for guests. If you want to have breakfast, lunch or dinner in a more comfortable atmosphere than the noisy hall of a hotel restaurant, you can always order room service. There may be a small surcharge for room service if food is included in the room price, or you can pay for food and drinks according to the restaurant menu.
Champagne, fruit, room decoration
Is there a romantic evening ahead? Or maybe you are booking a hotel for your wedding night? Most hotels will be happy to decorate the room with rose petals and / or balloons. Pleasant services may also be available, such as delivering chilled champagne, flowers or a fruit basket to your room.
Phone, fax, print, copy
For some reason, it may happen that you have nowhere to make a long-distance or international call, urgently print a document or make a copy. All this you can do for a small fee at the hotel by contacting the reception.
