Additional services in the hotel service. Abstract: Basic and additional hotel services

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Introduction

Chapter 1. Provision additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Ancillary Services

1.4 Additional catering services

1.5. Main trends in the field of additional services

Chapter 2. Provision of additional services in the sanatorium "Sayany"

2.1 Description of the resort where the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the sanatorium "Sayany"

Conclusion

Bibliography

Appendix

Introduction

Relevanceresearch- a modern hotel complex occupies an important place in the social sphere of the country and contributes to the satisfaction of the primary needs of travelers in terms of accommodation and food. Without hotels, it is impossible to create a modern tourism industry.

Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activity and plays an important role in improving the efficiency of social production.

The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, long-distance and international communication services, and transport services for guests. Hotels can not do without shops and souvenir kiosks, restaurants and bars.

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

In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important. hotel additional service

Remaining the main one, the accommodation service is taken for granted by the guests, and it is the additional services that distinguish this hotel from a number of others that cause increased interest.

Therefore, the study of the organization and technology of providing additional services in a hotel is becoming increasingly relevant and important.

TargetYuresearch- is the consideration of a complex of additional and related services hotels.

Tasksresearch:

1. Give a theoretical definition of additional services;

2. To analyze the approaches of modern theories and concepts to the analysis of the development processes of modern systems and methods of managing additional services in the hotel industry;

3. Give a general description and identify the main features of additional services in the hotel industry that arise at the present stage of its development;

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

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

6. Develop proposals on the use of more effective methods of additional services for the hotel industry and improvement of the mechanism for supporting domestic enterprises in the provision of these services.

An objectresearch- Additional services.

Subjectresearch- is the sanatorium "Sayan".

Chapter1. Providingadditionalservices

1.1 conceptadditionalservicesinhotels

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

To implement the process of serving tourists in a hotel, a minimum set of the following basic services should be provided to ensure the provision of basic hotel services:

Room management service;

Administrative service;

Catering service;

commercial service;

Technical services;

Auxiliary and additional services.

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

There are more than 30 different hotel classification systems in the world. Each country has its own national standards. The most common classification system is the "star" system, which includes five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It defines the requirements for hotels of a particular category.

1. 2 Kindsadditionalservices

From the point of view of common sense, there can be no question of any kind of hospitality without satisfying the primary needs of a person - 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 who are away from home with a range of services, the most important of which are equally the service of accommodation and meals."

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

Reception and accommodation services (round the clock);

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

Taxi call (around the clock);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (24/7);

Booking a parking space (24/7);

Use of a household self-service room (round the clock);

Provision of a baby cot (around the clock);

Ordering theater and concert tickets (daily from 10:00 to 16:00, except weekends and holidays);

Reservation of a table in the hotel cafe;

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

Shoe cleaning machine.

The hotel provides additional services for a fee:

Luggage storage in a storage room (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the safe of the administration (round the clock), in accordance with the Rules for the reception and storage of luggage and valuables in the hotel;

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

Rent of a negotiation room;

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

Rent an electric kettle (24 hours);

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

Reception of fax messages (round the clock);

Photocopying of documents (round the clock);

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

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

Reception of e-mail (daily, according to the opening hours of the conference center, except weekends and holidays);

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Provision of hot drinks in the lobby of the 1st floor;

Hairdressing services;

Currency exchange services;

Services of contact vision correction room;

Dental services, solarium;

Cafe-bar services.

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

The most common:

excursion service;

ordering services of guides-translators;

organization of ticket sales for all types of transport;

organization of sale of tickets to theaters, circus, concerts, etc.;

ordering vehicles at the request of guests;

calling a taxi;

· car rental;

ordering places in the restaurants of the city;

purchase and delivery of flowers;

sale of souvenirs, postcards and other printed materials;

· Shoe repair;

repair and ironing of clothes;

Laundry and dry cleaning of clothes;

Use of the sauna

hairdressing services;

services of buffets, bars and restaurants;

· rental of a conference hall, negotiation halls;

business center services.

Related services include:

1. providing sovereign products, tourist symbols;

2. trade, currency and credit, information, congress and other services;

3. services of special types of communication, provision of individual safes, etc.

Household service is aimed at meeting the needs of guests that have arisen during their stay at the hotel.

Household services include the following:

1. urgent laundry and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel staff contributes to creating a good impression of the hotel for the guest. Therefore, when talking on the phone, communicating in person or in writing, hotel workers are required to behave in style with both guests and colleagues. The idea of "style" is carried out due to the observance of the following rules.

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

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

1 . 4 Additionalservicesfood

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

A restaurant at a hotel may be a separate catering establishment, or it may also be one of the divisions of the hotel complex. At the same time, regardless of the fact that the restaurant is not an independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering enterprises.

The main requirements for such catering establishments as restaurants are established in the Decree of the Government of the Russian Federation dated August 15, 1997 No. 1036 “On Approval of the Rules for the Provision of Catering Services”.

In accordance with the classification of catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises, the restaurant is a public catering enterprise with a wide range of complex dishes, including custom-made and branded ones; wine and vodka, tobacco and confectionery products, with an increased level of service in combination with recreation.

1.5 Maintrendsinsphereadditionalservices

Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The favorable development of this area of the hotel's activity is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily work of the hotel, and competent management of this area of work. It is noteworthy that financial issues in the organization and development of additional services are far from always in the foreground. In the system of additional services, as in no other part of the hotel business, non-standard approaches to solving many issues are in demand.

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

The development of a system of additional services is also possible outside the walls of the hotel enterprise, in connection with which many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components of the hotel industry.

The solution of such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of an appropriate urban infrastructure, can and should be carried out by some external force, and the state fits this role perfectly.

It turns out that the development of additional services should not be an end in itself, their role is secondary and clearly limited. They really represent something that complements the "main course" - the provision of proper hotel services.

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

Those hotels that do not have this, have to be content with the organization of various holiday programs, which also bring a lot of profit.

Services that bring additional income to hotels are very diverse.

The system of additional services, unlike other parts of the hotel business, requires non-standard approaches to solving many issues. Proper organization of the process of implementation and provision of additional services makes it possible to expand the list of offers for hotel customers and attract additional categories of consumers. The largest additional income for hotels on this moment brings the organization of congress centers, attracting business clients who have significant cash. The history of the emergence of additional hotel services has its roots in ancient times.

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

Chapter2. Providingadditionalserviceson theexamplesanatorium« Sayans»

2. 1 Descriptionresort,inwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia Tunkinsky district of the village of Arshan, which is a resort. Resort "Arshan" - a unique healing area, which for many years gives health to the inhabitants of Buryatia, is a branch of a sanatorium-resort institution, in close cooperation with another branch - the resort "Goryachinsk".

In the middle of the XIX century in Tunka was opened magic spring"Arshan". Water had miraculous properties to heal local residents from many diseases. It is with the discovery of this source that the history of the modern Arshan resort is closely connected. The first official information about the opening healing spring associated with the name of the local hunter Terenty Chemezov. Chemezov's discovery interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University "... de in the area of the Koimorsky foreign government in the Tunkinsky department of the Irkutsk province, I found an acid-soda-iron source." In 1898 Ya.A. Chistokhin filed a petition to allocate to his use for 24 years a source at the top of the Kyngyrga River. The request of the priest was granted for the arrangement medical resort. On the Kyngyrga River near Arshan, the construction of country houses for the delivery of people coming for treatment begins. The following data on the number of people resting here were recorded: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Prior to the Soviet era, the Arshan Springs were under the jurisdiction of the Irkutsk State Property Administration, were exploited by private individuals and did not receive much development. In this state, "Arshan" was before the October Revolution. March 20, 1919 by decree of the Council of People's Commissars signed by V.I. Lenin's medical area was nationalized.

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

From 1925 to 1952, the chief doctors and directors were involved in the management and development of the Arshan resort: M.S. Malinovsky, A.I. Kazantsev, A.K. Aborin, S.K. Fedorovtsev, M.I. Zvonarev, N.M. Shakhnin, P.S. Mezhevov, H.G. Khakhalov, V. Dudin, P.T. Yazhinov.

From 1952 to 1958 the resort was headed by the honored doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968 the resort was headed by the chief physicians Valentina Alexandrovna Lisina, Valentin Ivanovich Chernykh.

In 1971, the resort "Arshan" was given the status of a resort of federal significance. From 1969 to 1997, the resort was headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat ASSR.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, who was awarded the badges "Excellent worker in healthcare of the Ust-Orda Buryat Autonomous Okrug", "Excellent worker in healthcare of the Republic of Sakha (Yakutia)", the medal "Laureate of the All-Russian Exhibition Center". The resort complex "Arshan" is currently a large modern multidisciplinary climatic and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

Indications for treatment at the resort "Arshan": diseases of the digestive system, diseases of the circulatory system, respiratory diseases (chronic bronchitis, tracheobronchitis, bronchial asthma with unclean and mild attacks), diseases of the urinary system (chronic pyelonephritis, urolithiasis disease, cystitis), metabolic diseases and diseases of the endocrine system (obesity, diabetes mellitus).

In the structure of the resort, the sanatoriums "Arshan", "Sayany", the children's sanatorium and health camp "Edelweiss" work all year round, there are also: the department "Mother and Child" for 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and rehabilitation treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), unloading and dietary therapy (RDT) is used in the practice of doctor A.D. Shagdurova, a new medical technology is being introduced - Endoecological rehabilitation according to the method of Professor Yu.I. Levin.

2.2 Sanatorium"Sayans"

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

Sanatorium "Sayany" is a modern five-story stone building with a warm two-story transition to other blocks and services. Buildings containing a canteen banquet hall, a clinic, a pump room, a bathroom, a swimming pool, as well as a cinema and concert and dance halls. The health resort can simultaneously accept 422 people for treatment. Near the building of the sanatorium "Sayany" there are two more two-story buildings No. 8, No. 9 with total area 10781 sq. m.

Vacationers are accommodated in comfortable standard single and double rooms, as well as in "junior suites" and apartments. Each room has a bathroom with shower or bath, TV, refrigerator, satellite TV, hot and cold water. The rooms are heated from the boiler room of the sanatorium.

The main therapeutic factors used in the sanatorium are carbonic, low-mineralized, siliceous, sulfate-bicarbonate-magnesium-calcium slightly acidic mineral waters of three varieties: thermal, warm, cold, intended both for drinking and for external use, healing freshwater medium sulfide silt mud of Tsagan-Nur lake.

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

With special care in the sanatorium, they treat patients of the rehabilitation department, where they are treated after undergoing surgical operations for gastric ulcer, duodenal ulcer, removal of the gallbladder. Since 2006, patients with diabetes mellitus, pregnant women of risk groups who have been operated on for pancreatitis have been recovering here.

The departments "Adult with a child", unloading and dietary therapy (therapeutic starvation) are popular.

Long-term cooperation with the Tomsk Scientific Research Institute of Balneology and Physiotherapy and the Irkutsk State Medical University allows the sanatorium to consistently improve and develop new methods for treating patients with specialized diseases.

Since 2005, the Sayany sanatorium has been fulfilling an important task of the Social Insurance Fund of the Russian Federation - to accept citizens of preferential categories for treatment, in accordance with Federal Law No. 122 of 08.22.2004. Over 6 thousand beneficiaries from Buryatia, Kuzbass, Altai, Zabaikalsky Krai underwent a course of health-improving treatment , Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayans»

Sanatorium "Sayany" has developed infrastructure for excellent rest and entertainment for every taste: all year round there is a swimming pool with a track length of 24 m, a cosmetology room, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, a children's play salon, sports grounds, a cafe "Altan Serge", a rental of sports and tourist equipment, themed evenings, discos are held. The beautifully designed concert hall often hosts local bands. For vacationers, excursions are organized around the picturesque surroundings of the resort - to the craters extinct volcanoes, to the existing datsan, to the waterfalls, all kinds of entertainment and sports events are held.

Additional medical services are provided by: preventive treatment and prosthetics of teeth, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty parlor, oxygen cocktail, underwater shower-massage, autogravitational traction of the spine, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, colon monitor cleaning room, electrocardiography room, physio room. In the sanatorium "Sayany" qualified doctors, specialists who will help to conduct the necessary examination, prescribe treatment, and consult. A beneficial effect on treatment is provided by classes in health groups, in gyms, dosed walking along forest health paths (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win in the difficult competition in the accommodation market.

As a result of the presence of a complex of natural healing factors and highly qualified specialists, the effectiveness of treatment at the Arshan resort is high and amounts to 95% or more, depending on the initial state of the body and the nature and severity of the disease.

Conclusion

Result: As a result of the work done, I understood in detail the various types of additional services, as well as the ways of their provision, I learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

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

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

The hotel is an enterprise designed to provide people who are away from home with accommodation, meals and various additional services.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, their location and intended purpose, the level of comfort and other reasons. Additional services are an indispensable component of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to one or another category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, justification and expediency can be considered the key concepts in line with which any additional services exist.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, which over time brings more and more stable income. Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The current trend in the development of the hotel business is such that accommodation companies diversify their product, trying to offer the maximum number of additional services.

If earlier the presence of a large number of additional services testified to the "star" of the hotel, now additional services are the "face" of the accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. Remaining basic, the accommodation service is taken for granted by the guests. Increased interest is caused by services that distinguish this hotel from a number of others. In most cases, these services are additional.

Listusedliterature

1. Bailik S.I. Hospitality: organization, management, maintenance / S.I. Bailik. - Kiev: Alterpress, 2002.

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

3. Brimer R.A. Fundamentals of management in the hospitality industry / Per. from English. - M.: Aspect-Press, 2003. - 254 p.

4. Brashnov D.G. Hotel service and tourism. - M.: Alfa-M, 2011

5. Wagen L. Hotel business: Textbook. - Rostov-on-Don: Phoenix, 2006.- 471 p.

6. Glebov A. Competitiveness/A. Glebov//Marketing. - 2005. - P.11.

7. Hotel business. S. Medlik, H. Ingram. Ed. Unity-Dana. Moscow 2005.- 361 p.

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

9. http:// Russia-smolensk.ru

10. http:// hotel-new.ru

Appendix№1

table№1

	Briefdescriptionnumbers
Apartment for 4 persons (2 main places, 2 additional places)	Isolated room of 3 rooms. In one bedroom there are two 1-sleeping beds, in the second bedroom there is 1 family bed. TV, microwave oven, iron, electric kettle, refrigerator, full* bathroom in the room.
Junior suite double	Isolated room of 2 rooms. 1 family bed or two single beds. TV, electric kettle, iron, refrigerator. Full bathroom in the room.
double room with shower	Isolated 1-room suite with 1 family bed. TV, refrigerator, electric kettle, full bathroom in the room.
2-seater in section	1-room suite in a section of two 2-bed rooms. The room has two single beds. Full bathroom per section. Refrigerator per section.
double without shower	Isolated 1-room suite with two single beds. TV, refrigerator, incomplete** bathroom in the room.
1-seater in the section	1-room suite in a section of two 1-bed rooms. The room has 1 double bed, armchair, TV, refrigerator, electric kettle. Full bathroom per section.

Appendix№2

table№2

	Accommodation1day	voucher(accommodation + customized meals + complex spa treatment) 1 day	voucher10 days	voucher12 days	kursovka (accommodation + custom 1 day	voucherchildren's from4 before14 years(accommodation + customized meals + complex sanatorium-resort 1 day
Suite 4-bed (2 main places, 2 extra places)
Junior suite double
double room with shower 239, 240
2-seater in section 4 pers.
double without shower
1-seater in section 2 pers.
single with shower 219 additional a place
voucherin SECTIONRDT sanatorium "Sayany" (2-bed in the section)	1 day	7 days	10 days	12 days	15 days
Total:

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Introduction

range sales consumer hotel

Currently, the hotel business is a highly profitable sector of the economy of any country in the world. The hotel business is an ideal accommodation option for those who go on vacation and for those who are waiting for business meetings.

Depending on the category, the hotel company is obliged to provide a number of additional services. However, in reality, modern hotels are enterprises that produce and sell a wide variety of services. If the hotel business continues to receive income only through accommodation, then the hotel may face a crisis. The main advantage of the hotel is achieved when it effectively uses the number of rooms and offers a range of additional services that takes into account both the needs of residents and clients.

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

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

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

The object of this work is the hotel "Polyot".

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

Objectives of the course work:

1) analyze the services provided by hotels

2) to analyze the organization of additional and related services to attract customers in the Polet hotel.

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

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

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

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

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

Individual services and groups of services;

Product "hotel" as a set of services;

The product "hotel" as a complex of services plus additional services.

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

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

In this regard, it can be argued that the system-forming category in the labor activity of hotel business workers is the concept of "service".

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

Hotel service is an extraordinary product. Have to deal with real estate. The hotel room cannot be moved from place to place during the sale. Indeed, in reality, it is not the number itself that is sold, but the right to occupy it for a certain time. In most hospitality situations, offering a service requires the presence of both the provider and the recipient.

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

The peculiarity of the hotel service is that it cannot be stored and accumulated in order to offer it later (for example, you cannot offer a single room that has not been used today for two nights on next night). Not being able to store and accumulate the results of operational activities, hotels in their work depend on current demand, which determines the constant work to provide services regardless of time, that is, they must work continuously.

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

The concept of "service" has a universal meaning, it is intangible and not stored, the service cannot be measured, it can only be evaluated.

Hotel rooms - the main element of the accommodation service - multifunctional rooms designed for rest, sleep, work of living guests.

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

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

Bed;

Chair or armchair per seat;

Night table or bedside table for one bed;

Wardrobe;

General lighting;

Wastebasket.

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

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

Production (cooking in the kitchen);

Trade (sale of ready-to-eat products, alcoholic and non-alcoholic beverages);

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

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

Thus, summing up, we can say that the hotel service does not have a finished, finished form, it is formed during the service with close interaction between the performer and the consumer.

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

It is noteworthy that financial issues in the organization and development of additional services are far from always in the foreground. In the system of additional services, as in no other part of the hotel business, non-standard approaches to solving many issues are in demand. This gives the hotel, though small, but a real opportunity to stand out from the competition.

However, the hotel is a commercial organization. Accordingly, the main purpose of its existence is to make a profit. The profit in the hotel, first of all, depends on the occupancy of the hotel. Consider how additional services can affect this indicator.

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

Income is the main motivating factor in organizing additional services.

For example, it would probably not make sense for the Volga Hotel in Kazan to set up a heliport near its building, since it does not have to rely on guests who can afford helicopter travel. But the famous Dubai hotel "Burj Al Arab" uses this type of air transport to deliver VIPs.

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

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

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

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

The entertainment infrastructure of resort hotels is designed primarily for residents. As a rule, there are few guests "from outside" on the territory of hotels.

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

Free parking;

Access to wi-fi throughout the hotel;

Small fitness center;

Conference halls and meeting rooms.

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

Moreover, the presence of additional services allows resort hotels make up for the difference between high and low seasons by attracting local residents. This is also true for city hotels, which today are turning into multifunctional complexes (MFC): the hotel is combined with a business center, water park, shopping center, casino, etc. Thus, the level of income levels off during the year.

An important factor determining the availability of certain additional services is the season. So, a year-round hotel tries to even out the profit margin during a weak tourist flow in relation to the peak season. In this case, they resort to organizing various entertainment programs, holidays included in the price. And the Renaissance hotel in Samara organizes trips to the beach for guests in the summer.

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

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

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

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

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

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

Considering Russian practice, we will rely on the requirements of GOSTs, the Rules for the Provision of Hotel Services (PPGU), as well as the latest version of the Classification System for hotels and other accommodation facilities (hereinafter referred to as the Classification System).

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

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

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

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

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

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

Organization of special winter excursion routes;

Inviting guests to participate in the dramatization of fairy tales;

Lotteries, prize draws, etc.

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

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

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

1. Pullman: represents the upper price category (upscale). In our practice, it corresponds to 4 stars. Pullman brand hotels are expensive business hotels. For example, the Parisian Pullman Paris Montparnasse offers its guests the widest conference services among all hotels in Paris with free parking and wi-fi internet.

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

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

4. Mercure: also a mid-price brand focused on business travelers (and, above all, group business events). From here, all offers are related to conference services.

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

6. Motel 6: A brand of budget-friendly motels primarily aimed at caravaners. Hotels offer a minimum set of services and special programs for students and pensioners.

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

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

At the same time, it should be noted that the Park Inn by Radisson brand is the largest (in terms of the number of rooms) in Europe in the mainstream segment.

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

Summing up the results of the first chapter, we note that the services of accommodation facilities are divided into basic and additional. Under the main, in accordance with the regulatory requirements for accommodation facilities, they mean accommodation and catering services (included in the room price). Additional services include a wide range of services, the range of which is determined by a variety of factors (seasonality, hotel category, its functional purpose, location). The main motivating factor for the introduction of additional facilities is the increase in the income of the accommodation facility. Additional services have a significant impact both on increasing the percentage of hotel occupancy and on increasing its total income (since additional services allow not only to keep guests for more long term, but also to attract other groups of customers who will not stay at the hotel (local residents, corporate clients and etc.)).

Domestic practice shows that the range of additional services of Russian hotels, first of all, depends on the requirements of national legislation (GOSTs, Classification system for hotels and other accommodation facilities, Rules for the provision of hotel services). These documents define both the requirements for a minimum set of free services, regardless of the category of the hotel, and required list additional services in accordance with the star rating of the hotel. The foreign practice of providing additional services has largely developed under the influence of international hotel chains, which have developed their own classification system for their hotels depending on the price and range of services, which, in our opinion, more objectively allows for segmentation in the hotel market, which, ultimately, makes the market more transparent for customers.

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

2.1 general characteristics hotel activities

Opened in 2009 new hotel- "Flight", it is located in close proximity to international airport third capital. The hotel is located at the address: Kazan, Aeroportovskaya street, 3.

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

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

2. Continuous improvement of guest satisfaction and the number of regular customers.

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

4. Constant increase in the rate of revenue growth from the number with the priority of increasing due to loading.

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

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

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

The main tasks of the Polet Hotel:

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

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

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

The main activities of the hotel include:

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

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

3. Organization of registration of documents necessary for settling in a hotel.

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

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

6. Ensuring the timely and lawful formulation of the issue of classifying the hotel to categories and hotel rooms to categories.

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

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

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

Perhaps the location of the hotel near Kazan International Airport may not seem the best. the best option, as you can imagine that it is always noisy there. However, this is absolutely not the case. The hotel is located next to the forest belt and thanks to this, the rest here becomes much more pleasant and calmer.

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

Table 2.1.1

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

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

In particular, the hotel provides free of charge:

Handing correspondence to guests;

Morning wake-up call (upon request);

Daily cleaning of the maid's room, including bedding;

Change of bed linen at least once every five days;

Change of towels at least once every three days;

Provision of an iron, ironing board;

Storage of valuables in individual safes in the rooms and / or in safe boxes at the reception.

Let's take a closer look at the additional services provided by Polet:

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

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

3. Organization of excursions;

4. Ordering and delivery of air and railway tickets, as well as ordering tickets for all cultural and entertainment events in the city of Kazan, calling a taxi, delivering flowers and much more;

5. Laundry and dry cleaning;

6. Executive limousine;

7. First-aid post.

The following equipment is available for rent:

computer,

printer,

fax machine,

TV,

copier,

screen, flip chart,

sound reinforcement systems,

Microphones, etc.

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

The hotel complex also has a helipad.

Note that accommodation and food services are among the main services. At the same time, the share of catering services in the overall structure of the volume of sales of hotel services is decreasing, while accommodation services are increasing. This is largely due to the weak promotion of food services among local residents. This is typical for Russian hotels urban type.

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

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

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

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

Conclusion

As a result of the work done, I understood in detail the various types of additional services as well as the ways to provide them, I learned that at the moment the hotel business is only developing, the process of providing hotel services is a rather complex, but well-organized and consistent set of actions. A system of measures that provides a high level of comfort that satisfies a variety of household and household needs of guests is called a service in the hotel business. The hotel is an enterprise designed to provide people who are away from home with accommodation, meals and various additional services.

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

Drawing conclusions on the course work, I want to note that at present, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. Remaining basic, the accommodation service is taken for granted by the guests. Increased interest is caused by services that distinguish this hotel from a number of others. In most cases, these services are additional.

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Additional services in hotels in more detail

Phone chargers and adapters

If you forgot your charger at home or just don't have a suitable adapter, go to the reception - they have spare ones.

Among the hotels offering free charging are the Kimpton, Hyatt and Sheraton Puerto Rico hotels, which recently introduced a charger service for the most different models phones.

Better pillows

Some hotels offer pillow menus that allow guests to choose the pillow of their choice based on firmness, shape, and sleeping habits.

Some pillows help to reduce snoring, while others serve as an attribute of a serene morning when you want to soak up a little longer in bed. The Conrad hotel chain invites guests to choose the right pillow or even book their favorite pillows through the mobile concierge app. Acqualina Resort & Spa also offers this service free of charge.

For those ladies who forgot to put curling irons or hair straighteners in their suitcase, some hotels are ready to help out. Hyatt, Kimpton and W Paris-Opéra hotels include this service as a free service upon request.

Car rental

Free high quality car rental. Thompson Chicago has a contract with Lexus that allows guests to test cars such as the LS 460 executive sedan, the 8-passenger luxury crossover or the IS 350 convertible for 4 hours.

The Rancho Valencia Resort & Spa hotel chain offers 3 Porsche models: 911 convertible, Panamera Hybrid and Cayenne GTS, which can be used up to 4 hours a day after prior reservation with a hotel employee.

The Rolls-Royce Phantom with driver is available to guests of the Beverly Wilshire Hotel: service on a first-come-first-served basis from 8.30 to 23.00. The driver will take you anywhere within a radius of 5 km.

yoga mats

For those who love to warm up and while traveling, hotels have prepared yoga mats that you can rent for free and use them in your room.

Hyatt hotels and Affinia hotels in New York and Washington DC and W Retreat & Spa in Vieques Island (Puerto Rico) are just some of the hotels offering free mats.

A sewing kit is a lifesaver in cases where a hole has appeared on clothes or a button has suddenly come off. Fortunately, in many hotels there is always such a set if someone suddenly needs it.

Here are some hotels that give out sewing kits as a gift to guests: W South Beach, W Retreat & Spa in Vieques Island (Puerto Rico), Hilton Hawaiian Village Waikiki Beach Resort, Casa Marina.

EBooks

Trump Soho, Revere Hotel Boston Common, The James New York are just a few of the many hotels where you can relax by the pool during the summer with an e-book rental.

Toothpaste and mouthwash

Basic personal hygiene items such as mouthwash or toothpaste are often given out by hotels. Conrad Hotels, Waldorf Astoria, Best Western and many others offer them as a gift from the company.

Shaving cream and dental floss are also often found in their rooms.

Perhaps your nail polish peeled off during your trip, or you didn't have time to remove it before leaving. In any case, nail polish remover wipes will help solve the problem - and for free.

If necessary, they are given at Affinia hotels, Omni hotels and Wyndham hotels.

Lockable bags

Resealable plastic bags are good for pre-flight packing. Some companies, including Oil Nut Bay and Kimpton, offer them at no additional cost.

Nightlights

For those traveling with children or who want to light up their room, some hotels, such as Kimpton and Aqualina Resort & Spa, can offer a night light.

Entertainment for children

Instead of taking all your child's toys on the road, try asking for new ones when you check in at the hotel. Many hotel chains offer cute little things for kids, from colored wax crayons and geographic scratch cards (where you can mark places you've been) to bath toys.

AlSol Hotels & Resorts, Hilton Waikoloa Village, and Casa Marina, A Waldorf Astoria Resort will keep your kids entertained. And besides, it's completely free.

GoPro rental

When extra outlets are needed, an extension cord is the best way out. Don't bring too much with you, just ask at the front desk the next time you're in a hotel. Some hotels do have them.

The Hilton West Palm Beach and Kimpton hotels are just some of them.

Board games

Whether for children or adults, most hotels have prepared board games for their guests. If suddenly someone wants to play, the employees of the Dorchester Collection, Corinthia Hotel will bring the game directly to the room. Or you can take part in a board game competition - for example, in the hotels of the Los Suenos Marriott Ocean & Golf Resort.

Sports accessories

In addition to yoga mats, there are many other sports equipment available for rent. For example, Westin hotels have an agreement with New Balance, a sportswear company, that the hotel chain can sell their branded shoes and clothing to guests for as little as $5. Just specify the size of your clothes and shoes, and the order will be delivered to your room.

Hyatt hotels offer dumbbells to their guests for free, and Hilton Garden Inn - its Stay Fit Kit as a gift - it includes elastic bands for Pilates, yoga mat, hand straps, large elastic balls (fitballs), 1.5-kg dumbbells , expanders.

Special offers

Some hotels suit special events and even organize courses. So when you check in at the hotel, don't forget to ask the hotel clerk about the opportunities you can take advantage of during your stay.

A few examples of such offerings include free Spanish courses at Los Suenos Marriott Ocean & Golf Resort hotels, glowing bocce balls and other outdoor activities at Hilton West Palm Beach.

Sourced from Business Insider.

To attract the attention of guests and make a great impression, hotels offer a variety of additional options. They can refer to service directly in the rooms, and to services within the entire hotel. The cost of some services is included in the accommodation, such as breakfast. A visit to the beach or pool is usually paid separately, but there are exceptions. When calculating the cost of living, it is better to specify all the details on the official websites of the hotel or by phone.

Free services at the hotel

Free WiFi

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

Without a bank card

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

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

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

Animal accommodation

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

Free cancellation

In the struggle for customers, hotels attract guests with special booking conditions. When the trip is planned in advance, it is likely that the arrival date will be postponed. In such cases, the free cancellation option is very convenient. It operates subject to advance notification of the hotel administration. Usually three days before the scheduled date.

Smoking in the hotel

Legislation regarding smoking in public places is constantly being tightened. Many hotels are strictly non-smoking. Violators should be aware that there are tobacco smoke detectors in the rooms. Therefore, heavy smokers are not recommended to take risks if they do not want to pay a fine and the cost of cleaning their tobacco room. Hotels where you can smoke either have smoking rooms or specially designated smoking areas.

Free breakfast at the hotel

Breakfast is not included in the room options in hotels, if it was not specified when booking. The higher the category or star rating of the hotel, the more varied the morning menu. Continental breakfast includes juices, hot drinks, buttered scones and jams. The famous English breakfast in hotels differs from the continental breakfast in the presence of scrambled eggs. The most popular option is the buffet. Dishes are offered in a variety of ways - from fruit cuts to meat pates.

Paid services in hotels

Household appliances in the room

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

an extra bed

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

Work or leisure

Standard rooms do not include a comfortable desk and armchair. Therefore, for working guests there is an option "workplace". Services in hotels may even include a telephone with a direct international connection. And lovers of passive recreation can connect some cable TV channels.

Events

For entertainment, you must pay a separate fee, but sometimes hotels give guests tickets for performances, subscriptions to the pool, and a wellness center. The most modern hotels offer more than active leisure, after which not only pleasant impressions will remain, but also useful skills. These can be needlework workshops, culinary workshops, surfing or painting lessons.

The desire to win great reviews forces hotels to invent new and improve existing options. It is they who allow you to impress guests with care, comfort and courtesy.

Try to search for hotels and services in them right now. Hotel issue pages will open in a new window

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

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 to use the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, juice bar), grocery and souvenir shops, vending machines.

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

Such services also include gyms, playgrounds, mini-golf, a gym, golf, basketball, volleyball, table tennis, tennis, stables, a beach on the sea, lake, river coast, as well as equipment for water and underwater sports .

You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a left-luggage office, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (for a plane, train, bus, taxi, etc.), travel agency and excursions, car rental, parking and car parking, garage, shoe shine. At the service of business people are provided: a meeting room, concert hall, business centers, copier, 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 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 typical:

services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);

shops (souvenir, grocery), vending machines;

entertainment infrastructure (discotheque, casino, night club, slot machine hall, billiard room);

excursion service, services of guides-translators;

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 matter;

household services (repair and cleaning of shoes; repair and ironing of clothes; 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 - TVs, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);

beauty salon services;

sauna, bath, swimming pools, gym;

rent of negotiation halls, conference hall;

business center services;

other services

The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry.

It is necessary to highlight the aspect of organizing breakfast at the hotel. In order to provide guests with a full-fledged hot breakfast, it is necessary to have an equipped room for its preparation and serving in accordance with the "Rules for the provision of catering services" and meeting sanitary, fire, epidemiological and other rules.

In most small hotels it is impossible to organize such a room, but this is not a reason to be upset and give up. The way out of this situation is as follows. You can provide guests with a breakfast that consists of products that do not require cooking. That is, it can be cuts (cheese, sausage), muesli, yogurt, muffins, etc.

Alternatively, you can conclude an agreement with a catering company that will deliver hot breakfasts every morning and the hotel service will be at the highest level thanks to this.

Breakfast types:

CBF - Continental Breakfast (Continental Breakfast). Continental breakfast or CBF for short. This is the most modest type of breakfast. Most often served in European 2*-5* hotels, it can sometimes be found in lower category hotels (2*-3*) in other parts of the world. Breakfast consists of tea, coffee, a bun, butter, cottage cheese, an egg, you can also be offered fruit or yogurt.

ABF - American Breakfast (American Breakfast). American breakfast. Fans of a heartier breakfast than CBF should choose this type. In addition to everything that will be offered to you with a continental breakfast, various sausages, hams, cheeses, and vegetable salads will be added to the American breakfast. This type is most common in America and Western Europe.

BBF - Buffet Breakfast Buffet). The most common and popular type of breakfast. Quite often you can find the universal designation of this type - BB. "Buffet" is the most nutritious and plentiful breakfast. The hotel uses breakfasts of this type most often. It can be found in most hotels around the world. It usually includes all dairy and meat products, vegetables and fruits, pastries and confectionery, and all locally produced drinks (even alcoholic drinks will be offered in some cases). The type of food "Buffet" implies the ability to take as much food as necessary, making an unlimited number of approaches.

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 can not impose services. In accordance with the "Rules for the provision of hotel services in the Russian Federation", the contractor is not entitled 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 by the contract. It is also prohibited to condition the performance of certain services on the mandatory provision of other services.

The list of services depends on the category of the hotel. Not all hotels have the opportunity to organize personal 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.

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

Additional services in the hotel service. Abstract: Basic and additional hotel services

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Additional services in hotels in more detail

Phone chargers and adapters

Better pillows

Car rental

yoga mats

EBooks

Toothpaste and mouthwash

Lockable bags

Nightlights

Entertainment for children

GoPro rental

Board games

Sports accessories

Special offers

Free services at the hotel

Free WiFi

Without a bank card

Animal accommodation

Free cancellation

Smoking in the hotel

Free breakfast at the hotel

Paid services in hotels

Household appliances in the room

an extra bed

Work or leisure

Events