What are the services in the hotel. Basic and additional services in hotels. Catering service

To grab the attention of guests and make a great experience, hotels offer a variety of additional options. They can relate to service directly in the rooms and services within the entire hotel. Some services are included in the stay, 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 clarify all the details on the official websites of the hotel or by phone.

Free hotel services

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 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 write off 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 disclose their card details in order 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. Most Popular On this moment:

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

Accommodation of animals

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 the managers of the e-mail.

Free Cancellation

In the struggle for customers, hotels attract guests with special booking conditions. When a trip is planned in advance, the arrival date is likely to be postponed. In such cases, the free cancellation option is very convenient. It works on condition that the hotel administration is notified in advance. Usually three days before the scheduled date.

Smoking in the hotel

The legislation regarding smoking in public places is constantly being tightened. Smoking is strictly prohibited on the territory of many hotels. Offenders should be aware that there are smoke detectors in the rooms. Therefore, heavy smokers are not advised to take risks if they do not want to pay the fine and the cost of cleaning the room. Smoke-free hotels have either smoking rooms or designated smoking areas.

Free breakfast at the hotel

Breakfast is not included in the hotel room options, if it was not specified when booking. The higher the category or star rating of the hotel, the more varied the morning menu. The continental breakfast includes juices, hot drinks, butter rolls and jam. The famous English breakfast in hotels differs from the continental 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 pâtés.

Paid services in hotels

Household appliances in the room

If the room does not provide a hairdryer or minibar, then it can be ordered additionally. Less often in hotels it is possible to take a kettle into the room. But when you need to tidy up wrinkled clothes, 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 to install an extra bed in the room. This can be a small bed, a folding bed or a playpen for a small child.

Work or leisure

IN standard rooms a comfortable table and chair are not provided. Therefore, there is a “workplace” option for working guests. Services in hotels may even include a telephone with direct international communication. And lovers of passive recreation can connect some cable TV channels.

Events

For entertainment you need to pay a separate fee, but sometimes hotels give guests tickets to performances, pool passes, health Center... The most modern hotels offer more active leisure, which will leave not only pleasant impressions, but also useful skills. These can be handicraft workshops, culinary workshops, surfing or painting lessons.

The drive to win great reviews drives hotels to innovate and improve existing options. They make it possible to impress the guests with care, comfort and courtesy.

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What do you have the right to demand from hotels depending on the star rating?

1 star: sign; hot and cold water supply; cooler with drinking water; temperature is not lower than 18.5 degrees; delivery of things to a room above 5 floors in the absence of an elevator; telephone communications; the area of \u200b\u200ba single room is at least 9 square meters, a multi-bed room is at least 6 square meters per person; fan (for southern countries); one toilet for no more than 10 people, a bathroom for 20; 24-hour reception; change of linen and towels every 5 days; daily cleaning.

2 stars: the same, but there should be more varied rooms available - more single, double and triple rooms; change of linen and towels every 3 days, staff uniforms.

3 stars: the same with minor changes - illuminated sign and illuminated area; own parking; free baggage delivery above three floors in the absence of an elevator; alarm and video surveillance; ventilation system; telephone in the room; room size - at least 12 square meters per person; bathroom in the room; decorative landscaping, carpeting in the halls; change of bed linen - once every three days, towels - daily.

4 stars: the same plus - air conditioning; free baggage delivery above two floors in the absence of an elevator; internet in public areas; rooms with an area of \u200b\u200bnot less than 14 square meters per person; thermostat for room temperature control; individual safe boxes; business center (photocopying, computers, meeting rooms), sports center, swimming pool, shop, restaurant, doorman, meals (there are exceptions); change of linen every 2 days, towels - daily.

5 stars: plus - broadcasting; internet in the rooms; a complete set of toiletries; change of bed linen and towels daily.

What services is the hotel obliged to provide for free?

For absolutely all objects, regardless of whether it is expensive or cheap hotel in Moscow, as in the whole world, there is a mandatory list of services that personnel must provide. You can claim it for free:

call an ambulance;
use the hotel's first aid kit;
get information about orientation in an unfamiliar city;
receive correspondence directly to your room;
wake you up at a specific time;
hot boiled water, a set of dishes and cutlery, sewing accessories.

Additional services in hotels

When choosing where exactly, tourists traditionally choose those organizations that provide as many additional services as possible - after all, this provides complete comfort, although it requires a separate payment. But these costs are not so significant compared to not limiting yourself in convenience. What is usually included in the set of such services?

Restaurants with conference rooms and other premises for events. This service is sure to attract tourists traveling for business purposes. These hotels are ideal for hosting business events such as trainings or conferences. They make it possible to accommodate all guests, and during the day to organize general events for them in large halls, including with a buffet or banquet part. A great idea would be to celebrate any personal occasions - for example, the anniversary of graduation or living together: a trip to another city with a multi-day program will forever be remembered by both the heroes of the day and the guests.
Aquapark . This service can be found in southern hotels, most often of high stars. Such hotels are always preferred by families with children - it is very convenient when you can entertain a child without leaving the territory.
Children's room . The opportunity to transfer children to people who know exactly how to keep them entertained with fun and intelligence is the ideal solution for parents who want to carve out some time for themselves on vacation.
Night clubs . The influx of young people is always ensured for such hotels. The opportunity to go down and dance at any time - for big fun companies sometimes this sometimes becomes the main reason book a hotel room.
Beauty saloon . On a trip, there is often no way to fully put yourself in order - to do a hairdo or a manicure, cosmetic procedures. Nevertheless, it is necessary to look great even on trips, especially if they are related to work, new acquaintances, business meetings. The beauty salon right at the hotel is amazingly convenient for the guests. You do not need to look for a place where you can be received in the near future, to get to it. You can enter the beauty treatments without leaving the building, right before bedtime or morning exit. This means tremendous time savings for tourists, and on trips it is always worth its weight in gold.
The Moskvich Hotel also has a beauty salon that provides a full range of services for a perfect appearance.
Ateliers and repair shops... A lightning or an umbrella can break, a wheel on a suitcase loosen, or a watch battery can expire at any time, including while on vacation. It is convenient when you can contact a master who is within walking distance.

Most modern hotels are developed complexes offering a variety of services to consumers. The range of services for accommodation facilities of different categories is given in the "Classification System for Hotels and Other Accommodation Facilities".

As a rule, the organization of additional services involves the creation of independent services for each of their types.

Paid additional services (PDU) are subdivided:

for household services (washing, dry cleaning, ironing and minor repairs of clothes, cleaning and repair of shoes, watches, suitcases, equipment, luggage storage, valuables in the administration safe, individual safes);

intermediary (booking seats in restaurants, tickets for various types of transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);

car service centers (parking lot, garage, minor vehicle repairs);

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

The material and technical support of the hotel, the list and quality of the services provided must meet the requirements of the category assigned to it. Hotels that independently produce additional services, respectively, have a large and varied personnel by profession.

This is, in addition to the main medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are complemented 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; calling an ambulance; the use of a medical kit; delivery of correspondence to the room.

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

Some services  beach, pool, gym, etc.  are paid before use, others  food, telephone calls, etc.  after their delivery.

The documentation of the remote control is carried out on the basis of the price list. By order of the Ministry of Finance of the Russian Federation of 13.12.1993 No. 121, standard forms 12-Г "Receipt No. for the provision of additional paid services" (Appendix 4) and 11-Г "Parking" (Appendix 5) were approved. Receipts are issued in two copies (the first is submitted to the accounting department, the second - to the payer) and are strict reporting forms. They are issued by the service provider when the fee is charged. An invoice is issued at catering establishments. If the service is paid for through the central cashier (at the reception service), the invoice can be issued in the standard form 3G or 3GM. All services are registered in special magazines. The form of entries in them is determined by the hotel itself. For example, in the register of public services on the floor, the following form of entry is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) 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, while a report is drawn up.

Without fail, the following information should be located in the reception and accommodation service in an easy-to-see place: list and price of additional paid services; extracts from the state standard, which sets the requirements for the provision of services; list of services included in the room price; information about the form and procedure for payment for services.

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

Enterprises renting premises in hotels take part in servicing residents. It can be a bank branch, shops, restaurants, cafes.

The relationship between the parties is based on agreements that comply with the Civil Code of the Russian Federation. Lease (Chapter 34 of the Civil Code of the Russian Federation) is a property lease agreement. The lessor (landlord) undertakes to provide the lessee (tenant) with the property for a fee for temporary possession and use or for temporary use. Products and income are the property of the lessee.

Land plots, enterprises, buildings, equipment, vehicles can be leased. If the lease agreement does not contain information about the property being leased out, it is considered invalid. The landlord can be the owner of the property, as well as persons authorized by law or the owner to lease the property.

The real estate lease agreement is concluded in writing. Real estate lease agreements are subject to state registration.

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

the amount of payments made periodically or at a time;

a specified share of products or income received as a result of the lease of property;

provision of certain services by the tenant.

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

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

INTRODUCTION

Currently, the hotel business is a highly profitable branch of the economy of any country in the world. The hotel company is the ideal accommodation option for those who are going on vacation and for those who are looking 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. The hotel achieves the main advantage when it effectively uses the number of rooms and offers a set of additional services that takes into account both the needs of residents and clients "from the street".

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

identify the most important services for hotels;

Make a list of additional services to be introduced;

Analyze services in four and five star hotels;

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

Make arrangements for the organization of additional services.

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

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

RELEVANCE in this topic is due to the fact that additional services make up the third part in terms of profitability in a hotel, after income from rooms and catering services, and are competitive for hotels.

Expanding the range of additional services develops, supplements and adjusts the promising directions of development of the hotel enterprise, taking into account the specific situation. The development of new services is a prerequisite for the progressive development of any hotel enterprise.

The most significant factor for hotels today is the expansion of the existing range of additional services, the presence of which demonstrates the progressive nature of the development of the hotel enterprise.

The relevance of the research topic is due to the fact that one of the main conditions for the successful development of enterprises in the hospitality industry is the availability of a wide range of additional services. That is why, firstly, there is a need to expand the existing spectrum, and secondly, to adapt it to the segment of consumers that the enterprise is focused on. Thus, the growth of efficiency and the creation of favorable conditions for development hospitality is possible only if there is a well-established technology for creating and implementing additional services.

ROLE OF ADDITIONAL SERVICES IN THE HOTEL. MAIN TYPES

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

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, the 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, phytobar), grocery and souvenir shops, and vending machines.

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

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

You can also visit a beauty salon, hairdresser, as well as use the services of a first-aid post, luggage room, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking point (for plane, train, bus, taxi, etc.), travel agency and excursions, car rental, car park and car parking, garage, shoe shine. To services business people provided: 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 meet the requirements of the category assigned to the hotel.

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

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

Shops (souvenir, grocery), vending machines;

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

Excursion service, guide-interpreter services;

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);

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed materials;

Consumer services (shoe repair and cleaning; 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 of watches, household appliances, radio equipment; services of a hairdresser, manicure and massage rooms and other household services);

Beauty salon services;

Sauna, steam bath, swimming pools, gym;

Rent of meeting rooms, conference rooms;

Business center services;

Other services.

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

The service should be built not only on the demand principle (what the guest wants), but also on the supply principle (the hotel offers new services that it can provide, but 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 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 some services on the mandatory provision of other services.

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

Businesses that provide 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 about how and where to get services, opening hours should be convenient for guests.

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

Booking services

Hotel reservation services are widespread throughout the world and provide all the necessary hotel services for a comfortable pastime of tourists and businessmen in another city. Day hotel reservations are quite a popular service. When ordering a hotel through a booking organization, a client solves several problems at once. First, there is no need to search for free hotel rooms on your own. The operators of the reservation service will do this work for you. Secondly, hotel reservations are guaranteed, and the client can be sure that the room will be prepared for his arrival. Thirdly, in addition to ordering a hotel, you can order a number of related services.

Registration, applications and reservations in hotels are made by phone or on the website of the reservation service. You can also send the Application by e-mail. An application for booking a hotel does not oblige the client to anything, since by ordering a room in advance, you can pay for it a few days before check-out or cancel your booking. In order to book a hotel room, the client needs to decide in which category of hotels he would like to stay. In addition, the customer's surname, first name and patronymic, and his contact details are indicated in the booking application. If the customer has wishes for additional services, comments on the choice of a hotel and the like, then this must also be indicated. Also, when booking a hotel, you must definitely specify - the price of the room offered to you is indicated taking into account the included breakfast and other meals, or it is paid separately.

According to existing rules, confirmation of a hotel reservation by a service or a booking center takes place on the day of receipt of the application from the client, but no later than 24 hours later. The booking confirmation must include the booking number. If it is impossible to confirm a hotel reservation that meets the conditions of the client's order, he is offered other accommodation options. When booking a hotel, you need to know that the checkout time for the start of service in each hotel is set independently and must be specified when booking a room. The check-out time for the end of service in hotels is 12:00. Departure later than checkout time is paid, as a rule, additionally.

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

For example, many booking services provide their customers with discounts ranging from 1 to 5 percent when booking a hotel online through the booking site.

It is also practiced that the booking services for the sale of proposals for the so-called "last minute" rooms in hotels of various price categories, and also offers rooms during periods of high occupancy of hotels, when there is the greatest probability of lack of seats.

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

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

Before making a hotel reservation directly, the client should read the information on the terms of booking and cancellation of the order.

Contacting services and centers professionally engaged in hotel booking will help save not only the client's time and money, but also save unnecessary fuss and uncertainty.

Booking conditions vary from hotel to hotel. In order to avoid misunderstandings, customers should explain these conditions in detail when contacting the hotel.

The process of processing a letter of application for accommodation and issuing a booking confirmation is as follows:

Upon receipt of the letter of application for accommodation, the employee of the booking department fills out the appropriate form or enters the most important data from the letter of application for accommodation in the room reservation journal. Then he registers the application in the hotel's electronic booking system and assigns a serial number to it. All reservations must be entered into the computer system within 1-2 hours. Based on the entered information, a perspective schedule of hotel loading is formed.

When registering a booking request, special attention should be paid to the type of booking and the form of payment. In case of a guaranteed reservation, the application must contain the details of the payment documents, guaranteeing the receipt of payment for the room if the guest does not appear or the client is late cancellation of the reservation. The more information will be entered into the electronic booking system, the better and faster the process of settling and checking out clients will be.

The booking officer prepares a booking confirmation, where all the necessary details are entered. The confirmation number will be the same number under which the application for placement was registered. Typically hotels already have booking confirmation forms. They can be both forms already included in the electronic booking system, and forms printed by a typographic method. Confirmation of the reservation must be made in the same language in which the application for accommodation was made. The booking confirmation text is highly dependent on the type of booking.

With a guaranteed booking, the guest's waiting period is indicated, after which penalties apply in case of late cancellation of the order for accommodation or non-arrival at the hotel. In case of non-guaranteed booking, the time until which the guest can expect to receive the room he has booked is indicated. Typically, your booking confirmation text begins with an acknowledgment for choosing this hotel.