Booking additional services at the hotel. Providing additional services at the hotel

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Additional services in hotels in more detail

Phone chargers and adapters

If you forgot your charger at home or simply don't have a suitable adapter, go to the front desk - they have spares.

Hotels offering free charging include Kimpton, Hyatt and Sheraton Puerto Rico, which recently introduced chargers for a wide range of phone models.

Better pillows

Some hotels offer a "menu" of pillows that allow guests to choose a pillow of their choice based on firmness, shape and sleeping habits.

Some pillows help reduce snoring, while others are ideal for those peaceful mornings when you want to snuggle up in bed. The Conrad hotel chain allows guests to choose the right pillow or even reserve 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 or straightening irons in their suitcase, some hotels are ready to help out. In hotels of the Hyatt, Kimpton and W Paris-Opéra chains, a similar service is included in the list of free services upon request.

Car rental

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

Rancho Valencia Resort & Spa offers 3 Porsche models: 911 Convertible, Panamera Hybrid and Cayenne GTS, which can be used for up to 4 hours a day after pre-booking with a hotel employee.

The Beverly Wilshire Hotel has access to a chauffeured Rolls-Royce Phantom on a first-come, first-served basis from 8:30 a.m. to 11:00 p.m. The driver will take you anywhere within a 5 km radius.

Yoga mats

For those who like to exercise and when traveling, hotels have prepared yoga mats that you can rent for free and use in your room.

Hyatt hotels and Affinia hotels in New York and Washington, and W Retreat & Spa on Vieques Island, Puerto Rico, are just a few of the hotels that offer free mats.

A sewing kit is a lifesaver in cases where a hole appears on your clothing or a button suddenly comes off. Fortunately, many hotels will always have such a set if someone suddenly needs it.

Here are some hotels that provide sewing kits as gifts to guests: W South Beach, W Retreat & Spa on the island of Vieques (Puerto Rico), Hilton Hawaiian Village Waikiki Beach Resort, Casa Marina.

E-books

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

Toothpaste and mouthwash

Basic personal hygiene items such as mouthwash or toothpaste are often provided at hotels. Conrad Hotels, Waldorf Astoria, Best Western and many others offer them as company gifts.

Guests also often find shaving cream and dental floss in their rooms.

Perhaps your nail polish chipped 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 provided at Affinia hotels, Omni hotels and Wyndham hotels.

Ziploc bags

Ziploc plastic bags are good for packing before departure. Some companies, including Oil Nut Bay and Kimpton, offer them at no additional cost.

Night lights

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

Entertainment for children

Instead of packing all of your child's toys on the road, try asking for new ones when you check into your hotel. Many hotel chains offer baby treats, from crayons and geographic scratch maps (which you can use to mark the 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 additional outlets are needed, the best solution is an extension cord. Don't take too much with you, just ask at the front desk the next time you're at the hotel. Some hotels definitely have them.

The Hilton West Palm Beach and Kimpton hotels are just a few.

Board games

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

Sports accessories

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

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

Special offers

Some hotels organize special events and even organize courses. So when checking into a hotel, be sure to ask the hotel staff about the opportunities you can take advantage of during your stay.

A few examples of such offers: free Spanish courses at the Los Suenos Marriott Ocean & Golf Resort, glowing bocce balls and other outdoor play equipment at the Hilton West Palm Beach.

Based on materials from Business Insider.

Services provided by hotel enterprises are divided into basic and additional. The main services of the hotel include accommodation services.

Additional services are services provided by a hotel enterprise to the consumer for an additional fee, with the exception of free additional services. Additional types of services are divided into additional free services and additional paid services. The “Rules for the provision of hotel services” regulate the list of additional services that the hotel enterprise is obliged to provide to the consumer without additional payment. This list includes the following services:

- Call an ambulance.
- Use of a first aid kit.
- Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the guest’s request.
- Delivery to the correspondence number upon receipt. Guest mail may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail, and personal notes left for guests. The classification system for hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including the delivery of correspondence. For guests staying in all 4 and 5 star hotels, the dispatch and delivery of registered mail is provided; and for guests staying in a 5-star hotel there is also telefax delivery. All correspondence received in the name of guests is stamped. The stamp indicates the time and date of receipt. Mail is usually placed in a special box at the reception desk. The guest must be immediately informed of the receipt of correspondence addressed to him. If correspondence was received before the guest’s arrival, a note about this must be made in the room reservation log and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests may also receive registered letters, express parcels or other mail that requires a signature upon receipt. This signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after a guest's departure must be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety for registered mail, integrity for parcels; Each type of mail requires its own standard procedures.
- Wake up the guest at a certain time. Very often, guests need a morning wake-up call. When a client requests a wake-up call, the administrator must fill out a “Wake-Up” service form. The administrator on duty is responsible for providing this service. A big advantage for a hotel is to be equipped with an automatic wake-up system, since even for a small hotel, waking up with the help of a telephone operator can be a problem, since most guests ask to be woken up at the same time - 7 o'clock.

Many hotels also provide the following services at no additional charge.

- Preparation and delivery of tea and coffee to your room (not including the cost of tea, coffee, sugar).
- The provision of a baby cot in the room is carried out by the housekeeping service.
- Call a taxi from the city taxi service. When a taxi order is received from the city service, the hotel administrator who accepted the order must fill out the “Order a Taxi” service form. The administrator on duty is responsible for the performance of this service.
- Carrying hand luggage at the request of the guest. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first responsibilities of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid for with tips - the hotel organizes a queue of bellboys in order to receive the same tips.
- Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception service or information desks located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To make it easier for their consumers to navigate, some hotels publish and provide information guides to guests. Such directories usually include simplified maps of the city, telephone numbers for taxis, airports, train stations, banks, churches, various shops, schedules of the most important, recurring events and other information. A computer information terminal is installed in the lobby of some hotels for this purpose. This ensures that guests are less likely to distract staff from their main work and save their time.

For an additional fee, hotels provide various types of services. These are household, transport, sports, business services, tourist and excursion, entertainment and other types of services.

Let's look at the main ones.

Domestic services:

1. Laundry services (washing, dry cleaning, ironing, clothing repair). If a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about this. Orders for clothing repairs are processed in a similar way. Laundry and cleaning order forms are available in each room. There are also instructions on how to hand over your clothes for washing. Items handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry operating hours: washing and ironing open seven days a week, dry cleaning all days except Saturday, Sunday and holidays. An iron and ironing board can be rented upon request.
2. Urgent repairs and shoe cleaning. Many hotels have shoe repair shops. Shoe cleaning machines are installed in the lobbies of upscale hotels.
3. Storage of personal belongings of residents:

Luggage storage. When accepting items, the employee responsible for this area of work records the guest's name, room number, number of pieces of luggage, luggage storage period and issues a corresponding luggage token. As a rule, storage of hand luggage of no more than two pieces is provided free of charge; storage of large items is subject to a fee according to the tariff.

Deposit cells (safes). This is one of the ways to store valuables. They are located in the reception area. The principle of operation of the deposit safe is that there are two keys, one of which is kept by the administrator, the other is given to the guest. It is possible to open the locker only if both keys are available, that is, in the presence of the guest and the hotel employee. When using a safe deposit box, you must comply with a number of formalities and maintain appropriate documentation.

Individual electronic safes located in the guest room, in a place convenient for the guest. In some hotels the cost of use is included in the room price, but in most hotels it is an additional paid service. hotel tourist service trend

Household services also include rental of cultural and household items (dishes, towels, sports equipment and others), as well as minor repairs of watches, electric shavers, radio, film, and photographic equipment; photographic works.

Transport services. Transport services are one of the important types of services in modern hotel complexes. These include: booking tickets, ordering a taxi, renting a car.

1. Booking tickets for various types of transport. Currently, ticket booking is carried out using the latest information technologies. Some global computer networks have achieved great success in this. American companies are the main supplier of software for European systems. Thus, the System One company provides programs for the Amadeus system.

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global unified computer reservation system. Airfare accounts for the bulk of bookings. Booking tickets for various types of transport is carried out with the help of travel companies, usually located in the hotel lobby, or the travel company has direct contact with companies providing ticket booking services.

2. Car rental. The provision of this service is subject to certain requirements. The tourist must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and driver's license (Russian or international). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only with a credit card. The rental price depends on the class of the car. Before signing a car rental agreement, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, rental fees include: unlimited mileage of the car; delivery of a car to a tourist within the city; repair or replacement of a vehicle in the event of a technical malfunction (except for damaged tires, windshield or engine); full insurance in case of a traffic accident not due to the driver’s fault (if at the time of the traffic accident the driver was intoxicated, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance for passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

When ordering a taxi from the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination. The card is issued by the administrator who works on the ground floor of the hotel. The completed card is given to the driver, since the guest may be a foreigner. Payment for the taxi is made by the guest himself to the taxi driver - depending on the route of the trip.

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued and given to the driver. The hotel's own taxi service is organized if the hotel has its own parking lot and garage for vehicles. All cars have a hotel logo (name, emblem), taxi service telephone number, and so on. As a rule, each hotel provides parking services, since many clients travel in their own cars.

Business services. Business center services:

- use of satellite long-distance, international telephone and fax communications;
- copying, laminating, stitching;
- providing the guest with a computer for use or installing a computer in the room (at the guest’s request), performing work on the computer;
- provision of translation work (written translation, simultaneous interpreter services);
- provision of secretary and stenographer services;
- editing;
- rental of video and audio equipment;
- ability to work on the Internet;
- rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open 24 hours a day or on weekdays from 7.30 to 23.00, on weekends and holidays from 9.00 to 200.

Service bureau services include:

- ordering train tickets, reserving seats and confirming flight reservations;
- organizing excursions and tours, ordering tickets and organizing visits to theaters, concert halls, museums, exhibitions, stadiums;
- provision of information and reference material and other services.
- Service bureau operating hours: around the clock or on weekdays - from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Sports and recreation services:

- Sports and fitness center services. The sports and fitness center is a range of services, including the use of indoor and outdoor swimming pools, visits to solariums, hydromassage pools, jacuzzi, saunas (Turkish, Finnish), gyms, as well as massage, aerobics, water aerobics, etc. Visitors to the health center are provided with bathrobes, slippers, towels, personal hygiene products. A mandatory requirement is the presence of experienced specialists (trainers, medical workers) with appropriate qualifications.
- Beauty salon services (hairdressing, cosmetology, manicure and massage rooms). If desired, the guest can be served in the room; in this case, these services have an extra charge.

Tourist and excursion services. Almost every modern hotel has an excursion and tourism bureau and a translation agency. They provide translation services, conducting excursions around the city or region, and selling tour packages to various regions of the country or abroad.

Communication services. Telephone city, long-distance and international communications must be carried out around the clock. Sometimes telephones installed in rooms are equipped with a signal indicator light, this is a conventional sign that there is a message addressed to the guest at the reception service. These conventions must be known to hotel residents.

You can also highlight trade services provided by various retail outlets located on the hotel premises.

High-class hotels are required to provide special services to such categories of consumers as the disabled, the blind, people with disabilities, the elderly, and children. Guests using a wheelchair must be able to access all areas of the hotel. For every 50-100 regular rooms, there is one room specially adapted for a disabled person in a wheelchair: the wheelchair can enter the bathroom, which also has an internal telephone in case the disabled person needs help from staff.

Some luxury hotels provide guests with the services of a personal servant who looks after the guest's wardrobe.

Thus, the services provided at the hotel can be divided into several levels:

- the main hotel product (rooms and minimum requirements for them);
- related hotel product: services or goods necessary for the consumer to use the main product (telephones, laundry/dry cleaning services, transportation, etc.);
- an additional hotel product that gives the main product additional benefit and helps to distinguish this product from the offerings of competitors (for example, a beauty salon, a cinema and concert hall, a tour desk, etc.).

The composition of additional services in the tourist and hotel complex is not limited to the above list of additional services. Modern hotels strive to expand the range of additional services offered as much as possible.

Thus, today we can identify the following main trends in the development of modern hotel industry:

1. Extending the scope of interests of the hotel business to products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). The development of such segments of the hospitality industry as the entertainment industry, including gambling, theme parks, and convention activities, has turned previously unattractive resort and tourist areas into fashionable tourist destinations.
2. The growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If previously the differences between hotels of different classes were significant, now the bar for the “lowest standard” has been significantly raised: even fairly cheap hotels provide high-quality service and a minimum set of amenities.
3. Strengthening the specialization of the hotel business makes it possible to more clearly target certain consumer segments, taking into account various characteristics. Thus, taking into account the price level, three segments were clearly defined - low (budget), medium (economical) and high (luxury). In addition, segmentation is carried out by purpose of travel, by age, by type of work activity of consumers and by other characteristics.
4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

Large hotels offer their potential guests tours of their hotels without leaving their homes. Thus, website visitors can get acquainted with the interiors of hotels, menus of restaurants and bars, and receive a variety of background information.

Thus, the main trends listed above in the modern development of the hotel industry are ultimately aimed at solving the main problems:

- search for your own competitive advantages;
- creating a stable clientele through the ability to find your consumer;
- searching and creating new ways of development, constantly updating our own policies, taking into account the dynamically developing market of hotel and tourism services.

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Introduction

Chapter 1. Provision of additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Additional services service

1.4 Additional food services

1.5. Key trends in the field of additional services

Chapter 2. Provision of additional services in the Sayany sanatorium

2.1 Description of the resort in which the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the Sayany sanatorium

Conclusion

Bibliography

Application

Introduction

Relevanceresearch- a modern hotel complex occupies an important place in the social sphere of the country and helps to satisfy the primary needs of travelers for 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 a major role in increasing 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, intercity and international communication services, and transport services for guests. Hotels cannot do without shops and souvenir kiosks, restaurants and bars.

In addition, focusing on business people, hotels must 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, modern hotels operate 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 guests, and it is the additional services that distinguish this hotel from a number of others that attract increased interest.

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

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

Tasksresearch:

1. Give a theoretical definition of additional services;

2. Analyze the approaches of modern theories and concepts to the analysis of the development processes of modern systems and methods for 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. Assess the effectiveness of additional services in the hotel;

6. Develop proposals for the use of more effective methods of additional services to 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 Sayany sanatorium.

Chapter1. Providingadditionalservices

1.1 ConceptadditionalservicesVhotels

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

To carry out the process of serving tourists, the hotel must provide a minimum set of the following basic services 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 paid additional services must meet 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 involves five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It determines the requirements for hotels of one category or another.

1. 2 Kindsadditionalservices

From the point of view of common sense, there can be no talk 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 accommodation and food services.”

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

Reception and accommodation services (24/7);

Luggage delivery at the guest's request (24 hours a day), luggage delivery is carried out to the elevator in the 1st floor hall;

Taxi call (24/7);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

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

Reservation of a parking space (24/7);

Use of a household self-service room (24 hours a day);

Provision of a baby cot (24/7);

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

Booking a table in the hotel cafe;

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

Automatic shoe shine.

The hotel provides additional services for a fee:

Luggage storage in a storage room (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the administration safe (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

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

Meeting room rental;

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

Electric kettle rental (24/7);

Additional change of bed linen and towels (24/7);

Reception of fax messages (24/7);

Photocopying of documents (24/7);

Scanning documents (daily according to the conference center’s operating hours, except weekends and holidays);

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

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

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Providing hot drinks in the 1st floor hall;

Hair salon services;

Currency exchange services;

Contact vision correction office services;

Dental services, solarium;

Cafe-bar services.

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

The most common:

· excursion services;

· ordering the services of guides and interpreters;

· 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;

· call a taxi;

· car rental;

· ordering places in city restaurants;

· purchase and delivery of flowers;

· sale of souvenirs, postcards and other printed materials;

· Shoe repair;

· repair and ironing of clothes;

· washing and dry cleaning of clothes;

· use of the sauna;

· hairdressing services;

· services of buffets, bars and restaurants;

· rent of a conference room, meeting rooms;

· business center services.

Related services include:

1. provision of sovereign products, tourist symbols;

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

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

Household services are aimed at meeting the needs of guests that arise during their stay at the hotel.

Household services include the following:

1. express washing and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel employees contributes to creating a good impression of the hotel for the guest. Therefore, whether 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 realized by observing the following rules.

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

The most common additional services: excursion services; ordering the services of guides and 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; calling a taxi; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; Shoe repair; repair and ironing of clothes; washing and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference room, meeting rooms; business center services.

1 . 4 Additionalservicesnutrition

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

A hotel restaurant can be a separate catering establishment, or it can be one of the divisions of the hotel complex. Moreover, regardless of the fact that the restaurant is not an independent legal entity providing catering services, it is subject to all the requirements established by law for catering establishments.

The basic requirements for such catering establishments as restaurants are established in Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 “On approval of the Rules for the provision of public catering services.”

In accordance with the classification of public catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises" restaurant is a public catering establishment with a wide range of complexly prepared dishes, including custom and signature dishes; wine, vodka, tobacco and confectionery products, with a higher level of service in combination with recreation.

1.5 BasictrendsVsphereadditionalservices

Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts within which any additional services exist can be considered justification and expediency.

Favorable development of this area of the hotel’s activities is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily operation of the hotel, and competent management of this area of work. It is noteworthy that financial issues are not always in the foreground when organizing and developing additional services. In the system of additional services, like in no other part of the hotel business, non-standard approaches to solving many issues are in demand.

This gives the hotel a small but real opportunity to stand out from its competitors.

The development of a system of additional services is also possible outside the walls of a 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 to such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of appropriate urban infrastructure, can and should be carried out by some external force, and the state is ideally suited for this role.

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 hotel services itself.

The main ones are the organization at its base of various conferences, symposiums and trainings for personnel. Serving corporate business tourists can bring up to 40-50% of income. True, for this you need to have suitable space and equipment.

Those hotels that do not have this can only be content with organizing various holiday programs, which also bring in 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 introducing and providing additional services makes it possible to expand the list of offers for hotel clients and attract additional categories of consumers. The largest additional income for hotels at the moment comes from the organization of congress centers, which attract business clients who have significant funds. The history of additional hotel services goes back to ancient times.

Conclusion: With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still ongoing. The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing increasingly large and stable incomes over time.

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayan Mountains»

2. 1 Descriptionresort,Vwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia, Tunkinsky district of the village of Arshan, which is a resort. The Arshan resort, a unique healing area that has been giving health to the residents of Buryatia for many years, is a branch of a sanatorium and resort institution, in close cooperation with another branch - the Goryachinsk resort.

In the middle of the 19th century, the magical spring “Arshan” was discovered in Tunka. The water had the miraculous property of healing local residents from many diseases. The history of the modern Arshan resort is closely connected with the discovery of this source. The first official information about the discovery of a healing spring is associated with the name of local hunter Terenty Chemezov. Chemezov’s find interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University “...in the area of the Koimor foreign council in the Tunkin department of the Irkutsk province, I found an acid-soda-iron source.” In 1898 Y.A. Chistokhin filed a petition for the allocation of a spring at the top of the Kyngyrgi River for his use for 24 years. The priest's request was granted for the establishment of a medical resort. On the Kyngyrga River near Arshan, the construction of country houses begins to be rented out to people coming for treatment. The following data were recorded on the number of people vacationing here: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Before the Soviet regime, the Arshan Springs were under the jurisdiction of the Irkutsk Department of State Property and were operated by private individuals and did not receive much development. “Arshan” was in this state before the October Revolution. On 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 cold carbonic waters, used both for drinking and bathing.

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

From 1952 to 1958, the resort was headed by Honored Doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968, the resort was led by chief doctors Valentina Aleksandrovna Lisina and Valentin Ivanovich Chernykh.

In 1971, the Arshan resort 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 Autonomous Soviet Socialist Republic.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, awarded with the badges “Excellence in Health Care of the Ust-Orda Buryat Autonomous Okrug”, “Excellence in Health Care of the Republic of Sakha (Yakutia)”, and the medal “Laureate of the All-Russian Exhibition Center”. The Arshan resort complex is currently a large modern multi-profile climatic and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

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

The structure of the resort includes the sanatoriums “Arshan”, “Sayany” and the children’s sanatorium and health camp “Edelweiss” all year round; there are also: the “Mother and Child” department with 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and restorative treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), fasting-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. Levina.

2.2 Sanatorium"Sayans"

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

The Sayany sanatorium is a modern five-story stone building with a warm two-story transition to other blocks and services. The buildings house a dining room with a banquet hall, a clinic, a pump room, a bathroom, a swimming pool, as well as a cinema, concert and dance hall. The health resort can simultaneously accommodate 422 people for treatment. Next to the building of the Sayany sanatorium there are two more two-story buildings No. 8, No. 9 with a total area of 10,781 sq. m. m.

Vacationers are accommodated in comfortable standard single and double rooms, as well as 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 sanatorium's boiler room.

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

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

The sanatorium treats patients in the rehabilitation department with special care, where they receive follow-up treatment after undergoing surgical operations for gastric ulcers, duodenal ulcers, and removal of the gallbladder. Since 2006, patients with diabetes mellitus, pregnant women at risk, and those undergoing surgery for pancreatitis have been treated here.

The “Adult with Child” and fasting-dietary therapy (therapeutic fasting) departments are popular.

Long-term cooperation with the Tomsk Research Institute of Balneology and Physiotherapy and 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 the 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 August 22, 2004. Over 6 thousand beneficiaries from Buryatia, Kuzbass, Altai, and the Trans-Baikal Territory have undergone a course of health-improving treatment , Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayan Mountains»

The Sayany sanatorium has a developed infrastructure for excellent recreation and entertainment for every taste: a swimming pool with a lane length of 24 m is open all year round, a beauty parlor, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, children's play salon, sports grounds, cafe "Altan Serge", rental of sports and tourist equipment is organized, themed evenings and discos are held. Local art groups often perform in the beautifully decorated concert hall. For vacationers, excursions are organized around the picturesque surroundings of the resort - to the craters of extinct volcanoes, to the active datsan, to waterfalls, and all kinds of entertainment and sports events are held.

Additional medical services include: preventive treatment and dental prosthetics, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty room, oxygen cocktail, underwater shower-massage, autogravitational spinal traction, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, colon cleansing room, electrocardiography room, physiotherapy room. The Sayany sanatorium hosts qualified doctors and specialists who will help you carry out the necessary examinations, prescribe treatment, and provide advice. Exercises in health groups, in gyms, and dosed walking along forest paths have a beneficial effect on treatment (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win 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 methods of providing them, and learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

Conclusion: The 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 tourism services market from the best side and attract more clients.

A hotel is an enterprise designed to provide people away from home with accommodation, food 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 purpose, level of comfort and other reasons. Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts within which any additional services exist can be considered justification and expediency.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing more and more stable income over time. 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 that accommodation companies are diversifying their product, trying to offer the maximum number of additional services.

If previously the presence of a large number of additional services indicated the “star quality” of a hotel, now additional services are the “face” of an accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. While remaining basic, the accommodation service is taken for granted by guests. The services that make this hotel stand out from others are of increased interest. In most cases, these services are additional.

Listusedliterature

1. Baylik S.I. Hotel management: organization, management, maintenance / S.I. Baylik. - Kyiv: Alterpress, 2002.

2. Bondarenko G.A. Management of hotels and restaurants. - M.: New knowledge, 2001.

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

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

5. Vagen 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 tourism products: educational and practical guide. - M.: Dashkov and Co., 2010.

9. http:// russia-smolensk.ru

10. http:// hotel-new.ru

Application№1

Table№1

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

Application№2

Table№2

	Accommodation1day	Travel package(accommodation + custom meals + comprehensive spa treatment) 1 day	Travel package10 days	Travel package12 days	Kursovka (accommodation + custom 1 day	Travel packagechildren's from4 before14 years(accommodation + custom meals + comprehensive sanatorium-resort 1 day
Suite 4-bed (2 main beds, 2 extra beds)
Junior Suite for 2 persons
Double with shower 239, 240
Double room in a section for 4 people.
2-bed without shower
Single room in a section for 2 people.
Single with shower 219 additional place
Travel packageV DEPARTMENTRTD sanatorium "Sayany" (double room in section)	1 day	7 days	10 days	12 days	15 days
Total:

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