Osipova transport services for tourists. Transport services for tourists

Most hotels adhere to the following sequence for cleaning rooms:

First of all, rooms are cleaned with a sign posted on the door “Please make up my room”;

then cleaning in vacant, reserved, waiting rooms, as well as in rooms that are temporarily not in use for any reason (under renovation);

After this, rooms occupied by guests are cleaned.

Organization of service on the floors.

The purpose of the process of organizing service on the floors is: maintaining the hotel premises in accordance with sanitary requirements; providing guests with a range of paid and free services; ensuring a culture of behavior and business communication among hotel staff.

To properly ensure cleaning and maximum cleanliness of the premises, as well as the equipment located in them, with minimal effort and time, it is necessary to follow a certain sequence of work.

Sequence of cleaning a multi-room suite:

living room;
dining room;
hallway;

Sequence of cleaning types:

booked rooms;

ongoing daily cleaning;

after departure;

express cleaning.

When performing cleaning work, it is recommended to adhere to the following principle: cleaning is carried out clockwise or counterclockwise so that not a single piece of furniture is missed. The main types of cleaning work are presented in Table 1.

Table 1 – Characteristics of the main types of cleaning work

Type of cleaning		Periodicity	Scope of work performed
Cleaning booked rooms	Ensure that the room is fully prepared for the arrival of the guest who has booked this number	Performed on the eve of the day of arrival in the evening or at night, on the day of the guest’s arrival early in the morning, daily 1 time a day for a certain number of days before the guest’s arrival	The scope of cleaning work for booked rooms includes: dry wipe; wet wipe; wet floor cleaning.
Daily routine cleaning	Ensuring room cleanliness	Daily	You need to start cleaning your room with ventilation. Cleaning in single room should start from the dinner table. If there is food left on the table, the leftovers should be put in the refrigerator or covered with a napkin. Bed cleaning includes making and changing bed linen. Bed linen is changed within the time limits specified in the regulatory document “Classification System for Hotels and Other Accommodation Facilities”, approved by Order No. 86 of the Federal Agency for Tourism (ROSTURISM) dated July 15, 2005. After cleaning the bed, the maid starts cleaning the desk. There may be textbooks, manuscripts, business papers on the table, which under no circumstances should be touched or examined. Then the maid begins cleaning carpets, rugs, bedside rugs, curtains, draperies, upholstered furniture, as well as removing dust from the walls and floor with a vacuum cleaner. After using the vacuum cleaner, the maid should wipe the baseboards, window sills, and radiators from dust. The wardrobe must be opened and ventilated daily, and ensure that there are enough hangers for clothes. There should always be brushes for clothes and shoes and a key for opening bottles in a certain place in the room.
Spring-cleaning	Carry out a complete thorough cleaning using cleaning equipment, materials, machines; cover those objects and places of the residential room that are not subject to daily cleaning and cleaning after the guest leaves; carry out sanitary and hygienic measures, which according to the standard deadlines coincide with the general cleaning; carry out cosmetic repairs in the room; make sure the room is suitable for living by inspecting and identifying problems with various communication systems.	1 time every 7-10-14 days	The scope of work performed during general cleaning includes: washing the walls, wiping them dry; cleaning ventilation grilles; cleaning draperies, mattresses, railings; cleaning, washing windows and doors; additional work: washing floors, carpets, polishing floors; mechanized cleaning of ceilings, walls, ventilation grilles; washing internal window frames 2 times a year; mechanized cleaning and cleaning of curtains; washing curtains; washing lighting fixtures.
Express cleaning	Ensuring room cleanliness	This type of cleaning is carried out at the request of the resident for an additional fee.	The scope of express cleaning work includes: removing garbage from the room; cleaning and washing dishes; wiping the dining table; change of bed linen; cleaning of private bathrooms: washing sinks, bathtubs, toilets; preparing a bath; change of towels; floor washing or mechanical floor cleaning.
Evening turndown service	Ensuring room cleanliness	Daily	Room cleaning: ventilate the room, empty ashtrays, trash baskets and buckets, wipe the dust in the room, clean the bathroom. Preparing beds for bed.

Lecture 11. Work technology and functions of dry cleaning laundry employees

The hotel's laundry and dry cleaning service processes its own hotel and restaurant linen and employee uniforms. This department also performs washing, cleaning, ironing and minor repairs of residents' belongings, which is an additional paid service. There is an urgent laundry service. In addition, the laundry and dry cleaning service washes and cleans employees’ personal belongings for a fee.

Let us dwell in more detail on the functions of supervisors related to guest orders for washing, dry cleaning, and ironing. In order not to create inconvenience for guests and to fulfill their orders in the shortest possible time, it is necessary to collect guest orders as quickly as possible and transfer them to the laundry and dry cleaning. As a rule, supervisors working on residential floors begin their work shift by collecting guest orders for laundry and dry cleaning services

If guests' belongings intended for washing, dry cleaning or ironing are found in the room, the supervisor must comply with a number of formalities. First, check that the laundry bag contains a completed and signed order form for laundry and dry cleaning services by the guest. Secondly, be sure to check the correspondence of the names of things entered in the order form (price list) and their quantity with the actual contents of the package.

An order form for laundry and dry cleaning services is a technological document consisting of at least three copies of special paper of different colors, which provides a copy effect when filled out. The form contains a list of men's and women's items that the laundry and dry cleaning service accepts for washing, dry cleaning and ironing. Prices for this or that service are also indicated here.

The order form for laundry and dry cleaning services also contains information about the timing of orders, including information about urgent service and corresponding additional price surcharges. A mandatory item on the order form is information about the hotel's responsibility to the client for damage or loss of their belongings. Guests are asked to mark the number of items being checked in in the left column of the form in accordance with the name of the items and the type of processing. The form must contain the room number, guest's last name, date of completion, as well as the guest's signature. The order form always contains the hotel logo, the maximum possible details and a telephone number for additional information about laundry and dry cleaning services.

The supervisor checks the contents of the laundry package (bag) and the accuracy of filling out the order form. If everything is in order, he puts his signature on the form and indicates the corresponding room number, the guest's last name, and the date on the laundry bag. This data is very important in your work.

Labels on laundry bags must be clear to representatives different countries. It is necessary to ensure that the bag can be tied tightly. In this form, the supervisor takes guest orders to the laundry and dry cleaning. There, there is a secondary control of whether the actual number of items in the package matches the data entered in the order form. When accepting a guest order, the laundry and dry cleaning employee puts his signature on the order form and the time the items are received for processing. Next, guest linens are sorted, labeled and processed in accordance with the care recommendations indicated on the products.

The issue of the hotel's responsibility to the guest for damage to items handed over to the laundry and dry cleaning service is very acute in Russian hotels. While guaranteeing the quality of service, laundry and dry cleaning staff cannot guarantee the quality of the products themselves. Products often have various types of defects or are made in an artisanal way. To avoid conflict, hotel management must protect themselves as much as possible at the initial stage of providing services. The Law “On the Protection of Consumer Rights” (Article 35, paragraph 3) states that “the contractor is exempt from liability for complete or partial loss (damage) of material (things) received from the consumer if the consumer is warned by the contractor about special properties of the material (thing), which may lead to its complete or partial loss (damage) or if the specified properties of the material (thing) could not be detected upon proper acceptance of this material (thing) by the performer.” This formulation allows the administrative and economic service of the hotel and, in particular, the laundry and dry cleaning service to develop their own technological document, which reflects the presence (absence) of markings, the presence (absence) of operational defects, warnings about the manifestation of possible deficiencies during processing. All manufacturing and operational defects of the product must be reflected in the document in great detail.

The main difference between large hotels and medium and small ones is in the technical equipment, the composition and quality of the room stock, the range of services provided and compliance with sanitary and hygienic standards.

The housekeeping department, which is responsible for maintaining cleanliness in the hotel, is responsible for the quality of the room stock and cleaning.

Nadezhda Rendorevskaya, head of the service, told us about the cleaning procedure and technology hotel industry Courtyard Marriott Hotel.

Nadezhda Rendorevskaya

Room cleaning procedure and technology

The hotel housekeeping staff includes thirteen maids and two supervisors (senior maids) who are responsible for cleaning the hotel premises and its grounds. The engineering department is responsible for maintaining order in the parking lot and engine room.

During cleaning, maids use specialized Ecolab detergents. The company provides the hotel with all cleaning equipment - from napkins to vacuum cleaners.

Types of cleaning

Daily cleaning

1. Open a window or turn on the air conditioner.

2. Collect trash.

3. Apply detergent to the bathtub and leave.

4. Make the bed.

5. Remove dust from all surfaces with a napkin.

6. Vacuum.

7. Wash the bathtub, clean up the bathroom.

8. Check the integrity of all light bulbs.

Cleaning the room after guests check out. All the same as daily cleaning, and replacement of bed linen and hygiene products.

Spring-cleaning. Once every 7-10 days, the maid washes the walls and windows from the inside, changes curtains, dry-cleans carpets and cleans all hard-to-reach places - under and behind furniture.

Easy cleaning. If the room has been empty for a long time, it is necessary to ventilate it and wipe off dust from all surfaces.

There are general rules for all types of cleaning

Cleaning begins with the preparation of a trolley, into which the maid puts all cleaning supplies and things that need to be replaced - towels, linen, printed materials, cosmetics.

Maid trolley Premium-Basic

The maid performs any type of cleaning in a circle from left to right or from right to left, so as not to miss a single object in the room.

“Order always comes from little things,” says Nadezhda Rendorevskaya, “so you should always pay attention to such details as the seams of the lampshade, towel labels, and the wires of electrical appliances. The guest should not see seams and labels and should not untangle the wires of the telephone and iron. The order in such little things creates the impression that the guest is the only one and welcome, that everything is just for him alone.”

Cleaning technology involves choosing the right detergent and tool.

For each surface - carpet, stone, plastic, mirror, chrome - there is a separate detergent and tool - napkin, mop, rag.

Wipes are needed to clean surfaces from dust and polish them. You can use napkins for both dry and wet cleaning, and periodically rinse the napkins or replace them with clean ones.

Rags are needed for cleaning floors, walls and windows.

A mop is a microfiber or cotton attachment for a flounder mop, which consists of an elongated handle and a mop holder. Mops are used for wiping floors, walls, windows and hard-to-reach places under furniture.

Extended flower handle

All detergents indicate what they are intended for, and the specific color of the mop or napkin corresponds to the cleaning area and the detergent that is used on it.

Cleaning other guest rooms

In addition to the rooms, there is a hall, lobby, restaurant, bar, conference room, elevators, toilets, stairs and corridors for guests.

Employees clean elevators, staircases and corridors during the day, when most of the guests are absent.

The hall, lobby and toilets are cleaned continuously, around the clock. As it becomes dirty, you need to wipe the floor, clean all surfaces from dust, replace chairs and lay out pillows on sofas.

The restaurant, bar and conference room are cleaned by maids at night when the premises are unoccupied.

Cleaning of office premises, territory and external walls of the hotel

In service premises and offices, maids carry out cleaning daily and in the evening, when there are no more employees.

In offices, it is necessary to wash the floors, wipe the windows, take out the trash, and clean the surfaces from dust.

The housekeeping department staff cleans the outside of the building and the hotel grounds with smoking areas daily. The outer surface of the walls is cleaned once a year by employees of cleaning companies.

Personnel training

There is a hierarchy in the housekeeping department, which is responsible for cleaning. At the very first level - maids, then - supervisors, and after them - the head of the department, Nadezhda.

Before a new maid starts work, she must undergo training - theoretical and practical. Training takes place in small groups under the guidance of a supervisor, who brings the maids into the room and himself cleans in the correct order. Next, the maids try to clean it themselves.

The duration of training for maids depends on the availability of work experience and its duration. As stated in hotel standards, a maid can undergo re-training with a supervisor if she feels insecure.

Despite the length of service and experience, each maid has in her cart this diagram, which prescribes the correct plan of action.

"Everyone has it hotel complex your cleaning standards. Thanks to our standards, which I described, the cleanliness level for the past year is 88%,” which means that 88% of guests noted in their reviews that their room was perfectly clean.

Cleaning work of all hotel premises is divided into several groups according to type and purpose:

Cleaning of internal premises and common areas;

Cleaning of public bathrooms;

Cleaning of residential rooms.

The following types of cleaning of residential rooms (guest rooms) are distinguished:

Cleaning after the guest leaves;

Daily routine cleaning;

Spring-cleaning;

Cleaning of reserved rooms;

Intermediate or express cleaning.

Rooms are cleaned in the following sequence:

The rooms that are booked are cleaned first;

After this, rooms that are vacated are cleaned;

And lastly, occupied rooms are cleaned.

Cleaning must be done when guests are not in the rooms. But if guests do not leave the room for a long time, then you should obtain their permission for cleaning or agree on a cleaning time. If guests are in their rooms and do not want to be disturbed, they can hang a special “Do Not Disturb” sign on the doorknob. This is a signal to the maid that she must under no circumstances enter the room. If there is no such sign on the handle, then the maid can knock and ask permission to clean.

In cases where the room consists of several rooms, cleaning must begin from the bedroom. Then they move to the living room and other rooms. The cleaning of the toilet and bathroom ends.

During cleaning, it is necessary to ventilate the room being cleaned. As a rule, ventilation is provided naturally by opening windows during cleaning. The maid can also use the air conditioning system to ventilate the room.

When a guest leaves laundry for washing, the maid passes such linen to the senior maid at special package, which in turn sends the package to the laundry. The senior maid is required to write out a receipt with a list of linen and make a note about the cost of washing.

The rooms must be thoroughly cleaned at least once every ten days. This cleaning is carried out in the absence of guests in the rooms. This includes: wet cleaning, removing stains from the floor and carpet and upholstered furniture, washing bathrooms and bathrooms with special detergents.

35. Professional ethics of hotel workers

Hotel employees must be outwardly neat, polite, attentive and helpful towards visitors - this is a rule that must be strictly observed. But the specifics of the hotel business are such that conscientious fulfillment of one’s duties is not enough. The professional skills of hotel workers are determined by a high culture of service, which includes tactfulness, friendliness, knowledge of psychology, and the ability to comply with international etiquette, and much more.

Professional ethics– rules of conduct that determine a specific type of moral relationship in a particular field of activity. The professional ethics of workers in the hospitality industry is primarily related to the culture of service. Hospitality workers should have a whole range of positive qualities. Let's name some of them.

It is important to master an arsenal of ways and means to attract consumers specifically to your enterprise. You should listen to wishes and accept orders for services with full awareness of their importance for the client. You must be able to unobtrusively offer your services, anticipate the guest’s wishes, and not rush to make promises to fulfill this or that request if you are not sure that you can fulfill it.

Meeting foreign tourists, you need to show hospitality, but do it with dignity, respecting the morals and customs of your country. One of the meanings of the word “culture” is a high level of development and skill. A culture of service is impeccable honesty and accuracy, the ability to value other people’s time and your own, and the ability to hide your bad mood or busyness in the presence of guests.

The manager of a hotel must fulfill the main requirements of official etiquette: determine the correct style of relationships in the team, be an example of a conscientious attitude to business. It is impossible to improve service culture without advanced training and mastering advanced work methods.

Appearance personnel includes uniform, badge indicating position, first and last name. The head waiter's uniform is distinguished by special decoration or the inclusion of a tailcoat or tuxedo. The ability to “unravel” the psychology of guests is an essential element of professional ethics. An important key to improving work culture is staff interest in their work.

Of great importance is concern for order, silence, and compliance with the rules established in the hotel. A hotel employee must be able to politely warn the guest about the inadmissibility of violation of order and stop various manifestations of such violations. When leaving the hotel, guests say goodbye to the staff, thank them for their hospitality, and wish them all the best. The employees, in turn, are obliged to thank the guest for visiting their hotel and wish him a good trip.

36. Features of the relationship between hotel enterprises and tour operators

One of the main directions of the hotel business is the relationship with tourism enterprises– tour operators and travel agents. Due to the fact that hotel services (the main ones - accommodation, meals and a number of additional ones) are tour-forming, and also have the largest (along with air travel) share in the total price of the tour package (reaching in some cases up to 40%), the chosen strategy in building relationships is significantly determines the hotel's ability to set prices for hotel services, its competitive advantages.

There is no standard set of basic schemes for cooperation between hotel enterprises and travel agencies, since the market situation and the position of partner firms are very dynamic and changeable over time. In any case, whatever scheme of interaction between the tour operator and the hotel chooses, for it to be highly effective it must be built on a number of principles:

The principle of compromise of interests;

The principle of objectivity of owners of hotel enterprises in determining the degree of risk both for themselves and in relation to travel agencies;

The principle of identity is determined by the fact that the conditions offered by hotels for old partners differ significantly from the conditions offered to new and little-known tour operators. Conditions for reliable and regular partners are, as a rule, more optimal than for new clients;

The principle of competition assumes that in the tourism market there is both a struggle between hotels for promising partners and clients, and a struggle between tour operators for a contract with a well-known and big hotel;

The principle of responsibility is based on the contractual nature of the relationship between tour operators and hotel enterprises.

Schemes of cooperation between a tour operator and a hotel enterprise can be divided into two groups. The first of them is associated with shifting the risk of selling rooms and services from the hotel to the travel agency. In this case, the hotel owner provides the tour operator with significant discounts from the actual price of rooms and services. A group of such forms of cooperation consists of hotel rental, purchase of blocks of rooms on the terms of commitment and elotment, irrevocable reservation.

Another group is formed by forms of interaction in which the risk of selling rooms is assigned to the hotel. At the same time, the tour operator does not receive significant discounts and benefits. These forms include priority booking, increased commission and work on one-time applications.

37. Organization and provision additional services in a hotel company

The presence of a variety of additional services in a hotel allows you to increase the number of customers, maintain the competitiveness of the enterprise and, ultimately, increase profits.

As we already know, a tourist service is a set of targeted actions in the service sector that are focused on meeting the needs of a tourist or excursionist, meeting the goals of tourism, the nature and focus of the tourist service, tour, tourist product.

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

1. catering services (bar, restaurant, cafe, buffet, beer bar);

2. shops (souvenir, grocery), vending machines;

3. entertainment infrastructure (disco, casino, night club, slot machine room, billiard room);

4. excursion services, guide-translator services;

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

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

7. purchase and delivery of flowers;

8. sale of souvenirs, postcards and other printed materials;

9. household 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 - televisions, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; hairdressing, manicure and massage rooms and other household services);

10. beauty salon services;

11. sauna, bathhouse, swimming pools, gym;

12. rental of meeting rooms, conference halls;

13. business center services;

14. other services.

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

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

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

38. World hotel chains in Russia

The deepening specialization of hospitality enterprises is interconnected with such an important trend as the formation of international chains, which play a huge role in the development and promotion of high service standards.

There are almost 4 thousand hotels in Russia. Only 4% of this number are foreign and jointly owned or have management or franchise agreements with any known foreign company.

It is upscale hotels that primarily attract foreign guests arriving in our country. Businessmen do not ignore them either. There are four times more domestic entrepreneurs in high-level hotels than those who come on vacation. Among foreign visitors, the gap is approximately 20%. And as business travel continues to dominate other types of travel, the role of high-end hotels in the Russian hospitality industry remains very significant. Mainly hotels representing international hotel chains, concentrated in Moscow and St. Petersburg. Hotels under foreign management, joint ownership or foreign ownership.

In Moscow:

"National" 5* luxe;

"Aurora-Marriott" 5* luxe;

"Baltschug-Kempinski" 5*luxe;

"Renaissance" 5*;

"Mariot-hotel-grant" 5*;

"Sheraton Palace Hotel" 5*;

"Radisson-Slavyanskaya" 5*;

"Metropol" 5*;

"Marriott-Tverskaya" 4*;

"Novotel" 4*;

"Savoy" 4*;