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Nowadays, the hotel industry is a highly competitive industry. More and more often we are witnessing how new restaurant or a hotel that aims to satisfy the needs of certain consumer groups as fully as possible.

Enterprises are created, and after a while some of them cannot withstand the competition and go out of business. In the hotel industry, the word “service” means a system of measures that ensure a high level of comfort and satisfy a wide variety of everyday, economic and cultural needs of guests. And every year these requests and requirements for services increase. And the higher the culture and quality of guest services, the higher the image of the hotel, the more attractive it is for clients and, no less important today, the more successful the hotel’s material prosperity.

An important responsibility for hotels is to create a reputation for high quality service. High quality of guest service is ensured by the collective efforts of employees of all hotel services, constant and effective control by the administration, work to improve forms and methods of service, study and implementation of best practices, new equipment and technology, expanding the range and improving the quality of services provided.

In today's competitive environment, hospitality businesses can no longer rely on traditional, ineffective, conservative forms of production culture if they are to survive.

The hospitality industry has historically formed and grown from the accommodation sector, represented by various types of hotel enterprises. In the classical sense, a hotel is a house with furnished rooms for visitors. In modern conditions, a hotel is an enterprise designed to provide hotel services to citizens, as well as individual tourists and organized groups.

A modern hotel enterprise provides consumers not only with accommodation and food services, but also with a wide range of transport, communications, entertainment, excursion services, medical, sports services, beauty salon services, etc. In fact, hotel enterprises in the structure of the tourism and hospitality industry perform key functions, as they form and offer consumers a comprehensive hotel product, in the formation and promotion of which all sectors and elements of the tourism and hospitality industry take part. Based on this, it is legitimate to single out the hotel industry or hotel business as the largest complex component of the tourism and hospitality industry and consider it independently, largely identifying it with the single tourism and hospitality industry.

So, a hotel is a property complex (building, part of a building, equipment and other property) intended to provide accommodation services. Having been defined as a collective accommodation facility, a hotel combines a number of rooms (guest rooms), ranging from the required legally established level (in Russia it is 10 rooms) and up to a number depending on the type and objectives of a particular enterprise. All rooms are subject to a single management and are grouped into classes and categories in accordance with the services provided and the equipment available.

The organizational structure of an accommodation facility in its canonical understanding consists of a complex of departments (services, departments), which can be conditionally divided into two groups. The first function of the services is direct contact with guests and their prompt service. In English, this group is aptly called "front-office". If you mentally follow the arrival of a guest, you can get an idea of the structure of this part of the hotel's organizational structure.

The peculiarity of hotel marketing follows from the characteristics of the hotel product, its fixity in time and space. It is not possible to change numbers significantly in a short period of time, store them for future sale, or follow them to consumers.

The demand for hotel services is fickle, depends on the time of year, and is subject to seasonal fluctuations. The production of a hotel product requires high material costs with significantly lower variable costs. Fixed costs do not depend on the number of clients (guests) served, but variable costs do. This requires the involvement of large additional staff during the season, which often cannot be patriots of the hotel. He is not interested to the required extent in timely and quality service. In addition, the lack of funds for fixed costs reduces the quality of the hotel product.

A hotel service cannot be produced for future use or saved. The hotel service satisfies the immediate demand of the client. And if it is not provided, then the hotel’s potential income is lost and cannot be replenished. Moreover, a service not provided on time may result in future damage to the hotel.

The sale of a hotel product depends not only on the hotel staff, but also on the internal quality of the hotel product (amenities, comfort, culture, level of service, hotel image). Sales also largely depend on tour operators and travel agencies, marketing decisions, the availability of transport and transport connections, the location of the hotel and the weather, environment and recreational, cultural and historical opportunities of the region, from the image of the country, the area, as well as from the presence and number of competitors.

1. Basic concepts of the hotel industry.

The hospitality industry is a collection of enterprises that provide various services for receiving and serving guests. This definition is very close to the concept of modern hotel complexes, since they provide not only accommodation services (accommodation), but also many different related services.

Hotel activities in Russia mean the activities of legal and individuals(individual entrepreneurs) who have or are vested in the prescribed manner with property rights to any collective accommodation facility (with a capacity of at least 10 places) under the direct order and management of it to provide services for temporary accommodation (residence) and services to citizens.

The following concepts are used in the Russian hotel industry:

hotel - a property complex in which accommodation and meals are provided to guests;

room - a room consisting of one or more places (single reservation element);

place (bed) - an area with a bed intended for use by one person.

In international practice, in accordance with the recommendations of the World tourist organization All accommodation facilities are divided into two categories: collective and individual.

Collective accommodation facilities include hotels and similar accommodation facilities, specialized establishments, and other collective establishments. WTO definition of hotel.

A hotel is a collective accommodation facility, consisting of a certain number of rooms, having a single management, providing a set of services (at a minimum - making beds, cleaning rooms and bathrooms) and grouped into classes and categories in accordance with the services provided and equipment of the rooms.

From this definition we can derive the main characteristics of a hotel:

* availability of numbers, and their number must be no less than the minimum established by law (for Russia - 10);

* subordination of all numbers to a single management:

* availability of a certain set of services (room cleaning, daily

making beds, cleaning bathrooms, Additional services);

* compliance with a specific class or category.

Similar establishments include boarding houses and furnished rooms, which consist of rooms and provide a certain, usually limited, range of hotel services.

The difference between specialized institutions is that they can additionally provide any specialized services, such as medical, health resort, etc.

Other collective facilities - any structures intended for recreation, with the provision of limited hotel services. These include: complexes of houses and bungalows, sites for caravans, tents, bays for small vessels, etc.

Individual accommodation facilities include citizens’ own homes provided for a fee or without payment: apartments, villas, cottages, mansions, rooms, etc.

2. The most common classification systems.

2.1. By location.

According to the location of the hotel there can be:

1) located within the city (in the center, on the outskirts). Almost all business hotels, luxury hotels, middle-class hotels are central;

2) located on the sea coast. In this case, the distance to the sea is very important (50 meters, 100, 150, 200, 250,300);

3) located in the mountains. Usually these are small hotels in picturesque mountainous areas on the tourist route in the most convenient location recreation. A mountain hotel, as a rule, contains the necessary equipment for the summer and winter holidays of its guests, for example, mountaineering and ski equipment, lifts, etc.

2.2. By duration of work.

Based on the duration of operation, hotels are divided into:

Working all year round;

Seasonal (two-season and one-season).

2.3. By length of stay of guests.

Hotels are classified according to the length of stay of guests:

For long stay clients;

For a short stay.

2.4. According to room prices.

Based on room prices, hotels are classified into:

Budget ($25-35);

Economical ($35-55);

Medium ($55-95);

First-class ($95-$195);

Apartment ($65-125);

Fashionable ($125-425).

2.5. According to the level of comfort.

Classification of hotel enterprises by comfort level plays a huge role in solving issues of managing the quality of hotel services. Main criteria:

State of the room stock: room area (m2), share of single rooms (one-room), multi-room rooms, apartments, availability of utilities, etc.;

Condition of furniture, equipment, sanitary and hygienic items, etc.;

Availability and condition of food establishments: restaurants, cafes, bars, etc.;

Condition of the building, access roads, arrangement of the territory adjacent to the hotel;

Information support and technical equipment, including the availability of telephone, satellite communications, televisions, refrigerators, mini-bars, mini-safes, etc.,

Ensuring the possibility of providing a number of additional services.

2.6. According to room capacity.

Room capacity refers to the number of places (rooms) that can be offered to customers at the same time.

Many countries use the following approach to classify hotels by capacity:

Small - up to 100-150 rooms;

Medium - from 100 to 300-400 numbers;

Large - from 300 to 600-1000 rooms;

Giants - more than 1000 rooms.

2.7. According to the functional purpose of the hotel enterprise.

Target hotels are divided into:

A. Business hotels serving persons on business trips and trips. Hotels in this group are best known as hotels for congress services: servicing symposiums, congresses, meetings, conferences, etc.

To serve business people, appropriate conditions must be created, and therefore the following requirements are imposed on business hotels:

Location near administrative, public and other city centers;

The predominance of single rooms in the number of rooms;

Mandatory organization in the room, along with a rest and sleep area, a work area;

Availability of apartments in the hotel room;

Availability of special premises for business events;

Availability of special technical equipment;

Availability of financial support services;

Ensuring the provision of high quality food;

Equipment for parking lots and garages.

B. Hotels for recreation (resort, tourist).

Resort hotels. The concept of a “resort hotel” provides for the provision of accommodation, food and a number of additional services to people seeking relaxation and restoration of health.

Tourist hotels. The essence of the “tourist hotel” concept comes down to the following:

A tourist hotel, as a rule, is located on tourist routes and receives clients from these routes;

The range of services offered at a tourist hotel is formed in accordance with the route program and is determined in advance by a voucher or trip;

To organize services, the structure of a tourist hotel provides a travel agency or travel and excursion bureau.

Description of work

Nowadays, the hotel industry is a highly competitive industry. Increasingly, we are witnessing how a new restaurant or hotel is opened, with the goal of satisfying the needs of certain consumer groups as fully as possible.

Federal Agency for Education

Sochi State University of Tourism and Resort Business

Gelendzhik branch

ABSTRACT

BY DISCIPLINE: Recreational equipment and technologies

on the topic: Hotel industry

Completed:

1st year student of the OZFO

Voloshchuk N. P.

Checked:

Yudina T. A.

Gelendzhik 2009

hotel service restaurant

Introduction

Chapter I: Hotel and Hospitality Concepts

1The importance of hotels

2 Travel and hotels

3 Location of hotels

4 Types of hotels

Chapter 2. Hotel and its functions: guest services

1 Rooms and places

2 Sale of numbers

2.3 Mail and other services for guests

4 Unified services

5 Hotel management

6 Hotel restaurants

7 Hotel rooms

Chapter I: Hotel and Hospitality Concepts

.1 The importance of hotels

Most of us live at home most of the year. Although we may go to work, go shopping, visit friends and relatives, and otherwise participate in social life and spend our free time, home for every person is the place where we usually return every day and where we spend the night. But many of us stay away from home more and more throughout the year, whether on business, vacation or other reasons. Many people stay in hotels.

If you walk around the city, you can see shops, offices, workshops, restaurants and a lot of other places related to work, entertainment and relaxation. When you drive outside the city, you see factories, farms, gas stations. But, even without going far, being in the city or outside the city, sooner or later, among other things, you will definitely see one building - a hotel.

The people you meet in the city or outside the city can be... local residents or visitors. The places they visit most often are often necessary to meet daily needs local population, but in areas where there are many visitors, many social service facilities are intended mainly for them. One of these facilities, which invariably owes its origin specifically to visitors, is a hotel. To a greater or lesser extent, hotel restaurants, bars and other services may also be used by the local population, but the main function of a hotel is to provide overnight accommodation for people who are away from home and to provide for their basic needs.

This is the main function of the hotel, which significantly distinguishes it from other types of business and in relation to which its other functions are auxiliary. Other facilities that provide accommodation, food and drink for people away from home, such as hospitals, boarding schools or hostels, are still aimed at other purposes, be it medical treatment, or education, or something else. In practice, it is also not difficult to distinguish between the provision of accommodation by hotels and the rental of housing on the basis of renting premises, but it is more difficult to distinguish between hotels, boarding houses and other similar institutions, the main function of which is the same as that of hotels. However, for our purposes it is enough to describe the hotel? as an establishment that provides lodging and meals for a fee to tourists and temporary residents, and usually meals, snacks and some other services to other clients.

In most countries, hotels play an important role providing opportunitiesfor business meetings, meetings and conferences, as well as for relaxation and entertainment. In this sense, hotels are as essential to the economy and society as well-organized transport, communications and retail distribution systems for various goods and services. Using their capabilities, hotels contribute to the total production of goods and services, which constitutes the material well-being of the nation and society.

In many regions, hotels are a place to attract visitors,who realize their purchasing power in them and tend to spend more money than at home. Because visitors spend their money while away from home, hotels often make a significant contribution to the local economy, both directly and indirectly through the subsequent redistribution of visitors' funds to other recipients in the area. In areas where foreigners come, hotels are often important sources of foreign currencyand thus can make significant contributions to their countries' balances of payments. In countries with disabilities Hotel exports can be one of the few sources of foreign exchange earnings.

Hotels also play an important role attracting labor,providing thousands of jobs in many specialties, shaping entire hotel industries in most countries. In addition, this industry employs people who run their own businesses and are owners of small hotels. The role of hotels as employers is especially important in areas where other sources of employment are too limited, and they contribute to the development of the region.

Hotels are also important retail outlets for products from other industries.In the process of building and modernizing hotels, a field of activity is provided for the construction industry and related industries. Equipment, furniture and all kinds of accessories are supplied to hotels by a wide range of manufacturers. Food, beverages and other similar commodities are among the most significant daily purchases that hotels make from farmers, fishermen, food and beverage suppliers and gas, electricity and water supply companies. In addition to creating direct employment for their employees, hotels generate significant indirect employment for those working in supplying industries.

Last but not least, hotels are an important a source of social services for local residents.Their restaurants, bars and other services often attract large numbers of local consumers, and as a result, many hotels become social centers in their communities.

1.2 Travel and hotels

Living away from home is a function of travel. Until about the middle of the 19th century.Most trips were taken by people traveling primarily within their own country, leaving home for business or professional reasons. Travel at that time was relatively small in scope and involved only a small part of the population in any country, and most travelers traveled in carriages. In the 19th century inns and hotel-type establishments located along the main roads and in the main cities sufficiently provided places for accommodation.

Between approximately 1850 and 1950With an increasing number of travelers leaving home for non-business reasons, holidays have gradually become an important reason to travel. For approximately 100 years by prevailing means passenger transportation there were railroads and steamships, and new means of transportation gave impetus to travel from country to country and from continent to continent. Although the first hotels date back to the 18th century, a noticeable increase in their number occurred only in the 19th century, when the first railways and later steamships, which appeared by this time, created sufficiently large markets that made it possible for larger hotels to appear. During this period on the market hotel business For accommodation and lodging of clients, along with boarding houses and boarding houses, hotels predominated.

Around the middle of the 20th century.in most developed countries of the world (a little earlier in North America and a little later in Europe) the hotel business has come full circle to the globe, and with the increasing role of cars as the main means passenger transport Major transportation has returned to the roads. Almost simultaneously, air travel began to have a clear advantage over railways and sea transport as the main means of transporting passengers over long distances. On many routes, travel during the holiday period has reached the level of other types of transportation in volume and often significantly exceeds them. Travel away from home is constantly growing and becoming international. Hotels have entered into competition with other forms of accommodation - camp sites (vacation centers) and country resorts designed for vacationers in Europe, as well as motels in North America and various self-catering facilities for people on vacation.

1.3 Location of hotels

Hotels provide services to their customers directly and personally. Hotel services are consumed at the point of sale and are also produced there. Therefore, hotel services must be provided where demand exists and the market is the dominant factor influencing hotel location. Location is part of the hotel's product. In turn, location is a key factor influencing the viability of a business. This is true to such an extent that a successful entrepreneur could say with conviction and with great validity that (in the hotel business there are only three success factors: location, location, location.

As already mentioned, the development of the hotel business followed the development means of transport.Inns and other establishments of this type were located along roads and at final destinations, serving transit and terminal communications. Rapid spread in the 19th century. railways predetermined the emergence of railway hotels. In the 20th century automobile transport created a new demand for overnight accommodations along the highway, and the modern motel and motorhome was the answer. A similar but less pronounced impact has been exerted by passenger shipping, which has stimulated the development of hotels in ports, and more recently by air transport, which has caused significant growth in hotels near airports and air terminals.

The second influencing factor is closely related to transport: many hotels are located in such a way as to primarily serve vacationers. In places of their highest concentration, vacationers are accommodated in hotels in settlements where the local population may represent only a small proportion of the people staying there at the same time, as is the case in many resorts.

The third, main factor influencing the location of the hotel is the location of the economic activityand, in particular, industry and commerce. Although, again, this is inseparable from the development of transport, since industrial and commercial activities create demand for transit and final accommodation for accommodation in centers of industry and trade, in places not often visited by holidaymakers.

Different segments of the travel market have created distinctive demands for hotels and even a specific type of hotel. In hotels located in business and industrial centers, the highest occupancy is usually on weekends, and in resorts during the main holiday season. Their amenities and services reflect the needs of business travelers and vacationers respectively. In between these clearly defined segments are other cities and areas, such as busy shopping centers located near historical or other attractions for visitors, for which a business pattern other than weekly or annual can be drawn.

1.4 Types of hotels

How diverse hotels can be seen based on the many conditions of their use, and on this basis, their specific types can be identified. Hotels are designated as first-class (five-star), resort, business, apartment, transit, as well as many other terms and classifications. Each of these definitions may indicate the standard, or location, or specific type of guest of a given hotel, but they do not sufficiently describe its main characteristics. They can be seen by applying a combination of terms to a hotel, each of which describes a specific hotel according to certain criteria. At this stage, you should find out what types of hotels there are, adopting specific criteria for their classification.

In accordance with locationh- hotels are located in major cities and smaller ones, and very small ones in the interior of the country, in mountain or coastal resorts and in rural areas.

"According to actual positionhotels at its location - it can be in the city center or on the outskirts, near the beach coastal resort or along highways.

Due to their relationship to specific species transport -there are motels and car hotels, railway hotels, airport hotels (terms that also indicate location).

In accordance with purpose of visitingand the main reason for guests' stay - there are business hotels, vacation hotels, hotels for meetings (conventions), tourist hotels.

Steady trend towards short term or long termguest stay can be an important characteristic of a hotel, so that the hotel becomes a transit or residential hotel.

In accordance with range of amenities and services provided- a hotel may be open to both guests and non-residents, or it may limit itself to providing overnight accommodation and at most offer breakfast to its guests, and may also be a hotel of the “hotel garni” or “apart-hotel” type, i.e. apartment-type hotel.

Availability or absence at the hotel licenses for the sale of alcoholic beverages- an important aspect in the range of available hotel services, and the difference between licensed and unlicensed hotels lies, therefore, in the substance of the content of the hotel description in most countries.

A universal rule on how hotels should be described in accordance with sizes,does not exist, but based on their capacity - the number of rooms and beds - we usually apply the term "small hotel" to a hotel with a small number of beds, the term "large hotel" to a hotel with several hundred beds and rooms, and the term "medium-sized hotel" to a hotel with a quantity intermediate between these two types, in accordance with the division structure of the hotel industry of a particular country.

Whatever criteria are used in hotel guides and classification and tier systems, in practice in many countries it is generally considered necessary to divide into at least four or five classes or levels in order to sufficiently characterize the differences in hotel standards and to enable customers to navigate them. The contrasting positions of the standards of first-class and basic-service hotels, which are sometimes awarded five stars and one star respectively, are not difficult; the intermediate position on any such scale denotes an average level without any special pretensions or merits. Then the intermediate positions will be: above average, but not reaching first-class (hotels with standards High Quality) and hotels above the basic level (economy class).

Last but not least important sign: ownership and management.Independent hotels, which are privately owned and may be managed either by the owner or by a salaried manager, must be distinguished from a chain or group of hotels owned by a company. Independent hotels may be part of a consortium or cooperative of hotels. The company may directly operate its hotels or delegate management under a franchise agreement.

The listed characteristic features make it possible to describe a specific hotel in general terms, concisely, comprehensively and reliably, for example:

Terminus Hotel is a medium-sized, economy class hotel in the city center, an unlicensed hotel, owned and operated by a small company, serving mainly tourists visiting the historical part of the city and its surroundings.

Hotel Excelsior is a large, independent, first-class hotel located on main street coastal resort, its main clients are vacationers.

The Crossroads Hotel is a small hotel, licensed, transit car hotel with high quality standards, franchised, on the outskirts of the city, catering mainly to businessmen and tourists.

Chapter 2. Hotel and its functions: guest services

.1 Rooms and places

The main function of a hotel is to provide overnight accommodation for people who are away from home, and sleeping accommodations are the most characteristic product of a hotel. In most hotels, room sales are the hotel's largest and only source of income, and in many hotels, rooms generate more sales than all other services combined. Room sales are also consistently the most profitable source of revenue for hotels, generating the highest level of profit and contributing the majority of a hotel's operating income.

Hotel room revenue is earned through three main services: hotel front desk, unified services, and hotel industry. Each of these services may also contribute to a greater or lesser extent to other hotel activities, but their primary functions arise from the needs of the resident guests and they provide essential hotel services to guests. Therefore, it is convenient to consider the hotel reception desk, unified services and hotel management together as components of the hotel's function of accommodating guests.

An urban transit hotel with a short average stay requires a somewhat different approach than a resort hotel that accommodates guests for longer periods. long term, for example for one or two weeks. There is also a relationship between the prices, range and quality of Amenities and Services provided and the way they are organized.

2.2 Sale of numbers

A significant portion of hotel guests book their rooms in advance, anywhere from hours to weeks or months before they actually arrive at the hotel. This can be done in person, by telephone, fax or email, by letter, through a travel agent and, increasingly, through central booking systems. Hotel reservationscreates a multiplicity of contractual relationships between a hotel and its guests that begin when each reservation is made and continue until the guests' departure or final settlement of accounts following their stay. Advance booking is a responsibility on the part of the hotel in both a legal and business sense, and the need for a system that provides the ability to turn room reservations into room revenue.

When guests arrive at hotels, they are asked to register by providing the hotel receptionist with certain information about themselves. Registration book,into which this information is entered, performs two main functions. One is compliance with the law, where guest registration is a legal requirement in most countries. The second function is internal guest accounting; this data is taken for other hotel records.

In most hotels provision of numbersfor pre-booked accommodation is carried out before guests arrive, and only for guests who register without advance reservation, rooms are provided upon arrival, but in some hotels this happens only after the guests have already arrived. Then registration and provision of a room is the starting point for guests' stay and the signal for opening their accounts, as well as for notifying general services staff, the hotel department, telephone operators and other services about new arrivals.

Some master recordsdocument the sale of the number:

formor reservation cardin a standard form contain the details of each order, are the top sheet on any documents relating to it, and provide quickly received information for each individual case;

V reservation and daily arrival logsregister all orders by arrival date and show all arrivals for a specific day so that they can be covered at one glance;

reservation scheduleprovides a record of a reservation for a certain period and shows reserved rooms so that they can be covered at one glance, and the remaining numbers that need to be sold;

V guest bookall new arrivals are registered as they appear and data on all arriving and departing guests is provided;

2.3 Mail and other services for guests

A combined key and mail rack is a standard feature in most hotel reception areas; it reflects the two normal duties of a receptionist - issuing room keys and mail to guests. Equipped according to floors and room numbers, it matches and complements the reception board. Room keys are issued from the counter to arriving and existing guests; When leaving the hotel or leaving at the end of their stay, guests return the keys to the counter. The counter is a place for information regarding the occupancy of rooms and the location of guests.

Mailfor guests may be received before, during and after their stay at the hotel and may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. Mail received prior to guests' arrival should be given to them upon check-in; Mail arriving after the guest has left the hotel must be sent to the guest's permanent address. During guests' stay, speed is essential for fax transmission, safety is important for registered mail, integrity is important for parcels; Each type of mail requires its own standard procedures. But the key and mail counter is the central check-in area; here the guest receives mail when he takes the room key; This is also where the receptionist receives information about parcels or Treasury mail that are stored elsewhere.

Three main meanstherefore, they are interconnected and complementary when issuing keys, mail and providing other services to guests:

V alphabetical index of guestsit is reported whether a particular person is a hotel guest and the room number of this person;

on reception boardor room statusshows who occupies a specific number;

rack for keys and mailindicates whether the guest is at the hotel and whether there is mail for that person.

In many hotels, the reception desk or a separate part of it also serves as source of information for guests- about the amenities and services of the hotel, about locality, about transportation, etc. In other hotels, keys, mail and information are provided to guests by general services staff, and there are usually justifiable reasons for this or that method of organization. But who does what and who the guest can contact should be explained to the guest, in accordance more with his needs and requirements than with the structure of the hotel organization, especially in more large hotels. Advertisements such as “Reception” and “Lobby Receptionist” have different meanings in different hotels and are not necessarily self-evident even for experienced hotel guests. Counters and sections of the hotel entrance hall with clear signage “Registration”, “Keys”, “Mail”, “Information”, “Guest Accounts”, etc. more informative for guests.

2.4 Unified Services

The second component of the accommodation function is the unified services, which form an integral part of the functions of the hotel entrance hall, they provide guests with many personal services.

Arrival and departure service -the most unified services. Meeting and greeting arriving guests, their luggage and parking cars are the first responsibilities from parking and guest entry into the hotel to the room. When leaving the hotel, guests, their luggage and the organization of departure are again the main responsibilities of hotel employees. In a hotel where a hundred guests leave in the morning, and then about the same number arrive in the afternoon and evening, the general services staff serves up to about two hundred people per day of work, carries several hundred pieces of luggage, parks several dozen cars and organizes the delivery of several dozen taxis. . Guests, their luggage and cars therefore play a big role in providing a unified service.

During a guest's stay, general services staff are often essential source of informationabout the hotel and the locality and the main organizer for guests of such events as visiting theaters, organizing excursions and tours, car rental and other services. The reception desk or information window in the reception lobby then becomes the hotel's information centers, helping guests get comfortable.

In some hotels, general services staff may provide other services for guests.Newspapers, as well as other small items, may be provided to guests by general services staff who may also carry messages, elevator attendants and cloakroom attendants. In many hotels, general services staff are employees who are on duty at night and, especially in smaller hotels, perform the full range of hotel services provided by other departments during the day: receiving and checking in late arrivals, providing light refreshments, operating the hotel switchboard, arrange early morning calls, as well as clean common areas and ensure hotel security.

The provision of uniform services varies greatly among hotels of different sizes, types and standards, and there is a tendency for their organization to be influenced by all these factors, as well as established procedures. As mentioned earlier, information may be obtained from guests at the reception desk, as part of unified services, or both. Cleanliness of common areas may be the responsibility of general services staff, the hotel's housekeeping department, or an outside contractor. What hotel services are available at night and by whom they are provided may also vary. These differences are logical because they reflect the specific needs of guests and the specific circumstances of each hotel, and these differences must be understood by staff and explained to guests when they affect them.

2.5 Hotel management

The main function of hotel housekeeping is room service.This may be the sole or primary responsibility of the hotel housekeeping department, but may include other areas of the hotel.

Typically, hotel guests spend at least some of their time chatting in their room. The design, layout, decor, furniture and decoration of hotel rooms are the fundamentals for customer satisfaction and this largely depends on the housekeeping department. Cleanliness and order, linen and room accessories and smooth functioning of the room are the main things the department focuses on. Housekeeping responsibilities may include other guest services such as early morning tea, guest laundry, babysitting, and other personal services. Basic housekeeping records consist of a list of new arrivals and departures and notifications received from the reception desk and a proprietary room status report, along with separate records of additional services provided by the department.

2.6 Hotel restaurants

Each hotel usually has one or more restaurants that serve food and snacks to its guests and, usually, to non-residents. The number and type of restaurants are determined by the size and variety of markets served by the hotel.

Having one general restaurant should satisfy the needs of most small hotels with limited markets of non-occupants. In such restaurants, therefore, there is a tendency to offer table d hote - a shared dining table or a combination of table d'hôte and la carte menus (portioned),food during lunches and dinners is served by a waiter, drinks are usually provided with food; As a rule, the atmosphere in the Republic is semi-official.

When the market is large enough, there is a need to differentiate, firstly, those who want a full meal (breakfast, dinner) and who have enough time for this, and those who want a light lunch (breakfast, dinner) and snacks and who are limited in time, and perhaps also in funds. This distinction may be made by a combination of table service and counter service in the same premises or in two different premises - in a restaurant with an extensive menu that is open in certain time, and a cafe with a limited menu that is open almost all the time. These two establishments offer differentiated product selections for different people. This need can be satisfied by serving a limited set food products in the bar, which complements the full range of dishes served in the restaurant.

Further differentiation may occur in a large hotel with several restaurants offering different menus, service and atmosphere. One or more specialty restaurants, including possibly a restaurant national cuisine, a restaurant for businessmen, a restaurant for those who just want to have a relaxed lunch, and a restaurant with entertainment activities, can represent a complete list of food establishments in a hotel.

When there are several restaurants in a hotel, it is important to consider "K from the point of view of the client, as a holistic organism of the food service in the hotel, as well as from the point of view of the hotel. To the client they are presented as a set of services, among which he makes a choice in accordance with his desire and, possibly, with the circumstances in which it finds itself at the time.For a hotel, individual restaurants represent more or less differentiated products designed to meet the specific needs of customers and, therefore, they are complementary in the overall function of the hotel's food service.The range of customer choice and the differentiation of the hotel's products is expressed in the food, service, environment and atmosphere of each restaurant, their availability at a particular time and the prices in each of them.

2.7 Hotel rooms

In ch. 1 the hotel's accommodation function is described in relation to the reception desk, the unified services service and the housekeeping service. In practice, several typical organizational approaches to these services can be identified:

all three services operate as separate units with their own heads;

reception and uniform services are grouped together as a lobby service under the direction of an assistant manager for whom this is the sole or primary responsibility;

Reception and Uniform Services are grouped I together as an Entrance Lobby or Entrance Building Department with its own Chief, all three services are grouped together as a Rooms Department under the direction of an Assistant Manager for whom this is the sole or primary responsibility;

The first approach provides a direct line of responsibility and authority between each department head and the hotel manager and, therefore, close contact between the two Levels of management; however, this increases the Hotel Manager's span of control and requires him to coordinate the work of individual departments. Four other approaches have been developed to reduce the hotel manager's span of control to provide coordination of interrelated activities at an intermediate level, but they increase the number of levels through which management personnel must manage and reduce the amount of direct contact between the hotel manager and the units in question.

In connection with hotel rooms, several types of work were described that could be organized differently in larger hotels. In most hotels, advance reservations are an integral part of the front desk operation, and the same employees handle reservations and other duties. But advance reservations can be handled by another front desk employee or a separate department to allow employees to focus on front desk tasks rather than have their time and attention occupied by demands that distract from their main job. Sometimes all advance reservations are concentrated in the sales department, whose responsibilities include increasing the hotel's occupancy to maximum.

In smaller hotels, guest accounts are usually handled by the accountant/front desk clerk, but strictly speaking, guest accounts are an extension of the hotel's bookkeeping function. Therefore, where guest accounts are handled by accounts department employees and cashiers, they are usually accounting employees.

In some hotels, room service is provided by housekeeping staff, but room service is obviously part of the hotel's food and beverage function.

List of used literature

1) Krutik A. B. Economics and entrepreneurship in socio-cultural services and tourism. M.: Publishing center "Academy", 2007 - 224 p.

2)Zamedlina E.A., Kozyreva O.N. Economics of the industry: tourism: Textbook. - M.: INFRA-M, 2007. - 205 p.

)Berzhakov M.B. Introduction to tourism. St. Petersburg: Publishing trading house "Gerda", 2000 - 346 p.

8.2. The concept of "hotel industry". Hotel classification

The hotel industry as a type of economic activity includes the provision of hotel services and the organization of paid short-term stays in hotels, campsites, motels, etc.

In international practice, a standard classification of tourist accommodation facilities, developed by WTO experts, has been adopted. According to it, all funds are divided into two categories: collective and individual.

A collective accommodation facility is defined as “any facility” that regularly or occasionally provides overnight accommodation for tourists in a room or other accommodation, the number of rooms it contains must exceed a certain minimum determined by each country independently (e.g. Russia - 10 rooms, in Italy - 7 rooms). All rooms in a given enterprise must be subject to a single guideline and be grouped into classes and categories in accordance with the services provided and the equipment available.

TO collective accommodation facilities for tourists include: hotels and similar accommodation facilities, specialized establishments and other accommodation establishments. A-priory , hotel- this is a collective accommodation facility, consisting of a certain number of rooms, having a single management, providing a set of services (minimum - making beds, cleaning rooms and bathrooms) and grouped into classes and categories in accordance with the services provided and equipment of the rooms.

Similar establishments include boarding houses and rooming houses, tourist hostels, etc.

Specialized enterprises, in addition to providing accommodation services, perform some other specialized function.

Enterprises of this type include health institutions, labor and recreation camps, congress centers, etc.

TO individual accommodation facilities include own dwellings used by visitors - apartments; villas; mansions; cottages, rooms rented from individuals or agencies; premises provided free of charge by relatives and friends.

But still, the main, classic type of tourist accommodation enterprise is a hotel.

There are different classifications of hotels. In the theory and practice of the hotel industry, it is widespread to divide hotels into groups based on the amenities they provide and the range of services they provide. These classifications establish whether a hotel category matches an accepted standard of service. Based on the results of certification, each hotel is assigned a certain category, which depends on the quantitative and qualitative characteristics of its building, rooms, infrastructure, life support system, as well as the level of comfort, range of basic and additional services, personnel qualifications, and service culture.

The rank is reflected in the prices, prestige, and composition of the hotel’s clientele. It allows the traveler to freely navigate the tourism market: compare hotels in terms of quality and cost of service and choose the right one.

The classification of hotels according to the level of amenities and range of services is accepted throughout the civilized world. In total, there are over 30 classifications. These classifications differ not only in symbolism, number of categories, but also in service standards. These differences stem from the historical and cultural characteristics of states and are determined by national traditions, customs and habits.

For example, good hotel in Austria and Germany must first of all have a wide range of wine and beer, and in Spain and Portugal - tobacco products. If in France the class of a hotel largely depends on the presence of a bidet, then in Greece and other southern European countries air conditioning is important in the room.

Numerous attempts by the WTO, the European Union Hotel and Restaurant Industry Committee, and the International Hotel Association to introduce a unified classification of hotels in the world have been unsuccessful.

The most common classifications are:

The star system used in France, Austria, Hungary, Egypt, China, Russia and a number of other countries in international tourist exchange;
- letter system used in Greece;
- the “crown” system, characteristic of Great Britain;
- discharge system, etc.

Let us consider the features of these classifications.

The most common classification of hotels is the French national classification, according to which all hotels, depending on their comfort, are divided into categories conventionally designated by stars.

Austria is one of the recognized world leaders in receiving tourists. That is why there are more than 20 thousand hotels in the mountainous part of the country alone.

The cheapest accommodation facilities include “youth hotels”, of which there are at least 100 in Austria (for comparison: in Russia - less than 10). These inexpensive youth hostels offer accommodation for those interested, although any special facilities are unlikely to be guaranteed.

Hotels in Austria are rated according to a five-star system, but in rural areas there are often so-called “out-of-category hotels” - small one-, two-, three-story houses, often served by a farming family.

Austrian hotels of the three- to five-star category, at first glance, differ little from each other. Most hotels of this class have a swimming pool, sauna, restaurants, buffets and solariums. The similarity is aggravated by the “romantic style” widespread in Austria, in which the interiors of many hotels are designed. It implies the presence of old household items, harmoniously combined with modern technology.

Sometimes the equipment in a three-star hotel may be better (thanks to, for example, a swimming pool) than a four-star one. In general, hotels in the two highest categories justify their star rating thanks to more spacious rooms and a wide range of services provided.

Five-star hotels differ from four-star hotels in additional “trifles” and a higher level of service.

When classifying hotels in Egypt, stars are also used, but it must be borne in mind that, compared to the European system, they are overestimated by approximately 1/2 star.

In China at the beginning of 1996, there were about four thousand accommodation facilities, for the evaluation of which the widespread five-star system is used, although, in addition to it, the country also has its own specific scale, according to which the most primitive reception bases include “guest houses” ( zhaodaisuo). These inns, or hostels, can be compared to student dormitories.

“Guest houses” (binguan) are considered more comfortable. Essentially, these are two- to three-star hotels.

The most prestigious accommodation facilities that meet the requirements for hotels of the three-four star category include tourist hotels, and hotels of the four-five star category include “wine houses” (jindian).

At the same time, Chinese standards are in no way inferior to European ones.

In Greece, the “letter system” of classification is popular, although you can see the usual stars on the facades of hotels.

All Greek hotels are divided into four categories: A, B, C, D.

Hotels of category "A" correspond to a four-star level, "B" - to a three-star level, and "C" - to a two-star level. Top-class hotels are often awarded the “de luxe” category. But, despite the above classification, accommodation facilities in Greece, which have the same category, differ significantly from each other.

The least demanding accommodation facilities include apartments (modest apartments in small houses).

Hotels that claim to be of the highest level usually meet international requirements.

The classification of English hotels is quite complex. Some catalogs offer a completely traditional star category, but, as a rule, the facades of hotels depict crowns rather than stars. To transfer a hotel category from the “language of crowns” to star, you need to subtract one from the total number of crowns. Thus, London's Royal Norfork Hotel can be presented as either a three-star hotel or a four-star hotel.

But the classification proposed by the association of British travel agencies - British Travel Authority (BTA) is considered the most correct:

- budget hotels(*). Located in the central part of the city and have a minimum of amenities;
- tourist class hotels(**). The hotels have a restaurant and bar;
- middle class hotels(***). The level of service is quite high;
- first class hotels(***). Very high quality of accommodation and excellent level of service;
- luxury hotels(*****). The level of service and accommodation is top class.

Compared to other countries, English hotels have a number of features. It must be borne in mind that some London ones are completely privately owned, some are owned joint stock company, companies, etc. All other things being equal, preference is given to hotels in the hands of one owner.

Despite the fact that a significant proportion of English hotels are managed by local managers, many of them are part of large international chains. Moreover, interest in British property on the part of representatives of chains is increasing year by year.

Italy's hotel base is represented by 40 thousand hotels scattered throughout the country.

The classification of Italian hotels is quite confusing, although travelers can often see familiar stars above hotel doors. There is no official “star” scale in the country.

According to the standards adopted in Italy, hotels are differentiated into three categories. It can be assumed that the first category conditionally corresponds to the level ****, the second - ***, the third - **. In addition, within each category there is its own arbitrary gradation.

The most noticeable distinctive features of Italian hotels include their small size (50-80 rooms). As a rule, small hotels rarely claim to be of a high category and correspond to the two-star level, although alpine resorts There are small hotels whose equipment and level of service meet the highest requirements.

Four-star hotels differ from three-star hotels in being more comfortable.

Some of the shortcomings of Italian hotels are fully compensated by certain advantages, which include the presence of a large number of well-equipped conference rooms.

It has a high-class resort and hotel complex on the shores of the Mediterranean and Red Seas.

The number of hotels is increasing, and the star classification that existed there 7-8 years ago has been canceled. In its place, a differentiation of hotels into three categories arose. Nevertheless, travel agency employees continue to rate Israeli hotels on a star scale for the convenience of clients.

In three-star hotels in Israel, despite their well-known modesty, clients have the opportunity to receive the minimum set of services necessary for a good rest.

Four-star hotels differ from three-star hotels not only in greater comfort, but also in a better location and a higher level of service.

In Spain there is also a gradation of accommodation facilities by category:

Hotels of five categories from * to ***** stars;
- hotel-type houses, bungalows, etc. (hoteles-apartamentes) four categories from * to **** stars;
- inns (hostales) of three categories from * to *** stars;
- boarding houses (pensiones) of three categories.

In addition, there are state-owned tourist reception enterprises (paradores), subordinate to the State Ministry of Tourism. They are located mostly in the most picturesque areas, where there are almost no other options for accommodating visitors. These include old fortresses, castles and palaces, which are equipped as luxury hotels.

Thus, each country has its own classification of hotels, and even hotels belonging to the same category, but located in different countries, have their own differences.

The category of the hotel where the tourist will be accommodated must be indicated on the tourist voucher. The type of accommodation is also indicated there: single room (SGL); Double Room- DVM (DBL); triple room - TRP.

The activities of accommodation enterprises are characterized by the following indicators: number of rooms, class, load factor, range of services and their cost. There are large and small hotels. The WTO recommends that a small hotel be considered a hotel with up to 30 rooms. Another point of view is that small hotel is one that is maintained and managed by members of the same family.

In addition, hotels are divided into types and types.

Aquatel- a stationary ship taken out of service as a means of transport and used as a hotel.

Aparthotel- a hotel consisting of apartments, the price of which does not depend on the number of guests living in it. Designed for self-service, including self-cooking, therefore rooms are required to have kitchens with the necessary equipment.

Business hotel- a specialized hotel for servicing businessmen.

Botel- a small hotel on the water.

Bungalow- a small building made of light materials used to accommodate tourists. Widely distributed in international youth tourist centers.

Motel- a hotel for autotourists, located near the highway. These roadside hotels, in addition to comfortable rooms, provide parking lots, gas stations and service stations.

Hotel- a traditional type of hotel enterprise, usually located in a large city or resort. It has large staff service personnel, provides a wide range of additional services and a high level of comfort.

Tourist shelter- a place to rest on an active route or for a short stay of tourists. Usually located in mountainous areas, etc.

Rotel- a mobile hotel, which is a carriage with single or double rooms, there is also a shared kitchen and toilet.

Flotel- a floating hotel, a large hotel on the water.

Introduction

Hotel classification is the determination of whether a particular hotel and rooms meet criteria or service standards.

Start hotel classification was established back in the days when there were very few trustworthy establishments. The classification was intended to provide safe and quality accommodation and food services to travelers. For hotels, classification is a way to provide the consumer with information about the quality of service, infrastructure and other capabilities of the enterprise, thus helping potential clients and demonstrating their loyalty to them. For consumers, the classification means greater consistency in hotel ratings. Hotel enterprises are classified according to various criteria. The most commonly used among them are: level of comfort, capacity of the silent fund, functional purpose, location, duration of work, provision of food, length of stay, price level, form of ownership.

Currently, there are more than 30 hotel classification systems in the world, and each country has adopted its own national standards. National classification systems, supported by the state or national hotel associations through national standards and legal rules for certification of hotel services, relate mainly to quantitative characteristics material base, completeness of service, level and quality of hotel services.

Basic concepts of the hotel industry.

Hotel activities in Russia are understood as the activities of legal entities and individuals (individual entrepreneurs) who have or are vested in the prescribed manner with property rights to any collective accommodation facility (with a capacity of at least 10 places) at the direct disposal and management of it for the provision of temporary accommodation services (accommodation) and services to citizens.

The following concepts are used in the Russian hotel industry:

hotel - a property complex in which accommodation and meals are provided to guests;

room - a room consisting of one or more places (single reservation element);

place (bed) - an area with a bed intended for use by one person.

In international practice, in accordance with the recommendations of the World Tourism Organization, all accommodation facilities are divided into two categories: collective and individual.

Collective accommodation facilities include hotels and similar accommodation facilities, specialized establishments, and other collective establishments. WTO definition of hotel.

From this definition we can derive the main characteristics of a hotel:

* availability of numbers, and their number must be no less than the minimum established by law (for Russia - 10);

* subordination of all numbers to a single management:

* availability of a certain set of services (room cleaning, daily

making beds, cleaning bathrooms, additional services);

* compliance with a specific class or category.

Similar establishments include boarding houses and furnished rooms, which consist of rooms and provide a certain, usually limited, range of hotel services.

The difference between specialized institutions is that they can additionally provide any specialized services, such as medical, health resort, etc.

Other community facilities are any facilities intended for recreational purposes that provide limited hotel services. These include: complexes of houses and bungalows, sites for caravans, tents, bays for small vessels, etc.

Individual accommodation facilities include citizens’ own homes provided for a fee or without payment: apartments, villas, cottages, mansions, rooms, etc.

Federal Agency for Education

Sochi State University of Tourism and Resort Business

Gelendzhik branch

ABSTRACT

BY DISCIPLINE: Recreational equipment and technologies

on the topic: Hotel industry

Completed:

1st year student of the OZFO

Voloshchuk N. P.

Checked:

Yudina T. A.

Gelendzhik 2009

hotel service restaurant

Introduction

Chapter I: Hotel and Hospitality Concepts

1.1 The importance of hotels

1.2 Travel and hotels

1.3 Location of hotels

1.4 Types of hotels

Chapter 2. Hotel and its functions: guest services

2.1 Rooms and places

2.2 Sale of numbers

2.3 Mail and other services for guests

2.4 Unified Services

2.5 Hotel management

2.6 Hotel restaurants

2.7 Hotel rooms

List of used literature

Chapter I: Hotel and Hospitality Concepts

1.1 The importance of hotels

Most of us live at home most of the year. Although we may go to work, go shopping, visit friends and relatives, and otherwise participate in social life and spend our free time, home for each person is the place where we usually return every day. and where we spend the night. But many of us stay away from home more and more throughout the year, whether on business, vacation or other reasons. Many people stay in hotels.

The people you meet in the city or outside the city can be local residents or visitors. The places where they most often visit are often necessary to meet the daily needs of the local population, but in areas where there are many visitors, many social and welfare facilities are intended mainly for them. One of these facilities, which invariably owes its origin precisely to visitors, is - this is a hotel. To a greater or lesser extent, hotel restaurants, bars and other services may also be used by the local population, but the main function of a hotel is to provide overnight accommodation for people who are away from home and to provide for their basic needs.

In most countries, hotels play an important role providing opportunities for business meetings, meetings and conferences, as well as for relaxation and entertainment. In this sense, hotels are as essential to the economy and society as well-organized transport, communications and retail distribution systems for various goods and services. Using their capabilities, hotels contribute to the total production of goods and services, which constitutes the material well-being of the nation and society.

In many regions, hotels are a place to attract visitors, who realize their purchasing power in them and tend to spend more money than at home. Because visitors spend their money while away from home, hotels often make a significant contribution to the local economy, both directly and indirectly through the subsequent redistribution of visitors' funds to other recipients in the area. In areas where foreigners come, hotels are often important sources of foreign currency and thus can make significant contributions to their countries' balances of payments. In countries with limited export capabilities, hotels may be one of the few sources of foreign exchange earnings.

Hotels also play an important role attracting labor, providing thousands of jobs in many specialties, shaping entire hotel industries in most countries. In addition, this industry employs people who run their own businesses and are owners of small hotels. The role of hotels as employers is especially important in areas where other sources of employment are too limited, and they contribute to the development of the region.

Hotels are also important retail outlets for products from other industries. In the process of building and modernizing hotels, a field of activity is provided for the construction industry and related industries. Equipment, furniture and all kinds of accessories are supplied to hotels by a wide range of manufacturers. Food, beverages and other similar commodities are among the most significant daily purchases that hotels make from farmers, fishermen, food and beverage suppliers and gas, electricity and water supply companies. In addition to creating direct employment for their employees, hotels generate significant indirect employment for those working in supplying industries.

Last but not least, hotels are an important a source of social services for local residents. Their restaurants, bars and other services often attract large numbers of local consumers, and as a result, many hotels become social centers in their communities.

1.2 Travel and hotels

Living away from home is a function of travel. About halfway throughXIXV. Most trips were taken by people traveling primarily within their own country, leaving home for business or professional reasons. Travel at that time was relatively small in scope and involved only a small part of the population in any country, and most travelers traveled in carriages. In the 19th century inns and hotel-type establishments located along the main roads and in the main cities sufficiently provided places for accommodation.

Between approximately 1850 and 1950 With an increasing number of travelers leaving home for non-business reasons, holidays have gradually become an important reason to travel. For about 100 years, the predominant means of passenger transportation were railroads and steamships, and new means of transportation gave rise to travel from country to country and from continent to continent. Although the first hotels date back to the 18th century, a noticeable increase in their number occurred only in the 19th century, when the first railways and later steamships, which appeared by this time, created sufficiently large markets that made it possible for larger hotels to appear. During this period, hotels dominated the hotel business market for accommodation and lodging of clients, along with boarding houses and boarding houses.

About halfway throughXXV. In most of the developed world (a little earlier in North America and a little later in Europe), the hotel industry has come full circle around the globe, and with the increasing importance of the automobile as the main means of passenger transport, major transportation has returned to the roads. Almost simultaneously, air travel began to have a clear advantage over railways and sea transport as the main means of transporting passengers over long distances. On many routes, travel during the holiday period has reached the level of other types of transportation in volume and often significantly exceeds them. Travel away from home is constantly growing and becoming international. Hotels have entered into competition with other forms of accommodation - camp sites (vacation centers) and country resorts designed for vacationers in Europe, as well as motels in North America and various self-catering facilities for people on vacation.

1.3 Location of hotels

As already mentioned, the development of the hotel business followed the development means of transport. Inns and other establishments of this type were located along roads and at final destinations, serving transit and terminal communications. Rapid spread in the 19th century. railways predetermined the emergence of railway hotels. In the 20th century Road transport created a new demand for overnight accommodations along the highway, and the modern motel and motorhome were the answer. A similar but less pronounced impact has been exerted by passenger shipping, which has stimulated the development of hotels in ports, and more recently by air transport, which has caused significant growth in hotels near airports and air terminals.

The third, main factor influencing the location of the hotel is the location of the economic activity and, in particular, industry and commerce. Although, again, this is inseparable from the development of transport, since industrial and commercial activities create demand for transit and final accommodation for accommodation in centers of industry and trade, in places not often visited by holidaymakers.

1.4 Types of hotels

In accordance with location h- hotels are located in large cities and smaller ones, and very small ones in the interior of the country, in mountain or coastal resorts and in rural areas.

"According to actual position hotels at their location - they may be in the city center or on the outskirts, near the beach of a coastal resort or along highways.

Due to their relationship to specific species transport -- there are motels and car hotels, railway hotels, airport hotels (terms that also indicate location).

In accordance with purpose of visiting and the main reason for guests' stay - there are business hotels, vacation hotels, hotels for meetings (conventions), tourist hotels.

Steady trend towards short term or long term guest stay can be an important characteristic of a hotel, so that the hotel becomes a transit or residential hotel.

In accordance with range of amenities and services provided-- a hotel may be open to both guests and non-residents, or it may limit itself to providing overnight accommodation and, at most, offering its guests breakfast, and may also be a hotel of the "hotel garni" or "apart-hotel" type, i.e. apartment-type hotel.

Availability or absence at the hotel licenses for the sale of alcoholic beverages is an important aspect of the range of hotel services available, and the difference between licensed and unlicensed hotels therefore lies in the nature of the content of the hotel description in most countries.

A universal rule on how hotels should be described in accordance with sizes, does not exist, but based on their capacity - the number of rooms and beds - we usually apply the term “small hotel” to a hotel with a small number of beds, the term “large hotel” to a hotel with several hundred beds and rooms, and the term “medium-sized hotel.” size" to a hotel with a number intermediate between these two types, in accordance with the division structure of the hotel industry of a particular country.

Whatever criteria are used in hotel guides and classification and tier systems, in practice in many countries it is generally considered necessary to divide into at least four or five classes or levels in order to sufficiently characterize the differences in hotel standards and to enable customers to navigate them. The contrasting positions of the standards of first-class and basic-service hotels, which are sometimes awarded five stars and one star respectively, are not difficult; the intermediate position on any such scale denotes an average level without any special pretensions or merits. Then the intermediate positions will be: above average, but not reaching first-class (hotels with high quality standards) and hotels above the basic level (economy class).

Last but not least important sign: ownership and management. Independent hotels, which are privately owned and may be managed either by the owner or by a salaried manager, must be distinguished from a chain or group of hotels owned by a company. Independent hotels may be part of a consortium or cooperative of hotels. The company may directly operate its hotels or delegate management under a franchise agreement.

The listed characteristic features make it possible to describe a specific hotel in general terms, concisely, comprehensively and reliably, for example:

Hotel Excelsior is a large, independent, first-class hotel located on the main street of the coastal resort, its main clientele being holidaymakers.

The Crossroads Hotel is a small hotel, licensed, high quality transit car hotel, franchised, on the outskirts of the city, catering primarily to businessmen and tourists.

Chapter 2. Hotel and its functions: guest services

2.1 Rooms and places

Hotel room revenue is earned through three main services: hotel front desk, uniform services, and hotel housekeeping. Each of these services may also contribute to a greater or lesser extent to other hotel activities, but their primary functions arise from the needs of the resident guests and they provide essential hotel services to guests. Therefore, it is convenient to consider the hotel reception desk, unified services and hotel management together as components of the hotel's function of accommodating guests.

Three main components of the accommodation function exist in most hotels and are usually organizationally assigned to separate departments. But their organization and staffing often differ in hotels of different sizes, types and standards. In smaller hotels, only a few people may work in each of them and have a wide range of responsibilities; As a hotel grows in size, each service may be subdivided into separate departments or departments in which the people working in them perform more specialized tasks.

An urban transit hotel with a short average stay requires a somewhat different approach than a resort hotel that accommodates guests for a longer period, such as one or two weeks. There is also a relationship between the prices, range and quality of Amenities and Services provided and the way they are organized.

2.2 Sale of numbers

A significant portion of hotel guests book their rooms in advance - from several hours to several weeks or months before they actually arrive at the hotel. This can be done in person, by telephone, fax or email, by letter, through a travel agent and, increasingly, through central booking systems. Hotel reservations creates a multiplicity of contractual relationships between a hotel and its guests that begin when each reservation is made and continue until the guests' departure or final settlement of accounts following their stay. Advance booking is a responsibility on the part of the hotel, both legally and business-wise, and requires a system that turns room reservations into room revenue.

When guests arrive at hotels, they are asked to register by providing the hotel receptionist with certain information about themselves. Registration book, into which this information is entered, performs two main functions. One is compliance with the law, which makes guest registration a legal requirement in most countries. The second function is internal guest accounting; this data is taken for other hotel records.

In most hotels provision of numbers For pre-booked accommodation, accommodation is made before guests arrive, and only for guests who check in without pre-booking, rooms are allocated on arrival, but in some hotels this happens only after the guests have already arrived. Then registration and provision of a room is the starting point for guests' stay and the signal for opening their accounts, as well as for notifying general services staff, the hotel department, telephone operators and other services about new arrivals.

Some master records document the sale of the number:

form or reservation card in a standard form contain the details of each order, are the top sheet on any documents relating to it, and provide quickly received information for each individual case;

V reservation and daily arrival logs register all orders by arrival date and show all arrivals for a specific day so that they can be covered at one glance;

reservation schedule provides a record of reservations over a period and shows the rooms reserved so that they can be covered at a glance, and the remaining rooms to be sold;

V guest book all new arrivals are registered as they appear and data on all arriving and departing guests is provided;

2.3 Mail and other services for guests

A combined key and mail rack is a standard feature in most hotel reception areas; it reflects the two normal duties of a receptionist - handing out room keys and mail to guests. Equipped according to floors and room numbers, it matches and complements the reception board. Room keys are issued from the counter to arriving and existing guests; When leaving the hotel or leaving at the end of their stay, guests return the keys to the counter. The counter is a place for information regarding the occupancy of rooms and the location of guests.

Mail for guests may be received before, during and after their stay at the hotel and may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. Mail received prior to guests' arrival should be given to them upon check-in; Mail arriving after the guest has left the hotel must be sent to the guest's permanent address. During guests' stay, speed is essential for fax transmission, safety is important for registered mail, integrity is important for parcels; Each type of mail requires its own standard procedures. But the key and mail counter is the central check-in area; here the guest receives mail when he takes the room key; This is also where the receptionist receives information about parcels or Treasury mail that are stored elsewhere.

Three main means therefore, they are interconnected and complementary when issuing keys, mail and providing other services to guests:

V alphabetical index of guests it is reported whether a particular person is a hotel guest and the room number of this person;

on reception board or room status shows who occupies a specific number;

rack for keys and mail indicates whether the guest is at the hotel and whether there is mail for that person.

In many hotels, the reception desk or a separate part of it also serves as source of information for guests-- about the hotel's amenities and services, about the locality, about transportation, etc. In other hotels, keys, mail and information for guests are provided by general services staff, and there are usually justifiable reasons for one or another method of organization. But who does what and who the guest can contact should be explained to the guest more in accordance with his needs and requirements than with the structure of the hotel organization, especially in larger hotels. Advertisements such as “Reception” and “Lobby Receptionist” have different meanings in different hotels and are not necessarily self-evident even for experienced hotel guests. Counters and sections of the hotel entrance hall with clear signage “Registration”, “Keys”, “Mail”, “Information”, “Guest Accounts”, etc. more informative for guests.

2.4 Unified Services

The second component of the accommodation function is the unified services, which form an integral part of the functions of the hotel entrance hall, they provide guests with many personal services.

Arrival and departure service -- the most unified services. Meeting and greeting arriving guests, their luggage and parking cars are the first responsibilities from parking and guest entry into the hotel to the room. When leaving the hotel, guests, their luggage and the organization of departure are again the main responsibilities of hotel employees. In a hotel where a hundred guests leave in the morning, and then about the same number arrive in the afternoon and evening, the general services staff serves up to about two hundred people per day of work, carries several hundred pieces of luggage, parks several dozen cars and organizes the delivery of several dozen taxis. . Guests, their luggage and cars therefore play a big role in providing a unified service.

During a guest's stay, general services staff are often essential source of information about the hotel and the locality and the main organizer for guests of such events as visiting theaters, organizing excursions and tours, car rental and other services. The reception desk or information window in the reception lobby then becomes the hotel's information centers, helping guests get comfortable.

In some hotels, general services staff may provide other services for guests. Newspapers, as well as other small items, may be provided to guests by general services staff who may also carry messages, elevator attendants and cloakroom attendants. In many hotels, general services staff are employees who are on duty at night and, especially in smaller hotels, perform all the hotel services provided by other departments during the day: receiving and checking in late arrivals, providing light refreshments, operating the hotel switchboard. , arrange early morning calls, and clean common areas and ensure hotel security.

2.5 Hotel management

The main function of hotel housekeeping is servicenumbers. This may be the sole or primary responsibility of the hotel housekeeping department, but may include other areas of the hotel.

Typically, hotel guests spend at least some of their time chatting in their room. The design, layout, decor, furniture and decoration of hotel rooms are the basics for customer satisfaction and this largely depends on the housekeeping department. Cleanliness and order, linen and room accessories and smooth functioning of the room are the main things the department focuses on. Housekeeping responsibilities may include other guest services such as early morning tea, guest laundry, babysitting, and other personal services. Basic housekeeping records consist of a list of new arrivals and departures and notifications received from the reception desk and a proprietary room status report, along with separate records of additional services provided by the department.

2.6 Hotel restaurants

Having one general restaurant should satisfy the needs of most small hotels with limited markets of non-occupants. In such restaurants, therefore, there is a tendency to offer table d'hote - a common dining table or a combination of table d'hote and la carte menus (portioned), food during lunches and dinners is served by a waiter, drinks are usually provided with food; As a rule, the atmosphere in the Republic is semi-official.

When the market is large enough, there is a need to differentiate, firstly, those who want a full meal (breakfast, dinner) and who have enough time for this, and those who want a light lunch (breakfast, dinner) and snacks and who are limited in time, and perhaps also in funds. This distinction can be made by combining table service and counter service in the same premises or in two different premises - a restaurant with an extensive menu that is open at certain times, and a café with a limited menu that is open almost all the time. These two establishments offer differentiated product selections for different people. This need can be satisfied by serving a limited selection of food items at the bar, which serves as a complement to the full range of food served in the restaurant.

Further differentiation may occur in a large hotel with several restaurants offering different menus, service and atmosphere. One or more specialty restaurants, including perhaps an ethnic restaurant, a business restaurant, a casual dining restaurant, and an entertainment restaurant, may constitute the complete range of food establishments in a hotel.

2.7 Hotel rooms

all three services operate as separate units with their own heads;

reception and uniform services are grouped together as a lobby service under the direction of an assistant manager for whom this is the sole or primary responsibility;

In some hotels, room service is provided by housekeeping staff, but room service is obviously part of the hotel's food and beverage function.

List of used literature

1) Krutik A. B. Economics and entrepreneurship in socio-cultural services and tourism. M.: Publishing center "Academy", 2007 - 224 p.

2) Zamedlina E. A., Kozyreva O. N. Economics of the industry: tourism: Textbook. - M.: INFRA-M, 2007. - 205 p.

3) Berzhakov M. B. Introduction to tourism. St. Petersburg: Publishing trading house "Gerda", 2000 - 346 p.

4) Chudnovsky A.D. Management of the tourism industry: a textbook. - 2nd edition - M.: KNORUS, 2005 - 448 p.

5) Tourism and hotel industry. Textbook \ ed. A. D. Chudnovsky ed. 2nd, revised and additional M.: YURKNIGA, 2003 - 392 p.

6) Medlik, S. Hotel business: A textbook for university students studying in the specialty of service (230000) / [trans. from English A. V. Pavlov]. - M.: UNITY-DANA, 2005. - 239 p.

Branches of the hotel industry. Hotel industry

8.2. The concept of "hotel industry". Hotel classification

Introduction

Basic concepts of the hotel industry.

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