Additional services of modern hotels. The role of additional and related services in a hotel

When we intend to go on vacation, we sometimes don’t even think about how travel agencies and hotels organize our leisure time in such a way that we do not need anything. When we're talking about o planning hotel business, the question arises of what types of services the hotel should offer to guests. The next question is what to provide for free and what for an additional fee. In this article we will talk about organizing the work process in a hotel.

Types and types of services in the hotel

Hotel service is divided into basic, additional and individual types of services. Depending on the wishes of the hotelier and the level of the competitive environment in a given region, this service can be either absolutely free or for an additional fee.

There are a number of basic services in a hotel, enshrined at the legislative level, as those benefits that should be provided in all hotel establishments, as free. It is necessary. Their list:

• If necessary, call an ambulance
• Availability and 24/7 access to a medical kit
• Delivery of letters, newspapers and other correspondence intended for the guest
• Waking up the guest at the appointed time
• Availability and access to boiling water, scissors, needles and threads
• Using one set of dishes and replacing them

Regardless of the concept of the hotel enterprise, your hotel must provide these services. However, everyone understands that if the hotel provides only this, its rating will leave much to be desired. In the face of fierce competition between hotels and hotel chains it is necessary to be “in trend” and anticipate the needs of guests.

So, just a few years ago, those rare hotels that allowed guests to use the distributed Internet without charging an additional fee received their bonuses and benefits in the form of additional clients.

Today, the websites of hotels, chains and booking resources are full of banners with the words “free” and “as a gift”. Competing with each other, hotels try to provide a unique service to their guests, or standard types of paid services - free of charge.

Most common paid services in hotels:

• Offer of group and individual excursions
• Personal translator and guide
• Sale of tickets for cultural events
• Currency exchange
• Repair of clothes, shoes, dry cleaning and ironing
• Souvenir products
• Rent of space for business meetings and conferences
• Saunas, baths, spas, massage parlors, beauty salons, hairdressers
• Purchase and delivery of flowers
• Taxi ordering

Of course The more services a hotel offers free of charge, the greater its chances of becoming a leader and customer feedback. Operating time good reviews– a long, costly and labor-intensive process. High quality service, like nothing else, can help in this matter.

Today, it is considered bad form to offer a certain range of services for an additional fee. The once expensive Internet, in our time, must be freely accessible to everyone. Detailed consultation with a reception specialist about events taking place in the city; about how to get to the place the client needs and back; about the possibility of saving money in the city, etc. helpful information is provided free of charge. Calling a taxi to the hotel should not be paid for with anything other than a tip, maximum.

Hotels with a considerable number of stars on their facades cannot afford to forget about an individual approach to persons of special importance. These could be people useful to the business, or simply wealthy guests. If personal services are provided in exceptional cases, their availability will not become financially attractive, but it will create a certain reputation for the hotel company, which is important.

Personal services include, among other things, an individual hotel employee accompanying the guest throughout the entire period of his stay. His responsibilities include consultations on all issues, finding solutions of any complexity in order to satisfy the wishes of a discerning client.

A good option for an individual approach to the guest are small gifts, pleasant souvenirs to remember their stay at your hotel. This can be any souvenir product, for example, chocolates from a local factory with your company logo. This inexpensive and modest gift will emphasize the level of service in your hotel and will make even the most strict guest smile.

The hotel business is a separate sphere that provides for the provision of intangible services to guests. The hotel business is inextricably linked with the region tourist recreation in the country, business tourism. Optimal, well-established functioning of a modern hotel is impossible without increasing the number of services provided, since development will certainly entail increased costs and the need to improve the quality of service. The main product of hotels

The direct purpose of each hotel is to accommodate clients in decent, well-appointed rooms. This is the hotel's main product. In order to create a service, it is necessary for the client to interact with the hotel staff. The service is intangible, since it is needed to meet the needs of guests for accommodation for a strictly defined period. That is, the time interval for check-in, as well as the completion of the location in the hotel room, is documented. That is why every hotel should be ready to present blank hotel receipts to the client. Checks are made using cash registers available at the hotel. This is the best proof of accommodation on a business trip.

The profitability of the hotel business is directly affected by seasonality. The quality of guest service may vary. However, hotel management is advised to ensure consistency of quality, as dissatisfied guests will happily spread negative impressions to friends, colleagues and relatives. Regardless of the season, the number of guests staying here during a business trip does not change. Hotel staff are required to record the time interval of the client's stay in the room. In order to subsequently calculate travel allowances after the end of a business trip, a person will need reporting documents for travel allowances. While living in another place during a professional trip, a person thinks about where to buy travel allowances. In Moscow there are proposals for the sale of checks.

Receipts hotel services- a reliable, official document that is issued upon request by any hotel. Travel reporting documents are required in every company whose field of activity is directly related to business trips. There are many similar organizations, so specialized companies have appeared where you can. Hotel checks with confirmation in Moscow are offered by various organizations; it is important to choose a trusted and responsible one.

Types of hotel services

Hotel services are classified into basic and additional. The main ones are the provision of cozy rooms of several categories, differing in different levels of amenities. They can be equipped with different types of household appliances. The cost of living depends on the convenience criterion. Additional hotel services are of interest to guests. When concluding an agreement, the entire range of services provided by the hotel to the guest is prescribed. It is mandatory for a person to receive residence checks. People going on a business trip for the first time may not know what document is used to document travel expenses? A receipt is the main evidence of payment for hotel services. Payment can be made in different ways - daily, hourly according to an agreement with the hotel staff.

Business travel is on the list of job responsibilities of many people. What documents are required for the duration of the trip? It is best to advise the company's management on this issue.

Majority modern hotels- These are developed complexes offering consumers a variety of services. The range of services for accommodation facilities of different categories is given in the “Classification System for Hotels and Other Accommodation Facilities”.

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

Paid Additional services(PDU) are divided into:

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

intermediary (reservation of seats in restaurants, tickets for different kinds transport, calling a taxi, ordering tickets to theaters, cinemas, etc.);

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

• tourist (excursion);

  sports and recreation;

• medical;

  postal.

The material and technical support of the hotel, the list and quality of services provided must meet the requirements of the category assigned to it. Hotels that provide additional services independently have a large and diverse staff of professionals.

In addition to the main ones, these are medical workers, hairdressers, physical education instructors, etc. Traditional premises and facilities in such hotels are supplemented by gyms, saunas, garages, conference rooms, etc.

Additional services are divided into paid and free, the latter include the provision of boiling water, threads, needles, one set of dishes and cutlery; wake-up call at the appointed time; calling an ambulance; using a first aid kit; delivery to the correspondence number.

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

Some services - beach, swimming pool, gym, etc. - are paid before use, others - meals, telephone calls, etc. - after they have been provided.

Documentation of the PDU is carried out on the basis of the price list. Order No. 121 of the Ministry of Finance of the Russian Federation dated December 13, 1993 approved standard forms 12-G “Receipt No. for the provision of additional paid services” (Appendix 4) and 11-G “Parking” (Appendix 5). Receipts are issued in two copies (the first is submitted to the accounting department, the second to the payer) and are strict reporting forms. They are issued by the staff providing the services when fees are collected. At catering establishments an invoice is issued. If the service is paid through the central cash desk (at the reception service), the invoice can be issued according to the standard form 3-G or 3-GM. All services are recorded in special journals. The form of entries in them is determined by the hotel itself. For example, in the register of communal services on the floor, the following form of entry is possible: 1) date, 2) room number, 3) type of service, 4) its cost, 5) quantity, 6) amount, 7) receipt number, 8) signature of the employee who provided the service, 9) signature of the accountant.

All amounts of money are handed over to the senior cashier, and a report is drawn up.

The following information must be located in the reception and accommodation service in a convenient place for viewing: a list and price of additional paid services; extracts from the state standard establishing requirements in the field of service provision; list of services included in the room price; information about the form and procedure for payment for services.

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

Enterprises that rent premises in hotels take part in providing services to residents. This could be a bank branch, shops, restaurants, cafes.

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

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

A real estate lease agreement is concluded in writing. A real estate lease agreement is subject to state registration.

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

amounts of payments made periodically or at a time;

the established share of products or income received as a result of leasing property;

provision of certain services by the tenant.

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

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

To attract guests' attention and make a great impression, hotels offer a variety of additional options. They may refer to services directly in the rooms or to services throughout the hotel. Some services are included in your stay, such as breakfast. Access to the beach or pool is usually paid separately, but there are exceptions. When calculating the cost of living, it is better to check all the details on the official websites of the hotel or by phone.

Free hotel services

Free Wi-Fi

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

Without a bank card

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

Therefore, hotels are constantly expanding the list of booking options without using cards. Most popular on this moment:

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

Pets allowed

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

Free cancellation

In the fight for customers, hotels attract guests special conditions reservations. When a trip is planned in advance, there is a high probability that the arrival date will be postponed. In such cases, the free cancellation option is very convenient. It is valid subject to advance notification to the hotel administration. Usually three days before the scheduled date.

Smoking in the hotel

Legislation regarding smoking in in public places is constantly getting tougher. Smoking is strictly prohibited on the premises of many hotels. Violators should be aware that there are tobacco smoke detectors in the rooms. Therefore, heavy smokers are not recommended to take risks if they do not want to pay the fine and the cost of cleaning their tobacco room. Hotels that allow smoking either have smoking rooms or designated areas for smoking.

Free breakfast at the hotel

Breakfast is not included in hotel room options unless specified during booking. The higher the category or star rating of the hotel, the more varied the morning menu. Continental breakfast includes juices, hot drinks, scones with butter and jam. The famous English breakfast in hotels differs from the continental breakfast in the presence of scrambled eggs. The most popular option remains the buffet. The dishes offered are varied - from fruit slices to meat pates.

Paid services in hotels

Household appliances in the room

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

an extra bed

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

Work or leisure

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

Events

Entertainment requires a separate fee, but sometimes hotels give guests tickets to shows, pool passes, health Center. The most modern hotels offer more active leisure, after which you will be left with not only pleasant impressions, but also useful skills. These could be handicraft master classes, culinary workshops, surfing or painting lessons.

The desire to earn excellent reviews forces hotels to invent new and improve existing options. They allow you to impress your guests with care, comfort and courtesy.

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Introduction
1 Theoretical aspects of organizing the work of additional and
related hotel services
1.1 The concept of additional services in a hotel.
1.2 Types of additional and related services

1.4 Main modern trends in the field of additional
services.
2.

Conclusion
Bibliography

Introduction

A modern hotel complex occupies an important place in the social sphere of the country and helps to satisfy the primary needs of travelers for accommodation and food. Without hotels it is impossible to create a modern tourism industry.
Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial and economic activities and plays a major role in increasing the efficiency of social production.
The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, intercity and international communication services, and transport services for guests. Hotels cannot do without shops and souvenir kiosks, restaurants and bars.
In addition, focusing on business people, hotels must provide their guests with the opportunity not only to organize their working time well and efficiently, but also to relax after a busy day. Therefore, modern hotels operate gyms and fitness centers, beauty salons, billiard rooms, slot machines and casinos, etc.
In shaping the market attractiveness of a hotel enterprise, additional services are becoming increasingly important.
Remaining the main one, the accommodation service is taken for granted by guests, and it is the additional services that distinguish this hotel from a number of others that attract increased interest.
Therefore, studying the issue of organization and technology for providing additional services in a hotel is becoming increasingly relevant and significant.
The purpose of this work is to consider the complex of additional and related hotel services.
The following tasks follow from this goal:
- give theoretical definitions of additional and related services;
- disclose the content of the classification of additional services;
- determining the value of additional services in the hotel business;
- show the main modern trends in the field of additional
services.
The theoretical and informational basis of the course work consists of textbooks on the organization and technology of hotel services, and others.

1 Theoretical aspects of organizing the work of additional and related hotel services

The concept and essence of additional services in a hotel

1.2 Types of additional services and related hotel services

Additional hotel services are divided into two categories:
1) services provided directly by the hotel itself (that is, on its own);
2) services provided by third-party organizations.
The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, level of comfort and other reasons. Most often, hotels offer their guests the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, herbal bar), grocery and souvenir shops, and vending machines. You can spend your free time and relax in a disco, casino, nightclub, slot machine hall, video game hall, billiard room and bowling alley. For lovers active rest hotels offer the services of a sauna, steam bath, massage room, swimming pool (outdoor, indoor and children's). Such services also include gyms, playgrounds, mini-golf, gym, golf, basketball, volleyball, table tennis, tennis, stables, beaches on the sea, lake, river coasts, as well as equipment for water and underwater sports . You can also visit a beauty salon, hairdresser, and also use the services of a first-aid post, a storage room, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking office (airplane, train, bus, taxi, etc.), and a travel agency. and excursions, car rental, parking and parking, garage, shoe shine. For business people, the following facilities are available: a meeting room, a concert hall, business centers, a copy machine, fax, local and international telephone. In the rooms, guests are offered additional dishes in the room, iron, TVs, refrigerators, etc.
The list and quality of paid additional services must meet the requirements of the category assigned to the hotel.
Organization of consumer services
Household services include the following. Urgent laundry and dry cleaning, repairs and ironing of personal items (there are order forms for washing and cleaning clothes in the advertising folder in the room.
In hotels of a lower category you can rent an iron. The guest irons himself in his room or in a special room where there is an ironing board.
Urgent shoe repair and cleaning. Many hotels have shoe repair shops. In the lobbies of upscale hotels there are shoe shine machines. The rooms have brushes for cleaning shoes and clothes.
Storage of things and valuables (luggage storage and safes in the rooms and at the reception).
Unloading, loading and delivery of luggage to the room (paid for by tips - the hotel organizes a queue of bellhops to receive the same tips).
Rental of cultural and household items (TVs, dishes, sports equipment); photographic works.
Hairdressing salon, manicure and massage services. These services can also be provided in rooms, but have an extra charge.
Food delivery to the room.
Usually in each room in the folder with advertising there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks to do laundry, clean the room, or simply does not want to be disturbed.

Transport services
Transport services are one of the important types of services in hotels. These include: booking tickets, ordering a taxi, renting a car, etc.
The most popular additional service among guests is the room reservation service.
In a number of four- to five-star hotels, the booking service is provided free of charge. However, this does not mean that hotels provide this service free of charge. The fact is that, depending on the level of the hotel, reservations can be made as part of the performance of their direct duties by the reservation service employees. This is not considered as a separate service, since the hotel’s work is structured in such a way that, without prior reservation of a room, guests are not accommodated in principle, regardless of whether the client wants to book a room or not. This hotel operating policy allows it to plan its workload, labor costs and, ultimately, the income of the hotel as a whole.
Booking tickets for various types of transport can be done using the latest information technologies. Some global computer networks have achieved great success in this.
Hotels that have connected to global booking networks have the opportunity to enter information about the hotel itself, the types of rooms, their descriptions and prices into their data bank.
In Moscow and St. Petersburg, booking tickets for various types of transport is carried out with the help of travel companies, usually located in the hotel lobby, or the travel company has direct contact with companies providing ticket booking services.
Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways:
in the city taxi service;
When ordering a taxi from the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination.
The card is issued by the administrator who works on the ground floor of the hotel. The completed card is given to the driver, since the guest may be a foreigner.
Payment for the taxi is made by the guest himself to the taxi driver - depending on the route of the trip.
If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued and given to the driver. The hotel's own taxi service is organized if the hotel has its own parking lot and garage for vehicles.
All cars have the hotel's logo (name, emblem, taxi phone number, etc.). For example, in Moscow and St. Petersburg, high-class hotels have their own taxi services.
Car rental. The car rental procedure is simple: provided that the tourist is at least 21 years old and does not exceed 70 years old, it is enough to present a passport and driver’s license (Russian or international standard) to the rental service employee.
By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is only available with a credit card.
The rental price depends on the class of the car.
Before signing a car rental agreement, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically the rental fee includes:
unlimited car mileage;
delivery of the car to the client within the city;
repair or replacement of a vehicle in the event of a technical malfunction, except for damaged tires, windshield or engine;
full insurance in case of a traffic accident through no fault of the client; however, if the driver was under the influence of alcohol at the time of the accident, insurance will not be paid;
insurance covering damage caused to the car in a traffic accident due to the fault of the client;
insurance for passengers (except the driver) against accidents; taxes. The car must be provided to the client with a full tank, but the guest must also return it with a full tank.
For an additional fee, you can purchase the right to drive a car with a second driver. If the client leaves a security deposit (it is taken in case of payment of fines), you should ask in advance when it will be returned.
They are becoming increasingly popular among hotel clients. health centers , the presence of which for high-category hotels is a prerequisite in accordance with the minimum requirements for accommodation facilities established by the Regulations on the state classification system of hotels and other accommodation facilities. However, simpler hotels are also trying to develop this area.
The list of services provided by the health center can be very diverse depending on the level of the hotel, the requirements of the guests and the imagination of the hotel manager. However, as a rule, it includes the following types of services:
- pool;
- jacuzzi;
- sauna and other baths;
- solarium;
- Gym;
- individual and group lessons with an instructor;
- massage, etc.
Provision of premises for rent
It is not always possible for a hotel to provide additional services to its guests on its own. Sometimes this is associated not only with additional costs, but also with a lack of knowledge to carry out a particular type of activity. For example, this applies to the gambling business. Typically, hotels themselves do not engage in this type of activity, but only provide appropriate premises to tenants. In general, hotels provide space for rent for the most different types services. These could be shops (grocery stores, newsstands, souvenir shops, clothing boutiques, etc.), hairdressers, restaurants or bars, travel agencies that accept orders for airline and train tickets, etc.
The areas leased by the hotel include both premises that are not suitable for living, and areas that are, in principle, intended for rooms.
Recently, a fairly common practice for hotels is to provide premises, originally intended for rooms, for rent.
Additional services provided by third parties
organizations

In the event that dry cleaning and laundry services, communication services, Internet, television, motor transport services and others are provided by third-party organizations, the hotel acts as an attorney, commission agent or agent, depending on the nature of the contracts concluded with these organizations.
According to Article 971 of the Civil Code of the Russian Federation, under a contract of agency, one party (the attorney) undertakes to perform certain legal actions on behalf and at the expense of the other party (the principal). The rights and obligations under a transaction completed by an attorney arise directly from the principal. Therefore, the principal must issue a power of attorney to the attorney to perform legal actions provided for in the agency agreement. Typically, the responsibilities of a hotel are limited to concluding agreements with its guests in the interests of organizations that provide additional services to residents. Otherwise, this may be called expanding the client base of the principal (principal or principal). The hotel also undertakes to collect payments for services provided to guests by the principal (principal, principal).

1.3 Additional food services and excursion services

In addition to direct hotel services, hotels can carry out other types of economic activities, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.
Food is one of the main services in hotel services.There are three main forms of catering in hotel services:
· food paid for by the client;
· meals not included in the room price;
· Meals provided for an additional fee.
Meals are not a mandatory service as part of the tourism product and may not be provided during the implementation of the tour. However, one should take into account the fact that a person’s need for nutrition is physiological. If this service is not provided during the trip, tour organizers should take care of two problems: a) the problem of reserving a certain amount of time for tourists to eat and b) the problem of providing tourists with information about the food establishments available in the destination.
Serving guests in restaurants is a special form of providing services in a hotel.A hotel restaurant can be a separate catering establishment, or it can be one of the divisions of the hotel complex. Moreover, regardless of the fact that the restaurant is not an independent legal entity providing catering services, it is subject to all the requirements established by law for catering establishments.
Excursion and meet-and-greet services
Excursion services are included in the list of additional services provided by accommodation facilities. It should be noted that excursion services are provided by most hotel enterprises, regardless of their category and reputation. A number of hotels have their own excursion bureaus and specialized departments.
So, the excursion company uses various forms of service in its work:
1. Excursion as a separate service: sightseeing and thematic excursions, walking excursions using various types of transport, industrial excursions, excursions to museums, exhibitions, nature reserves, nature reserves. The excursion is distinguished by: the presence of a theme, a qualified leader - guide, excursion group; display of excursion objects; movement of participants; duration from one hour to a day.
2. Excursion as part of a tour, weekend route, which is an integral part of the proposed tour.
3. Organization of excursions, cultural and entertainment services.
4. Providing services of tour guides, excursion guides, tour leaders, excursion organizers.
5. Travel excursion information. This service is offered for long-term intra-route transportation. The guide or tour leader gives brief information(in the form of excursion information) on excursion sites located along the group’s route.
Excursion services also include escort services and pick-up and drop-off services. A group tourist trip requires competent and precise organization of processes associated with the relocation of a group of tourists, its delivery to the place of accommodation, the accommodation of tourists in a hotel (hotels), and the further passage of all stages of the stay program; this responsibility is assigned to the so-called tour leader.
The accompanying person must monitor the progress of the excursions - they must be carried out according to plan. If it is impossible to conduct an excursion within the specified period, agree to reschedule it for another time, or, as a last resort, with the consent of tourists, find an alternative option. On the last day of stay at the hotel - inform tourists about the timely payment of bills issued by the hotel upon the provision of additional services (use of telephone, gym, mini-bar, etc.). When leaving the country, all entry stages are repeated.
At the entrance to the hotel, a presentation may be held, which provides information about the hotel - where everything is located, what additional services can be obtained, the form of payment, etc.
The most traditional forms of organizing leisure time are mass sports activities, excursion activities, film screenings, and recreational evenings 4 .
Library services are one of the oldest forms of leisure activities for vacationers. The work of libraries is most often implemented in three directions: issuing books and periodicals for reading in free time; holding various thematic events; promotion of healthy lifestyles. Game forms of organizing leisure activities are also quite popular at resorts. Vacationers are provided with both passive (without the involvement of additional staff - checkers, chess, billiards) and active gaming entertainment (with the involvement of animators and special staff).
etc.................