Services in hotels. Types of additional services in hotels. Local taxes and fees

Introduction.

1.Rules for the provision of hotel services in the Russian Federation

1.1 Hotel classification

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Room management service;

Administrative Service;

Catering service;

Commercial service;

Technical Services;

Auxiliary and additional services.

2. Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

In conditions of market relations and especially in the transition period to the market, tourism is one of the dynamic sectors of the economy. The high pace of its development and large volumes of foreign exchange earnings actively influence various sectors of the economy, which contributes to the formation of its own tourism industry. The tourism sector accounts for 6% of the world's gross national product, 7% of global investment, and every 16th job. In Russia, the tourism business is developing rapidly. And now, during the transition to a market economy, it is very important to apply modern management methods.

At the moment, there is a lot of literature on this topic by foreign authors; Western countries have accumulated vast many years of experience in management of hotel enterprises. But due to the fact that the hospitality industry in Russia operates in specific conditions, today there are not very many monographs by domestic authors on the research problem, in which one could find proposals for creating a Russian system that meets our Russian realities. Studying foreign experience in the hospitality industry certainly plays a big role in improving the quality of guest service. It is very difficult to demand high quality customer service from service personnel if they have a vague idea of what requirements for the level of modern service are made by visitors.

The purpose of writing this course work is to consider and study the problems of service quality in the management of a hotel enterprise. The relevance of this study is determined by the need in the current conditions of transition to market relations to find better management solutions and improve management in the hospitality industry. Consideration of factors influencing the quality of hotel services is aimed at increasing the level of service and efficiency of production of hotel services. The development of market relations causes the emergence of new tasks, which necessitates improved management. It is important for hotel managers to understand the need to constantly improve service quality management, pay attention to its expansion, reconstruction of premises, introduction of the latest technologies, etc.

In accordance with the stated goal, the following tasks are solved in this work:

definition of the concept of quality in the hospitality industry;

detailed consideration of factors influencing the quality of hotel services;

The subject of the study is……..

1.Rules for the provision of hotel services in the Russian Federation

Approved by decree of the Government of the Russian Federation

I. General provisions

1. These Rules have been developed in accordance with the Law of the Russian Federation “On the Protection of Consumer Rights” (Gazette of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, No. 15, Art. 766; Collection of Legislation of the Russian Federation, 1996, No. 3, Art. 140) and regulate relations in the field of providing hotel services (hereinafter referred to as services).

2. The basic concepts used in these Rules mean:

"hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services;

“consumer” - a citizen who intends to order or orders and uses services exclusively for personal (household) needs;

“performer” is an organization, regardless of its form of ownership, as well as an individual entrepreneur providing services to consumers under a paid contract.

II. Information about services, procedures for registering a hotel stay and paying for services

3. The Contractor is obliged to bring to the attention of the consumer his company name (title), location (legal address) and operating hours. The contractor places the specified information on the sign.

The contractor - an individual entrepreneur must provide the consumer with information about his state registration and the name of the body that registered him.

4. The Contractor is obliged to promptly provide the consumer with the necessary and reliable information about the services, ensuring the possibility of their correct choice.

The information is placed in the room intended for registration of residence, in a place convenient for viewing and must include:

these Rules;

information about the performer and his contact phone number;

certificate of assignment to the hotel of the appropriate category, if the category was assigned;

information about the certification of services subject to mandatory certification (certificate number, its validity period, information about the body that issued it);

information about the license number, its validity period, the authority that issued the license, if this type of activity is subject to licensing;

extracts from the state standard establishing requirements in the field of service provision;

price of rooms (places in the room);

list of services included in the price of the room (places in the room);

list and price of additional services provided for an additional fee;

information about the form and procedure for payment for services;

maximum period of stay in a hotel, if it is established by the contractor;

procedure for staying at the hotel;

information about the operation of public catering, trade, communications, consumer services, etc. enterprises located in the hotel;

information about the consumer rights protection body at the local administration, if such a body exists;

information about the parent organization.

The Contractor is obliged to ensure that each room contains information about the rules of accommodation in the hotel, fire safety rules and rules for the use of electrical appliances.

This information must be brought to the attention of consumers in Russian and additionally, at the discretion of the contractor, in the state languages of the constituent entities of the Russian Federation and the native languages of the peoples of the Russian Federation.

5. The Contractor is obliged to ensure the provision of benefits when providing services to those categories of citizens for whom such benefits are provided for by laws and other regulatory legal acts.

6. The Contractor has the right to enter into an agreement for the reservation of places in a hotel by drawing up a document signed by both parties, as well as by accepting an application for reservation through postal, telephone and other communications that make it possible to reliably establish that the application comes from the consumer.

If the consumer is late, he will be charged, in addition to the reservation fee, also a fee for the actual downtime of the room (space in the room), but not more than one day. If you are late by more than a day, the reservation will be cancelled. If the consumer refuses to pay for the reservation, his/her accommodation at the hotel is made on a first-come, first-served basis.

7. The contractor - a commercial organization is obliged to conclude an agreement with the consumer for the provision of services, except in cases where there is no possibility of providing services, including if the constituent documents of the contractor or a civil contract concluded with him provide for the obligation of the contractor in a certain order to provide services to the relevant categories of persons.

8. An agreement for the provision of services is concluded upon presentation by the consumer of a passport or military ID, identity card, or other document drawn up in the prescribed manner and confirming the identity of the consumer.

When registering a stay in a hotel, the contractor issues a receipt (coupon) or other document confirming the conclusion of an agreement for the provision of services, which must contain:

name of the performer (for individual entrepreneurs - last name, first name, patronymic, information about state registration);

last name, first name, patronymic of the consumer;

information about the room provided (place in the room);

price of the room (places in the room);

other necessary data at the discretion of the contractor.

9. The Contractor has the right to set a maximum period of stay in a hotel, the same for all consumers.

10. The Contractor must provide round-the-clock registration of consumers arriving at and departing from the hotel.

11. The Contractor does not have the right to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for in the contract.

It is prohibited to condition the performance of some services on the mandatory provision of other services.

12. The price of the room (place in the room), as well as the procedure and form of payment are established by the contractor.

The contractor may set a daily or hourly rate for accommodation.

The Contractor determines the list of services that are included in the price of the room (place in the room).

13. Payment for hotel accommodation is charged in accordance with a single checkout time - from 12 noon of the current day, local time.

When placing before check-out time (from 0 to 12 o'clock) no fee is charged.

A guest checking into a hotel may only require bed and breakfast, but sometimes he may need additional services from the hotel where he is staying. They can make the visitor’s check-in and stay at the hotel more convenient, or they can simply become an additional pleasant detail. Almost every hotel offers additional services to guests. Since many of them need to be known and staff must be warned in advance, we would like to describe some of them here. After reading this article, you will know which of the additional hotel services you will need and will be able to check in advance their availability at the hotel where you are going to stay.

Early check-in

Your plane or train arrives in the city early in the morning, and in hotels, as you know, the check-out time is 12:00, and check-in is from 14:00? Don’t worry that you will have to sit on your suitcase at a train station or airport or wander around the city with this very suitcase. Ask your hotel if it offers early check-in for visitors. You may have to pay a certain amount, but early check-in will save you from many inconveniences. If this is a business trip, then checking in early will give you more time for all your business. If you are traveling with your family, then this service is doubly convenient, because a long wait with large luggage can significantly spoil the mood of both you and your loved ones. And in all other cases, you should take care in advance to use the early check-in service.

Late check-out

This service can be useful in the same way as the previous one if you plan to leave the city in the evening. You won’t have to think about where to put your heavy bags, and you’ll be able to rest longer before your trip. You will be able to explore the city again before leaving, and check out and leave at a convenient time. Please check the cost and availability of late check-out and early check-in in advance, as the room may be booked at this time.

Extra bed

Let's imagine again that you come with your family. There is no point in looking for a triple room for spouses and a child if you can simply order an extra bed. It is usually cheaper to provide an extra bed than a room with three beds. Typically, extra space means a comfortable, modern folding bed, folding chair or sofa. In some cases, only a mattress is provided. It may also be necessary to accommodate several adults in one room, providing one of them with an additional bed. This is also feasible in almost all hotels. Typically, only one extra bed is allocated for a standard room, unless otherwise noted in the hotel description. If you need more than one extra bed, check with the staff to see if this is possible.

Parking

If the hotel has its own guarded parking lot, you can reserve a space in advance for your own or a rented car. This will allow you not to worry about the safety of your car and the availability of free spaces in other parking lots nearby. Reserve a parking space for the entire duration of your stay at the hotel.

Meeting at the airport/train station, baggage collection, porter service

Some hotels can provide you with such a variety of services as: meeting you at the point of arrival, receiving your luggage by a porter and transferring you and your luggage to the hotel. Transfer can also be ordered upon departure from the hotel. This service is important if you want to travel with special comfort or are afraid of getting lost in an unfamiliar city. Often, meeting and transfer are provided to groups of tourists, but can be ordered individually.

Use of meeting rooms and conference rooms

Meeting rooms and conference rooms in hotels are indispensable for business trips. If you take care in advance of ordering a special place for business meetings, you will show your best side to your partners and colleagues, and also increase the prestige of yourself and your company in their eyes. Typically, conference rooms are equipped with all the necessary equipment - a computer, projector, MFP. Don’t forget to arrange for water and stationery for the participants in advance, especially if there are lengthy negotiations ahead.

Ordering food to your room

The hotel usually has a restaurant that provides meals for guests. If you want to have breakfast, lunch or dinner in a more comfortable environment than the noisy hall of a hotel restaurant, then you can always order food delivered to your room. There may be a small surcharge for room delivery if food is included in the room rate, or you can pay for food and drinks according to the restaurant menu.

Champagne, fruits, room decoration

Have a romantic evening coming up? Or maybe you are booking a hotel for your wedding night? Most hotels will be happy to decorate your room with rose petals and/or balloons. There may also be such pleasant services as: delivery of chilled champagne, flowers or fruit baskets to your room.

Telephone, fax, printing, copying

For some reason, it may happen that you have nowhere to make a long-distance or international call, urgently print a document or make a copy. You can do all this for a small fee at the hotel by contacting the front desk.

9.2. Hotel services

Accommodation services are a product of the activities of hotels or any other enterprise intended for accommodation. The state standard GOST R 51185-98 "Tourist services. Accommodation facilities. General requirements" defines hotel services. Accommodation services are the activities of the contractor in accommodating tourists and providing hotel, special (medical, health, sanatorium, sports, tourist, etc.) services.

The main feature of the hotel product is that the client does not have ownership of the product he uses. The characteristic features of the service are identified that determine the specifics of accommodation services.

A service is a process that occurs over time. The specificity of hotels is that problems related to production must be resolved quickly. In today's environment, customers demand fast service.

Services provided in hotels are divided into basic and additional. They can be free or paid.

Basic services include accommodation and food. Registration of those staying at the hotel and those leaving it must be done around the clock. In catering, communications and consumer services organizations (located in a hotel), persons staying in the hotel are served out of turn.

The following types of services can be provided to guests at no additional charge:

Calling an ambulance;
- use of a first aid kit;
- delivery to the correspondence number upon receipt;
- wake-up at a certain time;
- provision of boiling water, needles, threads, one set of dishes and cutlery.

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid additionally. The list and quality of paid additional services must meet the requirements of the category assigned to the hotel. Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by the presence of a huge list of additional services:

Catering services (bar, restaurant, cafe, buffet, beer bar);
- shops (souvenir, grocery), vending machines;
- entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
- excursion services, guide-translator services;
- organizing the sale of tickets to theaters, circuses, concerts, etc.;
- child care, provision of tutors and nannies who speak the child’s native language;
- caring for animals that travel with their owners;
- transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
- purchase and delivery of flowers;
- sale of souvenirs, postcards and other printed materials;
- consumer services (shoe repair and cleaning; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc.; repair of watches, household appliances, radio equipment; hairdressing salon, manicure and massage parlors and other household services);
- services of beauty salons and hairdressing salons;
- sauna, bathhouse, swimming pools, gym;
- rent of meeting rooms, conference halls;
- business center services;
- currency exchange;
- other services.

A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry. The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you cannot force services. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services.

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

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

When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, upon departure, residents are asked to fill out short questionnaires, which are submitted to the reception service, and then they are studied by the advertising and marketing service.

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

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, 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 of active recreation, hotels offer the services of a sauna, bathhouse, massage room, and 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.

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

1. services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);
2. shops (souvenir, grocery), vending machines;
3. entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
4. excursion services, services of guides and interpreters;
5. organizing the sale of tickets to theaters, circuses, concerts, etc.;
6. transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
7. purchase and delivery of flowers;
8. sale of souvenirs, postcards and other printed materials;
9. consumer services (shoe repair and cleaning; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc. .; repair of watches, household appliances, radio equipment; hairdressing salon, manicure and massage parlors and other household services);
10. beauty salon services;
11. sauna, bathhouse, swimming pools, gym;
12. rental of meeting rooms, conference halls;
13. business center services;
14. other services.

A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you cannot force services. In accordance with the “Rules for the provision of hotel services in the Russian Federation,” the contractor does not have the right to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services. www.consultant.ru.

Services of hotels and other accommodation facilities will now be provided according to new rules. The corresponding Decree of the Government of the Russian Federation dated October 9, 2015 No. 1085 came into force from today.

In particular, a list of services has been introduced that the contractor, at the request of a hotel client, is obliged to provide without charging additional fees. These include:

calling an ambulance or other special services;

using a first aid kit;

delivery of mail addressed to the guest to his room;

wake-up at a certain time;

provision of boiling water, needles, threads, one set of dishes and cutlery;

other services at the discretion of the contractor (clause 27 of the Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of October 9, 2015 No. 1085; hereinafter referred to as the Rules).

Information about the services provided by the hotel must be posted in a convenient place for viewing, as well as on the hotel’s website (clause 10 of the Rules). However, in accordance with the Rules, the hotel is not obliged to indicate in this list which services are provided for a fee and which are provided free of charge. Therefore, it can be problematic for guests to understand whether the hotel provides any additional free services in addition to those established by the Rules.

Among the innovations is also the possibility of a guest paying only for half a day of stay in a hotel when a guest is accommodated from 00.00 to the established check-out time, that is, until 12.00 [para. 3 clause 29 of the Rules]. Only upon check-in within the specified period of time will the hotel client be able to pay for half a night’s stay.

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

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

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