Decor / 15.01.2023

Hotel industry: history of occurrence, conditions, services. Trends in the development of the hotel industry in Russia. Basic concepts of the hotel industry What is the hotel industry

The most important component of the tourism industry is the hotel industry. Tourism is impossible in the absence of tourist accommodation facilities. This is an immutable and strict requirement of the economy of any tourist region or a center that yearns for solid and large incomes from the reception of tourists and the exploitation of its tourist resources - natural, historical and socio-cultural objects, including tourist display objects, as well as other objects that can satisfy the spiritual needs of tourists, promote the restoration and development of their physical strength.

The hotel industry is the backbone of the hospitality system. The hospitality industry is made up of various means of collective and individual accommodation. Collective accommodation facilities for tourists include hotels and similar establishments, specialized establishments, other collective accommodation facilities for tourists. Hotels are the main classical type of tourist accommodation enterprises. One of the main features of hotels should be noted, first of all, the availability of rooms. Hotels provide a list of mandatory services: room cleaning, daily bed making and cleaning of the sanitary unit, as well as an extensive range of additional services. Depending on the features of management, hotels can be separate enterprises or form hotel chains. A chain refers to a group of enterprises that carry out a collective business and are under the direct control of the management of the chain.

Depending on the specific equipment and features of the services provided, hotels include general purpose hotels, apartment-type hotels, motels, roadside hotels, resort hotels, accommodation clubs, etc.

Similar accommodation facilities include boarding houses, furnished rooms, tourist hostels, etc., which have a room stock and provide a list of mandatory services.

Specialized establishments are also designed to serve tourists. They do not have numbers. Examples of such institutions are health institutions (sanatoriums, rehabilitation centers), labor and recreation camps, public means of transport equipped with sleeping quarters (trains, ships), as well as institutions such as congress centers, on the basis of which symposiums, conferences are held. and other specialized events and the accommodation of their participants is carried out.

Individual accommodation facilities are provided for a fee, for rent, free of charge. These include own dwellings, rented rooms in family homes, dwellings rented from individuals or agencies, accommodation provided free of charge by relatives or acquaintances, as well as dwellings (apartments, cottages, mansions) that are rented alternately by members of the household (time- cher - joint ownership, long-term rental of club accommodation facilities with the right to use them for a certain time.

Today, the hospitality industry is the most powerful economic system of a region or a tourist center and an important component of the tourism economy.

International hotel chains play an important role in the development of the hospitality industry and in maintaining high standards of service.

A hotel chain is an association of several hotel complexes to develop a single policy and general terms of agreements with wholesale tour operators.

Currently, the following foreign companies are represented in Russia: Basically, all hotels are located in such cities as: Moscow, St. Petersburg, Sochi ... Some of them are in Yekaterinburg, Novgorod. 4-5* level hotels,
Marco Polo Hotels and Resorts (Austria).
"Dusit Thani / Kempinski" (Thailand).
Carlson / Radisson / SAS (USA).
Inter-Continental Hotels (Great Britain).
Hyatt (USA).

Introduction

The classification of hotels is the determination of the compliance of a particular hotel and rooms with criteria or standards of service.

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

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

Basic concepts of the hotel industry.

The hospitality industry is a collection of enterprises that provide various services for the reception and service of 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 activity in Russia is understood as the activity of legal entities and individuals (individual entrepreneurs) who have or are vested in the established manner with property rights to any collective accommodation facility (with a capacity of at least 10 beds) under its direct disposal and management 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 booking 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.

The composition of collective accommodation facilities includes hotels and similar accommodation facilities, specialized establishments, other collective establishments. WTO definition of a 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 least - making beds, cleaning rooms and bathrooms) and grouped into classes and categories in accordance with the services provided and room equipment.

From this definition, you can derive the main features of the hotel:

* availability of numbers, and their number must be at least the minimum established by law (for Russia - 10);

* subordination of all rooms to a single management:

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

making beds, cleaning bathrooms, additional services);

* compliance with a certain class or category.

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

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

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

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

Accommodation is one of the most important elements of tourism. There are accommodations (overnight stays) - No tourism. The hotel industry is the essence of the hospitality system. It comes from the most ancient traditions, characteristic of almost any social formation in the history of mankind - respect for the guest, the festivity of his reception and service.

The first manifestations of the development of the hotel industry should be sought in the period of the emergence of tourism as such.

For example, ancient times, from which the information that has come down to us about places to accommodate visitors in connection with trade, pilgrimage, and treatment. In ancient Greece, a big push in this area was the Olympic Games, which attracted participants and spectators from all over the country, who needed to be provided with a place to live or shelter. The first forerunners of modern hotels were rooms, and sometimes entire houses, which were in monasteries, religious centers, or places of pilgrimage for missionaries and other travelers.

During the Middle Ages, houses at monasteries to provide shelter for travelers with free meals were called "xenodokbeious" (from the Greek "resting place"). However, over time, such places gave profit and developed into business activities, which had already begun to take shape in the 13th century. ad. As evidence of this formation, the Association of Innkeepers arose in 1282 in Florence (Italy). The Association was engaged in the licensing of such institutions. Membership in such associations spread throughout Italy and other countries.

With the rise in living standards of the population in the following centuries, the level of service increased. The reason for this was the tourism of the elite segments of the population.

In the XVIII century. "coffee parlors", i.e. cafes, opened at inns.

Modest boarding houses and "guest rooms", in the houses of the clergy or monasteries, replaced the first hotels. One of them in Europe is the Henry IV Hotel, built in Nantes. 1788 The hotel was designed for 60 guests, in those days it was considered one of the best on the continent. Subsequently, in 1801 p., In Germany, opened a first-class hotel "Badische Hof" in Baden-Baden, and in Central Switzerland in 1812 the hotel "Rigi-Clesterli". During this period of the formation of tourism, luxurious hotels were built before, which served representatives of the aristocratic strata of the population, the nobility, and senior officers.

In the second half of the XIX century. The hotel business developed extremely rapidly, because the first travel agencies were added to the hotel enterprises, the task of which was to organize tourist trips and sell them to the consumer. And hence the new requirements of tourists for living conditions, which prompted the owners to provide more and more new services, up to the construction of luxury apartments with a high level of comfort. Subsequently, this development led to the creation of the so-called hotel chains.

Tourist accommodation establishments. Hotel types

Tourist accommodation establishments are any facilities where tourists are provided occasionally or regularly with a place to spend the night.

Tourist accommodation establishments include: hotels, motels, campsites, hotels, tourist bases, boarding houses, rotels, flotels, bungalows and others. 3 & international recommendations (WTO), accommodation establishments are divided into four groups:

Hotels and similar accommodation establishments;

Commercial and social accommodation establishments;

Specialized accommodation establishments;

Private tourist accommodation establishments;

Hotels and hotels are the main accommodation establishments, and all the rest are additional.

Main accommodation establishments

Hotels are the most common stationary type of tourist accommodation. they are characterized by a high level of material and technical base and service.

Hotels are institutions that have at least 10 rooms, of which no more than 20% of overnight accommodations can be in rooms larger than double rooms (a hotel institution is understood as an object in which hotel services are provided, i.e. temporary rent of rooms or places in those rooms, or the provision of services related to rent.

In the literature on tourism, different types of hotels are distinguished:

Tourist hotel is a special type of hotel,

Botocamping is a recreational establishment of a seasonal type with facilities and facilities. Maintenance of floating facilities. It is located at intermediate points of linear water tourist routes. Capacity 50-200 seats.

Motocamp is a tourist organization of a combined type, as a motel operating during the year and a camping site operating in the summer.

Specialized accommodation establishments

These include hotel establishments, which accommodate mainly those who are engaged in qualified active types of tourism, such as water, horseback, air, autotourism, etc.

Rotel is a tourism establishment designed for summer vacations of autotourists who travel by cars with trailers.

Botel - a recreational institution designed for year-round operation, like a camp site, located on the banks of a river or other body of water with facilities for the maintenance of boats. In the water system tourist routes- these are the initial, final or intermediate points, with a large number of excursion objects, where a long stay of tourists is necessary. Botels serve as centers of radial water routes. In the cold season, they are used as hotels, fishermen's houses, sports bases, etc. Capacity - 100-200 seats.

Flotel (floating hotel, hotel on the water) is a recreational establishment of a seasonal type, it operates completely afloat, with the location of sleeping and public premises on landing stages or obsolete motor ships. Capacity - 200-300 seats. Landing stages can be blocked, forming a harbor for pleasure craft. The floatel is designed to move along the route with a stop for 1-3 day rest in picturesque places. Floats can be moored on the shore of a lake or reservoir for the period of navigation and be a stronghold of radial water routes. Unlike botels, tourists are provided with a wide range of services for water recreation in the flotel: water skiing, fishing equipment, etc. They are widespread in the USA, Spain, and Switzerland.

Shelters - institutions that have at least 10 overnight accommodations located at an intermediate point of linear or circular tourist routes and provide hotel services primarily to persons who are engaged in qualified tourism.

Private accommodation establishments are houses or rooms in private premises that are provided by the owners during the tourist season for tourists to relax; in cities that experience a shortage of accommodation facilities, some private apartments are used all year round.

In all tourist accommodation establishments, the following four main groups of services are provided:

accommodation;

Nutrition;

Collective tourist accommodation establishments include hotels and similar establishments, specialized establishments, other collective tourist accommodation facilities.

Where individual accommodation facilities own their own housing - apartments, mansions, cottages that are used by resident visitors, rooms rented from individuals or agencies, rooms are provided free of charge by relatives and friends.

Specialized accommodation establishments are also designed to serve tourists. They don't have numbers. Here, the initial unit can be a dwelling, a collective bedroom, a playground. In addition to providing tourists with a place to stay overnight, institutions can carry out other activities. Examples of such specialized establishments are health establishments (health resorts, resorts, sanatoriums), camps, accommodation facilities in public transport (trains, sea and river vessels) and others. Here, the function of providing a place to sleep is not the main one.

In other collective accommodation facilities are primarily housing intended for recreation. Examples of this group of accommodation facilities are apartment type hotels, house complexes or bungalows. These premises have a single control. they are rented for payment, for rent, free of charge, by a person (persons) or an organization. For example, the Irish Tourist Board suggests such an organization of a holiday home complex. A complex of at least nine "five buildings, one of which is an office. The houses have separate entrances, in good operational condition. Each house has rooms for sleeping, dining, relaxing, a warehouse, a bathroom and a toilet with appropriate equipment. Provision is made for the use of space in front Each accommodation establishment prepares and cleans for each new client.

The composition of other collective accommodation facilities includes objects (with a single management) on camping sites, in bays for small ships.

The client is provided with accommodation and a number of services: information, trade, entertainment, etc. Student dormitories, rest homes for the elderly and similar objects of social importance should also be considered other collective accommodation institutions.

In the classification according to the mode of operation, hotels are distinguished around the clock, seasonal, mixed operation. And in terms of location - hotels in the city and hotels on the water.

Hotels are also distinguished by the number of beds. In American and Ukrainian practice, they adhere to this

typologies of hotels by capacity: less than 100 beds - small hotels, from 100 to 500 - medium, more than 500 - large.

According to the level of comfort in international practice, hotels differ by stars.

Hotel classification systems

In the classification of hotels in different countries, s different systems are used, which today are more than thirty. The introduction of a unified classification of hotels in the world is hindered by a number of factors related to the cultural and historical development of states engaged in tourism activities, their national differences, features in the criteria for assessing the quality of service, and others.

The most common hotel classifications are:

The system of stars (from * to ****)) w0 is used in France, Australia, Hungary, Egypt, China, Ukraine, Russia and other countries participating in international tourist exchange;

Letter system used in Greece (A, B, C, D)

The system of "crowns" characteristic of Great Britain;

The system of ranks and others.

With all the variety of approaches to the hotel classification system at the present stage, they can be combined into two main groups: the "European type", which is based on the French national system and the scoring based on the Indian national system.

The French national system provides for the division of hotels into five categories: "1 star", "2", "C", "4" and "4 star-Lux" ("5 stars").

Table 3 presents the minimum requirements for hotels according to the French (European) national classification system.

As can be seen from the table, the size of the hotel has almost no effect on the Category. The main criterion for assessing the category of a hotel, according to the French classification, is the comfort and range of services offered.

Minimum requirements for hotels according to the French classification system

Options	One.	1 star	2 stars.	3 stars	4 stars	5 stars
Quantity rooms	Odes	Not	Not	Not
hall area	m2	9	ZO	ZO	ZO	150
Minimum single numbers		8	8	9	10	10
double numbers		9	9	10	12	14
Quantity apartments	%				_	5
Rooms with spa	%	-	ZO	70	90	100
Rooms 3 TV	%			100	100	100
Garage	"+, -	-	-	+	+	+
Restaurant		+	+	4 "	+	+
Feeding the root in the room				+	+	+
Air conditioning in the room		+	+	+	+	+
Knowledge of foreign languages by the reception service	quantity	1	1	2	2	3

Requirements for the premises of hotels of all categories

The hotel should have convenient access routes with appropriate road signs, a hard surface area for temporary parking of guests' vehicles, a sign with the name of the institution and specified category if there is a separate entrance to the restaurant - a sign with its name;

The hotel must be located in favorable environmental conditions;

The hotel must guarantee the safety of life, health and personal property;

The hotel should be equipped with engineering systems and a variety of equipment.

Hotel buildings are divided into main and additional. The main ones include buildings for living, food and service points, sports complexes and others.

Ds ^ additional include boiler rooms, laundries, storage rooms, garages and others.

The hotel complex also includes such facilities: substations, pumping stations, artesian wells, reservoirs, sewers and other utilities.

The premises of the hotel are divided into residential, office, service and auxiliary.

Living quarters include: rooms, goals, living room, recreation areas, corridors. In office premises - those premises where administrative services are located.

Service premises are:

Communication services;

Cinema hall;

Salon;

Dry cleaning;

Conference hall;

Restaurant, cafe, bar, canteen;

Trade enterprises;

Premises for sports, medical, healing services;

Tourist office.

Auxiliary premises:

washing;

rooms for linen and ironing;

Repair shops, etc..

The room for a business client should be of an enlarged "office" class with maximum sound insulation, with the ability to receive business partners in the room.

Specific requirements are set for the equipment of rooms for guests with children, family clients, disabled people, tourists with animals, etc.

In a resort hotel, a bed is usually provided both in the room and in the loggia.

Some hotels provide rooms that can be transformed depending on the conditions with sliding partitions (double room).

According to the functional purpose, the following premises are distinguished in the hotel:

Groups of premises of the vestibule;

residential part;

Room for catering guests;

Premises for commercial and consumer services;

Entertainment space;

Premises for sports;

Service premises;

Domestic premises

Technical buildings.

The lobby group is one of the most important parts of the hotel, as it is where guests are welcomed and treated.

In restaurants, bars, cafes and other food establishments, people passing near food can have fun and socialize.

A large number of premises for entertainment purposes - concert halls, banquet halls, dance halls. Sports facilities are represented by a swimming pool, gyms, bowling, etc. Business meeting rooms are conference rooms for business and banking operations, exhibition halls.

In the group of premises for commercial and consumer services, they provide services to customers: trading enterprises, a hairdresser's, dry cleaning, photography, an atelier, etc.

Office and amenity premises of the hotel provide working conditions, living conditions, meals for staff.

In the technical rooms there are services that control the operation of air conditioning equipment, centralized cleaning, communications, alarms and other hotel life support systems.

The functional area of the hotel is the territory near the hotel building. It provides isolation of clients and hotel staff from the external environment (noise, gas pollution, etc.), accessibility for visitors.

Near the hotel provide a place for guests to relax, parking vehicles, parking. The use of underground space is also promising.

Hotel Services

The organizational structure of the hotel enterprise depends on the purpose of the hotel, its location, the specifics of visitors and other factors.

Main hotel services:

Room management service;

Administrative service;

Catering service;

commercial service;

Engineering (technical) services;

Auxiliary and additional services.

The room management service deals with issues related to booking rooms, receiving tourists arriving at the hotel, their registration and accommodation in rooms, as well as sending home or to the next point of the travel route after the end of the tour, provides room service for tourists, maintains the proper sanitary and hygienic condition of the rooms and the level of comfort in the living quarters, provides personal services to guests.

The administrative service is responsible for organizing the management of all services of the hotel complex, solves financial and personnel issues, creates and maintains proper working conditions for hotel staff, monitors compliance with established norms and rules for labor protection, safety, fire and environmental safety.

The catering service provides service to hotel guests, restaurants, cafes or bars of the hotel, organizes and serves banquets, presentations.

The commercial service is engaged in operational and strategic planning, analyzes the results of economic and financial activities.

Engineering (technical) services create conditions for the functioning of air conditioning and heat supply systems, sanitary equipment, electrical equipment, repair and construction services, television and communication systems.

Auxiliary services ensure the operation of the hotel complex, providing laundry services, linen services, cleaning services, warehouse services, etc.

Additional services provide paid services, such as a hairdresser, swimming pool, sauna, solarium, sports facilities and other units. .

Hotel service requirements

Requirements for hotel staff can be divided into the following groups:

Qualification (for all hotel categories)

All service staff must be forgiving of job training. The degree of training should correspond to the level of the services they provide. One employee should be well trained in ensuring the safety of residents in the hotel, the other in safety in the field of catering.

Knowledge of foreign language

In hotels of the category one star (*), it is enough for employees of reception and accommodation services to know one foreign language, as well as in hotels of the category two stars (**). In hotels of three stars (***) categories, all staff must know at least two languages, for four stars (****) also, but at the highest level. And in five-star (****) hotels, all employees who have contact with the staff must know three foreign languages.

Behavior

The staff of all categories of hotels should be able to create an atmosphere of hospitality at the enterprise, be ready to conscientiously fulfill the requests of residents, be attentive, polite, tolerant, and patient.

Medical Requirements

A uniform

The staff of all categories of hotels that are in contact with residents must wear a uniform with an identifier (a badge that indicates the position, name and surname). The form must be clean and tidy.

Today, the hotel industry is the most powerful economic system of a region or a tourist center and an important part of the tourism economy.

Federal Agency for Education

Sochi State University of Tourism and Resort Business

Gelendzhik branch

ABSTRACT

BY DISCIPLINE: Equipment and technologies of the recreational sphere

on the topic: Hotel industry

Completed:

1st year student of OZFO

Voloshchuk N. P.

Checked:

Yudina T. A.

Gelendzhik 2009

hotel service restaurant

Introduction

Chapter I. Concepts of hotels and hospitality

1.1 Significance of hotels

1.2 Travel and hotels

1.3 Location of hotels

1.4 Types of hotels

Chapter 2

2.1 Rooms and seats

2.2 Sales of rooms

2.3 Post and other services for guests

2.4 Unified services

2.5 Hospitality management

2.6 Hotel restaurants

2.7 Hotel rooms

List of used literature

Chapter I. Concepts of hotels and hospitality

1.1 Significance of hotels

Most of us live at home most of the year. Although we may go to work, shop, 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 are staying away from home more and more throughout the year, whether on business, vacation or other reasons. Many stay in hotels.

If you walk around the city, you can see shops, offices, workshops, restaurants and many other places related to work, entertainment and recreation. 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 may be locals 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 services are intended mainly for them. One of these objects, invariably owing its origin to visitors, - This is a hotel. To a greater or lesser extent, hotel restaurants, bars and other services can also be used by the local population, but the main function of the hotel is to provide people who are away with accommodation and 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. The purpose of other facilities that provide accommodation, food and drink for people outside the home, such as hospitals, boarding schools or hostels, is still directed to other purposes, whether it is 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 a rental basis, but it is more difficult between hotels, boarding houses and other similar establishments, 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 providing lodging and meals for a fee to tourists and residents, and usually meals, snacks and other services to other customers.

In most countries, hotels play an important role, providing opportunities for business meetings, meetings and conferences, as well as for recreation and entertainment. In this sense, hotels are as essential to the economy and society as are 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 is the material well-being of the nation and society.

In many regions, hotels are place to attract visitors who realize their purchasing power in them and tend to spend more money in doing so than when they are at home. Due to the fact that 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 reallocation of the funds of visitors to other recipients of funds in the area. In areas visited by foreigners, hotels are often important sources of obtaining foreign currency and thus can make a significant contribution to their countries' balance of payments. In countries with limited export opportunities, hotels can be one of the few sources of foreign exchange.

Hotels also play an important role attraction of labor force, providing thousands of jobs in many professions that form entire hotel industries in most countries. In addition, people running their own businesses and owning small hotels are employed in this industry. 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 construction and modernization of hotels, the field of activity of the construction industry and related industries is provided. 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 companies. In addition to generating direct employment for their employees, hotels generate significant indirect employment for those in the supply industries.

Last but not least, hotels are an important 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. Approximately to the middleXIXV. most trips were undertaken by people traveling primarily within their own country, leaving home for business or professional reasons. Travel at that time was comparatively small in volume and covered 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 provided sufficient accommodation.

Between about 1850 and 1950. there is an increasing number of travelers leaving home for reasons other than business, and holidays have gradually become an important reason for travel. For about 100 years, railroads and steamboats were the predominant means of passenger transportation, and new means of transport 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 did not occur until the 19th century, when the first railways and later steamships that had appeared by this time created markets large enough to allow the emergence of larger hotels. During this period, hotels prevailed in the hotel business market for accommodating and staying customers, along with boarding houses and boarding houses.

Around the middleXXV. 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 role of cars as the main means of passenger transport, the main transportation has returned to the roads. Almost simultaneously with this, air travel began to have an undeniable advantage over railroads and maritime transport, as the main means of transporting passengers over long distances. On many routes, holiday trips have reached the level of other modes of transport and often significantly exceed them. Travel away from home is constantly growing and becoming international. Hotels have come into competition with other forms of lodging - camp sites (vacation centers) and out-of-town recreation centers intended for vacationers in Europe, as well as motels in North America and various self-service 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 place of their sale, and they are produced there. Therefore, hotel services should be provided where there is demand, and the market is the dominant factor influencing the location of the hotel. The location is part of the hotel's products. 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 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 a similar type were located along the roads and at the final destinations, serving transit and final traffic. Rapid expansion in the 19th century railways predetermined the emergence of railway hotels. In the XX century. road transport created a new demand for overnight accommodations along the highway, and the modern motel and caravan was the answer. A similar but less pronounced impact has been made by passenger shipping, which has stimulated the development of hotels in ports, and more recently by air transport, which has led to a significant increase in hotels near airports and air terminals.

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

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

Different segments of the travel market have generated a characteristic demand for hotels and even a certain type of hotel. In hotels located in business and industrial centers, usually the highest occupancy occurs on weekends, and in resorts during the main holiday season. Their facilities and services reflect the needs of business and leisure travelers respectively. Between these well-defined segments are other cities and areas, such as busy shopping centers located nearby with historical or other objects of attraction for guests, for which you can draw another business scheme in addition to weekly or annual.

1.4 Types of hotels

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

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

"According to the actual position hotels in its location - it can be in the city center or on the outskirts, next to 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 the location).

In accordance with purpose of visit and the main reason for staying guests - there are business hotels, holiday hotels, hotels for meetings (congresses), tourist hotels.

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

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

The presence or absence of the hotel licenses for the sale of alcoholic beverages is an important aspect in the range of hotel services available, and the distinction between licensed and unlicensed hotels lies therefore in the substance of the description of the hotel in most countries.

A universal rule on how hotels should be described in accordance with size, does not exist, but on the basis of 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 an intermediate number between these two types, in accordance with the division structure in the hotel industry of a particular country.

Whatever the criteria used in hotel guides and classification and tier systems, in practice it is generally considered necessary in many countries to divide into at least four or five grades or tiers in order to adequately characterize differences in hotel standards and enable customers to orient yourself in them. The opposing positions in the form of standards of first-class and basic service hotels, which are sometimes rated five stars and one star respectively, are not difficult; an intermediate position on any such scale denotes an average level without any special pretensions or merit. 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: ownership and management. Independent hotels owned by individuals, which may be managed either by the owner himself or by a manager who receives a salary, 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 manage its hotels or outsource management under a franchise agreement.

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

Terminus Hotel is a mid-sized, economy class, city center, unlicensed hotel owned and operated by a small company, catering mainly to tourists visiting the historic part of the city and its surroundings.

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

The Crossroads Hotel is a small, licensed, high-standard, car-in-transit, franchise-operated hotel on the outskirts of town, catering primarily to business and leisure travellers.

Chapter 2

2.1 Rooms and seats

The main function of the hotel is to provide lodging for people who are away from home, and sleeping accommodations are the most characteristic products of the 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 lucrative source of hotel revenue, generating the highest levels of profit and contributing the bulk of hotel operating income.

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

The three main components of the accommodation function are available in most hotels and are usually organizationally related 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 can work in each of them and have big circle responsibilities; as the size of the hotel increases, 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 slightly different approach than a resort hotel where guests are accommodated for longer stays, such as one or two weeks. There is also a relationship between prices, the range and quality of the Amenities and Services provided, and the way they are organized.

2.2 Sales of rooms

A significant proportion 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 phone, fax or e-mail, by letter, through a travel agent and increasingly through central booking systems. Hotel booking creates a variety of contractual relationships between the hotel and its guests that begin at the time each booking is made and continue until guests check out or until final settlement of bills after their stay. Advance booking is a liability on the part of the hotel, both legally and business-wise, and a need for a system that makes it possible to turn room reservations into room revenue.

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

Most hotels provision of rooms for pre-booked accommodation is carried out before the arrival of guests, and only for guests who register without pre-booking, rooms are provided upon arrival, but in some hotels this only happens when guests have already arrived. Check-in and provision of a room is then the starting point for guests to stay and the signal to open their accounts, as well as to notify the general services staff, the hospitality department, telephone operators and other services of new arrivals.

Some master records document the sale of the number:

form or booking card in a standard form contain the details of each order, are the top sheet on any documents related to it, and provide quick receipt, information for each individual case;

V reservation and daily arrival logs register all bookings by the date of arrival and show all arrivals for a particular day so that they can be captured at a glance;

reservation schedule provides a record of bookings over a period and shows the rooms booked 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 are provided on all arriving and departing guests;

2.3 Post and other services for guests

A combined key and mail rack is a standard feature in most hotel reception areas; it reflects two of the usual responsibilities 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 for arriving and already staying guests; 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 about the occupancy of the rooms and the location of the guests.

Mail for guests may be received before, during and after their stay at the hotel and may be regular or registered mail, package and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. Mail received before guests arrive should be handed over to them at check-in; mail arriving after the guest has left the hotel should be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety is important for registered mail, integrity for parcels; each type of mail requires its own standard procedures. But the key and mail counter is the central check-in point; here the guest receives mail when he takes the room key; here the employee of the reception desk receives information about parcels or Treasury mail, which are stored somewhere else.

Three main tools therefore, are interrelated and complementary in the provision of keys, mail and other services to guests:

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

on reception desk or room status shows who occupies a particular number;

key and mail rack indicates whether the guest is in the hotel and whether there is mail for this person.

In many hotels, the reception desk or a separate part of it also serves as source of information for guests-- hotel facilities and services, locality, transportation, etc. In other hotels, keys, mail, and information are provided to guests by the general services staff, and there are usually justified reasons for one or the other way of organizing. But who does what and to whom the guest can turn should be explained to the guest according to his needs and requirements rather than the structure of the hotel organization, especially in larger hotels. Announcements such as "Reception" and "Hall Receptionist" in different hotels have different connotations and are not necessarily self-evident even to experienced hotel guests. Counters and sections of the entrance hall of the hotel with clear signs "Registration", "Keys", "Mail", "Information", "Guest Accounts", etc. more informative for guests.

2.4 Unified services

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

Arrival and departure service -- the most unified services. Meeting and greeting arriving guests, their luggage and car parking are the first duties from parking and guest entrance to the hotel to the room. When leaving the hotel, guests, their luggage and organization of departure are again the main duties of hotel employees. In a hotel that leaves a hundred guests in the morning, and then about the same number arrives 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 arranges for several dozen taxis . Guests, their luggage and cars therefore play a big role in providing a unified service.

During a guest's stay, shared services staff are often the primary source of information about the hotel and locality and the main organizer for guests of such activities as visiting theaters, organizing excursions and tours, renting cars and other services. The reception desk or the information window in the reception area then become the information centers of the hotel, helping guests to 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 relay messages, lift attendants and cloakroom attendants. In many hotels, general services staff are employees who are on duty at night and, especially in small hotels, perform the full range of hotel services provided by other services during the day: receive and check in late arrivals, provide snacks, work on a hotel switchboard , organize calls early in the morning, as well as clean common areas and ensure the security of the hotel.

The provision of unified services varies greatly in hotels of different sizes, types and standards, and there is a tendency for all these factors, as well as established procedures, to influence their organization. As mentioned earlier, guests can receive information at the reception desk, or as part of a unified service, or both. The cleanliness of common areas may be the responsibility of the 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 can also vary. These differences are logical as they reflect the specific needs of the guests and the specific circumstances of each hotel, and these differences must be understood by staff and explained to guests when they are affected.

2.5 Hospitality management

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

Usually, hotel guests spend at least the chatter of their time in their room. The design, layout, décor, furniture and decoration of the hotel rooms are the basis for customer satisfaction, and this largely depends on the housekeeping department. Cleanliness and order, the linen and accessories of the rooms and the smooth functioning of the room are the main things that the attention of the department is directed to. Housekeeping duties may include other guest services such as early morning tea, guest laundry, babysitting, and other personal services. The housekeeping master record consists of a list of new arrivals and departures and notices received from the front desk and its own room status report, along with individual 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 guests staying in it and, as a rule, 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 meet the needs of most small hotels with limited non-resident markets. In such restaurants, therefore, there is a tendency to offer exactly table d "hote - a common dining table or a combination of table d'hote and la carte menus (portioned), food during lunch and dinner is served by a waiter, drinks are usually provided with food; as a rule, in res-T0rane there is a semi-official atmosphere.

When the market is large enough, there is a need to distinguish, firstly, those who want a full meal (breakfast, dinner) and who have enough time for this, and those who need a light lunch (breakfast, dinner) and snacks and whom time is limited, and perhaps also means. This distinction can be made by a combination of table and counter service in the same room or in two different rooms - in a restaurant with an extensive menu, which is open in certain time, and a cafe with a limited menu, which is open almost constantly. These two establishments offer a differentiated selection of products for different people. Such a need can be met by serving a limited range of food at the bar, which serves as an addition to full range dishes served in the restaurant.

Further differentiation may occur in a large hotel with several restaurants offering different menus, services and atmospheres. One or more specialty restaurants, including perhaps an ethnic restaurant, a business restaurant, a casual dining restaurant, and an entertainment restaurant, may represent a complete list of catering 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 appear as a set of services, among which he makes a choice in accordance with his desire and, possibly, with the circumstances it is in at that time.For a hotel, individual restaurants are more or less differentiated products designed to meet the special needs of customers and, therefore, they are complementary in the overall function of the hotel's food service.The range of customer choice and product differentiation of the hotel is expressed in the food, service, environment and atmosphere of each restaurant, in their availability at a particular time and prices in each of them.

2.7 Hotel rooms

In ch. 1, the function of the hotel for accommodation is described in relation to the reception desk (reception), 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 chiefs;

Reception and Unified Services are grouped together as an Entrance Lobby Service under the Assistant Manager, for whom this is the sole or primary responsibility;

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

The first approach provides for a direct line of responsibility and authority between each department head and the hotel manager and hence close contact between the two levels of management; however, this increases the rate of control of the Hotel Manager, and he is required to coordinate the work of individual departments. Four other approaches have been developed to reduce the controllability of the hotel manager to ensure coordination of interrelated activities at the intermediate level, but they increase the number of levels through which management personnel must manage and reduce the number of direct contacts between the hotel manager and the departments in question.

In connection with hotel rooms, several types of work have been described that can be organized differently in large hotels. In most hotels, advance reservations are an integral part of the receptionist's work, and the same employees take care of reservations and other duties. But advance reservations can be handled by another receptionist or a separate department to enable employees to focus on the tasks inherent in the receptionist, and not occupy their time and attention with distracting requirements from the main work. Sometimes all advance reservations are concentrated in the sales department, whose responsibility is to maximize the occupancy of the hotel.

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

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

List of used literature

1) Krutik A. B. Economy and entrepreneurship in socio-cultural service and tourism. M.: Publishing Center "Academy", 2007 - 224 p.

2) Zamedlina E.A., Kozyreva O.N. Industry Economics: Tourism: Textbook. - M.: INFRA-M, 2007. - 205 p.

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

4) Chudnovsky A. D. Management of the tourism industry: tutorial. - 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) / [transl. from English. A. V. Pavlov]. - M.: UNITI-DANA, 2005. - 239 p.

1. Basic concepts of the hotel industry.