History of the creation and development of the hotel. The history of hotels. Hotels from ancient times to the present day

The first hotels (caravanserais), like the profession itself of serving traveling people, arose in the distant past, more than 2 thousand years BC, in ancient Eastern civilization. Since the times of Ancient Greece and especially Ancient Rome, taverns and hospiteums have developed - these are the ancestors of hotels intended for traveling merchants and artists, pilgrims and wanderers.

Over the centuries, the appearance of the ancient hotel has not changed. It consisted mainly of a horse enclosure and a two-story building with a tavern on the ground floor and bedrooms on the second. Then, open and indoor galleries began to be added to this complex of basic services for travelers, where theatrical performances were held (English inns). There is no doubt that even then there was a practice of providing travelers with other domestic services by the owners of these establishments, members of their families, servants and small artisans. Such hotels were already the founders of tourist complexes at the qualitative and quantitative levels of service provision corresponding to those times.

In the early Middle Ages, travel became dangerous and, naturally, the “hotel business” was curtailed. During this period, the bulk of travelers were in the direction that is now called religious tourism: from all over the then world, pilgrims headed to the Holy Places. Pilgrims received accommodation and food in monasteries, usually free of charge (for 2 days), although donations were strongly welcomed. In modern parlance, medieval monasteries constituted the first “hotel chain.”

When the era of the Crusades began, which lasted almost 200 years, the number of travelers to Jerusalem increased greatly, which led to the emergence of a professional hotel business, first in northern Italy and then in other countries.

The next notable period in the development of the hotel industry is associated with the establishment in Europe of a regular postal and horse-drawn transport network. Along the postal routes there were businesses that were similar to modern motels. Their living conditions were quite spartan. In the rules of residence that have survived to this day, it was forbidden, for example, to sleep in shoes and for more than five guests in the same bed.

Unlike modern motels, European roadside hotels simultaneously served as entertainment centers for local residents, where they spent time indulging in various gambling games (darts, dominoes, billiards, cockfighting).

The word “hotel” originated in the 18th century. and comes from the Latin root of the ancient Roman hospitaeums. Initially, a hotel was an apartment building in which apartments were rented out for a month, a week, or even a day. The term was also used in this meaning in France. In the 16th century, having “crossed” the English Channel, it acquired the meaning that it still has today. Soon this term spread widely in America - most taverns were quickly renamed hotels, which, according to the owners, gave them European (French) chic.

As for the development of technical equipment of hotels, the birthplace of most innovations is the United States of America. The need for hotels in this country has always been very great due to the continuous flow of immigrants who needed temporary accommodation. This continuous demand has contributed to the rapid development of hotels.

The second reason for the rapid development of the hotel business in the United States was that, unlike European countries, it did not have aristocratic palaces where balls and other “social events” could be held. Hotels became the venue for these events. A hall was specially built for this purpose. The tradition of dancing in hotel rooms continued in US cities until the 50s. XX century The hotel business in the United States has long been one of the most popular. Suffice it to say that US Presidents George Washington and A. Lincoln were tavern owners.

Modern single and double rooms with a lock on the door and a washbasin (with hotel soap) appeared in the USA in 1829. In the middle of the 19th century. The first hotel with central heating was already operating in the country. The world's first elevator and in-room bathtub were also installed in American hotels. The modern set of hotel room equipment was formed at the beginning of the 20th century. the famous hotelier Statler. By the way, the world's first 6-story skyscraper is also an American hotel.

At this time in Europe, a significant contribution to the development of the hotel business was made by the Swiss Caesar Ritz, whose name is still borne by one of the most famous and expensive European hotel chains, although Ritz himself was only a hired manager all his life and did not own a single hotel. One of the most famous innovations of the Ritz is the appearance of an orchestra in the restaurant. During Ritz's time, the orchestra played Strauss's music. Music in a restaurant lengthened the meal process and increased revenue from drinks. The Swiss Ritz and the American Statler were fanatics of the hotel business. They paid attention to the most seemingly insignificant details. So the Ritz spent a long time experimenting with lighting in the hotel restaurant, trying to make the jewelry on the ladies “play” (he used his wife as a mannequin). And Statler timed the time the bathtub was filled with water and the time the toilet was flushed. Another favorite trick of his was to lie in the bathtub and observe the view of the bathroom: if there were any stains on the ceiling or any ugly, unaesthetic plumbing parts that would not be evident to the person examining the bathroom from the entrance.

Thanks to Statler, a large mirror, light bulbs above the bed, a switch next to the door, a telephone, and stationery appeared in the hotel room. He also introduced a uniform for hotel staff and proposed, during the construction of hotels, to place rooms in pairs, symmetrically relative to the vertical plumbing pipes common to these two rooms, which resulted in significant savings in construction costs. Statler is also the author of the slogan “The customer is always right,” which still serves as the basis for the “scientific” approach to service.

The activities of Statler and Ritz contributed to the fact that visiting high-class hotels by “high” society became fashionable. For example, Ritz's work as manager of the Savoy Hotel in London changed the habits of the English aristocracy: instead of dining in all-male clubs, British gentlemen began to dine with ladies in hotel restaurants.

At the end of the 19th - beginning of the 20th centuries. In large cities of Europe and America, luxury (five-star in modern terminology) hotels appeared, designed to satisfy the demand of new millionaires and old nobility, for whom travel had become a fashionable pastime. Several such hotels were built in Russia, for example, “Metropol” and “National” - in Moscow, “Europe” - in St. Petersburg. Until the end of the 18th century. The role of hotels in Russia was played by monastery farmsteads, herbergs (from the German name for an inn) and taverns. In 1821, the Supreme Court approved the Regulations defining the rules for the maintenance of hotels, restaurants, taverns, taverns and coffee houses.

In the 20s XX century One of the major innovations in the hotel business is the emergence of the motel as a fundamentally new type of hospitality enterprise, designed to provide overnight accommodation not only for the guest, but also for his car. The appearance of the motel was caused by the rapid motorization of America, which began with the assembly line assembly of the popular Ford Model T, recently recognized as the most famous car of the 20th century. However, motels became widespread in America and then in Europe only after the Second World War.

Currently, there are more than 300 thousand hotels (including motels) in the world. Their diversity cannot be described: there are one-story and 88-story hotels, floating and underwater, small (with several rooms) and large (with several thousand rooms), cheap (20 - 30 dollars per day) and expensive (several thousand dollars per day). day), noisy casino hotels and quiet secluded hotels for relaxation, etc. Recently, in the world, the increase in the number of hotel beds due to the construction of new hotels has outpaced the growth in demand for them. As a result, there is a steady downward trend in hotel occupancy rates.

In the 50s XX century the introduction of modern management methods in the hotel business began. Before this, it was believed that hotel management was so specific that it was developed back in the 20s. Scientific management methods are not applicable to hotels.

Global computerization has not left the hotel business aside: all more or less large hotels are equipped with computers that control and take into account all aspects of the activities of numerous hotel departments (room reservations, payments to clients, accounting, purchasing products, etc.)

In the post-war period, international hotel chains became widespread. The first international hotel chain, Hilton, owed its creation to the American air transport company Pan American. When flying to Latin American countries, the company discovered that they did not have the level of hotels that American businessmen were accustomed to. The idea arose to build hotels in these countries with the same level of services of the appropriate class. For example, the Hilton hotel in Argentina should not have differed in service from the Hilton hotel in New York. It is curious that most of the Hilton hotels were built with money from local entrepreneurs, and Pan Am provided only consulting and management services. Subsequently, the Hilton chain was repeatedly resold to various financial groups.

Joining a hotel chain gives a hotel significant advantages: the chain purchases various consumables in bulk for all its hotels, which results in cost savings; costs for engineering services, decorators, controllers, and advertising are distributed among all hotels in the chain; Significant advantages are provided by a unified reservation system. All this increases the efficiency of hotels.

Currently, there are dozens of international hotel chains operating in the world. Among them we can mention Holiday Inn, Choice, Best Western, Marriott, Hilton, Sheraton, Hyatt, etc.

It is interesting to note that most hotel chains currently prefer not so much to own the hotels included in the chain as owners, but to manage them on the basis of franchise agreements (see paragraph 2.6). The chains sell their hotels to local capital, reserving the right to manage them and control the quality of services provided.

Since tourism is now taking first place in the world among other economic sectors in terms of sales volume, the role of the hotel sector can hardly be overestimated.

Perhaps the most famous hotel in recent years is the Jumeirah Beach Hotel, built in Dubai, and especially its second building, the Arabian Tower, which stands right in the waters of the Persian Gulf and began welcoming guests in December 1999.

Externally, the “Arab Tower” looks like a blue and white sail developing in the waters of the bay. This is one of the tallest hotels in the world. Its height is 321 m. The internal contents of the “sail” are as unusual as its appearance. Rare natural materials were used to decorate the hotel's interiors. For example, the floors and walls are decorated with marble, specially brought from Brazil and Italy, bed linen is made from Irish linen, furniture is made from precious and rare wood, and the tapestries decorating the rooms are exclusively handmade. Interestingly, the main entrance to the “Arab Tower” is not located below, as usual, but on the roof, at an altitude of more than 200 m next to the helipad, where guests arrive. On the contrary, the main restaurant is located at the very bottom of the seabed in a huge glass dome. Thus, its visitors dine in the company of exotic fish, corals, algae and other representatives of the underwater world of the Persian Gulf. The lower lobby of the hotel is decorated in a similar way.

By the way, this solution is not an invention of the Arabs. So, in Australia there is an underwater hotel on the Great Barrier Reef, where the rooms are located below sea level and guests can admire the underwater landscapes right from their windows, and 100 meters from the island of Maui (Hawaii) there is a floating hotel, which can only be accessed by diving underwater with scuba gear.

Let's return to the "Arab Tower". On the roof of the “sail” there are two huge swimming pools, several tennis courts, and gardens. The hotel has 202 rooms ranging from 170 to 780 square meters. m and cost from 1800 to 18000 US dollars per day for a room with its own waterfall. Experts in the hotel business suggest that the Arabian Tower will be able to displace the Oriental Hotel in Bangkok, which has been considered the most luxurious hotel for almost 10 years.

Another hotel in the category of the most expensive in the world is the legendary Excelsior Hotel, built in Rome more than 100 years ago. This hotel has the world's largest hotel room with an area of ​​1100 square meters. m cost 10,000 US dollars. This suite has two bedrooms, six additional guest rooms, a study, a salon with a domed ceiling, a dining room, three covered terraces, a gym, a swimming pool, a sauna, a cinema room and even a wine cellar with the best French, Italian, Spanish and Californian wines. The room is accessible via a private elevator. The floor in the room is decorated with marble, and there are mosaics and frescoes on the walls.

The network of “capsule” hotels located in Japan is designed for completely different clients, where the services provided to guests are kept to a minimum and, therefore, offered at a minimal price. In such hotels, the area of ​​the hotel room is 1.2 m wide and 2.2 m long. The hotel is a long corridor, along which there are doors on both sides leading to tiny rooms equipped with a TV, alarm clock and air conditioning. A guest registered at such a hotel deposits his clothes, receiving in return pajamas and a tag with the number of the closet where his clothes are stored. The most expensive hotel in this class, located in the Japanese capital Tokyo, costs $40, which is less than the cost of an average taxi ride around the city. Thus, the main clients of “capsule” hotels are men (women are not allowed into these hotels) who missed the last bus or the last metro train. Interestingly, nowhere in the world except Japan have such hotels become popular.

To succeed in the increasingly competitive hotel market, hotel owners are looking for increasingly specific unoccupied market segments, tailoring their hotels to their needs.

The popularity of a healthy lifestyle among residents of developed countries, which are the main suppliers of tourists to the world market, has led to the emergence of a special category of hotels - environmentally friendly. One of these hotels, Mitzpe Hayamim, which translates as “Sea View,” is located in Israel. The idea of ​​​​building such a hotel belongs to the homeopathic doctor Eric Yaros, who bought a large plot of land and realized on it his dream of living in harmony with the surrounding nature. People who are tired of civilization come here to rest, relax and calm down. And everything in the hotel serves precisely this purpose.

There is no television, news, newspapers, the radio broadcasts only the singing of birds, the sound of the forest, water or music for meditation. Guests are treated with scents, floral ointments, healing baths, herbal cocktails, and herbs. All this is prepared from plants specially grown on the hotel premises. The hotel does not buy food; everything necessary is grown on its own farms without the use of chemicals. Fruits grow right on the hotel's alleys, and guests can eat them at any time. Water is also obtained from our own well. Hotel clients spend a lot of time in fitness rooms, swimming pools, solariums, saunas and, as a rule, during the entire stay on vacation they never leave the hotel premises.

Caring for nature is embodied in the concept of the Brazilian hotel “ArauJungleTower”. The hotel was built in the wilds of the Amazon on the treetops. Not a single tree was damaged during its construction. From room to room, to a restaurant or conference room, guests are transported via special suspended bridges, during which they can admire the untouched nature of South America - crocodiles, piranhas, electric stingrays, flying leeches, etc. The ArauJungleTower Hotel is a world-famous venue for various conferences on environmental issues. There is also a similar hotel in Kenya. It’s called “TreetopsHotel” (Treetops Hotel).

The desire of tourists, tired of civilization, for nature is fully embodied in the unusual concept of the Hana ITI hotel, located on Hua Hin Island. In this hotel, the guest can get as close to nature as possible, because he will have to live in one of 24 completely different bungalows located in tropical thickets, in such a way that the guest will not see any neighbors without a special desire for the entire stay. Communication with service personnel is also kept to a minimum. The guest will be disturbed only if he himself contacts the hotel employee by phone. At the same time, the room equipment meets the requirements of the most upscale hotel. The hotel offers its guests a full range of entertainment - restaurants, bars, water skiing, scooters, parachutes, but for this they are taken to the nearby bay. The cost of such a holiday without food and drinks is 600 US dollars per day.

It is difficult to list all the variety of hotels that exist in the world today. In Bolivia there is a hotel built from salt, and Sweden's IceHotel is rebuilt from ice every winter.

Men are not allowed into the Artemisia Hotel in Berlin (even the paintings decorating the walls of the rooms depict only women, these paintings were also painted by women, the service staff, of course, is staffed only by women).

In Blumau, Austria, the RognerBadBlumau hotel was recently built, the interiors of which do not have a single straight line - curved windows, convex floors, undulating corridors and walls painted in different colors.

At the Hyatt Hotel in Budapest, a real aircraft from the early 20th century is suspended in the atrium.

In France, there are classic Hautecouture hotels (“Marsay”, “Noise”, “La Haute Roche”), decorated in the style of Louis XIV, located in castles in which in the 15th - 16th centuries. lived the French kings and their entourage.

Recently, the so-called “new wave” hotels have become especially popular, embodying the fashionable concept of minimalism in their interiors. However, this does not mean cheap at all. The prices in these hotels are quite comparable, and often exceed the prices of classic Hautecouture hotels. The first hotel of the "new wave" "Blakes" was presented to guests in 1981 in London. The ultra-modern London Hempel Hotel became the standard of the new style. Behind the hotel's front door there is a small white hallway, completely empty, except for 81 white orchids in narrow terracotta vessels, and behind the next door a completely empty white hall awaits the guest, the size of which is comparable to the size of an Olympic swimming pool, and only visible somewhere in the distance a huge fireplace with bright flames. Many people describe the impression Hempel makes as a shock.

To attract customers, hotels show extraordinary ingenuity in all sorts of small details of service. For example, scented towels and a robe, afternoon tea at a communal table, or a hot bath prepared for a guest's arrival.

Thus, today, if desired, a tourist can go almost anywhere in the world and find a hotel that is most suitable for him in terms of price, purpose, style, design, etc.

Super hotels can provide the guest with the services of a personal servant who will look after the guest's wardrobe.

High-class hotels are required to provide special services to such categories of clients as the disabled, the blind, the elderly, children, etc.

A guest in a wheelchair must be able to access all areas of the hotel; for every 50-100 regular rooms there is one room specially adapted for a disabled person in a wheelchair: the wheelchair can enter the bathroom, which also has an internal telephone in case the disabled person needs help personnel.

Upscale hotels have developed special instructions for serving VIP clients (very important persons) and the slightly less important category C IP (commercially important clients). The first category includes presidents, ministers, high-ranking diplomats, celebrities from the world of show business, etc. The second category includes persons who may be useful for the hotel’s business (a member of the board of directors, an employee of the central office of the hotel chain to which they belong hotel, a manager of a large company, who can subsequently send his business travelers to the hotel for temporary accommodation, etc.). These two categories of clients require increased attention from the hotel staff: upon arrival they are met either by the general director or a special VIP manager, the registration procedure for them is extremely simplified - they fill out a guest card not at the counter, but already in their room, in the room before the guest's arrival flowers, fruits, drinks are served.

The main feature of VIP clients is their desire to avoid contact with the general public: they usually eat in their room; if they visit the pool, then only when there are no other guests there (the hotel administration should worry about this), a sign is displayed at the door of their room. additional security to prevent admirers and autograph hunters, etc. VIP and CIP clients bring a lot of additional trouble to the administration, but they always pay a higher price for the services provided.

The hotel business originated in the Middle Ages, when Moscow had just received the status of the Mother See, turning from the center of the Moscow Principality into a world-famous Russian trading city. The history of the hotel industry began with the so-called inns, which provided lodging and food to weary travelers. On church holidays, the capital was crowded with pilgrims arriving on pilgrimage. As a rule, they stayed at monastery farmsteads. Already in the 16th century, thanks to the rapid development of international trade, the predecessors of hotels appeared in a large trading center of Rus' - guest houses, where merchants were located.

However, Gostiny Dvors were first created in Veliky Novgorod, four centuries before their appearance in Moscow. The townspeople conducted lively trade with foreigners, so at the guest courtyards it was possible to trade, store goods and make deals, unlike inns, where they only rested. It is interesting that there were German, Greek, English and Armenian guest houses, that is, establishments were divided according to nationality. The building of Gostiny Dvor, erected by decree of Ivan the Terrible himself in 1574, has survived to this day. The building at Varvarka 3 was rebuilt several times, and in 1995 it underwent a major reconstruction.

In Rus' (Moscow was no exception) there was a set of rules regulating the activities of hotel establishments. The special code was called “Skra” and was compiled exclusively for guest houses. The provisions of the document contained norms governing table manners, internal regulations, payment for accommodation, and more. The same collection of rules established fire safety standards. Let us note that “skra” was a kind of predecessor of the modern “Rules for the provision of hotel services in Russia.”

The hotel business received its next leap in development in the era of Peter the Great and post-Petrine reforms. During this period, innovation led to increased international trade, which in turn led to the development of the hotel industry. And although at that time the status of the capital had already been given to St. Petersburg, Moscow retained the glory of a major trade center.

The first hotels in accordance with European standards opened in Moscow in the mid-18th century. Eleven paired hotels on two floors were built at the Prechistinsky, Sretensky, Nikitsky and Pokrovsky Gates, on the Boulevard Ring in the late 18th - early 19th centuries. The author of the project of buildings of the same type, one of which has survived to this day (on Pokrovka), was the famous architect Vasily Petrovich Stasov. Based on his designs, many administrative buildings were built in different cities, mainly in St. Petersburg.

In the 19th century, the previously mentioned monastery farmsteads, located in the center of Moscow, were converted into hotels. The number of hotels has increased significantly. In the second half of the 19th century, hotels were built, called farmsteads: “Chizhovskoye Compound”, “Kokorevskoye Compound”, “Trinity Compound” and “Starovavarinsky Compound”. By the middle of the century, the number of Moscow hotels increased to several dozen, whereas at the beginning of the century there were only 7 establishments. At the same time, furnished rooms for people with middle and low incomes began to appear. These were inexpensive hotels with boarding or half boarding.

According to data from 1910, 228 hotels and 77 inns were opened in Moscow. By the beginning of the 20th century, the largest Moscow hotel-type establishments were called “Boyarsky Dvor” (the building that has survived to this day houses the Presidential Administration), “Grand Hotel” (the building was destroyed in 1976 during the construction of the 2nd stage of the Moscow Hotel), “ Europe" (the building was demolished), "Novomoskovskaya" (today known as "Baltschug Kempinski"), "Slavic Bazaar" (closed after the Great October Revolution of 1917), "Leipzig" (today known as an office building).

Favorite places for foreign citizens were Savoy, National and Metropol. The restaurants at the Slavic Bazaar and Alpine Rose hotels were famous throughout the capital.

After 1917, hotel-type establishments were nationalized by the Soviet government, and many were closed. Some of them were transformed into Houses of Unions and Houses of Soviets, in which representatives of the new government lived. For example, the Soviet government was located in the National, in room 107 of which lived the great leader of the proletariat, Vladimir Lenin, and his comrade-in-arms, Nadezhda Krupskaya.

The first Soviet hotels appeared in the 20-30s. Their construction was carried out simultaneously with the reconstruction of the city, during which the appearance of China Town changed forever. For a long time, the largest hotel in the capital remained “Moscow”, built on the site of the Paraskeva Church. Here, in 1930, Okhotny Ryad with shopping places, taverns, hotels and churches was liquidated. In the middle of the century, the ranks of Moscow hotels were replenished by Altai, Zarya, Vostok, Zolotoy Kolos, Tourist, Ostankino, Yaroslavskaya, as well as the Leningradskaya and Ukraina hotels, whose high-rise buildings have become modern landmarks of the capital.

Subsequently, hotels were built outside the Boulevard Ring, namely on Leninsky Prospekt (Salut and Yuzhnaya), in Izmailovo (a complex of hotel-type establishments Izmailovo) and on Leningradsky Prospekt (Aeroflot). The reason was a simple lack of space, as the reconstruction of Moscow came to an end. Oddly enough, there were never any vacancies in the capital's hotels, which was reflected in the jokes of that time. The Intourist Hotel has established itself as an establishment where foreigners temporarily resided. It is not surprising that state security and control authorities and black marketeers showed increased attention to these hotels.

Perestroika affected the entire USSR, and it also affected the existing hotel industry. With the changes, the establishments turned into profitable businesses again, discarding the socialist principles of running a planned economy. Foreign investors came to the Moscow market and invested in the hotel chains Marriott, Radisson, Swissotel and others. Russian brands “Katerina-City” and “Heliopark” provided them with worthy competition. The symbols of a bygone era - the Metropol, Savoy and National - have given way to the five-star Moscow hotels Ararat Park Hyatt, Baltschug Kempinski and President Hotel - new symbols of luxury and comfort.

Currently, more and more mini-hotels are opening in the capital, but three-star hotels are still popular, attracting city guests and tourists due to the ratio of quality service and cost of living.

Today Moscow is the administrative center of Russia, so the city regularly welcomes participants in business meetings and events such as exhibitions, conferences, seminars and presentations. The development of the hotel business has been given the green light, and hotel services are distinguished by a certain business focus. Moscow hotels such as Iris Congress, Cosmos and Mezhdunarodnaya specialize in hosting business events, renting conference rooms equipped with the latest technology and a full range of additional services.

The statistics are inexorable: every year new hotel-type establishments appear in the capital of the Russian Federation. If in 2005 there were 170 of them, by the middle of 2006 - 180, then by the middle of the pre-crisis year of 2007 - 203. If it were not for the given data from 1910, the numbers looked impressive. But in Moscow there are still not enough hotels with affordable prices, since only expensive hotels and mini-hotels are being built.

Research data from BusinessTravelInternational has spread around the world, according to which Moscow is the most expensive place to stay in a hotel. The cost of Moscow numbers is an order of magnitude higher than in London, New York or Paris. According to another study, initiated by TriHospitality Consulting, it was revealed that the capital ranks third in the world in terms of profit per guest room. This statistic is causing concern for city officials. In April 2007, the “General Scheme for Hotel Accommodation in Moscow” was approved. According to this scheme, by 2010, 248 new hotels, mainly three-star ones, will appear in Moscow. Thanks to this expansion, the country's government expects about 180-200 thousand visitors by 2010.

HISTORY OF WORLD DEVELOPMENT AND CURRENT STATE OF THE HOTEL INDUSTRY

References to the first hospitality industry enterprises, which provided both accommodation and food services, can be found in manuscripts that scholars date back to the era of ancient Greece and ancient Rome (see Table I of Appendix I).

In Ancient Greece in the 1st millennium BC. taverns were an important element of social and religious life. Although taverns had facilities to accommodate travelers, they were primarily intended to provide food services. The development of trade and the long travel associated with it required the organization of not only food, but also overnight accommodation. This circumstance predetermined the emergence of another type of enterprise - inns 1.

The most extensive network of inns was created on the territory of the Roman Empire. Inns, especially on the main roads, were built by the Romans with skill and were quite comfortable for their time. After the fall of the Roman Empire, a new, qualitatively new era in the development of the hospitality industry began.

Later, Marco Polo said about them that “it’s not a shame for a king to stop here.” They were located approximately 25 miles from each other, so that government officials and messengers would not be too

Cm.: Fundamentals of the hospitality industry: textbook, manual. M.: Dashkov and Co., 2009 // .

got tired on the road, resting in each of them. They could be used only by showing a special government document, which indicated the special status of their bearers, and therefore such official papers were often stolen and forged. By the time Marco Polo set off on his journey to the Far East, there were about ten thousand such inns in the country.

During the early Middle Ages, religious institutions began to provide hospitality services for ordinary people, and the emphasis in service became different. In England, for example, inns were no longer aimed so much at travelers as at drinkers. If people did travel in those years, their travels were usually connected either with the royal court or with the church. Most travelers were missionaries, priests and pilgrims traveling to holy places. In this regard, inns, where people stopped for the night, began to be built closer to churches and monasteries. Living conditions remained quite primitive, with inns run by slaves in the service of priests and temple rectors.

During the Middle Ages, people began to travel more, and the number of roadside inns increased accordingly. By modern standards they were still primitive. Guests often slept side by side on mattresses laid out on the floor of one large room. Everyone ate what he had with him, or bought something edible from the owner of the inn. They usually ate bread and meat (sometimes fish or chicken), washing it all down with beer. Some taverns were places of noisy drinking, and their regulars, especially if the tavern was located in the port area, were often forcibly enrolled as sailors.

In rural areas, one inn served all visitors, although wealthy people who traveled in their own carriage or on horseback rarely went there, and poor people who traveled on foot were not allowed in at all. In any case, clear social distinctions in the treatment of each resident were strictly observed. Wealthy people were served in the dining room or in their rooms. The poor usually ate with the innkeeper and his family in the kitchen. They were served simple food without the right to choose, but at a minimal price. The French called this service "table d'hote"(table d "og), i.e. "master's gol". Wealthy guests could order special dishes for themselves from the products available to the owner - "a Іа сіЧе"(a la carte) - and go into the kitchen to make sure everything is prepared as it should be. Trying to please the guest, the host usually offered some local dish for which the area was famous. Prices for dishes also varied, primarily depending on the region where the inn was located.

The Middle East, Asia, and Transcaucasia played a huge role in the emergence of hospitality enterprises. The largest trade routes passed through the territory of these regions, along which caravans moved in long streams. There was a need to organize overnight stays and rest for people and animals.

The ancient Persians were among the first to organize guest complexes - caravanserais (for people and camels). The entire complex was surrounded by a fortress wall, which provided protection from the elements and robbers. In Persia, all inns belonged to the Shah. People traveling on official business stayed in them. In the Ancient Persian state, inns for government officials were organized at a good level.

The level of development of the hotel business in Chaldea is evidenced by the ruins of an inn in the town of Ur (modern territory of Iran). It was a complex of several modest rooms, probably one-story, with various purposes - kitchens, bedrooms, stables for animals. All rooms were located around a courtyard, to which three entrances led into the wall on the street side.

The building of the caravanserai at the royal palace in Knossos with a complex layout reflected the high level of civilization of the Mycenaean period (1400 BC). The caravanserai was located on a slope, a road leading to the palace. The first floor, intended for service areas, had a hall with columns and beautiful frescoes on the walls. Next to the hall there was an entrance for travelers arriving on foot, with a special basin for washing feet. Boilers for heating water were located in the basement of the building.

Guest rooms were located on the second floor. The building had utility rooms, warehouses for goods, etc.

In the XII-XIII centuries. inns - the predecessors of the first hotels - appeared in Rus' (see Table 2 of Appendix 1). They provided shelter and food for all categories of travelers and were not particularly comfortable. It was also possible to place horses and vehicles of travelers here, i.e. so-called “stay-time” services were offered 1 .

In the 15th century inns were created at “pits” - postal stations located from each other at a distance of a horse ride. At this time, the Yamsk service was established in Rus', which was under the jurisdiction of the Yamsky order. The accommodation and food services provided at the inns in the Yamsk villages logically complemented the main services performed by the coachmen - keeping horses and transporting “by sovereign decree” everyone who had a special permit (“letter”) or paid money.

Inns along the roads existed for quite a long time, until the middle of the 19th century, and in some places even longer. Their development was abruptly stopped due to the advent and spread of railways. And only after a certain time, the development of road transport again made it necessary to return to traditional hotels along the roads, presenting them in a new guise - motels.

The United States plays a special role in the development of hospitality enterprises. According to historians, the first inn appeared here much later than in Europe, only in 1607. The first American hotel for which a building was specially built was the one that opened in 1794 on Broadway in New York City-Hotel. The hotel became the center of public life in the city and at that time was considered a “huge establishment” (it had 73 rooms). At the same time, similar establishments appeared in other American cities.

The first first-class hotel in the New World - Tremont House - was built in Boston in 1829, it is called the forefather of the modern hotel industry. This hotel was famous for its architecture, richness and luxury of decoration, as well as many novelties, such as an intercom, private single and double rooms and even free soap. It is believed that with the advent of this hotel, the best at that time not only in America, but also in Europe, American hotel management took a leading position in the world 1.

Hotels are introducing the so-called European payment plan for hotel services, according to which guests do not pay for the room plus meals, but only for the room, which allows them to order meals a la carte in the hotel restaurant themselves or eat somewhere else if they prefer.

In the twentieth century, the hospitality industry flourished. The leaders in this area remain the USA and Europe, where new forms of organizing the hotel industry are appearing everywhere, for example, association into hotel chains.

1 See: Lesnik A.L., Matsitskii I.P., Chernyshov A.V. Organization of hotel business management: textbook. M.: Intel Universal, 2000.

Corporations such as Four Seasons, Canadian Pacific, Marriott, Hyatt, Sheraton, Hilton, Radisson Ramada and other high-end network structures began to actively spread in North America and beyond. Hotels are being built with more than four thousand rooms (see Table 3 of Appendix 1).

XIX century and the beginning of the 20th century. left a noticeable mark on the history of the development of the hotel business in Russia. During this period, famous hotel enterprises were built, some of which continue to operate successfully today. It should be noted that they basically corresponded to the European concept in terms of both architecture and interior design, as well as the services offered.

In Russia in 1911 - 1912. According to the project of the architect Lidval, the Astoria Hotel was built, which was considered at that time the best hotel in St. Petersburg. A restaurant with French cuisine was opened under her.

By the end of the 19th century. such popular hotels as “Dusso”, “Slavic Bazaar”, “Dresden”, “Paris”, “England”, “Germany”, “North”, “Loskutnaya”, “Grand Hotel”, “Europe” operated in Moscow , “Berlin”, etc. In the first years of the 20th century. In Moscow, hotels of the highest class were built: “Metropol” (built in 1899-1904 according to the design of the architect V. Walcott with the participation of L. Ke-kushev and A. Erichson), “Boyarsky Dvor” (1901, architect F. Shekhtel), “National” (1902, architect A. Ivanov).

After the revolution, most of the hotel stock was nationalized. Many hotels were repurposed (for example, the Astoria Hotel in St. Petersburg became the seat of the Petrograd Council of Workers' and Peasants' Deputies, and the National Hotel in Moscow became the seat of the government). The ideology of the new government promoted the destruction of the market economy, so any profit was abandoned, and income from the hotel industry was directed to the development of heavy industry.

In the Soviet state there was completely no possibility of individual choice of accommodation facilities. Citizens of the USSR and foreigners were served according to different standards. The role of state planning was great, and prices for accommodation were reasonable.

The Great Patriotic War caused enormous damage to the USSR's hospitality industry, as areas with the largest number of hotels came under occupation. However, since 1950, large-scale construction of new hotels began.

The modern period of development of the hotel industry begins after the Second World War. Its features are associated with the mass nature of tourism, which becomes the object of interest of a significant part of the population in highly developed countries. The development of tourism and high business activity of the population determines the formation during the 50-70s. XX century powerful network of accommodation establishments.

According to the World Tourism Organization (WTO), in 1980 there were 8 million hotel rooms in the world, in 2003 their number increased to 15.4 million. Europe is the leader in the share of hotel rooms (38.5% of the total) and the USA (33.5%).

In the last decade of the 20th century. the largest increase in the number of rooms is observed in South Asia - from 111.1 thousand to 171.5 thousand. The second place is occupied by East Asia and the Pacific region, where there were 3.500 million rooms and the increase was 45.3%. During the period 1997-1998. the number of rooms in the Middle East region increased by 6.9%, while in Africa their number decreased by 0.4%. With the rapid overall increase in the number of hotel businesses, the modern global hospitality industry has become a multi-billion dollar industry across all market segments.

Among equal trends in modern development of the hospitality industry can be distinguished:

• 1) deepening specialization and diversification of hotel services;
• 2) the formation of significant corporate forms - hotel chains, which become transnational companies;
• 3) widespread use of management information systems, technological support, and marketing in the hospitality industry;
• 4) integration of the capital of hotel enterprises with the capital of financial, insurance, construction, transport and other sectors of the economy;
• 5) the use of scientific management in the organization and management of the hotel business;
• 6) development of a network of small hotel enterprises focused on a specific market segment.

The deepening of specialization in the field of hospitality today is associated with the active process of formation of corporate forms in the organization of hotel enterprises - international and national chains. Today, hotel chains cover 30% of the world's hotel market, more than 200 corporations, of which 25 are large and control 25% of the global core market.

Integrated hotel chains produce and sell a product that is consistent and homogeneous. They are operated, directly or indirectly, through a franchise system or under a management contract. All hotels in the chain have a name and a sign. The main integrated chains operate in the USA: Hospitality Franchise System, Holiday Inn Wardwide, etc. Large chains also include the French Accor group and the British Forte group.

The Accor Group occupies a leading position in France. It is also the largest operator in Belgium and Germany. Each concept of the Accor Group regarding housing, restaurants, tourism or leisure has been developed as a separate concept aimed at the specific tastes of the consumer. For example, the hotel concept combines the comfort and hospitality of a hotel with the care and medical services of older people. The atrium concept combines high-quality housing with a large business center located in the business center of the city. In this case, the hotel provides a conference room, modern offices, telecommunications, computerized information facilities, assistant secretaries, etc.

In the UK, major hotel chains make up approximately 25% of the hotel industry. The largest Forte group owns more than 350 hotels in the country, followed by the Mount Charlit Thistle Hotel and Queen Moat Houses. The UK's five main cities contain 40% of all hotel rooms in the country.

The largest hotel business leaders in the United States, such well-known hotel chains as Hilton Hotel Corp., Sheraton Corp., Marriott Corp., Ramada International, and Hyatt Hotel, are also widely represented on the European market.

Consulting company Two Tomorrows published the results of a study of the competitiveness of major hotel chains in the medium term Tomorrow's Value Rating.

As a result, the first place in the list of the most promising hotel companies was taken by the French hotel operator Accor. According to analysts, this company not only foresaw in its strategy the most important factors that will characterize tomorrow's development of the hospitality industry, but has already developed detailed approaches to business management to solve the problems of the near future.

Top ten The Tomorrow's Value Rating as follows:

• 1) Accor;
• 2) InterContinental Hotels Group;
• 3) Marriott;
• 4) Global Hyatt;
• 5) Choice;
• 6) Carlson;
• 7) Hilton;
• 8) Wyndham;
• 9) Starwood;
• 10) Best Western.

The overall conclusion of the study is that most leading hotel companies have a very superficial approach to global issues of sustainable development. Thus, only in the three mentioned structures is sustainable development management included among the management priorities of companies.

The remaining major hotel operators have issues of global climate change, the well-being of local communities, proper waste management, etc. Although recognized by top management as an important problem, very few practical steps are taken to solve them. Very little attention is paid to such important factors as the integration of international hotel operators into the local cultural environment, the implementation of sustainable development policies by hotel franchisors, and the impact of tourism on climate change.

In table 1 Appendix 2 provides an analysis of the state of the hotel industry in Europe and Russia.

In conclusion, it should be said that in world practice there are four models of hospitality.

European model seems to be “high-flying” hospitality and high reputation. In addition, the European hotel market is the most widespread and developed. Distinctive features of European hospitality include:

* the desire of European hotels to reduce room capacity, which enhances the individualization of service

clients;

• the main advantage of hotels is not luxury, but refined and stylish interiors, high reputation and fame, high-quality service;
• the most expensive hotels are located in unique places and buildings, in historical city centers;
• traditionalism and demandingness of expensive hotels in relation to guests;
• automation of European hotels does not replace personal relationships with guests;
• in Europe, hotel segregation is more pronounced than anywhere else, which leads to the fact that a guest of an expensive hotel will never encounter a guest of a different social status in the lobby;
• At the same time, the European hotel market is distinguished by a diversified offer - from cheap roadside hotels to extremely expensive luxury hotels.

Asian model hospitality is the opposite of European, which is reflected in the Asians’ love for luxury, ostentatious wealth, and gigantism. It is in Asia that the tallest (Shanghai), most spacious (Bangkok) and most luxurious (Dubai) hotels in the world are located. If in Europe the category of a hotel is inversely proportional to its capacity, then in Asia it is the opposite. The distinctive features of Asian luxury hotels are:

• the most favorable location;
• large area of ​​rooms and public spaces;
• large capacity;
• luxury and richness of interiors, and especially hotel exteriors;
• low (compared to Europe) cost and availability of services;
• the ability to use a variety of infrastructure and additional services;
• widespread service systems All inclusive And Ultra all inclusive.

American model hospitality has features of both the European and Asian models. Thus, in the centers of the largest American cities, luxury hotels are common, meeting the requirements of typical European hotels (style, small size, individual service). On the other hand, the main resorts and tourist centers of the country are built with hotels that externally and internally resemble Asian ones (large capacity, luxury, huge developed infrastructure).

Eastern European model hospitality industry stands out separately from the European one due to the presence of a large share of post-Soviet enterprises in the hotel industry, as well as (as in the American model) the proximity of hotels typical of both the European and Asian models. On the other hand, the current stage of development of the hotel market in the post-Soviet space of Europe is characterized by the construction of new accommodation facilities, typical of both Europe and Asia.

• Cm.: Romanov V.V., Elkanova D.I., Sorokina E.V., Osipov D.A. Decree. Op.
• Right there. Cm.: Kabushkin N.I., Bondarenko G.A. Management of hotels and restaurants. Mn.: New knowledge, 2002.
• Romanov V.V., Elkanova D.I., Sorokina E.V., Osipov D.A. Decree. Op.
• Cm.: Malskaya M.P., Paidyak I.G. Hotel business: theory and practice. K.: Center for Educational Literature, 2009.
• Current state and development of the hospitality industry // .
• See: Hotel operators: who will be first tomorrow? // .
• Cm.: Romanov V.V., Tikhonova D.I., Sorokina E.V., Osipov D.A. Decree. Op.

The concept of hospitality appeared at the dawn of human civilization. Over the centuries, improving and acquiring new functions, the concept of hospitality has survived to this day, turning into a strong and significant industry that generates significant income for both the owners and the state. Today, the hotel business not only contributes to the economic growth of individual countries, but also plays an important role in improving the lives of people who are becoming increasingly mobile in the context of globalization. Russia is no exception in this process. In the last decade, the domestic market for tourism services and, accordingly, the hospitality industry has been developing rapidly, especially in large industrial and financial centers of the country, however, it should be noted that the importance of this segment for the domestic economy as a whole is still significantly lower than what is the case in developed countries .

The very concept of “hotel” comes from the Latin equivalent of this word “hostel”, as well as the Anglo-Saxon “hospitality”, which means hospitality (from the Old French “hospice”, which means a strange and welcoming home).

Later, this name was modernized into the more familiar one, which has French roots - “hotel”.

So how did it all begin?

The appearance of the first prototypes of hotels, as well as the very profession of serving people staying overnight, has its roots in the distant past.

Guest houses were located in cities and on roads leading from one country to another. In addition to travelers, messengers, couriers, and government employees used the services of guest houses. Here people were provided with lodging, shelter, food, and horses were fed and changed there.

In the Middle Ages in Europe, inns began to be created at monasteries. The Church obliged to organize “hospices” for travelers, pilgrims, and priests traveling to holy places. Over time, they go from being free shelters to becoming income-generating businesses.

There were prototypes of hotels in the Middle East, Central Asia, and Transcaucasia. Merchants with caravans of goods traveled across deserts and foothills. They usually spent the night in tents, but sometimes stayed in caravanserais - a kind of hotel complexes that included a pen for camels and accommodation for people, surrounded by a fortress wall.

In the XVIII-XIX centuries. With the growth of economic and political ties between states, the rapid development of the hotel industry begins, especially in European cities. The hotel industry is emerging as an important industry that generates large profits.

Development of hospitality enterprises in the 19th century. associated with the development of tourism. On the sea coasts, near mineral water springs, in picturesque places, the construction of large and small hotels is taking place. Their technical equipment is gradually being improved, comfortable conditions are created for guests, and the forms and methods of service are changing.

Companies, joint stock companies, corporations and syndicates emerge in this area of ​​the economy. Such large associations began to manage the hotel industry in their countries, as well as build hotels in other countries. A hotel syndicate is being created in London, and a “Union of Hotel Owners” is being created in France. These organizations of private owners set prices for rooms, trained hotel workers, and contributed to the development of tourism. In 1906, the “International Union of Hotel Owners” was created, uniting the owners of 1,700 hotels in different countries of the world.

In large European cities, hotels are beginning to be used for other purposes. They host casinos, hold press conferences and receptions.

The rapid development of the hotel industry continued in the 20th century. This was facilitated by a sharp qualitative and quantitative increase in road, air and rail transport, and the revival of trade, cultural, scientific, technical and sports contacts between states.

Tourism and the hotel base, which is growing every year, have turned into a “service industry,” which, in combination with the “entertainment industry,” has become a source of large incomes and profits. The modern “hospitality industry” includes hotels, restaurants, bars, resorts, gambling houses, casinos, and health resorts.

In Rus', inns, the predecessors of the first hotels, appeared in the 12th and 13th centuries. They rested and changed horses there. These inns - “pits”, as they were called, were located one from the other at a distance of a horse ride.

In the 15th century Numerous postal stations are created, which are in charge of the Yamskaya Prikaz. At the behest of the Yamsky order, new stations were opened, and the coachmen also obeyed him. At the same time, numerous living rooms and inns were built. Not only did they trade in the Gostiny Dvors, they lived in them and carried out commercial transactions.

Due to the growth of industrial production and the expansion of trade relations in the 18th -19th centuries. The population of cities is growing, new hotels are opening. In 1818, 7 hotels were operating in Moscow. In St. Petersburg in 1900 there were already 325 hotels. In 1910, there were 4,685 hotels in Russia, not counting inns and taverns with rooms. All of them belonged to private individuals and were purely commercial enterprises.

After the October Revolution, by decree of the Soviet government, all hotels were nationalized, and the hotel industry underwent a radical restructuring.

By 1940, hotels had been built in 669 cities. During the Great Patriotic War, enormous damage was caused to the entire national economy, including the hotel industry.

In the post-war years, extensive work was carried out on the restoration, reconstruction and construction of new hotels. Already by 1960, in 1364 cities of the Soviet Union, guests were served in 1476 hotels.

The further growth of the material and technical hotel base in the country was determined by the following factors: the development of existing cities and the emergence of new ones; the growth of industry, science, culture and art; increasing the material well-being of people. All this created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers.

In 1980, on the eve of the Moscow Olympics, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700 thousand beds. Many large, comfortable hotels were built.

Having reached certain heights and occupying one of the important roles in the economy and everyday life of people, the hotel business does not stand still. Every year new hotels are opened, old ones are being reconstructed, rooms are being updated, and service standards are being improved. According to the Federal State Statistics Service, at the end of 2008 there were 110 hotels in St. Petersburg, while in 2005 this figure was 72 hotels.

The number of mini-hotels at the end of 2007, according to the Center for the Development of Small Hotels, amounted to 500 objects, while in 2003 there were only 25. These figures speak quite eloquently that the hotel services market continues to develop, and quite actively at that. The global economic crisis has slightly slowed down the construction of many large network facilities in large Russian cities. But according to many hoteliers, this gives mini-hotels a chance to exploit their potential. Therefore, in the coming years, the growth of mini-hotels in Russian cities and the increasing role of this type of hotel enterprises in the hotel industry are predicted.

About how ancient history of hotel business, can be seen from a short quotation from the Gospel: “The time has come for her to give birth; and she gave birth to her firstborn Son, and wrapped Him in swaddling clothes and laid Him in a manger; there was no room for them in the inn.” It was then, more than 2000 years ago, in the East, in Ancient Rome and Ancient Greece that there already existed guest houses, in which envoys, government officials, traders and other travelers could receive free shelter and food during their trips.

From the Middle Ages to the Renaissance

In the Middle Ages, this tradition was picked up by monasteries, which were obliged by the church charter to provide free shelter and food to countless pilgrims traveling to holy places. And only in 1530, after the decree of the English king Henry VIII on the transfer of church property to secular property, the true history of the hotel business began. independent hospitality industry receiving money for services provided. During the Renaissance, the history of the development of the hotel business experienced rapid rise. At this time, regular horse-drawn postal services appeared between major European cities and shopping centers - the prototype of public transport. At the intersections of the main routes and along postal routes, active construction of inns began, in which, in addition to traditional shelter, dinner and changing horses, warehouses, shops, shopping arcades and offices where traveling salesmen could conclude their deals appeared. In the 18th century in the history of the hotel business, for the first time the term "hotel" appeared. This is how in Paris they called houses with several floors, consisting of small separate apartments, which not only travelers, but also city residents could rent for any period of time. The idea and name appealed to American owners of inns and roadside taverns. Using the French word “Hotel”, enterprising Americans sought to emphasize the elitism of their establishment.

History of the hotel business in modern times

During the same period, the United States, thanks to the flows of emigrants rushing into the country, played a leading role in the history of the development of the hotel business, laying the foundation creation of large hotel corporations. In New York, at the turn of the century, the first City Hotel opened its doors to guests; in 1830, a luxurious luxury hotel, the Tremont, opened in Boston. Since then, prim Europe has been swept by the fashion for fashionable hotels, equipped with the most modern amenities for their time and being masterpieces of architecture. The rapid development of industry, maritime and railway transport has changed and appearance of hotel guests. Newly-minted millionaires and aristocrats flocked to travel around the world and to luxury resorts; the hospitality industry created the highest class comfort for their holidays. Managers from Switzerland and the New World, Caesar Ritz and Elsword Statler, made a huge contribution to the history of the development of the hotel business in Europe and the world. For the first time, expensive crystal chandeliers, telephones in the rooms, huge mirrors, sconces at the head of the beds appeared in their hotels, and live music began to play in restaurants. It was Statler who said the phrase “ The customer is always right", which became the main slogan of the service sector. Only after World War II did the first, but still thriving, chain of luxury hotels, Hilton, appear.

Hotel business in Russia

In Russia, the first inns appeared in the 12th-13th centuries, and in the 15th century, under the direction of the Yamsky Prikaz, postal pit stations began to be built, from which the domestic history of the hotel business began. As in Europe, Yamsky living rooms and inns They not only provided guests with overnight accommodation and a hearty dinner, but also served as a kind of shopping centers with warehouses, shopping arcades and premises for concluding commercial transactions. The rapid industrial 19th century and the expansion of trade relations with other countries, the growth of the population of large cities inspired a fresh stream of development Russian hospitality industry. If at the beginning of the 19th century there were only 7 hotels in capital Moscow, then in St. Petersburg in 1900 about 230 hotels received guests, and in 1910 there were about 4,700 hotels owned by private owners in the industrial, port and resort cities of the Russian Empire. This number does not include many inns, lodging houses and taverns with rooms. After 1917 all hotels and hotels were nationalized, new ones were built in different cities, but then most of them were destroyed during the war. In 1960, only 1,480 hotels operated in all cities of the USSR; by the 1980 Olympic year, the country's hotel industry amounted to 7,000 hotels and inns accommodating up to 700 thousand guests. After the collapse of the USSR, the Russian history of the development of the hotel business entered a completely new orbit. The Iron Curtain collapsed and tourists, businessmen, students from near and far countries flocked to our country, and our fellow citizens also learned the beauty of travel. The domestic hospitality industry is now is developing in several directions: these include large chain facilities, original private hotels, apart-hotels in new modern residential complexes, apartments, and affordable hostels for young people and students. Hoteliers are confident that the crisis, which has slowed down the development of chains of large hotel complexes, is an excellent chance to replenish the Russian hotel industry with small and cozy mini-hotels and hostels, so popular in developed countries.

I.Introduction…………………………………………………………………………………3

II. Main part

2.1 History of the development of the hotel business…………………………………….6

2.2 History of the hotel……………………………………………………………..12

2.3Golden ring……………………………………………………………..15

2.4 Administrative………………………………………………………...17

2.5 Reservation………………………………………………………………...20

2.6 Reception and accommodation………………………………………………………23

2.7 Service……………………………………………………….26

2.8 Rooms……………………………………………………………….27

2.9 Rooms maintenance service………………………….………..32

2.10 Catering……………………………………………………….34

2.11 Restaurants and bars………………………………………………………...39

2.12 Security service……………………………………………………….43

2.13Usltsgi…………………………………………………………………………………48

III.Conclusion…………………………………………………………….....63

IV References………………………………………………………65

I.Introduction

In my course work, I want to talk about hotel services using the example of the Golden Ring Hotel, as well as what a service is, what they are, how they are provided correctly and in what order.

First of all, it should be noted that the Golden Ring Hotel is a high-level hotel. The hotel has comfortable rooms, bars, restaurants, congress halls, a business center, as well as additional services such as catering, sauna, billiards, honeymoon offer, florists, fitness center, and many others.

Also, the high level of service in this Hotel cannot go unnoticed, since the hotel staff consists of highly qualified specialists in their field, they know their rights and responsibilities, as well as how to properly provide the service to the guest so that he is satisfied. In a hotel, a lot depends on the client’s impression, on how he was greeted, so a hotel cannot exist without the concept of hospitality.

Hospitality is one of the fundamental concepts of human civilization. As it developed, the provision of hospitality services to people who found themselves, for one reason or another, not at home, turned into a profession for more and more people, until it turned into a genuine industry. The term "hospitality" comes from the Old French word hospice, which means hospitable home. Hospitality is a more precise concept, as it is aimed at meeting the needs of not only tourists, but also consumers in general. It should be noted that the concepts of tourism and hospitality cannot be considered separately: they are two interrelated terms.

Tourists are potential consumers with varied desires and needs, depending on the purpose of their travel.

The concept of “hospitality” in all dictionaries is interpreted as a gracious reception of guests, cordiality towards guests. Hospitality is one of the concepts of civilization, which, thanks to progress and time, has turned into a powerful industry in which millions of professionals work, creating the best for consumers of services (tourists). The hospitality industry includes various areas of human activity - tourism, recreation, entertainment, hotel and restaurant business, catering, excursion activities, organizing exhibitions and holding various scientific conferences. Thus, the hospitality industry is a complex field of activity of workers who satisfy any needs and desires of tourists. The commercial orientation of tourism enterprises leads to the emergence of tourism and service businesses, as well as the creation of a specialized industry for the production of souvenirs and tourist goods.

This circumstance allows us to distinguish tourism and service into an independent complex of service and tourism enterprises. All this can be defined as the tourism industry, the pace of development of which is amazing in its speed.

Over the past five years, Russia has seen rapid development of the hotel business. In the modern world, the hotel business is developing at such a pace that the primary task of hotel management is high service in the hotel business: high-quality hotel services and competent hotel management. Hotel services are placing increasing demands on hotel management.

The hospitality industry unites all related sectors of the economy that specialize in serving traveling people through specialized enterprises: hotels, restaurants, travel agencies, national parks, cultural and recreational parks.

The highest goal of business activity in the hospitality industry is, first of all, to satisfy the needs of the client, and only then - to increase the income of the enterprise.

In the conditions of fierce competition that dominates the market of hospitality services, this is the only way to attract and, most importantly, retain a client, and this is what creates the basis for the prosperity of hotel enterprises.

Therefore, one of the main tasks of the hospitality industry is to develop the service side of the business and develop a culture of service.

Goal of the work:

1)Talk about the development of the hotel business

2)Tell about the Golden Ring Hotel

3)Tell about the services provided at the Golden Ring Hotel

II. Main part.

History of hotel business development

The hospitality industry first appeared during Antiquity. The first documentary evidence of the existence of the hospitality industry was recorded in the era of Ancient Greece and Ancient Rome. One of the documents confirming the existence of the hospitality industry in ancient states is the Code of the Babylonian king Hammurabi. The said act mentioned taverns, which had a dubious reputation and sometimes served as brothels. The code stipulated that tavern owners must denounce visitors if they were planning to commit a crime against the sovereign. The composition of the visitors was extremely diverse and specific. In Ancient Greece there were also taverns, which played a fairly important role in the life of society, as they were an important part of the religious and social life of the population. Although the taverns had places to stay overnight, they were intended for public catering. The development of trade implied the need for travelers to spend the night, so another type of enterprise appeared - inns. The most extensive network of inns was in Ancient Rome. The construction of inns by the Romans marked the beginning of the creation and formation of the hospitality industry. The location of the inns in Rome was carefully thought out. They were built at a distance of 25 miles from each other, so that travelers and messengers would not get too tired on the road, resting in each of them. However, it was possible to use the inns only with a special document confirming the status of the visitor. Such papers were often stolen on the road and forged.

During the early Middle Ages, religious institutions provided services for ordinary people. The trips were made mainly by missionaries, priests and pilgrims, so inns began to be located closer to churches and temples. In England, inns were no longer built for travelers, but rather for the population drinking alcoholic beverages. In the Middle Ages, the number of inns constantly increased, but the level of services provided there remained low. Guests spent the night on mattresses or simply on the floor. The food was also quite meager and monotonous. Most often, the guests ate what they brought with them or bought from the owner of the yard. Wealthier people did not stay at inns, but traveled in their carriages or on horseback. The poor population, who made such trips on their own, were not allowed into such establishments. In all inns there was a clear differentiation along class lines. Wealthy guests dined in the dining room or in their rooms. The poor ate with the owner and his family. They were provided with simple food, no frills, for a minimal price. Wealthy people could order whatever they wanted and could go into the kitchen and watch the food being prepared. Trying to please and please a wealthy guest, the owner of the inn usually offered him something special from the kitchen, a dish that was famous throughout the area. Food prices also varied. In the XII-XIII centuries. In Rus', the first prototypes of modern hotels appeared - inns. Any traveler could get food and shelter there, but the inn was not particularly comfortable. Services were provided here to accommodate travelers' horses and vehicles. In the 15th century inns were created at post stations located close to each other. In addition to food and accommodation, an additional set of services was provided by coachmen.

They kept horses and transported “by sovereign decree” everyone who had a special document. The inns existed for a long time, until the middle of the 19th century. The development of railways stopped the construction of inns. The development of the automobile industry necessitated the emergence of hotels located along the roads - motels. In Russian cities, such a type of hotel as gostiny dvors was also common. They differed from inns in that, in addition to food and accommodation services, they included the opportunity to carry out commercial transactions and operations, i.e. in the guest courtyards there were furnished rooms, shops and shopping arcades. Gostiny dvors were also intended for storing goods and trading them, since merchants were not allowed to do this in their own homes. This ban applied to all merchants and was lifted only in the 18th century. Gostiny dvors first appeared in Veliky Novgorod in the 12th century. Accommodation of guests was based on nationality. Novgorod in the XII−XV centuries. was famous for its Gothic, German, and Danish guest houses. In Moscow there were English, Greek, German, Persian and Armenian courts. The activities of guest houses in medieval Rus' were regulated by special rules called “skroy”. The mention of the first rules for the provision of hotel services dates back to the 12th century. These rules included the procedure for establishing relationships between the residents of the yard and the local population. Particular attention was paid to ensuring the safety of life, property and home. In the 18th century Hospitality businesses have developed widely in the United States of America. In 1607, the first inn appeared here. In 1634, one of the first taverns was opened in Boston. Since then, taverns have become centers of social life, resting places for soldiers and entrepreneurs. Taverns successfully developed at crossroads and in city centers.

European settlers who came to the Americas brought with them experience in building and managing inns and taverns. American taverns from the very beginning of their existence had a commercial orientation, i.e. were created for the purpose of making profit. XIX century became the time when the hospitality industry received its greatest development. During the period of the XVIII−XIX centuries. New hotels are opening in Russia, the number of cities is growing, which is caused by the expansion of trade relations and the growth of industrial production. In 1818 there were seven hotels in Moscow, and in St. Petersburg in 1900 there were 325. A feature of the Russian hospitality industry was the existence of tea establishments. They appeared in the 19th century. under Alexander II in the Tver province. In St. Petersburg, the first teahouse was opened on August 28, 1882. Tea establishments were placed in special operating conditions: a minimum rent and a very low tax rate were established for them. The teahouses opened from five o'clock in the morning. This type of establishment spread to other cities and quickly gained popularity. XIX and early XX centuries. left a noticeable mark on the history of the development of the hospitality industry in Russia. At this point, famous hotel enterprises were built, some of which continue to operate today. It should be noted that they basically corresponded to European examples of architecture, hospitality and interior design. So, in 1911−1912. designed by architect F.I. Lidval, the Astoria Hotel was built, which was considered at that time the best hotel in St. Petersburg. A restaurant with French cuisine was opened under her. By the end of the 19th century. In Moscow, such hotels as Dresden, Paris, England, Germany, North, Grand Hotel, Europe, and Berlin were known and popular. In the first years of the 20th century. in Moscow, hotels of the highest class were built - “Metropol” (1904, designed by architect V. Walcott with the participation of L.N. Kekushev and A.E. Erichson), “Boyarsky Dvor” (1901, architect F.O. Shekhtel),

"National" (1902, architect A.V. Ivanov). In 1910, there were more than 5,000 hotels in Russia. They were owned by private individuals and were considered commercial enterprises. After the revolution, most of the hotel stock was nationalized. The Astoria Hotel in St. Petersburg became the seat of the Petrograd Council of Workers' and Peasants' Deputies, and the government was located in the National Hotel in Moscow. The new government did not seek to develop market relations, and income from the hotel industry was directed to the development of heavy industry. Hotels built during the Soviet period were not well equipped. The furniture was of poor quality, the rooms were poorly lit. Most of the rooms did not meet sanitary conditions. There were no uniform tariffs for hotel services before. In 1934, a standard charter for a local council hotel trust was developed and approved. The hotel trust was an independent economic unit and operated on the principles of economic accounting. According to this charter, the hotel was a legal entity and was liable for all obligations within the limits of the property that it owned and which could be foreclosed on. By 1940, hotels had been built in almost 700 cities of the USSR. During the Great Patriotic War, enormous damage was caused to the hospitality industry, and, consequently, in the post-war period it was subjected to a thorough reconstruction. Since 1950, large-scale construction of new hotels began. In accordance with the general trend of the post-war years, hotel interiors were given palace splendor. Hence, some abstraction of architects from consideration of issues related to the better organization of life of citizens living in hotels. Functional and aesthetic requirements were imposed on hotel interiors.

The further growth of the material and technical hotel base in the country was determined by the following factors: the development of existing cities and the emergence of new ones, the growth of industry, science, culture and art, and an increase in the material well-being of people. This created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers. At the same time, the need to increase the hotel stock in the USSR increased. During the tenth five-year plan, 158 hotel enterprises with 30,000 beds were built in the RSFSR. Tall hotels, equipped with modern technology and equipment, were built in Volgograd, Novosibirsk, Murmansk and Arkhangelsk (with 1000 beds each). Along with general hotels, the growth of boarding houses, sanatoriums, motels, tourist centers and camps has increased. In 1980, on the eve of the Olympic Games in Moscow, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700,000 beds. Many large, comfortable hotels were built. One of the largest hotels in Russia is the Izmailovo hotel complex, designed for 10,000 beds. Unfortunately, in the 1990s. Due to the economic and political situation in the country, there has been a significant decline in demand for hotel services. At the end of the 1990s. According to the State Statistics Committee of the Russian Federation, Russia had 5,043 hotel-type enterprises with a total number of beds of 390,931. In Russia as a whole, 65% of hotels are located in urban areas, and 35% in rural areas. The largest hotels in terms of room capacity are located in Moscow and St. Petersburg. In the 20th century The hospitality industry has developed particularly intensively in Europe and the USA. It was there that new forms of organization of this service sector appeared. Significant changes have occurred in the restaurant business.

In the modern world, there are main directions for the development of hotel industry enterprises:

1) deepening the specialization of hotel and restaurant offers;

2) formation of international hotel and restaurant chains;

3) development of a network of small enterprises;

4) introduction of computer technologies into the hospitality industry.

History of the hotel.

The Golden Ring Hotel, Moscow was built in 1970 and was known among Muscovites and guests of the capital under the name “Belgrade-2”. It received its new name - the Golden Ring - after reconstruction in 1994-1998. The Golden Ring Hotel, Moscow not only changed the appearance and name of the hotel, but also received a higher category, receiving the status of one of the best hotels in the capital. . The best designers from Italy and Switzerland worked on the interior decoration of the hotel.

Despite the fact that the official status of a 5-star hotel was confirmed only in 2004, already in 2003 the Golden Ring Hotel, Moscow became a laureate of the Crystal Boat competition. The hotel manager received a special prize “For great personal contribution to hotel management”, and the hotel restaurant was recognized as “The best hotel restaurant in organizing and holding events at the city and international level.”

Despite the fact that the Golden Ring Hotel belongs to the Administration of the President of the Russian Federation, it is not a closed institution: anyone can stay here. The hotel's capabilities and its location opposite the Russian Foreign Ministry make it possible to receive both foreign government delegations and heads of state, as well as representatives of Russian and Western business circles. The hotel itself positions itself as a business hotel, where businessmen will find excellent conditions for work and leisure. A corporate newspaper is periodically published, intended “for those engaged in business,” in English and Russian, in which hotel clients can find information about the hotel’s services, partners, restaurants and entertainment.

Golden ring

All rooms at the Golden Ring Hotel are equipped with modern technology. For the convenience of guests, all rooms have a safe, a minibar, an adjustable heat-ventilation system, all types of Internet access, including Wi-Fi, and the ability to connect any necessary office equipment. All beds in hotel rooms have orthopedic mattresses. Printouts of electronic versions of newspapers from around the world are also delivered to hotel guests. The staff of the Golden Ring Hotel is famous for its sensitivity and friendliness. Particularly noteworthy is the convenient location of the Golden Ring Hotel. The hotel is located in the very center of Moscow, a five-minute walk from the Smolenskaya metro station, surrounded by historical attractions, major cultural sites, and major business centers. The Kremlin can be reached on foot in 20 minutes from the Golden Ring Hotel.

Accommodation prices at the Golden Ring Hotel are high. However, taking into account the location of the hotel and the level of service, the price of a room in the Golden Ring Hotel is an objective value. At the same time, if we compare the Golden Ring Hotel with other hotels in Moscow, then the prices of this hotel are quite reasonable.

The Golden Ring Hotel has extensive experience in holding conferences and banquets, both social and business, for which the hotel has 7 conference rooms, 2 banquet rooms, 3 restaurants. Each restaurant at the Golden Ring Hotel has its own unique look. All hotel restaurants employ famous chefs who have won international recognition. The Golden Ring Hotel has its own confectionery shop, producing exclusive designer cakes and pastries. Professional florists working in the hotel can decorate the interior for any event according to your taste.

The Golden Ring Hotel has its own beauty and health center. It has everything to spend time with beauty and health benefits: gym, solarium, sauna, jacuzzi, all types of SPA treatments.

The Golden Ring Hotel is considered the best 5-star hotel in Moscow in terms of price/quality ratio.

 

It might be useful to read:

• How to get on an excursion to Antarctica?;
• Czech Republic Troy Castle. Troja Castle in Prague. Ancient winery and museum;
• Böcklin and his “island of the dead” A cultural phenomenon of its time;
• Air tickets to Crimea Air tickets to Crimea will become cheaper;
• What you can and cannot take with you;
• Open left menu Heviz How to get from Budapest to Lake Heviz;
• Cable car in Nha Trang (Vinpearl) The longest cable car in the world Vietnam;
• Kamenets-Podolsk fortress - a historical monument of Ukraine Life outside the walls of the Kamenets-Podolsk fortress;