Paid additional services in the guest house. Abstract: Basic and additional hotel services. Entertainment for children

Introduction.

1.Rules of provision hotel services V Russian Federation

1.1 Hotel classification

1.1.1 International classification of hotels

1.1.2 Classification of hotels in the Russian Federation

1.2 Hotel services

Room management service;

Administrative Service;

Service Catering;

Commercial service;

Technical Services;

Auxiliary and additional services.

2. Basic and additional hotel services

2.2 Catering

Conclusion.

Bibliography.

Introduction.

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

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

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

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

definition of the concept of quality in the hospitality industry;

detailed consideration of factors influencing the quality of hotel services;

The subject of the study is……..

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

Approved by decree of the Government of the Russian Federation

I. General provisions

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

2. The basic concepts used in these Rules mean:

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

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

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

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

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

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

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

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

these Rules;

information about the performer and his contact phone number;

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

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

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

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

price of rooms (places in the room);

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

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

information about the form and procedure for payment for services;

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

procedure for staying at the hotel;

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

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

information about the parent organization.

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

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

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

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

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

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

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

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

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

last name, first name, patronymic of the consumer;

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

price of the room (places in the room);

other necessary data at the discretion of the contractor.

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

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

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

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

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

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

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

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

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

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

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

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

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

Types of hotel services

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

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

Hotel is an enterprise whose goal is to make a profit by selling its “product” in the form of a set of services (accommodation services and food services).

There are different concepts of service. In the narrow sense, service- This is an action that brings benefit, helping another.

In a broad sense, the service– this is the result achieved through direct interaction between the performer and the consumer, as well as the performer’s own activities to satisfy the consumer’s needs.

Service is an intangible thing, and therefore cannot be measured, but can only be assessed.

The hotel service consists of:

1) services for providing special premises that can be used to meet your needs;

2) services provided by hotel staff (room cleaning, client registration, meals).

The main element of the accommodation service is, of course, hotel room(room equipped for rest, sleep, work of the client). The main function of the room is the ability to sleep. Depending on the purpose of the hotel and the needs of the guests, no less significant may be such functions as the ability to work in the room (typical for business class hotels that have a desk, telephone, fax, computer in the room).

Regardless of the category, area, equipment, each room must have a bed, a table or bedside table for each bed, a chair or armchair according to the number of guests, lighting in all rooms of the room, and a waste basket.

In order to feed guests, it is necessary to prepare dishes in the kitchen, sell prepared foods, alcoholic and non-alcoholic drinks, and serve hotel guests in a restaurant, bar, cafe, and hotel rooms.

There are additional services in the form of a swimming pool, gym, conference rooms, car rental, dry cleaning, laundry, hairdressing services, massage room.

Nowadays, accommodation services are taken for granted, and in order to attract customers it is necessary to develop additional services that will help to stand out from hotels of the same category.

Let's consider features of hotel services.

The process of production and consumption occurs in one time period. To receive a hotel service, it is necessary to involve both the consumer and the performer in the consumption process. To provide a service, hotel staff have to come into direct contact with the consumer. For the client, this contact is an integral part of the service itself.

Intangibility of hotel services. A hotel service cannot be touched or seen, as it is intangible. In order to evaluate a service, it must first be consumed. A service is a promise to perform certain actions to satisfy the customer's needs.

Hotel services cannot be prepared in advance, since they are not expressed in material form. The hotel product is produced to satisfy the real needs of customers, and they need to be satisfied within a certain time frame.

Variability of quality. The quality of the services provided depends on the provider and the environment in which they are performed. Qualification, mood and other factors can influence big influence on the quality of service delivery. After all, the same performer can serve a client in completely different ways (for example, at the beginning of the working day, when the performer has more strength, the quality of the services he provides will be higher than at the end of the working day, when his strength is running low). Service variability very often provokes dissatisfaction on the part of consumers.

Seasonality of demand for hotel services. Depending on the situation, the demand for a hotel product can change almost every day. Seasonality is very pronounced in countries with a changing climate (most tourists prefer to relax in the summer months).

There are certain factors that influence sales volumes. These factors include:

1) hotel location. This factor undoubtedly plays a very important role, since the price of travel to the hotel, the attractiveness of the environment, and the development of the infrastructure of the country or city depend on it;

2) service level. This factor depends on the quality and completeness of the services provided, the availability of various types of amenities, their style and quality;

3) price. This factor can sometimes be decisive when choosing a hotel;

4) ease of maintenance;

5) range of services. Today, hotels offer a wide range of services that can satisfy almost all the whims of their guests. The most common are accommodation services and catering services. In a good hotel, without leaving the hotel, you can get a quality haircut, take a steam bath in the sauna or play billiards. The main income of the hotel comes from accommodation fees, but with well-developed additional services you can also make a good profit;

6) image of the hotel. Every hotel values this factor very much, as it helps it remain competitive and receive additional profit (in the case of a positive image). Image is a complex consisting of all the above factors.

Main subject hotel business– this is, of course, a hotel room. Hotel services is a special hotel product that can be purchased through exchange transactions. The client pays not for the right to own the number, but for the right to have access to it at the agreed time. Modern conditions businesses require hotels to resolve all production and other issues as quickly as possible short time. People do not like to wait, so to improve the quality of service it is necessary to provide services quickly and efficiently.

Organizing additional services in hotels is an effective way to combat competition. This is another source of profit and an opportunity to improve the quality of service. An up-to-date offer of additional services will benefit the image of the entire business.

In this article we will look at the most current methods increasing the income of hotels and other accommodation facilities by organizing additional services. This is a general list from which every entrepreneur can compile a list of ideas suitable for implementation.

Additional service #1 ➨ Rental of space for business and events

If there is free space and your own restaurant, it is possible to hold various banquets and animated events. This service will significantly expand the target audience of the hotel or other accommodation facility. So, for example, having rented a restaurant for a banquet, it is highly likely that city residents will then become its regular visitors.

In the hall it is possible to install vending machines, souvenir shops and tourist departments. The guest will thus be able to find all the necessary information immediately within the hotel walls, which will have a positive effect on reviews and the level of service.

Large hotels practice opening their own beauty salons and spas, swimming pools and gyms, or rent out space for them.

Additional service #2 will increase profits ➨ Cooperation with third parties

The most popular cooperation is with taxi services and excursion companies. Food delivery to your room is popular, especially in mini-hotels and hostels where meals are not provided. Cooperation with travel agencies will provide an additional flow of tourists and tourist groups to fully fill the hotel during the season.

An advantage will be agreements with the information service, which will allow guests to be aware of all events and activities planned in the capital. It is possible to create your own information service. To fill and update it, one employee is enough; the coordination of tourists will be carried out by hotel administrators.

Additional income will also be provided by service #3 ➨ Ticket booking

We are talking about organizing a transfer, booking plane and train tickets, and booking cultural events. Booking services are closely related to the advertising of certain events. Advertising can be carried out on the following favorable conditions: mutual offset, advertising of the accommodation facility as a partner of the event, or advertising on a paid basis.

Popular service to increase profits #4 ➨ Development of entertainment infrastructure

The creation of a bar, restaurant, billiard club, night club and holding animated events on their basis will provide an additional flow of visitors at the expense of city residents. An important condition is good sound insulation, or the placement of halls separately from the hotel or hotel rooms.

It is also possible to organize master classes and performances here. All this will diversify the leisure time of vacationers, attract local residents and increase profits.

Modern way to earn extra money #5 ➨ Cooperation with corporate clients

Recently, this service has become quite popular in Moscow. Corporate clients use a whole range of additional services that will significantly increase profits.

Corporate clients ensure the hotel's occupancy during low seasons. Their main requirement is the placement within one hotel of everything necessary for corporate events: halls for trainings and conferences, a minimum of office equipment for work, powerful Wi-Fi, a banquet hall, transfer.

Service #6 will provide advertising and profit ➨ Organization of forums and trainings

This can range from simply renting a conference room to accommodating event guests and additionally organizing their leisure time. As part of such events, it is expected that participants will be accommodated from different cities. This work is in many ways similar to cooperation with corporate clients. However, the target audience is wider; if the event is covered in the media, business advertising is provided. Cooperation with forum organizers is possible on a partnership basis.

Additional earnings will be affected by service #7 ➨ Exclusive offer

IN modern realities the choice of additional services is practically unlimited. Moreover, it makes sense to focus not only on guests, but also on city residents. Providing exclusive services can become business card hotel or other accommodation facility. If you decide not to open a new business, but

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Introduction

Chapter 1. Provision of additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Additional services service

1.4 Additional food services

1.5. Key trends in the field of additional services

Chapter 2. Provision of additional services in the Sayany sanatorium

2.1 Description of the resort in which the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the Sayany sanatorium

Conclusion

Bibliography

Application

Introduction

Relevanceresearch- a modern hotel complex occupies an important place in social sphere country and helps to meet the primary needs of travelers for accommodation and food. Without hotels it is impossible to create a modern tourism industry.

Hotel companies are integral part service sector. The provision of these services has a positive impact on financial and economic activity and plays a major role in increasing the efficiency of social production.

The development of the hospitality industry is gaining momentum every year. Infrastructure modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, intercity and international communication services, and transport services for guests. Hotels cannot do without shops and souvenir kiosks, restaurants and bars.

In addition, focusing on business people, hotels must provide their guests with the opportunity not only to organize their working time well and efficiently, but also to relax after a busy day. Therefore, modern hotels have gyms and fitness clubs, beauty salons, billiard rooms, slot machines and casinos, etc.

In shaping market attractiveness hotel company Additional services are becoming increasingly important. hotel additional service

Remaining the main one, the accommodation service is taken for granted by guests, and it is the additional services that distinguish this hotel from a number of others that attract increased interest.

Therefore, studying the issue of organization and technology for providing additional services in a hotel is becoming increasingly relevant and important.

TargetYuresearch- is the consideration of a complex of additional and related hotel services.

Tasksresearch:

1. Give a theoretical definition of additional services;

2. Analyze the approaches of modern theories and concepts to the analysis of the development processes of modern systems and methods for managing additional services in hotel industry;

3. Give a general description and identify the main features of additional services in the hotel industry that arise at the present stage of its development;

4. Identify factors that ensure the competitiveness of the hotel;

5. Assess the effectiveness of additional services in the hotel;

6. Develop proposals for the use of more effective methods of additional services to the hotel industry and improvement of the mechanism for supporting domestic enterprises in the provision of these services.

An objectresearch- Additional services.

Subjectresearch- is the Sayany sanatorium.

Chapter1. Providingadditionalservices

1.1 ConceptadditionalservicesVhotels

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

To carry out the process of serving tourists, the hotel must provide a minimum set of the following basic services to ensure the provision of basic hotel services:

Room management service;

Administrative Service;

Catering service;

Commercial service;

Technical Services;

Auxiliary and additional services.

The list and quality of paid additional services must meet the requirements of the category assigned to the hotel.

There are more than 30 different hotel classification systems in the world. Each country has its own national standards. The most common classification system is the "star" system, which involves five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It determines the requirements for hotels of one category or another.

1. 2 Kindsadditionalservices

From the point of view of common sense, there can be no talk of any kind of hospitality without satisfying the primary needs of a person - the needs for food, rest and sleep. In this regard, the most reasonable and quite logical is the following definition of a hotel, which was given by S.I. Baylik: “A hotel is an enterprise that provides people who are away from home with a range of services, the most important of which are equally the accommodation and food services.”

The hotel provides additional services, the cost of which is included in the price of your stay:

Reception and accommodation services (24/7);

Luggage delivery at the guest's request (24 hours a day), luggage delivery is carried out to the elevator in the 1st floor hall;

Taxi call (24/7);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (24/7);

Reservation of a parking space (24/7);

Use of a household self-service room (24 hours a day);

Provision of a baby cot (24/7);

Ordering theatrical and concert tickets(daily from 10:00 to 16:00, except weekends and holidays);

Booking a table in the hotel cafe;

Providing mineral water, hygiene kits in the room (daily);

Automatic shoe shine.

The hotel provides additional services for a fee:

Luggage storage in a storage room (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the administration safe (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Sauna services (daily, according to sauna operating hours);

Meeting room rental;

Rental of a set of dishes (round the clock);

Electric kettle rental (24/7);

Additional change of bed linen and towels (24/7);

Reception of fax messages (24/7);

Photocopying of documents (24/7);

Scanning documents (daily according to the conference center’s operating hours, except weekends and holidays);

Sale of postal envelopes, telephone cards and Internet access cards using Wi-Fi technology, cards;

Reception of e-mail (daily according to the conference center's operating hours, except weekends and holidays);

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Providing hot drinks in the 1st floor hall;

Hair salon services;

Currency exchange services;

Contact vision correction office services;

Dental services, solarium;

Cafe-bar services.

The list and quality of paid additional services must meet the requirements of the category assigned to the hotel. Additional services have a very wide range and, with a developed tourism infrastructure, account for up to 50% of total income.

The most common:

· excursion service;

· ordering the services of guides and interpreters;

· organizing the sale of tickets for all types of transport;

· organizing the sale of tickets to theaters, circuses, concerts, etc.;

· ordering vehicles at the request of guests;

· call a taxi;

· car rental;

· ordering places in city restaurants;

· purchase and delivery of flowers;

· sale of souvenirs, postcards and other printed materials;

· Shoe repair;

· repair and ironing of clothes;

· washing and dry cleaning of clothes;

· use of the sauna;

· hairdressing services;

· services of buffets, bars and restaurants;

· rent of a conference room, meeting rooms;

· business center services.

Related services include:

1. provision of sovereign products, tourist symbols;

2. trade, currency and credit, information, congress and other services;

3. special types of communication services, provision of individual safes, etc.

Household services are aimed at meeting the needs of guests that arise during their stay at the hotel.

Household services include the following:

1. express washing and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel employees contributes to creating a good impression about the hotel. Therefore, whether talking on the phone, communicating in person or in writing, hotel workers are required to behave “in style” with both guests and colleagues. The idea of “style” is realized by observing the following rules.

Additional services are an integral part of the hotel. Based on the range of these services, you can see what type of hotel the hotel belongs to. When providing services, not only their quantity is important, but also their quality.

The most common additional services: excursion services; ordering the services of guides and translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, concerts, etc.; ordering vehicles at the request of guests; calling a taxi; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; Shoe repair; repair and ironing of clothes; washing and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference room, meeting rooms; business center services.

1 . 4 Additionalservicesnutrition

In addition to direct hotel services, hotels can carry out other types of economic activities, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.

A hotel restaurant can be a separate catering establishment, or it can be one of the divisions hotel complex. Moreover, regardless of the fact that the restaurant is not independent legal entity who provide public catering services are subject to all the requirements established by law for public catering establishments.

The basic requirements for such catering establishments as restaurants are established in Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 “On approval of the Rules for the provision of public catering services.”

In accordance with the classification of public catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises”, a restaurant is a catering establishment with a wide range of complexly prepared dishes, including custom and signature dishes; wine, vodka, tobacco and confectionery products, with increased level services in combination with the organization of recreation.

1.5 BasictrendsVsphereadditionalservices

Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, key concepts, in line with which any additional services exist, can be considered justified and appropriate.

Favorable development of this area of the hotel’s activities is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily operation of the hotel, and competent management of this area of work. It is noteworthy that financial issues are not always in the foreground when organizing and developing additional services. In the system of additional services, like in no other part of the hotel business, non-standard approaches to solving many issues are in demand.

This gives the hotel a small but real opportunity to stand out from its competitors.

The development of a system of additional services is also possible outside the walls of a hotel enterprise, in connection with which many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components of the hotel industry.

The solution to such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of appropriate urban infrastructure, can and should be carried out by some external force, and the state is ideally suited for this role.

It turns out that the development of additional services should not be an end in itself; their role is secondary and clearly limited. They really represent something that complements the “main course” - the provision of hotel services itself.

The main ones are the organization at its base of various conferences, symposiums and trainings for personnel. Serving corporate business tourists can bring up to 40-50% of income. True, for this you need to have suitable space and equipment.

Those hotels that do not have this can only be content with organizing various holiday programs, which also bring in a lot of profit.

Services that bring additional income to hotels are very diverse.

The system of additional services, unlike other parts of the hotel business, requires non-standard approaches to solving many issues. Proper organization of the process of introducing and providing additional services makes it possible to expand the list of offers for hotel clients and attract additional categories of consumers. The largest additional income for hotels currently comes from the organization of congress centers, which attract business clients who have significant in cash. The history of additional hotel services goes back to ancient times.

Conclusion: With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still ongoing. The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing increasingly large and stable incomes over time.

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayan Mountains»

2. 1 Descriptionresort,Vwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia, Tunkinsky district of the village of Arshan, which is a resort. The Arshan resort, a unique healing area that has been giving health to the residents of Buryatia for many years, is a branch of a sanatorium and resort institution, in close cooperation with another branch - the Goryachinsk resort.

In the middle of the 19th century, the magical spring “Arshan” was discovered in Tunka. The water had the miraculous property of healing local residents from many diseases. History is closely connected with the discovery of this source. modern resort"Arshan". First official information about the opening healing spring associated with the name of local hunter Terenty Chemezov. Chemezov’s find interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University “...in the area of the Koimor foreign council in the Tunkin department of the Irkutsk province, I found an acid-soda-iron source.” In 1898 Y.A. Chistokhin filed a petition for the allocation of a spring at the top of the Kyngyrgi River for his use for 24 years. The priest's request was granted for the arrangement medical resort. On the Kyngyrga River near Arshan, the construction of country houses begins to be rented out to people coming for treatment. The following data were recorded on the number of people vacationing here: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Before Soviet power, Arshanskiye Springs were under the jurisdiction of the Irkutsk Department state property, were exploited by private individuals and did not receive much development. “Arshan” was in this state before the October Revolution. On March 20, 1919, by decree of the Council of People's Commissars signed by V.I. Lenin's medical area was nationalized.

The main healing factor of the resort in those years was cold carbonic waters, used both for drinking and bathing.

From 1925 to 1952, the management and development of the Arshan resort was carried out by the chief doctors and directors: M.S. Malinovsky, A.I. Kazantsev, A.K. Aborin, S.K. Fedorovtsev, M.I. Zvonarev, N.M. Shakhnin, P.S. Mezhevov, Kh.G. Khakhalov, V. Dudin, P.T. Yazhinov.

From 1952 to 1958, the resort was headed by Honored Doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968, the resort was led by chief doctors Valentina Aleksandrovna Lisina and Valentin Ivanovich Chernykh.

In 1971, the Arshan resort was given the status of a resort of federal significance. From 1969 to 1997, the resort was headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat Autonomous Soviet Socialist Republic.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, awarded with badges “Excellent Health Worker of the Ust-Ordynsky Buryatsky Autonomous Okrug", "Excellent student of healthcare of the Republic of Sakha (Yakutia)", medal "Laureate of the All-Russian Exhibition Center". Resort complex"Arshan" is currently a large modern multi-profile climatic and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

Indications for treatment at the Arshan resort: diseases of the digestive system, diseases of the circulatory system, diseases of the respiratory system (chronic bronchitis, tracheobronchitis, bronchial asthma with unclean and mild attacks), diseases of the urinary system (chronic pyelonephritis, urolithiasis, cystitis), metabolic diseases substances and diseases of the endocrine system (obesity, diabetes).

The structure of the resort includes the sanatoriums “Arshan”, “Sayany” and the children’s sanatorium and health camp “Edelweiss” all year round; there are also: the “Mother and Child” department with 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and restorative treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), fasting-dietary therapy (RDT) is used in the practice of doctor A.D. Shagdurova, a new medical technology is being introduced - Endoecological rehabilitation according to the method of Professor Yu.I. Levina.

2.2 Sanatorium"Sayans"

The Sayany sanatorium of the Arshan resort is a unique recreation and treatment center for people of all ages. It is located a kilometer from the Arshan sanatorium, on the land of ancient Tunka, famous for its expansive valleys, mountain ranges Eastern Sayan. The Kyngarga River makes its way through the rocks and canyons with silvery waterfalls. Kyngargi waterfalls are a truly breathtaking sight, an amazing natural phenomenon. And as a worthy completion of the splendor of Tunka nature - healing mineral springs"Arshan", a true treasure of the resort. The springs are located on the territory of the resort.

The Sayany sanatorium is a modern five-story stone building with a warm two-story transition to other blocks and services. The buildings house a dining room with a banquet hall, a clinic, a pump room, a bathroom, a swimming pool, as well as a cinema, concert and dance hall. The health resort can simultaneously accommodate 422 people for treatment. Next to the building of the Sayany sanatorium there are two more two-story buildings No. 8, No. 9 with total area 10781 sq. m.

Vacationers are accommodated in comfortable standard single- and double rooms, as well as in “junior suites” and apartments. Each room has a bathroom with shower or bath, TV, refrigerator, satellite TV, hot and cold water. The rooms are heated from the sanatorium's boiler room.

The main medicinal factors that are used in the sanatorium are carbonic, low-mineralized, siliceous, sulfate-hydrocarbonate-magnesium-calcium weakly acidic mineral waters of three varieties: thermal, warm, cold, intended both for drinking and for external use, healing freshwater medium-sulfide silt mud of Lake Tsagan-Nur.

The life-giving power of mineral water successfully cures many diseases of the digestive, circulatory, respiratory, urinary system, as well as metabolic disorders and functional disorders of the nervous system.

The sanatorium treats patients in the rehabilitation department with special care, where they receive follow-up treatment after surgical operations for gastric ulcers, duodenal ulcers, and removal of the gallbladder. Since 2006, patients with diabetes mellitus, pregnant women at risk, and those undergoing surgery for pancreatitis have been treated here.

The “Adult with Child” and fasting-dietary therapy (therapeutic fasting) departments are popular.

Long-term cooperation with the Tomsk Research Institute of Balneology and Physiotherapy and Irkutsk State Medical University allows the sanatorium to consistently improve and develop new methods for treating patients with specialized diseases.

Since 2005, the Sayany sanatorium has been fulfilling the important task of the Social Insurance Fund of the Russian Federation - to accept citizens of preferential categories for treatment, in accordance with Federal Law No. 122 of August 22, 2004. More than 6 thousand beneficiaries from Buryatia, Kuzbass, Altai have undergone a course of health-improving treatment here. Trans-Baikal Territory, Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayan Mountains»

Sanatorium "Sayany" has developed infrastructure for excellent relaxation and entertainment for every taste: a swimming pool with a lane length of 24 m is open all year round, a beauty parlor, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, a children's play salon, sports grounds, cafe "Altan Serge", rental of sports and tourist equipment is organized, theme evenings and discos are held. In a beautifully decorated concert hall Local artistic groups often perform. For vacationers, excursions are organized around the picturesque surroundings of the resort - to the craters extinct volcanoes, in the existing datsan, near the waterfalls, all kinds of entertainment and sports events are held.

Additional medical services include: preventive treatment and dental prosthetics, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty room, oxygen cocktail, underwater shower-massage, autogravitational spinal traction, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, speleotherapy room, bowel monitor room, electrocardiography room, physio room. The Sayany sanatorium hosts qualified doctors and specialists who will help you carry out the necessary examinations, prescribe treatment, and provide advice. Exercises in health groups have a beneficial effect on treatment, gyms, measured walking along forest paths (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win the difficult competition in the accommodation market.

As a result of the presence of a complex of natural healing factors and highly qualified specialists, the effectiveness of treatment at the Arshan resort is high and amounts to 95% or more, depending on the initial state of the body and the nature and severity of the disease.

Conclusion

Result: As a result of the work done, I understood in detail the various types of additional services, as well as the methods of providing them, and learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

Conclusion: The service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important.

A high level of service helps the hotel to establish itself in the tourism services market from the best side and attract more clients.

A hotel is an enterprise designed to provide people away from home with accommodation, food and various additional services.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, their location and purpose, level of comfort and other reasons. Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts within which any additional services exist can be considered justification and expediency.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing more and more stable income over time. Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The current trend in the development of the hotel business is that accommodation companies are diversifying their product, trying to offer the maximum number of additional services.

If earlier the presence of a large number of additional services indicated the “star quality” of a hotel, now additional services are the “face” of an accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. While remaining basic, the accommodation service is taken for granted by guests. The services that make this hotel stand out from others are of increased interest. In most cases, these services are additional.

Listusedliterature

1. Baylik S.I. Hotel management: organization, management, maintenance / S.I. Baylik. - Kyiv: Alterpress, 2002.

2. Bondarenko G.A. Management of hotels and restaurants. - M.: New knowledge, 2001.

3. Brymer R.A. Fundamentals of management in the hospitality industry / Transl. from English - M.: Aspect-Press, 2003. - 254 p.

4. Brashnov D.G. Hotel service and tourism. - M.: Alfa-M, 2011

5. Vagen L. Hotel business: Textbook. - Rostov-on-Don: Phoenix, 2006.- 471 p.

6. Glebov A. Competitiveness/A. Glebov//Marketing. - 2005. - P.11.

7. Hotel business. S. Medlik, H. Ingram. Ed. "Unity-Dana". Moscow 2005.- 361 p.

8. Gracheva O.Yu. Organization of tourism business: technology for creating tourism products: educational and practical guide. - M.: Dashkov and Co., 2010.

9. http:// russia-smolensk.ru

10. http:// hotel-new.ru

Application№1

Table№1

	Briefdescriptionnumbers
Apartment for 4 persons (2 main beds, 2 additional beds)	Isolated room of 3 rooms. One bedroom has two single beds, the second bedroom has one family bed. TV, microwave, iron, electric kettle, refrigerator, full* bathroom in the room.
Junior Suite for 2 persons	Isolated room of 2 rooms. 1 family bed or two single beds. TV, electric kettle, iron, refrigerator. Full bathroom in the room.
Double with shower	Isolated 1-room suite with 1 family bed. TV, refrigerator, electric kettle, full bathroom in the room.
2-seater in section	1-room suite in a section of two double rooms. The room has two single beds. Full bathroom per section. Refrigerator per section.
2-bed without shower	Isolated 1-room suite with two single beds. TV, refrigerator, partial** bathroom in the room.
1-seater in section	1-room suite in a section of two single rooms. The room has 1 double bed, armchair, TV, refrigerator, electric kettle. Full bathroom per section.

Application№2

Table№2

	Accommodation1day	Travel package(accommodation + custom meals + comprehensive spa treatment) 1 day	Travel package10 days	Travel package12 days	Kursovka (accommodation + custom 1 day	Travel packagechildren's from4 before14 years(accommodation + custom meals + comprehensive sanatorium-resort 1 day
Suite 4-bed (2 main beds, 2 extra beds)
Junior Suite for 2 persons
Double with shower 239, 240
Double room in a section for 4 people.
2-bed without shower
Single room in a section for 2 people.
Single with shower 219 additional place
Travel packageV DEPARTMENTRTD sanatorium "Sayany" (double room in section)	1 day	7 days	10 days	12 days	15 days
Total:

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