Paid hotel services. Abstract: Basic and additional hotel services. Additional services in hotels in more detail

Hotel rooms are filled with free amenities just waiting for adventurous travelers to take advantage of them.

Since many of these items are not included in the rooms, guests often don't even realize they are available, and available for free!

Business Insider journalists spoke with representatives of the Hilton Worldwide and Starwood Hotels and Resorts have put together a list of free hotel extras that you should know about so you can take advantage of them on your next trip.

(Photo: Justin in SD via Foter.com / CC BY-NC-SA)

It turns out that you can get a lot of things for free at the hotel - from renting a GoPro camera to curling irons delivered directly to your room:

  • Better pillows
  • Car rental
  • Yoga mats
  • E-books
  • Ziploc bags
  • Night lights
  • Entertainment for children
  • GoPro rental
  • Board games
  • Sports supplies
  • Special offers

Additional services in hotels in more detail

Phone chargers and adapters

If you forgot your charger at home or simply don't have a suitable adapter, go to the reception desk - they have spares.

Hotels offering free charging include Kimpton, Hyatt and Sheraton Puerto Rico, which recently introduced chargers for the most different models phones.

Better pillows

Some hotels offer a "menu" of pillows that allow guests to choose a pillow of their choice based on firmness, shape and sleeping habits.

Some pillows help reduce snoring, while others are ideal for those peaceful mornings when you want to snuggle up in bed. The Conrad hotel chain allows guests to choose the right pillow or even reserve their favorite pillows through the mobile concierge app. Acqualina Resort & Spa also offers this service free of charge.

For those ladies who forgot to put curling or straightening irons in their suitcase, some hotels are ready to help out. In hotels of the Hyatt, Kimpton and W Paris-Opéra chains, a similar service is included in the list of free services upon request.

Car rental

Free rental of a high-quality car. Thompson Chicago has a deal with Lexus that allows guests to test drive vehicles such as the LS 460 executive sedan, the luxury 8-passenger crossover or the IS 350 convertible for four hours.

The Rancho Valencia Resort & Spa hotel chain offers 3 Porsche models: 911 convertible, Panamera Hybrid and Cayenne GTS, which can be used for up to 4 hours a day after advance reservation from a hotel employee.

Guests of the Beverly Wilshire Hotel have access to a chauffeured Rolls-Royce Phantom on a first-come, first-served basis from 8:30 a.m. to 11:00 p.m. The driver will take you anywhere within a 5 km radius.

Yoga mats

For those who like to exercise and when traveling, hotels have prepared yoga mats that you can rent for free and use in your room.

Hyatt hotels and Affinia hotels in New York and Washington, and W Retreat & Spa on Vieques Island, Puerto Rico, are just a few of the hotels that offer free mats.

A sewing kit is a lifesaver in cases where a hole appears on your clothes or a button suddenly comes off. Fortunately, many hotels will always have such a set if someone suddenly needs it.

Here are some hotels that provide sewing kits as gifts to guests: W South Beach, W Retreat & Spa on Vieques Island (Puerto Rico), Hilton Hawaiian Village Waikiki Beach Resort, Casa Marina.

E-books

Trump Soho, Revere Hotel Boston Common, and The James New York are just a few of the many hotels where you can relax by the pool with your e-reader rental in the summer.

Toothpaste and mouthwash

Basic personal hygiene items such as mouthwash or toothpaste are often provided at hotels. Conrad Hotels, Waldorf Astoria, Best Western and many others offer them as company gifts.

Guests also often find shaving cream and dental floss in their rooms.

Perhaps your nail polish chipped off during your trip, or you didn't have time to remove it before leaving. In any case, nail polish remover wipes will help solve the problem - and for free.

If necessary, they are provided at Affinia hotels, Omni hotels and Wyndham hotels.

Ziploc bags

Ziploc plastic bags are good for packing before departure. Some companies, including Oil Nut Bay and Kimpton, offer them at no additional cost.

Night lights

For those traveling with children or who want to make their room brighter, some hotels, such as the Kimpton and Aqualina Resort & Spa, may offer a night light.

Entertainment for children

Instead of packing all of your child's toys on the road, try asking for new ones when you check into your hotel. Many hotel chains offer baby treats, from crayons and geographic scratch maps (which you can use to mark the places you've been) to bath toys.

AlSol Hotels & Resorts, Hilton Waikoloa Village, and Casa Marina, A Waldorf Astoria Resort will keep your kids entertained. And besides, it's completely free.

GoPro rental

When additional outlets are needed, the best solution is an extension cord. Don't take too much with you, just ask at the front desk the next time you're at the hotel. Some hotels definitely have them.

The Hilton West Palm Beach and Kimpton hotels are just a few.

Board games

Whether for children or adults, most hotels have prepared board games for their guests. If someone suddenly wants to play, the game will be brought directly to the room by employees of the Dorchester Collection and Corinthia Hotel. Or you can take part in a board game competition - for example, at the Los Suenos Marriott Ocean & Golf Resort.

Sports supplies

In addition to yoga mats, there are many other sports equipment that you can rent. For example, Westin hotels have an agreement with New Balance, a sportswear manufacturer, that the hotel chain can sell their brand of shoes and clothing to guests for as little as $5. Just indicate the size of your clothes and shoes, and the order will be delivered to your room.

Hyatt hotels offers its guests free dumbbells, and Hilton Garden Inn offers its Stay Fit Kit as a gift - it includes elastic bands for Pilates, a yoga mat, wrist straps, large elastic balls (fitballs), 1.5 kg dumbbells , expanders.

Special offers

Some hotels organize special events and even organize courses. So when checking into a hotel, be sure to ask the hotel staff about the opportunities you can take advantage of during your stay.

A few examples of such offers: free Spanish courses at the Los Suenos Marriott Ocean & Golf Resort, glowing bocce balls and other outdoor play equipment at the Hilton West Palm Beach.

Based on materials from Business Insider.


Content

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

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

Conclusion
Bibliography

Introduction

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

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

      The concept and essence of additional services in a hotel
The services provided to the guest are largely determined by
to what extent the hotel will have a constant income and, accordingly, the possibility of expansion hotel business.
A service is any activity that one party (the hotel enterprise) can offer to another (the customer), an intangible action that does not result in ownership of anything. Its representation may be associated with a material product. The services provided in hotels are basic and additional. Basic services include accommodation and food. The range of additional services varies depending on the star rating of the hotels. Basic services include: accommodation and meals in accordance with the “Rules for the provision of hotel services” 1.
The following services can be provided to guests at no additional charge: :
calling an ambulance;
using a first aid kit;
delivery to the correspondence number upon receipt;
wake-up at a certain time;
provision of boiling water, needles, threads, one set of dishes and cutlery.
Services provided in hotels are divided into basic and additional. They can be free or paid.
In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid additionally.
The list and quality of paid additional services must comply with the State Hotel Classification System. 2
Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by the presence of a huge list of additional services:
· catering services (bar, restaurant, cafe,
buffet, beer bar);
· shops (souvenir, grocery), vending machines;
entertainment infrastructure (disco, casino, night club, hall
slot machines, billiard room);
· excursion services, guide-translator services;
· organizing the sale of tickets to theaters, circuses, concerts, etc.;
· child care, provision of tutors and nannies, speaking
in the child’s native language;
· caring for animals that travel with their owners;
· transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
· purchase and delivery of flowers;
· sale of souvenirs, postcards and other printed materials;
· household services (shoe repair and cleaning; clothing repair and ironing;
dry cleaning and laundry services;
storage of things and valuables; unloading, loading and delivery of luggage to the room;
rental of cultural and household items - televisions, dishes, sports equipment, etc.;
watch repair, household appliances, radio equipment;
hairdressing salon, manicure and massage parlors and other household services);
· services of beauty salons and hairdressing salons;
· sauna, bathhouse, swimming pools, gym;
· rent of meeting rooms, conference halls;
· business center services;
· currency exchange;
· other services.
A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry. The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you cannot force services. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services.
The list of services depends on the hotel category. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. However, everywhere they should strive to ensure that the range of services fully meets the needs of guests.
Businesses providing services must be located in an accessible location (most often on the ground floor). There should be information in the lobby, on the floors, in the rooms about how and where to get services, and the opening hours should be convenient for guests. 3
When providing any services, staff must show tact and correctness. When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, upon departure, residents are asked to fill out short questionnaires, which are submitted to the reception service, and then they are studied by the advertising and marketing service.
Additional or other services include the offer of a swimming pool, sports halls, conference rooms, meeting rooms, car rental, dry cleaning services, laundry, hairdresser, massage room and a number of others. 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. This is confirmed by the activities of many well-known hotel enterprises. For example, other services aimed at providing the opportunity to engage in various sports come first in the range of services of the German Robinson Club hotel chain, consisting of 30 hotels. Due to the constant emergence of new services and forms of service on the hotel market, the above typology is very conditional. However, such a division is important for understanding the management features of each type. Within the given types, as a rule, there are many varieties.
Hotel revenue from providing additional services to their guests occupies a fairly significant place in the income of any hotel. According to paragraph 4 of the Provision Rules hotel services the hotel is obliged to promptly provide the consumer with the necessary and reliable information about services, ensuring the possibility of their correct choice.

1.2 Types of additional services and related hotel services

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

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

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

1.3 Additional services food and excursion services

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

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’s walls, which will have a positive effect on reviews and the level of service.

Large hotels and 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 tour 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

Creating 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 hotel occupancy in 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

The hotel business is the sphere of providing various services of a tangible and intangible nature. It is closely related to the degree of development of business tourism and leisure in the country.

Actually, the tourism business cannot exist without hotel enterprises. Its development entails an increase in the share of regular income and, as a consequence, leads to an expansion of the list of services provided, and most importantly, to an increase in the quality of service.

hotel activities

Types of hotel services

There are basic and additional services at the hotel. They, in turn, can be free or paid. The main ones invariably remain accommodation and food for clients. The main element when placing are hotel rooms. They come in different categories and functional purposes and are used for work and leisure of clients. Tourists on vacation use hotel rooms primarily for sleeping. Therefore, the obligatory attributes in them are a bed, a bedside table or night table, a chair or armchair, a wardrobe, and a waste basket. In addition to the above, business rooms contain appropriate furniture and equipment for work.

The category of rooms is determined by the components of the comfort level. There are many evaluation criteria - the condition and technical equipment of the room, amenities, food establishments, surrounding area, access roads and more. There is no uniform classification by class in the world, because in different countries understanding of the level of comfort is different, and assessment systems are different. Generally accepted criteria are location, capacity, functionality, duration of operation and length of stay of customers, food provision, and price level. Accommodation and food services are perceived by clients of different categories as commonplace. But additional and related services in the hotel distinguish it from other enterprises of a similar type and are the subject of increased interest among tourists.

Registration and payment for basic services

Comfortable hotels provide round-the-clock and daily reception and registration of clients.

When drawing up an agreement, the list of services that are included in the payment for the room and additional services in the hotel, provided for an additional fee, must be specified. Hotel employees do not have the right to provide services for a separate fee not from the list or replace one service with another without the consent of the client. And the guest has the right not to pay for such a service. The price for staying in a room, the procedure and form of payment are set by the contractor. The consumer cannot appeal against them without significant reasons. It is possible to pay by the day or by the hour, indicating that appropriately certified hotels are developing a list of preferential categories of clients and payment procedures for them. All of the above information and additional services provided by hotels, as well as telephone numbers of higher-level organizations, rules and laws, certificates, instructions, information about the work of enterprises located in the hotel and other important information should be conveniently placed for clients to familiarize themselves with in the room where the contract is being drawn up.

Services included in the room rate

Payment for hotel accommodation above third class usually includes:

  • Services for booking a room directly at the reservation department, by phone or via the Internet.
  • Organization of various payment methods for the room and correct invoice preparation.
  • Very important obligations that the security service of a hotel enterprise undertakes is to ensure the safety of residence and the safety of personal belongings in the room or luggage compartment, and for luxury hotels there should be a safe in the rooms.
  • Organization of information service, porter, porter services.
  • Organization of maid services, i.e. room cleaning.
  • The room rate includes the cost of toiletries in the bathroom and satellite TV.
  • Organization of meals from morning coffee to all inclusive.

The higher the class of the hotel company, the longer this list and, naturally, the more expensive the accommodation service.

Additional free services

Additional services may be provided free of charge at the hotel. Services are required medical care or using a first aid kit. Optional services include currency exchange services, quick check-in and check-out services, provision of equipment for special categories clients, such as people with disabilities; concierge, delivery of newspapers and magazines to your room, telephone, internet. These additional services in a first and second class hotel may not be available or may be provided for an additional fee.

Additional services for a fee

Tourist complexes and full-service hotels with high and medium levels of comfort provide a large range of services that are paid separately. The organization of additional services in the hotel is carried out to satisfy the most diverse requests of its guests. In the hotel business this is called service. This type of service is built on the principles of supply and demand. The technology for providing additional services in a hotel is such that the staff are in no way imposed, but rather offer new services, and the client, in turn, chooses what he needs. A list of these services with prices and opening hours of the companies providing them is usually provided in high-comfort hotels to clients upon check-in; it is in the room or at the reception desk on the floor. Hospitality industry enterprises need to strive to ensure that the available additional services in hotels fully satisfy the needs of customers. In the hotel, they should have a convenient location for tourists and optimal opening hours. The staff of these enterprises must work with various services of the hotel or tourist complex in a common desire to provide their services in the best quality.

Possible list of additional services

It is clear that the list and additional services themselves are different in hotels of different classes, but the main ones are usually similar.

  • First of all, these are the services of catering enterprises: buffets. For these enterprises, it is important that the client has the opportunity to have a snack at any time of the day. Services of grocery and industrial stores and souvenir shops.

  • No less important are the services of entertainment enterprises, discos, and night clubs.
  • Transport services include booking tickets for all types of transport, ordering a taxi and any vehicle, and car rental.
  • Consumer service enterprises. There is a very large list of paid services. Firstly, everything related to the repair of clothes, shoes, and equipment. Rental from a kettle to the latest electronics and an exercise bike. Storing expensive items. There is definitely a hairdresser or salon, often with a massage room, and much more.

  • At the disposal of clients tourist complexes bath, sauna, health complex with swimming pool and gym.
  • Additional services are provided in hotels for tourists traveling with the whole family. They often use the help of a nanny or teacher who can communicate in their children’s native language. They provide animal care and supervision to owners traveling with their pets.

Everything for combining leisure and business meetings

For tourist hotel complexes, a separate list includes enterprise services excursion services. This part contains everything from information about available trips to organizing them in full with a guide-translator. For business clients and business meetings, hotels provide the services of conference rooms, business centers, and meeting rooms. And in the evening, trips to the theater or concert hall are organized for them.

Unusual services

And then there are rare and unusual services that are the hallmark of some hotel businesses. Such hotels have their own clients. For example, those who like to sleep soundly in complete silence can go to New York. The administration of The Benjamin Hotel and special night concierges take care of the guests' sleep. The floors and steps in the corridors are covered with soundproofing carpets, and after midnight no fly will fly by, you can sleep peacefully. And if you are a young couple and want to celebrate your wedding in a special way that will be remembered for a lifetime, you can contact the travel agency and they will find you a hotel for exotic islands and they will arrange a wedding according to the customs of the Aboriginal tribe. Just when you return home, do not forget to legalize your relationship or take a marriage registration service worker with you to the islands. But check, maybe he is a client of a quiet London hotel, where for its guests, as in the last century, the concierge warms the bed with his own body before going to bed. The modern trend is as follows: if earlier additional services in hotels and their number spoke about the star quality of the tourism business enterprise, now high quality These services make the “face” of a first-class hospitality enterprise.

Services provided by hotel enterprises are divided into basic and additional. The main services of the hotel include accommodation services.

Additional services are services provided by a hotel enterprise to the consumer for an additional fee, with the exception of free additional services. Additional types of services are divided into additional free services and additional paid services. The “Rules for the provision of hotel services” regulate the list of additional services that the hotel enterprise is obliged to provide to the consumer without additional payment. This list includes the following services:

  • - Call an ambulance.
  • - Use of a first aid kit.
  • - Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the guest’s request.
  • - Delivery to the correspondence number upon receipt. Guest mail may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail, and personal notes left for guests. The classification system for hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including the delivery of correspondence. For guests staying in all 4 and 5 star hotels, the dispatch and delivery of registered mail is provided; and for guests staying in a 5-star hotel there is also telefax delivery. All correspondence received in the name of guests is stamped. The stamp indicates the time and date of receipt. Mail is usually placed in a special box at the reception desk. The guest must be immediately informed of the receipt of correspondence addressed to him. If correspondence was received before the guest’s arrival, a note about this should be made in the room reservation log and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests may also receive registered letters, express parcels or other mail that requires a signature upon receipt. This signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after a guest's departure must be sent to the guest's permanent address. During the stay of guests, speed is essential for fax transmission, safety for registered mail, integrity for parcels; Each type of mail requires its own standard procedures.
  • - Wake up the guest at a certain time. Very often, guests need a morning wake-up call. When a client receives a wake-up request, the administrator must fill out a “Wake-Up” service form. The administrator on duty is responsible for providing this service. A big advantage for a hotel is to be equipped with an automatic wake-up system, since even for a small hotel, waking up with the help of a telephone operator can be a problem, since most guests ask to be woken up at the same time - 7 o'clock.

Many hotels also provide the following services at no additional charge.

  • - Preparation and delivery of tea and coffee to your room (not including the cost of tea, coffee, sugar).
  • - The provision of a baby cot in the room is carried out by the housekeeping service.
  • - Call a taxi from the city taxi service. When a taxi order is received from the city service, the hotel administrator who accepted the order must fill out the “Order a Taxi” service form. The administrator on duty is responsible for the performance of this service.
  • - Toe cap hand luggage at the guest's request. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first responsibilities of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid for with tips - the hotel organizes a queue of bellboys in order to receive the same tips.
  • - Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception service or information desks located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To make it easier for their consumers to navigate, some hotels publish and provide information guides to guests. Such directories usually include simplified maps of the city, telephone numbers for taxis, airports, train stations, banks, churches, various shops, schedules of the most important, recurring events and other information. A computer information terminal is installed in the lobby of some hotels for this purpose. This ensures that guests are less likely to distract staff from their main work and save their time.

For an additional fee, hotels provide various types of services. These are household, transport, sports, business services, tourist and excursion, entertainment and other types of services.

Let's look at the main ones.

Domestic services:

  • 1. Laundry services (washing, dry cleaning, ironing, clothing repair). If a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about this. Orders for clothing repairs are processed in a similar way. Laundry and cleaning order forms are available in each room. There are also instructions on how to hand over your clothes for washing. Items handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry operating hours: washing and ironing open seven days a week, dry cleaning all days except Saturday, Sunday and holidays. An iron and ironing board can be rented upon guest's request.
  • 2. Urgent repairs and shoe cleaning. Many hotels have shoe repair shops. Shoe cleaning machines are installed in the lobbies of upscale hotels.
  • 3. Storage of personal belongings of residents:

Luggage storage. When accepting items, the employee responsible for this area of ​​work records the guest's name, room number, number of pieces of luggage, luggage storage period and issues a corresponding luggage token. As a rule, storage of hand luggage of no more than two pieces is provided free of charge; storage of large items is subject to a fee according to the tariff.

Deposit cells (safes). This is one of the ways to store valuables. They are located in the reception area. The principle of operation of the deposit safe is that there are two keys, one of which is kept by the administrator, the other is given to the guest. It is possible to open the locker only if both keys are available, that is, in the presence of the guest and the hotel employee. When using a safe deposit box, you must comply with a number of formalities and maintain appropriate documentation.

Individual electronic safes located in the guest room, in a place convenient for the guest. In some hotels the cost of use is included in the room price, but in most hotels it is additional paid services. hotel tourist service trend

Household services also include rental of cultural and household items (dishes, towels, sports equipment and others), as well as minor repairs of watches, electric shavers, radio, film, and photographic equipment; photographic works.

Transport services. Transport services are one of the important types of services in modern hotel complexes. These include: booking tickets, ordering a taxi, renting a car.

1. Booking tickets for various types of transport. Currently, ticket booking is carried out using the latest information technology. Some global computer networks have achieved great success in this. American companies are the main supplier software for European systems. Thus, the System One company provides programs for the Amadeus system.

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global unified computer reservation system. Airfare accounts for the bulk of bookings. Booking tickets for various types of transport is carried out with the help of travel companies, usually located in the hotel lobby, or the travel company has direct contact with companies providing ticket booking services.

  • 2. Car rental. The provision of this service is subject to certain requirements. The tourist's age must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and driver's license (Russian or international). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only with a credit card. The rental price depends on the class of the car. Before signing a car rental agreement, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, rental fees include: unlimited mileage of the car; delivery of a car to a tourist within the city; repair or replacement of the vehicle in case of technical malfunction(except damaged tires, windshield or engine); full insurance in case of a traffic accident not due to the driver’s fault (if at the time of the traffic accident the driver was intoxicated, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance for passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
  • 3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

When ordering a taxi from the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination. The card is issued by the administrator who works on the ground floor of the hotel. The completed card is given to the driver, since the guest may be a foreigner. Payment for the taxi is made by the guest himself to the taxi driver - depending on the route of the trip.

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued and given to the driver. The hotel’s own taxi service is organized if the hotel has its own parking lot and garage Vehicle. All cars have a hotel logo (name, emblem), taxi service telephone number, and so on. As a rule, each hotel provides parking services, since many clients travel by own cars.

Business services. Business center services:

  • - use of satellite long-distance, international telephone and fax communications;
  • - copying, laminating, stitching;
  • - providing the guest with a computer for use or installing a computer in the room (at the guest’s request), performing work on the computer;
  • - provision of translation work ( written translation, simultaneous interpreter services);
  • - provision of secretary and stenographer services;
  • - editing;
  • - rental of video and audio equipment;
  • - ability to work on the Internet;
  • - rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open 24 hours a day or on weekdays from 7.30 to 23.00, on weekends and holidays- from 9.00 to 200.

Service bureau services include:

  • - order train tickets, reservation of seats and confirmation of reservation for flights;
  • - organizing excursions and tours, ordering tickets and organizing visits to theaters, concert halls, museums, exhibitions, stadiums;
  • - provision of information and reference material and other services.
  • - Service bureau operating hours: around the clock or on weekdays - from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Sports and recreation services:

  • - Sports and fitness center services. The sports and fitness center is a range of services, including the use of indoor and outdoor swimming pools, visiting solariums, swimming pools with hydromassage, jacuzzi, saunas (Turkish, Finnish), gyms, as well as massage, aerobics, water aerobics, etc. Visitors to the wellness center are provided with bathrobes, slippers, towels, and personal hygiene products. A mandatory requirement is the presence of experienced specialists (trainers, medical workers) with appropriate qualifications.
  • - Beauty salon services (hairdressing, cosmetology, manicure and massage rooms). If desired, the guest can be served in the room; in this case, these services have an extra charge.

Tourist and excursion services. Almost every modern hotel has an excursion and tourism bureau and a translation agency. They provide translation services, conducting excursions around the city or region, selling tour packages to various regions country or abroad.

Communication services. Telephone city, long-distance and international communications must be carried out around the clock. Sometimes telephones installed in rooms are equipped with a signal indicator light, this is a conventional sign that there is a message addressed to the guest at the reception service. These conventions must be known to hotel residents.

You can also highlight trade services provided by various retail outlets located on the hotel premises.

High-class hotels are required to provide special services to such categories of consumers as the disabled, the blind, people with disabilities, the elderly, and children. Guests using 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 from staff.

Some expensive hotels provide the guest with the services of a personal servant who looks after the guest’s wardrobe.

Thus, the services provided at the hotel can be divided into several levels:

  • - the main hotel product (rooms and minimum requirements for them);
  • - related hotel product: services or goods necessary for the consumer to use the main product (telephones, laundry/dry cleaning services, transportation, etc.);
  • - an additional hotel product that gives the main product additional benefit and helps to distinguish this product from the offerings of competitors (for example, a beauty salon, a cinema and concert hall, a tour desk, etc.).

The composition of additional services in the tourist and hotel complex is not limited to the above list of additional services. Modern hotels strive to expand the range of additional services offered as much as possible.

Thus, today we can identify the following main trends in the development of modern hotel industry:

  • 1. Extending the scope of interests of the hotel business to products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). Development of such segments of the hospitality industry as the entertainment industry, including the gambling business, theme parks, congress activities have transformed previously unattractive resort and tourist areas into fashionable tourist destinations.
  • 2. The growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If previously the differences between hotels of different classes were significant, now the bar for the “lowest standard” has been significantly raised: even fairly cheap hotels provide high-quality service and a minimum set of amenities.
  • 3. Strengthening the specialization of the hotel business makes it possible to more clearly target certain consumer segments, taking into account various characteristics. Thus, taking into account the price level, three segments were clearly defined - low (budget), medium (economical) and high (luxury). In addition, segmentation is carried out by purpose of travel, by age, by type of work activity of consumers and by other characteristics.
  • 4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

Large hotels offer their potential guests tours of their hotels without leaving their homes. Thus, website visitors can get acquainted with the interiors of hotels, menus of restaurants and bars, and receive a variety of background information.

Thus, the main trends listed above modern development hotel industry are ultimately aimed at solving the main problems:

  • - search for your own competitive advantages;
  • - creating a stable clientele through the ability to find your consumer;
  • - searching and creating new ways of development, constantly updating our own policies, taking into account the dynamically developing market of hotel and tourism services.

 

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