Basic and additional services in hotels. Technology of providing additional services in the hotel

The hotel business is the sphere of providing various services of a material and non-material nature. It is closely related to the degree of development in the country of business tourism and recreation.

Actually, the tourist business can not exist without hotel enterprises. Its development entails an increase in the proportion of permanent income and, as a result, leads to an expansion of the list of services provided, and, most importantly, to improving the quality of services.

The main product of hotel activities

The hotel is designed for temporary residence of people, and the main product of its activities is the provision of accommodation services. For the hospitality industry, that the fact of the formation of a product (service) has occurred, it is necessary for the presence and active participation of two parties: the hotel staff and the client. The receiving party does not become the owner of the produced product, but is its consumer. Services - this is an intangible product, they are needed to meet the current needs of customers, that is, its provision in time and space is fixed, but the product is not subject to storage or transportation. Demand for hotel services may fluctuate from the time of year. Variability and impermanence are different. But customers can not measure the received service. You will not see her and you will not hear. There will be internal feelings and memories that customers can share with their relatives or friends, and this affects the reputation and, as a result, the income of the hotel company.

Types of hotel services

There are basic and additional services in the hotel. They, in turn, can be free and paid. The main place is invariably the accommodation and catering of customers. The main element in the accommodation are hotel rooms. They are of different categories and functional purpose and serve for the work and leisure of customers. Tourists on vacation use hotel rooms mainly for sleeping. Therefore, mandatory attributes in them are a bed, a nightstand or a night table, a chair or an armchair, a wardrobe, a trash can. In addition to the listed business rooms, there are corresponding furniture and equipment for work.

The category of rooms is determined by the components of the comfort level. Criteria for evaluation are many - this is the state and technical equipment of the room, amenities, catering facilities, the surrounding area, access roads and others. There is no common classification by classes in the world, because in different countries understanding of the level of comfort is different, and evaluation systems are different. Common criteria are location, capacity, functional purpose, duration of operation and length of stay of customers, provision of food, price level. Accommodation and food services are perceived by customers of different categories already as an ordinary matter. But the additional and accompanying services in the hotel distinguish it from other enterprises of a similar type and serve as a subject of increased interest of tourists.

Registration and payment for basic services

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

When registering a contract, the list of services, which are included in the payment for the room, and additional services in the hotel, provided for a fee, are stipulated. Employees of the hotel do not have the right to provide services for a separate fee not from the list or to replace some services with others without agreement with the client. A guest has the right not to pay for such a service. The price for accommodation in the room, the order and the form of payment are determined by the contractor. The consumer can not appeal against them without substantial reasons. You can pay by day or by hour with the time of calculation. Accordingly, certified hotels develop a list of preferential categories of customers and the order of payment for them. All of the above information And additional services provided by hotels, as well as telephones of higher organizations, rules and laws, certificates, instructions, information about the work of the enterprises located in the hotel and other important information should be conveniently placed for acquaintance of clients in the premises where the contract is drawn up.

Services included in the payment of the room

In payment for hotel accommodation above the third class usually include:

• Booking a room directly in the reservation department, by phone or via the Internet.
• Organization of various methods of payment for the number and correct registration of the account.
• Very important obligations that the hotel security service assumes are security of living and safety of personal belongings in the room or luggage space, and for luxury hotels in the rooms there must be a safe.
• Organization of information service, porter, porter services.
• Organization of maid service, i.e. cleaning of the room.
• The cost of the room includes the cost of toiletries in the bathroom, satellite TV.
• Organizing 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 service of accommodation.

Additional free services

It is possible to provide additional services free of charge in the hotel. Obligatory services are emergency medical services or the use of a medical kit. Optional - these are currency exchange services, quick registration for check-in and check-out, provision of equipment for special categories of clients, for example, disabled people; Concierge, delivery to the room of newspapers and magazines, telephone, internet. These additional services in the hotel first and second class can be absent or provided for a fee.

Additional services for a fee

Tourist complexes and full-service hotels with high and medium level of comfort provide a wide range of services that are paid separately. The organization of additional services in the hotel is carried out to meet the most diverse requests of its guests. In the hotel business, this is called a service. This type of service is built on the principles of supply and demand. The technology of providing additional services in the hotel is such that the staff is not imposed, but offer new services, and the client, in turn, chooses what he needs. A list of these services with the prices and hours of work of the enterprises that provide them, in high-end hotels, is usually provided to customers when settling in, it is in the room or at the reception desk on the floor. Hospitality industry enterprises should strive to ensure that the available additional services in hotels fully meet the needs of customers. In the hotel they should have a convenient location for tourists and optimal hours of operation. The personnel of these enterprises must work with different services of the hotel or tourist complex in a single effort to provide their services in the best quality.

Possible list of additional services

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

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

• No less important services are entertainment companies, discos, nightclubs.
• Transportation services include booking tickets for all types of transport, ordering a taxi and any motor transport, car rental.
• Enterprises of consumer services. There is a very large list of paid services. First, everything related to the repair of clothes, shoes, equipment. Rent from the kettle to the latest electronics and exercise bike. Keeping expensive things. Be sure to have a hairdresser or salon, often with a massage cabinet, and much more.

• At the disposal of clients of tourist complexes is a sauna, a sauna, a health complex with a swimming pool and a gym.
• Additional services are provided in hotels for tourists who are vacationing the whole family. They often use the help of a nanny, educator, who can communicate in their native language for their children. Provide care and supervision of animals owners who travel with their pets.

Everything for combining recreation and business meetings

For tourist hotel complexes, a separate list is provided by the enterprises of excursion service. In this part everything is from providing information about available trips to organizing it in full with a guide-interpreter. For business clients and business events in hotels provide services of conference halls, business centers, meeting rooms. And in the evening for them organize trips to the theater or concert hall.

Unusual services

And there are rare and unusual services, which are the hallmark of some enterprises of the hotel business. Such hotels have their own clients. For example, lovers of a sound sleep in complete silence can go to New York. The hotel administration The Benjamin and special night concierge care about the sleep of the guests. The floors and steps in the corridors are covered with soundproof carpets, and after midnight the fly will not fly, you can sleep peacefully. And if you are a young couple and want somehow in a special way to be remembered for life, to hold your marriage, you can contact the tourist bureau, and you will pick up a hotel on exotic islands and arrange a wedding according to the customs of the Aboriginal tribe. Only when you return home, do not forget to legalize your relationship or grab a marriage registration worker with you to the islands. But specify, maybe he's a client of a quiet London hotel, where for his guests, as in the last century, before going to bed, the concierge warms the bed with his own body. The modern trend is this: if before the additional services in hotels and their number spoke about the star rating of the tourist business enterprise, now the high quality of these services makes the "face" of the first class hospitality enterprise.