Serving guests during the stay of small hotels. Coursework: The cycle of guest service from pre-ordering to leaving the hotel complex for approx. The process of serving guests in a mini-hotel

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Introduction

2. Reception, accommodation and discharge of guests

Conclusion

Introduction

From April 21, 2014 to May 16, 2014, I had an internship at the Meridian Hotel, which is located at the address of Murmansk on the Pyati Uglov square. A ten minute walk is the railway, bus and sea stations.

The purpose of the internship is: consolidation and deepening of theoretical knowledge, acquisition of practical skills for independent work, study of the experience of organizing and managing an enterprise.

Taking into account the requirements for a modern leader, suggesting a creative approach, the task is not only to study the experience of the organization in which the internship is taking place, but also to develop recommendations and suggestions for improving the efficiency of its activities.

The tasks are: accepting booking orders from consumers; informing the consumer about the booking; reception, registration and accommodation of guests; providing information to guests about the services at the hotel; preparing invoices and organizing the departure of guests; provision of catering services to the rooms; keeping records of equipment and inventory; selection of a hotel product; development of practical recommendations; participation in the development of a marketing mix.

1. Booking hotel services

The functions of the reservation service include: accepting applications for booking rooms, processing them, as well as drawing up the necessary documentation (check-in schedule for every day, for a week, for a month, for a quarter, for a year). On the basis of the available data, the service compiles a guest card index, maintains statistical records and provides the data to the marketing department for further analysis. Applications can be accepted orally, by phone, by mail, or via an electronic booking system. Each application must contain the following details: date, day and time of arrival; date, day and estimated time of departure; room category, number of people; room services; catering services; price; who will pay (surname); type of payment (cash or non-cash, settlement through a company, by credit card); special requests (pre-book a table in the restaurant, transfer, pet in the room, etc.).

Processing applications. After receiving the application, a special form is filled out, after which the client is sent the receipt of the application or a refusal. At the same time, a written confirmation is sent to an application received orally or by phone within one day. An application sent by mail is answered in writing, and it is sent by mail within one to two days. After confirmation, each application is entered into the electronic booking system. If there have been any changes in the booking, or the application has been canceled, then this is recorded by the service employees, for which special forms are also used. For convenience and clearer work, forms are used in different colors. In their activities, hotel enterprises very often use guaranteed booking of accommodation services, which implies the responsibility of the hotel to keep a free room for a guest until a certain time after the expected date of his arrival. In turn, the guest assumes the obligation to pay for the reserved room even if it is not used, if the cancellation procedure has not been carried out. Usually, a guaranteed reservation is provided after prepayment for accommodation services, which is carried out in the following ways: full prepayment for services; payment for services by credit card (the hotel blocks a certain deposit on the guest's bank account, usually in the amount of payment for one night of stay); an advance deposit, implying that the client pays a certain amount of money (the cost of one night's stay) before his stay; travel agent guarantee. In this case, the guarantor of the reservation is the travel agency, which, in the event of a cancellation of the reservation, is responsible for covering the costs; a tourist voucher, which indicates the prepayment by the client of accommodation services to the travel agency. When filling out the forms, it must be clearly indicated who and at whose request made the appropriate changes or canceled the application. All changes and cancellations are immediately entered into the electronic booking system. The functions of the reservation service also include maintaining a guest card index. A special card is filled in for each guest after their stay at the hotel. Information about the guest is collected from all hotel services that had contact with him: floor services, restaurants, reception services, etc. Then this information is summarized and entered into a card, which is stored in the hotel's archive. When the client re-arrives, the reservation service gives instructions to all hotel services about his preferences and special wishes. This significantly improves the quality of service, as it allows the guest to feel like they are in a familiar environment. All documentation prepared by the reservation service is sent to the reception service for further work with it.

2. Reception, accommodation and discharge of guests

booking hotel guest sale

The main functions of the reception, accommodation and check-out department are the registration of arriving guests, the allocation of rooms, the settlement and check-out of clients and the provision of numerous additional services.

The process of serving guests can be broken down into several stages:

1. Reservation - preliminary booking of places in the hotel;

2. Reception, registration and accommodation of guests;

3. Provision of additional services;

4. Provision of accommodation services;

5. Final payment and checkout.

The reception and accommodation service is the first unit that a guest gets to know when arriving at the hotel. The main functions of the service are: allocation of rooms and registration of vacant places in the hotel; greeting the guest and completing the necessary formalities upon arrival and departure; billing and settlement of accounts with guests. The reception and accommodation service must ensure the maximum occupancy of the hotel, avoiding unreasonable downtime. During registration and check-out, payments are made for hotel accommodation and additional services. When checking out, they check the guest's account, clarify all his expenses during the stay and accept payment. Check-out control is very important to prevent the departure of guests who have not paid the bill. When the guest leaves, the payment is made for: accommodation; additional paid services; telephone conversations.

3. Organization of service for guests during their stay

The technology of customer service in hotels is characterized by a cyclical nature - a sequential repetition of the process of serving a guest from the time of his arrival at the hotel to the final departure from the hotel. The hotel company, in accordance with Article 925 of the Civil Code of the Russian Federation, is responsible for the safety of the consumer's things, and is also responsible for harm caused to the life, health and property of the consumer due to shortcomings in the provision of services, and is also responsible for harm caused to the life, health or property of the consumer ... Due to shortcomings in the provision of services, and also compensates for moral damage caused to the consumer by violation of consumer rights. Fire safety of the hotel is ensured by fire prevention and fire protection systems, including organizational and technical measures. Fire safety systems are characterized by the level of ensuring the fire safety of people and material assets, as well as economic criteria for the effectiveness of these systems for material assets, taking into account all stages of the life cycle of objects. The success of a modern enterprise depends entirely on the availability of customers, therefore the hotel managers are guided by the needs, wishes and tastes of customers and work according to the principle “The customer is always right”. Therefore, the employees of the enterprise skillfully offer the consumer the benefits that he will receive from the service, observe the culture and ethics of behavior with the client, create favorable conditions for the purchase of the service. For a comfortable stay, hotels, in addition to offering rooms, must provide a certain amount of additional services according to the category, specialization, size, etc. Regardless of the functional characteristics, any hotel enterprise should set itself the main goal - during the entire period of guests' stay in it, to bring the living conditions of the client closer to home, to create conditions for effective work, recreation, and entertainment. In hotels with a high level of service, a business center, a service bureau, a wellness center, car transport services, etc. are required. Additional and related services are also important in ensuring the hotel's income.

4. Sales of a hotel product

Hotel product in a market economy. From the point of view of business, a hotel is a commercial production that offers its product on the market in the form of a service (complex of services).

A service is a product that is bought by a client through exchange transactions, and the purchase does not imply ownership, does not take a substantive form, but the product is accessed and used at a specific time and place. The service (including hotel service) has a number of features.

The main characteristic feature of a service as a commodity product, as a result of the production activity of a tourist hotel, is the coincidence of the processes of production, service implementation (by the hotel) and consumption (by the client) in time and space.

In addition to the simultaneity of production and consumption, a service also has a number of characteristic and distinctive (from a material product as a market product) properties. The execution of the service takes place in the hotel, on the territory of the manufacturer with the active participation and interaction of the consumer with the performers, with their direct contact. Therefore, the quality of the hotel product is largely determined by the hotel staff, especially the part of the staff that is in direct contact with the tourist. The characteristic features of the hotel product (HP): simultaneous production and consumption; interaction during the purchase of the manufacturer and the consumer on the manufacturer's territory during their direct contact (dependence of the quality of the state enterprise on the hotel staff); satisfaction of the momentary demand of the client;

impossibility - production of SOEs for future use, warehousing, storage (loss of potential income from services not provided on time and with high quality); volatility of demand for SOEs (seasonal fluctuations) at high - annual fixed costs (independent of the number of customers) and relatively low variable costs. Dependence of the sales volume of the SOE: on the internal quality of the SO (the level of service, image, convenience, culture of the personnel); from TO and TA, transport, location, marketing solutions, prices, weather, environment, recreational, cultural and historical opportunities of the region, its image, presence and number of competitors. The service cannot be measured. It can only be assessed after it has been submitted (sometimes after a certain time).

The hotel service cannot be produced for future use, preserved, or preserved. The hotel service satisfies the momentary demand of the client. And if it is not provided, then the potential income of the hotel is lost, cannot be replenished. Moreover, a service not provided on time may result in future damage to the hotel. The demand for hotel products (services) is not constant, depends on the season, and is subject to seasonal fluctuations. The production of a hotel product requires high material (annual, fixed) costs with significantly lower variable costs. Fixed costs do not depend on the number of clients (guests) served. This requires attracting a lot of additional staff during the season, which often cannot be the patriot of the hotel. He is not interested (to the right extent) in timely and quality service. In addition, the lack of funds for fixed costs reduces the quality of the hotel product. The sale of a hotel product depends not only on the hotel staff, but also on the internal quality of the hotel product (amenities, comfort, culture, level of service, hotel image).

Conclusion

In conclusion, I would like to say that I achieved the goals of this practical work, I generalized the knowledge I gained, diligently carried out all the instructions of my leadership, while being in the team. I appreciate the experience I have received, which will undoubtedly be useful to me in future life. In my work, the theoretical knowledge I passed in college helped me a lot. I also realized that in any work with people it is necessary to be not only a sociable and disposed person, but also “savvy” in psychology. Also, when working in hotels and hotels, it is necessary to learn foreign languages and improve them, since in some life situations they help out a lot. And of course, the knowledge of the PC was very useful and the ability to easily navigate in it, since it is easier to master a new program for work, already knowing the "basics" of working with a computer. But also during the period of practice, I learned a lot of new things in the hotel industry, I completed the program in full. She approached the work of all hotel services with interest and responsibility. She took part in the social life of the enterprise.

In conclusion of my work, I came to the following conclusions. The hotel complex is the most important element of the social sphere, which plays an important role in increasing the efficiency of social production and, accordingly, increasing the living standards of the population.

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Distance learning

By professional module

for students of the specialty

Hotel service

Kaliningrad

Compiled by E.A. Albu

Reviewer: Silantyeva I.A.

1. Explanatory note. 4

3. ... 8

Educational task number 1. 9

Educational task number 2. 14

Explanatory note

have practical experience:

be able to:

know:

Evaluation criteria:

Mark "Passed" exhibited on condition:

Work can be credited

Mark "Not credited" exhibited on condition:

RULES FOR CHOOSING AN OPTION OF CONTROL OPERATION

CONTROL JOBS

MDK 03.01. « »

Table 1

Option	Question numbers	Option	Question numbers
	1, 9, 21, 41, 53		11, 19, 31, 51, 63
	2, 10, 22, 42, 54		12, 20, 32, 52, 64
	3, 11, 23, 43, 55		1, 13, 21, 33, 53
	4, 12, 24, 44, 56		2, 14, 22, 34, 54
	5, 13, 25, 45, 57		3, 15, 23, 35, 55
	6, 14, 26, 46, 58		4, 16, 24, 36, 56
	7, 15, 27, 47, 59		5, 17, 25, 37, 57
	8, 16, 28, 48, 60		6, 18, 26, 38, 58
	9, 17, 29, 49, 61		7, 19, 27, 39, 59
	10, 18, 30, 50, 62		8, 20, 28, 40, 60

Study assignment number 1

PRACTICAL TASKS

53. Situational task: You are a laundry worker at the hotel and are responsible for fulfilling the guest's orders. In the room where you must pick up the order, the guest's clothes are not labeled with the recommended processing. Your actions

54. Situational task: The guest staying at the hotel is not satisfied with the quality of room cleaning. Algorithm of actions of the maid

55. Situational task: You are a supervisor. The guest decided to use the laundry service. Your actions.

56. Situational task: You are a maid. You are about to start cleaning the room, but there is a Do Not Disturb sign on the door. Your actions .

57. Situational task: You are a maid. In the room from which the guests left, you found an open carton of milk, a packet of cookies, a box of chocolates. Your actions.

58. Situational task: Imagine that you are a hotel maid. You came to clean the room. When you reach the bedroom, you see that the guest's stuff is on the bed and on the bedside table. Your actions?

59. Situational task: Imagine that you are a hotel maid. You have come to clean the room after the guest has checked out, when you reach the living room cleaning, you see that the guest's forgotten clock is on the table. Your actions?

60. Situational task: You are the administrator of the business center. A guest who ordered a conference room for tomorrow at 10.00, at 20.00 today remembered that he had not ordered the necessary equipment. Your actions.

61. Situational task: You are the administrator of the SPA center. The guest complains that things have disappeared from his locker while attending the procedures. Your actions .

62. Situational task: You are a member of the hotel's tour desk. The guest wants to see all the sights of the city in one tour. What can you do for him?

63. Situational task: You are the administrator of the business center. The guest wants to book a meeting room with a guarantee of confidentiality. All rooms are rented on the named date. Your actions.

64. Situational task: You are an employee of the service bureau. The VIP-guest asks to provide visa support to his friend, who is not going to stay at your hotel. Your actions.

65. Situational task: Characterize textiles using international textile care symbols: silk blouse;

66. Situational task: Characterize the textile product using the international textile care symbols: women's wool knitted dress;

67. Situational task: Characterize your textiles using the international textile care symbols: mens shirt(cotton - 80%, viscose - 20%);

68. Situational task: Make hotel compliments - birthday compliments

69. Situational task: Make up "compliments" from the hotel - compliments for newlyweds

70. Situational task: You are a room service manager. The guest staying at the hotel is not satisfied with the quality of the room cleaning and requires that the room be cleaned immediately. Your actions.

PRACTICAL TASKS

51. Situational task: The missing TV remote control was found in the hotel room. The guest refuses to pay damages. Fill in and analyze the act of damage to hotel property

52. Situational task: You are in a hotel room. You notice that smoke is coming out from under the door and the door is hot. Your actions

53. Situational task: Elderly spouses. Leaving the room, they remember that they left the key on the table. And most importantly - heart medications, without which, in case of an attack, they simply cannot do. They want the maid to open the room for them. What the maid should do in this situation

54. Situational task: You are the maid. A missing bath towel was found in the exit room. The guest refuses to sign the drawn up act. Algorithm of actions of the maid.

55. Situational task: You are a maid. In the living room in the bathroom, the shelf above the sink is overloaded with the guest's personal belongings, which interfere with cleaning. The order of your actions.

56. Situational task: The guest, staying at the hotel, deposits the briefcase, which must be picked up by the representative of the company in two days. Employee action algorithm

57. Situational task: The guest has forgotten their code and asks you for help to open their minisault. Algorithm of your actions.

58. Situational task: Create an algorithm of actions for employees who are unable to leave the hotel room in the event of a fire

59. Situational task: When distributing tasks for the current day, the supervisor removed one of the employees from work. State the reasons why this could happen.

60. Situational task: At the daily five-minute meeting, the supervisor dismisses one of the maids from work for not meeting the established standards. You are the head maid and you are instructed to once again tell the staff about the requirements for appearance.

61. Situational task: You are a maid. In the room from which guests have just checked out, you find a forgotten umbrella. Algorithm of actions

62. Situational task: Upon check-in, the guest was accommodated in a standard room, which included two bath towels, two hand and face towels and one foot towel. On departure, it turned out that one bath towel was missing. The visitor, in irritation, assures that it was so. Your actions

63. Situational task: When checking the minibar, some drinks were found to be missing, the bill was broken, but the guest refuses to pay, claiming that he did not use the minibar. Your actions

64. Situational task: While staying in the room, the guest threw a damp towel over the lamp in the bathroom and fell asleep. The towel dried, then warmed up and began to smolder. The fire alarm has been triggered. As a result of careless actions the hotel suffered the following damage: a towel burned out, a sink and a toilet bowl melted. Your actions.

LIST OF DISCIPLINE EXAMINATION QUESTIONS

OZO course

REFERENCES AND SOURCES

1. Potapova I.I. Organization of service for guests during their stay - M .: Academy, 2015

2. Lyapina I.Yu. Organization and technology of hotel services: Textbook for primary vocational education M .: Prof. Obr. Izdat, 2001.

3. Yokhina M.A. Organization of services in hotels: a textbook for students of secondary vocational education. - M .: Academy ITs, 2010

4. Sorokina A.V. Organization of services in hotels and tourist complexes. - M .: Alpha-M Publishing House, 2011.

Distance learning

By professional module

PM.03. Organization of service for guests during their stay

for students of the specialty

Hotel service

Kaliningrad

The methodological instructions were drawn up in accordance with the program of the professional module PM.03 Organization of guest service during residence for the specialty of secondary vocational education 43.02.11 Hotel service

Compiled by E.A. Albu

Reviewer: Silantyeva I.A.

1. Explanatory note. 4

2. GENERAL INSTRUCTIONS FOR PERFORMANCE OF CONTROL WORK 7

4. TASKS OF CONTROL WORK... 9

Table of distribution of questions of control work No. 1 by options .. 9

Educational task number 1. 9

Table of distribution of questions of control work No. 2 by options .. 14

Educational task number 2. 14

5. LIST OF DISCIPLINE EXAMINATION QUESTIONS.. 19

6. LIST OF REFERENCES AND SOURCES.. 24

Explanatory note

Methodological recommendations for writing a test is part of an approximate basic professional educational program (section of extracurricular activities of students) in accordance with the Federal State Educational Standard in the specialty 43.02.11 "Hotel service".

in terms of mastering the main type of professional activity: "Organization of service for guests during their stay » and relevant professional competencies:

PC 3.1. Organize and control the work of the maintenance and technical personnel of the economic service in the provision of accommodation services, additional services, cleaning of rooms and office premises.

PC 3.2. Organize and carry out the work of providing room-service.

PC 3.3. Keep records of hotel equipment and inventory.

PC 3.4. Create conditions to ensure the safety of things and valuables of residents.

In order to master the specified type of professional activity and the corresponding professional competencies, the student in the course of mastering the professional module must:

As a result of studying the professional module, the student must:

have practical experience:

Organization and control of the work of the personnel of the economic service;

Providing food service in the rooms;

Registration and maintenance of documentation for the accounting of equipment and inventory of the hotel;

be able to:

Organize and control the cleaning of rooms, office premises and common areas;

Draw up documents for the acceptance of rooms and the transfer of guests from one room to another;

To organize the provision of personal and additional services for washing and cleaning clothes, meals in the rooms, the provision of business services, SPA services, tourist and excursion services, transport services, to ensure the storage of the valuables of residents;

Monitor the staff's compliance with the requirements for the standards and quality of guest service;

To complete the room-service serving cart, to make table setting;

Carry out various methods of serving food and drinks, collect used dishes, draw up an invoice for service;

Conduct an inventory of the safety of hotel equipment and fill out inventory sheets;

Draw up acts for the disposal of inventory and equipment and ensure compliance with safety and labor protection when working with it;

Provide services for storing valuables (lockers, safes and deposit boxes) to ensure the safety of residents;

know:

The procedure for organizing room cleaning and requirements for the quality of cleaning work;

Safety and fire safety rules for cleaning work in rooms, office premises and common areas, incl. when working with detergents and cleaning agents;

Types of "compliments", personal and additional services and the procedure for their provision;

The procedure and procedure for sending clothes for washing and cleaning, and receiving ready-made orders;

Principles and technologies for organizing leisure and recreation;

The procedure for compensation for damage in case of damage to personal belongings of residents;

Rules for checking the availability and activation of lost or damaged hotel property;

Table setting rules, methods of serving food and drinks;

Room-service features;

Rules for the safe operation of equipment for the delivery and distribution of ready meals;

Rules for filling out acts of a resident in case of damage or loss of hotel property;

Rules of conduct for employees on residential floors in extreme situations;

Rules for handling magnetic keys;

Rules for organizing the storage of valuables of residents;

Rules for filling out the documentation for the storage of personal belongings of those living in the hotel;

Rules for filling out acts for compensation for damage and damage to personal belongings of guests.

Control work is carried out in order to consolidate the theoretical knowledge gained and develop skills for their application when performing practical tasks. Before starting the test, it is necessary to study the content of the relevant regulatory documents, textbooks and teaching aids, lecture notes.

When performing control work, you should be guided by the general instructions for the implementation of written work.

All tasks for the test are divided into 10 options.

The number of the variant of the task being performed is set by the last digit in the student's record book number.

The task for this discipline consists of from two theoretical questions and one practical problem (indicate your own).

Evaluation criteria:

Mark "Passed" exhibited on condition:

· The work was completed in full, in accordance with the assignment;

· The practical tasks were completed correctly, the course of the solution was explained;

· The work is neatly framed, a list of sources used is provided.

Work can be credited if it contains single insignificant errors:

· Lack of conclusions when performing practical tasks;

· In the absence of a list of used literature or non-compliance of its design with the standard.

Mark "Not credited" exhibited on condition:

The work was not completed in full or contains the following significant errors:

· Individual tasks in the work are not covered in accordance with the option of the task;

· Professional terminology is used incorrectly;

· - diagrams, graphic tasks are not completed in full.

The test, performed carelessly, illegible handwriting, and also not according to the given option, is returned to the student without verification, indicating the reasons for the return.

Tasks and guidelines for the implementation of the test

Control work is carried out in the form of answers to specific questions.

The work is done using a PC.

It is necessary to write down the entire text of the first question in order and give the text of the answer to this question; the text of the second question in order, the answer, etc .; the text of the task for the calculation with the corresponding initial data, the course of the solution and the final conclusions. At the end of the CD, the student provides a list of the sources used, as well as the date of completion and the student's personal signature.

The answers to the questions should show the student's ability to analyze and generalize the material being studied, and the answer should reveal the essence of the issue in question. These answers and solutions to tasks can be accompanied by diagrams, pictures, graphs or sketches, which are placed in the text of the answer in the course of the answer or calculation.

Two home tests are performed.

The structure of the test includes a title page, an answer to a theoretical question and a practical task. At the beginning of the answer, you should indicate the number and the exact wording of the question (task).

The uncredited work or the credited conditionally should be finalized and re-submitted to the teacher for verification along with the first version of the work.

The study of the professional module "Organization of services for guests during their stay" ends with the passing of a differentiated exam and an MDK exam.

Final exam (qualification) for the entire professional module.

Students are admitted to the exam who have passed test papers, who have completed all the practical work provided for in the plans, and have passed the test.

RULES FOR CHOOSING AN OPTION OF CONTROL OPERATION

The test work for this discipline is compiled in 20 versions. The variant of the test is determined according to table 1.2, depending on the educational task and the student's code by the last two digits. The student must be careful when determining the option. The work, performed not according to its version, is returned to the student without verification and credit.

CONTROL JOBS

Table of distribution of questions of control work No. 1 by options

MDK 03.01. « Organization of service for guests during their stay »

Table 1

Option	Question numbers	Option	Question numbers
	1, 9, 21, 41, 53		11, 19, 31, 51, 63
	2, 10, 22, 42, 54		12, 20, 32, 52, 64
	3, 11, 23, 43, 55		1, 13, 21, 33, 53
	4, 12, 24, 44, 56		2, 14, 22, 34, 54
	5, 13, 25, 45, 57		3, 15, 23, 35, 55
	6, 14, 26, 46, 58		4, 16, 24, 36, 56
	7, 15, 27, 47, 59		5, 17, 25, 37, 57
	8, 16, 28, 48, 60		6, 18, 26, 38, 58
	9, 17, 29, 49, 61		7, 19, 27, 39, 59
	10, 18, 30, 50, 62		8, 20, 28, 40, 60

Study assignment number 1

Shoe shine. The process of providing this service includes the following steps:

After receiving a call from a guest, the butler must pick up the shoes from the room. Guests can bring their own shoes to the VIP lounge;
the butler is obliged to note the room number, the name of the guest and the time of receipt of the order in Butler "s Worksheet;
the butler brings the shoes to the shoe shiner in a special bag;
the butler explains to the shoe shiner the guest's wishes for cleaning his shoes;
After picking up shoes from cleaning, the butler should note the lead time at Butler "s Worksheet,
the butler enters the room, taking into account the standards established in the hotel in this regard;
if the guest is not in the room, the butler opens the door with his key and leaves his shoes (without a bag) when entering the room, in the corner;
if the guest is in the room, the butler gives him the shoes (without a bag) or, at the request of the guest, leaves the shoes at the entrance;
the butler wishes the guest a good time at the hotel and offers his assistance in other matters;
returns to the VIP lounge.

Collection of trays. All dishes and trays delivered to guests in the morning, evening or during the day must be removed in time after use. Sometimes guests themselves put trays in the corridor, but more often they just leave them in the room. The procedure for collecting used dishes can be as follows:

each tray should have a small sign indicating the room number and information that the guest can call his butler and he will pick up the tray;
trays delivered with morning orders must be collected two hours after delivery;
when delivering other orders or a welcome glass of champagne, the butler must inform the guest that he can call the butler, and he will remove the tray at any time convenient for the guest;
if the butler is unable to pick up the tray himself for a good reason, he must ask the room service waiters for help.

An individual approach to serving guests in modern upscale hotels is an important component of increasing competitiveness and allows the company to receive high profits. Guests feel more comfortable with their personal butler next to them. The guest communicates with a person he knows who has long known his habits and preferences and sometimes asks: "Mr. Ivanov, as always, freshly squeezed orange juice and Kommersant?" Guests feel this attention on themselves and they like the fact that when they come to the hotel for the hundredth time, they are greeted by the same cute, smiling butlers in white gloves and with silver trays in their hands, who do not need to look into a computer to remember how the name of the guest.

Butler service helps guests feel at home, this is the main goal of any hotel in all countries of the world - "home away from home". It is necessary to ensure that each of the guests, when arriving, always says: "Well, I came to my favorite hotel, like to my home."

An individual approach to each guest makes his stay at the hotel unforgettable and is a serious incentive to return to the same hotel, where they are always expected, known by name and welcomed when they meet. It is safe to say that the butler service in the hotel is, in fact, one of the main services that retain customers. The presence of such a service is a big plus, allowing the hotel to separately position itself in the hotel services market.

Example

Wealthy people who stay at a hotel with a personal butler appreciated the care and attention that was carried out at the hotel. Until now, there are legends about butlers.

Once a young captain stayed in a London hotel, who after a while was supposed to go to war. He became very friendly with his butler, who, as best he could, tried to raise the captain's gloomy mood. Ten years later, the former young captain, and now the general, again stayed at the same hotel. When he entered his room, there was a book on his bed that he had forgotten 10 years ago. The book was laid on the page on which the captain finished reading it.

A young butler began his work at the American Marriott Hotel. The general manager of the hotel also spoke at the introductory session for new employees. He said then: "Do not expect someone to tell you the right decision, act on your own!" Once a very wealthy Frenchman settled in a hotel. One day, a guest shared his problem with the butler. It turned out that he had forgotten at home, in Paris, very important documents necessary for the negotiations scheduled for tomorrow. The butler, without hesitation, bought a ticket for the Concorde and, having flown to Paris in a few hours, by the evening presented the forgotten documents in the hands of the important guest. The Frenchman's joy knew no bounds! When the general manager began to study the financial documents for a month, he found that it was not clear what a large amount of money was spent on. He summoned a young man and listened to his story. After some time, after successful negotiations, the Frenchman returned the amount spent on the trip, and within 5 years he, his family and friends stayed only in Marriott hotels and made a total of $ 500,000 in profit!

In an effort to increase the number of guests in their hotels, their owners are introducing more and more new types of services that are becoming more and more unusual and exotic.

The list of unusual services of foreign hotels includes the protection of peace by "sleep concierges", aromatization of rooms, taking into account the preferences of the guest, reading fairy tales at night, warming the beds by employees dressed in special thermal suits. In hotels, you can see an acrobat soaring up in the hotel atrium to get a bottle of wine for a guest; the "fairy" decorating the room with flowers and serving drinks and chocolates; employees, whose job responsibilities include dispersing pigeons from the square, and shepherds, driving a flock of ducks to the hotel fountain. Some even offer polishing and cleaning of coins.

In conclusion of this section, I would like to emphasize once again that despite the external similarity of functions in the activities of butlers and concierges, there is also a fundamental difference, which lies in the fact that butlers provide the connection of guests with the world inside the hotel, they are intermediaries between clients and all hotel services. ... The butlers take care of the guests for the duration of their stay at the hotel. As a rule, concierges are engaged in everything related to service outside the hotel walls, i.e. carry out communication of guests with the outside world.

Another important service in the hotel is guests relations. This service acts as an intermediary between guests and the hotel. With all the questions that arise during their stay at the hotel, claims, wishes, tourists turn to this service. The task of the personnel of this service is to listen carefully, try to help, correctly and delicately solve the problems that have arisen. In addition, the service constantly conducts a survey of guests to study the requirements, tastes, wishes of tourists, to identify any negative aspects in the work. This helps to adjust the work of all hotel services, improve and improve service.

MINISTRY OF BRANCH OF RUSSIA

Federal State Budgetary Educational Institution

Higher professional education

Vladivostok State University of Economics and Service

College of Service and Design

COURSE WORK

Organization of service for guests during their stay

Hotel service

Student of SOGS 101101 A.I. Yakhnenko

Head teacher I.A. Skripko

Vladivostok 2014

Introduction

3. Services of interactive and pay TV in the hotel "Avanta"

Conclusion

List of sources used

Introduction

A modern hotel enterprise provides consumers not only with accommodation and catering services, but also a wide range of transport, communication, entertainment, excursion services, medical, sports services, beauty salon services, etc. In fact, hotel enterprises in the structure of the tourism and hospitality industry perform key functions, as they form and offer consumers a complex hotel product, in the formation and promotion of which all sectors and elements of the tourism and hospitality industry take part. Based on this, it is legitimate to single out the hotel industry or the hotel business as the largest complex component of the tourism and hospitality industry and consider it independently, largely identifying it with a single tourism and hospitality industry.

Hospitality is one of the fundamental concepts of human civilization; currently, under the influence of the scientific and technological process, it has turned into a powerful industry in which millions of professionals work, creating coziness and comfort for the benefit of people.

The hospitality industry is a complex, complex sphere of professional activity of people, whose efforts are aimed at meeting the diverse needs of clients (guests), both tourists and local residents.

One of the main directions of the formation of strategic competitive advantages in the hotel business is the provision of additional services of a higher quality in comparison with competing analogues. The key here is to provide services that meet and even exceed the expectations of the target customers. Customer expectations are formed on the basis of their existing experience, as well as information obtained through direct (personal) or mass (non-personal) marketing communication channels.

If the perception of the service provided does not meet expectations, customers lose all interest in the service company, but if they meet or exceed their expectations, they can again turn to such a service provider. The buyer always strives to match the price of the service and its quality as determined by him. It is interesting to note that, as a rule, a buyer of a service is less likely to complain about its high price than a buyer of a physical product. If he thinks the price is too high, then he just leaves without buying. Dissatisfaction with the service usually leads to large losses in market share. That is why the service provider must be as accurate as possible to identify the needs and expectations of its target customers.

Considering the hotels in the city of Vladivostok, the most interesting example in the organization of additional services will be the hotel "Avanta".

The purpose of the course work is to analyze the organization of additional services (interactive and pay TV) in a hotel and proposals for their development on the example of OJSC "Avanta".

To achieve this goal, it is necessary to solve the following tasks:

Analyze the theoretical foundations of services, basic concepts;

Consider the classification of services;

Consider the main trends;

Analyze basic and additional hotel services using the example of the hotel of JSC "Avanta";

Consider regulatory documents for the provision of services in hotels;

Give suggestions for the development and improvement of additional hotel services.

1. Basic concepts and essence of hotel services

From the point of view of common sense, there can be no question of any kind of hospitality without meeting the primary human needs - 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 a company that provides people away from home with a range of services, the most important of which are accommodation and catering services."

The essence of the provision of accommodation services is that, on the one hand, special premises (hotel rooms) are provided for use, on the other hand, services are provided directly by the hotel staff: porter services for receiving and arranging guests, maids for cleaning hotel rooms etc.

The main function of a hotel company is to provide temporary housing for a monetary reward.

Basic concepts and definitions in the field of hospitality are given in regulatory documents and standard requirements.

In accordance with GOST R 50645 - 94 "Tourist and excursion services. Classification of hotels a hotel is understood as an enterprise intended for temporary residence; under the motel - a hotel located near the road. The minimum allowed number of hotel rooms is at least 10.

In another regulatory document - "Rules for the provision of hotel services in the Russian Federation approved by Decree of the Government of the Russian Federation No. 490 dated 04.25.97, the following definitions are given:

hotel additional basic service

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

"consumer" - a citizen intending to order or ordering and using services exclusively for personal (household) needs;

"performer" - an organization, regardless of the form of ownership, as well as an individual entrepreneur, providing services to consumers under a paid contract.

In the regulatory document in accordance with GOST R 51185 - 2008 "Tourist services. Accommodation facilities. General requirements the following terms have been applied with appropriate definitions:

"Accommodation facilities for tourists - any object intended for temporary accommodation of tourists (hotel, tourist center, camping site, etc.).

Tourist - a citizen visiting a country (place) of temporary stay for recreational, educational, professional-business, sports, religious and other purposes (without engaging in paid activities) in the period from 24 hours to 6 months. in a row or carrying out at least one night.

Services have four features:

Services are intangible. They cannot be seen, tasted, heard or tasted until they are purchased. The service has no material form, it exists only in the process of rendering. This feature creates a big problem in the implementation of the service. After all, the consumer of the service is forced to simply take the seller's word for it. The product, from this position, is more real.

A service is inseparable from its source, be it a person or a machine, while a material product exists regardless of the presence or absence of its source. Therefore, the process of customer service itself is so important both for the service provider and for its buyer. Providing a service in this way involves direct contact with the person who provides the service, or with a representative of the service organization.

Inconsistency of quality. The quality of the service varies widely depending on their suppliers, as well as on the time and place of their provision. Even the same employee at different times of the day, depending on mood and other factors, provides the same service in different ways. The quality of the product remains relatively unchanged.

When advertising, selling and promoting a service, these features play a primary role. Here, both service providers (how, for example, to prove that the quality of your service is higher than that of competitors) and the consumer (how to determine the quality of a service before consuming it), encounter difficulties. There are many tools available to deal with these complexities. Thus, the intangibility of hotel services is compensated by the abundance of colorful brochures and photographs, and to stabilize the consistency of quality, only highly qualified specialists can be hired (as the world's leading hotel chains such as Marriot and Sheraton do).

A hotel service is a set of actions by the hotel staff to provide guests who are outside their place of residence with comfortable conditions for short-term or long-term stays (accommodation service), meals, leisure activities, and other services, combined with high quality service based on on an individual approach, and ensuring a positive psychological climate during the entire stay at the hotel.

Accommodation is central to the range of services provided to tourists during travel and is an integral part of every tour.

Accommodation service provider - an organization, individual entrepreneur providing accommodation services.

Accommodation services - the activity of the contractor for the accommodation of tourists and the provision of hotel, specialized (medical and health, sanatorium, sports, tourist and other services). "

Hotels are characterized by the following features:

consist of numbers, the number of which exceeds a certain minimum; have a single leadership;

provide a variety of hotel services;

grouped into categories and classes according to the services provided, the equipment available and the country standard.

Hotel rooms are the main element of the accommodation service. These are multifunctional rooms designed for rest, sleep, and work of the guests staying. Their most important function is to ensure the possibility of sleep. The importance of other functions of hotel rooms, first of all, depends on the purpose of the hotel and the needs of the guests. For example, in business hotels.

In different hotels there are different categories of rooms, differing from one another in size, furnishings, equipment, equipment, etc. However, regardless of the category, the hotel room must have the following furniture and equipment: bed, chair and armchair, bedside table, wardrobe, general lighting, trash can. In addition, each room should contain information about the hotel and an evacuation plan in case of fire.

Other services complement the offer of accommodation and catering services. These include the offer of a swimming pool, conference rooms, meeting rooms, sports equipment, car rental, dry cleaning, laundry, hairdressing, massage and a number of others. Depending on how they are designed and combined into a single complex, a certain type of enterprise is formed, such as a luxury hotel, a middle-class hotel, an apartment hotel, an economy-class hotel, a resort hotel, a motel, a private hotel of the type "accommodation and breakfast ", hotel-garni, boarding house, guest house, rotel, boat, flotel, flytel. Services provided in hotels are divided into basic and additional. They can be free or paid.

2. Additional hotel services

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

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, the level of comfort and other reasons. Most often, hotels offer their guests to use the services of catering establishments (bar, restaurant, cafe, buffet, cocktail bar, phytobar), grocery and souvenir shops, and vending machines.

Such services also include gyms, playgrounds, mini-golf, a gym, golf courses, basketball, volleyball, table tennis, tennis, stables, a beach on the sea, lake, river coast, as well as equipment for water and underwater sports. ...

You can also visit a beauty salon, a hairdresser, as well as use the services of a first-aid post, a luggage room, a safe in the administration and a safe in the room, a currency exchange office, a ticket booking point (for plane, train, bus, taxi, etc.), travel agency and excursions, car rental, car park and car parking, garage, shoe shine. For business people are provided: meeting room, concert hall, business centers, copier, 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 the provision of paid additional services must meet the requirements of the category assigned to the hotel

shops (souvenir, grocery), vending machines;

purchase and delivery of flowers;

consumer services (repair and cleaning of shoes; repair and ironing of clothes; 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 - TVs, dishes, sports equipment, etc.; repair clocks, household appliances, radio equipment; services of a hairdresser, manicure and massage rooms and other household services);

beauty salon services;

business center services;

other services

It is necessary to highlight the aspect of organizing breakfast at the hotel. To provide guests with a full-fledged hot breakfast, it is necessary for its preparation and serving to have an equipped room in accordance with the "Rules for the provision of catering services", and complying with sanitary, fire-prevention, epidemiological and other rules.

In most small hotels it is impossible to organize such a room, but this is not a reason to be upset and give up. The way out of this situation is as follows. You can provide guests with a breakfast that does not require cooking. That is, it can be slices (cheese, sausage), muesli, yoghurts, muffins, etc.

Alternatively, you can conclude an agreement with a catering company, which will deliver hot breakfasts every morning and the hotel service will be at the level thanks to this.

Types of breakfasts: - Continental Breakfast (Continental breakfast). Continental breakfast or CBF for short. This is the most modest type of breakfast. Most often served in European hotels 2 * -5 *, sometimes it can be found in hotels of the lower category (2 * -3 *) in other parts of the world. Breakfast consists of tea, coffee, rolls, butter, cottage cheese, an egg, fruit or yogurt may also be offered. - American Breakfast (American breakfast). American breakfast. Those who like a hearty breakfast than CBF should choose this type. In addition to everything that will be offered to you with a continental breakfast, various sausages, hams, cheeses, and vegetable salads will be added to the American breakfast. This type is most common in America and Western Europe.

BBF - Buffet Breakfast (Buffet). The most common and popular type of breakfast. Quite often you can find a universal designation for this type - BB. The buffet breakfast is the most nutritious and plentiful breakfast. The hotel uses breakfasts of this type most often. It can be found in most hotels around the world. It usually includes all dairy and meat products, vegetables and fruits, pastries and pastries, and all locally produced drinks (in some cases, even alcoholic beverages will be offered). The type of food "Buffet" implies the ability to take as much food as needed, making an unlimited number of approaches.

The service needs to be built not only on the demand principle (what the guest wants), but also on the supply principle (the hotel offers new services that it can provide, and the guest chooses). But services cannot be imposed. In accordance with the "Rules for the provision of hotel services in the Russian Federation", the contractor is not entitled to provide additional services rendered for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for by 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 category of the hotel. Not all hotels have the ability to organize consumer services for guests and provide them with a full range of services. However, everyone should strive to ensure that the range of services fully meets the needs of guests.

Businesses that provide services should be located in an accessible place (most often on the ground floor). In the lobby, on the floors, in the rooms, there should be information on how and where to get services, opening hours should be convenient for guests.

When providing services, not only their quantity is important, but also the quality. Therefore, in many hotels, residents upon departure are asked to fill out small questionnaires, which are handed over together with the keys to the reception and accommodation service, and then they are studied in the advertising and marketing service.

2.1 Classification and characteristics of additional services in the hotel

There are different types of hotels, different classification and each hotel has its own list of additional services, but there are general additional services that can be divided into several categories.

Classification of additional services in the hotel

Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by a huge list of additional services:

catering services (bar, restaurant, cafe, buffet, beer bar);

entertainment infrastructure (disco, casino, nightclub, slot machine room, billiard room);

excursion service, guide-interpreter services;

organization of ticket sales to theaters, circus, concerts, etc .;

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 service shoe repair and cleaning; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of baggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc.; repair of watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services Urgent washing and dry cleaning, repair and ironing of personal belongings in the room in the folder with the advertisement there are order forms for washing and cleaning clothes. There are also reminders on how to hand over clothes for washing: 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 it). This service can be provided in a hotel where there is a laundry.

Iron can be rented in lower category hotels. The guest himself irons in the room or in a special room where there is an ironing board. 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. For storage of things and valuables, the hotels provide lockers and safes in the rooms or at the reception. The hotel organizes unloading, loading and delivery of luggage to the room by messengers who are paid by tip. Also, tip is paid for food delivery to the room. For a fee, the hotel can provide the guest with a TV set, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, cinema, photographic equipment; photo works.

Usually, in each issue in the folder with the advertisement there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks to wash, clean the room, or simply does not want to be disturbed. All work on organizing services should be well thought out and organized.

beauty salon services;

sauna, bathhouse, swimming pools, gym;

lease of meeting rooms, conference halls;

business center services;

other services.

Some hotels also have safes in their rooms. The safe can be electronic, or it can be mechanical: either with a combination lock, or locked with a key. Paid safe or not, you need to find out at the reception and accommodation service. There is no general rule related to the category of the hotel in this matter. Mostly paid, sometimes not, at the discretion of the management. This is either a room like the one in which valuables are stored in the bank, then the client is given a key and he is allowed to enter this room, or a sealed box, which is taken out to the client upon presentation of a receipt or a key from it.

Moreover, if you keep money in such a box, then they are invested in a special envelope on which you sign.

When rendering any services, the staff must show tact and correctness.

When providing services, not only their quantity is important, but also the quality. Therefore, in many hotels, guests are asked to fill out short questionnaires upon departure. The completed questionnaires are usually handed over with the keys to the reception and placement service, and then they are examined by the marketing and advertising service. The hotel administration analyzes the shortcomings identified in the work of individual services and takes measures to eliminate them.

Consumer services are aimed at meeting the needs of guests that have arisen during their stay at the hotel.

The system of measures providing a high level of comfort, satisfying a variety of household and household needs of guests, is called service in the hotel industry.

The service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Every link in the service chain is important. The system of measures providing a high level of comfort, satisfying a variety of household and household needs of guests, is called service in the hotel industry.

The service needs to be built not only on the basis of demand (what the guest wants), but also on the basis of supply, the hotel offers new services that can be provided, and the guest chooses. But services cannot be imposed. In accordance with the "Rules for the provision of hotel services in the Russian Federation", the contractor is not entitled 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 by the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services. However, everyone should strive to ensure that the range of services fully meets the needs of guests.

When rendering any services, the staff must show tact and correctness.

2.2 Key trends in value-added services

Additional services are an indispensable part of the activity of any hotel. The determining factor for increasing the number and improving the quality of additional services is the orientation of the hotel company to 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 in the mainstream of which there are any additional services can be considered justification and expediency.

The favorable development of this area of the hotel's activity 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 in the organization and development of additional services are not always in the foreground. In the system of additional services, as in any 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 the competition.

The development of the system of additional services is also possible outside the walls of the 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 of such issues as the coordination of hotel activities, which is necessary in solving many sectoral problems, or the creation of an appropriate urban infrastructure, can and should be carried out by some external force, and the state is perfectly suited to 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 the hotel itself.

Under certain initial conditions and the correct organization of the process, additional services are a serious help in the operation of a hotel enterprise. The development of additional services allows not only to expand the list of offers for hotel customers, but also to attract city residents to visit the hotel complex. Nowadays it is no longer enough for a hotel to provide a client with an ordinary room with breakfast. The demands of guests are becoming ever higher, and in order to satisfy them, hotel companies have to come up with a lot of additional services.

The main ones are the organization of various conferences, symposia and trainings for personnel on its basis. Serving corporate business travelers can bring up to 40-50% of revenues. True, for this it is necessary to have suitable areas and equipment.

For those hotels that do not have this, it remains to be content with organizing various holiday programs, which also bring a lot of profit.

Services that bring additional income to hotels are very diverse. Travelers spoiled by modern comfort can no longer imagine rooms without a hairdryer or a socket for connecting a laptop. But this is no longer enough for the guests. Hotel complexes go to unprecedented tricks to attract tourists. For example, in the town of Key Largo in Florida, there is an underwater hotel with rooms in the style of Jules Verne. Minnesota has a hotel built on the basis of a rebuilt county jail that offers clients to spend the night in their cells behind bars. Hotels are equipped with "fully living rooms" that create the illusion of home comfort, and even "creative suites" with special boards in the shower rooms, on which you can write down great ideas that come to mind, comfortable sofas for thinking, an abundance of puzzle games, minibars filled with "brain food"; and the latest electronic equipment needed by the traveling business.

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