Services provided in hotels are divided into basic And additional, paid And free. In addition to the basic set of necessary services, which include accommodation and food, no extra charge Guests can be provided with the following types:
- free wake-up service for guests at a certain time;
- information service that will help the client navigate in an unfamiliar city;
- calling an ambulance;
- using a first aid kit;
- delivery to the correspondence number upon receipt;
- provision of boiling water, needles, threads, one set of dishes and cutlery.
In addition to the mandatory and optional paid services, hotels provide a whole complex paid additional services, the list and quality of which must meet the requirements of the category assigned to the hotel. The most common ones are:
- catering services (bar, restaurant, cafe, buffet);
- shops, vending machines;
- entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
- excursion services, guide-translator services;
- organizing the sale of tickets to theaters, circuses, and concerts;
- 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; 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 - televisions, dishes, sports equipment, etc.; repair hours, household appliances, radio equipment; hairdressing salon, manicure and massage parlors and other household services);
- beauty salon services;
- sauna, bathhouse, swimming pool, gym;
- rental of meeting rooms, conference halls;
- business center services;
- other services.
VIP clients
Upscale hotels have developed special instructions for servicing VIP clients (very important persons) and a slightly less significant category of CIP (commercially important clients). The first category includes politicians, artists, big businessmen, etc. The second - persons who may be useful for the hotel’s business (member of the board of directors, employee central office the hotel chain to which the hotel belongs, the manager of a large company, who can subsequently send his business travelers to the hotel for temporary accommodation, etc.).
These two categories of clients require increased attention hotel staff. Upon arrival they are met by either CEO, or a special VIP manager. General features Such clients are their high solvency, the need for expensive services and an extremely scrupulous attitude to the quality of service. All guest expectations, formed by staying in the best hotels in the city, must be realized. Any little things, any household items and even documents that he encounters during registration must meet the high level of the European standard of service. The administration prepares in advance for their meeting, sends champagne, fruits, flowers to the room, organizes additional system security, offers additional services, the approximate list of which depends on the imagination of the establishment’s management and the individual preferences of the client. VIP clients can prepare dishes in a restaurant on an individual order and serve directly to their room, provide Internet services, increased level The comfort of the rooms is expressed in the appropriate design of the room, its equipment with television, video equipment and other equipment.
At the same time, the hotel does not limit itself in the price range when choosing equipment and interior items: all expenses will be taken into account when determining the cost of hotel services. VIP clients cause a lot of extra trouble for the administration, but they always pay higher price for the services provided, their periodic stay at the hotel automatically improves its image, significantly increases income and affects the pace of development of the hotel.
Female client
Because women are more likely to become regular customers For hotels, it is especially important to ensure that their most essential requirements are met. They basically use the same criteria when choosing a hotel (location, price, etc.) as men, but their priority system is different.
Purity And attractiveness of the hotel more important for women than for men.
Women are more concerned safety. They prefer to stay in hotels with only one (main) entrance, located near the reception desk, and with a well-lit central corridor, which includes the doors of all rooms. A nearby parking area or well-lit garage is desirable. It is very important that the room has door chains, peepholes, and reliable locks. Before inviting a guest to enter the room, the receptionist must open the door and check him.
Most women prefer the room to have enough space for work and meetings. The room must have good lighting and definitely table with telephone;
Typically, women stay at a hotel longer than men, so services such as pool And simulators.
Women are more sensitive to the quality of service; negative experiences in this area can significantly affect the desire to stay at a hotel again. Hotel staff must be properly trained to ensure that service is provided in a courteous yet business-like manner.
Since on average women take more mini-vacations and spend 25% more time in restaurants than men, therefore bring significant income hotel company, therefore it is very important to provide safety, comfort and all the necessary services that this market segment requires.
Customer complaints
Customer complaints are a source of information about the level of customer satisfaction; their processing allows us to take measures to improve the service. Typical complaints clients (arranged in descending order of frequency) are:
- insufficiently attentive attitude of the staff;
- the room is not ready for occupancy;
- failure to fulfill the obligation to book a room;
- lack of feeling of safety in general in the hotel and in the room;
- uncomfortable room temperature;
- increased noise level;
- uncomfortable bed;
- high prices;
- slow service;
Hospitality managers must think of the product as a system consisting of four levels: core product, related product, complementary product and extended product.
A hotel enterprise usually provides the client with a set of different services, and the variety and standard of these services depend on the type and category of the enterprise. When using the services of a hotel company, the client sometimes uses all the capabilities of the hotel, and sometimes consumes only part of the available services, in accordance with his needs. Different customer needs are met through different product elements.
The main product or service provided by hotels is accommodation. The need for accommodation satisfies, first of all, the physiological need for rest. Satisfying this need requires protection from weather conditions - rain, cold (in certain areas of the world - from heat), isolation from people with whom you do not want to be close, whom you do not want to be seen, whose presence would ruin your vacation. Satisfying this need also means the possibility of other activities, as well as hygiene procedures.
The need for accommodation is satisfied by the hotel company by making the premises available to the guest. certain type and categories. This could be an apartment consisting of several rooms, with a bathhouse, sauna, fireplace, and other amenities, or it could be a corner in a multi-occupancy room in a camp site, where you should arrive with your own sleeping bag.
Types of additional services provided in hotel enterprises
In the hotel industry great importance is given to the service. Service means a system of measures that ensures high level comfort and satisfaction of a wide variety of household, economic, and cultural needs of guests, subject to helpful and professional service.
Based on a study of guest demand, hotel workers are looking for more and more new ways and forms of serving their clients. Particular attention is paid to the provision of additional services. There are already about 300 of them in the world. Additional services are usually called because the main service provided to clients in hotels is the provision of rooms or seats. Hotels provide additional services in accordance with the “Rules for the provision of hotel services V Russian Federation" dated April 25, 1997 No. 490 with subsequent amendments.
Additional services, in turn, are divided into three groups:
1. The first group includes services that the hotel is obliged to provide to the consumer at no additional charge: calling an ambulance, using a first aid kit, delivering correspondence to the room upon receipt, wake-up at a certain time, providing boiling water, needles, threads, one set of dishes and cutlery devices. The list of these services and their gratuitous status are enshrined in paragraph 15 of the “Rules for the Provision of Hotel Services in the Russian Federation”, in other words, this rule is imperative, the contractor has the right to expand this list, but not reduce it in any way and has no right to charge a fee for services.
2. The second group includes services that are not included by the contractor in the price of the room, but they are provided on the hotel premises. These services can be provided to the consumer for a fee and with his consent: dry cleaning, laundry, massage, bar, restaurant, beauty salon, telephone, car rental, travel and excursion agency, sauna, solarium. Typically, a list of such additional services is included in the price list and placed in the hall of the first floor.
The provision of additional paid services is formalized by an agreement, a receipt for the provision of additional paid services or another document, which must indicate all types of additional services received by the client, the cost of each service or total cost range of services.
The list and quality of paid additional services must meet the requirements of the category assigned to the hotel; usually the list is supplemented, modified and differentiated depending on the size of the hotel, its location and purpose, level of comfort and other reasons.
The development trend of the hotel industry is aimed at expanding the range of services in hotels for various purposes. However, paragraph 11 of the “Rules for the provision of hotel services in the Russian Federation” establishes the consumer’s right to refuse to pay for such services, and if they are paid, the consumer has the right to demand that the provider return the amount paid.
It is prohibited to condition the performance of some services on the mandatory provision of other services.
3. The third group includes services that the consumer has the right to demand, and the contractor, in turn, has the right to provide them. The services that are included in this group can be characterized as isolated, atypical (the consumer demands that some exotic food be delivered to his room). Some services from this group may be provided for in a contract.
All services, with the exception of some additional services, provided by hotels are used by clients at the place of their production, i.e. on the hotel premises. If a hotel service is not implemented here and now, then it will not be provided anywhere and never, therefore all services attached to the hotel room must be provided. In the event that at least one of its components stipulated by the contract was not provided, we are talking about the fact that the hotel service was not provided in full, and accordingly the hotel may be subject to Negative consequences provided for by current legislation.
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, 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 disco, casino, nightclub, slot machine hall, video game hall, billiard room and bowling alley. For lovers of active recreation, hotels offer the services of a sauna, bathhouse, massage room, and swimming pool (outdoor, indoor and children's).
Similar 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. At our service business people provided: meeting room, concert hall, business centers, 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.
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:
- 1. services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);
- 2. shops (souvenir, grocery), vending machines;
- 3. entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
- 4. excursion services, services of guides and interpreters;
- 5. organizing the sale of tickets to theaters, circuses, concerts, etc.;
- 6. transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
- 7. purchase and delivery of flowers;
- 8. sale of souvenirs, postcards and other printed materials;
- 9. consumer services (shoe repair and cleaning; 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 - televisions, dishes, sports equipment, etc. .; repair of watches, household appliances, radio equipment; hairdressing salon, manicure and massage parlors and other household services);
- 10. beauty salon services;
- 11. sauna, bathhouse, swimming pools, gym;
- 12. rental of meeting rooms, conference halls;
- 13. business center services;
- 14. 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. In accordance with the “Rules for the provision of hotel services in the Russian Federation,” the contractor does not have the right to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services. www.consultant.ru.
Services of hotels and other accommodation facilities will now be provided according to new rules. The corresponding Decree of the Government of the Russian Federation dated October 9, 2015 No. 1085 came into force from today.
In particular, a list of services has been introduced that the contractor, at the request of a hotel client, is obliged to provide without charging additional fees. These include:
calling an ambulance or other special services;
using a first aid kit;
delivery of mail addressed to the guest to his room;
wake-up at a certain time;
provision of boiling water, needles, threads, one set of dishes and cutlery;
other services at the discretion of the contractor (clause 27 of the Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of October 9, 2015 No. 1085; hereinafter referred to as the Rules).
Information about the services provided by the hotel must be posted in a convenient place for viewing, as well as on the hotel’s website (clause 10 of the Rules). However, in accordance with the Rules, the hotel is not obliged to indicate in this list which services are provided for a fee and which are provided free of charge. Therefore, understand whether the hotel provides any additional free services in addition to those established by the Rules, it can be problematic for guests.
Among the innovations is also the possibility of a guest paying only for half a day of stay in a hotel when a guest is accommodated from 00.00 to the established check-out time, that is, until 12.00 [para. 3 clause 29 of the Rules]. Only upon check-in within the specified period of time will the hotel client be able to pay for half a night’s stay.
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 full list 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). 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 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 small questionnaires, which are handed in along with the keys to the reception service, and then they are studied by the advertising and marketing service.
In addition to comfortable conditions for sleeping and a roof over your head, hotels around the world compete with each other in the level of service in various areas and services. These services can either be included in the price of your stay or be paid additionally. The number and variety of basic and additional services determine the hotel’s rating, its star rating and the guests’ impressions of staying there. In this article we will dwell in detail on what services the hotel provides, what are household services in a hotel and how to attract tourists with basic and additional services at the hotel.
When you open your own hotel business, the time comes to decide on the range of services that will be included in the price of your stay. Household services in a hotel are activities to increase the level of comfortable stay in places of temporary residence of guests and ensure compliance of conditions with the standards established by law and the price list.
Their list is a kind of advertising for the establishment. On booking sites potential clients You are invited to choose amenities by checking the boxes that are required. For example, if a future guest needs free wi-fi, by checking this box, he will automatically weed out those establishments that do not provide it. It is clear that the larger and more extensive the list, the higher the chances that the choice will fall on your establishment.
- 24-hour availability of the hotel;
- Using a first aid kit;
- Providing information about the location of attractions, restaurants, parks, etc. and explaining how to get to them;
- Waking up the guest at the appointed time;
- Calling an ambulance;
- The right to use small items such as needles and threads, scissors, etc.
The listed benefits are always provided free of charge, but time does not stand still, and other services are added to these types, which, as a rule, are free, and charging for them can surprise guests, to put it mildly:
- Wi-fi. It is worth noting that if Wi-Fi is distributed only within the hotel lobby, there must be a sufficient number of places where guests can call family or find out information on the Internet in a relaxed atmosphere. That's why a large number of comfortable benches and sofas in the lobby are the perfect norm today.
- Taxi ordering. Visitors simply do not know the telephone numbers of profitable taxis, or calling local landlines will be too expensive for him.
- Storage valuables and luggage, even when the check-in period has not started or has expired. If a tenant arrives in the morning, and check-in begins from 12 noon, giving him the opportunity to place his suitcase in a room that can be locked is a rule that has long become good form.
- Issuing a small camping food kit, instead of breakfast, if there is an off-site excursion during breakfast. This is a phenomenon that benefits both parties. The tourist does not lose the paid breakfast, and you do not have to clear the table after him, in addition, such a set is usually cheaper than a standard breakfast.
A list of free hotel services should be located in the lobby of the establishment, near the reception desk, as well as on the hotel website.
What else is included in the standard service? Don't forget about little things like signs on the door that a guest can put up without wanting to be disturbed. Many hotels place shoe shine machines at the entrance. Using them may not cost the guest anything, or they may need to flip a coin to activate the machine. Purchasing such a device can not only increase the level of satisfaction from your establishment, but also reduce the level of pollution of the hotel itself. An alternative to these expensive devices may well be simple shoe brushes, which will most likely be appreciated by guests as taking care of them.
It is also worth mentioning that many guests, especially in resort areas, come to relax with children. Hotels that respect themselves and their guests place within their boundaries at least a minimum set for children to play with. Today, tables with coloring books and pencils are even appearing in bank branches, so a complete lack of children's entertainment can negatively affect your rating. A children's playground is a necessity for hotels in the resort area. Many hotels also provide children's entertainment with animators who allow the kids to have fun and the adults to relax a little.
All services existing in the hotel business can, with some degree of convention, be divided into basic and additional. Providing the basic ones is usually free of charge. These usually include:
- hotel information service;
- bed linen, dishes, bathroom accessories in the client’s room;
- first aid kit and, if necessary, calling emergency medical assistance.
Additional services are most often provided for a fee. Their number is much larger. In addition, they often depend on the location of the hotel and the culture of the country in which the hotel is located. There are completely exotic types of additional services:
As a rule, the organization of additional services is important tool to attract customers to the hotel. Typically the list includes:
- various types of communication;
- delivery of food and a variety of drinks to the guest’s room;
- laundry and other types of household services;
- the possibility of inviting a translator, guide or tour guide;
- transport services and much more.
The convention of dividing services into basic and additional is due to the fact that each hotel has the right to independently establish service standards. Hotel management determines what to charge for and the price of this service, and what service to provide for free.
Laundry at the hotel
One of the most popular types of additional services in the hotel business is washing guest wardrobe items. This one is not surprising at all. Most hotel clients arrive either on vacation or for some serious business matters. Both options take quite a lot of time. In addition, while on vacation, it is quite understandable to want to deal with everyday issues as little as possible.
Currently, almost all hotels provide laundry services for clients. They either have their own laundries or have ongoing contracts with third parties. Since hotels are extremely profitable and large partners, they are always served at a decent level and in a short time. Therefore, using this service at a hotel almost always means both the quality of the wash and the item being returned on time.
The only disadvantage of this type of additional services is that they are almost always paid, which applies even to all-inclusive systems. The price level in most hotels is quite high. Therefore, each client decides for himself whether comfort and relief from everyday inconveniences are worth some financial costs.
Delivery of food and drinks to the hotel room
No less popular and in demand is the delivery of food to the client’s room, often called the English term roomservice. It is provided in the vast majority of hotels, and in serious hotels that aspire to the level of service, this type of service is simply mandatory.
Organizing the delivery of a variety of food and drinks for a hotel is not particularly difficult, since almost every hotel has its own restaurant or cafe. At the same time, customers can often order food prepared in third-party establishments. This possibility may be stipulated by the rules of each specific hotel.
Currently, despite the fact that food delivery to a guest’s room is an additional service, it is provided free of charge almost everywhere. This is not at all surprising, since it is extremely profitable for the hotel for the client to have breakfast, lunch or dinner inside the establishment, rather than going into the city. That is why, in order to increase the level of service, some hotels provide breakfast for free. In addition to food delivery service, many rooms feature minibars, making your stay even more enjoyable.
Cable TV in hotel room
IN modern conditions It’s hard to imagine a person who is deprived of the opportunity to watch television or periodically access the Internet for a wide variety of purposes - find out the news, work, or simply play your favorite game. online game. Naturally, hotel managers perfectly understand and represent the interests of the guests staying in their establishments. Therefore, almost all hotels have installed and operate various systems cable television. There is also free access to the Internet almost everywhere using Wi-Fi or a local wired network.
This service, which until relatively recently was a paid service, is now universally provided without payment. Although in some cases, some of the channels that are in greatest demand (some sports, for adults) are given limited access at a low price. This situation occurs infrequently and is always discussed when the client checks in.
It should also be taken into account that in the case of foreign trips, when staying in hotels in popular destinations for domestic tourists, the list of cable television channels shown necessarily includes several in Russian.
Availability of a safe in the hotel room
While on vacation, often with a minimum amount of clothing and belongings, the question always arises of how to ensure the safety of valuables and documents. It is quite obvious that taking them with you to the beach is impractical and can simply result in loss.
To solve this problem, hotels install small safes in their rooms, the volume of which is quite enough to leave documents, valuables, bank cards or cash. Modern safes take up very little space and do not interfere with your room at all. At the same time, they are quite reliable, providing a high level of security.
Most modern safes are equipped with electronic locks with a code set by the client himself. For emergency access (for example, if a guest has forgotten the code), the hotel staff has a service device that allows you to open the lock.
The service for using a safe installed in the room is almost always paid. Moreover, the price in most cases is low, so the service is in demand and constantly used. There are often cases when when groups of several families visit hotels, they pay for a safe in one of the rooms, where all valuables and documents are stored.
