Basic and additional services in hotels. Technology for providing additional services in a hotel

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

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

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

Hotels core product

The hotel is intended for temporary residence of people, and the main product of its activity is the provision of accommodation services. For the hospitality industry, in order for the fact of the formation of a product (service) to occur, the presence and active participation of two parties is necessary:hotel staff and client. In this case, the receiving party does not become the owner of the produced product, but is its consumer. Services are an intangible good, they are needed to meet the needs of customers that have arisen at the moment, that is, its provision in time and space is fixed, but the product is not subject to storage or transportation. Demand for hotel services can fluctuate from time of year. Differs in variability and inconstancy quality. But clients cannot measure the received service. You can't see or hear her. There will be inner feelings and memories that customers can share with family or friends, and this affects the reputation and, ultimately, the income of the hotel company.

Types of hotel services

There are basic and additional services in the hotel. They, in turn, can be free and paid. The main invariably remain accommodation and catering for customers. The main element in the placement are hotel rooms. They come in different categories and functional purposes and are used for work and leisure of customers. Tourists on vacation use hotel rooms mainly for sleeping. Therefore, the mandatory attributes in them are a bed, a bedside table or a night table, a chair or an armchair, a wardrobe, a wastebasket. In business rooms, in addition to the above, there is appropriate furniture and equipment for work.

The category of rooms is determined by the components of the comfort level. There are many evaluation criteria - this is the state andtechnical equipment of the room, amenities, catering establishments, adjacent territory, access roads and more. There is no single classification by class in the world, because in different countries the understanding of the level of comfort is different, and the assessment systems are different. The generally accepted criteria are location, capacity, functional purpose, duration of operation and length of stay of customers, catering, price level. Accommodation and catering services are already perceived by customers of different categories as a common thing. But additional and related services in the hotel distinguish it from other enterprises of a similar type and are the subject of increased interest of tourists.

Design and payment for basic services

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

When signing the contract, the list of services included in the payment for the room, and additional services in the hotel, provided for a fee, must be specified. Hotel employees do not have the right to provide services for a separate fee not from the list or replace one service with another without the consent of the client. And the guest has the right not to pay for such a service. The price for accommodation in the room, the procedure and form of paying the fee is set by the contractor. The consumer cannot appeal them without significant reasons. You can pay by the day or by the hour with an indication of the time of calculation. Appropriately certified hotels develop a list of preferential categories of customers andpayment arrangements for them. All the above information and additional services provided by hotels, as well as phone numbers of higher organizations, rules and laws, certificates, instructions, information about the work of enterprises located in the hotel and other important information should be conveniently placed for familiarization of customers in the room where the contract is drawn up.

Services included in the room fee

Money above third class usually includes:

• Reservation services directly from the reservation department, by phone or online.
• Arranging different payment methods for the room and correct billing.
• Very important obligations that the security service of a hotel company undertakes is to ensure the safety of accommodation and the safety of personal belongings in the room or luggage compartment, and for luxury hotels, the rooms must have a safe.
• Organization of information service, porter, porter service.
• Organizing maid service, i.e. cleaning the room.
• The price of the room includes the cost of toiletries in the bathroom, satellite TV.
• Organizing meals from morning coffee to all-inclusive.

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

Additional free services

Possible free provision of additional services in the hotel. Mandatory areemergency call services or the use of a first aid kit. Optional - these are currency exchange services, quick check-in and check-out services, provision of equipment for special categories of clients, such as disabled people; concierge, delivery of newspapers and magazines to the room, telephone, internet. These additional services in a first and second class hotel may not be available or may be provided for an additional fee.

Additional services for a fee

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

Possible list of additional services

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

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

• The services of entertainment enterprises, discos, nightclubs are no less important.
• Transport services include booking tickets for all types of transport, ordering a taxi and any vehicle, car rental.
• Consumer service establishments. There is a very large list of paid services. Firstly, everything related to the repair of clothes, shoes, equipment. Hire from a kettle to the latest electronics and an exercise bike. Storage of expensive things. Be sure to have a hairdresser or salon, often with a massage parlor, and more.

• A bathhouse, a sauna, a he alth complex with a swimming pool and a gym are at the disposal of clients of tourist complexes.
• Additional services are provided in hotels for tourists vacationing with the whole family. They often use the help of a nanny, an educator who can communicate in their children's native language. Provide care and supervision for pet owners,traveling with their pets.

Everything to combine leisure and business meetings

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

Unusual services

And then there are rare and unusual services that are the hallmark of some hospitality businesses. These hotels have their own clients. For example, those who like to sleep soundly in complete silence can go to New York. The Benjamin hotel management and special night concierges take care of the sleep of the guests. The floors and steps in the corridors are covered with soundproof carpets, and after midnight the fly will not fly by, you can sleep peacefully. And if you are a young couple and you want to spend your wedding in a special way that will be remembered for a lifetime, you can contact the travel agency and they will pick up a hotel on exotic islands and arrange a wedding according to the customs of the Aboriginal tribe. Just when you return home, do not forget to legalize your relationship or take a marriage registration service worker with you to the islands. But specify, maybe he is a client of a quiet London hotel, where for his guests, as in the last century, before going to bedthe concierge warms the bed with his own body. The current trend is as follows: if earlier additional services in hotels and their number spoke about the stardom of the tourism business, now the high quality of these services makes the "face" of a first-class hospitality enterprise.