Under services subject to the provisions of Article 779 of the Civil Code Russian Federation and the Law of the Russian Federation "On the Protection of Consumer Rights" is understood as the performance for a fee on the instructions of a citizen to meet his personal (domestic) needs of certain actions or the implementation of certain activities aimed at obtaining (achieving) a corresponding positive result (effect).
Tourist service - a set of purposeful actions in the service sector that are focused on providing and satisfying the needs of a tourist or a sightseer, meeting the goals of tourism, the nature and direction of a tourist service, tour, tourist product, not contradicting the universal principles of morality and good order.
If we turn to the definition according to GOST 50690-2000, then a tourist service is the result of the activities of an organization (tourist enterprise) or an individual entrepreneur to meet the relevant needs of tourists in organizing and implementing a tour and its individual components.
A service is an expedient production activity, the main feature of which is the coincidence of the processes of production, sale and consumption in time and space. Depending on the political and economic content, services of an intangible and material nature are distinguished.
Services of an intangible nature do not take an objective form and are not embodied in the cost of tangible products. Many economists emphasize that non-material services do not create a gross social product, or national income, on the contrary, a part of the national income is used to provide them. At the same time, the consumer receives not a product of labor, but labor in the form of the activity of a group leader, guide, guide, instructor, etc.
Tourist services represent a large segment of the service sector, ensuring the satisfaction of people's needs and the implementation of their activities in their free time: recreation, entertainment, travel.
Tourist intangible services:
transport services;
services of sanatorium-resort establishments;
health services;
educational services;
services of public organizations;
public administration services.
Services of a material nature are implemented in the sphere of circulation
product and act as production services.
Tourist material services:
non-passenger transport services;
blanks;
trade services;
housing and communal services;
Satisfying the needs and demand for tourism implies the presence of a variety of tourism services. These services may be fully consumable, such as food and drink, or partially consumable, such as hotel accommodations. In the latter case, additional services are required: air conditioners, central heating, telephone, etc. Much of what the tourist needs comes naturally, such as sunlight, oxygen, etc. These elements are usually characterized as free services, and they are not the subject of special study and analysis for the tourism economy as a whole. For the tourism economy, both tangible and intangible tourism services are of interest. Sometimes material services take the form of goods. Their main characteristic is that they are not quantitatively limited.
As already noted, the consumption of intangible tourist services occurs exclusively in the place where they are produced, and cannot be transported to the consumer, they are used by tourists only after they have migrated to the area of their localization. Such services are, for example, hospitality services that are localized in a certain place to attract tourists, catering services that are offered by restaurants, or entertainment services that are offered by opera houses, drama theaters, etc. in the same tourist centers.
The consumption of tourism services is constrained not by the possibilities of production, but by seasonality, that is, by the time and geography of the production of tourism services, which creates significant additional transport costs when consuming tourism services, which is possible only at the place of their production.
Typically, tourist services carry the specific properties of the area. For example, lunch in Tunisia is bound to be different from lunch in the Philippines; the cultural program in New York will include a visit to one of the theaters of Broadway, in Milan - the La Scala Opera House, in Paris - Lido, Folies Berger, Paradise or Moulin Rouge, in Moscow - the Bolshoi Theater, t i.e. the consumption of services that cannot be obtained anywhere else in the world. If everything is the same everywhere, then the services will still remain, since it is necessary to serve the local population, but the tourist services will disappear. Tourist services distinguishes
specific local flavor. This does not mean that tourists do not use the usual services. Laundry services, shoe repair shops, telephone, electricity, gas, etc. are also included in the services consumed by the tourist, but they do not constitute the purpose of travel.
In this regard, tourist services for the purpose of travel are divided into:
For targeted tourism services;
infrastructure services.
Target tourism services are tourism services that are specific to this particular place, the consumption of which is the purpose of travel.
Infrastructure services are the services of an infrastructure complex that are necessary for the life support of the population and are ubiquitous.
According to the role in the structure of tourist consumption, there are:
— basic tourist services;
— additional tourist services;
- accompanying services.
Basic and additional tourist services
Basic tourist services- targeted services included in the tour, i.e. services that are purchased in a package that guarantees their mandatory consumption at the place of rest. The tourist package includes four mandatory elements: tourist center, transport, accommodation services, transfer.
tourist center —
a place of rest for a tourist, including all his recreational opportunities: natural, cultural, historical, ecological, ethnic, socio-demographic, infrastructural. This element is mandatory, because without an object of interest it is impossible to organize a trip. It must be chosen. The tourist center is an integral symbol of interest that combines all the motives of the individual regarding recreational resources. When one person comes to a tourist office and says that he would like to go to France, another to the Crimea, and a third to the Pushkin Mountains, then regardless of the size of the territory, each tourist chooses his object. For one it is a country, for another it is a region, and for a third it is a specific place. Regardless of the individual scale of the consumer, the tour operator is obliged to reduce it to a single option - a tourist center. This is due to the fact that he is obliged to deliver the tourist to a specific place of rest, because it is there that transport will be ordered, it is there that the hotel will be ordered. Therefore, if the client says that he would like to visit France, then it is necessary to clarify which area of France he is interested in, and then help him choose a specific tourist center. At the same time, we will remember that even in one city, for example, in Moscow, there are several tourist centers, since living in the very center of the city, or in the area Izmailovsky park, or in the Southwest - this is a different set of recreational opportunities that cannot be transferred to any other place.
Transport —
means of transport with which you can get to the tourist center. The most widely used means of transportation is without a doubt the aircraft. For short distances - train, tourist bus, car. Most of the costs that determine the cost of a tour package are transportation costs. The more comfortable and fast mode of transport is used, the higher the cost of travel. With regard to high-speed modes of transport, it should be noted that, despite their high cost compared to other modes, they are also used for short distances, as they save tourists time for recreational purposes.
Accommodation services
- this is a specific hotel that is offered to the tourist in the tourist center for the duration of the trip. Accommodations in hotels differ according to the type of hospitality services that are offered to the tourist. These can be hotels, motels, villas, apartments, boats, campsites, etc. Catering services are not included separate element in a tourist package, since in tourism they form part of the accommodation services.
The WTO defines an accommodation facility as any facility that regularly or occasionally provides accommodation and overnight stays to tourists.
Hotels -
the main, classical type of tourist accommodation enterprises. One of its main features is the availability of numbers. Hotels provide a set of mandatory services: daily bed making, cleaning of rooms and sanitary facilities, as well as a wide range of additional and related services.
In the global hotel fund, two main groups of hotels are distinguished: for permanent residence and for temporary residence. In turn, they are divided into: 1) transit hotels serving any contingent in conditions of a short stopover; 2) business hotels, serving persons located in business trips and business trips; 3) hotels for recreation (tourist, resort, etc.). All these hotels have developed common mandatory requirements for the period of temporary residence of customers, the availability of conditions for accommodation, food, consumer services, as well as specific requirements due to the need to satisfy customers, taking into account their requests.
Depending on the purpose of the hotels, the characteristics of the categories of tourists served and some other factors, there are such types of hotels as a motel, camping, rotel, flotel, botel, tourist base, tourist shelter.
Let's take a closer look at the following types of hotels:
Akvatel - a stationary ship, withdrawn from service as vehicle and is used as a hotel.
Apartment hotel - a hotel consisting of apartments, the price of which does not depend on the number of guests living in it. It is designed for self-service, including for self-preparation of food by guests, therefore, kitchens with the necessary equipment are required in the rooms. In Europe, a kind of apart-hotel has been developed - an "anonymous boarding house" - a form that allows apartment owners to conclude an agreement with an agency to rent out their living space - one of the apartments in an ordinary residential building. As an "anonymous boarding house" a small a private house; sometimes the owner of the house rents out several rooms, and his family lives in the rest.
Base tourist - a tourist complex located on the route with active modes of movement, which includes premises for active rest tourists. It usually accepts tourists hiking with active means of transportation: mountain, water, skiing, hiking. Usually, tourist bases located in picturesque places, in gorges, at the edge of the forest, etc.
Botel - a small hotel on the water, which can be used as a suitably equipped vessel.
Bungalow - a small building made of lightweight materials used to accommodate tourists. Widespread in international youth tourist centers.
The most primitive means of accommodation in the world are the so-called guest houses where the only service provided is accommodation.
Congress hotel - a hotel specializing in the reception and service of guests of congresses and exhibitions.
Resort hotel - a hotel specializing in the reception and service of tourists arriving in given place recreation and recreation purposes. Its concept includes the provision of premises and additional amenities to serve individual visitors, families and group tourists arriving on Sundays and holidays. In recent years, many resort hotels, in order to even out the off-season load, began to pay attention to congress and business tourism, which are the second and third most important market segments.
City resort hotel - a city hotel that has a special material base for the recreation of guests: recreation centers with sports equipment, swimming pools, as well as direct connections with tennis and swimming sports clubs.
Resort congress hotel
is a hospitality company, which considers its main customers to be companies whose participants combine participation in the work of congresses with relaxation. Along with the premises for the conduct of congresses and specialized equipment, it can have its own golf courses, ski slopes etc., as well as a special leisure service.
Country house
- the second recreational dwelling owned by a private person and used by him for recreation. The first dachas in Russia appeared in late XIX c., they were concentrated along railways- the main transport artery used by summer residents on commuting trips from the city to the country house and back. The dacha is used mainly in the summer and is family oriented.
Inn yard - the oldest enterprises in the hospitality sector. Known since the 1st century. BC e. (The Roman Empire). They were located along the main roads to serve traveling officials and merchants, and then pilgrims. Basic services: accommodation and meals.
An ecological village is a socially organized area that provides recreation in a natural environment using traditional Russian accommodation (hut) and food. In Russia, it is planned to create an ecological village under the auspices of the WTO in the Galichsky district of the Kostroma region.
The ecological village provides natural behavior of tourists, observation of domestic animals, and other elements of the agro-recreational complex.
Camping - a camp for car, motorcycle, bicycle tourists, usually located in the countryside, sometimes not far from the motel. Camping campers are provided with places to stay overnight, often in tents or summer houses, equipped with kitchens for individual cooking and some basic amenities.
Motel - a hotel located near highway: A roadside hotel, in which, in addition to comfortable rooms, autotourists are provided with parking lots with appropriate service. Motel - a means of accommodation for autotourists, adapted for family accommodation and family service, without the need to pay for the entire range of services, as hotels offer. Thus, motels offer a limited range of services for more low prices than hotels.
The first motels appeared in the USA in the 1950s. XX century, when Kemmono Wilson built one of the first hotels for motorists - "Holiday Inn". In the early 90s. the share of accommodations in US motels was 38%.
Hotel - traditional type hotel company, usually located in major city or a significant recreational area with a large staff of staff providing a wide range of additional services And high level comfort. The largest hotel in the world - "Ambassador City Jomtien" is located in Pattaya, Thailand. It has 5,100 rooms.
The boarding house is an accommodation enterprise that has become widespread in world practice. Accommodation in a boarding house is much cheaper than in ordinary hotels. It does not fall under the category of stardom, since it is not required to meet the standards, it is a free firm. A traditional boarding house is characterized by a small number of rooms and is usually designed for up to 10-20 people. Most often it belongs to one family that serves guests. Only homemade breakfast is included in the rate. The guest house is characterized by an atmosphere of cordiality and warmth, which, along with low prices, attracts customers.
Rotel - a mobile hotel, which is a car with single or double rooms - sleeping compartments, which also have changing rooms, a shared kitchen and a shared toilet.
Fotel - a floating hotel, a large hotel on the water, a specially equipped ship. It is sometimes referred to as a "resort on the water". In addition to comfortable rooms, tourists are provided with a wide range of active recreation services: swimming pools, a gym, video libraries, water skiing, diving equipment, etc. Such hotels are also equipped with congress and concert halls, libraries, premises for temporary offices and facilities operational communication. Hotels on the water - chartered comfortable ships - have recently been often used to organize specialized travel and cruises such as business tours, congress tours, study tours, etc.
An important service (after accommodation) is food. Breakfast is almost always included in the price of accommodation. The second meal can be outside the walls of the hotel or given to the independent choice of the tourists themselves.
Rest and food are integral elements of human existence and their quality level largely determines the tourist experience and the cost of tourist services. The catering service always precedes entertainment and educational activities and is important.
Tourism organizers carefully study eating habits and try to please tourists. There are special recommendations for catering for tourists of various nationalities. It should be varied, moderately different from the usual way of eating and be a little bit of a surprise.
Transfer —
delivery of a tourist from the place of arrival located in the host country (airport, harbor, railway station) to the place of accommodation (hotel) where he will live, and back. Transfers are carried out using buses, sometimes taxis or limousines, if this type of transfer is included in the tour package or requested by the tourist.
Strictly speaking, a transfer is any transportation of a tourist within the boundaries of a tourist center. Therefore, this also includes trips from the hotel to the theater and back, to the museum, etc. But these transfers are usually not included in the tourist package, since customers do not always perceive them as a mandatory service.
By purchasing a package that includes four mandatory basic elements, you not only have significant discounts from the tour operator, since you have purchased a serial tourist product of a travel company, but you can always ask the tour operator to expand it by including other services or you can do it yourself - directly in the tourist center.
Additional tourist services– targeted and infrastructural services that can be obtained for an additional fee, not included in the tour price, but specific to this tourist center. The most developed complex of additional services will be offered to you in South-East Asia– from Thai massage to spearfishing; in total, more than one and a half thousand additional tourist services appear in the tourist centers of Thailand and Malaysia.
The composition of tourist services in accordance with GOST 56090-2000 includes excursions, trips and travel as a kind of service.
Excursion excursion can be provided as a sightseeing (i.e. day visitor), tourist, other visitor and local resident. All together on excursions they are referred to collectively as sightseers. Thus, an excursion is a tourist service that ensures the satisfaction of the spiritual, aesthetic, informational and other cognitive needs of a tourist or a sightseer.
Excursion activities - activities to organize the acquaintance of travelers with tourist resources in the country (place) of temporary stay, which does not provide for the provision of accommodation services (overnight stay).
The word "excursion" comes from the Latin "excursio". This word entered the Russian language in the 19th century. and originally meant "running out, military raid", then - "sally, trip." Later, there was a modification of the second word according to the type of names to “iya” (excursion).
Each excursion represents a special process of activity, the essence of which is determined by specific patterns (thematic, purposefulness, visibility, emotionality, activity, etc.).
During the excursion process, the guide helps the tourists to see the objects on the basis of which the topic is revealed (the first task), to hear the necessary information about these objects (the second task), to feel the greatness of the feat, the significance of the historical event (the third task), to master the practical skills of independent observation and analysis of the excursion objects (fourth task). In solving the last problem great place occupies the formation of the ability to see.
The ability to see how aesthetic perception
comes down to the ability to perceive architectural masses, colors, lines of all kinds, groupings of masses, colors, lines and their complexes in terms of perspective, light, air, angle of view.
The ability to see how historical perception
is as follows: firstly, one must be able to find typical features and features of a historical and cultural nature in an excursion object; secondly, one must be able to determine the layers in the excursion object, made by time during its evolution; Third, you need to be able to find historical facts in monumental and museum-historical monuments - a task that always requires great knowledge and skills
The material of the excursion, the professional skill of the guide in his presentation enable the tourists to analyze and draw the necessary conclusions. These skills in the course of showing and telling
the tour guide instills in the tourists.
One of the objectives of the excursion is to develop among the tourists an attitude to the topic of the excursion, the activities of historical figures, events, facts, in general, to the material of the excursion and to give it their own assessment.
To give an assessment means to form an idea about someone, something, to determine the value, character, role of someone or something, to recognize someone's merits, positive qualities.
The assessment of the excursion is the conclusions of the excursionist, to which the guide brings him.
The attitude to the excursion should be understood as: a certain view of the sightseer on the historical period to which the excursion is dedicated; perception of any action; understanding of the specific situations in which the writer, sculptor (artist) was, creating his work.
In this process, an important role is played by the material of the excursion, the presentation of it by the guide, the "angle, view" of the event and the assessment of it by the guide, as well as the guide's conviction that he is right. The main thing in this process is the problem of understanding. Most sightseers perceive the point of view of the guide, which becomes the basis for understanding the material and developing an attitude towards the subject of the show and story.
Excursion - a methodically thought-out display of places of interest, historical and cultural monuments, which is based on an analysis of the objects that are in front of the eyes of the tourists, as well as a skillful story about the events associated with them.
Activity is the activity of a person, which is aimed at achieving the goal. Excursion is the sum of interconnected and mutually dependent actions. These actions are varied - the movement of the group along the route, movement relative to objects (bypassing them), observation of the monuments included in the route, explanations. The tips of the guide make the actions of the tourists meaningful, purposeful.
Actions in the course of the excursion are divided into parts: the activities of the guide and the activities of sightseers.
The activity of sightseers finds its expression in such active forms as observation, study, research of objects.
The activity of the guide consists of a number of actions, the main ones being the preparation and conduct of excursions. Excursion - a specific type of activity of a specialist guide.
Each major center has numerous large and small museums and exhibitions. There are various types of amusement parks.
Slot machines for children occupy a large place in the attraction system. For adults, more serious entertainments are suitable, which are categorized as the gambling industry - billiards, skittles, bowling, golf, as well as time-tested and classic ones - cards, roulette and others.
During the season, tourist centers host whole cycles of interconnected events of the touring and entertainment industry, performances by famous artists, theater groups, famous singers and musicians. Art festivals are of great importance.
A large number of tourists are attracted by sports competitions and championships, auto racing, football, tennis, Goodwill Games, Olympic Games,
festivals, holiday shows.
Related services are the services of the local infrastructure complex, which are also used by tourists.
The main tourist services are oriented towards the consumption of tourists (for example, accommodation services, transfers, excursions); additional services can be provided both for tourists (minibar in the room, Futuroscope excursion in Poitiers in France, excursion to Disneyland in California, safari in South Africa, etc.) and for the local population (performances in Madison Square Gar -den in New York or the Mariinsky Theater in St. Petersburg, the Prado Museum in Madrid or the Uffizi Gallery in Florence, etc.). Related services are consumed mainly by the local population.
Chapter 2. Subjects of contractual obligations for the provision of tourism services
2.1 Rights and obligations of the tourist
Tourist rights.
In preparation for the trip, during its completion, including transit, the tourist has the right to:
necessary and reliable information about the rules of entry into the country (place) of temporary stay and stay there, about the customs of the local population, about religious rites, shrines, monuments of nature, history, culture and other objects of tourist display that are under special protection, the state of the natural environment ;
freedom of movement, free access to tourist resources, taking into account the restrictive measures adopted in the country (place) of temporary stay;
ensuring personal safety, their consumer rights and the safety of their property, unhindered access to emergency medical care;
compensation for losses and compensation for non-pecuniary damage in case of non-fulfillment of the terms of the agreement on the sale of a tourist product by a tour operator or travel agent in the manner prescribed by the legislation of the Russian Federation;
(as amended by Federal Law No. 12-FZ of February 5, 2007)
assistance of the authorities (local authorities) of the country (place) of temporary stay in obtaining legal and other types of emergency assistance;
unhindered access to communications.
Responsibilities of a tourist
During the journey, including transit, the tourist must:
comply with the legislation of the country (place) of temporary residence, respect its social structure, customs, traditions, religious beliefs;
preserve the natural environment, take care of natural, historical and cultural monuments in the country (place) of temporary residence;
comply with the rules of entry into the country (place) of temporary residence, exit from the country (place) of temporary residence and stay there, as well as in the countries of transit;
observe the rules of personal safety while traveling.
2.2 Rights and obligations of the tour operator
The obligation of the contractor to inform the consumer about circumstances that may affect the quality of the work performed (service rendered) or entail the impossibility of completing it on time
The Contractor is obliged to inform the consumer in a timely manner that compliance with the consumer's instructions and other circumstances depending on the consumer may reduce the quality of the work performed (service rendered) or entail the impossibility of completing it on time.
(as amended by Federal Law No. 212-FZ of December 17, 1999)
If the consumer, despite timely and reasonable informing the contractor, does not replace the unsuitable or poor-quality material within a reasonable time, does not change the instructions on the method of performing work (rendering a service), or does not eliminate other circumstances that may reduce the quality of the work performed (rendered service), the contractor has the right to refuse to perform the contract for the performance of work (provision of services) and demand full compensation for losses.
(as amended by Federal Law No. 171-FZ of December 21, 2004)
The main participants in tourism and the system of relationships.
The implementation of tourism operations involves certain relations between tourists - consumers of travel services and travel companies - their producers and distributors, as well as the relationship of the latter with various organizations (banks, transport and insurance companies, etc.) that provide the performance of this type of service.
The system of relations between the main subjects of the tourism business is presented in the diagram:
Tourism Operations Entities
The work of travel companies with tourists includes:
- offering a certain set of tourist and excursion services to a tourist or a group of tourists;
- receiving from the client Money for a ticket (tour);
- transfer of funds to certain organizations for accommodation, accommodation, excursion services.
The contractual relationship between the tourist and travel company develop as a relationship between a buyer (customer) and a seller
(performer) .
At the same time, the special nature of the “product” purchased from a travel company should be emphasized. Entering into a contractual relationship with her, the tourist expects to eventually receive the set of services he needs. The firm provides him, as a rule, not yet the services themselves. and the rights (guarantees) of receiving in certain time, in a certain place of services directly carried out by other companies that do not have direct contractual relations with this tourist, but are in contractual relations with the sending travel company. The tourist also acquires guarantees for the provision of certain types of services by the sending company itself. The totality of these rights is displayed in the voucher, which is the final "product" of the travel company and, accordingly, the subject of its implementation.
Tour operator
activity
- this is an activity for the formation, promotion and sale of a tourist product, carried out on the basis of a license by a legal entity or an individual entrepreneur (tour operator).
Travel agency activities - activities to promote and sell a tourist product, carried out on the basis of a license by a legal entity or an individual entrepreneur (travel agent).
The relationship between the tour operator and the tourist is most often built on the basis of an agency agreement on granting the first to the second the right to sell the tourist product formed by the tour operator.
That is why when organizing tours, travel companies
cooperate with
insurance
companies. The insurance premium is included in the ticket price. Its value depends on the tariff. There are four types of tariffs, which are based on:
– conditions of embassies, which can determine the minimum amount of the sum insured, for example, for Western Europe it is about 30 US dollars;
- duration of the trip;
– the number of people in the group (discounts from 5 to 20% are possible);
- age (over 60 years old, the sum insured can be increased in
twice).
The tour operator ensures the provision of all services included in the tourist product to tourists, independently or with the involvement of third parties, on which the tour operator is entrusted with the fulfillment of part or all of its obligations to tourists and (or) other customers.
The tour operator shall be liable to the tourist and (or) other customer provided for by the legislation of the Russian Federation for non-fulfillment or improper fulfillment of obligations under the contract for the sale of a tourist product (including for failure to provide or improper provision of services included in the tourist product to tourists, regardless of who should services were or were being provided).
The tour operator is responsible to tourists or other customers for the actions (inaction) of third parties, unless federal laws and other regulatory legal acts of the Russian Federation establish that a third party is responsible to tourists.
The tour operator is also responsible to tourists and (or) other customers for actions (inaction) committed on behalf of the tour operator by its travel agents within the limits of their duties (authorities).
Chapter 3. Legislation on the provision of tourism services
The regulatory framework is very broad in the field of services, for example
This Federal Law defines the principles of state policy aimed at establishing legal framework single tourist market in the Russian Federation, and regulates relations arising from the exercise of the rights of citizens of the Russian Federation, foreign citizens and stateless persons to rest, freedom of movement and other rights when traveling, and also determines the procedure for the rational use of tourist resources of the Russian Federation.
3. Decree of the Government of the Russian Federation.
Government Decree of December 31, 2004 N 901 “On approval of the regulation on federal agency tourism (as amended by Decree of the Government of the Russian Federation of March 14, 2005 N 127)
List of used literature
1. The Civil Code of the Russian Federation is regulated by chapter 39. Paid services
2. Federal Law "On the Basics of Tourism in the Russian Federation" Adopted by the State Duma on October 4, 1996, Approved by the Federation Council on November 14, 1996 (as amended by Federal Laws of 10.01.2003 N 15-FZ, of 22.08.2004 N 122- FZ, dated 05.02.2007 N 12-FZ)
3. Decree of the Government of the Russian Federation of December 31, 2004 N 901 “On approval of the regulation on the Federal Tourism Agency (as amended by Decree of the Government of the Russian Federation of March 14, 2005 N 127)
4. Gulyaev V.G. Organization of tourism activities. Tutorial. M.: Nollidzhi. - 2001. - 312 p.
5. Danilin A.E. Development of foreign tourism in the Russian Federation // Entrepreneurial Law. –2000 . No. 4. P. 21
6. Marinin M.I. On the problems of Russian tourism // Economics and life. - 2002. No. 31. P. 42.
8. V. Mikhailenko. Tourist and resort business should bring income to the country's piggy bank. // Caucasian health resort. - 1999. - March 27. – p. 12
9. Semin V.S. Organization international tourism: Textbook. - M.: Finance and statistics, 2000. - 400 p.
10. Churmaeva E. Learning to make money on tourism. // Echo of the planet. - 2003. - June 9-15. – pp. 32-33
11. Shpilko S.A. I have always defended the tourism business // Caucasian health resort. November 12th. 2000. - S. 2
tourist service is the result of the activities of a tourism enterprise to meet the needs of tourists. Service itself is an invisible commodity of a special kind. The service arises in the process of its consumption and does not exist separately, by itself. This is the main difference between a service and a product. The good is usually delivered to the consumer, and in relation to the tourism service, the consumer is delivered to the place of its generation.
Tourist services can be divided into:
main tourist services are regulated by a contract for tourist services and a voucher. These services typically include: accommodation, food, transport services, including transfer, excursion services, tourist center.
tourist center- a place of rest for a tourist, including all his recreational opportunities:
natural, cultural-historical, ecological, ethnic, socio-demographic, infrastructural.
Transport- means of transportation with which you can get to the tourist center. The most widely used means of transportation is without a doubt the aircraft.
Accommodation services- this is a specific hotel that is offered to the tourist in the tourist center for the duration of the trip.
additional (target and infrastructure services not included in the tour price and purchased for an additional fee). Additional services may be offered at the time of purchase of the tour and will be included in the cost of the tour, or may be offered during the tour and paid by the tourist himself
Services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);
Shops (souvenir, grocery), vending machines;
Entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
Excursion service, services of guides-translators;
Organization of sale of tickets 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;
Household 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 watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);
Beauty salon services;
Sauna, bath, swimming pools, gym;
Rent of negotiation halls, conference hall;
Business center services;
Transport services- one of the main types of services in tourism. They account for the main share in the price structure of the tour. Depending on the duration and distance of travel, this share (in most cases) ranges from 40 to 60%
The main share in the overall structure of transport services belongs to aviation transport. The largest number of tourists, especially those traveling long distances, use aviation services. Aviation companies, having international booking and reservation networks, pay travel agencies a certain amount for each booked seat on an airplane, thereby motivating them to choose air travel.
Transportation services and other transport services are present in various components of the tourism product. Transportation from the place of departure to the place of destination and transfer – transportation of tourists to the destination, transport services on the spot.
Tourist transport travel is implemented by several types of transport: rail and road; aviation and automobile; water, etc. The most mobile modes of transport are buses and cars. They are used both on an independent route and as an auxiliary (transfer) transport for the delivery of tourists from airports or train stations to the hotel and back.
Automobile transport can rightfully be called a transport of general use, since it is used everywhere: from transfers and excursions, inside shuttle bus services to car rental by tourists for personal use on vacation. Buses and cars transport of local and intra-regional significance. Bus sightseeing and educational tours with visits to several cities and places of interest are especially popular. It is convenient for tourists that they can travel along the route and within the city on their own transport.
The main competitor of buses in group transportation is Railway. Within our country, it has some priority over air transportation (on group domestic routes). The advantage of rail transport is also lower fares and (in foreign countries) an extensive system of discounts, tickets, etc., allowing travel at significantly lower prices. However, neither bus nor rail transport competes with aviation over long distances.
Water transport, river and sea By themselves, they already evoke the image of a tourist-cruise service and are used quite actively in tourism. Water travel has a number of both advantages and disadvantages compared to other modes of transport. The most significant advantages are a high level of comfort, a large volume of one-time loading, the possibility of implementing various types and purposes of tourism (cognitive, business tourism, educational, shop tourism, etc.), good rest, a full range of life support. The main disadvantages are the low speed of movement of vehicles, high tariffs, limited mobility, and often the susceptibility of some people to "seasickness" on sea cruises.
Transport contributes to the development of regions, helps to increase the prestige of the country
Vehicle classification. In accordance with the Recommendations on Tourism Statistics developed by UNWTO, the following classification of means of transport is proposed:
Air transport: scheduled flights; non-scheduled flights; other air transportation.
Water transport: passenger lines and ferries; cruises; other types.
Land transport: railway transport; intercity and city buses; other road transport; private cars for up to eight people; rental of vehicles.
International vehicle classification:
Air Transport:
Regular flights of national and foreign airlines;
Charter flights of national and foreign airlines;
Other flights: private jets, air taxis, other aircraft.
Water transport:
Commercial sea and river vessels: passenger lines, ferries, cruise ships.
Yachts, warships with a courtesy visit.
Ground transport:
Rail transport: regular flights, special tourist trains, other types;
Bus transport: regular flights, special tourist buses;
Private vehicles: taxis and rental cars with drivers, rental cars, own cars, motorhomes, hitchhiking, motorbike, bicycle
Basic and additional services in the field of tourism
Similar abstracts:
Tourism as a social factor of recreation, health improvement, mutual understanding between people, access to historical and cultural values. general characteristics and classification of tourism services. The main properties of tourist services. The quality of tourism services.
Motels as an alternative way to develop the hotel tourism business in Novosibirsk. Features of the location of the suburban motel "Time Machine", target groups of customers, list of services, meals, price policy, advantages and competitors.
Technological map of tourist travel. Proposals for the creation of a new sample of the technological map of tourist travel: visible shortcomings and omissions of the technological map of the tour; draft of a new technological map of tourist travel.
The role of the tourism product in the tourism industry. The influence of a properly designed tour package on the work and creation of a positive image of the tour operator company. The concept and structure of the tourist product. Tourism product development, tour costing.
Basic concepts of the hotel industry: hotel, room, place. Hotel classification systems: according to the level of comfort, functional purpose (tourist, business), purpose (motel, camping, boarding house, rotel). National classification systems.
Features of the provision of hotel services. Provision of information. Specific risk factors in hotels. Registration of accommodation. The role of marketing research of hotel services. Responsibility of the contractor, consumer for the provision of services.
An additional tourist product as one of the constituent elements of the tourist product, its place in the structure of the tourist product. Analysis and development trends of the market of additional tourist products, recommendations and measures to solve its problems.
Tourist activity. Licensing, standardization in the tourism industry, certification of the tourism product. Features of the formation, promotion and implementation of the tourist product. Tour operator. Travel agent. Planning, product life cycle.
Excursion activity as one of the main components of the tourism industry. The structure of the excursion service program. List of documents required for registration of the excursion service. Basic requirements for a guide-interpreter.
Hotel and restaurant complex and its typification. The history of the development and improvement of the hotel and restaurant complex as a branch of the service sector. Characteristics and description of the features of each type of hotels and restaurants. Work improvement.
Tourism, being a sphere of the economy, fully perceives the regulatory impact of the norms of various branches of law: administrative, environmental, insurance, customs, consumer protection and others.
The hospitality industry as a complex field of activity of workers who satisfy any requests and desires of tourists. The main factors of growth of the tourism industry. Business entities in the modern tourism system. The structure of the tourism industry.
Personnel composition of the tourist and hotel complex. Signs of hotels as enterprises of the hotel industry, their typology and classification. Types of accommodation facilities. Requirements for premises, activities of services and the mode of operation of collective accommodation facilities.
The need for a clear strategy for the production and promotion of tourism products. The content of the concept of "quality" in the hotel industry. Tourist services: quality criteria, types and regulation by law. The role of staff as a tourist service.
Definition and characteristics of a tourist enterprise as a necessary element of the tourist services market. The role of an additional tourist product as a means of increasing the competitiveness of a tourist enterprise, analysis of the main trends in its market.
Definition of the term "hotel". The content of the accommodation service. Additional services in the hotel. Hotel typology: luxury hotel; motel; hotel garni; boarding house; botel; floatel. hospitality levels. Seasonal demand for hotel services.
Theoretical characteristics of tourism activities in the Republic of Kazakhstan - the activities of individuals or legal entities that have a license for this species activities to promote and sell the tourist product formed by the tour operator.
A hotel is an enterprise intended for temporary residence, it is a property complex (building, part of a building, equipment and other property) intended for the provision of services;
Consumer - a citizen who intends to order or order and use services exclusively for personal (domestic) needs;
Contractor” - an organization regardless of the form of ownership, as well as an individual entrepreneur providing services to consumers under a reimbursable contract.
Tourist - a citizen visiting the country (place) of temporary stay for recreational, educational, professional, business, sports, religious and other purposes (without engaging in paid activities) for a period of 24 hours to 6 months. in a row or carrying out at least one overnight stay.
Service provider of accommodation facilities - an organization, an individual entrepreneur, providing services of accommodation facilities.
Services of accommodation facilities - the activities of the contractor for the accommodation of tourists and the provision of hotel, specialized (health, health, sanatorium, sports, tourist and other services)”.
Service is the activity of the performer to satisfy the needs of the consumer. According to the functional purpose, the services provided to the population are divided into material and socio-cultural. A material service is a service to meet the material and everyday needs of a consumer of services. A material service ensures the restoration (change, preservation) of the consumer properties of products or the manufacture of new products on the orders of citizens, as well as the movement of goods and people; creation of conditions for consumption.
In particular, material services may include household services related to the repair and manufacture of products, housing and communal services, catering services, transport services, etc. A socio-cultural service is a service to satisfy spiritual, intellectual needs and maintain normal life consumer. The socio-cultural service ensures the maintenance and restoration of health, the spiritual and physical development of the individual, and the improvement of professional skills. Social and cultural services may include medical services, cultural, tourism, education and other services, including hotel services.
The indicator of the services provided is the category of the hotel.
When assigning a hotel to a certain category, along with other requirements, the following are taken into account:
Range and quality of services;
Service level.
The quality of the services provided must comply with the terms of the contract, and in the absence or incompleteness of the terms of the contract, the requirements usually imposed on these services.
Services provided in hotels are divided into basic and additional. They can be free and paid.
Basic services include accommodation and meals. Registration of residents and departing from the hotel must be carried out around the clock. In public catering, communications and consumer services located in a hotel, persons living in a hotel are served out of turn.
The following services can be provided to guests at no additional charge:
Call an ambulance;
Use of a medical kit;
Delivery to the number of correspondence upon receipt;
Wake up at a certain time;
Providing boiling water, needles, threads, one set of dishes and cutlery.
In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid extra. The list and quality of the provision of paid additional services must comply with the requirements of the category assigned to the hotel.
For medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort, a huge list of additional services is typical:
Services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);
Shops (souvenir, grocery), vending machines;
Entertainment infrastructure (disco, casino, nightclub, slot machine hall, billiard room);
Excursion service, services of guides-translators;
Organization of sale of tickets 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 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 watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);
Beauty salon services;
Sauna, bath, swimming pools, gym;
Rent of negotiation halls, conference hall;
Business center services;
Other services.
Hotel services
Basic services of hotel enterprises
From the point of view of common sense, there can be no question of any kind of hospitality without satisfying the primary needs of a person - 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. Bailik:
“A hotel is an enterprise that provides people who are away from home with a range of services, the most important of which are equally the service of accommodation and meals.”
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 that are performed directly by the hotel staff: porter services for the reception and registration of guests, maid services for cleaning hotel rooms etc.
Hotel rooms are the main element of the accommodation service. These are multifunctional premises designed for rest, sleep, work of living guests. Their most important function is to enable sleep. The significance of other functions of hotel rooms, first of all, depends on the purpose of the hotel and the needs of guests. For example, in business hotels.
Different hotels have different categories of rooms, differing from one another in area, furniture, equipment, equipment, etc. However, regardless of the category hotel room must have the following furniture and equipment: bed, chair and armchair, night table, wardrobe, general lighting, wastebasket. In addition, each room should contain information about the hotel and an evacuation plan in case of fire.
Other services complete 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 room 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, private hotel bed and breakfast, garni hotel, boarding house, gostiny dvor, rotel, botel, flotel, flaitel. Services provided in hotels are divided into basic and additional. They can be free and paid.
The main services include services: accommodation and meals in accordance with the "Rules for the provision of hotel services".
Accommodation services
In each individual state, understanding the level of comfort as a classification criterion is approached differently, which is why there is no single classification of hotels in the world.
The World Tourism Organization (WTO) has only proposed a standard classification of accommodation facilities.
However, there are several common classification features. I will highlight only the most used among them:
1. Comfort level is a complex criterion, the terms of which are:
The state of the room fund: the area of the rooms, the share of single, multi-room rooms, suites, the availability of communal amenities in the rooms;
Condition of furniture, inventory, sanitary and hygienic items;
Availability and condition of catering establishments;
Condition of the building, access roads, arrangement of the territory adjacent to the hotel;
Information support technical equipment;
Ensuring the provision of additional services.
2. Room capacity- the number of seats that can be offered to customers at the same time. It is generally accepted to divide hotels into:
Small - up to 150 seats (in some countries no more than 100 rooms);
Medium - 150-400 beds (up to 300 rooms);
Large - over 400 beds (over 300 rooms).
3. Functional purpose- this criterion is decisive in determining the typological structure of the hotel. In total, there are two large groups of enterprises: transit and target:
Transit - hotels serving tourists in conditions of a short stop. They are located on highways with high traffic, they have a limited level of comfort.
Target hotels, depending on the purpose of the trip, are divided into:
Business hotels serving persons on business trips;
Hotels for recreation (resort - providing accommodation, meals and a number of additional services to people seeking to relax and restore health, and tourist - the main goal of vacation).
4. Location. There are various variations here. Hotels can be located within the city, in the mountains; on the coast, etc.
In addition to the location of the hotel, the classification of rooms and the view from the rooms are distinguished.
5. Duration of activity. According to this criterion, hotels are classified into hotels operating all year round, operating 2 seasons, or hotels operating only 1 season.
6. Nutrition:
All-inclusive hotels (accommodation + 4 meals a day with the inclusion of alcoholic drinks, both local and foreign, depending on the specifics of the hotel and cost value);
Hotels providing full board (accommodation + 3 meals a day);
Hotels providing half board (accommodation + 2 meals a day with a variation of breakfast-lunch or breakfast-dinner);
Hotels offering accommodation and breakfast only.
7. Length of stay:
Hotels for long stay guests;
Hotels for short stays.
8. According to the price level, hotel rooms are classified into:
Budget (25-35 USD);
Economical (35-55 USD);
Medium (55-95 USD);
First-class (95-195 USD);
Apartment (65-125 c.u.);
Fashionable (125-425 USD).
- "suite" - a room in the accommodation facility with an area of at least 75 m 2, consisting of three or more living rooms (living room / dining room, office and bedroom), with a non-standard wide double bed and an additional guest toilet;
- “apartment” - a room in an accommodation facility with an area of at least 40 m 2 , consisting of two more living rooms (living room / dining room, bedroom), with kitchen equipment;
- “suite” - a room in an accommodation facility with an area of at least 35 m 2, consisting of 2 living rooms (living room and bedroom), designed for 1-2 people;
- “studio” - a one-room apartment with an area of at least 25 m 2, designed for 1-2 people, with a layout that allows using part of the room as a living room / dining room / office;
First category room - a room in the accommodation facility, consisting of one living room with one / two beds, with a full bathroom (bath / shower, washbasin, toilet), designed for 1-2 people;
Room of the second category - a room in the accommodation facility, consisting of one living room with one / two beds, with an incomplete bathroom (washbasin, toilet or one full bathroom in a block of two rooms), designed for 1-2 people;
Third category room - a room in the accommodation facility, consisting of one living room with the number of beds according to the number of residents, with an incomplete bathroom (washbasin, toilet or one full bathroom in a block of two rooms), designed for several people.
So, there are many principles and criteria for the world classification of hotels, everything depends on national, geographical features country, as well as local traditions. When classifying hotels in different countries also use different systems.
The main function of the hotel is to provide lodging for people who are away from home, and sleeping places are the most characteristic products of the hotel. In most hotels, room sales are the hotel's largest and only source of income, and in many hotels rooms generate more sales than all other services combined. Room sales are also consistently the most lucrative source of hotel revenue, generating the highest levels of profit and contributing the bulk of hotel operating income.
Hotel room revenue is earned through three main services: hotel front desk, unified services, and hotel management. Each of these services may also contribute to other hotel activities to a greater or lesser extent, but their main functions arise from the needs of the resident guests and they provide the guests with the basic hotel services. Therefore, it is convenient to consider the hotel front desk, unified services, and hotel management together as integral parts of the hotel's function of accommodating guests.
The three main components of the accommodation function are available in most hotels and are usually organizationally related to separate departments. But their organization and staffing often differ in hotels of different sizes, types and standards. In smaller hotels, only a few people can work in each of them and have a large range of duties; as the size of the hotel increases, each service may be subdivided into separate departments or departments, in which the people working in them perform more specialized tasks.
An urban transit hotel with a short average stay requires a somewhat different approach than a resort hotel where guests are accommodated for more long term eg for one or two weeks. There is also a relationship between prices, the range and quality of facilities and services provided, and the way they are organized.
Catering service
In addition to the direct services of the hotel industry, hotels can carry out other types of economic activity, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs. A restaurant at a hotel can be a separate catering establishment, or it can also be one of the divisions of the hotel complex.
At the same time, regardless of the fact that the restaurant is not an independent legal entity providing public catering services, it is subject to all the requirements established by law for public catering enterprises. The main requirements for such catering establishments as restaurants are established in the Decree of the Government of the Russian Federation dated August 15, 1997 No. 1036 “On Approval of the Rules for the Provision of Catering Services”.
In accordance with the classification of catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises, the restaurant is a public catering enterprise with a wide range of complex dishes, including custom-made and branded ones; wine and vodka, tobacco and confectionery products, with an increased level of service in combination with recreation.
It should be noted that this type of catering establishments as restaurants is also divided into classes. The class of a public catering enterprise is a set of distinctive features of a certain type, characterizing the quality of the services provided, the level and conditions of service.
Restaurants in terms of service level and types of services provided to visitors differ in:
Luxury class;
Top class;
First grade.
For class luxury characterized by sophistication of the interior, a high level of comfort, a wide range of services provided to visitors, as well as an assortment of original, exquisite custom-made and signature dishes, products for restaurants, and for bars - a wide selection of branded and custom-made drinks and cocktails.
Higher the class is distinguished by the originality of the interior, the choice of services, a diverse range of original, gourmet, custom-made and branded dishes and products for restaurants, wide choice branded and custom drinks and cocktails - for bars.
First the class corresponds to the harmony, comfort and choice of services, a wide range of specialties and products, as well as drinks of complex preparation for restaurants, a set of drinks, cocktails of simple preparation - for bars.
Confirmation of the compliance of the restaurant with the selected class is carried out by certification bodies accredited by the Russian Federation Committee for Standardization, Metrology and Certification in the prescribed manner. In accordance with this, the requirements for restaurants at hotels may vary depending on its class, but in any case, restaurants are subject to strict requirements regarding the quality of services, their safety for the life and health of people, the environment and property.
