Since the 2000s, in Russia, as well as in a number of Western countries, the number of companies engaged in the service sector has increased and is now continuing to increase. According to official Russian statistics, in recent years the number of hotels in the Russian Federation has increased by a third. In most of Russia, there is consistently a noticeable shortage of business and luxury hotels. There are also few budget hotels now, and the level of service is traditionally low.

Classification of hotels in Russia

Large hotels, hotels and hostels are always classified according to an international system of established standards - according to the number of stars the establishment has. In Russia, such a gradation is also relevant. In some of eastern countries There is another system in place - points. In Russia, hotels are assigned stars based on the number of points they accumulate, in accordance with approved standards:

• No stars - assumes minimal functionality - sleeping place, hot water, heating and one toilet, room area 9 m².
• One star is inexpensive option accommodation with extremely modest service and cleaning.
• Two stars - low-budget category, provides daily cleaning.
• Three stars is a mid-price hotel, rooms are cleaned daily and include a separate bathroom, TV and personal refrigerator, there are additional services, laundry, gym, single and double rooms.
• Four stars - here the requirements are similar to three-star ones, but linen is changed daily, there is air conditioning and personal care products for body and hair for every day, the cost of such rooms is higher, but the service is much better.
• Five-star luxury rooms mean designer design, exclusive services, large room area, premium interior and restaurant.

Advantages and disadvantages of the hotel business

Among the advantages are:

• high demand for services;
• liquidity of the business and the ability to quickly sell it if necessary;
• government support at all levels of small business;
• good source of profit;
• expansion of the number of services offered.

Among the serious shortcomings that hinder the opening of hotels are the following aspects:

• uneven profit generation, lack of sales at the end of the tourist season;
• large initial costs for renting premises, hiring staff and implementing a business plan;
• serious shortage of qualified personnel at the initial stage;
• bureaucratic problems with collecting papers and high taxes.

The hotel business scares off many entrepreneurs at the initial stage because of the high cost, as well as the need to obtain initial investments, but those who have invested and started running a hotel business have a stable high income.

Hotel infrastructure

Hotel infrastructure - four conference halls "Sochi" (110 people), "Novosibirsk" (35 people), " Nizhny Novgorod"(50 people), "Ekaterinburg" (14 people) are equipped with the most modern equipment necessary to ensure that any conference is a success;

Services provided by the Marins Park Hotel

• 1. Basic services:
  • · free Wi-Fi Internet - bullet (100 Mbps) throughout the hotel;
  • · free breakfast;
  • · telephone with long-distance communication;
  • · refrigerator minibar;
  • · comfortable bed with orthopedic mattress;
  • · hypoallergenic bedding;
  • · plasma TV with 64 satellite channels (diagonal 105 cm).
  • · washing clothes (laundry services);
  • · storage of large luggage;
  • · comfortable taxi from the airport or railway station for guests of Luxury rooms;
  • · instant delivery of pizza and sushi directly to your room;
  • · minor clothing repair services (sewing workshop);
  • · and also entrust your car to a securely guarded parking lot.
• 2. Additional services

List and quality of provision of paid additional services must meet the requirements of the assigned hotel category.

List of additional services:

• · catering services (bar, restaurant, cafe, buffet, beer bar);
• · shops (souvenir, grocery), 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, 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;
• · 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, manicure and salon services. massage rooms and other household services);
• · beauty salon services;
• · sauna, bathhouse, swimming pools, gym;
• · rent of meeting rooms, conference halls;
• · business center services;
• · other services.
• 3. Extravagant services

A hotel where guests are served by ladies and lords.

Influenced by the Downton Abbey series, set during the reign of King George V in the 20th century, the owners of the Marins Park Hotel in Rostov-on-Don came to the conclusion that their guests should be served exclusively by ladies and lords.

Now, in order to count on working in this hotel, you first need to receive the title of lady or lord, with all the attendant rights, family coat of arms and other honors.

"The Butler by Smell"

An interesting feature in the form of an exclusive service under the original name “Fragrance Butler” (smell butler). At any time of the day, upon a call from a guest, a “scent butler” appears on the threshold of the room with a silver tray on which bottles of such luxurious fragrances as Chanel No. are located. 5, Daisy Marc Jacobs, Tom Ford for Men, Bulgari Pour Homme, etc. The guest can use any of the offered fragrances for free an unlimited number of times during his stay at the hotel.

In addition, each of the chain's hotels offers a different "scent menu". The set of perfumes that are included in the “fragrance menu” depends on the location of the hotel, climatic conditions and the general atmosphere.

The idea of ​​offering a luxurious “perfumed menu” service to its guests arose from the administration of the Marins Park Hotel in response to tightening rules for the transportation of luggage and hand luggage. “By offering our guests a choice of luxury perfumes, we take the stress out of flying. We help them enjoy their trip,” explain representatives of the Marins Park Hotel, who offer a unique service.

According to the requirements of the Regulations dated June 21, 2003, hotels and tourist complexes must be equipped with engineering and technical equipment that provides a high level of comfort and maximum convenience for residents.

Engineering equipment includes:

• - engineering equipment;
• - telecommunication systems;
• - technological equipment.

Hotel engineering equipment means:

• - sanitary systems (heating; cold and hot water supply; ventilation and air conditioning; sewerage);
• - elevator facilities;
• - energy management.

Telecommunication systems serve to transmit voice, data, video, allow you to automate the operation of the hotel and establish communication between all services and departments. The use of technological equipment ensures the necessary sanitary condition of the building, premises, equipment and inventory, as well as the operation of the service sector.

Hotel staff need to know the structure, operating principle and operating rules of the equipment, and be able to independently solve technical problems that arise during the work process.

Electrical equipment in hotels. Lighting for rooms and public areas in temporary hotels, as well as low-current devices, with the help of which it is possible to satisfy the ever-increasing needs of the clientele for comfort and contribute to the rationalization of service and management of the hotel enterprise, are of particular importance.

Artificial lighting of hotels is conventionally divided into three parts:

• - a representative part of the hotel with public spaces (entrance lobbies, hotel documentation bureaus, various salons, restaurants, halls, etc., the lighting of which depends to a large extent on the interior architecture, determined by the taste of the architect and the traditions of the country (sometimes a specific region);
• - hotel rooms and common corridors, occupying the largest part of the area (60-80%);
• - area occupied by technical rooms, kitchens, laundries, etc., the lighting of which does not pose a problem if technical standards are observed.

When establishing the type of lighting (incandescent or fluorescent lamps), in addition to the extremely important aesthetic aspect, it is necessary to be guided by operating costs and GOST requirements. Switching on and off the lighting of public premises should be carried out centrally from special points or switchboards located outside evacuation routes. A network of sockets for powering household electrical appliances should be provided in corridors and public spaces.

Lighting of corridors, elevators, stairs. Usually, due to the specific layout of hotels, there is no daylight in elevators, so even during the day it is necessary to use artificial lighting at a level corresponding to the rooms with daylight, or those rooms from which these corridors are entered. It is accepted that during the day, illumination from 200 to 400 lux is sufficient. In the evening and at night it can be lowered. The lighting level should remain sufficient to read the room number.

As for stairs, they can be of two types: used by service personnel and only in case of danger by clients, and entrance stairs to halls and restaurants. For the former, utilitarian diffused light that does not cast shadows on the steps is sufficient. For the latter, lighting takes on decorative functions.

Room lighting. The starting points when designing lighting in a room are its area and equipment. The hotel room must be equipped with a sufficient number of light sources. Lamps and switches must be positioned so that it is clearly visible which lamp the switch lights. It is recommended that the lamp in the bedroom be turned on at the entrance to it from the hallway, as well as near the beds. The remaining lamps may have one individual switch.

In accordance with the arrangement of furniture in the room, the following light sources are designed: a reading lamp for each bed - standing on the bedside table or rigidly fixed at the head of the room, a table lamp on a desk or sideboard, a lamp at the dressing table and a floor lamp that can be rearranged as needed . The light at the head of the bed should provide illumination of a book or newspaper, approximately 300 lux. A good solution is to install an incandescent lamp above the bed to provide localized, diffused light without disturbing the reader's shadows. At any point in the room, light must be screened to avoid glare.

Hallway lighting. Since the hallway is the darkest part of the living cell, it should be well lit, especially when a mirror is installed in it.

Bathroom lighting. For good lighting in the bathroom, you need general light and an additional lamp near the mirror, which is mounted above it or on the side so that diffused light falls on the face. When the bathroom is small, you can refuse the light on the ceiling. For all bathrooms, it is recommended that a socket for an electric razor be designed to the right of the mirror.

Telecommunication devices.

Telephone. A telephone is one of the most necessary devices, both for clients and for administration. The type of hotel telephone exchange depends on the number of subscriber points, the purpose of the hotel and its location. When designing telephone installations, it is necessary to take into account the specific needs of the facility related to its capacity and category. Whatever category the hotel belongs to, it is necessary that any call to a client in the room is made only through the telephone operator, so as not to bother clients with erroneous calls.

In a modern hotel there should be a telephone in every room. In superior (multi-room) rooms, another telephone without dialing is additionally installed in the bathroom, parallel to the telephone in the room.

Intercom devices. Intercom devices are an important factor in the efficiency of a hotel. Functionally, they complement the telephone network and serve for internal communication between the administration and services. Communication is established easily and quickly by simply pressing the button on the device corresponding to the point being called. Intercom devices make work easier and allow you not to be distracted from your main work.

A local computer network automates the operation of all hotel services and includes:

• - personal computers and peripheral devices;
• - network adapters for PCs and network cables;
• - network equipment;
• - network operating system.

Teletype (fax). A teletype is a written telecommunication system that serves both hotel management and customers. It offers a means of fast and cheaper communication than the telephone for the transmission of long texts or texts that must remain in written form.

Signaling. IN modern hotels there is a need for control and information about the state of the room at any moment: is it occupied or free, is it cleaned or not, and in which room is the maid. For this purpose, light signaling devices with displays are used, installed at the receptionist, cashier and in the hotel's housekeeping department.

Pneumatic mail. Although this device does not carry low currents, it belongs to one of the telecommunications systems and can be classified in this group of equipment. Pneumatic mail is used to transmit invoices for any type of service provided to the client to the central cash office.

Radio installation of hotels. This type of low-current equipment is centralized in a radio center and must provide communication various types radio broadcasts both for the hotel as a whole and selectively for its individual premises.

Electrochasification of hotels. The hotel's electrical clock network is controlled by electrical impulses sent from the primary clock. The shape, size and appearance of the watch must match the interior. Electric clocks of conventional form are installed in all technical rooms to facilitate time orientation for service personnel.

Fire alarm devices. Automatic fire alarms are provided in accordance with fire safety requirements.

For quick orientation relative to the place from which the alarm signal is given, it is recommended to install a board with a building plan, on which signal lamps mark the installation locations of the alarms. When one of them is activated, a lamp lights up, showing the location of the fire.

Elevator equipment. Among the problems that an architect must address when designing a hotel are those associated with the use of efficient and economical elevator equipment. Experience shows that the correct choice of the quantity and quality of elevators largely determines the cost-effectiveness of the design solution. In order to load each elevator as much as possible, they are blocked in the central communications hub.

The normal speed depends on the capacity of the elevator and the possible number of stops. For hotels with a height of more than 10 floors, in the interests of the fastest transportation of passengers and economic equipment, it is recommended to provide two groups of elevators stopping on even or odd floors. In addition to passenger elevators, the hotel must be equipped with a freight elevator, as well as several elevators for food and drinks in accordance with the accepted service system.

Safety requirements for elevators are determined by the Rules for the Design and Safe Operation of Elevators.

Plumbing equipment

One of the main problems is supplying the hotel with water for drinking and household needs and, in connection with this, equipping the building with appropriate plumbing and sewerage equipment. Tap water in hotel properties must be potable, regardless of the purpose for which it is used. Suitability is determined by sanitary and epidemiological surveillance laboratories. Tap water from the city network meets all the necessary conditions and does not use any means to improve its quality.

To compensate for interruptions in the hotel's water supply network, a reserve tank is required, providing a supply of water for at least 24 hours. The reserve tank - usually made of reinforced concrete - is located outside the building, underground. With a capacity of up to 50 m3, it can be located inside the building (in the basement or attic).

In providing hotels with cold and hot water, strict adherence to state standards and building codes is mandatory.

Sewage and sanitary equipment of hotel facilities are closely related to plumbing both from the point of view of design and operation. Sewage pipes remove polluted and atmospheric precipitation. Sewer pipes are divided into horizontal, vertical and branch pipes. When equipping hotel facilities with sanitary equipment, technical, economic and aesthetic factors should be taken into account. It should be planned, if possible, in groups by floor and along a vertical line. This results in cost savings and improved operating conditions. The dimensions of bathrooms, toilets, showers are provided for by building codes.

The following equipment is used in the hotel industry: sinks and sinks, washbasins, bathtubs, bidets, urinals, toilets.

The heating system in hotels must create a stable temperature regime during the heating season, the necessary hygienic conditions in accordance with the requirements of the Instructions for the sanitary maintenance of hotel premises. Skillful and thoughtful methods of operating the system contribute to the preservation of buildings, furniture, equipment, and interiors located in them. Throughout the heating season, the heating system must operate uninterruptedly and, with minimal heat consumption, ensure normal temperatures in all rooms. The most common defects are poor heating of heating devices and leaks in connections.

The following heating systems are used in hotels: water heating, low pressure steam heating, high pressure steam heating, air heating, radiant heating.

Ventilation and artificial climate creation

In a hotel, the microclimate must correspond to the following parameters: room temperature - 18-20 ° C, humidity 40-45%, air speed - 0.25 m/sec. Through ventilation, air is exchanged: polluted air containing excess amounts of carbon dioxide (C0 2), water vapor and dust is removed, and fresh air rich in oxygen is supplied.

Proper and rapid air exchange is ensured by natural ventilation, as well as mechanical ventilation using a fan.

In the production areas of the restaurant (kitchen, sink and cold food department), natural ventilation through exhaust ducts is insufficient. Selection large quantity heat, moisture, fumes from kitchen machines and devices requires the use of mechanical supply and exhaust. Ventilation hoods should be located above the source of steam generation and heat. A ventilation canopy is placed above the main kitchen stove, removing fumes and heat generated during cooking.

The trading floors of restaurants, cafes and cocktail bars, as well as wine cellars are equipped with independent mechanical ventilation. In such cases, the height of the premises plays an important role. Low trading floors create the need to equip them with expensive ventilation units.

Air conditioning is the process of creating and automatically maintaining in the residential and utility rooms of a hotel constant or changing according to a certain program air parameters: temperature, humidity, cleanliness of the composition and speed of movement, the most favorable for the well-being of people.

Hotels with 100 beds or more in buildings with more than 3 floors are equipped with garbage chutes. They are located in stairwells or separate rooms. In the rest areas of service personnel, the installation of a garbage chute is not allowed for sanitary and hygienic reasons. The ventilation of the garbage chute must ensure constant removal of air from the shaft through the exhaust shaft.

Modern information technologies make it possible to create an integrated intelligent building security system that uses all traditional systems. The intellectual element of such a system is a special software product that collects information from all systems connected to a single control room. Several windows are simultaneously displayed on the monitor screen, which display information about events occurring within the systems. When an emergency situation occurs, the dispatcher immediately receives an alarm. An employee notification system can also be included in the integrated system, allowing, if necessary, immediate transmission of alarm signals in the building, taking into account exactly where the accident occurred and what happened.

The security of the hotel building is ensured, firstly, by security systems (burglar alarm system, video surveillance system and access control system), and secondly, by a fire alarm system.

An access control system is any equipment designed to restrict or prohibit access to any premises or to a certain territory. This includes a whole range of devices - from the simplest mechanical combination locks to complex biometric systems that identify a person based on various biological and physiological characteristics. The more complex the system, the higher the cost, but also the lower the likelihood of unauthorized access to what it protects.

The “golden mean” are devices that read personal identification codes recorded on various storage media. Cards with a magnetic stripe on which information is recorded have become widespread. Information carriers can also be radio cards, the reading of which does not require direct contact with the reader. The reading distance ranges from 5 to 120 cm.

The access control system can also monitor the use of minibars and mini-safes. The minibar key is given to the guest along with the room key. Any opening of the minibar is recorded automatically. Mini-safes are used to ensure the safety of guests' money and jewelry. Mini safes, like minibars, are connected to a unified automated hotel management system. Every time a safe is opened, information about this is immediately sent to the central computer or to the security service, where each case is analyzed and, if necessary, urgent measures are taken.

Tourist accommodation infrastructure. The hotel industry as a type of economic activity includes the provision of hotel services and organization for a fee of short-term accommodation in hotels, campsites, motels, school and student dormitories, houses for visitors, etc. This activity also includes restaurant services.

It is accepted in international practice Standard classification of tourist accommodation facilities, developed by WTO experts (Table 6.1.). In Russia, based on the above classification, the State Standard “Accommodation Facilities” was developed, which came into force in 1999.

Table 6.1.

Standard classification of tourist accommodation facilities

	Rank	Groups
Collective accommodation facilities for tourists	Hotels and similar accommodation facilities	Hotels Similar establishments
	Specialized establishments	Health facilities Labor and rest camps Public means of transport Congress centers
	Other collective establishments	Dwellings intended for recreation Campings
Individual accommodation facilities for tourists	Individual accommodation facilities	Own dwellings Rooms for rent Rented dwellings Accommodation with relatives and friends

According to the WTO definition, hotel- this is a collective accommodation facility, consisting of a certain number of rooms, having a single management, providing a set of services (minimum - making beds, cleaning rooms and bathrooms) and grouped into classes and categories in accordance with the services provided and equipment of the rooms.

By service level hotels are divided into several types, with the common main service being the provision of accommodation, and all others in one way or another contribute to improving the quality of this main service and can be provided in one set or another.

Luxury hotel : 100-400 numbers; city ​​center; service on high level well-trained staff who fulfill the various wishes of customers; the price is very high; consumer - heads of large organizations, high-level professionals, participants in high-level conferences; Elite conditions, expensive interior decoration.

High class hotel : large size – 400-2000 rooms; within the city; a wide range of services provided by trained staff; price is above average; consumer – businessmen, individual tourists, conference participants; expensive furniture and equipment, large hall, restaurants.

Mid-range hotel : seeks to make maximum use of modern technology and reduce operating costs and therefore prices, including through workforce reduction and through automation. Prices are at the average level for the region or slightly above average.

Aparthotel : 100-400 numbers; most often self-service; the price depends on the time of placement; consumer – businessmen and family tourists staying for a long time; conditions are similar to a fully furnished apartment.

Economy hotel : hotel with limited services; 10-150 rooms; outskirts or middle part of the city; limited number of staff; the price is low, 25-30% below the regional average, which is why they are in demand; consumers - thrifty tourists who do not need full board; conditions - modern, well-equipped rooms, but, as a rule, meals are not provided in these hotels.

According to the Russian standard, a hotel is classified as a temporary accommodation establishment with a capacity of at least 10 rooms. The category of hotels is indicated by the symbol * (star). The number of stars increases in accordance with the improvement in the quality of service and hotel equipment. For hotels, categories range from one to five stars, for motels - from one to four stars. The classification of accommodation services and terminology presented in Russian regulations and the Standard International Classification of Tourism Activities (SICTA), adopted by Eurostat and the WTO, differ significantly.

IN various countries around the world, various symbols are used to indicate the category of hotels and other accommodation facilities - from stars in France and Russia to crowns in England. Attempts to introduce a unified international classification of hotels have so far been unsuccessful.

Depending on the size and types of residential and office premises, equipment of enterprises, level of comfort of rooms and public premises, services provided and other factors, classification of hotels by category. Payment for rooms and other services is established depending on the capacity. There are about 30 hotel classifications in foreign countries. They can be divided into two groups:

"European" system , based on the French national classification, common in most countries (the rank is established by assigning a certain number of stars - from one to five);

"points" or Indian system , which is based on the assessment of the hotel by an expert commission.

The number of stars in a European hotel corresponds to a certain term in the American version of the classification.

Hotels are divided into three categories: upper class (luxury) – 4-5 stars; tourist class (medium) – 2-3 stars; economy class - 1-2 stars. Almost all classifications evaluate the following basic parameters of a hotel: characteristics of the room stock: room area, availability of utilities in the rooms and on the floors, room comfort; equipment and interior design; information support, including communications; availability of an elevator; characteristics of public premises; presence and characteristics of food establishments; providing the possibility of additional consumer services and others; characteristics of the building, access roads, infrastructure development, development of the surrounding area.

There are large and small hotels. The WTO recommends that a small hotel be considered a hotel with up to 30 rooms. Another point of view is that a small hotel is a hotel that can be serviced and managed by members of the same family. Most small hotels are, as a rule, independent hotels that are not part of hotel chains.

Yu. F. Volkov 68 identifies a number of classification criteria by which different types of hotels are distinguished. We present this classification of hotels below with significant abbreviations and amendments for the author’s perception.

By location on the territory In a certain area, hotels are divided into: located in the city (in the center, on the outskirts); located in rural areas (including high mountains). By location The following types of hotels can also be distinguished: hotels in the city center; roadside, usually low-rise with open parking lots; hotels in the outskirts of the city and at airports; floating hotels are floating vessels equipped as hotels for the accommodation and recreation of tourists near the shore of the sea, river or lake.

Room capacity. The hotel's capacity is determined by the number of permanent beds. The classification of hotels by capacity varies in different countries. For example, in Switzerland and Austria, hotels with less than 100 beds are considered small, 100-200 beds - medium, more than 200 beds - large; in the Czech Republic up to 120 places - small, up to 500 places - medium, over 500 places - large; in the USA, up to 100 rooms are small, up to 500 rooms are medium, and over 500 are large.

In our country there is no official classification of hotels according to their capacity, and therefore their grouping is proposed: up to 150 beds (no more than 100 rooms) - small capacity hotels, from 150 to 400 beds (up to 300 rooms) - medium capacity, more than 400 beds (over 300 rooms) – large capacity. The world's hotel rooms are mainly located in small and medium-sized hotels.

By price level, established for the basic paid services provided in the room stock, hotels are divided into: budget (25-$35); economic ($35-55); medium ($55-95); first-class ($95-195); apart-hotels ($65-125); luxury hotels ($125-525 and above).

By length of stay of clientele hotels are distinguished: for long-stay clients; for a short stay. By duration of operation During the year, hotels are divided into: operating all year round; working seasonally (summer, winter). By way of providing food For clients staying in hotels, they are divided into: providing full board; providing breakfast only; not offering food (as a rule, due to the absence of a restaurant or other enterprise).

Number of storeys. World practice shows that hotels are built from 1-2 to 40 floors or more. The most common number of floors for newly built hotels: in Russia – 5-16 floors; in the Czech Republic - 8-14 floors; in Hungary in small towns– 4-5 floors, in larger ones and in resorts – 6-11 floors; in Germany – 8-10 floors; in the UK - 10-15 floors. Hotel buildings by number of floors are divided into the following groups: low-rise (1-2 floors); medium-rise (3-5 floors); high number of floors (6-9 floors); multi-storey (first category - 10-16 floors; second category - 17-25 floors; third category - 26-40 floors); high-rise buildings (more than 40 floors).

Comfort level hotels are determined by the technical equipment, composition and quality of the room stock, and the range of services provided. Classification of hotels by level of comfort is available in most countries. There are currently two main directions in the approach to this classification abroad. One gives preference to the so-called “static” characteristics, that is, a firmly established percentage of rooms with a bathroom and toilet, a certain ratio between the capacity of hotels and the number of service personnel, etc.

Another direction gives preference to “dynamic” factors, that is, service. Its proponents believe that rigid ratios in accommodation facilities without adequate levels of service do not provide a true picture of the actual quality standard of the hotel. This area includes the classification of hotels in Switzerland.

By level, range and cost of services hotels are divided into several types: cheap hotels or hotels with limited services that offer a minimum of services (the presence of catering establishments at such hotels is not necessary); luxury hotels are built according to individual projects, are distinguished by high-quality furniture, well-equipped premises and, as a rule, are staffed with a larger number of service personnel in relation to the number of rooms in them. Hotels can also be classified according to form of ownership, highlighting municipal, state, private and rented hotels.

Tourist food infrastructure. Meals are not a mandatory service as part of the tourism product and may not be provided during the implementation of the tour. The works of RMAT scientists provide a generalized classification of tourist catering establishments, which we present below 69:

By type of enterprise: restaurants, bars, cafes, canteens, snack bars, factory kitchens.

By type of property: own and rented.

By location: as part of a tourist hotel complex; as part of hotels; as part of other accommodation facilities; autonomous.

By service method: served by waiters; self-service; mixed service.

By class: “luxury”; "higher"; "first"; "out of category."

By assortment: wide selection of dishes; set meals; national cuisine; exotic dishes.

By service mode: breakfast; half board; full board; buffet (buffet); special food (dietary, vegetarian, etc.); baby food.

Let us now consider the main types of catering establishments used in the practice of organizing tourist travel 70.

Restaurant- a public catering establishment, usually with a varied, wide range of complexly prepared dishes, snacks, confectionery, wine and vodka products, fruits, mineral water, juices, ice cream, desserts. Restaurants widely practice making custom-made dishes, snacks, as well as specialty and national dishes included in the menu. In terms of the number of seats, there are both very small restaurants (10-15 seats) and large ones (500 or more seats). Often in restaurants, a high level of service is combined with the organization of recreation for visitors. The restaurants cater for family celebrations, formal evenings, receptions, conferences, and theme nights.

Cafeteria- an enterprise whose assortment of drinks necessarily includes several types of coffee, as well as alcoholic drinks such as rum, liqueur, cognac, which are served with coffee. Most often the service is provided “a la carte”. In the cafeteria, hot and cold drinks, bakery and simple culinary products in a limited assortment are prepared and sold for on-site consumption. The menu includes hot and cold drinks, baked goods, and hot dishes. The menu must include a wide selection of mineral water, juices, alcoholic drinks, and fruits. Service is provided by a waiter.

Cafe distinguished as follows. Cafe-patisserie– an enterprise that, in addition to coffee, sells a wide range (up to 15 items or more) of confectionery products. Visitors are offered the latest newspapers and magazines. Such establishments usually do not offer hot food. Ice cream parlor– an enterprise whose assortment includes many types of ice cream, hot drinks, fruit and berry juices, mineral water, alcohol (cognac, rum, liqueur, champagne). Both service with the help of a waiter and self-service are possible. As a rule, cafe windows display confectionery products that you can choose yourself. This is used when a cafe has a large range of confectionery products.

Dining room– a catering establishment that prepares and sells products mainly of its own production. Canteens are usually organized in first-class hotels, sometimes at resorts, in enterprises, and in educational institutions. These are quite large food establishments in terms of capacity. Meals for tourists in canteens are often organized, for example, when they visit some industrial enterprises. Set menus may be available. A cyclical menu is often used, as well as a full diet: breakfast, lunch, dinner; appetizers are served buffet style, and one main course can be selected from the serving table.

Pizzeria is an enterprise specializing in the preparation and sale of pizza for on-site consumption. Italian pizza has become so widespread that numerous pizzerias where tourists can eat inexpensively have begun to open all over the world. A pizzeria can be organized according to the principle of a restaurant, that is, with waiter service and individual preparation of dishes, or according to the self-service type, when the entire assortment is presented for distribution. The assortment includes several types of pizza, mineral water, juices, and wine.

Buffet, the main purpose of which is to quickly serve visitors who can receive cold appetizers, sandwiches, hot and chilled drinks, bakery and confectionery products. The buffet also sells hot, easy-to-prepare dishes (cutlets, sausages). Similar buffets are organized both in hotels and at gas stations on highways.

Coffee shop, or coffee shop– a food establishment with a limited range of products, specializing mainly in the preparation of coffee. The coffee shop offers a large selection of coffee, tea, as well as pastries and confectionery. Alcoholic drinks are not excluded. Baked goods and confectionery products can be prepared on site or ordered from a supplier. Sometimes simple dishes can be prepared, such as sandwiches and sandwiches.

Bars available all over the world. These are specialized quick service enterprises designed to sell a wide range of mixed drinks. The bar can sell confectionery, and sometimes even snacks and hot dishes. The main purpose of the bar is to give guests the opportunity to relax in a cozy atmosphere, listen to music or watch a football match. Bars can be located both in the city center and on the coast, if we are talking about a resort. Depending on the assortment, bars are divided into pubs(famous English pubs), wine, and also cocktail lounges And cocktail bars, varying in size and variety of equipment. As a rule, tourists like to visit bars. In some countries, for example in the UK, visiting bars may be included in the tourist program.

Fast food establishments are becoming more and more popular in the world. Tourists visit them both individually and as part of tour groups during organized group trips. The assortment is usually limited to a few dishes: cold dishes, hot dishes, sandwiches, drinks, ice cream, etc. Such enterprises use self-service with a free choice of dishes from a serving counter. These enterprises have a high throughput and are located in busy areas along the route of intense consumer flows.

The most famous Fast Foods are McDonald's, Burger King, specializing in hamburgers; Pizza Hut, specializing in pizza. In France, this is Fnac, which offers a large assortment of vegetable salads, desserts (fruit and confectionery ) and a limited range of main dishes (meat and fish). In Germany, this is “Nordsee” - fish and seafood dishes, vegetable salads, and juices are offered.

Catering. According to the definition of R. A. Brymer, catering– This is service most often outside the premises of food establishments. In Eastern European countries it corresponds to comprehensive services. There are indoor catering, outdoor catering, individual catering, traveling catering, and retail sales. Catering includes the sale of soft drinks and sandwiches at the sports arena, as well as the sale of cigarettes, cookies, packaged juices and carbonated drinks through vending machines.

System integrator IC TELECOM-SERVICE takes on the task of building a unified multi-service infrastructure of hotel complexes and hotels of various levels.
As part of the project, our company relies on information and telecommunication solutions and equipment from well-known global manufacturers that have already proven themselves quite well in the hotel services industry.

Our company has the necessary technological resources and staff of specialists for the successful implementation of projects. We are ready to provide our clients with the resources of a communications laboratory and our own Training Center.

"IC TELECOM-SERVICE" offers the construction of the following systems for hotel complexes and hotels of various levels:

IT infrastructure:

• Automatic telephone exchange (IP PBX)
• Wi-Fi wireless communication system
• Server equipment and data storage systems (SDS)
• MSTD fiber-optic backbone network and cable channel system
• Structured cable network (for LAN, PBX, Wi-Fi, IPTV)

• Multiservice data network
• IP TV including:
• hotel interactive television system (video on demand, guest greeting, messages, room ordering, guest organizer, etc.) with PMS integration
• head station for satellite and terrestrial television with IP broadcasting.

Specialized hotel solutions and systems:

• Hotel management system PMS (property management system) including:

1. Automation system for reception and accommodation services (Property Management System – PMS)
2. Online booking module (Web-Self Service – WSS)
3. Automation system for the sales and marketing department (Sales and Catering – S&C)
4. Quality Management System (QMS)
5. Event management system (OPERA Activity Scheduler)
6. Centralized reservation system OPERA (OPERA Reservation System - ORS), etc.

• Electronic lock system for hotel rooms including:

1. electronic locks for rooms;
2. software;
3. encoder, programmer, etc.

Hotel room management system (RMS-Room Management System)

Equipment for automation of bars, restaurants, cafes

Multiroom for hotel rooms

Clock system

Accounting and statistics (billing) system, including:

1. Internet traffic accounting (Wi-Fi and wired) and data transfer to PMS;
2. ensuring the required quality of service.

Complex of technical safety equipment

• Video surveillance system (including design of surveillance posts and monitoring center)
• Access control and management system (ACS), including IP video intercom system
• Security alarm system

Complex of fire protection systems

• Automatic installation of fire alarm (AUPS)
• Warning and fire evacuation control system (SOUE)
• Automatic installation of gas fire extinguishing of cross rooms (AUGPT) (technological and electrical parts)
• Automatic fire protection (APZ)

Multimedia systems

Guest service

Information transmission and display system:

• advertising broadcast systems;
• shared video systems, etc.

Meeting rooms. Multimedia equipment:

• Video display system;
• Microphone system for round table participants;
• Mining and recording system for meetings
• Video conferencing system
• Specialized furniture, etc.

Conference rooms.Multimedia equipment:

• Conference/congress system;
• Simultaneous speech translation system;
• Electronic voting systems;
• Video display system;
• Sound reinforcement and sound system;
• Control and switching system;
• Presentation equipment;
• Mining and recording system for meetings;
• Video conference system, etc.

Congress halls.Multimedia equipment:

• Conference/congress system;
• Video display system;
• Sound reinforcement and sound system;
• Control and switching system;
• Projection equipment, etc.

Data storage and processing centers (DPC)

• The concept of placing engineering systems equipment in the data center/server room/crossover room, including:
  - Raised floor system,
  - System of cable channels and trays,
  - Layout of cabinets
• Monitoring system for physical parameters of premises
• Room air conditioning system
• Automatic gas fire extinguishing installation (technological and electrical parts)
• Power supply system, including process grounding and potential equalization system

Parking

• Parking management system (including design of barriers, payment machines, parking space availability displays, software, etc.)

Specialized solutions and systems for automation and dispatching

• Web application portal for obtaining guest passes.
• Electronic turnover document system:
  - portal access for clients/tenants/etc.;
  - information on documents/lease agreements/etc.;
  - payment arrears;
  - invoices for services, etc.
• Automated building management system BMS (Building Management System) including:
  - Dispatch system for engineering systems
  - Automation system for engineering systems

High speed Internet access. Solution for organizing services for a hotel

In recent years, research into the needs of the hotel industry has been increasingly conducted. The purpose of these studies is to study the overall degree of satisfaction of hotel guests and visitors with the quality of service and the level of services provided.

To conduct research, new criteria for evaluating hotels are being developed, including cost of living, room comfort, simplification of registration, booking and check-out procedures, assessment of the quality of food, hotel services and services. The adopted system of criteria allows us to evaluate hotels for compliance with the stated requirements.

Hotels with high-speed Internet access are the choice of tourists.

Independent analytical studies of the industry have shown that Internet access is becoming more important for hotel guests, and not only the availability of the Internet itself is assessed, but its availability, speed, cost, and the absence of problems with connection and its use.

Research into this issue among Russian residents shows the following figures: hotels that provide free Wi-Fi Internet access are in greatest demand. About 86% of tourists choose exactly those hotels where there is free Internet, 14% of tourists are ready to pay the hotel for this service.

Need modern man Being constantly connected via the Internet, even on vacation, is an important factor when choosing a place to live on business trips and vacations. Many people have to work and solve certain business issues during their vacation; for this, a number of companies use remote access.

High-speed Internet access is one of the attractive conditions for hotel accommodation, and for business-related guests it is the first requirement. For other hotel guests, the opportunity to conveniently access the Internet to communicate with loved ones and social networks, sharing photos and watching videos is a prerequisite have a nice holiday during a trip or temporary stay in another city or country.

Therefore, hotel owners try to satisfy the requirements of guests as much as possible, providing the opportunity to access the Internet not only from the room and/or hotel lobby, but also to connect to the hotel network in the immediate radius around the hotel building.

Many tourists are in demand for mobile Internet services. Using this service, you can take part in the forum, make a microblog entry, and download e-business applications from your own mobile personal device.

Given the growing demand for Wi-Fi Internet access, most hotels provide this service to tourists and business guests on a paid or free basis.

WOC (WLAN over CATV) solution from Huawei to provide hotel guests with mobile Internet services

The presence of high-speed wireless Internet is attractive for hotel guests and employees. To provide Wi-Fi service in hotels, Huawei offers a WOC (WLAN over CATV) solution that leverages existing CATV cable resources. Huawei WLAN over CATV solution uses Huawei's high-tech ICT network facilities, allowing you to build a high-performance wireless network system.

Advantages of the hotel solution:

• installation of access points in each hotel room with drilling of walls for laying cables when installing equipment is not required
• simple diagram of implementation and connection of equipment
• no interference between wireless access points
• Uniform signal transmission without dead zones
• Uses existing CATV cable infrastructure without the need for additional cable lines
• hotel costs for the purchase of additional equipment, installation and cosmetic construction work are reduced
• The HUAWEI Wi-Fi network can be scaled infinitely by installing additional access points.

An additional advantage is the use of local geopositioning (object tracking) within the hotel’s Wi-Fi network.

This good offer for resort family hotels. The function allows you to place active tags on children's bracelets and animal collars, and track the movements of the child and pet on the hotel premises.

What benefits do hotel guests receive from implementing the solution?

• providing Internet access to several users at once within the coverage area of ​​each access point
• the ability to use your favorite mobile Internet services: applications, microblogs, social resources
• fast receipt necessary information via the Internet
• high quality communication without interference and channel bandwidth limitation
• the person living in the room gets access to two services at once - mobile Internet and cable television.

HUAWEI WLAN over CATV solution diagram

The 2.4 GHz AP and TV signals are sent to a combiner installed in a floor hallway or equipment room where the mixed WLAN/CATV signals are generated.

When combined, CATV signals are transmitted at 860 MHz and do not interfere with WLAN signals. Each access point controls signals in multiple hotel rooms without interfering with neighboring access points.

The mixed WLAN/CATV signals are then sent via existing TV cables to the WOC panel of each hotel room, where they are separated into WLAN and TV signals. WLAN signals are transmitted by small antennas to guests' mobile terminals, and television signals are sent to televisions.

Interactive television with IPTV function for hotels

Hotel guests have always paid special attention to the presence of televisions in their rooms. In addition to watching TV shows, new generation TVs are now used both to access the Internet and as an interactive information guide to hotel services, restaurants and event planning.

IPTV function

More and more television equipment manufacturers, taking into account the needs of travelers, are producing televisions that support interactive Internet services and IPTV functionality. The IPTV function provides a wide range of online information, services and entertainment on the TV screen. Using IPTV, you can download movies, video games and other programs to your in-room TV.

IPTV systems differ from traditional public television reception systems in the quality, level and scale of service provided to hotel customers.

The transport network of such a system is built on bidirectional symmetric communication channels of a computer network, which makes it possible to offer interactive services to guests. All base and subscriber equipment of IPTV systems are computers controlled using a single software interface.

The IPTV interactive television system is based on an open software platform with the ability to connect to it any block of paid and free services for guests.

This is a scalable system, easily adaptable to the required hotel services, which means it is very popular in the hotel services market.

Benefits of IPTV for guests

Hotel guests have always paid special attention to the presence of televisions in rooms with interactive channels and an IPTV system.

The IPTV service increases the attractiveness of the hotel and, accordingly, its status in the eyes of guests. Having received the necessary services, a person will most likely return to this hotel in the future if he finds himself in this region.

In addition to watching TV shows, new generation TVs are now used both to access the Internet and as an interactive information guide to hotel services, restaurants and event planning.

When checking into the hotel, the guest receives a short information sheet about all available services and interactive television in the room.

More detailed information a person can learn about hotel services, the layout of the necessary premises, advertising from the hotel’s business partners and much more from the hotel television channel. The system itself will tell the guest about paid services and how to order them.

Advantages of IPTV systems for hotels

The installation and use of interactive television systems in hotels generates income for hotels, regardless of whether this service is paid or free for guests.

Hotel owners receive indirect profits from the operation of hotel television by advertising their own services and those offered by the hotel.

The television channel can contain information about restaurants, bars, fitness rooms, paid discotheques, swimming pool services, spa salon and hairdresser, hotel ticket offices, etc. In international chain hotels, rental of meeting and conference rooms can be added to this list hall, gaming club and casino services.

The IPTV service allows you to save the working time of hotel administration and service staff on informing guests in detail about these services.

The IPTV system is fully integrated with Property Management Systems (PMS) - specialized hotel room management software

Hoteliers can remotely control television and other services from PMS workstations, which is very convenient and saves hotel network resources.

Implementation of IPTV service in hotels

Installing TVs in rooms that support IPTV imposes a number of obligations on hotel owners to modernize the hotel's cable infrastructure and data network. Streaming video and video content offered to room guests require broadband access channels with a connection to the hotel's internal resources, as well as the ability to access the Internet. Streams of media information are very demanding on the quality and width of the channel, as well as on the delay of video packets in the data network.

To ensure the required channel width, each room will need to be connected to a Gigabit Ethernet channel. If the network cannot cope with the load, the hotel will not be able to provide IPTV service and will not be able to earn a reputation as a high-tech hotel. This, in turn, will negatively affect demand from tourists. Therefore, at the new stage of technology development, chain hotels and quality hotels are placing their main emphasis on broadband communication channels.

Hotel management systems

Hotel technology is developing rapidly. This is due to the fact that hotel owners face two main tasks: to get as many customers as possible by organizing the maximum number of sales, and to win over the guest by making him a regular customer of his hotel or hotel chain. It is difficult to achieve these tasks without innovative solutions. The fight for every guest, especially in conditions of fierce competition, requires modernizing the hotel’s network infrastructure and improving the quality of services provided.

Hotel management systems are a very important topic for the industry. It is no longer possible to imagine a hotel in which thousands of daily hotel management tasks would be carried out manually. Management systems are the brain of any hotel, without which it cannot live. There are many types of electronic hotel management systems. When choosing a particular system, you must be guided by how adaptable the management system is to innovative IT products that are in demand on the market and among potential clients.

Electronic hotel management systems based on Internet technologies

One of the main innovations in the field of electronic control systems is Internet technology. Using them, a hotel employee directly accesses the web service to obtain the necessary information from a localized system.

The process of innovation does not stand still, and hotel management systems based on SAAS technologies are already appearing today, providing access to resources by subscription. This service is especially interesting for seasonal resort and ski hotels.

Such management systems are also in demand for hotels of any format, including mini-hotels, since they allow you to save money and not spend money on the purchase of expensive software, but transfer the costs to operating expenses for completed reservations.

Main functions of electronic hotel management systems:

1. Sales and Marketing Management

Automation of the work of sales employees, planning meetings, calls and completing tasks, a general calendar and daily schedule for managers. The results of each communication with the client are recorded in the system to obtain a complete picture of the department’s activities and the current state of affairs with the client. It is possible to set clear work goals for each employee and monitor their implementation.

2. Maintaining CRM analytics for each hotel client - a service for guests, companies and travel agencies

Statistical data on clients is automatically processed and available for viewing and analysis. Sales and marketing departments receive complete information about the profitability of each client, including the number of reservations and overnight stays, a certificate of income received and average rates. It is possible to keep a record of client preferences and all contractual terms, which allows you to improve the quality of client service.

3. Loyalty programs and rewards for regular customers

You can create your own loyalty programs that provide the opportunity to reward regular customers; create club programs with a system of discounts, bonuses and the issuance of bonus certificates.

4. Sales and hotel events management

Using specialized graphic modules, you can plan the occupancy of conference rooms, create menus for banquets, seminars and conferences, charge services and coordinate the work of all hotel services and departments for banquet services.

Electronic hotel reservation systems

In an increasingly intense competition, hotel business players are forced to find new ways to increase the attractiveness and availability of their own services. The emergence of innovative services, such as electronic booking systems, has brought about major changes in the industry market.

Electronic reservation systems are integrated with hotel management systems and allow online booking of hotel rooms simultaneously through several sales channels.

You must strive to gain access to the widest range of sales channels possible. Presenting information about a hotel in global (GDS) and/or alternative (ADS) reservation systems is of interest to all types of hotels focused on the business segment. This group includes country hotels, SPA hotels on the coast, hotels for lovers extreme recreation. Booking rooms through various channels will help attract guests with different income levels to the hotel.

Investing in technology online booking GDS provides hoteliers with an effective advertising tool. The hotel appears in the most popular booking systems using the GDS database, and becomes known to more than 600,000 travel agencies around the world.

Booking hotels via mobile internet

According to a recent Tripadvisor study, 38% of smartphone users use their phone to plan a trip, and about 60% of users have downloaded travel-related apps on their phone.

The mobile hotel booking service is in demand primarily among business travelers planning a hotel stay on the eve of their trip. Attracting this segment of tourists to the hotel is an attractive task for a hotel of any category. To meet the requirements of the time, the hotelier will need to create a booking website adapted for the mobile Internet, develop its own system of tariffs and special offers.

Groupon is a service for daily offers of available hotel rooms around the world.

The Groupon service is based on the principle of LBS – Location Based Service. This technology allows you to determine the current location of a mobile user from using GPS smartphone receiver or geo-location service. While in a certain region, a person uses his own mobile phone to contact the local hotel website and make a room reservation.

With the help of Groupon, hotels can attract to their network an active and very large territory of independent tourists traveling along non-standard routes.

Mobile QR coding

QR is a two-dimensional barcode used in the tourism and museum industries, displayed as a square with a unique design. Almost any information consisting of letters, numbers and special characters is sewn into the code.

The hotel can enter a QR code contact information, website address, location coordinates. Hotel guests can read and remember the QR code on their own mobile device using the built-in camera.

There are a great many useful ways to use QR codes in the hotel business:

The QR code can be placed on the hotel Wi-Fi home page and the hotel’s home advertising channel. Then the guest will see it when he turns on the TV in the room.

The above systems and services require significant resources to post information about the hotel, customer databases and databases on the use of the hotel industry. Today, to meet these needs and create a data storage system, hotels use not only individual high-performance servers, but also create mini-data centers on their basis.