Additional services in the hotel. Types of services in the hotel Paid additional services in the hotel

The hotel business is a separate area that provides for the provision of intangible services to guests. Hotel business is inextricably linked with the region tourist holiday in the country, business tourism. The optimal functioning of a modern hotel is impossible without an increase in the number of services provided, since development will certainly entail an increase in costs, the need to improve the quality of service. The main product of hotels

The direct purpose of each hotel is to accommodate customers in decent comfortable rooms. This is the main product of the hotel. In order to create a service, the interaction of the client with the hotel staff is necessary. The service is intangible, since it is needed to meet the needs of guests in living for a strictly defined period. That is, the time interval of the settlement, as well as the completion of the location in the hotel room, is documented. That is why every hotel should be ready to show the client the forms of hotel checks. Checks are made on the cash registers available in the hotel. This is the best confirmation of accommodation on a business trip.

For profitability hotel business seasonality is directly affected. The quality of customer service may change. However, hotel management is advised to monitor the consistency of quality, as dissatisfied guests are happy to spread negative impressions to friends, colleagues and relatives. regardless of the season, the number of guests staying here for the duration of a business trip does not change. The hotel staff is obliged to fix the time interval of the client's stay in the room. For the purpose of the subsequent calculation of travel allowances after the end of a business trip, a person will need reporting documents for travel allowances. Living during a professional trip in a different place, a person thinks where to buy travel allowances. In Moscow, there are offers to sell checks.

Receipts hotel services- a reliable, official document that any hotel issues upon request. Travel accounting documents are required in every company whose field of activity is directly related to business trips. There are many similar organizations, so specialized firms have appeared in which you can. Hotel checks with confirmation in Moscow are offered by various organizations, it is important to choose a trusted and responsible one.

Varieties of hotel services

Hotel services are classified into basic, as well as additional. The main ones are the provision of cozy rooms of several categories, differing in different levels of amenities. They can be equipped with different types of household appliances. The cost of living depends on the criterion of convenience. Additional services hotel is a subject of interest for guests. When concluding an agreement, the entire range of services provided by the hotel to the guest is prescribed. Without fail, a person receives checks for accommodation. People who go on a business trip for the first time may not know what document travel expenses are issued for? The check is the main evidence of payment for hotel services. Payment can be made in different ways - daily, hourly under an agreement with the hotel staff.

In the list of official duties of many people are business trips. What documents are required for the trip? On this issue, it is best to consult the management of the company.

Intending to go on vacation, we sometimes do not even think about how travel agencies and hotels organize our leisure in such a way that we do not need anything. When it comes to planning hotel business, the question arises of what types of services in the hotel to offer guests. The next question is what to provide for free, what - for an additional fee. In this article we will talk about the organization of the workflow in the hotel.

Types and types of services in the hotel

Hotel service is divided into basic, additional and individual types of services. Depending on the wishes of the hotelier and the level of the competitive environment in a given region, this service can be either absolutely free or for an additional fee.

There are a number of basic services in the hotel, fixed at the legislative level, as those benefits that should be provided in all hotel establishments, as free. It is necessary. Their list:

If necessary, call an ambulance
Availability and round-the-clock ability to use a first-aid kit
Delivery of letters, newspapers and other correspondence intended for the guest
Wake up the guest at the appointed time
Availability and access to boiling water, scissors, needles and threads
Use of one set of dishes and its replacement

Regardless of the concept of the hotel business, your hotel must provide these services. However, everyone understands that if the hotel will provide only this, its rating will leave much to be desired. In the conditions of fierce competition between hotels and hotel chains, it is necessary to be “in trend” and anticipate the needs of guests.

So, just a few years ago, those rare hotels that allowed guests to use the distributed Internet without charging an additional fee received their bonuses and benefits in the form of additional customers.

Today, hotel websites, chains and booking resources are full of banners with the words “free” and “gift”. Competing with each other, hotels try to provide a unique service to their guests, or standard varieties of paid services - free of charge.

Most common paid services in hotels:

Offer of group and individual excursions
Personal translator and guide
Sale of tickets for cultural events
Currency exchange
Repair of clothes, shoes, dry cleaning and ironing
Souvenir products
Renting space for business meetings and conferences
Saunas, baths, spas, massage parlors, beauty parlors, hairdressers
Purchase and delivery of flowers
Taxi ordering

Of course how large quantity services offered by the hotel for free, the more chances it has for a leading position and customer feedback. Operating time good reviews- long, costly and laborious process. High quality service, like nothing else, can help in this matter.

Today, it is considered bad form to offer a certain range of services for an additional fee. Once an expensive Internet, nowadays it must be freely available to everyone. Detailed consultation by the receptionist about the events held in the city; about how to get to the place the client needs and back; about the opportunity to save money in the city and other helpful information provided free of charge. Calling a taxi to the hotel should not be paid with anything other than a tip, at most.

Hotels, on the facade of which a considerable number of stars flaunts, cannot afford to forget about the individual approach to persons of special importance. These can be people who are useful for this business, or simply wealthy guests. If personal services are provided in exceptional cases, their availability will not be financially attractive, but it will create a certain reputation for the hotel company, which is important.

To the number personal services includes an individual hotel employee who accompanies the guest during the entire period of his stay. His duties include consultations on all issues, finding solutions of any complexity in order to satisfy the wishes of a demanding client.

A good option for an individual approach to the guest are small gifts, pleasant souvenirs as a keepsake of your stay in your hotel. It can be any souvenir product, for example, chocolates from a local factory with your company logo. This inexpensive and modest gift will emphasize the level of service in your hotel and make even the most strict guest smile.

One well-known company has calculated that the hotels of the world earn fabulous money from hidden fees and additional services, this amount is more than 2 billion dollars. A tourist may not notice how an additional 20 cents or 1 dollar will be debited from his card, and will not make a scandal, but in a year the hotel will receive an extra couple of tens of thousands of dollars as a result.

In Russia, I don't remember ever being charged extra for anything, in hotels abroad you have to keep your eyes open and be prepared that you may be asked to pay for additional services. What exactly - read on.

1. Internet

I believe that in the 21st century the Internet simply must be available to people everywhere. But many hotels do not think so and charge for the Internet. Somewhere you can pay only € 5 for a week, and somewhere they ask € 20 per day! Usually in normal hotels, free Internet is provided in the lobby at the reception, and you have to pay for Internet in the room.

2. Phone

Usually all phone calls from the room are paid. If you decide to call around the city, to another city and country, be aware that you will then be billed a tidy bill. It can be cheaper to make a phone call or buy a local SIM card than to use hotel phone services.

3. Local taxes and fees

Tax laws vary in many countries. Well, as a lure, hotels like to list prices only for the room, and below indicate that the price does not include local taxes, resort fees, service charges, or VAT. For example, bookings in Las Vegas often do not include tax, which ranges from $3 to $29 per night per person. Another example: in Venice, as in many Italian cities, the room rate does not include city tax, which is € 3.5-4.50 per day per person, of course, you will need to pay it extra. VAT in different countries ranges from 5 to 21%, and if VAT is not added to the price of the room, then imagine how much you will have to pay extra.

4. Room cleaning

There are hotels where they charge an additional amount for cleaning the room or tipping the maids.

5. Minibar

Not all tourists know that the minibar is a paid contraption. Hotels have different minibar policies. So know that even if you just took out a drink and then put it back, you will have to pay for it.

In more decent hotels, they usually give drinking water for free as a bonus, but in all sorts of miserly hotels they take money even for water from a cooler or ice.

6. Additional services

There are hotels that charge money for additional services: swimming pool, gym, conference room, breakfast in the room, iron rental, even for charging the phone.

7. Parking

For car travelers, you need to know that when booking a hotel, you should pay attention to whether the hotel has parking and how much it costs. When traveling, I would advise you to check into hotels where there is paid guarded parking, because tourists are a tidbit for car thieves.

8. Transfer from the hotel to the airport

If the hotel is near the airport, then you can usually get to the airport by shuttle bus, which looks like our minibus. Somewhere such a transfer is free, but in many cases you will have to pay $ 1-5 per person.

9. Cancellation

When booking a hotel, be sure to pay attention to the cancellation policy. If a good discount is given for a room, then usually such a reservation is not canceled, and the amount is withdrawn from the card immediately. With free cancellation, the reservation can be canceled, as a rule, one week before arrival.

10. Early check-in, late check-out

Usually check-in at hotels takes place at 11.00-14.00, and you need to leave the hotel before 12.00. If you need to check into the hotel earlier, and the hotel already has vacant rooms that have already been cleaned, then you will be accommodated for free without any problems. If you need to leave not before 12, but, for example, at 14.00 hours, then this can also be done for free, the main thing is to agree with the hotel representatives. But there are hotels that are chasing a big ruble, and for the service of early check-in or late check-out they charge a fee, which is an amount equal to 1 day's accommodation.

11. Beach towels

Depending on the star rating of the hotel, beach towels are provided both free of charge and for an additional fee, but usually towels are provided free of charge or for a deposit. Weekly rentals can be $1-10, with a $5 deposit, so it's often easier to buy your own towel. And do not try to take ordinary shower towels to the beach, there is a fine for this. Although hotels in Turkey and Egypt have long ago given up on these fines, because representatives of the CIS countries are already used to and consider it normal to take a shower towel to the beach, but it is not clear how they wipe themselves after a shower and whether they wash at all?

12. Safe

Again, depending on the star rating of the hotel, a safe is provided both free of charge and for an additional fee. Usually renting a safe is $1 per day, and if the safe is on a key or on a card, they ask for a deposit of $10. The safe can be located in the room or at the reception.

13. TV

I'm used to the fact that the TV in the room is usually free, you only have to pay for pay-per-view channels, which usually show erotica. Imagine my surprise when in one Spanish hotel they announced to me that renting a remote control costs € 1 per day, and in another hotel in Spain there was some kind of tricky system on the TV in the room, where you had to throw coins, an hour of watching TV cost about €2!

14. Smoking in non-smoking rooms

The fine for smoking in a non-smoking room can be up to $100-300.

15. Baggage storage fees

I have not had a single case when the hotel had to pay for luggage, you just leave it in the luggage room, walk all day, and pick it up in the evening. But friends told me that they faced such cases.

16. Printout

While on vacation, you may urgently need to print a document or boarding passes. If this is one page, then the hotel can do it for free or for a small fee.

17. Breakfast

When booking a hotel, pay attention to whether breakfast is included in the room rate. Otherwise, you can get a lot of money, for example, the hotel is somewhere in the field, there is nothing nearby, you want to eat, and breakfast for one person costs €16. On average, I noticed that breakfast in European hotels costs about €6-15.

18. Refrigerator and air conditioner

Again, at one hotel in Spain, I was surprised that there was no minibar in the room, but there was a refrigerator that was turned off. Calling the reception, I was surprised that, it turns out, the use of a refrigerator costs €1 per day. Later, I saw on the Internet that in addition to the refrigerator, they can charge an additional fee for using air conditioning and even electricity!

How to avoid these fees?

On the website of the hotel or on the site for booking a hotel, study in detail all the information about the hotel and about additional payments.
When booking a hotel, read all the conditions of the reservation and take a screenshot of the screen.
Be polite and friendly, and the hotel employee will always meet you and check you into your room a couple of hours earlier. In one hotel, we were allowed to check out not at 11 am, but at 4 pm completely free of charge.
Buy food and drinks outside the hotel. At the reception, ask where the supermarket is located, they will definitely tell you and show you how to get to it.

9.2. Hotel services

Accommodation services are the product of hotels or any other accommodation business. In the state standard GOST R 51185-98 "Tourist services. Accommodation facilities. General requirements"The definition of hotel services is given. The services of accommodation facilities are the activities of the contractor for the accommodation of tourists and the provision of hotel, special (medical and health, sanatorium, sports, tourist, etc.) services.

The main feature of the hotel product is that the client does not have ownership of the goods that he uses. Allocate the characteristic features of the service that determine the specifics of accommodation services.

A service is a process that takes place over time. The specificity of hotels is that problems related to production must be resolved quickly. In today's environment, customers demand fast service.

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, communication and consumer services organizations (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 of correspondence to the room upon receipt;
- Wake up at a certain time;
- provision of 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 (discotheque, casino, night club, slot machine hall, billiard room);
- excursion service, services of guides-translators;
- organizing the sale of tickets to theaters, circuses, concerts, etc.;
- childcare, provision of services of tutors and nannies who speak the child's native language;
- caring for animals that travel with their owners;
- 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 of watches, household appliances, radio equipment; services of a hairdressing salon, manicure and massage rooms and other household services);
- services of beauty salons and hairdressing salons;
- sauna, bath, swimming pools, gym;
- rent of meeting rooms, conference hall;
- business center services;
- currency exchange;
- other services.

The system of measures that provide a high level of comfort, satisfying a variety of household and economic needs of guests, is called a service in the hotel industry. The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you can not impose services. The consumer has the right to refuse to pay for services not provided for by the contract. It is also prohibited to condition the performance of certain services on the mandatory provision of other services.

The list of services depends on the category of the hotel. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. However, everywhere should strive to ensure that the range of services fully meets the needs of guests.

Businesses providing services should be located in accessible place(usually on the first floor). In the lobby, on the floors, in the rooms there should be information on how and where to get services, opening hours should be convenient for guests.

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

Hotel rooms have plenty of free goodies just waiting to be taken advantage of by adventurous travelers.

Because many of these things are not in the rooms, guests are often unaware that they are available, and available for free!

Business Insider spoke with Hilton Worldwide and Starwood Hotels and Resorts and worked with them to come up with a list of free extras at hotels you should know about so you can take advantage of them on your next trip.

(Photo: Justin in SD via Foter.com / CC BY-NC-SA)

It turns out that the hotel can get a lot of things for free - from a GoPro camera for rent to a curling iron delivered right to your room:

Better pillows
Car rental
yoga mats
E-books
Lockable bags
Nightlights
Entertainment for children
GoPro rental
Board games
Sports accessories
Special offers

Additional services in hotels in more detail

Phone chargers and adapters

If you forgot your charger at home or just don't have a suitable adapter, go to the reception - they have spare ones.

Hotels offering free chargers include Kimpton, Hyatt, and Sheraton Puerto Rico, which have recently introduced chargers for a wide variety of phones.

Better pillows

Some hotels offer pillow menus that allow guests to choose the pillow of their choice based on firmness, shape, and sleeping habits.

Some pillows help to reduce snoring, while others serve as an attribute of a serene morning when you want to soak up a little longer in bed. The Conrad hotel chain invites guests to choose the right pillow or even book their favorite pillows through the mobile concierge app. Acqualina Resort & Spa also offers this service free of charge.

For those ladies who forgot to put curling irons or hair straighteners in their suitcase, some hotels are ready to help out. Hyatt, Kimpton and W Paris-Opéra hotels include this service as a free service upon request.

Car rental

Free high quality car rental. Thompson Chicago has a contract with Lexus that allows guests to test cars such as the LS 460 executive sedan, the 8-passenger luxury crossover or the IS 350 convertible for 4 hours.

The Rancho Valencia Resort & Spa hotel chain offers 3 Porsche models: 911 convertible, Panamera Hybrid and Cayenne GTS, which can be used up to 4 hours a day after pre-booking from the hotel clerk.

The Rolls-Royce Phantom with driver is available to guests of the Beverly Wilshire Hotel: service on a first-come-first-served basis from 8.30 to 23.00. The driver will take you anywhere within a radius of 5 km.

yoga mats

For those who love to warm up and while traveling, hotels have prepared yoga mats that you can rent for free and use them in your room.

Hyatt hotels and Affinia hotels in New York and Washington DC and W Retreat & Spa in Vieques Island (Puerto Rico) are just some of the hotels offering free mats.

A sewing kit is a lifesaver in cases where a hole has appeared on clothes or a button has suddenly come off. Fortunately, in many hotels there is always such a set if someone suddenly needs it.

Here are some hotels that give out sewing kits as a gift to guests: W South Beach, W Retreat & Spa in Vieques Island (Puerto Rico), Hilton Hawaiian Village Waikiki Beach Resort, Casa Marina.

E-books

Trump Soho, Revere Hotel Boston Common, The James New York are just a few of the many hotels where you can relax by the pool during the summer with an e-book rental.

Toothpaste and mouthwash

Basic personal hygiene items such as mouthwash or toothpaste are often given out by hotels. Conrad Hotels, Waldorf Astoria, Best Western and many others offer them as gifts from the company.

Shaving cream and dental floss are also often found in their rooms.

Perhaps your nail polish peeled off during your trip, or you didn't have time to remove it before leaving. In any case, nail polish remover wipes will help solve the problem - and for free.

If necessary, they are given at Affinia hotels, Omni hotels and Wyndham hotels.

Lockable bags

Resealable plastic bags are good for pre-flight packing. Some companies, including Oil Nut Bay and Kimpton, offer them at no additional cost.

Nightlights

For those traveling with children or who want to light up their room, some hotels, such as Kimpton and Aqualina Resort & Spa, can offer a night light.

Entertainment for children

Instead of taking all your child's toys on the road, try asking for new ones when you check in at the hotel. Many hotel chains offer cute little things for kids, from colored wax crayons and geographic scratch cards (where you can mark places you've been) to bath toys.

AlSol Hotels & Resorts, Hilton Waikoloa Village, and Casa Marina, A Waldorf Astoria Resort will keep your kids entertained. And besides, it's completely free.

GoPro rental

When additional sockets are needed, best way out- extension cord. Don't bring too much with you, just ask at the front desk the next time you're in a hotel. Some hotels do have them.

The Hilton West Palm Beach and Kimpton hotels are just some of them.

Board games

Whether for children or adults, most hotels have prepared board games for their guests. If suddenly someone wants to play, the employees of the Dorchester Collection, Corinthia Hotel will bring the game directly to the room. Or you can participate in a board game competition - for example, in hotels of the Los Suenos Marriott Ocean & Golf Resort.

Sports accessories

In addition to yoga mats, there are many other sports equipment available for rent. For example, Westin hotels have an agreement with New Balance, a sportswear company, that the hotel chain can sell their branded shoes and clothing to guests for as little as $5. Just specify the size of your clothes and shoes, and the order will be delivered to your room.

Hyatt hotels offer dumbbells to their guests for free, and Hilton Garden Inn - its Stay Fit Kit as a gift - it includes elastic bands for Pilates, yoga mat, hand straps, large elastic balls (fitballs), 1.5-kg dumbbells , expanders.

Special offers

Some hotels arrange special events and even organize courses. So when you check in at the hotel, don't forget to ask the hotel clerk about the opportunities you can take advantage of during your stay.

Some examples of such offerings include free Spanish courses at Los Suenos Marriott Ocean & Golf Resort hotels, glowing bocce balls and other outdoor activities at Hilton West Palm Beach.

Sourced from Business Insider.