Hotels often use special offers to attract customers. These could be some kind of compliments (gifts) or unusual services.
Most tourists write in their hotel reviews about which exclusive offers they liked, detailing the special services and compliments they received. In most cases, the set of compliments and special services in hotels is standard, but some hotels try to surprise their guests. Booking.com, which publishes the best hotel ratings, even has a separate category: the most memorable compliments.
It included:
Catalonia Square Hotel 4* in Barcelona, where guests are served free snacks throughout the day.
Residence Agnes 4 * in Prague, where there is unlimited access to free drinks and free transport from the hotel to any place at the request of the client.
The Z Hotel Liverpool 3 *, where guests are treated to a glass of wine and a cheese plate in the evenings.
Grand Hotel Europe 5 * in St. Petersburg treats you to fruit, wine, champagne and coffee made according to a special recipe in honor of the hotel’s 140th anniversary. For special guests - special compliments. So, for the world chess champion, the hotel's confectioners prepared a chessboard with chocolate figures, and for a famous musician, a chocolate piano with sweets.
Carlton Hotel Baglioni 5 * in Milan. There are several special offers for guests who stay at the hotel for 2 days or more. Fresh flowers, water, pastries and fresh fruit are brought to your room. Guests staying in our signature suites: Art Déco, Leonardo and Montenapoleone can dine in the restaurant free of charge, enjoy free drinks from the minibar or enjoy free one-way transport. Also, clients can choose from one of the services free of charge: renting a conference room, personal shopper for an adult or nanny for a child.
Waldorf Astoria Hotels & Resorts 5* chain. There, guests can ride a supercar along one of the specially prepared routes in the company of famous racers. This promotion began on May 15 at the Trianon Palace Versailles in France and by the end of the year will be held at 12 of the 26 resorts of the chain in Europe, America and the United Arab Emirates. The promotion is not free: $999 for two plus the cost of hotel accommodation. However, if you choose the Drive & Drive package, you will get a free round of golf, and if you choose the Drive & Dine package, you will be able to dine at the signature restaurant for free.
Radisson Royal Hotel Moscow 5*. Here, guests of the club floor and regular guests are treated to “edible” compliments in their rooms: nuts, berries, olives, olives. For newlyweds, Mr&Mrs. signs are placed in the suites, the bathroom is decorated with rose petals and aromatic oil is given as a gift. In addition, guests are offered a free river cruise on a Radisson Royal flotilla yacht and souvenirs. One of the most popular souvenirs is a magnet in the shape of a nesting doll, which foreigners really like.
Four Seasons Hotel Moscow. This hotel pampers guests with sweet gifts. Thus, newlyweds are given a small cake as a compliment. And those guests who indicate when booking that they want traditional Russian service receive gingerbread cookies and tea as a gift. Regular clients of the hotel are offered cakes - “nuts”, and VIP guests are offered champagne and a plate of fruit. Children are also always very welcome in this hotel and there are nesting dolls for coloring in every room.
Maxim Marusenkov, public relations specialist at The Ritz-Carlton Moscow, spoke about what “compliments” or “courtesy” from hotels are. This concept includes both various gifts for guests and additional free services. This could be a fruit plate for guests upon arrival, toiletries in the room, free wi-fi, free shoe shine or free access to the hotel spa. At the Ritz-Carlton Moscow hotel itself, guests are given “delicious” compliments: wine, sweets, desserts, berries and fruits. For example, there is a greeting with fruit drink and fresh berries, a vegetarian greeting, or a trio of Russian salads. For those who have ordered the Grand Romance package, arrangements of fresh flowers, pralines and champagne are delivered to their room.
Natalya Gorguraki, Director of Sales and Marketing at the DoubleTree by Hilton Moscow - Marina hotel, is confident that compliments for guests emphasize respect and gratitude for choosing this hotel. She says that guests like attention and good treatment, and it is likely that next time they will also stay at this hotel or at another hotel in the same chain. At the DoubleTree by Hilton Moscow - Marina hotel, guests will be greeted with chocolate and warm cookies upon arrival. For regular customers, champagne and fruit are left in the room.
The honeymoon is one of the most pleasant events in the life of newlyweds. I want a lot of attention and good service. Movies often show how newlyweds are given gifts at a hotel. As an experiment, I wrote to hotels in different parts of the world and asked what compliments newlyweds could expect during their vacation:
"Hello,
My fiance and I are considering your hotel for our honeymoon. Tell me, do you have any bonuses for newlyweds or special offers?
Thank you».
Kurumba Maldives 5*Maldives
The cheapest room for two is 21,456 rubles. per day
The most expensive room for two is 56,150 rubles. per day
“We give gifts to newlyweds who travel no later than 6 months after registration of marriage and stay at our hotel for at least 4 nights.
We organize a candlelit dinner and decorate the newlyweds' bed with flowers. You will need to present a marriage certificate.".
Palapas del Sol 4* Holbox Island, Mexico
The cheapest room for two is 7,532 rubles. per day
The most expensive room for two is 11,413 rubles. per day
Here, by the way, they were the first to respond, just 10 minutes after my request.
“We give the newlyweds a bottle of champagne and decorate the room for their arrival.
If you decide to stay with us for 3-7 days, we can offer you a 10% discount on the direct booking price.
If you decide to spend 7 or more days with us, we can offer you a 15% discount.
Additionally, we often organize dinners on the shore and offer massages.”
Mandarin Oriental 5*Las Vegas
Cheapest room for two 12 554 rub. per day
The most expensive room for two 70 987 rub. per day
In Las Vegas, newlyweds are no surprise, so it was especially interesting to learn about the hotel's offers.
“We have special offers for newlyweds.
We can offer you our standard room at a price of 133USDper day
We can offer you our superior room at a price of 161USDper day
We offer apartments at a price of 342USDper night plus 1 additional free night + free breakfast spa deposit 100USD»
Rome Cavalieri, Waldorf Astoria Hotels and Resorts 5*Rome
Cheapest room for two 11 012 rub. per day
The most expensive room for two 102 151 rub. per day
“We always show the newlyweds signs of attention and present pleasant little things as a compliment to mark a special event. But, unfortunately, we don’t have any special wedding offers.”
PARKROYAL on Pickering 5* Singapore
Cheapest room for two 13 774 rub. per day
The most expensive room for two 21 681 rub. per day
They pretended not to notice the question about bonuses for newlyweds and simply listed compliments for GHA Discovery members: free Internet, newspapers, water, etc.
St. Thomas Mawe Boutique Hotel Watamu 5*Kenya
Cheapest room for two 9 932 rub. per day
The most expensive room for two 11 350 rub. per day
The hotel director himself answered my letter.
“Our best offer for the specified dates (15 nights):
SOFT ALL INCLUSIVE: breakfast, lunch and dinner with drinks (soda, local coffee, tea and juice). Alcohol not included."
Room type: Deluxe Ocean View
Cost $4080
If you wish, we have a superior room on the ground floor overlooking the garden and ocean.
Cost: $3600
As a newlywed couple, as a compliment from the hotel you will receive a basket of fresh tropical fruit and a bottle of sparkling wine upon arrival, as well as a boat ride along the coast and a seafood lunch.”
Hotel de Seze 4* Paris
Cheapest room for two 14 504 rub. per day
The most expensive room for two 28 774 rub. per day
“Unfortunately, we do not have any special offer for newlyweds. But on such a special occasion, we will, of course, do everything possible to make your stay with us memorable and will prepare the room for your arrival with special attention."
The Sanctuary House Hotel 3* London
Cheapest room for two 14 305 rub. per day
The most expensive room for two 17 606 rub. per day
They were extremely brief here. It’s understandable, of course, 3 stars, but still...
“Please note that we do not have any compliments for newlyweds.”
Hotel Sofitel Los Angeles at Beverly Hills 4*los— Angeles
Cheapest room for two 16 342 rub. per day
The most expensive room for two 23 366 rub. per day
“Since we do not have a special offer for newlyweds, we will, of course, definitely send a gift to your room.”
We can conclude that in most hotels they treat newlyweds with reverence and try to please them with something extra. They always congratulate you. In words, at least.
We can safely recommend that newlyweds write to hotels and tell them about their special occasion. Moreover, many hotels (as well as airlines) have services for newlyweds as part of their loyalty program, which is specially developed so that you like it and come back and tell your friends.
Happy honeymoon!
MINISTRY OF EDUCATION AND SCIENCE OF THE RUSSIAN FEDERATION
FEDERAL AGENCY FOR EDUCATION
SAKHALIN STATE UNIVERSITY
YUZHNO-SAKHALINSKY PEDAGOGICAL COLLEGE
- Department (PCC) of service
- Course work
using the example of the Santa Resort Hotel
- Safronova I. N. Course 2, group 215-a
Scientific adviser:
Petrova Yulia Petrovna
Yuzhno-Sakhalinsk
20 11
Content
INTRODUCTION…………………………………………………3
- History of service development………………………………………………………5
Service. Modern service……………………………………………………………..6
Chapter II Modern service in a hotel complex………………………………………….14
2.1 General characteristics of the hotel enterprise....................................................................... .... ....14
2.2Modern service at the Santa Resort Hotel……………………………………………………………… ………………………………………… 15
CONCLUSION…………………………………………………… ………………………………………24
LIST LITERATURES…………………………………… 26
In the economies of developed countries, the service sector has always occupied a significant place. But today they are already talking about the service economy, as opposed to the old economy of goods production. Of course, the goods themselves have changed - the service component occupies an integral and increasingly large part in them.
Service culture plays a major role in the general culture of society. This is a complex, multiple concept. Service culture is the degree of perfection of the process of serving the population in psychological, ethical, aesthetic, organizational, technological and other aspects. All these aspects of service culture are closely interrelated and interdependent. A service culture is based on tradition, but this is not enough. Today it is necessary to teach service and consider it as one of the most important strategic tools.
The service strategy is on a par with the marketing strategy. Advertising and marketing will attract guests, but what determines whether they will be satisfied, will they come to you again, will they recommend you to their friends and acquaintances? From the quality of service. Quality service requires a cost, but it will pay for itself many times over through increased guest satisfaction.
What is a service? Service is service that brings satisfaction and pleasure. The service sector is a rapidly growing sector of the economy. Satisfying the growing needs of guests for a variety of services at a high cultural level is the most important task of the service industry and each of its enterprises.
Service quality is the most important component of service. The quality of services is understood as a set of properties that determine its ability to satisfy the specific needs of guests. A need is an individual need. Need is a lack of something.
In the intense competition in the consumer services market, the winner will be the enterprise that has created all the necessary conditions for high-quality service. For example, service is also characterized by the fact that when an employee communicates with a guest, a trusting atmosphere should be established. Therefore, the success of service largely depends on the nature of the relationship with the guest in the process of providing services.
Thus, the importance of service in modern society is so relevant. In Russia, in the current conditions of transition to a market economy, service and its development play a decisive role, because focusing on the consumer and satisfying the wishes of guests is the main task today.
Target This work will reveal the essence of modern hotel service.
Tasks: reveal the basic concepts of the service; analyze the service in the hotel complex.
Object of work- modern service.
Subject of work– hotel service.
This course work includes an introduction, two chapters: the first chapter provides information about the concept of modern service, the quality of services provided, and the culture of service; The second chapter discusses service issues in the Santa Resort Hotel complex. The work concludes with a final part and a list of references.
Chapter I. Basic concepts of service.
- History of service development
The history of the development of the service is rooted in the deep past. Hotel and restaurant services developed along with changes in the social system.
In the ancient period, service was just beginning to develop along with society. People have developed, their needs have increased, and, consequently, the requirements for the provision of services have increased.
At first, service did not extend beyond the house, that is, the family provided services to each other: women prepared food, cleaned, sewed clothes, men hunted, farmed, and gathered.
But with the development of society, these and other services began to be provided outside the home. Shops, shops, hairdressers, and repair shops began to be built and developed. People began to come out of their homes and provide services to the community.
With the development of the productive forces of society, the production and economic aspect of services increased, and most importantly, the need for services and demand for them from the population increased.
The service sector in the modern world has a very significant impact on the development of material production, on the level and quality of life of society as a whole.
Guests' perceptions of quality service in a hotel complex have changed radically today. Today this definition includes a convenient location, a wide range of products, and market leadership. But the underlying nature of service has remained unchanged. People want politeness, product knowledge, help and enthusiasm from hospitality employees.
Thus, the development of services went through several stages and from the 2nd half of the 20th century maintenance became a service. The service sector has taken a leading place in the economy of any developed country.
- Service. Modern service
Service is quality service, the result of which is a satisfied guest.
Service activity is the service process, the process of providing services.
“The implementation of the service is carried out through the service sector. A service is the result of direct interaction between the performer and the consumer, as well as the performer’s own activities to meet the consumer’s needs.” 1
Consumer is a citizen who receives, orders, or intends to receive or order services for personal needs.
Contractor is an enterprise, organization or entrepreneur that provides a service to the consumer.
The functions of the service are to retain existing guests, attract new ones and create in all guests the need to continue cooperation with your company. In other words, the objectives of quality service are:
- maintaining the guest base;
- development of this base.
From a relationship perspective, quality service is:
- benevolence;
Caring;
- politeness;
- honesty;
- helpfulness;
- efficiency;
- availability;
- knowledge;
- professionalism.
High-quality service is the concentration of all resources and all company employees on the satisfaction of guests.
“Quality is the property and characteristic features of a service that cause consumer satisfaction.” 1
Quality is the coincidence of the expected service (service) with the provided one.
The quality of the service is constantly growing as the needs for it change and grow, so this definition is constantly changing.
Because quality service is an effective sales tool, it provides a sustainable competitive advantage. In a highly competitive environment, businesses must train their employees to look for an element of service in everything they do.
“Poor service causes a business to take a step back. Good maintenance keeps it in place. And only excellent service allows him to move forward.” 2
High-quality service retains existing guests, attracts new ones and creates a reputation that makes existing and potential guests want to cooperate with this particular enterprise. This goal is achieved by satisfying the needs of guests, who begin to recommend this enterprise to everyone and, with their favorable reviews, create and strengthen a positive reputation in the market.
Service culture refers to the level of ethical knowledge, moral principles, and moral skills that are manifested in the activities of service workers when serving guests.
The service culture is aimed at serving guests based on the development of certain rules, procedures, practical skills and abilities.
“Today there is a widespread understanding of service culture in the narrow sense as a set of rules of politeness (ethics of behavior).” 1
The first manifestation of service employee culture occurs in the contact area.
The place where services are provided, where an employee interacts with a guest or provides services to him, is called the contact zone.
Contact zone is the point of contact (place) between the service consumer and the service employee. Any place where contact occurs.
The moment of truth is the time, period of time during which the process of providing a service occurs. In a hotel complex, this could be meeting a guest at the airport, at a train station, or during check-in at the reception desk.
Modern service is not afraid of guest complaints, since it is the increase in complaints that becomes a positive consequence of the quality of service. Guests are starting to complain more, which is good.
In modern service, the guest is the king. In order for him to come again, you need to do everything for him that is needed and when needed.
The service sector has a very significant impact on the development of material production, on the level and quality of life of society as a whole.
A service that is competently designed for public relations:
- contributes to increasing the efficiency of social and material production through increasing labor productivity;
- ensures the maintenance of the reproduction of the economically active population on a socially necessary scale through specific types of activities (education, retraining, medicine);
- optimizes the structure of non-working time of the economically active population;
- increases the level and quality of life, forms an optimal structure of needs and contributes to their real satisfaction;
- promotes the balance of income and expenses of the economically inactive population;
- has a significant impact on ensuring the national security of the state and society.
Considering service from the point of view of its participation in the production and reproduction of social life, it is easy to notice that in all spheres of the social order and at all its levels, service to one degree or another reveals its presence and influence.
Thus, high-quality service is available and possible only in the modern world. We should be proud of the fact that we can offer excellent service to our guests. To be ready to offer our services to everyone around us is a modern service.
1.3 Three stages of maintenance
Service is an integral part of all three stages of service. There are three rules for establishing instant contact with a guest - a smile, a name and a compliment.
At the first stage, you need to cordially, from the bottom of your heart, greet the guest when you meet, strive to remember and call him by name. You should always greet the guest first and always standing. This is how you rise together with your joy of meeting. At this moment, you need to show positive emotions naturally and freely.
To be spontaneous and open, you need to accumulate within yourself something precious and attractive that will be pleasant and interesting to other people: good manners, knowledge, hobbies, education.
It is necessary to perceive each new meeting as a gift of a new opportunity to expand your knowledge about the world, about human nature, about something new that enriches our lives.
The first people who greet guests should be able to instantly demonstrate the qualities of cordiality, goodwill and the ability to charm from the first minute. It’s like the goal of first contact – to charm immediately and forever.
You need to please at first sight, from the first visit. Otherwise there may not be a second time.
A smile is a conscious attitude toward positive thoughts and actions. This is the direction of thoughts and joy towards calmness, this is the beginning of managing your capabilities. Like a joyful sigh of fresh air, charging and feeding us with new energy. A smile is a sign and symbol of creative action. This is the power to overcome obstacles. You can smile just like that! You don't have to smile for any reason. You can smile as a pretext for the upcoming pleasant communication. An honest, open smile will always express a person’s good intentions and indicate the absence of secret evil intentions or aggressive aspirations. A smile is subconsciously perceived by any of us as a manifestation of kindness and care, trust and sympathy.
A sincere smile can warm the soul of even the most callous and closed person; a smile is disarming. A smile is a hidden compliment, but only when you smile for a reason, but at a specific person, your interlocutor. This is a destructive force, some people achieve a lot in life thanks to their smile.
The next distinctive feature of a greeting is addressing the guest by name. It is quite obvious that the spoken name acts on the depths of a person’s subconscious and changes his state in a matter of seconds. But you need to pronounce the name with feeling; by pronouncing the name, you first of all show respect for the person.
Next, you need to apply the art of compliments.
Compliments are truly an art. This is a manifestation of taste, values, literary and intellectual gifts. This is an expression of attentiveness and the ability to create a mood, set a positive mood and win over oneself.
“Don't be afraid to give compliments! Say them to your heart's content. It is so sweet! Speak slowly, filling your words with feelings. Admire what you like. By admitting this to someone, we gain independence.” 1
For your compliment to be received positively, it must have a factual basis. If the basis is absent, then it will either be unconvincing or turn into flattery.
The reaction in response to a compliment you like is a smile. A smile is a good mood. A good mood tends to be transmitted to the interlocutor. You also involuntarily smile back.
At the second stage of service, you need to predict and fulfill the guest’s wishes. After a warm welcome and convenience, the first thing you need to do is create a welcoming and pleasant atmosphere. Ease of communication at this moment implies acceptance of the interlocutor as the best and most pleasant person at this moment. You need to listen without judging whether what is being said to you is good or bad. You just have to listen to it as interesting information.
“You need to actively listen to people - this allows you to increase the level of guest satisfaction. We must listen to both our guests and our employees. And we must pay close attention to what we hear. There are several listening rules:
- listen to ideas, not facts, and try to understand their essence;
- listen with optimism, do not lose interest immediately;
- do not make hasty conclusions;
- concentrate, do not become drowsy and look the speaker in the eyes;
- do not get ahead of yourself, otherwise you will lose the thread of reasoning;
- while listening, control your emotions;
- relax physically, get comfortable 1.
At this stage, it is necessary to skillfully stimulate the guest’s decision to place an order. The price of the service should be properly justified and its quality emphasized.
A guest's decision to place an order is often determined not by one motive, but by several, and some of them may be contradictory. In this case, the final decision will be preceded by a struggle of motives. Since everyone is different, different guests make decisions differently. You should not force a service on a guest. The last word when placing an order should always belong to the guest. It is necessary to skillfully and tactfully lead him to making a positive decision.
If a person decides to place an order in the future, he will most likely do it at this service company, since they were courteous to him. Moreover, he may recommend his friends and acquaintances to contact this company.
In other words, by showing courtesy to a guest who has not placed an order, the employee makes both himself and his friends and acquaintances potential customers.
Guests who receive your service should experience complete comfort, a feeling of happiness and admiration from the fact that their desires are anticipated - this is the spirit of modern service.
The third stage is farewell or farewell. You need to thank the guest for using the services of your company, and express the hope that in the future he will become a regular guest. Thankfully wish you a safe journey.
Thus, three stages of modern service make it possible to find a regular buyer of your company’s services. For the staff of any service enterprise there are three main tools that cannot be done without, since any service is aimed at meeting the needs of the client - a name, a smile, a compliment. You need to learn this, you need to be able to use these attributes correctly, although times change, the smile will always be there; without a name we cannot communicate; People will never stop liking compliments.
Chapter II Modern service in a hotel complex
2.1 General characteristics of the hotel enterprise.
A hotel complex is an association of enterprises that provide services and are united into a single management system. The hotel complex is part of the hotel industry.
Based on past practice, we will consider a 4-star hotel complex.
The Santa Resort Hotel is located in the city park. Has a four star category. Serving guests from all over the world since 1993. The room capacity consists of 89 rooms, of which 68 are standard, 9 mini-suites, 4 two-room suites, 5 combined rooms, 2 rooms for people with disabilities, 1 wedding room. Equipment: TV (cable, video), telephone, refrigerator, hair dryer, air conditioning/heating. Services: minibar, room service from the restaurant, laundry, transportation, 24-hour electricity, cold and hot water, security system. Cozy, well-equipped rooms with calm colors create a homely atmosphere of coziness and comfort.
2.2 Modern service at the Santa Resort Hotel
The following services available at the hotel are highlighted: administrative and management service, reception and accommodation service, maid service, food service, engineering and technical service, additional and auxiliary services. The administrative service is responsible for organizing the management of all hotel services, solving financial issues and staffing issues. The reception and accommodation service deals with issues related to booking rooms, receiving guests, registering them and placing them in rooms. The maid service maintains the necessary sanitary condition of the rooms and the level of comfort. The catering service provides service to guests in restaurants and hotel bars, and resolves issues regarding the organization and servicing of banquets and presentations. The engineering and technical service creates conditions for the functioning of sanitary equipment, electrical devices, repair and construction services. Auxiliary and additional services offer laundry, dry cleaning, and other additional paid services.
Each hotel room has a TV (Russian and American programs), video, the hotel's telephone system is carried out by an automatic telephone exchange, more than 900 types of telephone services are possible (providing access to Internet providers, a built-in wireless communication system, integration with a computer system that allows counting calls and conversations and issuing reports for each hotel client, has a multi-stage reservation system. The PBX provides intra-hotel, intercity, international communications, as well as access to Yuzhno-Sakhalinsk. City telephone network via trunk lines.
The personnel performing cleaning work are maids. This is also the senior maid, who is responsible for allocating rooms for cleaning and drawing up work schedules for the maids. The maids are dressed in two types of work coats - dark and light. The light ones are worn by numbered maids who are directly involved in cleaning rooms, and the dark ones are worn by service maids who clean public and office premises.
There are categories of cleaning work - cleaning the area adjacent to the hotel, cleaning the area of the main entrance and lobby, daily cleaning of rooms, preparing rooms for guest departure, cleaning of reserved rooms, daily and general cleaning of public premises, as well as disinfection of bathrooms. To perform cleaning work, there are the following categories of personnel: maids who clean residential rooms; service maids employed in cleaning public premises; cleaners of the area adjacent to the hotel. Room cleaning is carried out daily: on weekdays from 07.00 to 16.00; on weekends and holidays from 09.00 to 18.00. Sequence of room cleaning: reserved rooms, ongoing daily cleaning, cleaning after the guest checks out. Rooms are prepared for bed daily, in winter from 17.30 to 20.00, in summer from 20.00 to 21.30. the room is prepared for bedtime in the absence of the guest. The maid cleans the ashtrays and trash cans in the room, removes other garbage, then curtains the window, folds the blanket on the bed into thirds, right side out, and bends the edge of the blanket at a right angle from the side of the bedside table. A card with the weather forecast for the next day is placed on the bedside table, and branded chocolate or candy is placed in front of the card. In-room bathrooms are disinfected upon check-out, and public bathrooms are disinfected daily.
Each maid cleans about twelve rooms per day. The area of a standard room is 24 square meters. meters. The time credit for daily cleaning time is twenty minutes, but if the room is being prepared for a guest’s check-in, it is thirty minutes.
etc.................
Hotels often use special offers to attract customers. These could be some kind of compliments (gifts) or unusual services.
Most tourists write in their hotel reviews about which exclusive offers they liked, detailing the special services and compliments they received. In most cases, the set of compliments and special services in hotels is standard, but some hotels try to surprise their guests. Booking.com, which publishes the best hotel ratings, even has a separate category: the most memorable compliments.
It included:
- Catalonia Square Hotel 4* in Barcelona, where guests are served free snacks throughout the day.
- Residence Agnes 4 * in Prague, where there is unlimited access to free drinks and free transport from the hotel to any place at the request of the client.
- The Z Hotel Liverpool 3 *, where guests are treated to a glass of wine and a cheese plate in the evenings.
- Grand Hotel Europe 5 * in St. Petersburg treats you to fruit, wine, champagne and coffee made according to a special recipe in honor of the hotel’s 140th anniversary. For special guests - special compliments. So, for the world chess champion, the hotel's confectioners prepared a chessboard with chocolate figures, and for a famous musician, a chocolate piano with sweets.
- Carlton Hotel Baglioni 5 * in Milan. There are several special offers for guests who stay at the hotel for 2 days or more. Fresh flowers, water, pastries and fresh fruit are brought to your room. Guests staying in our signature suites: Art Déco, Leonardo and Montenapoleone can dine in the restaurant free of charge, enjoy free drinks from the minibar or enjoy free one-way transport. Also, clients can choose from one of the services free of charge: renting a conference room, personal shopper for an adult or nanny for a child.
- Waldorf Astoria Hotels & Resorts 5* chain. There, guests can ride a supercar along one of the specially prepared routes in the company of famous racers. This promotion began on May 15 at the Trianon Palace Versailles in France and by the end of the year will be held at 12 of the 26 resorts of the chain in Europe, America and the United Arab Emirates. The promotion is not free: $999 for two plus the cost of hotel accommodation. However, if you choose the Drive & Drive package, you will get a free round of golf, and if you choose the Drive & Dine package, you will be able to dine at the signature restaurant for free.
- Radisson Royal Hotel Moscow 5*. Here, guests of the club floor and regular guests are treated to “edible” compliments in their rooms: nuts, berries, olives, olives. For newlyweds, Mr&Mrs. signs are placed in the suites, the bathroom is decorated with rose petals and aromatic oil is given as a gift. In addition, guests are offered a free river cruise on a Radisson Royal flotilla yacht and souvenirs. One of the most popular souvenirs is a magnet in the shape of a nesting doll, which foreigners really like.
- Four Seasons Hotel Moscow. This hotel pampers guests with sweet gifts. Thus, newlyweds are given a small cake as a compliment. And those guests who indicate when booking that they want traditional Russian service receive gingerbread cookies and tea as a gift. Regular clients of the hotel are offered cakes - “nuts”, and VIP guests are offered champagne and a plate of fruit. Children are also always very welcome in this hotel and there are nesting dolls for coloring in every room.
Maxim Marusenkov, public relations specialist at The Ritz-Carlton Moscow, spoke about what “compliments” or “courtesy” from hotels are. This concept includes both various gifts for guests and additional free services. This could be a fruit plate for guests upon arrival, toiletries in the room, free wi-fi, free shoe shine or free access to the hotel spa. At the Ritz-Carlton Moscow hotel itself, guests are given “delicious” compliments: wine, sweets, desserts, berries and fruits. For example, there is a greeting with fruit drink and fresh berries, a vegetarian greeting, or a trio of Russian salads. For those who have ordered the Grand Romance package, arrangements of fresh flowers, pralines and champagne are delivered to their room.
Natalya Gorguraki, Director of Sales and Marketing at the DoubleTree by Hilton Moscow - Marina hotel, is confident that compliments for guests emphasize respect and gratitude for choosing this hotel. She says that guests like attention and good treatment, and it is likely that next time they will also stay at this hotel or at another hotel in the same chain. At the DoubleTree by Hilton Moscow - Marina hotel, guests will be greeted with chocolate and warm cookies upon arrival. For regular customers, champagne and fruit are left in the room.
Hotel in Almaty "Ambassador" is ready to take care of all the worries about organizing your stay in Almaty. For questions regarding accommodation, you can contact the numbers listed in the "Contacts" section.
A compliment from a hotel is a kind of gift to a guest and must be correctly taken into account in the hotel’s accounting department.
Incentives or “compliments from the hotel” came to the Russian hotel business relatively recently from the rich tourism experience of foreign hoteliers. Depending on their status and level of success, hotels are free to choose what complements they provide to guests. Most often, compliments from the hotel are champagne, flowers and fruits in the room when a new guest checks in. In any case, this is a kind of gift and it must be correctly accounted for in the hotel’s accounting department. We'll tell you how to do this today.
Types of compliments from the hotel
Incentives from the hotel can be divided into two groups:
- The first involves a gift already included in the cost of staying in a hotel room. So, in luxury and deluxe rooms, a compliment is a kind of sign of gratitude to the client for choosing this particular hotel. Standard rooms, as a rule, do not require such special attention to guests. Foreign hotels often offer a transfer from the airport to the hotel as a compliment for those who travel independently without the mediation of travel agencies. In the Russian hotel business, such incentives are not so popular. Even just a bottle of sparkling water can be considered an incentive.
- The second group is incentives provided by hotels to VIPs, regardless of the category of room chosen by the guest. In addition to television and pop stars, such persons are diplomats from other countries, politicians and other important personalities. Often such people have a special list of what must be present in the room, and as a sign of honor for an important guest, the hotel can add something of its own to this list. Of course, compliments to VIP guests are significantly different from those offered to ordinary guests.
Whatever promotion is given, the cost of the products included will be incurred by the hotel.
How to account for incentive costs?
In order for the costs of complements to be included in the base that reduces income tax, such costs must be properly justified and documented.
First of all, the hotel should approve a local regulation that will set out the procedure for providing guests with compliments. This incentive provision should include:
- List of persons who will be relied upon to provide compliments. The hotel, depending on its location, status and trends, has the right to determine this list itself, but it must be made exhaustive.
- A comprehensive list of all incentives that can be provided by the hotel to customers. If the set and type of compliments depends on the status of the guest, this also needs to be clearly stated in the regulations with the assignment of a specific group of rewards to the circle of people for whom they are intended.
- The sequence of informing the service personnel about delivery to the room at the appointed reward hour. In addition, it is important to prescribe the procedure for informing the kitchen about complement if it involves not only the availability of food products, but also their preparation. For the prompt transfer of information, a responsible person should be appointed and indicated in the position.
- The procedure for preparing documents for incentives transferred to the client, as well as the procedure for transferring all information about expenses incurred to the accounting department.
Keep proper records of the number of rooms, promptly display all information on reservations, track the status of room reservations online - all this can be done with a convenient and simple program for the hotel "Bukhsoft: Hotel".
Nuances of documenting expenses for compliments
The next important point, which we have already mentioned above, is the documentation of the incentive. This may be an independently developed form (order for a compliment), or it may be a slightly improved form of the TORG-13 form. The form must contain information about the room to which the reward must be delivered, information from the reservation about the guest checking into the room, his status according to the incentive regulations and a list of all products with full name and quantity that are included in the compliment.
The completed form is sent to the accounting department. The accountant, in turn, draws up an Act for writing off products that were spent on a specific compliment.
In accounting, expenses incurred are included in the costs of ordinary activities and are recorded in account 44 “Business expenses”, subaccount “Compliments”. In this case, compliments can be recognized as material costs and included in the tax base in order to reduce hotel profit tax.
There is one more nuance that will provide the hotel with a guarantee of the legality and justification from an economic point of view of incentive expenses - this is the execution of the “Room Fund Calculation” document. The document represents the calculated cost of the room being sold, taking into account all direct and indirect costs of the hotel for providing it to the guest. The calculation includes, among other things, incentives that are provided to guests free of charge, but in fact are part of the cost of staying in the room.
It is worth noting that without completing this document, the hotel has every chance that the tax authorities will charge additional VAT on the market value of the donated products, in accordance with the provisions of paragraph 1 of Art. 146 of the Tax Code of the Russian Federation. In addition, the cost of these products is not taken into account when determining the profit tax base (Clause 16, Article 270 of the Tax Code of the Russian Federation). This state of affairs is due to the fact that, apart from calculations, the hotel cannot prove in any way that the client actually paid for the incentives offered to him.
