Federal Agency for Education

Sochi State University of Tourism and Resort Business

Gelendzhik branch

ABSTRACT

BY DISCIPLINE: Recreational equipment and technologies

on the topic: Hotel industry

Completed:

1st year student of the OZFO

Voloshchuk N. P.

Checked:

Yudina T. A.

Gelendzhik 2009

hotel service restaurant

Introduction

Chapter I: Hotel and Hospitality Concepts

1The importance of hotels

2 Travel and hotels

3 Location of hotels

4 Types of hotels

Chapter 2. Hotel and its functions: guest services

1 Rooms and places

2 Sale of numbers

2.3 Mail and other services for guests

4 Unified services

5 Hotel management

6 Hotel restaurants

7 Hotel rooms

Chapter I: Hotel and Hospitality Concepts

.1 The importance of hotels

Most of us live at home most of the year. Although we may go to work, go shopping, visit friends and relatives, and otherwise participate in social life and spend our free time, home for every person is the place where we usually return every day and where we spend the night. But many of us stay away from home more and more throughout the year, whether on business, vacation or other reasons. Many people stay in hotels.

If you walk around the city, you can see shops, offices, workshops, restaurants and a lot of other places related to work, entertainment and relaxation. When you drive outside the city, you see factories, farms, gas stations. But, even without going far, being in the city or outside the city, sooner or later, among other things, you will definitely see one building - a hotel.

The people you meet in the city or outside the city can be local residents or visitors. The places where they most often visit are often necessary to meet the daily needs of the local population, but in areas where there are many visitors, many social and welfare facilities are intended mainly for them. One of these facilities, which invariably owes its origin precisely to visitors, is this is a hotel. To a greater or lesser extent, hotel restaurants, bars and other services may also be used by the local population, but the main function of a hotel is to provide overnight accommodation for people who are away from home and to provide for their basic needs.

This is the main function of the hotel, which significantly distinguishes it from other types of business and in relation to which its other functions are auxiliary. Other facilities that provide accommodation, food and drink for people away from home, such as hospitals, boarding schools or hostels, are still aimed at other purposes, be it medical treatment, or education, or something else. In practice, it is also not difficult to distinguish between the provision of accommodation by hotels and the rental of housing on the basis of renting premises, but it is more difficult to distinguish between hotels, boarding houses and other similar institutions, the main function of which is the same as that of hotels. However, for our purposes it is enough to describe the hotel? as an establishment that provides lodging and meals for a fee to tourists and temporary residents, and usually meals, snacks and some other services to other clients.

In most countries, hotels play an important role providing opportunitiesfor business meetings, meetings and conferences, as well as for relaxation and entertainment. In this sense, hotels are as essential to the economy and society as well-organized transport, communications and retail distribution systems for various goods and services. Using their capabilities, hotels contribute to the total production of goods and services, which constitutes the material well-being of the nation and society.

In many regions, hotels are a place to attract visitors,who realize their purchasing power in them and tend to spend more money than at home. Because visitors spend their money while away from home, hotels often make a significant contribution to the local economy, both directly and indirectly through the subsequent redistribution of visitors' funds to other recipients in the area. In areas where foreigners come, hotels are often important sources of foreign currencyand thus can make significant contributions to their countries' balances of payments. In countries with limited export capabilities, hotels may be one of the few sources of foreign exchange earnings.

Hotels also play an important role attracting labor,providing thousands of jobs in many specialties, shaping entire hotel industries in most countries. In addition, this industry employs people who run their own businesses and are owners of small hotels. The role of hotels as employers is especially important in areas where other sources of employment are too limited, and they contribute to the development of the region.

Hotels are also important retail outlets for products from other industries.In the process of building and modernizing hotels, a field of activity is provided for the construction industry and related industries. Equipment, furniture and all kinds of accessories are supplied to hotels by a wide range of manufacturers. Food, beverages and other similar commodities are among the most significant daily purchases that hotels make from farmers, fishermen, food and beverage suppliers and gas, electricity and water supply companies. In addition to creating direct employment for their employees, hotels generate significant indirect employment for those working in supplying industries.

Last but not least, hotels are an important a source of social services for local residents.Their restaurants, bars and other services often attract large numbers of local consumers, and as a result, many hotels become social centers in their communities.

1.2 Travel and hotels

Living away from home is a function of travel. Until about the middle of the 19th century.Most trips were taken by people traveling primarily within their own country, leaving home for business or professional reasons. Travel at that time was relatively small in scope and involved only a small part of the population in any country, and most travelers traveled in carriages. In the 19th century inns and hotel-type establishments located along the main roads and in the main cities sufficiently provided places for accommodation.

Between approximately 1850 and 1950With an increasing number of travelers leaving home for non-business reasons, holidays have gradually become an important reason to travel. For about 100 years, the predominant means of passenger transportation were railroads and steamships, and new means of transportation gave rise to travel from country to country and from continent to continent. Although the first hotels date back to the 18th century, a noticeable increase in their number occurred only in the 19th century, when the first railways and later steamships, which appeared by this time, created sufficiently large markets that made it possible for larger hotels to appear. During this period, hotels dominated the hotel business market for accommodation and lodging of clients, along with boarding houses and boarding houses.

Around the middle of the 20th century.In most of the developed world (a little earlier in North America and a little later in Europe), the hotel industry has come full circle around the globe, and with the increasing importance of the automobile as the main means of passenger transport, major transportation has returned to the roads. Almost simultaneously, air travel began to have a clear advantage over railways and sea transport as the main means of transporting passengers over long distances. On many routes, travel during the holiday period has reached the level of other types of transportation in volume and often significantly exceeds them. Travel away from home is constantly growing and becoming international. Hotels have entered into competition with other forms of accommodation - camp sites (vacation centers) and country resorts intended for vacationers in Europe, as well as motels in North America and various self-catering facilities for people on vacation.

1.3 Location of hotels

Hotels provide services to their customers directly and personally. Hotel services are consumed at the point of sale and are also produced there. Therefore, hotel services must be provided where demand exists and the market is the dominant factor influencing hotel location. Location is part of the hotel's product. In turn, location is a key factor influencing the viability of a business. This is true to such an extent that a successful entrepreneur could say with conviction and with great validity that (in the hotel business there are only three success factors: location, location, location.

As already mentioned, the development of the hotel business followed the development means of transport.Inns and other establishments of this type were located along roads and at final destinations, serving transit and terminal communications. Rapid spread in the 19th century. railways predetermined the emergence of railway hotels. In the 20th century Road transport created a new demand for overnight accommodations along the highway, and the modern motel and motorhome were the answer. A similar but less pronounced impact has been exerted by passenger shipping, which has stimulated the development of hotels in ports, and more recently by air transport, which has caused significant growth in hotels near airports and air terminals.

The second influencing factor is closely related to transport: many hotels are located in such a way as to primarily serve vacationers. In places of their highest concentration, vacationers are accommodated in hotels in settlements where the local population may represent only a small proportion of the people staying there at the same time, as is the case in many resorts.

The third, main factor influencing the location of the hotel is the location of the economic activityand, in particular, industry and commerce. Although, again, this is inseparable from the development of transport, since industrial and commercial activities create demand for transit and final accommodation for accommodation in centers of industry and trade, in places not often visited by holidaymakers.

Different segments of the travel market have created distinctive demands for hotels and even a specific type of hotel. In hotels located in business and industrial centers, the highest occupancy is usually on weekends, and in resorts during the main holiday season. Their amenities and services reflect the needs of business travelers and vacationers respectively. In between these clearly defined segments are other cities and areas, such as busy shopping centers located near historical or other attractions for visitors, for which a business pattern other than weekly or annual can be drawn.

1.4 Types of hotels

How diverse hotels can be seen based on the many conditions of their use, and on this basis, their specific types can be identified. Hotels are designated as first-class (five-star), resort, business, apartment, transit, as well as many other terms and classifications. Each of these definitions may indicate the standard, or location, or specific type of guest of a given hotel, but they do not sufficiently describe its main characteristics. They can be seen by applying a combination of terms to a hotel, each of which describes a specific hotel according to certain criteria. At this stage, you should find out what types of hotels there are, adopting specific criteria for their classification.

In accordance with locationh- hotels are located in large cities and smaller ones, and very small ones in the interior of the country, in mountain or coastal resorts and in rural areas.

"According to actual positionhotels at their location - this may be in the city center or on the outskirts, next to the beach of a coastal resort or along highways.

Due to their relationship to specific species transport -there are motels and car hotels, railway hotels, airport hotels (terms that also indicate location).

In accordance with purpose of visitingand the main reason for guests' stay - there are business hotels, vacation hotels, hotels for meetings (conventions), tourist hotels.

Steady trend towards short term or long termguest stay can be an important characteristic of a hotel, so that the hotel becomes a transit or residential hotel.

In accordance with range of amenities and services provided- a hotel may be open to both guests and non-residents, or it may limit itself to providing overnight accommodation and at most offer breakfast to its guests, and may also be a hotel of the “hotel garni” or “apart-hotel” type, i.e. apartment-type hotel.

Availability or absence at the hotel licenses for the sale of alcoholic beverages- an important aspect in the range of available hotel services, and the difference between licensed and unlicensed hotels lies, therefore, in the substance of the content of the hotel description in most countries.

A universal rule on how hotels should be described in accordance with sizes,does not exist, but based on their capacity - the number of rooms and beds - we usually apply the term "small hotel" to a hotel with a small number of beds, the term "large hotel" to a hotel with several hundred beds and rooms, and the term "medium-sized hotel" to a hotel with a quantity intermediate between these two types, in accordance with the division structure of the hotel industry of a particular country.

Whatever criteria are used in hotel guides and classification and tier systems, in practice in many countries it is generally considered necessary to divide into at least four or five classes or levels in order to sufficiently characterize the differences in hotel standards and to enable customers to navigate them. The contrasting positions of the standards of first-class and basic-service hotels, which are sometimes awarded five stars and one star respectively, are not difficult; the intermediate position on any such scale denotes an average level without any special pretensions or merits. Then the intermediate positions will be: above average, but not reaching first-class (hotels with high quality standards) and hotels above the basic level (economy class).

Last but not least important sign: ownership and management.Independent hotels, which are privately owned and may be managed either by the owner or by a salaried manager, must be distinguished from a chain or group of hotels owned by a company. Independent hotels may be part of a consortium or cooperative of hotels. The company may directly operate its hotels or delegate management under a franchise agreement.

The listed characteristic features make it possible to describe a specific hotel in general terms, concisely, comprehensively and reliably, for example:

Terminus Hotel is a medium-sized, economy class hotel in the city center, an unlicensed hotel, owned and operated by a small company, serving mainly tourists visiting the historical part of the city and its surroundings.

Hotel Excelsior is a large, independent, first-class hotel located on the main street of the coastal resort, its main clientele being holidaymakers.

The Crossroads Hotel is a small hotel, licensed, transit car hotel with high quality standards, franchised, on the outskirts of the city, catering mainly to businessmen and tourists.

Chapter 2

.1 Rooms and places

The main function of a hotel is to provide overnight accommodation for people who are away from home, and sleeping accommodations are the most characteristic product of a hotel. In most hotels, room sales are the hotel's largest and only source of income, and in many hotels, rooms generate more sales than all other services combined. Room sales are also consistently the most profitable source of revenue for hotels, generating the highest level of profit and contributing the majority of a hotel's operating income.

Hotel room revenue is earned through three main services: hotel front desk, uniform services, and hotel housekeeping. Each of these services may also contribute to a greater or lesser extent to other hotel activities, but their primary functions arise from the needs of the resident guests and they provide essential hotel services to guests. Therefore, it is convenient to consider the hotel reception desk, unified services and hotel management together as components of the hotel's function of accommodating guests.

An urban transit hotel with a short average stay requires a somewhat different approach than a resort hotel that accommodates guests for a longer period, such as one or two weeks. There is also a relationship between the prices, range and quality of Amenities and Services provided and the way they are organized.

2.2 Sale of numbers

A significant portion of hotel guests book their rooms in advance, anywhere from hours to weeks or months before they actually arrive at the hotel. This can be done in person, by telephone, fax or email, by letter, through a travel agent and, increasingly, through central booking systems. Hotel reservationscreates a multiplicity of contractual relationships between a hotel and its guests that begin when each reservation is made and continue until the guests' departure or final settlement of accounts following their stay. Advance booking is a responsibility on the part of the hotel in both a legal and business sense, and the need for a system that provides the ability to turn room reservations into room revenue.

When guests arrive at hotels, they are asked to register by providing the hotel receptionist with certain information about themselves. Registration book,in which this information is entered, performs two main functions. One is compliance with the law, where guest registration is a legal requirement in most countries. The second function is the internal accounting of guests; this data is taken for other hotel records.

In most hotels provision of numbersFor pre-booked accommodations, accommodation is made before guests arrive, and only for guests who check in without pre-booking, rooms are allocated on arrival, but in some hotels this only happens when guests have already arrived. Then registration and provision of a room is the starting point for guests' stay and the signal for opening their accounts, as well as for notifying general services staff, the hotel department, telephone operators and other services about new arrivals.

Some master recordsdocument the sale of the number:

formor reservation cardin a standard form contain the details of each order, are the top sheet on any documents relating to it, and provide quickly received information for each individual case;

V reservation and daily arrival logsregister all orders by arrival date and show all arrivals for a specific day so that they can be covered at one glance;

reservation scheduleprovides a record of reservations over a period and shows the rooms reserved so that they can be covered at a glance, and the remaining rooms to be sold;

V guest bookall new arrivals are registered as they appear and data on all arriving and departing guests is provided;

2.3 Mail and other services for guests

A combined key and mail rack is a standard feature in most hotel reception areas; it reflects the two normal duties of a receptionist - issuing room keys and mail to guests. Equipped according to floors and room numbers, it matches and complements the reception board. Room keys are issued from the counter to arriving and already staying guests; When leaving the hotel or leaving at the end of their stay, guests return the keys to the counter. The counter is a place for information regarding the occupancy of rooms and the location of guests.

Mailfor guests may be received before, during and after their stay at the hotel and may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail and personal notes left for guests. Mail received prior to guests' arrival should be given to them upon check-in; Mail arriving after the guest has left the hotel must be sent to the guest's permanent address. During guests' stay, speed is essential for fax transmission, safety is important for registered mail, integrity is important for parcels; Each type of mail requires its own standard procedures. But the key and mail counter is the central check-in area; here the guest receives mail when he takes the room key; This is also where the receptionist receives information about parcels or Treasury mail that are stored elsewhere.

Three main meanstherefore, they are interconnected and complementary when issuing keys, mail and providing other services to guests:

V alphabetical index of guestsit is reported whether a particular person is a hotel guest and the room number of this person;

on reception boardor room statusshows who occupies a specific number;

rack for keys and mailindicates whether the guest is in the hotel and whether there is mail for this person.

In many hotels, the reception desk or a separate part of it also serves as source of information for guests- about the hotel's amenities and services, about the locality, about transportation, etc. In other hotels, keys, mail and information for guests are provided by general services staff, and there are usually justifiable reasons for one or another method of organization. But who does what and who the guest can contact should be explained to the guest more in accordance with his needs and requirements than with the structure of the hotel organization, especially in larger hotels. Advertisements such as “Reception” and “Lobby Receptionist” have different meanings in different hotels and are not necessarily self-evident even for experienced hotel guests. Counters and sections of the hotel entrance hall with clear signage “Registration”, “Keys”, “Mail”, “Information”, “Guest Accounts”, etc. more informative for guests.

2.4 Unified Services

The second component of the accommodation function is the unified services, which form an integral part of the functions of the hotel entrance hall, they provide guests with many personal services.

Arrival and departure service -the most unified services. Meeting and greeting arriving guests, their luggage and parking cars are the first responsibilities from parking and guest entry into the hotel to the room. When leaving the hotel, guests, their luggage and the organization of departure are again the main responsibilities of hotel employees. In a hotel where a hundred guests leave in the morning, and then about the same number arrive in the afternoon and evening, the general services staff serves up to about two hundred people per day of work, carries several hundred pieces of luggage, parks several dozen cars and organizes the delivery of several dozen taxis. . Guests, their luggage and cars therefore play a big role in providing a unified service.

During a guest's stay, general services staff are often essential source of informationabout the hotel and the locality and the main organizer for guests of such events as visiting theaters, organizing excursions and tours, car rental and other services. The reception desk or information window in the reception lobby then becomes the hotel's information centers, helping guests get comfortable.

In some hotels, general services staff may provide other services for guests.Newspapers, as well as other small items, may be provided to guests by general services staff who may also carry messages, elevator attendants and cloakroom attendants. In many hotels, general services staff are employees who are on duty at night and, especially in smaller hotels, perform the full range of hotel services provided by other departments during the day: receiving and checking in late arrivals, providing light refreshments, operating the hotel switchboard, arrange early morning calls, as well as clean common areas and ensure hotel security.

The provision of uniform services varies greatly among hotels of different sizes, types and standards, and there is a tendency for their organization to be influenced by all these factors, as well as established procedures. As mentioned earlier, information may be obtained from guests at the reception desk, as part of unified services, or both. Cleanliness of common areas may be the responsibility of general services staff, the hotel's housekeeping department, or an outside contractor. What hotel services are available at night and by whom they are provided may also vary. These differences are logical because they reflect the specific needs of guests and the specific circumstances of each hotel, and these differences must be understood by staff and explained to guests when they affect them.

2.5 Hotel management

The main function of hotel housekeeping is room service.This may be the sole or primary responsibility of the hotel housekeeping department, but may include other areas of the hotel.

Typically, hotel guests spend at least some of their time chatting in their room. The design, layout, decor, furniture and decoration of hotel rooms are the fundamentals for customer satisfaction and this largely depends on the housekeeping department. Cleanliness and order, linen and room accessories and smooth functioning of the room are the main things the department focuses on. Housekeeping responsibilities may include other guest services such as early morning tea, guest laundry, babysitting, and other personal services. Basic housekeeping records consist of a list of new arrivals and departures and notifications received from the reception desk and a proprietary room status report, along with separate records of additional services provided by the department.

2.6 Hotel restaurants

Each hotel usually has one or more restaurants that serve food and snacks to its guests and, usually, to non-residents. The number and type of restaurants are determined by the size and variety of markets served by the hotel.

Having one general restaurant should satisfy the needs of most small hotels with limited markets of non-occupants. In such restaurants, therefore, there is a tendency to offer table d hote - a shared dining table or a combination of table d'hôte and la carte menus (portioned),food during lunches and dinners is served by a waiter, drinks are usually provided with food; As a rule, the atmosphere in the Republic is semi-official.

When the market is large enough, there is a need to differentiate, firstly, those who want a full meal (breakfast, dinner) and who have enough time for this, and those who want a light lunch (breakfast, dinner) and snacks and who are limited in time, and perhaps also in funds. This distinction can be made by combining table service and counter service in the same premises or in two different premises - a restaurant with an extensive menu that is open at certain times, and a café with a limited menu that is open almost all the time. These two establishments offer differentiated product selections for different people. This need can be satisfied by serving a limited selection of food items at the bar, which serves as a complement to the full range of food served in the restaurant.

Further differentiation may occur in a large hotel with several restaurants offering different menus, service and atmosphere. One or more specialty restaurants, including perhaps an ethnic restaurant, a business restaurant, a casual dining restaurant, and an entertainment restaurant, may constitute the complete range of food establishments in a hotel.

When there are several restaurants in a hotel, it is important to consider "K from the point of view of the client, as a holistic organism of the food service in the hotel, as well as from the point of view of the hotel. To the client they are presented as a set of services, among which he makes a choice in accordance with his desire and, possibly, with the circumstances in which it finds itself at the time.For a hotel, individual restaurants represent more or less differentiated products designed to meet the specific needs of customers and, therefore, they are complementary in the overall function of the hotel's food service.The range of customer choice and the differentiation of the hotel's products is expressed in the food, service, environment and atmosphere of each restaurant, their availability at a particular time and the prices in each of them.

2.7 Hotel rooms

In ch. 1 the hotel's accommodation function is described in relation to the reception desk, the unified services service and the housekeeping service. In practice, several typical organizational approaches to these services can be identified:

all three services operate as separate units with their own heads;

reception and uniform services are grouped together as a lobby service under the direction of an assistant manager for whom this is the sole or primary responsibility;

Reception and Uniform Services are grouped I together as an Entrance Lobby or Entrance Building Department with its own Chief, all three services are grouped together as a Rooms Department under the direction of an Assistant Manager for whom this is the sole or primary responsibility;

The first approach provides a direct line of responsibility and authority between each department head and the hotel manager and, therefore, close contact between the two Levels of management; however, this increases the Hotel Manager's span of control and requires him to coordinate the work of individual departments. Four other approaches have been developed to reduce the hotel manager's span of control to provide coordination of interrelated activities at an intermediate level, but they increase the number of levels through which management personnel must manage and reduce the amount of direct contact between the hotel manager and the units in question.

In connection with hotel rooms, several types of work were described that could be organized differently in larger hotels. In most hotels, advance reservations are an integral part of the front desk operation, and the same employees handle reservations and other duties. But advance reservations can be handled by another front desk employee or a separate department to allow employees to focus on front desk tasks rather than have their time and attention occupied by demands that distract from their main job. Sometimes all advance reservations are concentrated in the sales department, whose responsibilities include increasing the hotel's occupancy to maximum.

In smaller hotels, guest accounts are usually handled by the accountant/front desk clerk, but strictly speaking, guest accounts are an extension of the hotel's bookkeeping function. Therefore, where guest accounts are handled by accounts department employees and cashiers, they are usually accounting employees.

In some hotels, room service is provided by housekeeping staff, but room service is obviously part of the hotel's food and beverage function.

List of used literature

1) Krutik A. B. Economics and entrepreneurship in socio-cultural services and tourism. M.: Publishing center "Academy", 2007 - 224 p.

2)Zamedlina E.A., Kozyreva O.N. Economics of the industry: tourism: Textbook. - M.: INFRA-M, 2007. - 205 p.

)Berzhakov M.B. Introduction to tourism. St. Petersburg: Publishing trading house "Gerda", 2000 - 346 p.

Hotel industry. Accommodation services. Standard international classification of accommodation facilities. Key indicators of hotel activity and models of its organization. Food services

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

It is accepted in international practice Standard classification of tourist accommodation facilities, developed by WTO experts (Table 3.1). In Russia, based on the above classification, the State Standard “Accommodation Facilities” was developed, which came into force on January 1, 1999 (Appendix 23).

Collective accommodation means “any facility that regularly or occasionally provides tourists with overnight accommodation in a room or other premises, but the number of rooms it contains exceeds a certain minimum” determined by each country independently (for example, in Russia - 10 rooms, in Italy - 7 rooms). Moreover, all rooms in a given enterprise must be subject to a single management (even if it does not aim to make a profit), be grouped into classes and categories in accordance with the services provided and available equipment.

Collective tourist accommodation facilities include: hotels and similar accommodation facilities, specialized establishments and other accommodation enterprises.

Hotels have the following features:

· consist of numbers, the number of which exceeds a certain minimum, have a single management;

· provide a variety of hotel services, the list of which is not limited to daily making of beds, cleaning of rooms and bathrooms;

· grouped into classes and categories in accordance with the services provided, available equipment and country standards;

· targeted at their segment of travelers;

· can be independent or part of specialized associations (chains).

Table 3.1

Categories	Rank	Groups
1. Collective accommodation facilities for tourists	1.1. Hotels and similar accommodation facilities 1.2. Specialized establishments 1.3. Other collective institutions	1.1.1. Hotels 1.1.2. Similar establishments 1.2.1. Health facilities 1.2.2. Labor and recreation camps 1.2.3. Public means of transport 1.2.4. Congress centers 1.3.1. Dwellings intended for recreation 1.3.2. Camping 1.3.3. Others
2. Individual accommodation facilities for tourists	2.1. Individual accommodation facilities	2.1.1. Own dwellings 2.1.2. Rented rooms 2.1.3. Rented dwellings 2.1.4. Accommodation with relatives and friends (free) 2.1.5. Others

Similar establishments include boarding houses and rooming houses, tourist hostels and other accommodations that consist of rooms and provide limited hotel services, including daily bed making, room and bathroom cleaning.

Specialized enterprises, in addition to providing accommodation services, also perform any other specialized function, for example, organizing conferences, treatment, etc.

Enterprises of this type include health centers, labor and recreation camps, congress centers, etc. Other collective accommodation facilities provide limited hotel services, excluding daily bed making and cleaning of residential premises. They may not consist of rooms, but rather be units such as “dwellings,” “camping grounds,” or “collective sleeping quarters (dormitories).” All accommodation facilities are classified into separate groups. The Hotels and Similar Enterprises group includes hotels, apartment hotels, motels, roadside and beach hotels, live-in clubs, boarding houses, rooming houses, and tourist hostels.

The “Specialized Enterprises” group consists of sanatoriums, labor and recreation camps, accommodation in collective means of transport (trains, sea and river vessels and yachts), as well as congress centers.

The group "Other collective accommodation" includes complexes of houses and bungalows organized as holiday dwellings, enclosed sites for tents, caravans, caravans, marinas for small craft, as well as youth hostels, etc.

Individual accommodation facilities include your own homes - apartments, villas, mansions, cottages used by resident visitors (including timeshare apartments), rooms rented from individuals or agencies, premises provided free of charge by relatives and friends.

Classification as one or another accommodation facility is determined by the laws and regulations of each country. For example, in Italy, the “Basic Law for the Development and Improvement of Tourism” classifies the hotel industry as enterprises for receiving tourists - hotels, motels, rural tourist complexes and boarding houses, bases and recreation camps for youth, tourist villages, rural houses, houses and furnished apartments, houses rest, youth houses, alpine shelters. Accommodation businesses in Denmark include hotels, motels, campsites, tourist centers, guest houses, boarding schools, estates, etc.

The following regulatory documents defining accommodation services have been adopted and are in force in the Russian Federation:

Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation of April 25, 1997 No. 490 (Appendix 12);

GOST R 50645-94 “Tourist and excursion services. Hotel classification";

GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements";

GOST R 50690-2000 “Tourist services. General requirements";

All-Russian classifier of services to the population OK 002-93 (OKUN), as amended 5/99 OKUN, including section 060000 “Tourist services and accommodation services” (Appendix 22);

All-Russian Classifier of Sectors of the National Economy (OKONKh);

All-Russian classifier of types of economic activities, products and services (OKDP).

The above documents interpret the concepts of “accommodation facility” and “hotel” differently. In some official documents, the concept of “hotel” is interpreted as “a property complex (building, part of a building, equipment and other property) intended to provide services.”

GOST R 50645-94 “Tourist and excursion services. Classification of Hotels" gives the following definitions of some types of accommodation: "Hotel is an enterprise intended for temporary residence. Motel is a hotel located near a highway.”

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 different countries of 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.

However, in 1989 the WTO Secretariat developed Recommendations for interregional harmonization of hotel classification criteria based on standards adopted by regional commissions(Appendix 10). The recommendations define the minimum requirements for the building and rooms, the quality of hotel equipment and furniture, energy and water supply, heating, sanitation, security and communications, kitchen, hotel services and staff. A hotel of any category can be classified as a building with at least 10 rooms, which must have cold and hot water throughout the day. The highest category of the hotel is the “five stars” category. Accommodation facilities that do not meet the requirements for one-star hotels may be classified as non-category hotels. In most countries, pre-classification of a hotel is a prerequisite for obtaining a hotel license. It should be borne in mind that many hotel chains set their own requirements, which are usually higher than those of national standards.

To protect the professional interests of hotel industry workers, national hotel associations are formed in a number of countries (for example, the Russian Hotel Association - RGA), which, in turn, formed the International Hotel Association (IHA), which is the leading international organization of the hotel industry. An important contribution of the MGA to the development of international tourism was the adoption in 1981 of the International hotel rules, defining the principles of the relationship between the client and the hotel administration and which have not lost their relevance to this day (Appendix 8).

Legal entities and individuals operating in the field of providing hotel services and referred to as “hotels”, according to Russian legislation, are providers of the “tourist accommodation” service.

Hospitality establishments (including hotels, motels, campgrounds, hostels, etc.) vary in capacity - the number of places to stay and the number of rooms in them. According to the WTO definition, a hotel 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. In this case, the hotel category is determined by the number of stars, crowns, etc. assigned to the hotel, and the classification depends on the structure (segment) of visitors (tourists, businessmen, etc.). The category of the hotel must be confirmed by a certificate of conformity.

The category of the hotel where the tourist will be accommodated must be indicated on the TOUR-1 tourist voucher form (Appendix 16), and the type of accommodation is also indicated there: single room - one room (SGL); double room - DVM (DBL); triple room - TRP, etc.

The activities of accommodation enterprises are characterized by the following indicators: number of rooms (number of places), class (category), load factor, range of services and their cost, as well as balance sheet profit and profitability.

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.

It seems appropriate, based on world experience, to distinguish some types of hotels: high class, middle class, apart hotels and economy class hotels.

Urban high class hotel characterized by a large number of staff and a very high level of service. Typical hotel characteristics include: size (small to medium number of rooms), location in the city center, highly qualified staff, expensive furnishings, high-quality appliances and equipment. The hotel is managed by a management company. Consumers of hotel services are large businessmen, participants in conferences and symposiums, and individual tourists.

Another type of hotel - middle class hotels with a fairly wide range of services and a tariff at the level of average prices in the region.

Aparthotels- These are hotels with apartment-type rooms, equipped kitchens, a set of dishes, and household appliances. Such hotels are widely used in the vacation ownership system (timeshare).

Economy class hotel- This is a hotel with a limited range of services, located, as a rule, on the outskirts of the city, on transport routes that make it quite easy to reach the city center.

The price is 25-50% lower than the regional average for a well-equipped room; food - breakfast only; this type of hotel is intended for tourists with average incomes.

The following concepts are used in the Russian hotel industry:

hotel- a property complex (building, part of a building, equipment) in which food and accommodation are provided to any person;

place (bed)- an area containing a bed intended and suitable for the use of one person;

number- a room consisting of one or more places (single reservation element); The size and designation of the number are given in the tourist voucher.

Basic data and financial indicators of the Russian hotel industry for 1999. are given in table. 3.2 and 3.3.

Table 3.2

Table 3.3

According to the State Statistics Committee of the Russian Federation in 1997, Russia had 5,043 hotels, motels and hostels for visitors. Of these, there are 4,022 hotels (data provided by all subjects of the federation, with the exception of the Chechen Republic). Compared to 1996, the total number of hotels, motels, and hostels for visitors decreased by 251 units, including 128 hotels, which as a percentage of the 1996 level is 95 and 97%, respectively. The largest share of the reduction (91%) occurred in the hotel industry in rural areas and departmental property.

The number of hotel rooms at the end of the year was 202,033, the number of beds was 390,931, which is 3 and 4% lower than the 1996 level, respectively. For one average Russian hotel (including motels and hotel-type hostels - hereinafter hotels) there were 40 rooms with 78 beds. The living area of ​​one room averaged 18.1 m2, with 18.1 m2 in urban areas and 18.8 m2 in rural areas. In 1997, hotels leased out about 9% of the total usable space.

In Russia as a whole, 66% of hotels were located in urban areas and 34% in rural areas. Hotel enterprises located in cities and towns differ significantly in basic parameters from accommodation facilities in rural areas. For example, hotels in cities have an average of 55 rooms with 102 beds each, versus 10 rooms with 28 beds in rural areas.

The largest hotels in terms of room capacity were located in central cities. Moscow hotels had an average of 203 rooms with 359 beds each, in St. Petersburg - 203 rooms with 375 beds. According to the form of ownership, hotels with foreign participation have the largest number of rooms - an average of 143 rooms for 239 beds each. Municipal and private enterprises mainly have small hotel rooms. Municipal - approximately 36 rooms for 66 beds each, and private - 24 rooms for 53 beds.

In 1997, hotels in Russia registered 44,927.8 thousand overnight stays, including 42,899.1 thousand in urban areas and 2,028.7 thousand in rural areas, which is 10 and 7% lower than the 1996 level, respectively.

Overnight stays provided to foreign citizens account for about 16% of the total number of overnight stays, which is 25% lower than the 1996 level.

There are 3,351 hotels in the cities. They accounted for 88% of hotel beds, 95% of overnight stays provided, and 99% of all revenues. The occupancy factor of the hotel stock was 0.34 (1996 - 0.37), while the occupancy factor of Moscow hotels was 0.54 (1996 - 0.60). Profit of city hotel facilities - 1236165.5 million rubles.

In rural areas - 1692 hotels. They account for 12% of hotel beds, 5% of overnight stays provided, less than 1% of total revenue, and 2% of total expenses. The hotel occupancy factor was 0.12 (1996 - 0.13).

The division of the hotel industry according to the form of ownership is very important and relevant. In 1997, in the Russian Federation there were: municipal hotels - 1551, or 31% of the total number of hotels; private - 1420, or 28%; hotels that were in mixed ownership (without foreign participation) - 1232, or 2%; departmental hotels - 818, or 16%; hotels owned by public organizations - 84, or 2%; hotels that were Russian owned with foreign participation - 74, or 1%.

Hotels with foreign participation stand out sharply in terms of revenue and expenditure. As a percentage of the all-Russian level, this is 29 and 24%, respectively. Moreover, their profitability differs depending on their location. 21 hotels (joint ventures) are located in the Central region (20 in Moscow), 12 in the Far East, 11 in the North-West (7 in St. Petersburg), 9 in the North, 7 in the North Caucasus, 4 - in the East Siberian, 3 - in the Volga, Ural and West Siberian regions and 1 - in the Volga-Vyatka regions.

It should be noted that since 1992 in Russia there has been a reduction in the number of hotels and room capacity. Of particular concern is the emerging trend towards unprofitability of the hotel industry in most regions of the country.

In 2000, the total number of hotel enterprises was 4182 with a one-time capacity of 346.1 thousand beds. Of these (by form of ownership), 1830 hotels are state, municipal and public hotels, 843 private hotels, 608 - mixed Russian, 98 - joint Russian-foreign and 8 - foreign (total 3387 hotels). Of the total number of hotels, 81.2% are non-category hotels. The structure of categorized hotels is dominated (87%) by hotels of the 1-3 star category. The vast majority of 4-5 star hotels are located in Moscow and St. Petersburg. Typically, most visitors stayed in hotels for 1-3 days. The purposes of travel are mainly business (about 66% of Russian citizens and 51.3% of non-CIS citizens), as well as leisure and recreation (18% of Russian citizens and 44% of non-CIS citizens). Russian hotels are characterized by a very low role of catering services in generating income (15% compared to 73% from room sales). There are about 60 small hotels in Moscow with a total room stock of about 1000 rooms.

The development of the recreational network has always been closely related to the political and economic situation. The fundamental changes that have taken place in recent years in these areas have most directly affected the current state and future development of the hotel industry in Russia.

Organized recreation is increasingly becoming available only to the wealthy part of the population, which prefers abroad. For the majority of people, it is becoming more and more inaccessible.

A significant role in reducing demand is played by the ever-increasing cost of hotel services (accommodation, meals), as well as the rise in the cost of transport. The latter had a strong impact on the volume and distance of trips - the flow of sightseers was sharply reduced, long-distance trips stopped. One of the main conditions for the rise of the hotel industry is the revival of domestic tourism.

Western experts who study the state of the hotel industry in Russia note an insufficient number of hotels that meet international standards, poorly trained staff, outdated infrastructure and difficulties with means of communication.

IN hotel management It is customary to distinguish between reception and accommodation services, maid service and technical service, as well as public areas, marketing and catering services. Recently, great importance has been attached to the security service.

In the organizational structure of hotel management in the global hotel industry since the 50s. Two main models of organizing the hotel business have been established.

The first model, the Ritz model, is associated with the name of the Swiss entrepreneur Caesar Ritz. Many prestigious hotels in the world bear his name. The main focus of these hotels was on the European traditions of sophistication and aristocracy (for example, the Palace Hotel in Moscow). Currently, this model is experiencing a crisis: over the past 25 years, more than 2 million palace-style hotel rooms have left the global hotel market.

The second model of organization is associated with the name of the American entrepreneur Kemons Wilson (chain of hotels "Holiday Inn"). This model relies on greater flexibility in meeting the needs of the client (regardless of what country the hotel is located in), combined with maintaining fairly high standards of service. Considerable attention is paid to the interior of the hotel, starting from the lobby. The main requirements of a hotel chain organized according to this model are as follows:

· unity of style (architecture, interior);

· unity of designations and external information;

· spacious and functional hall;

· speed of customer registration;

· rooms provided for regular customers;

· buffet breakfast;

· availability of a conference hall;

· flexible tariff system;

· unified management, marketing and communications service.

More than 50% of hotel rooms in the world are under the control of hotel chains built according to the second model. Such chains are, in essence, financial and economic empires controlled by one owner - the parent holding company. There is a third model of organization - the so-called “voluntary” hotel chains (such as “Best Western”, “Romantic Hotels”, etc.). In this case, hotels are united under a single brand according to some homogeneous characteristics that meet certain standards and sets of services, regardless of the country of location. Hotels - members of the chain pay contributions to a single fund, which is spent on combined advertising and marketing activities, product promotion, etc. At the same time, their financial, economic and managerial independence is fully preserved. In fact, these chains represent something like an association of hotels united by a single agreement.

It is also possible to combine the second model with the third. An example of this is the Accor hotel chain. When joining a chain, a hotel does not necessarily have to become its property. In this case, according to the agreement concluded by large hotel chains (franchisors) and independent hotels joining the chain, the latter are given the right to use for commercial purposes the chain's brand name, technical and commercial information, reservation information systems, technical assistance, staff training and other opportunities located from the franchisor. The franchisee company pays compensation stipulated in the contract for this. The system of franchise agreements has become widespread throughout the world.

Statistics show that chain hotels have 60% higher average income and 8% higher occupancy rates than independent businesses. In Article 1027 of the Civil Code of the Russian Federation, a franchise agreement is called a “Commercial Concession Agreement”. Under the agreement, the user is given the right to borrow the company name, commercial information, and trademark of the copyright holder for a certain fee (one-time or periodic).

Western Europe remains a stronghold of the Ritz model. At the beginning of 1995, 50 chains operating in Europe united 3,400 hotels with 410,000 rooms. However, in Europe, traditional hotels continue to predominate, which are ready to create voluntary chains rather than join large hotel empires. In table Table 3.4 shows the top ten hotel chains in the global hotel industry, classified by number of rooms.

Table 3.4

Name of the parent holding (division)	Country of location of headquarters	Number of rooms
Hospilaliti Franchise Sister Blanstone Part.	USA
Holiday Inn World wide	England	386 323
Best Western International	USA	295 305
Accor	France	279 145
Choice Hotel International	USA	271 812
Marriott International	USA	251 425
ITT Sheraton Corp.	USA	130 528
Promus Corp.	USA	105 930
Hilton Hold Corp.	USA
Carlson Hospitality World wide	USA	91 177

In table Table 3.5 shows some international hotel chains that have their hotels in Russia.

According to the International Hotel Association, global hotel industry revenues in 1994 amounted to $247 billion. There are approximately 307,683 hotels in the world (with 11,333,199 rooms), the largest concentration of which is in Europe and North America (70%). There is approximately one employee for every hotel room (11.2 million people in total). More than 4 million employees work in the US hotel industry. The average occupancy of rooms in hotels around the world was 67.7%, the average income was $84.4. The decisive factors in determining hotel income are the occupancy level and the tariff cost of one day of accommodation.

It costs between $15,000 and $300,000 to build and maintain one hotel room.

The leading hotel markets of the world are presented in Fig. 3.1 (based on TTG World Hotel Report).

The capacity of hotels in 10 European countries is given in table. 3.6.

The development of the world hotel industry is proceeding along the line of increase and specialization of hotel enterprises. We offer traditional hotels with a wide range of services, hotels with a reduced range of services, specialized hotels (congress centers, resort hotels, apartment hotels, golf hotels, etc.).

Table 3.5

Group	Hotel/city	Number of rooms	Year of opening/reconstruction
Holiday Inn	Vinogradovo, Moscow
Radisson SAS	"Slavyanskaya", Moscow
	"Lazurnaya", Sochi
	"Royal", St. Petersburg
Kempinski	"Balchug", Moscow
	Grand Hotel Europe, St. Petersburg
Marriott	"Royal", Moscow
	Grand Hotel, Moscow
Renaissance	"Renaissance", Moscow		1991/2001
Sheraton	Palace Hotel, Moscow		1993/2000
	Nevsky Palace, St. Petersburg
Le Meridien	"National", Moscow		1898/1998
	Moscow Country Club, Moscow		1995/1998
Best Western	Argotel, Moscow	85.
	Beresta Palace Hotel, V. Novgorod
	Neptun Hotel, St. Petersburg		1991/2000

Typically, the hotel publishes a “Hotel Mission Statement”, which reveals the main directions of work with clients, defines the client market segment and financial policy.

Segments of the tourist market of hotel visitors are presented in Figure 3.2. In this case, a market segment is understood as a homogeneous set of consumers who react equally to the consumer properties of the services offered by the hotel.

Individual retail customers are divided into so-called street customers (independent tourists) and regular customers, self-bookers, as well as specialized customers (usually skiers, golfers, event participants, etc.).

Corporate clients, or corporants, are government officials, representatives of large corporations and business circles.

Both large tour operators and small travel agencies have their own retail and corporate clients who book hotel services through them.

Rice. 3.1. Leading hotel markets in the world

Table 3.6

A country	Number of rooms	Number of beds
Italy	895,9	943,6		1724,1
Germany	650,6	818,6	1301,2	1490,9
France	487,7	596,7	975,3	1193,3
Spain	457,9	585,7	843,3	1132,6
Great Britain	390,2	439,8	780,5	879,7
Austria	323,4	309,7	653,8	646,1
Greece	184,6	283,4	348,2	535,8
Russia	-	221,3	-	440,1
Switzerland	151,4	143,5	275,4	265,0
Türkiye	37,8	134,5	75,1	276,3

Rice. 3.2. Segments of the tourist market of hotel visitors

In Fig. 3.3 is a diagram of the marketing services and financial policy of the hotel.

The main conditions for marketing are taking into account local conditions, defining a sales and service policy, developing a revenue management strategy, a system for continuous improvement of service, and developing a pricing policy.

The WTO recommendations for keeping statistics in a hotel are presented in fig. 3.4. Three main indicators should be distinguished: demand, supply and performance. The “demand” indicator includes an assessment of the market, prospects for its growth and structure, the “supply” indicator includes the number of hotels and hotel rooms, the prospects for their growth; The bottom line indicator includes the hotel's occupancy rate and gross profit margin.

Rice. 3.3. Scheme of marketing services and financial policy of the hotel

Rice. 3.4. Statistics in the hotel industry

Recently, non-commercial accommodation - living with relatives, friends and acquaintances - has become widespread in the world. Temporary accommodation on a non-profit basis is practiced in a number of countries by youth organizations and educational institutions during the holidays, which provides young people with the opportunity to visit various regions of the world at minimal cost.

There are many forms of room reservations in the hotel industry, including:

· “direct” booking with guaranteed and non-guaranteed booking;

· booking on contractual terms.

“Direct” booking primarily refers to bookings without intermediaries, made according to hotel price lists published annually. These are "reference prices" provided to individual retail customers at the counter (called "counter rates" rack- rate), which may include breakfast (European or buffet) and other services in the room rate.

To attract a larger number of consumers from various segments, any hotel strives to develop a flexible pricing policy, its own system of benefits and discounts, including: seasonal, group, for children, weekends, for regular customers, discount cards, etc. Discounts from the "rate at the rack" can reach 30 - 40%. The cost of hotel services is also differentiated due to:

· with citizenship of guests (separate prices for foreigners and citizens of Russia);

weekends and working days;

· tourist season;

· events taking place at the place of stay (Christmas, New Year, festivals, fairs, etc.).

Contract hotel reservations are associated with technological concepts such as on-demand sales ( on reguest) and free sale ( free sale). These and other concepts of contractual relations are given in a brief dictionary of basic professional terms, concepts and definitions used in tourism, on p. 388.

Classification of accommodation facilities, hotel services and tariffs, as well as other necessary information are provided in the catalogs of travel agencies, hotels and hotel chains. The most well-known include the catalogs “Best Western”, AAA Tour, Book, UTS, Dest Eastesn Hotels, BAG “Intourist”, corporations “Inna Tour”, “Academservice”, etc. Various types of discounts are given in the so-called confidential catalogs intended for counterparties. An informational reference guide for the best hotels in Russia, the CIS and Baltic countries is the “Best Eastern Hotels” catalog (2000). About 300 hotels are presented in the catalog with color photographs, brief annotations, reservation codes in the reservation systems Amodeus, Galileo, Saber, Worldspan, Sirena, as well as an Internet address. Together with the “Pricing Supplement for Accommodation and Other Related Services” published with the catalogue, the publication is a good practical guide for hotel and travel agency professionals.

The services provided to tourists and travelers on a tour often include meals. There are three main forms of service: food paid by the tourist; meals not included in the price of the tour package and provided for an additional fee, self-service.

Paid meals means that all food costs are included in the price of the hotel room or tour. This can be breakfast only (continental or full board), breakfast and dinner (half board) or three meals a day (full board).

Sometimes drinks are included in the price of meals. If meals are not included in the tour price, then you must pay extra for it at the place of stay.

Self-service means that tourists either prepare their own food (most often in holiday ownership systems) or eat in restaurants, cafes and other food establishments as ordinary visitors.

All-Russian Classifier of Types of Economic Activities, Products and Services (OKDP) classifies catering services as services of restaurants, bars, cafes, snack bars, buffets and canteens. The classifier also provides for independent cooking by tourists and vacationers in boarding houses.

In Russia, the “Rules for the provision of public catering services” are applied, approved by Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 (Appendix 13).

The highest priority in the field of food is given to fast and accurate service to tourists. The menu at the place of stay should be clear to all tourists in the group, and prices are indicated in the country’s currency. The food must correspond to the money spent on it and not harm the health of tourists. Dissatisfaction with food due to poor organization, insufficient quality of food preparation or poor service can spoil the entire impression of the trip and damage the reputation of travel agents and tour operators. Among food enterprises, there are also chains and groups of enterprises operating on a franchise basis.

On the form of the TOUR-1 tourist voucher, the type of meals is indicated: P(HB) - full board (breakfast, lunch and dinner), PP(HB) - half board (breakfast and lunch, breakfast and dinner), 3(BB) - breakfast only ( Appendix 16).

Buffets and buffets presuppose the right of the tourist to choose any dish and in any quantity from those displayed in the hall.

Table d'hote is a form of service by a waiter on a single sheet with a limited number of dishes. The “A la carte” form is the client’s free choice of dishes according to the menu offered by the restaurant (for individuals or small groups). In connection with the development of the club form of service, tourists are given the opportunity to combine all forms of food service on vacation, often 24 hours a day.

CONTROL QUESTIONS

1. Define the concept of “accommodation facility”.

3. What is a hotel?

You know?

5. Name the regulatory documents that define services in Russia

placement.

6. What symbols indicate the category of a hotel?

7. What indicators characterize the activities of enterprises

placements:

but in Russia;

b) in the world?

8. Name the main services of the hotel.

9. What is a hotel chain?

10. Define the two main models of hotel organization

affairs in the world.

11. Name the three main forms of tourist services

nutrition.

12. What forms of food are indicated in the tourist package?

13. Name the food establishments listed in the OKDP.

14. What is self-care in nutrition?

The hotel industry is one of the most dynamically developing areas. Being an essential part of tourism, this area annually brings several hundred million dollars into the state treasury.

Origins in Russia

The hotel industry in Russia dates back to the 13th century, when the first inns began to appear, i.e., after the establishment of the Tatar-Mongol yoke in Rus'. It was the inns that became the prototype of modern hotels. The Tatar-Mongols called these unique stations “pits” from the word “yam”. The Yam stations served for the rapid transmission of urgent messages and mail, and were also a temporary shelter for officials and senior executives who traveled on the affairs of the Mongol state.

These innovations on the territory of Rus' turned out to be very useful and immediately took root, since the population density in some regions is so low that housing could sometimes be found after a few days of travel. The “pits” were organized at a distance of one horse path. There it was possible to rest, change clothes and feed the horses. In the 15th century, such road stations became common throughout Rus' and served not only as a shelter for travelers. Various trade transactions were also carried out under the roof of the inns.

Hotels of pre-revolutionary Russia

The history of the hotel industry continued in the 17th and 18th centuries, when the first roads began to appear. One of the main directions was the road from Moscow to St. Petersburg, the capital of the Russian state at that time. The first buildings on this road were travel palaces located at a distance of a day's journey. This made it possible to deliver urgent messages within two days. This was the work of one hundred and twenty couriers, who served as a kind of postmen.

Among the surviving historical documents there is no mention of the development of the hotel industry in our modern understanding, since travelers did not feel the need to stay in one place for a long time. The only important thing was to provide food and rest for the horses.

When Tsar Peter the Great decided to build a city on swamps, a decree was issued according to which stone houses had to have a strictly defined look. After the death of the Tsar, the construction and improvement of St. Petersburg stopped.

It resumed only with the coming to power of Queen Elizabeth. It was from that time that the active improvement of the city began, not only residents of other cities, but also foreigners began to come here in large numbers. The demand for housing increased. Houses were built for the sale of apartments and for rent, as well as inns and taverns.

The Evropeyskaya Hotel, located on Nevsky Prospekt in the very center of the city, has survived to this day. It was built in 1875 and at first it was a two-story building, on the ground floor of which there was a dining and common area. On the second floor there were separate rooms in which guests could live. There were also small separate rooms for servants. In the history of the hotel industry there are taverns with the names "Yellow" and "Red Zucchini".

Hotels of revolutionary Russia

One of the famous hotels located on Nevsky Prospekt was the San Remo. These were furnished rooms that left their mark on history. In one of the rented rooms lived a man who participated in the assassination attempt on Tsar Alexander II. It so happened that the hostess of the rooms liked the newly arrived guest, and by coincidence she got him a job in one of the secret services of St. Petersburg, the Third Department.

In 1905, V.I. Lenin lived in these apartments for some time together with N.I. Krupskaya.

Another famous hotel that has turned into a tourist attraction is Oktyabrskaya. At first there was an entertainment area, which was closed after orders from management. One of the hotel owners was the terrorist Karakozov, who shot the Tsar near the Summer Garden. After some time, a large cache of explosives was discovered in one of the rooms.

Among the rare guests were Chekhov, who sometimes came to St. Petersburg, and the artist Surikov.

Hotel business in modern Russia

The modern hotel industry in Russia is reaching the global level. Now this is one of the most dynamically developing industries, which consistently brings a lot of money to the state budget. The development of the hotel industry in Russia is associated with an increase in the number of hotels and inns of various kinds. The overall tourist flow is increasing. Despite its rapid development, the Russian hospitality industry is not nearly as developed as, say, in Europe or the USA. This is due to the stagnation during the Soviet period, when activities were strictly regulated and were under the jurisdiction of the state. Since the collapse of the Soviet Union, the industry has had to rebuild domestic policies and learn international business rules that have long governed the rest of the world. Managers in the hotel industry have mastered the science of management in a short period of time and brought their business to a level worthy of competition.

However, international hotel chains are actively entering this area; many are buying out already operating establishments, thereby eliminating competitors. Domestic hotels give in because they do not have sufficient knowledge and experience in this complex matter.

Currently, domestic business is experiencing an extreme shortage of highly qualified specialists. In Russia, there is no high-quality staff training from scratch. It is the work of unqualified specialists that most often leads to losses in the field of customer service.

Now the Russian hotel industry can offer places to stay for every taste, but there is an acute shortage of two and three star hotels in the system. This reduces the possible flow of tourists with limited financial resources.

In Europe

The development of the hotel industry in Europe followed a slightly different scenario. The first establishments providing accommodation services date back to the 5th century BC. Hotels provided travelers with short rest and horse care services, which was a priority for the population.

In the Middle Ages, they were located not only in the city, but also outside the city, but were designed mainly for people who drank alcohol. By the mid-15th century, taverns were considered gathering places for bandits and the dregs of society.

During the late Middle Ages, religious institutions began to provide accommodation services.

A big breakthrough in the development of the hotel industry in Europe occurred thanks to the introduction of modern technologies. Now people wanted to enjoy the benefits of civilization, such as, for example, a telephone. Only large enterprises could afford to establish a telephone connection, and hotels were one of them.

Global hotel industry

The global hotel industry is currently booming. There are more than 400 thousand different hotels in the world, offering guests more than 14 million rooms of varying degrees of comfort.

The trend in the hotel industry is to expand the segment. The greater the flow of tourists in a certain area, the more hotels open.

The hotel business industry at the global level is forming some new rules that should bring hotels to a new level of service. Much attention is paid to safety. Hotels are trying to protect themselves from the terrorist threat, so screening of guests will be intensified. Hotel staff will promptly ask you to undergo several checks as correctly as possible.

In the hotel industry, a new type of manager is rapidly emerging, one that resolves issues related to employment, safety, and cash flow as quickly as possible. The new type of personnel must adapt to the rapidly occurring changes in the world, as this directly affects changes in the tourism industry.

Features of the hotel business

Each service industry has its own explicit and unspoken rules that must be followed to ensure the stable operation of a company or organization. Managers must have knowledge in many areas to properly manage their business. When providing hotel services, several important factors must be taken into account:

1. Non-simultaneity. This factor is integral in the provision of services. This is especially true for food at the hotel. Most often, dishes are not prepared at the designated time for breakfast, lunch or dinner. If a guest arrives at the hotel at night, then it goes without saying that he may need to order some kind of dish. And the hotel must provide this service to the guest.
2. Providing urgent services. When choosing a place of residence, we pay great attention to the efficiency of resolving issues and problems that may arise during our stay at the hotel. Personnel are required to promptly resolve any problems that arise. Sometimes even in a matter of minutes. This adds several points to the hotel.
3. Personnel activity. Unlike industrial production, where the automatic execution of certain actions is established, hotel activities require the direct and minute-to-minute presence of staff, living people who can resolve any issue that arises immediately and in the shortest possible way. However, there is one problem. Unlike machines, which perform their actions equally well or poorly, a group of people cannot work as a single organism. That is why the hotel industry has adopted certain standards that help maintain the required level of guest service.
4. Seasonal demand. It is at this point that the main activity of any hotel is built. Depending on the season, management sets prices for accommodation. More than half of people prefer to travel and relax in the summer months. In winter, the main burden falls on business people traveling on business matters. This contingent of guests checks into hotels mainly in the middle of the week. This also has an impact on pricing.

Another important feature is the speed of service. For example, the speed of registration and check-in to a room. In standard hotel complexes in Russia, guest registration takes from ten to fifteen minutes. At the same time, the largest European hotel chains check in and check in their clients within a minute. Experts in the tourism industry strongly recommend introducing new technologies that will significantly facilitate and speed up the work of staff.

Services in the hotel industry

All hotels, regardless of popularity, have their own hotel facilities. Hotel services include a whole range of different services, which, in turn, can be divided into primary and secondary, auxiliary.

Even a child can list the basic list of services. This includes quick registration, assistance with check-in, provision of food at any time of the day, as well as the availability of necessary things in the purchased rooms.

Additional services not only on a global scale, but also in the hotel industry in Russia include:

• transfer is a service that large chain hotels provide free of charge; hotels of a lower rank may charge a fee for meeting guests at the airport or train station;
• food delivery to the room; some hotels automatically include this option in the total payment for the stay;
• dry cleaning;
• if the client arrives with his own car, you can order a car wash service and delivery of the car at a set time;
• calling a taxi.

Also, additional free services necessarily include calling an ambulance and using the hotel first aid kit, delivering and sending urgent letters and personal correspondence personally to the guest. Many guests, especially those who need to get up early, ask the hotel staff for a wake-up call. This service should also be included in the general list of services.

Service cannot be complete without meeting the special wishes of the guest. The staff working in the hotel must have maximum communication skills in order to resolve the issue. This is a feature of the hotel industry. The main rule that service staff are taught is to fully concentrate on the guest as an individual. They are required to offer him a full package of services that can be used to resolve all pressing issues. This is called professional competence.

Service staff

Most jobs in the hospitality industry do not require the specialized education or skills required to work in the hospitality industry. We are talking about the category of people who, day after day, keep order in common rooms and rooms. This is the main percentage of a large hotel team.

Leadership positions and managerial positions, whose work is directly related to communication, must, of course, have an appropriate education, preferably in the field of psychology and management, as well as be resistant to stressful situations, polite and friendly. The day-to-day operation of a hotel complex itself requires workers to have negotiation skills. This has a great impact on the overall appearance and “face” of the hotel, which positions itself as a vacation spot. It is often necessary to find out the true needs of the guest, but this must be done carefully, loyally and unobtrusively, since people checking into a hotel can be very scrupulous. It is necessary to completely exclude the possibility of accidentally offending or hurting the client or his loved ones.

The responsibilities of service personnel are clearly stated in the hotel charter or in the employment contract. Before signing documents and becoming a full member of the hotel staff, you must carefully read the documents provided and make sure that you have all the capabilities to comply with them. This opens up additional prospects in the hotel industry. They will allow you to work in this area for as long as you like.

Trends and development

Experts say that the hotel industry of any country brings the majority of revenue to the treasury. The industry has impressive potential. In recent years, there has been a tendency to combine the hotel and entertainment sectors. This facilitates the influx and service of persons who are associated, for example, with the gambling industry.

They also pay great attention to the development of service and entertainment. Increasingly, hotels are being built when large entertainment shopping centers are being built. And vice versa. Large chain hotels in resort countries are trying to offer their guests something more than just a comfortable stay. Particular attention is paid to children, who can be left in the entertainment center at the hotel and go to solve work issues.

Experts see enormous potential in Russian hotel industry enterprises and call on the government and investors to provide all possible assistance and invest money in this area. Then, analysts say, the level of service for travelers will rise several times, and this will bring popularity and, accordingly, new super-profits.

Introduction ........................................................................................................ 3

History of the development of the hotel industry in Russia.................................... 5

Current trends in the development of the hotel industry in Russia....... 10

The main problems of the Russian hotel industry.................................... 13

Conclusion ................................................................................................. 17

Bibliography .......................................................... 19

Introduction

The hotel industry is the essence of the hospitality system. It comes from the most ancient traditions in the history of mankind - respect for the guest, the celebration of his reception and service. It organically and naturally connects restaurants, cafes, transport and excursions into a single chain of tourist and excursion services.

Today, the hotel industry as a type of economic activity includes the provision of services and the organization of short-term accommodation in hotels, motels, campsites and other accommodation facilities for a fee and represents a powerful economic system for a region or tourist center. To attract a flow of tourists to the country, it is necessary to develop advertising, organize a leisure industry, and ensure a stable situation in the country.

Over the past ten years, Russia has seen rapid development of the hotel business. International hoteliers are coming to large cities, the number of small private hotels is growing, and old Soviet hotels are being reconstructed. True, quantitative growth is not always accompanied by a simultaneous increase in the quality of service and level of service. The hotel industry is the most dynamically developing branch of the service sector, bringing multimillion-dollar profits across the national economies of many countries - the hotel business. As part of the tourism business, the hotel business carries enormous development potential for the Russian market. It is a system-forming industry that creates a complex set of financial and economic relations between economic entities of various directions.

The development of tourism and long-term plans for the development of hospitality infrastructure have created the prerequisites in modern Russia for the intensive development of the hotel industry, but at the same time there are a number of problems that need to be solved.

History of the development of the hotel industry in Russia

The Russian hotel industry developed in the context of a pan-European process and basically repeated the stages of the formation of European hotels.

The development of hospitality enterprises in Russia is associated with the development of tourism. The construction of large and small hotels is taking place on sea coasts, in picturesque places, and in cultural centers. Their technical equipment is gradually being improved, comfortable conditions are created for guests, and the forms and methods of service are changing.

Tourism and the hotel base, which is growing every year, have turned into a “service industry”, which, in combination with the “entertainment industry”, has become a source of large incomes and profits. The modern “hospitality industry” includes hotels, restaurants, bars, resorts, gambling houses, casinos, and health resorts.

Thus, in Russia, the growth of the material and technical hotel base in the country was determined by the following factors: the development of existing cities and the emergence of new ones; growth of industry, science, culture and art: increasing the material well-being of people. This created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers.

In Russia, the hotel business began to develop in the 12th-13th centuries. with the advent of inns. Then they were called pits, were used for resting messengers and changing horses, and were located at a distance of a horse ride. At the same time, the first rules in hotel service began to take shape. They were called "Skroy".

By the 15th century inns joined postal stations; in essence, they can be called prototypes of motels. In large Russian cities, gostiny dvors appeared, which differed from inns in that here travelers received the opportunity not only for accommodation and meals, but also for carrying out commercial transactions, i.e. Gostiny dvors combined furnished rooms, shopping arcades, shops, and warehouses. As a rule, all this was surrounded by walls and towers with entrance gates.

In the 19th century, coffee and tea became fashionable in Russia. The first French restaurants and coffee shops appeared. In 1882, the first teahouse opened in St. Petersburg.

At the end of the 19th - beginning of the 20th centuries. There is active construction of hotel enterprises. Among them are luxury hotels designed to satisfy the demands of millionaires and nobility. These are “Metropol” and “National” in Moscow, “Europe” in St. Petersburg. In 1910, there were 4,685 hotels in Russia, not counting inns and taverns with rooms.

After the October Revolution, by decree of the Soviet government, all hotels were nationalized, and the hotel industry underwent a radical restructuring.

By 1940, hotels had been built in 669 cities. During the Great Patriotic War, enormous damage was caused to the entire national economy, including the hotel industry. In the post-war years, extensive work began on the reconstruction and construction of new hotels. Already by 1960, service was provided in 1,476 hotels in the Soviet Union. The further development of the hotel industry is predetermined by urbanization, industrial growth, and an increase in the material well-being of people.

In 1980, on the eve of the Moscow Olympics, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700 thousand beds. Many large, comfortable hotels were built.

Unfortunately, in the 1990s, due to the economic and political situation in the country, there was a significant decline in demand for hotel services. The number of hotel enterprises decreased, and most of the country hotels went bankrupt. The largest hotels in terms of room capacity are located in Moscow and St. Petersburg.

Since the beginning of the 90s, the hotel industry has been characterized by an intensification of mergers and acquisitions. There is a rapid growth of hotel corporations, an increase in concluded franchising agreements, and the consolidation of independent hotels into consortia. This is primarily due to the use of standard forms of labor organization by hotel chains and cost savings due to the scale of activities in such areas as brand promotion, procurement of necessary resources and professional development of personnel.

The market for hotel services provided at the level of Western standards in Russia began to take shape in 1993. Table. 1. reflects the collected main indicators of hotel enterprises in the Russian Federation in the period from 1993 to 2005.

Table 1. Hotel base in Russia

From Table 1. it can be seen that the number of hotel enterprises over the 12 years shown was constantly decreasing, which entailed a decrease in the number of rooms.

The decline in demand for Russian hotels observed before 2005 was due to the constantly increasing cost of services (accommodation, food), as well as rising costs of transport, as a result of which the flow of tourists and excursionists sharply decreased. Since 2006, the number of hotel enterprises has been gradually increasing, and it should be noted that it is growing only due to tourists from foreign countries and the CIS countries, and the flow of Russian citizens to domestic hotels is decreasing.

Thus, we can identify a number of main problems faced by the Russian hotel industry in the period from 1993 to 2005:

The stand-alone hotels had low occupancy rates, they offered unattractive rooms, the scale of their operations was extremely low, and there was a lack of qualified staff.

Falling demand, high cost of capital, underdeveloped tourist facilities, high cost of construction work, bureaucracy and corruption in the distribution of land plots were the main external obstacles to the development of hotels.

A significant part of the hotels were owned by municipalities, which could not meet the hotels' needs for investment resources.

Among the problems faced by the Russian hotel industry in the period from 1993 to 2005, one can name the lack of a service quality management system, an insufficiently developed mechanism for investing in the hotel industry and the limited presence of global chains on the Russian market, etc.

It should be noted that the market model of the economy requires the development of fundamentally new approaches to the formation of an organizational and economic mechanism for the development of the hotel industry in Russia.

A study of the history of the development of the hotel industry in Russia found that this process is very complex and requires a serious restructuring of economic and social relations not only in hotels, but also in the tourism sector in general. This requires an in-depth analysis of the current state of the Russian hotel industry, a forecast of future states and the development of development models.

WITH Current trends in the development of the hotel industry in Russia

Interest in hotel construction in Russia began about five years ago and continues to grow. It is reinforced by the persistent shortage of supply of hotel services in almost all price categories with stable demand. In addition, the hotel business allows you to flexibly vary rates not only within a month or week, but also on a daily basis. Lease agreements for office or retail space are long-term and do not provide for the possibility of renegotiating conditions during the lease term. In the context of constantly changing market dynamics, this circumstance can be a decisive argument in favor of building a hotel enterprise.

Nowadays, the hotel industry is a highly competitive industry. Increasingly, we are witnessing how a new restaurant or hotel is opened, with the goal of satisfying the needs of certain consumer groups as fully as possible.

Enterprises are created, and after a while some of them cannot withstand the competition and go out of business. In the hotel industry, the word “service” means a system of measures that ensure a high level of comfort and satisfy a wide variety of everyday, economic and cultural needs of guests. And every year these requests and requirements for services increase. And the higher the culture and quality of guest services, the higher the image of the hotel, the more attractive it is for clients and, no less important today, the more successful the hotel’s material prosperity.

An important responsibility for hotels is to create a reputation for high quality service. High quality of guest service is ensured by the collective efforts of employees of all hotel services, constant and effective control by the administration, work to improve forms and methods of service, study and implementation of best practices, new equipment and technology, expanding the range and improving the quality of services provided.

In today's competitive environment, hospitality businesses can no longer rely on traditional, ineffective, conservative forms of production culture if they are to survive.

The hospitality industry has historically formed and grown from the accommodation sector, represented by various types of hotel enterprises. In the classical sense, a hotel is a house with furnished rooms for visitors. In modern conditions, a hotel is an enterprise designed to provide hotel services to citizens, as well as individual tourists and organized groups.

A modern hotel enterprise provides consumers not only with accommodation and food services, but also with a wide range of transport, communications, entertainment, excursion services, medical, sports services, beauty salon services, etc. In fact, hotel enterprises in the structure of the tourism and hospitality industry perform key functions, as they form and offer consumers a comprehensive hotel product, in the formation and promotion of which all sectors and elements of the tourism and hospitality industry take part. Based on this, it is legitimate to single out the hotel industry or hotel business as the largest complex component of the tourism and hospitality industry and consider it independently, largely identifying it with the single tourism and hospitality industry.

So, a hotel is a property complex (building, part of a building, equipment and other property) intended to provide accommodation services. Having been defined as a collective accommodation facility, a hotel combines a number of rooms (guest rooms), ranging from the required legally established level (in Russia it is 10 rooms) and up to a number depending on the type and objectives of a particular enterprise. All rooms are subject to a single management and are grouped into classes and categories in accordance with the services provided and the equipment available.

The organizational structure of an accommodation facility in its canonical understanding consists of a complex of departments (services, departments), which can be conditionally divided into two groups. The first function of the services is direct contact with guests and their prompt service. In English, this group is aptly called "front-office". If you mentally follow the arrival of a guest, you can get an idea of ​​the structure of this part of the hotel's organizational structure.

For a more complete sketch, let’s take a high-class hotel as an example. The first point of contact is the garage service employee, who takes on the responsibility of parking and maintaining the guest's car. Next, the baton is taken up by the doorman (often performing purely decorative functions) and the bellhop in the hall, who receives luggage. The guest checks in at the receptionist, identifying his reservation (if any), filling out the guest card, receiving and paying for the room. All. Meanwhile, cleanliness and tranquility are maintained by the maid service and floor attendants. The chain is small, but since first impressions are the most important, and there is no chance to correct them, coordination is extremely important here.

It is necessary to know about the guest’s arrival in advance, to have a free and fully prepared and functioning residential room. The identification and registration procedure must be quick and error-free. It is in the simplification and acceleration of this process that the main function of the hotel automated control system consists.

A somewhat different situation takes place in the group of departments whose work is devoted to the functioning of the internal mechanisms of the enterprise, namely: the marketing department, accounting (financial department), administration. It is here that most of the information flows, where it is systematized, analyzed and extrapolated. This is the so-called "back-office" hosting facility.

In recent years, the hotel market has been characterized by an increase in supply while a simultaneous decrease in demand for accommodation services. This situation, as you might guess, is fraught with increased competition, which already did not allow hotel owners to sleep peacefully throughout the last quarter of the twentieth century.

One of the main areas of formation of strategic competitive advantages in the hotel business is the provision of higher quality services compared to competing analogues. The key here is to provide services that meet and even exceed the expectations of target customers. Customer expectations are formed on the basis of their existing experience, as well as information received through direct (personal) or mass (non-personal) marketing communication channels. Based on this, consumers choose a service provider and, after providing them, compare their idea of ​​the service received with their expectations. If the idea of ​​the service provided does not meet expectations, customers lose all interest in the service company, but if it meets or exceeds their expectations, they may turn to such a service provider again.

The buyer always strives for a certain correspondence between the price of the service and its quality. It is interesting to note that, as a rule, a buyer of a service is less likely to complain about its high price than a buyer of a physical product. If he thinks the price is too high, he simply leaves without buying. Dissatisfaction with the service usually leads to large losses in market share. That is why the service provider must identify the needs and expectations of its target customers as accurately as possible.

Today, the hospitality industry is the most powerful economic system of a region or a tourist center and an important component of the tourism economy.

In rapidly changing market conditions, the most important marketing function of any tourist enterprise is to conduct marketing research. Without them, the company will not be able to navigate the business environment, find out the characteristics of the markets of interest to it, study the actions of competitors and the needs of its customers.

In the last century, marketing research as such was not needed, since most firms were small and knew their customers personally. In the 20th century, there was a need to obtain more extensive information about customers and their purchasing needs.

A hotel company, operating in difficult market conditions, must be attentive to the questions of who and how to serve. Any market consists of consumers who differ from each other in their tastes, desires, needs and purchase hotel services for different motivations. Therefore, the implementation of successful marketing activities involves taking into account the individual preferences of various categories of consumers.

The market for hotel industry enterprises can be defined as a socio-economic phenomenon that combines supply and demand to ensure the purchase and sale of a hotel product at a certain time and place. The market for hotel services is characterized by the presence of entities, which are hotel enterprises and consumers of hotel services.

The hotel services market can be characterized as a market of monopolistic competition with clearly defined features of oligopolistic competition. Its main characteristics:

There is a fairly large number of buyers on the market who have insufficient information about the services provided by enterprises operating in the hotel business. Therefore, it is imperative to carry out an active marketing and advertising policy aimed at informing potential clients about the hotel and the range of services it provides;

There are quite a large number of sellers on the market, whose services are differentiated, but the differences are in principle insignificant: some have paid parking, some do not, etc. Since no one firm sells exactly the same product, it has some power over price. At the same time, the presence on the market of similar substitute services limits the firm’s ability to increase prices, since if similar services are available on the market, consumers are very sensitive to their price. For this reason, methods of price competition are excluded from the market;

An element of oligopoly in the market is introduced by high barriers to entry: to enter the industry, you must have significant capital, since the construction and necessary equipment for a hotel are quite expensive. At the same time, exit from the industry is not limited by practically any barriers: the hotel building is relatively easy to convert, rooms can be rented out as offices, etc. This ratio of entry and exit barriers gives rise to some business insurance.

The peculiarity of hotel marketing stems from the characteristics of the hotel product, its fixedness in time and space. It is impossible to significantly change the number of rooms in a short period of time, save them for future sale, or follow consumers with them.

Demand for hotel services is unstable, depends on the time of year, subject to seasonal fluctuations. The production of a hotel product requires high material costs with significantly lower variable costs. Fixed costs do not depend on the number of clients (guests) served, but variable costs do. This requires the involvement of large additional staff during the season, which often cannot be patriots of the hotel. He is not interested to the required extent in timely and quality service. In addition, the lack of funds for fixed costs reduces the quality of the hotel product.

A hotel service cannot be produced for future use or saved. The hotel service satisfies the immediate demand of the client. And if it is not provided, then the hotel’s potential income is lost and cannot be replenished. Moreover, a service not provided on time may result in future damage to the hotel.

The sale of a hotel product depends not only on the hotel staff, but also on the internal quality of the hotel product (amenities, comfort, culture, level of service, hotel image). Sales also largely depend on tour operators and travel agencies, marketing decisions, on the availability of transport and transport links, on the location of the hotel and weather, the environment and recreational, cultural and historical opportunities of the region, on the image of the country, area, as well as on the availability and quantity competitors.