Hotels are classified according to various criteria:

According to their mode of operation, hotels are divided into year-round, seasonal and mixed hotels:

By location, hotels are distinguished: located in the city, outside the city, roadside, located on the water, etc.;

In terms of capacity (number of beds), in domestic practice it is customary to adhere to the following classification:

small (less than 100 seats), medium (from 100 to 500) and large (more than 500).

according to the level of comfort - from one * to *****. There is no single classification of hotels in the world; their total number is more than thirty. In Russia, according to current legislation, hotels are classified into categories, each category corresponds to one star, and the higher the category, the more stars. Hotels are classified into five categories, motels into four. In addition to Russia, the star classification is adopted in Austria, Hungary, Egypt, China, France and a number of other countries. For example, in Greece there is a letter designation (A-4*, B-3*, C-2*), crowns in the UK (four crowns approximately correspond to 3*), ranks, etc.

Characteristics of the level of comfort include not only an assessment of the condition of the hotel’s fixed assets, i.e. the material component of the service (hard), but also the quality of service, i.e. not the material component of the service (soft).

According to the management principle, hotels are divided into dependent and independent hotels.

Independent hotels are independent hotels that are not part of a hotel chain (they have an independent status).

Dependent hotels belong to a hotel chain.

The association of hotels in a chain can be of a different nature. Forms of association can be expressed in the form of a company purchasing a hotel, concluding a franchising agreement, or signing a management contract.

A hotel chain is an association of hotel enterprises engaged in collective business and under a single leadership and control, characterized by its individually recognizable brand, strict adherence to corporate values ​​and names of services, quality of service and accommodation, its architectural unity in the design of buildings and interiors, regardless of location hotels.

Let's consider the main advantages that are inherent in these forms of running a hotel business.

Independent businesses tend to be small to medium-sized family businesses. This determines their main advantages, which include:

economic - it is easier to control costs and set prices for the services provided;

financial - complete independence in the disposal of own and borrowed funds. For example, if you manage to attract investors, then it is easier to manage the funds received; otherwise, you can sell some part of the business (for example, one of the hotel buildings), or it is better to lease it (returnable) to obtain additional funds to maintain general activities;

Uniqueness - independent hotels are different from each other and have unique features, which contributes to their successful operation.

Hotel chains also have certain advantages in organizing and running a business. These include:

1) economic:

the scale of the business allows us to serve a larger number of tourists (guests) due to their redistribution between hotels included in the chain;

centralized supply and sales ensure lower prices for purchased goods through the purchase of large quantities at wholesale prices (large wholesale discounts);

additional financing - on the one hand, it is easier to obtain additional lending, the size of which can be quite large, and on the other hand, to mobilize available funds to improve the efficiency of its functioning;

flexible pricing policy - due to general management (by maintaining a general policy) and sufficiently large financial capabilities to adapt to changes in market conditions;

centralized system for conducting general financial and economic activities - reducing the total costs of each hotel included in the chain through the use of personnel who deal with issues of centralized management at the level of the hotel chain (centralized accounting system, joint marketing research, etc.);

2) staff:

the presence of a centralized personnel training system significantly reduces the cost of training the staff of each individual hotel included in the chain;

the ability to attract the most qualified and therefore higher paid specialists using general financial resources.

The hotel chain's trademark serves as additional advertising to promote each individual hotel.

4) use of modern information computer technologies:

the use of a single centralized reservation system allows individual hotels to use international reservation systems (GDS) and thereby helps to increase the occupancy of all hotels included in the chain;

use of unified software products for hotel management, financial and economic activities, accounting, etc. increases the overall efficiency of the entire hotel chain and allows you to significantly reduce the cost of automating the management of a single hotel in the chain.

This shows that hotel chains have more advantages over independent hotels. Therefore, in order to successfully resist hotel chains and compete in the market, independent hotels also unite, create unions and other forms of cooperation, but at the same time they retain their main feature - independent status and specificity.

The modern market for accommodation facilities is divided into traditional and non-traditional (additional) accommodation facilities. Non-traditional or complementary accommodation facilities have emerged in the last thirty to forty years and are successfully competing with traditional hotel facilities. Non-traditional accommodation facilities include individual accommodation facilities, campsites, yachts, trailers for cars, etc., various forms of collective accommodation, such as shelters, recreation centers, etc.

In the modern accommodation market, non-traditional accommodation occupy a fairly large sector and successfully compete with traditional accommodation.

The rapid growth of additional accommodation facilities is explained by various factors. One of the main reasons is economic factors, which include, on the one hand, the growth of the welfare of society and the increase in income of the population, and on the other, the desire of citizens to hedge against inflation by investing their funds in real estate. Real estate in the periphery is cheaper than in the center and it can be used both to satisfy one’s own recreational needs, and can be provided for temporary use to those wishing to spend their vacation in the area, which is an additional income for the property owner. This is also beneficial for tourists, because without sufficient funds to purchase ownership of an apartment, cottage, yacht, etc. vacation property, it can be rented for vacation at fairly reasonable prices.

The development of non-traditional accommodation facilities is facilitated by the desire of consumers, on the one hand, to relax comfortably, in an independent and familiar environment, and on the other, the desire to return to nature. From this we can assume that the main clients of additional accommodation facilities are, as a rule, domestic tourists, while foreign tourists are the main clients of hotel enterprises.

Additional accommodation facilities take away customers from hotel complex enterprises, as a rule, during the period of greatest activity - during the tourist season. This especially applies to low-class hotels, which can lead to their disappearance. Also, the development of additional accommodation facilities such as dachas, country houses, cottages can negatively affect the attractiveness of a tourist destination and deteriorate the environment, which ultimately contributes to its death.

At the same time, additional accommodation facilities can also have a positive impact on the development of the tourism industry as a whole and on a specific destination, in particular, they:

contribute to the development of domestic tourism;

increase the influx of tourists to the destination, which contributes to its economic development;

unload overcrowded hotels during the period of greatest activity - during the tourist season;

force hotel companies to think about improving the quality of services provided and their diversity.

In accordance with the Law of the Russian Federation “On Certification of Products and Services,” certification is a set of actions and procedures to recognize and confirm the compliance of services with the requirements (established). Certification is carried out for the purposes of:

creating conditions for the activities of enterprises and institutions, assisting consumers in the competent choice of products;

consumer protection from unscrupulous manufacturers;

control of the safety of products and services for the environment, life, health and property;

confirmation of the quality indicators of products and services declared by the manufacturer.

organizations and entrepreneurs on the single commodity market of the Russian Federation.

In the Russian Federation, there is no requirement to undergo a mandatory certification procedure to carry out hotel activities. The exception is the mandatory safety certification of hotel services.

According to Hotel magazine, only 15.1% of hotels in the Russian Federation were certified in 2001. 21 hotels received the category “5 stars”, “4 stars” - 66, “3 stars” - 185, “2 stars” - 185, “1 star” - 175 hotels. It can be assumed that what keeps the management of hotel enterprises from voluntary certification is not the price of this procedure, but the discrepancy between the services provided and the declared star category, including the insufficient quality of service.

hospitality hotel business

The central place in the range of services provided to tourists during travel is accommodation, which is an integral part of each tour. Accommodation facilities, which are understood as any facility that regularly or occasionally provides places to stay overnight, form the basis of the tourism industry. High service in the provision of accommodation services determines such psychological aspects of tourism as satisfaction with the trip and a high assessment of the organization of tourists’ stay in a particular country.

Basic concepts and definitions in the field of hotel management are given in regulatory documents and standard requirements.

In accordance with GOST R 51185-2014 "Tourist services. Accommodation facilities. General requirements" the following terms with corresponding definitions are used:

Accommodation facility is a tourism industry facility that includes a building/buildings/part of a building/structure/structure. in which one or more equipped living rooms/premises are located, intended for the accommodation and temporary residence of tourists.

Accommodation: Providing tourists with conditions/conveniences for rest, sleep and hygiene.

Temporary accommodation: Accommodation of tourists for a period of less than six months.

In international practice, the Standard Classification of Tourist Accommodation Facilities, developed by WTO experts, has been adopted, according to which all accommodation facilities are divided into two main categories: collective and individual.

A collective accommodation facility is any facility that regularly or occasionally provides overnight accommodation for tourists in a room or other premises; however, the number of numbers it contains exceeds the minimum determined by each country independently (for example: in Russia - 10 numbers, in Italy 7). Moreover, all rooms in a given enterprise must obey a single management and be grouped into classes and categories in accordance with the services provided and available equipment. Collective accommodation facilities include:

Hotels and similar accommodation facilities;

Specialized establishments;

Other accommodation establishments.

Let us consider in more detail the characteristic features of hotels as accommodation facilities. Hotels have the following features:

1. Consist of numbers, the number of which exceeds a certain minimum, and have a single management.

2. They provide various hotel services, the list of which is not limited to daily making of beds, cleaning of rooms and bathrooms.

3. Grouped into classes and categories according to the services provided, equipment available and country standards.

Depending on the specific equipment and features of the services provided, hotels include general hotels, apartment hotels, motels, roadside hotels, resort hotels, residential clubs, etc.

The next group consists of establishments similar to hotels, which have rooms and provide a limited list of mandatory services (including daily bed making, room and bathroom cleaning). These include boarding houses, furnished rooms, tourist hostels, etc.

Specialized establishments providing hospitality services (with a single management) are also intended to serve tourists. They don't have numbers. Here the initial unit can be a dwelling, a collective bedroom, or a playground. In addition to providing accommodation services, they perform other specialized functions: health improvement, active recreation services for a certain category of guests. For example, health institutions (health resorts, sanatoriums, health “farms”, etc.), labor and recreation camps, accommodation facilities in public modes of transport (trains, ships), congress centers.

The function of providing places to stay overnight in health resorts, sanatoriums, and resorts is not the main one. First of all, it is necessary to treat and prevent illness among visitors using natural factors (climate, sea, mineral water, etc.). Material and spiritual influences on the human body include the elimination of the usual conditions of work and rest, and the enrichment of visitors with new impressions. Along with treatment, meals, recreation, sports, everyday life and, of course, overnight accommodation for residents are organized.

Other collective accommodation facilities include dwellings intended for recreational purposes. Examples of this group of accommodation facilities are apartment-type hotels, house complexes or bungalows. These premises have a single management, are rented out for a fee, for rent, or free of charge by any person (persons) or organization. The Irish Tourist Board, for example, provides for some organization of a holiday home complex. The complex includes no less than nine buildings, one of which houses an office. The buildings are long-term structures, with separate entrances, and in good operating condition. Each house has a room for sleeping, dining, relaxing, as well as a storage room, bathroom and toilets with appropriate equipment. Provision is made for the use of space outside the home. Each accommodation facility is prepared and cleaned for each new resident. Routine cleaning of beds and premises is not provided to the client. Other collective accommodation facilities include facilities (with unified management) at camping sites and in bays for small vessels. The client is provided with an overnight stay and a number of services such as information, shopping, and leisure.

Tourist hostels, youth hotels, school and student dormitories, holiday homes for the elderly and similar objects of social significance should also be considered other collective accommodation facilities.

Individual accommodation facilities are 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 or friends). Available for a fee, for rent, or free of charge.

A new type of tourist accommodation has recently appeared on the world market - timeshare. This is not the sale of standard real estate or hotel accommodation, but a middle ground between them - property limited in use over time. One week is taken as a unit of time. The timeshare industry consists of two parts: the sale of clubs or apartments divided into weeks; exchanging these weeks through a single exchange center called a holiday club, where owners can exchange their weeks. Today, timeshare is one of the fastest growing sectors of the vacation industry. It is considered the most modern technology in the field of interaction between tourism and real estate. There are timeshare resorts in 75 countries. Europe ranks second in timeshare development after the United States.

Traditional tourism accommodation facilities (hotel, boarding house, motel, small forms of hotels). Non-traditional accommodation facilities (campsites, second home, yacht, camp).

The essence of providing accommodation services is that, on the one hand, special premises (hotel rooms) are provided for use, on the other hand, services are provided directly by the hotel staff: porter services for receiving and registering guests, maid services for cleaning hotel rooms etc.

Hotel rooms are the main element of the accommodation service. These are multifunctional rooms designed for relaxation, sleep, and work of resident guests. Their most important function is to enable sleep. The importance of other functions of hotel rooms primarily depends on the purpose of the hotel and the needs of the guests. For example, in business hotels.

Different hotels have different categories of rooms, differing from each other in size, furniture, equipment, equipment, etc. However, regardless of the category, the hotel room must have the following furniture and equipment: bed, chair and armchair, night table, wardrobe, general lighting, trash bin. In addition, each room must contain information about the hotel and an evacuation plan in case of fire.

Other services complement the offer of accommodation and catering services. These include the offer of a swimming pool, conference rooms, meeting rooms, sports equipment, car rental, dry cleaning services, laundry, hairdresser, massage room and a number of others.

To carry out the process of serving tourists, the hotel must provide a minimum set of the following basic services to ensure the provision of basic hotel services:

The room management service deals with issues related to booking rooms, receiving tourists arriving at the hotel, registering them and placing them in their rooms, as well as sending them home or to the next point of the travel route after the end of the tour, provides service to tourists in the rooms, and maintains the necessary sanitary conditions. -hygienic condition of rooms and level of comfort in residential premises, provides household services to guests. The service includes a director or manager for the operation of rooms, a reception service, a maid service, a joint service service (doormen, bellhops, cloakroom attendants, garage attendants), a receptionist service, a concierge service, a bell service, a housekeeping inspector, and a security service. .

The first impression a guest receives from the hotel complex depends on the reception and accommodation service. The task of the head of this service is to control the entire process of receiving and accommodating guests, skillfully resolving conflicts that may affect the prestige of the hotel. This service deals with issues related to the reception of guests arriving at the hotel, their registration and placement in rooms, the provision of various services, and sending them home.

The reservations department must constantly monitor the market, collecting reservations and recording any increase in demand that the hotel could use, increasing the cost of accommodation and giving the business more income. Rooms that are not pre-booked are transferred for direct sale to the accommodation service, which must place guests in these rooms at a higher price.

The receptionist service exercises control over the hotel's room stock, maintaining a card index of room occupancy and availability, and performs the functions of an information center. Information through the receptionist service moves in two directions: to guests (if we are talking about informing about the types of services provided by the hotel, about local attractions, about the operation of public transport, etc.) and to various departments of the hotel enterprise (about the needs of the client).

The maid service in most cases is the most functionally significant department when it comes to receiving hotel accommodation services, since this department is responsible for cleaning rooms, halls, corridors, etc. internal premises in which reception and customer service are carried out.

The security service performs the functions of maintaining order and security in the hotel complex, since the hotel is responsible for providing reasonable security to its customers. In this case, the enterprise can entrust the performance of these duties either to its own service or to involve a third-party organization.

The administrative service is responsible for organizing the management of all services of the hotel complex, resolves financial issues, staffing issues, creates and maintains the necessary working conditions for hotel staff, monitors compliance with established norms and regulations on labor protection, safety, fire and environmental safety.

The financial service resolves issues of financial support for the enterprise, receives reports from the cashiers of each outlet of the enterprise, including the food service, the receptionist service, souvenir kiosks and sports complexes, if any. The financial service maintains unified financial accounting for the enterprise (that is, income from retail outlets, accounting for expenses and income, conducting operations to record paid working hours, bonuses paid, as well as tips received by individual employees).

The catering service provides service to guests of the enterprise in restaurants, cafes or hotel bars, resolves issues regarding the organization and servicing of banquets, presentations, etc. Catering units, including restaurant(s), bars, cafes, banqueting services, as well as a catering unit (kitchen), provide guests with food services.

Engineering services create conditions for the operation of air conditioning systems, heat supply, sanitary equipment, electrical devices, repair and construction services, television and communication systems. The service includes a chief engineer, a routine repair service, a territory improvement service, and a communications service.

Ancillary services ensure the operation of the hotel complex, offering laundry, tailoring, linen services, cleaning services, printing services, warehouse services, etc. Additional services provide paid services. They include a hairdresser, swimming pool, sauna, solarium, sports facilities and other units.

Hotel service. Accommodation services are a product of the activities of hotels or any other enterprise intended for accommodation. The state standard GOST R 51185-2014 "Tourist services. Accommodation facilities. General requirements" defines hotel services. Accommodation services are the activities of the contractor in accommodating tourists and providing hotel, special (medical, health, sanatorium, sports, tourist, etc.) services.

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

1. Inseparability of production from consumption of services. In most situations typical of the hospitality industry, the provision of a service requires the presence of both the one who provides it and the one to whom it is provided. This action takes place on the territory of the producer, not the consumer. In addition, the personnel providing the services have direct contact with the consumer. The provision process requires active participation from both the producer and the consumer. The client views the hotel staff as an inseparable part of the service itself. That is why the quality of a hotel is determined to a large extent by the behavior of employees.

2. Impossibility of storage. The production of a service is fixed in time and space: if the service (hotel product) is not sold on a certain day, then potential income is lost and cannot be replenished. Services cannot be stored, because they are designed to satisfy real needs that exist at the moment.

4. Seasonality of demand fluctuations. The hotel market is characterized by fluctuations in demand depending on the season of the year. Most tourists vacation during the summer months.

5. High fixed costs. When hotel profit and loss statements are analyzed, high fixed production costs and relatively low variable costs become apparent, which are annual, largely independent of the number of clients admitted for the year.

6. Inconsistency of quality. Hospitality services are variable, meaning their quality depends on who provides them and under what conditions. There are several reasons for this variability. Firstly, services of this kind are provided and received simultaneously, which limits the ability to control their quality. Temporary fluctuations in demand make it difficult to maintain quality of service during periods when demand becomes high. Much depends on the state providing the service at the time of its provision. The same person can serve you well today and poorly tomorrow. The reasons for this poor service can be varied. Variability and fluctuations in service quality are the main reason for customer dissatisfaction with the hospitality industry.

Hotel chains of the world. International hotel chains play an important role in the development of the hospitality industry and compliance with high service standards. A hotel chain is a union of several hotel complexes to develop a unified policy and general terms of agreements with wholesale tour operator companies. The development of automation systems has led to the fact that often enterprises included in the hotel chain are connected by a single automated system for managing and distributing hotel stock.

The oldest and most famous chain brand is Hilton Hotels. It was its founder, Conrad Hilton, who came up with the idea of ​​turning hotels into something like chain restaurants, providing a standard set of services of known quality. In addition, Hilton came up with the idea of ​​putting stars on hotels, indicating the class of the hotel. Also known are Accor (France), Radisson / SAS (USA), the Marriott hotel chain, Azimut is one of the largest in Russia.

International hotel associations. The main factors influencing the desire of hotel owners to unite primarily include:

The need for the hotel to be fully occupied;

Ensuring compliance with equipment and equipment standards;

High competition;

Market conditions;

Improving flexible personnel policies and professional training;

Creation of investment funds.

The main goals of creating associations are:

Exchange of information through the media;

Creating an image among members of associations;

Representation at the federal level (regional);

Preferential group insurance;

Joint price control;

Assistance in improving enterprise management;

Protection of permanent members in career advancement.

The most famous associations that are successfully developing in the hotel services market:

1. IHA (International Hotel Association) is the leading international organization in the hospitality industry. The main task of the IGA is to protect the interests of its members in international governmental and non-governmental organizations. For this purpose, regular research is carried out in the field of international legislation and in the field of marketing, much attention is paid to the problems of hotel construction, their classification, and the efficiency of capital investments. A special contribution to the development of international tourism and the hotel industry was the adoption of the International Hotel Regulations in 1981.

2. Russian Hotel Association (RHA) is a non-profit organization that unites hotel enterprises and other collective accommodation facilities. The main activities of the RHA are:

· cooperation aimed at promoting the development of the domestic hotel industry, expanding and improving the quality of hotel services and promoting them to domestic and foreign markets;

· participation in the development of federal, regional and local regulations that meet the professional interests of members of the Association;

· establishing and maintaining intra-corporate relations that contribute to the expansion of business and professional contacts, the protection of the Russian hotel business, and fair competition;

· participation in the development and implementation of national and international programs and projects in the hotel industry;

· practical implementation of a specific action program.

3. HORTEK (confederation of national associations of hotels and restaurants) - 1200 hotels and restaurants, 22 national organizations.

Introduction

There are many traditional hotels in the world, comfortable and cozy, suitable for a familiar holiday. However, standard comfort is no longer enough for tourists and they are increasingly looking for something original and unforgettable. tourist architectural hotel

These hotels are unusual, they amaze with their original idea and its unique implementation; most often such hotels are located in national parks and other interesting and extraordinary corners of the globe. It is noteworthy that the most amazing hotels are not necessarily expensive.

If a client feels a thirst for travel and a desire to experience new sensations, merging with nature, making extreme dreams come true, wants to escape the world to an inaccessible corner of the planet, or is simply looking for a cozy and affordable overnight stay, then he can always find a hotel in accordance with his wishes.

Main directions of the accommodation market

One of the main directions of tourism activity is providing tourists with accommodation facilities. Today, a global network of hotels and hotels can satisfy every taste.

Tourist accommodation facilities are any facilities that provide tourists with occasional or regular overnight accommodation.

The geographical structure of the global hotel complex will allow us to determine the main directions of activity in this area. Currently, the global hotel industry has about 350 thousand comfortable hotels, with more than 14 million rooms (26 million beds). At the same time, the number of rooms over the past 20 years has increased annually by 3-4%, this indicates a significant dynamics in the growth of accommodation facilities. Moreover, the structure of the global hotel industry reflects tourist flows also on a geographical basis: the more domestic tourists and foreign visitors in a particular region of the world, the more accommodation facilities this region has. Despite the fact that the data on the hotel industry is different in different sources, these data speak for themselves: the enormity of the hotel industry, the stability of its position and growth over time put this industry at one of the forefront in the present and future.

The European continent occupies a leading place in the global hotel industry. It accounts for an average of about 70% of the tourist flow, respectively, and the hotel stock makes up a significant share (about 45%) of the world hotel stock. This does not take into account the fact that in European countries about half of foreign visitors are received on a hotel basis, the remaining tourists are received on an alternative basis, which is less typical for countries on other continents. The hotel stock in European countries, without giving up its leading position, grows annually by an average of 2-2.5%, but is inferior in growth rates to other continents.

The American continent has over 5 million rooms, which is 35% of the world's hotel stock. In terms of growth rates, the continent's hotel base is ahead of Europe.

The third most powerful continent is Asia, with over 3 million rooms (14% of the world hotel stock). Its growth rate is 2-3 times higher than the world average and reaches 20% per year, which makes this continent a leader in terms of growth dynamics.

The share of the African continent (about 0.4 million rooms) is 3% of the global stock, although the growth dynamics (10-15%) also exceeds the world average.

The share of the hotel stock in Australia and Oceania is also about 3% and is characterized by average world growth dynamics.

Among individual countries, the leaders of the global hotel industry in terms of base capacity are: USA (about 3.5 million rooms), Japan (1.65 million), Italy (1 million), France, Spain, England, China, Australia (about 0.5 million), Austria, Mexico, Canada, Greece (about 0.3 million), Thailand, Russia, Indonesia, Turkey (0.15-0.23 million), Switzerland, Brazil, Argentina (less than 0 .15 million).

The leaders of the global hotel industry in terms of hotel stock growth rates are countries such as Turkey, China, Malaysia, Singapore, Morocco, Spain, Germany, and Argentina.

Tourist accommodation facilities are any facilities that provide tourists with occasional or regular overnight accommodation (usually indoors). The following are accepted as additional conditions:

a) the total number of overnight accommodations exceeds a certain minimum,

b) the accommodation facility has management,

c) management of the facility is based on a commercial basis.

Collective tourist accommodation facilities include hotels and similar establishments, specialized establishments, and other collective tourist accommodation facilities Belousov N., Golovin A. Farming is a worthy competitor to large-scale production. //Agroindustrial complex, economics, management, No. 1 2008.

Of the main features of hotels, it should be noted, first of all, the availability of rooms. Depending on the management features, hotels can be separate enterprises or form hotel chains. Examples of developed hotel purposes are the Accor (France), Holiday Inn (USA), Forte (UK), Sheraton (USA) hotels. Hotels provide a list of mandatory services: room cleaning, daily making of beds and cleaning of the sanitary facilities, as well as a wide range of additional services.

Table 3 Standard classification of tourist accommodation facilities Recommendations for tourism statistics / UN. World Tourism Organization. - New York, 2012

1. Collective accommodation facilities for tourists	1.1 Hotels and similar tourist 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 rest camps 1.2.3. Public means of transport 1.2.4. Congress centers 1.3.1. Dwellings intended for recreation 1.3.2. Camping areas 1.3.3. Other collective institutions
2. Individual accommodation facilities for tourists	2.1. Individual accommodation facilities	2.1.1. Own dwellings 2.1.2. Rented rooms in family houses 2.1.3. Dwellings rented from individuals or agencies 2.1.4. Accommodation provided free of charge by relatives or friends 2.1.5. Other accommodation on an individual basis

Depending on the specific equipment and features of the services provided, hotels include general hotels, apartment hotels, motels, roadside hotels, resort hotels, residential clubs, etc.

A group of establishments similar to hotels has a number of rooms and provides a list of mandatory services. These include boarding houses, furnished rooms, tourist hostels, etc.

Specialized establishments (with a single management) are also designed to serve tourists. They don't have numbers. Here the initial unit can be a dwelling, a collective bedroom, or a playground. In addition to providing overnight accommodation for tourists, the establishment can carry out other activities. Examples of such specialized institutions are health institutions (health resorts, sanatoriums, health “farms”, etc.), camps, accommodation facilities in public modes of transport (trains, ships), in congress centers S. Gryadov, T. Dozorova. Development Monitoring farms. //International agricultural magazine No. 2, 2011.

The function of providing overnight accommodation in health resorts, sanatoriums, and resorts is not the main one. First of all, it is necessary to treat and prevent illness among visitors using natural factors (climate, sea, mineral water, etc.). Material and spiritual influences on the human body include the elimination of the usual conditions of work and rest, and the enrichment of visitors with new impressions. Along with treatment, meals, recreation, sports, everyday life and, of course, overnight accommodation for residents are organized.

Other collective accommodation facilities include, first of all, dwellings intended for recreation. Examples of this group of accommodation facilities are apartment-type hotels, house complexes or bungalows. These premises have a single management, are rented out for a fee, for rent, or free of charge by any person (persons) or organization. The Irish Tourist Board, for example, envisages the following arrangement of a holiday home complex. The complex includes no less than nine buildings, one of which houses an office. The buildings are long-term structures, with separate entrances, and in good operating condition. Each house has a room for sleeping, dining, resting, a warehouse, a bathroom and toilets with appropriate equipment. Provision is made for the use of space outside the home. Each accommodation facility is prepared and cleaned for each new resident. Routine cleaning of beds and premises is not provided to the client. Other collective accommodation facilities include facilities (with unified management) at camping sites and in bays for small vessels.

Tourist hostels, youth hotels, school and student dormitories, holiday homes for the elderly and similar objects of social significance should also be considered other collective accommodation facilities.

Individual accommodation facilities are provided for a fee, for rent, or free of charge. This includes dwellings (apartments, cottages, mansions), which are rented alternately by members of the household (time sharing).

A tourist can also stay in a family house on a rental basis. A tourist can rent a fully equipped home (house, apartment, cottage) from a private individual or agency, or stay for free with relatives and friends.

The structure of the accommodation market is determined, along with hotel enterprises, by the so-called non-traditional, or additional, accommodation facilities, which have emerged and are rapidly developing over the past 30 - 40 years, successfully compete with the traditional hotel industry and even pose a certain threat to its existence.

The main distinguishing feature of traditional hotel business enterprises is that they offer a full range of services for the reception, accommodation, meals of guests, and maintenance of their stay at the hotel Demchenko A.F., Demchenko E.A. Management in the agro-industrial complex: Textbook. - Voronezh: VSAU, 2009.

Additional (non-traditional) accommodation means, as a rule, only provide the possibility of accommodation. Meals and services during the tourist's stay (room cleaning, additional services) are either completely absent and are provided by the tourist independently or can be ordered for an additional fee.

Both of these sectors differ significantly in the form of legal relations with the client. In hotel enterprises, the tourist is a guest, a customer of services; in relation to additional accommodation facilities, the tourist acts either as an owner or as a tenant.

Until recently, the production capacity of the additional accommodation sector has been steadily increasing, reducing the share of the hotel industry in the total number of places. More than 2/3 of the total number of places in all accommodation facilities currently accounts for additional accommodation facilities. These primarily include private apartments and rooms.

The rapid development of the additional accommodation sector is primarily due to factors such as:

· growth of well-being and increase in income of certain segments of society;

· the desire of citizens to insure themselves against inflationary processes. By purchasing a second apartment, its owner seeks to receive additional income by renting it out, thereby increasing the number of potential places to accommodate tourists;

· significant difference in the cost of real estate in the city center and on the periphery;

· increasing the degree of mobility of society (automobile boom in developed) European countries;

· democratization of tourism demand (leisure trips become available not only to high-income earners, but also to middle-income and low-income groups of the population). The former invest capital in “tourist” real estate, in additional accommodation facilities: they purchase vacation apartments, summer houses, yachts, and residential trailers. The second and third ones rent places in non-traditional accommodation facilities during their vacations at affordable prices, thereby, on the one hand, satisfying their own needs for recreation, on the other hand, creating additional income for the owners of excess living space;

· changes in the psychology and behavior of the consumer of tourism services. Characteristic features of the new consumer: desire for comfort, desire to return to nature, spontaneity of decision-making, individualism, free and independent style of recreation, reluctance to submit to forms of leisure time, furnishings, clothing, choice of dishes - stimulate the desire to purchase or rent an apartment, room or cottage . Non-traditional accommodation facilities contribute to a harmonious combination during the holiday period of a tourist’s willingness to temporarily integrate into an unusual environment with the desire to partially retain the usual amenities of an individual lifestyle during vacation;

· individualization of tourist demand and deepening of its segmentation are also long-term factors determining structural changes in the accommodation market, in particular the process of differentiation of supply. People with average incomes are looking for ways to reduce the costs of their vacation, as well as the length of stay of tourists, causing an increase in demand for temporary housing;

· traditionally, foreign tourists are considered mainly clients of hotel industry enterprises, while Russian citizens strive to organize their vacation more freely and regardless of the conventions of hotel accommodation. Thus, it can be assumed that the main clientele of additional accommodation facilities are domestic tourists;

· development of real estate organizations that provide a wide range of quality services for renting and renting, buying and selling apartments, rooms, and dachas.

Accommodation occupies a central place in the range of services provided to tourists during travel and is an integral part of every tour.

Accommodation facilities, which is understood as any object that regularly or occasionally provides places to stay overnight, form the basis of the tourism industry. They account for up to 65% of people employed in the tourism sector and about 68% of all tourism receipts. The construction of new accommodation facilities significantly increases the attractiveness of a tourist destination and increases the flow of tourists. High service in the provision of accommodation services also determines such psychological aspects of tourism as satisfaction with the trip and a high assessment of the organization of tourists’ stay in a particular country.

In the variety of available accommodation facilities, a special place belongs to the hotel industry.

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

WTO experts have developed a standard classification of tourist accommodation facilities (Fig. 6.1).

In the above classification, hotels and similar enterprises represent the most comfortable group of collective tourist accommodation facilities. In particular, hotels are characterized by the following features:

· availability of numbers, the number of which exceeds a certain minimum (in Russia, Belarus - 10), united by a single management;

· provision of mandatory (cleaning of rooms, bathrooms, daily making of beds) and additional (laundry, dry cleaning, hairdressing, car rental, etc.) services;

· grouping in accordance with the requirements of national standards into classes and categories depending on the services provided, available equipment, etc.

The concept of “hotel” is also defined by relevant regulatory documents. In GOST R 50645-94 “Tourist and excursion services. Classification of hotels" means a hotel intended for temporary residence. In the Rules for the provision of hotel services in the Russian Federation, approved by Decree of the Government of the Russian Federation No. 490 of April 25, 1997, a hotel is considered as a property complex (building, part of a building, equipment and other property) intended for the provision of services.

Along with the concept of “hotel”, the term “hotel” is increasingly used, which defines a hotel enterprise that provides a wide range and high quality of services, creates exquisite comfort and an atmosphere of hospitality.

The classification of tourist accommodation facilities is also given in GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements". In accordance with this document, all accommodation facilities are divided into collective and individual.

TO collective accommodation facilities hotel type include: hotels, motels, clubs with accommodation, boarding houses, furnished rooms, hostels.

TO specialized accommodation facilities include: sanatoriums, dispensaries, holiday homes, tourist shelters, parking lots, etc., tourist, sports centers, recreation centers, hunter's (fisherman's) houses, congress centers, campsites, boats, flotels, rotels.

TO individual accommodation facilities include: apartments, rooms in apartments, houses, cottages for rent.

Hotel classification

Hotel enterprises are classified according to various criteria. The most used among them are the following:

· level of comfort;

· capacity;

· functional purpose;

· location;

· duration of work;

· provision of food;

· length of stay of clients and some others.

Classification of hotel enterprises by comfort level plays a huge role in solving issues of managing the quality of hotel services. Comfort level is a complex criterion, the components of which are:

· condition and structure of the room stock: room area (m2), share of single rooms (one-room), multi-room rooms, apartments, availability of utilities, etc.;

· condition of furniture, equipment, sanitary and hygienic items, etc.;

· availability, condition and operating hours of food establishments: restaurants, cafes, bars, etc.;

· condition of the building, access roads, arrangement of the territory adjacent to the hotel;

· information support and technical equipment, including the availability of telephone, satellite communications, televisions, refrigerators, mini-bars, mini-safes, etc.;

· ensuring the possibility of providing a number of additional services.

These parameters are assessed in almost all hotel classification systems available today. In addition, a number of requirements are imposed on the personnel and their training, education, qualifications, age, health, knowledge of languages, appearance and behavior.

The classification of hotels by level of comfort is accepted throughout the civilized world. In most European countries (France, Russia, Belarus, Slovenia, Spain) it falls within the competence of government agencies and is the subject of special legislative acts.

In other countries (Germany, Switzerland), classification is introduced on the initiative of representatives of the hotel business within the framework of established associations and unions, as well as in agreement with hotel owners.

Establishing a comfort level currently underlies more than thirty classification systems, the most common of which are the following:

· European, or, as it is often called, the “star” system, based on the French national classification system, which is based on the division of hotels into categories from one to five stars. This system is used in France, Austria, Hungary, Egypt, China, Russia, Belarus and a number of other countries;

· letter system (A, B, C, D) used in Greece;

· the “crown” system used in Great Britain;

In world practice, there are cases when within one state there are several classification systems. For example, in the UK, along with the “crown” system, the classification proposed by the association of British travel agencies - British Travel Authority (BTA) is successfully used:

· budget hotels (located in the central part of the city and have a minimum of amenities);

· tourist class hotels (the structure must have a restaurant and bar);

· middle class hotels (the level of service is quite high);

· first class hotels (very high quality of comfort and excellent level of service);

The most common is the French national classification system, which establishes six categories for tourist hotels, including five categories with the assignment of a certain number of stars (*, **, ***, ****, *****), one without a star (L). This system allows you to most fully cover the hotel services market.

According to the classification adopted in Germany, hotel enterprises are divided into five classes. In order to harmonize with the European system, it is provided that each class corresponds to a certain number of stars:

· tourist class - “*”;

· standard class - “**”;

· comfort class - “***”;

· first grade - "****";

· luxury - “*****”.

It should be noted that the determination of correspondence with the “star” system, sometimes of a purely conditional nature, is also typical for a number of other systems (letters, “crowns”, categories). Thus, in Greece, hotels of category “A” correspond to a four-star level, “B” to a three-star level, “C” to a two-star level, and “D” to a one-star level. In Italy, the first category conditionally corresponds to the level of “****”, the second - “***”, the third - “**”. In order to bring the “crown” system used in the UK into line with the “star” system, it is necessary to subtract one “star” from the total number of “crowns” (for example, the level of four “crowns” is equal to the level of three “stars”). The classification of hotels discussed above, proposed by the Association of British Travel Agencies and considered the most common in the UK, also provides for a similar correspondence:

· budget hotels - “*”;

· tourist class hotels - “**”;

· middle class hotels - “***”;

· first class hotels - “****”;

In the Russian Federation, the classification of hotel enterprises is established by GOST R 50645-94 “Tourist and excursion services. Classification of hotels" (in the Republic of Belarus GOST 28681.4-95 "Tourist and excursion services. Classification of hotels"), according to which all hotels are divided into five categories with assignment from one to five stars, motels - into four categories with assignment from one to four stars .

There is no official government classification of hotels in the United States. The highest category (five stars) is awarded by two institutions: the American Automobile Association (AAA) and the Mobile Travel Guide.

Hotel chains, which are groups of hotels united with each other and considered as one whole, have their own approach to the classification of hotels. They are characterized by general leadership, promotion concept

product and trademark that applies to all hotels of a particular chain. Each brand can take into account not only the level of comfort, but also the purpose, location, length of stay of customers, the architectural features of the building and some other criteria. For example, the largest American hotel chain, Holiday Inn, offers several brands of enterprises with a diverse palette of services and prices:

· Holiday Inn Hotels & Resorts - resort-type hotels located outside urban and industrial areas, near the sea coast or lakes, in the mountains or in the forest, having everything necessary for active recreation: swimming pools, saunas, tennis courts and various sports equipment. This is the most common brand name of the chain;

· Holiday Inn Garden Court - economy class hotels for business people, most often located near airports and large shopping business centers;

· Holiday Inn Express - hotels with apartment-type rooms (apart-hotels);

· Holiday Inn Select - hotels for business people with a full range of services;

· Holiday Inn Hotels & Suites - hotels designed for businessmen who prefer to have the comfort of home during a long stay at a hotel.

Understanding the level of comfort as a criterion for classification and carrying out the procedure for assigning a category depending on the level of comfort in each individual state is approached differently. This circumstance, as well as a number of factors determined by the cultural, historical and national traditions of states, prevent the introduction of a unified classification of hotels in the world. In this direction, the activities of the WTO, the EU Hotel and Restaurant Industry Committee, and the International Hotel Association (IHA) remain ineffective. The solution to this problem is further complicated by the fact that, along with hotels, there are numerous other types of accommodation facilities that have their own specific characteristics.

In 1989, the WTO developed recommendations for interregional harmonization of hotel classification criteria based on standards adopted by regional commissions (Appendix 11). These recommendations define the minimum requirements for the building and rooms, the quality of hotel services and furniture, energy and water supply, heating, sanitation, security and communications, kitchen, hotel services and staff.

In order to assist customers in choosing a hotel, a system of pictograms (conventional icons and drawings) is increasingly being used in tourist catalogs and brochures, although some of their graphic images largely contradict each other (Appendix 12).

Under capacity hotel enterprise refers to the number of beds or rooms that can be offered to customers at the same time.

Bed - an area with a bed intended for use by one person.

Room - a room consisting of one or more beds, equipped in accordance with the requirements for a hotel of this category. There are single, double, triple, etc. numbers. A single room in a hotel or motel represents a more expensive category of accommodation for one visitor. A double room is designed for simultaneous accommodation of two visitors. The size of the room should allow the use of all its equipment in conditions of comfort and free access. The WTO has developed special recommendations stipulating that the area of ​​a single room cannot be less than 8 m2, and a double room cannot be less than 10 m2. In GOST R 50645-94 “Tourist and excursion services. Classification of Hotels" it is determined that the minimum size of a single room is not less than 8 m 2, a double room - 12 m 2.

Depending on the number of rooms, rooms can be one-room, two-room, three-room, etc.

Depending on the purpose, there are business class rooms, economy class rooms, apartment rooms, etc.

Business class rooms are designed to accommodate tourists staying for business purposes. In addition to the standard environment, working conditions must be created here: a desk, telephone, fax, computer, etc.

Economy class rooms are designed for a wide range of tourists. They are distinguished by modest furnishings and equipment, which is reflected in the low price of accommodation.

Apartments (2-, 3-, 4-room) are, as a rule, intended for long-term accommodation of families. The apartment must have a kitchen with the necessary set of household appliances (coffee maker, microwave, mixer, etc.), which allows you to provide almost home-like conditions for your stay. There is also such a category of rooms as luxury apartments, or suites (English, suite), - 3-, 4-room rooms of high comfort with an area of ​​at least 45 m2, which, as a rule, do not have a kitchen.

In the practical activities of hotel enterprises, the division of single and double rooms depending on the type of bed (twin, queen, king-size) has become widespread. The use of standard double beds (twin) allows you to convert the room into a single or double depending on demand. The use of very large, “royal” size beds (queen and king-size) in the equipment of the rooms indicates an increased level of comfort of the entire accommodation facility (as a rule, these are hotels of at least 4-5 stars) or a high level of the room itself. Since the size of such beds exceeds the standard ones, the room must have a considerable area.

There is currently no generally accepted approach to determining the capacity of small, medium and large hotels. In each country, this issue is resolved differently, taking into account the specific features of socio-economic and historical development. The annual collection of Small Luxury Hotels of the World includes hotels with both 10 and 200 rooms. Trying to solve this problem, the WTO recommends that a small hotel be understood as a hotel with up to 30 rooms, while noting that this definition is a priority for each individual country. For the European region, small hotels are typical (for example, in Germany, a small hotel is considered to have a capacity of up to 40 beds, a medium one - 40-80 beds, a large one - over 80 beds), and for America and the rapidly developing hotel market of Asia - hotels with a large capacity.

Many countries use the following approach to classify hotels by capacity:

· small - up to 150 places (no more than 100 rooms);

· medium - 150-400 places (up to 300 rooms);

· large - over 400 beds (over 300 rooms);

· mega-hotels (more than 600 rooms).

The capacity of other functional parts of the hotel complex, in particular catering establishments (restaurants, cafes, bars), is determined by:

· room capacity;

· purpose of the hotel;

· the presence of similar enterprises in the adjacent area.

Based functional purpose hotel enterprises are primarily distinguished by two large groups:

· transit;

· targeted.

A more detailed classification of hotels by purpose is presented in Fig. 6.2.

Fig, 6.2. Classification of hotels by purpose

Transit hotels are designed to serve tourists during short-term stops. They are usually located along high-traffic highways and have low to medium capacity and limited comfort.

Among the group of transit hotels, the most popular and widespread are motels. The first motels appeared in the United States, and the national statistics of this state define them as establishments for receiving tourists traveling by car. Despite the fact that one of the first motels was built in 1925, they began to develop only in the 50s. XX century In addition to traditional accommodation and food services, motels provide a full range of technical services: garages, parking lots, gas stations and repair stations.

Along with the development of motels, this type of hotel enterprises, such as motorcycle hotels, is becoming increasingly popular. They offer the same services as motels, but with the added comfort and quality of service found in a hotel.

The group of target hotels includes business hotels and leisure hotels.

Business hotels appointments serve persons staying for business purposes (business trip, business trip, participation in a congress, conference, symposium, etc.). To serve business people, appropriate conditions must be created, and therefore the following requirements are imposed on business hotels:

· location near administrative, public and other centers of cities and settlements;

· predominance of single rooms in the number of rooms;

· obligatory organization in the room, along with a rest and sleep area, a work area;

· availability of apartments in the hotel room necessary to serve business people with their family members;

· availability of special premises for business events: conference rooms (preferably of varying capacity), meeting rooms, exhibition rooms, etc.;

· availability of special technical equipment: for simultaneous translation, modern means of communication and office equipment;

· availability of financial support services: bank branches, currency exchange offices, etc.;

· ensuring the possibility of providing high-quality food: the presence of restaurants, cafes, bars of high service categories, as well as food delivery to the rooms;

· equipment of parking lots and garages for vehicles.

Among holiday hotels There are resort and tourist ones. The concept of the resort hotel provides for the provision of accommodation, food and a number of additional services to people seeking relaxation and restoration of health. The most popular locations for resort hotels are areas that provide opportunities for recreation and treatment in natural climatic and natural conditions: on sea coasts, in mountainous areas, etc.

The structure of resort hotels must necessarily provide premises for the provision of medical services of a therapeutic and preventive nature, the provision of dietary nutrition, sports, active recreation, etc.

The duration of the period of active operation of resort hotels can vary from 90 to 180 days, which often depends on climatic and a number of other factors.

The essence of the concept of a tourist hotel comes down to the following points:

· a tourist hotel is located, as a rule, on tourist routes from which it receives clients;

· the range of services offered at a tourist hotel is formed in accordance with the route program and is determined in advance by a voucher or trip;

· to organize services, the structure of a tourist hotel provides a travel agency or travel and excursion bureau.

In foreign practice, among the group of tourist hotels, sports hotels are most widespread, providing tourists with ample opportunities for

practicing various sports (golf hotels, hotels for swimmers, hotels with tennis courts, etc.).

By location hotels can be located:

· within the city (in the center, on the outskirts). Almost all business hotels, luxury hotels, middle class hotels are central;

· on the sea coast. In this case, the distance to the sea is very important (50, 100, 150, 200, 300 or more meters);

· in the mountains. Usually these are small hotels in picturesque mountainous areas on the tourist route in the most convenient holiday destination. A mountain hotel, as a rule, contains the necessary equipment for summer and winter holidays and guests (for example, mountaineering and ski equipment, lifts, etc.).

By duration of work hotels are divided into three types:

· working all year round;

· working two seasons;

· one-season.

By provision of food The following hotels stand out:

· providing full board (accommodation and three meals a day);

· offering accommodation and breakfast only.

By duration of stay of tourists hotels are distinguished:

· for long stays;

· for short stays.

Hotel typology

Based on a generalization of global experience in hotel activities, it seems appropriate to identify separate types of hotels that combine such characteristics as capacity, purpose, location, comfort, price level for services, etc.

The typology of hotel enterprises, which has become widespread in the world practice of the hotel industry, is given in Table. 6.1.

Related information.