Hotel industry: history, conditions, services. Trends in the development of the hotel industry in Russia. Basic concepts of the hotel industry Branches of the hotel industry

8.2. The concept of "hotel industry". Hotel classification

The hotel industry as a type of economic activity includes the provision of hotel services and the organization of paid short-term stays in hotels, campsites, motels, etc.

In international practice, a standard classification of tourist accommodation facilities, developed by WTO experts, has been adopted. According to it, all funds are divided into two categories: collective and individual.

A collective accommodation facility is defined as “any facility” that regularly or occasionally provides overnight accommodation for tourists in a room or other accommodation, the number of rooms it contains must exceed a certain minimum determined by each country independently (e.g. Russia - 10 rooms, in Italy - 7 rooms). All rooms in a given enterprise must be subject to a single guideline and be grouped into classes and categories in accordance with the services provided and the equipment available.

TO collective accommodation facilities for tourists include: hotels and similar accommodation facilities, specialized establishments and other accommodation establishments. A-priory , hotel- this is a collective accommodation facility, consisting of a certain number of rooms, having a single management, providing a set of services (minimum - making beds, cleaning rooms and bathrooms) and grouped into classes and categories in accordance with the services provided and equipment of the rooms.

Similar establishments include boarding houses and rooming houses, tourist hostels, etc.

Specialized enterprises, in addition to providing accommodation services, perform some other specialized function.

Enterprises of this type include health institutions, labor and recreation camps, congress centers, etc.

TO individual accommodation facilities include own dwellings used by visitors - apartments; villas; mansions; cottages, rooms rented from individuals or agencies; premises provided free of charge by relatives and friends.

But still, the main, classic type of tourist accommodation enterprise is a hotel.

There are different classifications of hotels. In the theory and practice of the hotel industry, it is widespread to divide hotels into groups based on the amenities they provide and the range of services they provide. These classifications establish whether a hotel category matches an accepted standard of service. Based on the results of certification, each hotel is assigned a certain category, which depends on the quantitative and qualitative characteristics of its building, rooms, infrastructure, life support system, as well as the level of comfort, range of basic and additional services, personnel qualifications, and service culture.

The rank is reflected in the prices, prestige, and composition of the hotel’s clientele. It allows the traveler to freely navigate the tourism market: compare hotels in terms of quality and cost of service and choose the right one.

The classification of hotels according to the level of amenities and range of services is accepted throughout the civilized world. In total, there are over 30 classifications. These classifications differ not only in symbolism, number of categories, but also in service standards. These differences stem from the historical and cultural characteristics of states and are determined by national traditions, customs and habits.

For example, good hotel in Austria and Germany must first of all have a wide range of wine and beer, and in Spain and Portugal - tobacco products. If in France the class of a hotel largely depends on the presence of a bidet, then in Greece and other southern European countries air conditioning is important in the room.

Numerous attempts by the WTO, the European Union Hotel and Restaurant Industry Committee, and the International Hotel Association to introduce a unified classification of hotels in the world have been unsuccessful.

The most common classifications are:

The star system used in France, Austria, Hungary, Egypt, China, Russia and a number of other countries in international tourism exchange;
- letter system used in Greece;
- the “crown” system, characteristic of Great Britain;
- discharge system, etc.

Let us consider the features of these classifications.

The most common classification of hotels is the French national classification, according to which all hotels, depending on their comfort, are divided into categories conventionally designated by stars.

Austria is one of the recognized world leaders in receiving tourists. That is why there are more than 20 thousand hotels in the mountainous part of the country alone.

The cheapest accommodation facilities include “youth hotels”, of which there are at least 100 in Austria (for comparison: in Russia - less than 10). These inexpensive youth hostels offer accommodation for those interested, although any special facilities are unlikely to be guaranteed.

Hotels in Austria are rated according to a five-star system, but in rural areas there are often so-called “out-of-category hotels” - small one-, two-, three-story houses, often served by a farming family.

Austrian hotels of the three- to five-star category, at first glance, differ little from each other. Most hotels of this class have a swimming pool, sauna, restaurants, buffets and solariums. The similarity is aggravated by the “romantic style” widespread in Austria, in which the interiors of many hotels are designed. It implies the presence of old household items, harmoniously combined with modern technology.

Sometimes the equipment in a three-star hotel may be better (thanks to, for example, a swimming pool) than a four-star one. In general, hotels in the two highest categories justify their star rating thanks to more spacious rooms and a wide range of services provided.

Five-star hotels differ from four-star hotels in additional “trifles” and a higher level of service.

When classifying hotels in Egypt, stars are also used, but it must be borne in mind that, compared to the European system, they are overestimated by approximately 1/2 star.

In China at the beginning of 1996, there were about four thousand accommodation facilities, for the evaluation of which the widespread five-star system is used, although, in addition to it, the country also has its own specific scale, according to which the most primitive reception bases include “guest houses” ( zhaodaisuo). These inns, or hostels, can be compared to student dormitories.

“Guest houses” (binguan) are considered more comfortable. Essentially, these are two- to three-star hotels.

The most prestigious accommodation facilities that meet the requirements for hotels of the three-four star category include tourist hotels, and hotels of the four-five star category include “wine houses” (jindian).

At the same time, Chinese standards are in no way inferior to European ones.

In Greece, the “letter system” of classification is popular, although you can see the usual stars on the facades of hotels.

All Greek hotels are divided into four categories: A, B, C, D.

Hotels of category "A" correspond to a four-star level, "B" - to a three-star level, and "C" - to a two-star level. Top-class hotels are often awarded the “de luxe” category. But, despite the above classification, accommodation facilities in Greece, which have the same category, differ significantly from each other.

The least demanding accommodation facilities include apartments (modest apartments in small houses).

Hotels that claim to be of the highest level usually meet international requirements.

The classification of English hotels is quite complex. Some catalogs offer a completely traditional star category, but, as a rule, the facades of hotels depict crowns rather than stars. To transfer a hotel category from the “language of crowns” to star, you need to subtract one from the total number of crowns. Thus, London's Royal Norfork Hotel can be presented as either a three-star hotel or a four-star hotel.

But the classification proposed by the association of British travel agencies - British Travel Authority (BTA) is considered the most correct:

- budget hotels(*). Located in the central part of the city and have a minimum of amenities;
- tourist class hotels(**). The hotels have a restaurant and bar;
- middle class hotels(***). The level of service is quite high;
- first class hotels(***). Very high quality of accommodation and excellent level of service;
- luxury hotels(*****). The level of service and accommodation is top class.

Compared to other countries, English hotels have a number of features. It must be borne in mind that some London ones are completely privately owned, some are owned by joint stock companies, companies, etc. All other things being equal, preference is given to hotels in the hands of one owner.

Despite the fact that a significant part of English hotels are managed by local managers, many of them are part of large international chains. Moreover, interest in British property on the part of representatives of chains is increasing year by year.

Italy's hotel base is represented by 40 thousand hotels scattered throughout the country.

The classification of Italian hotels is quite confusing, although travelers can often see familiar stars above hotel doors. There is no official “star” scale in the country.

According to the standards adopted in Italy, hotels are differentiated into three categories. It can be assumed that the first category conditionally corresponds to the level ****, the second - ***, the third - **. In addition, within each category there is its own arbitrary gradation.

To the most noticeable distinctive features Italian hotels should be attributed to their small size (50-80 rooms). As a rule, small hotels rarely claim to high category and correspond to the two-star level, although in the Alpine resorts there are small hotels whose equipment and level of service meet the highest requirements.

Four-star hotels differ from three-star hotels in being more comfortable.

Some of the shortcomings of Italian hotels are fully compensated by certain advantages, which include the presence of a large number of well-equipped conference rooms.

It has a high-class resort and hotel complex on the shores of the Mediterranean and Red Seas.

The number of hotels is increasing, and the star classification that existed there 7-8 years ago has been canceled. In its place, a differentiation of hotels into three categories arose. Nevertheless, travel agency employees continue to rate Israeli hotels on a star scale for the convenience of clients.

In three-star hotels in Israel, despite their well-known modesty, clients have the opportunity to receive the minimum set of services necessary for a good rest.

Four-star hotels differ from three-star hotels not only in greater comfort, but also in a better location and a higher level of service.

In Spain there is also a gradation of accommodation facilities by category:

Hotels of five categories from * to ***** stars;
- hotel-type houses, bungalows, etc. (hoteles-apartamentes) four categories from * to **** stars;
- inns (hostales) of three categories from * to *** stars;
- boarding houses (pensiones) of three categories.

In addition, there are state-owned tourist reception enterprises (paradores), subordinate to the State Ministry of Tourism. They are located mostly in the most picturesque areas, where there are almost no other options for accommodating visitors. These include old fortresses, castles and palaces, which are equipped as luxury hotels.

Thus, each country has its own classification of hotels, and even hotels belonging to the same category, but located in different countries, have their own differences.

The category of the hotel where the tourist will be accommodated must be indicated on the tourist voucher. The type of accommodation is also indicated there: single room (SGL); Double Room- DVM (DBL); triple room - TRP.

The activities of accommodation enterprises are characterized by the following indicators: number of rooms, class, load factor, range of services and their cost. 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 small hotel is one that is maintained and managed by members of the same family.

In addition, hotels are divided into types and types.

Aquatel- a stationary ship taken out of service as a means of transport and used as a hotel.

Aparthotel- a hotel consisting of apartments, the price of which does not depend on the number of guests living in it. Designed for self-service, including self-cooking, therefore rooms are required to have kitchens with the necessary equipment.

Business hotel- a specialized hotel for servicing businessmen.

Botel- a small hotel on the water.

Bungalow- a small building made of light materials used to accommodate tourists. Widely distributed in international youth tourist centers.

Motel- a hotel for motor tourists, located near the highway. These roadside hotels, in addition to comfortable rooms, provide parking lots, gas stations and service stations.

Hotel- a traditional type of hotel enterprise, located, as a rule, in big city or resort. It has large staff service personnel, provides a wide range of additional services and a high level of comfort.

Tourist shelter- a place to rest on a route with an active mode of travel or for a short stay of tourists. Usually located in mountainous areas, etc.

Rotel- a mobile hotel, which is a carriage with single or double rooms, there is also a shared kitchen and toilet.

Flotel- a floating hotel, a large hotel on the water.

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Hotel industry

Nowadays, the hotel industry is a highly competitive industry. More and more often we are witnessing how new restaurant or a hotel that aims to satisfy 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.

The peculiarity of hotel marketing follows from the characteristics of the hotel product, its fixity in time and space. It is not possible to change numbers significantly in a short period of time, store them for future sale, or follow them to consumers.

The demand for hotel services is fickle, depends on the time of year, and is 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.

1. Basic concepts of the hotel industry.

The hospitality industry is a collection of enterprises that provide various services for receiving and serving guests. This definition is very close to the concept of modern hotel complexes, since they provide not only accommodation services (accommodation), but also many different related services.

Hotel activities in Russia mean the activities of legal and individuals(individual entrepreneurs) who have or are vested in the prescribed manner with property rights to any collective accommodation facility (with a capacity of at least 10 places) under the direct order and management of it to provide services for temporary accommodation (residence) and services to citizens.

The following concepts are used in the Russian hotel industry:

hotel - a property complex in which accommodation and meals are provided to guests;

room - a room consisting of one or more places (single reservation element);

place (bed) - an area with a bed intended for use by one person.

In international practice, in accordance with the recommendations of the World tourist organization All accommodation facilities are divided into two categories: collective and individual.

Collective accommodation facilities include hotels and similar accommodation facilities, specialized establishments, and other collective establishments. WTO definition of hotel.

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

From this definition we can derive the main characteristics of a hotel:

* availability of numbers, and their number must be no less than the minimum established by law (for Russia - 10);

* subordination of all numbers to a single management:

* availability of a certain set of services (room cleaning, daily

making beds, cleaning bathrooms, Additional services);

* compliance with a specific class or category.

Similar establishments include boarding houses and furnished rooms, which consist of rooms and provide a certain, usually limited, range of hotel services.

The difference between specialized institutions is that they can additionally provide any specialized services, such as medical, health resort, etc.

Other community facilities are any facilities intended for recreational purposes that provide limited hotel services. These include: complexes of houses and bungalows, sites for caravans, tents, bays for small vessels, etc.

Individual accommodation facilities include citizens’ own homes provided for a fee or without payment: apartments, villas, cottages, mansions, rooms, etc.

2. The most common classification systems.

2.1. By location.

According to the location of the hotel there can be:

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

2) located on the sea coast. In this case, the distance to the sea is very important (50 meters, 100, 150, 200, 250,300);

3) located in the mountains. Usually these are small hotels in picturesque mountainous areas on the tourist route in the most convenient place recreation. A mountain hotel, as a rule, contains the necessary equipment for the summer and winter holidays of its guests, for example, mountaineering and ski equipment, lifts, etc.

2.2. By duration of work.

Based on the duration of operation, hotels are divided into:

Working all year round;

Seasonal (two-season and one-season).

2.3. By length of stay of guests.

Hotels are classified according to the length of stay of guests:

For long stay clients;

For a short stay.

2.4. According to room prices.

Based on room prices, hotels are classified into:

Budget ($25-35);

Economical ($35-55);

Medium ($55-95);

First-class ($95-$195);

Apartment ($65-125);

Fashionable ($125-425).

2.5. According to the level of comfort.

Classification of hotel enterprises by comfort level plays a huge role in solving issues of managing the quality of hotel services. Main criteria:

State 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 and condition 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.

2.6. According to room capacity.

Room capacity refers to the number of places (rooms) that can be offered to customers at the same time.

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

Small - up to 100-150 rooms;

Medium - from 100 to 300-400 numbers;

Large - from 300 to 600-1000 rooms;

Giants - more than 1000 rooms.

2.7. According to the functional purpose of the hotel enterprise.

Target hotels are divided into:

A. Business hotels serving persons on business trips and trips. Hotels in this group are best known as hotels for congress services: servicing symposiums, congresses, meetings, conferences, 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 city centers;

The predominance of single rooms in the number of rooms;

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

Availability of apartments in the hotel room;

Availability of special premises for business events;

Availability of special technical equipment;

Availability of financial support services;

Ensuring the provision of high quality food;

Equipment for parking lots and garages.

B. Hotels for recreation (resort, tourist).

Resort hotels. The concept of a “resort hotel” provides for the provision of accommodation, food and a number of additional services to people seeking relaxation and restoration of health.

Tourist hotels. The essence of the “tourist hotel” concept comes down to the following:

A tourist hotel is usually located on tourist routes and accepts clients from these routes;

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.

Description of work

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.

The modern appearance of the hotel industry emerged in the second half of the 20th century. In the 60-70s of the last century, dramatic changes took place in the global hotel business. If at the end of the 19th - beginning of the 20th centuries. While the hotel was an individual and often family establishment, a modern hotel is a complex business enterprise that performs a variety of production, economic, and management functions. The industrialization of the service sector in general and the hotel industry in particular has promoted large, technically and technologically well-equipped hotel complexes, corporations, and chains that unite thousands of hotels around the world to leading roles. The small, family-run hotel business has moved to the periphery of tourist flows and occupied market niches in accordance with its volumes and potential.

Serious, evolutionary changes have occurred not only in the principles and methods of hotel management, but also in the hotel product itself - it has become high-tech and completely consumer-oriented.

A brief retrospective analysis of the development of the global hotel industry in the 20th century. allows you to select several periods.

FiftiesXXV. - industrialization and large-scale market segmentation of the hotel industry.

During this period, one of the alternative marketing strategies in the hotel industry was applied. The essence of this innovative approach was the development of a network of roadside accommodation facilities, or motels, under the Holiday Inn brand. This approach has contributed to the emergence of two main supply segments, or product types, in the hotel industry:

The first type is a hotel as a product of the city's business center, intended mainly for business tourists;

The second type is the motel, which provides a country hotel product designed to serve the independent traveler and family vacation market.

The 60s to 80s are considered the golden age of the hotel industry.XXV.

During this period, there is a process of rapid construction of new hotels around the world - both in America and in Europe, Asia and Australia. The large-scale increase in capacity of the global hotel industry is being stimulated by the overall economic recovery, as well as the dynamically growing demand for products and services of the hospitality industry.

In the 90s of the XX century. rapid growth gives way to decline, after which from the beginning of the 21st century. A period of relative stabilization in the hotel business begins.

In the current environment, hotel companies operate in a very tough competitive environment. Competition in the hotel services market is intensifying under the influence of factors such as the development of acquisition and consolidation strategies; entry of new companies into the market; application of progressive marketing strategies for market segmentation.

An example of a successful application of a consolidation and acquisition strategy is the activities of the French company Accor or the merger of Days Inn and Holiday Franchis Systems. Such actions allow the merged companies to benefit from increasing their market share, conquer new segments, and reduce costs for marketing, developing corporate programs, promoting hotel products and training.

In our country, it is advisable to consider the development of the hotel industry starting from the Soviet period.

The hotel industry in the USSR was one of the service sectors. It begins to develop at a particularly rapid pace in the post-war period. If in 1940 there were hotels in only 669 cities (out of 1241), their total number reached 793 with a total capacity of 64 thousand beds, and hotel enterprises were predominantly only in large metropolitan and resort towns(Moscow, Leningrad, Kyiv, Minsk, Sochi, Yalta, Odessa, etc.), then already in 1960 there were 1,476 hotels in the USSR (in 1,364 cities out of 1,685), the capacity of which reached 137 thousand beds.

However, it should be noted that if until 1960, when planning the construction of hotel enterprises, the main attention was paid to quantitative parameters, and their construction was mainly entrusted to municipal authorities, then in subsequent years it was more often carried out through capital investments of various ministries and departments. Thus, the construction of new hotel enterprises that meet modern engineering, technical and architectural requirements has begun on a significant scale through departments such as the USSR State Committee for Foreign Tourism (Goskominturist), Central Council for tourism and excursions of the All-Russian Central Council of Trade Unions, Bureau of International Youth Tourism "Sputnik", Ministry of Civil Aviation of the USSR (Aeroflot), etc.

As a result, by 1980 the USSR hotel industry consisted of about 7 thousand enterprises, and their one-time capacity exceeded 700 thousand places. During this period, large hotel complexes were created, hotels, motels, campsites were built, and entire resort areas were formed. Thus, in the Baltic states a resort area is being created on the coast of the Baltic Sea, large resort areas are being formed in the Crimea and on the Black Sea coast of the Caucasus.

Through the local Councils of People's Deputies, communal hotels are being built in cities of the union, republican, regional and district subordination, their number increases as the economic potential of the country grows.

Departmental hotels, boarding houses, motels, campsites and tourist camps are being intensively built. Stimulate the development of the hotel base expansion domestic tourism in the country and the growing needs of the population for sanatorium and resort services. In the 60-70s, the sanatorium and resort business began to actively develop in Georgia, Ukraine, and in the regions of Siberia and the Far East.

Hotel complexes, motels and campsites are being built on all tourist routes of the country, in historical places, in industrial zones, and in new cities. Over the years, hotel complexes have been commissioned in the Elbrus region and Dombai, in the North Caucasus, on the coasts of the Baltic, Black and Caspian seas, near Lake Baikal, in tourist centers of Transcarpathia. Foreign tourism is becoming increasingly large, only through the State Committee for Tourism in 1971 -1975. 25 hotels with 14 thousand beds were built. In 1976-1980 Another 36 hotels were put into operation in 24 cities of the USSR, 5 motels and 5 campsites.

However, the issue of quality remains a weak link in the development of the hotel business of that period. As a rule, the level of quality of service and the category of rooms did not meet international standards in the field of tourist accommodation. To solve this serious problem, large hotel complexes are being introduced. These include the Pribaltiyskaya (in Leningrad) and Yalta (in Yalta) hotels with a capacity of 2,400 beds each, the Zhemchuzhina hotel complex, as well as the Dagomys hotel complex with a motel (Sochi). A large number of hotels are being built in the cities of the Golden Ring, in ancient historical centers such as Suzdal, Vladimir, Pskov, Novgorod, on the Solovetsky Islands and other places of interest.

Moscow's hotel industry is receiving special development. Its rise, in particular, was caused by preparations for the XXII Summer Olympic Games in 1980

During this period, 25 operating hotels of the Moscow City Executive Committee were overhauled and updated, hotels of the State Committee for Tourism and other departments were thoroughly reconstructed. The Sayany hotels with 520 beds and the Voskhod hotel with 1,400 beds were put into operation. The State Committee for Tourism commissioned the Cosmos hotel complexes for 3,400 beds and the Sevastopol hotel complex for 4,000 beds. An important milestone The development of the hotel business in Moscow included the construction of the largest tourist complex “Izmailovo” for 10 thousand places, as well as the hotel and tourist complex “Salut” for 2020 places.

The USSR's first Center for International Trade and Scientific and Technical Relations with foreign countries- All-Union Association "Sovincenter" of the USSR Chamber of Commerce and Industry, which included 2 hotel complexes - "International" and "Soyuz" of the luxury category. All these hotel enterprises had a developed and modern service infrastructure, including catering establishments, congress halls, cinema and concert halls, and sports facilities. And despite the time that has passed since then, as well as serious socio-economic and political changes, these hotel enterprises still largely determine the face of the Moscow hotel industry.

In the post-Soviet period, from 1991, a rather difficult and painful stage began in the domestic hotel business. With the collapse of the Soviet Union, the unified economic and political space is violated, the process of privatization of state property begins, which also covers the hotel industry, the usual administrative and economic system is destroyed, most of hotel enterprises are corporatized, some enterprises become collective and individual property. Against the backdrop of such complex, revolutionary transformations, the profitability of hotel enterprises is catastrophically decreasing, the occupancy rate of rooms is decreasing, the quality of services provided is falling, and staff turnover is increasing.

Hotel giants find themselves in a particularly difficult situation. Hotel and tourism technologies formed during the Soviet period were designed for massive tourist flows, based on subsidies from state public and trade union funds. The change in the socio-economic policy of the state, the transition to a system of market relations create conditions for fierce competition between hotel enterprises, in addition, the aging of the material and technical base, lack of investment and lack of highly qualified personnel put many hotels on the brink of survival. In 1996, according to Goskomstat, the Russian hotel services market had 5,294 accommodation facilities, including 4,150 hotels with a one-time capacity of 410,592 beds, which was approximately 2% of the global figure and 4% of the pan-European figure. One of the market characteristics of the hotel industry is that room occupancy was about 30%.

However, general development forecasts show that it is possible to increase the efficiency of development of hotel facilities by 3-3.5 times, i.e. a breakthrough in the field of hotel services in Russia is quite real. This requires a high degree of presence of foreign companies in the national market and increased activity and mobility of the population within the country.

Capital cities play a special role in the development of the national hospitality industry. Analyzing the development of the Moscow hotel complex, it should be noted that the state of affairs in the capital's hotel industry differs from the general situation in the country. Thanks to the targeted policy of the Moscow Government, today the city is the undisputed Russian leader in the main economic indicators of hotel activity, which in a number of parameters are quite comparable with international standards.

The crisis of August 1998 manifested itself in a slight slowdown in the growth of business activity indicators in the Moscow hotel market. The bankruptcy of the largest banks for some time slowed down the implementation of plans for the development of the capital's hotel complex. However, already in January 1999, another Marriott hotel opened in Moscow, the Hilton corporation announced its intentions to continue the construction of a new hotel, and other hotel complexes also showed interest in developing the hotel business in Moscow.

According to the Committee on Foreign Economic Activity of the Moscow Government, in 2001 there were 175 hotel-type enterprises of various forms of ownership operating in the city. In addition to hotels, they included other accommodation facilities, such as motels, campsites, hotels at markets, houses for hunters and fishermen. In total, there are 164 hotels operating on the Moscow hotel market with a total room capacity of 35,873 rooms for 65,326 beds, of which there are 8 five-star hotels, 22 four-star hotels, 47 three-star hotels, 43 two-star hotels, and 44 one-star hotels. Distribution The distribution of hotel complex facilities across the administrative districts of the capital is uneven. Thus, the largest number of hotels (31.7% of the total) are located in the Central Administrative District. Moreover, the most expensive hotels are concentrated here: all eight of the five-star hotels in Moscow and more than two-thirds of the total number of four-star hotels. Of the other administrative districts of the capital, the North-Eastern District stands out with a relatively large number of hotels, in which 26 hotels are located, accounting for 15.9% of their total number.

Dynamics of fluctuations in the average monthly occupancy of hotels of various classes during 1999, 2000 and 2001. had the same seasonal cycles. Thus, for hotels of all classes, the lowest occupancy rates were observed in January; from February to April there was an increase in occupancy levels; in April and May there was a slight decline (especially pronounced for inexpensive hotels), the peak load always occurred in June, then in July and August, increased in September and remained at a new, higher level until November. By the end of the year, there was a slight decline in occupancy rates. As in previous years, in 2001 the highest occupancy was typical for one- and two-star hotels (about 75%), for three-star hotels the typical occupancy rate was 66.7%, four- and five-star hotels in Moscow were in less demand , their average occupancy rate is 55%. It should be noted that the listed occupancy rates of the capital’s hotel enterprises are significantly higher than the all-Russian indicator, which is about 30%.

It should be noted that the capital's hotel complex has sustainable development prospects, which are determined by the Tourism Development Program in Moscow for the period until 2010.

In accordance with the Master Plan for the Development of the City of Moscow for the period until 2020, it is planned to build new hotels, as well as reconstruct existing ones with the number of rooms and accommodations for the period until 2005 - about 6,500 rooms (10 thousand beds) and 5,590 rooms (9,500 places) respectively, mainly in the central part of the city. The categories of newly built hotels are determined in accordance with the projected flows of tourists and guests. In this regard, priority is given to the construction of middle-class hotels, including small ones, to most fully meet the needs for accommodation facilities for citizens arriving in the capital for business and tourism purposes.

Among the new hotels proposed for construction in 2001-2005 are a hotel on Novinsky Boulevard as part of a hotel and business center, a Hilton on Nikitsky Boulevard, a Big Hilton on Neglinnaya, a hotel on Ilyinke Street as part of the Gostiny Dvor center " It is planned to reconstruct the hotels "Intourist", "Beijing", "Budapest", "Russia", "Moscow", "Ukraine", "Central", "Ostankino", "Tourist" and "Volga".

Introduction

Hotel classification is the determination of whether a particular hotel and rooms meet criteria or service standards.

The hotel classification began back in those days when there were very few trustworthy establishments. The classification was intended to provide safe and quality accommodation and food services to travelers. For hotels, classification is a way to provide the consumer with information about the quality of service, infrastructure and other capabilities of the enterprise, thus helping potential clients and demonstrating their loyalty to them. For consumers, the classification means greater consistency in hotel ratings. Hotel enterprises are classified according to various criteria. The most commonly used among them are: level of comfort, capacity of the silent fund, functional purpose, location, duration of work, provision of food, length of stay, price level, form of ownership.

Currently, there are more than 30 hotel classification systems in the world, and each country has adopted its own national standards. National systems classifications supported by the state or national hotel associations through national standards and legalized rules for certification of hotel services relate mainly to the quantitative characteristics of the material base, completeness of service, level and quality of hotel services.

Basic concepts of the hotel industry.

Hotel activities in Russia are understood as the activities of legal entities and individuals (individual entrepreneurs) who have or are vested in the prescribed manner with property rights to any collective accommodation facility (with a capacity of at least 10 places) at the direct disposal and management of it for the provision of temporary accommodation services (accommodation) and services to citizens.

The following concepts are used in the Russian hotel industry:

hotel - a property complex in which accommodation and meals are provided to guests;

room - a room consisting of one or more places (single reservation element);

place (bed) - an area with a bed intended for use by one person.

In international practice, in accordance with the recommendations of the World Tourism Organization, all accommodation facilities are divided into two categories: collective and individual.

Collective accommodation facilities include hotels and similar accommodation facilities, specialized establishments, and other collective establishments. WTO definition of hotel.

From this definition we can derive the main characteristics of a hotel:

* availability of numbers, and their number must be no less than the minimum established by law (for Russia - 10);

* subordination of all numbers to a single management:

* availability of a certain set of services (room cleaning, daily

making beds, cleaning bathrooms, additional services);

* compliance with a specific class or category.

Similar establishments include boarding houses and furnished rooms, which consist of rooms and provide a certain, usually limited, range of hotel services.

The difference between specialized institutions is that they can additionally provide any specialized services, such as medical, health resort, etc.

Individual accommodation facilities include citizens’ own homes provided for a fee or without payment: apartments, villas, cottages, mansions, rooms, etc.

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

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 should be quick and error-free. The main function of a hotel automated management system is to simplify and speed up this process.

A somewhat different situation occurs 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), and administration. This is where most of the information flows, where it is systematized, analyzed and extrapolated. This is the so-called "back-office" hosting facility.

IN last years The hotel market is characterized by an increase in supply while a simultaneous reduction 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 directions for creating 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, the buyer of a service is less likely to complain about it 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 big 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 most powerful system economy of the region or tourist center and an important component of the tourism economy.

In rapidly changing market conditions, the most important marketing function of any tourism 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 it is interested in, 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 in certain time and a specific 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 enough on the market a large number of buyers 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 raise prices, since when 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.