Business services in the hotel. The state and prospects for the development of hotels for business people in the Republic of Belarus (on the example of the hotel complex "Victoria")

Business services in the hotel

Modern business hotels are usually located in the city center or its business district - in areas convenient for target groups. This is the largest group of hotels. It serves mainly businessmen. But, despite this, many tourist groups, tourists - individuals, small conference groups find these hotels attractive. The services of guests in these hotels are newspapers, morning coffee, local telephone, cable TV, etc. Guests can use a rented car, transport from the airport, a cafeteria, a dining room, etc.

Most of these hotels have conference rooms, deluxe rooms and banquet halls. It offers - laundry, dry cleaning, providing the necessary information, retail kiosks, swimming pools, health clubs, tennis courts, saunas, sports grounds.

For such hotels, it is obligatory to build an open parking lot or garages for personal vehicles. With regard to catering, the number of places in the eating places in a business hotel is less than bedrooms.

There is a general list of such services:

Availability of a business center;

Negotiation rooms;

Conference rooms;

Banquet halls;

The possibility of organizing meetings and various banquets, weddings, anniversaries, as well as special services from coffee breaks to official banquets;

Provision of translation services;

WI-FI - Internet;

Telephone communications;

Conference equipment:

Slide - projectors;

Flip charts;

LCD projector;

TV set;

Record player;

Black, white and flannel stands;

Stands with paper;

Stationery items;

name cards;

Functional requirements for business hotels:

Location near the administrative and other city centers, there is no need for a green area;

The predominance of single rooms;

Mandatory presence of a working area;

Availability of rooms for meetings;

Good isolation of rooms from external irritants that can interfere with work.

Public premises, at the request of residents, must have:

Telegraph, telefax, teletype;

Premises for meetings, exhibitions of products, etc.;

Hall for meetings, banquets, meetings with an additional entrance across the street;

Premises for work of secretaries with equipment;

Bank branch.

In addition, secretarial services, simultaneous translation booths, facsimile and photocopiers may also be included here.

Most or all rooms of a business hotel (3-4 *) are equipped with the latest means of communication and are maximally adapted not only for the rest of hotel guests, but also for their full-fledged work. For businessmen, each room has several telephones with direct dialing and voice mail function, a comfortable desk, and the ability to connect to the Internet directly from the room. Each room has a personal electronic safe.

If the hotel does not work exclusively with business clients, then the accommodation of such guests is carried out in "regular" rooms, which have a "working area" equipped as a small office. There is usually a large desk, a comfortable table lamp, a printer and an ergonomic office chair. In all other respects, this is an ordinary standard room - the same area, TV, telephone, mini-bar, air conditioning and safe.

Hotels provide conference rooms, usually several, of different sizes for meetings and conferences of the highest level.

It also offers a shuttle service (individual and group) to the airport and railway stations. VIP service at airports, car rental with a driver, visa support and medical insurance policies are possible. As well as booking and selling tickets to theaters, concert halls, circuses and restaurants.

Also, access to the Internet can be carried out in a specially designated place - the Internet room. It works around the clock and is extremely convenient for working people. At any time of the day, a businessman can send or receive the information he needs via the Internet.

Also, business services include the organization of banquets and other public events.

Central Committee of Economic Disciplines and Service

MDK 03.01 Organization of guest service during the stay

Course work

on the topic: "Organization of business services in hotels"

Lecturer _______________ Potapova I.I.

Student gr. 12GS9 ______________ Kuzmina A.V.

Moscow, 2015

Introduction.. 3

I. The concept of business services and the rules for their provision in hotels .. 5

1.1. Features of hotels providing business services. 5

1.2 List of business services. 7

1.3 Organizational structure of personnel. eight

2.2 Analysis of the characteristics of hotels. fourteen

III Identification of the pros and cons of the Renaissance Moscow Olympic Hotel.. 17

3.1 General characteristics. 17

3.2 Advantages and disadvantages of Renaissance Moscow Olympic Hotel. eighteen

Conclusion.. 21

References... 23

Introduction

In our time, one in four of the tens of millions of people who leave their homes every day to go on trips near and far, short-term and long-term, do this for business reasons. And the whole huge sector of trips made for a wide variety of business purposes is called business tourism. Business tourism plays an important role in the development of the national economy of any country, actively contributing to its integration into the world market. Business tourism is very multifaceted. Over 73% of its volume are corporate trips - both individual business trips and to participate in events held by industrial and commercial corporations. This also includes intensive tours - trips organized by companies in order to motivate employees who are mainly engaged in the promotion and sale of goods produced by this company. Trips associated with participation in congresses, conferences, seminars under the auspices of political, economic, scientific, cultural, religious and other organizations account for about 16% of the business tourism market. And, finally, 11% of the volume of business tourism is occupied by trips to visit trade and industrial exhibitions, fairs and participate in their work. Every year business, cultural and scientific ties between regions and countries become more and more intense.

The need to organize and service both corporate trips and numerous events in the field of business tourism caused the creation of a powerful service industry. The infrastructure of business tourism includes: exhibition and congress centers, hotels with business services, business aviation, payment systems, modern technologies, thanks to which a business person, regardless of his location, is able to keep abreast of his business.

This topic is very relevant at the present time, since the tourism and hospitality industry, being part of the service sector in the country's economy, is one of the fastest growing sectors of the economy. And business services, in turn, are provided in hotels, including domestic ones, everywhere and are among the most common and in demand, and bring impressive profits to hotel owners.

The purpose of this course work is to show the principles of providing business services in modern hotels, their diversity and relevance.

To achieve this goal, it is necessary to solve the following tasks:

Study of theoretical aspects of business service;

Studying the practical aspects of business service;

Analysis of the activities of hotels providing business services.

The object of the study is the business service in hotels.

Hotels providing business services - the subject of this course work.

I. The concept of business services and the rules for their provision in hotels

Features of hotels providing business services

Business service hotel - a hotel that includes additional services (such as business service) in the list of its services. Business-service hotels are designed for travelers, business people and everyone who daily needs comfort, quick communications, convenient location and helpful staff with a mandatory knowledge of a foreign language.

For many guests, comfortable conditions for living and working are especially important. Thus, most hotels in Moscow have taken care that, if necessary, guests can work without leaving the hotel.

Such a clientele presents certain requirements for hotels. The main ones are:

· Location in the city center;

· The combination of all the features of a home environment with the features of an office - a full range of communication services, office equipment, computer equipment, etc.;

· Hotels should have a convenient and reliable reservation system;

· Quick check-in and check-out;

· Acceptable price;

· Convenient for the client form of payment with the provision of a copy of the invoice for reporting to the company;

24 hour room service, etc.

First of all, when organizing meetings and congresses, the hotel must ensure the security and privacy of the meetings.

Modern hotels are usually located in the city center or its business district - in areas convenient for target groups. This is the largest group of hotels. It serves mainly businessmen. But, despite this, many tourist groups, tourists - individuals, small conference groups find these hotels attractive. The guests of these hotels have newspapers, morning coffee, local telephone connection, cable TV, etc. Guests can use a rented car, transport from the airport, a cafeteria, a dining room, etc.

In addition, this may also include secretarial services, booths for simultaneous translation, facsimile and photocopiers.

Hotels provide conference rooms, usually several, of different sizes for meetings and conferences of the highest level.

It is desirable to have a business center. It consists of several conference halls of different capacity, meeting rooms, furniture and stationery. Necessary additional and special equipment can be rented at the hotel service bureau for an additional fee. In addition, it is possible to receive additional services - this is the organization of excursion trips with the provision of guides - translators; it is possible to book and sell air and railway tickets, as well as to book tables in restaurants. A full range of business services is available for the guest 24 hours a day, from copying documents to car rental.

The hotel offers a shuttle service (individual and group) to the airport and railway stations. VIP service at airports, car rental with a driver, visa support and medical insurance policies are possible. As well as booking and selling tickets to theaters, concert halls, circuses and restaurants.

Access to the Internet can be carried out in a specially designated place - an Internet room. It works around the clock and is extremely convenient for working people. At any time of the day, a businessman can send or receive the information he needs via the Internet.

Also, business services include the organization of banquets and other public events.

List of business services

The list of business services in business-oriented hotels is quite large, since there is a demand for them and this is a huge plus for the hotel, because many people look at whether the services they need are available before choosing a hotel. And of course it is important that they are well provided.

The list of business services is presented in table 1.

Table 1

List of business services

Service	Payment (included in the price)	Who provides (staff)	Additional services
Negotiation rooms	Not		screens; slide - projectors; flip charts; LCD projector; TV set; stationery items.
Conference rooms	Not	Hotel reception, business center reception	screens; slide - projectors; flip charts; LCD projector; black, white and flannel stands; stands with paper; office supplies; name cards.
Banquet halls	Not	Food service	screens; slide - projectors; LCD projector; microphone; stands with paper; name cards.
Organization of holidays and meetings	Not	Marketing department	screens; slide - projectors; flip charts; stands with paper; office supplies; name cards.
Provision of translation services	Not	reception	-
WI-FI - Internet	Yes	reception	-
Telephone communications	Yes	reception	-
Conference Equipment	Not	Hotel reception, business center reception	screens; slide - projectors; flip charts; LCD projector; TV set; record player; black, white and flannel stands; stands with paper; office supplies; name cards.

As a result of studying this chapter, the student should:

know

goals and objectives of units for the provision of additional and related services;
the role and importance of these divisions in the activities of a modern hotel enterprise;
technologies for providing additional and related services;
job responsibilities of employees of departments for the provision of additional and related services;

be able to

organize customer service in departments but provide additional and related services, taking into account the rules and norms of international service, modern technologies, forms and methods;
maintain documentation related to this service;
organize the work of service personnel;

own

Methods for assessing and monitoring the quality of the provision of additional and related services in accommodation facilities.

The guest staying at the hotel should feel comfortable; for this, in addition to providing rooms, it is also necessary to provide a wide range of additional services. The range of additional services is determined by the category, purpose, specifics, capacity of the hotel enterprise and other factors. In hotels with a high level of service, the following are required: a business center, a service bureau, a health center, car services, etc., creating conditions for successful work, accommodation and recreation of guests, as well as being a source of additional income for hotels (the share of these incomes can reach 30% ).

Technology of the business center

Business center ( business center) as a structural unit of a large hotel, it usually reports to the manager or deputy manager of the hotel. A business center is necessary primarily for business tourists - people who come for business purposes; here guests can provide the following services:

use of satellite long-distance, international telephone and facsimile communications;
copying works, renting laptops, tablets;
lamination, stitching;
providing guests with a computer for use or installing a computer in the room (at the request of the guest), performing work on the computer;
provision of translation services (written translation from a foreign language into Russian, written translation from Russian into a foreign language, simultaneous interpreter services);
provision of services of a secretary, stenographer;
editing;
rental of video and audio equipment;
the ability to work on the Internet;
rent of special premises for holding conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences.

In high-class hotels, the business center operates as follows: round-the-clock work or on weekdays - from 7.30 to 23.00; on weekends and holidays - from 9.00 to 21.00.

In some hotels, the business center also provides guests with vehicles (Car Rental Service).

Large Russian hotels with foreign capital, as a rule, have their own fleet of cars. Moreover, car brands of those countries whose representatives are the co-founders of this hotel enterprise are mainly used. So, in a hotel with French management, most likely, such car brands as Renault, Peugeot will be at the disposal of guests, and in hotels with German management - BMW, Audi, Volkswagen, etc. Thus, hotel enterprises support their manufacturer. Hotels with a high level of service should provide a wide variety of transport services. Guests can use the car rental service (Rent A Car) with a driver for a trip, for example, to the airport, train station, on business, for an excursion, to visit shops, sports and cultural and entertainment institutions, restaurants, theaters, etc. Typically, hotels practice car rental exclusively with a driver (and this is not an extra security measure). To work with the clients of the hotel, the most qualified, responsible drivers with extensive experience in transport are allocated. In high-class hotels, drivers speak foreign languages, are able to keep up a conversation with guests, talk about the city, about the sights. Drivers must be diplomatic, must keep the confidentiality of information heard from customers during the service; at the same time, sociability, sociability and punctuality are also indispensable professional qualities. The driver must be alert, assist passengers when entering and exiting the vehicle, help passengers with luggage and be responsible for it.

Each individual hotel, of course, has its own tariffs for transport services. The price level depends on the location of the hotel, the brand of the car provided, the number of passengers, the amount of time for the provision of services, etc. Most often, hotels have fixed rates for trips from the hotel to airports, train stations and other popular attractions. Often, hotels provide a discount if the client takes advantage of the offer for his delivery to his destination and back. The cost of waiting is also negotiated.

Also, the hotels provide rates for planned one-time trips. Prices are set based on mileage, or hourly rates apply. When paid by the hour, often the cost of an hour is inversely proportional to the duration of the trip.

Hotels located relatively far from the city center should provide a free minibus (Free shuttle bus), which runs between the hotel and the city center every day, preferably from morning to late evening. Information about motor transport services and prices for them should be available not only in the business center, but also at the reception desk ( reception), and in the guest rooms of residents.

Employees responsible for taking orders for motor transport services must maintain appropriate documentation (Fig. 2.1).

Rice. 2.1.

Customers must be warned that the order for vehicles must be made in advance (ideally 24 hours) and canceled at least 1 hour before the car is delivered. During the shift, employees of the transport department check the list of orders for vehicles, clarify routes, make adjustments to existing orders, accept new ones, and cancel if necessary. Employees of the transport department write out an order (task) to the driver for each specific order, where they indicate the time the car is delivered to the client, the end time of work or the destination. As for the payment of additional paid services, and, in particular, transport services, in hotels with high service standards, guests are given the right to choose the form of payment for such services. So, the guest can pay for car rental in the following ways that are most convenient for him:

in cash (Cash) or credit card (Credit Card) at the cashier of the reception and accommodation service in advance or immediately after the provision of the service. The cashier issues an invoice to the guest;
in cash (Cash) or credit card (Credit Card) directly from the driver. The driver is authorized to issue invoices and receive payments, including by credit cards, using a POS terminal;
ask to deposit the amount for a certain paid service to his general account for payment in the future (Room Charge = late charge).

In European standard hotels, customers prefer the latter method of payment. In this case, the cashier of the reception and accommodation service of the hotel issues an invoice, which indicates the room number, the date of the service, the client's name, the name of the service, the amount payable, puts his signature and must give the invoice to the client to sign. The invoice form is drawn up in triplicate, as a rule, in white, yellow and pink colors, which is very convenient for reporting in a hotel and provides a copy effect (Fig. 2.2.).

Three copies of the invoice with the client's signature are placed in the cell of the voucher-catalogue corresponding to the client's room number for payment at the final settlement. Some hotels enter into an agreement for the transport service of their customers with third parties or simply offer a service to call a city taxi. In any case, hotel guests must be provided with transport at any time of the day and receive quality service.

In hotels, car parking should also be organized at the proper level. Hotel customers should be provided with information about the nearest car service stations.

The business center, as a structural unit of a large hotel, usually reports to the manager or deputy manager of the hotel. A business center is necessary primarily for business tourists, people who come for business purposes. In the business center, guests can provide the following types of services:

· use of satellite long-distance, international telephone and facsimile communication;

· use of long-distance and international telex communications;

copying, leasing typewriters;

· lamination, brochure works;

Providing guests with a computer for use or installing a computer in the room (at the request of the guest), performing work on the computer;

· provision of translation services (translation from a foreign language into Russian, translation from Russian into a foreign language, simultaneous interpreter services);

Providing services of a secretary, stenographer;

editing;

rental of video and audio equipment;

the ability to work on the Internet;

· rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences.

In high-class hotels, the business center operates as follows: either round-the-clock work, or on weekdays - from 7.30 to 23.00; on weekends and holidays - from 9.00 to 21.00.

In some hotels, the business center also provides guests with vehicles (Car rental service).

Hotels located relatively far from the city center should have a free mini-bus (Free Shuttle Bus) that runs between the hotel and the city center every day, preferably from morning to late evening.

Business center payment

As for the payment of additional paid services, and in particular transport services, in hotels with high service standards, guests are given the right to choose the form of payment for such services. So, the guest can pay for the rental of vehicles in the following ways, the most convenient for him:

cash (cash) or credit card (credit card) at the cashier of the reception and accommodation service in advance or immediately after the provision of the service. The cashier issues an invoice to the guest;

cash (cash) or credit card (credit card) directly from the driver. The driver is authorized to issue bills and receive payment, including credit cards, using the imprinter;

ask to deposit the amount for a certain paid service to his general account for payment in the future (room charge) or in another way (late charge).

In European standard hotels, customers prefer the latter method of payment. In this case, the cashier of the reception and accommodation service of the hotel issues an invoice, which indicates the room number, the date of the service, the client's name, the name of the service, the amount payable, puts his signature and must give the invoice to the client to sign. The invoice form consists of three copies, as a rule, white, yellow and pink, which is very convenient for reporting in a hotel and provides a copy effect.

Three copies of the invoice with the client's signature are placed in the cell of the voucher-catalogue corresponding to the client's room number for payment at the final settlement.

Some hotels enter into an agreement for the transport service of their customers with third parties or simply offer a service to call a city taxi. In any case, hotel guests must be provided with transport at any time of the day and receive quality service.

In hotels, car parking should also be organized at the proper level. Hotel customers should be provided with information about the nearest car service stations.

(to question 12)

There is a general list of such services:

Availability of a business center;

· Rooms for negotiations;

· Conference rooms;

· Banquet halls;

· Possibility of organizing meetings and various banquets, weddings, anniversaries, as well as special services from coffee breaks to official banquets;

· Provision of translation services;

WI-FI - Internet;

· Telephone communications;

· Equipment for conferences:

1. screens;

2. slide - projectors;

3. flip - charts;

4. LCD projector;

5. TV;

6. tape recorder;

7. black, white and flannel stands;

8. stands with paper;

9. office supplies;

10. name cards;

In addition, secretarial services, simultaneous translation booths, facsimile and photocopiers may also be included here.

Hotels provide conference rooms, usually several, of different sizes for meetings and conferences of the highest level.

A business center is also required. It consists of several conference halls of different capacity, meeting rooms, furniture and stationery. Necessary additional and special equipment can be rented at the hotel service bureau for an additional fee. In addition, it is possible to receive additional services - this is the organization of excursion trips with the provision of guides - translators; it is possible to book and sell air and railway tickets, as well as to book tables in restaurants. A full range of business services is available for the guest 24 hours a day, from copying documents to car rental. It also offers a shuttle service (individual and group) to the airport and railway stations. VIP service at airports, car rental with a driver, visa support and medical insurance policies are possible. As well as booking and selling tickets to theaters, concert halls, circuses and restaurants.

Also, business services include the organization of banquets and other public events.

Conventionally, business centers are divided into 3 categories. First- business center provides hotel customers with the services of the business center itself. Second- the business center in the hotel is combined with the department of organization of conference events. In such a case, the volume of functions of such education increases. For presentations, conferences and other events, not only a variety of conference facilities are required (the availability of appropriate halls, meeting rooms, projection, video and other types of equipment), but also a more expanded range of capabilities of the business center itself (lamination, digital photography, full-color information printing, replication, scanning, etc.). The business center is obliged to technically ensure the holding of conference events at the proper level. And finally third category- when, on the basis of a professionally developed business center, a small “printing house” begins to form, a print-shop is organized (where you can purchase all kinds of materials necessary for the production of printing products).

Thus, in the modern conditions of the existence of the hospitality industry, the creation of a business center in a hotel is justified in any case. Moreover, the determining factor here is, basically, not the star rating of the hotel, but its orientation, since the requirements for a hotel located in a tourist resort and focused on providing the client with the opportunity to relax, and the requirements for a business hotel focused on business tourism, are completely different .

It does not seem necessary to maintain a huge business center in a tourist hotel or country boarding house, combined with a conference events department or having its own print-shop. Although there are exceptions here too. Recently, there has been a trend towards holding corporate events in hotels located outside the city or in resorts (to create an informal atmosphere, which can also have a positive effect on business issues). And this requires the hotel to provide clients with conference facilities.

But, in general, hotels focused on tourism and recreation may still be limited to the creation of a small business center that will provide only the most necessary services. Moreover, the network of Internet cafes is quite developed in the resort recreation areas. Although Internet cafes also have both their advantages and disadvantages. Of the advantages of the Internet cafe, it should be noted the high connection speed and the absence of the need to make any settings on the computer. The main drawbacks are the inability to customize the computer "for yourself", install any programs, save all passwords in the computer's memory, etc. In addition, there are always other people around you in the cafe, which can create inconvenience when working with confidential information , and just interfere with concentration. Therefore, the hotel administration should still make sure that their client does not need anything. This will have a beneficial effect on the quality of rest of visitors, and on the reputation of the hotel itself.

Requirements for the premises. The business center should be located in a separate room with a total area of at least 25 sq.m, so that its visitors can work calmly on the computer, have the opportunity to concentrate without being distracted by the inconvenience of the workplace. Business centers sometimes also have meeting rooms, it is desirable that they be located nearby.

According to the standard for a hotel, the number of rooms of which is from 200 to 250, 2-3 computer places should be allocated. If the number of hotel rooms exceeds 300 beds, then the area of the business center should be larger - 30 sq.m. And the number of computer jobs increases to at least 3-4.

You should not skimp on equipment, comfortable office furniture or save every square meter. This will not bring tangible benefits (relative to the income of the entire hotel), on the contrary, it may negatively affect the quality of service and, as a result, reduce the number of hotel customers.

Attention should be paid to the most optimal placement of the business center. Since this is the business area of the hotel, it should be located as conveniently as possible for visitors. On the one hand, the location of the business center requires remoteness from the premises for staff, on the other hand, it should be placed not very close to the rooms, since this is still a zone of active activity, not recreation.

Often business centers are located on the first floors of hotels. The main thing is that it should be easy to find, and from it there would be free access to elevators, conference rooms.

Equipment. For a small business center, the most necessary is the presence of a telephone, fax, computer (required with an Internet connection) and a printer. It should be noted that the furniture should be, first of all, comfortable. The computer space should not be cluttered with unnecessary items, it's good when everything you need is at hand, but does not interfere with work.

For hotels where a business center is combined with a conference room, the requirements for equipment are increasing. Since invitations, brochures and other printed materials may be needed for various events, a color printer, scanner, laminator, etc. are needed. In addition, the conference room should be equipped with microphones, sound amplifiers, simultaneous translation equipment, demonstration boards, slide projectors, multimedia projectors, TVs, VCRs, laser pointers and stationery, as well as other necessary office equipment.

The standard set of equipment for a business center depends, first of all, on the category of this business center. The various functions that the center performs dictate the difference in technical equipment. But any equipment must certainly be in good condition and be modern enough.

Business center staff. The service located at the business center can be represented by the director and his secretary, and there is also a need to maintain an engineer who could monitor the health of the equipment, repair and adjust it.

For larger business centers, in hotels where there is a large flow of foreign businessmen or in hotels where conference events are often held, it is important to have your own translator.

It is necessary that the business center work in the hotel around the clock, since the specifics of hotels are such that its guests can be people from different countries with different time zones, or people working in business or management who may need a fax at any time, computer, internet.

But the range of services provided by a business center can be much wider than those that we have already listed. The variety of business center functions directly depends on its category.

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