List of main hotel services. Additional hotel services

9.2. Hotel services

Accommodation services are a product of the activities of hotels or any other enterprise intended for accommodation. In the state standard GOST R 51185-98 “Tourist services. Accommodation facilities. General requirements" the definition of hotel services is given. 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.

A service is a process that occurs over time. The specificity of hotels is that problems related to production must be resolved quickly. In today's environment, customers demand fast service.

Services provided in hotels are divided into basic and additional. They can be free or paid.

Basic services include accommodation and food. Registration of those staying at the hotel and those leaving it must be done around the clock. In catering, communications and consumer services organizations (located in a hotel), persons staying in the hotel are served out of turn.

The following types of services can be provided to guests at no additional charge:

Calling an ambulance;
- use of a first aid kit;
- delivery to the correspondence number upon receipt;
- wake-up at a certain time;
- provision of boiling water, needles, threads, one set of dishes and cutlery.

In addition to mandatory and free services, hotels provide a whole range of various additional services, which are paid additionally. The list and quality of paid additional services must meet the requirements of the category assigned to the hotel. Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by the presence of a huge list of additional services:

Catering services (bar, restaurant, cafe, buffet, beer bar);
- shops (souvenir, grocery), vending machines;
- entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);
- excursion services, guide-translator services;
- organizing the sale of tickets to theaters, circuses, concerts, etc.;
- child care, provision of tutors and nannies who speak the child’s native language;
- caring for animals that travel with their owners;
- transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);
- purchase and delivery of flowers;
- sale of souvenirs, postcards and other printed materials;
- consumer services (shoe repair and cleaning; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc.; watch repair, household appliances, radio equipment; hairdressing salon, manicure and massage parlors and other household services);
- services of beauty salons and hairdressing salons;
- sauna, bathhouse, swimming pools, gym;
- rent of meeting rooms, conference halls;
- business center services;
- currency exchange;
- other services.

A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry. The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses). But you cannot force services. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services.

The list of services depends on the hotel category. Not all hotels have the opportunity to organize personal services for guests and provide them with a full range of services. However, everywhere they should strive to ensure that the range of services fully meets the needs of guests.

Businesses providing services must be located in accessible place(most often on the first floor). There should be information in the lobby, on the floors, in the rooms about how and where to get services, and the opening hours should be convenient for guests.

When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, upon departure, residents are asked to fill out short questionnaires, which are submitted to the reception service, and then they are studied by the advertising and marketing service.

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Introduction

Chapter 1. Provision of additional services

1.1 The concept of additional services in a hotel

1.2 Types of additional services

1.3 Additional services service

1.4 Additional food services

1.5. Key trends in the field of additional services

Chapter 2. Provision of additional services in the Sayany sanatorium

2.1 Description of the resort in which the Sayany sanatorium is located

2.2 Sanatorium "Sayany"

2.3. Provision of additional services by the Sayany sanatorium

Conclusion

Bibliography

Application

Introduction

Relevanceresearch- a modern hotel complex occupies an important place in the social sphere of the country and helps to satisfy the primary needs of travelers for accommodation and food. Without hotels it is impossible to create a modern tourism industry.

Hotel enterprises are an integral part of the service sector. The provision of these services has a positive impact on financial economic activity and plays a big role in increasing the efficiency of social production.

The development of the hospitality industry is gaining momentum every year. The infrastructure of modern hotels includes a business center, laundries and dry cleaners, currency exchange offices, intercity and international communication services, and transport services for guests. Hotels cannot do without shops and souvenir kiosks, restaurants and bars.

Moreover, focusing on business man, hotels must provide their guests with the opportunity not only to organize their work time, but also to relax after a stressful working day. Therefore, modern hotels operate gyms and fitness clubs, beauty salons, billiard rooms, slot machines and casinos, etc.

In shaping the market attractiveness of a hotel enterprise, everyone acquires higher value namely additional services. hotel additional service

Remaining the main one, the accommodation service is taken for granted by guests, and it is the additional services that distinguish this hotel from a number of others that attract increased interest.

Therefore, studying the issue of organization and technology for providing additional services in a hotel is becoming increasingly relevant and important.

TargetYuresearch- is the consideration of a complex of additional and related hotel services.

Tasksresearch:

1. Give a theoretical definition of additional services;

2. Analyze approaches modern theories and concepts for the analysis of development processes modern systems and methods for managing additional services in the hotel industry;

3. Give a general description and identify the main features of additional services in the hotel industry that arise in modern stage its development;

4. Identify factors that ensure the competitiveness of the hotel;

5. Assess the effectiveness of additional services in the hotel;

6. Develop proposals for using more effective methods additional services to the hotel industry and improving the mechanism for supporting domestic enterprises in providing these services.

An objectresearch- Additional services.

Subjectresearch- is the Sayany sanatorium.

Chapter1. Providingadditionalservices

1.1 ConceptadditionalservicesVhotels

In addition to mandatory and free services, hotels provide a whole range of various additional services that are paid additionally.

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:

Room management service;

Administrative Service;

Catering service;

Commercial Service;

Technical Services;

Auxiliary and additional services.

The list and quality of paid additional services must meet the requirements of the category assigned to the hotel.

There are more than 30 in the world various systems hotel classifications. Each country has its own national standards. The most common classification system is the "star" system, which involves five categories of hotels. This classification was developed by the World Tourism Organization (WTO) in 1989. It determines the requirements for hotels of one category or another.

1. 2 Kindsadditionalservices

From the point of view of common sense, there can be no talk of any kind of hospitality without satisfying the primary needs of a person - the needs for food, rest and sleep. In this regard, the most reasonable and quite logical is the following definition of a hotel, which was given by S.I. Baylik: “A hotel is an enterprise that provides people who are away from home with a range of services, the most important of which are equally the accommodation and food services.”

The hotel provides additional services, the cost of which is included in the price of your stay:

Reception and accommodation services (24/7);

Luggage delivery at the guest's request (24 hours a day), luggage delivery is carried out to the elevator in the 1st floor hall;

Taxi call (24/7);

Morning wake up;

Delivery of correspondence;

Providing tourist information;

Calling an ambulance, using a first aid kit (24/7);

Reservation of a parking space (24/7);

Use of a household self-service room (24 hours a day);

Provision of a baby cot (24/7);

Order theater and concert tickets (daily from 10:00 to 16:00, except weekends and holidays);

Booking a table in the hotel cafe;

Providing mineral water, hygiene kits in the room (daily);

Automatic shoe shine.

The hotel provides additional services for a fee:

Luggage storage in a storage room (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Storage of valuables in the administration safe (24 hours a day), in accordance with the Rules for the reception and storage of luggage and valuables at the hotel;

Sauna services (daily, according to sauna operating hours);

Meeting room rental;

Rental of a set of dishes (round the clock);

Electric kettle rental (24/7);

Additional shift bed linen, towels (24 hours a day);

Reception of fax messages (24/7);

Photocopying of documents (24/7);

Scanning documents (daily according to the conference center’s operating hours, except weekends and holidays);

Sale of postal envelopes, phone cards and Internet access cards using Wi-Fi technology, cards;

Reception Email(daily according to the conference center’s operating hours, except weekends and holidays);

Minor clothing repairs.

Additional services provided by the hotel:

Dry cleaning of clothes;

Washing and ironing clothes;

Providing hot drinks in the 1st floor hall;

Hair salon services;

Currency exchange services;

Contact vision correction office services;

Dental services, solarium;

Cafe-bar services.

The list and quality of paid additional services must meet the requirements of the category assigned to the hotel. Additional services are very wide range and, with a developed tourism infrastructure, occupy up to 50% of total income.

The most common:

· excursion services;

· ordering the services of guide-translators;

· organizing the sale of tickets for all types of transport;

· organizing the sale of tickets to theaters, circuses, concerts, etc.;

· ordering vehicles at the request of guests;

· call a taxi;

· car rental;

· ordering seats in city restaurants;

· purchase and delivery of flowers;

· sale of souvenirs, postcards and other printed materials;

· Shoe repair;

· repair and ironing of clothes;

· washing and dry cleaning of clothes;

· use of the sauna;

· hairdressing services;

· services of buffets, bars and restaurants;

· rent of a conference room, meeting rooms;

· business center services.

Related services include:

1. provision of sovereign products, tourist symbols;

2. trade, currency and credit, information, congress and other services;

3. special types of communication services, provision of individual safes, etc.

Household services are aimed at meeting the needs of guests that arise during their stay at the hotel.

Household services include the following:

1. express washing and dry cleaning;

2. repair and ironing of personal belongings.

1.3 Serviceprovidingadditionalservices

Each of the hotel employees contributes to creating a good impression of the hotel for the guest. Therefore, whether talking on the phone, communicating in person or in writing, hotel workers are required to behave “in style” with both guests and colleagues. The idea of “style” is realized by observing the following rules.

Additional services are an integral part of the hotel. Based on the range of provision of these services, you can see what type of hotel the hotel belongs to. When providing services, not only their quantity is important, but also their quality.

The most common additional services: excursion services; ordering the services of guides and translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, concerts, etc.; ordering vehicles at the request of guests; calling a taxi; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; Shoe repair; repair and ironing of clothes; washing and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference room, meeting rooms; business center services.

1 . 4 Additionalservicesnutrition

In addition to direct hotel services, hotels can carry out other types of economic activities, the main of which is catering. Almost every hotel has a restaurant where guests can satisfy their nutritional needs.

A hotel restaurant can be a separate catering establishment, or it can be one of the divisions of the hotel complex. Moreover, regardless of the fact that the restaurant is not an independent legal entity providing catering services, it is subject to all the requirements established by law for catering establishments.

The basic requirements for such catering establishments as restaurants are established in Decree of the Government of the Russian Federation of August 15, 1997 No. 1036 “On approval of the Rules for the provision of public catering services.”

In accordance with the classification of public catering establishments established by GOST R 50762-95 “Public catering. Classification of enterprises”, a restaurant is a catering establishment with a wide range of complexly prepared dishes, including custom and signature dishes; wine, vodka, tobacco and confectionery products, with increased level services in combination with the organization of recreation.

1.5 BasictrendsVsphereadditionalservices

Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts within which any additional services exist can be considered justification and expediency.

Favorable development of this area of hotel activity is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily operation of the hotel, and competent management of this area of work. It is noteworthy that financial questions when organizing and developing additional services, they are not always in the foreground. In the system of additional services, like in no other part of the hotel business, non-standard approaches to solving many issues are in demand.

This gives the hotel a small but real opportunity to stand out from its competitors.

The development of a system of additional services is possible outside the walls of a hotel enterprise, in connection with which many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components hotel industry.

The solution to such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of appropriate urban infrastructure, can and should be carried out by some external force, and the state is ideally suited for this role.

It turns out that the development of additional services should not be an end in itself; their role is secondary and clearly limited. They really represent something that complements the “main course” - the provision of hotel services itself.

The main ones are the organization at its base of various conferences, symposiums and trainings for personnel. Serving corporate business tourists can bring up to 40-50% of income. True, for this you need to have suitable space and equipment.

Those hotels that do not have this can only be content with organizing various holiday programs, which also bring in a lot of profit.

Services that bring additional income to hotels are very diverse.

The system of additional services, unlike other parts of the hotel business, requires non-standard approaches to solving many issues. Proper organization of the process of introducing and providing additional services makes it possible to expand the list of offers for hotel clients and attract additional categories of consumers. The largest additional income for hotels at the moment comes from organizing congress centers, which attract business clients who have significant funds. The history of additional hotel services goes back to ancient times.

Conclusion: With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still ongoing. The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing increasingly large and stable incomes over time.

Chapter2. Providingadditionalservicesonexamplesanatorium« Sayan Mountains»

2. 1 Descriptionresort,Vwhichlocatedsanatorium"Sayans"

Sanatorium "Sayany" is located in the Republic of Buryatia, Tunkinsky district of the village of Arshan, which is a resort. The Arshan resort, a unique healing area that has been giving health to the residents of Buryatia for many years, is a branch of a sanatorium and resort institution, in close cooperation with another branch - the Goryachinsk resort.

In the middle of the 19th century, the magical spring “Arshan” was discovered in Tunka. The water had the miraculous property of healing local residents from many diseases. The history of the modern Arshan resort is closely connected with the discovery of this source. The first official information about the discovery of a healing spring is associated with the name of local hunter Terenty Chemezov. Chemezov’s find interested the priest of the Sagan-Nur missionary church, Yakov Chistokhin, who on August 19, 1894 reported to the Academic Council of Tomsk University “...in the area of the Koimor foreign council in the Tunkin department of the Irkutsk province, I found an acid-soda-iron source.” In 1898 Y.A. Chistokhin filed a petition for the allocation of a spring at the top of the Kyngyrgi River for his use for 24 years. The priest's request was granted for the establishment of a medical resort. On the Kyngyrga River near Arshan, the construction of country houses begins to be rented out to people coming for treatment. The following data were recorded on the number of people vacationing here: in 1907 - 400 people, in 1908 - 600, in 1909 - 800 people.

Before Soviet power The “Arshan Springs” were under the jurisdiction of the Irkutsk Department of State Property and were exploited by private individuals and did not receive much development. “Arshan” was in this state before the October Revolution. On March 20, 1919, by decree of the Council of People's Commissars signed by V.I. Lenin's medical area was nationalized.

The main healing factor of the resort in those years was cold carbonic waters, used both for drinking and bathing.

From 1925 to 1952, the management and development of the Arshan resort was carried out by the chief doctors and directors: M.S. Malinovsky, A.I. Kazantsev, A.K. Aborin, S.K. Fedorovtsev, M.I. Zvonarev, N.M. Shakhnin, P.S. Mezhevov, Kh.G. Khakhalov, V. Dudin, P.T. Yazhinov.

From 1952 to 1958, the resort was headed by Honored Doctor of the BASSR Andrei Vasilyevich Bulgatov. From 1959 to 1968, the resort was led by chief doctors Valentina Aleksandrovna Lisina and Valentin Ivanovich Chernykh.

In 1971, the Arshan resort was given the status of a resort federal significance. From 1969 to 1997, the resort was headed by Klimenty Semenovich Batoroev, Honored Doctor of the Buryat Autonomous Soviet Socialist Republic.

Since 1997, the resort has been headed by Vladimir Ivanovich Songolov, Honored Doctor of the Republic of Buryatia, awarded with badges “Excellent Health Worker of the Ust-Ordynsky Buryatsky Autonomous Okrug", "Excellent student of healthcare of the Republic of Sakha (Yakutia)", medal "Laureate of the All-Russian Exhibition Center". The Arshan resort complex is currently a large modern multi-profile climatic and balneological resort in the mountain-taiga zone of the Tunkinsky district of Buryatia.

Indications for treatment at the Arshan resort: diseases of the digestive system, diseases of the circulatory system, diseases of the respiratory system (chronic bronchitis, tracheobronchitis, bronchial asthma with unclean and mild attacks), diseases of the urinary system ( chronic pyelonephritis, urolithiasis, cystitis), metabolic diseases and diseases of the endocrine system (obesity, diabetes).

The structure of the resort includes the sanatoriums “Arshan”, “Sayany” and the children’s sanatorium and health camp “Edelweiss” all year round; there are also: the “Mother and Child” department with 70 beds (since 1984), the department of professional pathology, specialized in rehabilitation and restorative treatment of workers in hazardous conditions and occupational diseases of the respiratory and digestive organs (since 2001), fasting-dietary therapy (RDT) is used in the practice of doctor A.D. Shagdurova, a new medical technology is being introduced - Endoecological rehabilitation according to the method of Professor Yu.I. Levina.

2.2 Sanatorium"Sayans"

The Sayany sanatorium of the Arshan resort is a unique recreation and treatment center for people of all ages. It is located a kilometer from the Arshan sanatorium, on the land of ancient Tunka, known for its expansive valleys and mountain ranges of the Eastern Sayan Mountains. The Kyngarga River makes its way through the rocks and canyons with silvery waterfalls. Kyngargi waterfalls are a truly breathtaking sight, an amazing natural phenomenon. And as a worthy completion of the splendor of Tunka nature - the healing mineral springs "Arshan", a true treasure of the resort. The springs are located on the territory of the resort.

The Sayany sanatorium is a modern five-story stone building with a warm two-story transition to other blocks and services. The buildings house a dining room with a banquet hall, a clinic, a pump room, a bathroom, a swimming pool, as well as a cinema, concert and dance hall. The health resort can simultaneously accommodate 422 people for treatment. Next to the building of the Sayany sanatorium there are two more two-story buildings No. 8, No. 9 with total area 10781 sq. m.

Vacationers are accommodated in comfortable standard single and double rooms, as well as junior suites and apartments. Each room has a bathroom with shower or bath, TV, refrigerator, satellite TV, hot and cold water. The rooms are heated from the sanatorium's boiler room.

The main medicinal factors that are used in the sanatorium are carbonic, low-mineralized, siliceous, sulfate-hydrocarbonate-magnesium-calcium weakly acidic mineral waters of three varieties: thermal, warm, cold, intended both for drinking and for external use, healing freshwater medium-sulfide silt mud of Lake Tsagan-Nur.

The life-giving power of mineral water successfully cures many diseases of the digestive, circulatory, respiratory, urinary system, as well as metabolic disorders and functional disorders of the nervous system.

The sanatorium treats patients in the rehabilitation department with special care, where they are treated after undergoing surgical operations for peptic ulcer stomach, duodenum, gallbladder removal. Since 2006, patients have been recovering here diabetes mellitus, pregnant women at risk, operated on for pancreatitis.

The “Adult with Child” and fasting-dietary therapy (therapeutic fasting) departments are popular.

Long-term cooperation with the Tomsk Research Institute of Balneology and Physiotherapy and Irkutsk State Medical University allows the sanatorium to consistently improve and develop new methods for treating patients with specialized diseases.

Since 2005, the Sayany sanatorium has been fulfilling an important task of the Foundation social insurance Russian Federation - to accept citizens of preferential categories for treatment, in accordance with Federal Law No. 122 of August 22, 2004. More than 6 thousand beneficiaries from Buryatia, Kuzbass, Altai, Trans-Baikal Territory, Irkutsk region.

2.3 Providingadditionalservicessanatorium« Sayan Mountains»

Sanatorium "Sayany" has a developed infrastructure for excellent recreation and entertainment for every taste: all year round there is a swimming pool with a lane length of 24 m, a beauty parlor, gyms, a sauna, a library with a reading room, a pharmacy, a dance hall, billiards, a children's play salon, sports grounds, a cafe "Altan Serge", sports and tourist rentals are organized. equipment, themed evenings and discos are held. Local art groups often perform in the beautifully decorated concert hall. For vacationers, excursions are organized around the picturesque surroundings of the resort - to the craters of extinct volcanoes, to the active datsan, to waterfalls, and all kinds of entertainment and sports events are held.

Additional medical services are provided: preventive treatment and dental prosthetics, Su-Jok, manual therapy, psychotherapy room, herbal medicine, beauty room, oxygen cocktail, underwater shower-massage, autogravitational spinal traction, mud applications, system-wide magnetotherapy, massage room, laboratories, medical consultation, gynecological irrigation room, office speleotherapy, a room for monitoring bowel cleansing, an electrocardiography room, and a physiotherapy room. The Sayany sanatorium hosts qualified doctors and specialists who will help you carry out the necessary examinations, prescribe treatment, and provide advice. Exercises in health groups, in gyms, and dosed walking along forest paths have a beneficial effect on treatment (Appendix No. 3).

Conclusion: Diversity and versatility in the list of additional hotel services provided allows the Sayany sanatorium to win the difficult competition in the accommodation market.

As a result of the presence of a complex of natural healing factors and highly qualified specialists, the effectiveness of treatment at the Arshan resort is high and amounts to 95% or more, depending on the initial state of the body and the nature and severity of the disease.

Conclusion

Result: As a result of the work done, I understood in detail the various types of additional services, as well as the methods of providing them, and learned that at the moment the hotel business in Russia is a rather complex, but well-organized and consistent set of actions. A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

Conclusion: The service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important.

A high level of service helps the hotel to establish itself in the tourism services market from the best side and attract more clients.

A hotel is an enterprise designed to provide people away from home with accommodation, food and various additional services.

The list of additional services can be supplemented, modified and differentiated depending on the size of the hotel, their location and purpose, level of comfort and other reasons. Additional services are an indispensable component of the activities of any hotel. The determining factor for increasing the quantity and improving the quality of additional services is the orientation of the hotel enterprise towards a particular category of guests. In other words, their quantity and quality are directly related to the degree of demand and can be completely different. Thus, the key concepts within which any additional services exist can be considered justification and expediency.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing more and more stable income over time. Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The current trend in the development of the hotel business is that accommodation companies are diversifying their product, trying to offer the maximum number of additional services.

If previously the presence of a large number of additional services indicated the “star quality” of a hotel, now additional services are the “face” of an accommodation facility.

Currently, additional services are becoming increasingly important in shaping the market attractiveness of a hotel enterprise. While remaining basic, the accommodation service is taken for granted by guests. The services that make this hotel stand out from others are of increased interest. In most cases, these services are additional.

Listusedliterature

1. Baylik S.I. Hotel management: organization, management, maintenance / S.I. Baylik. - Kyiv: Alterpress, 2002.

2. Bondarenko G.A. Hotel and restaurant management. - M.: New knowledge, 2001.

3. Brymer R.A. Fundamentals of management in the hospitality industry / Trans. from English - M.: Aspect-Press, 2003. - 254 p.

4. Brashnov D.G. Hotel service and tourism. - M.: Alfa-M, 2011

5. Vagen L. Hotel business: Textbook. - Rostov-on-Don: Phoenix, 2006.- 471 p.

6. Glebov A. Competitiveness/A. Glebov//Marketing. - 2005. - P.11.

7. Hotel business. S. Medlik, H. Ingram. Ed. "Unity-Dana". Moscow 2005.- 361 p.

8. Gracheva O.Yu. Organization of tourism business: technology for creating tourism products: educational and practical guide. - M.: Dashkov and Co., 2010.

9. http:// russia-smolensk.ru

10. http:// hotel-new.ru

Application№1

Table№1

	Briefdescriptionnumbers
Apartment for 4 persons (2 main beds, 2 additional beds)	Isolated room of 3 rooms. One bedroom has two single beds, the second bedroom has one family bed. TV, microwave, iron, electric kettle, refrigerator, full* bathroom in the room.
Junior Suite for 2 persons	Isolated room of 2 rooms. 1 family bed or two single beds. TV, electric kettle, iron, refrigerator. Full bathroom in the room.
Double with shower	Isolated 1-room suite with 1 family bed. TV, refrigerator, electric kettle, full bathroom in the room.
2-seater in section	1-room suite in a section of two double rooms. The room has two single beds. Full bathroom per section. Refrigerator per section.
2-bed without shower	Isolated 1-room suite with two single beds. TV, refrigerator, partial** bathroom in the room.
1-seater in section	1-room suite in a section of two single rooms. The room has 1 double bed, armchair, TV, refrigerator, electric kettle. Full bathroom per section.

Application№2

Table№2

	Accommodation1day	Travel package(accommodation + custom meals + comprehensive spa treatment) 1 day	Travel package10 days	Travel package12 days	Kursovka (accommodation + custom 1 day	Travel packagechildren's from4 before14 years(accommodation + custom meals + comprehensive sanatorium-resort 1 day
Suite 4-bed (2 main beds, 2 extra beds)
Junior Suite for 2 persons
Double with shower 239, 240
Double room in a section for 4 people.
2-bed without shower
Single room in a section for 2 people.
Single with shower 219 additional place
Travel packageV DEPARTMENTRTD sanatorium "Sayany" (double room in section)	1 day	7 days	10 days	12 days	15 days
Total:

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Services provided by hotel enterprises are divided into basic and additional. The main services of the hotel include accommodation services.

Additional services are services provided by a hotel enterprise to the consumer for an additional fee, with the exception of free additional services. Additional types of services are divided into additional free services and additional paid services. The “Rules for the provision of hotel services” regulate the list of additional services that the hotel enterprise is obliged to provide to the consumer without additional payment. This list includes the following services:

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- Use of a first aid kit.
- Providing boiled water, needles, threads, one set of dishes and cutlery in the room at the guest’s request.
- Delivery to the correspondence number upon receipt. Guest mail may include regular or registered mail, packages and parcels, telegrams, telexes, faxes, courier mail, and personal notes left for guests. The classification system for hotels and other accommodation facilities provides for postal and tariff services for guests in all hotels, regardless of their category, including the delivery of correspondence. For guests staying in all 4 and 5 star hotels, the dispatch and delivery of registered mail is provided; and for guests staying in a 5-star hotel there is also telefax delivery. All correspondence received in the name of guests is stamped. The stamp indicates the time and date of receipt. Mail is usually placed in a special box at the reception desk. The guest must be immediately informed of the receipt of correspondence addressed to him. If correspondence was received before the guest’s arrival, a note about this must be made in the room reservation log and handed over immediately upon arrival. Unclaimed mail is stamped again and returned to the sender. Guests can also receive registered letters, express parcels or other postal items, upon receipt of which a signature is required. This signature is left by the administrator on duty with a simultaneous entry in the shift log, and then ask the guest to sign upon receipt. Mail arriving after a guest's departure must be sent to the guest's permanent address. While guests are staying, speed is essential for fax transmission. registered mail- safety, for parcels - integrity; Each type of mail requires its own standard procedures.
- Wake up the guest at a certain time. Very often, guests need a morning wake-up call. When a client receives a wake-up request, the administrator must fill out a “Wake-Up” service form. The administrator on duty is responsible for providing this service. A big advantage for a hotel is to be equipped with an automatic wake-up system, since even for a small hotel, waking up with the help of a telephone operator can be a problem, since most guests ask to be woken up at the same time - 7 o'clock.

Many hotels also provide the following services at no additional charge.

- Preparation and delivery of tea and coffee to your room (not including the cost of tea, coffee, sugar).
- The provision of a baby cot in the room is carried out by the housekeeping service.
- Call a taxi from the city taxi service. When a taxi order is received from the city service, the hotel administrator who accepted the order must fill out the “Order a Taxi” service form. The administrator on duty is responsible for the performance of this service.
- Carrying hand luggage at the request of the guest. Meeting and greeting arriving guests, unloading, loading and delivering luggage to the room are the first responsibilities of hotel employees. When leaving the hotel, luggage delivery from the room to the car is also organized. These services are free, however, as a rule, they are paid for with tips - the hotel organizes a queue of bellboys in order to receive the same tips.
- Providing information on booking tickets to theaters and entertainment halls and other information. Such information is provided to the guest by the reception service or information desks located in the hotel lobby. Each hotel room, as a rule, has a folder containing information about the possibility of obtaining these services. To make it easier for their consumers to navigate, some hotels publish and provide information guides to guests. Such directories usually include simplified maps of the city, telephone numbers for taxis, airports, train stations, banks, churches, various shops, schedules of the most important, recurring events and other information. A computer information terminal is installed in the lobby of some hotels for this purpose. This ensures that guests are less likely to distract staff from their main work and save their time.

For an additional fee, hotels provide different kinds services. These are household, transport, sports, business services, tourist and excursion, entertainment and other types of services.

Let's look at the main ones.

Domestic services:

1. Laundry services (washing, dry cleaning, ironing, clothing repair). If a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about this. Orders for clothing repairs are processed in a similar way. Laundry and cleaning order forms are available in each room. There are also instructions on how to hand over your clothes for washing. Items handed over from 8.00 to 12.00. must be ready on the same day from 17.00 to 20.00 hours. Laundry operating hours: washing and ironing open seven days a week, dry cleaning all days except Saturday, Sunday and holidays. An iron and ironing board can be rented upon guest's request.
2. Urgent repairs and shoe cleaning. Many hotels have shoe repair shops. Shoe cleaning machines are installed in the lobbies of upscale hotels.
3. Storage of personal belongings of residents:

Luggage storage. When accepting items, the employee responsible for this area of work records the guest’s name, room number, number of pieces of luggage, luggage storage period and issues a corresponding luggage token. As a rule, storage of hand luggage of no more than two pieces is provided free of charge; storage of large items is subject to a fee according to the tariff.

Deposit cells (safes). This is one of the ways to store valuables. They are located in the reception area. The principle of operation of the deposit safe is that there are two keys, one of which is kept by the administrator, the other is given to the guest. It is possible to open the locker only if both keys are available, that is, in the presence of the guest and the hotel employee. When using a safe deposit box, you must comply with a number of formalities and maintain appropriate documentation.

Individual electronic safes located in the guest room, in a place convenient for the guest. In some hotels the cost of use is included in the room price, but in most hotels it is an additional paid service. hotel tourist service trend

Household services also include rental of cultural and household items (dishes, towels, sports equipment and others), as well as minor repairs of watches, electric shavers, radio, film, and photographic equipment; photographic works.

Transport services. Transport services are one of the important types of services in modern hotel complexes. These include: booking tickets, ordering a taxi, renting a car.

1. Booking tickets for various types of transport. Currently, ticket booking is carried out using the latest information technology. Some global computer networks have achieved great success in this. American companies are the main supplier software For European systems. Thus, the System One company provides programs for the Amadeus system.

Currently, the largest hotel companies, travel agencies and computer system manufacturers are striving to create a super-global unified computer reservation system. Airfare accounts for the bulk of bookings. Booking tickets for various types of transport is carried out with the help of travel companies, usually located in the hotel lobby, or the travel company has direct contact with companies providing ticket booking services.

2. Car rental. The provision of this service is subject to certain requirements. The tourist must be at least 21 years old and not exceed 70 years old. The rental service employee is presented with a passport and driver's license (Russian or international). By the time the contract is concluded, the certificate must be valid for at least two years. In some countries, customer service is provided only with a credit card. The rental price depends on the class of the car. Before signing a car rental agreement, it is recommended that you familiarize yourself in detail with what is included in the rental price. Typically, rental fees include: unlimited mileage of the car; delivery of a car to a tourist within the city; repair or replacement of a vehicle in the event of a technical malfunction (except for damaged tires, windshield or engine); full insurance in case of a traffic accident not due to the driver’s fault (if at the time of the traffic accident the driver was in a state of alcohol intoxication, insurance is not paid); insurance covering damage caused to the car in a traffic accident due to the fault of the client; insurance for passengers (except the driver) against accidents; taxes. For an additional fee, you can purchase the right to drive a car with a second driver.
3. Taxi ordering. The hotel provides the guest with the opportunity to order a taxi in two ways: using the services of the city taxi service or providing the hotel's own taxis.

When ordering a taxi from the city service, the hotel administrator who accepted the order issues a card containing the following information: hotel name, room number, car number, time, destination. The card is issued by the administrator who works on the ground floor of the hotel. The completed card is given to the driver, since the guest may be a foreigner. Payment for the taxi is made by the guest himself to the taxi driver - depending on the route of the trip.

If the hotel has its own taxi service, the guest's order is transferred by the administrator directly to the service. At the same time, a card is also issued and given to the driver. The hotel’s own taxi service is organized if the hotel has its own parking lot and garage Vehicle. All cars have a hotel logo (name, emblem), taxi service telephone number, and so on. As a rule, each hotel provides parking services, since many clients travel in their own cars.

Business services. Business center services:

- use of satellite long-distance, international telephone and fax communications;
- copying, laminating, stitching;
- providing the guest with a computer for use or installing a computer in the room (at the guest’s request), performing work on the computer;
- provision of translation work (written translation, simultaneous interpreter services);
- provision of secretary and stenographer services;
- editing;
- rental of video and audio equipment;
- ability to work on the Internet;
- rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences. The business center is open 24 hours a day or on weekdays from 7.30 to 23.00, on weekends and holidays from 9.00 to 200.

Service bureau services include:

- ordering train tickets, reserving seats and confirming flight reservations;
- organizing excursions and tours, ordering tickets and organizing visits to theaters, concert halls, museums, exhibitions, stadiums;
- provision of information and reference material and other services.
- Service bureau operating hours: around the clock or on weekdays - from 7.30 to 23.00, on weekends and holidays - from 9.00 to 200.

Sports and recreation services:

- Sports and fitness center services. The sports and fitness center is a range of services, including the use of indoor and outdoor swimming pools, visits to solariums, swimming pools with hydromassage, jacuzzi, saunas (Turkish, Finnish), gyms, as well as massage, aerobics, water aerobics, etc. Visitors to the wellness center are provided with bathrobes, slippers, towels, and personal hygiene products. A mandatory requirement is the presence of experienced specialists (trainers, medical workers) with appropriate qualifications.
- Beauty salon services (hairdressing, cosmetology, manicure and massage rooms). If desired, the guest can be served in the room; in this case, these services have an extra charge.

Tourist and excursion services. Almost every modern hotel has an excursion and tourism bureau and a translation agency. They provide translation services, conducting excursions around the city or region, and selling tour packages to various regions of the country or abroad.

Communication services. Telephone city, long-distance and international communications must be carried out around the clock. Sometimes telephones installed in rooms are equipped with a signal indicator light, this symbol that there is a message addressed to the guest at the reception service. These conventions must be known to hotel residents.

You can also highlight trade services provided by various retail outlets located on the hotel premises.

High-class hotels are required to provide special services to such categories of consumers as the disabled, the blind, people with disabilities, the elderly, and children. Guest in wheelchair must be able to access all areas of the hotel. For every 50-100 regular rooms, there is one room specially adapted for a disabled person in a wheelchair: the wheelchair can enter the bathroom, which also has an internal telephone in case the disabled person needs help from staff.

Some luxury hotels provide guests with the services of a personal servant who looks after the guest's wardrobe.

Thus, the services provided at the hotel can be divided into several levels:

- the main hotel product (rooms and minimum requirements for them);
- related hotel product: services or goods necessary for the consumer to use the main product (telephones, laundry/dry cleaning services, transportation, etc.);
- an additional hotel product that gives the main product additional benefits and helps differentiate this product from the offers of competitors (for example, a beauty salon, a cinema and concert hall, a tour desk, etc.).

The composition of additional services in the tourist and hotel complex is not limited to the above list of additional services. Modern hotels strive to expand the range of additional services offered as much as possible.

Thus, today we can identify the following main trends in the development of modern hotel industry:

1. Extending the scope of interests of the hotel business to products and services previously provided by enterprises in other industries (for example, catering, leisure, entertainment, exhibition activities). The development of such segments of the hospitality industry as the entertainment industry, including gambling, theme parks, and convention activities, has turned previously unattractive resort and tourist areas into fashionable tourist destinations.
2. The growing democratization of the hotel industry, which greatly contributes to increasing the availability of hotel services for the mass consumer. If previously the differences between hotels of different classes were significant, now the bar for the “lowest standard” has been significantly raised: even fairly cheap hotels provide high-quality service and a minimum set of amenities.
3. Strengthening the specialization of the hotel business makes it possible to more clearly target certain consumer segments, taking into account various characteristics. Thus, taking into account the price level, three segments were clearly defined - low (budget), medium (economical) and high (luxury). In addition, segmentation is carried out by purpose of travel, by age, by gender labor activity consumers and other characteristics.
4. Widespread introduction of new means of communication and information technologies. All this ultimately contributes to solving the problems of loading hotel enterprises.

Large hotels offer their potential guests tours of their hotels without leaving their homes. Thus, website visitors can get acquainted with the interiors of hotels, menus of restaurants and bars, and receive a variety of background information.

Thus, the main trends listed above in the modern development of the hotel industry are ultimately aimed at solving the main problems:

- search for your own competitive advantages;
- creating a stable clientele through the ability to find your consumer;
- searching and creating new ways of development, constantly updating our own policies, taking into account the dynamically developing market of hotel and tourism services.

The history of additional hotel services goes back to ancient times. With the complication and differentiation of human needs, the system of additional services expanded and improved. This process is still ongoing.

The development of a system of additional services contributed to the establishment of the hotel business as a branch of economic activity, bringing increasingly large and stable incomes over time.

Diversity and versatility in the list of additional hotel services provided allows the hotel company to win in the difficult competition in the accommodation market.

The services provided to the guest are largely determined by

to what extent the hotel will have a constant income and, accordingly, the possibility of expanding the hotel business.

A service is any activity that one party (the hotel enterprise) can offer to another (the customer), an intangible action that does not result in ownership of anything. Its representation may be associated with a material product. The services provided in hotels are basic and additional. Basic services include accommodation and food. The range of additional services varies depending on the star rating of the hotels.

The main services include: accommodation and meals in accordance with the “Rules for the provision of hotel services”. Approved by Decree of the Government of the Russian Federation of April 25, 1997 N 490 (as amended on October 2, 1999, September 15, 2000, February 1, 2005)

Medium and large tourist complexes (tourist hotels, full-service hotels, etc.) with an average and high level of comfort are characterized by the presence of a huge list of additional services:

Catering services (bar, restaurant, cafe, buffet, beer bar);

Entertainment infrastructure (disco, casino, night club, slot machine hall, billiard room);

Excursion services, guide-translator services;

Organizing the sale of tickets to theaters, circuses, concerts, etc.;

Transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);

Purchase and delivery of flowers;

Sale of souvenirs, postcards and other printed materials;

Household services shoe repair and cleaning;

Clothes repair and ironing;

Dry cleaning and laundry services;

Storage of things and valuables;

Unloading, loading and delivery of luggage to the room; rental of cultural and household items - televisions, dishes, sports equipment, etc.;

Repair of watches, household appliances, radio equipment;

Hairdressing salon, manicure and massage parlors and other household services;

Sauna, bathhouse, swimming pools, gym;

Rent of meeting rooms, conference halls;

Business center services;

Other services.

How to use all these services in the room? For example, using a minibar with everything is easy. Just first you need to study the prices - maybe after that you won’t want to open it at all. But even if you just want to get in there out of curiosity, no matter how the minibar looks - electronic, with a lock (the key is usually nearby), sealed with a piece of paper (so if you open it, it will be immediately noticeable), no financial ruin for you This is not a threat - they don’t take money to watch. If you are able to move, it is easier to go down (up) to the bar. All the same drinks, but cheaper, will be offered there. And there is more choice at the bar. After all, the minibar contains only “essential” drinks: mineral water, juice, cola, gin, vodka, cognac, Martini or Campari, beer, whiskey, champagne, etc. As a snack for all drinks - a couple of bags of nuts .

The minibar can be used as a night refrigerator by emptying the contents and filling it with your beer (juice).

Night because if during the day the maid discovers that some bottles have been taken out of it, even if they are neatly placed in a row in front of the bar, then she will take everything temporarily seized with a pencil. And then, when checking out and the accompanying calculations, it will be useless to argue and prove that you did not “bite”. No refund will be accepted. For the same reason, you cannot, after drinking a can of cola in the morning, replace it in the evening with exactly the same one brought from the store.

It is believed that the hotel itself is able to replenish consumable supplies and does not need the services of residents. And indeed, exactly those containers that you emptied during the day, the next morning, when you return from breakfast, you will again find them full.

Urgent laundry and dry cleaning, repairs and ironing of personal items; for this purpose, there are order forms for washing and cleaning clothes in the advertising folder in the room. There are also instructions on how to hand over clothes for washing: if a guest wants to hand over clothes for washing or cleaning, he must put them in a bag and hang a special sign on the door handle of the room or tell the floor attendant about this). This service can be provided at a hotel that has a laundry service.

In hotels of a lower category you can rent an iron. The guest irons himself in his room or in a special room where there is an ironing board.

Many hotels have shoe repair shops. In the lobbies of upscale hotels there are shoe shine machines. The rooms have brushes for cleaning shoes and clothes.

To store things and valuables, hotels provide storage rooms and safes in the rooms or at the reception desk.

The hotel organizes unloading, loading and delivery of luggage to the room by bellhops, who are paid for in tips.

Tips also pay for food delivery to your room.

For a rental fee, the hotel can provide the guest with a TV, dishes, sports equipment, etc., make minor repairs to watches, electric shavers, radio, film, and photographic equipment; photographic works.

Usually in each room in the folder with advertising there is paper for letters, envelopes, special signs that can be hung on the door if the guest asks to do laundry, clean the room, or simply does not want to be disturbed. All work on organizing services must be well thought out and organized.

Some hotel rooms also have safes. The safe can be electronic, or it can be mechanical: either with a combination lock or locked with a key. Whether there is a paid safe or not, you need to find out from the reception service. None general rule, associated with the hotel category, does not exist in this matter. Mostly paid, sometimes not, at the discretion of the management. This is either a room like the one in which valuables are stored in a bank, then the client is given a key and is allowed into this room, or a sealed box, which is taken out to the client upon presentation of a receipt or key to it. Moreover, if you store money in such a box, then it is placed in a special envelope on which you sign. It is strictly not recommended to forget the code and lose the key. If the safe has to be broken into, then they will not charge you anything for the services of the hotel security guard, but they may ask you to pay for the cost of the safe itself.

When providing any services, staff must show tact and correctness. When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, residents are asked to fill out small questionnaires upon departure. Completed forms are usually handed in along with the keys to the reception service, and then they are examined by the marketing and advertising service. The hotel administration analyzes the shortcomings identified in the work of individual services and takes measures to eliminate them.

Household services are aimed at meeting the needs of guests that arise during their stay at the hotel. A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

The service can be very different - from fast and professional registration by the reception service to the flawless operation of plumbing equipment. Each link in the service chain is important. A system of measures that ensure a high level of comfort and satisfy the various household and economic needs of guests is called service in the hotel industry.

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply, the hotel offers new services that it can provide, and the guest chooses. But you cannot force services. In accordance with the “Rules for the provision of hotel services in the Russian Federation,” the contractor does not have the right to provide additional services provided for a fee without the consent of the consumer. The consumer has the right to refuse to pay for services not provided for in the contract. It is also prohibited to condition the performance of some services on the mandatory provision of other services. However, everywhere they should strive to ensure that the range of services fully meets the needs of guests.

Businesses providing services must be located in an accessible location (most often on the ground floor). There should be information in the lobby, on the floors, in the rooms about how and where to get services, and the opening hours should be convenient for guests.

Favorable development of this area of the hotel’s activities is impossible without a successful combination of external and internal conditions, available resources that have a direct impact on the daily operation of the hotel, and competent management of this area of work. It is noteworthy that financial issues are not always in the foreground when organizing and developing additional services. In the system of additional services, like in no other part of the hotel business, non-standard approaches to solving many issues are in demand. This gives the hotel, albeit a small, but real opportunity to stand out from its competitors.

The development of a system of additional services is possible outside the walls of a hotel enterprise, and therefore many rightly point to the significant role of the state as the creator of a favorable climate for the activities of all components of the hotel industry. The solution to such issues as the coordination of hotel activities, which is necessary in solving many industry problems, or the creation of appropriate urban infrastructure, can and should be carried out by some external force, and the state is ideally suited for this role.

Under certain initial conditions and proper organization process, additional services are a serious help in the work of a hotel enterprise. The development of additional services allows not only to expand the list of offers for hotel clients, but also to attract city residents to visit the hotel complex. Nowadays, it is no longer enough for a hotel to provide the client with a regular room with breakfast. Guest demands are getting higher and higher, and to satisfy them, hotel companies we have to come up with a lot of additional services.

Those hotels that do not have this can only be content with organizing various holiday programs, which also bring in a lot of profit.

Services that bring additional income to hotels are very diverse. Spoiled by modern comfort, travelers can no longer imagine rooms without a hairdryer or an outlet for connecting a laptop. But this is no longer enough for guests. Hotel complexes are going to extraordinary lengths to attract tourists.

Organization of additional services in hotels - effective method fight against competition. This is another source of profit and an opportunity to improve the quality of service. An up-to-date offer of additional services will benefit the image of the entire business.

In this article we will look at the most current ways to increase the income of hotels and other accommodation facilities by organizing additional services. This is a general list from which every entrepreneur can make a list of ideas suitable for implementation.

Additional service #1 ➨ Rental of space for business and events

If there is free space and your own restaurant, it is possible to hold various banquets and animated events. This service will significantly expand the target audience of the hotel or other accommodation facility. So, for example, having rented a restaurant for a banquet, it is highly likely that city residents will then become its regular visitors.

It is possible to install vending machines and shops in the hall souvenir products and tourism departments. The guest will thus be able to find all the necessary information immediately within the hotel’s walls, which will have a positive effect on reviews and the level of service.

Large hotels practice opening their own beauty salons and spas, swimming pools and gyms, or rent out space for them.

Additional service #2 will increase profits ➨ Cooperation with third parties

The most popular cooperation is with taxi services and excursion companies. Food delivery to your room is popular, especially in mini-hotels and hostels where meals are not provided. Cooperation with travel agencies will provide an additional flow of tourists and tour groups to fully fill the hotel during the season.

An advantage will be agreements with the information service, which will allow guests to be aware of all events and activities planned in the capital. It is possible to create your own information service. To fill and update it, one employee is enough; the coordination of tourists will be carried out by hotel administrators.

Additional income will also be provided by service #3 ➨ Ticket booking

We are talking about organizing transfers, booking plane and train tickets, and bookings for cultural events. Booking services are closely related to the advertising of certain events. Advertising can be carried out on the following favorable terms: mutual offset, advertising of the accommodation facility as a partner of the event, or advertising on a paid basis.

Popular service to increase profits #4 ➨ Development of entertainment infrastructure

The creation of a bar, restaurant, billiard club, night club and holding animated events on their basis will provide an additional flow of visitors at the expense of city residents. An important condition is good sound insulation, or the placement of halls separately from the hotel or hotel rooms.

It is also possible to organize master classes and performances here. All this will diversify the leisure time of vacationers, attract local residents and increase profits.

Modern way to earn extra money #5 ➨ Cooperation with corporate clients

Recently, this service has become quite popular in Moscow. Corporate clients use a whole range of additional services that will significantly increase profits.

Corporate clients ensure the hotel's occupancy during low seasons. Their main requirement is the placement within one hotel of everything necessary for corporate events: halls for trainings and conferences, a minimum of office equipment for work, powerful Wi-Fi, a banquet hall, transfer.

Service #6 will provide advertising and profit ➨ Organization of forums and trainings

This can range from simply renting a conference room to accommodating event guests and additionally organizing their leisure time. As part of such events, participants from different cities are expected to be accommodated. This work is in many ways similar to cooperation with corporate clients. However, the target audience is wider; if the event is covered in the media, business advertising is provided. Cooperation with forum organizers is possible on a partnership basis.

Additional earnings will be affected by service #7 ➨ Exclusive offer

In modern realities, the choice of additional services is practically unlimited. Moreover, it makes sense to focus not only on guests, but also on city residents. Providing exclusive services can become the calling card of a hotel or other accommodation facility. If you decide not to open a new business, but