Psychological features of service in the hotel service. Psychological aspects in hotel service. Gestures and postures of communication

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Psychology of restaurant service

Working with each client is individual, so the hospitality industry needs people who are ready to cope with difficulties and sometimes with sudden stressful situations. As you know, the main task of hospitality is to satisfy the needs and needs of the client. It should be noted that, despite the legal framework designed to facilitate the creation of a system of requirements for the quality of service, in practice there are a lot of various problems associated with serving each guest. And the problem of professional skills of each employee of the hotel engaged in service comes to the fore.

Each employee is competent in the area in which the job requires him, and meets the requirements that this work matches. Requirements apply to the end result. professional activity, which can be expressed both in the assessment and in the measurement end result. In the hospitality industry, the main criterion of professionalism can be considered the ability of an employee to quickly solve all the tasks assigned to him and perform the specified functions in accordance with the requirements for him.

There is a specific type of competence in the hospitality industry - extreme professional competence, which refers to the ability of an employee to cope with a variety of emergency situations. Practice shows that employees with psychological stability are ready to work with groups of tourists coming from different countries, effective actions in non-standard or extreme situations, fast learning with the advent of new service technologies. This type competencies can be considered as the main one in the development of the methodological framework for staff training in the formation of professional skills. The development of professional behavioral skills is the task of educational psychology.

At the moment, the problems of developing effective behavioral skills in the professional activities of hospitality managers have not been developed in science. Long time the main emphasis in the formation of professional skills in serving tourists in the process of training hotel staff was placed on the technocratic component of the service and management process. It was considered a priority to teach the employee how to properly perform various tasks. technological operations(e.g., set the table, serve meals, make reservations, clean rooms, work with information systems hospitality management).

Practice shows that the humanitarian component, i.e. the process of communication with customers, accounts for up to 80% of emergency situations, the behavior of the staff in which determines the guest's perception of the quality of the services provided. As a result, it became necessary to reconsider the approach to staff training. It is necessary to begin training of personnel in educational institutions. This concept should be based on teaching such technologies as methods of regulating emotional states, conflict resolution, the basics of ethnopsychology.

Most of the hotel staff are young people. This explains why employees often cannot contain their emotions. Contradictory psychological aspirations, quite frequent at the age of 17 to 21 (for example, the desire to prove adulthood), increase the unstable emotional background of professional hospitality activities, lead to frequent and fairly long-lasting affects.

Affective reactions have a strong and in a certain sense destructive "explosion" character. Emotions in this case completely block the intellectual plan, and discharge occurs in the form of an active release of emotions (rage, anger, fear of professional activity). Affect is evidence that the employee cannot find an adequate way out of the situation. The experience of affect leaves in the psyche a special "affective" trace of the traumatized experience of professional activity. Such traces can accumulate and result in minor causes. In this case, no matter what perfect knowledge and skills in service and management technology a specialist receives, no matter what techniques, methods and means are used to train him, it is not necessary to talk about the formation of a highly qualified specialist in the field of hospitality. In staff training, it is necessary to use the work of not only teachers, but also psychologists to study some simple techniques for regulating the emotional state and mastering one's emotions. The employee must be able to express their emotions in cultural forms. The search and formation of other forms of expression of feelings contribute to the prevention of affective manifestations.

Psychological studies have shown that search activity has the greatest influence on maintaining emotional stability. Search activity is an activity aimed at changing an unacceptable situation or at changing one's attitude towards it, as well as maintaining a favorable situation despite the action of threatening factors and circumstances. Search activity is one of the main elements in the warning emotional tension in the professional activities of employees engaged in the service sector. There are various types of classes that include the analysis of conflict situations with a discussion of different behaviors. Another factor by which it is possible to determine the effectiveness of staff training in mastering their emotional state, and a way to prevent emotional tension, is the attitude of the employee towards himself. Staff training should begin with improving and strengthening self-esteem, since overestimated or underestimated self-esteem worsens the emotional state of employees. Thus, it is imperative that during the period of study and labor activity psychologists worked with employees.

Summing up the above, it should be noted that the most relevant today in the formation of professional skills in serving tourists among hotel staff is the study of the psychological foundations vocational training and professional education of specialists in this field

In addition to theoretical issues of studying the psyche, the task of psychology also includes practical research various kinds human activity depending on the course of his mental reactions.

Modern psychological science includes a number of branches that have their own specific tasks and practical applications.

TO critical industries psychology include the following:

* general psychology,
* labor psychology (psychology of service activities),
* social Psychology,
* engineering psychology,
* pedagogical psychology and etc.

The psychology of restaurant service (service activities) is also one of the branches of applied psychology. In the field of restaurant service, the general laws of psychology have a peculiar coloring. Thus, the communication of the restaurant staff with visitors is characterized by features that are absent both in the workforce of the plant and in the family circle. Therefore, in order to understand the behavior of a person acting as a guest of a restaurant, it is not enough for a restaurant worker to know only general psychology, he needs complete information about the psychology of the process of serving a visitor.

The tasks of restaurant service psychology include:

* development of methods of influencing the guest to stimulate the order;
* studying the needs of guests, which they are guided by when visiting a restaurant;
* study the demand for various dishes depending on gender, age and individual characteristics guests.

Thus, one can give the following definition psychology of restaurant service. The psychology of restaurant service should be understood as a branch of psychological science that studies both the features and role of mental phenomena in the service activities of restaurant workers and the behavior of restaurant guests.

Knowledge of the psychology of restaurant service will help restaurant waiters:

* understand the behavior of guests for selection the best option(method) of their maintenance;
* to know your inner world in order to consciously regulate your behavior;
* understand the behavior of colleagues to provide them, if necessary, with psychological assistance and support.

Knowledge of the psychology of restaurant service is extremely necessary, first of all, for a waiter, bartender, head waiter, since their activities are characterized by a large psychological content. Indeed, successful service largely depends, for example, on the ability of the waiter to understand the individual psychological features and recognize the momentary state of the guest, this approach will help the waiter to choose the best tactics for his service. The material of American psychologists on the lifestyles of consumers, including restaurant visitors, is very interesting. As you know, people differ from each other in different lifestyles, in particular, in how they spend time and money, how they spend and organize their leisure time. Lifestyle also characterizes their interests, preferences and attitudes, as well as what services and goods they will purchase as customers. Knowledge of lifestyle allows you to understand and model the consumer behavior of various visitors, helps to develop original restaurant concepts.

Introduction

Target

An object

Subject

tasks :

Research methods

Service psychology

From all of the foregoing, we can conclude that staff assessment is carried out to determine whether an employee is suitable for a vacant or occupied position, to improve the quality of guest service in accommodation facilities. It is done in three ways:

1. Evaluation of the employee's potential. When filling a vacant job, it is important to establish professional skills, knowledge, availability production experience, moral and business qualities of the candidate, his psychological characteristics and outlook.

2. Evaluation of the individual contribution. When using specially developed methods, it allows you to establish the quality, complexity and effectiveness of the work of a particular employee, which makes it possible to draw a conclusion regarding his compliance with the position held.

3. Certification of personnel. This method is a kind of comprehensive assessment that takes into account both the potential business opportunities that a person has and the contribution he actually made to the final result.

The evaluation methods listed above are widely used by employees of personnel departments. various enterprises and organizations to optimize management and workforce. Thus, their use is justified in the hotel industry.

The management of the organization, along with a competently and well-organized system for recruiting qualified personnel who can further lead the company to prosperity and universal recognition, must first of all take care of its employees, making working conditions comfortable and convenient, which positively affects the results of work. However, the selection of employees for work is the primary task of forming labor collective, and the future of the company depends on how correctly this work is done.

In the presented thesis work, a methodology was proposed for assessing personnel at a single enterprise.

It should be noted that if the hotel company is big company with a significant workforce, then at the time of hiring, candidates should be tested, and then every three years, certification of employees should be carried out to determine their professional knowledge and skills. Only after that it will be possible to speak with confidence about the professional level of recruitment, and the exclusion of the facts of recruitment incompetent people who have a superficial understanding of the hotel business.

Currently, hotel service enterprises often use only two ways to study a person’s personality when selecting him for a job: analysis of personality documents and interviews. Undoubtedly, the latter is not an ideal tool for compiling a complete psychological portrait person sufficient to disclose his personal and business qualities, and, importantly, the possibility of a subjective assessment of the applicant is not ruled out. Therefore, it is necessary to use the above three methods of assessing the personality in a complex.

There are also a number of questionnaires, using which the employer can obtain the information of interest to him in sufficient volume for analysis and assessment, based on personal impressions about a person and objective personal data. An example of this is the questionnaire we developed. This is done in order to prevent employees of personnel departments from receiving false information about the candidate. If certain questions arise in the process of studying a person, it is necessary to apply other types of human assessment, such as testing, obtaining characteristics from previous jobs.

If a person who is already working at the enterprise is being evaluated, then it is advisable to analyze the results of his work, the time spent on the performance of certain tasks, the volume and quality of work performed. When assessing the amount of work, the proportion of errors in work, the quality of the hotel services provided, their compliance with international standards, etc. are established. The individual labor indicator of an employee is made up of such components as the quality of labor and its volume.

The definition of labor contribution is one of important points in determining the value of an employee, since, based on the result obtained, most enterprises accrue interest on wages, provide material incentives to the employee, etc.

In the hotel industry, to get an idea of the quality of the work carried out, such a form of assessment as observation is often used. An example would be a situation where a hotel manager monitors the work of residential cleaning staff by comparing the state of the room before and after the client checks out.

In the case when the team is formed and works for a long time, it becomes necessary to determine the degree of professionalism of all employees, since some people improve their skills in the process of work, while others vice versa. For these purposes, as mentioned earlier, it is necessary to apply the certification method.

Personnel certification is a personnel management process carried out on the basis of a preliminary assessment of employees, in which the person's compliance with the position held is revealed. The main thing in certification is the study of the employee's reserve for increasing the return on production.

Certification should have the following main objectives:

Be the basis for the solution personnel issues(for the selection and enrollment of personnel, promotion, transfer to another job, dismissal) and control over these decisions;

Differentiate wages and salary;

Identify the person's ability to improve skills and monitor results;

To identify the employee's ability to further develop communication skills;

To provide information needs of personnel apparatuses.

The director of the enterprise, using the results of the certification of his employees, has the opportunity to make the following decisions:

On further professional development of managers, specialists and employees of the joint-stock company;

On material and other incentives for employees for the achieved positive results in their work;

On changing the size of official salaries for the relevant positions;

On the establishment, change, or cancellation of allowances for official salaries;

On the transfer of an employee to a higher position.

One of the advantages of certification at enterprises is its objectivity and documenting. This means that in case of disagreement of the certified person with the results of the testing, the materials can be considered by a special expert commission. All this leads to the fact that the number of illegal dismissals is reduced.

Summarizing the above, the following conclusions must be drawn:

1. Personnel assessment is carried out to determine the compliance of the employee with the position held or vacant;

2. Assessment of the employee's potential, his personal and business qualities (usually carried out by specialists);

3. Evaluation of the individual contribution allows you to establish the quality, amount of work and time spent on its execution;

4. Self-assessment of the employee's potential can be made using a questionnaire when applying for a job;

5. Certification of personnel is a comprehensive assessment that takes into account the potential and individual salary of an employee.

In conclusion, we should once again focus on the fact that a properly constructed and well-organized study and evaluation of job candidates and employees is the main guarantee of the prosperity of any enterprise.

Introduction

Each single client experience is unique in its own way, so the industry needs people who are ready to take on challenges and who can handle them here and now, who can predict difficult situations long before they become real problems. As you know, the main task of the hospitality industry is to satisfy the requests and needs of customers. However, it should be noted that, despite the comprehensive legal framework designed to facilitate the creation of a system of requirements for the quality of service, in practice there are a wide variety of problems associated with servicing each individual guest. And in this case, the problem of professional skills of each hotel employee involved in service comes to the fore.

As you know, each employee is competent to the extent that the work performed by him meets the requirements for the final result of this professional activity; evaluation or measurement of the final result is the only, in our opinion, scientific way to judge competence. In hospitality, the criterion of professionalism, based on the automatism of skills, can be considered the ability of an employee to freely and constructively solve professional problems and perform specified functions in accordance with the professional qualification requirements and the specific needs of each individual guest (the ability effective adoption situational decisions). This determines the relevance of the topic “Psychological features of serving guests in accommodation facilities”.

In our opinion, it is appropriate to talk about a specific type of competence in hospitality - "extreme professional competence", when a person is ready to work in a sudden situation. The practice of managing hotel enterprises shows that employees who possess these and similar psychological qualities are more than others ready to work with various groups tourists coming from different countries to effective actions in non-standard, extreme situations, to retraining when radically new service technologies appear.

Target thesis: to identify the compliance of employees with their position, their interaction and psychological compatibility to improve the quality of service to guests in accommodation facilities.

An object research is the process of serving guests in accommodation facilities.

Subject research - psychological features of guest service.

The purpose of the study is realized in the course of solving the following tasks :

- determine the type of communication between staff and customers;

- to determine the skills of professional communication and ways to attract potential customers;

- to characterize the basics of the theory and methods of personnel assessment; - analyze the problems of psychological compatibility.

Research methods Keywords: analysis of statistical data, analysis of documents, method of observation.

At the moment, the problems of developing effective behavioral skills in the professional activities of hospitality managers in science have not been developed at all. For a long time, the main emphasis in the formation of professional skills in serving tourists in the process of training hotel staff was placed on the technocratic component of the service and management process. It was considered important, a priority to teach an employee to properly perform various technological operations, for example, set the table, serve dishes, book, clean rooms, work with information management systems for hospitality enterprises, etc.

However, practice shows that the share of the humanitarian component, i.e. the share of the process of communication with the guest accounts for up to 80% of emergency situations, the behavior of the staff in which determines the guest's perception of the quality of the services provided. Therefore, today there is an urgent need to reconsider the very approach to the training of hotel staff, and at the same time to the training of specialists for the hospitality industry in educational institutions. The new concept should be based on teaching humanitarian technologies: methods of regulating emotional states, resolving conflicts, the basics of ethnopsychology, etc.

It should be noted that the most relevant today in the formation of professional skills for serving tourists among hotel staff is the study of the psychological foundations of vocational training and professional education of specialists in this field.

SERVICE PSYCHOLOGY IN THE HOSPITALITY INDUSTRY

Service psychology

The provision of services in the hospitality industry, in contrast to the sale of goods, has several specific features. First of all, it is inseparability from the source and object of the service.

The service is provided to one person by another person or firm, which again is represented by its employees. Therefore, in a service there is much more content related to communication, attitude and psychology than in a product.

American psychologist Will Schutz identified three basic social needs in humans: the need for belonging, the need for security and control, the need for close emotional relationships.

Much of what a person does, he does driven by these needs. Based on this, it can be argued that the first basic need of the client, which must be taken into account in the formulation of the service, is the need for a benevolent attitude.

To understand the behavior of a person in choosing who provides him with services, it is necessary to distinguish between two things: the service itself (and, if possible, try to understand exactly what need the client wants to satisfy) and how it is provided. The latter, in fact, represents the relationship that the client meets and enters into with the people (firm) that provide him with a service, so that in one act of service there are two most important components - the service and the attitude towards the client.

There is one completely unique product that every person needs, and this product cannot be sold anywhere so concentrated as in the service sector, and therefore in the hotel business. The name of this product is respect.

A service is a process that takes place between a client and a person or organization providing a service, it is deeply individual and even intimate to some extent. The service is consumed at the time of its provision. If the buyer is not satisfied with the product, he can exchange it for another one or return the money; service is not possible. Most often, it is impossible to objectively demonstrate to the client whether the service is good or not, one criterion works - whether he likes it or not. A frustrated customer does not complain, but simply changes the seller. Disappointment is not a problem of the physical qualities of the service, it is a comparison of expectations and the impressions received. It is clear that the quality of service is mainly a matter of contact or interaction.

Respect is manifested or consists in understanding, and therefore, in anticipating and taking into account the desires or problems of the guest, especially those that he did not count on.

One of the lures that motivates a person to visit high-class hotels and boarding houses is the difference in domestic comfort - the desire to live a few days in a more upscale living environment than usual. This can be especially attractive for participants of conferences and seminars, paid for by not only participants, but also organizations.

Similar motives attract a person to a restaurant: high-class (not everyday) cuisine, emphatically friendly service, the aesthetics of eating and table conversation, increasing prestige in the eyes of others, the opportunity to present oneself and look at the public, etc. Such non-trivial desires and motives lead the guest to make a choice in favor of this or that hotel, this or that restaurant.

A sense of self-esteem is created by the quality of household items, communication with exquisite things and the thoughtfulness of their presence. The predictability of desires and the quality of their satisfaction cause a person to feel self-esteem. A person very quickly gets used to this feeling, natural and necessary. But, having felt it once, people firmly assimilate such a standard of service, and they will look for it and focus on it in the future.

The second component of the client's self-esteem is more obvious - it is communication with service personnel. The client does not come to visit the receptionist or maid. He does not need their personal friendliness or personal attitude. But the hotel staff must respect the needs of the client. A client, turning to a hotel worker, can receive either support for his self-esteem, or tangible injections, a feeling of underestimation, neglect, insufficient care, etc.

A person who comes to a hotel for leisure or business wants to satisfy his desires. For one person, rest is an opportunity to sleep and not see other people, not to adhere to some kind of rigid daily routine, an opportunity to be alone with oneself; for another - new experiences and new people, the opportunity to make new acquaintances and touch new aspects of life. Such a person needs to meet other people and be in a lively and brilliant environment. He needs a change of impressions, new sensations during those few days or weeks that he spends in a new environment.

Among consumers of hotel services, one more need can be identified - the need to get acquainted with the sights. In very many hotels, it is recognized as essential and is satisfied to one degree or another. The guest often wants to know the place and the area in which he is. Local tour agencies can help him with this, especially if the hotel offers good conditions for the implementation of such programs and is located in the city, where there are sights and places, objects of interest for viewing.

1. The specifics of the provision of services in the service sector. Psychology of social needs of the client. Psychology of communication with a client. Professional ethics of communication between staff and clients. Formation and development of a communicative culture of personnel in the service sector. Axiological approach to the selection and work of personnel. social role hotel employee.

2. The specifics of the psychology of professional communication. The choice of means, forms and distances of communication. Rate of speech. Intonation and timbre of speech. Distances in communication . Posture when answering. Setting up a space for communication. Formation of the information-psychological environment. Exchange of customer and staff information. Staff position ( psychological problems). Attitude towards the client. Psychological ways to attract potential customers. Customer Satisfaction Rating System. Recommendations for specialists of the service on accounting for the psychology of the client.

3. Manager's image in service and tourism. The concept of "image". Behavioral characteristics of a charismatic personality. Image suggestion. Self-confidence. Positive energy. Appearance. Cloth. The manner of dressing is part of the image. A glance is a channel for the transmission of suggestive energy to other persons. Voice and speech are human suggestiveness. Facial expressions and gestures - practical aspects. Image restructuring. Visualists and Audiologists. Image according to K.S. Stanislavsky.

Literature:

1. Zeer E.F. Psychology of professions. Tutorial for students challenge. - 4th ed. – M.: Acad. Project; Mir Foundation, 2006.

2. Ilyina E.L., Shtykhno D.A. Marketing of business travel (experience of the United States of America) // Marketing in Russia and abroad. 1998. No. 1.

3. Kabushkin N.I., Bondarenko G.A. Hotel and restaurant management. Minsk: New knowledge, 2002.

4. Kotler F., BowenJ., MakenzJ. Marketing. Hospitality and tourism / Per. from English. Ed. R.B. Nozdreva. M.: UNITI, 1998.

5. Ladanov I.D. Practical management (Psychotechnics of management and self-training). M. 1995., 491 p.

6. Lesnik A.L., Sarkisov A.S., Yartseva S.I. Marketing. Business strategy of the enterprise. Vladivostok: TAMB, 1995.

8. Bailik SI. Hotel industry: problems, prospects, certification. Kiev: VIRA-R, 2001.

9. Magazine "Hotel and Restaurant". 2004. No. 4.

10. Magazine "Tourbusiness". 2004. No. 4.

12. Sorokina A.V. Organization of service in hotels and tourist complexes: Textbook. - M.: Alfa-M; INFRA-M, 2006. - 304 p. - (Series "Service").

The specifics of the provision of services in the service sector. Psychology of social needs of the client. The provision of services in the hospitality industry, in contrast to the sale of goods, has several specific features. First of all, it is inseparability from the source and object of the service. The service is provided to one person by another person or firm, which again is represented by its employees. Therefore, in a service there is much more content related to communication, attitude and psychology than in a product. American psychologist Will Schutz singled out three basic human needs: the need for belonging, the need for security and control, the need for close emotional relationships.

Much of what a person does, he does driven by these needs. Based on this, it can be argued that the first basic need of the client, which must be taken into account in setting up a service, is the need for positive communication and a benevolent attitude.

To understand the behavior of a person in choosing who provides him with services, it is necessary to distinguish between two things: the service itself (and, if possible, try to understand exactly what need the client wants to satisfy) and how it is provided. The latter, in fact, represents the relationship that the client meets and enters into with the people (firm) that provide him with a service, so that in one act of service there are four most important component to client- service, attitude, reflection and communication with him.

Service- this is a process that takes place between the client and the person or organization providing the service, it is deeply individual and even intimate to some extent. The service is consumed at the time of its provision. If the buyer is not satisfied with the product, he can exchange it for another one or return the money; service is not possible. Most often, it is impossible to objectively demonstrate to the client whether the service is good or not, one criterion works - whether he likes it or not. A frustrated customer does not complain, but simply changes the seller. Disappointment- this is not a problem of the physical qualities of the service, it is comparison of expectations and received impressions.

Ministry of Education and Science Russian Federation

FSBEI HPE "SARATOV STATE UNIVERSITY NAMED AFTER N.G. CHERNYSHEVSKY"

Department of Tourism and Cultural Heritage

Test

Ethics business communication in the field of hotel service

Saratov 2014

Introduction

The hotel industry is the most important sector in the structure of tourism, which is a material - technical base industry and determining the type, features and quality tourism product.

The processes taking place in the tourism sector as a whole are reflected in the main indicators of the functioning of hotels, and the latter determine the indicators of tourist activity in this direction.

The hotel industry is currently flourishing in all countries and Russia is no exception. In Saratov, of course, there are many hotels, but they do not reach the world level.

The purpose of this work is to study the hotel industry in Saratov on the example of CJSC "Astera".

Tasks of this work:

· study of the concept of hotel industry

· analysis of the hotel market in Saratov, the relevance of hotels.

In this work, we used the works of such authors as V.V. Borodin, K.A. Kurkina and A.S. Kuskov. This literature covers aspects such as state of the art and development of the hospitality industry, development factors of the hospitality industry, modern tendencies development of the hospitality industry. The publications also analyze the terms of contracts, analyze in detail the issues of reflecting income from living, expenses for landscaping, and much more.

The analysis of this work takes place in two topics: the concept of the hotel industry and the analysis of the hotel market in Saratov.

1. The concept of the hotel industry

The hotel and restaurant business is the main component of the tourism industry. Development of internal and international tourism is largely related to the level of material and technical base of tourism enterprises, the branching and diversity of their network, the quality and volume of services offered by the hotel industry. Hotel enterprises perform one of the main functions in the service of tourists - they provide them with housing and household services during the travelling.

At one time, the concept of "hotel industry" correlated with economic activity, which consisted in the provision of paid hotel accommodation services. Subsequently, with the growing demand for tourism services and the desire of hotels to expand the complexity of services, accommodation services began to be closely associated with catering and the implementation of additional services. This gives grounds for defining the concept of "hotel industry" in its broad and narrow senses. The definition of "hospitality" in a broad sense includes accommodation, meals and Additional services; in the narrow sense - only living.

The accelerated development of the tourism industry, the desire of enterprises to obtain higher profits and the growing solvency of service consumers contribute to the expansion and diversity of hotel activities. Along with accommodation and catering services, the following new additional services are offered, such as: business meetings, sports, medical, mediation, public utilities, etc. At the same time, hotel enterprises are expanding services not only inherent in this area, but also in other industries, food. The concept of "hotel business" was initially used to define the activities of hotels. Now this concept covers the activities of campsites, motels, tourist centers, cottages, etc. But the hotel was the first type of enterprise that provided accommodation services to citizens, and it was he who gave the name to the entire industry.

There are a number of other enterprises that provide temporary residence services for citizens, but they are not included in the hotel industry. These are rest houses, sanatoriums, boarding houses, children's holiday camps, dispensaries, etc. They do not belong to the hotel industry because they provide accommodation services is not their main activity, and the price of services, as a rule, does not much exceed their cost. The economic essence of hotel activity lies in the fact that it has an intangible character. The result of the production and operational activities of hotels is not a "finished product", but the offer of a special type of service. At the same time, services cannot be produced separately from the existing material product, i.e. without exploitation of the material and technical base (buildings, structures, equipment, inventory), which is the basis for the production and sale of the services offered. Taking into account the peculiarities of service in the hotel industry, where the production and consumption of services are combined, the whole process is defined by the concept of "provision of services". It should be emphasized that in the course of this activity sales and direct provision of services are carried out.

The level of service in the modern hotel industry is mainly due to the state of the material and technical base of the enterprise that offers (buildings, structures, engineering and sanitary equipment, electrical appliances, furniture, etc.). IN last years there is a process of updating and diversifying the material and technical base of enterprises, raising the professional level of hotel staff, introducing innovative technologies etc. Hotel buildings are equipped with sports, medical, entertainment and other facilities. Consequently, the process of servicing consumers of services is modified, and the services offered become complex. At the same time, the demand for hotel services is uneven, which is due to economic, demographic, natural and climatic factors. Very often it depends on the season, days of the month and even weeks. Therefore, hotels, motels, campsites must have a certain reserve of rooms, as well as material and labor resources to promptly and effectively respond to its fluctuations.

The constant readiness of hotel enterprises to meet and serve guests requires the simultaneous presence of an administrator, registrar, porter, porters, maids and other specialists during the day. This greatly reduces the efficiency of the use of personnel. However, domestic and foreign experience opens up ways to overcome this contradiction (for example, the introduction of a brigade organization of labor based on the principle of combining professions). So, in the hotel association "Formula-1", which owns 200 motels in France, Belgium, Germany, Great Britain and the Netherlands as a result of the introduction electronic system reservation of places, the number of permanently working personnel in individual enterprises reduced to a minimum and amounts to 2 - 3 people per enterprise.

The process of providing the main service in the hotel business can be schematically divided into several main stages: - Information about the provision of a range of services;

Reservation (booking) of places;

Implementation of services;

Meeting and seeing off guests;

Service during your stay.

These stages of the provision of accommodation services are interrelated and interdependent, each separately and collectively they determine the level of quality of the enterprise. In order to improve the level of quality and culture of service. as well as competitiveness in the global market, hotel and restaurant businesses must offer not only a high level of comfort, but also a wide range of additional services. It is advisable to form the hotel service not on the principle of demand, but on the principle of supply.

The range of additional services in this area is constantly expanding. If earlier in the list of hotel enterprises in our country there were no more than ten of them, now there are already more than sixty, which greatly complicates the work of managers in this field of activity.

Additional services provided by domestic hotel enterprises according to general characteristics, according to the satisfaction of demand, can be divided into groups, namely: 1. Services to ensure the comfort of guests' stay in the hotel and in the area of their temporary stay: positions on the acquisition of goods, souvenirs, the presence of historical and cultural monuments and cultural and educational institutions);

Utilities (laundry, cleaning, ironing, repair of shoes, watches, suitcases, sports equipment etc.);

Intermediary (reservation of places in cultural and entertainment institutions, ordering theater tickets, reservation of rooms in other places of stay, etc.);

Motor transport services (garage, parking, minor repairs Vehicle); - Sale of goods, media publications, souvenirs;

Rental of sports, beach equipment, computer equipment, cars, copying equipment, etc.;

Storage of correspondence, valuables.

Services for informing travelers about the region, host country (organization of excursions, meetings, watching films, participation in celebrations on the occasion of national holidays, etc.); 3. Services that provide an increase in the level of comfort in hotel rooms (meals in the room, installation additional equipment etc.); 4. Services related to meeting the special wishes of guests - artists, athletes, businessmen, etc. (Use of musical instruments, sports equipment, services of personal guides, translators, secretaries, provision of telex, satellite communications, computer equipment, etc.) .

Depending on the type and category of the hotel, the list of additional services varies significantly. 5 star hotels must provide all additional services themselves through wide network own divisions (hairdressing salon, restaurant, cafe, bar, post office and bank, shops, kiosks, bureaus of various types of services). Hotel and restaurant business enterprises high category, as a rule, have a large capacity, lower - small or medium in volume. That is why they have different numbers management personnel. The maintenance of a large apparatus of managers is economically justified only on large enterprises. In connection with the elimination of centralized management structures, gaining full economic independence, deploying privatization processes, enterprise managers are forced to independently plan their further development, conclude appropriate economic agreements, ensure technological processes providing services to select personnel and supervise the work of personnel, to solve many situations and visible problems on a daily basis. Significantly increased volume managerial work associated with the delivery, accounting, control of the execution of tasks. All this requires highly qualified managers, their ability to perform any managerial functions at a high level.

The features of the managerial activity of enterprises of the hotel and restaurant direction are considered, which encourage them to unite in associations, economic societies, where a number of managerial functions can be performed centrally.

hospitality tourist hotel market

2. Analysis of the hotel market in Saratov

Consider the hotel industry in this paper, I would like to consider the example of the hotel industry "Astera". CJSC "Astera" is a complex that includes such hotels as "Volga", "Olympia" and "Saratov". All these hotels are located in the city center, which is very convenient for visiting tourists. The hotels have more than 200 rooms of different categories: from economy class to deluxe rooms, where you can hold various conferences and seminars, as well as luxurious holidays for the stars. Booking rooms is very convenient, it is also possible on the company's website.

Now consider each hotel separately.

Hotel "Volga" is a three-star hotel located in the center of Saratov, on Kirov Avenue. It is only 6 minutes drive from the train station. The hotel offers rooms and suites with a flat-screen TV, air conditioning, a refrigerator, and there is also a work desk for the convenience of negotiations. Each room has a private bathroom.

A continental breakfast is served every morning at Volga. The building also has a bar and a restaurant of traditional Russian cuisine.

Hotel "Olympia" - a nine-storey beauty hotel "Olympia" proudly rises in one of the central districts of Saratov. The upper floors of the building offer a picturesque view of the great Russian river Volga.

The location of the hotel "Olympia" is an ideal place for guests who want to be in the center of business, sports and cultural life of the city. Ideal for accommodating participants in sports competitions, exhibitions, seminars and conferences.

Hotel Olympia offers its guests individually decorated rooms and suites with TVs and refrigerators. Each room has a private bathroom with toiletries.

During their stay at this hotel, guests can sign up for a massage, as well as visit a beauty studio and a hairdresser.

A continental breakfast is served in the morning. A variety of Russian and international dishes are served at Virazh Restaurant.

It also offers free Wi-Fi, free parking and a sauna.

Within walking distance: the only exhibition business site in the city - the Manege of the Sports Palace, the Crystal Ice Palace, the Saratov swimming pool, as well as the City Park of Culture and Leisure. Maxim Gorky - the main and one of the largest parks in Saratov.

A ten-minute drive from the cultural and historical center of the city, Saratov Arbat - Kirov Avenue, theaters, museums, embankment, parks, restaurants, cafes.

Hotel "Saratov" - focused on business people- those who respect themselves and value their time. Optimal for accommodation of participants of exhibitions, seminars and conferences. The best choice for those who travel to Saratov on a business trip.

The hotel is located in the central business part of the city. The largest office centers are located within a few minutes drive.

Here are presented such rooms as apartments, suites, studios, junior suites and standard.

The hotel is a temporary home. I want it to be warm and cozy! The management and staff of the Saratov Hotel create comfortable conditions for guests, surround with attention and care, which allows you to keep warm feelings, good memories of our city in the heart of a person.

There are many hotels in our city, from fashionable to standard, there is a hotel for each person.

Conclusion

The hotel industry is the essence of the hospitality system. It comes from the oldest traditions in the history of mankind - respect for the guest, the triumph of his reception and service. It organically and naturally connects restaurants, cafes, transport and excursions into a single chain of tourist and excursion services. Today the hospitality industry is economic activity includes the provision of services and the organization of short-term accommodation in hotels, motels, campsites and other accommodation facilities for a fee and is powerful system economy of the region or tourist center. To attract the flow of tourists to the country, it is necessary to develop advertising, organize the leisure industry, and ensure a stable situation in the country.

The hotel business has a huge development potential. It is a backbone industry that creates a complex set of financial and economic relations between economic entities of various directions.

In the course of this work, we learned what the hotel industry is and examined the hotels of Saratov, using the example of CJSC "Astera". For the most part, hotels are presented in the city center and this allows tourists, in addition to their immediate purpose of staying in our city, to get acquainted with its sights of Saratov without going far from their temporary home.

Also, we learned that in these hotels all the necessary conditions for a comfortable stay, parking for those who travel by car. Rooms that will satisfy the requirements of the most sophisticated tourists to the most pampered.

And qualified staff will provide guests with coziness and comfort, which is very important for people who are outside their home.

List of used literature

Borodina V.V./Restaurant and hotel business V.V. Borodina.-M.: Sfera, 2001

Kurkina K.A./Hotel business K.A. Kurkina.- M.: Bustard, 2006

Kuskov A.S./Hotel business A.S. Kuskov. - M.: Litkon, 2009

Balashova E.A./Hotel business E.A. Balashova.-M.: Vershina, 2005

Yakovlev G.A./Hotel economy G.A. Yakovlev.-M.: RDL, 2006

Shmatko L.P./Tourism and hotel industry L.P.Shmatko.-M.: March, 2005

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