Организация гостиничного дела

1. What are the competitive advantages of combining hotel

enterprises in the network? What are the largest hotel chains you
know? Which ones are present on the Russian market?
What are the competitive advantages of combining hotel enterprises in the
network?
1. Networked standards - increased stability in the industry
2. Purchase of large consignments of goods and services at wholesale
(reduced) prices.
3. Great investment opportunities
4. Creation of a unique, easily recognizable hotel brand
5. Client access to any hotel of the chain anywhere in the world
6. Strengthening the position of each partner in the network thanks to
network resources and network support
7. Simplification of the procedure for strategic planning and forecasting
8. Centralized accounting system, marketing research, construction and
real estate transactions. The personnel employed in these areas can
serve all the hotels in the chain, which significantly reduces the
corresponding costs for each individual member of the chain.
9. Higher return on in-chain hotels
10.Uniform network standards of hotel offer
What are the largest hotel chains you know?
· Marriott
· Radisson
· Accor
· Hilton
· Choice
· Best Western
· Carlson
· InterContinental Hotels Group (IHG)
· Starwood
Which ones are present on the Russian market?
 · Marriott
· Radisson
· Accor
· Hilton

2. What are the main business models for organizing a hotel

business? Describe each one.
I. Ritz model
Components: European traditions of sophistication and aristocracy
Features of the model:
· the uniqueness of the interior and style of service;
· limited staff with the impossibility of professional growth;
· originality, dissimilarity to other hotels;
· location in medium-sized cities and historical and cultural centers

II. Wilson model

Particular attention is paid to the greater flexibility in the use of the customer
service system in the system using high performance service. Considerable
attention is paid to the interior of the hotel, starting from the lobby. Over 50%
of the hotel rooms in the world are under the control of the hotel chains, built
on this model. Such chains are managed by one owner - the parent holding.
Primary requirements:
- the unity of style, architecture, interior;
- the unity of designations and external information;
- spacious and functional hall;
- service automation at all enterprises of the chain;
- numbers provided for regular customers;
- breakfast - buffet;
- availability of a conference hall;
- flexible tariff system;
- unified management, marketing and communications service;
- career opportunities for employees;
- own construction, repair companies and training courses;
- work with the permanent clientele sector;
- location in different countries, depending on the concept

III. Voluntary hotel chains

Hotels are united under a single brand according to any homogeneous
characteristics that meet certain standards and sets of services, regardless of
the country of location. Hotels - members pay contributions to a single fund,
which is spent on combined advertising and marketing activities, product
promotion, etc. At the same time, their financial, economic and managerial
independence is fully preserved. In fact, these chains represent something like
an association of hotels, united by a single agreement.
№3 List the main forms of hotel business combination.
Integrated hotel chains produce and sell a product that is consistent and
uniform. All hotels in the chain have a name and a sign. .

Franchising is a method of entrepreneurship, through which an entrepreneur can

unite with an already existing large chain. The franchisor, i.e. this chain,
provides “a legally protected right to engage in certain business activities, as
well as assistance in organizing these activities, training, implementation and
management for remuneration from the franchisee” (from the definition of the
International Association of Franchising Organizations). The franchisor creates
a complete concept of the enterprise or working methods, and the franchisee
buys the right to use the existing developments.

In this case, according to the contract concluded by large hotel chains

(franchisors) and independent hotels entering into the chain, the latter are
granted the right to use for commercial purposes the chain's brand name,
technical and commercial information, booking information systems, technical
assistance, staff training and other opportunities available to the franchisor. The
franchisor periodically pays for this compensation stipulated in the contract in
the amount of 3-4% of the turnover, and also makes an initial payment of about
30%. Franchising is beneficial both for the franchisor, who attracts money from
outside and with their help develops much faster than he could develop at his
own expense, and for the franchisee, who has money and the desire to work, but
lacks experience and reputation. Some corporations franchise individual retail
outlets, while others franchise entire businesses. The system of franchise
agreements has become widespread in the world. If a hotel is a franchise
member of a well-known hotel chain, it can be managed independently, outside
the direct control of the chain administration. In this case, the chain has no
rights to income and is not responsible for losses on franchise operations.

Contract hotel management is a method of conducting the hotel business, which

involves the conclusion of a contract between the owner of the enterprise and a
company whose main activity is the professional management of hotels in this
market segment. A company that enters into management under a contract does
not receive any rights to the property of the enterprise itself. Under the contract,
the company usually has limited financial responsibility and in all cases
receives income, which, of course, the greater the profit the hotel gives. In
practice, all companies that own luxury hotels, as well as middle-class hotels,
enter into management contracts with professional management companies.
4. Highlight and define the features of the development of the hotel
business in Russia at the present stage.
Over the past few years, the global hospitality industry has confidently held the
palm of popularity among both large investors and small and even novice
entrepreneurs. After all, the main feature of the hotel business is that its growth
does not stop even during the global economic crisis. Whatever the economic
situation, the middle class around the world does not refuse to travel during the
summer and Christmas holidays. In addition, thanks to the globalization of the
economy, economic ties between countries, industries and companies are
developing and strengthening. These main trends determine the prospects of the
hotel business, such as the development of the existing hotel industry and the
development of its new segments.The distinctive features of the hotel business
in Russia and the CIS countries are the revival of the industry after the collapse
of the USSR, the development of European standards of service quality and the
establishment of new international relations. As for Russia, so far the most
active hotel industry is developing in the capital, St. Petersburg and the pre-
Olympic resort of Sochi — these cities attract large investments today and
account for about 70% of the industry's turnover. At the same time, positive
growth trends are evident in western Kaliningad, in the Far East, in industrial
Krasnoyarsk, Irkutsk and other settlements in the water area of Lake Baikal, as
well as in large industrial centers of the country, where new modern hotels are
appearing. Domestic hoteliers have already realized that the prospects of the
hotel business are small 2-3-star hotels, which are in the greatest demand and
already accept about 80% of guests. This sector is particularly well developed in
St. Petersburg, where investors buy residential buildings or huge communal
apartments in the historical center of the city and hotels are created in them after
reconstruction. Spoiled by the attention of customers, Moscow players of the
hotel business consider the small hotel sector unattractive for themselves and
prefer the construction of large hotel complexes, buying a franchise of world-
famous chain hotel giants-Marriott, Hyatt, Hilton, etc. Fortunately, world
tourism and the hospitality industry live not only in the capitals, but even more
so in the charm and impressions of the hinterland. Tourists from all over the
world primarily go to places where there are convenient transport links,
interesting sights and conditions for comfortable living and recreation. Russia is
interesting to foreign travelers for its history, unique culture, excellent
conditions for winter and summer sports, and, of course, business people are
interested in the possibilities of joint business. In addition, the upcoming
Olympic Games in Sochi will attract millions of foreign visitors to our country
and will fuel the interest of millions more of their compatriots in Russia. This
will be a powerful catalyst for the most promising prospects for the
development of the hotel business in other cities. Entrepreneurs and investors in
the industry will only have to correctly determine the direction and prospects of
the hotel business, paying special attention to the segment of small 2-3-star
hotels with the shortest payback period. Your target audience of potential
customers should be selected depending on the characteristics of the city.
Traditionally, the tourism sector serves two conditional groups of travelers:
representatives of the middle class, who came during the holidays to relax, have
fun and get acquainted with the sights of the country or city; business people
who have visited a country or city for business purposes. Depending on the
identity of tourists to a particular group, their requirements for the hotel also
differ. Classic tourists spend most of their time on excursions and
entertainment, spending a minimum of time in the hotel. They are less interested
in the attributes of comfort, they are quite satisfied with a clean and cozy hostel
with a minimum of amenities, but with a low cost of living. For business
travelers, hotels of the
business category are preferred and the requirements for comfort in this case are
much higher. The hotel for business travelers serves as a place for business
meetings and conferences, and a temporary home where they can comfortably
relax after work, a business dinner or excursions in their spare time. The price
does not play a special role for him. When choosing a hotel, both groups of
tourists primarily prefer a convenient location, walking distance or convenient
иto the main transport hubs, historical and architectural attractions, resort
facilities and beaches. The second important factor in choosing a hotel is its
decent appearance and a standard set of modern amenities. Finally, the friendly
staff, the level of service, the presence or proximity of a restaurant or bar, as
well as the presence of wireless Internet in the arsenal of amenities will decide
whether the guest will become a customer of this particular hotel. The
competition in the hotel segment is very high, and the demands of guests are
also growing, so the only way to success and the peculiarity of the hotel
business development is to improve the quality of service and flexibility in
meeting the rapidly changing needs of guests.

5.What changes in the hotel services market have occurred in connection

with the pandemic?

The hotel industry has suffered the most from the pandemic: restrictions on
movement and a sharp decline in demand led to a record 36.2% decline in the
volume of the hotel and similar temporary housing services market in Russia in
2020. Nevertheless, hoteliers took all possible measures to increase occupancy
and stay afloat. Special attention was paid to ensuring the safety of guests:
hotels accommodated guests in such a way as to reduce the number of
contacts, abandoned buffets and other types of outdoor buffets, and provided
staff with the necessary protective equipment. In general, it is expected that a
gradual improvement in the epidemiological situation will contribute to the
growth of both domestic and international
6. What measures does the hotel take to overcome the seasonality?

The long-standing problem for hoteliers and managers is how to maximize

income and employment, despite the consequences of seasonality. There are
two main tactics for working in the «dead season.»
The first involves stimulating sales, the second involves minimizing costs. Sales
promotion, however, almost always involves additional investment, so this
method is not available to all enterprises. Both approaches have their
advantages and disadvantages, given which it is possible to develop an
effective strategy to overcome seasonality.
The following additional ways can be recommended to solve this problem:
Flexible pricing policy. It may include: demand-counted pricing, various
discounts and bonuses, a loyalty program. Expansion of the range and range of
services, as well as an increase in the volume of services for all items
(diversification). Entering package special offers for certain groups of tourists,
for example, for business travelers (accommodation + transfer or
accommodation + lunch and dinner) or tourists coming on a weekend vacation
(accommodation + excursions), as well as concluding contracts with travel
agencies to accommodate groups.
Congress services, that is, the organization of conferences, seminars, meetings,
as well as weddings and other celebrations at special prices other than the
«high» season. In general, it should be noted that the orientation of hotel
services to the business segment is becoming increasingly common in hotels in
Primorsky Krai, because it is the business segment that is the least affected by
seasonality and provides a stable average annual occupancy rate.
Development of business ties. You should use your free time and resources to
actively interact with partners, for example, to attend events – forums,
exhibitions, presentations, business breakfasts. This will strengthen existing
and make new business acquaintances and use them for event marketing, for
example, by providing barter-based venues for business meetings in exchange
for a list of participants in the event to whom the hotel can further offer its
services. Application of the crisis management system. It is necessary to
develop a clear structure of the organization, a sales organization system, an
information system, debug planning, identify specific problems arising in the
low season, and develop a plan to solve them, as well as reduce non-critical
objects of expenditure. Promotion of restaurant services. It won't be
superfluous to pay attention to the possibilities of the food service. Success will
bring a good location, a separate entrance, an adequate combination of price
and quality, special promotions (breakfasts, business lunches, brunches), a link
to holidays and events, and an understandable kitchen concept. Emphasis on
the staff. Staff training to improve the quality of service, focusing on aggressive
hotel product sales strategies. Increased sales «from the rack.» It is
recommended to implement a loyalty program to ensure repeated direct
orders. This should apply not only to «direct» guests, but also to those who
booked through online booking sites. For example, you can send them emails
offering discounts if they order «right through the hotel (hotel website, mail or
phone number) next time. IT system optimization. Very often hotels have
useful data, but do not know how to use it. The adoption of effective IT
systems (database software, analytical tools, etc.) can help managers analyze
existing data, identify trends and highlight future strategic decisions.
7. What are the legal and regulatory documents governing the activities of
hotels for the provision of services?
(Как проводится лицензирование, какие документы для этого
необходимы?)
The basis for the effective operation of hotel companies and the guarantee
of the protection of the rights and interests of all participants in the hotel market
is the legal regulation of the provision of hotel services in the Russian
Federation. This concept includes normative legal acts and administrative
documents, the main of which are listed below.
Law of the Russian Federation of 07.02.1992 No. 2300-1 "On Protection
of consumer rights" (current version of 01.01.2013). Regulates the relations that
arise between consumers and manufacturers, performers, importers, sellers
when selling goods (performing works, rendering services), establishes the
rights of consumers to purchase goods (works, services) of proper quality and
safe for life, health, property of consumers and the environment, obtaining
information about goods (works, services) and their manufacturers (performers,
sellers), education, state and public protection of their interests, and also
determines the mechanism for the implementation of these rights.
Federal Law No. 390-233 of 28.12.2010 "On Security". Defines the basic
principles and content of activities to ensure the security of the state, public
security, environmental security, personal security, and other types of security
provided for by the legislation of the Russian Federation.
Federal Law No. 132-Φ3 of 24.11.1996 "On the Basics of Tourist
Activity in the Russian Federation "(as amended by Federal Laws No. 309-FZ
of 30.12.2008, No. 123-Φ3 of 28.06.2009, No. 365-FZ of 27.12.2009, No. 242-
FZ of 30.07.2010, No. 169-FZ of 01.07.2011, and No. 47-FZ of 03.05.2012).
Defines the principles of state policy aimed at establishing the legal basis for a
single tourist market in the Russian Federation, and regulates relations arising in
the exercise of the rights to rest, freedom of movement and other rights when
traveling, as well as determines the procedure for the rational use of tourist
resources of the Russian Federation.
Federal Law No. 69-FZ of 21.12.1994 "On Fire Safety" (as amended by
Federal Laws No. 173-Φ3 of 23.07.2010, No. 243-Φ3 of 28.09.2010, No. 442-
FZ of 29.12.2010, No. 242-FZ of 18.07.2011, No. 243-Φ3 of 18.07.2011, No.
248-FZ of 19.07.2011, No. 309-Φ3 of 08.11.2011, No. 345-Φ3 of 30.11.2011
with amendments., as amended by Federal Law No. 150-FZ of 27.12.2000, and
by the Ruling of the Constitutional Court of the Russian Federation No. 82-0 of
09.04.2002). Defines the general legal, economic and social foundations for
ensuring fire safety in the Russian Federation, regulates relations in this area
between state authorities, local self-government bodies, institutions,
organizations, peasant (farmer) farms, and other legal entities, regardless of
their organizational and legal forms and forms of ownership, as well as between
public associations, individual entrepreneurs, officials, citizens of the Russian
Federation, foreign citizens, and stateless persons.
Federal Law No. 123-233 of 22.07.2008 "Technical Regulations on fire
safety requirements". The law was adopted in order to protect the life, health,
property of citizens and legal entities, state and municipal property from fires,
defines the main provisions of technical regulation in the field of fire safety and
establishes general fire safety requirements for objects of protection.
Federal Law No. 7-FZ of 10.01.2002 "On Environmental Protection" (as
amended by Federal Laws No. 32-Φ3 of 14.03.2009, No. 374-Φ3 of
27.12.2009, No. 442-FZ of 29.12.2010, No. 190-FZ of 11.07.2011, No. 242-FZ
of 18.07.2011, No. 243-Φ3 of 18.07.2011, No. 248-FZ of 19.07.2011, No. 331-
Φ3 of 21.11.2011, 25.06.2012 No. 93-203 as amended by Federal Law No. 417-
FZ of 07.12.2011). Defines the legal basis of the state policy in the field of
environmental protection. Regulates relations in the sphere of interaction
between society and nature that arise during the implementation of economic
and other activities related to the impact on the natural environment as the most
important component of the environment, which is the basis of life on Earth,
within the territory of the Russian Federation, as well as on the continental shelf
and in the exclusive economic zone of the Russian Federation.
Federal Law No. 52-FZ of 30.03.1999 "On the Sanitary and
Epidemiological Welfare of the Population" (as amended by Federal Laws No.
243-Φ3 of 28.09.2010, No. 394-Φ3 of 28.12.2010, No. 215-FZ of 18.07.2011,
No. 242-FZ of 18.07.2011, No. 243-Φ3 of 18.07.2011, No. 248-FZ of
19.07.2011, No. 52-FZ of 05.06.2012, No. 25.06.2012 93-233 as amended by
federal Laws No. 88-FZ of 12.06.2008, No. 178-FZ of 27.10.2008, No. 268-FZ
of 22.12.2008, and No. 417-FZ of 07.12.2011). It is aimed at ensuring the
sanitary and epidemiological well-being of the population as one of the main
conditions for the realization of the constitutional rights of citizens to health
protection and a favorable environment.
Federal Law No. 294-FZ of 26.12.2008 "On the Protection of the Rights
of Legal Entities and Individual Entrepreneurs in the Exercise of State Control
(Supervision) and Municipal Control" (as amended by Federal Laws No. 65-FZ
of 22.04.2010, No. 66-FZ of 26.04.2010, No. 191-FZ of 27.07.2010, No. 224-
FZ of 27.07.2010, No. 227-FZ of 27.07.2010, No. 242-FZ of 30.07.2010, No.
408-FZ of 28.12.2010).Federal Law, No. 69-FZ of 21.04.2011, No. 123-Φ3 of
04.06.2011, No. 169-FZ of 01.07.2011, No. 242-FZ of 18.07.2011, No. 47-FZ
of 03.05.2012, No. 93-Φ3 of 25.06.2012). This Federal Law regulates relations
in the field of organization and implementation of state control( supervision),
municipal control and protection of the rights of legal entities and individual
entrepreneurs in the implementation of state control (supervision), municipal
control.
Federal Law No. 99-FZ of 04.05.2011 "On Licensing of Certain Types of
Activities" (as amended by Federal Laws No. 242-FZ of 18.07.2011, No. 283-
Φ3 of 19.10.2011, and No. 93-Φ3 of 25.06.2012, as amended by Federal Law
No. 327-Φ3 of 21.11.2011). Regulates relations arising between federal
executive authorities, executive authorities of the subjects of the Russian
Federation, legal entities and individual entrepreneurs in connection with the
licensing of certain types of activities.
Federal Law No. 29-FZ of 02.01.2000 "On the Quality and Safety of
Food Products "(as amended by Federal Laws No. 394-393 of 28.12.2010, No.
242-FZ of 18.07.2011, No. 248-FZ of 19.07.2011, as amended by Federal Laws
No. 88-FZ of 12.06.2008, No. 178-FZ of 27.10.2008, and No. 268-FZ of
22.12.2008). The Law regulates relations in the field of ensuring the quality of
food products and their safety for human health.
Federal Law No. 171-FZ of 22.11.1995 "On State Regulation of
Production and Turnover of Ethyl Alcohol, Alcoholic and Alcohol-containing
Products and on Restriction of Consumption (Drinking) of Alcoholic Products"
(as amended by Federal Laws No. 41-FZ of 05.04.2010, No. 227-FZ of
27.07.2010, No. 430-Fz of 28.12.2010, No. 169-FZ of 01.07.2011, No. 218-FZ
of 18.07.2011, 21.07.201 1 No. 253-Φ3, dated 25.06.2012 No. 93-Φ3, as
amended by Resolution of the Constitutional Court of the Russian Federation
No. 17-P of 12.11.2003, Federal Laws No. 134-Φ3 of 26.07.2006, No. 55-FZ of
20.04.2007). The Law establishes the legal basis for the production and turnover
of ethyl alcohol, alcoholic and alcohol-containing products and restrictions on
the consumption (drinking) of alcoholic products in the Russian Federation.
Federal Law No. 54-FZ of 22.05.2003 "On the Use of Cash Registers in
Cash Settlements and (or) Settlements using Payment Cards" (as amended by
Federal Laws No. 121-FZ of 03.06.2009 (as amended on 17.07.2009), No. 162-
FZ of 17.07.2009, No. 192-FZ of 27.07.2010, No. 162-FZ of 27.06.2011, No.
94-FZ of 25.06.2012). Establishes the procedure for the use of control cash
registers in the implementation of cash payments and (or) payments using
payment cards.
Federal Law No. 381-383 of 28.12.2009 "On the Fundamentals of State
Regulation of Trade Activities in the Russian Federation" (as amended). Federal
Law No. 369-Φ3 of 23.12.2010, as amended by Federal Law No. 327-Φ3 of
21.11.2011). The Law defines the basis for state regulation of trade activities in
the Russian Federation.
Resolution of the Government of the Russian Federation of 25.04.1997
No. 490 "On Approval of the Rules for the provision of hotel services in the
Russian Federation" (as amended by Resolution of the Government of the
Russian Federation of 13.03.2013 No. 206). Sets the rules for the provision of
hotel services.
 Resolution of the Government of the Russian Federation of 15.08.1997
No. 1036 "On Approval of the Rules for the provision of public catering
services" (as amended by Resolution of the Government of the Russian
Federation of 10.05.2007 No. 276). Regulates the relations between consumers
and performers in the field of public catering services, as well as ensures the
morals of consumers and determines the procedure for the implementation of
these rights.
Resolution of the Government of the Russian Federation of 18.07.2007
No. 452 "On approval of the rules for the provision of services for the sale of a
tourist product". Defines the procedure for providing services for the sale of a
tourist product.
In addition to the above-mentioned regulatory documents, there are a
number of other laws and legislative acts that regulate activities related to the
provision of hotel and tourist services, namely::
* Federal Law No. 109-FZ of 18.07.2006 (as amended) • No. 400-FZ of
07.06.2013) "On Migration Registration of Foreign Citizens and Stateless
Persons in the Russian Federation";
* Resolution of the Government of the Russian Federation No. 9 of
15.01.2007 (as amended). dated 21.01.2013) "On the Procedure for Migration
Registration of Foreign Citizens and Stateless Persons in the Russian
Federation";
* Federal Law No. 152-FZ of 27.07.2006 (as amended). dated 25.07.2011
No. 261-FZ) " On personal data";
* Federal Law of the Russian Federation of 27.12.2002 No. 184 FZ "On
Technical Regulation" (adopted by the State Duma of the Federal Assembly of
the Russian Federation on 15.12.2002, the current version of 15.12.2012).
8. How islicensing carried out what documents are required for this?
(Какие существуют нормативно-правовые документы,
регламентирующие деятельность гостиниц по оказанию услуг?)
Licensing, standardization and certification are the most important
instruments of state regulation of the activities of hotel organizations and
protection of the rights of consumers of hotel services. Licensing of
international hotel activities is one of the types of legal pre-trial mechanism of
its state regulation. A license is a permit issued by a state body to legal entities
or individuals to carry out hotel activities for a certain period of time, subject to
a number of conditions.
To obtain a license, the applicant submits the following documents to the
relevant licensing authority:
- application for granting a license with an indication of:
- name and legal form, location-for a legal entity; surname, first name,
patronymic, place of residence, data of an identity document-for an individual
entrepreneur; licensed type of activity that a legal entity or individual
entrepreneur intends to carry out;
 - copies of the constituent documents and the certificate of state
registration of the license applicant as a legal entity (with the presentation of the
originals if the copies are not notarized) - for the legal entity;
- a copy of the certificate of state registration of a citizen as an individual
entrepreneur (with the presentation of the original if the copy is not certified by
a notary) - for an individual entrepreneur;
- a copy of the certificate of registration of the license applicant with the
tax authority (with the presentation of the original if the copy is not notarized);
a document confirming the payment of the license fee for the licensing
authority's consideration of the application for granting a license;
- information about the qualifications of employees of the license
applicant.
The main regulatory documents for such organizations as hotels in our
country are the Decree of the Government of the Russian Federation of April
25, 1997 No. 490 "On approval of the rules for providing hotel services in the
Russian Federation" and "Classification system of hotels and other
accommodation facilities". Based on the requirements of these documents,
business entities provide and organize the process of providing hotel services.
Currently, the main regulatory act on the basis of which licensing of a
particular type of activity is carried out is Federal Law No. 128-FZ of
08.08.2001 "On Licensing of certain types of Activities". The types of activities
that are necessarily subject to licensing are listed in article 17 of this law.
However, the hotel business is not mentioned there. Therefore, hotel activities
can be carried out without a license.
The purpose of licensing hotel activities is: to protect the interests of
consumers; to ensure a unified approach to assessing the level and standards of
service provision; to strengthen the rule of law and ensure the safety of hotel
accommodation.
If the hotel provides its customers with services for which a license is
required, then it is obliged to obtain it for such activities. Moreover, in
accordance with the law on licensing, the validity period of such a license can
not be less than five years. This follows from Article 8 of Federal Law No. 128-
FZ: "The validity period of a license may not be less than five years. The term
of the license upon its termination may be extended at the request of the
licensee."

№9. Why is hotel activity excluded from the list of licensed activities?
(Почему гостиничная деятельность исключена из перечня
лицензируемых видов деятельности?)
For the opening of the hotel, it is desirable that the premises be owned, the rent
just makes the project more expensive.
No special permission is required for this type of activity either. The usual
procedures with regulatory authorities, as well as when starting any premises:
project of binding premises, Rospotrebnadzor, SES, Fire Department, water
utility, energy supervision, Rostekhnadzor. If this is a whole building, then also
architecture.
For the construction of a hotel, it is necessary to properly formalize the site for
construction, after which all approvals and permits, the conclusion of the state
examination must be obtained, and only after that the construction can begin.
The main regulatory document for such enterprises as a hotel in our country is
the Decree of the Government of the Russian Federation of 04/25/1997. No. 490
"On approval of the rules for the provision of hotel services in the Russian
Federation." Based on the requirements of this document, business entities
providing hotel services and organize the process of their provision.
№10. Why is the procedure for standardizing hotel services carried out?
(Для чего проводится процедура стандартизации гостиничных услуг?)

Standardization is an activity aimed at establishing norms, rules and

characteristics in order to ensure: safety of products, works and services for the
environment, life, health and property of the consumer; technical and
informational compatibility, as well as product interchangeability; the quality of
products, works and services in accordance with the level of development of
science, technology and technology; uniformity of measurements; saving all
types of resources; safety of economic facilities, taking into account the risk of
natural and man-made disasters and other emergencies; defense capability and
mobilization readiness of the country.
The goals of standardization reflect its two-pronged nature at the present time.
On the one hand, its main goal is to establish mandatory requirements for
safety, technical and information compatibility, as well as the interchangeability
of products and the safety of economic facilities, and on the other, to develop
recommendations for consumer performance of products based on the need to
improve their quality and save resources.
Regulatory documents on standardization include state standards of Russia;
rules, norms, and recommendations for standardization; all-Russian classifiers
of technical and economic information; industry and enterprise standards;
standards of scientific and technical, engineering societies and other public
associations.
The standards of tourist and hotel services are part of the state standardization
system of the Russian Federation, which determines the goals and objectives of
standardization in the field of tourism and hotel management, basic principles
and organization of work, categories of regulatory documents, types of
standards and basic provisions for international cooperation. The goals of
standardization in the field of tourist services are to ensure the declared level of
quality and safety of consumption of a tourist product or a separate tourist
service, to protect the interests of consumers of tourist services from unfair
competition in the market.

11. What is meant by certification of hotel services? (Что подразумевается

под сертификацией гостиничных услуг?)
Certification of tourist services and hotel services is understood as
confirmation by the certification body of the conformity of the services sold to
the consumer with the requirements of legislative and regulatory documents
on servicing travelers adopted in the host country. That is, it is a document
confirming that the hotel meets all the requirements and rules.
Certification of tourist services and hotel services is one of the most important
mechanisms for managing the quality of service, which makes it possible to
objectively assess the level of services, to confirm their safety for the
consumer.
The main purpose of certification of hotel services is to assign a category to
accommodation facilities. The certification establishes the "star rating" of
hotels, hotels, guest houses, hostels, recreation centers, etc.
12..What are the features of certification of hotel services?
certification is not a substitute for the mandatory procedure, which from 2021
will apply to all hotels and inns, including hostels. However, it is impossible not
to highlight its advantages:
simplification of inspections;
participation in public procurement;
improving the competitiveness/reputation/trust of customers.
13. List the main laws in Russia, which are the basis of hotel activities
(Перечислите основные законы России, лежащие в основе гостиничной
деятельности)
1) Resolution of the Government of the Russian Federation "On approval of the
Rules for the provision of hotel services in the Russian Federation". Establishes
the rules for the provision of hotel services.
2) Law on Consumer Protection
3) Federal Law "On the Basics of Tourist Activity in the Russian Federation".
Determines the principles of state policy aimed at establishing the legal
foundations of a single tourist market in the Russian Federation, and regulates
relations arising from the exercise of the rights to rest, freedom of movement
and other rights when traveling, and also determines the procedure for the
rational use of the tourist resources of the Russian Federation.
4) Resolution of the Government of the Russian Federation "On approval of the
rules for the provision of services for the sale of a tourist product."
14. How is international hotel sertification carried out?
Expert assessment of the hotel's compliance, consists of six stages:

Stage I - assessment of the hotel's compliance with the mandatory requirements of one of
the categories. The category of accommodation facilities is symbolically marked with
"stars":" without stars";" 1 star";" 2 stars";" 3 stars";" 4 stars";"5 stars".

Stage II-a score assessment of the hotel according to the criteria that meet the established
requirements.

Stage III-assessment of compliance of hotel rooms with the established requirements for
rooms of various categories: "suite"; "apartment"; "suite"; "junior suite"; "studio"; I
category; II category; III category; IV category; V category.

Stage IV-scoring of hotel rooms according to the criteria of scoring of hotel rooms.

Stage V-score assessment of the hotel staff according to the criteria of the score assessment
of the hotel staff.

Stage VI-based on the results of the above stages, a certificate of conformity assessment of
a hotel or other accommodation facility for one of the categories is drawn up.

15. What groups of hotels are distinguished by the level of services? (На
какие группы по уровню обслуживания распределяются отели?)
Lodging businesses can be organized into four categories based on level of
service: full-service hotels, limited-service properties, specialty
accommodations, and institutional housing.

Full-service hotels pride themselves on their high level of service and usually
charge the highest prices.
Limited-service properties focus on charging lower prices. Providing fewer
services.

Specialty accommodations vary in their levels of service, but

usually proved less than full-service hotels.
Some specially accommodations provide guest rooms with
private baths, telephones, and televisions.

Institutional housing is provided for people who live in

institutions, such as schools, universities, hospitals, prisons, and
the military.

16.How is the hotel type related to the consumer segment? ( Как тип отеле
соотносится с сегментом потребителя?)
Before purchasing or using a hotel product or service, guests always have their personal
expectations about its performance and quality.

After buying or using a product or service, if the result is equal to or better than their expectation, it
means the expectation has positive confirmation!

In the opposite case, if the result of providing a product or a service is lower than the guests
expected, we have negative confirmation. Guests are satisfied only if there are positive
confirmations of expectation.

However, in any case, the level of guest’s satisfaction is different between different guests because
each of them owns their personal needs, demands as well as experiences.

For that, we need to make a segmentation of hotel market, to learn different types of guests and to
pay attention for their needs.

Every hotel segment of guests has its own needs.

Segmentation of the hospitality market is an important element when choosing a marketing

strategy. The hotel company operates in difficult market conditions, therefore, you should be
attentive to the questions of whom, how to serve, ask questions about your image, about the
products produced, about the preferences and tastes of customers. But before undertaking a market
research, you need to realize the need to divide it into numerous segments, since this or that
product cannot meet the needs of all consumers. With the help of segmentation, certain types
(market segments) are selected from the total number of consumers. Market segmentation assumes
that each client has individual needs, and together they form a broad market, but the elements of
the marketing mix are determined in accordance with different market segments.

Guest satisfaction is the internal feelings of every individual guest, which may be satisfaction or
dissatisfaction resulting from the assessment of services provided to an individual in context to
customer’s anticipation by an organization of hospitality.

Hotels are continuously trying to improve the service just to satisfy their guests because higher
customer satisfaction will leads towards guest’s loyalty, will cause guests to come back again and
again and to recommend the hotel enterprise for family and friends.

17. What are the main requirements for business hotels? ( Каковы основные
требования к бизнес-отелю?)
Business hotels cater to business and business travelers.

1. Location near administrative, public and other city centers without the obligatory
presence of a green area for recreation and sports activities.

2. The prevalence of single rooms in the number of rooms.

3. Mandatory organization in the work area number. A working area means a desk, a desk
chair, desk lighting, writing utensils and office equipment.
4. Maximum isolation of rooms from the external environment in order to provide
conditions for concentrated work.

5. Availability of premises for meetings, negotiations, seminars, etc.

6. Business center.

7. Financial support services.

20. What are the main features of timeshare and condominium hotels?
Каковы основные особенности таймшер-отелей и кондоминиумов?
Spacious accommodations
One of the advantages that timeshares have over hotels when going on vacation
is the space that they provide.
 · Guestrooms
· Living and dining areas
· Bathroom
· Fully equipped kitchen
· Laundry
Easy vacation planning–
· Where to go, when to go, where to stay, how much to spend?
· No need to search online for the stay
· No need to spend time or stress about vacation accommodation
No need to eat out
· One of the most expensive aspects of travelling is the cost of food.
· Most timeshare come with equipped kitchen. It may be advantages to
those on dietary needs with kids
· Options to eat out or cook meals yourself.
Unlimited resort amenities
· Use on the hotel amenities and facilities of the hotel like pool, tennis
court to own sauna etc.
· It can be less expensive than to pay for a tennis membership or a golf
membership.
Known commodity
· When you go to the same timeshare resort every year, you know exactly
what you will be getting on your vacation.
· You can be confident that you will get exactly what you have come to
expect from your previous visits
No additional charges for friends
· Able to invite additional people on vacations with no extra charges.
· Timeshares have fewer limitations then hotels to the number of people
who are allowed to stay as timeshare has larger accommodation units
Convenient laundry
· Most Timeshare units provide washers and dryers in the room.
· No need to find local Laundromats or go for expensive hotel laundry.
· Especially convenient for those with kids that soil the clothes easily.
·
21. What accommodation facilities can be classified as alternative? (Какие
средства размещения можно отнести к альтернативным?)

Alternative accommodation facilities: hostels, service apartments, campings,

caravanings, mobile homes, flotels, guest houses, furnished rooms and simply
apartments rented to tourists in private houses, housing exchange, hobby clubs,
glamping – accommodation in various buildings in nature.

22. On what principles are the various hotel classifications based?

На каких принципах основаны различные классификации отелей?
Hotels are classified based on several factors such as size, target market,
location, available facilities, the level and type of service, affiliation, and
ownership. Apart from these parameters, hotels can also be rated according to
the crown, star or diamond system, which depend on their geographic location.

23. Hotels are classified based on several factors such as size, target market,
location, available facilities, the level and type of service, affiliation, and ownership.
Apart from these parameters, hotels can also be rated according to the Crown, Star,
or Diamond system, which depend on their geographic location.

Hotel departments and their functions in room division

· Front Office. Front office has been described as the hub or nerve center of the
hotel. ...
· Reservations. The reservation department is one first contact to the guest
making the reservation for room. ...
· Housekeeping. ...
· Concierge. ...
· Guest service. ...
· Security. ...
· Communication.
Hotel classification is the ranking of hotels, usually by using nomenclature such as stars
(or diamonds), with one star denoting basic facilities and standards of comfort and five stars
denoting luxury in facilities and services.

24. here are seven main factors of the design and effectiveness of an organization
structure:

· Strategy.
· Size and complexity of organization.
 · Technology.
· Environmental turbulence.
· Top management's attitudes.
· Attitudes of personnel.
· Geographic consideration.

A hotel organizational structure is a comprehensive plan by a hotel owner to define departmental

activities and responsibilities. This structure brings order to every aspect of hotel operation from the
front desk and room service to the human resources department.

25. What are the advantages and disadvantages of a linear control system? (Каковы
преимущества и недостатки линейной системы управления?)
Advantages Disadvantages
-Unity and clarity of management; -High requirements for the Manager;
-Consistency of performers ' actions; -Lack of links for planning and preparing
-Easy to manage (one communication solutions;
channel); -Information overload, multiple contacts
-Clearly expressed responsibility; with subordinate and superior structures;
-Personal responsibility of the manager for -Difficult connections between instances;
the final results of the activities of his -Concentration of power in the governing
department; elite.
-Efficiency in decision-making.

26. What are the advantages and disadvantages of a linear-functional control system?
(Каковы преимущества и недостатки линейно-функциональной системы
управления?)
Advantages Disadvantages
-Thorough preparation of decisions and -Lack of close relationships at the horizontal
plans; level;
-Freeing of the chief line manager from -Lack of clear responsibility;
detailed analysis; -Too many vertical connections.
-Ability to attract consultants.

27.What are the advantages and disadvantages of the divisional

control system?
Divisions have relative independence. They are managed from the
headquarters. The principle of creating a division can be different —
geographical, product, customer (corporate, mass), etc. The divisional
type of companies is widespread in our country.
Advantages: flexibility and high quality of service.
Cons: a high level of management costs, as there are many
directors, and the complexity of controlling independent
divisions.
Дивизионы — это подразделения, которые обладают
относительной самостоятельностью. Управление ими
происходит из штаб-квартиры. Принцип составления дивизиона
может быть различным — географическим, продуктовым,
клиентским (корпоративный, массовый)
и т д. Дивизиональный тип компаний широко распространен
в нашей стране.
Плюсы: гибкость и высокое качество обслуживания.
Минусы: высокий уровень управленческих затрат, так как
появляется множество директоров, и сложность контроля
самостоятельных дивизионов.

 
28. What are the advantages and disadvantages of
the matгix control system?
This type of organizational structure is now considered the most
fashionable, but it is very difficult to use the matrix approach in
practice. For almost 12 years, starting in 1961, General Electric tried
to combine the principles of project management with linear-
functional management. As a result, the matrix structure was born. Its
idea is that each link in the hierarchy, in addition to subordination to
the immediate superior from above, is simultaneously included in a
group allocated for some function. For example, all analysts in all
verticals are part of the analytics department. Accordingly, if
necessary, the head of this analytical department can involve some
underutilized employee in a new project.
Pros: there are no major problems of the linear-functional
organizational structure — loss of information and lack of flexibility.
Cons: there may be a conflict of interest. When one person reports to
several superiors, it is not clear whose assignment to perform.
29. List the main functions of the sales deparment banquet sales
department, advertising and PR deparment, and marketing department.
(перечислите основные функции отдела продаж, отдела рекламы и
PR, отдела маркетинга)
main functions of the sales department:
1) fund buyers
2)Processing incoming requests
3) document circulation
4) Sales of products
5)Informing consumers
6) Collection of accounts receivable
7) Return of buyers
main functions of the marketing department:
determining the segment where the hotel can have the greatest success;
determining the methods of attracting a client;
analysis of customer satisfaction with hotel services;
determining the price policy of the hotel;
advertising of the hotel in the media;
analyze the state of the hotel, identify unused opportunities in order to increase
utilization and increase revenue from all sources.
main functions of the Advertising and Public Relations department
formation of public opinion
maintaining communication with the mass media, political and public
organizations
promotion of information about the projects implemented by the company;
study of public opinion and trends in its change
informing the target audience about socially useful projects that are carried out
by the enterprise

Этот тип организационной структуры считается сейчас самым

модным, но использовать матричный подход на практике очень
сложно. В течение почти 12 лет, начиная с 1961 года,
компания GeneralElectric пыталась совместить принципы
проектного управления с линейно-функциональным. В итоге
родилась матричная структура. Идея ее в том, что каждое звено
в иерархии помимо подчинения непосредственному начальнику
сверху параллельно входит в группу, выделенную под какую-
то функцию. К примеру, все аналитики во всех вертикалях
входят в аналитический отдел. Соответственно,
при необходимости глава этого аналитического отдела может
задействовать какого-нибудь недозагруженного сотрудника
в новом проекте.
Плюсы: отсутствуют главные проблемы линейно-
функциональной организационной структуры — потеря
информации и отсутствие гибкости.
Минусы: может возникать конфликт интересов. Когда один
человек подчиняется нескольким начальникам, непонятно, чье
поручение выполнять.

30. Describe the structure of the financial department of the hotel.

( Опишите структуру финансового отдела отеля)
The Director of the Financial and Economic Department develops the financial
strategy and financial policy in certain areas, is responsible for financial
management, and manages the work of the accounting department
The chief accountant heads the accounting department, conducts tax, financial,
and management accounting
The head of the economic department analyzes the volume and dynamics of
costs, factors that affect costs, and develops measures to reduce costs
31. List the functions of the personnel department

The personnel service of the hotel solves the following tasks:

• recruitment of personnel to work in the hotel;

• maintaining personal files of employees;
• development of a personnel development plan;
• development of a remuneration strategy;
• remuneration and remuneration of personnel (assigning this task to the
functions of the personnel department will help to raise the importance of the
personnel department in the eyes of employees and eliminate the negative
consequences of the hierarchical management system);
• ensuring the compliance of labor relations with the norms of the region
established by the legislation of the country or (in the Russian Federation, the
governing documents are the Constitution, the Labor Code, a number of federal
labor law norms);
• control over compliance with the requirements of a unified enterprise policy.

32. Name the functional areas of the reception and accommodation

department.

Functional areas:
1. Reception/Registration Section. The person of the section is called
Receptionist.
2. Reservation: The term reservation means booking in advance. It basically
blocks/reserve the room as per the requestor specifies data.
3. Telephone section. This section is handled by telephone operators and it
is located at the back of the office. Its main function is to handle
incoming and outgoing calls.
4. 34 .The hotel construction site should provide
5. 1. Fencing of the construction site
6. When preparing the construction site for work, it, as well as the danger zones located
around it, must be fenced off. At the entrance to the construction site, information boards
must be installed, which, among other things, indicate the name of the object, the
 developer, the contractor, the contact details of the person in charge of the object, as well
as the start and end dates of work, the scheme of the object.
7. • 2. Construction of temporary buildings and structures
8. When preparing and erecting buildings on the territory of the construction site, various
works should be envisaged, such as the transfer of communications, the subsequent
demolition of the erected structures, etc.
9. The construction of temporary structures and their demolition must be coordinated with the
State Fire Department service, services of sanitary-epidemiological and environmental
supervision, local government.
10. • 3. Ground and underground waters, flooding of the territory
11. The construction project should include measures in case something goes wrong .
12. When designing foundations, preparing foundations and other structures located
underground, below piezometry the level of pressure water, it is necessary to take into
account their pressure and provide for measures to prevent the breakthrough of
groundwater into the pits, swelling of the bottom of the pit and the ascent of the structure.
13. • 4. Dewatering
14. in the production of groundwater and surface water from water-sinking systems.
15. • 5. Drainages and wellpoints
16. Their use makes it possible to minimize the level and pressure of water.
17. • 6. Demolition of buildings
18.
19. During the demolition of buildings and structures in order to prepare the construction site,
labor safety requirements must be met in accordance with the current regulatory
documentation
20. Also this department performs various functions like the following:
21. -reservation of rooms and additional services;
22. - check-in and check-out of guests;
23. - assistance guests with different problems and requires;
24. - solving of conflict situations;
25. - informing guests about hotel, its services and activities in the hotel, tourist
attractions (sights) outside;
26. - room assignment and making of keys;
27. - work with invoices of guests (payment, making bills);
28. - help with guest’s luggage;
29. - migration registration of guests;
30. - visa support.
31.35. Designing the subject-spatial environment of a hotel enterprise is a
sequential process of creating an optimal architectural object. In which
the following principles are taken into account:
32.
33. - sequence - first, general issues of justifying the feasibility of
construction are solved, and then the main technological solutions are
determined, and other solutions
34.
35. - variance - are developed several options for projects in order to select
the most effective;
36.
37. - compliance with the regulatory requirements SNiP, SP and GOST,
ensuring the safety of operation
38.
39.You also need to comply with a number of requirements:
40.
41.1 ... Blending organically into the environment, preserving the
characteristics of the urban or rural landscape;
42.
43.2. Consideration of natural and climatic factors
44.
45.3. The cost-effectiveness of the architectural, constructive, planning
solution of the building, as well as its operation and the construction
process;
46.
47.4. Facade decoration, emphasizing the prestige of the hotel
48.5. Rational organization of service and appropriate comfort for residents
that meet functional requirements.33. Define the concept of "master
plan of the site". What are the requirements for the general layout of
the hotel?
•
49. A master site plan is a generalized development plan that establishes
building envelopes and overall entitlements for complex, large-scale
projects that will require multiple years to reach completion.
50.•The master plan is a horizontal projection of a top view of the entire
site, which is set aside for a hotel enterprise. Typically, a master plan is
made on a scale of 1: 500 or 1: 1000. It depicts all buildings and
structures related to the hotel enterprise, walkways, driveways and
landscaping areas.
51.
52. •In order to meet these requirements as much as possible, for the
relationship with the environment and for the creation of optimal
 operating conditions, the territory of the hotel enterprise is needed to
zoning
53. •The territory should be zoned for several functional areas.
54. •This must have the following areas:
55. - residential (living) area (area of rooms, halls). It can occupy about
50%-60% of all the territory of the hotel;
56. - utility area, isolated from living area (10-15%);
57. - relax and leisure area ( open spaces for sport, beaches) - (30-40%);
58. - green spaces with elements of improvement;
59. -parking lot (places) for cars and excursion buses;
60. - internal roads and pedestrian sidewalks.
61.Necessity for placement of sports and child playgrounds, also of
greenhouses, winter gardens and others areas of relax and leisure is set
by design assignment

39. List the basic requirements for the design of the residential part of the hotel.

Building/Structure

•Shall have at least 20 bedrooms with modern facilities and offer food

•Shall be of solid construction, structurally safe and in good state of repair

•The building shall have bedrooms, dining facilities, bars, lounges, storage rooms, housekeeping, laundry, front desk and parking facilities

•One parking lot per guest bedroom

Guest bedroom

•At least 2 windows that open directly to the external air

•Contain furniture and fittings of good quality, including:

•A bed with mattress that does not sag in the middle

•A wardrobe with hangers, shelves or drawers

•Dressing table with a mirror, dressing stool

•Fire-resistant curtains

•Bedside lamp whose switch can be operated from the bed

•Beds shall be made daily and bed linen changed at least every 3rd day and for each guest

•Guest shall be provided with keys to their bedrooms

•A drinking glass per person and a water flask

Bathroom and Sanitary facilities

•A bath and/or shower, washbasin and toilet

•Hot and cold running water at all times

•At least one window opening directly to the external air

•Adequate supply of soap, toilet paper and towels

•Bathroom stool, shower curtain, sanitary disposable bin, air freshener

•Bathroom accessories such as mirror, soap tray, toilet brush, shower curtain, bath mat, bath room stool

•A door which can be locked or bolted

40. What can be the layout of the living rooms? Какой может быть
планировка жилых комнат?
Location of rooms in the hotel
Typical
The rooms are located along a long corridor. The most common option is
considered as simple as possible for visitors and convenient for staff.
Terraces
Occurs in small hotels with two floors. They represent an open corridor and are
located on each floor. The administrative building and a small shop are located
in a separate building.
SuitesRooms
of an even higher class are often provided here. As a rule, they are located on a
separate floor, have a separate entrance from the parking lot or a special
elevator with closed access. Additional features include the presence of a
separate guard, servants, and an administrator.
Penthouse
Located in the world's most luxurious hotels. Designed for wealthy clients or for
organizing VIP events. An important part of the project is to properly organize
the access of visitors to the floor. An additional freight and passenger elevator
serves these purposes.
The layout of rooms in a hotel depends largely on its level. This applies
primarily to the bathrooms. So, in accordance with the "Procedure for the
classification of objects of the tourism industry ..." (Appendix 9), approved by
the Order of the Ministry of Culture of the Russian Federation of July 11, 2014
N 1215, rooms of the 1st category are equipped with full bathrooms (washbasin,
toilet, bath or shower); in the 2nd and 3rd - the last two options are no longer
present or all are present, but for 2-3 rooms; in the 4th there is only a washbasin,
and in the standards of the 5th category (as a rule, these are hostels) there are no
bathrooms and are located on the floor.
There must be at least one window in the drawing and layout of the guest
room. Already at the design stage, it is prescribed where the beds (one or more)
will be located relative to the window. Here it must be borne in mind that,
firstly, they cannot be located in close proximity to it; secondly, there must be
enough free space for the convenience of guests and service personnel. Thus, if
there is one bed in the room, then the window should be located as close as
possible to one of the walls, if there are two berths, then in the center.
Furnishing and arrangement of rooms
The issue of arranging furniture and household appliances is also decided at the
design stage, since it is important to know what engineering communications
will be required. The "standard set" of furniture in the room is a bed, chair,
bedside table and clothes hanger. However, even from the standards there can
be a lot of exceptions, such as absolute minimalism in capsule hotels.
Of course, the more equipment is installed, the more space is needed to
comfortably accommodate the guest.We can say that filling a room in a hotel
should meet the following requirements:Do not take up extra spaceTo be
necessary for guestsBe vandal-proof, durable, but at the same time aesthetic.As
a result, the project will necessarily include a layout with the arrangement of
furniture and equipment, as well as a specification of furniture and finishes.
Requirements for design projects of rooms
The most important task of an interior designer is to ensure that they match the
overall style of the hotel and the client's expectations. For example, in resort
hotels with sea or mountain views, it is better to make panoramic windows; if
the accommodation facility is located in a green area, then natural wood is best
suited for interior decoration.
 Of all the spaces in the accommodation facility, the customer generally uses
their room the most. Wallpaper, upholstery, curtains - all this should not only be
fireproof, durable and easy to clean, but also beautiful and pleasant to the touch.
For example, for walls from this point of view, decorative plaster or vinyl
wallpaper is perfect, for the floor - natural board, parquet or ceramic tiles.
In addition, chain hotels have their own approved standards for the design and
description of a hotel room - although they may differ slightly depending on the
country of residence.
Good form rules are universal colors in the interior, since not everyone likes
bright colors. They should be warm, calm, and visually enlarge the space. A
single room should be kept in one basic color scheme, if there are more rooms,
then color zoning is permissible: using different shades of the same color or 2-3
similar colors. Textiles (curtains, bedding, floor carpets, etc.), paintings, small
decorative objects, as a rule, give an interesting color accent.
In accordance with the SanPiN hotel standards, the illumination must be at
least 150 lux. Particular attention should be paid to the entrance area, work area
and bathroom. Usually, built-in swivel lamps, table lamps and lighting near the
mirror are used here, respectively. Additional lights are installed above the beds.
41. What innovative architectural solution exist in the design of modern
hotels? Какие инновационные архитектурные решения существуют в
дизайне современных отелей?
Local flavor
So, the task of the design project is to emphasize the area in which the hotel is
located. Of course, this can be done using various tools (colors of decoration,
pictures of the area, dishes that are used to serve authentic regional dishes, etc.).
One of the main features characteristic of the architecture of country hotels
intended for recreation. The use of techniques, details and materials traditional
for a given area in the architectural look allows the building to harmoniously fit
into the environment and optimally adapt to natural and climatic conditions. In
addition, the national flavor, which is present both in the architectural
appearance and in the interior design, is an important emotional and aesthetic
factor that influences the formation of a positive image of hotels.
Modern multi-storey hotels - complexes with a very high level of quality
provide a wide range of services, have a well-developed infrastructure. Often
such hotels are included in the world famous chains - Sheraton, Hilton, etc. A
variety of restaurants and bars, conference rooms, shops, underground parking,
indoor and outdoor pools and fitness centers, as well as equipped with all
modern business facilities. the centers make them attractive for both tourists and
people traveling for purely business purposes.The architectural appearance of
such hotels usually does not have a national color - it is, first of all, a visual
image of modern architecture, striking the imagination with the boldness of
forms and technical solutions. The architecture of such hotels is extremely
functional and modern, using the latest achievements in building technologies,
modern structures and building materials. These are, first of all, frame systems
typical for multi-storey construction (columns and beams made of steel or
monolithic concrete), light heat-saving enclosing structures, impact-resistant
mirror glass, etc. The newest progressive engineering equipment - systems of
energy and water supply, ventilation and heating allow you to create your own
microclimate inside the hotel complex, a comfortable environment for humans.
Modern structures make it possible to overlap large spans, form a complex
multi-level space with galleries, courtyards-atriums and conservatories, and
make a translucent roof. Being an autonomous "city within a city", such
complexes enable the client to fulfill his needs for entertainment and recreation,
without going beyond its limits. In addition, all conditions have been created
there for the successful holding of various business events - congresses,
conferences, etc. Typically, such hotels are located in urbanized high-density
development of new areas of large cities, near the centers of business and
commercial activity, where the increased number of storeys of buildings is
caused by the high cost of land. There are many examples of such hotels. United
by a common belonging to modern architecture, each of them still has its own
unique look. They are found in all major cities in the world and represent the
flourishing of high-tech civilization.
Modern room design
Open space, or open spacesIn this case, zoning boundaries become conditional
or absent. For example, the usual walls between the sleeping area and the
bathroom may be missing. Moreover, they can be located in the same area,
however, in this case, furniture and finishing materials must be moisture
resistant. Zoning is achieved with light or transparent partitions, a certain
arrangement of furniture and lighting solutions.
Bathroom like a spa in miniature
A massage couch, a hot tub are installed here, and the space itself is quite large.
Relevant for hotels that want to offer spa services, but do not consider it
necessary to equip a separate spa complex.
Availability of advanced technologies
For example, the ability to manage a room using a smartphone, providing a
guest with a tablet with Internet access upon check-in. For example, at J House
Greenwich, Connecticut, guest rooms have iPads that can be used not only to
order food, but also to adjust the temperature and lighting.

42. What is an operating standard? Что такое операционный стандарт?

Настоящие базовые операционные стандарты качества оказания услуг

разработаываются с целью повышения качества предоставляемых услуг и
уровня потребительской лояльности за счет внедрения лучших технологий
обслуживания, поддержания постоянства неизменного качества и соответствия
ожиданиям гостей.

Стандарты направлены на повышение эффективности деятельности и

конкурентоспособности за счет роста качества услуг и сервиса, формирования
единого подхода в создании турпродукта, применения профессиональной
терминологии и принципов взаимоотношения с гостями.

Система Стандартов охватывает основной вектор и бизнес процессы в сфере

оказания услуг по направлениям деятельности: «Прием и размещение гостей»,
«Содержание номерного фонда», «Предоставление услуг питания»,
«Благоустройство территории» учитывая обобщенный многолетний
практический опыт деятельности строится на основе требований действующего
законодательства Российской Федерации, правил оказания гостиничных услуг в
Российской Федерации, государственной системы классификации гостиниц и
иных средств размещения, международных гостиничных правил, Стандартов,
внутренних корпоративных правил и другое.

These basic operational standards for the quality of services are designed to improve
the quality of services provided and the level of customer loyalty through the
introduction of the best service technologies, maintaining consistent quality and
meeting the expectations of guests.

The standards are aimed at improving the efficiency of activities and competitiveness
by increasing the quality of services and services, forming a unified approach to the
creation of tourist products, applying professional terminology and principles of
relations with guests.

The system of standards covers the main vector and business processes in the field of
providing services in the areas of activity: "Reception and accommodation of guests",
"Maintenance of the room fund", "Provision of food services"," Landscaping " taking
into account the generalized long-term practical experience of the activity is based on
the requirements of the current legislation of the Russian Federation, the rules for the
provision of hotel services in the Russian Federation, the state classification system of
hotels and other accommodation facilities, international hotel rules, Standards, internal
corporate rules and more.

43. What are the forms of control over the quality of services provided at the
hotel? Формы контроля качества предоставляемых гостиничных услуг

Понятие качества трактуется как совокупность свойств и характерных

особенностей услуги, удовлетворяющей запросы потребителя.
Под качеством понимается отсутствие недостатков, усиливающее чувство
удовлетворения у клиента.

Метод управления качеством - это способ и совокупность приемов воздействия

на средства, и предметы труда, направленные на достижение требуемого
качества. Классификация методов управления качеством осуществляется в
соответствии с его задачами:
- определение правильных целей в области качества;
- достижение целей, оптимально используя ресурсы;
- установление и поддержание соответствующих отношений между людьми в
процессе труда;
- обеспечение постоянного совершенствования.

Последовательное решение этих задач осуществляется следующими методами:

организационные, социально - психологические; экономические;
организационно- технические.
Организационные методы управления качеством:
1. Стабилизирующие - разработка Положения о предприятии, о линейных и
функциональных подразделениях, Типовых положений, инструкций.
2. Распорядительные - написание приказов, распоряжений, указаний,
постановлений, директив.
3. Дисциплинарные - установление ответственности, форм поощрения.

Служба качества организует работу по качеству на предприятии, контролирует

качество производимых услуг, проводит внутренние проверки системы
качества, координирует и осуществляет методическое руководство работой
других структур, выполняющих функции в системе качества. Эффективное
управление качеством в гостинице выражается в следующем:
- эффективное маркетинговое управление предприятием;
- внедрение отраслевого стандарта качества, стандартов предприятия;
- организация бизнес-процессов, производственных процессов;
- наличие корпоративной культуры;
- применение квалификационных требований к работникам;
- введение нормирования труда работников;
- справедливая оценка и мотивация труда сотрудников;
- проверка входного качества;
- проверка выходного контроля качества.

Контроль входного качества строится на основе логистики и включает:

- выходной контроль продукции поставщиком в соответствии с требованиями

потребителя (гостиницы);

- входной контроль потребителя и обратную связь по результатам контроля;

- инспекции и аудиты со стороны потребителя (аудит второй стороной

продукции, процессов, систем качества);

- аудит третьей стороной (сертификация) системы качества поставщика;

- оценку качества поставок;

- ведение рейтинга поставщиков.

Внутриорганизационные стандарты условно можно разделить на несколько

типов:

- технологические, описывающие последовательность выполнения

технологических операций, приемы обслуживания, сервировки и выкладки
продуктов;

- поведенческие, описывающие требования к внешнему виду персонала, правила

ведения телефонных переговоров, способы разрешения конфликтных ситуаций,
порядок нахождения и поведения в гостевых зонах, правила общения с гостями.
Понятие качества трактуется как совокупность свойств и характерных
особенностей услуги, удовлетворяющей запросы потребителя.
Под качеством понимается отсутствие недостатков, усиливающее чувство
удовлетворения у клиента.

Метод управления качеством - это способ и совокупность приемов воздействия

на средства, и предметы труда, направленные на достижение требуемого
качества. Классификация методов управления качеством осуществляется в
соответствии с его задачами:
- определение правильных целей в области качества;
- достижение целей, оптимально используя ресурсы;
- установление и поддержание соответствующих отношений между людьми в
процессе труда;
- обеспечение постоянного совершенствования.
Последовательное решение этих задач осуществляется следующими методами:
организационные, социально - психологические; экономические;
организационно- технические.
Организационные методы управления качеством:
1. Стабилизирующие - разработка Положения о предприятии, о линейных и
функциональных подразделениях, Типовых положений, инструкций.
2. Распорядительные - написание приказов, распоряжений, указаний,
постановлений, директив.
3. Дисциплинарные - установление ответственности, форм поощрения.

Служба качества организует работу по качеству на предприятии, контролирует

качество производимых услуг, проводит внутренние проверки системы
качества, координирует и осуществляет методическое руководство работой
других структур, выполняющих функции в системе качества. Эффективное
управление качеством в гостинице выражается в следующем:
- эффективное маркетинговое управление предприятием;
- внедрение отраслевого стандарта качества, стандартов предприятия;
- организация бизнес-процессов, производственных процессов;
- наличие корпоративной культуры;
- применение квалификационных требований к работникам;
- введение нормирования труда работников;
- справедливая оценка и мотивация труда сотрудников;
- проверка входного качества;
- проверка выходного контроля качества.

Контроль входного качества строится на основе логистики и включает:

- выходной контроль продукции поставщиком в соответствии с требованиями

потребителя (гостиницы);

- входной контроль потребителя и обратную связь по результатам контроля;

- инспекции и аудиты со стороны потребителя (аудит второй стороной

продукции, процессов, систем качества);

- аудит третьей стороной (сертификация) системы качества поставщика;

- оценку качества поставок;

- ведение рейтинга поставщиков.

Внутриорганизационные стандарты условно можно разделить на несколько

типов:
- технологические, описывающие последовательность выполнения
технологических операций, приемы обслуживания, сервировки и выкладки
продуктов;

- поведенческие, описывающие требования к внешнему виду персонала, правила

ведения телефонных переговоров, способы разрешения конфликтных ситуаций,
порядок нахождения и поведения в гостевых зонах, правила общения с гостями.

The concept of quality is interpreted as a set of properties and characteristic features

of a service that meets the needs of the consumer.
Quality refers to the absence of shortcomings, which increases the customer's sense of
satisfaction.

The method of quality management is a method and a set of methods of influencing

the means and objects of labor aimed at achieving the required quality. Classification
of quality management methods is carried out in accordance with its objectives:
- defining the right quality goals;
- achieve goals by making optimal use of resources;
- establishing and maintaining appropriate relationships between people in the process
of work;
- ensuring continuous improvement.

The consistent solution of these tasks is carried out by the following methods:
organizational, socio-psychological; economic; organizational and technical.
Organizational methods of quality management:
1. Stabilizing-development of Regulations on the enterprise, on linear and functional
divisions, Standard regulations, instructions.
2. Administrative-writing orders, orders, instructions, resolutions, directives.
3. Disciplinary-the establishment of responsibility, forms of encouragement.

The Quality Service organizes the quality work at the enterprise, controls the quality
of the services produced, conducts internal quality system checks, coordinates and
provides methodological guidance to the work of other structures that perform
functions in the quality system. Effective quality management in the hotel is expressed
in the following:
- effective marketing management of the enterprise;
- implementation of the industry quality standard, enterprise standards;
- organization of business processes, production processes;
- the presence of a corporate culture;
- application of qualification requirements to employees;
- introduction of labor rationing for employees;
- fair assessment and motivation of employees ' work;
- input quality check;
- check the output quality control.
Input quality control is based on logistics and includes:

- output control of products by the supplier in accordance with the requirements of the
consumer (hotel);

- input control of the consumer and feedback on the results of the control;

- customer inspections and audits (second-party audits of products, processes, and

quality systems);

- third-party audit (certification) of the supplier's quality system;

- assessment of the quality of supplies;

- maintaining a rating of suppliers.

Intra-organizational standards can be divided into several types::

- technological, describing the sequence of technological operations, maintenance

techniques, serving and laying out products;

- behavioral, describing the requirements for the appearance of the staff, the rules for
conducting telephone conversations, ways to resolve conflict situations, the procedure
for finding and behaving in guest areas, the rules for communicating with guests.

44. What is a seamless service?

Seamless customer service is the essence of development. When you meet the needs of the
client, and do it so, that you write a letter of thanks, I guarantee, a long-term relationship is
secured. In the modern world, you can only stand out from your competitors if you
constantly surprise them with something. One of the best ways to increase your income is
to provide impeccable service. What is it? This is a whole technology, these are clear defined
steps, this is a kind of system.
If you build relationships with customers through effective, friendly communication and
deliver what you promise, you will thus expand your business and make your reputation
stronger. The trust of customers and their desire to cooperate with you must be created on
an ongoing basis. You should not give the client the slightest reason to seek cooperation
with someone else. Always remember that finding a new client is five times more expensive
than working with an old regular client.
What the client does not want is that when receiving services from him there were
problems, and vice versa-he wants competent and polite employees to provide services to
him. Many managers believe that it is enough just to meet the needs of customers and then
they will turn to them again and again. However, those who provide their customers with
high-quality service, at the level of world standards, know that this alone is not enough to
expand the business. What really contributes to the expansion of the business is getting new
potential customers and positive feedback from existing customers. reviews. And you can
only get them if your customers are very satisfied with the level of service. Such clients will
tell their friends about your business
Things that create a seamless service:
 Smile
 Sincere customer care
 Friendly attitude
-Communication phrases:
- "Yes, of course!"
- "I will gladly help you"
- "I'm here to help you!"
-"Not a problem, we'll do it!"
-"Consider what has already been done!"
 Providing service with excess
 Compliments
 Gifts for clients
 Honed workmanship in the provision of a service / product
 Correct, effective communication
 Fast service and maintenance
 Speed of information provision
 Competence of employees
 Cleanliness and tidiness of premises and staff
 Competent, friendly managers and administrator.
Benefits of excellent service:
 It's free. Great service comes at a cost or very cheap, however, it brings a fortune;
 It builds a reputation. Consistently high quality service creates and maintains a good
reputation;
 It builds patient loyalty. People will live in anticipation next contact with you. They are
happy to do business with you;
 He creates memorable, regularly retelling impression. Non-fictional stories are the basis of
word-of-mouth advertising;
 it turns customers into sales representatives. And these representatives are a thousand
times more efficient than any of the full-time sales workers;
 It leads to visits based on the advice of friends. People are susceptible influence and are
guided by success, satisfaction, joy others;
 It makes it difficult (makes impossible) to entice customers even at the expense of a lower
price. “Loyalty through extraordinary service "- powerful, but the unfairly forgotten business
motto of our time;
 He clearly distinguishes between two companies engaged in the same business. Yours and
your main competitor.

45.What is the cross-training ?

Cross-training is a management strategy in which employees are utilized to

work more than one job, this means that employees work different jobs within
a hotel or restaurant. Some examples of cross-training would be a
housekeeper taking on similar roles in laundry, or a bellman exploring new
responsibilities by delivering room service to guests.

46. Describe the five-step model of hotel service quality.

Step 1. Customer expectations and management response. Sometimes managers do not
understand (or misunderstand) the wishes of clients and, accordingly, cannot fully satisfy
their needs. For example, when organizing a tour, the tour operator negotiates with the
hotel company the presence of a branded souvenir in the room, which the tourist can take
home as a reminder of the rest. However, the results show that such a courtesy goes
unnoticed when compared to the free soft drinks served to all tourists after an exhausting
flight and transfer.
Stage 2. Perception of leadership and service quality specifications. This step manifests
itself in situations where managers know what their customers want, but are unable or
unwilling to develop systems that will provide it. A typical example is the working hours of
the main hotel services. The inability of the client to use the services of an ATM at the hotel
after 20:00 often leads to his dissatisfaction.
Step 3. Service quality specifications and service delivery. This is the service delivery stage,
where management understands the customer's needs and develops the appropriate
specifications to meet them, but employees are unable or unwilling to provide that level of
service. For example, when placing a client, basic information is provided both by the
accommodation staff and directly in the rooms. However, obtaining additional information
is often a significant challenge for clients.
Step 4. Service delivery and external communications. It often happens that a hotel
company promises people more than it can actually provide them. At the same time, the
reasons for this discrepancy can be very different - from inaccurate advertising of services to
the desire to minimize costs, for example, refusal to accommodate tourists in rooms of a
higher category. The facts of eviction of Russian tourists from their rooms and their
provision to foreign groups of tourists are very often noted. At the same time, Russian
tourists are accommodated in rooms of a lower category, different from the booked ones.
Step 5. Expected service and perception of the service provided. It is a step derived from
other components that increases as other components increase and represents the
difference between the expected level and the quality level provided. The expected quality
is what the guest expects to get from the accommodation in a particular hotel. The quality
provided is what the guest actually feels. If the guest receives less than expected, then he
remains dissatisfied. Consequently, the hotel staff must create such a quality system in their
enterprise, which would serve to achieve the main goal of service - the full satisfaction of all
the needs of tourists.

47. Name the engineering systems and equipment that should be

provided in the hotel. 
Назовите инженерные системы и оборудование, которые должны
быть предоставлены в гостинице. 

Basic hotel requirements for engineering systems such as water and

sewerage, heating, ventilation and air conditioning, electricity and
refuse disposal must be met.

Equipment for hotels is divided into: 

 room furniture, bathroom elements
 furniture for lounges, reception rooms, dining areas
 bed linens, towels, bathrobe and other textiles
 cleaning equipment, laundry and ironing equipment

Setting off room: 

 Bed (one or two-bedroom); 
 Wardrobe; 
 Bedside table for personal belongings; 
 Writing desk; 
  Chairs; 
 Mirrors; 
 Mini-fridge; 
 TV; 
 Curtains and tulle on windows; 
 Air-conditioning.

Public toilets in the hotel:

 Toilets,
 Automatic Hand Dryers, 
 Towels and Toilet Paper Holders,
 Dispensers, 
 Disposable Care Products, 
 Fens and Fastenings for them, 
 Trash Cans

Bathroom equipment:
 Shower cabin or bath; 
 toilet; 
 hairdryer with wall mounting; 
 mirror; 
 individual body and hair care; 
 towels and bathrobes 

Lobby, reception area:

 Luggage Carts 
 Furniture for the lobby 
 Furniture for the street 
 Quick shoe shine installations 
 Information counters and menus 
 Key boxes
 Umbrella stands
 Fences 
 Signs
Cleaning equipment for hotels and restaurants: 
 Carts for the maids
 Professional vacuum cleaners
 Steam generators
 Window, wall, floor and ceiling washers
 The boards «wet floor» and etc. 

Equipment for ironing and washing:

 Ironing processors and irons
 Dryers and washing machines

48. What are the advantages of automating the life support systems of
the hotel building?
Каковы преимущества автоматизации систем жизнеобеспечения
здания отеля?

All modern hotels are divided into classes and, depending on class,
must meet a certain set of requirements. It can be a gym, a swimming
pool, a certain equipment of rooms (for example, interactive
television system) etc. In addition to the general requirements for
hotels of a certain class, each major hotel operator has its own internal
standards.

Complex of automation systems:

 Electricity
 Lighting
 Ventilation and Air-conditioning
 Water
 Heating
 Monitoring
 Computer and telecommunications networks.

The choice of the hotel security system is influenced by parameters

such as the complexity of the layout of the building, its space (large,
medium, small) and customer requirements for the system, for
example:
  Fire alarm
 Fire extinguishing
 Access control
 Alarm system
 Video observation
 Operational communication

Since hotel complexes usually provide not only accommodation but

also meals for their guests, possibility of telephone calls, access to the
Internet, mini-bar, SPA-services etc. The purpose of the hotel
management system is to integrate all these services into one
automated complex, for example:
 Restaurant management systems
 Telephone stations (tariffication)
 Access control systems
 Pay system television and the Internet
 Booking
 Credit card authorization
 Mini-bars
 Accounting
 Safes

In terms of the profitability of the hotel business, standard automation

allows:
 Reduce operating costs
 Reduce the number of support staff
 Upgrade the status of the hotel
 Increase business capitalisation
 Reduce insurance costs
 Improve the age of equipment
 49 Question
What are the ways of feedback with the consumer of the hotel service.
Guest feedback is all the information that hospitality service providers
receive from their consumers.
A classic tool for getting feedback is a book of reviews and suggestions.
The most common way to study a guest's opinion is a survey or
questionnaire; there is also an online survey.
Guests can leave reviews about the hotel on travel sites, in social
networks or on the official website of the hotel - it is now popular.
Through direct communication between the hotel employee and the
consumer. This method is called exit poll, it allows you to find out the
opinion and impressions of the guest immediately after the end of the
service process.
The guest's opinion is expressed in the form of complaints, claims,
reviews, results of surveys and questionnaires, etc.
Meaning: The guest's opinion determines the quality of the services
provided to him.

50 Question
What are the main marketing tools in the hotel business.
To organize marketing activities in the field of hotel services, some
features should be taken into account:
1. Intangibility. When a customer purchases a hotel product, it is
completely intangible. When the hotel provides services, guests receive
services in the form of registration and registration of accommodation
and check-out, service in the restaurant and the form of other amenities.
And when a guest leaves the hotel, he has nothing material left that could
remind him of his stay at the hotel.
2. Impossibility of accumulation. The entire hotel room stock has been
determined at the moment. Income that was lost during periods of
downtime is lost forever. Also, the excess of applications for placement
does not make sense, since the number of rooms is clearly defined.
3. Different distribution channels for the hotel product. Commonly used
are direct sales, agency sales through travel agencies, corporate sales, e-
bookings, etc.
4. Quality control. The quality of service cannot be checked before the
guest is served. For example, if the employee is temporarily absent from
the workplace, the guest may have a negative opinion about the level of
service in the hotel. 5. Seasonality. Hotel services are subject to seasonal
fluctuations in demand. Demand can fluctuate depending on political
factors, cultural and sports events, season, etc. 6. Dependence of sales on
many factors. These factors include the location and image of the hotel,
 the quality and price of services provided, the price of rooms, etc.
Success in the hotel services market is measured by the number of sales,
which are expressed in hotel occupancy, in average price per room and in
the amount of income received. Achieving maximum performance
depends on developing the right sales strategy and segmentation of the
hospitality market. When developing a sales strategy for a hotel company,
first of all, they determine the range of factors influencing the
organization of sales, then set the goals of the sales strategy and choose
the distribution channels for hotel products and services. The main
distribution channels for hotel services are:
 1. Direct sales (free settlement) - sales carried out by the hotel itself
without the involvement of intermediaries directly to customers.
However, it is possible to pre-book accommodation through the sales
department. As a rule, discounts are not available for free check-in, i.e.
guests pay for their stay at the full rate and are therefore a valuable
clientele. Hotels are interested in the development of this sales channel,
as money is saved on the remuneration of intermediaries. To develop
direct sales, many hotels have contractual relationships with various
clubs, whose members have discount cards.
2. Agency sales - sales of hotel services carried out through
intermediaries in the field of tourism and hospitality. These include travel
agents and tour operators. Travel agents are tourist organizations that
provide hotel accommodation, acting on a commission basis and
conducting direct sales. Tour operators are travel organizations that sell
packages of travel services, including transportation and accommodation
to individuals and legal entities. In agency sales, the task of hotel sales
managers is to find stable travel agents and strengthen partnerships with
them through a wide range of discounts. Also, in order to build
relationships correctly, sales managers must deeply study financial
stability, the level of professionalism of employees, the business
reputation of travel agents, customer reviews and business partners.
3. Corporate sales - the process of receiving applications from corporate
clients (trading companies, banks, industrial and other organizations and
enterprises) for the placement of their employees. Corporate clients often
cannot count on significant discounts due to late booking dates and
limited length of stay (3-4 days). But if blocks of numbers are booked and
redeemed on a regular basis, then they can count on a more favorable
corporate rate.
 4. Reservation of rooms via the Internet. Many hotels use hotel
management systems based on APS (Application Service Providers)
technology. APS technology means that all data about the hotel (guest
history, rate management, room availability and reservations, etc.) and
the control system program itself are located outside the hotel itself - on a
dedicated server located in an equipped service -the center of the internet
provider. This provides hotels with fast and accurate work with travel
agents and partners, consolidated reporting.
Currently, franchise agreements are widely used in the hotel industry.
They help to increase the competitiveness of the hotel and significantly
reduce the cost of their management. Also provide access to unique
products and services. For the hospitality industry, public relations are the
most important communication policy tool necessary to create a good
 image of the hotel and its services. Basic PR tools:
1. Activities. To reach the target audience and the general public, hotels
attract the attention of consumers to products and services at exhibitions,
seminars, conferences, contests and presentations.
2. News. Interesting and favorable news about the hotel and its services
can attract a lot of attention to it. To do this, you need to competently
form an idea of appeal to the audience and send press releases to the
editorial offices of newspapers and magazines about the activities and
development prospects of the hotel.
3. Publications. Prominent media such as articles, reports, newsletters,
magazines and brochures are used to create an attractive corporate
identity and communicate interesting messages to target markets.
4. Speeches - a way to disseminate information about the hotel and its
management services through public speaking. Thus, for successful
marketing activities, you need to take into account all the features of the
hospitality industry. To promote a hotel product and service, one should
take into account the factors and goals of promotion and choose the
appropriate distribution channel. It is also very important for the PR-
manager of the hotel to be able to use any public event held in the hotel
for its benefit.

51. What is the corporate identity of a hotel company? Что такое

фирменный стиль гостиничного предприятия?
A corporate identity is a communication aimed more at an external than an
internal audience. The formation of an internal corporate identity (coordination
of the interests of society, the company and each employee) is the task of the
internal RL-activity and is solved within the framework of the corporate culture.
The task of the external RL-activity is to interact with contact audiences and the
public by communicating to them the features of the corporate identity of the
enterprise.
The corporate identity is a complex visual identification system that contributes
to the formation of a favorable image of the company and enhances the
effectiveness of its advertising contacts with consumers, increases the trust of
partners and contributes to the growth of the company's reputation and
popularity in the market.
The corporate identity provides consumers, contact audiences and the public
with the recognition of the hotel company, increases the efficiency of
communication tools and reduces the cost of their formation, contributes to the
increase of the corporate spirit of all personnel and the unification of their
efforts to provide quality products to consumers, arouses a sense of pride in the
company, has a positive effect on aesthetic feelings of customers and the overall
aesthetic level of the hotel.
It is safe to say that the corporate identity of a hotel enterprise is a set of
individual constants based on the internal values of the enterprise, which are
comprehensively and systematically transmitted to consumers, contact
audiences and the public through signs, codes, in order to identify the
enterprise, highlight its brand (products) from competitors as well as team
building. Such a targeted transmission of information from the enterprise to the
external environment contributes to the unity of the entire communication
policy of the hotel enterprise. Therefore, we can assume that the corporate
identity is the basis of the communication policy of the hotel company, the most
important element of its image and brand.
The corporate identity of the hotel company performs a number of important
functions, including:
1) an image function that forms and further supports the image of a hotel
enterprise, which is distinguished by originality, recognizability, and
memorability. A strong image of a hotel enterprise becomes a prerequisite for
achieving constant and long-term business success, contributes to the
acquisition of a certain market weight by the enterprise, strengthens its position
in relation to competitors, increases its reputation and prestige among
consumers and other contact audiences, facilitates access to various resources
(financial, information , human, etc.). The positive image of the hotel company
among contact audiences contributes to the increase in the prestige of its
products;
2) an identification function that reflects the individuality of the hotel enterprise
and its uniqueness, which determines the status of the enterprise and, especially,
among competitors, identifies its original corporate identity, which in the minds
of consumers is transferred to the company's products and, in particular, is
widely used in their advertising;
3) a differentiating function that helps to distinguish the hotel company, its
advertising and products from the general mass of similar or similar offers. A
positive image of a hotel company makes it easier for the consumer to choose,
helps to better navigate among many other offers.
The following basic requirements are imposed on the corporate identity of a
hotel enterprise:
• respect by staff and management of the interests of each client, intermediaries,
business partners and society as a whole;
• observance of generally recognized moral norms in relations with consumers,
intermediaries, business partners and society as a whole;
• the formation of corporate ethics, which should not contradict the entrenched
public opinion and contain concepts of professional duty, nobility, honor, pride
in the mission of the enterprise and its dignity, which presupposes a prompt
response to customer complaints, negative information in the media, etc.
The corporate identity is a set of color, graphic, verbal, typographic, design
constant elements (constants) that provide visual and semantic unity of
products, all information coming from the hotel company, its internal and
external design.
52. What are the ways to position a hotel business? Какие существуют
способы позиционирования гостиничного предприятия?
Having chosen the target market and the strategy for its coverage, it is necessary
to carry out the procedure for positioning your services. Positioning is a logical
continuation of the segmentation process and the beginning of planning a
marketing mix for a selected market segment. The positioning of hotel services
involves the assessment by consumers of its main characteristics.
Positioning is usually done in four steps:
1) determination of possible competitive advantages, on which you can base the
position of the product of your hotel, ranking them in order to determine the
priority [2]. The position of a hotel product on the market is determined on the
basis of identifying its quality, price and other features in front of similar
characteristics of competitors' products. The parameters that describe the
positioning are those that are of the greatest importance to the consumer. As a
result of the subsequent ranking and optimization of product lines, competitive
advantages will be formed. The more weight a given competitive advantage has
from a consumer's point of view, the more effective positioning can be. For
example, in the hotel business, the main competitive advantages of a hotel may
be its location, the historical value of the building, the excellent or close to ideal
state of the material and technical base, a high level of service quality, a wide
range of services provided, a relatively low level of prices, etc. For example, it
is stated that a given hotel has a location advantage over competing hotels if it is
located in the city center or near a business center with a well-developed
infrastructure, next to an exhibition center, etc. A hotel offering its services at
prices lower than those of competitors has a price competitive advantage, which
the hotel management determined based on comparing the quality of its services
with similar indicators of competing hotels, determined a pricing model for the
services provided and continuous improvement of tactical pricing decisions
based on analysis simulation data and implemented strategies;
2) compiling a list of competing hotel products with similar competitive
advantages;
3) selection of the optimal set of competitive advantages, as well as effective
tools for informing the market about them;
4) promotion of the selected product position (set of competitive advantages) to
the target market.
The basic principle of positioning is that a product or service should be at least
necessary, as attractive and individual as possible. Positioning can be based on
rational and / or emotional benefits.
Rational benefits are ego benefits presented as logical arguments. They have
logical rationales and therefore are easily accepted by the consumer.
Emotional benefits do not contain valid rational arguments, but delight the
hearts and souls of consumers. No rationale can be given, but the emotional
benefits tell the consumer that being superior to others or belonging to a group
is possible "if you use this brand."
Positioning is carried out using a variety of means, but first of all - on the basis
of analyzing the prospects of segments and comparing the market shares of
competitors in these segments, by developing an adequate pricing and
advertising policy. An important role is also played by: sales strategy,
propaganda and creation of publicity, brands.
The following types of positioning can be distinguished
• on the basis of the target consumer niche, target consumers of the service;
• based on the main (essential) distinctive properties of a particular product;
• based on the key benefits (advantages) offered by the product;
• based on consumer preferences regarding the “ideal brand” of the product;
• based on the consumption situation;
• based on a special way of using the product;
• on the basis of distinctive features in relation to a certain competing product;
• on the basis of a gap with a certain category of goods;
• on the basis of associations arising from the target consumers of the product;
• based on the ability to solve specific consumer problems.
53. What are the main sources of income in the hotel business? (Каковы
основные источники дохода в гостиничном бизнесе?)
The revenue centers (or revenue zones that generate the hotel's revenue)
include:

· room fund; (room stock income includes income earned from renting
out hotel rooms of all categories for a certain period of time)
· restaurants, bars, cafes; (The income of the restaurant and bar service
consists of income from the sale of meals included in the cost of living
("package meals"), income from a la carte menu, income from banquets)
· wellness centers (SPA / beauty salon / hairdresser / baths, saunas / pool)
(the income of the wellness center includes income received from the
sale of club membership and payments for one-time visits, as well as
from the sale of related products)
· retail premises, conference rooms, meeting rooms - leased;
· dry cleaning / laundry;
· rental, etc.
Income is generated by the sale of additional paid services that must be
offered to the guest.
54. How can you assess the financial and economic efficiency of the hotel?
(Как оценивается финансовая и экономическая эффективность
отеля?)

Analysis of the financial condition of a commercial enterprise has the following

objectives:

- determination of the financial condition of the enterprise. Identification of the

financial condition of the enterprise is understood as a comprehensive
assessment of the sources of the systems of economic assets and uses their use
at the reporting date;
- determination of the scale of the financial and economic activities of the
enterprise;
- assessment of the quality of enterprise management;
- determination of the budgetary efficiency and social significance of the
enterprise;
 - timely identify and eliminate shortcomings in the financial activities of the
enterprise;
- find reserves for improving the financial condition and solvency of the
enterprise.

The financial condition is characterized by the provision of financial resources

necessary for the normal functioning of the organization, the expediency of their
placement and efficiency of use, financial relationships with other legal entities
and individuals, solvency and financial stability.
Analysis of the financial condition includes an analysis of the balance sheet and
the report on the financial results of the assessed organization over the past
periods to identify trends in its activities and determine the main financial
indicators. The main purpose of the analysis is to timely identify and eliminate
shortcomings in financial activities and find reserves for improving the financial
condition and solvency of the organization.

55. Decipher the RevPar indicator. What is it for?

Revenue per available room (RevPAR) is a metric used in the hospitality

industry to measure hotel performance. The measurement is calculated by
multiplying a hotel's average daily room rate (ADR) by its occupancy rate.
RevPAR is also calculated by dividing a hotel's total room revenue by the total
number of available rooms in the period being measured.