The role of the material and technical base of the hotel complex in organizing quality customer service. Services provided by the Marins Park Hotel Infrastructure of service services in the hotel
Each hotel, regardless of comfort class, has at least a minimum of its own infrastructure. For some establishments this may be only a small parking lot at the entrance, for others - a restaurant, gym, SPA complex, conference room.
How the hotel and its infrastructure facilities work
The hotel premises can be divided into several groups according to their functions:
- lobby. These premises are one of the most important parts of the hotel. Here administrators meet and see off clients, arrange check-in, check out reporting documents from a hotel in St. Petersburg and perform other important work;
- residential part. It consists of guest rooms and premises designed for full functioning, maintaining cleanliness in the guest rooms;
- catering establishments. The hotel may have a compact bar or also have a cafe and a full-fledged restaurant;
- commercial and consumer service premises. They provide hotel guests with various services. This group includes a hairdresser, dry cleaner, atelier, SPA salon, massage room, etc.;
- athletic facilities. In high-class hotels you can often see a swimming pool, a gym, a room with exercise equipment, bowling, billiards, etc.;
- common areas for recreation, entertainment or business. This group includes various premises, including banquet and concert halls, as well as rooms for organizing business events, conferences, exhibitions and meetings;
- office, household, and technical premises. They ensure the normal work of hotel staff. The main purpose of technical rooms is to house services that monitor the correct operation of air conditioning systems and other equipment that ensures the full functioning of the establishment.
The characteristics and number of rooms may vary for individual hotels. This is influenced by the star rating of the hotel, its capacity and operating conditions.
The territory adjacent to the hotel complex is also a functional zone. It usually houses a spacious parking lot for guests' cars, equipped with video surveillance and security. If there is a lack of ground area, parking can be equipped on the ground floor of the hotel.
The better developed the hotel infrastructure, the more comfortable the stay is considered. But you need to remember that the presence of a large number of recreational, entertainment and business facilities in the hotel affects the cost of renting rooms. If you have time and the opportunity to use them, then it makes sense to overpay.
Tourist accommodation infrastructure. The hotel industry as a type of economic activity includes the provision of hotel services and the organization of short-term accommodation for a fee in hotels, campsites, motels, school and student dormitories, guest houses, etc. This activity also includes restaurant services.
It is accepted in international practice Standard classification of tourist accommodation facilities, developed by WTO experts (Table 6.1.). In Russia, based on the above classification, the State Standard “Accommodation Facilities” was developed, which came into force in 1999.
Table 6.1.
Standard classification of tourist accommodation facilities
|
Rank |
Groups |
|
|
Collective accommodation facilities for tourists |
Hotels and similar accommodation facilities |
Hotels Similar establishments |
|
Specialized establishments |
Health facilities Labor and rest camps Public means of transport Congress centers |
|
|
Other collective establishments |
Dwellings intended for recreation Campings |
|
|
Individual accommodation facilities for tourists |
Individual accommodation facilities |
Own dwellings Rooms for rent Rented dwellings Accommodation with relatives and friends |
According to the WTO definition, hotel- this is a collective accommodation facility, consisting of a certain number of rooms, having a single management, providing a set of services (minimum - making beds, cleaning the room and bathroom) and grouped into classes and categories in accordance with the services provided and equipment of the rooms.
By service level hotels are divided into several types, with the common main service being the provision of accommodation, and all others in one way or another contribute to improving the quality of this main service and can be provided in one set or another.
Luxury hotel : 100-400 numbers; city center; high-level service by well-trained staff who fulfill the various wishes of clients; the price is very high; consumer - heads of large organizations, high-level professionals, participants in high-level conferences; Elite conditions, expensive interior decoration.
High class hotel : large size – 400-2000 rooms; within the city; a wide range of services provided by trained staff; price is above average; consumer – businessmen, individual tourists, conference participants; expensive furniture and equipment, large hall, restaurants.
Mid-range hotel : seeks to make maximum use of modern technology and reduce operating costs and therefore prices, including through labor reduction and through automation. Prices are at the average level for the region or slightly above average.
Aparthotel : 100-400 numbers; most often self-service; the price depends on the time of placement; consumer – businessmen and family tourists staying for a long time; conditions are similar to a fully furnished apartment.
Economy hotel : hotel with limited services; 10-150 rooms; outskirts or middle part of the city; limited number of staff; the price is low, 25-30% below the regional average, which is why they are in demand; consumers - thrifty tourists who do not need full board; conditions - modern, well-equipped rooms, but, as a rule, meals are not provided in these hotels.
According to the Russian standard, a hotel is classified as a temporary accommodation establishment with a capacity of at least 10 rooms. The category of hotels is indicated by the symbol * (star). The number of stars increases in accordance with the improvement in the quality of service and hotel equipment. For hotels, categories range from one to five stars, for motels - from one to four stars. The classification of accommodation services and terminology presented in Russian regulations and the Standard International Classification of Tourism Activities (SICTA), adopted by Eurostat and the WTO, differ significantly.
In different countries of the world, various symbols are used to indicate the categories of hotels and other accommodation facilities - from stars in France and Russia to crowns in England. Attempts to introduce a unified international classification of hotels have so far been unsuccessful.
Depending on the size and types of residential and office premises, equipment of enterprises, level of comfort of rooms and public premises, services provided and other factors, classification of hotels by category. Payment for rooms and other services is established depending on the capacity. There are about 30 hotel classifications in foreign countries. They can be divided into two groups:
"European" system , based on the French national classification, common in most countries (the rank is established by assigning a certain number of stars - from one to five);
"points" or Indian system , which is based on the assessment of the hotel by an expert commission.
The number of stars in a European hotel corresponds to a certain term in the American version of the classification.
Hotels are divided into three categories: upper class (luxury) – 4-5 stars; tourist class (medium) – 2-3 stars; economy class - 1-2 stars. Almost all classifications evaluate the following basic parameters of a hotel: characteristics of the room stock: room area, availability of utilities in the rooms and on the floors, room comfort; equipment and interior design; information support, including communications; availability of an elevator; characteristics of public premises; presence and characteristics of food establishments; providing the possibility of additional consumer services and others; characteristics of the building, access roads, infrastructure development, development of the surrounding area.
There are large and small hotels. The WTO recommends that a small hotel be considered a hotel with up to 30 rooms. Another point of view is that a small hotel is a hotel that can be serviced and managed by members of the same family. Most small hotels are, as a rule, independent hotels that are not part of hotel chains.
Yu. F. Volkov 68 identifies a number of classification criteria by which different types of hotels are distinguished. We present this classification of hotels below with significant abbreviations and amendments for the author’s perception.
By location on the territory In a certain area, hotels are divided into: located in the city (in the center, on the outskirts); located in rural areas (including high mountains). By location The following types of hotels can also be distinguished: hotels in the city center; roadside, as a rule, low-rise with open parking lots; hotels in the outskirts of the city and at airports; floating hotels are floating vessels equipped as hotels for the accommodation and recreation of tourists near the shore of the sea, river or lake.
Room capacity. The hotel's capacity is determined by the number of permanent beds. The classification of hotels by capacity varies in different countries. For example, in Switzerland and Austria, hotels with less than 100 beds are considered small, 100-200 beds - medium, more than 200 beds - large; in the Czech Republic up to 120 places - small, up to 500 places - medium, over 500 places - large; in the USA, up to 100 rooms are small, up to 500 rooms are medium, and over 500 are large.
In our country there is no official classification of hotels according to their capacity, and therefore their grouping is proposed: up to 150 beds (no more than 100 rooms) - small capacity hotels, from 150 to 400 beds (up to 300 rooms) - medium capacity, more than 400 beds (over 300 rooms) – large capacity. The world's hotel rooms are mainly located in small and medium-sized hotels.
By price level, established for the basic paid services provided in the room stock, hotels are divided into: budget (25-$35); economic ($35-55); medium ($55-95); first-class ($95-195); apart-hotels ($65-125); luxury hotels ($125-525 and above).
By length of stay of clientele hotels are distinguished: for long-stay clients; for a short stay. By duration of operation During the year, hotels are divided into: operating all year round; working seasonally (summer, winter). By way of providing food For clients staying in hotels, they are divided into: providing full board; providing breakfast only; not offering food (as a rule, due to the absence of a restaurant or other enterprise).
Number of storeys. World practice shows that hotels are built from 1-2 to 40 floors or more. The most common number of floors for newly built hotels: in Russia – 5-16 floors; in the Czech Republic - 8-14 floors; in Hungary in small towns - 4-5 floors, in larger ones and in resorts - 6-11 floors; in Germany – 8-10 floors; in the UK - 10-15 floors. Hotel buildings by number of floors are divided into the following groups: low-rise (1-2 floors); medium-rise (3-5 floors); high number of floors (6-9 floors); multi-storey (first category - 10-16 floors; second category - 17-25 floors; third category - 26-40 floors); high-rise buildings (more than 40 floors).
Comfort level hotels are determined by the technical equipment, composition and quality of the room stock, and the range of services provided. Classification of hotels by level of comfort is available in most countries. There are currently two main directions in the approach to this classification abroad. One gives preference to the so-called “static” characteristics, that is, a firmly established percentage of rooms with a bathroom and toilet, a certain ratio between the capacity of hotels and the number of service personnel, etc.
Another direction gives preference to “dynamic” factors, that is, service. Its proponents believe that rigid ratios in accommodation facilities without adequate levels of service do not provide a true picture of the actual quality standard of the hotel. This area includes the classification of hotels in Switzerland.
By level, range and cost of services hotels are divided into several types: cheap hotels or hotels with limited services that offer a minimum of services (the presence of catering establishments at such hotels is not necessary); luxury hotels are built according to individual projects, are distinguished by high-quality furniture, well-equipped premises and, as a rule, are staffed with a larger number of service personnel in relation to the number of rooms in them. Hotels can also be classified according to form of ownership, highlighting municipal, state, private and rented hotels.
Tourist food infrastructure. Meals are not a mandatory service as part of the tourism product and may not be provided during the implementation of the tour. The works of RMAT scientists provide a generalized classification of tourist catering establishments, which we present below 69:
By type of enterprise: restaurants, bars, cafes, canteens, snack bars, factory kitchens.
By type of property: own and rented.
By location: as part of a tourist hotel complex; as part of hotels; as part of other accommodation facilities; autonomous.
By service method: served by waiters; self-service; mixed service.
By class: “luxury”; "higher"; "first"; "out of category."
By assortment: wide selection of dishes; set meals; national cuisine; exotic dishes.
By service mode: breakfast; half board; full board; buffet (buffet); special food (dietary, vegetarian, etc.); baby food.
Let us now consider the main types of catering establishments used in the practice of organizing tourist travel 70.
Restaurant– a public catering establishment, usually with a varied, wide range of complexly prepared dishes, snacks, confectionery, wine and vodka products, fruits, mineral water, juices, ice cream, desserts. Restaurants widely practice making custom-made dishes, snacks, as well as specialty and national dishes included in the menu. In terms of the number of seats, there are both very small restaurants (10-15 seats) and large ones (500 or more seats). Often in restaurants, a high level of service is combined with the organization of recreation for visitors. The restaurants cater for family celebrations, formal evenings, receptions, conferences, and theme nights.
Cafeteria- an enterprise whose assortment of drinks necessarily includes several types of coffee, as well as alcoholic drinks such as rum, liqueur, cognac, which are served with coffee. Most often the service is provided “a la carte”. In the cafeteria, hot and cold drinks, bakery and simple culinary products in a limited assortment are prepared and sold for on-site consumption. The menu includes hot and cold drinks, baked goods, and hot dishes. The menu must include a wide selection of mineral water, juices, alcoholic drinks, and fruits. Service is provided by a waiter.
Cafe distinguished as follows. Cafe-patisserie– an enterprise that sells, in addition to coffee, a wide range (up to 15 items or more) of confectionery products. Visitors are offered the latest newspapers and magazines. Such establishments usually do not offer hot food. Ice cream parlor- an enterprise whose assortment includes many types of ice cream, hot drinks, fruit and berry juices, mineral water, alcohol (cognac, rum, liqueur, champagne). Both service with the help of a waiter and self-service are possible. As a rule, cafe windows display confectionery products that you can choose yourself. This is used when a cafe has a large range of confectionery products.
Dining room– a catering establishment that prepares and sells products mainly of its own production. Canteens are usually organized in first-class hotels, sometimes at resorts, in enterprises, and in educational institutions. These are quite large food establishments in terms of capacity. Meals for tourists in canteens are often organized, for example, when they visit some industrial enterprises. Set menus may be available. A cyclical menu is often used, as well as a full diet: breakfast, lunch, dinner; appetizers are offered buffet style, and one main course can be selected from the serving table.
Pizzeria is an enterprise specializing in the preparation and sale of pizza for on-site consumption. Italian pizza has become so widespread that numerous pizzerias where tourists can eat inexpensively have begun to open all over the world. A pizzeria can be organized according to the principle of a restaurant, that is, with waiter service and individual preparation of a dish, or according to the self-service type, when the entire assortment is presented for distribution. The assortment includes several types of pizza, mineral water, juices, and wine.
Buffet, the main purpose of which is to quickly serve visitors who can receive cold appetizers, sandwiches, hot and chilled drinks, bakery and confectionery products. The buffet also sells hot, easy-to-prepare dishes (cutlets, sausages). Similar buffets are organized both in hotels and at gas stations on highways.
Coffee shop, or coffee house– a food service establishment with a limited assortment, specializing mainly in the preparation of coffee. The coffee shop offers a large selection of coffee, tea, as well as pastries and confectionery. Alcoholic drinks are not excluded. Baked goods and confectionery products can be prepared on site or ordered from a supplier. Sometimes simple dishes can be prepared, such as sandwiches and sandwiches.
Bars available all over the world. These are specialized fast service enterprises designed to sell a wide range of mixed drinks. The bar can sell confectionery, and sometimes even snacks and hot dishes. The main purpose of the bar is to give guests the opportunity to relax in a cozy atmosphere, listen to music or watch a football match. Bars can be located both in the city center and on the coast, if we are talking about a resort. Depending on the assortment, bars are divided into pubs(famous English pubs), wine, and cocktail lounges And cocktail bars, varying in size and variety of equipment. As a rule, tourists like to visit bars. In some countries, for example in the UK, visiting bars may be included in the tourist program.
Fast food establishments are becoming more and more popular in the world. Tourists visit them both individually and as part of tour groups during organized group trips. The assortment is usually limited to a few dishes: cold dishes, hot dishes, sandwiches, drinks, ice cream, etc. Such enterprises use self-service with a free choice of dishes from a serving counter. These enterprises have a high throughput and are located in busy areas along the route of intense consumer flows.
The most famous Fast Foods are McDonald's, Burger King, specializing in hamburgers; Pizza Hut, specializing in pizza. In France, this is Fnac, which offers a large assortment of vegetable salads, desserts (fruit and confectionery ) and a limited assortment of main dishes (meat and fish). In Germany, this is “Nordsee” - fish and seafood dishes, vegetable salads, and juices are offered.
Catering. According to the definition of R. A. Brymer, catering– This is service most often outside the premises of food establishments. In Eastern European countries it corresponds to comprehensive services. There are indoor catering, outdoor catering, individual catering, traveling catering, and retail sales. Catering includes the sale of soft drinks and sandwiches at the sports arena, as well as the sale of cigarettes, cookies, packaged juices and carbonated drinks through vending machines.
Lobby hotels Baltschug Kempinski in Moscow photo: Baltschug Kempinski Moscow The concept of infrastructure in the hotel segment covers all services that a client can receive in addition to staying in a hotel room. This can be a fairly extensive list of services, a number of which, for example, breakfast, internet, access to the fitness area, are usually included in the room price. Use of other services – F&B(Food & Beverage / Food and drinks. This includes restaurants, cafes, bars), conference areas, SPA, casinos, shops, etc. - paid by guests separately. Organization and management of infrastructure facilities within hotels involves quite significant, but at the same time necessary costs on the part of the owner. However, I am able developer and the operator to ensure that infrastructure facilities hotels not only worked for the image of the object, but also became a stable source of profit. In order to understand how significant the infrastructure component is in a hotel project, and what percentage of the total profit it can bring, let’s give some figures. According to experts, in a high-class hotel, the number of rooms on average occupies about 50% of the total area. The rest hotels allocated for infrastructure facilities, as well as public areas. The role of infrastructure among other hotel performance indicators can be assessed based on two factors. The first is the ratio of income from renting out rooms and operating infrastructure. Thus, on average, in hotels in the 4-5 star segment, about 50-70% of the financial flow is generated by hotel rooms, the remaining 50-30% by additional services. Deviations in one direction or another are dictated by the class of the object, location, number of points F&B, the size of the fitness zone, etc. Experts traditionally call facilities the main elements of infrastructure that generate the majority of income F&B and conference areas. Much less income comes from additional services and services (transfer, translation services, laundry, etc.). So, for example, according to data Gianni van Daalen, manager of the Baltschug Kempinski Hotel in Moscow, in Kempinski hotels, income from infrastructure facilities averages 35%. Approximately the same indicators are typical for Kyiv hotels, both chain hotels and those managed by the owner. According to Alexander Litvin, Chairman of the Board of the Premier Palace Hotel, “in 2007, income from the number of rooms hotels accounted for 60%, while the remaining 40% was revenue from conference space, fitness club and catering service.” The second indicator that determines the “weight” of the infrastructure component is the share of profit that it brings to the hotel owner, and here the ratio will be somewhat different. So, if profit figures from renting out rooms can vary from 70 to 90% (that is, by renting out a room for 200 euros, the owner earns 140 euros), then infrastructure generates 30% – maximum 50%. Of course, we can name examples where infrastructure elements bring more profit than the sale of rooms, but they are determined by the specifics of a certain market segment and the concept of the hotel (for example, some boutique hotels in New York that attract visitors primarily with their restaurants). 
Exclusive banquet hall "Library" hotels Baltschug Kempinski, Moscow photo: Baltschug Kempinski Moscow The above figures show that the profit from the operation of the infrastructure is significantly less than the profit from the sale of rooms. Operating only with this fact when implementing a hotel project is fraught with savings on the organization of various service facilities. However, the set of additional services determines the class of the project and confirms the high rates set by the owner for the rooms, which, in turn, affects the overall profitability of the property. Moreover, during investment evaluation hotels The profitability of all elements of its infrastructure must be taken into account. COMPOSITION OF THE INFRASTRUCTURE COMPONENT OF THE PROJECT. PRINCIPLE OF FORMATION In order to competently develop the concept of a hotel project, including calculating the required volume and quality indicators of filling each element of the infrastructure, it is necessary to conduct a set of preliminary studies. In principle, this is required by the creation of any commercial real estate property, but the specificity of developing projects in the hotel format lies, with other special conditions, in the fact that the lifespan of a hotel property is many times longer than that of an office or retail property. That's why developers and consultants in the hotel real estate segment have to think in much broader time parameters and, already at the initial stage of project implementation, take into account all possible factors that will allow the hotel to operate for decades without major reconstructions associated with changes in the building’s design (which is quite problematic, especially if the property is located in a historical city center). Parameters that form the basis of the concept hotels, include its market segmentation, analysis of the existing or future competitive environment, marketing research of the land plot on which the construction of the facility is proposed, and many other indicators typical for the hotel industry (potential occupancy, average tariffs, and so on). In addition to the above factors, in the process of developing the concept of a hotel project, indicators such as its class, scale, format and location play a huge role. According to Daniel Koetser, Head of CB Richard Ellis Hotels in Central and Eastern Europe, “the size and scale of a hotel facility do not always directly correlate with the area of infrastructure, although usually the larger hotel, the more likely it is to represent a wide range of services. At the same time, the location factor has a significant impact on the content of the project. But the most important factor is positioning hotels and what services are needed to meet the requirements of the target audience.”
| Infrastructure facilities presented in the main 4-5 star hotels in Kyiv | |||
| Name | Class | Number of rooms | Infrastructure |
| Hyatt Regency | 5 stars | 234 | Grill Asia and Brunello restaurants, Bar on 8 and Lobby Lounge, SPA Naturel, Olympus sports club, swimming pool; conference space and banquet hall (1000 m2), Dessange hair salon, exclusive Patrick Hellman and Bovet 1822 stores |
| "Premier Palace" | 5 stars | 289 | 3 conference rooms for up to 300 people, business center, fitness club with swimming pool, 2 restaurants (Sumosan and Empire), casino, lobby bar, sports bar and lounge bar, boutique gallery, night club |
| Radisson SAS | 4 stars | 255 | Bistro Cote Est, Mille Miglia restaurant and Enoteca cafe, K-Largo cigar bar, Pace fitness club with gym, Finnish sauna, solarium; conference area (407 m2), as well as a jewelry store, bank branch, lobby |
| Opera | 5 stars | 138 | Conference hall "Symphony" (270 m2), which can be transformed into 6 halls with the possibility of various configurations, La Scala restaurant, Bellini's bar, Lobby Lounge, beauty and health center DIVA SPA, fitness center with aquazone |
Pool hotels"Premier Palace", Kiev photo: "Premier Palace" Speaking about certain requirements for the composition of the infrastructure depending on the category of the hotel, it should be noted that there are no uniform world standards in this regard, just as there is no single international classification of hotels. So, for example, according to Alexander Litvin, when creating hotels"Premier Palace" developer relied on interstate standards of the CIS countries, introduced as state standards in Ukraine: “Already at the construction stage, it was known that the majority of hotel guests would be foreigners, which is why international standards were adopted, among other things. They clearly state the minimum areas of rooms, bathrooms, etc., which we fully complied with. But such parameters as the ratio of leisure infrastructure and room capacity are not specified in the standards, although these technological issues must be laid down at the design stage (how many seats will there be in the restaurant, based on the maximum number of residents, how the flows will move, guest service technology, etc.). d.)". All hotel operators have their own developed standards for infrastructure, which, on the one hand, are clear and quite strict, on the other hand, they imply a certain flexibility due to the individuality of each hotel in the chain and its location. Moreover, within the same brand, the operator can vary and expand standards. Thus, Park Inn hotels can correspond to both 3 and 4 stars, Radisson - 4-5 stars, but at the same time the operator positions the hotel not as a specific set of “stars”, but as a brand that implies full compliance with the quality of services and services expected by it target audience. Daniel Köster explains this approach to infrastructure this way: “Most international hotel chains have fairly specific standards that all new projects must meet. Obviously, some flexibility is also required regarding product suitability and placement. Within one hotel group, several brands can coexist, differing in the range of services provided, type, size of rooms and other parameters, which helps the consumer make a choice. However, most hotel groups have a specific ethos that they try to replicate in subsequent projects, and this approach ensures that the brand's credibility is widely recognized. Four Seasons uses this principle for its high-end properties, while Accor has had success with its Ibis brand in the economy sector." Marina Usenko also agrees with the opinion that a network operator must be flexible in terms of organizing infrastructure: “Hotel operators simply must be flexible. Safety standards contain very strict norms and requirements, while the approach to internal “stuffing” implies greater freedom of action. Obviously, if hotel effectively planned, any operator will be prepared to make some deviations from normal practice, especially if the building is a historic one or converted from office or other stock. For example, the Hilton Leningradskaya, which should open by the middle of this year, is so beautiful and unusual that the operator was ready to make some concessions in order to secure this property. As a result, hotel will not be entirely typical for him. Thus, the conference areas are not grouped in one place, around the ballroom, but are located on different floors, simply because the design of the building does not allow it to be done otherwise. However, due to the fact that such internal organization is complemented by decor and design, the hotel operator agreed to manage the property.” LOCATION AND CONCEPT 
One of the restaurants at the Hyatt Regency Kyiv hotel photo: Oleg Gerasimenko Experts consider the location and type of the hotel project to be the main factors that have a direct impact on the composition of the infrastructure. Depending on whether it is a resort hotel or a business hotel, the composition and capacity of infrastructure facilities will differ. Yes, resort hotel for tourists and vacationers it should provide more services and services that provide a comfortable stay for guests. The task developer and the consultant in this case is to create all the conditions so that clients do not have the need to leave the hotel, or do not have a desire to have breakfast or dinner elsewhere. In a non-resort city hotels are mainly designed for businessmen, and therefore the main emphasis can be placed on the conference component and banquet area. One of the important conditions for a successful hotel project is that the concept of each infrastructure element matches the hotel’s surroundings. Based on the location of the site, developer and the consultant determine how much infrastructure capacity and power is needed for a particular project. If the site is located in the center of Kyiv, and there are no restaurants around or there are not enough of them, for hotels 3-4 stars for 250 rooms, it is necessary to provide restaurants with a total number of seats of at least 200 (and seats in a restaurant and cafe cannot be combined). In addition, it is necessary to take into account the factor of market development. An example of the project’s compliance with the current state of the market is given by Marina Usenko: “The set of infrastructure elements and the areas allocated for them are in any case determined based on a study of supply and demand, analysis of the site where the hotel. Even an obligatory factor is catering establishments and the area they occupy in the structure hotels, – is very individual and depends on the state of the market. Classic example - hotel"Grand Hotel Europe" in St. Petersburg. When it opened in the early 1990s, after a major renovation, there were 7 different food establishments. At that time, there was no high-level restaurant culture in St. Petersburg and such filling was justified. But now the situation has changed, and as a result, when in 2005 hotel was resold, the new operator decided to reduce the number of restaurants, since they had become financially unviable, and give part of the premises on the ground floor to shops.” The ratio of income from infrastructure elements and room sales also depends on the type of hotel facility. Konrad Mayer also points out this factor: “The ratio of income from infrastructure to the number of rooms varies significantly depending on the type of facility. So, this figure can be either 30% (infrastructure) and 70% (income from the sale of rooms), or 50x50%, if the areas for holding receptions and conferences are large enough.” VOLUME An equally important factor in determining the composition and capacity of the infrastructure is the volume of the hotel project. The volume of space allocated for infrastructure elements must be proportional to the volume of the hotel: the more hotel, the more space the service facilities will occupy. Despite the lack of uniform standards for organizing infrastructure, there are recommendations regarding the ratio of the number of rooms and other areas. For hotels high-class this ratio can be 50x50%; for projects of a lower class, accordingly, it will be smaller in favor of rooms. In general, according to Konrad Mayer, “if 50% of the area is allocated for rooms, and the remaining 50% is divided between back of the house(office premises) and public areas – front of the house(restaurant, bar, fitness, lobby, reception area), you will get an acceptable ratio. For example, in hotel Radisson SAS Kiev 255 rooms occupy approximately 8000 m2, while back of the house– 6000 m2, remaining areas ( front of the house) – also 6000 m 2 ". Gianni van Daalen as an example hotels Kempinski chain provides the following ratio: “35% of the hotel area is occupied by infrastructure facilities, 65% by rooms, but this figure may vary depending on the individual structure of the project.” The scale and number of hotel rooms directly affect the capacity of infrastructure facilities, and, first of all, establishments F&B. Obviously, the number of seats in a restaurant must correspond to the number of rooms. Thus, when forming the concept of a hotel project, it is important to understand that, depending on the positioning, location and scale, a certain composition of infrastructure elements can either confirm the correctness of the chosen niche or become a financial failure for the owner. It is necessary to correctly plan the economics of such a project, model and calculate the generation of cash flows, and also derive the optimal ratio of the number of rooms and infrastructure elements in order to meet the expectations of guests and work efficiently. WHO MANAGES HOTEL INFRASTRUCTURE FACILITIES As a rule, all major infrastructure facilities in a hotel are managed by the owner or hotel operator. Considering the fact that the service component of a hotel includes a large number of different, specific and difficult to manage businesses - restaurant, fitness, SPA, etc., one can imagine what kind of experience and staff the management team should have. Hotel operators have developed requirements and standards for managing infrastructure facilities, and also have significant experience and a staff of managers, which, in turn, allows them to successfully manage the entire hotel complex. The intentions of the operator/owner to independently manage all infrastructure facilities are confirmed by practice and are explained, first of all, by the desire to keep under control everything that generates income and affects the attractiveness hotels and shapes its image. Among the exceptions to the general rule are such a specific service as SPA (although, again, Radisson and Marriott have structures that manage this element as well), as well as some concept restaurants that do not sell franchises and “enter” hotel only on your own. You can consider the operating principle of the operator using the example hotels"Baltschug Kempinski", in which a small number of rooms - 230 - has a very extensive set of infrastructure: the Baltschug restaurant, the Kranzler cafe, the Shogun restaurant and two bars, 8 conference rooms and a fully equipped business center; such sports and health services as the Health Club (with a heated pool, jacuzzi, fitness, solarium, massage services), the Sensai beauty salon, as well as casinos and shops. The hotel operator manages most of the facilities independently. IN hotel"Premier Palace", which is managed by the owner, the situation is almost the same. According to Alexander Litvin, “there are tenants on the territory of the hotel complex - a casino, a beauty salon, a nightclub and boutiques. Since these are indirect (non-core) objects of hotel activity, it was decided to give them to individual operators who conduct business independently. The Japanese restaurant Sumosan operates under a franchise scheme. At the same time, the business center, conference rooms, fitness club with a swimming pool, lobby bar, sports bar and lounge bar are managed by the hotel management.” An example of Moscow experience is given by Marina Usenko: “If we talk about Russia, here the operator prefers to control everything himself. As a rule, fitness and SPA also fall within its sphere of influence, which makes it possible to control the quality of all services. For example, in hotel"Swissotel Krasnye Holmy" in Moscow has its own SPA operator - "Amrita", and in hotel Ritz-Carlton is the involved operator. As for restaurants, if there were well-known and reliable restaurateurs in the market, perhaps this part would also be outsourced. Again, this is primarily about control over the situation, so the hotel operator prefers to leave infrastructure management to itself. As for the rental of space by shops, kiosks, and so on, this is not a hotel business at all, and therefore does not fall within the scope of the operator’s management.” INFRASTRUCTURE: ROLE AND IMPORTANCE Summarizing the above, we note once again that a competently developed and professionally managed infrastructure component is the key to success hotels, especially in a rapidly developing and competitive market, since among the primary factors determines its investment value. Noteworthy in this regard is the statement of Gianni van Daalen: “In fact, all the services and services provided by the hotel are an important part of the entire complex and largely form the profile and holistic perception of customers. The more popular infrastructure hotel, the more guests it attracts, and accordingly, the greater the profit. All infrastructure elements must be combined and complement each other, thereby creating a competitive and profitable hotel project. Thus, unfriendly reception staff can spoil the impression of going to a restaurant. Conversely, poor food quality will make a hotel stay unbearable, even if the room service is very high. Creating a project hotels, it is important to determine the target audience, the location of the hotel relative to the country and region, and the current market situation. The application of these factors ensures the creation of an exclusive and competitive product.” hotel industry market service
The hospitality industry is an industry that is known as “the goose that lays the golden egg.” This is explained by the fact that the hospitality sector is a leading factor and basis of tourism, including international tourism.
International tourism is an important source of revenue for the treasury of any state; it plays the role of a stimulator of domestic and world trade. Our country has enormous tourism potential, however, it receives only a few million tourists from abroad per year.
Every year, tourists take over $20 billion from Russia abroad, while they earn just over $1 billion a year from inbound tourism. At one time the ratio was four to one in favor of tourists from abroad.
One of the main reasons for this state of affairs is the lack of a sufficient hotel base capable of receiving foreign tourists at a global level.
In large cities of Russia today 4- and 5-star hotels are being built that meet international standards, but in the country as a whole the picture remains the same. The hotel industry in the regions is characterized by a high degree of moral and physical deterioration: low level of room comfort, technological backwardness and a narrow range of services provided.
Today there are more than 30 thousand hotels of various levels in the world. The total number of rooms in these hotels exceeds 12 million. 11 Kvartalnov V.A. Foreign tourism. - M.: Finance and Statistics, 2001 - P.37. The supply of hotel rooms by region is shown in Appendix 1.
The European region has the largest number of rooms. America is in second place, followed by East Asia. Hotel construction continues to pick up pace. In the United States alone, approximately 82,000 new hotel rooms were added in 1995, despite the fact that the rate of growth in new hotel construction outpaced the growth in demand for hotel rooms.
Active construction of new world-class hotels is underway in places that are most popular with tourists around the world. These are the islands of Southeast Asia, for example, the islands of Bali (Indonesia) and Phuket (Thailand), which rank first in the popularity rating among winter destinations among European tourists. Increased interest from large hotel chains is observed in the construction of new hotels in the Maldives and some African countries.
The largest hotel in the world is the Ambassador City Jomtien, located in Thailand, in the city of Pattaya. It has 5,100 rooms and covers an area of approximately 40 acres.
Of the 20 largest hotels in the world, 13 are located in Las Vegas. Modern Las Vegas has a special predilection for gigantomania. Hotels that were recently considered the largest (for example, Caesars Palace, which has 1,515 rooms), today are not even included in the top twenty most spacious hotels.
Las Vegas is a universally recognized world leader in the entertainment industry. There are over 50 casinos in the city, most of which are located on the territory of specially built hotels. Many of the hotel rooms with casinos are kept vacant especially for wealthy clients. Their cost can range from $1,000 to $25,000 per night, but casino visitors sometimes leave more than the cost of the most expensive room. Therefore, the main task of the staff of such hotels is to satisfy the desires and needs of their clients first and foremost. Although the occupancy of such hotels is not an end in itself, it often reaches 80-90% year-round, with the norm being 60-70%. Rooms can be provided at a very large discount or even free of charge, the main thing is to please the client.
A hundred years ago, there were only two types of accommodation businesses: luxury hotels for wealthy clients, members of the upper classes, and inns for everyone else. Today, the hotel services market offers a wide variety of forms and types of accommodation enterprises. Moreover, every traveler can find for himself what he likes and can afford.
Domestic tourism in Russia has been developing more and more successfully in recent years. Its annual growth is about ten percent; even despite such intensive development, Russian domestic tourism still lags behind world indicators.
Currently, there are five leading regions regarding travel on Russian territory - Krasnodar Territory, Moscow, Moscow Region, St. Petersburg and Caucasian Mineralnye Vody. The first place in the domestic tourism market of Russia is occupied by the Krasnodar region. In 2006, it was visited by about 12 million holidaymakers. Interest in St. Petersburg continues to grow. The number of tourists is also increasing in the regions - in the Stavropol region, the Baikal region, Karelia, Kaliningrad, Altai, and the Novgorod region (today, 80 percent of guests coming to Veliky Novgorod are Russian tourists, and only 20 percent are foreigners) . 11 Tourism in Russia: a view from the inside//Hotel. - 2007.- No. 4.- P.44. And in general, Russia is a country rich in historical places, health resorts, nature reserves and other “resort areas”, but its unique resources are still used to a very small extent.
Today, the great potential of domestic Russian tourism does not go unnoticed by both the highest authorities and the heads of local regional administrations. Not long ago, it was decided to create special tourist and recreational zones in Russia, within which regions could attract funding for the development of the resort sector, and with the help of this, improve the tourism infrastructure, improve the quality of services and accessibility of recreation, and establish a transport system. Foreign investors are showing their interest in the development of these zones; the construction of small hotels is developing, not only in megacities, but also in relatively small cities - Murom, Tver, Tula, Ples, etc.
The average cost of a trip to Russia today is slightly higher than a trip abroad, but despite this, every year the number of people wishing to vacation in the Russian Federation is increasing, and, as researchers note, the pace of this growth will only increase in the future. According to forecasts, domestic tourism will actively gain momentum over the next five years, the number of hotels will increase, cruise tourism on Russian rivers and the Black Sea, agricultural tourism, etc. will “resurrect.”
According to hotel market indicators at the beginning of 2006, the number of hotels in Russia is 4.5 thousand, the monetary capacity of the hotel market is $1.7-2 billion, the growth rate is 20-25% per year. Russia's share in world tourist arrivals is no more than 3%. In 2004, the tourist flow decreased by 9.2% compared to 2003. In 2005, the tourist flow decreased by 16.6% 11 Current trends in the development of hotel complexes in Moscow // Hotel. - 2006.- No. 7.- P.46.. The table in Appendix 2 shows the results of a survey and analysis of the situation in the inbound tourism market for hotel services, and the figure in Appendix 2 shows the change in the number of hotels and similar accommodation facilities in the period 1993-2004 .
By 2010, the number of rooms in Moscow is expected to increase 3 times. Only during 2007-2008. In Moscow, it is planned to launch about 40 hotels, and then implement about 370 more projects. Of these, the specified volume of new construction is 211 objects, and 158 additional proposals and applications from investors. Taking into account the preserved fund, the number of hotels should be by 2010. 554 objects. In a relatively short period, more will be built than in the last 100 years. Today there are 203 hotels in the capital with a capacity of 68.4 thousand beds. 11 The Moscow hotel market is a very “sweet” segment // Hotel business. - 2007. - No. 7. - P. 11.
A special place in the development of the hotel industry was given to the fact that the resort city of Sochi was officially announced as the host of the 2014 Olympic Games. Preparation and holding of the Olympics means an increase in the number of accommodation facilities from the highest to the lowest price segment. According to the Russian application, by 2014 the number of rooms will be 6.3 thousand rooms at the five-star level, 17.5 thousand at the four-star level, 24 thousand at the three-star level, 9.5 thousand at the two-star level. stars". Of these, 19 thousand are in new accommodation facilities. On the territory of Krasnaya Polyana, the number of rooms will exceed 4.2 thousand rooms. Today there are 94 thousand rooms in the city and within a radius of 50 km from the international airport, of which 97 rooms are “five stars”, 2.5 thousand are “four stars”, more than 67 thousand. - “three stars” and more than 24 thousand - “two stars”. Global hotel chains will also come to the region, which will lead to the introduction of new world-class technologies with a new level of service and personnel qualifications. 22 Sochi-2014: seven years of waiting ahead // Tourism. - 2007. - No. 7. - P.10.
Factors constraining the incoming tourist flow are:
discrepancy between price and quality of services provided;
low level of budget funding for the promotion of national tourism products;
lack of a sufficient number of affordable 3-4 star hotels in Russia;
unsatisfactory quality of service, etc.
The development of the hotel business requires solving problems:
creating favorable conditions for attracting additional sources of investment;
resolving a number of legislative issues and establishing a regulatory framework that takes into account the specifics of the industry;
development of a concept for financial and economic support of industry enterprises from federal and local authorities;
development of mechanisms to promote increased hotel occupancy at the state level and development of advertising of Russian tourism products abroad.
Hotel service includes a whole range of services for tourists and is a key factor determining the prospects for the development of inbound tourism and the domestic market of tourism services, the competitiveness of domestic tourism in the world market. A modern tourist and hotel complex is a complex enterprise that employs hundreds of people and represents dozens of professions that provide services to tourists.
Today, in attracting tourists to a hotel, in addition to the qualifications of staff and service, the material and technical equipment of hotels plays an important role. This is explained by the fact that the accommodation facility must meet global characteristics and be attractive to tourists. A modern manager must not only master the technology of customer service, but also have a clear understanding of the material and technical base of the hotel, its technical equipment, requirements and methods of designing the residential and public premises of the hotel, have an excellent understanding of issues related to labor protection and ensuring the safety of those in hotel people.
The service sector is one of the promising sectors of the economy. Each hotel enterprise has its own infrastructure. It is necessary to carry out a set of preliminary studies and take into account factors that will allow the hotel to function for decades without major reconstructions. A huge role is played by indicators such as class, location, format and scale, as well as services necessary for customer needs.
At the initial stage of project implementation, take into account all possible factors that will allow the hotel to function for decades without major reconstructions associated with changes in the building’s design.
The location factor has a significant impact on the content of the project. But the most important factor is the positioning of the hotel and what services are needed to satisfy the requirements of the target audience.
Special attention is paid to the analysis of third-party users, since the main elements of the hotel infrastructure (F&B establishments, conference or business area, less often SPA and fitness center) can not only serve the needs of guests, but also work for the external market. Therefore, an analysis of the hotel’s location will help determine the capacity and power of infrastructure facilities. Organization of hotel business: Textbook for applied bachelor's degree / T. L. Timokhina. - M.: Yurayt Publishing House, 2014. - P. 180.
Let's consider the main factors that form the composition of the hotel complex infrastructure, separately.
Hotel class
The first and one of the most basic factors is the class of the hotel. A hotel enterprise has its own specific class and requires the presence of certain infrastructure elements. The higher the class of the hotel, the more varied, original and higher quality the services provided should be. So, if for a 2-star hotel one catering establishment and individual elements of service are enough, then in a five-star hotel, in addition to several different food establishments, the infrastructure should include a business center and conference areas, fitness, SPA and much more.
The hotel must have a restaurant with a certain number of seats, open all day. For a 4-5 star hotel, these are establishments with pan-European cuisine and a gourmet restaurant suitable for an evening out. Such requirements are the minimum that a developer must provide in high-level hotels. There may also be small bars and cafes that cater not only to the hotel crowd. However, it is important not to overdo it, since this is not the most profitable element of the project.
The area for sports is also allocated depending on the level of the hotel: it can be a separate room with exercise equipment and a shower, and in hotels of a higher class a swimming pool and an instructor are required. Organization of hotel business: Textbook for applied bachelor's degree / T. L. Timokhina. - M.: Yurayt Publishing House, 2014. - P. 183.
All other infrastructure elements (shops, bars on the upper floors, etc.) are optional and depend on where the hotel is located and what audience it is intended for.
Infrastructure Standards
There are no specific requirements for the composition of the infrastructure depending on the category of the hotel and world standards in this regard, just as there is no single international classification of hotels. As for other elements, such as banking services, a business center and a conference room, these are usually an integral part of high-class hotels.
The remaining infrastructure elements (shops, parking, children's room, etc.) are optional and depend on where the hotel is located and what audience it is intended for. Obviously, the higher the class of the hotel, the larger the area occupied by infrastructure facilities.
All hotel operators have their own developed standards regarding infrastructure, which, on the one hand, are clear and quite strict, on the other hand, they imply a certain flexibility due to the individuality of each hotel in the chain and its location. Moreover, within the same brand, the operator can vary and expand standards. Thus, Park Inn hotels can correspond to both 3 and 4 stars, Radisson - 4-5 stars, but at the same time the operator positions the hotel not as a specific set of “stars”, but as a brand that implies full compliance with the quality of services and services expected by it target audience. Organization of hotel business: Textbook for applied bachelor's degree / T. L. Timokhina. - M.: Yurayt Publishing House, 2014. - P. 193.
There are many specific requirements for the composition of the infrastructure depending on the category of the hotel. All hotels have their own developed standards for infrastructure, which are clear and quite strict and require the individuality of each hotel in the chain and its location.
Location and concept
The location and type of hotel business is the main factor of a hotel. Depending on whether it is a resort hotel or a business hotel, they will differ in the composition and capacity of infrastructure facilities. For example, a resort hotel for tourists and vacationers should provide more services that provide a comfortable stay for guests. The task of the tourism infrastructure in this case is to create all the conditions so that clients do not have the need to leave the hotel and do not have a desire to have breakfast or dinner elsewhere. In a non-resort city, hotels are designed mainly for businessmen, and therefore the main emphasis in them can be placed on the conference component and banquet area.
One of the important conditions for a successful hotel project is that the concept of each infrastructure element matches the hotel’s surroundings. Based on the location of the site, it is determined what capacity and power the amount of infrastructure is required for a particular project. If the site is located in the center of a large area, and there are no restaurants around or there are not enough of them, for a 3-4 star hotel with 250 rooms it is necessary to provide restaurants with a total number of seats of at least 200 (and the places in the restaurant and cafe cannot be combined). Organization of hotel business: Textbook for applied bachelor's degree / T. L. Timokhina. - M.: Yurayt Publishing House, 2014. - P. 184.
An important factor in determining the composition and capacity of the infrastructure is the size of the hotel project. The size of the area allocated for infrastructure elements should be proportional to the volume of the hotel: the larger the hotel, the more space will be occupied by service facilities. Despite the lack of uniform standards for organizing infrastructure, there are recommendations regarding the ratio of the number of rooms and other areas. For high-class hotels this ratio can be 50x50%; for projects of a lower class, accordingly, it will be smaller in favor of rooms. Organization of hotel business: Textbook for applied bachelor's degree / T. L. Timokhina. - M.: Yurayt Publishing House, 2014. - P. 186.
The scale and number of hotel rooms directly affect the capacity of infrastructure facilities, and, first of all, F&B establishments. Obviously, the number of seats in a restaurant must correspond to the number of rooms.
Management of hotel infrastructure facilities
As a rule, all major infrastructure facilities in a hotel are managed by the owner or hotel operator. Considering the fact that the service component of a hotel includes a large number of different, specific and difficult to manage types of businesses - restaurant, fitness, SPA, etc., the management team and staff must have experience and appropriate qualifications.
Hotel operators have developed requirements and standards for managing infrastructure facilities, and also have significant experience and a staff of managers, which, in turn, allows them to successfully manage the entire hotel complex.
The intentions of the operator or owner to independently manage all infrastructure facilities are confirmed by practice and are explained, first of all, by the desire to keep under control everything that generates income, affects the attractiveness of the hotel and shapes its image
When forming a hotel infrastructure, it is important to understand that, depending on the positioning, location and scale, a certain composition of infrastructure elements can either confirm the correctness of the chosen niche or become a financial failure for the owner. It is necessary to correctly plan the economics of such a project, model and calculate the generation of cash flows, and also derive the optimal ratio of the number of rooms and infrastructure elements in order to meet the expectations of guests and work efficiently. Radionova N.S., Subbotina E.V., Glagoleva L.E. Organization of hotel business: Textbook. allowance. - St. Petersburg: Trinity Bridge, 2014. - P. 273.
Thus, a well-developed and professionally managed infrastructure component is the key to a hotel’s success, especially in a rapidly developing and competitive market, since it is one of the primary factors that determines its investment value.
The main elements that you must first pay attention to when creating a hotel infrastructure are the class of the hotel, its concept and location, as well as the volume of rooms. It depends on this how effectively the complex as a whole will work.
At the same time, there is no balanced approach to the formation of hotel networks across the territory, taking into account the capacity of inbound and domestic tourism and recreational potential. Currently, the problem of shortage of accommodation facilities, both comfortable 3-5 star hotels and tourist class hotels, remains relevant.
