History of the creation of hotels. Development of small hotels in Russia and abroad. History of hotel business development

The concept of hospitality appeared at the dawn of human civilization. Over the centuries, improving and acquiring new functions, the concept of hospitality has reached our days, turning into a strong and significant industry that brings significant income, both the owners and the state. Today, the hotel business not only contributes to the economic growth of individual countries, but also plays an important role in improving the lives of people who are becoming increasingly mobile in the context of globalization. Russia is no exception in this process. In the last decade, the domestic market for tourism services and, accordingly, the hospitality industry has been developing rapidly, especially in large industrial and financial centers of the country, however, it should be noted that the importance of this segment for the domestic economy as a whole is still significantly lower than what is the case in developed countries .

The very concept of “hotel” comes from the Latin equivalent of this word “hostel”, as well as the Anglo-Saxon “hospitality”, which means hospitality (from the Old French “hospice”, which means a strange and welcoming home).

Later, this name was modernized into the more familiar one, which has French roots - “hotel”.

So how did it all begin?

The appearance of the first prototypes of hotels, as well as the very profession of serving people staying overnight, has its roots in the distant past.

Guest houses were located in cities and on roads leading from one country to another. In addition to travelers, the services of guest houses were used by messengers, couriers, and government employees. Here people were provided with lodging, shelter, food, and horses were fed and changed there.

In the Middle Ages in Europe, inns began to be created at monasteries. The Church obliged to organize “hospices” for travelers, pilgrims, and priests traveling to holy places. Over time, they go from being free shelters to becoming income-generating businesses.

There were prototypes of hotels in the Middle East, Central Asia, and Transcaucasia. Merchants with caravans of goods traveled through deserts and foothills. They usually spent the night in tents, but sometimes stayed in caravanserais - a kind of hotel complexes that included a pen for camels and accommodation for people, surrounded by a fortress wall.

In the XVIII-XIX centuries. With the growth of economic and political ties between states, the rapid development of the hotel industry begins, especially in European cities. The hotel industry is becoming important industry, bringing great profits.

Development of hospitality enterprises in the 19th century. associated with the development of tourism. On the sea coasts, near mineral water springs, in picturesque places, the construction of large and small hotels is taking place. Their technical equipment is gradually being improved, comfortable conditions are created for guests, and the forms and methods of service are changing.

Companies are emerging in this area of ​​the economy joint stock companies, corporations and syndicates. Such large associations began to manage the hotel industry in their countries, as well as build hotels in other countries. A hotel syndicate is being created in London, and a “Union of Hotel Owners” is being created in France. These organizations of private owners set prices for rooms, trained hotel workers, and promoted the development of tourism. In 1906, the “International Union of Hotel Owners” was created, uniting the owners of 1,700 hotels in different countries of the world.

In large European cities, hotels are beginning to be used for other purposes. They host casinos, hold press conferences and receptions.

The rapid development of the hotel industry continued in the 20th century. This was facilitated by a sharp qualitative and quantitative increase in road, air and rail transport, and the revival of trade, cultural, scientific, technical and sports contacts between states.

Tourism and the hotel base, which is growing every year, have turned into a “service industry,” which, in combination with the “entertainment industry,” has become a source of large incomes and profits. The modern “hospitality industry” includes hotels, restaurants, bars, resorts, gambling houses, casinos, and health resorts.

In Rus', inns, the predecessors of the first hotels, appeared in the 12th and 13th centuries. They rested and changed horses there. These inns - “pits”, as they were called, were located one from the other at a distance of a horse ride.

In the 15th century Numerous postal stations are created, which are in charge of the Yamskaya Prikaz. At the behest of the Yamsky order, new stations were opened, and the coachmen also obeyed him. At the same time, numerous living rooms and inns were built. Not only did they trade in the Gostiny Dvors, they lived in them and carried out commercial transactions.

Due to the growth industrial production and the expansion of trade relations in the 18th -19th centuries. The population of cities is growing, new hotels are opening. In 1818, 7 hotels were operating in Moscow. In St. Petersburg in 1900 there were already 325 hotels. In 1910, there were 4,685 hotels in Russia, not counting inns and taverns with rooms. All of them belonged to private individuals and were purely commercial enterprises.

After the October Revolution, by decree of the Soviet government, all hotels were nationalized, and the hotel industry underwent a radical restructuring.

By 1940, hotels had been built in 669 cities. During the Great Patriotic War, enormous damage was caused to the entire national economy, including the hotel industry.

In the post-war years, extensive work was carried out on the restoration, reconstruction and construction of new hotels. Already by 1960, in 1364 cities of the Soviet Union, guests were served in 1476 hotels.

The further growth of the material and technical hotel base in the country was determined by the following factors: development of existing cities and the emergence of new ones; the growth of industry, science, culture and art; increasing the material well-being of people. All this created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers.

In 1980, on the eve of the Moscow Olympics, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700 thousand beds. Many large, comfortable hotels were built.

Having reached certain heights and occupying one of the important roles in the economy and everyday life of people, the hotel business does not stand still. Every year new hotels are opened, old ones are being reconstructed, rooms are being updated, and service standards are being improved. According to the Federal State Statistics Service, at the end of 2008 there were 110 hotels in St. Petersburg, while in 2005 this figure was 72 hotels.

The number of mini-hotels at the end of 2007, according to the Center for the Development of Small Hotels, amounted to 500 objects, while in 2003 there were only 25. These figures speak quite eloquently that the hotel services market continues to develop, and quite actively at that. World economic crisis slightly slowed down the construction of many large network facilities in large Russian cities. But according to many hoteliers, this gives mini-hotels a chance to exploit their potential. Therefore, in the coming years, the growth of mini-hotels in Russian cities and the increasing role of this type of hotel enterprises in the hotel industry are predicted.

I.Introduction…………………………………………………………………………………3

II. Main part

2.1 History of development hotel business…………………………………….6

2.2 History of the hotel……………………………………………………………..12

2.3Golden ring……………………………………………………………..15

2.4Administrative………………………………………………………...17

2.5 Reservation………………………………………………………………...20

2.6 Reception and accommodation………………………………………………………23

2.7 Service……………………………………………………….26

2.8 Rooms……………………………………………………………….27

2.9 Rooms maintenance service………………………….………..32

2.10 Catering……………………………………………………….34

2.11 Restaurants and bars………………………………………………………...39

2.12 Security service……………………………………………………….43

2.13Usltsgi…………………………………………………………………………………48

III.Conclusion…………………………………………………………….....63

IV References………………………………………………………65

I.Introduction

In his course work I want to talk about hotel services using the example of the Golden Ring Hotel, as well as what a service is, what they are, how they are provided correctly and in what order.

First of all, it should be noted that the Golden Ring Hotel is a high-level hotel. The hotel has comfortable rooms, bars, restaurants, congress halls, a business center, as well as additional services such as: catering, sauna, billiards, proposal for newlyweds, florists, fitness center, and many others.

Also, the high level of service in this Hotel cannot go unnoticed, since the hotel staff consists of highly qualified specialists in their field, they know their rights and responsibilities, as well as how to properly provide the service to the guest so that he is satisfied. In a hotel, a lot depends on the client’s impression, on how he was greeted, so a hotel cannot exist without the concept of hospitality.

Hospitality is one of the fundamental concepts of human civilization. As it developed, the provision of hospitality services to people who found themselves, for one reason or another, not at home, turned into a profession for more and more people, until it turned into a genuine industry. The term "hospitality" comes from the Old French word hospice, which means hospitable home. Hospitality is a more precise concept, as it is aimed at meeting the needs of not only tourists, but also consumers in general. It should be noted that the concepts of tourism and hospitality cannot be considered separately: they are two interrelated terms.

Tourists are potential consumers with varied desires and needs, depending on the purpose of their travel.

The concept of “hospitality” in all dictionaries is interpreted as a gracious reception of guests, cordiality towards guests. Hospitality is one of the concepts of civilization, which, thanks to progress and time, has turned into a powerful industry in which millions of professionals work, creating the best for consumers of services (tourists). The hospitality industry includes various areas human activities - tourism, recreation, entertainment, hotel and restaurant business, catering, excursion activities, organizing exhibitions and holding various scientific conferences. Thus, the hospitality industry is a complex field of activity of workers who satisfy any needs and desires of tourists. The commercial orientation of tourism enterprises leads to the emergence of tourist and service business, as well as the creation of a specialized industry for the production of souvenirs and tourist goods.

This circumstance allows us to distinguish tourism and service into an independent complex of service and tourism enterprises. All this can be defined as tourism industry, the pace of development of which is striking in its speed.

Over the past five years, Russia has seen rapid development of the hotel business. IN modern world The hotel business is developing at such a pace that the primary task of hotel management is high service in the hotel business: high-quality hotel services and competent hotel management. Hotel services are placing increasing demands on hotel management.

The hospitality industry unites all related sectors of the economy that specialize in serving traveling people through specialized enterprises: hotels, restaurants, travel agencies, national parks, cultural and recreational parks.

The highest goal of business activity in the hospitality industry is, first of all, to satisfy the needs of the client, and only then - to increase the income of the enterprise.

In the conditions of fierce competition that dominates the market of hospitality services, this is the only way to attract and, most importantly, retain a client, and this is what creates the basis for the prosperity of hotel enterprises.

Therefore, one of the main tasks of the hospitality industry is to develop the service side of the business and develop a culture of service.

Purpose of the work:

1)Talk about the development of the hotel business

2)Tell about the Golden Ring Hotel

3)Tell about the services provided at the Golden Ring Hotel

II. Main part.

History of hotel business development

The hospitality industry first appeared during Antiquity. The first documentary evidence of the existence of the hospitality industry was recorded in the era Ancient Greece and Ancient Rome. One of the documents confirming the existence of the hospitality industry in ancient states is the Code of the Babylonian king Hammurabi. The said act mentioned taverns, which had a dubious reputation and sometimes served as brothels. The code stipulated that tavern owners must report visitors if they were planning to commit a crime against the sovereign. The composition of the visitors was extremely diverse and specific. In Ancient Greece there were also taverns, which played a fairly important role in the life of society, as they were an important part of the religious and social life of the population. Although the taverns had places to stay overnight, they were intended for catering. The development of trade implied the need for travelers to spend the night, so another type of enterprise appeared - inns. The most extensive network of inns was in Ancient Rome. The construction of inns by the Romans marked the beginning of the creation and formation of the hospitality industry. The location of the inns in Rome was carefully thought out. They were built at a distance of 25 miles from each other, so that travelers and messengers would not get too tired on the road, resting in each of them. However, it was possible to use the inns only with a special document confirming the status of the visitor. Such papers were often stolen on the road and forged.

During the early Middle Ages, providing services for ordinary people religious institutions were involved. The trips were made mainly by missionaries, priests and pilgrims, so inns began to be located closer to churches and temples. In England, inns were no longer built for travelers, but rather for the population drinking alcoholic beverages. In the Middle Ages, the number of inns constantly increased, but the level of services provided there remained low. Guests spent the night on mattresses or simply on the floor. The food was also quite meager and monotonous. Most often, the guests ate what they brought with them or bought from the owner of the yard. Wealthier people did not stay at inns, but traveled in their carriages or on horseback. The poor population, who made such trips on their own, were not allowed into such establishments. In all inns there was a clear differentiation along class lines. Wealthy guests dined in the dining room or in their rooms. The poor ate with the owner and his family. They were provided with simple food, no frills, for a minimal price. Wealthy people could order whatever they wanted and could go into the kitchen and watch the food being prepared. Trying to please and please a wealthy guest, the owner of the inn usually offered him something special from the kitchen, a dish that was famous throughout the area. Food prices also varied. In the XII-XIII centuries. In Rus', the first prototypes of modern hotels appeared - inns. Any traveler could get food and shelter there, but the inn was not particularly comfortable. Services were provided here to accommodate travelers' horses and vehicles. In the 15th century inns were created at post stations located close to each other. In addition to food and accommodation, an additional set of services was provided by coachmen.

They kept horses and transported “by sovereign decree” everyone who had a special document. The inns existed for a long time, until the middle of the 19th century. The development of railways stopped the construction of inns. The development of the automobile industry necessitated the emergence of hotels located along the roads - motels. In Russian cities, such a type of hotel as gostiny dvors was also common. They differed from inns in that, in addition to food and accommodation services, they included the opportunity to carry out commercial transactions and operations, i.e. in the guest courtyards there were furnished rooms, shops and shopping arcades. Gostiny dvors were also intended for storing goods and trading them, since merchants were not allowed to do this in their own homes. This ban applied to all merchants and was lifted only in the 18th century. Gostiny dvors first appeared in Veliky Novgorod in the 12th century. Accommodation of guests was based on nationality. Novgorod in the XII−XV centuries. was famous for its Gothic, German, and Danish guest houses. In Moscow there were English, Greek, German, Persian and Armenian courts. The activities of guest houses in medieval Rus' were regulated special rules, which were called “skry”. The mention of the first rules for the provision of hotel services dates back to the 12th century. These rules included the procedure for establishing relationships between the residents of the yard and the local population. Special attention focused on ensuring the safety of life, property and home. In the 18th century Hospitality businesses have developed widely in the United States of America. In 1607, the first inn appeared here. In 1634, one of the first taverns was opened in Boston. Since then, taverns have become centers public life, resting places for soldiers and businessmen. Taverns successfully developed at crossroads and in city centers.

European settlers who came to the Americas brought with them experience in building and managing inns and taverns. American taverns from the very beginning of their existence had a commercial orientation, i.e. were created for the purpose of making profit. XIX century became the time when the hospitality industry received its greatest development. During the period of the XVIII−XIX centuries. New hotels are opening in Russia, the number of cities is growing, which is caused by the expansion of trade relations and the growth of industrial production. In 1818 there were seven hotels in Moscow, and in St. Petersburg in 1900 there were 325. A feature of the Russian hospitality industry was the existence of tea establishments. They appeared in the 19th century. under Alexander II in the Tver province. In St. Petersburg, the first teahouse was opened on August 28, 1882. Tea establishments were placed in special operating conditions: a minimum wage was established for them rent, very low tax rate. The teahouses opened from five o'clock in the morning. This type of establishment spread to other cities and quickly gained popularity. XIX and early XX centuries. left a noticeable mark on the history of the development of the hospitality industry in Russia. At this point, famous hotel enterprises were built, some of which continue to operate today. It should be noted that they basically corresponded to European examples of architecture, hospitality and interior design. So, in 1911−1912. designed by architect F.I. Lidval, the Astoria Hotel was built, which was considered at that time the best hotel in St. Petersburg. A restaurant with French cuisine was opened under her. By the end of the 19th century. In Moscow, such hotels as Dresden, Paris, England, Germany, North, Grand Hotel, Europe, and Berlin were known and popular. In the first years of the 20th century. in Moscow, hotels of the highest class were built - “Metropol” (1904, designed by architect V. Walcott with the participation of L.N. Kekushev and A.E. Erichson), “Boyarsky Dvor” (1901, architect F.O. Shekhtel),

"National" (1902, architect A.V. Ivanov). In 1910, there were more than 5,000 hotels in Russia. They were owned by private individuals and were considered commercial enterprises. After the revolution, most of the hotel stock was nationalized. The Astoria Hotel in St. Petersburg became the seat of the Petrograd Council of Workers' and Peasants' Deputies, and the government was located in the National Hotel in Moscow. The new government did not seek to develop market relations, and income from the hotel industry was directed to the development of heavy industry. Hotels built during the Soviet period were not well equipped. The furniture was of poor quality, the rooms were poorly lit. Most of the numbers did not match sanitary conditions. There were no uniform tariffs for hotel services before. In 1934 it was developed and approved model charter local council hotel trust. The hotel trust was an independent economic unit and operated on the principles of economic accounting. According to this charter, the hotel was a legal entity and was liable for all obligations within the limits of the property that it owned and which could be foreclosed on. By 1940, hotels had been built in almost 700 cities of the USSR. During the Great Patriotic War, enormous damage was caused to the hospitality industry, and, consequently, in the post-war period it was subjected to a thorough reconstruction. Since 1950, large-scale construction of new hotels began. In accordance with the general trend of the post-war years, hotel interiors were given palace splendor. Hence, some abstraction of architects from consideration of issues related to the best organization life of citizens living in hotels. Functional and aesthetic requirements were imposed on hotel interiors.

The further growth of the material and technical hotel base in the country was determined by the following factors: the development of existing cities and the emergence of new ones, the growth of industry, science, culture and art, and an increase in the material well-being of people. This created the preconditions for the development of domestic tourism, the exchange of delegations, and an increase in the number of business travelers and vacationers. At the same time, the need to increase the hotel stock in the USSR increased. During the tenth five-year plan, 158 hotel enterprises with 30,000 beds were built in the RSFSR. Tall, equipped modern technology and equipment, hotels were erected in Volgograd, Novosibirsk, Murmansk and Arkhangelsk (with 1000 beds each). Along with general hotels, the growth of boarding houses, sanatoriums, motels, tourist centers and camps has increased. In 1980, on the eve of the Olympic Games in Moscow, the USSR hotel industry consisted of 7,000 hotels with a total capacity of 700,000 beds. Many large, comfortable hotels were built. One of the largest hotels in Russia is the Izmailovo hotel complex, designed for 10,000 beds. Unfortunately, in the 1990s. due to economic and political situation The country has experienced a significant decline in demand for hotel services. At the end of the 1990s. according to data State Committee In the Russian Federation, according to statistics, Russia had 5,043 hotel-type enterprises with a total number of beds of 390,931. In Russia as a whole, 65% of hotels are located in urban areas, and 35% in rural areas. The largest hotels in terms of room capacity are located in Moscow and St. Petersburg. In the 20th century The hospitality industry has developed particularly intensively in Europe and the USA. It was there that new forms of organization of this service sector appeared. Significant changes have occurred in the restaurant business.

In the modern world, there are main directions for the development of hotel industry enterprises:

1) deepening the specialization of hotel and restaurant offers;

2) formation of international hotel and restaurant chains;

3) development of a network of small enterprises;

4) introduction of computer technologies into the hospitality industry.

History of the hotel.

The Golden Ring Hotel, Moscow was built in 1970 and was known among Muscovites and guests of the capital under the name “Belgrade-2”. It received its new name - the Golden Ring - after reconstruction in 1994-1998. The Golden Ring Hotel, Moscow not only changed the appearance and name of the hotel, but also received a higher category, receiving the status of one of the best hotels in the capital. . We worked hard on decorating the interior of the hotel best designers from Italy and Switzerland.

Despite the fact that the official status of a 5-star hotel was confirmed only in 2004, already in 2003 the Golden Ring Hotel, Moscow became a laureate of the Crystal Boat competition. The hotel manager received a special prize “For great personal contribution to hotel management”, and the hotel restaurant was recognized as “The best hotel restaurant in organizing and holding events at the city and international level.”

Despite the fact that the Golden Ring Hotel belongs to the Administration of the President of the Russian Federation, it is not a closed institution: anyone can stay here. The hotel's capabilities and its location opposite the Russian Foreign Ministry make it possible to receive both foreign government delegations and heads of state, as well as representatives of Russian and Western business circles. The hotel itself positions itself as a business hotel, where businessmen will find excellent conditions for work and leisure. A corporate newspaper is periodically published, intended “for those engaged to business,” in English and Russian, in which hotel clients can find information about hotel services, partners, restaurants and entertainment.

golden ring

All rooms at the Golden Ring Hotel are equipped with modern technology. For the convenience of guests, all rooms have a safe, a minibar, an adjustable heat-ventilation system, all types of Internet access, including Wi-Fi, and the ability to connect any necessary office equipment. All beds in hotel rooms have orthopedic mattresses. Prints are also delivered to hotel guests electronic versions newspapers from all over the world. The staff of the Golden Ring Hotel is famous for its sensitivity and friendliness. Particularly noteworthy is the convenient location of the Golden Ring Hotel. The hotel is located in the very center of Moscow, a five-minute walk from the Smolenskaya metro station, surrounded by historical attractions, major cultural sites, and major business centers. The Kremlin can be reached on foot in 20 minutes from the Golden Ring Hotel.

Accommodation prices at the Golden Ring Hotel are high. However, taking into account the location of the hotel and the level of service, the price of a room in the Golden Ring Hotel is an objective value. At the same time, if we compare the Golden Ring Hotel with other hotels in Moscow, then the prices of this hotel are quite reasonable.

The Golden Ring Hotel has extensive experience in holding conferences and banquets, both social and business, for which the hotel has 7 conference rooms, 2 banquet halls, 3 restaurants. Each restaurant at the Golden Ring Hotel has its own unique look. All hotel restaurants employ famous chefs who have won international recognition. The Golden Ring Hotel has its own confectionery shop, producing exclusive designer cakes and pastries. Professional florists working in the hotel can decorate the interior for any event according to your taste.

The Golden Ring Hotel has its own beauty and health center. It has everything to spend time with beauty and health benefits: gym, solarium, sauna, jacuzzi, all types of SPA treatments.

The Golden Ring Hotel is considered the best 5-star hotel in Moscow in terms of price/quality ratio.

There are many professions, spheres of human activity that arose neither yesterday nor today, but have their roots in the distant past. These rightfully include the hotel business. The modern word “hotel” is directly related to the root “hospitality”, which has been known since the emergence of human civilization. The first guest enterprises - the prototypes of modern hotels, as well as the profession of serving traveling people, arose in the distant past - more than 2 thousand years BC. e. - in ancient Eastern civilization. It is impossible to establish the exact date of the first hotels. Once people started traveling, they needed a place to stay.

In Rome, as in other civilizations, Ancient Greece or Ancient Egypt, the hotel industry began to emerge. This process was an integral part in the development of society, because there were travelers who were looking for places to spend the night, visiting guests who also needed shelter. The main achievements in the development of hotels arose precisely due to migration processes throughout the entire human-inhabited part of the earth.

Ancient “hotels” reached a special peak during the Roman Empire, when travelers, officials, couriers and government employees stayed in them.

The development of trade relations in the Middle East, Asia and Transcaucasia played a huge role in the emergence of hospitality enterprises. The largest trade routes passed through the territory of these regions, along which caravans with goods moved.

To organize overnight stays for travelers along trade routes, special accommodation points were created - caravanserais (premises for stay and rest of travelers), which, as a rule, included rooms for people and pens for camels and horses. All this was surrounded by a high wall that protected from wind, rain, storms, as well as from robbers and robbers.

In the Middle Ages, the development of hospitality businesses was significantly influenced by religious traditions. During this period, many people made pilgrimages to holy places, and travelers sought refuge primarily in monasteries and abbeys. The Church obliged the monasteries to provide shelter to pilgrims - to feed and organize overnight accommodation for them. The free services provided by the monasteries to travelers hampered the development of private accommodation enterprises. However, there were already inns, and their number was growing, but so far they only offered shelter - without a table.

The impetus for the development of private inns and taverns was given only in the late Middle Ages. So, in England in the 1530s. King Henry VIII transferred church property to secular property and travelers could no longer count on free accommodation in monasteries and were forced to stay at private inns.

In Rus', inns appeared in the 12th-13th centuries, then they were called pits and were located one from the other at a distance of a horse ride.

The next notable period in the development of the hotel industry is associated with the establishment in Europe of a regular postal and horse-drawn transport network (stagecoaches in Western Europe, Yamsk stations in Russia). Postal stations for state transport appeared along the postal routes, which also served as a resting place; they provided shelter from bad weather and simplified the procedure for changing horses.

By the 15th century inns joined postal stations; in fact, they can be called prototypes of motels. In large Russian cities, Gostiny Dvors appeared, which differed from inns in that here travelers had the opportunity not only to receive accommodation and meals, but also to carry out commercial transactions, i.e., Gostiny Dvors combined furnished rooms, shopping arcades, shops, and warehouses. As a rule, all this was surrounded by walls and towers with entrance gates.

The word “hotel” appeared in the 18th century. In France, a hotel was originally called an apartment building in which apartments were rented out for a month, a week, or even a day. The term soon spread widely in America. Most taverns were quickly renamed hotels, which, according to the owners, gave them a European (French) chic. It is generally accepted that the United States of America is the birthplace of most innovations in the field of hotel technical equipment. The need for hotels in this country has always been very great due to the continuous flow of emigrants who needed temporary accommodation, and the incessant demand contributed to the rapid development of the hotel business.

In 1794, the first hotel was opened in the United States - the 70-room City Hotel on Broadway in New York. In 1829, the Tremont Hotel opened in Boston, the first first-class hotel in the United States, with bellhops, a reception desk, locks on the doors of rooms (double and single), and even free soap for guests. This event marked the beginning of the hotel boom in this country. In the middle of the nineteenth century. The first hotel with central heating operated in the country.

By the end of the 19th century. Two types of hotels were common. Some were large and luxurious, and some of them were simply architectural masterpieces - with spacious lobbies and ballrooms. They had all the amenities possible at that time - an elevator, toilets, electric lighting, etc. Others, small and outdated, offered services at low prices.

The Swiss Caesar Ritz made a significant contribution to the development of the hotel business; one of the most famous and expensive European hotel chains still bears his name, although Ritz himself was only a hired manager all his life and did not own a single hotel. The Swiss Ritz and the American Statler were fanatics of the hotel business. They paid attention to the most seemingly insignificant details. It was Statler who came up with the slogan “The customer is always right,” which still serves as the basis for the “scientific” approach to service.

It has become fashionable for members of high society to visit upscale hotels; Thus, in London, instead of dining in all-male clubs, gentlemen began to dine with ladies in hotel restaurants.

At the end of the 19th - beginning of the 20th centuries. In the major cities of Europe and America, luxury (five-star in modern terminology) hotels appeared, designed to satisfy the demand of new millionaires and old nobility, for whom travel had become a fashionable pastime. Several such hotels were built in Russia, for example, “Metropol” and “National” in Moscow, “Europe” in St. Petersburg.

After World War II, international hotel chains became widespread.

Currently, there are dozens of international hotel chains. Among them we can mention “Hod Id Inn”, “Choice”, “Best Western”, “Marriott”, “Hilton”, “Sheraton”, etc.

Today, the hospitality industry is a powerful economic system in a region or tourist center and an important component of the tourism economy. Hotel industry as a type of economic activity includes the provision of services and the organization of short-term accommodation in hotels, motels, campsites and other accommodation facilities for a fee.

According to experts, the entire 21st century will be the century of tourism. Over the past few years, tourism has become available to wide sections of the population in our country. Simultaneously with the growth in the total number of tourists, the tourism infrastructure and its main component, the hotel sector, have undergone significant development. Hotels are trying to get their share of the business and are trying in every possible way to convince tourists to spend money on the hotel services they provide.

Pilgrims and wanderers. How has the hotel business developed?
With the emergence of people's desire to travel, the first hotels appeared. The era of the hotel business began with inns, taverns and taverns. In every era, they met their main requirements - providing guests with the opportunity to stay overnight.

Hotels from ancient times to the present day
The first hotels appeared about two thousand years ago, and, like many things we now use, they arose in Ancient Greece and Ancient Rome. The taverns and hospitums that appeared here were the predecessors of modern hotels. Merchants, traveling artists and minstrels, and pilgrims stopped in such places. Most of them were traveling people. For a long time, hotels looked something like this: a two-story building with a place where horses and other animals could be left. On the first floor there was most often a spacious room where people could relax and communicate, on the second there were living rooms for those who stayed at the hotel. Hotels of that time served as a kind of center of cultural life, here you could socialize, learn about current events, and have a drink. In establishments such as the tavern, cockfighting originated and darts were played here.
In the Middle Ages, hotels were most often built next to churches. Thus, the church ministers tried to shelter the pilgrims. But in 1530, the king prohibited the accommodation of all travelers at the church, then the need arose to revive private hotels. It is worth noting that in England there were the following requirements for hotels - friendliness, plentiful food, comfort of guests, pleasant atmosphere. But modern look the hotels were purchased not in the lands of Eurasia, but in the USA. Researchers believe that this happened around the middle of the 19th century, when they began to rent out not just rooms, but full-fledged rooms with amenities such as a separate toilet.

What was it like in Rus'?
The origin of the hotel business in Russia is considered to be the 11th-13th centuries. It was at this time that inns began to appear, which, by the way, were popular among messengers. A little later, in the 15th century, postal stations appeared; here one could stop, wait out bad weather, and replace horses. Only in the 18th century did the rapid construction of guest courtyards begin, which, by the way, were built on a national basis. In Moscow, gostiny dvors are “Aglitsky”, “Sveisky”, “Greek”, “Armenian”, in Nizhny Novgorod - “German”, “Dutch”. Gostiny Dvors in Russia are not just hotels, but also places of vibrant trade, shops, and all kinds of warehouses. Such guest courtyards had walls, towers, gates, in general, they were very different from the hotels that we see now. The construction boom began in the 20th century, by the way, by the beginning there were 4,500 hotels, not counting taverns and other recreational places. In the USSR, the impetus for the development of the hotel business was the ongoing socio-political events, meetings of heads of state and others. But the service became truly European only after 1993, when Russia began to strive for Western standards.

Star categories
The hotel business has developed rapidly; now there are dozens of hotel chains, which, admittedly, can be considered enterprises of the highest level. Hotels such as Marriott, Hilton, Best Western top the list of the largest hotels. The way hotels are divided into categories is another very interesting piece of information. Thus, the division into categories that arose in Britain became a kind of standard.
A one-star hotel is a hotel with a small range of services, most often they are located somewhere on the outskirts of the city. Two stars go to those hotels that are slightly larger in size and that have their own bars and restaurants. Three-star hotels already meet the main service requirements, the number of services is expanding, but the fact that such a hotel must have a bar and restaurant remains unchanged. Four-star hotels are considered first-class hotels; here guests are simply obliged to provide comfort and service of the highest quality. Such hotels most often already have restaurants with kitchens different nations. Five-star hotels are those that have not only restaurants and bars, but also spa centers and sports centers. Accommodation in such hotels is very expensive, but the range of services is significantly different from those that have earned fewer stars. Depending on the hotel, guests can be offered a wide variety of services, including a golden toilet and a personal butler.

based on information from the website www.prohotel.ru

Modern tourism, and it is unthinkable without a developed hotel industry, is a highly profitable industry, comparable in terms of investment efficiency to oil production and processing industries economic and economic complex. In the field of tourism, the interests of culture and transport, security and international relations, ecology and employment, hotel business and health resort complex. Thus, betting on the development of tourism, and with it the hotel industry, is beneficial to any region of the country.

A hotel is an enterprise created to provide the general population with basic (provision of rooms for temporary use), additional paid (services of catering establishments, rental, medical diagnostics, etc.) and free (calling an emergency doctor, providing boiling water, threads, needles, etc.) services in accordance with current legislation. Thus, a hotel enterprise is an independent economic entity that supplies its product (services) to the service market on the basis of freely developing demand for these services from their consumers (users).

The basic service, or accommodation service, is considered as a specific hotel product that is purchased by the hotel clientele through exchange transactions that do not imply ownership, but only access to it and its use at a certain time and place.

Each hotel contains a complex, a system of premises and services that provide reception and accommodation for clients (especially tourists), their food, leisure activities and consumer services. Therefore, speaking about the hotel, hotel industry, we most often mean that we are talking about a hotel complex, which includes residential and office premises, engineering support systems, as well as the territory adjacent to hotel buildings and structures. All buildings of the hotel complex are organized in such a way as to make it easier to serve the clientele (consumers of services) and provide them with a variety of services high quality. This cannot be achieved without trained and comprehensively trained service personnel, selected in accordance with the standards developed by the hotels.

According to the current civil legislation, a hotel enterprise is recognized as a legal entity only after state registration in the prescribed manner and must have certain inherent characteristics, without which it cannot not only be recognized as a legal entity, but also engage in business. production activities, namely:

Have separate property in your ownership, economic management or operational management;

To answer with your property for the obligations that the enterprise has in relations with creditors, including in the event of failure to fulfill obligations to the budget;

Act in production and economic activities in the process of providing hotel services on its own behalf, i.e., enter into all types of civil contracts with business partners, consumers of the hotel product, suppliers of all factors of production (raw materials, materials, fuel, energy, components and etc.), with citizens and other legal entities and individuals;

Be a plaintiff, bring claims to the guilty party, and also be a defendant in court (arbitration court) in case of failure to fulfill obligations in accordance with current legislation and contracts;

Have an independent balance sheet or estimate, correctly keep records of costs for the production and sale of services, provide timely government agencies reporting;

Have its own name containing an indication of its organizational and legal form.

According to the Civil Code of the Russian Federation, from January 1, 1995, can be created (formed) legal entities How commercial organizations only in the following organizational and legal forms:

State enterprises;

Municipal unitary enterprises;

Individual (family) private enterprises;

Producer cooperatives;

General partnerships;

Mixed partnerships;

Limited Liability Partnerships;

Joint stock companies of open (closed) type.

The quantitative growth of hotel chains, their mergers and consolidations create the erroneous opinion of a decrease in the variety of offers and recreation. However, in practice, the opposite trend is observed: the spread of chains (due to some impersonality and standardization of service) cannot satisfy all the various requirements of tourists, which prepares the ground for the development of small independent hotels that rely on uniqueness and originality. Experts considered these hotels to be the prototypes of hotels of the 21st century: comfortable, built in a rural style and offering services at a reasonable price, having everything necessary for work and leisure, without a restaurant (it is assumed that the restaurant is nearby), where clients can receive exquisite personalized service. It is the uniqueness of a small hotel that is the main instrument of market policy.

As practice shows, most small hotels are independent hotels that are in the free possession, disposal and use of the owner, who receives profit from such property. The presence of contractual obligations with other companies in matters of management and use of someone else's service mark does not entail a change in the status of the enterprise as independent in relation to other subjects of market relations.

Over the past few years, small hotels have become leaders in specialized programs and marketing research. What is this category of hotels and what is the reason for their popularity? To date, there are no strictly defined international or national standards classifying accommodation facilities by their volume. In practice, hotels are divided into four large categories: small hotels (up to 150 rooms), medium hotels (from 151 to 300 rooms), large hotels (from 301 to 600 rooms) and giant hotels (over 600 rooms). It should be noted that depending on the country, the numbers in brackets may vary significantly. Europe, with its tight borders and modest size, is a stark contrast to the megalomania of the United States, where no one will be surprised by the hotels with several thousand rooms crowded on the coast of Miami, Florida or Las Vegas.

A European small hotel, as a rule, has no more than 50 rooms, while its American counterpart with 150 rooms is also considered a very small establishment. In this regard, Russia is closer to Europe, although our country has also suffered from gigantomania in a pronounced form. According to the most general definition, a small hotel in Russia is an enterprise of a hotel complex where from one to fifty rooms are provided to the consumer.

But, although small hotels are the subject of numerous studies, their status still remains uncertain. Firstly, there is no consensus on what a small hotel is, and secondly, in terms of logistics, range of services and quality of service, a small hotel very often does not “fit” into the classification of hotels. For example, a small hotel with 15 rooms in a separate small building, even if it fully satisfies all the requirements for a four-star hotel in terms of technical equipment and comfort, will never be officially classified as four stars if it does not have a hairdresser, a business center and a hall for cultural events(which her 15 clients hardly need). And hotels located on one floor in a multi-story building are not provided at all State standard, since one of the mandatory requirements for the technical equipment of a hotel is the presence of a guest elevator.

Interest in small forms of hotel business organization is manifested not only in Russia. It is determined by changes in the behavior of the main consumers of hotel services, which, as we know, are tourists. Small hotels are easier to adapt to each client, creating an atmosphere of “home away from home”, which does not exclude the introduction of national flavor into the life of guests. This allows these forms of hotel business to take a strong position in the market of different countries, including Russia. Thus, the emergence of small hotels is a response to the demand that has arisen among tourists for small forms and home comfort.

A distinctive feature and competitive advantage of any small hotel is an individual attitude towards each client. In huge hotels, customer service is streamlined. But not everyone likes it. Many people want to stay in a place where they can feel at home.

The main clients of small hotels are middle-class businessmen, whose stay in the city does not require the ambience of prestigious international chains. Typically, these clients want moderate comfort, good food, cleanliness and safety, all of which they find in small hotels. Added to this are reasonable prices and a special atmosphere of comfort, which is difficult to create in hotel giants. Small hotels have one more advantage over large hotels: tourists and businessmen really appreciate it when hotels are located not on the outskirts of the city, but closer to architectural monuments, administrative and business centers. It is easiest to build small hotels in such places - they can be built “spot” on small plots of land, or old mansions can be converted into them.

Requirements for the comfort and attractiveness of a small hotel:

The hotel building must fit organically into the environment, without disturbing the features of the urban, rural or natural landscape.

The design of the building must take into account natural and climatic factors: air temperature and humidity, proximity to the sea and other bodies of water, wind speed and direction and other factors.

The layout of the hotel building should ensure economical operation with a rational combination of current and one-time costs.

The capacity and number of floors of a hotel building should depend on the purpose and mode of operation - year-round or seasonal.

The hotel interior should be comfortable and have aesthetic expressiveness.

The layout of hotels must take into account the needs of people with disabilities, provide for them specially equipped rooms, stairs, toilets, and bathrooms.

Hotel services must be equipped automated systems booking and reservation of tickets, computer management systems. Customer safety must be ensured through various surveillance systems, in-room electronic safes, electronic locks and other security measures.

Small hotels operate in the same price range as medium and large hotels. Prices are dictated by the market, which is the same for both kids and giants. Prices depend only on the class of mini-hotels. However, a small number of rooms encourages small hotel owners to maximize the average sales price. However, this does not always contribute to business development. After all, in hotel business It is very important to maintain the balance between cost and quality of service.