The hotel industry as a type of economic activity includes the provision of hotel services and the organization for the remuneration of short-term accommodation in hotels, campsites, motels, school and student hostels, visitors for visitors, etc. These activities include restaurant services. International practice adopted Standard classification Tourist accommodation tools developed by WTO experts (Table 4.1). In Russia, based on the specified classification, the State Standard "Means of Placement" was developed, introduced in 1999

Table 4.1. Standard classification of tourist accommodation

Collective tourist accommodation	Hotels and similar accommodation products	1. Hotels 2. Similar institutions
	Specialized establishment	1. Health institutions 2. Labor and recreation camps 3. Public means of transport 4. Congress centers
	Other collective institutions	1. Housings designed for rest 2. Camping 3. Other
Individual means of placement of tourists	Individual means of accommodation	1. Own housing 2. Renatable rooms 3. Rented housing 4. Accommodation from relatives and acquaintances 5. Other

In terms of services Hotels are divided into several types, and the general service is to provide accommodation, and all other one or otherwise contribute to improving the quality of this main service and can be provided in one or another set.

Hotelux: 100-400 numbers; city \u200b\u200bcenter; High-level service well-trained personnel, which performs various wishes of customers; the price is very high; Consumers - leaders of large organizations, high-level professionals, participants in high-level conferences; Terms of elite, expensive decoration of premises.

High-class hotel: 400-2000 rooms; within the city; A wide range of services provided by trained personnel; the price is above average; Consumers - Businessmen, individual tourists, conference participants; Dear furniture and equipment, big hall, restaurants.

High-level hotel: seeks to maximize the use of modern technology and reduce operating costs and, therefore, prices, including by reducing labor and automation. Price averages in the region or slightly above average.

Aparthotel: 100-400 numbers; most often self-service; the price depends on the time of placement; Consumers - Businessmen and Family Tourists Staying on long term; Conditions as in a fully furnished apartment.

Economic class hotel: a hotel with a limited service set; 10-150 numbers; Painting or middle part of the city; limited number of personnel; The price is low, 25-30% lower than the average in the region, which is due to demand; consumers - economical tourists who do not need a full board; Conditions - a modern, well-equipped license plate, but, as a rule, without food.

According to the Russian standard, the hotel is classified as a temporary living enterprise with a capacity of at least 10 numbers. Category of hotels indicate a symbol? (star). The number of stars increases in accordance with the improvement of the quality of service and hotel equipment. For hotels installed categories from one to five stars, for motels - from one to four stars. The classification of accommodation and terminology services presented in the regulatory documents of Russia and the standard international classification of activities in tourism (SICT) adopted by the WTO differ significantly.

IN different countries The world for the categorical of hotels and other means of placement applies a number of characters - from stars in France and Russia to the crown in England.

Attempts to introduce a unified international classification of hotels have not been crowned with success.

Classification of hotels in categories produced depending on the size and types of residential and office rooms, Equipment of enterprises, the level of comfort, rooms and public premises provided services and other factors. Payment of rooms and other services depends on the bit. IN foreign countries There are about 30 hotel classifications. They can be divided into two groups:

0 "European" system based on the French national classification, common in most countries (the discharge is established by the assignment of a certain number of stars - from 1 to 5);

o "Pallery", or Indian, system, which is based on the estimate of the hotel by the Expert Commission.

The number of stars of the European hotel corresponds to a certain term in the American classification option:

European Classification American Classification

• ***** Super Deluxe.
• * * * * Deluxe
• * * * EXPENSIVE
• * * Moderate.
• ? Inexpaensive

Hotels are divided into three categories: the highest class (suite) - 4-5 stars; Tourist class (medium) - 2-3 stars; Economic class - 1 -2 stars. In almost all classifications, the following main parameters of the hotel are estimated: Characteristics of the room Foundation: Room Square, Public amenities in the rooms and on floors, comforts; equipment and interior design; informational support, including communication; the presence of an elevator; Characteristics of public premises; availability and characteristics of food enterprises; Ensuring the possibility of additional services for household services and others; characteristics of the building, driveway; Development of infrastructure, arrangement of adjacent territory.

By definition of the WTO, the hotel is a collective accommodation facility, consisting of a certain number of rooms with a single manual providing a set of services (minimum - mining bedding and cleaning) and grouped in classes and categories in accordance with the services provided and equipment provided. The categorical of the hotel must be indicated on the form tourist vouchevki Tour 1, there is also a place of accommodation: Single number-ODN (SGL); Double-dBL (DBL); Triple - TPM (TRP); Quadruple - Thm (quatr), etc.

Break bol and e and small hotels. The WTO recommends considering a small hotel with a number of numbers up to 30. Another point of view is that the hotel should be considered a hotel that can be serviced and managed by members of one family. Small hotels are usually independent who are not included in hotel chains.

IN organizational management structure Hotels in the global hotel industry have established two main models.

The first model is associated with the name of the Swiss entrepreneur Caesar Ritz. Many prestigious hotels in the world wear his name. The main rate in these hotels is done on the European traditions of sophistication and aristocracy (for example, Palace Hotel in Moscow). Currently, the ritz model is experiencing a crisis: over the past 25 years, more than 2 million hotel rooms in the style of "Palace" took place from the world market of hotel services.

The second model is associated with the name of the American entrepreneur Kemens Wilson (chain of Hollide Inn). This model makes a bet on flexibility to meet the needs of the client (regardless of which the hotel is located) in combination with the maintenance of sufficiently high standards of service. Considerable attention is paid to the interior. The main requirements for the hotel chain are reduced to the following: the unity of style (architecture, interior); Unity of designations and external information; spacious and functional hall; the speed of customer registration; rooms provided for regular customers; Breakfast buffet; availability of conference hall; Flexible tariff system; Unified Management, Marketing and Communication Service. Under the control of hotel chains,

constructed by the second model, there are more than 50% of hotel rooms in the world. Such chains are essentially financial and economic empires managed by one owner - head holding.

There is a sum of the organization model - the so-called voluntary hotel chains (such as " Best Western", Romantic Hotels, etc.). In this case, under a single trademark, hotels are united by any homogeneous signs that carry out certain standards and services sets regardless of the country of location. Hotels - Chain members pay contributions to a single fund, which is spent on the combined advertising and marketing activities, product promotion, etc. At the same time, their financial and economic and managerial independence is fully maintained. In essence, these chains are something like the association of hotels united by a single contract.

Food organization. Depending on the type of hotel, its destination and class, the declared cost of living may include or not include power. In tourist practice allocate special plans for the nutrition of tourists in hotels:

about European Plan (EUROPEAN PLAN, EP) - Nutrition of tourists is not included in the price. This plan is especially widespread in the United States and most major cities in the world;

0 Continental Plan (Continental Plan, CP) - The cost of living includes a light "continental" breakfast, consisting of coffee, buns, oils, jam, etc.; About Bermuda (Bermuda Plan, BP) - the cost of living includes a full "American" breakfast in the hotel. All other trapes are not included; About the modified American plan (Modified American Plan, Map) - the cost of living includes breakfast, "continental" (in Europe) or full, and another meal, as a rule, dinner. This plan is widespread in the resorts of the Bahamas and Bermuda, Caribbean and Mexico. In Europe, this plan is usually called half board;

about American Plan (American Plan, AR) - The cost of living includes breakfast, lunch and dinner. In Europe, this plan is also called a full board. Full board is common on cruise ships, in "villages" and similar resorts.

As a rule, Bermuda and modified American plans are offered at popular resorts. The European plan is more often used in hotels, designed mainly on transit passengers and business people. Some hotels in living on a modified American plan are subject to certain restrictions in the choice of dishes from the menu. For exotic or expensive dishes, such as lobsters, has to pay extra.

In tab. 4.2 A varies of food organization during hotels and their international designations are given.

When organizing food, various forms of service are used:

• 0 "Tobldot" (total table) implies a covering of large tables of large tables served in the halls of the restaurant, the number of which corresponds to the number of guests;
• 0 buffet involves self-service and does not limit the number of dishes consumed. This type of food is characteristic of a beach holiday;
• 0 "Menu A la Card" involves a limited number of dishes, the tourist has the ability to only read their names, but cannot see them in humilia, and it is impossible to order an additive or change the order. Service is organized by waiters. This type of nutrition is characteristic of urban hotels or expensive upscale beach hotels.

Table 4.2. Nutrition options

Ending table. 4.2.

Accommodation and 3 meals a day (breakfast + lunch + dinner)	FB (full board)
Infinitely many different dishes, almost unlimited terms of food intake - the cost of this service is included in the cost of the tour	All Inclusive (AI - All Inclusive)
Providing a serial nutritional and snack opportunities, including non-alcoholic beverages and alcoholic beverages of local production during a light day (up to 24.00)	Ultra all inclusive (UAI - Ultra All Inclusive)
Providing a serial nutritional service and opportunities for snacks, including non-alcoholic beverages and alcoholic beverages of foreign production during a light day (up to 24.00)	Extra All Inclusive. (EAI - Extra all inclusive)

Preparation options are also provided when organizing food:

about "dry lads" (picnic) - compensation of the missed breakfast (lunch, dinner). Replacement is made by reservation. The causes of the skip can be the most different, most often it is an unscheduled trip, additional excursion, etc.;

• 0 "Cold Dinner" - prepares for the same reasons that dry ladies, but involves the arrival of tourists after the end of the planned dinner and is a served table with all dishes present on the planned dinner, except hot;
• 0 Transfer of lunch or dinner for another day is also made by prior approval.

There are also three main varieties of breakfasts:

0 "Continental" consists mainly of buns and coffee (tea) and is characteristic of urban hotels and motels;

o "European" with a large variety of dishes and unlimited quantities, characterized for the United Kingdom and the countries of America;

about the "mini-bar", when the additional service in hotels starting with 3 stars is supposed to use an internal bar.

Hospitality models. In world practice, there are four hospitality models.

The European model represents the High Flight and High Reputation Hospitality. In addition, the European hotel market is the most common and developed. Distinctive features of European hospitality:

• 0 hotels are striving for a reduction in the license plate, which increases the individualization of customer service;
• 0 The main advantage of hotels is not in luxury, but in sophisticated and stylish interiors, high reputation and fame, high-quality maintenance;
• 0 The most expensive hotels are located in unique places and buildings in historical centers cities;
• 0 Dear hotels retain and maintain traditions in relations with guests;
• 0 Automation of European hotels does not replace personal relationships with guests;
• 0 more than anywhere in Europe, a hotel segregation is expressed, which leads to the fact that the guest of an expensive hotel will never face the lobby with the guest of another social status;
• 0 At the same time, the European hotel market is distinguished by a di-versely supply - from cheap roadside hotels to extremely expensive luxury hotels.

The Asian model of hospitality is opposite to European, which is reflected in the love of Asians to luxury, dismissed wealth, giantism. It is in Asia that are the highest (Shanghai), the most spacious (Bangkok) and the most luxurious (Dubai) hotels in the world. If in Europe, the hotel category is inversely proportional to its capacity, then in Asia, on the contrary. Distinctive features of Asian luxury hotels:

• 0 Most successful location;
• 0 big square rooms and public premises;
• 0 large capacity;

about the luxury and wealth of interiors and especially exteriors;

about low (compared to Europe) cost and availability of services;

about the possibility of using a variety of infrastructure and additional services;

on the widespread distribution of the services of "An Inclusive" and "Ultra All Inclusive".

The American hospitality model has a feature of both the European model and Asian. Thus, in the centers of the largest American cities, luxury hotels are distributed, meeting the requirements of typical European hotels (style, small size, individual service). At the same time, the main resorts and tourist centers of the country are built up by hotels, externally and internally resembling Asian (they are distinguished by greater capacity, luxury, developed infrastructure).

The Eastern European Hospitality model is allocated due to the presence of a large share of post-Soviet enterprises of the hotel industry. On the other hand, the modern stage in the development of the hotel market on post-Soviet space Europe is characterized by the construction of new means of placement, typical of both European and Asia.

• Kuskov L. S., Ponokalina O.V. Transportation Services: Tourism. M., 2004; Arzumanyan E.A. Hotel and restaurant service. Saratov, 2000.
• Ushakov D.S. Applied tourist processing. Rostov-N / D, 2005.

The rapid development of mass tourism in the world determined the appropriate development of the tourism industry and other industries of economy, science and culture.

tourist Industry - a set of different subjects of tourist activities (hotels, tourist complexes, campgrounds, food enterprises, transportation, science and cultural institutions, entertainment facilities) that provide reception, maintenance and transportation of tourists.

Tourism industry includes: tourism organizers (travel agencies and tour operators), carriers, hotels, hotels, restaurants, facilities of entertainment, excursion activities and other travel services.

Tour operator and travel agent:Organizations involved in the preparation and sale of tours, as well as the preparation and conduct of excursions, are called tourist excursion organizations.

Currently, there are two types of tourist firms in the tourist market: tour operators and travel agents.

Tour operator - a tourist enterprise (organization), which is engaged in the development of tourist routes and tours of the tours; Provides their functioning, organizes advertising; Calculates in accordance with applicable standards and approves in the prescribed manner the price of tours on these routes; Sells tours to travel agents for the release and implementation of vouchers in their licenses.

Tour operators perform a leading role in tourism, since it is them that package various services (transport, accommodation, food, transfer, entertainment, etc.) to a single tourist product, which is implemented by the consumer through the agency network. Abroad usually allocate four types of tour operators:

mass market;

specialized market segment;

domestic market;

foreign market.

Tour operators of the mass market - the most common type. They sell packages to popular resorts. Transportation of tourists is carried out by charter or regular transport.

Tour operators of the specialized market segment specialize in the provision of a certain direction.

Tour operators of the domestic market (local) sell tourpacks within the country of residence, i.e., organize tours in their own country.

Tour operators of the external market (entrance) sell tourpacks in different countries. They organize various services for overseas tour operators.

The tour operator is the most industrialized type of travel agency, which is a kind of wholesale tourist firm and characterized by a larger and broad specialization.

In practice, in the regional activity, it is customary to share tour operators on initiative and internal (recipe) operators.

Initiative tour operators are operators sending tourists abroad or other regions by agreement with accepting (receptive) operators or directly with service providers.

Internal (recipe) Tour operators are tour operators at the reception, i.e. components and service programs at the place of reception and maintenance of tourists, using direct contracts with service providers (hotels, catering, leisure activities - entertainment institutions, etc.).

Travel agent is an intermediary organization, implementer tourist product Tour operator working directly in the tourist market. The travel agency receives a commission of a commission (7-15% of the cost of the tour). Unlike the tour operator, the travel agent is not responsible for the quality of the tour.

Travel agents operate, as a rule, on a specific segment of the tourist market, where the tourist product is implemented.

In real tourist entrepreneurship, the most often encountered mixing functions, which is characteristic of the tourist market. The same tourist firm can speak in relation to one of its products as a prescription tour operator, and to others, as an initiative, and in some cases, and as a travel agent for the sale of ready-made tours formed by a third-party tour operator.

Entering B. international market In total, domestic tourist organizations included in the so-called interregional competition, i.e. competition with other hospitable country and cities, resorts. This competition, consisting not only from the resource and material parts, but also from a diverse number of additional services, competent and qualified packeting, we lose.

Our citizens, choosing where to spend their vacation, today have the same opportunities as citizens of other countries. And many of them choose most often Egypt, Turkey, Bulgaria. Competition for our consumers is not yet in favor of domestic tourism. Although studies show that our tourists have a fairly large thrust to rest in the Crimea. But, having tried to high-class and qualified organized services in other countries, they believe that rest on the Crimean hurries without additional services, a special service and tour opera program cannot meet their requirements today.

In this regard, the main share of tour operators in Ukraine works with a predominant orientation for departure.

The creation of an attractive internal tourist product, saturated with a variety of basic and additional services, is the most important task of the development of the Ukrainian tourist market.

Hotel Industry:Accommodation is an important element of tourism. No hotels - no tourism. The hotel industry originates from ancient times. Hospitability, respect for the guest, the idleness of the reception and service is the basis of the hotel industry. Today, world hotel chain can satisfy every taste.

Basic accommodation objects:The accommodation objects include hotels, motels, campgrounds, bungalows, Rotes, etc. Main hotels and motels, and all the rest are extra. Hotels vary depending on the purpose, location, location, list of services provided. The following types of hotel facilities can be distinguished:

City Hotel General - Located in the city center, it is usually economy class hotels. Must have good access roads, parking lots, there should be a well-organized green zone nearby. In such hotels, numbers of the 1st category prevail, the list of services is limited, the availability of a restaurant.

The resort hotel is mainly located in close proximity to the sights of the city or terrain, close to the trading part of the city. In such a hotel, the appearance of the building, the inner interior is subordinated to the intensity of rest. Large% of the hotel's useful area is occupied by verandas, video clips, massage rooms ITD. In addition, there are sports facilities, tennis courts, various platforms, etc. Special attention is paid to the organization of food. The resort hotel has a wide range of services (up to 30 - 40 items)

Hotel Pension - rooms mostly 1 -2 categories, but remove them for a longer period than in other hotels. Located in places of concentration recreational Resources. Guests live in vouchers.

Tourist hotel - located near the tracks, on tourist routes, designed for greater bandwidth, at prices for rooms and services is available to the population. Power quality and fast, narrow list of services.

Campsite Hotel - Seasonal Type Hotel, is usually operated in summer time, easy-to-type construction, very cheap price (houses, tents, cottages). Near the dining room and a separate case for household services, a kitchen. May be parking and a hundred.

Motel - designed to serve autotourists. It is usually located on highways in the immediate vicinity of the service station, the filling station, at the crossroads of roads. Provides housing tourists, food, has boxes for the parking lot and its repair. For the first time appeared in the United States.

Botel is a view of hotels for tourists traveling around the water. Located near rivers and lakes.

Flyotel - for very rich people. In the world they are common in the USA and Australia. There are fittings for airplanes and helicopters. Traveler can book on radio number and parking.

Hubusers are a cheap youth hotel, such as a hostel. Corridian system, shared toilets and showers, shared rooms for relaxation with a TV, one phone and one kitchen on floor, shared canteens or prepare themselves. Often this type of hotels enjoys the type of population with lowest.

Recently, private entrepreneurs offer their hotels of apartment type

Hotel classification:When classifying hotels in different countriesah uses various systems that are now more than 30. The introduction of a single classification of hotels in the world prevents a number of factors: the cultural and historical development of the country, national featuresDifferences in customer quality assessment criteria. The most common classifications:

star System * - This is French National Classification (Ukraine, Russia, Australia, Hungary, Italy)

system of letters, used in Greece

the "Crown" system / "keys", used in England

system of discharges (Spain, Italy, Israel)

points system (India)

National hotel classification system:

budget hotels (1 *). Located in the central part of the city and have a minimum of comfort;

hotels of tourist class (2 *). Hotels have a restaurant and a bar;

hotels of middle class (3 *). The level of service is high enough;

first class hotels (4 *). Very high quality accommodation and an excellent level of service;

Food enterprises of tourists:The physiological need for T-Ta in food is satisfying catering enterprises. They are distinguished by a variety of forms. The food industry includes: restaurants, cafes, bars, dining rooms, snack bars.

Restaurant: Manufacturing, implementation and organization of consumption of a wide range of dishes and products of complex preparation of all major groups from various products and wine-vodka products. Services are qualified production and service personnel in a higher level of comfort and logistical equipment combined with the organization of leisure.

Bar: manufacture and sale of a wide range of mixed, strong alcoholic, low alcoholic and non-alcoholic beverages, snacks, desserts, flour confectionery and bakery products, purchased goods; Creating conditions for their consumption in the bar counter or in the hall.

Cafes: the manufacture and sale of a variety of range of dishes, products and beverages in a limited restaurant compared to the restaurant assortment and taking into account the specialization; Creating conditions for consumption.

Dining room: making culinary products diversely by days of a week or compounded nutritional diet (breakfasts, dinners, dinners) for various groups of serviced contingent (workers, schoolchildren, tourists, etc.); Creating conditions for consumption.

Snack bar: Production of a limited range of dishes of simple preparation from a certain type of raw material; Creating conditions for its implementation and consumption.

Classification of food enterprises:Classification of food enterprises is performed on many grounds:

According to the sign of the control of management distinguish enterprises combined in chains, and working independently. The largest restaurant chains include the MAC "Donalds (with a number of p / p 9460), Burger King.

Depending on the range distinguish: integrated, universal, specialized.

Depending on the company's serviced contingent, enterprises can work with a constant contingent (such a power station is located at a hotel, sanatorium), with a variable contingent (city restaurant).

Depending on the service method, enterprises in which consumers are serviced by waiters are distinguished; self-service, mixed service.

Equipment of food differ also by the completeness of the technological cycle, the volume and nature of the services, the type of nutrition, the mode of operation, the functioning time and other features.

By analogy with the CPM, the placement of tourists, the catering enterprises are classified depending on the culture and quality of service, as well as the kitchen and the range of dishes offered, the number of seats, the regime of RA ...

In the International Tour Practice Power, as a rule, is associated with the placement. Its cost, along with accommodation, is included in the hotel rate. A tourist can choose a room in a complex with three one-time, 2-time or disposable meals. There are also differences in the form of service: "A la card" involves free choice of the client dishes from the restaurant menu, "Tabldot" - service for all clients of the menu without the right to choose dishes, buffet - free selection of the domestic table Dishes and self-service. For visitors entertainment, comfortable restaurants invite musicians, artists. On the balance sheet of restaurants can be listed: shops, utility farms.

Many travelers are sent to special gastronomic and peteed tours to get acquainted with national Kitchen different countries.

During such trips, they join the local customs, often becoming participants in the folklore festivities (stay in Germany and the Czech Republic, for example, rarely costs without visiting beer establishments).

Ethnographic restaurants and cafes are very popular with tourists. The nationally manifests itself in the interior, and in the clothes of waiters, and in the orchestra repertoire, and in the range of dishes and drinks offered

Nursery should take into account medical aspects. Improper nutrition, poorly prepared (without compliance with the rules) of food can lead to poisoning. There, up to 60% of tourists suffer from diarrhea when visiting Egypt and India. And especially dangerous drinking water and food from hand on the street at small traders.

In this paper, an attempt was made to consider nutritional problems by tilling them with tourism. In this regard, it is necessary to make a brief overview of enterprises that provide tourists with food; Consider their features, environmental conditions for enterprise data to identify the causes of attractiveness.

It is no secret that tourists and not only visit the canteens, cafes, bars, restaurants, snack bars, etc. And the fact is that homemade food is worse, but that enterprises on which we work are learning are often located away from the house, and we are all experiencing a greater need for socializing our lifestyle, even seemingly, but Such everyday case is like meal. And on this, we cannot enjoy the taste and smell of fresh borsch, cooked in the usual and favorite setting or a feeling of hurt potatoes on the teeth grilled on the fat.

On today's day, our culinary needs often depend not only on our wallet, but also from our heuristic motives calling for "to know the world through the stomach". And so we visit restaurants and cafes at the lunch break and peering into the society around us, trying to behave adequately, and by visiting another country, we immediately consider the kitchen utensils exposed in ethnographic museums. If we are invited to visit a native resident of the country visits, then we are visible at all from pleasure.

Food is one of the main services in tourist service technology. The tourist nutrition industry includes restaurants, cafes, bars, dining rooms, kitchen factories, harvesting factories, buffets, skewers and satisfies the physiological need of a tourist in food. These enterprises may be both in the property of tourist firms and on rental rights. Most of them are built into the tourist and hotel unit, and is their part, less often enterprises operate in autonomous (original) mode and are the components of a huge complex called Public diet / 19 /.

Public food One of the first branches of the national economy fell on the transformation rails, having accepted the load of the acute problems of the transition period for market relations. The privatization of enterprises was the rapid pace, the organizational and legal form of catering enterprises has changed. A large number of private small enterprises appeared. Ministry of public catering are purely commercial, but along with it develops social nutrition: tableware with industrial enterprises, student, school canteens. Power plant appear, firms that take on the tasks of organizing social nutrition.

Public catering enterprises perform three interrelated functions:

production of culinary products;

organization of its consumption / 18 /.

The type of catering enterprise is determined by the characteristic features of the service, the range of realizable culinary products and the nomenclature of the services provided to consumers. When determining the type of enterprise, the following factors take into account:

assortment of products sold, its diversity and complexity of manufacture

technical equipment (material base, engineering equipment, equipment, composition of premises, architectural and planning solution)

service methods

personal qualifications

quality of service

nomenclature of services provided to consumers

The class of public catering enterprise is determined by a set of distinctive features of a certain type of enterprise characterizing the quality of the services provided, the level and conditions of service.

Catering service is the result of enterprises and entrepreneurs' citizens to meet the needs of the consumer in nutrition and leisure. The service process is a set of operations performed by the Contractor with direct contact with the consumer of services when implementing culinary products and leisure activities.

The quality of services must satisfy the established or alleged needs of consumers. Catering services must meet safety and environmental requirements, intended purpose and be provided to consumers in the conditions that meet the requirements of existing regulatory documents. In the process of consumer service, the service complex must comply with the type of enterprise. When providing services, the requirement of ergonomics must be taken into account, i.e. Compliance of the conditions of maintenance of hygienic, anthropometric, physiological needs of consumers. Compliance with ergonomic requirements provides maintenance comfort.

The provided service must meet the requirements of aesthetic. The aesthetics is characterized by the harmony of the architectural and planning solution of the enterprise premises, as well as service conditions, including the appearance of the service personnel, table service, design and feeding of culinary products. The consumer must receive full, reliable and timely informing about the provided service.

Basic catering service - food service.The service is the services for the manufacture of culinary products and the creation of conditions for its implementation and consumption in accordance with the type and class of the enterprise, and are divided into the following / 17 /:

production of culinary products and confectionery;

organization of consumption and maintenance;

implementation of culinary products;

organization of leisure;

information and advisory;

organization and maintenance of celebrations, ritual events;

organization of food and maintenance of participants in conferences, meetings, cultural events, etc.;

delivery of culinary products and confectionery and maintenance of consumers in offices and at home;

consumer service in the path of passenger transport;

service in hotels;

organization of rational complex nutrition and others;

In restaurants, bars pay great attention to the organization of leisure service. Services in the organization of leisure include:

organization of musical services;

organization of concerts, variety programs;

providing newspapers, magazines, board games, slot machines, billiards.

Services are provided for the organization of leisure customers of catering enterprises (for example, holding concerts, program variety restaurants) Consultation of chefs for the preparation of original and sophisticated dishes, consultation of the Menetist Dieties in various diseases in dietary departments and dining rooms.

Culture Service- one of the main criteria in assessing the activities of catering workers. The main factors determining the service culture include the presence of a modern material and technical base, the types and nature of the services provided, the range and quality of products, the introduction of progressive forms of service, the level of advertising and information work, the professional skill of catering workers. High level service culture increases the competitiveness of the enterprise, which is very important at market relations.

Restaurants and bars in terms of service and the nomenclature of services provided are divided into three classes - suite, the highest, the first to comply with the following requirements / 20 /:

Luxury- sophistication of the interior, high level of comfort, a wide selection of services, an assortment of original, exquisite custom and corporate dishes, products for restaurants, a wide selection of custom and branded drinks, cocktails - for bars;

"higher"-the originality of the interior, the choice of services, the comfort, a varied range of original, exquisite custom and corporate dishes and products for restaurants, a wide selection of branded and custom drinks and cocktails - for bars;

"first"- Harmoniousness, comfort and selection of services, a varied range of corporate dishes and products, drinks of complex preparation for restaurants, a set of drinks, cocktails of simple preparation, incl. Custom and branded - for bars.

Below is the analysis of the market of restaurants of the largest agglomerations of the world (in a percentage)

Fig. four

Chapter 4. Placement and Nutrition Services in Tourism

4.1 Tourist accommodation

Accommodation occupies a central place in the complex of services provided to tourists while traveling, and is an integral part of each round.

The means of accommodation under which any object, regularly or episodically providing space for overnight, make up the basis of the tourist industry. The construction of new means of accommodation significantly increases the attractiveness of the tourist direction, increases the flow of tourists. The high service of the provision of accommodation services also determines the psychological aspects of tourism, such as travel satisfaction and a high assessment of the organization staying tourists in a particular country.

In the manifold of available means of accommodation, a special place belongs to the hotel industry.

The hotel industry as a type of economic activity includes the provision of hotel services and the organization of short-term accommodation in the hotel, campsites, motels, school and student hostels, houses for visitors, etc. These activities include restaurant services.

For hotels are characterized by the following signs:

1. The presence of numbers whose number exceeds a certain minimum (in Russia - 10), united by a single manual;

2. Provision of mandatory (room cleaning, bathroom, daily bedding) and additional (laundry service, dry cleaning, hairdresser, car rental, etc.) services;

3. Grouping in accordance with the requirements of national standards for classes and categories depending on the services provided by the services available, etc.

The concept of "hotel" is determined by the corresponding regulatory documents. GOST R 50645-94 "Tourist - excursion service. Classification of hotels "Under the hotel is understood as an enterprise intended for temporary residence.

The classification of tourist accommodation tools is also given in GOST R 51185-98 "Tourist services. Placement tools. General requirements.". In accordance with this document, all accommodation facilities are divided into collective and individual.

Hotel services

In each individual state to understanding the level of comfort as the criterion of classification, it is suitable in different ways, which is why there is no single classification of hotels in the world ...

Tourism Industry

Along with the placement of the system-forming in tourism, food services are serviced, with the help of which the physiological need of tourists in food is satisfied. For the tourist industry, such types of catering enterprises are characteristic of ...

Customer service of different nationalities in the hotel

The essence of the provision of accommodation services is that, on the one hand, special premises are provided (hotel rooms), on the other hand, services are provided ...

Tourist service at food enterprises

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Power companies

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§ 3. Sector of placement and power

The WTO determines the placement facility as any object that regularly or episodically provides space to tourists for the night. According to the standard international classification, all means of accommodation are divided into two categories - collective and individual (Table 33).

Table 33.
Standard classification of tourist accommodation

Categories	Discharge	Groups
1. Collective means of placement of tourists 2. Individual means of placement of tourists	1.1. Hotels and similar institutions 1.2. Specialized institutions 1.3. Other collective means of accommodation 2.1. Individual means of accommodation	1.1.1. Hotels 1.1.2. Similar institutions 1.2.1. Wellness plants 1.2.2. Labor and recreation camps 1.2.3. Public means of transport 1.2.4. Congress centers 1.3.1. Housing designed to relax 1.3.2. Camping sites 1.3.3. Other collective means of accommodation 2.1.1. Own housing 2.1.2. Recent rooms in family houses 2.1.3. Housing, leased from private individuals or agencies 2.1.4. Accommodation provided by family relatives or acquaintances 2.1.5. Other personal-based accommodation

Collective means of placement of tourists. These include hotels and similar institutions, specialized institutions, other collective means of accommodation. In each of them, the number of places should exceed the minimum set, the placement object must have a single manual, and they are controlled by a commercial basis.

Hotels - chief, classic type of tourist accommodation enterprises. One of its main signs is in the namios. Hotels provide a set of mandatory services: daily gas stations, cleaning of rooms and sanitary assemblies, as well as a wide range of additional and related services.

There are different classifications of hotels. In theory and practice hotel economy The division of hotels in groups is widespread, based on the living amenities and set of services. These classifications establish the conformity of the hotel category accepted service standard. According to the results of the certification, each hotel is assigned a certain discharge, which depends on the quantitative and qualitative characteristics of its building, the number of rooms, infrastructure, livelihood systems, as well as the level of comfort, the range of main, additional and related services, personnel qualifications, service culture.

The discharge is reflected in the prestige, the composition of the clientele and the price of the hotel. It allows you to freely navigate in the tourist offer market: compare hotels in the quality and cost of maintenance and choose a suitable base for overnight. The management authorities use the class of hotel as a criterion for the distribution of tax burden and public investment, and also take into account it when developing pricing policies in the field hotel business.

Classification of hotels in the level of household amenities and service set accepted throughout the civilized world. In most european countries This kind of classification includes the competence of state structures (central, as in France, or local, as in Spain) and are subject to consideration of special legislation. In other countries (in particular Switzerland), they do not become official and are introduced on the initiative of representatives of the hotel business, as well as by agreement between hotel owners. In addition, many hotel chains, associations and unions have their own classifications. In total, they are over 30, including the stars system (from one to five), the system of letters (A-B-C-B), "crown" or "keys", points, etc. They differ not only by symbolism, The number of categories, but also service standards. These differences arise from the historical and cultural characteristics of the states and are due to national traditions, customs and habits.

The main customers of hotels are internal tourists who provide uploading for 70-90% during the year. They actually determine the requirements for the hotel database and service level.

A good hotel in Austria and Germany must first of all have wine and beer in a wide range, and in Spain and Portugal - tobacco products. If in France, the class of the hotel does not last depends on the presence of a bidet, then air conditioning is important in Greece and other South European countries.

Numerous attempts of the WTO, the Committee of the Hotel and Restaurant Industry of the European Union, the International Hotel Association to introduce a unified classification of hotels in the world turned out to be unsuccessful. The task becomes more complicated by the fact that, except hotels, there are a lot of other types of accommodation means, each with its specificity.

In the current situation, foreign tourist catalogs, seeking to facilitate the client the choice of the hotel, go to the icon system. They contain the appropriate icons and symbols that have more than a hundred. Unfortunately, the standardization of the pictograms started by the WTO also does not give quick results. Graphic images of individual hotel services are still very contradictory. Nevertheless, the pictograms gradually approach a single, understandable image "and for greater convenience are often accompanied by brief explanations for two or three languages.

The WTO recommends using the hotel classification of hotels, based on the size of the rooms, their planning, the convenience of equipping, the availability of other premises and equipment for leisure guests and the work of business tourists, services provided, etc. Star division of hotel enterprises is considered one of the most common, but it Not universal. For example, in Spain, hotels are installed from one to five stars and highlighted hotels of high quality service. There are as many categories in France: without stars, from one to four stars and four luxury stars. In Hungary, hotels have five discharges - from one to five stars. Morocco also holds a star classification.

Despite the existing differences, the hotels of one category offer approximately a similar household amenities and a set of services. Highly dischargeable hotels, in addition to well-maintained rooms, usually have spacious halls, bars, restaurants with national cuisine, varnight, discos, saunas, swimming pools, bowlbans and other recreation and sports facilities, congresses, equipped with synchronous translation, televices, and etc.

Hotel classifications based on the complex of the material database of the enterprise and its operational state, equally take into account the quality and culture of the service. The better the reception of visitors is organized, the higher the category of accommodation means.

At the hotel class "Lux" "Manila", which is located in the Philippines, recipe workers know all customers in the first of the first day of their stay. Lifters remember the floor on which each of the guests live. All this creates a sense of individual service.

For more than half a century, the international company "Liding Howlez of Warld" ("Liding hotels in the World"), which has 21 regional branches, monitors the status of a hotel case in the world. She estimates the work of hotels and defines the best of them. Rating hotel enterprises with their brief description, photos, indication of the location, number of rooms and rates is published in the "Annual Directory". The 1997 catalog contains information about 308 hotels. Their main part is in the United States (40 hotels, including New York - 10), as well as in Italy, Switzerland, Germany, France and Spain.

The last 15-20 years in the hotel sector were noted by the emergence of a new category of hotels, the so-called economic class (Budget / Economic Hotels). These inexpensive, but comfortable hotels have proven themselves in the tourist market of many countries of the West, primarily the United States, Great Britain and France. They provide a high standard of service, guaranteeing convenient accommodation in modern, functionally thought-out rooms at reasonable prices.

The advantages of the new category were reflected in its name. In this case, the term "economic" is used in the value "economical". Thus, it is emphasized that the cost reduction is achieved not due to the deterioration of the quality of service, but by introducing a strict economy regime. Economic class hotels are distinguished by typical design nature, simplicity of design, lack of exquisite finish interior premises. Located on the outskirts of cities where land is much cheaper, these accommodation facilities offer a limited set of services, saving, in particular, on large operations in the field of nutrition. They were also able to trim the costs of wages, one of the main cost articles, reducing the administrative and service personnel by half. These measures allowed them to reduce tariffs for 20-50% accommodation without prejudice to the profitability of the enterprise. The average loading coefficient of these hotels exceeds 80%.

Depending on the equipment and features of the services provided among hotels, there are distinguished hotels of a wide profile, aparthotels (apartment type), motels, resorts, clubs with accommodation, etc.

A new trend in the tourist business of recent years has been the development of a network of class "Risors" (from the English. Resort - Resort). They are located, as a rule, in the picturesque places of the coast. Surrounded by a green belt in the form of tropical gardens or parks, "risseris" is a paradise oasis of rest. Commercial success in the hotel of this category brought the "All Inclusive" system.

The packages of services are accommodated in them are accommodation, meals (buffet), entertainment, often free use of bars, as well as preferential flight tickets, shuttle, excursions. Comfortable and relative inexpensive rest in combination with clearly organized transport serviceThe ability to leave under the supervision of children and pets, as well as by other amenities - all this makes the "risseris" very attractive for tourists, especially with an average level of wealth.

Their network is steadily expanding. Fiji and Malaysia, Portugal, Seychelles are a far incomplete list of countries covered by it. In Brazil, similar rest oasis is the last draw of the resort fashion. In 1995, the 14 largest "risers" scattered throughout the 5,000-kilometer coast accepted 170 thousand people. In the nearest plans of Brazil, the discovery of 43 such centers is. Their construction has already invested 3.5 billion am. Doll.

In the struggle for the customer, whole groups of hotel enterprises and each hotel are individually expanding the range of services, making new original offers on the market.

Tourists traveling according to the Netherlands, in the Frisian Stavorin can spend the night in oak wine barrels, in Lelstad plunge into the gray-haired older, rallier in the rural courtyard of the Bronze Age, and in Ansene (Drenthe Province) spend the night in peat huts.

A unique opportunity to relax and have fun in a snowy house receive tourists in the small town of Yukkasyarvi in \u200b\u200bPolar Sweden. Every winter in this place from a thousand tons of snow mass is being built huge complex "Arctic Hall". Besides the hotel, it includes a restaurant, chapel, cinema and even an exhibition hall. The project is based on the practice of Eskimos to build residential premises (needle) from brucks of dense snow. Overnight in a modern needle - this is nothing comparable experience. The comfort of an ordinary hotel is connected to the snow of the North. Resting in the room on a bed with deer skins, where the air temperature does not rise above the zero, the tourist hurries to the bar to get warm. For a long resistant, he will offer a wide selection of hot snacks and drinks.

Hotel "Arau Dzhangl Tower" is located at Riou-Negra to Amazon, 55 km from the capital of Amazonia - Manaus. Wooden towers with numbers are located on huge trees. The highest of them - the tower with the numbers for the honeymoon "Tarzan in love" - \u200b\u200braised above the ground for 60 m. Such an unusual hotel is explained by several reasons. The first is the rain period that lasts from April to September, the space under the towers at 15 - 20-meter depth is filled with water. Second - Beasts. And the third, the most important for Western "green", is a careful attitude towards nature: there was not a single tree during the construction of the hotel. Towers, conference room and restaurant are interconnected by mounted walkways. Under them are a bog with electric skates, volatile leeches, muddy ducts with crocodiles, piranhas, trophoboid catfish and canero-marsh, who inspire horror even to local fishermen.

Western tourists love to stop at the Arau Dzhangl Tower Hotel and even risk swimming in a small pool. VIP guests visited here: Bill Clinton, presidents and prime ministers of all Latin American countries. But Russians are not delayed for more than two days. Let's play with monkeys, they wake up on the cake on a tour of the jungle and the Indian village, catch a couple of piras, they take part in the night hunt for the crocodile and run away from the green hell.

Lovers of a quiet, relaxing rest, undoubtedly, the boutique hotels will also come to the soul. Appearing in Miami, they were then widely used in the United States, as well as each other in United Kingdom. These are small accommodation tools (up to 150 rooms), creating a chamber, intimate atmosphere. Under boutique hotels are often used mansions in the historic part of cities. Their architectural appearance, washed with thin poetry and comfort, is harmoniously combined with an exquisite internal situation. Amazed the strict grace of the hotel's interiors, each of which is distinguished by the originality of the style and decoration. They are often decorated with furniture and antique things handmade.

Not only the unique artistic appearance and a pleasant arrangement of the situation allocate boutique hotels in a row of hotel enterprises. Another advantage is good kitchen. The issues of nutrition of guests are paid here in high attention. Boutiques, as a rule, do not have restaurants so as not to disturb the homely atmosphere. Food is served directly to the rooms. But it is the cook art that many of them are obliged to be their fame. In boutique hotels, political and government figures, movie star, are increasingly preferred.

Along with classic hotels with a large staff of the service personnel and offering visitors an extensive list of services and a high level of comfort, in the United States originated and received the spread of a purely national type of hotels - motel. At the beginning of the XX century. Travel huts were built along the roads - the objects of accommodation with elementary amenities in which farmers usually stopped.

The term "motel" appeared in 1935. In US statistics, the motel is defined as an institution for receiving tourists traveling by car. These institutions of year-round or seasonal operation provide hotel services (as in hotels, but below the category "luxury") and provide a complete maintenance complex (garages, parking for cars, stations of refueling and car repair). They are usually located beyond the city. Depending on the duration of the stopping of visitors, motels are divided into transit and end. The first are located along the highways and major highways, the second, as a rule, on the banks of the rivers, lakes, near the dam.

Since the 60s, motorcycles are becoming increasingly popular in the United States. This type of hotel enterprises offers the same services as motels, but is distinguished by improved amenities and higher quality of service characteristic of the hotel.

Good financial indicators of these placement objects contributed to the transformation of many hotels in Motootel. The main building maintained the former hotel forms, and the territory adjacent to it was equipped with parking lots for cars, garages, maintenance stages. For 20 years, the number of hotels in absolute and relative expressions has decreased twice.

The share of attendant personnel of motels and motorities in the total number of employed in the hotel institutions increased over 30 post-war years more than three times. The loading factor of the number Fund in motels is steadily higher than the similar indicator for hotels (72% and 62%, respectively). The average fee per day in the motel is half downwardly lower than the hotel, however, the growth rate of the annual revenue in the motel is higher.

In addition to the level of household amenities, set and quality of services, hotel enterprises vary by property forms. On this basis, state, municipal and private hotels are distinguished. The last category dominates the market tourist services. In such European tourism centers, like Paris, London, Amsterdam, Brussels, Madrid, Frankfurt am Main, it accounts for over 50% of all means of accommodation hotel type, and in Milan- 90%. Somewhat lower specific gravity Municipal hotels: from 10% in Frankfurt am Main to 40% in Brussels and London. The public sector in the hotel farming is weaker. Its share exceeds 20%, and in Brussels, London, Madrid and Milan is absent at all. In the United States, along with private accommodation, departmental hotel enterprises, as well as Condominium (Timeschoring) were distributed. The brief characteristic is contained in Table. 34. Types and characteristics of placing enterprises in the USA

Placement management nature	Placement features	Clientele	Price level	Assortment and quality of services	Location	Capacity	Type of accommodation means
Individual owner or associated member of the hotel chain	comfort, abundance of greenery	Businessmen and route tourists seeking homely	middle	Continental breakfast and early dinner at home	suburb or countryside	Small from 10 to 150 rooms	Private hotel
Independent Professional Managing Company	Availability of Apartment, Restaurant Rooms, Meeting Room and a large number of sports facilities	Individual owners and tenants	above average, possibly comprehensive service at a single price	Full range of services	Mostly in resorts	Different, usually from 50 to 250 numbers; There are hotels that have only 4-5 numbers	Condominium / Times
Federal authorities, local administration, professional management company	Similarly with conventional comfortable apartments	In the main person commoded to this organization	Nice, a single price for accommodation and meals is established. Payment Preliminary	Mostly self-service	Territory of the organization (military bases, colleges, clinics, etc.)	big, traditional distribution on standards is missing	Departmental means of accommodation

Changes in the property of property were reflected in the condominium system, when several persons jointly own that property. She gained widespread in the West and began to penetrate the domestic tourist market in the form of timers.

Timesher is a joint ownership, or, more precisely, the long-term lease of club households with the right to use them for a certain time (for example, one week for 30-50 or more years, annually). The peculiarity of the classic Timescher is in the presence of a certificate of ownership of a certain period of rest. In Rada, Timescher can be inherited, to be the subject of pledge, concessions, credit provision, etc.

The system of "possession of rest" originally arose in Europe and was improved in North America (USA). Along with the classic real estate and services for accommodation in hotels, there was something average - apartments at the resorts, the use of which is limited to one or more weeks during the year. The very market of Timeskers was formed much later and exist for 15-20 years, since the opportunity to share these weeks.

Today, the Timeshrier business consists of the sale of apartments for the period and conduct of exchange operations through special companies - A-Si-ah (Resort Condominium International) and Ai-ah (Interval International) and some others. With their help, it is possible to improve the living conditions for an additional fee, picking up suitable apartments, timelines and venue. At the same time, the region is more popular exchanging less prestigious with an increase in the duration of staying in the resort. So, one week on Canary Islands Equal to two weeks in Canada or three weeks in Australia, New Zealand or South Africa.

In addition to the owners of Timeshers and the exchange of holidays exchange, participants of the timeshore business are the owners of the accommodation (apartments), intended for organizing club holidays, developers Timescher - projects, marketing companies responsible for promoting Timescher - products in the market and selling them to consumers, companies, Carrying out clubs and their maintenance. Specialized tourist stock exchanges are engaged in commission trade certificates of ownership for the appropriate weeks of recreation, previously acquired and taxed by their owners. Professional consultants are involved in the process of creating and selling Timesher-products (financial advisors from credit institutions, legal advisors and lawyers, analysts, etc.). The indispensable participants of the timeshore market are trade associations - non-profit organizations of professional operators, project developers and marketing companies that develop and maintain on the market adopted work standards within the framework of existing legislation are lobbying the interests of the industry in government and the like. Numerous members of recreation clubs are also united in the Association. In addition, trust companies are being created to protect their rights, or guardianship councils who are guarantors to the execution of clubs with the clubs. The club's entrance industry has a more complex structure than the classic tourist business. This is due to the special form of the sale of a timest week (weeks) and the need to comply with the conditions for the protection of consumer rights.

In the West, Timesher is often called a savings rest. Indeed, he brings considerable benefits to his holder compared to the usual home ownership, which is subject to high taxes, requires large costs of real estate maintenance and therefore available only for wealthy people. Persons with an average level of wealth use cheaper services of ordinary hotels. However, this type of accommodation does not provide that cost savings in the future, which is achieved under the system of "divided time". In addition, the money spent on accommodation in the hotel is not returned, and the property can be sold, to rent, lay down, etc. In tab. 35 shows the costs of rest with a different form of its organization for a family of four who take place annually on vacation for three weeks for ten years.

Table 35.
Costs for rest in France with a different type of its organization, FR. Fr.

Expenditure	Type Accommodation on vacation
	on the Timeshera system	Own country house	Rent of residential premises for the season	hotel room
Buying a property Exchange of club weeks Weekly bonuses Rental premises The cost of the double room Children's tariff Total expenses for the first year Costs for 10 years Revenue income Total expenses

Buying a Timescher, which enlightens great benefits in the future, is associated with significant cash spending at the time of the transaction. "Property for vacation" costs its owner from 10 to 30 thousand am. Doll Depending on the quality of the apartments, their location and timing of use. In Austria, for example, a week of rest in the season "Peak" costs 22 thousand am. Dolls are just as expensive clubs in Switzerland. In the UK, the average price of the week is lower and amounts to 5-6 thousand am. Doll.

Sale of Timescher due to its high cost - the case is very delicate. The main information is reported to the client privatally and cannot be transferred to third parties; All negotiations and agreements achieved are strictly confidential. In order to promote timeshorers in the company's market, use sophisticated work tactics with a visitor, the so-called individual presentations. They represent a subtle psychological game, during which the company's personnel demonstrates the advantages of the proposed goods and carefully, without excessive obsessions, handles the buyer, taking it to the final step - the transaction.

The system of "possession of rest" is one of the fastest growing areas of the tourist business (Table 36). In the 90s, the number of Timesters owners increased in the world by an average of 15% per year.

Table 36.
Development of the "Holding Rest" industry in 1980 - 1997.

The character of the timeshop business is changing. Initially, the new scope of activity attracted mainly small entrepreneurs, but with the growth of Timescher's popularity, large companies rushed into it. Today, the market "property on vacation" is divided between the famous, primarily by American corporations, such as Hilton Houtels Corporation, "Marriot International", "Disney", "Ai-Ti Schraton", "Barrat", "Windy", "Holiday Inn Warldaide."

The geography of the Timescher Industry is steadily expanding. Many taking regions associate with it smoothing seasonal fluctuations, a long-term economic increase and improving the prospects for investing and employment in tourist, financial and other sectors of the economy. Today, the network of club resorts covers 89 countries, and the owners of "property on vacation" live in 191.

Timesher as a significant element of the entire leisure organization system was the greatest development in the United States. Only in one California there are 80 club resorts. The average price of the week comes to 9 thousand am. Dol. Timersher holders make a significant contribution to the local economy. Every year, the staff receives over 300 million am. dollars in the form of direct and indirect consumer spending of vacationers, taxes on real estate and payment of utilities.

The second largest market of ownership of vacation is in Europe. A third of all time resorts focuses on the old continent. The average duration of their stay is estimated at 1.7 weeks. In the unchanging popularity of savings rest enjoys the British. Of the 4 million families in the world owned by Timesher, 400 thousand - residents of Great Britain.

Table 37.
The popularity of club holidays among the population of different countries

The results of regular sociological surveys conducted in the United States, Great Britain, Mexico, the Caribbean, Australia and Canada, show that most of the Timeshore holders are satisfied with their purchase. 85% of respondents are satisfied with a savings holiday, 72% are ready to make a transaction for the second time. Over half of the respondents want to acquire additional club weeks.

Unfortunately, these rainbow prospects do not concern Russia in which the idea of \u200b\u200bTimescher, not having time to arise, was discredited. Timeshore companies sold "Vacation Property" at overpriced prices, and most importantly - did not provide subsequent integrated customer service (visa support, the exchange of club weeks, etc.). As a result, many of their owners felt deceived and unsuccessfully try to sell purchased apartments.

Timeshore business flourishes only where the relevant conditions have been created for him and primarily guaranteed the legal protection of the consumer. In Europe, the rights of the Timeschov owners are enshrined in the directives of European Parliament, national legislation, the act of the English Queen Elizabeth II, etc. Recently, and in Russia there was aware of the standard defining the legal framework of the Taimscher market. In order to develop it, a number of domestic companies have created the Association of Russian Companies operating in the club holiday market. However, in order to reverse the current situation to conquer the trust of potential buyers, tilers will be required years.

So far, it was about the group of accommodation means under the general name "Hotels". Along with her, WTO allocates a group of institutions similar to hotels (Table 33). They, as well as hotels, are organized by the number principle and provide a list of mandatory services. These are boarding houses, furnished rooms, tourist hostels, etc.

Specialized institutions are also designed to serve tourists. They do not have numbers. Here, the source unit is the dwelling, a collective bedroom or a playground. Specialized establishments provide places for the night, but the function of placing tourists is not the main thing for them.

Other collective accommodation facilities include primarily dwellings intended for recreation - complexes of houses or bungalows. They are in a single governance and provide limited hotel services.

The Irish Tourism Council makes the following requirements for a set of homes for recreation. The complex must include at least nine buildings, in one of which is the office. Buildings are capital buildings with separate entrances, in good operating condition. Each house has furnished rooms for sleep, lunch, relaxation, as well as warehouse, bathroom and toilets. The use of space outside the house is provided. The accommodation means are removed and prepared for each new guest. Services in the current cleaning of bed and premises the client does not turn out.

Other collective accommodation facilities include objects on camping sites, in bays for small vessels.

Campgrounds - camps for autotourists on guarded, well-equipped sites. They are equipped with energy and water supply systems, sewage; They have specially designated vehicles for car parking and also for preventive inspection, car wash and repair and provide a number of information, trade, leisure services. Depending on their quality and assortment, campsites are assigned a certain category, as a rule, from one to four stars. High-screen camps for autotourists have tennis courts, pools, saunas, water attractions, essentially transforming into leisure centers. Along with the objects of sports entertainment, they have food and trade enterprises, laundry, communications, sports facilities, Sports, and themselves are often part of year-round multidisciplinary hotels, hurry and motels.

Notable changes occur in the placement of tourists in campsites. Tourist vehicles come to replace personal and leased tents, autographs, houses on wheels. Only in Europe there are 600 thousand today, and the amount is steadily increasing. Most of the park of mobile accommodation is located in Germany, Italy, France and the United Kingdom.

Tourist autofurgables usually do not exceed 6 m in length, 2.20 m wide and weigh from 500 to 1000 kg, although there are more bulky and heavy samples. In terms of comfort, this home is not enough from modern cottages. It has a bedroom, a salon, a kitchen with a gas stove and a fridge, a toilet and shower. The advantage of mobile placement facilities before the cottage is to travel. They allow you to freely move, without a fighting tourist with stays and schedule public transport, visit countries with insufficiently developed infrastructure, too expensive and crowded hotels, as well as solve the problem with housing during major international events, somehow: worldwide rates, Olympic Games.

Purchase of autofurbon requires significant funds. In France, for example, it costs at least 200-250 thousand FR. Fr. and is available only to wealthy people. The results of the research of the Institute Louis Harris in this country show that their main owners are elderly couples that have savings, free time for dock and desire to get acquainted with natural attractions, culture, history and history and modern life Provinces. And although in recent years, the market for users by mobile means of accommodation has noticeably expanded, not least thanks to the topic of rental of tourist vehicles, this type of auto travelation still remains the privilege of secured sectors of society.

The last group of other collective deployment facilities form tourist hostels, youth hotels, school and student hostels, holiday homes for the elderly and similar objects of social significance.

Individual means of placement of tourists. Opportunities for individual accommodation are very wide. A tourist can stay in a private country house, rent from a private person or agency fully equipped dwelling (house, apartment, cottage) or stay free of relatives and acquaintances.

Reliable rooms and rooms are subject to classification by analogy with other hospitality objects.

In France, a relatively complete list of requirements for furnished apartments have been developed and approved. They are assigned a certain category from one to five stars depending on the size of the area, the height of the ceilings, the widths of beds (for the five-star category), the number of burners on the plate, refrigerator capacity, the availability of a phone with a countable system, size of balconies, loggias, terraces or garden, quantities Floors serviced by elevator and the ability to use the parking lot for cars. In addition to the chambers, some additional services are provided at the request of the client (room cleaning, linen change, food).

The worsening of the market situation in the early 1990s forced Western specialists in the field of hotel farm to make a search for effective ways out of the economic downturn in the placement sector. Their efforts were sent, in particular, to develop a new concept of hotel services. In this regard, it is necessary to expect the emergence of more advanced, fully satisfying customer requests for the forms of the organization of tourists spending, which will make the system of their reception even more extensive and diverse.

The current state of the hotel base of the world. According to the WTO, in 1997 there were 29 million hotel places in the world. For the period from 1980 to 1997, their number increased by 80%. Distribution of the hotel Fund by tourist regions The world coincides with the spatial structure of international tourism.

In recent decades, the development of the hotel base in the regional context occurred unevenly. In general, the average annual growth rates of the number of hotel sites from 1980 to 1997 were 3.5%. Close to global pace expanded the hotel base of Europe and North America. The most dynamic was the Asia-Pacific region. In the same years, the hotel foundation in the East countries South-East Asia And Oceania increased by an average of 13.7% per year. For 18 years, about 6 million places were commissioned.

Differences in the capacity of the hotel base caused a change in its regional structure in the 90s compared with the 80s (see Table 38).

Table 38.
Number of beds in hotels and similar institutions and their distribution in the regions of the world, 1980-1997.

Regina	Number of places, million units.			Market share, %
	1980	1985	1997	1980	1985	1997
Europe America Asian-Pacific area Africa Near East South Asia The world in general	8,5 6,4 0,8 0,3 0,1 0,1 16,3	8,6 6,9 1,7 0,5 0,3 0,2 18,2	11,7 9,3 6,7 0,8 0,4 0,3 29,3	52,5 39,5 4,7 1,7 0,9 0,8 100,0	47,3 38,0 9,3 2,9 1,4 1,1 100,0	40,0 31,8 22,9 2,8 1,4 1,1 100,0

In 1997, 44 countries of the world had a hotel foundation exceeding 100 thousand places in each country. Among them, USA, Italy, Germany, France, Spain, etc. The average hotel size is slightly less in traditional tourist countries compared to those that only recently entered the market and declared themselves as new tourist destinations. This is explained by a small development in previous years, when the material base of receiving visitors in old tourist centers was laid, and, accordingly, a high share of small hotels in them.

In addition to the capacity of placing objects expressed in bed - places, the WTO uses other indicators to assess the state of the placement sector: the number of hotels and rooms in them, the volume of hikes, the number of personnel. The revenues of the hotel industry of the world amounted to 253 billion am. dollars. Over 70% of them fall on Europe (100 billion am. AM.) and America (81 billion am.). They are leading by the number of hotels, but the gap between them is more significant. In 1995, 171 thousand hotels were registered in Europe (55% of the total number of them in the world), whereas in America there were 88 thousand (28%). The Asia-Pacific region occupies a modest place by the number of hotels (37 thousand, or 12%). The share of numbers per region is somewhat higher (14%) due to larger size of placement objects.

In 1995, the world hotel Industry Provided 11.3 million jobs. A quarter of the service personnel, or 2.9 million people, was busy in hotels and similar institutions of the Asia-Pacific region. Europe's share did not exceed 24%.

Special attention deserves the market for tourists in the countries of Central and of Eastern Europe. As they involve them, the International Tourist Exchange expands the hotel base. If, in its capacity, it can not be compared with similar bases of the EU countries, then in terms of growth rates, they are essential. In 1985, she numbered 417.2 thousand rooms and 876.3 thousand places, and in 1996 750.9 thousand and 1.7 million, respectively. A quarter of hotel places and almost a third of all rooms in 1996 accounted for Russian Federation. It has been a lot of work to bring the domestic hotel base in line with world standards.

Food in the tourist service system. The physiological need of a tourist in food is satisfying catering enterprises. They are distinguished by a variety of forms. The tourist food industry includes restaurants, cafes, bars, dining rooms, snack bars, etc., by analogy with the means of accommodating tourists, the catering enterprises are classified depending on the culture and quality of service, as well as the kitchen and the range of dishes offered, the number of seats, operation modes, form service visitors, etc.

Using the example of the United States will submit the main types of catering (Table 39)

Restaurants are very popular with tourists. They are divided into two large groups: classic and fast, maintenance. The famous classic restaurant is affected by the work of art. It is unique, delightful, has a long-term communication with a partner or, at least to aesthetic pleasure in the interior and very roads.

The most important sign of first-class restaurants is the desire for individuality. Their unique appearance is complemented by luxurious interior decoration And refined cuisine saw a change in its regional structure in the 90s compared with the 80s.

Such is a vegetarian restaurant "Lensboro", located and neoclassical mansion opposite the Buckingham Palace in London. Surrounded by English celebrities, actors and stars Rock-Rolle, guests are pleased to spend time and, if desired, try well-known lentcil delicacies. A variety and refined menu includes dishes from soup conxomes from asparagus with the addition of saffron and lemon mint to rocofor in an armagnetic liquor.

Another group of catering facilities forms fast-food restaurants. They got widespread in our dynamic time. The prime carrier of a quick way to satisfy the most pleasant physiological needs of man was the United States.

The catering network in North America began to form in the XVII century. In 1634, one of the first taverns opened in Boston, who proposed a rich selection of finished dishes. From that time, during all years of war, the independence of the tavern was the meeting place for soldiers and businessmen, playing a prominent role in the life of the American society.

Until the middle of the XVII century. The church fell down, and essentially managed taverns. But by the beginning of the XVIII century. Her participation, although preserved, weakened noticeably.

The taverns, like the stable yards, existed everywhere when the first restaurant "Delmonico" appeared in the USA (New York, 1832). France provided a great influence on the formation of American restaurant business. In parallel, there was a formation and actually American forms of service. Cafeteria as they have today, opened in Chicago in 1891

In the XX century The US catering industry continued to actively develop. This process was not able to prevent any "dry law" (1919-1931), which forced the cafe to switch to underground trade in alcohol, nor the second world War With its rigid product distribution system. The latter gave impetus to the development and use of vending machines. Currently, the fifth generation of their generation, which takes into account the latest achievements of electronics and computer technology.

The post-war period was noted by the emergence of new US catering trends related to the spread of frozen products. They began to be used in restaurants, factory dining rooms and cafes, as well as on airlines.

The 70s passed under the sign of fast-service enterprises. Opened additional technical capabilities allowed them to significantly expand the range of dishes offered. Along with hamburgers and fried chickens, they mastered the Mexican and European cuisine, in particular the production of pizza, as well as seafood. By the same time, the US public catering industry was made in the main features, which many specialists consider the most developed in the world.

The modern US catering industry is one of the most important areas of the country's economy. It ranks fourth largest material assets measured in 200 billion am. dollars, and leading among industries in the number of employed, providing jobs about 8 million people. According to the magazine "Newsuic", more people work at the McDonalds restaurant chain enterprises than in the Steel Steps Steel company, and the McDonalds Brand "Golden Arc" trademark is more often perceived as a symbol of the American economy than sparkling Mount Steel Furnace .

Table 39.

Types and characteristics of catering enterprises in the USA

In international tourist practice, food, as a rule, is associated with the placement. Its cost, along with accommodation, is included in the hotel rate. A tourist can choose a room in a three-time, two-time or disposable complex, respectively distinguish the American Plan (American Plan, AR), Modified American Plan (Modified American Plan, Map) and Continental Plan (Continental Plan), called more "Bed and Breakfast" ("Bed and Breakfast"). Many hotels work on the European Plan (European Plan, EP). It is a hotel rate determined based on the cost of placement without taking into account nutrition. Tourists choose a catering plant, kitchen and ordered dishes.

There are also differences in the form of service. The "a la card" system involves the free choice of the client dishes from the restaurant with the restaurant menu, "Tobldot" - service for all customers menu without the right to choose dishes, buffet - free choice of dishes and self-service. Buffet is especially popular with russian tourists. This service form allows you to choose food to taste and in the desired amount.

Below is a list of ten best restaurants in hotels in the world. The list of the famous magazine "HOUTELS" publishes their list (Table 40) annually.

Table 40.
The world's best restaurants in Gos Titeny in 1993

Notes	Number of occupied man	Average price, am. Doll.	Number of places / number of customers per day	Location, opening year (reconstruction)	Restaurant name and hotel
Full menu	...	58	80/...	Toronto	"Truffle", hotel chain "Four Seasons"
Breakfast, full menu dishes of Italian and french cuisines	39	108	65/90	Nice, 1976.	"Shantecler", Hotel "Negresco"
Breakfasts full menu	46	32,07	85/205	New York, 1989	"Mark", private hotel "Mark"
Breakfasts full menu	18	35 (lunch)	60/...	Paris	"Le Grill", Hotel "Georg", Hotel Chain "Forte"
Breakfasts full menu	29	83	60/70	London, 1970.	"Four-time year", hotel "four time of year"
Dishes italian cuisine	67	51	200/310	Italy, 1961.	"Veranda", Villa "Este"
Full menu	21	90	60/75	New York, 1991	"Le Cellebrit", Hotel Essex House, Chain Nikko
Breakfasts full menu	14	92,7	35/60	Geneva, 1951.	"Le Weng", Hotel "Le Richmond"
Breakfasts full menu	25	58 (breakfast)	60/...	Rome, 1950.	Hassler Rufton, Hassler Hotel
Breakfasts full menu	...	...	80/...	Venice	Del Dance Club, Gritty Palace Hotel

Tourist is provided by food and drink not only in the place of stay, but also during moves in air, water, rail transport, as well as in buses.

In the USA in the early 90s about 40% cruise companies Attracted catering enterprises or created with them specialized structures for the organization of food on board the boats. An example of such cooperation is the enterprise "Sencherry Cruise Sevaissez", established by the companies "Chandris" and "Apollo Schip Chandlers" for the service of passengers on the ships of the company "Cerebriti Krusez." According to the results of the first year of his work, "Cerebriti Cruses" received a prize for the best power system on board. She managed to raise the service for such a level, which was still considered unattainable in a cruise.

Our idea of \u200b\u200bthe power sector will be incomplete, if we go around the attention of such an important direction of his work as the organization of cultural leisure of tourists. The catering enterprises not only provide visitors with the necessary amount of calories for normal life, but also provide the opportunity to have fun and get bright unforgettable impressions.

Many travelers go to special gastronomic and peteed tours to get acquainted with national cuisine of different countries. During such trips, they join the local customs, often becoming participants in folk festivities. Stay in Germany and the Czech Republic, for example, rarely costs without visiting the beer establishments, just as it is difficult to imagine Spain without "Paseo and Tapapo", i.e. Walking through the bars and tasting of light snacks, which are served to guilt and beer.

Ethnographic restaurants and cafes are very popular with tourists. They are also manifested in the interior, and in the clothing of waiters, and in the orchestra repertoire, and in the range of dishes and drinks offered. In addition to the national, nutrition enterprises can be sustained in any other style: from the use of bank attributes to windmills. Choosing a central theme, which is subordinated to the design of halls and all customer service, is an alloy of art and marketing research. Knowledge of the market situation and competition conditions allows you to identify promising topics. At the same time, experienced restaurants managers often rely on their own intuition.

The theme selection is always associated with a certain risk. If you fail, it has to change it. In such cases, restaurants are usually not limited to the update of the signboard or menu. They carry out a complete reconstruction of the premises, hire new workers, make up the menu and order cutlery that meet the selected topic, think over the appropriate entertainment program. Such a perestroika is usually very expensive, so long before it started the financial plan necessary for making effective solutions is being developed.

Speaking by the segment of the hospitality industry, public catering continues to change and develop. Notis culinary recipes appear, more productive and economical equipment are created, management systems are being improved. These measures are aimed ultimately on obtaining stable revenues. But the basis of everything is the struggle for the client, without which the work of enterprises is meaningless.