Lecture: 6 characteristics and features of hotel services. Classification criteria Hotel content

All hotel rooms must be carefully cleaned by a dedicated staff of maids and cleaning ladies. Before starting work, the head maid and maid must be dressed in clean and ironed uniforms or overalls.

When cleaning hotel premises, they use cleaning devices, cleaning equipment and cleaning materials. Each maid should have a trolley for transporting clean and used linen, cleaning supplies, as well as displays, the set of which depends on the category of the hotel (advertising materials, a set of writing materials, soap, shampoo, bath gel, deodorant, bathing cap, mineral water, etc.).

Equipping the trolley is carried out in a special room as follows: on top is laid the layout, then clean linen, below - cleaning products, disposable plastic garbage bags. Dirty laundry can be collected in large plastic bags or linen bags attached to the side of the cart. It is prohibited to transport clean linen open.

Such interrelated types of room cleaning are carried out as daily routine, intermediate (if necessary) and general.

The hotel's linen facilities include a central linen for clean linen, a central linen for dirty linen (not available if the hotel has a laundry), floor-level storage rooms for dirty linen and a daily supply of clean linen, warehouses (for new linen). The area of \u200b\u200bthe central linen room must be at least 6 sq. m for hotels with a capacity of 15-20 beds; 16 sq. m for hotels with a capacity of 50-100 beds; 30 sq. m for hotels with a capacity of 200-500 beds; 45 sq. m for hotels with a capacity of 800-1000 beds.

The number of sets of bed linen and towels should ensure the following frequency of linen changes:

• - bed linen every 3 days;
• - when settling in foreigners - daily;
• - change of towels - daily.

Rooms with clean or dirty laundry should be painted with oil paint (in two layers) or faced with glazed tiles. In rooms for storing clean linen

cabinets or shelves are installed, the shelves of which are covered with oilcloth or plastic, and in rooms for storing dirty linen - floor shelves or wooden chests painted with light-colored oil paint, sinks with cold and hot water supply. The floors in linen are covered with linoleum, plastic or metlakh tiles.

Additional bedding (mattress covers, pillows, woolen blankets, etc.) are stored in special cabinets of the duty personnel.

When accepting and dispensing clean and dirty linen, one and the same employee provides for the presence of two dressing gowns for work (when receiving and sorting dirty linen, personal protective equipment must be used - a scarf, a dressing gown, rubber gloves). After receiving dirty linen, the worker should wash his hands and change the dressing gown.

The central linen room, storerooms, where clean and dirty linen are located, must be cleaned daily (wipe racks, cabinets or chests, tables for staff, wash floors); weekly they carry out general cleaning with washing walls, doors and removing dust from the ceiling.

There should be no foreign objects and personal belongings in the office premises. In the absence of a laundry room, the washing of linen may be performed by maids or a dedicated employee only in a specially equipped room. It is strictly forbidden to wash linen in rooms and service areas. If there is no laundry in the hotel, the administration must conclude an agreement for washing clothes with the city's laundry factory.

Sanitary rules and norms MosSanPiN 2.1.2.043-98

Hygienic requirements for the arrangement, equipment and maintenance of Moscow hotels

(approved by the decree of the Chief State Sanitary Doctor in Moscow)

2.1.2. Design, construction and operation of residential buildings, public utilities, educational institutions, culture, recreation, sports

The Law of the Russian Federation "On the Sanitary and Epidemiological Welfare of the Population":

"Sanitary rules, norms and hygienic standards (hereinafter referred to as sanitary rules) are normative acts that establish criteria for safety and (or) harmlessness to humans, factors of their environment and requirements for ensuring favorable conditions for their life.

Sanitary rules are mandatory for all state bodies and public associations, enterprises and other business entities, organizations and institutions, regardless of their subordination and forms of ownership, by officials and citizens "(Article 3).

"A sanitary offense is an unlawful, guilty (intentional or reckless act (action or inaction) associated with non-compliance with the sanitary legislation of the Russian Federation, including the current sanitary rules) that infringes upon the rights of citizens and the interests of society. Officials and citizens of the Russian Federation who committed a sanitary offense , can be brought to disciplinary, administrative and criminal liability "(Article 27).

I. Normative references

1.1. These sanitary rules (hereinafter referred to as - rules) were developed and approved on the basis of the Law of the Russian Federation "On the sanitary and epidemiological well-being of the population" dated 04.19.91, as well as the provisions of the following regulatory documents:

1.5. The choice of a land plot for the placement of hotel buildings, projects for linking standard projects, individual and reuse, as well as projects for the reconstruction and re-equipment (redevelopment) of buildings, premises of these facilities are subject to mandatory approval by the state sanitary inspection authorities.

1.6. The opening of newly built, reconstructed, as well as those that have undergone repair and redevelopment of hotel buildings is allowed only with the permission of the sanitary and epidemiological service for the operation of these buildings and premises.

1.7. Hotel activities in Moscow are carried out only on the basis of a license issued by the bodies of the Moscow Licensing Chamber in the prescribed manner.

1.8. Compliance with the safety of services provided during the implementation of hotel activities in Moscow is confirmed by the results of mandatory certification (certificates of conformity), which is carried out in accordance with the established procedure by the certification system GOST R.

1.9. A prerequisite for licensing and certification of hotels is documentary confirmation (availability of conclusions) of the sanitary service, which monitors safety within its competence. The conclusion of the State Sanitary and Epidemiological Supervision Center on compliance with sanitary rules, norms and hygienic standards is a document confirming the compliance of the working conditions of employees and potentially hazardous hotel services to the health of the population with the current sanitary rules, norms and hygienic standards in the hotel.

The conclusion is issued based on the results of a sanitary and epidemiological examination of services potentially hazardous to public health in Moscow hotels, incl. examination of regulatory and technological documentation, sanitary and hygienic examination of working conditions of workers, assessment of the technological process, its impact on the environment and residents, as well as, if necessary, based on the results of laboratory and instrumental control.

1.10. The sanitary service has the right to participate in the inspection control over compliance with the requirements for the certification service, primarily when conducting unscheduled inspections in cases of receipt of information about claims (complaints, reclamations) to the certification service from residents, as well as when information is received from the hotel management about changes in characteristics services, service conditions, technological process, etc.

II. Sanitary requirements for the site

2.1. The area of \u200b\u200bthe site is determined by the design assignment or project, taking into account the conditions of placement, the nature of the urban environment, the functional composition and category of the hotel.

2.2. The site should include:

Landscaped areas in front of the entrances to public and residential premises (at the rate of at least 0.2 square meters per resident);

Parking lots;

Temporary parking areas for cars and buses;

Internal driveways, entrances to the main and other entrances to the hotel; entrances to underground garages or parking lots;

A utility area with a passage for freight transport.

2.3. The area of \u200b\u200bthe site for parking one car in parking lots should be no more than 22.5 sq.m.

2.4. On the sites of newly built hotels, individual parking for disabled people (at least 3 parking spaces) should be provided, as close as possible to the entrance to the building, and special devices (ramps, lifts) that ensure accessibility for disabled people in public areas of buildings and the hotel territory in accordance with the VCH 62-91.

2.5. In the underground and basement floors of hotels it is allowed to place parking lots for storage and parking of cars with the condition of placing a non-residential floor between the parking lot and the residential part of the hotel.

III. Sanitary requirements for the layout of hotel buildings

3.1. The hotel (in accordance with GOST R 50645-94) may include the following groups of premises and services:

reception and lobby, residential, cultural and leisure, sports and recreation, medical services, consumer services, catering establishments, trade enterprises, business activities, administration and maintenance services, service rooms, built-in and attached enterprises and institutions.

The presence of the first two groups of premises is required. The composition of additional premises is not standardized and is accepted in accordance with the design assignment or with the project.

3.2. The residential group of premises of hotels located in multifunctional buildings, as well as in object hotels, should be functionally and planningly separated and have isolated exits.

3.3. When groups of public premises working for the city are included in the hotel, isolated entrances from the street should be provided for them.

3.4. Newly constructed hotels, as a rule, should provide conditions for access and accommodation for wheelchair users. At the same time, it is necessary to provide for a reserve of single and double rooms with appropriate equipment, the width of the aisles and doorways, as well as devices for the movement of disabled people to horizontal and vertical communications.

3.5. Entrances to 4 and 5 star hotels should be equipped with sliding doors with electronic devices.

3.6. Accommodation of living quarters in basement and basement floors is not allowed. Without natural lighting, it is not allowed to design apartments, living quarters, office and administrative premises with a constant mode of operation. It is allowed to place office and administrative premises in basements and underground floors, provided that natural lighting is provided with the help of engineering devices (light guides, etc.).

3.7. The group of residential premises includes living rooms, floor service premises, public premises (living rooms, children's rooms, etc.).

3.8. Rooms for disabled people in wheelchairs and for the visually impaired and the blind should preferably be located on the 1st floor.

3.9. All living rooms must have built-in wardrobes for outerwear, linen, luggage, located in the front or living room at a minimum rate of 1 wardrobe (0.60x0.55 m) per person (it is allowed to replace built-in furniture with cabinet furniture).

3.10. The volume of living quarters in hotels (rooms including the front) must be at least 15 cubic meters per 1 resident.

3.11. It is preferable to design living rooms with an east and (or) west orientation. All hotel rooms must have natural light with illumination of living quarters established by SNiP 23-05 -95, MGSN 2.06 -97 and MGSN 2.05 -97. The insolation time of rooms is not limited. The numbers oriented towards the horizon sector 180-270 must have sun protection devices.

3.12. Floor service premises should, as a rule, be blocked, providing for one block for 30 places in hotels of 5 stars, 40 places - 4 stars, 50 places - 3 stars, 60 places - 2 stars.

3.13. Floor service rooms in one and two star hotels may be located across the floor. The minimum composition of the floor service premises can be represented only by the room of the duty personnel. The recommended composition (developed) and area of \u200b\u200bfloor service premises are presented in Table 1.

Premises	Area in sq. m
Duty staff room with built-in premises	10 (16) 5 and 4 stars
Premises of the senior maid (head of the floor management, castellan)
Storage room for dirty linen (in the hotel up to 100 beds it is allowed to replace with wardrobes)
Pantry cleaning equipment
Dirty linen disassembly area at the laundry chute
Consumer service room
Shoe cleaning room (for hotels of 4 and 5 stars. For hotels of 2 stars and above, special devices for cleaning shoes can be used on the floors or in the lobby)

3.14. When serving food to the rooms, there must be a connection between the distribution center of the main catering unit and the residential part of the hotel through service corridors and stairs, an elevator or using special lifts.

3.15. On the residential floors of one and two-star hotels, it is allowed to arrange public premises (bars, cafes, canteens, etc.), provided that the residential premises are soundproofed. Placement of public premises adjacent to residential premises is not allowed.

3.16. As part of hotels, in accordance with their capacity and category, premises for consumer services and trade should be provided:

Hairdressing salon - 0.25 sq. m per person residing in hotels for 50-200 beds (provided for hotels of 3 stars and higher categories. In hotels of 4 and 5 stars, a hairdressing salon should be designed - with a beauty salon, rooms for massage, manicure and pedicure, etc.

Complex reception center (minor repair of clothes, dry cleaning, washing and ironing, etc.) - 12 sq. m with a capacity of 50-300 seats, 18 sq. m at 301-500 seats

Ticket offices for transport - 3 sq. m per checkout

Ticket offices for theater and other cultural and sports events - 3 sq. m per checkout

Retail outlets - 3-4 sq. m per kiosk

Shops - by design assignment

The premises for consumer services should, as a rule, be designed as separate ones and placed directly at the hotel lobby.

When trading kiosks for various purposes, auxiliary premises should be provided at the rate of no more than 3.0 sq. m to the kiosk located outside the public areas of the hotel.

3.17. It is allowed to include cultural, entertainment and leisure facilities of various types in the structure of hotels. The areas of the premises, as well as their equipment and technological support, should be taken in accordance with MGSN 4.17 -98.

3.18. The premises of hotels of 3, 4 and 5 stars categories should include premises for business activities and meetings. This group of premises includes (GOST R 50645-94): a business center, representative offices of companies, business meeting rooms and conference rooms, exhibition and demonstration halls with expositions, auxiliary premises (communication services, duplicating equipment and computers, machine bureaus, translators, etc. etc.).

3.19. In hotels of 4 and 5 star categories, sports and recreation centers with a sports and (or) gym should be provided, in 5-star hotels - a swimming pool with a sauna, in 4-star hotels - a sauna.

The one-time capacity of the sports or gym is taken at least 10% of the hotel capacity, sauna - at least 1%. The area of \u200b\u200bthe water mirror of the swimming pool is taken as 0.55 sq. m for 1 place in the hotel.

3.20. The composition and area of \u200b\u200bthe main and auxiliary premises for sports and recreation purposes can be presented according to table N 2.

3.21. In hotels of categories 4 and 5 stars, with premises for physical culture and health purposes, a medical office should be provided: with a capacity of up to 500 places - 14 sq. m, with a larger capacity - up to 36 sq.m.

3.22. Administration premises should be grouped outside the main streams of residents, preferably on the ground floor.

3.23. It is allowed to accommodate offices of hotel associations and tourist organizations of various types in hotel buildings, provided that this does not reduce the comfort of living.

3.24. Laundry and dry cleaning should be located in a single functional unit.

3.25. A hotel laundry should have the following set of main premises: a room for sorting and temporary storage of dirty linen, a washing shop, a main shop, a shop for temporary storage of clean linen (central linen).

3.26. The location of the production workshops of the laundry should ensure the technological flow of processing the linen. The crossing of streams of clean and dirty linen is prohibited.

3.27. The performance of the technological equipment must correspond to the capacity of the hotel. The placement of technological equipment should provide free access to them.

3.28. Carts or containers for the transport of linen should be made of material that can be easily treated with disinfectants, and also be marked or differ in shape and color.

3.29. Laundry staff should have separate dressing rooms and showers, arranged like "Sanitary inspection".

3.30. Detergents used in the laundry must have hygiene certificates.

IV. Sanitary equipment

4.1. Hotels should provide for cold and hot water supply and sewerage in accordance with the requirements of SNiP 2.04.01 -85 "Internal water supply and sewerage of buildings".

4.2. The quality of tap water must meet the requirements of GOST 2874-82 "Drinking water".

4.3. Hot water supply systems must ensure uninterrupted supply of hot water of the design temperature to all sanitary appliances provided for by the project installed in the corresponding premises.

4.4. The temperature of the water supplied to the hot water supply systems should be taken depending on the method of connection to the heat supply systems:

With a closed method (through a water heater) within 50-55 ° С;

With an open method (direct water intake from the network) - within 60-65 ° С.

The water temperature is maintained using a mandatory installed automatic thermostat. The temperature of the water supplied to the hot water supply system, regardless of the connection method, should be no more than + 75 ° C.

4.5. To ensure uninterrupted hot water supply to hotels during the period of preventive maintenance, accidents should include: local water heaters operating on electricity (electric heaters, electric boilers, electric titans) and a second heating input.

4.6. The hotel sewerage system must comply with the requirements of the SNiP chapter on the design of internal water supply and sewerage systems for buildings and ensure uninterrupted drainage of wastewater from all sanitary appliances and wastewater receivers into the external sewerage network. To prevent the formation of blockages, it is necessary to carry out preventive cleaning of sewer pipelines in a timely manner (at least once a year).

4.7. Ventilation systems must be performed in accordance with the project and the requirements of the SNiP chapter on the design of heating, ventilation and air conditioning.

4.8. Repair, adjustment and adjustment of mechanical ventilation systems should be carried out under contracts with specialized organizations.

4.9. The ventilation system must provide standard air exchange in all rooms provided for by the project. The divergence of the volume of inflow or exhaust air from the design by more than 10%, and a decrease or increase in the supply air temperature by more than 2 ° C are not allowed. Natural exhaust ventilation should ensure normal air exchange at ambient temperatures of + 5 ° C and below.

4.10. Adjustment of natural ventilation systems should be carried out by covering the exhaust louver grilles, starting with the grill of the lower floor and ending with the grill of the upper floor. The air velocity in the section of the exhaust grille is determined by the readings of the vane onamometer. Before adjusting natural ventilation in hotel rooms, the density of windows and doors must be eliminated. During severe frosts, in order to avoid hypothermia of residential premises, the natural exhaust from the premises should be reduced by covering the adjustable ventilation grilles for these periods. Mechanical ventilation should be reduced or turned off during this period, but it should act as natural exhaust ventilation. After the end of frost, the ventilation systems must be fully switched on.

4.11. Malfunctions of mechanical ventilation installations located in the rented premises of the hotel are eliminated by the tenants.

4.12. Air-thermal curtains should be set up by a specialized organization and provide warm air supply to the main entrance vestibule or lobby with the appropriate temperature and in the required quantity. During operation, make sure that the temperature of the air coming from the air supply devices of the curtain corresponds to the data in Table No. 3, depending on the outside air temperature.

4.13. The air conditioning system must be performed in accordance with the project and the requirements of the SNiP chapter on the design of heating, ventilation and air conditioning. The main requirements for the operation of air conditioning systems are to maintain the necessary air parameters in the serviced premises, while deviations from the norm are allowed: by the volume of supply air + 10%, by temperature + 2 ° C, by relative humidity + 5%.

4.14. Heating, ventilation, air conditioning systems must provide comfortable microclimatic conditions in the hotel premises. The estimated air temperature in hotel rooms (with the exception of rooms with a special mode of operation) should be taken at 20 ° C. The maximum air temperature in residential and public areas of hotels should be no more than 26 ° C. Relative air humidity should be: in air-conditioned hotels - within 45-50%; without air conditioning - 30-65%. The amount of incoming outdoor air per 1 person for residential premises is recommended to be taken within 60 cubic meters / hour. In hotels equipped with air conditioning systems, it is necessary to provide for bacteriological studies of water samples from air conditioning systems for the presence of the causative agent of legionellosis (The work is carried out by the Institute of Epidemiology and Microbiology named after N.F. Gamaleya of the Russian Academy of Medical Sciences).

4.15. Garbage chutes in hotels are arranged in stairwells or in separate rooms. It is not allowed to set up a garbage chute in the rest rooms of the service personnel. Garbage chutes must meet the requirements of the "Guidelines for the design of garbage chutes in residential and public buildings". The load on one shaft of the garbage chute is accepted up to 1500 liters of garbage per day (with the accumulation of 0.2 liters per 1 cubic meter of living space of hotels. The planned preventive maintenance of the garbage chute should be carried out once every three years, and major - once every nine years ...

4.16. Malfunctions of garbage disposal systems should be immediately eliminated (not the tightness of the valves and gates, disruption of ventilation, the appearance of dust from the barrel of the garbage chute when the valve is opened, the appearance of odor and insects from the valves, periodic blockages of the barrel, the garbage chute, debris fire, the formation of plaster cracks at the valves and etc.).

4.17. Loading valves and the areas in which they are located must be kept clean. The valves must be flushed at least once a week; after flushing, they should be wiped clean, because water penetration into the chute shaft is not allowed.

4.18. To reduce noise when opening and closing the loading valve and to prevent the spread of odor from the chute, it is necessary to monitor the serviceability of the rubber gaskets of the chute valves and promptly replace them.

4.19. Ventilation of the garbage chute to prevent the spread of odors in the hotel premises must ensure constant removal of air from the shaft through the exhaust shaft into the atmosphere. Every month it is necessary to check the operation of the exhaust ventilation of the garbage chute through the open opening of the loading valve in the lower and upper floors. Checking should be done using an anemometer or by deflection of tissue paper.

4.20. On a monthly basis, it is necessary to perform mechanical cleaning of the inner surface of the walls of the garbage chute with a rod with a "doll" -type device attached to the end.

4.21. It is necessary to regularly thoroughly clean the hopper with brushes moistened with soap and soda solution (100 g of soda and 25 g of soap per bucket of water), followed by rinsing and disinfection.

4.22. Sanitary and hygienic requirements for waste collection chambers:

The walls of the chamber are faced with ceramic tiles, the ceiling is covered with oil paint;

The chamber must have a ladder connected to the sewer with a slope of 0.01 to the pit or ladder; sink and watering tap with a hose, with cold and hot water supply;

Garbage from the cell must be removed daily;

After removing the debris, the chamber is cleaned and rinsed from the hose. The garbage chamber is periodically disinfected and deratized;

The garbage room must have an isolated exit and not communicate with other ancillary rooms of the hotel.

It is necessary to monitor the impermeability of the chambers for rodents; the door of the garbage collection chamber from the inside and the threshold must be lined with sheet steel, have a tight porch and a locking device along the contour; open towards the street, the width of the doorway must be sufficient to transport a trolley with a container or waste bin, damages in the structures enclosing waste chambers must be carefully repaired.

4.23. The chambers must be dry, have artificial lighting with the installation of dust-proof and moisture-proof lamps; the air temperature in the chamber must be above + 5 ° С.

4.24. Collectors with garbage should be previously removed from the garbage collection chamber at the time of removal; collection of recyclable materials in the chamber is prohibited.

4.25. Containers with a capacity of 400-800 liters, located in the garbage chamber under loading, must be installed on a trolley, with the help of which they are rolled out of the garbage chamber for loading into garbage trucks.

4.26. When using portable waste bins with a capacity of 80-100 liters, there must be such a number of collectors in the chamber that will ensure the reception of waste between the dates of its removal. It is necessary to replace the filled waste bins in a timely manner. Filled bins should be covered tightly. Every day, portable waste bins should be cleaned inside and out under a stream of warm water (45 to 60 ° C) with brushes. Containers (taken out in container bags) must be delivered to the hotel territory clean.

4.27. In hotels with a large collection of garbage, swap bodies of garbage trucks should be used, pressing and crushing of garbage.

4.28. In order to improve the efficiency and quality of cleaning work in new construction and in complex overhaul, hotels with more than 400-500 beds are recommended to be equipped with stationary systems of centralized vacuum dust removal (CVP).

4.29. To ensure efficient and economical operation of centralized dust removal systems, dust removal should be carried out according to a schedule approved by the hotel administration.

4.30. Wet dust separators (bubblers) used to clean the suctioned air should be protected from freezing; change of dirty water in them should be done after 2-4 weeks. Trapped dust from diffuser dust separators must be removed regularly. The fabric filters should be cleaned once a week.

4.31. The duration of cleaning when using the CVT is per minute: 8-10 - for a single room up to 20 sq. m; 2-3 - for corridors with floor surfaces up to 10 sq.m.

4.32. Dust trapped in the CVP should be placed in dense kraft paper bags for removal to specially designated places, preventing it from flying, spilling onto the floor surface and open storage.

4.33. Air oxidation of residential and public premises of 4 and 5-star hotels should be no more than 6.0 mg / m3. The concentration of carbon monoxide in hotel rooms should not exceed the MPC (0.002 mg / l), carbon dioxide - 0.1%, ammonia - 0.2 mg / m3, benzopropylene - 0.00 mg / m3

4.34. Hotel premises must be protected from ionizing and high-frequency radiation, including from internal sources (medical, kitchen, technical equipment, etc.) - in accordance with MGSN 2.02 -97.

4.35. The maximum permissible levels of electromagnetic fields (the strength of the electromagnetic field (EMF) should not exceed the values \u200b\u200bin hotels, standardized by MGSN 2.03-97 (1V / m) and other applicable documents; if necessary, it is necessary to provide for a decrease in the level of NEMF by technical measures.

4.36. Regulatory indices of airborne noise insulation and the reduced level of impact noise for residential, public and industrial premises of hotels should be taken in accordance with the requirements of MGSN 2.04 -97. Special measures should be provided to protect rooms and public premises from noise from corridors (noise-proof doors, seals in the vestibules, installation of vestibules or second doors in the front, etc.) from noise and vibration produced by mechanical equipment (installation of shock absorbers, flexible inserts, hangers, floating foundations, etc.).

4.37. In the construction and decoration of hotel premises, environmentally friendly and safe materials that have passed hygienic certification and have a certificate of conformity should be used.

4.38. In hotels with 300 or more lamps, technical rooms should be provided for cleaning and washing electric lamps and temporary storage in containers of used fluorescent lamps such as LV, LD, etc. - at the rate of 6 square meters for every 300 lamps.

V. Equipment and maintenance of hotel premises.

5.1. The hotel housing stock is equipped with hard, soft and low-value inventory in accordance with the requirements for hotels of various categories (GOST R 50645-94 "Classification of hotels").

5.2. All hotel rooms must be carefully cleaned by a dedicated staff of maids and cleaning ladies.

5.3. Before starting work, the head maid and maid should be dressed in clean and well-ironed uniforms or overalls.

5.4. When cleaning various premises of hotels, they use cleaning devices, cleaning equipment and cleaning materials.

5.5. Each maid should have a trolley for transporting clean and used linen, cleaning supplies, as well as displays, the set of which depends on the category of the hotel (advertising materials, a set of writing materials, soap, shampoo, bath gel, deodorant, bathing cap, mineral water, etc.).

5.6. The trolley is equipped in a special room in the following way: on top is laid the layout, then clean linen, on the bottom - in plastic bags, dirty linen, cleaning products. Dirty laundry can be collected in large plastic bags and linen bags attached to the side of the cart; disposable plastic bags should be provided for waste collection.

5.7. Transporting open linen is prohibited.

5.8. The rags used for cleaning rooms must be marked and used strictly for their intended purpose.

5.9. There are several interconnected types of room cleaning: daily routine and general.

5.10. Daily cleaning of residential rooms should be done in the following sequence:

Ventilation of premises for 20-30 minutes in winter through a transom, window, in summer through open windows;

Washing dishes followed by covering with a clean towel until the end of cleaning;

Cleaning the bed with the obligatory overturning of the feather bed, shaking the sheet and duvet cover, whipping the pillow (the feather bed or mattress case and pillow should be in a cover, a woolen blanket in a duvet cover); for daytime maintenance, the bed is covered with a blanket. The bed is made as follows: the sheet is spread in such a way that one edge of it (to the inner side of the bed) is tucked under the feather bed (mattress cover), on the other, the outer one, reaches the side of the bed; the pillow and blanket with a duvet cover are straightened (closing the pillow); in conclusion, everything is covered with a veil;

Removing dust from furniture (wiping inside cabinets, bedside tables, tables, TV, radio, telephone, etc.);

Removing dust with a vacuum cleaner from carpets, floor coverings, floors.

5.11. During cleaning, it is strictly forbidden to stand on tables, sofas, armchairs and other furniture.

5.12. In two-room suites, the bedroom is first cleaned, then the living room, the hallway, and then the bathroom. In a three-room suite, the bedroom, living room, study, hallway and bathrooms are cleaned, respectively.

5.13. When starting to clean the sanitary devices, the maid must wear rubber gloves and an oilcloth apron.

5.14. Daily cleaning of bathrooms in rooms should be done in the following sequence:

A hinged shelf with a mirror, a heated towel rail is wiped;

Glazed ceramic tiles are wiped around the sanitary ware;

Wash basin, bathtub (shower tray), bidet, toilet;

Debris is removed from the pedal bucket, after which it is washed;

The rubber mat and finally the floor are washed.

After the end of cleaning and disinfection of hands, glasses are placed on the toilet shelf according to the number of people living in the room and the necessary set of items from the display. Towels are hung on a towel holder (for each guest):

At least two in 1-2 stars;

At least three in a 3 star hotel;

At least five in 4-5 stars;

laid out plastic bags for linen, things handed over for washing and dry cleaning; toilet paper (with a spare roll).

5.15. In common shower rooms, rubber mats are laid on the floor of the cabin. The following procedure is followed for daily cleaning of public showers:

Mirrors in undressing rooms are wiped;

Dust is removed from benches, clothes hangers;

Wall soap dishes, rubber mats are washed;

Tiled walls are wiped;

Debris is removed from pedal buckets.

5.16. General cleaning should be done once every 7-10 days. During general cleaning, walls are wiped from dust, ventilation grilles are cleaned, draperies, mattresses, feather beds are cleaned with a vacuum cleaner, windows and doors are wiped. During general cleaning, additional work can be carried out: washing carpets, carpet tracks, etc. The curtains on the windows are cleaned with a vacuum cleaner and twice a year they are handed over to dry cleaning, laundry; tulle curtains are washed.

5.17. For disinfection of premises and equipment of hotels, disinfectants from several classes of chemical compounds can be used:

Class 1 - halogenated. This class includes mainly chlorine-containing disinfectants.

1.1. Anolyte (electrochemically activated sodium chloride solutions), obtained on STEL 4N-60-02, STEL-60-03, STEL-ION-120-01 devices:

1.2. Chloramine.

1.3. Prescription firm "Johnson-Johnson Medical" (USA).

1.4. Purzhavel "Pastille Javelle effervesant" firm "Hydrochem" (France).

1.5. Javelion "Noveltichlor" by ETC Linossper (France).

1.6. Clore-Wedge firm "Medentech" (Ireland).

1.7. Clorsept firm "Medentech" (Ireland)

Foreign drugs are available in the form of tablets, which is convenient for use.

Class 2 - oxygenated compounds. This class includes peroxide-based disinfectants.

2.1. "PVK" (Russia).

2.2. "Peramin" (Russia).

2.3. "Virkon" firm "KRKA" (Slovenia).

2.4. "Perform" firm "Schulke and Mayr" (Germany).

Class 3 - surface active compounds (surfactants). It includes quaternary ammonium compounds and amphoteric surfactants.

3.1. Alaminol (Russia).

3.2. "Sanifect-128" of "Liquatech Industry, Inc." (USA).

3.3. "Forte-des" JSC "Movek" (Estonia).

3.4. "Odo-ban" by "Wedge Control Corporation" (USA)

3.5. "Newral-Lemon" by "ABC Computing Company" (USA)

3.6. "Daicid-4,5" by "Daikon Product Inc." (USA)

3.7. "AFBC"

3.8. "Septodor" by "Darvet Ltd" (Israel)

3.9. "Septodor-Aroma"

3.10. "FD-312" by "Dental Orohim" (Germany)

3.11. "Microbak Forte" by "Borer Chemie AG" (Switzerland)

3.12. "Socrena"

3.13. "Gerasept plus" by "Iplon" (Belgium)

3.14. "Silva-Dez" JSC "Movek" (Estonia)

3.15. "Terralin" by "Schulke & Mayr" (Germany)

3.16. "Veke-Side" by "Wexford LEBZ Inc." (USA).

For disinfection measures, preparations related to oxygen-containing compounds and surfactants are preferable due to their environmental friendliness, the absence of a pungent odor, and a low level of toxicity.

Preparations of the surfactant group also have a washing effect. Modes of disinfection of objects in hotels with some of the indicated means are presented in the table.

P / p No.	Disinfectant name	Disinfection object	Solution concentration,%	Holding time (min.)	Processing method
	Alaminol	premises, furniture,			single wipe
		sleigh			double wiping
		(sinks, toilets)			single wipe
	Anolyte produced in the STEL-4N-60-02 installation	premises	0,03
		sleigh packaging equipment	0,05
	Anolyte ANK produced in the STEL-ION-120-01 installation	premises	0,02
		sleigh packaging equipment	0,05
	Vex Side	premises			single wipe
		sleigh packaging equipment			wiping twice with an interval of 15 minutes.
	Odo-Ban	premises	1:27**		rubbing
		sleigh packaging equipment	1:27**		wiping twice with an interval of 15 minutes.
	PVC	premises	0.75 on ADV *		single wipe
		sleigh packaging equipment	0.5 on ADV *		wiping twice with an interval of 15 minutes.
			2.0 by ADV *
	Deseffect (Sanifect-128)	premises	3:128*		single wipe
		sleigh packaging equipment	3:128*		wiping twice with an interval of 15 minutes.
	Septodor, Septodor-Aroma	premises	0,05		single wipe
		sleigh packaging equipment			wiping twice with an interval of 15 minutes.
	Microbac-Forte	premises			single wipe
		sleigh packaging equipment
	Socrena	premises,
		furniture
		sleigh technical packaging
		equipment
	Purzhavel	premises	0,03
		sleigh packaging equipment	0,06		wiping twice with an interval of 15 minutes.
	Chloramine	premises
		sleigh packaging equipment
	FD-312	premises			single wipe
		sleigh packaging equipment			wiping twice with an interval of 15 minutes.
	Tyrralin (TRN-5225)	Premises, sleigh packaging equipment			rubbing

* - when the product contains 30% hydrogen peroxide;

** - the ratio of the components of the solution - agent: water.

5.18. In order to avoid the appearance of insects and rodents in the hotel, the administration must conclude a permanent contract with a disinfection station for preventive treatment of all hotel rooms.

5.19. The hotel must have a passport of the object to be disinsected and disinfected.

6.1. The hotel's linen facilities include a central linen for clean linen, a central linen for dirty linen (not available if the hotel has a laundry); storey rooms for dirty linen and daily supply of clean linen, warehouses (new linen) - for areas see Tab. N 1 item 3.13. The area of \u200b\u200bthe central linen room should be at least 6 square meters for hotels with a capacity of 15-20 beds; 16 square meters for hotels with a capacity of 50-100 beds; 30 square meters for hotels with a capacity of 200-500 beds; 45 sqm for hotels with a capacity of 800-1000 beds.

6.2. The number of sets of bed linen and towels should ensure the following frequency of linen changes:

Bed linen every 3 days;

When settling in foreigners - daily;

Towels are changed daily.

6.3. Rooms with clean or dirty linen should be painted with oil paint (two times) or faced with glazed tiles.

6.4. In rooms for storing clean linen, cabinets or racks should be installed, the shelves of which are covered with oilcloth or plastic, and in rooms for storing dirty linen, floor racks with a height of 30 cm or wooden chests, painted with light-colored oil paint, sinks with cold and hot water supply ...

6.5. The floors in the linen rooms are covered with linoleum, plastic or metlakh tiles.

6.6. Additional bedding sets (mattress covers, pillows, woolen blankets, etc.) are stored in special cabinets of the duty personnel.

6.7. When accepting and dispensing clean and dirty linen, one and the same employee provides for the presence of two different dressing gowns for work (when receiving and sorting dirty linen, personal protective equipment must be used: kerchief, dressing gown, rubber gloves). After receiving dirty linen, the employee should wash his hands and change the dressing gown.

6.8. The central linen room, storerooms where clean and dirty linen is located must be cleaned daily: racks (cupboards) or chests, tables for staff are wiped, floors are washed; General cleaning is carried out weekly with washing of walls, doors and removal of dust from the ceiling.

6.9. There should be no foreign objects and personal belongings in the office premises.

6.10. The washing of linen of those living in the absence of a laundry can be carried out by maids or a specially assigned employee only in a specially equipped room. It is strictly forbidden to wash linen in rooms and service areas.

6.11. If there is no laundry in the hotel, the administration must conclude an agreement for washing clothes with the city's laundry factory.

Vii. Personal hygiene requirements for personnel

7.1. The volume and frequency of medical examinations are determined by order of 09.29.89 N 555 "On improving the system of medical examinations of workers and drivers of individual vehicles."

7.2. The administration of the enterprise, together with the sanitary service, must conduct a cycle of classes according to the sanitary minimum, followed by passing the test before starting work. In the future, the frequency of conducting classes is determined by the administration in agreement with the Sanitary and Epidemiological Service based on the specific situation at the facility.

7.3. The contingent, subject to mandatory preliminary upon admission to work and periodic medical examinations, must have a personal medical record of a single sample with the results of hygienic certification, preliminary upon admission to work and periodic medical examinations, preventive vaccinations.

7.4. To carry out medical examinations, the administration must conclude an agreement with the relevant medical institution.

7.5. On each floor of the hotel, a first-aid kit must be completed in accordance with order N 429 of 23.04.80.

7.6. In each hotel, the administration establishes internal regulations, ensures peace, rest for residents and service personnel and proper sanitary order.

7.7. Each hotel should have a sanitary journal or a folder with acts of the results of the hotel survey, the instructions of the sanitary service, the results of laboratory tests, etc., with the attachment of extracts of sanitary rules or a complete set.

Summary of the topic

6.1. Historical development of the hotel business

The historical development of hotel service began with the Roman Empire and Ancient Greece. The huge territory of the empire, the need for Roman officials to visit individual provinces, trade relations with neighboring states, the strict class structure of the Roman state had an inevitable impact on the network of inns and taverns. With the collapse of the empire, inns also fell into decay, and only with the onset of the late Middle Ages (500–1300), and especially during the Renaissance, trade and travel began to revive again.

The evolution of the hotel industry in countries of all continents followed the "inn - hotel" scheme. The time span was calculated up to several centuries, which can be clearly seen in the development of these services in America. The first coaching inn on the American continent appeared in 1607, the first commercial hotel in 1974, and it was not until 1828 that the Tremont Hotel opened in Boston, the first I-class hotel in the United States to become a role model. The turning point in the hotel business was the opening in 1908 of the Buffalo Statler Hotel. The new owner, Eleworth Statler, has completely restructured and organized this enterprise, focused exclusively on businessmen. Part of these amenities were door locks, running water, switches at the door, toilets and bathrooms in every room, and a free morning newspaper.

In Russia, hotels originally existed in the form of inns

premises for the night with a courtyard for horses and carriages passing by (usually with an inn) and monastery households - inns for monks and embassies arriving in Moscow. In the 16-17 centuries. most of the farmsteads in Moscow were concentrated in Kitai-gorod - the Novgorod courtyard, the Trinity courtyard (Trinity-Sergius monastery).

The very first hotels were opened in Moscow in the middle of the 18th century. In the late 18th and early 19th centuries. special buildings were built for hotels according to the design of the architect V.P. Stasov on the Boulevard Ring, on the squares of the Prechistensky, Nikitinsky, Sretensky and Pokrovsky gates. At the beginning of the 19th century, there were 7 hotels in Moscow, by the middle of the 19th century there were already several dozen. In the second half of the 19th century, "furnished rooms" appeared. By the beginning of the 20th century. in Moscow, there were already about 40 hotels, among them "National", "Metropol" and others. The largest were "Grand Hotel", "Boyarsky Dvor", "Novomoskovskaya", "Europe", "Slavianski Bazar". In the early 20s, late 30s. construction of the first Soviet hotels began ("Severnaya", "Moscow", "Kievskaya", etc.). By 1940, there were 12 hotels in Moscow with 4,000 beds. However, during the Great Patriotic War, many cities in our country were destroyed and burned. The entire national economy suffered significant damage, especially in the temporarily occupied territory.

The hotel industry was also significantly affected. Nevertheless, in the post-war years, in these difficult conditions for the country, the opportunity was sought to allocate funds not only for the restoration of destroyed hotels, but also for the construction of new ones. By the mid-50s. complexes of hotels in Moscow were built: "Altai", "Vostok", "Zarya", "Ostankino", "Ukraine" and "Leningradskaya". Already in 1960, there were 1,476 hotels in the Soviet Union in 1,364 cities, the capacity of which reached 143,700 beds. Between 1960 and 1975, the number of seats increased by 30%. As a result, by 1980, the hotel industry in the USSR numbered about 7,000 enterprises, and their one-time capacity exceeded 700,000 places. At the same time, 65% of the hotels were under the jurisdiction of the municipal bodies of local councils. Along with the development of the material base of tourism in the traditional tourist regions of the country, much attention is paid to expanding the networks of hotels, campings, boarding houses in the Urals, the Far East, and Siberia.

6.2. The current state of the hotel business in Russia and abroad

Today, there are 190 thousand accommodation companies in the world, of which 30 thousand

Hotels of various levels. The annual turnover of the hotel business exceeds $ 250 billion. Thus, the income of the enterprises of accommodation in Europe - $ 80 billion, North and South America - $ 68 billion, Asia - $ 30 billion, Australia - $ 12 billion, Africa - $ 10 billion. In terms of the number of hotel beds in 1996, 38% are in Europe and 35% in America. The dynamic development of tourism has spurred the expansion of the hotel network and the number of places in them. The number of rooms in the Asia-Pacific region and the Middle East is growing especially rapidly, where the number of hotel beds increased by 29 and 20%, respectively, compared to 1992.

As for Russia, in 1999 the total number of hotels, motels and hostels for visitors was 4225 with 358 thousand beds. Compared to 1992, the total number of these accommodation facilities decreased by 37.9%, and their capacity - by 26.2%. If before the transition to market relations, almost all hotels were in state and trade union-cooperative ownership, now 1236 enterprises are privately owned, 752 - mixed Russian property, 109 - joint Russian-foreign property, 8 - completely foreign property. The state and municipalities at this stage owned 35.2% of all accommodation enterprises. Of the total number of accommodation facilities, state statistics singles out hotels proper, they make up 3387. In the structure of hotels by class, hotels of the category 1–3 stars (87%) prevail, while 4–5 stars account for 13%. The vast majority of luxury hotels are located in Moscow and St. Petersburg. As for the sanatorium-resort base, in 1992 there were 6,931 sanatorium-resort organizations and rest homes in Russia for 1,084 thousand places. In 1998, their number was reduced to 4525, and the capacity to 732 thousand seats.

In 1999, accommodation facilities in Russia received 15,021.1 thousand people, including Russians, 82.8% of them, citizens of the CIS - 6.9%, visitors from non-CIS countries - 10.3%. The guests made a total of 43489.1 thousand overnight stays. The main place among the visitors was taken by citizens from Russia and the CIS countries with professional and business purposes, in the second place - leisure and recreation, for this purpose there were more foreign citizens than citizens of Russia and the CIS countries.

In general, the following factors are noted in the demand for hotel accommodation:

50% are business travel;

40% of trips - rest;

10% - looking for work, visiting relatives, friends.

Assessing the economic activity of hotel enterprises, it should be noted that the occupancy rate was 33%, that is, it returned to the level of 1996. In 1999, the decline in the volume of production of hotel services was combined with a constant growth in the value of production of services, primarily due to higher prices.

The revenues of the hotel industry amounted to 14.1 billion rubles last year. Russian hotels are characterized by a very modest role of catering services in generating income. For this period, they accounted for 15%, while the sale of rooms - 73%.

It should be noted that today the problem of increasing the comfort of rooms remains very urgent. The quality of the services provided at the accommodation enterprises is evidenced by the fact that 81.2% of these enterprises did not dare to undergo voluntary certification. Basically, hotels that are in joint Russian-foreign ownership agreed to this procedure. For example, abroad, anonymous auditors of the association of 125 luxury hotels in 25 countries of the world assess the quality in 2 days, answering 1600 questions, including 5000 subparagraphs.

6.3. Accommodation classification

When classifying accommodation facilities, various systems are used, of which there are more than 30.

Depending on the purpose, service features, all enterprises are classified according to:

· location:

Urban;

Outside the city;

Roadside;

Hotels located on the water;

· forms of ownership:

Municipal;

Departmental (ministries, concerns);

Public organizations;

Private;

Jointly with foreign capital;

Fully foreign capital;

Mixed as part of Russian ownership;

Capacity:

Small (at least 100 beds);

Medium (100-150 places);

Large (more than 500 seats);

Purpose:

Business hotels;

Resort;

Operating mode:

Round the clock;

Seasonal;

Mixed action.

Accommodation facilities for tourists in Russia - any object intended for temporary accommodation of tourists (hotel, camp site, etc.)

In accordance with the State Standard of the Russian Federation (GOST - R 51185-98), all accommodation facilities are subdivided into collective, specialized and individual ones, which unite the corresponding accommodation enterprises.

So, collective accommodation facilities include: hotels, motels, clubs with accommodation, furnished rooms, hostels, boarding houses.

Specialized accommodation facilities are, in fact, collective facilities, but with specific features: dispensaries, sanatoriums, labor and recreation camps, congress centers, public means of transport (trains, yachts, cruise ships), hunter's houses, land water transport, transformed for accommodation facilities. Individual accommodation facilities are apartments; rooms in apartments, houses, cottages for rent.

According to the WTO definition, hotels are collective accommodation facilities,

consisting of a certain number of numbers with a single guide,

providing specific services (room service, cleaning of rooms and bathrooms) and grouped by services and available equipment.

According to the "Rules for the provision of hotel services in the Russian Federation", approved by the Government of the Russian Federation of 25.04.97, No. 490, a hotel is a property complex (building, part of a building, equipment and other property) intended for the provision of services.

Hotel classifications are also diverse, as well as classifications of accommodation facilities (Table 1).

End of table 1

In addition, there are a number of foreign hotels:

· Rotel - hotel on wheels;

Aquatel - a ship at the berth and intended for accommodation

clients:

Botel - a small hotel on the water;

Flotel - a large hotel - "resort on the water", where vacationers are provided

water skis, boats, fishing gear, underwater sports, etc .;

· Flytel - “flying hotel” - air hotel.

6.5. Evaluation criteria for hotel enterprises

All hotels, depending on the size and types of residential and office space, equipment, the level of comfort of rooms and public spaces, services provided and other factors, are classified into categories and categories. The purpose of the classification is to determine whether a particular hotel and rooms meet established criteria or service standards. Numerous attempts to develop an international classification of hospitality businesses have been unsuccessful. Each country has its own local approaches to classification, and in the United States, placement requirements differ even by state.

In general, hotel classifications can be divided into two main groups. The first group is the "star" system, which is based on the French national classification. According to this system, the category of hotels is established by assigning a certain number of stars (from 1 to 5). It is common in France, Austria, Hungary, China, Russia, Egypt.

The second group is based on the Indian system (ballroom), it is based on the assessment of the hotel by an expert commission.

Under the "star" classification system, the following hotel parameters are assessed:

· Characteristics of the room stock, namely the area of \u200b\u200brooms, the proportion of single rooms, one-room and multi-room, the availability of amenities in the rooms and on the floors, the comfort of the rooms (the minimum number of rooms for all categories of hotels is set from 7 to 10).

· Equipment and interior decoration;

· Information support, including the availability of telephone, telefax and teletype communication;

· Availability and characteristics of elevators;

Characteristics of public premises, cinema, concert and conference rooms,

halls, premises for business meetings, recreation, sports, etc .;

· The presence and characteristics of catering establishments: a restaurant, a canteen, a grill bar, a cafe, buffets, etc;

· Ensuring the possibility of providing trade services, consumer services and other additional services;

· Characteristics of the building, access roads, infrastructure development;

· Arrangement of the territory adjacent to the hotel.

6.6. Requirements for accommodation facilities in Russia, and

In the Russian Federation, according to GOST R 51185–98 “Tourist services. Accommodation facilities. General requirements ”the following basic requirements are imposed on accommodation facilities.

1. Accommodation facilities must have:

Convenient access roads with necessary signs, paved pedestrian

Landscaped and well-lit adjacent territory in the evening;

A hard-surfaced area for short-term parking of vehicles and the necessary reference and information signs.

2. In residential and public premises there should be:

Lighting - natural or artificial;

Cold and hot water supply and sewerage; in areas with disruptions

water supply, it is necessary to provide a minimum supply of water for at least a day, and water heating;

Heating that maintains the air temperature in residential premises not lower than

Ventilation (natural or forced) to ensure circulation

air and excludes the penetration of foreign odors into living quarters;

Telephone communications;

Passenger lift (if required).

3. The living room should contain:

Furniture (bed, bedside table, table, chair, wardrobe), inventory (bedside rug,

mirror, etc.) and bedding by the number of residents;

Thick curtains or blinds to darken the room;

Broadcasting network;

Ceiling (wall) and bedside lamps, power sockets with voltage indicator;

Door locks with internal safety lock.

4. The bathroom in the room must be equipped with a washbasin, toilet, bath or shower. In the absence of a bathroom in the room, accommodation facilities must have common sanitary facilities (at the rate of 1 toilet, 1 washbasin and 1 shower for no more than ten people, separate for men and women).

5. Collective accommodation facilities for tourists should include:

Consumer service room, place for washing and drying clothes with the necessary equipment and supplies;

Room for the provision of catering services or points for self-catering;

A room or part of a room for watching TV programs and other cultural events;

Luggage storage;

Devices for convenient access for disabled people: inclined ramps at the entrance doors for wheelchair access, elevators, specially equipped rooms and a toilet.

6. Service personnel providing accommodation services must be qualified for the job. The staff should create an atmosphere of hospitality, comfort, show benevolence and courtesy.

7. Tourists living in collective accommodation facilities must be provided with a minimum range of services:

24/7 reception;

Catering services or facilities for self-catering;

Daily cleaning of the living room (including making the bed) and bathroom (except

hostels, labor and recreation camps, tourist shelters, parking lots, camping);

Change of bed linen - at least once a week, change of towels - at least once every three days;

Sending, receiving and delivery of letters and telegrams;

Storage of valuables, luggage;

Medical assistance: calling an ambulance, using a first aid kit;

Tourist information.

Depending on the type of accommodation facilities, services can vary, be supplemented. Specialized accommodation facilities, in addition to providing accommodation services, provide health-improving and therapeutic services, sanatorium services, tourist, sports and others in accordance with their specialization. Ensuring security is one of the important problems of hotels, which is being solved today with the help of new technologies. Travelers around the world now demand a higher level of safety than before. Currently, there are three types of systems: television surveillance systems, access control systems, and burglary protection systems (cameras, locks and sensors). Another effective tool is in-room electronic safes.

6.7. Modern forms of management of hotel enterprises

At the present stage, it is problematic to assert why hotel chains

gained such popularity. Nevertheless, experts cite a number of reasons for the search for new forms of management of hotel enterprises. Among them are the following. If in 60-70 years. XX century Galloping inflation allowed hotels to overcharge prices for their services, the fight against it deprived them of such an opportunity. Other reasons include high competition on the most popular destinations and the economic downturn, which has led to a decline in tourist arrivals. Thus, these factors led to the search for new forms of management by hotels.

The hotel chain is the unification of several hotel enterprises into a collective business under a single management and a single brand.

The advantages of hotel chains are obvious both for the hotels themselves and for the customers, since in this case the consumer clearly understands the quality of a well-known brand.

The most popular hotel chains are Hyatt Hotels, HolidayHospitality, Hilton Hotels Corporation, Sheraton Hotels and others.

However, you can enter the hotel chain as an associate member. In this case, it is not a collective business. The franchise agreement is used here.

Franchising according to the International Association of Franchise Organizations

(IAFO) is a long-term relationship in which the franchisor provides a legally protected right to engage in certain business activities, as well as assistance in organizing these activities, training, implementation and management for remuneration from the franchisee.

In franchising, the franchisor undoubtedly expands the market for its services, which is more significant for him than the remuneration from the franchisee. The franchisee reduces the costs of promoting his product, as he uses the promoted brand, sign, know-how, and also minimizes the risk of his activities in the first years of operation.

6.8. Organizational structure of the hotel and characteristics of its divisions

The organizational structure of the hotel is a reflection of the powers and responsibilities that are assigned to each of its employees (Fig. 2).

The first line of defense in the hotel is the porter service, the main functions of which are booking, accommodation, registration at entry and exit, and settlement with clients. In addition, this service is the main information center of the hotel.

The doorman service usually includes a doorman service (meeting arrivals, transferring luggage to the lobby) and a messenger service (seeing the guest to the room, delivering luggage to the room).

There is a number of hotels, four- or five-star, a steward service, whose duties in the classic sense of this position include providing each room with fresh towels, giving the room an elegant look.

It should be understood that the organizational structure can be different. This is influenced by such factors as the organizational and legal form of the enterprise, the type of hotel, the variety of services provided, the number of personnel.

Figure: 2. Organizational structure of the hotel enterprise

Previously, the word "businessman" made the average person imagine a respectable man in a suit driving an expensive car. However, today one sixth of the country's population is engaged in business. Some trade in the market, others are engaged in large and risky investments. (See How to make money on). This article will focus on the opening of a mini-hotel or hotel, below is an example of a business plan for a hotel for 24 rooms (44 places to stay).

Building for a hotel or hotel

Hospitality: how to open a mini hotel, hotel

Today the hotel business is quite stable and profitable. You can start earning income from the hotel business in any region of the country. It is the safest type of business. An investment in a (mini) hotel or hotel will be a guarantee of permanent income, but only if a knowledgeable person is involved in the hotel.

The creation of a hotel should begin with the choice of premises. It is best to build or buy a suitable building, because renting it for a long time is far from the best idea. (Business ideas for a small town, see). The building on several floors is perfect for creating a small mini-hotel. A well-designed hotel business plan is needed for many purposes:

1. It is used as a ready-made presentation for investors.
2. It is constantly used for internal use as the main management tool.
3. It is necessary to determine all costs, risks, "pitfalls". Roughly helps to calculate the future income of the business and its prospects.

Description of the business plan for a three-star hotel with 24 rooms

Purpose of the project: open a 3-star hotel with 44 beds (24 rooms)

Objective of the project: service and accommodation for a comfortable stay of guests of the city, tourists.

Demand: In Russia, the demand for hotel services is constantly growing. There are many reasons for this: the jump in the tourism business in Russia, the increased influx of foreign tourists, the opening of large enterprises jointly with other countries, the holding of exhibitions and seminars throughout the Russian Federation.

Given the deteriorating quality of the environment, hotels located in clean, untouched corners of nature, far from civilization, are becoming more in demand.

Marketing campaign: To ensure a sufficient number of clients, the hotel will be advertised using printed publications (newspapers, magazines), leaflets with advertising information about the new hotel, and the Internet. Also, agreements will be concluded with several travel agencies to advertise our hotel to tourists.

Hotel production plan

The area of \u200b\u200bthe hotel is 1200 square meters. Includes 24 rooms for accommodation, of which:

• Deluxe rooms - 4 pcs.
• 2-seater - 16 pcs.
• 1-seater - 4 pcs.

The hotel also has entertainment facilities:

• Cafe;
• Restroom;
• Billiards.

The financial side of the hotel business plan

The duration of the calculation period is 2 years (building construction time) plus the time of subsequent operation.

A) The total amount of investments - 18 - 24 million rubles:

• construction of the building - 800 thousand - 1.2 million rubles.
• arrangement of the territory, construction of a parking lot - 3 million rubles.
• design and pre-design work - 11.4 - 14 million rubles.
• purchase and installation of equipment - 2.8 - 4.8 million rubles.

It is necessary to take into account the possible unplanned expenses.

B) Operating costs will consist of:

• Salaries and transfers to social funds.
• Operating costs.
• Spending on repairs, hotel maintenance.
• Possible tax for the use of the land.

The salary of the employees (manager and six to seven employees of the service personnel) will amount to 1.44 million rubles. in year.

Operating costs consist of payments for electricity, water and heat supply. This also includes the purchase of food and detergents, payment for communications, etc. The cost of operation will be 800 thousand - 1 million rubles. during the accounting period of hotel operation.

C) Main sources of income:

• Income from rental of rooms - 6 - 7 million rubles,
• Income from food and drinks 1.4 - 1.8 million rubles.

Additional sources of income:

• Billiards - 100-200 thousand rubles.

The total annual income of the hotel (hotel) will be: 7.7 - 9.5 million rubles.

The project will pay off in 5 years, profitability - 60%. Using discounting in determining the payback period, we can name the figure at 6 years.

The discount rate in a market economy depends on the percentage of the deposit on deposits, but in practice, more often than not, increased values \u200b\u200bare used, taking into account the unstable economy and investment risks.

Over time, the scope of hotel services can be significantly expanded by adding several innovations:

• Pool;
• Sauna;
• Summer cafe;
• Playground for children;
• Bowling;
• Massage room.

This example of a hotel business plan will help you open a mini hotel (hotel), as well as take a bank loan for business. Good luck to you!

The use of copper for the manufacture of dishes is strictly prohibited due to the high toxicity of some of its compounds.

In addition to metal dishes, ceramic, porcelain, earthenware and plastic dishes are used.

Dishes with chipped edges and cracks are not allowed to use.

The main requirements for the culinary processing of food products are: maximum preservation of their nutritional value, exclusion of contamination and complete neutralization.

All the variety of technological processes for the manufacture of dishes and culinary products at public catering enterprises can be divided into two stages - mechanical culinary and thermal processing. The purpose of mechanical processing is to obtain semi-finished products used for cooking dishes and culinary products. This processing of raw materials involves defrosting food, removing various contaminants, inedible parts, washing, dividing food into parts that differ in nutritional value, giving them the appropriate shape and size.

Mechanical culinary processing of food products significantly affects the quality of finished culinary products. Therefore, it should be carried out in such a way as to preserve the nutritional value of products to the maximum, ensure the good quality of culinary products, and prevent microbial contamination of semi-finished products.

After mechanical culinary processing, a significant number of various microorganisms still remain in the products, including pathogens of infectious diseases, food poisoning, and also eggs of worms. The death of microorganisms begins after 50-60 C and above. However, food (especially inside) takes a long time to warm up to this temperature. Therefore, in some cases, not all microbes (especially thermophilic forms and spores) die when the product reaches culinary readiness. And since cold dishes and snacks are naturally not heated before use, the likelihood of pathogens getting on them increases. Therefore, it is recommended to prepare these products immediately before use or store them at low temperatures, but also not for long. Unsold prepared food is cooled and stored at a temperature not exceeding 6 C for no more than 12 hours.

Sanitary and Hygienic Requirements for Enterprises in the Hotel Industry on the Example of the Hermitage Hotel

Characteristics of the Hermitage Hotel

The Hermitage Hotel in Yekaterinburg is an example of a truly healing country establishment, where you can get away from all the negatives of city life as much as possible, admiring the view of the beautiful forest Shartash lake from the windows. Even the street on which the Hermitage is located is called Rest Street, which means that the place is really like that.

The hotel was opened in 1999.

The Hermitage Hotel has 24 rooms on three floors, the comfort, decoration and service in which correspond to the 3 * category. The hotel is located in the city of Yekaterinburg, in the Kirovsky district, on the shore of Lake Shartash. Its pride is its own park, which covers an area of \u200b\u200b18 hectares: weddings and other equally significant celebrations are very popular in this place. Nearby attractions include the Puppet Theater and All Saints Temple.

The hotel has rooms overlooking the lake or the famous hotel park. By category, the rooms are divided into "1st category", "Studio", "Business suite" and "Suite". Each room must have a telephone, TV, refrigerator, mini-bar, air conditioner, hairdryer, bathrobe and slippers. The rooms are of a category higher, in addition, there are transformable beds, dressers, desks and showers with hydromassage. Some rooms have balconies.

Additional services:

The hotel, in view of its advantageous location, offers a huge list of additional services. The Hermitage has its own water supply system, the source of which is an artesian well.

The hotel has an excellent, well-equipped 50-seat conference room with multimedia technology, screen and projector. The hotel offers a restaurant with 35 seats. Selected dishes of European and traditional Ural cuisine are prepared here, and such celebrations as weddings and anniversaries are often held. There is a bar, a Finnish sauna, a massage parlor.

The highlight of the Hermitage Hotel is a house with a fireplace in a forested area. It is rented to both hotel guests and city residents. There is a barbecue near the house, and you can comfortably spend an evening with friends or with a loved one. The entire territory of the hotel, including the park, is guarded around the clock.

Maintenance of linen facilities at the Hermitage Hotel

in the hotel "Hermitage" they make a change of linen:

· Bed linen once every 3 days;

· When settling in foreigners - daily;

· Change of towels - daily.

Since the hotel has only 24 rooms, there are only two rooms for storing linen in the hotel.

These rooms contain clean and dirty linen. The premises are faced with glazed tiles. In the room for storing clean linen there is a wardrobe and a rack, the shelves of which are covered with oilcloth, and in the room where dirty linen is stored - floor racks painted with light-colored oil paint, a sink with hot and cold water supply.

In addition, there is a laundry and dry cleaning service, which are located in a single functional block. The performance of the technological equipment corresponds to the capacity of the hotel - 24 rooms, and its placement provides free access to them. For the transportation of linen, trolleys are used, made of a material that can be easily treated with disinfectants; they are marked or differ in shape and color. The laundry uses only those detergents that have hygiene certificates.

Maintenance of premises in the Hermitage Hotel

During the construction and decoration of the premises of the Hermitage Hotel, we used environmentally friendly and safe materials that have passed hygienic certification and have a certificate of conformity.

All hotel premises are protected from ionizing and high-frequency radiation, including from internal sources (medical, kitchen, technical equipment, etc.).

All hotel rooms are carefully cleaned by a special staff of maids and cleaners.

When cleaning hotel premises, cleaning devices, cleaning equipment and cleaning materials are used.

They carry out such interrelated types of room cleaning as daily routine, intermediate (if necessary) and general.

Rooms are cleaned daily in the following sequence:

· Ventilate the premises for 20-30 minutes in winter through a transom, a window, in summer through open windows;