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Hotels
The services given in hotels, are subdivided into the basic and additional. They can be free-ofcharge
and paid.
Services concern to the basic services: residing and a feed according to «Rules of granting of
hotel services».
Without additional payment following kinds of services can be given to visitors: a call of first
aid; using the medical first-aid set; delivery in number of the correspondence after its reception;
pobudka by certain time; granting of boiled water, needles, nitok, one complete set of utensils
and tablewares.
The list and quality of granting of paid additional services should correspond to requirements to
the appropriated hotel of a category.
The most widespread: excursion service; the order of services of guides-translators; the
organization of sale of tickets for all kinds of transports; the organization of sale of tickets in
theatres, circus, on concerts, etc.; the order of motor transport under the application of visitors; a
call of a taxi; a car hire; the order of places at restaurants of city; purchase and delivery of colors;
sale of souvenirs, cards and other printed matter; repair of footwear; repair and glazzenie clothes;
washing and a dry-cleaner of clothes; using a sauna; services of a hairdressing salon; services of
buffets, bars and restaurants; rent of a conference hall, halls of negotiations; services of business
center.
At rendering services important is not only their quantity, but also quality. Therefore in many
hotels living at departure ask to fill small questionnaires.
The filled questionnaires usually surrender together with keys in service of reception and
accommodation, and then them study in service of marketing and advertising.
The administration of hotel analyzes the lacks revealed in work of separate services, and takes
measures for their elimination.
Consumer services is directed on satisfaction of needs of the visitors who have arisen during
their hotel accommodation.
The system of the measures providing a high level of comfort, satisfying various household and
economic inquiries of visitors, refers to as service in a hotel facilities.
Service can be very different – from fast and professional registration by service of reception
before excellent job of the sanitary equipment. Each part in a circuit of service important.
Rendering any services, the personnel should show a step and a correctness. Service needs to be
built not only by a principle of demand (that the visitor wants), but also by a principle of the
offer (the hotel offers all new and new services which can render, and the visitor chooses, it is
necessary to it or not). But it is impossible to impose services (can be, that impose to it is not
required to the visitor and consequently it does not wish to pay more).
The list of services depends on a category of hotel. Not in all hotels there is an opportunity to
organize consumer services of visitors and to give to them the full list of services. But
everywhere should aspire to that the set of services completely answered inquiries of visitors.
All work on the organization of services should be thought well over and organized. The
enterprises rendering services, should be placed in an accessible place (more often on a ground
floor). In a lobby, on floors, in numbers there should be an information on that as well as where
to receive services, business hours should be convenient for visitors.
The structure of services on consumer services includes the following:
Urgent washing and dry-cleaner, repair and glazzenie personal things (in number in a folder with
advertising there are forms of orders for washing and cleaning of clothes. In the same place there
are instructions how to hand over clothes in washing: if the visitor wishes to hand over clothes in
washing or cleaning, it should put it in a package and hang out the special tablet on the handle of
a door of number or tell about it the person on duty on a floor). Such service can render in hotel
Al-Farabi KazNU Hotel Business Uvarova A.K.
where there is a laundry In hotels of lower category it is possible to take an iron for rent. The
visitor himself irons in number or a special room where there is an ironing table. In many hotels
there are shoe repair shops. In halls of high quality hotels devices for a shoe-polish cost. In
numbers there are brushes for a shoe-polish and clothes. For storage of things and values of hotel
give left-luggage offices and safes in numbers or at the manager. In hotel unloading, loading and
delivery of luggage in number messengers who are paid by the tip will be organized. Also the tip
pays delivery of a feed in number. At additional expense in hire the hotel can give to the visitor
the TV, utensils, sports stock, etc., to make fine repair of hours, electrorazors, radio-, kino-,
photoequipments; photoworks.
Usually in each number in a folder with advertising there is a paper for letters, the envelopes,
special tablets which can be hung out on a door if the visitor asks to wash, clean number or
simply does not want, that it disturbed.
see more http://www.ufontana.com/english/articles/service
Average Daily Rate (commonly referred to as ADR) is a statistical unit that are often used in the
lodging industry. The number represents the average rental income per paid occupied room in a
given time period. ADR along with the property's occupancy are the foundations for the
property's financial performance. The ADR can be calculated by dividing the room revenue by
the number of rooms sold.
ADR is one of the commonly used financial indicators in hotel industry to measure how well a
hotel performs compared to its competitors and itself (year over year). It is common in the hotel
industry for the ADR to gradually increase year over year bringing in more revenue. However,
ADR itself is not enough to measure the performance of the hotel. One should combine ADR,
occupancy and RevPAR (revenue per available room) to make a sound judgment on hotel
performance. Recently, some hotels have adopted a new concept called BAR [best available rate]
in addition to ADR.
Average Daily Rate formula is rooms revenue earned divided by number of rooms that earned
revenue. House use and complimentary rooms are excluded from the denominators.
Al-Farabi KazNU Hotel Business Uvarova A.K.
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