1.1 Importance of tourism and hospitality infrastructure development

Under the infrastructure of tourism and hospitality understand the totality of the general conditions for the production of tourism products. When disclosing the content of the concept "general conditions of production", the opinions of specialists differ. Some imply activities or objects that provide the main technological process, others - the entire technological process, others - the technological process plus managerial actions necessary for the formation of a tourist product. It is the latter that best meets the complex content of the concept of "tourist product".

Infrastructure acts as an obligatory component of the socio-economic system "tourism and hospitality". For the timely, high-quality and complete satisfaction of the needs of the population in tourism, advanced technologies and effective infrastructure management, oriented towards high end results, are required.

Infrastructure elements can be classified according to different criteria.

1. According to the criterion of spatial belonging, we single out international, national, regional and urban infrastructures.

2. According to the criterion of the field of activity, technological, managerial and social infrastructures are distinguished.

3. According to the criterion of the time factor (in comparison with the receipt of a tourist product), one should single out a synchronous, advanced, late infrastructure.

The availability of the tourist resource, the comfort of the tourist's stay at the place of visit is ensured by the developed infrastructure. The functioning and development of the tourism and hospitality industry, in turn, act as an important element of the country's socio-economic system, requiring large investments and bringing considerable income to the state and entrepreneurs.

Tourist accommodation facilities are any facilities that provide tourists occasionally or regularly with a place to stay overnight. As additional conditions, the following are accepted: the total number of overnight stays exceeds a certain minimum; the property has a guide; facility management is based on a commercial basis. The hotel is designed to create comfortable conditions for a tourist's overnight stay and provide him with a number of additional services. The hotel building is a multifunctional building and contains technologically sophisticated equipment.

Construction and reconstruction of the hotel building requires large investments. The investment cycle of creating a hotel includes: formation of an investment portfolio, justification for the need to create a hotel, engineering preparation of the construction site, construction, installation and commissioning, development and commissioning of the facility.

Identifying the needs for hotel rooms is a difficult problem. An important guideline in the calculation of the one-time capacity of hotels is the dynamics of incomes of the population, the importance of the region, as well as the peculiarities of the regional development of business activity, the entertainment and recreation industry, and the transport system.

The purpose of the catering business is to satisfy human needs for food. The process of eating food coincides with the processes of communication, entertainment of people. The choice of the location of the catering enterprise, with successful planning, increases its turnover by 30%. The main activity of the catering enterprise is the preparation and sale of food. For the entertainment of visitors, comfortable catering establishments invite musicians and artists.

When studying the quality of customer service, three components should be distinguished: the characteristics of the quality of cooking (taste and appearance of the dish), the duration of service, and the actual quality of work performed when serving visitors.

1.2 Organizational and legal framework for doing business in the tourism industry

The tourism business is a set of business relations of enterprising people in order to meet the demand of consumers of its services and make a profit. It is carried out by individuals, enterprises or organizations for the extraction of natural benefits, the production or purchase and sale of goods or the provision of services in exchange for other goods, services or money. In tourism, a product is understood as both a comprehensive tour and individual services: transport, hotel services, sightseeing, animation, insurance, etc. A tourist product consists of three parts: a tour (tourist trip along a specific route); tourist and excursion services (accommodation, meals, transport, excursion programs and other services on the route related to the purpose of travel) and consumer goods.

Business is an open system characterized by constant interaction with the external environment. The external business environment is all the conditions and environmental factors that affect the functioning of the enterprise and require its appropriate response. Business as an open system depends on the external environment in terms of the availability of resources, personnel, consumer services (hotel, tourism, etc.).

The main groups of factors of the external environment of the tourist business are:

the economic environment;

· scientific and technical progress;

· political and legal environment;

social and cultural conditions;

The demographic environment

natural and geographical environment.

The economic environment of a business characterizes the conditions for its organization, functioning and efficiency. We are talking about the purchasing power of the population, which depends on the level of current incomes and prices, economic recovery or recession, unemployment rate, tax system, etc. The external microenvironment in the tourism and hotel industry includes suppliers of various resources, buyers of the product of enterprises in this industry, intermediaries and competitors . The main elements of the external business microenvironment are resource and consumer markets. The first includes labor, capital, land, information, services, and infrastructure markets. Secondly, the markets for tourism and hotel services. The main characteristics of those and other markets are demand, supply, price.

The internal business environment includes those conditions for the production and sale of a tourist (hotel) product that can be regulated by enterprises in the process of in-house planning and management. The internal environment of the enterprise includes the structure of the enterprise, its goals and objectives, the technology for the production of tourism (hotel) services and people with their abilities, needs, qualifications.

The goals of the enterprise determine the specific end state or desired result that the workforce of a particular enterprise strives for, working together. The structure of an enterprise is a logical relationship of management levels and functional areas, built in a form that allows you to most effectively achieve the goals of the enterprise. When building the structure, they are guided by the rational division of labor in the enterprise, the horizontal division of labor. This allows the production of much more tourism (hotel) services than if the same number of people worked independently. On the basis of the horizontal division of labor, structural divisions of enterprises are created that perform specific specific tasks. The vertical division of labor is carried out for the corporation of the general labor process in the enterprise.

One of the directions of the division of labor in the enterprises of the hotel and tourism industry is the prescribed work, a series of works or part of the work that must be performed in a predetermined way within a predetermined time frame. By decision of the management on the production structure, each position includes a number of tasks that are considered as a necessary contribution to the achievement of the objectives of the enterprise. There is an opinion in business that if the task is performed in the prescribed manner and within the specified time, the tourism (hotel industry) enterprise will successfully operate in the market for similar services.

One of the internal variables of a business is its technology. It is defined as the combination of skills, equipment, tools and related technological knowledge needed to bring about the desired transformations in materials, information or people.

People are the central success factor in any hospitality and tourism business. Understanding and successfully managing human resources is quite difficult. Human behavior in society is the result of a complex combination of individual characteristics of the individual and the external environment.

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Ministry of Education and Science of the Russian Federation

Institute of transport management in the tourism industry and international business.

SETTLEMENT AND EXPLANATORY NOTE

To the course project

By academic discipline

"Tourism and Hospitality Infrastructure"

Completed:
student

Checked by: Kormishova A.V.

Pass mark: ___________________

Moscow - 2012
Ministry of Education and Science of the Russian Federation
Federal State Budgetary Educational Institution
higher professional education
"STATE UNIVERSITY OF MANAGEMENT"
Institute of Transport Management in the Tourism Industry and International Business.TASK
for a course project

By academic discipline

"Tourism and hospitality infrastructure"

Issued to student __________________________________________________

Course ____ group ____________ department of the institute of transport management in the tourism industry and international business

Transport Network Scheme No. _____ Option No. ______
Develop a technology for serving tourists in a given region

In the amount of ______ thousand people. in a year

Date of assignment issue _______________

Teacher's signature _____________

Moscow, 2012
Introduction
The presence of tourism resources is an important, but not the only component of the tourism industry. The second necessary component is a developed infrastructure.
It consists of the accommodation and service facilities available in the region - hotels, tourist bases, boarding houses and dispensaries, as well as specialized travel companies that provide information and reference support and services for tourists.
Thanks to the emerging infrastructure, tourism resources are being developed, their attractiveness and accessibility for tourists are increasing, the tourist capacity of the territory is increasing (without harm to the environment), and the adverse impact of the natural and climatic conditions of the region is being compensated.
For Russia, the development of tourism is especially important, because. this industry is a favorable environment for the functioning of small businesses that can develop without significant budgetary allocations to attract investment on a large scale and in a short time.
The tourist business stimulates the development of other sectors of the economy:
- construction,
- trade,
- Agriculture,
- production of consumer goods,
- communications, etc.
The current state of the Russian tourism industry can be defined as a "state of unstable equilibrium." It is no secret that the current tourism business exists as a "partial" one, with fuzzy rules of interaction between both professional participants in the tourism market and with the state.
Russia today is interesting for tourists from any country, because. it is a place of refraction and interpenetration of European and Asian cultures.
Under these conditions, it is absolutely right to bet on the development of tourism as a factor capable of solving not only many socio-economic problems of the country, but also ensuring a certain position of Russia among the most attractive countries for tourists in the world.

Assignment for course design
In accordance with the purpose of course design, assignments for course design have been drawn up.
The main initial data for the course project are:
a) a diagram of the transport network of the region, indicating the distances between points;
b) the number of permanent residents in the points of the region;
c) a list of targeted tourism services; d) annual volumes of tourist traffic between corresponding points of the transport network (for the main list of targeted tourism services);
e) annual volumes of arrivals and departures of tourists - consumers of "additional" targeted services for specific points in the region.
The main initial data for the implementation of the course project are given in the variant ...

The quality of a service is a set of characteristics that give it the ability to satisfy conditional or implied needs.

The most important characteristics of a service that ensure its ability to meet certain needs include: reliability; courtesy; confidence; availability; communication; Attentive attitude.

The personnel of enterprises should develop a constant desire to improve the quality of products and services. Quality improvement should be carried out not episodically, but continuously and systematically, becoming one of the most important tasks of the manufacturer. At the same time, it is necessary to ensure the rational allocation of resources, the satisfaction of long-term needs, competitiveness, business growth, employment and the creation of new jobs. It is always necessary to balance quality with price. Train on the job. To organize training directly at the workplace, it is necessary to introduce modern methods of training and retraining at the workplace for everyone, including managerial personnel. Particular attention should be paid to the use of the capabilities of each employee. Give the opportunity to be proud of belonging to the company. Encourage education and self-improvement. Career advancement should be determined by the level of knowledge.

Characteristics of the components of the tourism and hospitality industry.

The hospitality industry includes: accommodation facilities, catering facilities, tour operating infrastructure, transport infrastructure, entertainment industry.

Hotel industry.

The hotel industry is the backbone of the hospitality system. It comes from the ancient traditions inherent in almost any social formation and the history of mankind - respect for the guest, the triumph of his reception and service. Depending on the features of management, hotels can be separate enterprises or form hotel chains. Depending on the specific equipment and features of the services provided, hotels include general hotels, apartment-type hotels, motels, roadside hotels, resort hotels, boarding houses, furnished rooms, tourist hostels, etc., which have a room stock and provide a list of mandatory services.

food industry.

Catering is a hospitality industry enterprise that specializes in preparing food and drinks, serving and providing food to guests. The purpose of the work of catering enterprises is to satisfy human needs for food. The public catering system is formed by restaurants of various classes, bars, cafes and canteens, fast food and self-service outlets that meet the needs of visitors to a tourist center or region. The type of food is always indicated in the composition of tourist services: breakfast, half board, full board. Half board (two meals) may include breakfast and lunch or dinner. Boarding house - three meals a day. Expensive service options may provide for the possibility of food and drinks (including alcohol) all day and even night at any time in any quantity. The idea of the food industry will be incomplete if we ignore the important direction of its work, as the organization of cultural leisure for tourists. The catering company not only performs its direct function of preparing dishes and drinks and serving visitors, but also provides an opportunity to have fun and get vivid and unforgettable impressions. Drinking and gastronomic tours introducing the national cuisine of different countries are especially popular with tourists. During such trips, tourists become familiar with local customs and often become participants in various folklore festivities. Ethnographic restaurants and cafes also do not go unnoticed. In them, the national is manifested in the interior, and in the clothes of the waiters, and in the repertoire of the orchestra, and in the range of dishes and drinks offered.

Tour operator - a legal or individual entrepreneur, carrying out activities on the basis of a license for the formation, promotion and sale of a tourist product.

Usually there are 4 types of tour operators: mass market, specialized market segment, domestic market and foreign market.

Mass market tour operators are the most common type. They sell packages to popular resorts. Transportation of tourists is carried out by charter or regular transportation.

Tour operators of a specialized market segment specialize in providing a specific destination.

Domestic market tour operators sell tour packages within their country of residence, i.e. organize tours in their country.

Foreign market tour operators sell tour packages to different countries.

Transport infrastructure of tourism

Transport service for tourists is one of the components of the tourism industry. Transport infrastructure of tourism - transport organizations involved in tourist transportation. The transportation system, excluding the pedestrian movement of tourists, is determined by the level of technological progress and is stably formed on the basis of the use of:

animals - elephants, camels, horses, donkeys, dogs;

ground mechanical vehicles - bicycle, car, bus, railway;

air vehicles;

water - boats, rafts, river and sea surface and underwater vessels.

Carriers are divided into main and auxiliary, according to the stages of work, their place in the tourism product. The stages of work can be distinguished:

transfer, most often a bus, delivery of tourists to the main carrier at the place of departure, delivery of tourists to the hotel from the airport terminal, train station and similar operations on the way of returning tourists to their homeland;

transportation of tourists over a long distance to their destination;

transportation on bus or rail tours along the route, where the stage of transportation is an integral and main element of the tour, and the means of transportation is most often a place to spend the night, cruise routes should also be included here;

transportation on excursion routes (around the city, in theme parks, etc.);

Entertainment industry

One of the purposes of human travel is entertainment. Having received an overnight stay and meals, the tourist wants to have fun and relax. The ancient Roman thesis of "Bread and circuses" was and remains relevant to this day. Entertainment is not only fun and pleasure, but also a global industry. Entertainment is one of the main motives for tourism, no trip is complete without them. People go on a journey for new experiences, positive emotions and thrills. Most often, entertainment is based on organizing excursions to objects of tourist interest - museums, historical monuments, city or local sightseeing tours, observation of natural phenomena or beautiful landscapes, other educational or recreational activities (shopping and gambling). In resorts and good hotels, special groups of animators are hired to actively entertain tourists.

Under the infrastructure of tourism and hospitality understand the totality of the general conditions for the production of tourism products. When disclosing the content of the concept of "general conditions of production", the opinions of specialists differ. Some imply activities or objects that provide the main technological process, others - the entire technological process, others - the technological process plus managerial actions necessary for the formation of a tourist product. It is the latter that best meets the complex content of the concept of "tourist product".

Infrastructure elements can be classified according to different criteria.

According to the criterion of spatial belonging, we single out international, national, regional and urban infrastructures.

According to the criterion of the field of activity, technological, managerial and social infrastructures are distinguished.

According to the criterion of the time factor (in comparison with the receipt of a tourist product), a synchronous, advanced, late infrastructure should be distinguished.

Technological infrastructure for tourist accommodation

The hotel is designed to create comfortable conditions for a tourist's overnight stay and provide him with a number of additional services. The hotel building is a multifunctional building and contains technologically sophisticated equipment.

The main principles taken into account in the construction of hotel buildings are as follows:

§ a building (or a complex of buildings) should organically fit into the environment, preserving the features of an urban or rural landscape;

§ natural and climatic factors, air temperature and humidity, amount of precipitation, wind speed and direction, etc., should be taken into account;

§ the architectural, constructive and planning solution of the building should ensure the cost-effectiveness of its operation, the main efforts of the designers are directed to a rational combination of current and one-time costs;

§ when designing a building, advertising considerations play a certain role - ensuring the design of the facade, emphasizing the prestige of the hotel, setting records in a certain direction (construction of the tallest building, the most exotic building, etc.), the location of shop windows of hotel shopping centers, etc.;

§ the layout of the building should provide a rational organization of service and appropriate comfort for residents, meet functional requirements;

§ the building must comply with aesthetic, technical, sanitary and environmental standards and recommendations.

§ it is necessary to comply with the conditions of economy of the building construction process.

Hotels are designed on the basis of regulatory and advisory documents; the content of these documents varies by country and hotel chain.

The hotel project regulates indicators of the volume of the building, building area, construction cost, materials, structures, engineering equipment, catering facilities, additional services to residents; the number of places and rooms, as well as the ratio of places placed in rooms of different sizes, is indicated.

When classifying according to the mode of operation, hotels of year-round and seasonal action are distinguished.

When classifying by location, hotels are distinguished located within the city, outside the city, on the water, roadside hotels, etc.

The number of storeys of hotels is different. The more floors in the hotel, the more difficulty arises in the evacuation of people in extreme situations, the greater the changes in equipment and layout should be provided.

According to the level of comfort in international practice, hotels are distinguished by star rating: from the lowest - 1 star to the highest - 5 stars. The characterization of the level of comfort is carried out taking into account not only the state of the material base of the hotel, but also the efficiency of the hotel staff.

The interior of the hotel should have aesthetic and artistic expressiveness, meet the functional purpose of the premises. Along with furniture, bed linen and accessories, table linen, draperies, carpets, carpets need special attention. Color and lighting solutions serve as means of enhancing the expressiveness of the interior space of the equipped premises.

According to the functional purpose, the hotel distinguishes: a group of premises of the lobby; residential area; premises for meals for guests, commercial and consumer services; premises for sports, entertainment, business guests; service and household premises; Technical buildings. Composition and

the area of individual groups of premises is not the same and depends on the type of hotel, operating conditions, and its capacity.

The lobby group is one of the important parts of the hotel. It is focused on meeting and seeing off guests, it carries out the function of distribution and redistribution of some work.

The residential part of the hotel contains places for overnight stays for visitors and premises for the normal functioning and maintenance of cleanliness in the rooms.

In restaurants, bars, cafes, along with meals, visitors can have fun and communicate. The range of entertainment facilities is extensive. This includes cinema-concert, banquet, dance halls. Sports facilities are represented by a swimming pool, sports halls, a bowling alley, etc. Business meeting rooms include conference rooms, halls for business and banking operations, exhibition halls.

In the group of premises for commercial and consumer services, services are provided to customers by trade enterprises, hairdressing salons, dry cleaning, photography, ateliers and more.

Service and amenity premises of the hotel provide working conditions, life and meals for the staff.

In the technical rooms there are services that control the operation of air conditioning equipment, centralized waste disposal, telephone, alarm and other hotel life support systems.

The functional zone of the hotel is also the territory adjacent to the building. It provides isolation of the client and the hotel staff from the external environment and is available only to visitors. Near the hotel there are places for guests to relax, parking for vehicles. It is promising to use the underground space of the hotel territory.

The complexity of the organization of customer service lies in the large range of works. The services provided are personalized, but their distinctive features are also mass character and repetition. The streams of guests are different: arriving, leaving, living. The hotel staff is also responsible for former guests and visitors. Hotel employees, busy meeting, receiving guests, distributing visitor flows, experience significant nervous and psychological stress. Employees of both the hotel and other organizations are involved in serving guests, which complicates the provision of effective technologies in this group of premises.

The space of the lobby is divided into zones: staircase and elevator, main entrance to the hotel, reception of guests, rest of guests, provision of additional services to residents. The successful location of the zones contributes to the dispersal of the flow of customers, the formation of more homogeneous and non-intersecting flows. The main work performed by the hosting service is as follows. It is necessary to arrange the guest's accommodation on the basis of the documents of the arrival. The administrator coordinates with the guest the place of residence (room category, location, etc.), the services provided and the length of stay. Accommodation fees apply. Upon completion of registration for the settlement, the guest is given a card and a key to the room.

Guest service during the period of stay is reduced to extending the period of stay, transferring the guest from one room to another, charging for accommodation, providing additional services at the request of the client. When registering a guest's departure, a full settlement with him for the services rendered, the delivery of a room and a key by the client are provided. Settlements with residents can be made both in cash and by transfer. The introduction of a system of a single checkout time (12 hours) allows the hotel administration to simplify technical settlements with the client. By giving the client the opportunity to use credit cards, the hotel increases his degree of freedom.

The accommodation service also collects applications and makes hotel reservations. Information computer systems operate to facilitate the work of the reception service. In general, such a hotel system consists of four functional parts: a pre-booking subsystem; subsystem for providing service information; duty administrator subsystem; hotel administration subsystem. The capabilities of the information system are extensive. Along with the automation of the pre-booking process, visitors are registered, the number of rooms is kept, and invoices are prepared for visitors. From the general account of a group of clients, the costs associated with the upgrade of the category of service of individual clients or with additional services are allocated. The possibility of direct transfer of payment for communication services to the accounts of visitors is provided. The system removes unconfirmed orders on time, highlights the activities of travel agents, and can predict hotel occupancy. The system prepares a set of financial and administrative reports. The use of a computerized reservation system makes it possible to make better use of the room stock by participating in a vast hotel market.

The hotel provides additional paid services of a wide range. Among them: obtaining the necessary information, issuing passports and travel documents, signing up for excursions, currency exchange, purchasing tickets to theaters, museums, concert halls, stadiums, ordering travel documents for vehicles, car rental. In a number of hotels for business travelers, a business center is organized, which provides the client with the necessary conditions for work and professional communication. The business center performs translation, reprinting of documents, computer services. The center is equipped with telex and facsimile communication facilities, video tape recorder and projection equipment.

The residential part of the hotel includes: rooms, horizontal communications (corridors), living rooms, stair-lift halls, rooms for duty personnel. The residential floor of a multi-storey hotel may have one or more corridors, a different plan shape. The distribution of the area of the residential part between rooms and other premises varies by hotel: rooms account for 54 - 70%, corridors - from 13 to 22% of the area of the residential part.

The guest room has a multifunctional purpose. It provides an overnight stay, is a place of rest, eating, personal hygiene, work, communication. The guest's personal belongings are stored in the room. Rooms are classified according to the number of beds, rooms, area, furniture. The most common single rooms for one and two residents.

The space of the rooms is divided into functional zones. Up to 70% of the total area of a one-room apartment per resident can belong to the residential area, up to 14% - to the front, up to 20% - to the sanitary unit. In this case, the living area can be from 7 to 14 m². Apartments make up no more than 10% of the number of rooms. They differ in the number and purpose of rooms, sanitary facilities, hallway, area.

The furniture in the rooms is placed depending on the dimensions of the room, walls, heating features, technological parameters. Furniture should provide convenience to the user, meet the sanitary and ergonomic requirements and tastes of customers.

When assessing the location of staff premises, one should proceed from the need to reduce the routes of movement of personnel during working hours. The removal of service personnel from the place of application of labor leads to additional energy costs, greater fatigue. Therefore, in close proximity to the rooms on the floor there are a number of service rooms: maids' rooms, pantries (clean linen and consumables, dirty linen and cleaning products), waiters' rooms, a garbage bin, etc. To maintain cleanliness and order on the residential floor, cleaning is carried out, which There are three types: daily, after the departure of the resident, general. The maid performs routine and intermediate cleaning of the rooms daily. Cleaning of the room fund is carried out in the following sequence: first, work is carried out in the booked rooms; then the rooms that have just been vacated by the residents are cleaned; last but not least, the rooms occupied by residents. Cleaning should be carried out in the absence of the resident or with his permission. The process of the current cleaning of the room is as follows: airing the room, cleaning and washing dishes, cleaning beds, bedside tables, tables, removing dust, cleaning the sanitary unit. When cleaning the room after the guest's departure, the additional work of the maid includes the acceptance of the room, the change of bed linen and towels, the replacement of information and advertising. To ensure the proper quality of cleaning, the maid must have at her disposal the necessary cleaning mechanisms, inventory, and materials.