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New business ideas. Concierge service

Ideal assistants who can be entrusted with absolutely any task exist and are called concierge managers. These wizards work in agencies, and you can use their services day or night, being completely confident that everything will be done quickly and without unnecessary questions.

Difference in services

Now the market offers us two types of concierge services: banking and lifestyle. They have the same basis - fulfilling customer orders at any time of the day and anywhere in the world. But the operating principles are different. Lifestyle service is an affordable service provided for relatively little money. The Lifestyle Manager takes care of literally everything, from ordering coffee every morning to arranging a mortgage and organizing mushroom picking in the Austrian Alps. If you are a client of such a company, you need to warn about your movements and create a list of tasks; the managers take care of the rest themselves.

Banking concierge service is a standardized service available to owners of premium Gold and Platinum cards. The list of services includes a more formal list of functions performed, which in a large company are the responsibilities of a personal assistant to the general director.

If lifestyle service is common in the USA and Asia, then banking concierge service is a priority in the CIS countries. In Europe there are both types of services, but the scale is much more modest, people are more accustomed to the fact that instead of a client, Parent meeting his manager might come.

Lifestyle service is a solution to everyday and general life issues, and banking service is a service aimed at saving the client’s money and increasing his income.

Tickets, rental, delivery

Banks provide concierge service exclusively to VIP clients. Typically, the service is a bonus for the cardholder, and its price is included in the cost of servicing payment cards.

At Alfa-Bank, for example, a client’s VIP status is determined by membership in the A-Club. Membership in this elite club is possible if the client’s current account or deposit has an amount of at least $250 thousand and a Visa Gold or Visa Infinite card is open.

Depending on what card the client owns, he can receive a different set of services. In the standard version, these are information and consulting services and booking, in the extended version - organizing and planning the client’s personal time, purchasing gifts for family on a business trip abroad, delivery pet to the veterinarian.

There are also more extensive lists, including translation services, booking tickets (from a hotel to an invitation to Fashion Week or a rocket launch in New Mexico), selection of service personnel (governesses, gardeners, administrators), “sober driver” service, rental of yachts and villas, ordering and delivery of flowers and gifts, representation at auctions, organizing cleaning services, installing alarm systems and selecting security structures, planning routes and trips with constant online support, searching for conference rooms, providing stock exchange reports with analysts’ comments, searching for investors, ordering parts for car, emergency door opening, calling a doctor, organizing treatment in a foreign clinic,

Banks either organize their own services or work with special concierge companies.

Complete all

To get a job in the concierge service, you need to go through almost the same selection process as in the bank security service.

“If you want to create problems for a competitor, then lure away his concierge manager,” jokes Karl Zbenek, head of the concierge division of the Austrian Raiffeisen Bank International.

According to Karl, sometimes very unusual requests are received, but they are carried out at the discretion of the bank manager: “If the client’s task is not related to breaking the law or infringing on someone’s rights and freedoms, then it is usually carried out, despite the absurdity or complexity.”

Anna Gore, an employee of the concierge agency “Business&Privat Concierge” (Berlin, Germany), says: “We work in three shifts, each shift lasts 8 hours, but I’m on call almost around the clock. Clients come with a variety of assignments, from walking a pet to organizing the transportation of equipment from a station in Alaska, for example, to Milan (Italy). We work with partner companies in other countries, as well as with contractors. Our agency has no staff outside Germany. Business trips are very rare; most often we solve all problems online. If the manager says that we need to go somewhere and personally oversee something, it means we are serving a very important client.”

In California (USA), there is a free lifestyle service called Candela Concierge, which performs household tasks: setting up the Internet, connecting a TV, changing a phone number and paying bills, installing an alarm system and personal security. Customers only pay for the work of subcontractors, but at minimum rates, because Candela Concierge has partnership agreements with many services in all cities of the state.

Loyalty test

Despite the low awareness of people about the possibility of using concierge services, the demand for the service is gradually growing. According to statistics for 2014, clients contacted concierge managers of leading banks about 10 thousand times with a variety of orders (statistics of VIP clients). For the most part, the tasks concerned solving problems during foreign trips.

Concierge managers solve absolutely all problems. There are no tasks that they cannot complete. Since last year, banks began to convert Special attention on the work of their service departments, because this is a very significant part of the loyalty program. If the client is satisfied with the service, he is loyal. Loyalty means deposits, investments and expansion of cooperation, which automatically means an influx of funds into the bank.

Alexey Samoilenko, a client of Alfa Bank, Moscow, shares his impressions: “I recently became the owner of a gold Visa card from Alfa Bank. When preparing the documents, the manager separately drew my attention to the fact that I now have personal assistant, to whom I can entrust the execution of a whole list of tasks (the list is on 2 A4 sheets). At first I didn’t even think about calling someone and asking them to do something. When my secretary couldn't connect my flights correctly and I was stranded at the New York airport over my stay, the concierge solved the problem in 45 minutes. Then I realized what it means to be a premium customer. Now I use the services of a concierge more often, handling ordinary tasks that were previously performed by an assistant. Comfortable. The assistant is busy with important work, and the concierge manager now handles hotel tickets and visa processing.”

Personal concierge - “the key to all doors”

Your personal concierge from Platinum Vip Travel - a personal assistant who provides information, organizational and service support during trips.

For business and leisure

Get to the Cannes International Festival, rent an exclusive car on the Ligurian coast, book first class air tickets? Nothing is impossible. Professional concierge service Platinum Vip Travel will take care of all your worries. Your personal concierge ready to listen and implement all wishes. Selection, reservation and purchase of air and railway tickets in Russia and European countries, selection and reservation of hotel rooms, preparation of documents for traveling abroad, VIP service at airports, organization of transfers, organization of participation in international exhibitions, conferences and forums - . Romantic tour of France, gastronomic and wine tour of Italy, organization of corporate events and recreation for corporate clients in Russia and European countries - recreation and entertainment.

Professional concierge service offers a unique collection of privileges, the purpose of which is to satisfy any wishes of clients, to emphasize individuality and status.

How to order a service

To use the concierge services, you just need to sign up for an annual service with Platinum Vip Travel. By becoming our client, you will be able to appreciate concierge tourism to the fullest, because rest and business tourism can be so comfortable. We offer some of better conditions On the market. We provide individual approach both large corporate and private clients. The list of services available to you is not limited to any list. We are ready to take on almost any assignment. We work in Russia and European countries.

Still have questions? Call us now to find out more!

While still studying for her master's degree at MGIMO, Yulia Lukoyanova decided to go work in a concierge service. Starting as a night concierge, the girl gradually mastered the intricacies of working with important guests, gained experience and made connections with the right people. A year ago, she opened her own concierge service, which, among other things, began to help expats get comfortable in Moscow. Now Capital Concierge serves about 150 individuals and two dozen corporate clients.

Yulia Lukoyanova director
and founder
Capital Concierge

How it all began

I was inspired by the idea of business while still in graduate school. Since childhood, I have had a craving for luxury and everything exclusive, which shocked my parents. One day I found an article in one of the glossy magazines about a concierge service in England, written on behalf of its founder. After reading the article, I realized that this is exactly what I want to do, and I wrote a letter to the company.

After the interview, I was accepted into the Moscow branch as a night concierge. It was wildly romantic and complex. When I first started work, I received a request to urgently find a box of exclusive wine, which was brought to Moscow only on order, and within half an hour to deliver it to Vacation home client. Of course, we couldn’t find the required wine, but we offered an alternative - the client was satisfied.

Team

At some point, I realized that I had the strength and a great desire to do something of my own, and I founded my own concierge service. The technical director of our company and the financial director with whom we started together new business, knew me from my previous place of work. The market for concierge services is very narrow, and everyone who works here has overlapped in one way or another.

Currently, our office employs seven people. I looked for them through ads on HeadHunter. When selecting personnel, the first thing that is important to me is English. We place great demands on it, since we provide services all over the world. During a conversation with a candidate, it is important for me to understand the person’s life position, how honest and customer-oriented he is. Knowledge of key services, goods and services, brands and the city of Moscow itself is important. Mostly Muscovites work for us, and almost all employees speak two foreign languages.

Start-up capital

Friends and relatives helped raise 3 million in starting capital. I didn’t call or convince anyone, I just shared the idea with people close to me, they supported me - morally, financially and with contacts.

The money went to rent an office in the very center of Moscow - clients care where we are located. In addition, we had to spend money on the technical part. The telephone is our main work tool. We operate on the principle of a call center: we accept all requests by telephone and e-mail. We didn’t skimp on this, because we understood that the better the system we built, the better our company would work.

The website is also a big expense item, because concierge service is an image business. The brighter you make something, the more likely you are to hook a client. Therefore, we have been working on the website for more than six months; it should be launched soon.

Clients

The first clients appeared through personal contacts. My investor friends helped me a lot. Thanks to them, we attracted two very large corporate clients. I cannot disclose their names, but I will say that we have three large contracts. We also serve about 20 small companies: We work with real estate agencies, private educational and medical institutions, expat communities. We do not have a strict club system - we work with each corporate client in a way that is convenient for him. We currently have about 150 private individuals. There is already a subscription system in place here - for a year, three or six months.

Concierge services came to Russia around the early 2000s, and then there was a wow effect. Accordingly, people's reaction was not entirely adequate: clients called and asked to do something to check how far we could go. Behind last years The client's portrait has changed a lot. But still, the client often cannot understand what he needs, does not fully describe the problem, and the manager’s task is to get to the bottom of the matter and offer what is needed.

One day the client asked to transport his dog's corpse with whom on a trip trouble happened

It’s also not easy with corporate clients. They mainly need event organization. We also accept individual orders from top managers, but they, as a rule, have their own staff of assistants, so people turn to us if they have only exclusive desires, for example, organizing a turnkey individual trip to Africa. To do this, you need to know the region and the right people there, develop a route and program, organize car and real estate rental.

Strange orders

Orders are very different. For example, we were recently approached by a client who really wanted to watch a TV series released several years ago in Canada, Good Dog. It was never shown on TV, and it’s generally unclear how the client found out about it. We found only the first season, but the client insisted that there was a second season. We scoured the Internet, and it turned out that the second season was renamed and was not even completed. We found both seasons, but they were impossible to download. Our technician recorded video literally from the screen. As a result, we delivered the disc to the client - he was pleasantly surprised.

Another person, who is not yet our client, called and said: “I have global problem, my wife cannot have children from me, and we really want a child.” Our first question was whether he knew where he was calling - it turned out he knew perfectly well. Since our first visit is free, we made him a selection of various treatment options and indicated the amounts. But he hasn't appeared again yet.

Recently we had to transport a girl from Russia to Ukraine. She called and said she was in a terrible line to cross. Kerch Strait where our government transports military equipment. The girl asked for help to speed up the process. We contacted the head of the checkpoint, and he helped.

Another time we were asked by a client to transport the body of his pet. He was traveling with his dog, and on the way it got into trouble. The client returned to Moscow, but we later transported the dog’s body so that he could bury it in peace at home.

So far we have had no outstanding demands. We immediately refuse to fulfill orders that are contrary to the law. For example, ordering drugs, although now there are much fewer such orders than before.

Here is a real example from my previous company. At night a girl called, already very cheerful. She demanded that a prostitute be called to her home, otherwise “her husband will come and we’ll all be fucked.” We very tactfully explained to her that we don’t do such things, but we can tell her an anecdote so she doesn’t get bored, or recommend a movie.

Working with expats

Expats are exactly the people who need help most. We have prepared an individual package of services taking into account the interests of a person who came from another country: what he needs in the first month, in six months, in a year. We formed it so that at all stages a foreigner would feel comfortable and would not feel the gap between Russia and the West.

Expats pay a lot of attention to detail and want to know everything: why this and not that, and did we check it accurately? Some of them use our service to save money. First of all, such clients want to know how much it costs - milk, coffee, tea - and how much their cost differs from the prices at home. Therefore, price comparison is our first item on the list of services for expats. Foreigners want to be accompanied in furniture, food, and clothing stores. Not all Internet resources are available in Russia; there are sites on English language, so we also help with online translation. There are also more complex services: recruiting personnel or placing children in private schools.

Money

The company's revenue this year should amount to almost 45 million rubles. Gross profit is approximately 14.5 million rubles.

We have an annual subscription for 85 thousand rubles. It includes information services, searching for specialists, making an appointment with them, booking tables in establishments and taxis, delivering flowers, gifts, food and alcohol. The client pays for these services himself - the subscription only covers our labor costs, this is a kind of insurance in case he refuses the order.

Additional services may be subject to a separate service fee on our part, but this has almost no effect on the price for the client. We cooperate with regular suppliers - our prices are lower than for people on the street.

For one-time orders without a subscription maximum size The service fee is 10% of the cost of goods or services. The higher the price, the lower our percentage. It may be absent altogether if the supplier gives a commission.

We also accommodate clients halfway if they ask us to help their friends. We do this to earn the loyalty of current clients and potential clients.

Plans

We are interested in corporate cooperation and various forms of partnership. There is an idea in the future to gather 20–30 people and create Closed club with powerful personal assistants. But this must be done for clients and for absolutely different money.

At the same time, we expect a reduction in orders from expats: today, not every foreigner wants to go to work in Russia.

Photos: Semyon Kats

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INTRODUCTION

The relevance of this study lies in the fact that one of the main tasks hotel business is an increase in profits. Receiving and increasing profits implies, first of all, the presence and increase in the number of regular customers.

An integral link in this important process and is today's concierge service. Customers can be attracted and retained if they are interested in receiving a service from a given company, and the service must correspond to the quality of the services offered by the hotel enterprise. Selling and promoting a hotel service will be effective only if the client’s goals and needs are first identified, and then an affordable product or service is created and offered. concierge service employee

Achieving the goal of the concierge service is the development of products and services in strict accordance with the requirements of the buyer. That is why this topic is currently relevant.

At the present stage of competitive relations in market conditions, product sales begin to play an important role in the successful operation of any hotel enterprise.

The purpose of this work is to consider the technology of the concierge service in a hotel.

To achieve this goal, the following tasks have been set:

Consider the concept and essence of the concierge service;

Explore Key Features organizational structure and service standards for this service in the hotel.

Analyze the organization of the concierge service at the Iset Hotel

The object of the study is the concierge service of the Iset Hotel.

The subject of the study is the specifics of the functioning of concierge services in hotels.

CHAPTER 1. HISTORICAL ASPECTS OF THE FORMATION AND DEVELOPMENT OF THE CONCIERGE SERVICE

1.1 Concepts about the Concierge Service

Concierge - hotel employees high category. The service is capable of fulfilling any client’s instructions if they do not contradict the law and morality. This could be assistance in solving everyday issues (organizing cleaning of the apartment, delivering groceries, paying bills, etc.), so-called lifestyle services (reserving tables in restaurants, delivering flowers, gifts, ordering tickets for various events), organizing trips and trips , children's leisure, as well as fulfilling exclusive requests. “At any time, a client can contact them with a request to organize a trip or a wedding celebration, purchase a piece of limited edition jewelry, or invite a world-famous star to perform at a birthday party. A concierge company is a kind of intermediary in solving the most various issues. According to statistics, about 70% of requests are for organizing trips and flights. The remaining 30% are lifestyle requests.

In order for the hotel to generate as much income as possible, the client needs to be informed about additional services hotels. The concierge service can unobtrusively offer the guest a trip to the pool, Finnish sauna or restaurant. These people provide the necessary information and fulfill almost any request of the guest without looking into job responsibilities. The concierge’s task is to do everything to make the guest’s stay at the hotel convenient and comfortable. The concierge must be able to start a conversation and competently maintain a conversation, and even more important is the ability to listen and hear the client. His job is to predict the client’s wishes and work proactively. Where to find a professional with a capital P? How to become such an all-knowing and empathetic employee? Read about this in our article.

The functions of a hotel concierge also include training and supervising employees from the guest assistance service: porters, doormen, etc. Often concierges know a lot about the tastes of regular customers: their habits, tastes, preferences - from their favorite type of tea to information about their families. The attentive attitude of the concierge service towards guests is the key to their desire to use the hotel’s services again and again.

1.2 Tasks of a concierge service employee

The task of this employee is to provide the guest with the necessary information about the city, restaurants or shops around, order a transfer or call a taxi, schedule excursions and find a suitable guide, send a letter, buy flowers or a gift, hire a nanny, and much, much more. In addition to performing their duties, concierges usually coordinate the work of porters, doormen, and drivers. Typically, concierges work in two shifts - after all, there must always be an employee behind the counter. This rule cannot be broken - the guest may need help at any time. How better hotel, the more expensive the room, the crazier the requests the concierge receives. Order three hundred yellow tulips, fill a bathtub with ice, buy front row tickets for today's premiere (where all tickets were sold out a month ago), urgently find a white piano and put it in the guest's room, get candles of a certain brand, sold only in Paris... Sometimes work a concierge is reminiscent of the work of a personal assistant - devoting maximum attention, time and effort to one single guest so that he gets what he wants. Of course, it’s hard to perform miracles alone, which is why four- to five-star hotels have entire teams of concierges under the leadership of the Chief Concierge. A good concierge is good luck for a hotel; an ideal concierge is a rare bird in Russian latitudes. Wage The concierge job in Russia is not very high; this position is mainly retained through tips. An honest, friendly and enterprising concierge will create the right atmosphere and be able to turn a guest from a casual one to a permanent one.

The importance of the services performed by concierges is evidenced by the creation of the International Professional Association of Concierges - Union Proffessionalle des Portiers des Grand Hotels (UPPGH), known under the name “golden keys”, which includes more than 4 thousand concierges from 36 countries. Concierges with the Golden Key badge have five years of experience in a five-star hotel, including at least three years as a concierge.

1.3 Basic operating principles

There are several schemes for organizing the work of concierge services. One of them is a club one. The client pays an annual membership fee in accordance with the program he has chosen, becomes a member of the club, receives a personalized card, a personal assistant (if provided for in the chosen tariff) and after that has the opportunity to use the services of a concierge service. Another scheme is that the customer selects a program (tariff, card) from the concierge company that meets his needs. Concierge services can also work using a depository system, when the client deposits funds into an account and at the end of each month receives a detailed statement listing the services provided to him. Loans or installment payments are available for regular customers. Another option - concierge services are offered to VIP clients of banks, for example, holders of premium American Express cards. The client pays for an annual fee by credit card, which includes the right to use concierge services. Concierge services work with both individual and corporate clients - they are created for both special programs cooperation. In addition, there is family programs when the company’s services can be used by members of the client’s family.

“It is important to note that the services themselves are provided to our clients free of charge; they only pay for the product they purchase (aircraft rental, anniversary gift for their spouse, etc.)

CHAPTER 2. FUNCTIONALITY OF THE CONCIERGE SERVICE

2.1 The client should know about this

The main task of a person who decides to use such services for the first time is to choose a professional concierge service that he can trust. Then you should thoroughly study the terms of interaction with the company and choose from the offered programs the one that meets your wishes and needs, and get to know your personal assistant. “Concierge companies, as a rule, do not impose their service; they give the opportunity to do right choice", says the head of the VIP client service department of the Comilpho-Moscow company. “Clients who are new to our services sometimes have to be taught how to interact with their personal assistant: learn how to entrust him with some of their daily tasks, and most importantly, trust their assistant," says Elena Filipchenkova.

The cost of a standard service is communicated to the client immediately or, “as in the case of organizing holidays and large-scale events, after approval of a detailed plan and drawing up an estimate. If a client asks for a non-standard service, which the company encounters for the first time, then “the unusual service is broken down into “ordinary” components, and we know their cost.

2.2 The price of fulfilling desires

The cost of programs and club cards varies and depends on their type (individual, corporate, family), as well as on the degree of privilege of membership or program. “The annual service fee for the most prestigious black American Express Centurion Card, issued by Russian Standard Bank, is $3 thousand. The Centurion Card is issued at the invitation of the bank and provides the opportunity to receive the highest level of personal service and exclusive offers from our partners around the world. The American Express Platinum Card is more affordable with an annual fee of $500, but the card also provides concierge service and special travel and travel deals,” reports Evgeniy Bagdasarov.

“We do not charge for a one-time service. The cost of the annual fee to the Prime club is € 3 thousand for individual membership, € 5 thousand for family membership (for two family members),” says Elena Filipchenkova.

A distinctive feature of the Quintessentially company is the same cost of club cards around the world: in London, Moscow, New York and Cape Town. “This is a rare phenomenon for premium goods and services, which in Russia, as a rule, are two to three times more expensive than in Europe, not to mention the USA,” notes Andrey Chernyshov. “Our main types of annual cards are Dedicated for 2.5 thousand pounds, Elite Bespoke for 10 thousand pounds (by invitation, the Global Elite level is available for some clients for 24 thousand pounds).” According to Dmitry Ksenofontov, annual service at the company will cost an average of 150-300 thousand rubles, and the client has the opportunity to connect his family to the service without paying extra for it.

2.3 The main rule of the concierge service

Often, during the execution of an order, certain problems arise. No concierge service will hide them from the client. Moreover, some act proactively, that is, they even report the possibility of any difficulties arising. “This approach allows both parties to act quickly: the client - to adjust his planning, because every minute of his time, both working time and rest, is worth something. “The main rule of any service is to keep the client informed about the implementation of his order,” says Evgeny Bagdasarov. - Regardless of the result, we always regularly inform you about the status of the order and the timing of its completion. If problems suddenly arise, the client has the right to know about them so that we can decide together how best to fix them and complete the order.”

The most valuable thing in the work of a concierge service is time: “We try to save this resource as much as possible for our clients. And by hiding the facts, you can only drag out the situation, losing every minute the chances of positively resolving the issue.”

However, a problematic situation serves as a test not only for the company, but also for the customer. “In difficult moments, you can distinguish the “right” client from the “wrong” one by his reaction,” believes Kirill Levadny.

2.4 Components of successful work

For the successful operation of a concierge service, it is necessary to comply with fairly large quantity conditions: highly professional management, an extensive database, long-term cooperation with service providers, strict adherence to confidentiality, provision of round-the-clock service and, of course, employees who, according to Elena Filipchenkova, “should not only have experience in various fields, but also an irresistible desire to become an expert in the matter they are taking on.”

“Every little detail is important for our business. But the foundation is people and the partner base. The more professional and customer-oriented the employees are, the more successful the business will be. The partner base and established connections play a role decisive role, as they allow us to fulfill any customer orders,” emphasizes Evgeniy Bagdasarov.

The work is very specific and requires many qualities: resistance to stress, good erudition, flexible mind and, most importantly, curiosity, the desire to constantly learn something new.

2.5 Situation on the Russian market

Experts disagree on how many concierge services are operating today. Russian market. And this is due to the fact that, as in many other areas of activity, there are companies that call themselves concierge services, but in fact they are not. “At some point, enterprising people thought that this was a very attractive and profitable business. However big number firms do not have the infrastructure, sufficient qualified personnel and know-how to solve problems. Therefore, I would say that there are no more than three real companies,” this is how Kirill Levadny, managing partner of Apple Concierge, assesses the situation on the market. The head of the department for organizing travel and lifestyle services for American Express cardholders, honorary president of Les Clefs d'Or Russia, Evgeny Bagdasarov, gives other figures: “Currently, there are about five to seven well-known companies operating in our market.”

“Today there are only two large concierge services on the market. Their closest competitors have tens of times fewer clients. I know of about six other companies in Moscow. There are probably about 10 of them in total.

According to experts, there are all the prerequisites for this area of activity to actively develop in our country. If we talk about specific prospects, Elena Filipchenkova believes that in the near future concierge services will become popular as a bonus product for company management - in this way, company owners will free managers from time-consuming hassles so that they can devote personal time to solving business problems. questions.

2.6 Public functions

The concierge monitors the maintenance of order in the common areas of the residential building; he monitors the cleanliness and technical condition of the stairs, hall, and garages. The concierge can also receive and sort mail for residents and monitor the green areas inside and outside the house. Often the concierge has a set of spare keys to the apartments and the entrance.

IN Western Europe The concierge usually lives in the same building, occupying an apartment on the ground floor, so he can be available to residents literally around the clock.

Residents of the house do not have to communicate with representatives of technical services, for example, with locksmiths, plumbers, a janitor, etc., since the concierge also does this.

Personal functions

· everyday errands (flower and gift delivery, taxi ordering, ticket delivery, restaurant reservations, grocery delivery, catering, hotel room reservations)

· business errands (find information, translate text, type text, receive phone calls, make phone calls, organize presentations and other events)

· household errands (dog walking, housekeeping, child care, courier services, clothing care, hiring staff, rent and rentals)

Hotel concierge

The functions of a hotel concierge also include training and supervising guest assistance workers: porters, doormen, etc.

Concierges often know a lot about the tastes of regular clients: their habits, tastes, preferences - from their favorite type of tea to information about their families. The attentive attitude of the concierge service towards guests is the key to their desire to use the hotel’s services again and again.

CONCLUSION

In this course work The main aspects of the functioning of the concierge service are considered, the degree of significance and features of the accommodation service as a whole are established.

Nowadays, the hotel industry is a highly competitive industry. More and more often we are witnessing the opening of a new restaurant or hotel. New concepts are created in order to fully satisfy the needs of certain consumer groups. Enterprises are created, and after a while some of them cannot withstand the competition and go out of business. In the hotel industry, the word “service” means a system of measures that ensure high level comfort, satisfying a wide variety of household, economic and cultural needs of guests. And every year these requests and requirements for services increase. And the higher the culture and quality of guest services, the higher the image of the hotel, the more attractive it is for clients and, no less important today, the more successful the hotel’s material prosperity.

An important responsibility for hotels is to create a reputation for high quality service. High quality of guest service is ensured by the collective efforts of employees of all hotel services, constant and effective control by the administration, work to improve forms and methods of service, study and implementation of best practices, new equipment and technology, expanding the range and improving the quality of services provided. The ongoing transition to a market economy, the search for better management solutions in order to improve the quality of hotel services, forces top hotel management to address the problem of the quality of service for each of the hotel services.

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