Serving guests during their stay. Peculiarities of servicing guests during their stay in small hotels (based on materials from the apart-hotel “Iris” LLC “Wellness”, Novosibirsk). have practical experience

In order to make your stay at the hotel convenient and comfortable, it is necessary, in addition to providing rooms, to provide a wide range of additional services for clients. The range of additional additional services is determined by the category, purpose, specificity, capacity of the hotel enterprise and other factors. A hotel with a high level of service is required to have: a business center, a service desk, a wellness center, transportation services, etc., which create conditions for successful work, residence and recreation of guests, and are also a source of additional income for hotels.

A business center as a structural unit of a large hotel reports, as a rule, to the manager or deputy manager of the hotel. The business center can provide guests with the following types of services:

• -use of satellite long-distance, international telephone and fax communications;
• -use of satellite long-distance and international telex communications;
• -copying work, provision of typewriters;
• -lamination, stitching works;
• - providing the guest with a computer;
• -providing translation services;
• - provision of secretarial and stenographer services;
• -editing;
• - rental of video equipment and radio equipment;
• - ability to work on the Internet;
• -rental of special premises for conferences, meetings, negotiations, presentations with simultaneous translation systems, including equipment for teleconferences.

Service Bureau.

The service bureau usually offers guests the following services:

• · ordering train tickets, reserving seats and confirming flight reservations;
• · reservations in restaurants;
• · organizing excursion services, ordering tickets to theaters, concert halls, museums, exhibitions and stadiums;
• · providing guests with information about the city’s attractions and public transport routes;
• · provision of information and reference material for guests' use;
• · provision of translation services;
• · organizing meetings and seeing off guests;
• · visa support, etc.

Food services.

Providing guests with food services, hotels are engaged in catering units, including: restaurants, cafes, bars, buffets, banquet and conference service units, room service, etc. Food services are second only to accommodation services in hotel enterprises. the amount of income generated. Methods and forms of catering for hotel clients can be very diverse. So, for example, in a large hotel several bars of different types can function simultaneously: a lobby bar, a restaurant bar, an auxiliary bar, a banquet bar, a fitness bar, a night bar, a service bar, a bar on the floors, etc.

Since the minibar and room service are directly related to guest service, it is more appropriate to consider them in more detail.

Minibar - most often these are small bars with a refrigerator in guest rooms. The cost of minibar products is not included in the room rate. Using a minibar is very cost effective for hotels. Prices for food and drinks from the minibar are set several times higher than retail prices. With a minibar, the guest does not feel a lack of drinks at any time of the day. The rich assortment is designed to tempt the guest to use the minibar. In some hotels, the cost of keeping a minibar exceeds the daily cost of a room.

The key to the minibar can be placed in an envelope and given to the guest upon arrival. If the guest does not intend to use the minibar, he may not take this key.

Room service.

In hotels with a high level of service, staff of the floor service department serves food and drinks in the rooms at the request of customers around the clock. Ordering breakfast to your room is especially popular among guests. Ordering breakfast in your room can be done in several ways: by telephone, by calling the waiter by pressing a special button equipped in the room, by means of interactive television systems, using a breakfast order card.

Most often, guests ask to add expenses for this type of service to their main account. In this case, the waiter gives the client an invoice for signature and delivers this document to the reception. The reception desk clerk, when accepting invoices for services rendered, must ensure that the client’s signature is present on these invoices. The customer's signature guarantees that they will pay all of their bills upon final settlement. Until this point, all customer accounts are collected in corresponding cell numbers.

Laundry service.

While staying at the hotel, guests can use the laundry service, iron and clean their belongings, and make minor repairs to clothes. The hotel's housekeeping staff is responsible for performing the listed additional paid services.

Interactive and pay television services in the hotel.

Interactive television systems provide hotel guests with a wide range of interactive services, both domestic and business services.

All menu functions can be accessed on the TV screen using the TV remote control by simply pressing a button. The main menu allows the guest to get acquainted with hotel services without leaving the room. The ability to choose the language of interactive communication is very important. While in the room, the guest can receive a lot of useful information about the hotel, the repertoire of theaters and cinemas, museums, shops, weather, etc. The “alarm clock” function allows the guest to independently program their wake-up time.

Hotel service is a system of activities that provide a high level of comfort that satisfies the most everyday, economic and cultural needs of guests. High quality of service for tourists is ensured by the collective efforts of employees of all hotel services, constant and effective control by the administration, the study and implementation of best practices, new equipment and technologies, expanding the range and improving the quality of services provided. Services to residents can be provided both by hotel staff (service and room service) and by staff of other enterprises (for example, retail establishments, hairdresser, medical center) located in the hotel.

Hotel staff are the face of any hotel. The people who work in a hotel shape the client’s attitude towards it no less than the interior or menu. Among the most common positions presented in hotels: concierge, receptionist, maid, technician, head waiter, cook, waiter, security guard, hotel manager. Large hotels hire animators, doctors, massage therapists, and croupiers as permanent employees. It is considered a sign of good form for a modern hotel to have a separate guest relations specialist and PR manager on its staff.

In the hotel structure, one can distinguish a reception and accommodation service, an administrative and economic service and a security service. Let us dwell on the characteristics of these divisions and, accordingly, on the activities of the personnel performing the main activities related to the provision of hotel services.

The administrative and economic (castella) service is the largest department of the hotel in terms of staff. More than 50% of all hotel employees work there. It is headed by the director of administrative and economic services, or executive castellan. The specifics of his official duties require organizational skills, exactingness, motivation and the desire to meet high standards.

An experienced castellan (service director) adheres to the following rules in his work: to achieve efficiency, you need to distribute tasks among subordinates; exercise control and provide feedback to subordinates; carry out regular inventory; equanimity, understanding and diligence will help in times of conflict with guests and superiors; involving subordinates in rationalization planning; send staff to advanced training courses for their career development; coordinate the work of their service with the administrative, engineering and laundry departments.

The service director manages people and monitors equipment and supplies. Maintains cleanliness and order in guest rooms and common areas. Manages the service in accordance with the financial policy of the general manager. Maintains documentation. Together with the head of the group of night cleaners, he checks the cleanliness of the corridors and halls. Checks entries in the administrative journal. Reviews the forecast for hotel room occupancy and specifies the number of people checking out. Checks reports for the previous day, clarifies the number of guests who arrived the day before, finds out if the arrival of "very important persons" is expected, in order to make appropriate preparations. Takes part in a meeting of the administrative and economic service. Solves current problems. Participates in training new staff. Conducts a meeting with managers and senior sectors. Will issue orders for various types of work. Checks the budget. Approves purchase orders. Checks inventory. Checks the cleanliness of guest rooms. Reviews orders received from operators. Conducts interviews with potential employees.

The work of the director is very complex, depending on the size of the hotel, he needs assistants who would direct the work of the maids responsible for various sectors of the hotel (floors, flights). Security service. Protecting guests and their property is an important aspect of hotel operations. The money, according to the court, paid by hotels to their guests whom they could not protect, amounts to a truly enormous amount. Hotels suffer big losses if the security service is poorly organized and professionally managed. The hotel owner and employees are required by law to know and take all necessary precautions to protect guests from robbery, fraud, violence and other crimes against the person.

The security service is directly headed by the person responsible for security, who reports to the director on duty. Its responsibility includes the following issues: development of emergency response procedures; day-to-day security of guest rooms; key control; theft prevention, lock control; access control to the hotel building; alarm system; territory control; Outdoor Lighting; surveillance system using television monitors; safes and fireproof cabinets; collection and storage of information.

The Security Officer provides liaison with local fire departments, police authorities, city security agencies, and all other hotel departments. Security workers must respond adequately to emergency situations, perform their functions quickly, skillfully and tactfully. They respond to and investigate all incidents, drawing up reports of thefts, accidents, statements and other incidents, using appropriate forms and logs. This service monitors strict compliance by all employees with safety regulations, as well as health requirements, preparedness in case of emergency or emergency circumstances.

The security service must strive to prevent any accidents or crimes, since such incidents can cost the hotel not only a lot of money, but also its reputation. Room management service. The room management service deals with issues related to booking rooms, receiving tourists arriving at the hotel, registering them and placing them in their rooms, as well as sending them home or to the next point of the travel route after the end of the tour, provides service to tourists in the rooms, and maintains the necessary sanitary conditions. -hygienic condition of rooms and level of comfort in residential premises, provides household services to guests.

Composition of the service: director or manager of room operation, reception service, maid service, joint service service (doormen, bellhops, cloakroom attendants, garage attendants), receptionist service, concierge service, bellhop service, housekeeping inspector, security service.

Depending on the size of the enterprise, the room management department may consist of one or more divisions. The main ones, which form the basis of the enterprise, are the reception service, the reception service and the maid service, as well as the reservation service.

The process of serving guests in any hotel, regardless of its category, can be divided into several stages:

• · booking;
• ·reception, registration and accommodation;
• ·providing accommodation services;
• ·providing additional services;
• · final payment and check-out.

Reservation - pre-ordering places and rooms in a hotel. Guest service begins with this process. Room reservations are carried out by managers of the reservation department or reception service. It is these departments that receive customer reservation requests. In addition to collecting applications, the department must study the demand for hotel places. By studying the hotel's long-term experience, forecasting the demand for places and analyzing the occupancy of rooms in the past and present periods, the reservation department, together with the marketing department, plans the hotel's activities.

The process of serving guests begins with the fact that they pre-book rooms at the hotel (book). Reservations from clients are sent to the reception service or the reservations department. They can be received by telephone, mail or other communication. When booking in advance, the registration process takes less time, since the administrator already knows the client information.

In their activities, hotel companies often resort to guaranteed confirmation of applications. This means that they confirm the booking only after receiving adequate payment guarantees from the client in case the client arrives late or does not arrive at all. Such guarantees, first of all, include information about the client’s credit card number, which is a guarantee of payment for the room even if the guest is late.

Another form of guaranteed booking can be a deposit payment. To avoid room idling due to a no-show of an expected guest, the hotel may request an advance payment of the cost of accommodation for one day or even the entire period.

Hotel companies often use double bookings. A double booking is a confirmation of the provision of hotel rooms to two guests at the same time on the same date. As a rule, such reservations are used during the peak season, or at the time of mass events. This technique justifies itself if one of the guests cancels the request, therefore, using this method, the hotel administration takes a certain risk. In a situation where both clients arrive, the hotel must accommodate both in any case. In this case, you can use mutual connections with nearby hotels, where you can redirect the client, or with companies that rent out housing.

The next part of the operational process - check-in consists of meeting, registration, handing over the key and escort to the room.

There are two types of meetings possible:

• ·at the airport or train station (distant approaches);
• ·near the hotel entrance or lobby (close approaches).

A meeting at distant approaches allows you to get to know the guest, draw up or adjust the service program, and tell about the hotel and the services provided. Such a meeting is agreed upon when booking. In high-end hotels, guests are greeted by a doorman who greets them at the entrance.

In small hotels, the guest approaches the reception desk, where he is greeted by the administrator.

The rule for many hotels is that the receptionist stands behind the desk rather than sitting. By this he emphasizes his respect for the guest.

Upon arrival at the hotel, the client must register. The length of the check-in process depends on whether the guest has booked a room or not. Naturally, check-in according to your reservation in hotels where automated accounting is organized takes only a few minutes, since almost all the necessary information is indicated in the preliminary application.

The registration process without a prior reservation takes a little longer, and the administrator and the guest must discuss issues such as the cost of the room, timing of accommodation, payment procedures, etc. If the parties come to a mutual agreement, then in accordance with the rules, an agreement for the provision of services is concluded. To do this, the guest is required to present a document proving his identity (clause 14 of the Decree of the Government of the Russian Federation of July 17, 1995 No. 713 >), and fill out the questionnaire form No. 1 -G. Filling out the form indicates the conclusion of an agreement between the client and the hotel. The administrator must check that this document is filled out correctly.

Citizens arriving on a business trip, meeting, conference, training, fill out the form in one copy, the rest - in two. After verification, personal documents are returned to the owners. To store questionnaires and work with them, there must be two file cabinets in the administration room: the first one stores questionnaires for those staying in the hotel, the second one for people who left the hotel within a month. The questionnaires in the file cabinets are arranged in alphabetical order.

After checking the questionnaire data, the administrator issues a check-in permit - a document confirming the guest’s right to check-in, in two copies: one for the cashier, who must issue an invoice for the stay, and the second for the floor attendant.

Upon registration, the client is issued an invoice for accommodation, which includes the rate of the room (or space in the room), multiplied by the number of nights of stay, payment for booking services, payment for additional services that the guest orders upon registration, etc.

The invoice is issued in three copies: the first is issued to the client, the second, together with the cash report, is submitted to the accounting department, the third is stored until the guest’s departure in the control file of the hotel’s payment section (in special pockets arranged according to payment dates).

After payment, the administrator fills out a guest card, which indicates the guest's last name, room number and length of stay - a document for the right to enter the hotel and receive a room key.

Upon completion of registration, the bellhop or bellhops accompany the guest to the room assigned to him. During check-in, arrivals' luggage is located in the lobby. In the room, the bellhop shows the guest how to use the equipment and tells the safety rules.

If a hotel provides accommodation services for a tourist group, then the travel company, as a rule, reserves places for accommodation, which makes it possible to prepare them for check-in in advance and plan the work of the administration. In this case, the registration of guests in this case, together with the administrator, is handled by the group leader, who, upon arrival at the place, presents the direction of the travel company - a document confirming the right to stay in this hotel and guaranteeing that payment has been made, as well as a list of tourists.

The administrator fills out a group accommodation for the accommodation, in which a note is made about non-cash payment. A guest card is issued to each group member. When serving tourist groups, an invoice for accommodation is not issued, since payment is made by bank transfer.

Calculation of payment for booking and accommodation by bank transfer is made according to Form No. 7-G and is carried out by the administrator on duty or the receptionist in two copies. The final result is summed up after the residents leave and serves as the basis for payment of the invoice presented to the enterprise or organization.

In order not to pay for another night of accommodation, a tourist group can vacate the rooms on the day of departure and put their belongings in a storage room.

After registration and immediate check-in to the room, the guest is served in the residential part of the hotel.

For the guest, the most important department is the service department, since the staff of this particular service works with clients in constant contact and performs all functions related to their service.

The service is headed by a manager, who is subordinate to doormen, bellhops, luggage carriers, elevator operators, concierges, delivery boys, and drivers (servicing rental cars and parking guests' cars). Due to the importance of customers' first impression of a hotel, the staff of this service has a special responsibility.

Doormen, as a rule, stand at the entrance to the hotel and are the first to meet and greet guests and help them get out of the car. Doormen must have information about the services provided in the hotel, about hotel events (conferences, banquets), the location of the hotel and its surroundings.

Bellboys escort guests to their rooms and also deliver luggage there. During the escort, they are recommended to provide information about the services provided by the hotel, the availability and operating hours of a restaurant, cafe, bar, laundry, dry cleaning, swimming pool, and gyms.

Concierges provide many important services to guests. For example:

• ·purchase and delivery of tickets to theaters;
• ·Reserve a table in city restaurants;
• ·reservation of places in a hairdresser, beauty salon, etc.;
• · information about local attractions, the work of museums, exhibitions, shops;

The last stage in customer service is payment to the guest and his departure.

Hotels use two types of payments - cash and non-cash.

Table 1. Types of calculations

Types of settlementsTypes of settlements Characteristics 1. Non-cash 1.1. Credit card. A bank payment card intended for transactions, settlements for which are carried out exclusively at the expense of funds provided by the bank to the client within the established limit. For payments using plastic cards, the hotel must have special equipment: an imprinter or an electronic terminal.1.2. Traveler's checks are issued for a certain amount, so the client chooses hotel services for exactly this amount. The hotel must only determine the authenticity of the receipt. It cannot be transferred to another person, but it can be exchanged for cash at any bank.1.3. Personal checks are issued by the guest for the amount required for payment. It takes a certain amount of time for a payment on such a check to be credited to the hotel account. 2. Cash Transfer of money “from hand to hand” fast payment. Paying in cash saves the hotel from troubles if the check for some reason cannot be paid by the bank. According to the rules for the provision of hotel services, payment for accommodation is made in accordance with a single checkout time - 12 o'clock of the current day, local time. The calculation of payment for accommodation begins from 12 o'clock on the date when the guest arrived, regardless of the actual hour of arrival.

For stays of less than a day, payment is charged for the whole day, regardless of the check-out time.

If check-out is delayed by no more than 6 hours after check-out time (from 12.00 to 17.59), an hourly rate will be charged; if check-out is delayed between 18.00 and 23.59, half a day will be charged. If departure is delayed by more than 12 hours, payment will be charged per day.

So, customer service in a hotel is an important process of the enterprise. The hotel consists of several enterprises, each of which, in one way or another, is in contact with the guest. The work of each specialized unit requires conscientiousness on the part of the performers and quality control on the part of the relevant department. There are also certain standards for the provision of services that allow you to succeed in the hotel business, successfully compete with manufacturers of hotel services, and meet consumer expectations.

A modern hotel enterprise provides consumers not only with accommodation and food services, but also with a wide range of transport, communications, entertainment, excursion services, medical, sports services, beauty salon services, etc. In fact, hotel enterprises in the structure of the tourism and hospitality industry perform key functions, as they form and offer consumers a comprehensive hotel product, in the formation and promotion of which all sectors and elements of the tourism and hospitality industry take part. Based on this, it is legitimate to single out the hotel industry or hotel business as the largest complex component of the tourism and hospitality industry and consider it independently, largely identifying it with the single tourism and hospitality industry.

Hospitality is one of the fundamental concepts of human civilization; currently, under the influence of the scientific and technological process, it has turned into a powerful industry in which millions of professionals work, creating coziness and comfort for the benefit of people. The hospitality industry unites various professional fields of activity of people: tourism, hotel and restaurant business, catering, recreation and entertainment, organization of conferences, seminars and exhibitions, sports, museum and exhibition activities, excursion activities, as well as the field of professional education in the field of hospitality.

The hospitality industry is a complex, complex field of professional activity of people whose efforts are aimed at meeting the diverse needs of clients (guests), both tourists and local residents.

The hotel's 24-hour operation with a continuous service cycle also determines its objectives. The most important document, which reflects the activities of the hotel, the responsibilities of service personnel and guests, is the “Rules for the provision of hotel services in the Russian Federation.” The “Rules” reflect many years of experience in serving guests, regulate the procedure for booking, processing and paying for hotel accommodation, the procedure for providing a variety of services that satisfy everyday, economic and cultural needs, and fix the basic rights and obligations of the consumer and the performer. However, the “Rules” cannot reflect all the issues that arise when serving guests. In many hotels, controversial issues remain: access control of hotels, payment of money for missing things, compensation for damage caused to the hotel by guests, etc. In these cases, the administration must carefully deal with each case not covered by the “Rules” and make a reasonable decision.

The hotel cycle covers the period of time from the moment a potential customer contacts the hotel by telephone or other means until the payment of the hotel bill. The traditional hotel cycle (arrival - accommodation - accommodation - departure) can be divided into 4 stages:

• · before concluding a contract for accommodation (booking, advance payment, guest arrival);
• · concluding a contract for accommodation (selecting a room, occupying a room, billing for a room, postage, telephone and other additional services);
• · service during your stay at the hotel (room cleaning, provision of various additional services);
• · after concluding a contract for accommodation (presentation of an invoice, full payment, check-out of the guest).
• · The technology of customer service in hotels is characterized by cyclicality - the sequential repetition of the process of serving a guest from the time of his arrival to his final departure. The technological cycle of service Annya is a unified standard volume of services according to a certain sequence of their provision, which the client intends to use and offers accommodation. List of services, their quality They may vary, but the main stages, the provision of main services at each stage are always provided in a certain sequence.
• · The technological algorithm of the guest cycle is conventionally divided into four stages:
• · 1 Upon arrival at the hotel - reservation (Reservation)
• · 2 Arrival of the client at the hotel (Arrival), registration (Check in Procedure) and accommodation of the client (Accommodation)
• · 3 Staying and guest services at the hotel
• · 4 departures (Departure), final payment by the guest for hotel services
• · The first phase of the guest cycle begins with the communication of a potential client with the hotel staff long before the guest arrives at the accommodation facility. This is carried out through telecommunications means and is associated with the possibility of pre-ordering (booking) the Hotel.
• · Information about the possibility of booking rooms (places) may come from different sources - permanent and occasional
• · Regular sources of requests for reservations come from travel sales agents, companies, firms that organize exhibitions, conferences, seminars, as well as from industrial and other companies close to the hotel, which necessitates the need to accommodate employees, business partners K permanent reservation sources also belong to the centralized (OVB).

For a comfortable stay, hotels, in addition to offering rooms, must provide, according to category, specialization, size, etc., a certain amount of additional services. Regardless of the functional characteristics, any hotel enterprise must set itself the main goal - during the entire stay of guests in it, to bring the client’s living conditions closer to home, to create conditions for effective work, rest, and entertainment. In hotels with a high level of service, a business center, a service desk, a wellness center, motor transport services, etc. are required. Additional and related services are also important in ensuring hotel income. The share of income from offering additional services can reach 30%.

A rationally structured process of serving guests, the professionalism of the staff is a kind of investment for the future in the hotel business, because later they will pay off financially during the repeat visit of clients, perhaps their relatives, acquaintances attracted by positive feedback about the appropriate level of service.

The fourth phase of the guest cycle is associated with the client’s full payment for accommodation and additional paid services provided. When making the final payment, it is necessary to check the accuracy of the invoice and review, together with the client, the compliance of all charges for the period of his stay at the hotel. It is always necessary to draw the guest's attention to check that the amount has been calculated correctly. If a mistake was made, it is necessary to make appropriate changes and apologize to the client. The client's signature confirms the correctness of the invoice.

The final phase of the guest cycle in some hotels is associated with the transfer of guests to the station. The introduction of this service in the hotel business will encourage guests to re-visit the accommodation facility due to comfort and an individual approach in the process of providing services.

The room service service includes a manager, supervisors, waiters, as well as mini bar employees who check and replenish the minibar in guest rooms.

Room service manager:

• · supervises the work of waiters;
• · draws up a work schedule for waiters;
• · distributes the volume of work;
• · makes sales reports;
• · solves problem situations.

Room service supervisor:

• · distributes the volume of work;
• · monitors the correct setting of tables and trays;
• · checks the correct formation of orders from the room service menu;
• · solves problem situations.

Room service department waiter:

• · serves guests;
• · maintains cleanliness and order in the room service area;
• · Responsible for the timely collection of dirty dishes from the floors;
• · controls the receipt of orders from the warehouse;
• · provides the department with a sufficient number of dishes, gravy boats, milk jugs, cutlery, and tablecloths.

Minibar supervisor:

• · orders products from the warehouse;
• · distributes the volume of work;
• · draws up work schedules for subordinates (minibar employees);
• · makes reports;

Minibar employee:

• · checks minibars and replenishes them in guest rooms;
• · credits the cost of consumed food and drinks to guests' accounts;
• · blocks the minibar in case of guest debt;
• · checks the technical condition and operating mode of the minibar.

In hotels with a high level of service, staff of the floor service department serves food and drinks in the rooms at the request of customers around the clock.

As a rule, department employees work in four shifts:

• 1. 1st shift - from 06.30 to 14.30;
• 2. 2nd shift - from 14.30 to 23.30;
• 3. 3rd shift - from 16.30 to 01.30;
• 4. 4th shift - from 20.30 to 08.30.

Stages of in-room guest service:

• · stand in front of the door peephole. Knock on the room three times, loudly and clearly enough to say that this is room service;
• · after the guest opens, be sure to contact the guest by name and find out if it is possible to enter the room;
• · ask the guest where the table or tray can be served. Arrange the furniture conveniently for the guest;
• · remove the lids from the glasses and pour the drinks;
• · invite the guest to take out a hot dish from the Hot Box. If the guest asked to put all the dishes on the table, then the Hot Box should be removed from the room. You should always remove the Hot Box if children are in the room;
• · it is necessary to present each dish, that is, pronounce its name, explain what main components are included in it, while removing the lids from the plates;
• · snacks are placed directly in front of the guest. If a guest orders hot and cold appetizers, then you need to ask where he would like to start;
• · The salad is also placed in front of the guest. If the guest wants a salad with the main course, then the salad plate should be placed to the left of the fork;
• · the main dish is placed in front of the guest, the plate should be turned towards the guest on the side where the main component of the dish is located, the side dish and vegetables are on the far half;
• · ask the guest to sign the invoice;
• · Explain to the guest the procedure for removing dishes from the room;
• · wish the guest a bon appetit;
• · ask the guest if he wants anything else;
• · When leaving, wish you a pleasant day.

Ordering breakfast in your room is especially popular among guests and can be done in several ways: by telephone, by calling the waiter by pressing a specially equipped button in the room, through interactive television systems, using a breakfast order card.

When accepting an order by phone or directly in the room, the room-service employee writes down the room number, number of people, detailed names of the desired products or dishes, time of order acceptance and serving time.

With the help of interactive television systems (in those hotels where they are used), ordering food to your room can be done by simply pressing a button on the television remote control. Confirmation by the guest of the selected menu eliminates errors in its service.

Meals for athletes participating in competitions are organized, as a rule, at the place of residence using non-cash payments (coupons) in halls where self-service lines are installed or as a buffet when organizing breakfast, lunch and dinner. Disposable tableware is used to serve food. The time allotted for breakfast, lunch and dinner is strictly regulated. The menu includes a variety of fermented milk products, high-calorie dishes from meat, poultry, vegetables, fruits, juices, and pastries.

In the hotel restaurant in the morning, guests are offered a breakfast menu with a free choice of dishes, in the form of a buffet (buffet), continental.

A la carte breakfast with a free choice of dishes is offered to individual tourists staying at the hotel. Guests are offered a wide selection of fermented milk products, plain or fruit yoghurts, a choice of two types of freshly squeezed juices, three types of other premium juices, butter, jam, marmalade and honey in individual packaging, five types of sereals (breakfast cereal), including corn flex (corn flakes) and one type of muesli; one type of cold smoked fish, mainly salmon; meat gastronomy, sausages and cheese of various varieties of local and imported production; five types of egg dishes: boiled without shells in boiling water (poached), fried eggs or omelet with bacon, sausages, ham; boiled eggs should be served in shot glasses; one hot fish dish, one meat dish, fruit, hot drinks (coffee, tea); fresh cream and milk; baked goods (croissant, Danish, muffin) and two types of bread (rye and wheat), toast.

Breakfast or lunch in the form of a buffet (buffet) is organized for business people who need to ensure quick service in a restaurant. On average, guests spend 15-20 minutes on breakfast and 30-40 minutes on lunch.

The buffet is organized as self-service. The waiters only serve drinks to the table and remove used dishes. All over the world, a buffet is called classic, and only the Swedes themselves call it a sandwich. The tradition of serving all food on one table appeared in Sweden in the 16th century. The prototype of the modern buffet was a separate table for vodka and snacks, from which, according to tradition, the feast began in the 18th century. On such a buffet table there were snacks for various types of vodka and vodka liqueurs: herring, anchovies, sharp cheese and bread. They ate the appetizer while standing and then sat down at the dining table. Gradually, new dishes were included in the menu in the 19th century. such a treat turned into a sandwich table for the Swedes and a buffet for everyone else.

To organize a buffet in a restaurant, a separate room or part of the room is allocated. An announcement about the opening hours of the buffet, the cost of breakfast, lunch and dinner, and the range of products on the buffet is posted in a prominent place. The buffet is located in the center of the hall or along the walls near the entrance to the hall. The basis of the buffet is refrigerated counters separately for cold appetizers and salads (salad bar). The counters, in which containers with salads and other cold snacks are stored on crushed ice, are designed so that cold air constantly circulates in them, being sucked in from one side and coming out from the other. Cold dishes are served on cupronickel, metal and porcelain dishes, salads are served in clear glass salad bowls. Dishes should be beautifully presented. For decorative purposes, curly cabbage (grencol), lemon slices, black olives, olives, green onions, dill sprigs, lettuce, tomato and cucumber slices, etc. are used. Fresh vegetables (whole red and yellow sweet peppers) are placed on ice next to cold dishes , radishes, etc.), which gives the refrigerated counter and salad bar an aesthetically attractive appearance. On all dishes with culinary products, waiters place appropriate utensils for serving - table spoons and forks, teaspoons, spatulas, tongs. Above the refrigerated counter with ice and cold snacks there are two shelves: the lower one with salted and pickled vegetables and mushrooms in transparent multi-portion salad bowls, under which linen napkins are laid, and the upper shelf on which you can place products that do not require refrigeration: bread, sauces , spices.

To prepare fried eggs and omelets, use a mobile cart with a built-in stove. Egg dishes should be prepared only when ordered and served hot to guests. To heat soups, main courses, and side dishes, steam tables are used, next to which mobile carts are installed for heating plates.