Assessment of service culture in sanatorium and resort institutions.

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Posted on http://www.allbest.ru 1. Theoretical question. The place and role of the sanatorium resort services

in the sphere of providing services to the population of the Russian Federation

2. Task. Evaluate the SCM of Karelia according to the following groups of criteria: a) main treatment programs, indications for treatment; b) accommodation conditions; c) leisure activity programs; d) main differences from neighboring SCCs

List of sources used

Theoretical question. The place and role of sanatorium and resort services in the provision of services to the population of the Russian Federation Service sector - part economy , which includes all types commercial And non-profit services ; a consolidated general category that includes the reproduction of various types of services provided, enterprises, organizations individuals

. Or the service sector is a product of labor, acting for the most part in the form of a process of achieving a result, and not just the result itself, characterized by the presence of interaction in this process between the seller and the buyer, which has specific properties - intangibility, inseparability from the source, non-storability and variability of quality.

Sanatorium-resort services can be fully characterized using the above definitions. In a narrower sense, sanatorium-resort services are services provided by accommodation enterprises located in resort areas to vacationers in order to satisfy their needs for sanatorium treatment and resort recreation. Then this type of service is part of recreational, and in to a greater extent

In identifying the place and role of these services at the state level, it is worth noting that the modern economy of Russia, like many other countries, is characterized by the growing importance of the service sector. The only thing is that if in the USA the share of employment in this area exceeds 80%, and the volume in GDP is more than 70%, then in Russia the role of services is lower, but with a trend of stable growth. So, the increase in volume paid services population in 2012 was 3.2%.

Figure 1.1 - Place of health resort services in the service system

Based on the results of 2013, an increase of 4% is expected according to forecasts of the Ministry of Finance of the Russian Federation and 2.2% according to forecasts of the Ministry of Economic Development of Russia Information from the Ministry of Finance of the Russian Federation dated July 18, 2013 “Main directions of budget policy for 2014 and the planning period of 2015 and 2016.” Directly in the structure of services by type, a significant place is given to sanatorium and resort services (Table 1.1).

Table 1.1 - Dynamics of physical volumes of paid services to the population (% compared to the previous year) “Forecast of socio-economic development of the Russian Federation for 2014 and for the planning period 2015 and 2016.” (developed by the Ministry of Economic Development of the Russian Federation)

At the same time, both forecasts indicate that the highest growth rates will continue to be demonstrated by the types of services that are leaders in the population’s demand for them. First of all, this is the tourism services market. Inbound and domestic tourism in Russia is represented by a wide variety of types.

The most actively developing are environmental, sports, extreme, skiing, educational, business, medical and recreational, and cruise types of tourism. Considering that Russia has enormous potential in the tourism sector, which, according to various estimates, is used by 10-12 percent. - 2011. - No. 9. - P.22. . To correct the situation, the Government of the Russian Federation adopted Resolution No. 644 of August 2, 2011 on the Federal Target Program “Development of Domestic and Inbound Tourism in the Russian Federation for 2011 - 2018.” Based on the results of its implementation, it is expected that by 2016 the volume of the tourism services market will increase by 41.6% compared to 2012.

Sanatorium and resort services are largely due to the development of tourism and healthcare (also showing positive dynamics). Actually, because of this dual focus, the growth rate of sanatorium and resort services exceeds the growth rate of paid services on average in total volume.

The low rate of expansion of the market for sanatorium and resort services in previous years is due to the lack of a full-fledged structure for health improvement and entertainment that meets modern requirements. But the ongoing state policy aimed at preserving and developing resorts, rational use of natural medicinal resources, strengthening the material and technical base sanatorium-resort institutions, made it possible to increase the accessibility and efficiency of the development of this type of service.

In 2012, compared to 2011, the volume of provision of sanatorium and resort services increased by more than 2 times than the increase in 2011.

Such rates are due to the following.

Firstly, there are the necessary natural resource prerequisites (deposits of mineral waters and medicinal mud, picturesque landscapes, favorable geographical location);

Secondly, there is a gradual change in investment and innovation factors (special infrastructure, marketing promotion activities, effective personnel management, an expanded list of additional services, etc.) within the sanatorium and resort industry;

Thirdly, Russian health resorts are gradually integrating into the system of the international tourism market, exporting sanatorium and resort tourism products to the markets of neighboring countries;

Fourthly, the possibilities for the functioning of sanatorium and resort institutions at the legislative level are expanding, which presupposes the establishment of balance in the development of the country's sanatorium and resort complex. As an example, the creation of a regulatory framework (Federal Law No. 116 of July 22, 2005) for the functioning of special economic zones of the tourist and recreational type.

Another aspect that should not be overlooked is social. The Russian health resort complex plays a vital role in solving social problems in preserving and strengthening the health of the country's population. Due to necessity government regulation social processes in society, a certain share of sanatorium-resort complexes should remain under the jurisdiction of the state, departments and in the form of municipal ownership, or in the form of state participation in joint-stock companies.

Combining the above, let us clarify that the new management structure in the sanatorium and resort sector, corresponding to the market economic system, has not yet taken final shape, but the main directions for its formation are: reducing the role of the state in the management and development of the sanatorium and resort complex; fragmented structure of sources of its financing; implementation economic activity sanatorium and resort institutions using the market mechanism; sanatorium and resort institutions are subordinate to various ministries and departments.

Task. Evaluate the SCM of Karelia according to the following groups of criteria: a) main treatment programs, indications for treatment; b) accommodation conditions; c) leisure activity programs; d) main differences from neighboring SCMs.

sanatorium resort service Karelian

The Karelian region is one of the most environmentally friendly and attractive areas for treatment and recreation in Russia. Karelian forests are often called the “lungs of Europe,” which is indeed plausible.

The sanatorium-resort image of the Karelian region has a unique character due to mineral resources. Some of the largest deposits of shungite were found here, a material that can ideally purify water and also participate in various procedures cleansing the body. Also, the land of Karelia is rich mineral springs waters of ferruginous nature, deposits of Gabozero mud. In this natural region, the sanatorium-resort complex was formed precisely due to the harmonious combination of earthen resources, advanced medical technologies, as well as a temperate climate that is suitable for every person.

The Karelian region has several sanatorium-resort institutions where you can receive qualified assistance by undergoing a thorough and accurate examination. The most famous sanatorium and resort institutions are: Marcial Waters, White Keys, Palaces. Kivach is currently designated as a clinic, not a SCC.

Their programs are designed to treat a wide variety of diseases:

Ї treatment of gynecological diseases (White Keys);

Ї treatment of diseases of cardio-vascular system(Marcial Waters, White Springs, Palaces);

Ї treatment bronchial asthma(White Keys, Palaces);

Ї treatment of diseases of the gastrointestinal tract (Marcial Waters, White Keys, Palaces);

Ї treatment of kidney diseases (White Keys, Palaces);

Ї treatment diabetes mellitus various stages (Martial waters);

Ї treatment of various blood diseases (Palaces);

Ї treatment of the genitourinary system (White Keys, Palaces);

Ї treatment of ENT diseases (White Keys, Palaces);

Ї treatment of diseases nervous system(White Keys, Palaces).

We will consider accommodation conditions, leisure time and differences using the example of each SCC separately.

One of the oldest resorts in Karelia is “Marcial Waters”. It was formed by decree of Peter the Great and still preserves the history and traditions of that time. In addition, there is a whole range of measures to restore the body’s strength, relieve stress, post-operative recovery They will offer acupuncture and chiropractor services. In addition, tourists always have the opportunity to visit local attractions and get acquainted with the amazing nature of Karelia, which inspired many famous artists and poets to create real masterpieces of art.

Figure 2.1 - Sanatorium “Marcial Waters”

Every year the resort receives many vacationers not only from Russia, but also from neighboring countries. The sanatorium offers its clients European level service and a wide range of medical services. The programs developed by the sanatorium staff are used for the prevention and treatment of diseases of the nervous system, respiratory and genitourinary systems, and cardiovascular diseases.

Accommodation:

Five buildings - two of them are medical.

The sanatorium has a convenient layout. The well-appointed rooms of the building are connected by passages to the dining room and medical buildings. The sanatorium has a well-developed infrastructure, which includes the following elements: post office and pharmacy, shop and cafe-bar, sauna, swimming pool, hairdresser, fitness center, winter garden.

There are “standard” and “luxury” rooms.

"Standard" is:

double rooms with amenities in the block: shower, toilet, TV, refrigerator,

double rooms with partial amenities, in the room: hot and cold water, TV, refrigerator. Showers and toilets on the floor,

double rooms with all amenities: shower, toilet, TV, refrigerator.

Suites are superior rooms with a jacuzzi.

Various 4 options available one meal according to the custom menu system. This includes different types of diets.

active recreation: fishing, boating, beach, picnic fresh air, excellent Russian bath;

children's room - classes are aimed at children from 6 to 12 years old. Professional teachers work with children. As part of the developmental activities, children will be offered: drawing, making toys with their own hands, origami, classes at the Zvezdochka theater studio, appliqué, arts and crafts classes, and watching the educational video “I Want to Know Everything.” The room is open from 12 to 17 hours (lunch break from 14 to 15 hours);

holding conferences - the sanatorium has excellent conditions not only for relaxation, but also for holding on-site conferences, seminars, meetings, business meetings: a conference hall with 150 seats, cozy bars, a meeting room for 20-30 seats, a dining room, coffee facilities -breaks and banquets;

entertainment - music salon, which has received recognition from many of our guests for long years; cinema hall;

excursions - Kivach - the second largest flat waterfall in Europe, Holy Trinity Monastery of Alexander Svirsky, Vazhezersky Monastery, House-Museum and Church of the Apostle Peter (Marcial Waters), Kizhi Island.

The leisure center will offer a vocal and dance program. There is a karaoke cafe and a hobby club “Hostess”.

Differences of the sanatorium: “Marcial Waters” is located at a considerable distance from large cities in a picturesque place in Karelia, surrounded by several lakes.

Developed infrastructure of the sanatorium, high level service and medicine will allow you to spend your weekend or vacation with health benefits.

The Marcial Waters sanatorium offers a huge selection of individual programs aimed at restoring the body, with great attention paid to rehabilitation. Much attention is paid non-drug methods treatments such as: baths, showers, swimming pools, dry carbon dioxide baths, therapeutic exercises, psychotherapy and herbal medicine. All programs are based on an individual approach to each guest.

Next to the “Marcial Waters” there is the “Palaces” sanatorium, offering everyone who wants to improve their body health with the help of physiotherapeutic and balneological procedures. Built in 2003, the hospital is today rapidly gaining popularity among tourists from all over the world. The sanatorium offers various accommodation options and a large selection of additional services, which means that in the “Palaces” you can not only improve your body’s health, but also take a break from the bustle of the city.

Figure 2.2 - Sanatorium “White Keys”

Programs:

Prevention of treatment of the musculoskeletal system,

Prevention of the digestive system,

Prevention of iron deficiency anemia,

Prevention of cardiovascular diseases,

Respiratory prevention,

Prevention of nervous system diseases,

General health.

Accommodation.

The Dvortsy sanatorium provides its guests with accommodation in a 2-storey dormitory building in comfortable rooms with all amenities. The sanatorium has a capacity of 108 rooms.

58 comfortable rooms will delight vacationers with a cozy atmosphere:

26 standard double rooms without balcony;

5 superior double rooms without balcony;

7 standard double rooms with balcony-terrace;

2 superior double rooms with balcony-terrace;

6 standard single rooms;

1 combined standard rooms without balcony (double + double);

1 combined standard room without balcony (single + double);

1 combined superior room without balcony (single + double);

1 combined superior room without balcony (double + double);

2 two-room suites (living room and bedroom);

Leisure: excursions, bathhouse, Gym. You can rent skis and barbecue.

Features of the sanatorium:

High standard of comfort and service. Most of the customer reviews express gratitude for the constant care of the staff, excellent cuisine, truly homely comfort and attention to each guest.

Compactness. The fact that “Palaces” is a small sanatorium is a definite advantage. Fund of 58 rooms. Residential buildings, medical Center and the restaurant are a single complex of buildings and getting from one end to the other is not difficult even for older people. The work of all services and the mode of provision of services are organized in such a way that even when fully loaded, there are no large crowds of people in the sanatorium; it is always quiet here. This contributes to more comfortable rest and recuperation, which is appreciated by regular customers;

Unique nature. It combines special energy and a healing climate, formed over thousands of years under the influence of unique factors.

Sanatorium "Belye Klyuchi" is another popular health center located in the suburbs of Petrozavodsk. On initial stage construction, it was decided to place a balneotherapy hospital in the building, but over time plans changed, and today White Keys offers many wellness programs that, together with advanced treatment methods, help patients overcome diseases of the musculoskeletal system, respiratory system and normalize metabolism.

Sanatorium-resort treatment is carried out in the following areas:

cardiovascular diseases,

diseases of the musculoskeletal system,

diseases of the peripheral nervous system,

diseases of the gastrointestinal tract,

respiratory diseases,

kidney diseases,

metabolic diseases,

gynecological diseases.

In addition to undergoing treatment at the sanatorium, you can also hold a business meeting or relax with your family on the weekend. Comfortable rooms, a large selection of additional services and excursion programs will leave only pleasant impressions in the memories of the sanatorium’s clients.

Accommodation.

"White Keys" operates as a business center and hotel, inviting conferences of the most different levels. You can choose from: superior rooms, standard double rooms and affordable rooms with amenities per block at a low price.

At the same time, the hospitality of the owners extends to all guests. Double rooms with private amenities are especially popular among business people arriving for negotiations and events, where discounts are provided for corporate clients.

For travel agencies - preferential offers for group accommodation.

Features of the sanatorium: the secret of the attractiveness of “White Keys” is its versatility. It is of interest to organizers of visiting business seminars, business meetings, and trainings. The hotel maintains exemplary cleanliness and a homely atmosphere.

The main and undoubted advantage of “White Keys” compared to other complexes is the choice of additional services: sports and fitness center, saunas, billiards, bar, dance hall.

Qualified hotel staff will provide guests with safety, friendly attitude and hospitality.

List of sources used

Egorov V.E. State legal regulation of organized tourism. - Pskov: “LOGOS Plus”, 2011. - 112 p.

Zhuravleva L.B. Resort business with the basics of balneology. - Sochi.: Publishing house Sochi GUTKD, 2008. - 628 p.

Information from the Ministry of Finance of the Russian Federation dated July 18, 2013 “Main directions of budget policy for 2014 and the planning period of 2015 and 2016.”

Kiselev V.V. Specifics of the modern Russian market of recreational services// UEX. - 2011. - No. 9. - P.22.

Magomedov M.A. Regional sanatorium-resort complex: today and tomorrow // Sociology of power. - 2007. - No. 1. - pp. 165-172.

“Forecast of socio-economic development of the Russian Federation for 2014 and for the planning period of 2015 and 2016.” (developed by the Ministry of Economic Development of the Russian Federation)

Posted on Allbest.ru

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State regulation of sanatorium and resort activities. Financial support for sanatorium-resort treatment and recreation. Recreational infrastructure. Organizational and methodological support for control over the implementation of state guarantees.

The main goals of the discipline are to train specialists with basic knowledge in the field of technology of sanatorium and resort services and their use in practice.

Objectives of the discipline:

Give a clear idea of modern resort technologies, the industry of health recreation and medical tourism;

Teach students the basics of technology for sanatorium and resort services;

To train students in new technologies to increase the efficiency of tourism activities and their implementation in practical activities.

The knowledge gained from studying the discipline allows us to form the most optimal set of knowledge for a future specialist in the main areas of his professional activity at a sanatorium-resort enterprise and serving guests.

As a result of studying the discipline “Technology of Sanatorium and Resort Services”, the student must:

What is a sanatorium-resort complex, its structure, functions, features;

Resort management, forms of resort activities in the Russian Federation;

Basic principles of reception, accommodation and service of guests in sanatorium-resort complex;

Basic concepts used in health tourism.

Use the acquired knowledge when working in a sanatorium-resort complex;

Attract as many guests as possible to your complex and make them want to visit this particular complex next time.

· gain skills:

In solving the problems of maintaining a sanatorium-resort complex, so that it can operate without downtime associated with the repair and maintenance of its premises.

No.	Topic name
lectures	lab.	slave.	pr. zan.	family
1.	zan.		-		-
2.	total		-		-
3.	Introduction. Goals and objectives of the discipline. Resort business in the healthcare system and health tourism.		-		-
4.	Legal aspects of regulation of the activities of sanatorium and resort organizations. Licensing and certification of health resort services.		-		-
5.	Technological cycle of servicing tourists in sanatorium-resort complexes.		-		-
6.	Fundamentals of spa medicine.		-		-
7.	Types of services provided by health resort organizations		-		-
8.	Organization and provision of catering services in the sanatorium-resort complex		-		-
	Total:		-		-
	Forms of final control:	Well. work (project)	Counter. Job	Test	Exam
	Semesters:	-	-	-
For distance learning
	Total:		-		-
	Forms of final control:	Well. work (project)	Counter. Job	Test	Exam
	Semesters:	-		-

THEORETICAL LESSONS

Introduction.

Currently, tourism is the most important socio-economic phenomenon. With the creation of a new tourism market infrastructure, issues of replenishing the State budget through tourism activities are being successfully resolved. In the development of tourism, the emphasis is initially placed on economic problems, then a social approach is considered, which is carried out to maximum meet the needs of people in this area. Solving social problems affects the active development of industries that are associated with the tourism business, expanding the range of services provided and increasing their quality, which is based on service technologies.

Topic 1. Goals and objectives of the discipline. Resort business in the healthcare system and health tourism.

The concept of resort business and balneology. The place of the sanatorium-resort complex in the provision of services to the population of the Russian Federation. The relationship between the resort business and other activities. Resort factors: concept, classification, possibilities of use for medicinal and health purposes.

Practical lesson:

Drawing up a map of the location of medical and health complexes and resorts in Northwestern region.

Topic 2. Legal aspects of regulation of the activities of sanatorium and resort organizations. Licensing and certification of health resort services.

Legal regulation of relations in the sanatorium and resort sector. Some problems of legislation in the sphere of sales of sanatorium and resort products. Licensing, standardization and certification of health resort services.

Practical lesson:

Development of characteristics of resort and recreational resources of the Russian Federation.

Topic 3. Classification of sanatorium and resort organizations.

System of classifications of sanatorium and resort organizations, purpose, features. Requirements for health resort organizations. Features of sanatorium and resort services.

Practical lesson:

Determination of the composition of the material and technical base of sanatorium and resort organizations providing services for active types of recreation.

Topic 4. Resort management. Forms of resort activities in the Russian Federation.

Historical evolution of approaches to resort management. Resort Management various levels. Implementation of management functions in health resort institutions. The main forms of resort activities in the Russian Federation. Organization of the work of the sanatorium.

Practical lesson:

Analysis of personnel composition and features of personnel management of a sanatorium-resort organization.

Topic 5. Technological cycle of servicing tourists in sanatorium-resort complexes.

Closed technological cycle of serving tourists in sanatorium and resort complexes. Its stages. Basic services ensuring the functioning of the complex.

Practical lesson:

Drawing up and development of technology for processing applications for reserving places in a sanatorium-resort complex.

Topic 6. Basics of spa medicine

Concept of the health industry. Stages of medical care. Modern representations about the interaction of the organism with the environment. Assessing the need for health resort services. Organization of sanatorium and resort business in the Russian Federation and abroad. The essence and components of spa medicine in modern conditions.

Practical lesson:

Development of the organizational structure of a sanatorium-resort organization.

Topic 7. Types of services provided by health resort organizations.

Regenerative medicine as a new preventive direction. Rehabilitation potential and rehabilitation system at the resort. Treatment with mineral waters (balneology). Mud therapy. Physiotherapy.

Practical lesson:

Development of job descriptions for staff of sanatoriums and sports and recreation facilities.

Topic 8. Organization and provision of catering services in the sanatorium-resort complex.

Spa diet therapy. Evolution of approaches to the organization of health resort catering. Organization Basics therapeutic nutrition at resorts. Requirements for catering establishments in sanatorium and resort organizations.

Practical lesson:

Development of a control scheme for the organization of therapeutic nutrition in sanatorium and resort organizations.

- performance test work;

– preparation for the exam.

SUBJECTS OF CONTROL WORKS

(for students distance learning)

1. The importance of planning sanatorium and resort organizations in the technology of resort services.

2. Features of planning of tourist organizations in the Russian Federation.

3. The importance of planning sanatorium and resort organizations in solving socio-economic problems of tourism business development in the Russian Federation.

4. Modern forms and methods of operation of various resorts.

5. Medical and recreational areas, districts, security surveillance in the Russian Federation.

6. Resorts of the Russian Federation in the general system of healthcare and tourism.

7. Organization of children's health at a modern resort.

8. Socio-economic efficiency of sanatorium-resort rehabilitation.

9. Resort infrastructure, main tasks, features of operation.

10. Ecological regime at resorts.

11. Management of treatment and preventive activities.

12. Engineering equipment of sanatorium and resort organizations, planning features.

13. Accessibility for visitors of health resort complexes with limited mobility, planning features.

14. Fire safety of sanatorium-resort complexes, planning features.

15. Requirements for evacuation when planning complexes, features.

FORMS AND TYPES OF KNOWLEDGE CONTROL

1. Current control:

─ survey during practical classes;

─ fulfillment of control tasks and tasks;

─ protection of test work;

─ boundary control.

─ the exam is conducted orally or in writing, subject to the completion of all forms of ongoing control and in accordance with the curriculum.

LIST OF QUESTIONS FOR PREPARING FOR THE EXAM

1. The concept of resort business and balneology.

2. The place of the sanatorium-resort complex in the provision of services to the population of the Russian Federation. The relationship between the resort business and other activities.

3. Resort factors: concept, classification, possibilities of use for medicinal and health purposes.

4. Medical and health tourism, current state and features.

5. Main types of resorts.

6. Legal regulation of relations in the sanatorium and resort sector. Some problems of legislation in the sphere of sales of sanatorium and resort products.

7. Licensing, standardization and certification of health resort services.

8. Resort and recreational resources of the Russian Federation

9. System of classifications of sanatorium and resort organizations, purpose, features.

10. Requirements for health resort organizations. Features of sanatorium and resort services.

11. Organization of work of the sanatorium. Basic services of sanatorium and resort institutions.

12. Active types of recovery.

13. Historical evolution of approaches to resort management. Management of resorts at various levels.

14. Implementation of management functions in health resort institutions.

15. Organizational management structures in sanatorium and resort organizations. Types of organizational management structures.

16. Main forms of resort activities in the Russian Federation.

17. Personnel composition, features of personnel management. Requirements for personnel.

18. Closed technological cycle of serving tourists in health resort complexes. Its stages.

19. Basic services ensuring the functioning of the sanatorium-resort complex.

20. Sources for receiving applications for reserving places in a sanatorium-resort complex.

21. Modern principles organization of resort business in the Russian Federation.

22. Concept of the health industry. Stages of medical care.

23. Modern ideas about the interaction of the organism with the environment.

24. Assessing the need for health resort services.

25. Organization of sanatorium and resort business in the Russian Federation and abroad.

26. The essence and components of spa medicine in modern conditions.

27. Sanatorium and resort complex. Typical structure

28. Features of the structure of the sanatorium-resort complex, its importance in service technology and planning.

29. Types and types of recreational and rehabilitation institutions.

30. Types of services provided by health resort organizations.

31. Technological schemes for life support, health improvement, entertainment.

32. Therapeutic and health process at the resort, methods, principles, features.

33. Restorative medicine as a new preventive direction.

34. Rehabilitation, goals, objectives, purpose in a resort setting.

35. Basic rehabilitation complexes and events.

36. Basic principles and approaches to optimizing rehabilitation assistance to the population.

37. Natural medicinal resources of Russia, concepts, features.

38. Mineral waters as the main natural healing factor.

39. Mineral waters, origin, use for health purposes.

40. Mineral waters, classification, use for internal use.

41. Healing mud, significance as a natural healing factor.

42. Healing mud, origin, classification. Features of application.

43. Basics of interaction of the body with physical factors. Classification physical factors used in physiotherapy.

44. Use of rare and unconventional methods treatment.

45. Criteria taken into account when classifying accommodation facilities (health resort organizations).

46. What is a sanatorium-resort organization, its purpose and features.

47. Classification of buildings and adjacent territories of sanatorium and resort organizations.

48. Classification of premises of sanatorium and resort organizations.

49. Layout and equipment of rooms of sanatorium and resort organizations. Equipping rooms with furniture and equipment.

50. Features of sanatorium and resort services. Reveal their meaning. Personnel participation in the production process. Service standards, criteria by which the level of customer service is assessed.

51. Main job responsibilities of heads of basic services of sanatorium and resort organizations. Qualification requirements for this position.

52. The procedure for checking in guests, its main stages. Groups into which guests arriving at the sanatorium-resort complex can be conditionally divided.

53. What is the occupancy rate of a sanatorium-resort organization? Load factor. Average daily room rate.

54. Reservation service. Purpose, objectives and main functions. Staff work schedule.

55. Rooms maintenance service. Main functions, features, meaning.

56. Technical equipment of rooms. Equipping the rooms with furniture and equipment.

57. Structure and personnel composition of the room management service. Features of personnel selection and management.

58. Inventory and sanitary and hygienic equipment for the room. Characteristics of public sanitary facilities.

59. Animation and leisure activities in sanatorium and resort organizations

60. Organization and technology of catering for guests. Management structure of catering establishments of sanatorium and resort organizations.

61. Features of organizing catering services in sanatorium and resort organizations. The concept of diet therapy.

62. Characteristics of food premises. Requirements for the area and placement of food premises.

63. Engineering equipment of sanatorium and resort organizations.

64. Heating, ventilation and air conditioning system.

65. Water supply and sewerage system.

66. Electrical devices.

67. Gas supply.

68. General requirements for planning sanatorium and resort organizations.

69. Culture of behavior of personnel of sanatorium and resort organizations.

70. Technology of sanatorium and resort services.

EDUCATIONAL AND METHODOLOGICAL SUPPORT OF DISCIPLINE

Main:

1. Lyapina, I. Yu. Organization and technology of hotel services: textbook / I. Yu. Lyapina. – M.: Academy, 2005.

2. Timokhina, T. L. Organization of reception and service of tourists: textbook. allowance / T. L. Timokhina. – M.: Knigodel, 2004.

Additional:

1. Volkov, Yu. V. Hotel service technology: textbook. allowance / Yu. V. Volkov. – Rostov n/d: Phoenix, 2005.

2. Tourism and hotel management: textbook. manual / ed. L.P. Shmatko. – M.: MarT, 2005.

3. Tourism and hotel management: textbook / pod. ed. A. D. Chudnovsky. – M.: Yurkniga, 2005.

4. Chernykh, N. B. Travel technology and organization of customer service: textbook. allowance / N. B. Chernykh. – M.: Soviet sport, 2002.

Periodicals:

1. Hotline. Tourism: magazine.

2. TourNAVIGATOR: magazine.

3. TRAVEL+LEISURE: magazine.

1. Internet resource for hotel industry professionals http://www.moshotel.ru/

2. Website of the daily electronic newspaper for tourism industry professionals http://www.ratanews.ru/

3. Suvorova S.D. Electronic textbook “Hotel Service Technology”

4. Tourist informational portal TURIST.RU http://www.turist.ru/onews/about/index.shtml?2003/05/29/25285

Compiled by: Ph.D., Art. Lecturer at the Department of Management entrepreneurial activity» S.D. Suvorova.

Reviewer: Ph.D., Associate Professor Department of “Business Management” N.M. Egorova.

PLANNING TOURIST ORGANIZATIONS
AND HOTEL COMPLEXES

GOALS AND OBJECTIVES OF STUDYING THE DISCIPLINE

The main goals of the discipline are to train specialists with basic knowledge in the field of planning of tourist and hotel complexes, and the use of this knowledge in practice.

The objectives of the discipline are to teach students:

The basics of planning tourist and hotel complexes, taking into account a number of standardized initial requirements;

New technologies to improve the efficiency of tourism activities, their implementation in practical activities, to increase the efficiency of tourism activities.

The knowledge gained during the study of the discipline allows us to form the most optimal set of knowledge of the future specialist in the main areas of his professional activity in planning a tourism and hotel enterprise.

REQUIREMENTS FOR THE LEVEL OF MASTERING THE CONTENT OF THE DISCIPLINE

As a result of studying the discipline “Planning of tourist hotel complexes”, the student must:

What is a tourist and hotel complex, its structure, functions, features;

Personnel composition, features of personnel selection, requirements for personnel;

Features used in planning tourist hotel complexes;

Basic principles of reception, accommodation and service of guests in a hotel complex;

Main functions, features, importance of various services serving guests;

Basic requirements for buildings and surrounding areas;

Basic requirements for the premises of tourist and hotel complexes;

Engineering services for tourist and hotel complexes, planning features;

Basic concepts used in international tourism.

Use the acquired knowledge when working in a tourist hotel complex;

Apply them correctly when unusual situations arise;

Attract as many guests as possible to your tourist or hotel complex and make them want to visit this particular complex next time.

· gain skills:

In planning tourist and hotel complexes;

In resolving issues of meeting, receiving, servicing guests during their stay and checking them out;

In solving the problems of maintaining a tourist or hotel complex, so that it can operate without downtime associated with the repair and maintenance of premises.

TYPES OF EDUCATIONAL WORK. EDUCATIONAL THEMATIC MAP OF DISCIPLINE

No.	Topic name	Volume of classroom sessions (in hours)	The volume itself. slave. students (per hour)
lectures	lab.	slave.	pr. zan.	family
1.	Introduction. Planning in a tourism enterprise.		-	-	-
2.	The role of government regulation in the tourism industry		-		-
3.	Planning of tourist organizations and hotel complexes		-		-
4.	General requirements for planning tourist and hotel complexes		-		-
5.	Planning organizational schemes for managing tourist and hotel complexes		-		-
6.	Improving automation processes and technical equipment of tourist and hotel complexes		-		-
7.	Technological cycle of servicing tourists in tourist and hotel complexes		-		-
	Total:		-		-
	Forms of final control:	Well. work (project)	Counter. Job	Test	Exam
	Semesters:	-	-		-
For distance learning
	Total:		-		-
	Forms of final control:	Well. work (project)	Counter. Job	Test	Exam
	Semesters:	-	-		-

THEORETICAL LESSONS

Introduction.

Currently, tourism is the most important socio-economic phenomenon. With the creation of a new tourism market infrastructure, issues of replenishment are being successfully resolved state budget due to tourism activities. In the development of tourism, the emphasis is initially placed on economic problems, then a social approach is considered, which is carried out to maximum meet the needs of people in this area. One of the most important blocks in the technology of tourism activities is tourist accommodation facilities, which are designed to provide a range of services, the completeness and quality of which directly depend on the planning of tourist and hotel complexes. In this regard, the goal and main objectives of the discipline are to teach the basics of planning tourist and hotel complexes, taking into account a number of standardized initial requirements, their development and implementation in practical activities, to increase the efficiency of tourism activities.

Topic 1. Planning in a tourism enterprise.

The essence and functions of planning. Types of planning. Planning principles. The relationship between strategic and operational planning in tourism. General planning requirements in tourism. Basic principles of planning in tourism. Stages of planning in tourism.

Topic 2. The role of government regulation in the tourism industry.

International organizations, influencing the development of tourism. Reasons determining the level state influence for the development of tourism. Factors that influence government regulation.

Practical lesson:

Situational analysis on the topic “International organizations influencing the development of tourism.”

Topic 3. Planning of tourist organizations and hotel complexes.

Legal norms of the tourism industry. Accommodation facilities, their classification. International classifications of hotels. Classification of hotels in the Russian Federation. General characteristics of hotel enterprises. Composition of the material and technical base of tourist and hotel complexes. Characteristics of the hotel building. Requirements for buildings and structures of tourist and hotel complexes. Classification of buildings and structures of tourist and hotel complexes. Classification of premises of tourist and hotel complexes. Classification of rooms in tourist and hotel complexes. Classification of furniture in tourist and hotel complexes.

Practical lesson:

Drawing up characteristics of the material and technical base of the accommodation facility.

Topic 4. General requirements for planning tourism organizations and hotel complexes.

Buildings and structures in hotel complexes. Master plan of tourist and hotel complexes. Placement of utilities. Hotel life support systems. Fire safety of tourist and hotel complexes. Number of floors of public buildings, degree of fire resistance of buildings, escape routes. Additional requirements for buildings with a height of 10 floors or more. Requirements for the main premises of tourist and hotel complexes.

Practical lesson:

Analysis of requirements for the main premises of tourist and hotel complexes:

Topic 5. Planning organizational schemes for managing tourist and hotel complexes.

Features of organizational structures of management of tourist and hotel complexes. Design of organizational management structure. Principles of planning organizational structures for the management of tourist and hotel complexes.

Practical lesson:

Situational analysis of compliance with the principles of guest service in the public part of the hotel.

Topic 6. Improving automation processes and technical equipment of tourist and hotel complexes.

Design of computerization and automation of the main services of hotel complexes. Development and capabilities of computer reservation systems.

Practical lesson:

Analysis of requirements, accessibility for visitors with limited mobility:

Topic 7. Technological cycle of servicing tourists in tourist and hotel complexes. Conclusion.

Closed technological cycle of serving tourists in a hotel, its stages. Functional requirements for the main types of tourist hotels. Classification and requirements for food establishments. Technological process providing tourists with food. Conclusions based on the presented material.

Practical lesson:

Analysis of requirements for food establishments.

ORGANIZATION OF INDEPENDENT WORK OF STUDENTS

Independent work of students in the discipline includes:

– independent study of theoretical sections of the discipline as instructed by the lecturer;

– repetition and in-depth study of lecture material;

– solving practical problems and preparing for practical classes;

– preparation for the test.

FORMS AND TYPES OF KNOWLEDGE CONTROL

1. Current control:

– survey during practical classes;

– fulfillment of control tasks and tasks;

– boundary control.

2. Interim certification – test and examination session:

– pass – based on the results of all forms of current control in accordance with the curriculum.

3. Control of students’ residual knowledge (tests).

EDUCATIONAL AND THEMATIC SUPPORT OF DISCIPLINE

Main:

1. Lyapina, I. Yu. Organization and technology of hotel services / I. Yu. Lyapina. – M.: Academy, 2005.

2. Planning at a tourism enterprise: textbook. manual / ed. E. I. Bogdanova. – St. Petersburg. : BUSINESS PRESS, 2003.

3. Timokhina, T. L. Organization of reception and service of tourists / T. L. Timokhina. – M.: Knigodel, 2004.

Additional:

1. Volkov, Yu. V. Hotel service technology: textbook. allowance / Yu. V. Volkov. – Rostov n/a. : Phoenix, 2005.

2. Chernykh, N. B. Travel technology and organization of customer service: textbook. allowance / N. B. Chernykh. – M.: Soviet sport, 2002.

TECHNICAL AND ELECTRONIC LEARNING TOOLS

Suvorova S.D. Electronic textbook “Planning of sanatorium and resort organizations.”

LOGISTICS

This discipline uses technical and electronic teaching aids, visual educational materials, video and audio materials.

Compiled by: Ph.D., Art. Lecturer at the Department of Business Management S.D. Suvorova.

Reviewer: Ph.D., Associate Professor Department of “Business Management” N.M. Egorova.

GOALS AND OBJECTIVES OF STUDYING THE DISCIPLINE

The main goals of the discipline are to train specialists with basic knowledge in the field of technology of sanatorium and resort services and their use in practice.

Objectives of the discipline:

give clear ideas about modern resort technologies, the industry of health recreation and medical tourism;

teach students the basics of health resort service technology;

to train students in new technologies to increase the efficiency of tourism activities and their implementation in practical activities.

REQUIREMENTS FOR THE LEVEL OF MASTERING THE CONTENT OF THE DISCIPLINE

As a result of studying the discipline “Technology of Sanatorium and Resort Services”, the student must:

what is a sanatorium-resort complex, its structure, functions, features;

resort management, forms of resort activities in the Russian Federation;

personnel composition, features of personnel selection, requirements for personnel;

basic principles of reception, accommodation and service of guests in a sanatorium-resort complex;

main functions, features, importance of various services serving guests;

basic concepts used in health tourism.

use the acquired knowledge when working in a sanatorium-resort complex;

apply them correctly when unusual situations arise;

attract as many guests as possible to your complex and make them want to visit this particular complex next time.

gain skills:

in resolving issues of meeting, receiving, servicing guests during their stay and checking them out;

in solving the problems of maintaining a sanatorium-resort complex so that it can operate without downtime associated with the repair and maintenance of its premises.

TYPES OF EDUCATIONAL WORK. EDUCATIONAL THEMATIC MAP OF DISCIPLINE

	Topic name	Volume of classroom sessions (in hours)		myself. slave. students
	Topic name			myself. slave. students
	Introduction. Goals and objectives of the discipline. Resort business in the healthcare system and health tourism.
	Legal aspects of regulation of the activities of sanatorium and resort organizations.
	Licensing and certification of health resort services.
	Classification of sanatorium and resort organizations
	Resort management. Forms of resort activities in the Russian Federation
	Technological cycle of servicing tourists in sanatorium-resort complexes.
	Fundamentals of spa medicine.
	Types of services provided by health resort organizations

	Organization and provision of catering services in the sanatorium-resort complex	Forms of final control:	Well. work (project)
	Counter. Job
Semesters:

	Organization and provision of catering services in the sanatorium-resort complex	Forms of final control:	Well. work (project)
	Counter. Job

For distance learning

Introduction.

RESORT BUSINESS IN THE HEALTH CARE SYSTEM AND HEALTH AND HEALTH TOURISM

1.1. The concept of resort business and balneology.

Resort business– this is a set of all types of scientific and practical activities on the organization and implementation of treatment and prevention of diseases based on the use of natural healing resources. Resort business(activity) - a set of all types of scientific and practical activities for the organization and implementation of disease prevention, treatment and rehabilitation of patients based on the use of natural medicinal resources, studying their properties and mechanism of action, a set of measures for the organization, construction, management of resorts, provision of treatment and cultural amenities service to citizens, exploitation and protection of natural medicinal resources and sanitary protection of resorts.

It is also a sector of the service economy that performs important social tasks:

To strengthen the health of the population (individual and public) based on the rational use of natural and recreational resources and the domestic resort complex (sanatorium and resort infrastructure and human resources);

To restore labor resources, employment and development of resorts.

The scientific medical basis of the resort business is balneology.

Resortology– a medical scientific discipline that studies the healing properties of natural climatic and preformed physical factors, the nature of their action on the human body, the possibility of their use for therapeutic and preventive purposes, as well as for the purpose of healing.

Resortology as a science is based on the following areas:

1. Balneology – the science of medicinal waters from the Latin “balneum” – bath; balneotherapy - the use of mineral water with medicinal purposes.

2. Climatology - the study of climate, climatotherapy - the use of climate for therapeutic and health purposes.

2.1. Heliology is the science of the sun; heliotherapy is the use of sunlight for therapeutic and health purposes.

2.2. Aerology – the study of air; aerotherapy – the use of air for therapeutic and health purposes.

2.3. Thalassology - the study of the sea; thalassotherapy - (from the Greek thalassa - sea and therapy) - treatment with a marine climate and swimming in combination with sunbathing.

3. Dietetics - the study of nutrition; diet therapy – the use of nutrition for therapeutic and health purposes.

4. Kinesitherapy – movement treatment; Physical Culture– active recreation and therapeutic physical education (PT).

5. Preformed physical factors – artificial factors. Physiotherapy is the use of preformed physical factors for therapeutic purposes.

Since the resort business considers scientific and practical issues of activity at the resort, it is appropriate to give some related definitions.

Resort- a territory that is developed and used for therapeutic and preventive purposes and has natural healing resources. Medicinal properties natural objects and conditions are established on the basis scientific research, many years of practice and are approved by the federal executive body in charge of healthcare issues.

Depending on geographical location and nature climatic conditions resort area it has one or more natural healing factors. Based on the nature of the natural factor, resorts are divided into:

Climatotherapeutic, the main therapeutic factors of which are various components of climate; in accordance with natural and climatic zones, such resorts are divided into flat, steppe, desert, mountain, coastal and others;

Balneotherapy, the main healing factor of which is mineral water various types;

Mud therapy, the main healing factor of which is mud of various types;

Mixed, in which a complex of therapeutic factors is used.

According to the degree of therapeutic effectiveness of natural healing factors, the level of their development and improvement, resorts, in accordance with the Federal Law of March 1, 1995, are divided into resorts and health-improving areas of federal, regional and local significance.

Resorts of federal significance include resort towns on the Black Sea coast of the Krasnodar Territory, Caucasian Mineral Waters, Nalchik, Sergievsky Mineral Waters, Belokurikha, the resort area of St. Petersburg on the coast of the Gulf of Finland, and seaside resorts in the Kaliningrad region. Resorts of regional significance are, in accordance with the procedure established by law, under the jurisdiction of state authorities of the constituent entity of the Russian Federation. Resorts of local importance are determined by local governments, in favorable landscape and microclimatic conditions near large cities and industrial zones.

The resort fund of the Russian Federation includes the totality of all identified and recorded natural healing resources, health-improving areas, as well as resorts and resort regions. Depending on the goals of their activities, resorts perform the following functions:

Spa treatment;

Medical rehabilitation sick;

Restorative treatment of persons with premorbid and prenosological forms and conditions;

Healthy recreation and disease prevention; - cultural, educational and entertaining.

The first three functions of spas form the basis of spa therapy - medicinal use natural physical factors.

Wellness holiday - stay at resorts for practically healthy people who do not need special medical care, medical supervision and treatment. The main health-improving factors are physical culture and sports, short- and long-distance tourism, natural healing factors used to harden the body, as well as cultural events.

Medical (therapeutic) tourism is a temporary departure from a permanent place of residence for medical, recreational and heuristic purposes. There are water, mountain, and ski tourism, and by duration - short-term (57 days) and long-term (more than 7 days).

Resorts are located in health-improving areas - in areas with natural healing resources suitable for organizing treatment and prevention of diseases. For the most effective use of such areas for medical and health purposes, it is necessary to have a resort infrastructure.

Under the resort infrastructure one should understand the system of material objects and activities that provide resort services to the population and contribute to the strengthening of their health. The resort infrastructure includes medical and preventive, cultural, social and entertainment facilities, sports grounds, specially trained medical and service personnel, etc. Resort infrastructure is a subsystem social infrastructure, but it also has its own subsystem. This includes a system of auxiliary facilities - communications, roads, transport, etc.

For the functioning of resort resources, a resort economy is created, the function of which is to serve people for the purpose of treatment and. recreation, which is a complex of medical and preventive institutions - sanatoriums, medical boarding houses, resort clinics, beaches, mineral water galleries, hydropathic clinics, radon clinics, mud baths, solariums, aerariums, swimming pools and water parks, theme and natural parks, etc. More detailed description forms of resort activities are presented in a separate chapter.

Thus, scientific and practical activities at resorts are quite diverse and include several main areas that can be classified as resort business (Fig. 1.1). Their presence is associated with the complexity of the concept of “sanatorium-resort product,” which includes several basic components: medical and health services, accommodation services, food, and leisure.

Objectives of the resort business:

Development of scientific foundations for the organization of resort business, issues of management and economic regulation of this activity;

Development of methods and technologies for sanatorium-resort treatment and recovery;

Search for resort resources;

Studying the needs of the population for sanatorium-resort health improvement and treatment (including studying recreational needs);

Development of legal aspects of resort activities, licensing, standardization and certification of resort services;

Consideration of issues related to the operation of resort facilities (health resorts, resort infrastructure);

Improving technologies and quality of resort services, including issues of accommodation, food, animation and leisure activities;

Development of scientific foundations and standards for sanatorium and resort infrastructure, improvement, including issues of sanitary protection of resorts.

The place of the sanatorium-resort complex in the provision of services to the population of the Russian Federation. The relationship between the resort business and other activities.

A global feature of the modern economy is the progressive growth of the service sector compared to material production, especially pronounced in developed countries. Thus, in the United States, the share of work (employment) in the service sector reached 75% by the mid-1990s, and in 2005 it is expected to exceed 80%. The services sector accounts for more than 75% of GDP and 67% of new US companies. A similar situation is observed in other developed countries, where the share of services in the gross national product ranges from 2/3 to 3/4 of the volume. In Russia, even in conditions of a transition economy, a large-scale crisis and imperfect statistics, the role of services in GDP production is quite large (Table 1.1). The volume of services produced in recent years has consistently amounted to about half of GDP.

It should be noted that there is no single generally accepted definition of the service sector. Therefore, to ensure a unified understanding of the problem, we define a service as a product of labor, which acts, first of all, in the form of a process of achieving a result, and not just the result itself, characterized by the presence of interaction in this process between the seller and the buyer, having such specific properties as intangibility, inseparability from the source, variability of quality, non-storability.

These definitions can be extended to the sphere of sanatorium and resort services, which occupy a significant place in the system of providing services to the population of the Russian Federation (Table 1.2).

At the same time, sanatorium-resort services have both an economic uniqueness common to the entire service sector and their own specific features.

The originality of sanatorium and resort services, associated with their classification into the service sector, is characterized by the above-mentioned features common to this sphere and distinguishing it from material production, namely: intangibility, variability of quality, inseparability from the source of production, inability to store. At the same time, sanatorium and resort services also have their own specific features, determined by the historical development of the Russian resort system.

In a narrower sense, health resort services- these are services provided by accommodation enterprises located in resort areas to vacationers in order to satisfy their needs for sanatorium treatment and resort recreation. In this context, they form part of recreational services (Fig. 1.2).

Resort factors: concept, classification, possibilities of use for medicinal and health purposes.

The therapeutic and health-improving effects of resort factors have been studied for many decades, and now a harmonious system of their classification has been formed, and rational schemes for use in sick and healthy people have been worked out.

According to modern scientific knowledge in the field of balneology, the classification of resort factors can be presented in the following form

As follows from the one shown in Fig. 1.3 characteristics of resort factors, the main ones are natural-climatic, scientific directions for the study and use of which can be presented in the following form (Fig. 1.4).

For many domestic resorts, natural and climatic factors are the basis of resort health improvement. In accordance with the climatic, natural and landscape characteristics of recreational regions, the following types of resorts are deployed on their territory, schematically presented in Fig. 1.5.

In the Russian Federation there are resorts of all these main types, where complex health improvement schemes based on the combined use of natural-climatic and preformed physical factors are used for therapeutic, rehabilitation and preventive purposes. This primarily applies to resorts mixed type, such as climatobalneological and balneological mud, as well as using special natural and climatic factors, such as naftalan, underground microclimate salt caves or mines (speleotherapy).

Along with the use of natural and climatic health factors, in spa treatment and rehabilitation, a significant place is occupied by preformed physical factors, on the basis of which the whole section functions non-drug treatment and wellness – physiotherapy.

In physiotherapy, the main active principle is not medication, but physical factors obtained and used with the help of special medical equipment. For their effective application special methods have been developed and proposed for the treatment of various diseases and the improvement of the health of vacationers, taking into account age characteristics sick and healthy person.

In recent decades, rational schemes for combining physiotherapy with non-injection administration into the body have been developed. medications. This method is based on the principle of electrophoresis or phonophoresis of medicinal substances and with its help drugs such as novocaine for radiculitis, bromine for neurasthenia, iodine as an anti-inflammatory agent, proserin for impotence, etc. are introduced into the body. medicines is the safest against infection by injection diseases, such as AIDS, hepatitis and other infections.

Currently, new physical methods, such as laser therapy, magnetic therapy, aroma hydrotherapy, which are widely introduced into resort practice, have become widespread in health and medical practice; devices and methods for their combined use have been developed.

Active recreation, including the use of physical exercises, walks, jogging, outdoor games, various types of tourism and excursions, etc., occupies a significant place in sanatorium-resort recovery.

In the conditions of seasonal resorts, such as the resorts of the Caucasian Mineral Waters, the Black Sea coast of the Caucasus, with the exception of the Sochi resort, sanatorium recreation uses types of active recreation that are characteristic only for the spring-autumn period of the year. At the same time, there are also winter mountain resorts, where the healing natural factors are: snow cover, heliotherapy, landscape therapy and aerotherapy.

At high altitudes, there is an increased intensity of ultraviolet activity. Staying at a significant altitude above sea level, up to 1.5-2.2 thousand m, has a healing effect in terms of increasing the number of red blood cells, due to red blood reserves. This manifests the physiological compensatory reaction of the body to a decrease in the oxygen content in the inhaled air in high altitude conditions. Due to this, the body’s reserve capacity to tolerate physical activity increases and the oxygen content in the atmospheric air decreases, which is observed when weather conditions change. The latter serves as a factor in the prevention of meteotropic reactions and increases the adaptive properties of the body. In the winter highlands of the resort, a great training physical activity, as well as a factor in strengthening volitional qualities and endurance are ski slopes, ski jumping, etc. Consequently, even in winter conditions, when staying at a high-mountain resort, you can achieve a pronounced health effect, and the resort itself can act as a year-round active recreation center. Such centers of active resort health and recreation include the high-mountainous region “Krasnaya Polyana” of Sochi, the use of which turns the Sochi resort into a year-round medical and recreational center in Russia.

In sanatorium-resort recovery, in addition to natural, climatic and physical factors, a significant place is given to the organization of rational nutrition.

In resort practice, there is a distinction between dietary and health nutrition, which are one of the main components of complex treatment and recovery for vacationers. When providing dietary nutrition, so-called treatment tables are organized, which are designed to take into account the following hygienic requirements and rules:

1. The full value of the daily allowance therapeutic diet, which refers to the supply of the amount of proteins, fats, carbohydrates, mineral salts and vitamins necessary for the body.

2. Balance - the correct physiological ratio in the daily diet of the main components - proteins, fats and carbohydrates, vitamins and mineral salts.

3. Safety – compliance with hygienic standards of preparation, proper heat treatment of food products, excluding infection with acute intestinal diseases such as dysentery, salmonellosis, etc.

4. Compliance of nutrition with age and professional standards and the pathology observed in vacationers, especially with diseases of the digestive organs, liver, kidneys, etc.

Strict adherence to the specified hygienic standards and rules of catering is one of the main therapeutic and health factors of resorts, especially in modern conditions, when the majority of vacationers, including children, are overweight.

In sanatorium-resort practice, massage occupies a certain place, which is one of the most desirable preventive methods of health improvement and recreation for vacationers at the resort. Massage procedures evoke positive emotions and have a general tonic effect.

The absence of pronounced contraindications and the relative ease of implementation makes it possible to organize massage not only at resorts, but in almost all holiday homes, boarding houses, tourist health and hotel complexes.

At the same time, massage is often used in combination with such healing procedures as “Russian”, “Finnish” and other types of baths, sea, winter and ice bathing, etc. While staying in saunas and Russian baths, various herbal remedies are used for healing purposes. Scientific background their use is carried out by herbal medicine, which means the use medicinal plants and products plant origin for the purpose of promoting health, preventing and treating diseases.

In recent years, interest in herbal medicine has especially increased due to the fact that it can serve in many cases as an alternative to the use of synthetic drugs that can cause numerous undesirable effects in the body.

In the conditions of sanatorium-resort healing, herbal medicine is used:

For prevention acute diseases; - treatment of patients with chronic pathology; - strengthening the health of vacationers.

Almost all sanatoriums in the country have herbal medicine rooms and herbal bars, where vacationers receive therapeutic and wellness treatments, cocktails, tea, juices, syrups, etc.

No less therapeutic and recreational importance is attached to psychotherapy and reflexology in the resort business. In this case, the effect of psychotherapy is based on hypnotic suggestion, which makes it possible to influence psychogenically caused vegetative-visceral disorders, i.e. for painful disorders internal organs. In turn, reflexology is based on irritation of biologically active points, which, depending on the strength of the impact, causes calming, analgesic and sedative effects. In resort health conditions, reflexology is widely used in the rehabilitation of vacationers.

At the same time, in addition to the wide indications and possibilities of spa treatment, it should be borne in mind that for some diseases, trips to the resort are contraindicated. TO general contraindications for course use of resort treatment methods include: malignant neoplasms of any localization, systemic diseases blood, bleeding or suspicion of it, active form tuberculosis, cardiovascular failure, general serious condition, high body temperature, severe exhaustion, acute infectious diseases, serious illnesses nervous system, individual intolerance to the factor, etc.

Summarizing the material on the characteristics and methods of using resort factors, it should be noted that in the domestic resort business there are all the necessary methodological developments on the methods and forms of their use for medicinal and health purposes.

Thus, modern problems socio-economic plan require the development of new approaches to sanatorium-resort treatment and health improvement of vacationers, taking into account the age, gender and professional-ecological characteristics of residents of various regions of the Russian Federation. In terms of attracting citizens to rest and improve their health foreign countries, the comfort of sanatoriums, boarding houses and hotels, as well as the level of service in them, should be significantly improved. A significant place in the development of new schemes and principles of health improvement should be given to the organization of active recreation and dietary nutrition, taking into account the national traditions of vacationers from different regions of the world. At the same time, the promotion of national Russian, Caucasian cuisine and other traditions of the peoples of the Russian Federation also requires its development. The latter can add a special flavor to the organization of active recreation and recreation at Russian resorts.

To solve these important problems, knowledge of the theoretical and practical foundations of the use of resort and health factors is required, which is the subject of the following sections of the textbook.

1.4. Medical and health tourism, current state and features. Characteristics of world resorts.

Medical tourism occupies a special place in the system of global resort and tourism relations. In terms of person-days of stay, medical tourism occupies less than 1% of global tourism turnover, and in the structure of income – more than 5%, i.e. This is the most money-intensive sector of tourism. All over the world, theorists of the leisure industry in search of doping find the most exotic entertainment, but what is most valued is the opportunity to restore health during exciting tourist routes.

Medical tourism as an industry is considered a phenomenon of the 80s of the twentieth century. However, the history of its development goes back centuries.

Traveling for medicinal purposes has a long history. Even the ancient Greeks and Romans used healing springs and places with a favorable climate in order to improve their health. Not only the sick arrived at the resorts, but also healthy people who wanted to relax and had sufficient funds for this. In Greece Epidaurus and Kos were famous, and in Rome the secular seaside resort of Baiae was famous.

Features of medical and health tourism.

Medical and health tourism has a number of distinctive features. Firstly, your stay at the resort, regardless of the type of illness or disease, must be long, at least three weeks. Only in this case the desired healing effect is achieved. Secondly, treatment at resorts is expensive. Although in Lately Relatively cheap tours began to be developed; this type of tourism is designed mainly for wealthy clients, who are increasingly focused not on a standard set of medical services, but on individual program treatment. Another feature is that people of the older age group go to resorts when their symptoms worsen. chronic diseases or a weakening body is unable to cope with everyday stress at work and at home. Accordingly, these tourists make a choice between resorts that specialize in the treatment of a specific disease, and mixed-type resorts that have a general strengthening effect on the body and promote recuperation.

Recently, the health tourism market has been undergoing changes. Traditional sanatorium resorts are ceasing to be places of treatment and recreation for the elderly and are becoming multifunctional health centers designed for a wide range of consumers.

Modern transformations of resort centers are due to two circumstances. First of all, by changing the nature of the demand for health services. Comes into fashion healthy image life, and all over the world there is a growing number of people who want to maintain good physical shape and need restorative anti-stress programs. These are mainly middle-aged people who prefer active recreation and are often limited in time. According to many experts, consumers of this type will be the main clients of health resorts and a guarantee of the prosperity of health tourism in the 21st century.

The second reason for the reorientation of resorts is that their traditional support, including financial support, from municipalities and the state is declining. Health resorts are forced to diversify their product in order to enter new segments of the consumer market and attract additional customers.

While maintaining the therapeutic function, resorts make the program of stay for patients more varied and hold cultural and sporting events. They offer a wide range of health and restorative services. Thalassotherapy has recently been very popular in seaside hotels; the Anti-Cellulite and Phyto-Beauty-Rejuvenation programs are also in high demand. The duration of treatment and recovery courses becomes more flexible.

At the International Congress on Medical and Health Tourism, held in Spain in 1999, the importance of developing this type of tourism for modern society and in this regard, the need to conduct a large-scale study of the recreation and treatment market, develop and implement resort service standards was emphasized.

The modern market for therapeutic recreation includes recreational enterprises that provide medical services (resorts), and travel companies and other intermediary enterprises that sell these services.

Medical services belong to the most expensive category, as they are based on the use of valuable natural healing resources, the operation of which requires complex balneotechnical facilities and medical equipment. Rendering treatment services impossible without a specially trained medical personnel, the number of which in health resorts varies from 0.5 to 3-4 people per vacationer. The resorts use specialized dietary nutrition for vacationers; in good clinical sanatoriums there are up to 12-15 types of dietary tables, which also requires special specialist doctors and nutritionist chefs.

At the same time, at medical resorts, the entire structure inherent in simply health centers is preserved: comfortable conditions for the accommodation of vacationers and providing them with interesting entertainment and sports programs. Therefore, holidays at health resorts always cost much more than other types of health holidays. Such attractive conditions contribute to the use of resorts not only for medical and health purposes, but also for other purposes. Based on an analysis of the experience of well-known resort hotels, it is known that in the off-season they offer such types of tourism as congress and business tourism (in the United States, 44% of corporate meeting organizers held their events at resorts). The so-called incentive tourism provides 25% of the income of the individual tourism market. This type corresponds to full board service, since all services are provided under one roof.

Based on the level of medical services provided, resort institutions can be divided into sanatoriums and boarding houses with treatment. The former are distinguished by a variety of treatment services, allowing for comprehensive treatment of vacationers, which is mainly characteristic of Russian resorts. The latter are hotel complexes with a limited range of medical services aimed at treating specific diseases, according to narrow special programs, without taking into account other pathologies that vacationers have. Such resorts are widespread in Western Europe and Israel. Most Western resorts have a health-improving focus, while medical services are provided mainly by balneological resorts.

All medical resorts are confined to medical areas, characterized by a certain set of landscape-climatic conditions and hydromineral resources. The network of medical recreation institutions is represented by both separate health resorts and resort areas and agglomerations, representing territories with a high concentration of medical recreation enterprises, united by a general resort economy.

In Russia, in addition to sanatorium-resort institutions, a network of non-resort medical and health-improving institutions has also developed, which includes sanatoriums-preventoriums organized by enterprises for the preventive health of employees not on vacation, but during the working period. Recovery is carried out in the evening, after work, and in the morning, before the start of the working day. Accordingly, territories in the green zone, close to production, were selected for sanatoriums. The medical equipment of these institutions is similar to that of a sanatorium, and the sports and leisure facilities have been significantly reduced.

Fundamental difference The Russian resort system from the Western one is as follows:

Resort industry was initially dominant in Russian tourism, it has the most widespread network of recreational facilities and the most powerful material base;

The resort business is put on a scientific basis, both in the field of systematic study and protection of natural medicinal resources, and in the organization of the healing process at resorts.

Only Russian resorts had a serious diagnostic base (departments functional diagnostics) and a comprehensive treatment program, taking into account not only the disease specific to the resort, but also all associated pathologies among vacationers. This determined the installation and individual approach to each vacationer; determination of a special treatment regimen and technology for him; the ability to adjust the prescribed course during treatment at the resort, depending on the patient’s reaction to certain procedures.

In Russia, there is also a differentiation of resorts based on age: for children, teenagers, young and middle-aged people, for the elderly, the sick. All this required the development of appropriate treatment technologies.

The resort industry has changed significantly in the process of historical development. Along with the use of natural healing factors, physiotherapeutic, psychotherapeutic and other treatment methods were increasingly introduced into medical practice. Society's demands on resorts also changed. Not only medical services became important, but also the level of comfort in the rooms, sports equipment in resorts, and a variety of animation services. The types of medical services are also influenced by fashion. Thus, in recent years, Western resorts have focused their attention on developing various cosmetic services for face and figure correction. This trend has not escaped Russian resorts, which have also introduced these services into their practice.

The main types of world resorts.

There are three main types of resorts: balneological, mud and climatic. At the balneological resort, natural mineral waters are used as the main healing factor. They recommend for external (bath) and internal (drinking, inhalation, etc.) consumption. Mineral waters help cure numerous ailments. Among patients coming to balneological resorts, people with diseases of the gastrointestinal tract, cardiovascular and nervous systems, musculoskeletal system, etc. predominate. medical research confirm the effectiveness of treating a number of diseases at balneological resorts. It produces results comparable to those of conventional medications, but without side effects, inevitable when taking medications; The period of remission is extended, the likelihood of subsequent exacerbations and their intensity are reduced.

Another type of resort - mud - is tied to deposits of therapeutic mud (peloids). Mud therapy is indicated mainly for pathologies of the joints, nervous system of traumatic origin, as well as for gynecological and some other diseases. Thanks to modern methods and advanced technologies, mud therapy allows achieving high medical results, which contributes to the growing popularity of mud resorts among tourists in need of medical care.

Climatic resorts are as diverse as the climate itself (Fig. 1.6). Forest (plain), mountain, seaside, climato-kumys-therapeutic - each of them has a unique combination of climatic and weather factors (temperature, Atmosphere pressure, solar radiation, etc.), which are used for therapeutic and prophylactic purposes. The profile of the resort depends on the combination of these factors. If forest resorts with their characteristic continental climate receive mainly people suffering from diseases of the upper respiratory tract, asthma, nervous system disorders, then staying in mountain resorts is recommended for initial forms of tuberculosis and anemia.

Climatic

The most common type of climatic resort is seaside. More and more tourists are discovering the opportunity to combine a seaside holiday with effective treatment. The maritime climate allows you to cope with many ailments. It has a beneficial effect on people with diseases of the blood, bone tissue, and lymph glands. After completing the course of treatment, patients feel better; they can go without medication for a long time or reduce the dose of medications they take.

Another type of climatic resorts is climato-kumys-therapeutic resorts. They are located in the steppe zone and are known for their combined method of treatment, combining the healing properties of the arid steppe climate and kumis, a fermented milk drink made from mare's milk. Kumiss increases the digestibility of proteins and fats and promotes weight gain. The number of climato-kumys-therapeutic resorts in the world is small - about 40.

The vast majority of them (about half) are located in the Russian Federation, as well as in the former Soviet republics(Kazakhstan, Turkmenistan).

Along with the three main types of resorts - balneological, mud and climatic - there are transitional resorts that occupy an intermediate position. They use several natural healing factors at once, for example, mineral waters and mud or climate and mineral waters, and cannot be classified into any one of the three types. Transitional resorts are relatively widespread in Europe and attract a growing number of tourists.

Service activities for the provision of sanatorium and health services provide consumers with the opportunity to relax and restore health in the most favorable recreational areas of the Earth.

The need for sanatorium and health services arose with the development of medicine, which proved the positive influence of climatic conditions in a number of regions on human health.

Resort- this is a specially protected natural area developed and used for therapeutic and preventive purposes, which has natural healing resources and the buildings and structures necessary for their operation, including infrastructure facilities.

Natural healing resources include mineral waters, therapeutic mud, brine of estuaries and lakes, healing climate, other natural objects and conditions used for the treatment and prevention of diseases, and recreation.

Sanatorium and health services represent a harmonious range of services:

By residence;

Treatment in sanatoriums;

Sanatoriums;

Boarding houses with treatment;

Resort clinics;

Balneological hospitals;

Year-round mud baths. Sanatorium and health services are provided in

sanatoriums, sanatoriums, boarding houses, balneological hospitals.

Sanatorium is an institution for the treatment and recreation of people using favorable natural conditions.

Pension- is an institution (hotel) intended for living and recreation of people.

Balneological hospital is an institution for the treatment and recreation of people using waters from natural mineral springs.

The consumption of health resort services is seasonal. High demand for services in Russia persists for 7-8 months a year. For consumption of health resort services big influence provides their cost and the cost of moving to the place of provision of services.

Service organizations providing health resort services provide consumers with additional services:

Medical;

Transport;

Hairdressing salons;

Cleaning services;

Dry cleaning and laundry services;

Rental and rental services;

Services Catering.

Catering services in sanatoriums are offered in restaurants and canteens.

Retail trade services are provided in many sanatoriums, boarding houses, and holiday homes. Visitors are offered everyday goods, goods for personal comfort and hygiene, clothing, souvenirs, periodicals and books. Trade is carried out using vending machines or through kiosks.

Additional services offered to vacationers include socio-cultural services:

Demonstration of videos;

Services of slot machines, billiards, bowling.

The provision of sanatorium and health services is carried out on the basis of vouchers. The duration of rest is from 12 to 24 days.

Hotel services create conditions for temporary residence of people on business trips, on vacation and in other cases.

The main service is the service of providing temporary accommodation for people.

Hotel services are provided on the basis hotel facilities (hotels)- buildings of various types and types, adapted specifically for temporary residence of people.

Activities for the provision of hotel services are regulated by the Rules for the provision of hotel services in the Russian Federation.

Based on their purpose, hotels are divided into 5 types:

Hotels for holidaymakers;

Tourist suburban hotels;

Resort hotels;

Boarding houses;

Hotels for holidaymakers designed for people on vacation. Hotels for vacationers are located in settlements with favorable natural conditions (near the sea, river, lake, forests) or in places of architectural and historical value, cultural centers.

Hotels for tourists provide temporary stay and rest during the day or night for people traveling by rail or highway by car. Tourist hotels are located near highways, airfields, and railway stations.

Motels provide temporary accommodation and parking for tourists and motorists. Motels may provide car service. The motel includes the hotel and adjacent territory with a parking lot. The parking lot is located near the entrance, in the area between the entrance and the main lane of the adjacent highway. The size of the parking lot depends on the capacity of the motel.

Resort hotels provide temporary accommodation and offer health and wellness services. Hotels are located in resort areas with favorable natural and climatic conditions.

Service activities are based on hotel service technology.

Hotel service technology- a set of operations and processes for providing accommodation services to visitors and a system of rational methods for using buildings, structures, and equipment of hotels.

Servicing a hotel complex and its residents requires qualified personnel of various specialties. In order to organize the efficient operation of the hotel complex, the staff is united into structural units that perform room service, service for residents, administrative management, maintaining the safety of the hotel, medical service, engineering and technical work.

The structure of divisions, subordination and the number of employees are determined depending on the type and category of the hotel, the number of places for residents.

A modern hotel complex is a building equipped with modern equipment and inventory. Hotel equipment and inventory include:

Furniture, Appliances, audio and video equipment, communication equipment (telephones) placed in hotel rooms;

Bed linen and accessories, table linen, window and door draperies;

Technological equipment for maintaining microclimate;

Equipment and utensils for cooking;

Technical means accounting and registration of visitors and registration of cash transactions;

Products for cleaning premises, washing and ironing clothes.

The hotel can be divided into residential, common and service areas.

Living sector usually located on the upper floors of the hotel. The common area is usually located on the first and second floors. TO common area These include entrance and exit, premises for receiving visitors, registration and accommodation of residents, storage of their luggage, settlements with residents, issuing certificates, and lobby areas.

Lobby premises include the lobby itself, a cloakroom, a cloakroom, a duty administrator's room, a receptionist's room, document storage rooms, 2-3 service rooms, a communications office, shops, kiosks, bars, sometimes bank branches, service bureaus, and premises for staff serving the lobby. , pay phone booths, common sanitary facilities, etc.

To give the interior of the lobby premises an individual look, works of art (sculpture, painting), folk arts and crafts, and plants are used. The composition and area of these premises largely depend on the purpose of the hotel, its capacity and category.

Hotels have service message area, through which service personnel transport bed linen, dishes, and food for those living in the rooms.

Structure residential numbers is set taking into account the type of hotel. For example, hotels for vacationers need more double rooms, and city hotels need more single rooms. The hotel room is the main element of the residential area. The quality of hotel rooms determines the comfort of staying in a hotel. The rooms have different area, architectural and planning solutions, sanitary equipment, furniture.

Modern standards provide for the following room sizes:

One-room single rooms:

8 sq. m for one-star, two-star hotels;

10 sq. m for three-star hotels;

12 (16) sq. m for four-star hotels;

14 (18) sq. m for five-star hotels.

One-room double rooms:

12 sq. m, 14 sq. m, 14 (20) sq. m for four-star hotels.

The room, designed to receive a large number of guests, has an area set at 6 square meters. m for each additional bed (the standard is established for one- and two-star hotels).

Hotel rooms are divided into several types:

Single rooms for one person; single rooms for 2 people;

Single-room “double” type rooms, designed to easily change the capacity of the room depending on demand;

One or two room rooms for 3-4 people; one- or two-room rooms for 5 people. and more (dormitory rooms);

Rooms with increased comfort of two or three rooms, and sometimes more (suites and apartments).

The number and proportion of single and double rooms depend on the type of hotel, its level of comfort and other factors. In domestic hotels, the share of single rooms ranges from 30 to 50%, in foreign hotels - up to 60-80%, in tourist and resort hotels, double rooms can account for up to 75-100%, which is explained by the predominance among consumers of families including 2-3 person.

A hotel room consists of a living room (or rooms), a hallway, and a sanitary unit. Various vital processes take place in a hotel room (sleep, rest, eating, guests, storing things and other processes).

The comfort of a room depends on the architectural and planning solution, the soundproofing properties of the room, lighting, furniture, sanitary equipment, household appliances, microclimate maintenance systems, television and radio equipment, and communications equipment. At the request of residents, a personal computer or fax and a second telephone can be installed in the room for an additional fee.

A modern hotel room usually has several functional areas: a sleeping area, a work area, and a daytime area.

When placing furniture in a room, the original overall dimensions, anthropometric characteristics, ease of passage and cleaning, hygienic requirements and the minimum required distances between furniture and between furniture and walls are taken into account.

In hotels of various types and categories, catering services are provided to residents; for this purpose, as a rule, restaurants, cafes (express cafes, cafe shows), bars (dairy, wine, beer, night), cocktail bars are located on the first and second floors. halls, dining rooms, buffets.

According to the standards, in hotels of all types and categories, the number of seats for visitors in restaurants should be 45-68%, in cafes - 13-28%, in buffets - 7-9%, in bars - 13-24% of the total number of seats, intended for persons staying in a hotel.

Residents of the hotel are offered social and cultural services of cinema halls, Internet cafes, services for organizing conferences, seminars, discos, billiards, bowling alleys, casinos.

Household services are provided at the consumer service center by hotel staff or through self-service in ironing rooms, self-service laundry, using shoe shine machines, etc.

The list of household services provided at the hotel may include dry cleaning and laundry services, clothing and shoe repair, and photography services.

Service area hotel includes premises for staff serving hotel rooms located on residential floors, which may include a room for duty personnel, an ironing and cleaning room, storage rooms for storing clean and dirty laundry, serving room, maids' room, sanitary unit. In the staff rooms, cabinets for clean bed linen, table trays, a sink and seating furniture, and communication equipment are installed. These premises are provided with a garbage chute, centralized system dust removal, in some hotels - a linen chute or a special elevator for lowering dirty linen to the central linen room or laundry room.

On the floor there may be a desk for an administrator on duty, who carries out operations to manage the number of rooms on the floor.

The hotel laundry is located away from the residential area, as it is a source of increased noise and fumes.

Service premises include technological premises of restaurants, cafes and bars.

A separate group of premises is occupied by the security service, engineering and technical units responsible for the operation of microclimate maintenance systems, heat and power supply, lighting, communications, etc.

Workplace the performer must be equipped with a set of equipment, tools, devices that meet the requirements of safety, industrial sanitation, aesthetics and ergonomics.

Assessment of service culture in sanatorium and resort institutions.

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