Theme 15: Quality in the field of national and international awards.
Awards in the field of quality
1
In the field of national quality awards.
2
In the field of the european quality award.
3
The national award in the field of quality: a model and implementation mechanisms.
The evolution of the hospitality industry
When there is talk about the evolution of the hospitality industry, the stage of development of society from the historical aspect, which corresponds to the period you can divide:
The ancient period (mo iv millennia – ms 476 years)
Most historians of this period in the development of the current society of hotels and restaurants "ancestors" of the enterprise will enter the initial period of the appearance of the hotel. Such enterprises – manuskriptlarda is to get tavernalar ancient language. Hammurapi of babylon, written about 1700 bc, in the year of the king of manuskriptlardan so the code here is one of them. Mo is an important element of social and religious life of ancient Yunonistinda Imingyillikda tavernalar. Despite the existence of the room for placement Tavernalarda their travel, they are designed to show mainly catering services. But associated with the development of trade and long-term trip is not only nutrition, but also noted that it is a place to organize was spending the night too. The hotel enterprises and other types of this condition – have been identified that appear to be the inn. The inn of the most developed network in the territory of the roman empire was established. The inn on the verge of the main ways of ancient rome, cities and villages from each other approximately 25 miles (40,225 km.) the range was located in. Hospitality in the roman state, which lies at the heart of that period showed a strong effect on the activity of enterprises is strictly sinfiy stratification. Thus, according to the character was is sinfiy travelers here. Merchants and other travelers crown out of the ordinary people and government officials could not chopar placed side by side with the government. This is seriously affected the quality of the position of the inn. The architecture of the inn to'xtaydigan zodagon and state officials in accordance with the provisions of art all built according to the criteria of that period showed much more wide range of services. Such expounding on the marco polo inn, even in them, "king was too uyalmasdan to stop", he noted etadi1. Designed for service representatives and the lower division of the inn to relax and tavernalar would offer the minimum conditions for spending the night. For example, travelers are often on the straw, so as not to freeze in the cold season, while the rest of the year, the hot side of clogged horses were sleeping. It's about any additional convenience can't be. Middle east, asia, and the caucasus played a big role in the development of trade relations appear behind the hospitality of the enterprise. This is a major trade ways from the territory of the region over the long caravan moved across them, which increases the load that was. Roosting in the caravan of the way to the inn on the verge of passenger trade was organized. Like the inn, as a rule, camels and horses for the rest of the people that was founded qo'tonlardan kennel and designed for. All of these natural disasters (wind, rain, storm)from the world, as well as labeling and was surrounded by a fortress wall to keep the robbers from. After the fall of the roman empire in 476 ms hospitality began a new stage in the development of enterprises.
The middle ages (ms V – XVasrlar)
Hospitality enterprises has a great impact for the development of religious traditions in the middle ages. The number of people who visit the holy places in this period increased dramatically. Pilgrims to the church, the monasteries, to take the place of spending the night uploaded by feeding them the organization and commitment for them. This task also appeared in this period, other institutions acting. For example, franklar king, while later emperor karl the great (742-814) is sponsored by the church, pilgrims rest has built special homes for VIIIasrda. So from one of the houses, in the gorge Ronselval abbatlik pilgrims wait in front of the gate that knew to give free bread to them, hairdresser, etikdo'z services were secured with fruits and nuts that grow in gardens abbatlik them. The monasteries of national travel services display a wide range of private placement was so free monelik the development of enterprises. In the uk, only at the end of the middle ages, moreover, during the period of the caliphs, the king of england after he had made great development for the inn tavernalarning genrix viiimonastirlarni sekulyarizatsiya1 private and motivation. Travelers now can't hope to stop in the monasteries were forced to stop at the inn for free and personal. XII-XIIIasrlarda the ancestors of the first hotel – the inn also appear ruslarda. At that time they "yemen" – he called among one another at a distance or extremely tired from pressing which takes the horse was located. XVasrda the mail at the inn at the station began in yamskoy prikaz2 disposal of the organization. In large Russian cities kutiladigan guest yard (d. v. gosti further poor)are built. The difference of them spending the night here so that was the main meal from the inn and, in addition to the possibility of trade was available. In other words, the yard kutiladigan equipped guest rooms, trade counters, stores and combining was at the warehouse. As a rule, the courtyard surrounded by high walls and towers, to him, would enter the big gate. Depending on the nationality of foreigners in kutiladigan guest in the yard. XV-XVIIasrlarda novgorod in "the germans" and "design" kutiladigan the yard in moscow – "the brits", the "greeks", "Armenian" kutiladigan yard and the other guests were there. Such XIIIasrda yard Vitebsk, Grodno, Brest, belarus, slonim, and other cities appeared. The use of the special court for traders belarus-XVIasrlarda Bryan, Vyazma and moscow were built. The establishment of trade unions in the early middle ages reached advanced in the direction of the activities of hospitality enterprises. Italy in 1282 the city traktirchilari their gildiyasini Florensiya, respectively.
The new period (sixteenth century – the beginning of the twentieth century)
Initial xviasrda the cafe opened. They become the center of cultural and literary life of that period. In western europe, spread of exotic drinks such as coffee and tea created the opportunity to appear cafe. Cafe in europe opened in 1652 in london and in the year 1683 the initial Venada. In particular, for the first time will offer honey and milk added to the coffee Venada. XVIIasr on the continent of europe by the end of the cafe has become a much more common phenomenon. Ten of their number was reached by a few major cities. In 1553, the first restaurant in paris – "d'Arjan Type" restaurant opened. This restaurant has become a particular institution during the next two centuries, because its only function was composed of feeding only. "Restaurant" in the terms of later himself, XVIIIasrning enter into circulation in the second half. Mr. Bulanjening tavernasida main dish soup which is running day and night in paris "restorantes" (in the French language "quvvatbaxsh to be restored" means) called knew. Bulanje today "the father of modern restaurant" has been recognized as. In the year 1767 in the supreme court have the monopoly bulanje meaty meal gildiyasiga win out for work against food vendors, customers for the first time offer a wide range of wonderful dishes. 1789-1799 in the year of the "great French revolution" was forced to go out to other countries in the period of the famous French chefs. They engaged in the restaurant business in a new place. As a result, the idea of the restaurant spread to the whole world. The idea of the restaurant from the 1800's came and began to feed their british neighbors. Taste restaurant in the uk equipped with dishes anvoyi tortiladigan, the high level of service to display the institution was very luxurious. From the middle of the xix century "a la kartel" (no lye kart) started to use from the menu. Pleasing the customer himself to be able to choose a meal from the list offered. In the year 1898 in london "savo's" hotel was opened. His subsequent israelite kingdoms stewards Knight (knight-currently referred to by the name of his hotel Karlton), while home cooks – George was Agyust Eskofe. The restaurants at the hotels a genuine revolution in the organization of these two people has occurred. Kulinar eskofe was one of the great of their time. It was published on kulinariya that the current contract with dong in the kitchen gorgeous and reference teams. A special place keeps us in the development of hospitality enterprises. In the opinion of the historian, the first from europe to much here in the inn, the year after it appeared in 1607. Tavernalardan initial one year 1634 in boston was opened. In 1642, the year in new york (at that time called new amsterdam knew it) taverna was opened by the Dutch. Tavernalar from the same period and to the center of the life of society, the soldiers and tijoratchi that has become a meeting place. They not only cities, but also on the verge of a huge way, especially in the intersection of prosperity found. The europeans who moved to the american continent and the inn tavernalar them build themselves for centuries, and brought with the accumulated experience in the field of management. Architecture, location, service and style according to the american inn and the inn would like tavernalariga tavernalari europe and going. In some respects, but will make a serious difference. For example, people in here sinfiy shrink depending on the character was not available. Enterprise social functions fulfilled of europe in many respects, as opposed to us mainly from the initial period of the commercial tavernalari there own direction, I was able to get the income that was founded in order to. 70 brodvey room on the street of new york City-the observatory" is the first hotel to open in the united states. This important event took place in the year 1794. The year 1829 in Boston "Tremont" a first class in the usa corridors of the hotel servants, registratura (resepsiya)be able to the number of doors would lock, and opened the first hotel guests even issued free soap. This gave bum trigger hotels in the usa. In the city of the east coast, then west and south, many hotels were opened. Come here to the end of the xix century the hotel is of two types – large, luxurious, comfortable hotels and small, outdated, was spread in hotels which offer services at a cheap price. In the year 1831 in new york city opened the popular "Delmoniko" restaurant is the first restaurant in the usa. In that period the development of the restaurant business in the us showed the great influence of the French tradition. The year 1852, and came to Us in every French home cook, I was able to its a first-class hotel. The menu is also written in the tradition of the French language this inglizzabon has posed certain challenges for clients. "Delmoniko" one soul with two efforts from the owner of the restaurant for the first time, the language menu delmonikoning was introduced. Of the meal was placed opposite the names in French and English languages. Wide spread around the world and years later this tradition was preserved. XIX-xx centuries on the boundary of an important network of the hospitality industry has become. The hotel associations, sindikat, the joint-stock companies, corporations, construction of hotels, personnel, and deal with issues of cost set to started. Showing activity at the beginning of the twentieth century, such associations among owners of sindikat london hotels, French "the owner of the hotel association"can be recorded to. Combining various countries of the world in the year of 1906 the hotel is located in the international association of hotel owners of 1700 was founded.
The development of the modern industry
In recent years, the development of a number of trends in the hospitality industry, you can add the following to afford thrown:
In recent years, a full-service is a traditional hotel, in addition to the invited companies who specialize shortened package services began to appear. The specialty of the enterprise can be different. Hotels representatives of a particular segment of the tourism market, for example, their work vacation to the game of golf, each extra sports, and horseback travel and so on.k.I am dedicated to customer congress, exhibitions, fairs and so on.k.specialization of services to the visitors who come to participate at the show can be. Restaurants, as a rule, national dishes, breakfast, and dinner to prepare specialization. In recent years, gamburger kartoshkaga and fried (MkDonald's), to pitssa (pizza hut, Domino, Little gea purple), bifshtekslarga (Sizzler), to the product of the sea (red lobster), sandwich (Subvay) specialized was the popularity of the whole world of quick-service restaurants. In this context a particular topic, thus: wild west, rock-n-roll, football, aircraft, railway and h.k.ha-oriented restaurants also particularly noteworthy. Usually the number of dishes they offer is limited. The function of such restaurants is to establish a certain mood and environment. The deepening of specialization of the hospitality enterprises to be associated with the establishment of international networks also. Such networks plays a big role in the development and implementation of high standards of servicing. Usually when dealing with network and network management team say the business is understood to be a group of businesses that operate under the direct control of. You can be able to take them out or building their network. Network management will be able to get certain benefits in the income distribution, but at the same time, any (including financial) that is suitable for all the damage that can be seen during operations. 90-stock the whole world by the middle of the year the hotel is more than 30% of their networks under the supervision of major hotel associations and took it. Like most other trends, the hotel also laid the basis of the establishment of the care network in the usa. 90-come to the beginning of the year, the hotel won us the leading position in the world of network. They travelodge hotels of the network of the world's top ten international master in the range of the international network was squeezed out and the elegance of europe. Now this is a network of only two hotels in europe in ten – Akkord (France) pl forte, and we (the uk), the rest (table 1).
1-the table of the world ten largest hotel network
n
Hotels network name
Korxo-the number of nalar
Number-of the total amount
The number of enterprises located in our country
1.
Hospitale Franchise
About 4,400
435 000
6
2.
Holiday Inn Vordvide, Anlante
2031
309 365
62
3.
International Hotel Choi Highway, Silver Springs
3467
881 299
38
4.
Best Vestern International, Phoenix
3401
276 659
60
5.
Akkord, Paris
2205
252 887
73
6.
I record Marrioti Hotel, Bethesda
898
186 656
27
7.
ITT Sheraton Corps., Boston
417
937 129
61
8.
We have forte pl, London
959
98 450
60
9.
Hilton Hotel Corps., Beverly Hill
223
92 119
8
10.
Karlson Hospitality Group, Minneapolis
368
83 258
39
Source: BTT, 2003. Hotels international hotels association networks is divided into three categories:
The network of hotels hotel has its own emblem to any type of incoming. The advantage of the company who strictly kept the name of his firm, that is, the network service user to the network where incoming directory of hotels from consumers, regardless of the quality of the services, you will have a clear idea about. From the opening of new hotels, this hotel to the network, advertising and allows you to perform bronlashtirishni it long ago. Practice indicates the start of hotels hotel opening bronlashtira network places from long ago. From that moment the name of the hotel and the hotel national in all its details and various special reference to add to the list. Networks of hotels, in addition to the main purpose of the hotel in the business world tourism market of the best representatives of the united comprehension is to expose the activities of the association shows. For example, the year since 1928, the "leading hotels of the world" international corporation, the detection of dealing with the world's best hotel comes. It brought together information on the best businesses in his special place to catalog every year. "The world's best hotel and resort" of the international organization for 30 years has also implemented similar activities. From 1968 "the world's most quiet of the hotel" international activities of the association shows. This association headquarters located in paris. The following three criteria are used to evaluate this association to be a member of: natural and beautiful environment; specific with the appearance of the hotel comfortable and the interior of the building; all to meet the requirements of modern hospitality, including catering. The national association of hotels and restaurants of the confederation of the european economic community (XORTEK) hotel network in europe, and deals with the issues of coordination of the activities of the association of independent hotels and restaurants. Quantitative hotels of the network growth and the addition of the merger (standardized to a certain level of service because of) all the content of the variegated requirements of tourism could not be. This, in turn, be specific and like no one is trying to hide who creates the ground for the development of a small independent hotel. According to experts, so it is in the xxi century, that is, comfortable, convenient, mo‘show drake passage to the south in the prices of services, all conditions for work and rest with the restaurant (the restaurant located next to the hotel) hotels occupy a leading place in the hospitality industry. The majority of small independent hotels hotel in practice, namely the owner of the recipient of the income from such property is freely available shows. From the use of the service mark or someone else's issue management contract with other companies in the availability of obligations of the enterprise in relation to other subjects of market relations as an independent enterprise does not cause the status to change. In recent years, the implementation of new computer technologies and the introduction of the professionalism of the work of the hospitality industry could increase the productivity of enterprises and organizations, the hotel has radically changed the method of doing business, enterprise owners created a lot of convenience to the customer and will allow to solve many problems. To strive to meet the needs of consumers adapted to the needs of different users who is able to develop a practical program to share urged. "Hotel" ("the observatory") is one of the program so that the program. Tourism to accept it, nesting, and feeding them is designed to automate the process of additional services. This program consists of the following blocks:
"Restaurant" small system is designed to automate the following functions:
"Technical services" from a small system:
"Porter" in the workplace automated the following function:
The hotel restaurant and on all types of industrial and food products, for continuous operation, it is necessary to clearly define the requirements. To do this, in the warehouse of different products thorough and accurate information about the availability of the system should work. "Warehouse" the program allows us to provide you with information here so. "Accounting" accounting program all the functionality of the mission, thus: the main means (funds), goods, funds and moliyahisob-book to consider the operation of the labor fee to the payment of consolidated accounting and reporting the implementation of the software is complex. The hotel enterprise in many other practical applications ("Head", "reference Phone", "work", "Personnel", the "marketing" and so on.k.) can also be applied. Hotel booking rezervlashtirish the potential use of the international system and connected to the internet in the activities of enterprises is of great importance. Such systems include the following: "AMADEUS", "Vorldspan", "Galileo", "Patient", "fidel was moderated by hotel bank". "Amadeus" is the computer system of dealing with most of the popular booking. It is able to provide the international service for more than the amount to the other system. "Amadeus" in the earth system, placing specific information about the hotel offers 35 000 hotels and other tools. It is the location of the hotel, the availability of place in the empty collection will give information about the services and prices. Hotel booking services are also available on the internet. Most of them mashhuri Travel website. In 1996 it in the u.s. "Pedasus Systems" was opened by the computer company. All of the leading hotels of the world travel web a network of 94 countries and gives you information about more than 200 airlines. In addition to booking and provide acceptable system also has hotels and aviareyslarni search.