Organizational features of service of tourists with disabilities

The main goals for creating the qualitative hotel enterprise for people with disabilities

CHAPTER 2. Analysis of economic activity of the "11 Mirrors Hotel"

2.1 General characteristic of the "11 mirrors Hotel"

The full name of the hotel: "11 mirrors Design Hotel" ("Eleven mirrors").

Date of commissioning: 2012.

Form of ownership: private.

The hotel is subordinated to the DEOL Partners.

The legal address : 34A, Bogdana Khmelnytskogo Street, Shevchenkivskiy district, Kyiv, 01030 Ukraine.

The hotel is functioning all year round.

Management structure: linear.

Contact phone number: +38 044 581 11 11

Fax: +38 044 581 11 10

e-mail: info@11mirrors-hotel.com

Skype: elevenmirrors

The "11 Mirrors Hotel" is an independent hotel with the strong sense of style expected today. The Hotel is ideally located in the very heart of old and dynamic Kyiv, just a few meters from the National Opera House, major business and leisure areas (see Addition A).

The railway station is situated in 3 minutes of a subway ride (on train station). Also the distance from airports is quite convenient: 29.6 km from Boryspil and 6.6 km from Zhulyany airports, while all the ground and underground transportation is available.

Each of the 49 guestrooms and suites at the "11 Mirrors Hotel" takes inspiration from contemporary interior design with profound understanding of worldwide trends and new concepts. Smart elegance without any heavy elements and imperial exaggerations sets up a creative environment and encourages interaction and inspiration. The Hotel's staff provide an exceptional full-quality service.

The hotel is created for those who are in a dynamic rhythm of life, always inthe centre of events, and in harmony with itself. The main contingent of visitors is the busy executives and travelers, business leaders and creative class. A unique atmosphere of the hotel is designed to work, relax and enjoy of life.

The hotel is a member of Design Hotel AG, that unites more than 200 independent hotel in 40 countries all around the world. Design-hotel "11 mirrors" became the first member of Design Hotel AG in Eastern Europe and CIS. It became one of the winners of prestigious international award in the sphere of hospitality and lifestyle - Seven Star Global Luxury Award 2013; won the TripAdvisor Travellers' choice 2014 in the "Best hotels of Ukraine" and "Luxury Hotels" categories; received the 2015 Travellers' Choice prize. The hotel became the number one in 3 categories at once: The Best Hotel, The Best Luxury Hotel and The Best Service in Ukraine.

The hotel provides special services, such as:

* 24 Hours Concierge service;

* 24 Hours Room service;

* 24 Hours Security;

* Business Centre services;

* Wi-Fi Internet connection (complimentary);

* Full daily housekeeping, preparation of room for sleeping;

* "Buffet" Breakfast.

Some additional services can be offered too. It include:

* Children caring;

* Laundry, Dry Cleaning & Shoe Shining;

* Iron & Ironing board on request;

* Turndown service;

* Taxi Cab service;

* Mini-bar service;

* Food ordering in the room;

* Delivery service;

* Compliment services (room decoration, gifts in the room at the settling)

* Accessibility for the guests with special needs.

Concierge service in the "11 Mirrors Design Hotel" is provided in partnership with Quintessentially Lifestyle, the leading luxury members only concierge club. Professional team tailors the personalized assistance to guests' specific needs 24 hours a day in order to create unforgettable experience. Whether it's for business or pleasure, everything is arranged with exceptional style and bespoke service.

Thus, services that can be provided by concierge include:

* Tickets: access to prestigious sporting finals, front row theatre tickets or sold-out concerts;

* Reservations: table bookings at restaurants and guest lists at exclusive night spots;

* Travel: door-to-door VIP-transfer (by car or by helicopter);

* Sightseeing: exclusive way to explore Kyiv - Dnipro yacht cruises, breathtaking aerostat trips etc;

* Shopping: a show-stopping outfit and inspiring gift ideas;

* Health: well-being of guests with indulgent spa breaks, detoxes and elite personal trainers;

* Events: birthday party or private business-meeting at the roof of the hotel.

Within two minutes walking distance from the hotel situated the "Leonardo Wellness Club". It is the hotel's partner so the guests of "11 mirrors Hotel" are provided with special rates while visiting the club. "11 mirrors Hotel" guests are welcome to enjoy access to 25-meter swimming-pool, fitness classes and gym, SPA Zone and Beauty Salon. "Leonardo Wellness Club" offers luxury services with passion, values, integrity and products that are essential for healthy living.

For the relaxation of body and mind Wellness Club offers to hotel guests:

* Fitness (Gym; Studios for individual and group classes; Pilates Studios; Boxing and Kick Boxing Studio; Personal and group trainings);

* Swimming Pool (25-meter swimming pool; Hydromassage Zone; Children's pool; Aquafitness Classes)

* SPA (SPA procedures; Beauty equipment; Facial esthetics; Thalasso

treatment; Cryotherapy; Salt Caves Therapy)

* Sauna Center (Bath complex; Russian bath; Hamam; Roman bath; Jacuzzi; Cold Plunge Pool; Switches and Soap Massage; Peeling)

* Beauty Salon (Dress-up studio; Manicure and Pedicure; Solarium)

The main aspects of the hotel structure are filed in the Table 2.1.

Table 2.1

Specifics of the "11 mirrors Hotel"

The "11 Mirrors Hotel" is a five-star design hotel, which consists of the centralized arrangement of premises. All of the premises are located in the same building. It has 11 floors. There are 49 guestrooms at the hotel. Structure of the hotel room stock and prices for the accommodation can be seen in the table 2.2 and table 2.3 accordingly.

Table 2.2

Structure of the hotel room stock

The visual distribution of numbers at the "11 Mirrors Hotel" by its types and quantity can be seen at the Picture 2.1.

Figure 2.1. Room stock of the hotel

The cost for accommodation at all types of rooms at the "11 Mirrors Hotel" and its changes compared between 2013, 2014 and 2016 years are shown at the Table 2.3.

service disabled tourist hotel

Table 2.3

Prices for accommodation service

As the table 2.3 shows, the cost of accommodation during the 2013, 2014 and 2016 years in all types of rooms increased significantly (except for the price on Courtyard Standard Room - comparing between 2014 and 2016 it was decreased on 170 hryvnas).

2.2 Analysis of organizational structure and production program of the "11 Mirrors Hotel"

The organizational structure of the hotel is a system of interaction of all services and departments (see Addition E). At its head is the director. To the director of the hotel are subordinated administrative service and chief engineer.

In its turn, the room stock service, reception, financial services and food service are the subjects to director of the hotel and administrative service.

Administrative services is responsible for the organization of the maintaining by all services of the hotel complex, solves financial and staffing issues, is involved in creating and maintaining of the necessary working conditions for hotel staff, monitors compliance with the established norms, rules of labor protection, safety, fire and environmental safety. To the chief engineer are subordinated the engineering-technical service, which creates the conditions for the operation of air conditioning, heating, sanitary equipment, electrical equipment, repair and construction services, television and communication systems. The structure of service includes: plumber, electrician, remote control, repair master of refrigeration equipment, the driver, mechanic, janitor.

Room stock service are engaged in solving of issues related to the booking and accommodation of guests in rooms, as well as sending them home. It provides room service and personal services, maintains the necessary sanitary and hygienic condition of the rooms and level of comfort premises. Structure of service: head of the economic part, seamstress, cleaner, laundress.

On reception service depends the first impression of guests. The task of manager of this service is to control the entire process of receiving and accommodating of guests. The structure of the service include: senior manager, hostess, maid.

Technology of hotel reception and accommodation at the "11 mirrors Hotel" described at the table 2.4.

Table 2.4

Technology of hotel reception and accommodation

Financial services solves questions of financial security of guests and receive reports from the cashiers at each point of sale. Financial services conducts a single financial accounting of the hotel (revenue from shops, cost accounting and revenue management operations under the account of paid working time, etc.). Service structure: senior accountant and service manager. Additional services: hairdresser, manicure master, shops, kiosks.

Control over financial activity of the enterprise is carried out by the accounting. Chief Accountant performs accounting and support book keeping and documents of the accounting and statistical reporting of the Company in accordance with applicable law.

Food service includes a coffee shop, bar, units for banquet service, as well as the catering department (kitchen). Provides food services to the guests. Service structure: chef, cook, waiter.

Security service performs the function of maintaining of order and security in the hotel.

The main function of the production process in the hotel company is to provide services of accommodation and food to the customers. This function is operated by the reception of the hotel and food service. But, to carry out this function, the material and technical base, equipment and comfortability of the room stock of enterprise must be taken into account too.

Thus, all service and hotel units will be used to perform the main function of the manufacturing process.

Secondary functions that characterize the communication links with the environment are implemented by the purchasing department, which is responsible for the acquisition of furniture and equipment, food and beverage, consumables. Room Reservation Service also interacts with the environment, providing guests with the opportunity to pre-register a hotel booking.

The production program of the hotel is a task by the quantity, quality and range of rendered services. To analyze the production program of enterprises use both natural and cost indicators.

The number of provided bed-days is the natural indicator in the hotel industry. Calculation of key indicators of the production program of the "11 Mirrors Hotel" are executed in a table 2.5.

Table 2.5

Analysis of indicators of production program of the "11 Mirrors Hotel"

Despite of the known political events in Ukraine at the end of 2013 the stream of foreign guests at "11 Mirrors Hotel" has not decreased significantly. As the table 2.5 shows, loading indicators of 2014 have deteriorated only on 4%. The average rate has increased on 11%, and the income from the sale of bed-days in UAH increased on 7%.

2.3 Research of the current state of organization of service for people with disabilities at the "11 Mirrors Hotel"

Conditions in the hotel "11 Mirrors Hotel" correspond to the convenient placement for people with disabilities. The hotel has a ramp (see Addition B), and movement from the lobby to the rooms and restaurant carried out on the elevator. For the visitors in wheelchairs is equipped one guestroom on the first floor.

Breakfast is provided right in the room, as well as the services of room service for people with disabilities are carried out with no extra charge for the service. The hotel staff strongly contributes in solving of any queries arising from the guests.

Currently an accessibility for the guests with special needs at the "11 Mirrors Hotel" is provided, but only for the individuals with limited mobility of legs, in particular - the persons in wheelchairs.

There is still a need in the availability and proper design of all the necessary equipment for disabled people with other problems, such as limited vision and hearing or defects of the mental health or psychological difficulties.

The number of guestrooms equipped for disabled people should increase for simultaneous stay of more visitors with such problems.

Also the are required the availability of highly-qualified staff, specially trained to serve and work with disabled people.

CHAPTER 3. Proposals for improvement of organization of service for people with disabilities at the "11 Mirrors Hotel"

3.1 The concept of universal design as an important factor in improving of the quality of service and proposals of its implementation

For western hotels an availability in the fund of rooms for disabled people has long been a good tone, and even indispensable rule of network. Caring for people with limited abilities is the privilege of hotels with a high reputation.

One of the innovative trends in modern service, able to solve the problem of availability of service to customers with disabilities, is the implementation of the "Concept of universal design".

Universal design (design for everyone) or inclusive design - it is a strategy aimed to design and content the different types of environment, products, communications, information technologies and services, to ensure accessibility and understanding by all customers, according for the public use without the need for adaptation.

Universal design provides meeting the needs of any customer of service organization on the basis of equitable use, flexibility, simplicity and ease of use, the perception of information regardless from the sensory capabilities of consumers, admissibility of mistakes from the customer, providing a low level of physical efforts during the consumption of services.

Universal design in general sense is the process of creating of spaces and objects as convenient as possible for all customers, regardless of their age, physical or cognitive abilities without the need for auxiliary or compensating means or narrowly targeted customized solutions.

For example, absence of steps or thresholds at the entrance to the building will make it adapted for both the person with disorders of the musculoskeletal system, and for people with prams or wheelchair transport; the standards outside, but wider doors will be comfortable for the person on a wheelchair, and any person with suitcases in the hand.

It is particularly important that universal design is a concept that goes beyond the issue of accessibility and adaptability of buildings, also including social, economic, cultural issues, and will maximally help to unite the people, and not divide them into separate groups for varying degrees of capabilities.

Universal design becomes more and more important in the world, especially in conditions of the growing number of elderly people in many countries.

The philosophy of universal design is the idea of creating an environment of products and services that would be useful for every person, not just the people with disabilities. In the simplest sense, a universal design - it is a design of all things, in the spotlight of which is the person, and that takes into account the needs of everyone.

The use of universal design will allow hotel companies and many other service organizations to use the basic principles and ideas of equality and convenience for all customers in their service.

Thus, the main proposals of implementation of the concept of universal design in the "11 Mirrors Hotel" are:

* By heating the pavement at the entrance to the hotel can be prevented the slipping of visitors and hotel staff on ice and snow;

* The front reception should be a two-tier, which will be convenient both for sedentary employee, and the visitors who can sit or stand;

* Chairs for waiting in the lobby should be designed differently, so anyone can find a place according to its capabilities and preferences;

* The availability of ergonomic furniture, workplaces, the height of which can be adjustable, upper shelves and hanging drawers for documents in the business centre of the hotel that are suitable for people of different height and with different functionalities;

* The chairs in cabinets and conference room can should be possible to raise and lower, turn forward and backward, an lean, as well as armrests, making the chair comfortable to various people they can sit in different positions;

* Different floors and various premises in the hotel should be marked with graphic elements and special tables using Braille (a tactile writing system used by people who are blind or visually impaired).

3.2 Elaboration of proposals regarding equipment of hotel premises and organization of work with disabled people at the "11 Mirrors Hotel"

There are certain conditions for the accommodation at the hotel of tourists with disabilities, and to the equipment of room stock and other functional hotel premises that should be considered for creating of conditions for the full life of the disabled people and people with limited mobility.

Equipment of the hotel territory starts with the parking. It is important to provide extended parking place for cars with wheelchair users, but the main condition is the possibility of unhindered movement on the wheelchair: no thresholds and curbs along the whole way.

For the people with limited mobility the most important is the comfort of movement.

* The entrance area of the hotel, of course, must be equipped with back-lift by using a ramp with handrails (width of 1-1.1 m, with angle of slope of no more than 30-35 degrees).

The "11 Mirrors Hotel" already provides the ramp (although it does not equipped with the handrails), but it does not have its own parking place, so, in that case, it is important to remove a part of the border between the driveway and sidewalk by making it acclivous.

* There should be an automatic sliding doors on the path of the person in the wheelchair. The doorway should have a width of 1.5 m.

* Covering of the paths should ensure the normal passage of the wheelchair. The wheels in this mode of transport is usually narrow, and to avoid its stalling is recommended to apply the most solid, strong coverings, that can prevent the slipping. Thus, asphalt, tile, natural stone on concrete, well tamped ASG (sand-gravel aggregate) are appropriate. Not suitable: wooden floorings with longitudinal arrangement of the desks, step-by-step paths.

* The width of the track on which the wheelchair is moving must be 1.5 m or more (to provide the crossing of wheelchairs). The limit of slope should take 4-6%: longitudinal - 5%, transverse - 1 % (4-6 cm to 1 m).

If necessary there should be arranged the ramp. By 5-10 m in front of it should be set a warning label such as: "Caution! There is a ramp with length of 6 meters ahead!", and, possibly, its description: "abrupt", "slope".

Only under this condition the person in wheelchair if he moves alone, without escort, will be able to estimate his forces, especially while the climbing on the ramp.

* In the design of the lobby and wardrobe in public premises should be provided a space for the person accompanying the quest in wheelchair, at the rate of not less than 0.5 sq.m for each disabled.

* Zone for the placement of wheelchair should have a minimum width of 0.9 m and a length of at least 1.5 m. The width of the passage in the unilateral movement must be at least 1.2 m, with bilateral - at least 1.8 m. The height of the aisle must be at least 2.1 meters.

Sizes of the area for the turning on 90 degrees should be at least 1.3x1.3 m, on 180 degrees - at least 1.3x1.5 m, on 360 degrees - at least 1.5x1.5 m.

The width of the hotel corridors should be 0.9 m.

* It is essential to provide the possibility of lifting on the elevator, but there is still a need to locate rooms for disabled people on the lowest floor to avoid inconveniences in the case of power failure or malfunction of the lift. The width of the doorway of the lift should be 1.1 m.

All common toilets of the hotel must be designed for use by persons with disabilities in the chair:

* Sizes of the cabin must be at least 1.65x1.80 m, with parameters for placement of wheelchair - 0.9x1.5 m;

* One of the cabins should be equipped with the vertical handrails on each side of the cabin, and the hooks for crutches for disabled people that use supporting devices;

* In washrooms of toilets sinks should be installed at a height not exceeding 0.9 m.

There should be a free entrance to the door of the room (no obstacles on the way, expanded doorways). Across the whole area of passage should be installed special handrails.

At the hotel's partner "Leonardo Wellness Club" is provided the 25-meter swimming pool.

* Along the perimeter of the pool should be provided a bypass track with width of not less than 2 m. The width of the track from the starting tables and entrances from the locker rooms should be at least 3.5 m.

* At the locker rooms should be provided places for the storage of wheelchairs; individual cabins with the area of not less than 4 sq. m for changing clothes; not less than two individual wardrobes with height of not less than 1.7 m for storage of crutches and protheses.

Use of information by person in wheelchair has its own specifics:

* Stands should be located so that at the entrance to it wheelchair has been freed the road and not get across of it, as it could complicate the passage of those who follow the visitor;

* For this purpose the stands should be placed not right at the path, but at specially constructed "pockets" with area of 5.6 sq.m., which also should be paved. In these pocket-areas should be provided the benches for accompanying persons, and a canopy of sufficient length and width so that a disabled person in the wheelchair could be hided in the bad weather.

Perception of information of people on wheelchairs also has its own characteristics:

* Format of inscriptions on stands, size and style of the font should be

provided such way that even the smallest of them could be read without straining

from a sitting position, and on the distance of 2-2.5 m;

* great importance has a supply of persons in wheelchairs by booklets with clearly done schematic map of the territory, and provided with a list of phone numbers.