Animation activity in social and cultural service and tourism. Animation service in the hotel For adults

The concept and functions of animation

The word "animation" is of Latin origin (anima - wind, air, soul; animatus - animation) and means inspiration, inspiration, stimulation of vitality, involvement in activity. The term "animation" appeared for the first time at the beginning of the 20th century. in France in connection with the introduction of a law on the creation of various associations and was interpreted as an activity aimed at provoking and enhancing a keen interest in culture and artistic creativity.

Animation is a kind of service that aims to improve the quality of service, and at the same time it is a kind of advertising, a form of re-attracting guests and their acquaintances, pursuing the goal of promoting a tourist product on the market to increase the profitability and profitability of the tourism business.

Animation in tourism is a holistic process of interaction between animators and tourists in the leisure sector based on the combination of formal leadership and informal leadership of a specialist who interacts. As a result of such interaction, the relaxation and health-improving, cultural and creative, educational needs and interests of the participants in this process are satisfied, conditions are created for the formation of a socially active personality capable of transforming the surrounding reality and oneself in it.

Animation is a type of tourism activity carried out at a tourism enterprise (tourist complex, hotel, cruise ship, train, etc.), which involves tourists in a variety of activities through participation in specially designed leisure programs.

Animation has characteristic features: it is carried out in free time; is distinguished by freedom of choice, voluntariness, activity, initiative of both one person and various social groups; due to national, religious, regional characteristics and traditions; characterized by a variety of species based on the different interests of adults, youth and children; has a deep personality; has a humanistic, cultural, developing, health and educational character.

In order to fully understand the essence of animation activity, it is necessary to consider the content, goals and objectives of the animation process, since each animation service is a special process of activity, the essence of which is determined by specific patterns (thematic, emotionality, activity, purposefulness, etc.) . The animation process, the goals and objectives facing it, can be expressed as follows (Fig. 8.1.):

Rice. 8.1. animation process

During the animation process, the animator helps tourists see action objects, contributing to the visual perception of a specific given topic (the first task); hear the information you need or, for example, musical accompaniment that complements what is seen (the second task); try to do it yourself(third task); feel involved in the ongoing process(fourth task); to join the process, to master practical skills(fifth task).

An analysis of the essence of animation activity reflects the presence of interaction in it of various elements that determine three peculiar levels that can be classified as: creative- the predominance of creative moments in the activity; reproductive- simple reproduction of ready-made, previously worked out forms and methods; reproductive creative- the discovery by a person for himself of something new that is objectively not new.

Based on all of the above, we define animation as stimulating a full-fledged recreational, socio-cultural, leisure and other human activity by influencing his vitality, inspiration and spiritualization. Tourist animation is a tourist service, in the provision of which the tourist is involved in active action. Tourist animation is based on personal human contacts of the tour animator (animator) with the tourist, on human proximity, on the joint participation of the animator and the tourist in the entertainment offered by the animation program of the tourist complex.

Animation hotel services are one of the most effective means of attracting guests to the hotel, influencing the positive assessment of the hotel as a whole by the tourist. These are a kind of additional services for the client of the hotel, allowing him to occupy him in such a way as to awaken positive emotions in him, to feel satisfaction from the rest in the hotel and the urge to return to this hotel again.

Tourist animation is the most important part of the total activity in a tourist enterprise (in a hotel, restaurant, on a large ship, etc.). This is not just fun, but an expression of a high degree of professionalism in tourism activities, the most important component of the tourism product. Therefore, like any other activity in a tourist enterprise, animation should be a planned, clearly regulated and organizationally managed activity, provided with material, financial and human resources.

The ultimate goal of tourist animation is the satisfaction of the tourist with the rest, his good mood, positive impressions, restoration of moral and physical strength. This is the most important recreational function of tourist animation. The value of tourist animation is to improve the quality, diversity and attractiveness of the tourist product, increase the number of regular customers, increase the demand for the tourist product, increase the load on the material base of the tourist enterprise, and, consequently, increase the efficiency of its use, and, finally, increase profitability and profitability of tourism activities.

Of the three main recreational functions (therapeutic, health-improving and cognitive), tourist animation directly performs two functions - sports and recreational and educational. Indirectly, under appropriate conditions, the therapeutic function is also performed. In the practice of animation, for the purposeful design of animation programs, the following functions of tourist animation can be distinguished:

adaptive function allowing you to move from everyday environment to free, leisure;

compensation function, freeing a person from the physical and mental fatigue of everyday life;

stabilizing function, creating positive emotions and stimulating mental stability;

health function, aimed at restoring and developing the physical strength of a person, weakened in everyday working life;

information function allowing you to get new information about the country, region, people, etc.;

educational function, allowing to acquire and consolidate as a result of vivid impressions new knowledge about the world around;

improving function, bringing intellectual and physical improvement;

Animation typology

The variety of functions of tourist animation has also led to the diversity of types of animation activities, varieties of animation programs and events. The difference in the interpretation of the concepts of "animation", "hotel animation", "tourist animation" is associated with the variety of existing forms and programs of animation leisure activities. This diversity is reflected both in the formation of tourist routes and in the hotel business, and in general in the organization of people's leisure in modern life: in countries, cities, city governments and municipalities, parks, clubs and associations, organizations and educational institutions. Here we will talk about tourist, resort-recreational and hotel animation, so we will distinguish between these concepts (Fig. 8.2.).

Rice. 8.2. Varieties of recreational animation

Recreational animation- a type of leisure activity aimed at restoring the spiritual and physical strength of a person. Leisure programs implemented for recreational purposes can be carried out by both tourist and resort enterprises with tourists, vacationers and guests, and leisure enterprises with local residents. This gives us the right to assert that the concept of recreational animation is wider than the concepts of tourist and hotel animation. As for tourist and hotel animation, they are closely related to recreational, since the main role of animation programs in hotels, tourist complexes and sanatoriums, as well as specialized animation tours, is to improve the health of vacationers, to distract them from everyday worries, to improve their mood, etc. etc., in other words, in the restoration of vitality and energy.

Tourist animation- a type of tourist activity carried out at a tourist enterprise (tourist complex, hotel) or on a vehicle (cruise ship, train, bus, etc.), or at the place of stay of tourists (in a city square, in a theater or city park, etc.). which involves tourists in a variety of activities through participation in specially designed leisure programs. In other words, tourist animation is a tourist service, in the provision of which the tourist is involved in active action.

When preparing tourist animation programs, many features are taken into account that make it possible to carry out the program in the most interesting way, namely: the nationality of tourists; their age (children, youth, mature age, third age, combined); gender (female, male, joint); number (individual, group, mass); activity of tourists participation (active, passive). In addition, tourist animation is divided into three main types according to the importance, priority and volume of animation programs in the overall travel program (in the tourist product):

1. Animated tourist routes- targeted tourist trips for the sake of one animation program, or a continuous animation process deployed in space in the form of travel, moving from one animation service (program) to another, carried out in different geographical points. In this case, the animation program is a target, priority and dominant in the tour package of services, not only in terms of physical volume, but also in terms of "spiritual", stimulating mental strength.

Such an animation program is a pricing factor in the tourism product. Usually these programs are intended for individuals or homogeneous tourist groups united by one spiritual interest (professional, hobby). We list the main varieties of such animation programs: cultural-educational and thematic; folklore, literary, musical, theatrical, art criticism, scientific, festival, carnival, sports. Or, for example, tours organized for casino lovers to casino centers located in different countries.

2. Additional animation services- animation programs designed to "support" the main tourist services specified in the tour package, during technological breaks due to transfers, delays on the way (ship, train, bus, hotel, station, etc.), in case of bad weather (when organizing sports and amateur tours, at beach resorts), lack of snow in ski resorts, etc.

3. Hotel animation- a comprehensive recreational hotel service based on personal human contacts of the tour animator with the tourist, on human proximity, on the joint participation of the animator and tourist in the entertainment offered by the animation program of the tourist complex, pursuing the goal of implementing a new philosophy of hotel service, improving the quality of service, the level of tourist satisfaction with rest and used in the hotel's marketing strategy as one of the main attractive services.

Hotel animation is the narrowest concept of the three considered, since it involves only the organization of leisure activities at tourist enterprises: tourist complexes, hotels, hotels, camp sites, etc. In other words, hotel animation is a leisure activity offered by hotels, hotels, tourist complexes. This is part of tourist animation, although the most significant. Moreover, animation programs differ in the club organization of recreation, in hotel chains and in hotels of different target orientation and different sizes.

Table 8.1Typology of animation activities

L. V. Kurilo in his work “Theory and practice of animation. Theoretical Foundations of Tourist Animation” gives a slightly different typology of tourist animation presented in Table 8.1. It adds the prefix "health-improving" to all types of animation, thereby emphasizing the fulfillment by animation of health-improving and recreational functions. Accordingly, the target settings for each type of animation will be tourism and tourist competitions, sports and sports, entertainment events, educational and excursion activities.

8.3. Types and technologies for the implementation of animation programs

Types of animation. WITH from the point of view of a systematic approach, tourist animation is the satisfaction of specific tourist needs in communication, movement, culture, creativity, pleasant pastime, and entertainment. The range of these needs is very wide, since people who go on vacation invest in this concept a completely different meaning, namely: for some, rest is a journey, for others - reading books, for others - a walk in the forest, for fourths - fishing, etc. According to this demand, the following types of animation have developed in the practice of tourist services, satisfying the various needs of tourists (vacationers).

Animation in motion- satisfies the need of a modern person for movement, combined with pleasure, with pleasant experiences.

Animation through experience- satisfies the need for a sense of the new, unknown, unexpected in overcoming difficulties, in discoveries, in communication.

Animation through communication– satisfies the need to communicate with new and interesting people, with the discovery of the inner world of people and self-knowledge through communication.

Animation through soothing- satisfies people's need for psychological relief from everyday fatigue through calm, solitude, contact with nature, the need for peace and "idle laziness".

cultural animation- satisfies the need of people for the spiritual development of the individual through contact with monuments and modern examples of the culture of the country, region, people, nation.

creative animation- satisfies a person's need for creativity, for demonstrating their creative creative abilities, for establishing contacts with like-minded people through joint creativity, co-creation.

Real animation programs are most often complex in relation to these types of animation, and the listed types of animation are the constituent elements of these programs, like bricks of the building that the animation program is. As a rule, animation programs along with purely entertaining activities include a variety of sports games, exercises and competitions. This combination makes animation programs richer, more interesting and beneficial to health, therefore, in the interrelation of tourist animation and sports, the greatest recovery and health effect is most often achieved.

Animation technology. Technology should be understood as a set of animator's work methods, the organization of this work, the use of tools and devices. The technology for creating and implementing animation programs is a complex and multifaceted process, since it solves the following tasks:

creation of animation programs, economic miscalculation of the cost of the program, advertising of programs, their implementation and, finally, the creative embodiment of the programmed animation events with subsequent analysis. This technological process is a complete system in which all components interact.

The technology for creating and implementing animation programs as a system consists of several interrelated subsystems:

organizational subsystem– organization of joint activities of the animation team, economic, technical, advertising departments;

instructor-methodical subsystem- creation and processing of event scenarios, development of texts for excursions, selection of sports games and competitions, compilation of hiking routes with subsequent development of methodological recommendations based on the generalization of experience;

directing subsystem– distribution of roles, rehearsal plan, staging;

technical subsystem– preparation of the site (stage) for animation events, props, scenery, lighting, musical accompaniment, costumes, etc.

All subsystems make up the technology system, which serves as the basis for the functioning of the animation service. Animation activity is a real and very special world with its own rules of action. These actions are performed by professionals in order to include as many people as possible in the process of their commission. Here there are specific patterns of functioning of animation activity.

The technological process of creating animation programs includes the following elements:

Object of activity: population served, visitors (groups of people and individuals);

Subject of activity: managers, specialists of the animation service;

The actual animation activity (the process of the subject's influence on the subject) with all its components.

All elements of the functioning of the technological process are in unity and interaction, form a single system. The main element of this system is the object of activity, people: tourists, guests, vacationers. Everything is designed to meet their spiritual and physical needs. Therefore, professional animators need to know these needs, to study the audience, moods, interests and demands of various population groups on a daily basis. Without knowledge of people, it is difficult to count on achieving the desired result, on increasing the efficiency of the intellectual and emotional impact on the audience.

Stages of development and implementation of the animation program. The work on the preparation and implementation of a particular animation program can be divided into several stages. The first stage (the largest and most important stage) - preparatory, including:

Analysis of the proposed animation programs;

Definition of goals and objectives;

Choice of the place and time of the program;

Designing an animation program taking into account the age, ethnic and other characteristics of consumers of this service;

Creation or selection of scripts for animation events included in the program;

Drawing up a cost estimate for the program;

Selection of creative teams, distribution of responsibilities within the animation team;

Technical training: purchase of inventory, production of scenery, costumes, props, etc.;

Installation of sound and lighting equipment, other technical means, stage design, production of phonograms, etc.;

Conducting rehearsals, teaching the rules of games, etc.;

Second phase - animation program- represents the most difficult and responsible work for all participants. It is necessary to unite the efforts of all involved animators, overcome nervous tension and solve the tasks. Third stage - summarizing, during which there is: analysis of the program; surveying consumers with subsequent analysis; work on improving the program. So, the technological process includes three main stages: preparation; implementation of the program and analysis of the program.

Advertising of animation programs. The success of an animation program largely depends on a properly organized advertising campaign. Advertising, as you know, is information about the consumer properties of goods and types of services in order to sell them and create demand for them. It so happened that animation programs are advertised at a very low level, even in those tourist enterprises where these programs are available.

Advertising of animation programs is a tool with which the consumer is given information about the content, features, attractiveness of this program in order to interest the consumer, to encourage him to purchase the advertised product, to become a member of the animation program. When starting to develop advertising for animation programs, you must:

Identify potential consumers and characterize them according to demographic (age, gender), ethnic characteristics, social status, income level, etc.;

Identify competitors and identify the benefits of your own programs that you can pay attention to in advertising;

Determine channels and methods of advertising distribution.

It is very important to develop your own corporate identity, which is perceived as a guarantee of the quality of the animation programs offered. When developing your corporate identity, you must take into account: the main areas of activity; market segments for which the developed programs are intended; basic advertising media; advantages or features of the developed programs.

8.4. Animation and leisure activities of resort hotels

The organization of recreation for recreants in resorts is one of the most important tasks of specialists in resort business and tourism. Numerous polls show that the main purpose of coming to the resort of 50-70% of vacationers is recreation. This percentage is somewhat higher for seaside resorts and lower for highly specialized ones. In any case, the organization of vacationers' leisure is a difficult task, primarily associated with a large amount of free time for vacationers in hotels during their stay at the resort.

In recent years, significant changes have taken place in the organization of leisure activities for vacationers. This is due to a number of reasons: borrowing the experience of foreign resorts; the growth of the educational and cultural level of the population; the introduction of new technologies in the entertainment industry; change in the structure of the use of free time; activation of touring and concert activities of theater, film and stage professionals.

A person, a potential consumer of the services of the tourism industry, who chooses a seaside resort as a place to spend his vacation, certainly sets himself the primary task of resting, relaxing, distracting from everyday worries and problems, getting positive emotions and energy for later life. It is the psychological state, mood and emotions that determine the feeling of satisfaction from the time spent in this hotel enterprise.

An important part of the multifaceted activity of a hotel company, an expression of its high degree of professionalism, is the organization of animation. This is a peculiar and very effective form of advertising, re-attracting customers and their acquaintances, promoting this product in the hotel services market, and, consequently, increasing the efficiency, profitability and profitability of the enterprise. An indisputable factor in increasing the competitiveness of the hotel, which determines the choice in favor of a particular place of rest, can be a new emerging direction of "hotel animation" in the broadest sense of the term.

Rice. 8.3. Forms of organization of animation and leisure activities

The choice of specific forms of animation and leisure activities, shown in Figure 8.3, depends on the possibilities of the material and technical base of the hotel, its location and availability of infrastructure, the contingent of vacationers, and the level of professional training of workers in the leisure sector. The most traditional forms of leisure activities are mass sports work, excursion work, film screenings, and leisure evenings.

Sports and mass work is carried out by the staff of the hotel itself, as well as by professionals involved from outside. Excursion work can be carried out both on their own and with the involvement of specialized organizations - travel agencies and excursion bureaus. Practice shows that it is most profitable to resort to the services of specialized tourist and excursion organizations, rather than organize everything on your own.

Movie screenings with the advent of the latest technology and satellite television, it has faded into the background. The only exceptions are movie broadcasts for small audiences in halls equipped with the latest technology. Evenings of rest are one of the most popular forms of leisure activities and are characterized by numerous options for their implementation. These can be meeting nights, dance events and discotheques, live music evenings, festive evenings, competitions, etc. These events are most often carried out on their own by the hotel with the frequent involvement of professionals.

Library Services are one of the oldest forms of leisure activities for vacationers. The work of libraries is most often implemented in three directions: the issuance of books and periodicals for reading in your spare time; holding various thematic events; promotion of healthy lifestyles. game forms Leisure activities are also quite popular in the resorts. Vacationers are provided with both passive (without the involvement of additional staff - checkers, chess, billiards), and active gaming entertainment (with the involvement of animators and special staff).

The largest and most famous hotels allow themselves to hold the most significant events, while organizing concerts of pop stars of the first magnitude, creative evenings and benefit performances of theater and film artists, various festivals, fashion shows, exhibitions and fairs of national significance, conferences and symposiums. So, well-known centers for such events are Sochi, Anapa, Gelendzhik, Pyatigorsk and some other resorts.

Turning to the consideration of the animation service as a new direction in organizing the leisure of vacationers, it should be noted that animation and cultural activities are most fully represented in the West. Abroad, the amount of free time among the population is gradually increasing, and, consequently, there is a process of a qualitative increase in leisure programs and services. The entertainment industry began to develop there more than half a century ago, resulting in a developed system of leisure organization. Most of all, the United States, Canada, Western European countries (Germany, France, Denmark, Belgium, the Netherlands, Finland) succeeded in this matter.

Tourist animation service is most developed in resort areas, where it helps to increase the attractiveness of tourist travel and the quality of recreation. In resort areas around the world, there is a clear awareness that a special role belongs to the organization of leisure activities for vacationers: game events, active competitions, various shows and holidays, etc. In the West, the main activity of the animation sector is daily entertainment programs, which include a range of free services animations for adults and children.

Despite the fact that the animation base of each hotel has its own characteristics, all animation services can be structured as follows (Table 8.2.).

Table 8.2 Animation services in foreign resorts

Each tourist accommodation facility has its own daily entertainment program, the structure of which depends on the number and contingent of tourists, the location of the facility, staff, meal schedules, excursions, etc. An analysis of the experience of countries with a successfully developing tourism industry shows that the entertainment industry requires high-quality programs, expensive and high-quality equipment, new management approaches, highly qualified personnel.

The main characteristic of a successful holiday for tourists is the psychological state during the holiday, mood. When organizing services for vacationers, it is important to clearly understand that the high-quality condition of the tourist accommodation facility in itself will not provide full comfort for the tourist. To revive the walls of the hotel, to enable vacationers to feel the idea of ​​its organizers - this is the main task of the host.

When developing the staff structure of a tourist accommodation facility and analyzing the influence of staff on the psychological state of vacationers, it is necessary to take into account that the main role in creating this or that psychological climate in a hotel is played by the animation service personnel - animators. Ultimately, it is their personal qualities and the ability to create a special mood and a sense of comfort and coziness among tourists that determine how complete the rest of hotel guests will be.

Animator– a specialist in the formation and promotion of a tourist and sports product in the tourist market and the organization of sports and recreational activities for tourists. The professional team of the animation sector organizes and conducts games, competitions and sports competitions, invites to performances, theater and dance shows, musicals, comedies, classical music concerts, movie screenings, beach parties, etc. The activity of the hotel animation sectors is able to mitigate minor shortcomings service and increase the profitability of the hotel.

Any way of spending leisure time is good only when it is psychologically justified. For people whose work requires constant tension, rest-relaxation is useful, which relieves fatigue and stress. Some people, on the contrary, need to activate their forces. In addition, in animation activities, it is imperative to take into account the gender and age characteristics of the contingent of vacationers. Hence the need to develop targeted programs that involve the involvement of cultural and leisure institutions located in the area. The more varied the recreation program, the more interesting it is. This is especially true when developing animation programs for children.

The animation service is based on several key components. Taking into account favorable external conditions, the formula for the implementation of an animation project is as follows (Fig. 8.4.).

Rice. 8.4. Animation Project Implementation Formula

Daily Animation Program at the accommodation facility may include: 1) sports games and competitions for adults (aerobics on the beach or in the pool, volleyball, water polo, darts, arm wrestling, table tennis, archery and air pistol, etc.); 2) children's programs (games and competitions in the children's town and pool, evening entertainment programs, themed holidays); 3) evening show programs (show competitions, game shows, comic shows, discos, performances by pop groups, amateur performances, themed parties - 80s disco, live music, etc.).

So, a variety of animation programs that combine all types of animation and which bring to life energetic and friendly, tactful and highly qualified creative workers of the animation team, help to improve the image of the institution, give it a competitive advantage and guarantee the return of customers to this hotel, as the client returns in the place he liked.

Control questions

1. Define the concept of "animation".

2. List the main features of tourist animation.

3. What is the essence of animation activity and the structure of the animation process?

4. What functions does tourist animation perform?

5. Describe the main types of tourist animation.

6. What is included in the concept of "hotel animation"?

7. What types of tourist animation are distinguished?

8. What are the specifics of the technology for creating and implementing animation programs?

9. Describe the stages of implementation and implementation of animation programs.

10. What forms of organization of animation and leisure activities of hotels are distinguished?

11. What is the essence and significance of the animation service in hotels?

12. Give examples of the most popular hotel animation programs.

State educational institution

secondary vocational education

COLLEGE OF TOURISM AND HOTEL SERVICE

SAINT PETERSBURG

Specialty SPO 100105 "Hotel service"

Course work

By discipline"Organization of service in hotels and tourist complexes"

Subject"Animation service in hotel complexes"

Completed:

Student: Kultysheva E.S.

Group: No. 215

Checked:

Lecturer: Bezrukova S.V.

Saint Petersburg

1. Introduction 3

2. Animation service as an additional service in hotels. 4

2.1 Animation typology 6

2.2 Classification of tourists 8

3. Varieties of animation programs 13

4. Description of a country hotel 14

5. Tasks and structure of the animation service 16

6. Development of animation programs for various categories of tourists 20

7. Conclusion 22

8. References 23

1. Introduction

The purpose of my work is to study the organization of animation services. Also in my work I will try to develop animation programs and analyze the activities of country hotels.

The topic of animation service I have chosen is relevant and interesting, because it is animation that is of interest to tourists who are going on a trip. This was a consequence of the fact that urbanization affects our lives. It creates various negative consequences: increased density of the urban population, increased life loads, constant stress, lack of time for what you love, monotony of work, and much more.

The reaction to these negative consequences is the desire to leave the city for pure nature, touch spiritual values, diversify life impressions, eliminate psychological and physical fatigue, learn new and new people, find and express yourself in communication with them, stay with your family in an environment recreation and entertainment. And as a result of this, there is an increased demand for such tourist services as various types of sports and independent tourism, ecological tours, sightseeing and entertainment routes, sports and entertainment and medical and rehabilitation services.

Thus, the change in the way of life of modern man in connection with industrialization has led to a change in his needs for recreation and, accordingly, to a change in the content of the tourist product. Now, in addition to accommodation and meals, it began to include other elements aimed at meeting the needs for entertainment, fun leisure activities, and emotional relief. This is how the concept of "tourist animation" arose.

2. Animation service as an additional service in hotels.

The entertainment, leisure and sports sector plays an important role in the overall infrastructure of the hospitality industry and solves various tasks (primarily, education, the formation of an optimistic mood, education, recreation, the development of people's culture). Filling your leisure time with entertainment and sports, a person rests and recuperates. The enterprises and organizations of the entertainment sector include circuses, zoos, attractions, game libraries, amusement parks, as well as a variety of entertainment enterprises - theaters, cinemas, concert halls, philharmonic halls and much more.

Enterprises of the entertainment and sports industry act as independent and separate units, attracting significant material, financial and labor resources.

Hotel enterprises establish economic ties and business contacts with enterprises providing entertainment, leisure, recreation and sports services. Animation services are formed in hotels that organize leisure and recreation for guests, in addition, many hotel enterprises have their own sports facilities (pools, tennis, golf, water attractions, etc.), as well as cinema and concert halls, discos, various clubs, gaming establishments.

And now, for people who are going to relax, the most important thing, after living and eating, is the presence of an animation team at the hotel.

Animation is a new direction of resort activity, involving the personal participation of tourists in game and theatrical show programs, sports, cultural and entertainment events. This phenomenon is a product of competition between resorts seeking to diversify the rest of their clients.

Animation teams work with tourists throughout the day: in the morning they invite them to game and sports and recreation programs, in the afternoon to theatrical performances, in the evening they organize a colorful show, birthday celebrations, dating evenings, dance evenings, etc. For children and adolescents, game programs, water attractions, excursions, horseback riding, competitions, demonstrations of feature films and animated films, and the work of various circles are offered.

The concept of "animation" is of Latin origin (anima - wind, air, soul; animatus - animation) and means inspiration, stimulation of vitality, involvement in activity.

Animation is a kind of service that aims to improve the quality of service and at the same time it is a kind of advertising, re-attracting guests and their friends.

The ultimate goal of tourist animation is the satisfaction of the tourist with the rest - his good mood, positive impressions, restoration of moral and physical strength.

2.1 Animation typology

The difference between the concepts of "animation", "recreational animation", "hotel animation", "tourist animation" is associated with the variety of existing forms and programs of leisure animation activities. The scheme shown in Fig. 1 will help to understand this.

Recreational animation is a type of leisure activity aimed at restoring the spiritual and physical strength of a person. Programs implemented for recreational purposes can be carried out by both tourist enterprises with tourists and guests, and leisure institutions with local residents. This gives us the right to assert that the concept of "recreation" is wider than the concept of "tourist animation" and "hotel animation".

Tourism animation is a type of tourism activity carried out in a tourism enterprise, on a vehicle or at a place of stay of tourists, which involves tourists in a variety of activities through participation in specially designed leisure programs. In other words, tourist animation is a tourist service, in the provision of which the tourist is involved in active action.

When preparing animation programs, such features of tourists as nationality, gender, age, number (individual, group, mass), as well as the activity of tourists participating, are taken into account.

Tourist animation is divided into three main types according to the importance, priority and volume of animation programs in the overall travel program:

First type. Animated tourist routes - targeted tourist trips for the sake of one animation program, or a continuous animation process deployed in space in the form of travel, moving from one animation service to another, which are provided in different geographical points.

Such animation programs include: cultural, educational and thematic, folklore and literary, musical and theatrical, art history and scientific, festival, carnival and sports, and many others.

Second type. Additional animation services during technological breaks - programs designed to "support" the main tourist services specified in the tour package and operate in circumstances due to transfers, travel delays and in cases of bad weather, as well as in the absence of snow at ski resorts.

Third type. Hotel animation is a complex service based on personal contacts between the tour animator and the tourist and their joint participation in entertainment.

Hotel animation is the narrowest concept of the three considered, since it involves only the organization of leisure in tourist accommodation places: tourist complexes, hotels, hotels, camp sites, etc. In other words, hotel animation is a leisure activity offered by hotels.

2.2 Classification of tourists

The interests of tourists depend on many factors: age, gender, nationality, educational level, income level, professional interests, hobbies, etc.

Of course, consumers of animation services cannot be clearly divided into categories of income, gender, age, and occupation; this can only be done conditionally.

In order to please tourists, animators must know a lot about him. What can be offered to students is unlikely to please the elderly, or what is intended for extreme tourists is unlikely to appeal to those who like to lie in the sun.

There are different types of classification of tourists. Most common:

Classification of tourists by age.

When compiling programs for recreation, tour animators should take into account the age characteristics of groups of tourists:

0-2 years - infants (babies) - 3-8 years - preschool children

9-18 years old - teenagers-schoolchildren

18-25 years old - youth, students

26-64 years old - adults

65 and older - the elderly, pensioners.

Preschool children(inquisitive, active), the leading type of activity of which is the game, you can offer game libraries, matinees, fabulous trips, drawing contests, walks.

Teenage schoolchildren along with the listed forms, others can be offered. Children of this age are quite active, demanding. This is the age of romance and dreams, so trips and romantic meetings are especially attractive for this category. The richer the life of children at this age, the more they like it. They can be offered excursions, talks, sports competitions, contests, discos and quizzes.

For young people programs are changing. The main types of this period are study and productive work, which require a lot of effort. But energy and enthusiasm at this age should not be occupied, so the leisure program should include: KVN, evenings and discos, auctions, fairs and theatrical performances, festivals and shows, sports and athletics, olympiads, as well as games like television: “What? Where? When?”, “Smarts and smart girls”, etc.

For middle aged people, able-bodied, seeking to take a break from everyday work, calmer events are suitable: secular salons and complexes (beauty, humor, songs), literary drawing rooms and creative evenings, banquets, presentations, concerts.

During the off-season and the winter hotel is visited by l elderly people, pensioners. For them, this is the most favorable time when the sun no longer bakes as much as in summer. They increasingly want to remember their young years and everything connected with them. For this category of tourists, the animation program offers gatherings, tea parties, evenings (of ancient music, romance, memories).

But in order to properly draw up a recreation program, you need to know how a person prefers to spend his leisure time.

Classification of tourists according to their attitude to leisure activities.

Tourists in their attitude to leisure activities are divided into several types of personality:

First type. Initiative tourists who plan in advance both working days and vacation days, so all the initiatives and ideas for organizing leisure time will belong to them. The main task of tour animators in working with this type of tourists is the ability to listen and execute an almost finished program, to play along with enterprising tourists.

Second type. Business people who in everyday life are deprived of leisure and even their free time they strive to spend with maximum benefit for the business. This type of tourist prefers leisure activities that give them the opportunity to improve or a quiet holiday that gives them the opportunity to relax (fishing, hunting).

Third type."Highly specialized" tourists who have one hobby in life. They devote all their free time to their favorite work, so club holidays suit them best.

Fourth type. Active tourists who prefer to move as much as possible during their leisure time. It is a pleasure to work with them, because they support any initiative.

Fifth type. Passive tourists, prone to home forms of leisure. These people can spend hours watching TV or reading books.

Sixth type. Incorrigible skeptics and grumblers. Unfortunately, there are also such types of tourists. This is the most difficult category of people. It is very difficult to captivate them with anything, however, with the variety of programs offered, they can find entertainment for themselves.

Classification of tourists according to their nationality.

Professionals employed in the hospitality industry need to know the national characteristics of tourists, their habits, tastes, and the most acceptable forms of leisure.

Russians- they are distinguished by a breadth of soul and optimism, they are open, often overly trusting, reckless, they love everything cheap, and even more - what they get for nothing. They like to relax on a grand scale, good song and dance. There is a cool attitude to recreational activities, because health in Russia is not yet considered the main value.

Germans- pedantic, punctual, cold-blooded, businesslike. They try to get all the pleasures provided by the hotel. They are lovers of walks in nature, theater. Many people like to drink, eat and sing folk songs. They try to make the most of their holidays.

Poles- the people are collected, prudent. The main features of the Polish character are collectivism, adaptability, the gift of improvisation and the ability to make the most of what is currently at hand. Poles rest and work equally productively.

Americans- do not like to travel abroad, believing that the United States has everything. The high standard of living in the United States provides many Americans with the opportunity to travel. These include mainly pensioners, traveling in groups and energetically striving to see and learn a lot, as well as businessmen.

Spaniards- Energetic, but disorganized and often unpredictable. They are very fond of all kinds of innovations, entertainment and pleasures, including gambling. Songs and dances are especially honored by this people. The Spaniards put family, children, hearth above all else, so they like to relax with the whole family somewhere on the seashore, enjoying loud music and delicious dishes.

French people- sociable, neat, have a special sense of humor, in love with France and everything French. They treat all kinds of innovations and inventions with great respect, therefore they are always involved in them with pleasure. They like intimate surroundings, quiet and far from the city. The French know how to organize their leisure time, they love to play sports.

English- in everyday life they are pedantic, distrustful, cautious, extremely rarely show their true emotions. However, on vacation they are transformed, guided by the motto "have fun, regardless of age and circumstances." They prefer outdoor activities with all sorts of competitions and competitions. They agree to participate in all the activities offered to them, sometimes they don’t even know the rules yet, they love thrills. The main thing for them is not to let yourself get bored.

swedes- they constantly work or study, they strive to spend their holidays with maximum benefit, they especially try to get enough of the sun's heat during this period. They like to alternate between work and leisure, holding all sorts of conferences, seminars, meetings somewhere on the ferry. Swedes are willing to go in for sports, especially orienteering. They love the theater, they are happy to get acquainted with the culture, history, customs and habits of the local population.

Greeks- smart, energetic, but disorganized and impatient, passionate and temperamental, at the same time very insecure people. Their national character is a tangle of contradictions that has intrigued and fascinated travelers and historians for centuries. The Greeks are very sociable, they love entertainment, holidays, rich feasts, travel, weekends.

Japanese- very disciplined and responsible for tourist duties. Organized in groups, hung with cameras, they love excursions, take pictures and record on a video camera. They are musical, love the songs of other peoples. They also like to study the culture of other peoples. They have little interest in natural objects of beach holidays abroad.

3. Varieties of animation programs

People who go on vacation put completely different meanings into the concept of animation: for some, rest is a journey, for others it is reading books, walking through the forest, fishing, etc. According to the demand and motivation of travel in the practice of tourist services, the following types of animation are formed that satisfy the various needs of tourists:

Animation in motion - satisfies the need of a modern person for movement, combined with pleasure and pleasant experiences.

Animation through experience - satisfies the need for a sense of the new, the unknown, the unexpected when communicating, discovering, and also when overcoming difficulties.

Animation through communication - satisfies the need to communicate with new people, to discover the inner world of people and to know oneself through communication.

Animation through soothing - satisfies the need of people for psychological relief from everyday fatigue through calm, solitude, contact with nature.

cultural animation - satisfies the need of people for the spiritual development of the individual through familiarization with cultural and historical monuments and modern examples of the culture of the country, region, city.

creative animation - satisfies a person's need for creativity, demonstrating their creative abilities and establishing contacts with like-minded people through joint creativity.

Real animation programs are most often complex in nature, and these types of animation are the constituent elements of programs.

4. Description of a country hotel

Park-hotel "Heliopark Country Resort".

Heliopark Country is the most famous hotel of the Heliopark chain. Coming here to rest, you get into a real "western". The hotel is full of breathtaking adventure all the time. Restaurants and bars, discos and billiard rooms, swimming pools and saunas are decorated in the territory of Heliopark in country style. You will be entertained by brave cowboys and Indians - real, professional hotel animators.

The Heliopark Country resort is located in the Taldomsky district of the Moscow region, on the banks of the Dubna River, among the forest. Picturesque places, healing air of a pine forest from the very first minutes makes you feel a surge of vitality!

The architecture of the houses of the hotel "Heliopark Country" is also designed in a style to match the name. Even the names of the rooms in the buildings speak for themselves: in addition to standard rooms, there are country suites, suites with fireplaces - Rondo and Blues, suites with an aquarium - Luxor and Lotus, as well as family rooms with a hall, etc. The hotel has 153 rooms in total.

Heliopark Country provides medical services, the medical profile of the hotel's health complex is general health. They will offer unique wellness programs: "Anti-stress", "Beauty and health", "Anti-cellulite program", "Slimming program", "Cleansing programs", 4 stone therapy programs, therapeutic baths, Thai massage, etc. The hotel's health complex provides all the main types of services - from computer diagnostics of the body to a Russian bath, swimming pool and gyms. There are also quite unusual ones, such as, for example, phyto-barrel sessions, computer pulsometry complexes and art painting of nails.

As already noted, on the territory of the Heliopark Country everything resembles the atmosphere of the Wild West westerns, this fully applies to the chain of bars and restaurants: the Wild, Wild West restaurant; bar, billiards, karaoke "One-Eyed Harry's Saloon"; bar, billiards, cigar room "Long Johns" (an ideal place for a relaxing holiday in decorated interiors). Maybe sing at the Heliopark karaoke bar. Or, like a real cowboy, take a puff on a cigar.

You can go to see the zoo with domestic, wild and exotic animals. The Heliopark Country Resort has a lot of sports and other fun: a 23x10 m swimming pool with a section for children, in the deep part - 1 m 70 cm. Horse riding - on a mustang just like a real cowboy! And you can shoot from a bow and a shooting range. Outdoor and indoor sports games, aqua and step aerobics, fitness and sports halls, sports equipment rental, paintball, saunas, Russian bath, disco, fishing on Lake Lesnoy.

Children will have something to have fun: there is children's animation, a children's mini-club with toys "One cowboy, two cowboy" (with a teacher).

5. Tasks and structure of the animation service

In the process of interaction between tourists and hotel staff, the attitude of the guest to the hotel, the schedule established in it, the service, the comfort created especially for him, and hence the mood for relaxation, are formed. From the friendliness and professionalism of all the hotel staff that receives guests, it largely depends on whether the tourist wants to come to this hotel again.

It depends on the qualifications of the animators: how long will the tourist remember this rather short vacation in this hotel.

It can be said without exaggeration that an animator is, first of all, a good psychologist who understands and feels people, who is able to help them not only during the hours allotted for rest, but also at any time when vacationers feel the need for his help and services. In the hotel "Heliopark Country Resort" animators can be found everywhere. It is they who are often the first to be met by vacationers, barely crossing the threshold of the hotel. Animators accompany vacationers when visiting restaurants and cafes, on walks and parties. Thanks to their bright and recognizable clothes, they are always in sight and ready to give the attention that guests need.

The main task of the animators is the organization of interesting and varied leisure activities. Not only independent professionals are involved here, but entire animation teams that work with guests throughout the day: in the morning they are invited to game and sports and recreation programs, in the afternoon to theatrical performances, in the evening they organize various shows, birthday celebrations and discos . Teams of professional instructors-animators conduct sports competitions, organize master classes, for example, in aerobics and oriental dance, teach the basics of martial arts, horse riding skills. One of the important areas of animation activity is animation for children. There are special children's clubs on the territory of the hotel: for children 3-12 years old and for youth 12-15 years old. It offers a variety of game programs, water attractions, excursions, horseback riding, competitions, demonstrations of feature and animated films, and various clubs. All these events are carried out by animators in the form of funny clowns, characters from fairy tales or favorite cartoons. Diverse in content, staging, costumes, evening performances, which are the main part of the entertainment program. Such events are held in a different format: from small everyday scenes played by animators to serious theatrical performances. In addition to the show, the evening entertainment program also includes various lotteries, various quizzes with an educational theme.

I reviewed the service structure of the Heliopark Country Resort hotel. It can be imagined as follows:

Hotel general manager

Hotel Animation General Manager

Sports

chief instructor

mini club

Choreographer - director of evening entertainment programs

Tour animators (7-20 people), decorator, DJ

The chief in the animation system is the manager of the animation service. He reports directly to the General Manager.

As a generalist, the manager of animation activities is called upon to identify, satisfy and develop the socio-cultural interests of different groups of the population, develop targeted animation programs and social technologies for their implementation, stimulate innovative movements in the field of tourism, manage the economic mechanisms for organizing animation activities, and introduce effective pedagogical methods. development of cultural and aesthetic creativity.

Each department has specific responsibilities, but there are events that all members of the animation team prepare together.

sports department- Headed by a sports chief instructor. The work of this department is the most active and intense. Throughout the day, the animators are in direct contact with tourists, every 30 minutes they offer guests various sports activities (aqua and step aerobics, skating and skiing, paintball, fishing, shooting range). Each sports animator conducts a strictly defined number of classes and must know the rules of organized games and competitions well, as well as be able to conduct safety briefings. All sports animators must have the appropriate training, be always fit, slim, cheerful, sociable.

Show animation department. Professional dancers, musicians, artists are recruited. Also, a professional choreographer is constantly working in the department, who often combines the duties of a director of evening entertainment programs, a DJ, a decorator and a costume designer. The rest of the animators are involved in the work as needed. Show programs most often include humorous skits, excerpts from famous musicals, and dance performances. For the entertainment of guests, a striptease show is sometimes arranged. The show animation department is responsible for holding discos (both for adults and children), teaching dance moves, singing songs and other musical and entertainment events.

Mini club- an important department of the animation service. The main duty of the animators of the mini-club is to organize an interesting, high-grade rest for children, giving parents the opportunity to find entertainment to their liking. For each of the age groups, it is advisable to draw up a program in advance, select games and entertainment appropriate for the age. The animators of this department have a great responsibility for the life and health of children. Mini-club animators, in addition to the function of entertainment, also perform the function of education, so they must know the basics of pedagogy and psychology, be able to answer children's questions, explain the rules of the game, and tell something interesting.

Becoming an animator is not easy. The animator must initially possess certain work skills and abilities, and must also be psychologically prepared for this work.

6. Development of animation programs for various categories of tourists

In my work, I will try to develop an animation program for adults and children. Because, most often the tourists of the hotel "Heliopark Country Resort" are families.

So for the animator, the main task is to keep the child as busy as possible in order to give parents the opportunity to relax without worrying about him.

Animation program (for 1 day):

For preschool children:

After breakfast, parents take the children to the mini club.

10.00 - 11.00 - children sculpt various figures from clay under the supervision of educators.

11.00 - 12.00 - drawing competition is announced. Children draw on a certain topic. Then prizes are awarded to everyone.

14.00 - 17.00 - children go on a fabulous journey. Animators stage the fairy tale "Alice in Wonderland". Children take part in this, they are given roles and words. Parents can attend this event.

19.00 - children's disco, where animators hold various competitions, for the victory in which prizes are awarded.

For teenage students:

10.00 - 12.00 - sports games in the pool. For example, "Who's afraid of the white shark?", "Floating bucket" - two buckets float around the pool. At the start signal, all participants (two teams) begin to throw balls into their bucket. One player (on each team) is next to the bucket and throws all the balls that did not fall into the bucket back. The winner is the team that quickly threw all the balls into their bucket.

14.00 - 15.00 - a "knight's tournament" is arranged on the street. Participants stand on a log and fight with pillows. Whoever resists is the winner.

15.00 - 17.00 - the game "Clever and clever"

19.00 - children's disco.

For young people:

10.00 - 12.00 - water polo, volleyball in the pool. There is a football tournament on the site. If you wish, you can recruit teams and take part in paintball.

14.00 - 17.00 - all participants are divided into teams, and KVN is held. A certain topic is given and the teams come up with performances with the help of animators.

19.00 - 20.00 - horseback riding is organized.

20.00 - disco.

For adults:

10.00 - 12.00 - women can take part in aqua and step aerobics. The men go fishing.

14.00 - 17.00 - rock climbing training takes place in the hall. At the same time, people can participate in karting on the site. Or rent rollerblades/skateboards.

19.00 - 21.00 - literary evening in the hall by the fireplace. At the same time, animators perform a performance in the hall, and guests take part in it.

23.00 - disco. Animators organize competitions, such as Miss Hotel.

For families:

"Neptune Day" in summer, construction of a snow fortress, creation of an ice sculpture, snowball fights in winter.

You can also prepare a program in the form of a ritual holiday "Russian Loaf". Wooden benches and tables are placed on the clearing. In the center is a Russian stove, which is heated by firewood. Girls in elegant sundresses with kokoshniks greet guests with bread and salt. Tourists cook pies, bagels, gingerbread, loaves, try hot baking

7. Conclusion

The global growth and development of tourism around the world has a great impact on the content and organization of professional tourism education.

According to experts, at present, the inclusion of animation programs of a cultural, educational, sports, tourist, and entertainment nature in the content of tourist routes and trips, in the operation of hotels increases their prestige and demand in the tourist services market.

Having fun, a person or a group of people satisfies his spiritual needs, evaluates his own personality, analyzes his role on the scale of various subsystems. Entertainment processes are carried out both in natural and artificially created environments.

The entertainment industry, solving multifaceted problems, essentially forms and develops a person. Filling with entertainment, a person restores himself as a labor unit as part of his free time.

The entertainment industry acts as an independent, relatively isolated link in the economic system, attracting significant material, financial, and labor resources.

So, based on this work, we can draw the following conclusions:

In the modern world, in the conditions of fierce competition in the market of tourist services, it is impossible to imagine a hotel complex without organizing animation activities in it.

Animation in hotels is of great importance in creating a favorable psychological climate in the hotel, thereby creating the prerequisites for the re-arrival of guests, which significantly increases the image and income of this hotel.

8. References

Brimer R.A. "Fundamentals of management in the hospitality industry", Moscow, 1995

Garanin N.I., Bulygina I.I. "Management of tourist and hotel animation", Moscow, 2004

Gulyaev V.G. "Organization of tourism activities", Moscow, 1996

Zorin I.V., Zorin A.I. "Professional education and career in tourism", Moscow, 2005

Kotler F. “Marketing. Hospitality and tourism”, Moscow, 1998

Fundamentals of tourism activities. Textbook for students of tourist lyceums and colleges, Moscow, 2001

Tutorial "Profession animator", Moscow, 2005

Chebotar Yu.M. "Tourist Business", Moscow, 2000

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Introduction

When studying the hospitality industry, it is important to realize that it includes various areas and sectors, in addition, one should take into account the relationship system that exists between the hospitality industry and other areas that are in many ways similar to it.

The entertainment, leisure and sports sector plays an important role in the overall infrastructure of the hospitality industry and solves various tasks (primarily, education, the formation of an optimistic mood, education, filling recreation, developing people's culture, etc.). Filling your leisure time with entertainment and sports, a person rests and recuperates. Entertainment enterprises and organizations include circuses, zoos, attractions, game libraries, amusement parks, as well as a variety of entertainment enterprises - theaters, cinemas, concert halls, philharmonic halls and much more.

Hotel enterprises establish economic ties and business contacts with enterprises providing entertainment, leisure, recreation and sports services. Animation services are being formed in hotels to organize leisure and recreation for guests. In addition, many hotel enterprises have their own sports base (pools, tennis, golf, water attractions, etc.), as well as cinema and concert halls, discos, various clubs, gaming establishments.

Increasingly, tourists who are going on a trip are interested not only in living conditions and excursion programs, but also in the presence and level of the animation team in a hotel, boarding house or resort complex.

Animation is a relatively new area of ​​resort activity, involving the personal participation of tourists in game and theatrical show programs, sports, cultural and entertainment events. This phenomenon is a product of competition between resorts seeking to diversify the rest of their clients.

Animation teams work with tourists throughout the day: in the morning they invite them to game and sports and recreation programs, in the afternoon to theatrical performances, in the evening they organize a colorful show, birthday celebrations, dating evenings, dance evenings, etc. For children and adolescents, game programs, water attractions, excursions, horseback riding, competitions, demonstrations of feature films and animated films, and the work of various circles are offered. Such activity is especially popular on vacation in Turkey, Greece, Spain, Cyprus and a number of other countries.

A special place in the hotel enterprises at the present stage of development is occupied by the animation service, which provides the organization of the animation activities of tourists. It is animation that is the source of a large additional profit for the hotel, and the attractiveness of the tourist product, therefore, all modern hotel enterprises are interested in professionals of this profile. This explains the choice of the topic and its relevance.

The theoretical basis of this study was the analysis of Russian and foreign authors in the field of hotel, tourism and restaurant business.

The methodological basis of this work was the works of such authors as: I. I. Bulygin, T. I. Galperin, A. D. Zharkov, V. E. Novatarov, E. M. Priezzhaeva and others. In the works of which the need for the use of animation activities at accommodation enterprises is noted, attention is paid to the development of cultural and leisure animation in Russia, examples of foreign experience are given, as well as materials obtained at Pacific CJSC.

The purpose of this work is to determine the potential and importance of animation services, and on this basis to form an animation program for guests using the Pacific Plaza Sakhalin hotel complex as an example.

The object of the study is animation services at hotel enterprises.

The subject of the study is the Pacific Plaza Sakhalin hotel complex.

To achieve this goal, it is necessary to solve the following tasks:

) to make a theoretical analysis of scientific literature on the research problem;

) characterize and reveal the essence of the concept of animation services;

) consider hotel animation services and programs;

) analyze the activities of the Pacific Plaza Sakhalin hotel complex;

) investigate the animation activities of CJSC "Pacific";

) to develop an animation program in the Pacific Plaza Sakhalin hotel complex.

In the course of solving the tasks of the thesis, the following research methods were used: theoretical analysis of scientific literature on the research problem, methods of comparison and generalization, calculation method, SWOT analysis, survey and questioning.

The purpose and objectives of the study determined the following structure of the work: an introduction, which reveals the relevance of the topic, purpose, objectives, what is the object and subject of the study, practical significance, novelty of the study and stages of the study, as well as the methods of our study. Chapter I deals with the theoretical aspects of animation services provided by a service industry enterprise. This chapter reveals the concept and essence of animation services, hotel animation services and programs. In Chapter II, an analysis of the animation activities of the hotel company CJSC "Pacific" is carried out. In Chapter III, we offer the animation program developed by us for Pacific CJSC. In conclusion, conclusions on the topic of the study are formulated. The bibliography and appendix completes the work.

The novelty of the thesis is as follows: on the basis of research and analysis of the activities of the Pacific Plaza Sakhalin hotel, an animation program has been developed to improve the cultural and leisure activities of the hotel, which will further stimulate the organization of leisure activities of the enterprise, increase their prestige, as well as the demand in the hotel market services.

The practical significance of the thesis lies in the fact that the presented material can be applied in practice in other hotel and restaurant enterprises of the region, in the activities of a wide range of specialists in leisure institutions and to obtain visible results from their implementation.

The writing of the final qualifying work took place in the following stages:

collection, analysis and generalization of material on the research problem;

study of the animation activities of CJSC "Pacific";

development of an animation program;

analysis and generalization of the results, design of the work.

Chapter 1. Theoretical Aspects of Animation Services Provided by a Service Enterprise

.1 Concept and essence of animation services

Recently, more and more tourist enterprises and sports and recreational institutions have begun to take care of providing such additional services as animation. This word quickly took root in the circles of tourism specialists. In Russian conditions, the concept of "animator" is often identified with the concept of "mass entertainer". However, the modern concept of animation is somewhat broader.

The concept of "animation" is of Latin origin (anima - wind, air, soul; animatus - animation) and means inspiration, inspiration, stimulation of vitality, involvement in activity.

Animation is a kind of service that aims to improve the quality of service, and at the same time it is a kind of advertising, a form of re-attracting guests and their acquaintances, pursuing the goal of promoting a tourist product on the market to increase the profitability and profitability of the tourism business.

Animation is a kind of tourist activity carried out at a tourist enterprise (tourist complex, hotel, cruise ship, train, etc.), which involves guests in a variety of activities through participation in specially designed leisure programs.

Tourist animation is a tourist service, in the provision of which the tourist is involved in active action. Tourist animation is based on personal human contacts of the tour animator (animator) with the tourist, on joint participation in the entertainment offered by the animation program of the tourist complex.

For a vacationer, the need for entertainment is in third place after tasty and varied food and a comfortable and cozy room. Therefore, animation occupies one of the main places in the structure of the hotel and is a separate service, closely related to others and of great importance.

The task of the animation service is in constant contact with vacationers, the results of which largely affect the overall review of the holiday. And it is thanks to this contact that the hotel can have a certain percentage of regular customers. Hotels that strive to increase this percentage, mostly family hotels, try not to change the composition of the animation team from year to year, improving its work.

In addition to direct work with vacationers, the animation team can participate in the promotional activities of the tourist complex: act in commercials, draw up booklets.

The presence of an animation service indicates the status of the hotel. Indeed, for the normal and fruitful work of the animation team, it is necessary to have a spacious and comfortable amphitheater on the territory of the hotel, a playground with all its attributes. It also requires constant updating of the material base - costumes, scenery, sports and game equipment. Not every hotel can afford such costs, so the animation service is present mainly only in the structure of 4 and 5 star hotels.

Turning to the consideration of the animation service as a new direction in the organization of cultural and leisure activities for vacationers, it should be noted that animation activities are most fully represented in the West. Abroad, the amount of free time among the population is gradually increasing, and, consequently, there is a process of a qualitative increase in leisure programs and services. The entertainment industry began to develop there more than half a century ago, resulting in a developed system of leisure organization.

Tourist animation service is most developed in resort areas, where it helps to increase the activity of tourist travel and the quality of recreation. In resort areas around the world, there is a clear awareness that a special role belongs to the organization of leisure activities for vacationers: game events, active competitions, various shows and holidays, etc. .

Despite the fact that the animation base of each hotel has its own characteristics, all animation services can be structured as follows (table 1.1).

Table 1.1 Animation type services in resorts

Each tourist accommodation facility has its own daily entertainment program, the structure of which depends on the number and contingent of tourists, the location of the facility, staff, meal schedules, excursions, etc. An analysis of the experience of countries with a successfully developing tourism industry shows that the entertainment industry requires high-quality programs, expensive and high-quality equipment, new management approaches, highly qualified personnel.

The main characteristic of a successful holiday for tourists is the psychological state during the holiday, mood. When organizing services for vacationers, it is important to clearly understand that the high-quality condition of the tourist accommodation facility in itself will not provide full comfort for the tourist. To revive the walls of the hotel, to enable vacationers to feel the idea of ​​its organizers - this is the main task of the host.

When developing the staff structure of a tourist accommodation facility and analyzing the influence of staff on the psychological state of vacationers, it is necessary to take into account that the main role in creating this or that psychological climate in a hotel is played by the animation service personnel - animators. It is their personal qualities and the ability to create a special mood and a feeling of comfort and coziness among guests that ultimately determine how complete their stay at the hotel will be.

In the process of interaction between tourists and hotel staff, the attitude of the guest to the hotel, the schedule established in it, the service, the comfort created especially for him, and hence the mood for relaxation, are formed. From the friendliness and professionalism of all the hotel staff that receives guests, it largely depends on whether the tourist wants to come to this hotel again.

It depends on the qualifications of the animators: how long will the tourist remember this rather short vacation in this hotel.

Animator is a specialist in the formation and promotion of a leisure product in the tourist market and the organization of sports and recreational activities for tourists. The professional team of the animation sector organizes and conducts games, competitions and sports competitions, invites to performances, theater and dance shows, musicals, comedies, classical music concerts, movie screenings, beach parties, etc. The activity of the hotel animation sectors is able to mitigate minor shortcomings service and increase the profitability of the hotel.

Animation management structure can be imagined as follows:

general manager of the hotel;

animation manager;

organizer-animator;

performer animators.

The chief in the animation system is the animation manager. He reports directly to the General Manager, who in turn reports to the hotel owner.

As a generalist, the manager of animation activities is called upon to identify, satisfy and develop the socio-cultural interests of different groups of the population, develop targeted animation programs and social technologies for their implementation, stimulate innovative movements in the field of tourism, manage the economic mechanisms for organizing animation activities, and introduce effective pedagogical methods. development of cultural and aesthetic creativity.

The fundamental feature of a specialist animator is that knowledge of sociology, economics, political science, law, management theory, the basics of directing and a number of other socially significant and highly prestigious sciences today is not an end in itself, but an essential means of implementing the leading metafunction of socio-cultural activity - introducing a person to the achievements of world culture, the full development of his creative potential.

The manager-animator must know the psychological and pedagogical foundations of managing the temporary team with which he works, be a leader in a variety of tourist teams that differ in age, composition, education, social status, and be able to influence the opinions of others.

Managers-animators must have high business skills, deep knowledge of people's psychology, practical skills in working in a well-established mechanism.

The propensity for leadership is important, namely: the ability to take the initiative, attract and direct the attention of others, offer them a solution, the ability to speak the language of their supporters

Any way of spending leisure time is good only when it is psychologically justified. For people whose work requires constant tension, rest-relaxation is useful, which relieves fatigue and stress. Some people, on the contrary, need to activate their forces. In addition, in animation activities, it is imperative to take into account the gender and age characteristics of the contingent of vacationers.

Hence the need to develop targeted programs that involve the involvement of cultural and leisure institutions located in the area. The more varied the recreation program, the more interesting it is. This is especially true when developing animation programs for children.

The animation service is based on several key components. Taking into account favorable external conditions, the formula for the implementation of an animation project is as follows (Fig. 1.1.) .

(who?) (with what?) (where?) (how?)

Fig.1.1. FORMULA FOR THE IMPLEMENTATION OF THE ANIMATION PROJECT

So, we can conclude that in the modern world, in the conditions of fierce competition in the market of tourist services, it is impossible to imagine a hotel complex without organizing animation activities in it, which is a set of socially significant actions of a person aimed at its intensive conscious interaction with the environment and development of socio-cultural values, in the process of satisfying relaxation and recovery, cultural and educational and cultural and creative needs and interests.

1.2 Hotel animation services and programs

In recent years, an increasing number of tourist complexes are trying to raise their level of service precisely due to the presence of an animation service in their structure. After all, if the guest as a whole spent his vacation fun and interesting, then he can turn a blind eye to some shortcomings: inconvenience during the flight and accommodation, bad weather and the lack of favorite natural juice in the bar, etc. And in order to smooth out all these minor inconveniences, which, in principle, can ruin the whole vacation, the animation service comes into play.

Hotel animation is organized by the hotel itself, the tourist complex, creates an appropriate hospitable, comfortable, friendly atmosphere in the hotel, meets the needs of tourists in physical and spiritual development, in emotional enrichment through pleasant experiences; is complex due to the coverage of all types and forms of animation; creates an opportunity for good communication, pleasant personal and joint experiences, entertainment; mobile, unconstrained, intimate, impactful, convincing due to the rather long time the tourist stays in the hotel, perceived as his home; has a permanent character, daily contact with the tourist, allows you to take into account their wishes up to alternative ones, choose the appropriate form, take into account the characteristics of the group and individual; quite easy to organize, especially with good technical equipment. In addition, in a hotel, tourist complex in certain programs, at certain times, under certain conditions, it is possible to involve hotel staff (especially the contact service) in animation programs, which gives them a special flavor and friendly hospitable character.

Each person, moving into the category of a tourist, in a sense changes internally and expects from the upcoming vacation not just physical and psychological recovery of the body, but also something special and unusual. The hotel should become that place, an extravaganza, a fairy tale where they could plunge, discover a completely different world of the universe and forget for this week, two, the pressing problems of their real life.

One of the main challenges facing the management of the hotel hosting guests is to live up to these expectations.

Therefore, everything that is done at the hotel is aimed at organizing the most comfortable conditions for relaxation, creating an atmosphere of abundance, celebration, in general, all those prerequisites under which the guest would want to return to this particular hotel again and again.

The value of hotel animation for a hotel, a tourist complex is to increase the degree of tourist satisfaction with hotel services, to increase the complexity and quality of hotel services and, as a result, to improve the image of the hotel, to expand the active tourist season for off-season periods, to raise the prestige of hospitality professions as a result of professional, intellectual, efficient work of talented hotel tour animators. Tourist hotel animation is the only life-saving tool in hospitality under adverse weather conditions (cold windy sea, snowless winter at a ski resort), transport delays and other troubles and cataclysms.

In the complex, the program animation impact on a person during his rest to one degree or another solves the problem of the formation, development, preservation and restoration of his health: physical, mental, moral.

These components of health determine the appropriate conditional typology of directions and programs of tourist animation:

Sports, sports and health programs; sports and entertainment;

Spectacular and entertaining, adventure and game programs;

cognitive; sports and educational; cultural and educational, excursion, educational, amateur and creative labor programs; for each of these areas, characteristic forms of animation activity can be distinguished;

complex programs combined from homogeneous programs.

Cultural and educational animation programs are based on the contact of the tourist with the cultural, historical and spiritual values ​​of the nation, country, local population of the region where the tourist complex is located and include, in particular: visits to museums, theaters, cinemas, art galleries, parks, exhibitions, national folklore events, concerts, poetry evenings, meetings with famous cultural figures, etc. Some of these programs are dependent on the solvency of tourists, the level of their intellectual development. At the same time, lessons of the national language, quizzes, evenings of national customs, etc. are available to everyone.

Adventure and gaming animation programs are based on the tourist's contact with the interesting, exciting, extraordinary, for example: role-playing games and competitions, visiting caves, a pirate outing, an evening of folk tales and legends, a night hike, a night descent at a ski resort, a themed picnic, fishing, etc. .d. Programs are in demand regardless of age, gender, nationality, education.

Amateur (creative-labor) animation programs are based on attracting tourists to creativity, co-creation, competition in creative abilities, and the acquisition of mastery skills. They are built with the involvement of local opportunities on interest in national characteristics. After participating in such a program, the guest may ask himself, in particular, the following question: “what have you learned?” - communication in the local national language, received lessons in national cuisine, national music and instruments, dances, etc.

The forms of holding these programs can be very diverse: an auction of crafts made from natural materials, an amateur photography competition, a talent competition, a festival of author's poems and songs, a concert of vocal and instrumental performers, an exhibition of children's drawings, sand sculptures, etc.

Spectacular and entertainment animation programs include: festive events, competitions, festivals, carnivals, theme days, fairs, discos, dance evenings, amateur art concerts, etc.

Animation programs such as "communication by interests" are, in fact, combinations of the above programs, but here it is necessary to pay more attention to that relaxed, unobtrusive, comfortable environment that would be conducive to communication according to interests, desires, temperaments, nationalities, etc. In many cases, you need a good animator - "seed", a catalyst for such communication.

When developing animation programs, they strive to achieve, in particular, the following goals:

satisfy the need for self-expression;

to encourage tourists (guests, vacationers) to develop their skills;

direct entertainment and skills in a creative direction;

forget about daily problems and stress;

live as naturally as possible;

change the image and relax;

acquire additional knowledge in the field of culture.

In order to meet the needs of guests of different nationalities, different ages, different incomes and abilities (physical, intellectual, etc.) and at different times, animation programs should change:

b) by intensity;

c) by the time of the event;

d) throughout the season and other parameters.

Animation programs largely depend on the size of the hotel, its location, functional orientation, available opportunities (including the range of additional services provided), as well as on the professionalism of tour animators, the depth of their specialization and vice versa, the degree of universality, on their talent.

The quality and volume of animation programs performed in tourist complexes, hotels is determined to a large extent by the availability of the required staff, the number of staff and, in general, the effectiveness of animation management.

In a small hotel, animation programs can be handled by one person - a tourist animation manager, in medium-sized tourist complexes - a department (service) of tourist animation, and in large resort and club tourist complexes - specialized large animation centers - leisure centers.

The property's daily animation program may include:

sports games and competitions for adults (aerobics on the beach or in the pool, volleyball, water polo, darts, arm wrestling, table tennis, archery and air pistol, etc.);

children's programs (games and competitions in the children's town and pool, evening entertainment programs, themed holidays);

evening show programs (show competitions, game shows, discos, performances by pop groups, amateur performances, theme parties, live music, etc.).

So, a variety of animation programs that combine all types of animation and which bring to life energetic and friendly, tactful and highly qualified creative workers of the animation team, help to improve the image of the institution, give it competitive advantages, and guarantee the return of the guest to this hotel, as he will return to the place he likes.

Chapter 2. Analysis of the animation activities of the hotel enterprise ZAO Pacific

2.1 Summary of CJSC Pacific

The form of ownership of the enterprise is a closed joint stock company. The form of enterprise management is contract management. The owner of the hotel has entered into an agreement with Hermitage Hospitality, a company specializing in the management of these types of businesses. The hotel officially entered the hotel services market in December 2006. ZAO Pacific is located at 172 Mira Ave., Yuzhno-Sakhalinsk, 693000 Russia.

The hotel is located just a few minutes from the main commercial business center (Sahincenter), as well as from city leisure centers (International Theater Center named after A.P. Chekhov and the popular Sakhalin Regional Museum of Local Lore) and shopping centers (House of Trade and "Slavic"). Pacific Plaza Sakhalin is ideal for corporate clients and tourists. The hotel is located on one of the main streets of the city, just 8 km from the airport.

The hotel has 149 comfortable rooms. Of these: 85 standard single rooms, 24 standard double rooms, 35 junior suites, 5 suites. All rooms are equipped with individual climate control devices, several levels of security system, safes, satellite TV. The hotel is equipped with an automatic control system, has a backup power supply, autonomous heating, hot water supply, a system of high-speed elevators, and the hotel is equipped with fire and security alarms.

The cost of a room at the Pacific Plaza Sakhalin Hotel includes accommodation. The hotel works with VAT. Base prices are shown in Table 2.1 (Appendix 1). The room rate includes breakfast.

The hotel also provides free services such as:

security service 24 hours;

cable TV with news and entertainment channels;

morning wake-up call;

provision of iron and ironing board upon request;

concierge services;

air (railway) ticket booking confirmation service;

calling an ambulance;

room safe with an individual code in each room.

Paid services include:

24 hour room service;

mini bar;

international telephone connection;

laundry and dry cleaning services;

watching videos on demand;

providing a car for rent;

business center services (scanning, printing, laminating, faxing);

high speed wireless Internet.

The Pacific Plaza Sakhalin Hotel offers excellent conference and banquet services and a business center. Offices, halls and conference rooms are equipped with the necessary equipment. The hotel has 5 halls that are ideal for conferences, gala dinners, dance parties and can accommodate over 150 people. The halls are ideal for seminars, conferences, informal and formal receptions with a capacity of over 100 people. Table 2.2 shows additional conference services (Appendix 2).

The hotel has 2 restaurants ("Aromas" and "Valentin" offering international cuisine) and 2 bars (Lobby bar and bar on the eighth floor "Lounge 8").

Aromas is the main restaurant of the Pacific Plaza Sakhalin Hotel, located in the lobby. The cafe-restaurant is open 24 hours. Modern, lively atmosphere; a varied buffet for breakfast, lunch and dinner, modern Mediterranean and popular local cuisine.

The level of service at Pacific Plaza Sakhalin is evident in every detail. It is enough for the guest to dial the administrator's number and the qualified staff of the hotel will take care of his comfort. At the request of the guest, the administrator will order a taxi; The hotel administration provides guests with a transfer to the airport. The administrator can be entrusted with ordering air and railway tickets for any flights.

Consider the organizational structure of Pacific Plaza Sakhalin. The organizational structure of management is understood as a set of management links located in strict subordination and ensuring the relationship between the managing and managed system. In the management practice of the hospitality industry, the following types of organizational structures are most common: linear, functional, linear-functional.

The organizational structure of Pacific Plaza Sakhalin can be attributed to a linear-functional type. With such a management structure, the full power is assumed by the line manager, who heads a certain team. In this case, the general director is Skomarovskaya Evgenia Valentinovna. When developing specific issues and preparing appropriate decisions, programs, plans, it is assisted by a special apparatus, consisting of functional units - departments, services. These divisions are headed by managers. The hotel has the following departments:

manager of the reception and accommodation department. He is subordinate to: the reception and accommodation department, the reservation department, the hotel management department, the security service;

food department manager. He is in charge of catering companies. These include: Aromas cafe-bar, Valentines restaurant, lobby bar, Lounge 8 bar, as well as:

banquet manager;

head of the personnel department;

financial director;

sales and marketing manager.

Figure 2.1 shows a diagram of the organizational structure of the Pacific Plaza Sakhalin Hotel.

Rice. 2.1. Organizational structure of ZAO Pacific

Thus, from the above, we can conclude that more than 170 people work in the hotel. The structure of the hotel is simple and clear, but at the same time it includes all the departments necessary for the effective operation of the hotel as a whole. Each department has its own responsibilities. Each department plays an important role in a hotel.

The Pacific Plaza Sakhalin Hotel hospitably opens its doors, behind which everyone will be provided with cozy accommodation and comfort.

Let us analyze the Pacific Plaza Sakhalin hotel in the competitive environment of Yuzhno-Sakhalinsk accommodation facilities. To do this, we will use the original method for analyzing the external and internal environment of the Pacific Plaza Sakhalin Hotel - SWOT analysis, which is discussed in Table 2.3.

The analysis data shows that the Pacific Plaza Sakhalin hotel has a very advantageous location and good infrastructure, in addition, this business class hotel, therefore, requires a high level of service, which Pacific Plaza Sakhalin provides to its guests.

But to maintain the level of service, highly qualified personnel and a developed engineering service are also required. Threats for the hotel are difficulties and dependence on the regional authorities, as well as the unstable economic situation in the country. These threats are large-scale and are real not only for this hotel, but also for business in Russia as a whole.

Table 2.3 SWOT analysis of the external and internal environment of the Pacific Plaza Sakhalin Hotel

After analyzing the external and internal environment of the Pacific Plaza Sakhalin Hotel, the principles of market segmentation by main competitors and by consumers were considered. Market segmentation by main competitors (data for 2010) is presented in Table 2.4.

Ratings in points from 1 to 5 mean:

A clear leader in the industry;

Above average, performance is stable;

Average level, full compliance with industry standards;

Deterioration of indicators;

Crisis position.

Table 2.4 Market segmentation by main competitors

The Pacific Plaza Sakhalin Hotel is very profitable; over the course of five years, the hotel has been developing at a very fast pace, since the hotel, in addition to its basic services, offered and still offers additional services to residents and guests of the city, which in turn bring additional profit and influence its further development, which is a very positive factor in the development of the hotel services market.

2.2 Study of the animation activities of CJSC Pacific

We conducted a telephone survey of 20 hotel companies in the city of Yuzhno-Sakhalinsk, in order to find out if they are engaged in animation programs. In the course of the study, we found out that only the Mega Palace Hotel complex is engaged in holding such events for one reason or another (weddings, birthdays, New Year holidays and other events), while the rest of the hotel enterprises are engaged in the sale of basic hotel services.

The main services of the hotel complex "Pacific Plaza Sakhalin" are accommodation, meals and organization of conferences. In parallel with them, the hotel provides a number of additional paid and free services that have the maximum impact on the positive impression of hotel guests.

The hotel provides a minimum set of basic services that ensure the provision of basic hotel services. But there is no service that would organize animation activities. Many people think that the organization of any entertainment-related events is inappropriate in this hotel, as it has a business purpose. Contrary to this opinion, various cultural and entertainment events are held here, such as: theme and corporate parties, banquets, presentations, tastings of various products, etc. The hotel also hosts annual pre-New Year's corporate evenings and New Year's children's morning performances. Especially for these events, leaders hire: presenters, actors, dancers, musicians and others. The organization of all the above events is currently handled by the catering department.

The cost of New Year's Eve corporate evenings in the Aromas restaurant per person is 1,500 rubles. In the Lounge 8 bar, the cost of New Year's Eve is 3,000 rubles per person, this price includes a buffet + 2 alcoholic drinks. Prices for these events vary.

It is possible to organize animation activities well only if there is a sufficient material base. Appropriate equipment and props are required for show programs and other entertainment. The richer the material base, the more entertainment can be offered.

The Pacific Plaza Sakhalin Hotel has a good material and technical base and a sufficient number of opportunities for animation activities: furniture and necessary props, video, projection, sound, stage and lighting equipment and various premises. Table 2.5 gives a detailed description of the premises in the hotel.

Table 2.5 Area of ​​the premises of the Pacific Plaza Sakhalin Hotel

Aromas Restaurant, which is located on the ground floor, has the largest area on the territory of the hotel and a maximum capacity of up to 130 seats. There are very few events held here, mostly the restaurant operates as usual. But every year the catering department here organizes New Year's corporate evenings, with the involvement of vocalists, dance groups, presenters who conduct an entertainment program for guests.

Restaurant "Valentin", which is located on the second floor of the hotel, has a capacity of up to 80 seats. The restaurant is used only for individual orders (banquets): weddings, birthdays, parties, etc.

VIP-lounge, located on the eighth floor of the hotel. The hall is very popular among some companies in the city of Yuzhno-Sakhalinsk, which hold receptions for employees here. The hall is also ideal for children's birthday parties. The capacity of the hall is designed for 35-40 people.

Bar and terrace "Lounge 8", which is located on the eighth floor, the maximum capacity is 80 seats. This place has the most interesting cultural and leisure activities. Previously, theme parties with various names were held here, such as: Dashing 90s, Beer, Girls and Rock and Roll, Pacific Therapy (medical), Oriental Tale. All the staff of the bar had an appropriate appearance (costumes, make-up, hairstyle, etc.), the appropriate music sounded in the given theme of the event from DJ Yura.

The entrance for the guests of the bar was paid, but the price included some kind of cocktail or some other complement from the institution, the evening was also accompanied by invited presenters, various competitions were held. These parties were very popular among guests and residents of our city, the profit was much higher than during the normal operation of the bar. But over time, the hotel management stopped holding such events and at the moment there are no theme parties.

Also, every year, in mid-May, the Terrace opens. To celebrate the event, there is a party and a complimentary Chef's BBQ tasting.

For the newlyweds and their guests, wedding receptions are held at the hotel. The buffet includes: two types of canapes, fruit platter, champagne, soft drinks. While the guests are relaxing, the newlyweds can take pictures at the hotel.

In the process of passing the undergraduate practice and observing the work of the staff, we learned that in this enterprise, cultural and leisure activities are mainly held. New Year's children's parties are also held with the participation of animators, but on the condition that the organization and hiring of animators is handled by the customer himself.

In order to understand what age category we should focus on when developing an animation program, we conducted a survey among residents and guests of the city, as well as people living in the Pacific Plaza Sakhalin hotel company. We offered to take part 150 people, of which 100 people agreed.

We were asked the following questions:

) Do you know any hotel companies in the city of Yuzhno-Sakhalinsk that offer animation programs to guests?

% of respondents answered positively. 97% of the participants surveyed gave a negative answer.

) If the Pacific Plaza Sakhalin hotel company offered animation programs to guests, would you go for it?

% of the people we interviewed answered positively. 32% of the respondents said it was possible and 21% of the survey participants gave a negative answer.

% answered - for children;

% - for adults;

% - for teenagers.

Based on the data obtained, we found out that in this hotel enterprise it would be most expedient to develop an animation program for children.

After analyzing the animation activities of the Pacific Plaza Sakhalin hotel complex, we can conclude that the hotel managers pay little attention to organizing leisure activities for guests and the population of the city. Indeed, for fruitful work, there is a good material and technical base, a sufficiently spacious area for such events, and most importantly, young, energetic and creative workers.

Chapter 3

.1 Animation program concept for CJSC Pacific

animation service hotel service

Most domestic accommodation facilities, in particular, and many hotels, do not meet international standards. True, in recent years, the hotel services market has been developing quite actively. The hotel complex largely determines the way of life - as long as the journey continues, as long as the guest lives in a hotel room.

The Pacific Plaza Sakhalin Hotel occupies a stable position in the market of the hotel services provided by the city of Yuzhno-Sakhalinsk, but the organization of leisure activities is poorly developed here. The policy of the hotel is mainly aimed at providing services for the accommodation of guests, catering and conferences.

Any guest who checks into a hotel expects a calm and moderate rest from the presented accommodation. And one of the main tasks facing the hotel management is to live up to these expectations. Therefore, everything that is done at the hotel is aimed at organizing the most comfortable conditions for relaxation, creating an atmosphere of abundance, celebration, in general, all those prerequisites under which the guest would want to return to this particular hotel again and again. The implementation of these tasks is carried out by all services of the hotel. From all together and each individually depends on the mood of the guest, the feeling of pleasure and a good impression of the holiday.

Therefore, it is important to train hotel staff, in addition to professional knowledge, skills and abilities, managers must definitely pay attention to such qualities as tact, friendliness, delicacy, sociability, the ability to listen carefully and promptly respond to the difficulties and problems that the guest has encountered, so that he feels the most precious and desirable. One of the components that creates the psychological atmosphere of a good holiday is a friendly attitude towards guests and an indispensable, sincere smile on the faces serving people.

Since the Pacific Plaza Sakhalin hotel complex is mainly aimed at the business segment, for guests who mainly use the hotel's business services (organization of conferences, presentations, etc.), cultural and leisure events are almost not held here.

The hotel has a good material and technical base and a sufficient number of opportunities for animation activities. Therefore, it is necessary to develop leisure activities to increase competitiveness and increase profits. Considering the animation service in hotels, we can conclude that in the modern world, in the conditions of fierce competition in the tourist services market, it is impossible to imagine a hotel complex without organizing animation activities in it.

We will formulate proposals for improving animation activities at the Pacific Plaza Sakhalin Hotel. In this case, the organization in the restaurant "Aromas" of the entertainment program "School of Magicians" with the participation of animators for children, as well as the introduction of the position of a manager for the organization of animation events.

At the initial stage, for the implementation of the animation program, you can use the services of various agencies and organizations of our city. For example, to conclude a contract for the provision of services with an agency for organizing holidays.

The animation program is based on educational games, where children can do artistic clay modeling, and then paint their creation with gouache, as well as watch and participate in a humorous puppet show. Various thematic competitions and quizzes are held, where children can express themselves in many ways. While the children are having fun, the attention of parents is provided with funny dramatizations, practical jokes, original parodies of famous TV shows. At the end of the entertainment program, guests (children and their parents) are invited to taste the buffet from the chefs of the restaurant.

Let's consider the option of organizing the animation program "School of Wizards" with the help of an agency that is directly involved in holding such events. In this case, this is the Creative Association "Ministry of Holidays".

Today, dancers, vocalists, DJs, show program artists, children's animators and many others work with the Creative Association "Ministry of Holidays". This team of professionals organizes various activities for children and adults. The range of services, in addition to the artists, includes: decoration of the halls, musical and lighting design, etc. The conclusion of a cooperation agreement between the hotel enterprise CJSC Pacific and the Creative Association "Ministry of Holidays" can positively affect the further development of the activities of this hotel enterprise.

In the course of cooperation with this organization, one of the variants of the animation program "School of Magicians" was developed, which is presented in Table 3.1.

Table 3.1 Animation program "School of Magicians" in the restaurant "Aromas" (1 day):

To draw up a plan for the animation program "School of Magicians", the "Ministry of Holidays" first of all takes into account the age of the children. After all, some programs are designed for a certain age. But any of these programs can be adapted to the age of the child. Professional animators cope with this without problems.

General requirements that should apply to a potential applicant for the position of an animation organization manager:

the ability to create a family atmosphere, an atmosphere of joy and friendship;

friendliness and smile;

ability to communicate with any guest;

knowledge of all ways of leisure;

good education, honesty, discipline, reliability, talent;

ability to work in a team;

work should be enjoyable;

under 30 years of age (single or unmarried);

without bad habbits;

mental and physical health, absence of chronic diseases.

The range of tasks of the animation event manager includes:

contact with guests and with all services of the hotel;

participation in evening entertainment, if necessary;

search and hiring of decorators, make-up artists, dressers;

development of events (scenarios, technology of implementation);

creation and implementation of animation programs;

individual or group recreation programs that will fully satisfy the needs of the consumer;

To implement an effective animation activity, three components are needed:

) material and technical base for recreational activities;

) the concept of hotel animation activities with the application of standard animation programs and methods for their adaptation to real groups and personalities;

) talented animators who are able to bring this concept and these programs, techniques to life.

Central in this trio should be the animation manager, who manages the staff of talented animators and indirectly manages (through the technical director) the maintenance personnel of technical animation facilities and equipment, as well as employees of other services, one way or another involved in the animation service for guests. Scheme 3.1 considers the elements of the managerial activity of an animation event manager.

Diagram 3.1 Components of an effective hotel animation activity

Today, an animation service worker - an animator - is a person who organizes the leisure of guests. Animation is one of the effective means to attract guests to the hotel. It also affects the positive assessment of the hotel as a whole. These are a kind of additional services to the guest, the purpose of which is to awaken positive emotions in them, to feel satisfaction from the rest and the desire to come to this hotel again.

Thus, the creation of the position of an animation event manager will have a positive impact on the entire activity of Pacific Plaza Sakhalin. In the course of successful and fruitful work, the income, competitiveness, interest and prestige of the complex will increase. The hotel will reach a new level of hotel services in Yuzhno-Sakhalinsk.

3.2 Financial cost and profitability of the proposed animation program

Animation events manager will undoubtedly have an impact on the efficiency of the enterprise:

the company will improve its image by demonstrating an active position in the provision of entertainment services;

increase in profit;

strengthening stability in the market for the provision of hotel services;

increasing competitiveness;

attracting new consumers.

Let's calculate the costs of implementing the position of a manager for organizing animation events (Table 3.2).

Table 3.2 Costs for the implementation of the position of manager for the organization of animation events

As can be seen from Table 3.2, the planned costs associated with the activities of the manager at the enterprise amount to 59.9 thousand rubles. per month or 718.8 thousand rubles. in year.

An approximate calculation of the revenue that an enterprise can receive as a result of the introduction of a manager position is presented in table 3.3.

Table 3.3 Approximate calculation of revenue and net profit from the proposed activity

Thus, as follows from Table 3.3, the profit from sales will be 121.2 thousand rubles, and the amount of net profit that the hotel will be able to receive from the activities of the manager in the forecast year will be 94.8 thousand rubles.

Table 3.4 traces the expected dynamics of changes in the results of activities before and after the implementation of the proposed activity.

Table 3.4 Estimated dynamics of performance results before and after the event

Thus, the data in Table 3.4 show that when implementing the proposed measure to introduce the position of a manager for organizing animation events in a hotel, the revenue of Pacific CJSC will increase by 840 thousand rubles. or by 1.66% and will amount to 50362 thousand rubles. Profit from sales will increase by 121.2 thousand rubles. or 0.7%. As a result, with an increase in cost, net profit will increase by 94.8 thousand rubles. and will amount to 4939.8 thousand rubles.

The following calculation is aimed at the costs associated with the animation program "School of Magicians" on the territory of the restaurant "Aromas" in the hotel "Pacific Plaza Sakhalin" with the participation of the creative association "Ministry of Holidays". This event will take place only once a week on Saturdays from 10:00 to 18:00. The number of guests is limited, adults - 40-50 people, children - 25-30 people. Orders are made in advance by phone. Entrance ticket: adult - 750 rubles, children - 500 rubles.

Table 3.5 presents the expected costs for the services of the creative association "Ministry of Holidays" for the animation program "School of Magicians" in the restaurant "Aromas".

Table 3.5 Costs for the services of the creative association "Ministry of Holidays"

As can be seen from Table 3.5, the planned costs associated with the costs of the services of the creative association "Ministry of Holidays" amount to 77.0 thousand rubles. per month or 924.0 thousand rubles. in year.

Table 3.6 shows additional costs for organizing the animation program "School of Magicians" in the restaurant "Aromas".

Table 3.6 Additional costs for the organization of the animation program "School of Magicians" in the restaurant "Aromas"

As can be seen from the data in tables 3.5 and 3.6, the planned costs associated with the implementation of the animation program "School of Magicians" at the enterprise amount to 154.92 thousand rubles. per month or 1859.04 thousand rubles. in year.

An approximate calculation of the revenue that an enterprise can receive as a result of the animation program "School of Magicians" is presented in table 3.7.

Table 3.7 Estimated calculation of revenue and net profit from the proposed activity

Thus, as follows from Table 3.7, the profit from sales will be 660.96 thousand rubles, and the amount of net profit that the hotel will be able to receive from the animation program "School of Magicians" in the forecast year will be 528.72 thousand rubles.

Table 3.8 traces the expected dynamics of changes in the results of activities before and after the implementation of the proposed activity.

Table 3.8 Estimated dynamics of performance before and after the event

Thus, the data in Table 3.8 show that when implementing the proposed measure to conduct the animation program "School of Magicians" in the hotel, the revenue of CJSC "Pacific" will increase by 2520 thousand rubles. or by 5.1% and will amount to 52042 thousand rubles. Profit from sales will increase by 660.96 thousand rubles. or 3.9%. As a result, with an increase in cost, net profit will increase by 528.72 thousand rubles. and will amount to 5373.72 thousand rubles.

Thus, the implementation of the animation program "School of Magicians" will create a positive impact on the financial position of the enterprise, and, consequently, on the entire activity of CJSC "Pacific".

Table 3.9 summarizes the economic impact of the two activities.

Table 3.9 Summary table after the implementation of two activities

Thus, according to Table 3.9, we can conclude that after the implementation of the proposed measures, the main economic indicators will improve. Revenue will increase by 3360 thousand rubles, profit from sales - by 782.16 thousand rubles, and net profit - by 623.52 thousand rubles.

Thus, the implementation of the proposed measures, in our opinion, will be appropriate and effective for the enterprise under study.

Conclusion

In the modern world, in the conditions of fierce competition in the market of tourist services, it is impossible to imagine a hotel complex without organizing animation activities in it.

According to experts, at present, the inclusion of animation programs of a cultural, educational, sports, tourist, and entertainment nature in the content of the work of hotels increases their prestige and demand in the hotel services market.

Animation activities in hotels are of great importance in creating a favorable psychological climate in the hotel, thereby creating the prerequisites for the re-arrival of guests, which significantly increases the image and income of the hotel.

Creating a tourism industry in our country, trying to adequately enter the international market of tourism services, it is necessary to reconstruct the existing ones, build new modern restaurant enterprises that can compete with the best hotels and restaurants in the world, gain authority and popularity.

According to the apt expression of G. Page, hospitality is the very first and most important thing for a person. Hospitality is a philosophy of behavior, but the industry is already a service for a fee. The hospitality industry, according to D. Webster, is a business area consisting of such types of services that are based on the principles of hospitality, characterized by generosity and friendliness towards guests.

The service must be built not only on the principle of demand (what the guest wants), but also on the principle of supply (the hotel offers new services that it can provide, and the guest chooses).

In this thesis work, a new emerging direction of cultural and leisure activities was considered - hotel animation.

Animation is a kind of service, the purpose of which is to improve the quality of service (not only in hotels, but also in restaurants), and it is also a kind of advertising, re-attracting guests, also pursuing the goal of promoting a tourist product on the market to increase the profitability of the tourist business. Animators from the very first day involve guests in the life of the hotel, very quickly become real friends for tourists, with whom they spend almost all their free time. Attentive attitude, the ability to find a common language, cheerfulness and activity - these are the qualities inherent in all employees of animation teams. The animation program is aimed at meeting the specific tourist needs in terms of movement, culture, creativity, communication, and entertainment.

Recently, the requirements for the quality of services and services have increased dramatically, not all domestic hotels meet the requirements of the European level. All this emphasizes the relevance of this topic.

When studying the theoretical aspects of the formation of animation activities, it can be concluded that the organization of entertainment acts as an independent, relatively isolated link in the economic system, attracting significant material, financial, and labor resources. In this regard, the entertainment industry is characterized by specific technologies, management systems, performance results, labor organization, and personnel.

The Pacific Plaza Sakhalin Hotel works very stably, as it has been on the Sakhalin market for hotel services for a short time.

The hotel is very profitable. For four years, the hotel has been developing at a very fast pace, since the hotel, in addition to its basic services, offered and still offers additional services to residents and guests of the city, which in turn bring additional profit and influence its further development, which is very a positive factor in the development of the hotel services market.

After analyzing the animation activities of the Pacific Plaza Sakhalin hotel complex, we can conclude that the hotel managers pay little attention to organizing leisure activities for guests and the population of the city. But with the introduction of a new position - a manager for organizing animation activities and adding some entertainment events to the range of additional hotel services, it is possible to improve the activities of the hotel, as well as increase income and prestige.

In our opinion, with the implementation of the proposed measures, the main economic indicators will improve. Revenue will increase by 3360 thousand rubles, profit from sales - by 782.16 thousand rubles, and net profit - by 623.52 thousand rubles.

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