Tourist services. Analysis of the volume of sales of tourist and excursion services Volume of paid tourist services

travel agents for the implementation of a package tour to the consumer;

objects of the tourism industry for servicing tourists, paid as part of a package tour.

62. In the amount of paid tourism services includes services provided to tourists and day visitors by tourism industry facilities that are residents of the Russian economy.

63. Information on the volume of tourist services is provided by travel agents, as well as tour operators that directly sell package tours to consumers.

If a travel agent sells tours formed by a tour operator registered in another subject Russian Federation, then the cost report sold to the population travel agent must provide tours at the place of its activity.

64. Travel companies providing services in the field of domestic tourism include in the volume of paid tourist services the full cost of a package tour sold directly to the consumer, taking into account the services of third-party organizations included in it - objects of the tourism industry. In this case, the objects of the tourism industry do not show the indicated volumes of services provided to tourists in their report. The objects of the tourism industry include collective accommodation facilities, transport organizations, cultural institutions, sports facilities and other objects of interest to tourists and day visitors.

65. Tour operators providing services in the field of outbound tourism should take into account in the volume of paid tourist services the cost of services paid by Russian citizens (residents) or enterprises for trips of their employees and their family members abroad, minus the amounts transferred to foreign partners (non-residents) on payment for that part of the services that will be provided outside the Russian Federation (and in the case of transport services provided to a tourist by a non-resident, also within the territory of Russia).

If the travel agent sells a tour package in foreign countries on the basis of an agreement with the tour operator and does not have information about what part of the cost of the tour is related to the services provided to tourists foreign partners, then it is allowed to determine its share by settlement in consultation with the tour operator.

Objects of excursion interest (museums, exhibition halls, galleries, zoos and other similar organizations) report on the volume of excursion services, reflecting them in the line "Tourist services", only if these services were provided to visitors without the participation of tour agencies, travel agencies, etc. .P. These volumes are taken into account in the amount paid by visitors for the excursion, excluding the cost of entrance tickets, which should be reflected in the line "Services of cultural institutions". If the accounting policy applied in the organization does not allow keeping separate accounting of the cost of entrance tickets and the cost of excursion services, then the entire amount of fees from visitors and sightseers is reflected in the line "Services of cultural institutions".

The main purpose of the functioning of the tourism market is to maximize profits by attracting more and more tourists. All efforts of travel agencies, tour agents, as well as other employees directly or indirectly related to the production of tourist products, the provision of tour services, are interested in promoting Russian resort areas, attracting tourists to famous places to benefit from this. The quantification of the final level of consumption in tourism is defined as the cost tourism products(goods and services) used to directly meet the needs of a tourist or a sightseer.

This indicator is one of the key indicators in the analysis of the functioning of the tourism industry, it reflects the standard of living of foreign tourists, is an indirect indicator of the attractiveness of the region for tourists and reflects the development of the market in this region. Therefore, the extrapolation of this indicator is necessary for the complexity of the analysis of the tourism services market in order to adjust various measures and programs aimed at developing tourism. That is why it was chosen as the main indicator for modeling.

In order to proceed to modeling, it is necessary to analyze the original time series for the presence of a trend and seasonality. Figure 3 shows that there is a clear upward trend in the dynamics of the series. Secondly, the periodicity over the entire interval is approximately the same, so we can assume the presence of seasonality in this time series. Thirdly, the oscillation amplitude is approximately the same throughout the entire period. So this time series can be called additive rather than multiplicative.

It is also possible to confirm this with various tests and criteria. According to the ACF chart (Appendix 2), we can conclude that there is a trend component: since the correlations on the first lags are close to 1, and then decrease monotonically, in addition to this, not all autocorrelation values fell into the acceptable gray area - the area where the values are insignificant - therefore, the data does not have the properties of white noise (stationarity, randomness).

The FACF diagram (Appendix 2) also confirms the absence of signs of white noise - too many values are "outliers" - go beyond the gray area of \u200b\u200bthe allowable value. The presence of seasonality is evidenced by the fact that each 12 lag has correlation values higher than the rest, even though the indicator is decreasing.

On the periodogram chart (Appendix 2), you can see several features that are typical for a time series that has a trend component. Firstly, at 0 lag it is noticeable sudden jump up. Secondly, following the jump, the values begin to decrease. From the periodogram, you can also calculate the periodicity of the series, which is equal to the reciprocal of the frequency, and is 12.04, which is rounded up to 12 months.

Analytically, the assumption about the presence of a trend is checked using a nonparametric randomness test (Wald-Wolfowitz test). The purpose of this test is to determine the presence of a systematic component in the time series. According to the test results, at any level of significance, the hypothesis of the randomness of the time series of the volume of paid tourist services is rejected (observed value = -7.51; critical value (5%) = 1.96), therefore, it can be argued that there is a trend in this series ( systematic) component.

To build some time series models, it is required that they satisfy stationarity conditions. A stationary time series is one in which the mean and variance are constant over the entire time interval. To test the stationarity of the time series of the volume of paid tourist services, the Dickey-Fuller test (Appendix 7) was used, the test values of which are illustrated in Table 2.

Table 2 Results of the extended Dickey-Fuller test for checking the stationarity of a series of paid tourist services in Russia, 2005-2015

It follows from the table that when checking the initial series, the null hypothesis of the non-stationarity of the series is not rejected (the observed value is less than the critical value in modulus). When taking the first difference, the situation changes: the null hypothesis is rejected, so that the original time series has an integration order of 1, that is, it becomes stationary after taking the first difference.

website– “In 2017, the volume of paid tourist services is estimated to be at least 661.0 million rubles. The number of citizens of the Russian Federation placed in collective accommodation facilities will be estimated at 196.0 thousand people, foreign citizens- 6.1 thousand people, ”summarizes the activities of the Ministry for Entrepreneurship and Tourism Development of Yakutia.

According to preliminary data for the period from January to October 2017, the volume of paid tourist services provided, taking into account small businesses, amounted to 503.1 million rubles, which is 12% more in current prices compared to the same period last year.

In the structure of the volume of paid services, tourist services account for 0.8%. Per capita, the volume of paid tourist services amounted to 521.3 rubles, which in turn is higher by 18 rubles than the previous year.

In January-October 2017, the volume of hotel services provided, taking into account small businesses, amounted to 826.5 million rubles, which in current prices compared to the same period last year showed an increase in the volume of services provided by 8%. This increase reflects the quantitative (number of people accommodated) and qualitative (cost of services) growth in the services provided.

Per capita, the volume of hotel services provided amounted to 856.4 rubles per capita. In the structure of the volume of paid services, hotel services account for 1.2%, the ministry cites statistics, the press service of the Head and Government of the Republic of Sakha (Yakutia) reports.

Tourist service - a set of purposeful actions in the service sector that are focused on providing and satisfying the needs of a tourist or a sightseer that meet the goals of tourism, the nature and direction of a tourist service, tour, tourist product, and do not contradict the universal principles of morality and good order.

Tourist service - the result of the activities of an organization (tourist enterprise) or individual entrepreneur to meet the relevant needs of tourists in the organization and implementation of the tour and its individual components. The work of a travel company may consist in organizing both the entire trip and certain types services.

Like any other service, a tourist service is characterized by the following properties: intangibility, inseparability from the source and object of the service, variability in quality, perishability, etc.

Intangibility is manifested in the fact that the tourist service cannot be tasted, touched, it cannot be seen and heard until it is directly provided. Before the tourist arrives at the place of rest, he only has a description of the route and related documents for its implementation. He gets rest and impression from it only at the moment of being at the tourist site and in the process of interaction with environment. The travel agent cannot showcase his "product" during the sale, which is the difficulty of his job.

To reduce the uncertainty generated by the intangibility of tourism services, the client, before applying for them, is looking for something tangible, at least to some extent indicating the quality of these services. A travel agent in this situation needs to clearly illustrate the beauty of resorts and places of recreation and tourism. The most effective effect on the consumer is viewing colorful booklets and video materials, where you can see the "product" and make sure of the reality of their quality.

Inseparability from the source and object of the service is manifested in the fact that, firstly, the provision of a tourist service requires, as a rule, the presence of the one who provides it, or the one to whom it is provided. Secondly, the provision of tourist services is always tied to the place of travel, i.e. to a particular geographic area or territory. Thirdly, consumers act, as it were, as part of the service being sold, creating a climate, an atmosphere for using the service. For example, the presence of a noisy young company in a quiet recreational boarding house among people involved in treatment will certainly disrupt the prevailing atmosphere of calm and tranquility. At the same time, the activity and energy of young people will organically complement and maintain the sports and recreational atmosphere of the ski resort. Therefore, a travel agent must take into account the psychological mood of customers and its comparability with the atmosphere of the place of stay. Fourthly, not only travel agency employees, but also customers should know mandatory conditions under which the service can be provided. So, there may be misunderstandings with tourists who do not know that they have to pay for additional services to the local tour operator, for example, for transport services. Responsibility for this kind of situation lies with the tour operator who arranged the trip and negotiated with customers. He is obliged to notify consumers about this feature of the tourist service. Thus, the principle of inseparability implies that managers must manage not only their clients, but also the employees of the organization.

The volatility of quality, the variability of tourist services is manifested in the fact that their quality depends on who provides them and under what conditions. There are several reasons for this variability. Firstly, services of this kind are provided and received simultaneously or with a short period of time, which limits the possibility of their control. Secondly, the temporary instability of demand makes it problematic to maintain the quality of service during periods of increased demand. Thirdly, the "human factor" has a huge impact: a lot depends on the manner of behavior, attentiveness and friendliness of the travel agency employee; the same worker can serve a tourist well today and badly tomorrow due to personal troubles or poor health.

Seasonality - the dependence of the volume of tourist services on natural and climatic conditions. When solving the problem of management in tourism, uncertainty and variability must be taken into account. external environment in which the tourist service is provided. Climatic and weather factors are among the most decisive in creating the value and attractiveness of the service for the tourist. Therefore, the errors of meteorologists often have Negative consequences for travel agencies, as tourists who are disappointed due to weather conditions refuse further cooperation.

Perishability is manifested in the fact that tourist services cannot be stored. Rest takes place during the period that is paid, and at the resort where the ticket was paid. Therefore, you can use this service only in a given period of time and at a given resort. In addition, depending on the object to which the tourist service is attached, its cost and equipment can vary significantly depending on the period of time.

The variety of tourist services is determined by the fact that tourists make trips for different purposes, have different requirements for tourist services, and are ready and able to pay different prices for tourist services. Each category of tourists corresponds to a certain segment of the tourist market. The picture becomes even more complicated if we take into account such special categories of vacationers as patients of mountain sanatoriums and specialized clinics or students of educational institutions. Further segmentation of the market is determined by the country of residence of the tourist. Producers of tourist services are guided by very specific categories of tourists. They are well aware of their needs, and the satisfaction of these needs brings them income.

The completeness of the tourist service is due to the fact that for the tourist it consists of a set of services (both tangible and intangible), which are a specific tourist product. These individual tourist services are complementary.

The non-primary nature of the tourist service is due to the fact that the tourist product has not become a commodity of prime necessity and is unlikely to become one in the near future, although in modern world The importance of tourism as a means of recuperation and health is enormous. In addition, the purchasing power of the population, political events and environmental phenomena affect tourism services more than other paid services.

The uniqueness of the tourist service means that it is not possible to repeat it in all aspects. Even two tours on the same route at the same cost, organized by the same travel agency, often take place in different ways (due to different composition vacationers, different conditions vehicle, weather conditions, social and political events in the host country, etc.).

The territorial separation of the consumption of tourist services offered by tourism enterprises is manifested in the following: tourists receive initial services (information about a tourist site, purchase of a voucher, ticket, etc.) in places permanent residence, other services - on the way to tourist sites ( transport services, meals), others - at the location of tourist facilities (accommodation in a hotel, meals, excursion services, etc.). Only their totality determines the full satisfaction of tourist needs.

The elasticity of demand for tourism services is extremely high: a change in the structure or level of consumption of tourism services can occur under the influence of price and non-price factors. In other words, the demand for tourism services is characterized by the relative sensitivity of consumers to price changes: small price changes lead to large changes in the volume of tourism services consumed. This means that with a decrease in the level of cash income, the population will begin to reduce their needs, gradually excluding the least important ones, and first of all, there is no need for tourist services, since the tourist product is not considered a commodity of prime necessity and the factors determining its demand are the income level of the subject and prices. offered services.

The dependence of tourist services on the contractor is manifested in the fact that the totality useful properties tourist product is the result of close interaction between the elements of the material base of tourism and personnel. A high level of service, comfort, design of tourist equipment and equipment does not yet mean the proper quality of a tourist product, provided for by the terms of the service agreement. A tourist can receive a full range of services only with the appropriate actions of the service personnel (executor).

The quality of tourist services is determined by the level of service, the professionalism of employees, largely depends on his personal interest and attention to the client. Errors and oversights of personnel, dishonest attitude to the performance of their duties, failure to perform or improper performance services can spoil the impression of the tour, lead to irreversible consequences for the travel agency (loss of clientele).

As a rule, tourist services include complex trips - service packages (tours), accommodation services, meals, transport services, cultural, sports, recreational, sightseeing, etc., including special services.

A package of services (tour package) is a tourist product produced by a tour operator, consisting of a certain set of services: transportation, accommodation, meals, excursions, etc. The package of services on the tour is formed depending on the purpose of the trip and the needs of tourists according to the type of tourist recreation they have chosen.

When forming a tour and its package, there are two options for working with tourists: the implementation of custom tours and the implementation of inclusive tours.

When selling custom tours, the formation of the program and the acquisition of the composition of services are carried out at will and with the direct participation of the tourist. He is offered a choice of different service options for each type of service in the place of rest he offers:

Accommodation - different in terms of level, type and location of the hotel;

Meals - different options (full or half board, or no meals at all), buffet or "a la carte" with service, etc.

Excursions, leisure and entertainment services to choose from;

Transport services - options for air travel, rail travel, car rental, etc.

Sports and resort services - the use of such programs to choose from;

Visa services, as well as insurance services (if necessary), etc.

The services chosen by the tourist are formed into the tour program, the price that the tourist pays when purchasing the tour package (trip package) is calculated. Typically, such orders are formed in agencies and then come to the tour operator for implementation.

Inclusive tour - a tour with a rigid, pre-planned (before the contract with the client) set of services, focused on a certain type of recreation or tourism, as well as on the social class of tourists and their age. The peculiarities of preparing and conducting such a tour (a single program for all, strictly linked to the timing and schedule of the trip) do not allow making it custom-made. Inclusive tours are organized and offered on popular routes to well-known tourism and leisure destinations that are in steady demand. The composition of services on an inclusive tour does not change during implementation.

Most of the cost of inclusive tours is usually the payment for transport and accommodation, the smaller part is the payment for meals. The cost of other services, including excursions, is a small share of the total cost.

Factors affecting the organization of the tour package:

Availability of demand for this trip;

Availability of facilities, infrastructure and services;

Relationships with airlines and other transport companies;

The relationship between the country of dispatch and the country of destination;

Relationships with partner tourism organizations (service providers);

The level of tourism development in the country of destination;

Political stability in the country of destination.

Tourist services of intangible nature include services of tourist and excursion establishments; transport services; services of sanatorium-resort establishments; health services; educational services; services public organizations; public administration services.

Tourist services of a material nature include non-passenger transport services; blanks; trade services; housing and communal services; domestic services.

Satisfying the needs and demand for tourism implies the presence of a variety of tourism services. These services may be fully consumable (food and drink) or partially consumable (hotel accommodation services).

The services provided by the travel agency are divided into main and auxiliary:

The main ones include:

Choice of type of tourism and tour route (recreation places);

Clarification of the number of days of the tour;

Hotel selection (its criteria, location);

Catering;

Transfer choice;

Organization of cultural program;

Clarification of the price of the tour taking into account the system of discounts.

Auxiliary (additional) include:

Visa support (issuance of visas for tourists);

Accompanying (optional) tourists;

Registration of travel documents and luggage;

Delivery of tourists to the transfer and back upon arrival;

Travel and luggage insurance, etc.

According to the purpose of travel, tourist services are divided into:

For targeted tourism services (tourist services that are specific to this particular place, the consumption of which is the purpose of the trip);

Infrastructure services (services of the infrastructure complex, necessary for the life support of the population and widespread).

According to the role in the structure of tourist consumption, there are:

Basic tourist services;

Additional tourist services;

Accompanying services.

Basic tourist services - target services included in the tour, i.e. services that are purchased in a package that guarantees their mandatory consumption at the holiday destination.

The travel package includes four mandatory elements:

Tourist center (a place of rest for a tourist, including all its recreational opportunities: natural, ecological, cultural-historical, socio-demographic, infrastructural, ethnic);

Transport (means of transportation with which you can get to the tourist center);

Accommodation services (a specific hotel that is offered to the tourist in the tourist center for the duration of the trip).

Transfer (any transportation of a tourist within the boundaries of the tourist center).

Additional tourist services - targeted and infrastructure services that can be obtained for an additional fee, not included in the tour price, but specific to a given tourist center.

The composition of additional tourist services includes excursions, hiking and travel, as a kind of service.

Excursion - a tourist service that ensures the satisfaction of the spiritual, aesthetic, informational and other cognitive needs of a tourist or a sightseer.

Related services - services of the local infrastructure complex, which are also used by tourists.

Tourist services represent a large segment of the service sector, ensuring the satisfaction of people's needs and the implementation of their activities in their free time: recreation, entertainment, travel.

tourist service is the result of the activities of a tourism enterprise to meet the needs of tourists. Service itself is an invisible commodity of a special kind. The service arises in the process of its consumption and does not exist separately, by itself. This is the main difference between a service and a product. The good is usually delivered to the consumer, and in relation to the tourism service, the consumer is delivered to the place of its generation.

Tourist services can be divided into:

main tourist services are regulated by a contract for tourist services and a voucher. These services typically include: accommodation, food, transport services, including transfer, excursion services, tourist center.

tourist center- a place of rest for a tourist, including all his recreational opportunities:

natural, cultural-historical, ecological, ethnic, socio-demographic, infrastructural.

Transport- means of transportation with which you can get to the tourist center. The most widely used means of transportation is without a doubt the aircraft.

Accommodation services- this is specific hotel, which is offered to the tourist in the tourist center for the duration of the trip.

additional (target and infrastructure services not included in the tour price and purchased for an additional fee). Additional services may be offered at the time of purchase of the tour and will be included in the cost of the tour, or may be offered during the tour and paid by the tourist himself

Services of public catering organizations (bar, restaurant, cafe, buffet, beer bar);

Shops (souvenir, grocery), vending machines;

Entertainment infrastructure (disco, casino, nightclub, slot machine hall, billiard room);

Excursion service, services of guides-translators;

Organization of sale of tickets to theaters, circus, concerts, etc.;

Transport services (booking tickets for all types of transport, ordering vehicles at the request of guests, calling a taxi, car rental);

Purchase and delivery of flowers;

Household services (repair and cleaning of shoes; repair and ironing of clothes; dry cleaning and laundry services; storage of things and valuables; unloading, loading and delivery of luggage to the room; rental of cultural and household items - TVs, dishes, sports equipment, etc.; repair watches, household appliances, radio equipment; hairdressing, manicure and massage rooms and other household services);

Beauty salon services;

Sauna, bath, swimming pools, gym;

Rent of negotiation halls, conference hall;

Business center services;

Transport services- one of the main types of services in tourism. They account for the main share in the price structure of the tour. Depending on the duration and distance of travel, this share (in most cases) ranges from 40 to 60%

The main share in the overall structure of transport services belongs to aviation transport. The largest number of tourists, especially those traveling long distances, use aviation services. Aviation companies, having international booking and reservation networks, pay travel agencies a certain amount for each seat booked on the plane, thereby motivating them to choose air travel.

Transportation services and other transport services are present in various components of the tourism product. Transportation from the place of departure to the place of destination and transfer – transportation of tourists to the destination, transport services on the spot.

Tourist transport travel is implemented by several types of transport: rail and road; aviation and automobile; water, etc. The most mobile modes of transport are buses and cars. They are used both on an independent route and as an auxiliary (transfer) transport for the delivery of tourists from airports or train stations to the hotel and back.

Automobile transport can rightfully be called a transport of general use, since it is used everywhere: from transfers and excursions, inside shuttle bus services to car rental by tourists for personal use on vacation. Buses and cars transport of local and intra-regional significance. Bus sightseeing and educational tours with visits to several cities and places of interest are especially popular. It is convenient for tourists that they can travel along the route and within the city on their own transport.

The main competitor of buses in group transportation is Railway. Within our country, it has some priority over air transportation (on group domestic routes). The advantage of rail transport is also lower tariffs and (in foreign countries) an extensive system of discounts, travel tickets, etc., allowing you to travel over much more low prices. However, neither bus nor rail transport competes with aviation over long distances.

Water transport, river and sea By themselves, they already evoke the image of a tourist-cruise service and are used quite actively in tourism. Water travel has a number of both advantages and disadvantages compared to other modes of transport. The most significant advantages are a high level of comfort, a large volume of one-time loading, the possibility of implementing various types and purposes of tourism (cognitive, business tourism, educational, shop tourism, etc.), good rest, a full range of life support. The main disadvantages are the low speed of movement of vehicles, high tariffs, limited mobility, and often the susceptibility of some people to "seasickness" on sea cruises.

Transport contributes to the development of regions, helps to increase the prestige of the country

Vehicle classification. In accordance with the Recommendations on Tourism Statistics developed by UNWTO, the following classification of means of transport is proposed:

Air transport: scheduled flights; non-scheduled flights; other air transportation.

Water transport: passenger lines and ferries; cruises; other types.

Land transport: rail transport; intercity and city buses; other road transport; private cars for up to eight people; rental of vehicles.

International vehicle classification:

Air Transport:

Regular flights of national and foreign airlines;

Charter flights of national and foreign airlines;

Other flights: private jets, air taxis, other aircraft.

Water transport:

Commercial sea and river vessels: passenger lines, ferries, cruise ships.

Yachts, warships with a courtesy visit.

Ground transport: