Evgenia G. Radygina

Studying loyalty of the consumers is an important part to activity of any enterprise, which allows reaching the significant economic factors. The modern state of business of the hotel services indicates that economic mechanisms are not enough for shaping loyalty. Shaping loyalty of consumers to the hotel services is a difficult problem. Hotels leaders have to analyze needs of consumers, other hotel enterprises and use mechanisms of service “personalization”.

Services in tourism and hospitality are closely connected with providing comfortable conditions of guest’s stay,which include information, household, esthetic, ecological, financial and legal aspects. Complex of comfortable conditions is inseparably linked with safety of guest’s stay, where ensuring medical safety is important. Medical safety is understood as a condition of security of life and health of a guest from different medical threats. Ensuring medical safety in modern conditions is connected not only with maintenance of health of the guest during stay in means of placement, but also with different elimination of threats of medical character, and also providing the conditions directed on maintenance of guest’s health and service personnel.

Creation of the barrier-free environment for persons with limited opportunities plays an important role in involvement of guests and can become serious competitive advantage of the hotel enterprise. The organization of service of guests with limited opportunities assumes creation of the corresponding hotel infrastructure, which is based on the principles of universal design. Observance of these principles found reflection in standard and legal documents and the recommendations reflected in article.