Services “All-inclusive” and “Ultra-all-inclusive” in the Russian tourism and hospitality industry

One of the factors in the development of domestic tourism in the Russian Federation today is the introduction of services provided under the “All Inclusive” system into the activities of hospitality industry enterprises. Based on an analysis of foreign scientific works, the article presents the main stages in the development of the All-Inclusive hotel service system, as well as the problems associated with its implementation and application in the global hotel business. Russian tourists, who have been actively traveling abroad since the 1990s, have come to love service based on this principle, which is reflected in their consumer preferences. When vacationing in Russian resort and country hotels, tourists often compare the service with foreign enterprises in the hospitality industry, expecting to receive services of a similar volume and level. After the COVID-19 pandemic, domestic tourism began to actively develop in Russia. In order to improve the quality of service, Russian hotel enterprises are introducing international standards and principles into their activities, including the All-Inclusive system. However, each business interprets system characteristics differently, which creates a number of problems, including unmet expectations and customer disappointment. The article discusses the main provisions of the national standard regulating services in Russia under the “All Inclusive” and “Ultra All Inclusive” systems. The results of a survey of representatives of the hotel business on their application of the norms of the national standard in the provision of services to consumers are presented.