graduate student
VAK Russia 5.2.3
VAK Russia 5.2.4
VAK Russia 5.2.5
VAK Russia 5.2.6
VAK Russia 5.2.7
UDC 364.01
This article examines the problem of the formation and systematization of tools for structuring inclusive services in the modern hospitality industry. The relevance of the study is due to the need to transform the business models of hotels and restaurants towards ensuring equal access for all categories of consumers, including people with disabilities and representatives of low-mobility groups of the population. The authors analyzed the existing approaches to the organization of an inclusive space and service, identifying the main barriers to their implementation. The paper offers an author's toolkit that combines technical, technological, organizational and regulatory elements. A model of an "Inclusive service Loop" is proposed, adapted for the HoReCa (hotel and restaurant business) sector, describing points of contact with special guests at all stages of service. The results of the study allow hospitality enterprises not only to fulfill their social mission, but also to increase their economic efficiency by developing new market segments. The study highlights that the structuring of inclusive services is systemic in nature and is based on the principles of universal design and customer orientation, which contributes o increasing the competitiveness of the national tourism product.
hospitality industry, inclusive services, universal design, service structuring, low mobility groups of the population, accessible environment, customer orientation, inclusive tourism
1. Federal'nyy zakon ot 24.11.1995 № 181-FZ «O social'noy zaschite invalidov v Rossiyskoy Federacii» (red. ot 28.12.2022) // Sobranie zakonodatel'stva RF. 1995. № 48. St. 4563.
2. GOST R 56819-2015. Turistskie uslugi. Sredstva razmescheniya. Obschie trebovaniya k uslugam turistskogo soprovozhdeniya dlya invalidov. M.: Standartinform, 2015. 12 s.
3. Vetitnev A.M., Strel'cova K.A. Kompetencii personala v sfere dostupnogo turizma: sovremennoe sostoyanie i perspektivy razvitiya // Servis v Rossii i za rubezhom. 2023. T. 17. № 2. S. 45-58. URL: https://elibrary.ru/item.asp?id=53847261 (data obrascheniya: 15.01.2025).
4. Glinskaya, O. S. Organizacionno-ekonomicheskiy mehanizm razvitiya inklyuzivnyh uslug v industrii gostepriimstva / O. S. Glinskaya, O. S. Gribovskaya // Ekonomika, pravo, analitika: sinergiya ustoychivogo razvitiya : Sbornik statey po itogam nauchno-prakticheskoy konferencii s mezhdunarodnym uchastiem, Volgograd, 12 fevralya 2026 goda. – Kursk: ZAO "Universitetskaya kniga", 2026. – S. 31-35. – EDN LSADSV.
5. Dolmatova A.A. Inklyuzivnyy podhod kak dvizhuschaya sila social'nogo dizayna / Kul'tura i civilizaciya. 2026. Tom 16. № 3A. S. 222-231. DOI:https://doi.org/10.34670/AR.2026.89.56.023
6. Egorova E.N., Sharafutdinov V.N. Dostupnaya turistskaya sreda kak faktor razvitiya vnutrennego turizma v Rossiyskoy Federacii // Vestnik Nacional'noy akademii turizma. 2024. № 1 (69). S. 23-31. URL: https://elibrary.ru/item.asp?id=56429873 (data obrascheniya: 15.01.2025).
7. Zharikov, G. N. Instrumenty finansirovaniya malogo turisticheskogo biznesa v Moskovskoy oblasti / G. N. Zharikov, O. V. Kaurova // Ustoychivoe razvitie i kooperaciya: sodeystvie vnedreniyu innovaciy : Sbornik trudov V Mezhdunarodnoy nauchno-prakticheskoy konferencii studentov, aspirantov i molodyh uchenyh, Mytischi, 14–15 aprelya 2025 goda. – Mytischi: Rossiyskiy universitet kooperacii, 2025. – S. 677-684. – EDN PNZRPC.
8. Zaharova, A. S. Inklyuzivnyy turizm kak perspektivnoe napravlenie industrii turizma i gostepriimstva / A. S. Zaharova // Torgovlya, servis, industriya pitaniya. – 2025. – T. 5, № 3. – S. 265-279. – EDN TCJBOM.
9. Kabanova, E. E. Sovremennoe sostoyanie inklyuzivnogo turizma v Rossiyskoy Federacii: upravlencheskiy aspekt / E. E. Kabanova // Vestnik Povolzhskogo instituta upravleniya. – 2025. – T. 25, № 2. – S. 42-54. – DOIhttps://doi.org/10.22394/1682-2358-2025-2-42-54. – EDN LOPKBE.
10. Kozyreva O.V. Normativno-pravovoe regulirovanie dostupnosti ob'ektov turistskoy industrii dlya malomobil'nyh grupp naseleniya // Turizm: pravo i ekonomika. 2023. № 4. S. 12-17.
11. Plugar', E. V. Formirovanie i realizaciya principov inklyuzivnogo gostepriimstva kak faktor ustoychivogo razvitiya territorii / E. V. Plugar', N. D. Stahno // Sovremennoe sostoyanie ekonomicheskih sistem: upravlenie, razvitie, bezopasnost' : Sbornik nauchnyh trudov IV Mezhdunarodnoy nauchno-prakticheskoy konferencii, Tver', 08–11 dekabrya 2023 goda. – Tver': Tverskoy gosudarstvennyy tehnicheskiy universitet, 2024. – S. 70-73. – EDN NYSHKU.
12. Rossiyskiy statisticheskiy ezhegodnik. 2024: stat. sb. / Rosstat. M., 2024. 703 s.
13. Fedulin A.A., Grishin V.M. Investicii v dostupnuyu sredu: opyt regionov Rossii // Regional'naya ekonomika: teoriya i praktika. 2024. T. 22. № 5. S. 892-908.
14. Steinfeld E., Maisel J. Universal Design. Designing Inclusive Environmental. New Jersey: Wil-ley&Sons, Inc., 2012. - 382 p.
