Hotel business what to rent out. Profession hotel service

The hotel business is an industry that is becoming more and more popular every year. A modern manager must combine various aspects, ranging from impeccable knowledge of the profession itself to reliable information about modern trends world market. It is worth noting that the competitiveness of an enterprise will depend on the manager.

Business built on good level service will certainly develop and expand. A hotel professional must embrace the various aspects of the hotel itself and put them together. Only an established system will allow you to make a profit and develop.

What you should pay attention to?

The profession of “hotel manager” requires constant development of one’s own personality and professional skills. The employee must be:

• open;
• sociable;
• moderately respectful and helpful;
• tolerant, etc.

This business does not tolerate negligence or laziness. The employee must “save face” regardless of his condition and the impact of any circumstances. Only this approach will allow you to achieve truly great results.

The hotel business cannot exist without a qualified manager who must constantly keep up with the times.

The 21st century brings a large number of changes to everyone’s life, and therefore it is not enough to own information; you need to learn how to manage it correctly.

The profession requires certain experience that would allow you to manage your employees as efficiently as possible. A manager must self-actualize, as this will affect his level of satisfaction and happiness. According to many recognized experts in this profession, adaptive quality - the ability to get used to rapidly changing conditions - will play a big role.

Of course, with this approach, the business will begin to develop, demonstrating high quality and attracting everything larger number clients. It's no wonder that the demand for hospitality-related professions is constantly growing. Everyone wants to find a job that will stimulate all-round personal development.

Advantages and disadvantages

Businesses built in the service sector have always been very popular. We must start with the fact that the staff is involved in the full maintenance of the hotel. Without it, it is impossible to imagine the normal functioning of the entire system:

• cleaning;
• accepting orders for different kinds delivery;
• purchases;
• dry cleaning;
• luggage transportation, etc.

Every little thing will leave a certain imprint on the business. Professions related to hotel service must monitor the work of staff, promptly responding to any changes. If necessary, valuable instructions are given, during which their implementation is analyzed in detail.

In addition, he puts his eloquence to work if there is a need to communicate with dissatisfied clients. All situations are unique, and therefore you need to be prepared for any set of circumstances. The management profession is also associated with constant communication with newcomers joining the staff. Your task is to select the best personnel and put them into the common cause, giving an introductory part.

A business that has an attentive manager will be much more effective, since he can quickly respond to changes in the team. Any conflicts and internal strife must be stopped at the inception stage.

Labor optimization is one of the priority areas activities that will improve existing business.

The main advantages include:

• Managerial position and experience gained. As practice shows, the acquired skills can strengthen any other business.
• High level of income. Professionals who know their job well may not receive tips as often, but the salary will be more than sufficient.
• Growth prospects. A specialist working in hotel services can qualify for a promotion after just a few years of work.

The main disadvantages include:

• Nervous work. It is worth noting that any hotel consists of large quantity workers, and each of them can give free rein to their emotions. We must not forget about the guests, who are not always distinguished by their upbringing. The manager’s task is to quickly solve the problem that has arisen, while controlling internal order. As practice shows, few people can withstand so much stress.
• Lack of work routine. The specifics of working in a hotel involve long hours and no days off. Even while on vacation, you can receive a call from your new employee who will not know how to act in the current situation. To prevent more big problems you need to give a detailed telephone consultation, and then consolidate everything in a personal meeting.

Does a maid need a higher education?

Of course, higher educational institutions do not produce certified specialists: bartenders, doormen, maids, etc. It's about about working specialties for which the level of secondary vocational education will be sufficient. Institutes “supply” the hotel industry with managers of a wide profile, who, if necessary, can be involved in various aspects of the activity.

Future specialists must understand one thing: the hotel and restaurant industry does not involve step-by-step training, obtaining a diploma and then searching for a job. IN in this case You must try to experience all the specifics of your future activity from the first year.

For students studying in this field, the opportunity to combine work and study will play a big role.

A successful career is being built long years, and therefore an early start is the key to early success. While other students will absorb tons of information that is not always applicable, you will begin to develop as a practitioner. By the time they graduate from university, many students already begin to occupy management positions.

Before choosing this direction of training, you need to think several times. Success in this area is achieved with great difficulty, since “hospitality” must simply settle in a person. For example, a waiter is a job that requires constant movement, and the amount of energy costs is comparable to the workload of a miner. To remain effective throughout the day, you need to be in good physical condition.

What difficulties might you encounter?

Every employee should forget about bad mood and share only positive things with your clients. Your inner experiences should not affect the result of your work. The work of an administrator includes many aspects, and therefore the level of responsibility is several times higher. Throughout the entire shift, you have to answer dozens, or even hundreds of questions. At the same time, you should not lose your composure when communicating with an “uncomfortable interlocutor.”

On days when your workload is full, you may need help from your colleagues; you need to be prepared for this. It would seem that there is nothing difficult about standing behind the counter and giving orders. But the result of the work of the entire hotel will depend on the correctness of the issued order. Each employee is part of a large mechanism that must be maintained in working order.

Not every student can properly combine work and study; they have to sacrifice something. Everyone chooses their own path, but achieving high positions is impossible without receiving a specialized education. When working in a prestigious institution, you need to be prepared for constantly increasing demands: appearance, knowledge foreign language etc.

Admission to a university deserves special attention, since studying will be quite expensive. Quantity budget places insignificantly, and the competition for a place varies from 7 to 20 people. Having chosen a university, you need to decide on your future specialty, since the specifics of the work will differ.
For example, an economist-manager and a manager-organizer perform different tasks. The specifics of the work of an economist are related to the development of strategy and the construction of pricing policies in changing market conditions. Organizers control the service process, ensuring order and efficiency of the team.

Who is a hotel service specialist? The same manager, administrator. In general, his responsibilities are the same as those of managers in restaurants or large shopping centers.

Demand

Payability

Competition

Entry barrier

Prospects

Story

The first mentions of hotels were found in manuscripts dating back to 1700 BC: the famous code of laws of the Babylonian king Hammurabi instructs tavern owners to denounce their guests. The functions of service personnel in ancient hotels were assumed by the owners of these establishments and members of their families. The wealthiest could afford to use the labor of slaves. Until slavery and serfdom were abolished, in all countries of the world, slaves and families of owners of inns, taverns, taverns, etc. worked in hotel services. Sometimes, on leadership positions(speaking modern language, “managers”), hired managers worked. After civilization began to abandon obvious slave labor, the hotel staff was filled with hired workers from among the most disadvantaged sections of the population. Today, working in hotels in large cities, among the same lower strata, is even considered prestigious.

Description, pros and cons

Hotel staff is responsible for the full maintenance of the hotel - cleaning rooms and other premises, taking orders and delivering food, shopping, helping with unloading/loading luggage, cooking, cleaning clothes and much more. A hotel service specialist monitors the work of staff, gives valuable instructions, monitors compliance with internal rules and sanitary and hygienic standards, listens to particularly dissatisfied clients (if there are any, God forbid), solves problems that arise for them, if this is within his scope competencies. Also, the specialist conducts conversations with newcomers, instructs them, and selects the candidates he likes most. In addition, a specialist manager monitors the general mood in the team and decides internal conflicts, gives advice, develops ways to optimize labor, improve conditions and productivity of staff.

1. Leadership position. Experience in management can subsequently be useful in any other job, in any area of ​​business.
2. Good salary. Hotel service specialists do not often receive tips, but the salary is several times higher than that of maids and doormen.
3. Perspective. A hotel service specialist is a very good start for a career. A year or two successful work and you are guaranteed a promotion.

1. Nervous work. A hotel is a large organism, each member of the staff is a person and is prone to making mistakes or giving free rein to emotions. In addition, among the guests there are often boors, brawlers and drunkards. Dealing with their antics and resolving possible conflicts, controlling order - all this takes a lot of energy.
2. Often, long working hours. Often - no days off. Even when you are on vacation, at one in the morning you may receive a call from a frightened newbie doorman on duty who does not know what is where and what to do in the current situation. To prevent the problems from worsening, you, “reluctantly,” will have to consult him by telephone.

Education

Abroad, for example in Poland, there are even academies of hotel business (WSHiG). There are also educational institutions in the Russian Federation where you can master this profession. The specialty may be called “Hotel Business Management” or “Hotel Service”. You can get it both at trade universities and at specialized colleges, such as the Tyumen College of Economics, Management and Law.

Examples of universities:

1. RGTEU;
2. RSUH;

Responsibilities of a specialist

1. Organize services for consumers of services with maximum efficiency.
2. Participate in solving strategic and organizational problems.
3. Create the most comfortable conditions for your stay at the hotel.
4. Consult consumers of hotel services, monitor the quality of service provision.
5. Control the placement of consumers.
6. Manage the emotional atmosphere in the team.
7. Consider complaints and take all measures to satisfy them.
8. Monitor the work of staff, maintaining cleanliness and order in the complex.
9. Monitor compliance with labor safety regulations.
10. Be able to use modern office equipment, the latest software and communication tools.
11. Use leading information technologies in professional activities.
12. Know everything about regulatory documentation and legislative acts regulating hotel services.
13. Have a detailed understanding of service activities and the nuances of staff work.
14. Keep statistics, study statistical data, make suggestions to improve the service.

Career and salary

This profession is suitable for pragmatic people prone to rational thinking and possessing leadership qualities.

Finding a job is not so simple. This specialty was widely popular among applicants, in last years. Therefore, there are many inexperienced graduates. In the labor market in this segment, supply significantly exceeds demand. However, if you initially agree to a lower position, there is a chance that having gained some experience, having studied this “kitchen” from the inside and at the same time, constantly replenishing your specialized knowledge, you will receive a referral to advanced training courses, and after that, you will get a promotion.

Wage for a hotel service specialist in Moscow is from 25,000 rubles/month.

Nowadays, more and more young people are interested in the specialty of hotel management, because with such a profession there is every chance to really quickly rise through the ranks. career ladder and have a big income. However, before you opt for hotel business, it is necessary to clearly understand what exactly this profession is, what responsibilities it carries, its nuances and features.

Specialty hotel service

Graduating from a university with a specialty hotel service(specialty code 43.02 11), and after working in it, the graduate is obliged to:

• monitor the creation of comfortable conditions in hotels,
• solve organizational and strategic problems,
• organize truly comfortable conditions for clients and consumers,
• maintain cleanliness and order,
• work with customer reviews and complaints and promptly resolve them.

So, working in the specialty of hotel service is truly an extraordinary and serious matter.

Specialty hotel service - colleges

The opportunity to obtain secondary vocational education in this specialty is provided by:

• Sestroretsk Lyceum named after. S. I. Mosina;
• Nizhny Novgorod College of Small Business;
• Sergiev Posad College;
• Tuapse Social Pedagogical College;
• Regional College of Entrepreneurship, Perm;
• Rybinsk Industrial and Economic College;
• Ural College business, management and beauty technology, Yekaterinburg;
• Rostov College of Fashion Industry, Economics and Service;
• Perm College of Professional Technologies and Design.

Moscow colleges with a specialty in hotel service

• College "Moscow Region", Klin (Moscow region, Klin district);
• College of Hospitality Industry and Management No. 23, Moscow;
• College of Urban Planning, Transport and Technology No. 41, Moscow;
• Polytechnic College No. 50, Moscow;
• Educational complex "South-West", Moscow;
• Moscow College of Management, Hotel Business and information technologies"Tsaritsino".

Specialty hotel management in St. Petersburg

• St. Petersburg Technical College of Management and Commerce;
• Leningrad Social Pedagogical College;
• Petrovsky College, St. Petersburg.

Hospitality specialty

This specialty entails the following responsibilities:

• control of accommodation services, managers,
• organization of personnel work,
• control of service and reservation services, work of the company’s logistics center.

Of course, all of these responsibilities may vary and depend on the specific position. In any case, you need to understand that the hotel business is a specialty that requires dedication and great self-control.

Hotel business specialty

This specialty implies:

• solving issues of customer accommodation and their comfort,
• resolving money issues,
• management of employees and control of all services related to reservations, accommodation, and service.

In addition, an expert in the hotel business must be attentive and communicative, easily resolve any issues and have nerves of steel.

Universities specializing in hotel management (hotel service)

Those who have already made their choice are most likely worried about the question: “which university is better to enroll in?” If you are attracted to the specialty of hotel management, Moscow universities conduct annual admissions for it. So, you have every chance to enroll in institutes such as MGIIT or the Academy of Law and Management. But for those who want to get a specialty in hotel service after 9th grade, the doors of Small Business College No. 48 or the College of Hotel Management will open their doors. When choosing Moscow universities with a specialty in hotel management, you can pay attention to the Moscow State Institute named after E.R. Dashkova, which produces real experts.

Moscow universities with a specialty in hotel management

Get higher education in this specialty they provide:

• Russian state Humanities University;
• Moscow State Institute of Tourism Industry named after Yu.A. Senkevich;
• Russian New University;
• Russian state social university;
• Institute of Tourism and Hospitality (Moscow) (branch) of the Russian State University of Tourism and Service;
• Gzhelsky State University;
• Russian State University physical culture, sports, youth and tourism;
• Moscow State Transport University of Emperor Nicholas II;
• Moscow Humanitarian and Technical Academy;
• Moscow Humanitarian University;
• Russian University Friendship between nations;
• Moscow humanitarian Institute named after E.R. Dashkova;
• Academy of Labor and Social Relations;
• Domodedovo branch of the Russian New University;
• Moscow University of Public Administration.

What to do after graduating from university?

Those who are going to get a specialty in hotel service are primarily interested in what job to do after completing their studies. Where to work as a hotel service major? Having received this education, you can work as a hotel administrator or receptionist. But those who have completed training specifically in the specialty of hotel management can get a job as a manager of a hotel, inn or restaurant. You can work as a deputy or chief manager. And those who are specialists in the hotel business can occupy various management and administrative positions in hotels or restaurants.

The most common entrance exams:

• Russian language
• Mathematics ( a basic level of)
• Social studies is a core subject, at the choice of the university
• History - at the choice of university
• Computer science and information and communication technologies (ICT) - at the university's choice
• Foreign language - at the choice of the university

The popularization and mass distribution of tourism in the world, cooperation with foreign partners and other factors require the presence of qualified specialists who are well versed in the hotel business and tourism business management in general. That is why this specialty attracts many applicants who (provided good teaching) are guaranteed to be successfully employed.

The most common admission exams

To enroll in the specialty “Hospitality”, applicants are asked to pass exams or count the results of the Unified State Examination in three subjects. The profile exam is social studies, since training involves studying a large number of social disciplines.

Other mandatory exams are Russian and history. Some universities are replacing history with computer science and ICT. At your look educational institution A foreign language exam may be offered.

Brief description of the specialty

Specialist in this direction can be engaged in organizational and managerial or production and technical professional activity. Students study a number of disciplines that allow them to develop professional competencies. However important role in the training of specialists, attention is paid to the formation of the culture of the future hotel employee. Therefore, among the disciplines you can find conflictology and psychology business communication. During the learning process, students participate in various trainings, undergo several internships, including abroad (depending on the specific university), and learn two foreign languages.

Large universities

The most famous educational institutions that train specialists in the specialty 43.03.03 “Hotel Management”

• Russian State University of Physical Culture, Sports, Youth and Tourism;
• Voskresensk Institute of Tourism (branch) of the Russian international academy tourism;
• Moscow State Institute of Tourism Industry named after Yu.A. Senkevich;
• Academy of Labor and Social Relations;
• Russian State University of Tourism and Service.

Terms and forms of training

Training involves the following forms: full-time, part-time and part-time. The duration of full-time study is 4 years, in other forms - from 4 years 4 months to 5 years. After receiving a bachelor's degree, you can continue your studies in this specialty at a master's degree.

Subjects studied by students

During the training process, students master six cycles of disciplines and separately physical education.

These are the following cycles:

• humanitarian,
• social,
• economic,
• mathematical,
• natural science,
• professional.

Each of the above cycles includes a basic and profile part. The disciplines of the basic part of the cycles include philosophy, logic, history, psychology, life safety, economics, marketing, foreign language, computer science and others.

Thanks to the profile part, the student receives a good vocational training and the opportunity for successful further education. Such disciplines are determined by the university depending on the specific profile of study.

Profile disciplines may be as follows::

• logistics, hotel industry technologies,
• hotel animation,
• public relations in the industry,
• basics of entrepreneurship,
• hotel personnel management,
• business planning and others.

A number of disciplines are offered to students to choose from depending on what directly interests them in the hotel business. This could be the basics of service science, sales management, marketing in the hotel and tourism industry and others.

Gained knowledge and skills

A bachelor's degree in hotel management acquires the following knowledge and skills during the course:

Who to work with

Bachelor graduates are employed in various organizations and companies in the hotel and tourism industry and hold positions of director, department manager, specialist in sales, planning, development, marketing and advertising departments. The specialty also implies successful entrepreneurial activity.

The next area of ​​employment is hotels, hotels, sanatoriums, recreation centers, health and resort complexes.

Here graduates can take the following positions:

• supervisor,
• administrator,
• manager,
• head of the reservation, accommodation, service department,
• personnel manager, etc.

You can get a job either in resort or major cities our country and abroad. The choice of country may depend on the second foreign language learned. Salaries start from 30 thousand rubles for service managers and from 40 thousand rubles for hotel managers. For large hotels and popular tourist destinations, these figures almost double.

There is a prospect of building a career vertically (from personnel manager to manager) and horizontally (with a transition to larger and more popular hotels).

It is believed that working in the hospitality industry is an excellent opportunity to see the world and meet interesting people and at the same time earn good money.

That's right‚ but first of all it's work! This is where you need to find mutual language With different people- capricious and flexible, stubborn and accommodating, rude and polite. Specialists in this industry need to have certain qualities and, first of all, feel the line that cannot be crossed. So, the willingness to help should not become an obsession, but develop into familiarity. Nevertheless, thousands of people love their job and would not change it for any other, because it has many advantages.

Tourism manager

Profile training can be completed at the Moscow State Linguistic University state institute tourism industry Yu. A. Senkevich and others.

Travel agent

In operating companies, as if in production, they put together all the components of the tour, set a price, and then send the finished product to the “shop” - a travel agency. This is where people come who want to go on vacation! The specialist’s task is to suggest where it is better to go with children, what newlyweds will like, and where older people can get treatment.

The agent answers clients' calls, looks for suitable options for them, concludes an agreement and draws up other Required documents. Communication with customers takes up 70% of his working time, so introverted people are better off looking for something else to do! You need to be a sociable and charming person, have an excellent memory, and not miss a single detail. First of all, you need to understand what the client wants, and then be able to describe the resort in such a way that the buyer immediately starts packing his bags. In this case, the information must be truthful, otherwise the dispute between the parties will subsequently have to be resolved in court.

A travel agent needs to have iron self-control and a balanced character: he resolves all problems that arise, it is he who clients call with any questions (delayed flight, don’t like food or room, etc.).

Administrator

At the hotel, vacationers are greeted by a universal receptionist. He is responsible for registration and check-in of guests, can tell guests where shops or bus stops are, what services the hotel offers. His responsibilities also include monitoring the fulfillment of customer requests, informing other hotel services about arrivals and departures. In small hostels, he acts as a cashier, takes phone calls and makes room reservations. In large complexes, several administrators may work simultaneously at the reception desk. By the way, in chain hotels they have the most difficult time: there are a lot of corporate requirements - these include guest rules, mandatory uniforms, etc.

Only a stress-resistant person with an impeccable knowledge of etiquette, psychology, and service principles can work successfully in the hotel business. In no case should you be indifferent to the client, ignore his requests - objectively assessing the situation, the specialist needs to be able to respond as quickly as possible necessary measures. Moreover, the administrator must have a degree of healthy cynicism so that if complaints are made, he does not take them personally: the guests’ dissatisfaction is usually not directed at an individual employee; they are not satisfied with the service as a whole.

Becoming a hotel administrator can be done by people with average vocational education‚ so and . The main thing is work experience and knowledge of a foreign language. In some cases, there may be age restrictions or requirements for appearance and gender.

All hotels operate 24 hours a day; in small hotels, the receptionist can replace the receptionist at night. If the first one is engaged in " external activities"(registration of visitors)‚ then the second is responsible for the coordinated work of all internal services. He controls the delivery of luggage to guests, the work of messengers, keeps a log of duties, submits reports to the accounting department, coordinates many private issues, for example, the number of guests with the restaurant administration, etc.

A person with secondary education and basic knowledge can be hired for this position. Before starting work, the employee must familiarize himself in detail with the regulatory documents on service issues and the hotel rules.

It should be taken into account that the receptionist will probably have to deal with conflict situations‚which often arise when serving customers. This means that he needs to have good communication skills and strength of character in order to be able to smooth out rough edges and find effective ways to resolve conflicts. Tactfulness, attentiveness, good memory. Typically, receptionists work in shifts and earn about 35,000 rubles. plus tip.

This specialist accompanies tourists on hikes. bus tours‚cruises‚ on excursions. Along the route, he tells guests about the sights and traditions of the country, helps them communicate with the local population, for example, in shops when buying souvenirs or in cafes. This work is not easy, because the guide spends most of the time on his feet, bearing responsibility for travelers. So the profession is not suitable for those who love peace - it is for energetic and enterprising people!

A good specialist is sociable, polite, and punctual. He has to work with different clients, so he needs to have patience and endurance. An excellent sense of humor, resourcefulness, a broad outlook are the qualities necessary for a guide, because sometimes tourists ask rather tricky and unexpected questions. In addition, a lot depends on the personal charm and charisma of the specialist, on whether he loves his job. A careless, tongue-tied and indifferent guide can spoil tourists’ impressions of even the most beautiful and unusual monuments.

In addition to the local dialect, the guide must speak at least two. Basic knowledge of psychology and medicine will also help in your work. To be successful you must have specialized education Although there are exceptions, when emigrants who have lived in the country for a long time and are able to talk about its culture and customs are hired.