Requirements for hotel administrators. Job description of a senior hotel administrator
Hospitality is actively developing not only abroad, but also in the vastness of our country. The saturation of the service market leads to the fact that there is fierce competition between hotel owners. As a result, a more careful selection of candidates for the position of hotel employees is being introduced.
Especially closely the owners look closely at applicants applying for the position of administrator. After all, the reputation of their institution directly depends on how well it will perform its work. Therefore, everyone who wants to get this place should know in advance what the duties of the hotel administrator are.
The face of the hotel
In the modern hotel business, the administrator is the face of all the staff working there. Therefore, you should not be surprised if the owner will strive with all his might to ensure that he has a job at this place. worthy person. At the same time, it does not matter at all whether it will be a man or a woman - here the chances are equal for everyone.
When choosing a candidate, it is much more important how skillfully he is able to cope with the tasks. Also an important factor is his appearance, manner of speech and behavior. After all, the instruction of the hotel administrator is just a set of rules that everyone can master, but the ability to present oneself is a trait inherent in a few.
Administrator Requirements
Let's take a closer look at what requirements a future employer can present to his subordinate. After all, thanks to this, it will be possible not only to prepare for the upcoming testing, but also to better understand the specifics of working in the hotel business.
So what should a hotel manager be like?
- Communication is the main feature of this employee. This is justified by the fact that 80% of the work is connected with communication with people.
- Good diction. Without it, in any way, otherwise there may be difficulties in understanding between the administrator and clients.
- Creativity and ingenuity. Quite often, you will have to face situations from which you will need to find a non-standard way out.
- The duties of a hotel administrator involve bookkeeping, which requires responsibility and organization.
- Sometimes problems can arise at the most inopportune moment, so the administrator must always be ready to go to work.
How to become a hotel manager?
The good news is that for this profession you do not need to receive a specialized education. This makes life easier for future employees, but there are also negative sides to all this.
Since there is simply no diploma confirming the availability of the necessary skills, the main paper that influences the decision of the employer is the summary of the hotel administrator. And if the applicant goes for an interview with the owner of a large hotel, then the main points in the mentioned document will be: experience and recommendations.
Many will have a completely logical question: "But how to get work experience if you don't get hired for this position without it?" In reality, everything is very simple: first you will need to get a less prestigious position, for example, such as the administrator of a mini-hotel. Let the salary here not be too big, but there will be something to write in the resume.
You can also try your luck and go to the goal through the bottom. That is, initially get a job, say, as a waiter, and then slowly climb the career ladder. But this option takes too much time, and no one will guarantee that in the end the position of administrator will go to you.
Responsibilities of a hotel manager
Now let's go directly to what is included in the duties of the administrator. After all, it is this information that should be of interest to future hotel managers in the first place. Although it should be noted that a lot depends on the hotel itself and its owner, and therefore you should not naively believe that there will be the same working conditions everywhere.
So, what are the duties of a hotel administrator?
- The first priority is communication with customers. So, the administrator makes sure that the guests are provided with everything necessary. If there are questions, difficulties or misunderstandings, he should help customers as quickly as possible.
- Although now a separate category of people is assigned to the reception, sometimes the administrator has to fulfill these duties as well. In particular, to receive calls, book rooms, convey the necessary information to customers, and so on.
- Also, the hotel administrator is the person who manages all the other staff. He must ensure that everyone does their job properly, and in case of negligence, punish the offending employee.
Features of work
Among the main advantages of this profession, first of all, the salary should be noted. Even in small hotels, the administrator will receive a pretty good salary. Also, this work is very interesting and well suited for those who love live communication.
Among the shortcomings is an increased psychological burden, because you have to work in constant moral stress. In addition, it is quite difficult to get a promising job the first time, especially if there is no experience or recommendations.
Administrator is one of the most responsible positions in a hotel. It is he who greets guests and creates the first impression of the stay. The range of duties of the hotel administrator is not limited to the work at the reception desk, he gives instructions to the attendants, communicates with the guests and does everything possible for their comfortable stay.
Let us consider in more detail what qualities such a specialist should have, what he will have to do every day and where you can get an education that will allow you to start a career in this interesting profession.
Job description of a hotel manager
The hotel administrator combines several roles: manager, customer service specialist, secretary, manager of the supply department. This is a stressful job that requires communication skills, a positive attitude, stress resistance, the ability to show leadership qualities and manage.
The rapid development of the international hospitality industry generates a stable need for professional administrators who not only know how to advise clients and issue keys, but also understand the intricacies of the hotel business.
Knowledge of several languages, high-quality education and work experience open the doors of international five-star hotels and private luxury boutique hotels to such specialists. They can work anywhere in the world, from small European towns to large resorts in the Caribbean.
Responsibilities of a hotel manager
Let's start with the fact that the administrator's profession obliges you to know everything about the work of the hotel and events on its territory. He welcomes and checks in guests, monitors the delivery of luggage to the room, answers all questions not only from guests, but also from staff, checks out, informs about additional services ah and delivers correspondence.
What else does a hotel manager do? He is responsible for creating home comfort and comfort for all guests. His area of responsibility: booking rooms, monitoring the cleaning of vacant rooms, changing linen and light bulbs, the proper condition of pools, bars and restaurants. In fact, this is an operational manager, on whose work the efficiency of the entire hotel depends.
To summarize, the administrator is responsible for:
- booking rooms;
- check-in, accommodation and check-out of guests;
- payment for accommodation and financial reporting;
- communication with guests and potential customers;
- control over the quality of customer service;
- organization of the work of the hotel staff;
- resolution of conflict and force majeure cases.
Requirements for a hotel manager
This profession requires attentiveness, stress resistance, friendliness, tact, multitasking and sociability. Administrators must know the psychology of people, be able to show "soft skills" and manage the team. Business acumen and the ability to manage documents will come in handy. Required - knowledge of foreign languages, while the more the better. It is important to look well-groomed, presentable and neat.
Additional requirements:
- education in the hotel business;
- work experience (internship);
- grammatically correct speech;
The rapid development of the tourism industry and increased competition has led to an increase in the quality of customer service. Therefore, hotels prefer to hire high-class administrators who have received a specialized education, and during the training they have completed several internships. So they get a competent professional and do not spend additional money on retraining an inexperienced worker.
High-quality education of a hotel administrator becomes not just a pleasant bonus, but a necessity and requirement of the time.
Recognized leaders in hospitality education are Swiss schools and. Here, students from all over the world study hotel management in a variety of specializations: finance, HR, marketing. There are Bachelor's, Master's and Second Higher programs. A person with any level of training and previous work experience will find a suitable training option. Le Roche and Glion graduates know everything about the work of companies in the hospitality industry, internal business processes and the intricacies of working with clients. Learn more about hospitality management training official center enrollment - STUDIES&CAREERS.
Administrator is just the beginning! Having received higher education in Switzerland, you can work as a hotel manager, HR manager, development director or marketer. Take the first step and the whole world will open up to you!
The first person you see in a hotel is the hotel manager. Always sweet and friendly, he will try to do everything in his power, just to make your stay unforgettable and comfortable.
From the outside, it may seem that the duties of a hotel administrator are limited to just providing the keys to the room and registering you in the database. To dispel this myth, let's take a closer look at the work of one of the main employees of the recreation complex.
Often the position of an administrator is referred to as a "receptionist". Translated from French, this word means "door". This name was given to the hotel specialist because his workplace- the reception desk is located in the immediate vicinity of the entrance, and it welcomes guests. This wording, of course, is not accurate, because the administrator in the hotel performs much more functions, based on his job description. So, he must ensure the smooth operation of all hotel services, check the readiness of the room for check-in, check the availability of the necessary drinks and snacks in the mini-bar, and coordinate the work of subordinates. In small hotels, the administrator is entrusted not only with the function of registering guests, receiving keys and valuables (in a safe), but also preparing the room stock for check-in, informing guests about the main attractions of the city and how to get to them.
One of the most important functions performed by the hotel administrator is booking rooms by phone, e-mail and other means of communication, controlling the hotel load and fixing the non-appearance of guests on the appointed day. Failure to take into account the number of booked and occupied rooms in a timely manner can lead to a situation of "overbooking" - in other words, guests will buy more rooms than they have in the hotel in free use.
Quite often, the hotel administrator receives requests to book additional services, first of all, this concerns the possibility of providing tourists with extra beds for children and adults or changing the room category. If possible, the category of the room can be changed while already living at the hotel by making an additional payment.
All questions, disputes and conflict situations are also obliged to be resolved by the hotel administrator, within the framework of the powers assigned to him. Who, if not him, should decide on a complaint received from a client if he was not provided with a pre-booked room, services, if he had problems with payment.
For any hotel, the profit is main goal, therefore, the hotel administrator is also entrusted with the function of controlling the departure of guests, during which the payment of all bills must be checked.
In order to correctly and accurately ensure the operation of all services, the hotel administrator must know the rules for the provision of hotel services, the maintenance of premises, the rules for compiling staffing, the structure of the hotel and other aspects. This knowledge is necessary in order to perform their work qualitatively and professionally.
The position of "the face of the hotel" is an important and responsible one. Regardless of the situations and problems that occur in the hotel, good mood, a smile does not leave the administrator, because the service sector is based, first of all, on hospitality.
Everyone can become an administrator of a hotel complex: you need to study at a university, technical school or courses in the hotel industry and have a tremendous desire to work. Knowledge of foreign languages is welcome, especially if the hotel is located in a tourist center with a large flow of tourists.
1.1. The senior administrator of the hotel belongs to the category of specialists.
1.2. Qualification requirements:
The average professional education and at least 2 years of work experience.
1.3. The senior hotel administrator should know:
- resolutions, orders, orders, other guidelines and regulations higher authorities related to the service sector;
- management structure, rights and obligations of hotel employees and their mode of operation;
- rules and methods of organizing the service of hotel visitors;
- types of services provided by the hotel;
- layout of hotel rooms and utility rooms;
- rules for the maintenance of residential and other premises of the hotel;
- fundamentals of economics, organization of labor and management;
- Fundamentals of marketing and advertising organization;
- Fundamentals of aesthetics and social psychology;
- legislation on the registration of citizens at the place of temporary residence;
- labor legislation;
- internal labor regulations;
- Rules and norms of labor protection.
- basics of administration;
- ethics of business communication.
1.4. Appointment to the position of senior administrator of the hotel and dismissal from office are made by order CEO based on the representation of the hotel manager.
1.5. The Senior Hotel Administrator reports directly to the Hotel Manager.
1.6. During the absence of the senior administrator of the hotel (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the appropriate rights and is responsible for the improper performance of the duties assigned to him.
2. Job responsibilities
Senior hotel manager:
2.1. Provides timely and high-quality cultural services to visitors in accordance with current service standards.
2.2. Carries out accounting, distribution and proper use of residential numbers and free places, as well as control over compliance with the passport regime.
2.3. Accepts and issues Required documents on registration of residents at the place of temporary residence.
2.4. Coordinates the work of administrators and other hotel workers.
2.5. Ensures customer service standards are met.
2.6. Ensures that subordinate employees comply with the instructions of the hotel management.
2.7. Carries out control over the safety of material assets.
2.8. Advises visitors on issues related to the services provided.
2.9. Takes measures to prevent and eliminate conflict situations.
2.10. Considers claims related to unsatisfactory customer service, takes the necessary organizational and technical measures.
2.11. Monitors the appropriate condition of the premises and residential rooms of the hotel during the shift.
2.12. Controls the observance by subordinate employees of labor and production discipline, rules and norms of labor protection, requirements of industrial sanitation and hygiene.
2.13. Informs the hotel manager about the existing shortcomings in the service of visitors, the measures taken to eliminate them.
3. Rights
The senior administrator of the hotel has the right to:
3.1. Request and receive from structural divisions information, reference and other materials necessary to perform the duties provided for by this Job Description.
3.2. Get acquainted with the documents that define his rights and obligations in his position, criteria for assessing the quality of performance official duties.
3.3. Submit for consideration by the immediate supervisor proposals for improving the work related to the this Instruction responsibilities.
3.4. Require the management of the enterprise to ensure the organizational and technical conditions and execution of the established documents necessary for the performance of official duties.
4. Responsibility
The Senior Hotel Administrator is responsible for:
4.1. For improper performance or non-performance of their official duties provided for by this Job Description, within the limits established by the current labor legislation of the Russian Federation.
4.2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
4.3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.
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The profession of hotel administrator, popular in the labor market, requires the candidate to be able to make a positive impression on the client. This is not surprising: working in a hotel, he becomes the first person a guest sees at the entrance and appearance which is appreciated by the whole hotel. It is the administrator who is responsible for the successful stay of guests in the hotel.
Key Responsibilities of a Hotel Manager
The administrator, or porter, performs the current job duties:
- answers to phone calls and advises clients on hotel services;
- book rooms;
- meets, receives and accommodates new guests;
- conducts mutual settlements and prepares financial statements;
- monitors the compliance of guests with the rules of accommodation in rooms;
- provides a high level of service quality;
- coordinates the activities of service personnel;
- deals with the analysis of conflict and non-standard situations.
History of the profession
The profession of hotel administrator has deep historical roots. Hundreds of years ago, travelers stayed at inns and taverns, where their comfort was monitored by the owners of establishments and their assistants. The functions of administrators were performed by the owners, on whose shoulders lay the entire responsibility for the actions of the workers, the comfort of the rooms, good food and care of the horses. Over time, the owners began to hire managers who monitored the work of hotels and inns - and this profession appeared. In the Russian classifier, this specialty was first mentioned in the 90s, when small and large businesses began to develop in the country.
Where to work?
Recruitment for the vacancy of a hotel administrator is open in hotels different levels, hostels, apartments with daily accommodation, sanatoriums, rest houses, etc. Professional Administrators are in demand in the hotel and resort industry both in Russia and abroad. V last years domestic tourism destinations are actively developing, and the number of hotels is increasing every year.
Employers' requirements
From specialists in this profession, employers expect the ability to get along with people, customer focus, goodwill, the ability to competently express their own thoughts, emotional stability, attention to detail. In addition, the hotel administrator must be physically fit (work on his feet), have presentable external data, and also know foreign languages (English is a must). It is important that the candidate has serious professional training and specialized education in the field of hotel business, has organizational skills, and is familiar with the rules of etiquette and fire safety.
Where to study?
In order to successfully pass an interview for a position , you must obtain a secondary specialized education in the field hotel service and tourism in college or higher education in a specialized university. Those who already have a higher education and speak foreign languages, you can improve your skills at the courses of the porter or hotel service managers. Some hotels train staff on their own - it is better to clarify this point in advance.
Wage level
The salary of a novice hotel administrator, according to the Jobsora.com website, in the Russian regions is 15-25 thousand rubles, in Moscow - 35-40 thousand. wages are much higher. Promising employee can be successfully employed in travel company or a hotel in any of the resorts that Russian-speaking tourists often visit.
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