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Profession hotel service. Hotel business, what is this interesting profession? hospitality how much to study

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 current trends in the global market. It should be noted that the competitiveness of the enterprise will depend on the manager.

A business built on a good level of service will certainly develop and expand. The hotel specialist must capture the various aspects of the hotel itself and bring 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 accept negligence and relaxation. The employee must "save his face" regardless of his condition and the impact of any circumstances. Only such an approach will achieve really great results.

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

The 21st century brings a large number of changes to everyone's life, and therefore it is not enough to have information, it is necessary to learn how to manage it correctly.

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

Of course, with this approach, the business will begin to develop, demonstrating high quality and attracting an increasing number of customers. Not surprisingly, the demand for professions related to the hospitality industry is constantly growing. Everyone wants to find a job that will stimulate the all-round development of the individual.

Advantages and disadvantages

A business built in the service sector has always been very popular. You need to 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 various types of delivery;
purchases;
dry cleaning;
transportation of luggage, etc.

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

In addition, he puts his eloquence into action if it becomes necessary to communicate with dissatisfied customers. All situations are unique, and therefore one must be prepared for any set of circumstances. The profession of a manager is also associated with constant communication with newcomers who replenish the staff. Your task is to select the best shots and put them into the common cause by giving an introductory part.

A business that has an attentive manager will be much more efficient because he can quickly respond to changes in the team. Any conflicts and internal strife should be stopped at the stage of inception.

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

The main advantages include:

Manager position and experience gained. As practice shows, the acquired skills can strengthen any other business.
High level of income. Specialists who know their business well may not receive tips as often, but the salary will be more than sufficient.
Growth prospect. A specialist working in a hotel service can apply for a promotion after a few years of work.

The main disadvantages include:

Nervous work. It is worth noting that any hotel consists of a large number of employees, and each of them can give vent to emotions. We must not forget about the guests, who are not always distinguished by their upbringing. The task of the manager is to quickly solve the problem that has arisen, while controlling the internal order. As practice shows, few people can withstand so much stress.
Lack of work schedule. The specifics of working in a hotel is associated with irregular work and the absence of days off. Even while on vacation, you can get a call from your new employee who will not know how to act in this situation. To prevent even bigger problems, it is necessary to give a detailed telephone consultation, and then fix everything in a personal meeting.

Does a maid need a higher education?

Of course, higher educational institutions do not graduate graduates: bartenders, doormen, maids, etc. We are talking about working specialties, for which the level of secondary vocational education will be sufficient. Institutions "supply" the hotel industry with general managers, who, if necessary, can be included in various aspects of activity.

Future specialists should understand one thing: the hotel and restaurant industry does not involve phased training, obtaining a diploma and then looking for a job. In this case, it is necessary to try from the first courses to feel for yourself all the specifics of future activities.

For students studying in this direction, the possibility of combining work and study will play a big role.

A successful career is built over many 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 develop as a practitioner. By the time they graduate from high school, many students are already starting to take managerial positions.

Before choosing this direction of training, you need to think several times. Success in this area is achieved with great difficulty, since "hospitality" should 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 must have good physical fitness.

What difficulties can you face?

Each employee should forget about the bad mood and share only the positive with his clients. Your inner experiences should not affect the result of labor. The work of an administrator includes many aspects, and therefore the level of responsibility is several times higher. Throughout the shift, you have to answer dozens, if not hundreds of questions. At the same time, one should not lose self-control when communicating with an “uncomfortable interlocutor”.

On days of full load, you may need the help of colleagues, you need to be prepared for this. It would seem that it is difficult to stand at the counter and give 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 normally combine work with study, you have to sacrifice something. Everyone chooses his own path, but achieving high positions is impossible without obtaining a specialized education. Working in a prestigious institution, one must be prepared for the ever-increasing demands: appearance, knowledge of a foreign language, etc.

Admission to a university deserves special attention, since training will be quite expensive. The number of budget places is insignificant, and the competition for a place varies from 7 to 20 people. Having chosen a university, you need to decide on a future specialty, since the specifics of the work will be different.
For example, an economist-manager and a manager-organizer perform different tasks. The specifics of the work of an economist is associated with the development of a strategy and the construction of a pricing policy in changing market conditions. The organizers control the service process, ensuring the order and efficiency of the team.

Description

Students of this discipline will gain skills in:

assessment of the quality of technological processes of accommodation facilities;
ensuring high quality of service;
providing a wide range of services to different categories of consumers;
planning in hotels of production and technological processes;
control of economic activities of accommodation facilities;
development of job descriptions and various provisions;
organizing and coordinating the activities of hotel departments;
assessments of client, competitive, consumer and sales markets;
drawing up business plans and development programs;
promotion of hotel services and tourism;
creating a marketing policy for hotels and mini-hotels;
coordination of the work of auxiliary services of the hotel service;
providing comfortable conditions for consumers;
forecasting performance results;
work with claims from clients;
fluency in one of the foreign languages.

Students are introduced to modern booking systems, the basic principles of technological and human resource management, as well as current problems in this field of activity. Considerable attention is paid to disciplines related to the culture of communication and the correctness of speech.

Whom to work

You can get a job in this specialty as an administrator of a hotel, a health-improving complex, a sanatorium and another enterprise that has accommodation facilities. In some cases, students start working as receptionists or visitor managers. Bachelors regularly receive job offers for the position of manager of the reservation department or sales department. Excellent knowledge of several languages allows you to apply for a position in the staff of large hotel complexes. The ability to find contact and interact with strangers will also allow you to work as a guide.

hotel manager- the top step in the career ladder of the hotel staff. He manages all departments of the hotel: services for booking places, receiving and accommodating guests, organizing a telephone and information service, service departments, a restaurant, beauty salons. The manager must provide the guests with comfortable conditions for staying under the roof of the hotel and the desire to return again, the owner of the hotel - a high income, and the employees - the pleasure of working under his supervision. Coordinating all this at the proper level is not so easy. The profession is suitable for those who are interested in psychology, foreign languages and labor and economy (see the choice of profession for interest in school subjects).

Features of the profession

Hotel manager, hotel director, hotel top manager, hotelier are synonymous with one profession. A good top manager of the hotel business is a piece goods , which determines the quality of management in the hotel at all levels, and, consequently, the image and reputation of the hotel. The hotel manager has some discretion in making decisions, but within the standards set by the hotel owner. He concludes a special agreement with the owner of the hotel, which indicates the degree of his responsibility, job responsibilities, salary and bonuses. Large chains of well-known and prestigious hotels prefer to see in this high position those who thoroughly know the specifics of the services of this hotel. That is, a hotel administrator or even a receptionist has a real opportunity to become a hotel manager. Hundreds of such examples are known in the history of the hotel business.

In large hotel chains, the director of the hotel works within the strict framework of accepted standards, as, for example, in the National Hotel Corporation, free communication of staff with customers is considered acceptable, in the Mariott hotel chain, a restrained and strict style of work.

The duties of a hotel manager include:

organizing and ensuring the effective operation of the hotel;
providing customers with information about possible services;
control over the quality of customer service in accordance with the class of the hotel, the correct use, accounting and distribution of rooms, as well as compliance with the passport regime;
directing the work of the hotel staff and services to ensure the safety and maintenance of premises and property in good condition, uninterrupted operation of equipment, external improvement, compliance with sanitary and fire regulations;
cost-effective management of the hotel industry, timely and high-quality provision of a range of services to hotel customers;
introduction of progressive forms of service organization;
preventive inspection of residential rooms, utility rooms of the hotel, organization of major and current repairs;
expansion of the material and technical base of the hotel, increasing its comfort;
maintaining and timely reporting on the economic and financial activities of the hotel;
investment planning, turnover and cost control;
providing the hotel with qualified personnel.

Pros and cons of the profession

Pros:

constant demand in the labor market;
high prestige and respectability of the profession;
high level of wages.

Minuses:

high level of responsibility;
work in conditions of "no room for error";
irregular working hours;
great psychological stress;
the need to communicate with a large number of people;
the inevitability of various kinds of conflicts and dissatisfaction of the guests, the need to be at their epicenter.

Place of work

Hotels, motels, guest villas and lodges

Important qualities

The hotel manager must be an excellent marketer and innovator, diplomat and psychologist, financier and personnel officer. A person who has not only a specialized diploma, but also a certain life experience, as well as:

outstanding organizational skills;
confidence;
the ability to convince;
persistence;
qualities of a born leader;
attention to detail;
meticulousness, the ability to bring each case to the end;
talent for communicating with people;
the ability to effectively delegate their powers;
the ability to create a team of the best specialists in their field;
the ability to analyze a large amount of information, make decisions and take responsibility;
good memory;
high concentration of attention;
patience;
sociability;
the ability to quickly navigate in a difficult environment;
ability to communicate effectively at any organizational level;
the ability to listen and hear;
the ability to manage conflicts, exercise control over crisis situations in a team, neutralize and resolve conflicts that have arisen;
the ability to think in terms of the whole hotel.

Hotel manager training

The Interregional Academy of the Industrial and Construction Complex (MASPK) invites specialists employed in the hospitality industry to attend courses. The professional courses of the Academy allow you to undergo retraining and advanced training in a comfortable remote format and study a specialty at a convenient time.

The Russian Institute of Vocational Education "IPO" - recruits students to receive a specialty through a remote program of professional retraining and advanced training. Studying at the IPO is a convenient and fast way to receive distance education. 200+ training courses. 8000+ graduates from 200 cities. Short deadlines for paperwork and external training, interest-free installments from the institute and individual discounts. Contact us!

On this course, you can get the profession of a hotel director remotely in 1-3 months. Diploma of professional retraining of the standard established by the state. Fully distance learning. The largest educational institution of additional prof. education in Russia.

Higher education

For the profession of a hotel manager, a higher education is required. If higher education is non-core, it is necessary to complete special courses for directors who manage the hotel business. Large hotel chains require compulsory specialized higher education in the field of hotel business.

Hospitality training is provided by more than 30 educational institutions in Moscow, among which the most serious training can be obtained at the following universities:

Moscow Academy of Tourism and Hotel and Restaurant Business under the Government of Moscow
REA them. Plekhanov
Russian New University.

These educational institutions have their own training bars, hotel rooms and canteens. Training, in addition to theoretical disciplines, includes business games and psychological trainings, in which real situations of customer dissatisfaction are played out: “the client is furious”, “the client accuses of theft”, “the client is dissatisfied with the service staff”. Clients are sent abroad for internships - to France, Turkey, Cyprus and Malta, where graduates master Western technologies of running a hotel business, a foreign language at the proper level. After that, students quite professionally as economists, lawyers and managers can independently develop a business plan for opening a private hotel.

Courses for directors managing the hotel business can be taken at the MBA-CITY Business Academy. The best world-class educational institution for becoming a hotel manager is the Hotel Institute Montreux in Switzerland - Hotel Institute Montreux, HIM.

Salary

Salary as of 07.08.2019

Russia 25000—60000 ₽

Moscow 35000—100000 ₽

The remuneration of the hotel manager depends on the country, the status and star rating of the hotel, belonging to the hotel chain, the number of rooms, and the experience of the director himself. So, for example, the difference in salary between directors of 3* and 5* hotels can be large, or it can be almost the same if a 3* hotel complex has more rooms than a 5* small hotel due to additional bonuses from the number of potential customers.

In Russia, hotels that are part of the international chains of hotels Radisson, Kempinski, Marriott, Marco Polo, Le Meridien, Sheraton, etc., accept qualified personnel with knowledge of languages, special education and Western style of work as directors.

Career steps and prospects

The hotel manager is the highest rank in a hotel business career. The next stage of career growth can be a hotel chain manager or co-owner, and then the owner of a hotel chain or a separate hotel.

Hotel guest whims:

A guest of the Greek hotel Honeymoon Petra Villas requested a room in which the rays at sunset would fall into the room at an angle of 45⁰ relative to the right side of the window.

Another unusual behavior was shown by a hotel guest who, in the heat of the day, asked for rain.

One of the guests of the Irish hotel asked the administration to provide him with a very unusual service: to organize a golf game on the local glacier. However, after the man played enough (i.e. completed 3 holes), unusual requests continued: he demanded to be taken back to the hotel in a private helicopter.

The hotel guest forgot his medicine in the room. Only on the plane, remembering him, the man called the administrator and asked to deliver this medicine to him home. Which is what was done.

The man booked all the rooms at the Hacienda Benazuza hotel in Spain. The guest explained this by saying that he wants to organize a party for 10 people. It should be noted that the number of rooms in the hotel is 44, and the cost per night in one room is at least $300.

It is not uncommon for concierges to make purchases for hotel guests. And, as it turns out, there are times when they have to choose and buy a house. So, one of the hotel guests trusted the choice of the concierge that he did not even look at the building before making a purchase.

In one of the London hotels, a man asked to be served in the hotel restaurant by girls with pronounced facial hair. The hotel staff, in order to fulfill a stupid request, pasted mustaches and beards on the waitresses, the maid and the administrator.

One popular singer, staying in a Portuguese hotel, asked that the sheets on her bed have three small holes. For what? The hotel administration still does not know the answer.

One of the guests of an elite hotel constantly ordered a "color menu" for himself. One day he asked the cook to prepare blue dishes for him, then pink, purple, black.

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

That's right‚ but above all it's work! One where you need to find a common language with different people - capricious and accommodating, 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 will not change it for any other, because it has many advantages.

Tourism manager

Profile training can be done at the Moscow State Linguistic University, Moscow State Institute of 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 task of a specialist is to suggest where it is better to go with children, what the newlyweds will like, and where people of the older generation can receive medical treatment.

The agent answers calls from clients, looks for suitable options for them, concludes an agreement and draws up other necessary documents. Communication with buyers takes up 70% of his working time, so it is better for closed people to look for something else! You need to be a sociable and charming person, have an excellent memory, do 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 begins to pack his bags. At the same time, the information must be true, 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 solves all the problems that arise, it is him that clients call for any questions (departure delayed, food or room is not liked, etc.).

Administrator

At the hotel, guests are met by a universal receptionist. He is responsible for the registration and settlement of guests, he can tell the guests where the shops or bus stops are located, what services the hotel offers. His duties also include monitoring the execution of customer requests, informing other hotel services about arrivals and departures. In small hostels, he acts as a cashier, takes phone calls and makes reservations. In large complexes, several administrators can work at the front desk at the same time. By the way, in chain hotels they have the hardest time: there are a lot of corporate requirements - these are the rules of the guests, and the mandatory uniform, etc.

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

Both people with a secondary vocational education and can become a hotel administrator. The main thing is work experience and knowledge of a foreign language. In some cases, there may be age restrictions or requirements for appearance, gender.

All hotels around the clock, in small hotels at night the administrator can replace the porter. If the first is engaged in “external activities” (visitor registration), 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 duty log, submits reports to the accounting department, coordinates many private issues, for example, the number of guests with the restaurant administration, etc.

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

It should be noted that the porter will most likely have to deal with conflict situations that often arise when serving customers. This means that he needs to have good communication skills and firmness of character in order to be able to smooth out sharp corners and find effective ways to resolve conflicts. Tact, attentiveness, good memory are also useful. Usually porters work in shifts and receive about 35,000 rubles. plus tips.

This specialist accompanies tourists on hikes, bus tours, cruises, and excursions. Throughout 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 his time on his feet, being responsible 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, punctual. He has to work with different clients, so you need 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 a specialist, on whether he loves his job. A negligent, tongue-tied and indifferent guide can spoil the impressions of tourists even about the most beautiful and unusual monuments.

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

What is a Hospitality Specialist? The same manager, administrator. In general, he has the same responsibilities as managers in restaurants or large shopping centers.

Demand

Payability

Competition

entry barrier

prospects

Story

The first mention of hotels was found in manuscripts dating back to 1700 BC: the famous code of laws of the Babylonian king Hammurabi orders tavern owners to inform on their guests. The functions of service personnel in ancient hotels were taken over by the owners of these establishments and members of their families. The more prosperous 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 the hotel service. Sometimes, in leadership positions (in modern terms, "managers"), hired managers worked. After civilization began to abandon explicit slave labor, the hotel staff was filled with hired workers from among the most needy segments of the population. Today, work in hotels of large cities, among the same lower strata, is even considered prestigious.

Description, pros and cons

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

Leading position. Experience in management, later, can be useful in any other job, in any business area.
Good salary. Tips for hotel service specialists are not often received, but the salary is many times higher than that of maids and doormen.
Perspective. A hotel service specialist is a very good start for a career. A year or two of successful work and you are guaranteed a promotion.

Nervous work. The hotel is a big organism, each member of the staff is human and tends to make mistakes or give free rein to emotions. In addition, boors, brawlers and drunkards are often found among the guests. Dealing with their antics and resolving possible conflicts, controlling order - all this takes a lot of effort.
Often irregular working hours. Often there are no days off. Even when you are on vacation, at one in the morning, a frightened novice doorman on duty who does not know what lies where and how to act in this situation can call you. In order to prevent aggravation of problems, you, "reluctantly", will have to consult him over the phone.

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 learn this profession. The specialty can be called "Hotel business management", or "Hotel service". You can get it both in trade universities and in specialized colleges, such as the Tyumen College of Economics, Management and Law.

Examples of universities:

RGTEU;
RSUH;

Specialist Responsibilities

Organize customer service with maximum efficiency.
Participate in solving strategic, organizational tasks.
To create the most comfortable conditions for staying in the hotel.
Advise consumers of hotel services, control the quality of services.
Control consumer placement.
Manage the emotional atmosphere in the team.
Consider claims, take all measures to satisfy them.
Supervise the work of staff, maintaining cleanliness and order on the territory of the complex.
Monitor compliance with labor protection rules.
Be able to use modern office equipment, the latest software and communications.
Use leading information technologies in professional activities.
Know everything about regulatory documentation and legislative acts regulating hotel services.
Have a detailed understanding of service activities, the nuances of the work of staff.
Keep statistics, study statistical data, make suggestions to improve the service.

Career and salary

This profession is suitable for pragmatic people who are prone to rational thinking and have leadership qualities.

Employment is not so easy. This specialty has enjoyed wide popularity among applicants in recent 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 raise.

The salary of a hotel service specialist in Moscow is from 25,000 rubles / month.