Sooner or later, most people have to use the services of hotels. Coming on a business trip, visiting relatives or being in the city for entertainment purposes, guests choose a hotel to their liking and rent a room for a certain amount of days.

Depending on the class of the establishment, service staff can offer clients a set of standard services or some additional service.

Who works in hotels

The hierarchy of hotel staff is essentially the same as in many other organizations: there is middle management and senior management.

In order to occupy a lower-level position, it is enough to have hard work and discipline, and managers cannot do without special education (faculty of Hospitality). What job to do after graduation is decided by the graduates themselves, focusing on the specifics of the knowledge acquired and their personal preferences.

Tasks of the hotel staff

It is the responsibility of service workers to ensure round-the-clock operation of the hotel. Cleaners and maids are responsible for cleaning and maintaining cleanliness in the rooms, corridors, halls, staircases and courtyard of the hotel. Other employees take customers' orders, deliver food and shopping to them, help with loading and unloading luggage, keep their clothes and shoes clean, and perform a variety of other similar tasks. The advantage of such relatively simple professions is the absence of the need for special training, for example at the Faculty of Hospitality. Who can work without experience and skills is a maid or a cleaner.

Such employees practically do not communicate with guests. As a last resort, short dialogues on general topics are acceptable.

Students who have chosen the specialty “Hotel and Restaurant Business” study the features of the functioning of hotels and management activities in such a structure. What can you do after graduation? Manager, administrator, or manager.

Responsibilities of a hotel service specialist

Middle managers assume the following responsibilities:

1. Monitoring the work of maintenance personnel.
2. Formulation of valuable instructions, selection of their executors and monitoring the quality of the work performed.
3. Monitoring compliance with internal rules of the organization.
4. Monitoring compliance with necessary sanitary and hygienic standards.
5. Communication with clients, resolution of conflict situations (within their competence).

In addition, a specialist can advise, instruct newcomers and conduct internships. His responsibilities often include conducting interviews with applicants for vacancies, as well as their selection.

An important task of a specialist manager is to monitor the mood present in the team and correct it. A good employee knows how to analyze a situation in a timely manner, predict its development and optimize this process (resolving internal conflicts, correctly selecting personnel, applying incentives and penalties).

Many of the wisdom from this list are taught in various educational institutions at the Faculty of Hospitality (the student should decide who to work and what specialty to choose before enrolling).

Benefits of working as a hotel service specialist

When choosing such a profession, people expect the following privileges:

• Gaining experience in management, which is useful not only for advancement in the hotel business, but also for working in many other structures.
• Such workers receive a very decent salary wages. Specialists by rank are not entitled to tips, but their salary is several times higher than the official earnings of porters and maids.
• As a rule, if you work conscientiously as a hotel service specialist, you can count on a quick promotion.

Many young people do not think about their future specialty when studying hotel management. They decide who to work after gaining minimal experience, studying their capabilities and market requirements. That is, they perceive it as a start for a career.

Disadvantages of the profession

To the disadvantages that characterize this type activities can be attributed to the inevitably high nervous tension of management employees, as well as the lack of a standardized working day.

Students wishing to work in this industry must carefully consider all the nuances before studying the hotel industry. It is up to them to decide who to work with, but they must remember this business- it is always working with people with different temperaments, characters and levels of culture. Both among the guests and among the staff there can be impolite, upset and even rude people. A specialist must be able to find a way out of various sensitive or conflict situations in order to maintain the establishment’s reputation and customer loyalty at the highest level.

Hotel management: who to work and where to study?

Modern educational establishments offer those interested two opportunities to obtain education in this field:

1. Diploma.
2. Postgraduate.

The first is traditional training with a bachelor's degree awarded upon completion of the course. Postgraduate education can be used by young professionals or already established hotel workers who want to improve their skills. The result of such training is a master's degree.

Many domestic trade universities and specialized colleges offer to master the specialty "Hospitality" (where to work after graduation, you can ask the admissions committee or study the relevant publications). In addition, many educational institutions in Switzerland, France and Poland are constantly inviting applicants.

What is required to master the profession

It must be said that a specialist hotel service maybe not every person. To perform effectively management functions and to be a useful employee for the organization, the student will need pragmatism, rational thinking skills, patience and certain leadership qualities.

At the moment, there is a certain bias in the labor market towards supply, that is, there are more young specialists than vacancies. However, this fact should not confuse ambitious and purposeful people, because with such qualities they have every chance of success. successful career. In addition, the training program includes a large number of universal items that can be useful when working as a manager or HR specialist in an organization far from hotel business.

Knowing what kind of work they can do after graduating from Hotel Management, young people should take into account the specifics future profession. Only in this way will learning be interesting, and work will become a favorite pastime.

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 MSLU, Moscow State Institute of Tourism Industry named after. 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 located, and what services the hotel offers. His responsibilities also include monitoring the fulfillment of clients’ requests, informing others 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 are the rules of guests, mandatory uniform, 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.

Both people with secondary vocational education 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 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 regulatory documents regarding service issues and 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 conflict resolution. 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 a 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.

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 climb the career ladder and have a large income. However, before choosing the hotel business, you need to clearly understand what exactly this profession is, what responsibilities it carries, its nuances and features.

Specialty hotel service

Upon graduating from a university with a degree in hotel service (specialty code 43.02 11), and then working in it, the graduate must:

• 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

Opportunity to get average professional education in this specialty they provide:

• 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 of 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 staff 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 Humanitarian 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;
• Gzhel 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;
• Peoples' Friendship University of Russia;
• 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.

When choosing a specialty, you should decide on your specialization: you can become an organizer or, these are different areas in the service sector. Specialists with an economic profile are engaged in developing strategy and pricing policy, thanks to which the catering enterprise will be able to withstand the fierce competition that exists in this area. Those who specialize in organizational areas will be responsible for recruiting and training staff, performing administrative functions and generally being responsible for successful work restaurant.

Which Moscow universities train restaurant specialists?

When entering the specialty "Organization of restaurant business" you will need knowledge of foreign and Russian languages, as well as history and geography; to enter the economic specialty you also need to have a good knowledge of mathematics. During the exams, you will need to pass a test in two subjects and an interview to determine your professional suitability.

Study abroad

Restaurant business will be successful if you choose the right format of the establishment (cafe, bistro, restaurant). Also, its success depends on the unmistakable choice of the most popular specialization (national cuisine, seafood, steaks). Another important aspect is the choice of region. To date most in demand Italian restaurants are used, followed by restaurants of Caucasian cuisine. Japanese and Chinese cuisines, although they continue to be popular, are already a downward trend.

You will need

• concept of a future restaurant, business plan, marketing plan, premises, equipment, products, personnel.

Instructions

Choose a room that will match the format of the establishment. The main selection criteria are the availability of client flows and a suitable internal one. It should also be possible to divide the area into three main parts: production, office and hall. Many beginning restaurateurs at this stage make one irreparable mistake. In an effort to place the maximum number of seats in the hall, they “rob” production areas, combine hot and cold workshops, and reduce the number of utility rooms. As a result, regulatory authorities do not issue permission to open an establishment, everything has to be redone.

Invite a designer, draw up a technical plan, which will indicate the main engineering communications that are tied to technological equipment. Be sure to provide a good hood - without it it is extremely difficult to work in a hot shop, and it is not very comfortable in the hall.

Buy technological and retail store equipment. The first group includes refrigeration, thermal, mechanical. The second includes coffee making and beer dispensing. Also, be sure to purchase an automation system. Which program to choose depends on your capabilities, as well as on the planned bandwidth. As a rule, specialists installing automated control systems will also help with training in working with it.

Obtain permits from Rospotrebnadzor and the fire inspectorate. If an enterprise operated in the premises before you, as a rule, there are no special problems with supervisory authorities. But if you change your profile, they are very possible. In this case, you should carefully listen to the requirements, correct the shortcomings and reapply for consideration of your issue.

Compose staffing table. If your restaurant is a small cafe, some positions can be combined. For example, a bartender can also be an administrator, and a chef can also be a manager. However, everything is very individual and depends not only on the specifics of the establishment, but also on the personalities of certain employees. To avoid

Not long ago, the specialty “Hospitality” appeared in Russian universities. What kind of profession is this “Hospitality Specialist”, and in what industry can a graduate work?

Let's take a closer look at this specialization to understand all its positive and negative aspects.

Who is a hotel service manager?

This is a specialist who is in charge of organizing guest services in hotels and tourist complexes. He receives, accommodates, discharges guests, and is responsible for the smooth operation of the facility.

Top 10 professions in the hotel and restaurant business

The hospitality and tourism industry in Russia is developing rapidly. It includes three main sectors: catering, hotel management and tourism. The first two are often combined under the same term “Hotel and restaurant (business)” or “Hotel and restaurant business”.

We can give the following definition to the concept of “hotel and tourism business” - this is a sector of the economy that is associated with the provision of services in the field of hotel management and tourism.

Let's see what The professions in this area are the most respectable, paid and interesting:

• hotel manager;
• PR manager;
• hostess;
• hotel manager;
• event organizer;
• nutrition manager;
• Front Desk Manager;
• brand manager;
• room supervisor;
• Chef.

The question often arises for applicants: what is better, “Tourism” or “Hospitality”? Everyone decides for themselves. But the second direction is very promising.

Consumers want to see not only a traditional hotel; today they are attracted to something new and non-standard. For example, floating hotels, boats, boat campings, etc.

You always have the chance to open your own business, for which you do not need to recruit a large staff (for example, hostels, etc.).

Where and how many years to study for the specialty “Hotel Service”

In Russia, higher education in this specialty (applied bachelor's degree) can be obtained in almost 100 universities in the country (97, to be precise). Be sure to read reviews about the university from students and graduates before enrolling.

Let's list Top 5 universities in the Russian Federation where training is conducted:

• Kazan (Volga Region) Federal University (KFU);
• Southern Federal University (SFU);
• Ural Federal University named after. B. N. Yeltsin (Ural Federal University named after B. N. Yeltsin);
• Peoples' Friendship University of Russia (RUDN);
• Far Eastern Federal University (FFU).

Duration of study – 4 years (full-time). Studying is complemented by practice in hotels with which the university has an agreement.

Today in Russia, training in this specialty is offered not only by universities, but also by colleges, where you can enroll after 9th or 11th grade, as well as private companies and organizations that retrain specialists.

For example, at Synergy University (Moscow) there is a college (direction “Hotel Service”, Faculty of Hotel and Restaurant Business) with a training period of 1 year 10 months or 2 years 10 months. After graduation, there is an opportunity to enroll in the 2nd or 3rd year of the specialty “Management in Hotel and restaurant business"(first higher education).

At the same university you can get a second higher education in a similar specialty with a duration of study of 4-4.5 years. Master's and postgraduate studies will be further stages of education.

What subjects can be included in the curriculum of the “Hospitality” direction:

• organization of reception and accommodation services;
• sales technology in the hotel business;
• advertising in the hotel business;
• technology and organization of food services;
• standardization and quality control of hotel services;
• international hotel chains;
• corporate culture in the hotel business, etc.

In addition, there are courses of varying durations offered by various private companies.

What subjects need to be taken

To enroll in the specialty “Hotel Service”, “Hotel Management” you need to pass the Unified State Exam in three subjects.

Today the list is as follows:

• Russian language (basic level);
• mathematics (basic level);
• social studies (profile level).

Other exams are taken at St. Petersburg State University: Russian language, social studies, foreign language. In Ryazan state university named after S.A. Yesenina – social studies, history, Russian language. The Unified State Exam in these subjects will also be asked of you at the Novosibirsk State University of Economics and Management "NINH" (NSUEU).

The exact list of subjects must be found in advance on the website of the university of interest.

Where can a graduate with a diploma in Hospitality work?

After receiving a diploma in Hospitality, you can apply for a position in middle management, that is, hotel management.

You have already moved beyond lower-level positions (cleaners, maids). The highest level will be senior management.

What vacancies can be offered to a graduate:

• manager;
• administrator;
• manager;
• HR Specialist.

How to become a hotel manager

First of all, you must have a degree in Hospitality Management. The second one is also necessary – “Human Resources Management”.

It is advisable to also have an economic or legal education. Such complexity will give you advantages, in particular:

• in management marketing activities which includes production and sales marketing, marketing communications;
• in intra-company management (management), including strategic, current, operational, process management, project management, development;
• in intra-company planning and forecasting, which includes strategic, current, operational planning, management control.

To become a manager, it is good to have not only diplomas from leading universities, but also certificates of internships in prestigious hotels, especially foreign ones.

What is the salary of a hotel manager in Moscow

A hotel manager in Moscow earns an average of about 70,000 rubles(according to the website Moscva.trud.com). This profession is one of the highly paid. In the regions, such work is naturally paid lower.

Career in Hospitality

If you are hardworking, have organizational skills, are sociable, have resistance to stressful situations, can work in multitasking conditions (you have to solve the most diverse tasks every day), you know foreign languages, then you can count on career growth.

Experience and practice can allow you to later take such a prestigious position as a “hotel business expert” who deals with forecasting in the hotel industry.

Hotel service specialist - pros and cons of the profession

Overall, this field of activity is very attractive.

Among the advantages is the demand for the profession. A graduate can find work not only in Russia, but also abroad. In addition, experience communicating with people will always be useful in life.

Among the disadvantages are a large amount of work, frequent stressful situations and problems issues that need to be resolved as professionally as possible. This means: an even tone of speech, goodwill, a desire to find a compromise. A hotel service specialist can work night shifts and on public holidays.