Sooner or later, most people have to use hotel services. 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.

Hotel staff tasks

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. What you 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.

Studying the features of the functioning of hotels and management activities Students who have chosen the specialty “Hotel and Restaurant Business” study in this 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 work in many other structures.
• Such workers receive very decent 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 institutions 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 not every person can be a hotel service specialist. To effectively perform management functions and 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 subjects 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.

Introduction

Services provided to tourists by accommodation facilities are the main services in tourism activities, both when organizing individual and group travel.

The standard international classification of accommodation facilities includes two types: collective accommodation facilities and individual means placement. In turn, collective accommodation facilities are divided into hotels and similar accommodation facilities; specialized accommodation facilities and other collective accommodation facilities. Hotels and similar accommodation facilities have the following characteristics:

Consist of numbers, the number of which exceeds a certain minimum, have a single management;

Provide a variety of hotel services, the list of which is not limited to daily making of beds, cleaning of rooms and bathrooms;

Grouped into classes (classified) and may have service quality categories (certified) according to the services provided, equipment available, building architecture and personnel qualifications.

The minimum occupancy of hotels and similar accommodation depends on national and regional conditions and applicable standards and is generally 7-10 rooms.

Specialized accommodation facilities provide a minimum of services and do not necessarily consist of rooms. These establishments, in addition to providing accommodation services, provide specialized services such as treatment and rehabilitation, social services, organization of meetings and conferences, etc. The specificity of the services provided determines the classes of these accommodation facilities: sanatoriums, resorts, congress centers, various types of labor and recreation camps.

Other collective accommodation facilities are accommodation facilities of any type, including non-profit ones, providing a minimum amount of services and not necessarily consisting of rooms. These may include campsites and social accommodation facilities (dormitories, holiday homes).

The authors of the domestic, so-called state system of classification of hotels and other accommodation facilities claim that a single government system classification of hotels, as in other countries of the world, in particular in France.

The purpose of this course work– study and analyze the history of the emergence of accommodation enterprises, their types, development prospects, as well as the state and problems of accommodation enterprises in Russia.

The topic of development of accommodation facilities in Russia was not chosen by chance, because... I consider it relevant, because intensive development of the tourism industry is beginning in Russia, because the country has all the necessary prerequisites, namely: recreational resources, qualified labor resources, a large number of cultural and architectural monuments World Heritage– for example: the city of St. Petersburg. international tourism plays an increasingly prominent role in the global economy. Accommodation is the most important element of the tourism industry. A tourist is considered a visitor who has received a hotel room with a bed. Since the state is currently pursuing a policy to improve the quality of tourism services, this is expressed in the reconstruction of hotels built in the 50-60s, new ones are being built, a network of educational institutions is developing that prepare qualified labor resources for the tourism industry, and work is underway on advertising.

1 Characteristics of accommodation facilities

1.1 History of the development of accommodation facilities in Russia

Development of tourism in 1970-1990 occurred in accordance with plans, the implementation of which was mandatory. They were developed for long periods (5-10 years) and approved by the highest tourism authorities. The standard indicators of the plans, which were taken as the basis for the development of the tourism industry and services, were subject to strict control.

Tourism was used as a means of educational influence on the younger generation. Thus, in the 1970s, all-Union hikes and expeditions of schoolchildren and youth were carried out. The goals of such mass tourist enterprises were to instill patriotism, excursion and local history work, sports training and hardening.

Since that time, new forms of recreation began to be introduced: some tourist centers began to accept parents with children. The range of tourism services in tourism enterprises has increased.

The Central Council for Tourism and Excursions (as it began to be called in 1969) opened the Central Tourism Advanced Training Courses for tourist and excursion workers and the Central Advertising and Information Bureau "Tourist", which published methodological literature on tourism and excursion business. Great attention was paid to the improvement of existing tourist hotels, bases, and campsites.

The tourism and excursion business has turned into large industry services to the population has become firmly established in the life of Soviet people. Routes for parents with children were developed, transport trips were organized: motor ships (river and sea), railway and air.

In October 1980, in the resolution of the Central Committee of the CPSU, the Council of Ministers of the USSR and the All-Union Central Council of Trade Unions “On further development and improving the tourism and excursion business in the country” the following tasks were identified:

Creation of comfortable year-round tourist institutions;

Expanding the volume of tourism services to citizens, since their growing needs were not fully satisfied;

Creation of a tourism industry, improving the quality of service;

Improving the types and forms of services provided.

In long-term construction plans, preference was given to large tourist complexes, including hotels, tourist centers, campsites, shelters, and enterprises Catering, shops selling souvenirs, resort and sporting goods.

An important area of ​​activity of tourist organizations in the early 1980s was the research and study of tourist and excursion opportunities of territories, regions, republics and the development of promising schemes for the development of tourism in individual regions.

In the period 1980-1992 the material and technical base of medical and health tourism gradually grew, new hotel complexes appeared in large cities of the country (Izmailovo and Salyut in Moscow, Tourist in Pskov, Velingrad in Kislovodsk, etc.), new types of services – family holidays and course treatment. During the course of treatment, vacationers lived in apartments and houses in the private sector, and received a course of treatment and recovery in a sanatorium. Recreational services were well developed on the basis of sanatoriums and holiday homes.

1.2. The concept of accommodation facilities

Accommodation facilities are premises with at least 5 rooms and used by organizations of various organizational and legal forms and individual entrepreneurs for temporary accommodation of tourists; room in an accommodation facility - one or more rooms with furniture, equipment and supplies necessary for the temporary residence of tourists.

Tourist accommodation facilities - any facility intended for temporary accommodation of tourists (hotel, tourist center, camping ground, etc.).

In world practice, there is no generally accepted definition of “tourist accommodation facility,” however, WTO experts propose to consider as such “any facility that regularly (or occasionally) provides overnight accommodation for tourists.”

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 experience and knowledge 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 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.

The most common entrance exams:

• Russian language
• Mathematics (basic level)
• 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 would be well versed in hotel business and management of the tourism business in general. That is why this specialty attracts many applicants, who (subject to good training) 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 large quantity 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

A specialist in this area can be involved in organizational, managerial or production technical professional activity. Students study a number of disciplines that allow them to form professional competencies. However, an important role in the training of specialists is given 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 physical culture, sports, youth and tourism;
• Voskresensk Institute of Tourism (branch) of the Russian International Academy of 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's graduates are employed in various organizations and companies in the hotel and tourism industry and occupy 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 find a job both in resorts or large cities of our country, and abroad. The choice of country may depend on the second foreign language learned. Wage starts 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).

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

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

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 of 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.