How to fulfill non-standard requests of guests in the hotel. Work with regular guests of hotels and hotels. Check-in with a pet

1. The role and importance of the position of a receptionist (administrator) in a hotel

· Job rights and obligations. Basic requirements for the level of knowledge and skills.

2. Meeting and accommodation of guests at the hotel.

· Standards of work when booking places in a hotel. Booking types. Booking payment.

· Reception and accommodation of guests. Meeting the guest and registration and its procedure. Documents upon registration

Checking the readiness of the room stock and interaction with other departments of the hotel

Introduction to the hotel and promotion of additional services

· Settlement of guests at check-out (preparation and execution of the settlement operation). Payment for additional services.

3. Receiving phone calls

standard for incoming calls

standard phrases that are allowed in communication with the guest and are prohibited for use.

4. Reception and work with requests from hotel guests

Standards for receiving guest inquiries personal and telephone

registration of personal and telephone inquiries

Provision of additional and personal services

control of related services

5. Solution of non-standard and conflict situations.

Types of clients and behavior styles

Administrator Appearance Standard

A professional appearance is an important component of the service provided to guests, a sign of an attentive attitude towards colleagues. Failure to comply with this standard may result in the removal of an employee from work.

HAIRSTYLE. First of all, the hair must be clean, neatly trimmed and combed. The woman's hairstyle should be compact, loose hair is unacceptable. Men must be carefully shaven. Mustache and sideburns neatly trimmed. Hair color should look natural.

MAKEUP. Make-up should be inconspicuous, nails should be neatly trimmed and clean. It is allowed to use nail polish in discreet, moderate tones. Do not use perfume and cologne with a strong or strong smell.

DECORATIONS. The wearing of jewelry should be limited. A watch, a chain on the chest, earrings, no more than two rings on the hands are allowed. It is not recommended to wear several earrings in one ear. Men are not allowed to wear earrings.

SHOES. Must be in good condition, untroubled, well polished. Women are required to wear closed shoes with a heel no higher than 7 cm. It is recommended to refrain from wearing avant-garde style shoes. It is forbidden to wear sports shoes, sandals, cloth shoes, etc. at work.

CLOTH. Employees who have been issued a uniform must wear it during working hours in full. Uniforms must be clean and ironed.

Employees who are not issued uniforms must appear modest and businesslike. Women are advised to wear business-style suits (dresses), trousers are allowed. The color of the blouse (dress) must match the color of the underwear. As a general rule, the length of the skirt should not be shorter than "just above the knee". Regardless of the season, all female employees must wear tights or stockings during working hours, preferably natural gaiters and always without a pattern. It is not allowed to wear sportswear and jeans, leggings, shorts. Men must wear business attire (preferably a suit and tie). Shirts are preferably plain or in a slightly noticeable strip, a cage.

NAME SIGN. A name badge must be worn during working hours so that colleagues and guests can address themselves by name. The name badge must always be worn on the left side. If you lose your name badge, immediately notify your supervisor.

DO NOT chew gum during working hours.

Telephone conversation standard

When the phone rings, the handset must be picked up before the third ring.

Talk on the phone in a friendly, polite tone.

You should start a conversation with a greeting “good morning (afternoon, evening)” or “Hello”.

If there is a call from the city connection, the employee should hear the name of the Hotel complex and division.

If the call is an internal connection, the employee should hear the greeting, title, and name. For example: “good morning, head of the floor Tatyana Ivanova. I'm hearing you!".

After receiving the order, be sure to repeat.

Smile when you answer the phone. Even without seeing a smile, the caller will feel that they are sincerely interested in his call,

General rule: the one who called first ends the conversation; if the conversation is interrupted for any technical reasons, the one who called the first time should call again.

If you need to ask someone to wait by the phone for no more than 60 seconds (you need to find the necessary information, answer by another phone). Be sure to ask the person if they will wait and wait for their response. When the phone is picked up again, resume the conversation with an expression of gratitude for the wait.

If you call.

1. Clearly state to yourself for what purpose you are going to call and what should be the content of the future conversation. (For especially difficult negotiations, it is better to write down a list of questions that you are going to ask on paper, so it will be easier for you to follow the completeness and consistency of the answers.)

2. The optimal time for a phone call is determined by three criteria:

A) When, according to your assumption, your call will be more convenient for the subscriber;

B) When is it easier to get through to him;

C) When would be more convenient for you to call.

3. After the connection, introduce yourself: “Hello, GRAN Bank, (if necessary, provide the name of the department), last name,” and here already ask the questions you have prepared.

The reception is the first thing a hotel guest sees (hears on the phone), so everything must be perfect. So that the Guest does not have to wait long (at the counter, by phone or in the lobby). So that the settlement on the reservation goes "without delay" ... To fill out a simple registration form or just sign (and the staff will fill it out themselves). It's easy to get the keys and be sure that things will be delivered to the room.

Question: How to properly handle incoming calls? Are there any nuances, features here - in comparison with outgoing (or so-called "cold") calls?

Answer:

a) Of course there is. There are many different tasks. It is necessary to take into account the context: incoming calls to the reception can be quite heterogeneous in terms of topics and situations:

sometimes you just need to "give information",
sometimes - "encourage" to book (at the same time, very different people can call: a potential Client or, say, an office manager booking a business trip to the boss),
sometimes - to order a taxi to a hotel tenant who called from a room or from a city,
or the tenant in the room has something broken,
sometimes one of the agents calls, etc.

This first feature.

b) Second feature: at the reception, an employee may be forced to do several things at the same time, and at that moment they called. And the Client, standing opposite, begins to get angry that they interrupted the conversation with him and he is waiting. And behind this Client there are two more, and they are surprised "why is it so slow when there are only 3 people" ...

Another example of an error: The client ordered a taxi from the room and went downstairs to the reception, warning that he was already there and waiting for a taxi. But the girl at the counter was torn and "did not tie". And when the taxi driver arrived, the girl called the number. And of course she didn't call. The client, of course, is angry: "You said that you would arrive in 10 minutes." The girl replies: "And I called your number ...", etc. In general, a scandal.

And a lot of other "emergency" situations. Each of them should have its own speech module and so on.

Moreover, the Constructor of speech modules should contain ready-made phrases for each such case. Contact.

V) Third feature: when the business process at the reception is not organized (example: "fill out the form", although the Client booked online; "fill out the form" instead of making a photocopy of the passport and then driving it in), with large flows, non-separation of functions at the reception and guest relations and others create overlays. And they willy-nilly fall on the reception.

Operations have different durations: "give the key", "calculate", "answer the call", etc. Since they, by virtue of the very specifics of the process, "fall" randomly, "traffic jams" in the business process are very likely.

G) Fourth feature: different loading at different times of the day. And at the junction, errors are possible.

Question: What do you think: should receptionists be trained in telephone etiquette? What exactly is telephone etiquette?

Answer: Of course they should. But not etiquette in general, but etiquette built into the context of the business process (see above).

Question: Is it possible to divide clients by types, well, to make it easier to communicate with them?

Answer: Certainly. Firstly, they are already separated: Clients, agents (who, in a sense, are also Clients), conference and seminar providers, etc.

Within each group, it is better to divide not into "types of people", but into situations that need to be able to work out. Work at the reception with clients is fast. The contact time is short. If you think about "types" - there will be both a brake and a breakdown.

Question: Should front line staff have clear instructions on how to conduct the conversation? Should the receptionist already have a prepared list of questions and answers?

Answer: Certainly. As well as "behavior algorithms" in non-standard situations. And trainings that bring these skills to "useful automatism." Contact.

Question: How important and necessary is improvisation in incoming conversations?

Answer: Need not. And in many cases, harmful.

Question: What are your tips on how to deal with objections? (Explain with specific examples.)

Answer: Agree with them (this is called "rationalization"). The client is not malicious, and we are not looking for the truth with him. If the Client is not drunk, not hooligan, etc., I see no reason why he should object on any issue. What kind of objection can arise at the reception? Even if some overlay occurred due to the Client’s mistake, the maximum that can be done is to say what exactly happened (and even then, if the Client is angry only because he does not understand the cause of the failure), and then say that everything These are trifles and the customer is always right.

If the Client disputes the invoice, you should friendly invite him to the office and make a reconciliation. That is, if possible, do not sort things out where other Clients are.

Question: How to deal with non-standard questions? What is the responsibility of a receptionist?

Answer: In electronic there is a proprietary standard:

"When we encounter a non-standard request or do not know the answer to the Guest's question, we do not refuse (we do not use phrases "We don't do that to anyone", "That's not how we do it" etc.), but we always answer: "Please, I'll check this with... (and name the position of the relevant specialist ) and will inform you within … minutes".

During N minutes from the moment the non-standard situation arises, we transfer the request to the administrator and immediately inform the Hotel Guest of the exact time of the response.

If the Guest's request, however, cannot be fulfilled, we immediately apologize and invite the administrator."

If we talk about competencies and work standards, then they are spelled out in detail in. And not just the reception.

Question: Miscalculations and mistakes: how it is forbidden talking to a hotel guest?

Answer: Equally. Moreover, from above. A guest, by definition, has a higher status than any receptionist. It is no coincidence that the word "Guest", like the word "Client", we write with a capital letter.

You can go to the same tripadvisor and look for exactly the negative reviews of foreigners on the service of some Russian hotels. You will see a lot of things that answer the question: what should the staff be taught and what should they not do.

Everything that an employee "should" and "should not" is included in the Receptionist's Corporate Standards (in). Here are just a few of them:

"What would you like?" ,
"You are wrong" ,
"Trust me" ,
"Don't know" ,
"They didn't tell me"
"I thought it wasn't urgent",
"It's not for me"
"Don't be rude to me!",
"Sorry, that's not part of my line of duty".
"Called - didn't get through" etc.

The guest is not wrong. Even when the Guest wrote "Kharasho" - this is not a mistake at this moment. Even if the Guest said "Put" - this is correct at this moment.

If the Guest of the hotel seemed unusual to us, we simply remember the nearest planning meeting or figure out in our mind how many suitcases fit in the trunk of a taxi. Respecting privacy, neither by a look, nor by a gesture, nor by a movement shall we show excessive curiosity about the customs, traditions or clothes of the Guest.

When a Guest makes a complaint, we never explain "why it happened", but act as follows:

a) we listen calmly, silently, looking at the Guest's chin (regardless of height), without interrupting or assenting (no: "I understand you", "You see ...", etc.);

b) when the Guest finishes the conversation, we accept the remark with only "two points":

"Yes, of course. Thank you. Sorry for the inconvenience"(Apology)
"I'll contact (service...) right now"(Function)

c) in the event that the issue cannot be resolved immediately, we inform the Guest about the exact time of the answer ("Sorry for the inconvenience, in ... minutes I will correct / find out ...")

Even when the Guest is not around, we do not conduct personal conversations. So the musicians in the pauses do not make unnecessary sounds.

Our workplace is in order. Order means nothing superfluous and nothing personal. And when there is nothing superfluous and personal and everything is clear - this is comfort. We create understanding and comfort even where they only dream of order."

The full version of company standards for receptionists (and not only) is contained in. Contact.

Question: How important is correct speech in a conversation, do the "callers" pay attention to it?

Answer: Of course it's important. Even if they literally "do not pay" attention, many people are actually unnerved when the answer is not "in the form." Examples are given above.

Question: There is such an opinion: "the customer is always right". How does this phrase apply to the first conversation?

Answer: Of course, always right. Even if the Client is inaccurate in the first conversation, this is the job at the reception to explain everything to him.

Task number 1

There was a complaint at the front desk. When checking into the room, the guest Filippov Nikolai Alekseevich discovers that there are no towels in the bathroom. Prepare a written response to the complaint.

Task number 2

Develop and issue a service manual for employees of the registration and accommodation service on actions in non-standard situations -

upon check-out, the guest forgot documents and a large amount of money in the room. The maid found the documents and money and contacted the front desk manager.

Reference for task 2

INSTRUCTIONS

Actions of the Administrator in non-standard situations when a guest leaves

1. When the guest checks out, check that the guest has returned the room key

2. After the guest checks out, it is necessary to send a maid to this room as soon as possible to check for forgotten things or valuables, as well as damage to the room and its equipment. In case of forgotten things, incl. valuables and money, take measures to immediately inform the guest or his contact person about the things found and about the ways to transfer these things.

3. In case of discovery of valuables and money, it is necessary to immediately notify the Senior Manager, and in his absence, draw up an act with the signatures of two hotel / hotel employees (maid and Administrator)

Task number 1

Guest Kozlov Nikolai Vasilyevich appeals to the employee of the reception and accommodation service with a complaint about the non-working air conditioner in the room. Prepare a written response to the complaint.

Task number 2

Develop and issue service instructions for employees of the registration and accommodation service on actions in non-standard situations - the guest behaves inappropriately - makes noise, sticks to other guests, etc. The guest is a citizen of Russia

Reference for task 2

INSTRUCTIONS

Actions of the Administrator in case of inappropriate behavior of guests.

1. In case of violation of the rules of stay in the hotel of citizens, the Administrator is obliged to warn them about the inadmissibility of such behavior.

2. In case of failure to respond to comments, the Administrator must:

C. In case of violation by Russian guests, call a security guard. In the absence of a security guard, inform the Senior Manager about this.

D. In case of violation by foreign guests: notify them of the drawing up of an Act on violation of the stay of foreign citizens on the territory of the Russian Federation and transfer it to the appropriate authorities. In the absence of a positive reaction, proceed as indicated in paragraph A.

sample act

To the ______________ Consulate in St. Petersburg

To the Representative Office of the Ministry of Foreign Affairs of the Russian Federation

in St. Petersburg

to the Migration Service of _________________ district

St. Petersburg

On violation of the stay of foreign citizens on the territory of the Russian Federation, ____________________ drew up an act on violation of the rules for staying in a hotel / hotel ___________________ of the following citizens:

Violations of residence were as follows __________________________________________

The result of these violations was a number of complaints from guests ______________________________

By this Act, the hotel / hotel notifies the Consulate of __________________ in St. Petersburg that in the event of a repeated violation, these persons will be evicted from the premises until the end of registration with the Migration Service _______________

district of G. St. Petersburg, about which a separate act will be drawn up.

We also apply for visa cancellation for these citizens

Signatures, date

Task number 1

Guest Krasilnikov Evgeny Ivanovich appeals to the receptionist with a complaint, he booked a room with one double bed, and due to the mistake of the previous shift, only a room with two beds remained available. Prepare a written response to the complaint.

Task number 2

Develop and issue a service manual for employees of the registration and accommodation service on actions in non-standard situations - there was a power failure in the room.

Reference for task 2

INSTRUCTIONS

For luxury hotels trying to stay as far away from the mainstream as possible, every guest is special and unique. And here the example of The Pierre comes to mind again. From the very doorstep of this ultra-luxury hotel, each guest becomes the object of personal care of all its employees - whether it be a doorman, a concierge, a bellhop ... or, including the general manager.

There are brands that take personalized service to a more, shall we say, intimate level. Oberoi provides members of its Belveder club with writing paper with their personal initials, and at the Montage Beverly Hills hotel, these very initials are embroidered on special pillows for their American guests - just like in the Indian luxury chain ITC.

For many of our hotel experts, such as Sandeep Wolia, Ritz Carlton VP of Brands, Bvlgari and Edition Hotels in Europe, and Timur Senterk, VP of Operations at Langham Hospitality Group in Hong Kong, personalized service is a key factor in defining luxury.

Julia Gajcack, vice president of marketing and communications at Six Senses Hotels Resorts Spas, says she feels exceptional when "check-in and check-out takes place directly in the room." And well-known Indian food and travel blogger Anuti Vishal adds: "You can call me a spoiled person, but I like it when I have a personal attendant!"

Carefully maintained and constantly updated guest history is the most important tool in the arsenal of any luxury hotel. It is she who helps to best satisfy the needs of VIP clients and maintains their loyalty to delirium.

Your favorite tea and movie CDs you usually watch. Fruits in a basket on the coffee table and flowers that decorate your temporary home. Your favorite valet who should be relieved of all other duties just to serve you, your personal yoga teacher, your special brand of soda in the limousine and minibar. Your food allergy, after all... And so on and so forth.

Absolutely everything that somehow helps the hotel staff to make you as a guest privileged and your visit unforgettable is recorded in the guest history.

However, at the same time, it is necessary that all minor trifles and irrelevant records be removed from it - only in this way can the staff focus on what is really important to the client. This, by the way, not only guarantees the subsequent loyalty of guests, but also prevents the transformation of their wishes into whims, and also minimizes inequality between client categories.

Andreas Augustine, president of The Most Famous Hotels in the World, adds that "the most winning scheme in this situation is group guest entries with individual notes." Wolia agrees with him, emphasizing that "absolutely all guests in all hotels of the chain should be offered a basic set of services at a level that is provided for by the general standards of the brand."

Service personalization should always be based on the very best methods and practices that service standards can offer. This is the only way to guarantee that the service will be fast and meet all the needs of the guest at the current moment.

Sandip Whalia states that "A hotel that cares about its reputation will always go the extra mile. Non-standard guest requests, such as asking for a room next to the elevator or with a special view, can wreak havoc on routine housekeeping. However, guests must remain satisfied - and must be ready for almost anything to keep it that way."

Gotham Anand, vice president of operations planning for ITC Limited's hotel division, says that

two of the most common services that provide the best personalization are, firstly, "flexible check-out" - the departure and arrival of most international flights is not tied to noon, so guests are always grateful to the hotel for the opportunity to stay in the room beyond the set time. And secondly, a really efficient travel desk - in case the traveler decides to go somewhere nearby or if his plans suddenly change for some reason.

4. Innovation and technology

In today's "networked" world, the standards of hotel luxury include, among other things, the highest level of technical equipment.

Clients need to be constantly in touch, and therefore Internet access should, of course, be free, and besides, wireless, fast, without any restrictions, and even more so "freezes".

And almost all of our experts agree with Varun Sharma, producer and presenter of Inside Luxury Travel, who stands up for "free internet". Mary Gostelow, owner of Gostelow Report and girlahead.com,

Anuti Vischel, along with Susan Kurosawa, travel editor for The Australian, and Nigel Balding, publisher of The World's Best Hotels guide, believe that "free, instant internet access" is one of the main needs of any hotel guest.

And Andreas Augustine draws the final line, stating that "every hotel simply must have free, always working and super-fast Internet. And no talk about payment!"

"Free broadband internet access via Wi-Fi (with a minimum speed of 500 Kbps) should be everywhere. And while some luxury hotels still cling to internet fees as part of their profits, this service is increasingly seen by guests as one of the most basic ones, like the lighting in the room or the water in the shower," says Gotham Anand.

Paolo Sagina, General Manager of the Grand Hotel Terme & Spa, makes it a must to offer guests at his hotel "high-speed Internet access via Wi-Fi, along with an iPod docking station." And according to Sandeep Whalia, it is technology today that determines how a brand lives up to its luxury standards, and above all: "ahead of its time electronic communications, Wi-Fi speed and innovation in room furnishing."

Emit Oberua, manager of the Shangri-La hotel in Manila, is proud of the fact that his hotels offer

"absolute Wi-Fi coverage both in the lobby and in the rooms, plus cars and yachts."

"I think comfort is the most important thing for guests. Of course, what that means can vary depending on the purpose of the trip. But for business hotel guests, and increasingly for those who travel for leisure, one of The main comfort factor is fast and reliable access to wireless Internet," says Daniel Craig, a leading global consultant in the hospitality and tourism industry.

For Donnelly-Theru, CEO of PR consultancy Sheila Donnelly & Associates, "iPod docking stations and tech 'knacks' in the room service menu are a nice addition to the hotel's overall image."

"Helping travelers with everything related to their trip is, of course, also very important. There are a wide variety of online resources and mobile applications that make it possible to plan a trip without outside participation. However, when you consider how many websites you need to browse even for the sake of the most difficult trip - and with all the reviews and reviews posted on them - it is clear that independent planning can take a lot of time and effort.

Luxury hotels should help their potential guests avoid being immersed in this information noise so that they can effortlessly find, say, the best restaurants and entertainment. The most appropriate way to do this is to combine a certain amount of self-searching resources (websites, mobile apps and in-room services) with the services of a well-informed and well-connected concierge," Craig adds.

David Pretty, ex-head of the British Barratt Group, says: “Tastes can change over time, and, speaking of luxury today, although people continue to mean that it includes such criteria as comfort and quality, however, luxury is increasingly understood as including non-standard design, as well as advanced technologies.

"Connecting to Wi-Fi should be as easy as possible. Ideally, a person should just open a browser and click "OK". phones and tablets.

And of course, we need technologies for automatic device recognition so that the user does not have to enter a login and password every time,” advises an experienced hotelier Gotham Anand.

5. Food is fun

Food is one of the defining factors of a hotel's success, whether it is a smart and simple choice of meals for business travelers or, conversely, a gourmet meal for those who come to spend their leisure time in idleness and comfort. In turn, the restaurants themselves (including room service), often awarded with every conceivable award, give hotels the opportunity to demonstrate to their guests what heights real culinary art can achieve. And it's no secret that travelers come to some places solely to enjoy haute cuisine.

Surprise and admiration - such feelings should be experienced by customers in a hotel restaurant that claims to be truly luxurious. An awe-inspiring menu, mesmerizing wine lists, carefully selected ingredients, fantastic culinary concepts... All this will forever remain in the memory of the guest, forcing him to admit: in terms of quality and choice of dishes, this particular restaurant is the best in the world.

As hotelier Paolo Sagina says, "a luxury hotel is, first of all, a luxurious cuisine."

Mary Gostelow, who has probably crossed the globe staying in the most famous hotels, says that the main thing in food is attention to quality. "A self-respecting restaurant will follow its standards from A to Z," she says. fully".

Nigel Balding believes that

"In a good restaurant, even a single visitor should feel comfortable."

Andreas Augustine and Susan Kurosawa point out that another hallmark of a luxury hotel is quality room service. At the same time, Augustine adds that for a guest who just wants to satisfy his hunger, this delivery should be super-fast, and the food should be simple and satisfying. Kurosawa, on the other hand, says that "lunch in the room should include not only the usual sandwich and soup of the day; the delivery menu should also include vegetarian and lactose-free options."

“In a good hotel, there is no difference in quality between restaurant food and room service. This also applies to service time and the optimal temperature of the dishes,” Oberua supports her, speaking for one of the most luxurious hotel chains.

According to Julia Gajcack, "when it comes to food, the 'winning formula' for a luxury hotel is as follows: a variety of ethnic cuisines - from Indian and Japanese to French and Italian; fast service for guests in a hurry; excellent selection of wines from all over the world reasonably priced and, of course, a vegetarian menu."

“This summer, I was vacationing at a luxury resort in the Maldives,” says Rajeev Kohli, CEO of Creative Travel Pvt. Ltd., “and I saw an employee walk to the pool every day with a tray full of popsicle sticks. It was very sweet and funny, but nonetheless simple and effective." In his opinion, it is precisely such a subtle and unobtrusive attention to detail and trifles that distinguishes a true leader from the general mass of hotels.

"A luxury hotel should not only have a great choice of dining places, but also offer 24-hour service, a carefully crafted menu for every taste and a continuous service of food delivery to the room. In addition, true gourmets always expect an exclusive choice in the restaurant. cheeses and sweets, and in the hotel's wine cellar you will find the most exquisite and rare varieties," sums up Gotham Anand.

Continued in the next article.

Previous material:Hotel FAQ. What guests need in a luxury hotel. Ten things to remember. Elegance, exclusivity, extraordinary.

Today, the hotel business is flourishing not only abroad, but also in our homeland. With this in mind, it would be quite logical to consider this environment as a potential place of work. What vacancies exist here? What are the responsibilities of working in hotels? And who do they even take?

Who is needed in the hotel?

Each hotel is unique in its own way, and therefore it is quite difficult to talk about them in general terms. At the same time, their individuality is manifested not only in the interior or in the sophistication of the rooms, but also in the kind of staff working there. For example, if a small hotel can manage with an administrator and two cleaners, then the staff of a five-star hotel can include up to 50 specialists.

And yet, despite all the variety of vacancies, among them there are those that are most in demand.

Hotel manager

The administrator is the first person after the manager or general manager. He is responsible for almost everything in the hotel: settling clients in rooms, organizing work schedules, purchasing the necessary equipment, resolving conflicts, and so on. Frankly, this is the most difficult job in the hotel, and therefore the highest paid.

The main problem is that getting a job as an administrator is quite difficult. Especially when it comes to large hotels or hotels. Management understands that a poorly trained employee can make a mistake at any time, which will jeopardize their reputation. Therefore, they prefer to appoint only those specialists who have experience in the hotel business to the position of administrator.

In addition, this type of employee must have the following qualities:

Sociability, as work in hotels implies continuous communication with customers.
Organizational skills, because most of the duties of an administrator are related to setting and adjusting tasks for
Ingenuity - without it, nowhere, since non-standard situations will constantly arise out of the blue.

Sometimes the owners impose additional requirements on applicants for the position of administrator. For example, they may only hire people with higher education or weed out those candidates who have poor diction.

reception

Most hotels have a reception at the entrance - a separate area designed to meet guests. It is here that customers first turn to book a room or find out the necessary information about the services of this institution.

Most often, in small hotels, the administrator sits at the reception. But expensive hotels, on the contrary, prefer to hire separate staff for this position. This is due to the fact that their reception area allows much more visitors to pass through, which justifies the additional cost.

Working in a hotel at the reception does not require higher education. However, in order to apply for this position, you must meet the following requirements:

Have excellent diction and manners.
Have a presentable appearance.
Know English at a conversational level (this is due to the fact that some hotel visitors may be foreigners).

Hotel maid work

Every hotel has its own maids. After all, it is these employees who are responsible for the cleanliness of the rooms, as well as their improvement. However, it should be understood that the duties of a maid go far beyond the scope of a simple cleaner.

In particular, the following tasks fall on her shoulders:

Maintaining order in the room: wet cleaning, dusting, changing bed linen, disinfecting the bathroom, and so on.
Checking the material base. The maid without fail inspects all the furniture and objects in the room in order to make sure of their integrity. The same applies to electrical appliances, showers, locks, and so on.
Control of some paid services. For example, in order for a guest not to be left without drinks, she should look into the mini-bar every day.

And this is just a small list of those responsibilities that work in a hotel (hotel) is fraught with. It should be noted that the management of such institutions can implement their own services. For example, some prestigious houses provide laundry and ironing services. In this case, the maids enter the rooms every morning, collect specially left clothes, and in the evening, after a thorough cleaning, return them back.

doorman

Any self-respecting hotel has several employees in its staff, first of all, they are responsible for meeting customers at the entrance to the building. They should greet visitors and politely open the door for them. If necessary, they are also obliged to answer all the questions that have arisen or indicate the way to the reception.

In addition, working in a hotel can turn into the following tasks for a doorman:

Assist guests with loading and unloading luggage.
Taxi call.
about sights, places for walking, shopping and so on.
Assistance with parking (in expensive hotels there is a separate category of employees for this).
Reception of letters, calls and documents of guests.

Who else is needed in the hotel?

Hotel work is multifaceted. Therefore, in addition to all the above positions, there are other, no less popular specialties. Let's quickly go through them:

Cooks. Most hotels offer their customers the opportunity to eat within the walls of their establishment. The cuisine here can be both trivially ordinary (scrambled eggs, oatmeal and black coffee), and very sophisticated (French, Italian, oriental dishes). However, any of the options involves the presence of your own chef and his assistants.
Dry cleaning workers. Prestigious hotels prefer to use their own laundry, as it is much cheaper to maintain it than to use the services of other companies.
Loaders. They are needed both to perform the usual tasks of the hotel (receiving linen, food, household chemicals), and to help guests (delivering things to the room).
Economists. The more prestigious the hotel, the greater its profit. Therefore, management often recruits an entire economic department: personnel managers, marketers, PR people, accountants, and so on.
Support staff. In order to get ahead of their competitors, hotels often introduce additional services into their service. Therefore, it should not be surprising that some of them recruit massage therapists, fitness trainers, experienced guides, translators, and so on.

Features of working in the hotel business

The main feature of this work is that each employee is responsible not only for himself, but for the entire team as a whole. After all, any mistake falls as a dark stain on the reputation of the institution, thereby endangering all its employees.

In addition, work in hotels in Moscow, as, in principle, in any other large city, requires perfectionism. This is due to fierce competition, which allows only those institutions to survive, whose employees perform their duties to five plus.

In general, a lot depends on the specific place of work. For example, in some hotels, the staff is more than satisfied with the working conditions and salary, in others, on the contrary, no one stays for a long time. Therefore, experienced people are advised to thoroughly study the future place of work before going there for an interview. For example, you can find reviews of employees who have already worked there on the Internet and check them. But, of course, if we are talking about a presentable expensive hotel, then for the most part reviews of such establishments, as a rule, are more than positive.

Another important point is the knowledge of English. Now more and more employers indicate this item when Therefore, if you want to get a job in a prestigious hotel, then start learning a foreign language in advance.