Qualification requirements for the hotel administrator of a holiday home. Responsibilities and job description of the hotel administrator. What is a job description and its main goals

1. General Provisions

1.1. The hotel administrator belongs to the professional category.

1.2. Qualification requirements:
Average professional education without presentation of requirements for work experience or initial vocational education and work experience in the specialty for at least 2 years.

1.3. The hotel administrator should know:
- decrees, orders, orders, other governing and regulations higher authorities concerning the service sector;
- management structure, rights and obligations of hotel employees and their mode of work;
- rules and methods of organizing service for hotel visitors;
- types of services provided by the hotel;
- Layout of hotel rooms and utility rooms;
- rules for the maintenance of residential and other premises of the hotel;
- fundamentals of economics, labor organization and management;
- the basics of marketing and advertising organization;
- the basics of aesthetics and social psychology;
- legislation on the registration of citizens at the place of temporary stay;
- labor legislation;
- internal labor regulations;
- rules and regulations of labor protection.
- the basics of administration;
- ethics of business communication.

1.4. Appointment to the position of a hotel administrator and dismissal from office are made by order general director based on the hotel manager's view.

1.5. The hotel administrator reports directly to the hotel manager.

1.6. During the absence of the hotel administrator (business trip, vacation, illness, etc.), his duties are performed by a person appointed in accordance with the established procedure. This person acquires the appropriate rights and is responsible for the improper performance of the duties assigned to him.

2. Job responsibilities

Hotel administrator:

2.1. Carries out work on effective and cultural service of visitors, creating comfortable conditions for them in accordance with the current service standards.

2.2. Ensures the safety of material values.

2.3. Advises visitors on issues related to the services provided.

2.4. Takes measures to resolve conflict situations.

2.5. Accepts and informs the senior administrator or hotel manager of claims related to unsatisfactory customer service.

2.6. Provides cleanliness and order in the hotel and the surrounding area.

2.7. Monitors the observance of labor and production discipline by subordinate employees, rules and regulations of labor protection, requirements of industrial sanitation and hygiene.

2.8. Informs the senior hotel administrator about the existing shortcomings in the service of visitors, the measures taken to eliminate them.

2.9. Ensures the execution of the instructions of the enterprise management by the employees subordinate to him.

3. Rights

The hotel administrator has the right:

3.1. Request and receive from structural units information, reference and other materials necessary to perform the duties provided for by this Job Description.

3.2. To get acquainted with the documents defining his rights and obligations in the position held, the criteria for assessing the quality of the performance of official duties.

3.3. Submit proposals for improving the work related to the responsibilities provided for in this Instruction for consideration by the immediate supervisor.

3.4. Require the management of the enterprise to ensure organizational and technical conditions and the execution of the established documents necessary for the performance of official duties.

4. Responsibility

The hotel administrator is responsible for:

4.1. For improper performance or non-performance of their duties provided for by this Job Description, within the limits established by the current labor legislation of the Russian Federation.

4.2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.

4.3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

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The first person you see at the hotel is the hotel administrator. Always sweet and friendly, he will try to do everything in his power to make your vacation unforgettable and comfortable.

From the outside, it may seem that the duties of a hotel administrator are limited to just providing room keys and registering you in the database. To dispel this myth, let's take a closer look at the work of one of the main employees of the recreation complex.

Often the position of the administrator is called "receptionist". Translated from french this word means "door". The hotel specialist received this name because his workplace - the reception desk, is located in the immediate vicinity of the entrance, and he meets guests. This wording, of course, is not accurate, because the administrator in the hotel performs much more functions, based on his job description. So, he must provide smooth operation all hotel services, check the readiness of the room for check-in, check the availability of the necessary drinks and snacks in the mini-bar, coordinate the work of subordinates. In small hotels, the administrator is entrusted not only with the function of registering guests, receiving keys and valuables under protection (in the safe), but also preparing the number of rooms for check-in, informing guests about the main sights of the city and how to get to them.

One of the most important functions performed by the hotel administrator is booking rooms by phone, e-mail and other means of communication, monitoring the hotel's occupancy and fixing the absence of guests on the set day. Failure to keep track of the number of booked and occupied rooms can lead to an overbooking situation - in other words, guests will buy more rooms than are available in the hotel for free use.

Quite often, the hotel administrator receives booking requests additional services, first of all, it concerns the possibility of providing tourists with extra beds for children and adults or changing the room category. If possible, the room category can be changed while already living at the hotel by making an additional payment.

All questions, disputes and conflict situations the administrator of the hotel is also obliged to decide, within the framework of the powers assigned to him. Who, if not him, should make a decision about the complaint from the client, if he was not provided with a room booked in advance, services, if he had problems with payment.

For any hotel, profit is the main goal, so the hotel administrator is also responsible for controlling the departure of guests, during which the payment of all bills must be checked.

In order to correctly and accurately ensure the work of all services, the hotel administrator must know the rules for the provision of hotel services, the maintenance of premises, the rules for drawing up staffing table, hotel structure and other aspects. This knowledge is necessary in order to perform their work efficiently and professionally.

The position of “the face of the hotel” is important and responsible. Regardless of the situations and problems that occur in the hotel, a good mood, a smile does not leave the administrator, because the service sector is based, first of all, on hospitality.

Anyone can become an administrator of a hotel complex: it is necessary to undergo training at a university, technical school or courses in hotel management and have a colossal desire to work. Knowledge of foreign languages \u200b\u200bis encouraged, especially if the hotel is located in a tourist center with a large flow of tourists.

The administrator is one of the most responsible positions in the hotel. It is he who meets the guests and creates the first impression of the stay. The duties of the hotel administrator are not limited to work at the front desk, he gives instructions to the service staff, communicates with the guests and does everything possible for their comfortable stay.

Let's take a closer look at what qualities such a specialist should have, what he will have to do every day and where you can get an education that will allow you to start a career in this interesting profession.

Hotel administrator profession description

The hotel administrator combines several roles: manager, customer service specialist, secretary, manager of the supply department. This is hard work that requires communication skills, a positive attitude, stress resistance, the ability to show leadership skills and manage.

The rapid development of the international hospitality industry creates a constant need for professional administrators who not only know how to advise clients and issue keys, but also understand the intricacies hospitality.

Knowledge of several languages, high-quality education and work experience open the doors of such specialists to international five-star hotels and private luxury boutique hotels. They can work anywhere in the world, from small European towns to large resorts in the Caribbean.

Obligations of the hotel administrator

Let's start with the fact that the profession of an administrator obliges to know everything about the work of the hotel and the events on its territory. He welcomes and registers guests, monitors the delivery of luggage to the room, answers all questions that arise not only for guests, but also for the staff, checks out, informs about additional services and delivers correspondence.

What else does the hotel administrator do? He is responsible for creating home coziness and comfort for all guests. His area of \u200b\u200bresponsibility: booking rooms, monitoring the cleaning of vacated rooms, changing linen and light bulbs, the proper condition of swimming pools, bars and restaurants. In fact, this is the operational manager, on whose work the efficiency of the entire hotel depends.

To summarize, the administrator is responsible for:

• room reservation;
• check-in, accommodation and check-out of guests;
• payment of accommodation and financial reporting;
• communication with guests and potential clients;
• control over the quality of customer service;
• organization of the work of the hotel staff;
• resolution of conflict and force majeure cases.

Requirements for the hotel administrator

This profession requires attentiveness, resistance to stress, friendliness, tact, multitasking, and communication skills. Administrators need to know the psychology of people, be able to show soft skills and manage the team. Business acumen and workflow skills will come in handy. Knowledge of foreign languages \u200b\u200bis a must, and the more the better. It is important to look well-groomed, presentable and neat.

Additional requirements:

• education in the field of hotel business;
• work experience (internship);
• grammatically correct speech;

The rapid development of the tourism industry and increased competition have led to an improved customer experience. Therefore, hotels prefer to hire highly qualified administrators who have received specialized education, and have completed several internships during their training. So they get a competent professional and do not spend additional funds on retraining an inexperienced worker.

A high-quality education of a hotel administrator becomes not just a pleasant bonus, but a necessity and a requirement of the time.

The recognized leaders in hospitality education are Swiss schools and. Here, students from all over the world study hotel management in a variety of specializations: finance, HR, marketing. There are Bachelor's, Master's and Second degree programs. A person with any level of training and previous work experience will find a suitable training option. Le Roche and Glion alumni know all about the work of companies in the hospitality industry, internal business processes and the intricacies of working with clients. Learn more about training hotel management can be the official enrollment center - STUDIES & CAREERS.

The administrator is just the beginning! Having received higher education in Switzerland, you can work as a hotel manager, HR manager, development director or marketer. Take the first step and the whole world will open up for you!

The hospitality business is a promising area for investment and career development today. Almost all localities have their own hotels today. The modern pace of life involves regular travel for business or personal purposes. And once in an unfamiliar city, everyone is faced with the need to search for an accommodation option. That is why, if properly organized, hotel services are always in demand. How to start a career in this field and what are the responsibilities of a hotel administrator?

General information about the profession

The hotel administrator is a person who welcomes guests at the reception. The duties of this employee include registration of guests, making payments and organizing customer service. Depending on the size of a particular hotel and the organization of the work of the staff, one administrator or several at once can work in a shift. Accordingly, the set of duties of a specialist in this profile is changing. Today the tendency of improving the quality of service is relevant for the hotel business. In most hotels, one of the employees must be on duty in the lobby at all times. Its main function is to receive requests from guests already living in the complex and to accommodate new guests.

The main functions and duties of the hotel administrator

New guests enter the lobby of the hotel, the administrator must meet them warmly, offer free rooms for accommodation and tell about all additional services and services of the hotel. After that this employee registers guests, issues room keys and makes check-in. The duties of the hotel administrator include communicating with clients and meeting their requests. Typically, hotels have an internal telephone that guests can use to call the front desk and report any concerns and needs. Usually this is the order of some additional services, complaints about minor breakdowns in the room, requests to clean, wake up at a certain time, or, on the contrary, do not disturb. Often, the administrator is also responsible for the entire hotel management of the complex. This specialist can manage the purchase, is obliged to monitor the interiors and technical equipment of the complex and promptly inform the hotel director about all the needs of the institution.

Subordinate personnel

What is the responsibility of the hotel administrator, in addition to registering and advising guests, as well as organizing their service? Of this specialist can be confidently called a manager. Usually, even in small hotels, a certain number of employees are subordinate to the administrator. These are maids, janitors, electricians, locksmiths and other service personnel employed in the hotel staff. IN large complexes several administrators can work. This is very convenient, for example, if the hotel is multi-storey and there are more than 10 rooms on each storey. In this case, all ordinary (junior) administrators are subordinate to one senior, and each of them has a specific set of responsibilities. But collectively, the staff of front desk managers perform the same set of functions. The responsibilities of a senior hotel administrator include managing all subordinate employees and optimizing their work.

Personal qualities

The hotel administrator must be a good psychologist and be able to communicate. This specialist is obliged to find an approach to each client, be able to listen and resolve a variety of situations. Calm, balanced people will be able to make a career in this profession. Responsibility, the ability to quickly process information and make decisions are also important qualities that can help to perform the duties of a hotel administrator in a quality manner. Working in the hospitality business is fun, but it also comes with regular minor hassles. Therefore, resistance to stress and original thinking, which helps to quickly resolve various difficulties, will also help.

Education, skills and abilities

The duties of the hotel administrator, his functions make more demands on the personal qualities of the applicant than on the level of his education. However, it will not work to get a job in a large prestigious hotel chain without a specialized diploma from a university. You can also get this specialty in a specialized secondary educational institution. Many hotels hire applicants with higher and secondary vocational education in any profession. The most important thing is that at the interview, the candidate can prove that he is able to perform all the duties of a hotel administrator in a quality manner. Some employers have higher requirements for job seekers. This can be computer knowledge or fluency in foreign languages.

How to become a hotel administrator?

You can try to find a job in the hotel business with any education. A big plus for a job seeker is work experience in a similar position in any other field. For example, administrators of beauty salons, restaurants or entertainment complexes can always try to get a job in a hotel. Before submitting your resume for review or scheduling an interview, learn more about the hotel manager's job responsibilities for your particular establishment. Among the features of this profession, a specific schedule can be distinguished, because in many hotels the reception is open around the clock. In this case, administrators usually leave in shifts, in 2 or 3 shifts, respectively.

Any profession is interesting, complex in its own way, with its own characteristics. A prestigious, promising profession - hotel administrator. Any visitor to the hotel is met, first of all, by the administrator. By appearance the administrator, the impression from the conversation with him, is the first impression of the hotel and its employees.

Creating an image of a hotel is a responsible task for an administrator. The impression, of course, should only be positive. Of course, he must be executive, strictly fulfill the duties of an administrator. It is desirable that he had one more aspect, rather innate - charisma. The administrator must be able to present himself and the hotel from a very good side and leave a good impression.

In a large hotel there may be more than one administrator, usually several people take over the shift, because there must always be at least one employee at the reception. By the work of the administrator, those living in the hotel can judge the class and its respectability, so the owners are responsible in choosing a job seeker for a vacancy. Particularly careful selection is carried out if the hotel has premium rooms.

The main functions of the administrator are, in their essence, representative. Previously, inns were also a kind of administrators - their functions were usually performed by the owner. He received visitors, established his own rules at the inn and supervised their implementation.

The post of administrator is required in hotels, recreation centers, guest houses, etc. They are especially needed in resort cities, in which a large mass of people rest at the same time.

The sphere of tourism is constantly actively expanding, new hotels, mini - hotels, hostels appear.

Administrator requirements

The administrator must be educated, attentive, polite and responsive. He must be stress resistant and fair when dealing with conflict situations. It is imperative that you be an excellent psychologist, find an approach to each client, be able to listen carefully and help if necessary.

Growing up the career ladder can only be balanced, responsible people who know how to react quickly in a difficult situation. They must be able to quickly process a large amount of information received. Sociability, responsibility are the main criteria of the administrator.

In his resume, the applicant must indicate work experience in a similar position in a hotel or hotel. He must be, according to the job description, at least two years. It is advisable to provide a recommendation with previous place work.

Ideally, he should have the following qualities:

• sociability. He will be able to quickly and easily establish contact with guests, answer emerging questions in his competence;
• speech must be correct. Defects in diction, overly rapid pronunciation negatively affect the transmission of the required information;
• quick wits. In some situations, it is required to make a decision very quickly and only the right one is required. Moreover, it must necessarily be fair in a conflict situation;
• strictly fulfill all their duties. With all responsibility to treat document management, primary accounting;
• the ability to resolve conflicts. The ability to adequately perceive any situation. The skill of polite communication helps to smooth out any misunderstandings. The client should be satisfied in any situation, and the budget should not suffer;
• the willingness to temporarily combine the proposed and other position, to work overtime (in case the head does not violate the norms of the Labor Code).
• knowledge foreign language at a conversational level (most often English). This is important when talking with foreigners and increases the hotel's stardom;
• be able to use a computer;
• be familiar with office work;
• have the skills of competent telephone conversations, be able to briefly and clearly answer the questions posed;
• have a secondary or higher specialized education, undergo special training at a hotel business school, complete courses for hotel administrators.

The hotel administrator is a mid-level manager.

Regardless of the difficult situation, possible conflict, the administrator should always be calm, relaxed, cheerful and, most importantly, always remain friendly and fair. Ability to communicate - important quality administrator.

According to the job description, the main functional responsibilities administrator are as follows:

• carry out coordination in the work of the hotel, general control, guided by the rules of the hotel complex and legislation.

He must know the documentary base:

1. regulatory documents and labor legislation;
2. have basic knowledge of management;
3. clearly know their duties, rights, orders of the head and fulfill them;
4. principles of hotel business;
5. carry out directly the functions:
6. control and take direct part in economic activity hotels. He must monitor the rational use of financial resources, avoid unreasonable spending. Within the framework of their competence and qualifications, conduct reporting activities on costs;
7. systematize requests for booking rooms;
8. communicate with guests, take into account their wishes and comments;
9. in every possible way to promote a comfortable stay of guests;
10. carry out constant monitoring of the condition and readiness for delivery to the settlement of rooms (change of linen, cleaning, tidy appearance of the premises);
11. participate in the purchase of furniture, equipment and other accessories for rooms, taking into account their status;
12. monitor the integrity of hotel property that has material value;
13. monitor employees' compliance with basic standards labor discipline, and fire safety;
14. provide information about the hotel. It is necessary to inform clients about the services provided: about the availability of free rooms, about the services provided and their cost;
15. accept applications, monitor their implementation by subordinate employees;
16. advise guests on the rules of residence, give answers to emerging questions, accept requests for services, respond to comments.

When contacting by phone, it is important to indicate not only the address of the hotel, but also how best to get to it. Tell the guests about the most interesting memorable places, cultural institutions that tourists should visit:

• monitor staff compliance with their obligations to comply with the rules internal regulations... All personnel must carry out the work with full responsibility;
• resolve conflict situations regarding the level of service. Accept complaints from guests, promptly take measures to eliminate deficiencies. Each room has a telephone and the client can always contact the administrator and inform about his needs;
• make suggestions for improving guest service;
• coordinate the work of the hotel staff;
• responsibility for the coordination of actions in the work of all personnel;
• book hotel rooms;
• register, accommodate guests at the hotel, issue keys to rooms;
• work with documentation and correspondence;
• make settlements with guests, prepare reporting documentation;
• monitor the residence and compliance with the rules;

Administrator rights

The main powers of the employee are:

• familiarization with the solutions of the guest service manual;
• informing the management about emerging problems when communicating with visitors, about identified shortcomings, making specific proposals, eliminating them;
• making recommendations to improve service and service delivery;
• issuing various instructions to subordinate employees;
• control over the work of personnel in the performance of their direct duties in serving visitors
• constructive interaction with the manager for the normal performance of their functions.

The hotel manager can enlarge or shorten the proposed list. At the same time, the structure must indicate the place occupied by the administrator and his contacts for solving urgent or complex issues.

Administrator's responsibility

Most often, the administrator is responsible for the following:

• failure to comply with their duties, according to the job description;
• exceeding their powers;
• deliberate infliction of material damage.

For violation, punishment is provided in the form of deprivation of material and other types of incentives, possibly dismissal. Incentives can be in the form of payment of bonuses, payment for telephone services, various subscriptions. A system of penalties for repeated minor violations may be envisaged. Each offense must be considered individually and must not be violated by law. Usually, the employee has the right to accept tips from visitors.

What is the administrator guided by

In his work, the administrator is guided by:

• hotel charter;
• internal regulations that are spelled out in the organization's order;
• orders, orders of the head;
• job description of the administrator;
• general rules business etiquette;
• the hotel's work discipline.

When hiring, he must be familiar with all the current internal regulations and instructions of this hotel and confirm his familiarization with a signature.

Administrator job description

The main functions of the job description:

• structure of production activities;
• regulation of the administrator's activities.

With her help, the manager communicates his criteria, requirements, functional duties of the position.

It regulates the rights, requirements, duties of the administrator. It is required to evaluate labor activity, advanced training, decision-making on the further improvement of the employee. The main goal of the job description is competent personnel management.

It is important not only to read the instructions, but to follow them conscientiously and responsibly.

The job description should contain:

• hotel name, who approved and when, document (indicated at the top of the document);

The section "General Provisions" provides information:

• the category to which the employee belongs is indicated. The administrator is a specialist;
• who appoints and dismisses. Hotel director on the basis of an order;
• the person who can be appointed to the position;
• documents for management;
• rules and information you need to own.
• educational requirements.
• in the section "Job responsibilities" the responsibilities for personnel management are given, actions that must be performed without fail are indicated;
• in the section "Rights" the rights in the activity are indicated;
• the section "Assessment of work and responsibility" indicates how the assessment of activities is carried out, responsibility for not fulfilling the requirements of the instructions for his position;
• in the section "Relationships by position" it is indicated to whom the administrator is subordinate, with whom he resolves emerging important issues;

At the end of the instruction it is indicated:

• name of the manager's position;
• personal signature of the head (with decoding);
• a visa for an employee who is familiar with the instructions;
• visas of workers approving the document.

The instruction is developed by the head of the unit, who is obliged to coordinate it with a lawyer, head of the personnel department, head of labor protection. After making clarifications, amendments, additions, necessary signatures, the document must be approved by the head of the hotel.

Administrator salary

The salary of the administrator depends, first of all, on the region in which the hotel is located, on its prestige and the quality of the service provided to clients. The salary of a particular employee is determined by the level of his personal professionalism, the quality of his work and the amount of time worked for a particular month. On an average in the country, it is now about 30 thousand rubles.

Many hotels provide various additional payments in the form of bonuses, incentive bonuses, free useful services, for example, payment for food, telephony services, subscriptions for visits to gyms and cultural events are issued.

As in any other business, the better an employee performs, the higher his personal wagebut still the defining moment in this industry is the hotel's star rating and general level service of this hotel chain.

Conclusion

The hotel administrator is a popular profession, especially with the growing number of tourists. He is required in a hotel, hotel, hostel, at a recreation center, he meets guests who crossed the threshold of the hotel. Comfortable living depends on it. The specialty of the administrator is responsible, rather complicated, but interesting and exciting. You can communicate with so many interesting people different countries.

The administrator must have the characteristics inherent in the profession - the presence of charisma, an innate trait, and always be invisible to visitors. When really conscientious performance of their duties, according to the job description, there will be no complaints, no satisfaction from those living in the hotel.

If the administrator maintains the comfort and order in the hotel, coordinates all the work, and tells the guests about the services provided, attractions in the vicinity, then they will be satisfied. If he is always friendly and cheerful, sociable, then the guests will have a good mood. Many of them will want to once again be sure to visit their memorable sights and stay at a hotel with friendly staff.

For additional acquaintance with professional responsibilities for hotel administrators, you can watch the video, there are also the main regulations, which should be guided by the administrator at his workplace.