Job description of an employee of the reservation department. Reservation service (role, functions, characteristics) Requirements for a reservation manager

17.01.2022

Job description of the manager of the hotel reservation department [name of organization, enterprise, etc.]

This job description has been developed and approved in accordance with the provisions and other regulations governing labor relations in the Russian Federation.

1. General Provisions

1.1. The Reservation Department Manager belongs to the category of professionals and reports directly to the head of the reception and accommodation service.

1.2. The Reservations Manager is a person with [level of education] education with no work experience requirements.

1.3. The Reservation Department Manager is hired and dismissed from work by order of [the position of the head of the organization].

1.4. The Reservation Manager must know:

Foreign languages: [according to the regular clientele] within the scope of their work;

Culture of interpersonal communication;

Abbreviations accepted in the international tourist business / hotel industry;

Basics of labor legislation;

Rules and norms of labor protection;

Rules for the operation of means of communication.

1.5. The Reservation Manager must be able to:

Use modern means of communication (telephone, fax, copier, personal computer, etc.);

Store and retrieve information from the file system;

Prepare and organize work.

2. Job responsibilities

Booking manager:

2.1 provides the client with oral and written information about the placement and sale of rooms in the language of the client;

2.2 answers the client's questions within the scope of his work;

2.3 makes a preliminary reservation of places in the hotel by telephone, telex and fax;

2.4 conducts telephone conversations (incoming and outgoing calls, call forwarding, standby mode, receiving and sending telephone messages);

2.5 accurately receives and transmits information, checks the receipt of information by the addressee;

2.6 hands over cases at the end of the shift.

3. Rights

The reservation manager has the right to:

3.1 for all social guarantees provided for by law;

3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;

3.3 submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;

3.4 within the limits of its competence, report to the immediate supervisor on all shortcomings identified in the course of activities and make proposals for their elimination;

3.5 receive from structural divisions and specialists information and documents necessary for the performance of his duties;

3.6 sign and endorse documents within their competence;

3.7 involve specialists from all (separate) structural divisions of the enterprise in solving the tasks assigned to it (if it is provided for by the regulations on structural divisions, if not, with the permission of the head of the enterprise);

3.8 require the management of the enterprise to assist in the performance of their duties and rights;

3.9 improve their professional qualifications;

3.10 other rights provided for by labor legislation.

4. Responsibility

The Booking Manager is responsible for:

4.1 for failure to perform or improper performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation;

4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;

4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.

The job description was developed in accordance with [name, number and date of the document].

Head of structural unit [initials, surname]

[signature]

[day month Year]

Agreed:

Head of Legal Department [initials, last name]

[signature]

[day month Year]

Acquainted with the instruction: [initials, surname]

[signature]

[day month Year]

Posted On 02.05.2018

Job Descriptions

Open in WORD format

The job of a hotel manager is to organize the provision of guests with everything necessary for a comfortable and pleasant pastime in the hotel.

Hotel managers are responsible for the effective actions of staff in providing hotel services and creating conditions for a comfortable stay.

The hotel manager is fully responsible for the actions of the hotel staff. Within his competence and in accordance with the powers granted to him (by the owners of the hotel), he determines the price list policy, distributes finances between the structures of the hotel, gives permission to spend funds, sets standards for guest service, design of hotel rooms and premises, and carries out administrative and economic management of the hotel complex etc.

In small hotels, one manager usually manages the staff, who has the status of a general manager. However, in large ones, in addition to the general manager, the position of a resident manager may be introduced, who, although usually working 8 hours a day, as a rule, lives in a hotel (24 hours if necessary) in order to resolve any operational problems that require the intervention of the administration and to find solutions. to get out of critical situations.

In addition, as a representative of the administration, the resident manager oversees the daily activities of the hotel staff. In some cases, a hotel manager may combine the duties of both a general and a resident manager.

The general structure of a hotel might look like this:

Front Desk Service (FOM);

Hotel management service;

Cooking service;

Catering service;

Security and engineering services;

Sales and Marketing Service;

Other general services (financial, etc.).

This section provides job descriptions for managers of the reception and service of guests and catering services. The main activities of the reception and service of guests are: meeting and registering guests, resettlement, meeting the needs of guests, settlement upon departure, organizing the departure of guests and other duties related to the reception and service of guests. Catering service is the service of hotel restaurants, bars, cafes.

HOTEL MANAGER INSTRUCTIONS

1. The hotel manager belongs to the category of managers.

2. A person who has a higher professional (economic) education, additional training in the direction of "Management in the hotel business", work experience in the hotel business in managerial positions of at least

3. The hotel manager must know:

3.1. Law of the Russian Federation "On Protection of Consumer Rights", Rules for the provision of hotel services in the Russian Federation, other regulatory legal documents governing the implementation of hotel activities.

3.2. Civil, financial, tax, investment legislation.

3.3. The procedure for developing business plans.

3.4. Market methods of managing and financial management.

3.5. Basic principles of financial planning.

3.6. Fundamentals of management and marketing.

3.7. Basics of administration.

3.8. The order of maintenance, design of residential and other premises of the hotel.

3.9. Organization of material and technical support of the hotel.

3.10. The procedure for concluding and executing economic and financial contracts.

3.11. Hotel industry.

3.12. Functional and planning organization and material base of the hotel.

3.13. Economics, organization of hotel services and organization of labor.

3.14. Foreign language core clientele.

3.15. The procedure for compiling reports on the economic and financial activities of the hotel.

3.16. The theory of interpersonal communication.

3.17. Office work standards (classification of documents, procedure for registration, registration, passage, storage, etc.).

3.18. Software fundamentals.

3.19. Methods of information processing using modern technical means of communication and communication, computers.

3.20. Security systems and procedures.

3.21. Fundamentals of labor legislation, rules and norms of labor protection, safety, fire safety rules.

4. The hotel manager is accountable to the founders represented by

(general meeting; board of directors; other body)

5. During the absence of the hotel manager, his official duties are performed by the deputy(s) / assistant(s) appointed in accordance with the established procedure, who is responsible for their high-quality, efficient and timely implementation.

II. Job Responsibilities

Hotel manager:

1. Manages the financial and economic activities of the hotel in accordance with applicable law, bearing full responsibility for the consequences of decisions made, the safety and efficient use of the hotel's property, as well as for the financial and economic results of its activities.

2. Organizes the work and effective interaction of all hotel services, coordinates their activities, controls the quality and timeliness of the performance by the staff of these services of the tasks assigned to them.

3. Supervises the work of the hotel departments: reception and guest services, hotel fund management services, food preparation and catering services, engineering services, economic and other services, etc.

4. Participates in the development of the hotel's marketing policy, determines the standards for the provision and design of the hotel, standards for guest service, approves plans for advertising campaigns.

5. Leads the work of the hotel departments to develop models and ways to improve the quality of services provided, increase the number of visitors.

6. Approves long-term plans for all types of hotel activities, determines and approves the hotel's pricing policy (prices for a standard package of services, additional services).

7. Concludes contracts on behalf of the hotel for logistics (equipment, furniture, inventory, etc.), repairs of buildings, structures, premises of the hotel complex, other economic and financial contracts.

8. Provides the hotel with highly qualified personnel, takes a direct part in the selection of candidates for the positions of managers of the hotel departments, establishes requirements for them and responsibilities, concludes employment contracts with senior and middle managers, brings to their attention the basics of the hotel policy.

9. Analyzes customer feedback on the services provided by the hotel; economic performance of the hotel; efficiency of spending financial resources.

10. Reports to the founders on the economic performance of the hotel.

III. Rights

The hotel manager has the right to:

1. Act on behalf of the hotel, represent the interests of the hotel in relations with government agencies, local governments, legal entities and hotel customers.

2. Dispose of the property and funds of the hotel in compliance with the requirements determined by law, the charter (regulation), other regulatory legal acts.

3. Open settlement and other accounts in banks.

4. Make decisions on bringing employees to disciplinary responsibility in accordance with the law and local regulations, apply incentive measures, dismiss employees.

IV. A responsibility

The hotel manager is responsible for:

1. For improper performance or non-performance of their official duties provided for by this job description - within the limits established by the current labor legislation of the Russian Federation.

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.

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

Job description of the Manager

General Purpose of the Position

Organizes the work and ensures the economic efficiency of the hotel

General provisions
1. Subordination. The hotel manager reports directly to the hotel owner
2. Substitution. The manager of the hotel is replaced by the Deputy Manager
3. Recruitment and dismissal. The hotel manager is appointed to the position and dismissed by the order of the Hotel Owner
Job Responsibilities
1. Manages, in accordance with applicable law, the production, economic and financial and economic activities of the hotel, bearing full responsibility for the consequences of the decisions made, the safety and efficient use of the hotel's property, as well as the financial and economic results of its activities.
2. Organizes the work and effective interaction of all structural divisions and production units, directs their activities to:

improving the efficiency of the hotel
growth in sales of services
increase profits, improve quality and competitiveness
compliance of the services provided with world standards in order to conquer the domestic and foreign markets
ensuring the safety and maintenance of premises and property in good condition in accordance with the rules and regulations of operation, uninterrupted operation of equipment, landscaping and comfort
compliance with sanitary and fire safety requirements

Carries out control over the quality of customer service in accordance with the class of the hotel, accounting, distribution and proper use of residential rooms and vacant places, as well as compliance with the passport regime.
Ensures that the hotel fulfills all obligations to the regional and local budget, suppliers, customers and creditors, including bank institutions, as well as economic and labor agreements (contracts) and business plans.
Organizes production and economic activities on the basis of the wide use of the latest equipment and technology, progressive forms of management and organization of labor, reasonable standards for material, financial and labor costs, market research and best practices (domestic and foreign) in order to improve the technical level and quality of services in every possible way , economic efficiency of their production, economical use of all types of resources.
Takes measures to provide the hotel with qualified personnel, rational use and development of their professional knowledge and experience, creation of safe and favorable working conditions for life and health
Provides the right combination of economic and administrative methods of leadership, unity of command and collegiality in discussing and resolving issues, material and moral incentives to improve production efficiency, application of the principle of material interest and responsibility of each employee for the work entrusted to him and the results of the work of the entire team, payment of wages on time .
Resolves issues related to the financial, economic and production and economic activities of the hotel, within the rights granted to him by law, entrusts the conduct of certain areas of activity to other officials - the deputy manager, manager for AHO, the chef of the restaurant
Ensures the maintenance and timely submission of reports on the economic and financial activities of the hotel
Ensures compliance with the law in the activities of the hotel and the implementation of its economic and economic relations, the use of legal means for financial management and functioning in market conditions, strengthening contractual and financial discipline, regulating social and labor relations.
Protects property interests of the hotel in court, arbitration, public authorities and administration.

Qualification requirements.

The hotel manager must know:

Legislative and regulatory legal acts regulating the production, economic and financial and economic activities of the enterprise, resolutions of federal, regional and local government authorities and administration, determining priority areas for the development of the economy and the relevant industry
Prospects for the technical, economic and social development of the industry and the hotel; production facilities and human resources of the hotel
Technology for the provision of hotel services, rules for the provision of hotel services in the Russian Federation
Market methods of managing and managing a hotel
A system of economic indicators that allow the company to determine its position in the market and develop programs for entering new markets
The procedure for concluding and executing economic and financial contracts
Market conditions
Forms and systems of remuneration

Rights

The hotel manager has the right to:

The hotel manager has the right to give instructions to his subordinate employees and services, tasks on a range of issues that are part of their functional duties.
The hotel manager has the right to control the fulfillment of production tasks, the timely execution of individual orders by his subordinate services and divisions.
The hotel manager has the right to request and receive the necessary materials and documents related to the issues of his activities and the activities of his subordinate services and divisions.
19. Requirements for a hotel manager.
The hotel manager has the right to interact with other enterprises, organizations and institutions on production and other issues that are part of his functional duties.
The Hotel Manager has the right to get acquainted with the draft decisions of the Hotel Owner regarding the activities of the Hotel
The hotel manager has the right to propose for the consideration of the Owner proposals for improving the work related to the duties provided for in this Job Description.
The hotel manager has the right to submit for consideration by the Owner proposals for the appointment, transfer and dismissal of hotel employees, proposals for encouraging distinguished employees, imposing penalties on violators of production and labor discipline.
The hotel manager has the right to report to the Owner about all identified violations and shortcomings in connection with the work performed.
The hotel manager has the right to communicate with the press, transfer official information to other organizations as a hotel employee within the framework of the functions performed by position

A responsibility

The hotel manager is responsible for improper performance or non-performance of his official duties provided for by this job description - to the extent determined by the labor legislation of the Russian Federation.
The hotel manager is responsible for violation of the rules and regulations governing the operation of the hotel.
Upon transfer to another job or dismissal from office, the Hotel Manager is responsible for the proper and timely delivery of cases to the person entering this position, and in the absence of such, to the person replacing him or directly to the Owner.
The hotel manager is responsible for offenses committed in the course of his activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.
The hotel manager is responsible for causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.
The hotel manager is responsible for complying with applicable regulations, orders and orders to maintain trade secrets and confidential information.
The hotel manager is responsible for the implementation of the internal regulations, safety and fire safety rules.

Assessment indicators
1. Measured indicators:
2. Functional indicators:

Familiarized with the instructions:

200__
(signature) surname, initials

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hotel manager

The Reservation Manager is a specialist whose responsibilities include booking hotel services, as well as providing information to potential customers. Also, the booking manager is obliged to monitor compliance with all requirements and rules in the provision of hotel services.

A person who has a secondary specialized education, as well as work experience in the specialty of at least 1 year (or without it) can be appointed to the position of a booking manager.

Booking Manager Job Responsibilities:

Providing the client with written or oral information about available rooms (in the client's native language),

Advising the client on issues related to room reservations,

Making preliminary hotel reservations by phone, fax or e-mail,

Conducting telephone conversations, sending and receiving telephone messages,

Checking the receipt of information by the addressee.

For the position of a booking manager, a specialist with experience in this activity, as well as having certain characteristics, will be suitable. Such a specialist must be well versed in the field of hotel services and have information about competitors.

However, all this knowledge will be absolutely useless if the booking manager does not find a common language with potential clients. He must be able not only to speak beautifully, but also to be able to listen to the client. A friendly and polite conversation will help to establish a dialogue. In addition, the booking manager must be able to make a deal in time, convincing the client that the chosen option is the most profitable for the client.

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Conceptual diagram of the job of a general manager in a hotel

In order to better understand the essence of the work of general managers of hotels and develop a conceptual scheme for it, the American scientist Eddyston Nebel from Purdue University conducted a study of the effectiveness of the work of general managers of the ten best hotels in the United States with at least ten years of leadership experience. The smallest hotels selected for the study are internationally recognized luxury hotels with 400 rooms, while the largest are congress hotels with 2000 rooms.

Using the study, which was conducted with the help of a combination of observations of the subjects at the workplace, conducting a survey of the general managers themselves and heads of key departments, analyzing organizational and operational information from each hotel, the author compiled a picture of the work of general managers (Fig. 1.6).

Rice. 1.6. Factors Shaping the Job of a General Manager

The figure essentially depicts a model of factors that shape the work of general managers.

Booking service (role, functions, characteristics)

The role of the hotel reservation service cannot be underestimated. The speed of receipt of requests from guests and their processing depends on the operational work of this unit, therefore, the competitiveness of the hotel increases. The booking service is a link between potential clients from all over the world and the hotel. It provides an opportunity to cover a huge number of regions and offer hotel services to everyone. The efficiency of this service depends on the load factor and the expansion of the client base of the hotel.

The functions of the booking service include:

- receiving applications and their processing;
- drawing up the necessary documentation - check-in schedules for each day (week, month, quarter, year), maps of the movement of the number of rooms;
- Studying the demand for hotel services.

Service Feature:

In a hotel, the process of serving guests begins precisely with booking, which is understood as a preliminary order of places and rooms. Booking functions are carried out either by managers of the hotel reservation department, or directly by the reception and accommodation service. As a rule, a tourist or a businessman who does not want to face the difficulties of hiring temporary accommodation will definitely contact such a service and apply for a place or room reservation.

The software module, created to perform the function of booking hotel rooms, operates in the "confirmation / refusal" mode with reference to time within the framework of the general reservation system of the hotel chain or standalone operation.

Applications are accepted by phone, fax, telefax, by mail (letter or telegram), using computer reservation systems. Each application must contain the following information:

- date and time of arrival;
- Approximate date and time of departure;
- number of guests;
- room category (suite, apartment, economy class, business class);
- room services (bath, shower, TV, refrigerator, safe, mini-bar, etc.);
- catering services (breakfast only, half board, full board);
- price, (when specifying the price, it is necessary to determine exactly what the guest pays for - for the entire stay, for one day of stay, for each resident, for accommodation and meals only, for accommodation and breakfast)
- surname and initials of the person who will pay the bill (or the name of the organization);
- type of payment (cash, non-cash, using a credit card);
- special requests (pre-book a table in a restaurant, transfer, the ability to keep a pet in the room, etc.)

The organization applying for the reservation also indicates its details (name, address, telephone, fax, bank account number, etc.).

In the event that the hotel can provide its accommodation services, confirmation of the application must be sent to the organization. Otherwise, she must send a waiver.

The confirmation of the application is a special notification that the guest will be provided with hotel accommodation. Typically, the notice will include the confirmation number, expected guest arrival and departure date, room category booked, number of guests, number of beds, and other specific requirements. In order to once again clarify all the details of the accommodation, as well as to exclude the occurrence of controversial issues, it is desirable that upon arrival at the hotel, the guest has a notification with him.

Each application for booking and cancellation of the order is registered without fail. If a canceled order is not registered in time, there is a high probability that the number will remain unsold. One of the features of the hotel product as a service is the impossibility of storage. If the number remains unsold, then the potential income from such a service is lost.

In their activities, hotel companies often resort to guaranteed confirmation of applications. This means that they only confirm the booking after receiving the appropriate payment guarantees from the client in case the client arrives late or does not arrive at all. First of all, such guarantees are an advance payment of 50 or 100% of the cost of a daily accommodation or accommodation for the entire period, as well as information about the customer's credit card number.

The booking service is engaged not only in the collection of applications. But also studies the demand for hotel services at one time or another. In addition to seasonality, the level of demand can be influenced by cultural or sporting events taking place in the region. The political situation in the region where the hotel is located is also of great importance. It is no secret that during periods of political instability, the interest of tourists in the region is significantly reduced due to the inability to ensure the safety of their stay. Taking into account all factors, managers of the reservation department, together with the marketing department, plan the activities of the hotel.

Booking and sales manager

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(name of company)

APPROVE

JOB DESCRIPTION

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(Job title)

00.00.0000N000

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(signature) (initials, surname)

Booking Manager 00.00.0000

and sales

1. General Provisions

1.1. The Reservation and Sales Manager belongs to the professional category.

1.2. Recruited for the position of Reservation and Sales Manager

a person with higher professional education in the field of tourism

(tourism/socio-cultural service and tourism/tourism and sightseeing

___________________________________________________________________________

business/management of tourism and hospitality organizations/economics

___________________________________________________________________________

and management at enterprises of tourism and hotel industry)

without presenting requirements for work experience or secondary vocational

education in the specialty "Tourism" and work experience in the field of tourism

at least 3 years.

1.3. The booking and sales manager must know:

- ______________________________________________________________________.

1.4. The Reservation and Sales Manager in his activities is guided by:

Charter (Regulations) _______________________________________________;

(name of company)

- ____________________________________________________________________.

(other acts and documents directly related to labor

function of a booking and sales manager)

1.5. Reservations and Sales Manager reports directly to

_______________________________________________________________.

(name of the position of the head)

1.6. During the absence of the booking and sales manager (vacation, illness, etc.), his duties are performed by an employee appointed in the prescribed manner, who acquires the relevant rights and is responsible for failure to perform or improper performance of the duties assigned to him in connection with the replacement.

1.7. ___________________________________________________________________.

2. Functions

2.1. Carrying out marketing researches of tourist products.

2.2. Control over the implementation of tourist products and after-sales service.

3. Job responsibilities

The Booking and Sales Manager is responsible for the following:

3.1. He studies the conjuncture and development trends of the market of tourist products and tourist services.

3.2. It studies and analyzes the demand for tourism products sold, the needs of tourists.

3.3. Organizes the reception of requests from tourists, registration.

3.4. Organizes negotiations with tourists, harmonization of the terms of the contract for the implementation of the tourist product.

3.5. Organizes and provides tourist services: program of stay and travel routes; start and end date of the trip, its duration; the procedure for interacting with accompanying persons and obtaining additional services; prices for tourism products and services; the minimum number of tourists in the group; ways of informing tourists about the occurrence of circumstances that impede the fulfillment of obligations.

3.6. Ensures the conclusion of contracts for the sale of tourist products, the provision of tourist services.

3.7. Manages the booking and sale of travel tickets, hotel reservations.

3.8. Maintains the established documentation and prepares reports in a timely manner.

3.9. Organizes control over the implementation of tourist products and after-sales service, the fulfillment by the tour operator of obligations under the concluded agreements.

3.10. It studies the complaints and claims of tourists regarding the quality of tourist services, conducts a statistical analysis of complaints and claims, and takes measures to eliminate shortcomings in servicing tourists.

3.11. Instructs employees of the travel agency on the need to ensure the quality and safety of the tourism products sold and the individual tourism services provided.

3.12. ________________________________________________________________.

(other duties)

4. Rights

The Reservation and Sales Manager has the right to:

4.1. Participate in the discussion of draft decisions of the organization's management.

4.2. In coordination with the immediate supervisor, involve other employees in solving the tasks assigned to him.

4.3. Request and receive from employees of other structural units the necessary information and documents.

4.4. Participate in the discussion of issues related to the duties performed.

4.5. Require the management of the organization to assist in the performance of official duties.

4.6. _________________________________________________________________.

(other rights)

5. Responsibility

5.1. The Reservation and Sales Manager is responsible for:

For improper performance or non-performance of their official duties provided for by this job description - in the manner established by the current labor;

For violation of the Charter (Regulations) of the organization;

For offenses and crimes committed in the course of their activities - in the manner prescribed by the current administrative, criminal and civil legislation of the Russian Federation;

For causing damage to the organization - in the manner prescribed by the current labor legislation of the Russian Federation.

5.2. ___________________________________________________________________.