Where does hospitality begin? Composition of the hotel reception service The hotel reception service is sometimes called

The main functions of the reception department are registration of arriving guests, allocation of rooms, check-in and check-out of clients and provision of numerous additional services to them.

The guest service process can be divided into several stages:

1) reservation – pre-ordering places in a hotel;

2) reception, registration and accommodation of guests;

3) provision of accommodation services;

4) provision of additional services;

5) final payment and departure registration.

Reservation. The functions of the reservation service include: receiving applications for room reservations, processing them, as well as drawing up the necessary documentation (check-in schedule for every day, week, month, quarter, year). Based on the available data, the service compiles a card index of guests, maintains statistical records and provides data to the marketing department for further analysis.

Accepting applications can be carried out orally, by telephone, by telegraph, by telex, by mail, or by electronic reservation system.

Each application must contain the following details:

Date, day and time of arrival;

Date, day and approximate time of departure;

Services in the room (bath, shower, TV, refrigerator, etc.);

Catering services (breakfast only, half board, full board);

Price (when specifying the price, you should determine exactly what the client pays for: does it mean the price per room, per day of stay, per person, etc.);

Who will pay (last name);

Type of payment (cash or non-cash, payment through a company, credit card);

Special requests (book a table in a restaurant in advance, transfer, pet in the room, etc.).

Application processing. After receiving the application, a special form is filled out, after which the client is sent the receipt of the application or refusal. In this case, an application received orally or by telephone is sent confirmation in writing within one day. An application received by telex or telegraph is answered within a few hours, respectively by telex or telegraph. An application sent by mail is answered in writing and sent by mail within one to two days. After confirmation, each application is entered into the electronic booking system. If there have been any changes to the reservation, or the application has been cancelled, this is recorded by the service employees, for which special forms are also used. For convenience and clearer work, forms are used in different colors (for example: reservation application - white, changes in reservation - pink, cancellation - green or different sizes).

In their activities, hotel companies very often use guaranteed reservation of accommodation services, which implies the responsibility of the hotel for maintaining a free room for the guest until a certain time after the expected date of his arrival. In turn, the guest undertakes to pay for the reserved room even if it is not used, unless the cancellation procedure has been carried out.

Typically, a guaranteed reservation is provided after prepayment of accommodation services, which is carried out in the following ways:

· full advance payment for services;

· payment for services by credit card (the hotel blocks a certain deposit in the guest’s bank account, usually in the amount of payment for one night’s stay);

· advance deposit, which requires the client to pay a certain amount of money (the cost of one night’s stay) before his stay;

· guarantee of travel agents. In this case, the guarantor of the reservation is the travel agency, which in case of cancellation of the reservation is responsible for covering the costs;

· tourist voucher, which indicates the client’s prepayment of accommodation services to the travel agency.

When filling out the forms, it must be clearly indicated who and at whose request made the appropriate changes or canceled the application. All changes and cancellations are immediately entered into the electronic booking system and the guest is informed that the desired changes to the booking have been made.

The functions of the reservation service also include Maintaining a guest register. A special card is filled out for each guest after his stay at the hotel. Information about the guest is collected from all hotel services that had contact with him: floor services, restaurant, reception, etc. This information is then compiled and entered into a card, which is stored in the hotel archive. When the client checks in again, the reservation service gives instructions to all hotel services about his preferences and special wishes. This significantly improves the quality of service, as it allows the guest to feel in a familiar environment.

All documentation prepared by the reservation service is sent to the reception service for further work with it.

Rregistration. Upon arrival at the hotel, the guest must register. The standard information required at check-in is usually the same for all types of hotels. The full address includes information such as postal code, residential address, since many countries have cities with the same names. Commercial hotels often ask for the name and legal address of the organization. The expected date of departure of the guest is very important for registration. By double-checking a guest's departure plans, the front desk ensures accuracy in the room's future readiness for new guests.

The duration of the process depends on whether the guest has booked a room or not. Checking in with a reservation in hotels where automated accounting is organized takes a few minutes, because... Almost all the necessary information is indicated in the preliminary application. The administrator reconfirms the accommodation order, the guest signs the registration card, the payment method is agreed upon and a room is selected.

The registration process without a pre-order takes a little longer. The information that would have been received by the administrator as a result of the booking must now be obtained directly from the client himself and verified. If the guest's request cannot be fulfilled exactly, the administrator offers alternative accommodation options.

Upon registration, the client is issued an invoice for accommodation, which includes the room rate multiplied by the number of nights of stay, payment for booking services, payment for additional services that the guest orders upon registration, etc.

INclient's statement. Payment and check-out of departing guests are made at the hotel cash desk. At the cash desk, all expenses of the guest are credited to his account. The cash desk receives information from the reservation service about how payment will be made (voucher, cash, credit card)

The guest's account card records all bills issued to him for the use of various hotel services during the guest's stay at the hotel. Based on this information, upon check-out, the guest is presented with an invoice for payment, usually including room charges, breakfast (if not included), meals in the restaurant (if not paid on site), telephone, cable television (pay channels), additional services.

The client's check-out is recorded with immediate notification to other hotel services (information, telephone and housekeeping). After cleaning the room and preparing it for occupancy, the housekeeping service informs the accommodation service about this.

The first, strongest impression of the hotel as a whole largely depends on how the guest is received and how quickly the necessary formalities are completed. In this regard, the following requirements are imposed on the reception service:

• The reception service should be located in close proximity to the entrance to the hotel. In the case of a large hotel lobby, the character of the interior should orient the guest in the direction of the location of the reception desk;
• The reception desk should be clean and free of randomly scattered papers and unnecessary items;
• Reception staff must be of impeccable appearance and conduct themselves accordingly. You must only talk to guests while standing. Guests should not be kept waiting;
• Reception employees must thoroughly know all the information about the hotel (advantages and disadvantages of each room, prices, location and opening hours of all hotel services), attractions of the city and ways to get around it, schedules of transport, theaters, museums, etc.

Where does hospitality begin |

Kristina Gavrilenko

The reception service is one of the most important structural units of any hotel. Providing quality service largely depends on the professionalism of the employees of this department. They are the ones who interact with customers every day, forming their opinion about the hotel. No matter how well other departments function, if the client does not like the work of the reception service, the hotel experience will be spoiled.

Based on the comments of experts, we will try to figure out how to achieve optimal performance of the reception desk, what knowledge the staff needs and why some mistakes become classic

The main goals of the reception and accommodation service (hereinafter referred to as SP&R) coincide with the main “mission” of the entire hotel, which is to provide high quality service to guests. SPiR is the link between the client and other structural divisions of the hotel.

The primary tasks assigned to SPiR are:

Meeting, registering and checking out guests;
number distribution;
issuing room keys and monitoring their safety;
accounting for the movement of funds and services on the account of each guest;
collection of fees for accommodation, registration of payment upon eviction of a guest;
providing clients with various information services;
maintaining documentation, client database, working with mail and messages;
conflict resolution, etc.

In large hotels of the 4–5* level, the structure of the SP&R, as a rule, includes:

Head of SPiR (front office manager), his deputy;
duty administrators (receptionists);
night auditors;
guest relations manager; - telephone operators;
concierges; - butlers;
luggage carriers (bellmen); - pages (messengers);
doormen.

Often the structure of SP&R includes a reservation service (we have already talked about its work in one of the previous issues, cm."AG" No. 5–2011). However, some hoteliers believe that it is much more correct to classify this division as a sales department.

Welcome, dear guests!

One of the main tasks of SPiR is to organize a warm welcome for guests at any place of their arrival (airport, train station). For a high-class hotel, a sign of good form is the “tradition” of sending taxi drivers who have been cooperating with the hotel for a long time to pick up guests. Formally, the guest encounters SPiR employees before entering the hotel, where he is greeted by doormen and luggage carriers.

Then the next stage of the welcoming meeting begins - registration. “Despite the fact that this procedure is associated with certain bureaucratic issues, they play a huge role, at least from the point of view of the safety of guests. It is important that receptionists conduct check-in quickly, politely and efficiently,” notes specialist in standardization, certification and quality of the hotel operator Premier International Grigory Chernyak. According to generally accepted standards, the registration process should last no more than 5 minutes. In large hotels, chain hotels and for VIPs and loyalty program participants, simplified check-in and check-out procedures are provided (express check-in, express check-out).

“Some hoteliers are confident that guests can a priori understand the features of the hotel’s architecture and the technical equipment of the rooms. Actually this is not true. Some hotels have unique features. For example, in a building with complex architecture it will be difficult for a person to find his room on his own. In addition, there are things that are not intuitively clear (how to turn on the air conditioner, etc.), Georgy Chernyak continues to tell. - A thorough familiarization with the product, on the one hand, indicates a high level of the establishment, and on the other hand, it has practical significance, since the client will not get confused in anything. How does this happen? While the baggage handler or doorman escorts the guest to the room, he tells him where the restaurant, swimming pool, spa, conference room, etc. are located. In the room, the employee shows the minibar, air conditioning, safe, and explains the rules for using the equipment. As a result, the employee simultaneously promotes the hotel’s services and guides the guest.”
While a person lives in a hotel, the task of SP&R is to act as an intermediary between him and all structural divisions of the hotel. Thus, the guest is unlikely to want to bother himself with differentiating his needs. He will not look for highly specialized specialists (electricians, maids, etc.) to solve the problem. The client simply calls the administrator and explains what he needs. And he, in turn, will already know who to contact so that the guest’s desire is realized.

SP&R has another responsibility - to take care of what happens to the guest outside the hotel. There is a concierge service for this. Its main goal is to provide personal service to the client (organizing transfers, leisure activities, solving minor everyday issues). Often guests want something like this: fly on a pleasure helicopter, ride a yacht, go on a picnic, go to a fashionable performance, tickets for which are almost impossible to get... A qualified concierge will do everything to satisfy any client’s requests, even the most unusual ones. In this case, the employee must be guided by the principle “everything that is not prohibited is permitted.”

Of course, the organization of leisure activities should in no case interfere with the activities of the hotel and other visitors.

It should be noted that the success of concierge work depends not only on their efficiency, ability to quickly navigate a certain situation and find a common language with people. It is very important that staff have established contacts with various service partners: travel companies, excursion bureaus, car rental companies, event agencies, etc.

1. General Provisions

1.1. The reception and accommodation service manager belongs to the category of specialists.

1.2. Qualification requirements: higher professional education (hotel management, management of tourism and hotel management organizations, economics and management of tourism and hotel management enterprises) without requirements for work experience or secondary vocational education in the specialty "Hotel service" and work experience of at least 2 years.

1.3. The reception manager must know:
- laws and other regulatory legal acts of the Russian Federation in the field of tourism and the provision of hotel services;
- rules for the provision of hotel services;
- foreign language;
- theory of interpersonal communication;
- systems of reception and accommodation services;
- layout of reception and accommodation service premises;
- basics of scientific organization of labor;
- rules for using office equipment;
- methods of promoting hotel services;
- principles of maintaining a file system, text editors and spreadsheets for working on a personal computer;
- organizing the work of the reception and accommodation service;
- rules and procedures for the functioning of other hotel services;
- list of services provided by the hotel;
- security systems and safe storage of guests' valuables;
- types of depository cells;
- methods of dealing with customer complaints;
- theory of first aid;
- procedure for action in emergency situations;
- basics of physiology and pharmacology;
- rules and procedure for settlements with guests upon their departure;
- technology for interaction with other hotels, including transfer of reservations;
- security alarm systems and rules for working with them;
- basics of labor legislation;
- internal labor regulations;
- labor protection and fire safety rules.

1.4. Appointment to the position of manager of the reception and accommodation service and dismissal from the position are made by order of the general director upon the recommendation of the head of the reception and accommodation service.

1.5. The Front Desk Manager reports directly to the Front Desk Manager.

1.6. To ensure his activities, the manager of the reception and accommodation service is given the right to sign documents on issues included in his functional responsibilities.

1.7. During the absence of the reception service manager (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the corresponding rights and bears responsibility for the improper performance of the duties assigned to him.

2. Job responsibilities

Front Desk Manager:

2.1. Prepares workplaces and organizes the work of the reception and accommodation service.

2.2. Coordinates the work of service employees in meeting, registering and placing guests at the hotel.

2.3. Coordinates the work of storing and retrieving information from the file system.

2.4. Monitors the issuance and storage of room keys.

2.5. Coordinates the work of escorting guests to their rooms.

2.6. Organizes the transfer of information to guests.

2.7. Coordinates the storage of guests' valuables.

2.8. Works with complaints and claims from guests and makes decisions on them.

2.9. Provides first aid to guests in emergency situations.

2.10. Coordinates the work of service employees to carry out settlements with guests upon departure.

2.11. Transfers cases at the end of the shift.

3. Rights

The front desk manager has the right to:

3.1. Request and receive from structural units information, reference and other materials necessary to perform the duties provided for in this job description.

3.2. Take measures when discovering disciplinary violations of subordinate employees and report these violations to the head of the enterprise to bring the perpetrators to justice.

3.3. In agreement with the head of the enterprise, attract experts and specialists in the field of administrative and economic activities for consultations, preparation of opinions, recommendations and proposals.

3.4. Get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance of official duties.

3.5. Submit proposals for improvement of work related to the responsibilities provided for in these instructions for consideration by management.

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

responsibilities.

4. Responsibility

The Front Desk Manager is responsible for:

4.1. For improper performance or failure to fulfill one’s job duties as provided for in 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.

*This job description for the manager of the reception and accommodation service was developed on the basis of the Unified Qualification Directory of positions for managers, specialists and employees (section “Qualification characteristics of positions of employees of tourism organizations”, approved by Order of the Ministry of Health and Social Development of the Russian Federation dated March 12, 2012 No. 220n).

Buy books on HR administration

Introduction 3

1. Organization and technology of the reception and accommodation service

1.1. Organizational structure of the service 4

1.2. Operational service process 4

1.3. Reception and accommodation functions 6

1.4. The procedure for booking places and rooms at the hotel 7

1.5. Procedure for registration and accommodation of guests 14

1.6. Features of registration of tourist groups 17

1.7. Features of registration of foreign citizens 18

1.8. Documentation required to record the use of rooms 20

1.9. Types of settlements with residents 21

1.10. Rules for calculating payment for accommodation 23

1.11. Automated processing of data in the reception and accommodation service 24

2. SE NO "Hotel "Oktyabrskaya" building "Volzhsky slope"

2.1. General information about the hotel 28

2.2. Technical equipment of the reception and accommodation service 28

2.3. Service structure of the Volzhsky Escarpment Hotel 29

2.4. Room reservation 29

2.5. Procedure for registration and accommodation of guests 30

2.6. Documentation required to record the use of rooms 30

2.7. Rules for calculating payment for accommodation 31

Conclusion 32

Bibliography 33

Application

Introduction.

Tourism occupies an important place in the economy of modern Russia. One of the priority tasks of the Federal Target Program “Development of Tourism in the Russian Federation” is the formation in Russia of a modern, highly efficient and competitive tourist complex.

To successfully solve the variety of guest service tasks, personnel working in the field of tourism and hospitality need to acquire professional knowledge and constantly improve it.

Hospitality cannot exist without satisfying primary human needs, such as sleep, food, rest. In this regard, the most logical definition of a hotel is:

Hotel is an enterprise that provides services to people outside the home, the most important of which are accommodation and food services.

The essence of providing accommodation services is that, on the one hand, special premises for living are provided, and on the other, services that are performed by employees, therefore, the hotel staff is an important link in creating a customer experience. And since the guest, first of all, comes into contact with the reception and accommodation service, it is necessary to have good employees in this service.

The main functions of the reception service are: hotel reservations, registration and accommodation of tourists, processing of payments upon departure of the guest, provision of various information. In order to become a highly qualified hotel and tourism business manager, it is necessary to clearly understand these functions.

The main goal of the author’s work is to study the organization and technology of the reception and accommodation service. To do this, you need to complete a number of tasks. Firstly, study the activities of the reception and accommodation service, secondly, study the organizational structure of the service, thirdly, study the documents that SPiR employees work with.

Organization and technology of the reception and accommodation service.

1.1 Organizational structure of the service.

The organizational structure of a hotel enterprise is determined by the purpose of the hotel, its category, the size of the room stock, location, specifics of guests and other factors. It is a reflection of the powers and responsibilities assigned to each of its employees.

Composition of the service: deputy director (manager) for accommodation, administrative service, receptionist, mechanized payment operators, passport and information desk workers, doormen, porters, security service, etc.

Approximate diagram of the reception and accommodation service.

1.2 Operational service process.

The process of serving guests in hotels of all categories can be represented in the following stages:

Pre-order hotel rooms (reservation);

Reception, registration and accommodation of guests;

Providing accommodation and food services (room cleaning);

Providing additional services to residents;

Final payment and check-out.

Pre-ordering of places, registration upon check-in, payment for accommodation and services provided, check-out takes place at the reception and accommodation service, where the duty administrator, receptionist, cashier (mechanized payment operator) and passport attendant work. In many hotels in the Russian Federation this service has the English name “Reception”.

Services to residents can be provided by hotel staff (service and room service) and personnel of other enterprises (trade enterprises, hairdresser, medical center, etc.) located in the hotel.

According to the “Rules for the provision of hotel services in the Russian Federation” No. 490, “the contractor must ensure round-the-clock registration of consumers arriving at and departing from the hotel.” Therefore, the work of the reception and accommodation service has a shifting nature. According to the selected shift operating mode, the number of service employees is determined.

The hotel has different operating hours. There is a staff work schedule every three days, this work schedule has a number of advantages: time is saved on shift transfers, the receptionist has the opportunity to study the guests, which plays an important role in safety. But in general, this model is considered inappropriate, which is associated with great responsibility and emotional stress on employees. Service standards require greeting guests and this is physically difficult. Abroad and in many Russian hotels, the work shift is 8 hours: day shift from 7 to 15 hours, evening from 15 to 23 hours, night shift from 23 to 7 hours. Often they use an inconsistent schedule, which involves being late at work until 15:30, and leaving the evening shift 30 minutes earlier, i.e. at 14:30. Thus, day and evening shift employees work together for an entire hour. This way of working creates the possibility of a smooth transition from one shift to another, otherwise called “seamless service”. During shift periods when two shifts are working simultaneously, it is very effective. test takers have the opportunity to fully convey information both orally and in writing in the shift handover log. Sometimes an additional work shift from 6 a.m. to 2 p.m. may be required to relieve the day shift if a large number of guests are expected to move in or out.

In large hotels with a Western management style, the day and evening shifts include a senior administrator (shift supervisor), a receptionist, a cashier, a concierge, a telephone operator; the telephone operator’s workplace may be located in the hotel premises.

The night shift consists of an administrator on duty, one or more night audits and operators.

1.3 Reception and accommodation functions.

The reception and accommodation service is the first department that a guest encounters when arriving at the hotel. The impressions received from this acquaintance largely shape guest reviews of the quality of service as a whole.

The main functions of the service are:

Allocation of rooms and accounting of available places in the hotel;

Greeting the guest and completing the necessary formalities upon arrival and departure;

Issuing invoices and making payments to guests.

The job responsibilities of reception workers, as well as the skills and knowledge required to perform them, are defined by the professional standard. (Annex 1)

Starting work administrator must review the logbook containing the records of the previous shift. This log records information about what happened during the shift, about the needs of guests who contacted the service during this period of time, but were not satisfied for some reason. Before starting work, you must also review information about the availability of available places and applications for the current day. Based on the documents discussed in the following sections, the administrator keeps records of the use of the room stock.

The reception and accommodation service must ensure maximum occupancy of the hotel, avoiding unnecessary downtime.

When registering and checking out, payments are made for hotel accommodation and additional services. Upon check-out, they check the guest's account, clarify all his expenses during his stay and accept payment. Check-out controls are very important to prevent guests from leaving who have not paid their bill.

Receptionist is responsible for storing and issuing room keys to residents upon presentation of a business card. In addition, guests often contact the front desk to obtain information or other services.

Mechanized payment operator (cashier) controls the timely payment of all types of services, receives payment for accommodation in cash and prepares cash calculations for the accounting department.

Passport office worker checks passport data, the correctness of their entry into the registration card, controls the validity of visas, issues passes based on passport data.

1.4 The procedure for booking places and rooms in a hotel.

Booking – pre-order hotel beds and rooms. Guest service begins with this process. Room reservations are carried out by managers of the reservation department or reception service. It is these departments that receive reservation requests from clients. In addition to the formal collection of applications, the reservation department must study the demand for hotel rooms. Studying the hotel's many years of experience, taking into account the plan of events that will take place in a given region (sports competitions, carnivals, conventions, festivals, etc.), forecasting the demand for places and analyzing the occupancy of rooms in the past and present periods, the hotel reservation team, together with The marketing service plans the hotel's activities.

Hotel occupancy depends on the season, business activity in the area, economic and political situation. During times of political instability, tourists' interest in the area decreases due to the inability to ensure a safe stay. During peak season, the hotel may accept double bookings.

Double booking– this is a confirmation of the future provision of hotel rooms to two clients at the same time on the same date. By choosing this path, the hotel takes a risk. Of course, it is possible that one of them cancels the application some time before arrival or simply does not arrive on the appointed day. Then the risk turns out to be justified. But if both clients arrive at the hotel, then the one who arrived earlier gets the place. To satisfy another client, you can redirect him to another hotel, but the guest’s consent to change the hotel is required.

It is advisable for both the hotel and the guest that rooms are booked in advance, and the sooner the better.

According to the “Rules for the Provision of Hotel Services in the Russian Federation”, “the contractor has the right to enter into an agreement for the reservation of places in a hotel by drawing up a document signed by two parties, as well as by accepting an application for reservation through postal, telephone and other communications, which makes it possible to reliably establish that the application comes from consumer".

If an organization regularly uses the services of a hotel, then it is more profitable for it to conclude an agreement for a certain period. In this case, the organization is assigned its own serial number and, subject to the terms of the contract, the hotel provides accommodation for tourists sent by this organization. Currently, many travel companies are seeking to conclude an agreement with a specific hotel.

For travel companies that regularly supply clients, the hotel sets discounts on accommodation, food and some services.

The agreement between the hotel and the travel company states: within what timeframe an application for tourist accommodation must be submitted, when and how payment should be made. Very often, a reservation resembles a rental, since it is carried out for a long period, possibly affecting several rooms and even floors.

There are several ways to book a room or place in a hotel: written, oral and computer.

The client sends an application letter to the hotel by mail or fax. (Appendix 2)

The same request can be made at the hotel in the reservation department. Working with applications requires a lot of attention.

Each booking request and cancellation must be recorded.

If reservation managers do not cancel the order in time, the room may remain unsold until the error is discovered. Only an application on company letterhead can serve as confirmation of payment for the ordered number.

The application of the organization that reserves the room must include the details of this organization (name, address, telephone, fax, bank account number).

In any case, the application must contain the following information: number and categories of rooms; length of stay at the hotel; names of visitors; form of payment (non-cash or cash, details of the paying organization).

The application is registered (assigned a registration number) and confirmed or denied in the same way in which the application was received, by sending a booking confirmation letter. (Appendix 3)

When making a telephone reservation, it is very important to pay attention to the client, since the impression from this conversation will determine his attitude towards the hotel as a whole. It is important for the client how long he will wait for an answer, since according to standards, the phone should be picked up after a maximum of five rings.

An employee who has information about the hotel's occupancy should answer the phone. Hotels that accept reservations for rooms by telephone have developed special forms. You should only make notes in the required columns, and not write down the entire application.

The same forms may be in a special section of the reservation department computer.

For telephone bookings, written confirmation is required.

Computer booking method opens up great opportunities for hotels and clients. Computer reservation systems are known in world practice: a corporate reservation network unites hotels included in the chain, another reservation network unites independent hotels not included in the chain.

When booking online, reservations can be made at a hotel located in another city or even in another country. The advantage of the automated network is that the reservation can be forwarded to any other hotel in the chain located in the same city.

You can book a hotel room via a computer network by phone. The dispatcher contacts the hotel via a computer network and finds out the possibility of booking. This method is not very convenient, as it requires a lot of time to find out the conditions for booking and accommodation.

There are two more options for booking using a computer: the hotel has its own Internet page or is a member of one of the Internet booking systems (Academservice, WEBInternational, NoteBene, etc.). The shorter the response time to a received order, the higher the effectiveness of this method of attracting customers. The speed of sending confirmation largely depends on the degree of automation of the processing of incoming applications and on the clarity of interaction between the hotel and the agent.

Proper organization of information exchange between these two links makes it possible to reduce the time the client receives confirmation to a minimum (ideally, the so-called online confirmation should take no more than 7 seconds, which is rare in Russian practice).

By connecting the hotel automated control system and the Internet booking system, the hotel and the agent are able to quickly exchange information about the available rooms, the room categories and services offered by the hotel, as well as current rates, discounts, special programs for guests, etc. Having the opportunity to update tariffs as often as desired, the hotel, in turn, will be able to maintain a more flexible pricing policy and adequately respond to demand.

In this system, booking occurs as follows. The client goes to the WEB site of the Internet booking system and gets acquainted with the booking rules. Next, he chooses a hotel. After making sure that there are available rooms and filling out the required information fields, he sends the order to the system by e-mail. The system automatically processes the order (except for non-standard cases) and sends a preliminary confirmation with the conditions for making an advance payment, and the client is added to the waiting list. After receiving the appropriate guarantees (advance payment, letter of guarantee, etc.) from the client, the latter receives final confirmation from the agent. A copy of the final confirmation is sent to the hotel. Here the reservation is entered into the loading schedule and then automatically changed. If the hotel has its own page, responding to incoming requests is a function of the hotel's reservation service.

In this case, the interaction procedure is as follows. The client goes to the Internet booking system website and reads the booking rules. Next, he selects a room and, after making sure there are available rooms and filling out the necessary information fields, sends the order directly to the hotel by e-mail. The system automatically processes the order (except for non-standard cases) and sends a preliminary confirmation with the conditions for making an advance payment, and the client is added to the waiting list. After receiving the appropriate guarantees (prepayment, letter of guarantee, etc.) from the client, the latter receives final confirmation of the reservation from the hotel. The reservation is entered into the loading schedule, followed by an automatic change in the status of the room stock.

The Internet makes it possible, without leaving home, without intermediaries, to obtain the necessary information about the hotel and see how the rooms are decorated.

When making a telephone or computer reservation, there is a risk that the reservation will suddenly end and a client who has not received confirmation may arrive to check in and not receive a room because there are no available seats.

Based on requests, the reservation department can draw up a long-term hotel occupancy plan for a certain period (year, month, week) and a occupancy plan for the current day.

The reservation department must constantly interact with the reception service, which provides information about the occupancy of rooms at the current time. If the load report is not compiled correctly, then managers may make the wrong decision regarding load forecasts. And when a room remains unsold, it reduces the hotel's revenue.

A reservation confirmed by a special notification sent by the hotel to the client is called confirmed. It takes some time for the reservation notification to reach the customer by mail or fax before confirmation of the reservation is received. Typically, the confirmation will include the booking reference number, the guest's expected arrival and departure dates, the type of room booked, the number of guests, the number of beds required, and any specific guest requirements. The client takes this confirmation with him to the hotel in case of any unforeseen situations. But such confirmation is not always a guarantee for the client, because there are rules: if the guest does not arrive before 18:00, the reservation is canceled if this is necessary for the hotel.

Guaranteed reservation– this is a reservation with a special confirmation from the hotel that it guarantees the client the receipt of the reserved room. Such confirmation is necessary if there is a possibility that the guest may arrive at the hotel late; the guest's credit card number is recorded when booking, which guarantees payment even if the guest is late. Under these conditions, the room remains vacant until the guest arrives. The convenience of a guaranteed reservation is that the guest will try to cancel the order if he sees that he will not be able to use it. With such confirmation, the hotel has an accurate picture of the availability of rooms.

Another form of guaranteed reservation can be a deposit (advance) payment. In some situations (for example, during the height of the holiday season), in order to avoid vacancy of rooms due to the no-show of an expected guest, the hotel may ask for an advance payment of the cost of accommodation for one day or even the entire stay. Prepayment is also required when placing a tourist group. This is also a way to combat “no-shows”.

According to the “Rules for the provision of hotel services in the Russian Federation”, if the consumer is late, in addition to the reservation fee, he is also charged for the actual downtime of the room (a place in the room), but not more than one day. If you are late by more than a day, the reservation will be cancelled. If the consumer refuses to pay for the reservation, his/her accommodation at the hotel is made on a first-come, first-served basis.

The “Rules for the provision of hotel services in the Russian Federation” do not stipulate the amount of payment for a reservation. It is installed by the hotel administration. Typically, individual tourists are charged 50% of the room or room rate. For tourist groups there are discounts for bookings, accommodation and even some services. The size of the discount depends on the number of people in the group and length of stay. On average, 25-30% of the tariff is charged for booking seats for a tourist group.

1.5 Procedure for registration and accommodation of guests.

The next part of the operational process - check-in - consists in turn of meeting, registration, handing over the key, and escort to the room.

Two types of meetings are possible: at the airport or at the train station (at distant approaches); near the entrance to the hotel or in the lobby (on the nearest approaches).

Meeting at distant approaches allows you to get to know the guest before arriving at the hotel, draw up or adjust the service program, tell about the hotel and the services provided. Such a meeting is agreed upon when booking. In high-end hotels, guests are greeted by a doorman who greets them at the entrance. Guests arriving by car are helped to open the car doors and get out of it, and, if necessary, explains the rules for parking vehicles at the hotel. The doorman also assists in unloading luggage from the car and delivers it to the reception service. Under no circumstances should the client's luggage be left unattended.

In small hotels, the guest approaches the reception desk, where he is greeted by the administrator. The receptionist should let the guest know that he has been noticed. You need to greet the client with a greeting. If the client comes to the hotel not for the first time, then it is advisable to address him by name, this will make a positive impression. It wouldn’t hurt to ask how long he was on the road, but you shouldn’t delay asking questions, since accommodation formalities have a time standard: 8 minutes. – individuals, 15 min. – group up to 30 people, 40 min. – group from 30 to 100 people.

The first impression of communication with a receptionist plays a big role in the guest's overall assessment of the hotel. Everything is important: attention, smile, posture, gestures, timbre of voice, posture. The guest should be given a warm and welcoming welcome to show the guest how important he is to the hotel.

The rule for many hotels is that the receptionist stands behind the desk rather than sitting. By this he emphasizes his respect for the guest.

The registration process differs in hotels of different categories in terms of time and quality of service, but the information about the guest is the same everywhere. In hotels that have an automated system, check-in is very fast.

There are two types of clients who arrive for registration. Some of them had booked hotel rooms in advance, others had not. Checking into a hotel for clients with reservations in automated hotels takes a few minutes.

When pre-ordering, customer data is already known from the booking application. The administrator specifies the application number, selects the required module in the computer system and registers. The guest is only required to sign the registration card.

The check-in process for guests without prior reservations will take longer. In this case, the administrator takes into account the nature of the accommodation required by the guest.

In addition, in the process of communication with the guest, you need to discuss issues such as the cost of the room, terms of accommodation, and payment procedures. During this discussion, the hotel employee, knowing the basics of psychology, asks other questions that allow us to judge the guest’s solvency. It is normal for most hotels to ask the guest to show his credit card, which is a kind of guarantee of his solvency. If the client is the owner of a gold card from one of the leading credit companies, such as American Express, Visa or MasterCard, this is quite enough not to worry about payment.

According to the “Rules for the provision of hotel services in the Russian Federation”, “the contractor is obliged to conclude an agreement with the consumer for the provision of services. An agreement for the provision of services is concluded upon presentation by the consumer of a passport, military ID, identity card, or other document drawn up in the prescribed manner and confirming the identity of the consumer.”

If confirmation of accommodation is received, the guest fills out a registration card (questionnaire) of Form 1-G, which is an agreement between the Contractor and the Consumer. (Appendix 4) In the questionnaire, the guest indicates the address of his permanent place of residence, the address of the organization paying for the stay (if payment is made by a third party) and the type of payment (cash, credit card or check).

The hotel application form must be filled out in duplicate. The hotel submits one copy to the passport and visa service of the internal affairs department, the second copy is stored in the hotel’s passport office.

The form must be filled out without errors.

Having filled out the form, the guest signs it, thereby concluding an agreement with the hotel confirming the type of accommodation, duration of stay and room price.

After the guest has filled out the form, the administrator checks the details of the form and the guest’s passport, enters into the form the number of the room in which the guest will live, the date and time of arrival, and signs it. Next, the administrator issues a settlement permit - a document giving the right to occupy a room or place in the room. (Appendix 5) The check-in permit must be issued in two copies (for the cashier and the receptionist or the floor attendant in the file cabinet to control timely check-out).

After payment, the guest receives a second copy of the invoice - a document according to which he makes payment for accommodation and services provided. Upon registration, the guest is issued an invoice for accommodation in Form 3-G. (Appendix 6) It includes the rate of the room or place multiplied by the number of days, payment for the reservation, payment for additional services that the guest orders upon registration and various hotel fees.

The administrator fills out the guest card form 4-G - a document granting the right to enter the hotel and receive a room key. (Appendix 7) The guest card is always issued in one copy and must contain the following data: guest’s last name, room number and length of stay.

Many hotels use the guest card as an advertising tool. It may contain information about the location of the hotel and the transport that can be used to get to the hotel, as well as information about the work of auxiliary and additional services: location, opening hours.

Upon completion of registration, the bellhop or bellman escorts the guest to the room, helping with luggage.

During check-in, luggage of those arriving at the hotel is located in the lobby. In large hotels there is a special room where luggage carriers bring guests' belongings. To identify luggage, it is convenient to use coupons on which the owner’s name is written, and after check-in the room number is entered. Such a coupon is issued by a doorman or luggage carrier when a guest enters the hotel, thus simplifying the work of luggage carriers. If there is no coupon, then the guest points to his luggage, shows permission to check in, where the room number is written, and the carrier carries the luggage to the room. In the room, he shows the guest how to use the equipment and tells the safety rules.

1.6 Features of registration of tourist groups.

Pre-ordering seats makes it possible to prepare rooms for check-in in advance and plan the work of administrators and luggage carriers. On the eve of the group's arrival, the administrator fills out a card for preparing and checking into rooms (reservation card). (Appendix 8)

When a tourist group checks into a hotel, its leader presents to the administrator the direction of the travel company (a document confirming the right of residence of this group in the hotel and guaranteeing that payment has been made) and a list of the group, drawn up in accordance with the requirements of the passport regime.

The administrator reports the room numbers that are reserved for this group. Tourists from the group are usually accommodated in double rooms, the group leader - in a single room. All tourists fill out forms; in the column the purpose of arrival should be written - tourism. The administrator fills out a group permit for settlement by bank transfer, which indicates the numbers of the rooms in which tourists will live.

The administrator issues a guest card to each guest. An invoice for accommodation is not issued upon group registration, since payment is made by bank transfer.

Very often, travel companies give tourists tags with luggage numbers along with their travel vouchers. The number on the label corresponds to the tourist’s serial number in the group list, which is kept by the group leader. After comparing the numbers on the luggage and the group list, the carrier determines the room number and delivers the luggage there.

Often, in order to avoid paying for another day of accommodation, tourists vacate their rooms and put their luggage in a storage room. But the group retains one “headquarters” room for tourists to relax.

1.7 Features of registration of foreign tourists.

Entry into the Russian Federation requires a visa.

Visa - this is a special government permit to enter, exit, reside or transit through its territory.

The permit may be stamped on your passport or may be a separate document (for example, a group tourist visa).

There are types of visas: single-entry and multiple-entry; individual and group; student; entry, exit, transit, etc.

Since August 1, 1997, the following categories of visas have been valid: diplomatic (DP), service (SL), ordinary (OB), tourist (TO). Visa coupons are pasted into the national passport of a foreign citizen.

To carry out border control, foreigner arrival/departure cards are provided, which are attached to the national passports of foreign citizens. A mark on registration of stay on the territory of the Russian Federation is made on the reverse side of the page of the national passport on which the visa is pasted.

Upon arrival at the destination, the entrant is required to present his passport for registration within 3 days, excluding holidays and weekends.

In order for a hotel to have the right to independently register foreign citizens, it must obtain a license for international tourism activities.

During check-in at the hotel, the administrator pays attention to the validity period of the visa, enters the guest’s registration number, the name of the hotel and the date of registration on the visa. In some hotels, foreign citizens do not fill out the form. A foreigner’s bill includes a state fee of 20% of the minimum wage if this is the first registration point after crossing the border.

There is no fee for a diplomatic visa. Every day the hotel submits a report to the passport and visa service on the number of registered citizens with notifications about payment of the state fee.

When registering accommodation, the administrator fills out the “Registration Card for a Foreigner” in two copies, a copy of the passport and visa is taken and sent to the OVIR. Registration of foreign citizens is kept in a journal, which must be numbered, sealed and signed by the director. Must be kept in the hotel for 3 years from the date of the last entry. A foreign citizen is issued a guest card and an invoice.

The registration log of foreign citizens, Form 2-G, contains the following information:

Registration number (the same number is on the registration stamp on the visa);

Date and time of registration;

Passport details;

Entry checkpoint;

Route and name of the organization to which he arrived;

Room number;

Valid term of a visa.

1.8 Documentation required to record the use of rooms.

In addition to the documents that are handed over to the guest, the administrator fills out documents for internal use. In automated hotels, all these documents are generated automatically after the guest’s data is entered during registration.

In hotels where documentation is filled out manually, the main document for recording the use of room stock is still the room stock movement sheet. (Appendix 9)

The administrator on duty works with this document when checking in guests, as it reflects all available places and rooms. In the first part of the table, the seats that were free at 00:00 of the current day are recorded; in the other part, the administrator records the seats that are vacant during the current day. The sheet begins to be filled out by one administrator on duty at 00:00, and is completed by another administrator at 24:00 of the same day.

On the floor, the floor duty officers or the head of the section fill out the list of residents on the floor (checkerboard). (Appendix 10) There are several types of this document. According to the checkerboard, the person on duty on the floor draws up a daily cleaning order for rooms, indicating the type of cleaning and the maid who will carry it out.

In some cases, an extra bed or folding bed may be added to the room. This happens when there are no rooms in the hotel or if tourists want to stay in one room, but the hotel does not have available multi-bed rooms. An extra bed is also provided for a child if the guest so desires. Payment for an additional bed is made in the amount of 50% of the main bed in a standard room and 100% in a higher category room.

But not all hotels have such an additional service. High-end hotels have rooms with beds for children or sofas in multi-room suites.

During your stay, it may be necessary to change your room. This happens at the request of the guest, if he did not like the room for some reason (noisy, the view from the window is not good enough, a relative came, etc.), or due to business needs (equipment problems that could not be fixed, etc.) . When transferring a guest to another room, you must obtain permission and make a note in the form and other documents about the room change. If the new room is more expensive, then the guest is issued an invoice for the additional payment. If the room is cheaper, the hotel will reimburse the difference in payment.

1.9 Types of settlements with residents.

Hotels use two types of payments - cash and non-cash (transfer of money to the hotel account). High-end hotels accept credit cards as non-cash payments. Individual tourists pay with them. The reservation request indicates the credit card number, name of the payment system and card expiration date. To make payments using plastic cards, you must have special equipment: an imprinter or an electronic terminal.

There are electronic keys, which are also a means of payment in all retail outlets of the hotel.

Credit card - a plastic card or plate used by a client of a bank or other financial institution, within the established limit, to borrow cash to purchase goods and receive services on credit. It contains the name of the owner, a sample of his signature, the number assigned to him and the validity period of the card. Routine information about the client and his account number is encoded on a magnetic medium or in the form of holes punched in a certain order on a plate. When paying with a credit card, the hotel cashier checks the ownership of the card, as well as the availability of funds in the account.

An example of the use of credit cards in the service sector is the Moscow Discount System (MDS). The IBC administration enters into contracts with enterprises providing services. Enterprises that operate in this system can be hotels, travel agencies, restaurants, car rental companies, etc. The client buys a “guest card” and thereby provides discounts when paying for services. The guest card is a plastic card in which information about the client is encoded, the date of purchase of the card is indicated (valid for 1 year), and there is a sample signature of the client.

To pay by bank transfer, traveler's and personal checks can be used.

Traveler's checks are issued for a certain amount, so the client chooses services in a hotel or restaurant for exactly this amount. The recipient of the check, i.e. The hotel must only determine the authenticity of the check, since the check company that issued the traveler's check guarantees payment on it, since it has already been paid by the client. A traveler's check cannot be transferred to another person, but it can be exchanged for cash at any bank.

The guest issues personal checks for the amount required for payment whenever necessary. It takes a certain amount of time for the payment of such a check to be credited to the hotel account.

In Russia, the first place is occupied by cash payments and transfers to the hotel bank account. Credit cards and checks are accepted for payment only at high-end hotels. Paying in cash saves the hotel from trouble if the check for some reason cannot be paid by the bank. A payment system based on plastic cards increases the prestige of the hotel, brings it closer to international standards and thereby helps attract credit payment clients.

1.10 Rules for calculating payment for accommodation.

According to the “Rules for the provision of hotel services in the Russian Federation,” payment for accommodation is made in accordance with a single checkout time - 12 o’clock of the current day, local time. The calculation of payment for accommodation begins from 12 o'clock on the date when the guest arrived, regardless of the actual hour of arrival.

For stays of less than a day, payment is charged for the whole day, regardless of the check-out time.

If check-out is delayed no more than 6 hours after check-out time (from 12:00 to 17:59), an hourly rate will be charged; if check-out is delayed between 18:00 and 23:59, half a day will be charged. If departure is delayed by more than 12 hours, payment will be charged per day.

According to the “Rules for the provision of hotel services in the Russian Federation,” the Contractor must ensure the provision of benefits to categories of persons entitled to receive benefits in accordance with current legislation. The list of categories of persons entitled to receive benefits, as well as the list of benefits provided during the provision of services, must be posted in the reception service premises in a convenient place for viewing. Participants of the Great Patriotic War and disabled people of group 1 with accompanying persons are entitled to a discount of at least 30%.

If payment is calculated manually, then the guest is issued an invoice in form 3-G. The invoice is issued in three copies, each of which has the same registration number. The first copy of the invoice with the hotel stamp “paid” is issued to the guest. The second copy is transferred to the accounting department at the end of the shift. The third remains in the account book. To store them, the service has a special invoice file, in which invoices are stored in a special pocket according to departure dates.

If the calculation is made using automatic seat accounting, the invoice is issued by a computer.

There are times when a client refuses to pay for a particular service. When dealing with such situations, each case must be approached individually. In such cases, it is necessary to take the client away from the general queue; you can invite the head of the service. In any case, clarifying the circumstances of the misunderstanding should not be offensive to the client.

1.11 Automated data processing in the reception and accommodation service.

Providing a high level of service in a hotel in modern conditions is impossible without the use of new technologies. New technologies provide for the automation of many hotel processes, in particular electronic reservations, and help improve the quality of service while reducing staff. Automated systems are aimed at increasing labor productivity and the level of knowledge among senior management employees.

Combining professions is becoming commonplace, which entails the need for more fundamental training of personnel, training them in several professions.

No hotel in the modern world of high technology can exist without access to the global computer network Internet. Access to the Internet provides virtually unlimited opportunities in finding business partners, establishing relationships, advertising, promoting services, and also provides the opportunity to communicate with direct clients, bypassing numerous intermediaries, which reduces the cost of hotel services. In addition, it is also necessary to have a computer reservation system (CRS), which allows you to book and reserve hotel rooms depending on the needs of guests and the available capabilities of the hotel.

The opening of booking systems for hotels, air tickets and other tour components on the Internet allows clients to independently organize their vacation without resorting to the services of agencies. Today, a multi-million army of Internet users can not only browse and select using home computers, but also book all segments of a tour (hotels, air tickets, cars, excursions).

Create your own web – pages or specialized server– the most effective way of electronic advertising. Information posted on this page becomes available to everyone who uses the Internet.

The system for booking hotels and flights on the Internet contains detailed information on all leading hotel chains and airlines, has a search system for client requests and a built-in subsystem for searching for segments with minimum tariffs.

The search for the required accommodation facility can be performed according to several criteria: location, name, type of accommodation facility, membership in the hotel chain, required set of services and cost. Next comes the formation of the request. After a minute, a list of hotels appears on the screen from which the desired one is selected. A photograph of the hotel's appearance is displayed on the screen, and its description is given (location, availability of restaurants, bars, room equipment, payment procedures - over 20 information fields in total). To make a reservation, you must fill out a form indicating the client’s information, including the credit card number. Online booking takes place 24 hours a day in real time, allowing for instant booking and confirmation.

Computers are widely used in hotel data centers. With their help, reservations are managed, visitors are accounted for, rooms are allocated, inventory is accounted for, and food supplies are controlled.

The hotel must have automated workstations for personnel, which provide automation of basic functional processes.

All automated workstations are combined into a single local network, which organizes interaction between departments, reducing the time for communication, and allows for efficient operation of the entire hotel.

Any hotel carries out a number of standard operations with documents in the course of its activities: creating advertising, sending letters and requests, drawing up reports, collecting and analyzing data. Database management systems are used to accumulate and store received information and ensure quick retrieval. To do this, we recommend using Microsoft Office 97. It contains a package of standard programs that allow you to carry out basic operations with data.

The hotel's activities are regulated by rules, regulations and decrees of both federal and local significance. In this case, the “Consultant” and “Code” programs help. To maintain accounting records and all financial transactions, it is recommended to use the 1C Accounting program.

Hotels in Russia operate various management systems. The most common is the Russian Hotel automated control system; the Edelweiss automated control system has recently been developed.

Some hotels operate systems specifically designed for that hotel, taking into account its characteristics.

The advantage of Edelweiss is that this system runs on the Windows operating system, which is modern and promising in comparison with MSDOS, in which the Russian Hotel operates.

The technical level of foreign reservation systems is significantly higher than domestic systems. They are more mobile, multifunctional, reliable, easy to manage, and integrated into the Internet. Such systems include: Gabrial, Saber, Galileo, Amadeus, FideliaHotelBank.

On all computer systems you can:

Book places and rooms;

Monitor the loading of numbers;

Register clients;

Maintain a card index of guests;

Perform and prepare financial calculations.

Performing all these functions automatically significantly improves the guest experience.

Organization and technology of the reception and accommodation service in SE NO "Hotel "Oktyabrskaya" building "Volzhsky slope".

2.1 General information about the hotel.

SE NO "Hotel "Oktyabrskaya" building "Volzhsky Escarpment" is located in the center of Nizhny Novgorod, on the upper bank of the Volga River. The hotel is located near the historical, business, cultural and entertainment centers of the city. And this factor influences the decision of tourists and guests of our city to stay in this hotel. Also, the Volzhsky Escarpment Hotel has good transport links to any area of ​​our city, which attracts people coming for business purposes. The hotel has not been certified to be assigned a certain category.

Legal address:

603005, Nizhny Novgorod, Verkhnevolzhskaya embankment, 2a.

Phone: 39-19-71, 39-16-41

2.2 Technical equipment of the reception and accommodation service.

The reception and accommodation service is equipped with the following technical means: fax, 6 telephones (3 telephone numbers), 3 computers, photocopier, 2 cash registers, credit card terminal, machine for checking the authenticity of banknotes.

This equipment allows the manager and administrator to receive the necessary information in full and without delay, which helps improve the quality of service in the hotel.

2.3 Service structure of the Volzhsky Escarpment Hotel.

Scheme of the reception and accommodation service at the Volzhsky Escarpment Hotel.

The work schedule of the reception desk staff at the hotel is every three days. Two administrators and a reservation manager are present at the workplace at the same time.

At the Volzhsky Escarpment Hotel, the reception service does not include doormen, porters, passport officers and other support staff, which reduces the quality of service for guests, since they have to perform many functions themselves.

For each position in the prima service, job descriptions have been developed, in accordance with which they must carry out their work activities. (Appendix 11)

2.4 Room reservations.

The hotel reservation manager is responsible for booking rooms. It accepts and processes reservation requests (Appendix 12) and sends confirmations. Reservations at the Volzhsky Escarpment Hotel are made upon request.

The client sends a request to book a room to the reception service by fax. The application must indicate: full name, date of arrival and departure, room category and contact telephone or fax number. The reservation manager processes the received application and then sends a reservation confirmation or refusal by fax. The confirmation indicates the room category, its cost, number of rooms, date and time of arrival and departure, and reservation number.

Reservations can be made by computer, and rooms and places can also be reserved by telephone, fax or mail.

The hotel uses both guaranteed and non-guaranteed booking types. Double booking is not applicable at this hotel because the occupancy of the rooms is not so high.

2.5 Procedure for registration and accommodation of guests.

When a guest checks into a room, the administrator asks the guest to fill out a form. Then the guest is asked to choose a room according to the price list (Appendix 13). If the guest wants to see it, the administrator escorts the guest and shows him the room. If registration is carried out by prior reservation, then the procedure for discussing the room, as a rule, is skipped; and the guest usually does not ask to see the room. Then the guest card is filled out. Afterwards, the guest is issued an invoice (Appendix 14), a check to the cash account. After this, the guest is given a key and goes to the room. If a guest asks to be escorted, a security officer will escort the guest to his room.

2.6 Documentation required to record the use of rooms.

The administrator also fills out the following documentation: a card for registering the movement of rooms, a list of those leaving the hotel, a questionnaire, an account card for a foreigner, a register of registration of foreign citizens (Appendix 15).

If during your stay there is a need to change the room and its cost changes, then a permit is issued and a note is made in the questionnaire and other documents about the change of number. If the new room is more expensive, then the guest is issued an invoice for the additional payment, and if the room is cheaper, then the hotel reimburses the difference in payment.

If the guest left earlier than scheduled, the administrator issues an act on the return of funds to customers using unused cash receipts. (Appendix 16)

2.7 Rules for calculating payment for accommodation.

The payment procedure for accommodation at the Volzhsky Escarpment Hotel is made in accordance with a single checkout time - 12 o'clock of the current day, local time. “Provisions on the procedure for payment for services provided by the State Non-Profit Organization “Oktyabrskaya Hotel” Building “Volzhsky Slope” (Appendix 17.18) are located in a place accessible for viewing, so the client can always familiarize himself with these provisions.

The hotel also has a system of discounts that are available to both individuals and organizations. Individuals who can receive a discount on accommodation at the Volzhsky Escarpment Hotel include guests checking in on a weekend; newlyweds; regular customers. Legal entities can also receive a discount: a tour operator and a travel agent who has entered into an agreement for the provision of hotel services; concert agency; enterprises that have entered into a long-term agreement to accommodate its specialists; an enterprise that needs a one-time accommodation for a long period or a large group accommodation. (Appendix 19)

Payment for accommodation can be either cash or non-cash. The hotel has a terminal specifically for paying with credit cards. The hotel also accepts traveler's and personal checks and transfers from one current account to another using a voucher.

Conclusion.

As a result, we can say that the author completed the tasks that he set before starting work. He studied the activities of the reception and accommodation service, the organizational structure of the service and the documents with which employees work, and as a result achieved his intended goal, namely, he studied the organization and technology of the service.

Reception employees come into direct contact with the client, so they are subject to more demands than employees of other hotel services. In addition to professional knowledge and work experience, the staff is subject to requirements such as: neat appearance, impeccable behavior, knowledge of ethics and psychology of communication, communication skills, knowledge of foreign languages, age restrictions.

In order to satisfy guests as much as possible and encourage them to use the services of this particular hotel next time, the reception service staff must make every effort, since the guest comes into contact with the employees of this service first of all, and at this moment the client’s first lasting impression of hotel.

And in conclusion, we can add that organizing the work of the reception and accommodation service is a complex process that requires a lot of effort from employees. In order to learn how to communicate competently with clients, to be able to correctly select the necessary information from a large amount and convey it to the guest, you need to have broad knowledge and sufficient work experience, only then can you achieve high quality of services provided.

Bibliography.

1. Arbuzova N.A. Organization of services in hotels and tourist complexes - Nizhny Novgorod, 2001.

2. Volkov Yu.F. Hotel service technology - Rostov n/d: Phoenix, 2005.

3. Lyapina I.Yu. Organization and technology of hotel services: A textbook for beginners. prof. education: Textbook for environments. prof. education. – M.: Publishing Center “Academy”, 2005.

4. Chudnovsky A.D. Tourism and hotel management. – Moscow, 2000.

Introduction 3

1. Organization and technology of the reception and accommodation service

1.1. Organizational structure of the service 4

1.2. Operational service process 4

1.3. Reception and accommodation functions 6

1.4. The procedure for booking places and rooms at the hotel 7

1.5. Procedure for registration and accommodation of guests 14

1.6. Features of registration of tourist groups 17

1.7. Features of registration of foreign citizens 18

1.8. Documentation required to record the use of rooms 20

1.9. Types of settlements with residents 21

1.10. Rules for calculating payment for accommodation 23

1.11. Automated processing of data in the reception and accommodation service 24

2. Organization and technology of the reception and accommodation service in SE NO "Hotel "Oktyabrskaya" building "Volzhsky slope"

2.1. General information about the hotel 28

2.2. Technical equipment of the reception and accommodation service 28

2.3. Service structure of the Volzhsky Escarpment Hotel 29

2.4. Room reservation 29

2.5. Procedure for registration and accommodation of guests 30

2.6. Documentation required to record the use of rooms 30

2.7. Rules for calculating payment for accommodation 31

Conclusion 32

Bibliography 33

Application

Introduction.

Tourism occupies an important place in the economy of modern Russia. One of the priority tasks of the Federal Target Program “Development of Tourism in the Russian Federation” is the formation in Russia of a modern, highly efficient and competitive tourist complex.

To successfully solve the variety of guest service tasks, personnel working in the field of tourism and hospitality need to acquire professional knowledge and constantly improve it.

Hospitality cannot exist without satisfying primary human needs, such as sleep, food, rest. In this regard, the most logical definition of a hotel is:

Hotel is an enterprise that provides services to people outside the home, the most important of which are accommodation and food services.

The essence of providing accommodation services is that, on the one hand, special premises for living are provided, and on the other, services that are performed by employees, therefore, the hotel staff is an important link in creating a customer experience. And since the guest, first of all, comes into contact with the reception and accommodation service, it is necessary to have good employees in this service.

The main functions of the reception service are: hotel reservations, registration and accommodation of tourists, processing of payments upon departure of the guest, provision of various information. In order to become a highly qualified hotel and tourism business manager, it is necessary to clearly understand these functions.

The main goal of the author’s work is to study the organization and technology of the reception and accommodation service. To do this, you need to complete a number of tasks. Firstly, study the activities of the reception and accommodation service, secondly, study the organizational structure of the service, thirdly, study the documents that SPiR employees work with.

Organization and technology of the reception and accommodation service.

1.1 Organizational structure of the service.

The organizational structure of a hotel enterprise is determined by the purpose of the hotel, its category, the size of the room stock, location, specifics of guests and other factors. It is a reflection of the powers and responsibilities assigned to each of its employees.

Composition of the service: deputy director (manager) for accommodation, administrative service, receptionist, mechanized payment operators, passport and information desk workers, doormen, porters, security service, etc.

Approximate diagram of the reception and accommodation service.

1.2 Operational service process.

The process of serving guests in hotels of all categories can be represented in the following stages:

Pre-ordering of places, registration upon check-in, payment for accommodation and services provided, check-out takes place at the reception and accommodation service, where the duty administrator, receptionist, cashier (mechanized payment operator) and passport attendant work. In many hotels in the Russian Federation this service has the English name “Reception”.

Services to residents can be provided by hotel staff (service and room service) and personnel of other enterprises (trade enterprises, hairdresser, medical center, etc.) located in the hotel.

According to the “Rules for the provision of hotel services in the Russian Federation” No. 490, “the contractor must ensure round-the-clock registration of consumers arriving at and departing from the hotel.” Therefore, the work of the reception and accommodation service has a shifting nature. According to the selected shift operating mode, the number of service employees is determined.

The hotel has different operating hours. There is a staff work schedule every three days, this work schedule has a number of advantages: time is saved on shift transfers, the receptionist has the opportunity to study the guests, which plays an important role in safety. But in general, this model is considered inappropriate, which is associated with great responsibility and emotional stress on employees. Service standards require greeting guests and this is physically difficult. Abroad and in many Russian hotels, the work shift is 8 hours: day shift from 7 to 15 hours, evening from 15 to 23 hours, night shift from 23 to 7 hours. Often they use an inconsistent schedule, which involves being late at work until 15:30, and leaving the evening shift 30 minutes earlier, i.e. at 14:30. Thus, day and evening shift employees work together for an entire hour. This way of working creates the possibility of a smooth transition from one shift to another, otherwise called “seamless service”. During shift periods when two shifts are working simultaneously, it is very effective. test takers have the opportunity to fully convey information both orally and in writing in the shift handover log. Sometimes an additional work shift from 6 a.m. to 2 p.m. may be required to relieve the day shift if a large number of guests are expected to move in or out.

In large hotels with a Western management style, the day and evening shifts include a senior administrator (shift supervisor), a receptionist, a cashier, a concierge, a telephone operator; the telephone operator’s workplace may be located in the hotel premises.

The night shift consists of an administrator on duty, one or more night audits and operators.

1.3 Reception and accommodation functions.

The reception and accommodation service is the first department that a guest encounters when arriving at the hotel. The impressions received from this acquaintance largely shape guest reviews of the quality of service as a whole.

The main functions of the service are:

The job responsibilities of reception workers, as well as the skills and knowledge required to perform them, are defined by the professional standard. (Annex 1)

Starting work administrator must review the logbook containing the records of the previous shift. This log records information about what happened during the shift, about the needs of guests who contacted the service during this period of time, but were not satisfied for some reason. Before starting work, you must also review information about the availability of available places and applications for the current day. Based on the documents discussed in the following sections, the administrator keeps records of the use of the room stock.

The reception and accommodation service must ensure maximum occupancy of the hotel, avoiding unnecessary downtime.

When registering and checking out, payments are made for hotel accommodation and additional services. Upon check-out, they check the guest's account, clarify all his expenses during his stay and accept payment. Check-out controls are very important to prevent guests from leaving who have not paid their bill.

Receptionist is responsible for storing and issuing room keys to residents upon presentation of a business card. In addition, guests often contact the front desk to obtain information or other services.

Mechanized payment operator (cashier) controls the timely payment of all types of services, receives payment for accommodation in cash and prepares cash calculations for the accounting department.

Passport office worker checks passport data, the correctness of their entry into the registration card, controls the validity of visas, issues passes based on passport data.