Hospitality staff

1. Requirements for hotel staff

Requirements for hotel staff can be divided into 4 groups:

1. Qualification

All service personnel must be professionally trained. The degree of training should be appropriate to the services they provide. At least one staff member must have received training related to the security of hotel residents. One staff member must be trained in catering safety.

2. Knowledge of a foreign language.

For hotels of the category one star, it is enough for the employees of the reception and accommodation service to know one foreign language (the language of international communication or the language most used by the clients of the hotel complex in this region).

For 3-star hotels, all staff who have contacts with residents must have sufficient knowledge of at least two international languages ​​or other languages ​​most commonly used by hotel customers in this region.

3. Behavior.

The staff of all categories of hotels must be able to create an atmosphere of hospitality at the enterprise, must be ready to kindly fulfill the request of the resident, and must show patience and restraint in relation to the resident.

4. Medical requirements

5. Uniform.

Personnel of all categories of hotels that come into contact with guests must wear a uniform, in some cases including a personal badge indicating the name and surname. The form must always be clean and in good condition.

In hotel complexes of any category, separate conditions for recreation and meals for staff should be created. The scope of such conditions should correspond to the number of personnel.

The number of staff in the services depends on the size of the hotel complex and the volume of services.

The Labor Code regulates labor relations between an employer and an employee.

40-hour working week, 8-hour working day with a lunch break of at least 45 minutes and no more than 2 hours.

Shift work ensures an uninterrupted service system, the schedule is drawn up a month in advance.

The order of work of employees:

1. Housemaids, porters, floor clerks, room cleaners, porters of the 1st and 2nd categories - 11 hours.

2. Administrator, directorate, etc. - 8 hours

2. The main functions of the staff of the reception and accommodation service

Due to the fact that reception staff have direct close contact with guests, they must have the following qualities:

- professional demeanor;

- suitable favorable personal qualities;

- communication skills; hospitable attitude;

– good appearance: clothes, hairstyle;

- diligence, kindness, attentiveness.

Administrator on duty- this is an employee who is a representative of the hotel, communicating with hotel guests throughout the entire period of their stay. Reports to the Front Office Manager, who must receive professional training appropriate to the work performed and ensure the safety of the hotel. He must know the regulatory documentation, including GOSTs “Tourist and excursion services. Classification of hotels”, “Rules for using hotels and providing hotel services" and etc.

Its main functions:

- performing various preparatory actions for receiving guests;

– selection of rooms for reservation;

– fixing the length of stay of guests;

- verification of documents during registration, identification of their validity period;

– selection of the necessary number for the client in accordance with his requirements;

– determination of the cost of the room, including discounts and taxes (VAT, hotel tax);

– determining the method of payment and carrying out the necessary credit and check procedures;

– collection and classification of necessary information about guests and hotel rooms;

– coordination of their work with the economic service and other departments of the hotel;

– is responsible for the movement and safety of the keys to the rooms;

– is responsible for the equipment, including the safe;

– ensures the delivery of mail and parcels to residents.

The administrator on duty, like every employee, must have full information about the services provided by the hotel, inform guests about them, offer several options to choose from, be a patriot of his company, always speak well of the hotel where he works, both at work and in non-working time.

At night and in the morning, in the absence of the head of the enterprise, he is obliged to resolve all issues related to the operation of the hotel, including the mode of saving energy resources, compliance with the performance of staff duties, take measures to eliminate various conflict situations.

The administrator on duty must keep a book of reviews and suggestions, which he is obliged to issue at the first request of customers.

During his duty, all employees of the lobby group are subordinate to him: porters, cloakroom attendants, left-luggage office workers, cashiers, porters and all other staff on duty of the hotel.

Room Reservation Agent - is responsible for all aspects of hotel reservations. Works closely with the marketing and sales department, which is very important when booking seats for large organized groups. His responsibilities include:

– acceptance of orders for hotel reservations by mail, telephone, fax, telegram or courier;

- registration of the order, its date, date of arrival and the names of those arriving in alphabetical order;

– preparing and sending confirmation letters;

– registration of cancellation or change of the order;

- checking the availability of vacancies;

– room occupancy forecasting;

– communication of the necessary information about the booked rooms to the reception and accommodation service;

- preparation required documents to the arrival of guests and transfer them to the reception and accommodation service.

Reception service cashier(Cushier) - reports to the chief accountant, and administratively - to the reception and accommodation agent (duty administrator). Like all accounting employees, he must have qualified knowledge, must be extremely careful in maintaining all documentation, especially accounts. Must know the rules of reception and service well, know the price lists for rooms and places, the system of payments for accommodation, for additional services provided. He must keep accounts in the card file and, when the guest leaves, make the final settlement with him. His duties include receiving money under acts for damage to hotel property. He carries out operations for the receipt, storage and delivery of money to the accounting department according to the cash report, and also refunds money to persons leaving the hotel earlier than the deadline. The main responsibilities of a cashier can be summarized as follows:

– payment of the full amount to the client's account;

– receiving payment in full from the client upon departure;

– coordination of payment of bills by credit cards and checks with the accounting department;

- counting of all accounts and total amount revenue at the end of each shift;

– bearing personal responsibility for all the money in circulation during the shift.

In many hotels, the cashier is also responsible for the security of the safes instead of other reception staff. The cashier may also be charged with the obligation to perform some banking operations, to issue cash by check, etc.

Night Auditor(Night Auditor) - checks the correctness of the accounting documentation and draws up a daily report based on the commercial activities of the hotel. Usually this report is prepared at the end of the working day, during night shift, and therefore this check is called a night audit, and the employee is a night auditor. His responsibilities include:

- checking the correctness of the compilation of sets;

– checking the correctness of payment by credit cards;

– making payments to customers' accounts for purchases made during the day;

- checking coupons that give the right to provide discounts;

- sums up the results of financial transactions and reports them to the hotel manager the next day.

The auditor checks the received income from hotel accommodation, the percentage of actual employment and other data received from the reception and accommodation services, makes a cash summary, including payments by checks and credit cards.

In many hotels, one of the accountants performs the functions of a night auditor. However, practice shows that the night auditor always justifies itself.

receptionist belongs to the category of technical performers. A person with secondary general or vocational education is appointed to the post of porter. The porter is obliged to know the Rules for the use of hotels; Rules for the reception and service of guests; price lists and tariffs for rooms, places and services provided to residents; Rules of registration and passport and visa regime in hotels; the procedure for registration and correctness of maintaining all operational documentation; location of rooms and standards for equipping rooms and hotel rooms; the procedure for using the number of rooms and booking; the procedure for payment for the services provided; Rules of the internal work schedule; rules and norms of labor protection, safety measures, industrial sanitation.

Concierge(Concierge) - a position that exists in all European hotels and resorts, but in Russian hotels this is a rare case. However, all hotel managers understand that reception staff are sometimes too busy to provide additional services at the appropriate level, and the concierge has enough time and opportunities to provide specific services to guests. The concierge must have sufficient information both about the hotel and about the nearest attractions, regardless of whether the requests of guests are within the competence of the hotel services or not. The concierge specializes in providing any kind of service. Concierge duties typically include:

– providing guests with the necessary information, destinations;

– ordering tickets for planes, trains, entertainment venues or other places;

– organization of special events, such as VIP receptions;

- performance of secretarial duties.

The concierge can also call guests after they have checked into their rooms to see if they need any assistance. In some hotels, the concierge responds to customer complaints. In the absence of a concierge in many hotels, his functions are performed by one of the employees of the reception and accommodation service.

Services to guests can be provided by hotel staff (service and room service) and staff of other enterprises (trade enterprises, hairdresser, first-aid post, etc.) located in the hotel.

3. Meeting, greeting the guest

At the main entrance to the hotel, guests are greeted with a friendly smile porter, opens the doors of the hotel for them. For guests arriving by car, he helps to open the car doors and get out of them. If necessary, explains the rules for parking vehicles at the hotel. In high-class hotels of the world standard, along with the services of a doorman, a car parking service is provided. The porter must never leave the luggage of customers unattended. He assists in unloading luggage from the car, delivers it to the reception and accommodation area.

Reception staff should always let the guest know that they have noticed him, even if they are busy. It must be remembered that guests are not an interruption to the work of hotel employees, guests are the reason for their work. No guests, no work. The front desk staff serves visitors exclusively standing. It is necessary to meet newly arrived guests with a smile and a greeting: “Good morning (depending on the time of day)! We are always glad to see you in our hotel!” All employees of the service are encouraged to address customers by name. This is especially true for regular guests. Ideally, appropriate titles should also be used before the guest's surname (baron, doctor, professor ...). It is necessary to be especially polite, friendly, and take care of the newly arrived guest, as, perhaps, he (she) has been on the road for a long time and is very tired. It would not be superfluous to start a polite conversation with the guest and ask: “How was the flight? How long was he on the road?”, but such inquiries should not be abused, since it must be remembered that the accommodation formalities should not exceed:

– 8 minutes (for individuals);

– 15 minutes (for a group of up to 30 people);

– 40 minutes (for a group of 30 to 100 people).

The first impression of communicating with the clerk of the reception group plays big role in the guest's overall rating of the hotel. At the same time, everything is important: a smile, posture, posture, gestures, voice tone, the desire of an employee to help, etc. It is necessary to provide each guest with maximum attention, a warm and cordial welcome, to make it clear to each guest that he is the most important for this hotel.

All guests arriving at the hotel can be conditionally classified into two groups:

1) guests who have a reservation for hotel accommodation (expected guests);

2) guests who do not have a preliminary order for accommodation.

During the first contact of the registrar with the visitor and it turns out that he belongs to one or another group, sometimes the client himself introduces himself and presents to the registrar a confirmation of accommodation, which was sent to him by the hotel reservation department. In another case, the registrar is the first to ask the guest if they have reserved a room. If the answer is positive, it is necessary to check all the details of the booking together with the arriving guest, first of all:

· The correct spelling of the last name and first name of the person for whom the room or place in the hotel was reserved. It is undesirable to dryly ask: “What is your last name?” More tactful and polite phrases are recommended, such as: "May I know your last name?" or “Are you mister…?” (the visitor will finish the phrase himself and pronounce his last name correctly, which is very important for registration);

· Length of stay. Discussion of such a question should be accompanied by such phrases: "How long would you like to be a guest of our hotel?", "You will be our guest until ...". The need to clarify the length of stay is due to the fact that the guest sometimes has to extend or shorten the time of stay at the hotel. The hotel sometimes needs to adjust the requests of customers with its capabilities;

Accommodation rate. Hotel rates change frequently. Therefore, it is necessary to clarify this detail when moving in.

These and other details should be discussed with the arriving guest due to the fact that usually some (sometimes long) time passes from the moment of booking a room and checking into the hotel, during which the guest's requests may partially or significantly change.

A dialogue with a client who does not have a preliminary order for accommodation in a given hotel is built in a slightly different way than with the expected guests. The fact is that, on the one hand, we already know a lot about the expected guest from the preliminary correspondence with him. On the other hand, the guest knows a lot about the conditions and possibilities of the hotel. A "random" guest, perhaps for the first time in a given country, city, hotel, and therefore you should discuss the conditions and rules of staying at the hotel in more detail with him.

This applies primarily to the following issues:

Availability of free rooms;

Tariffs for rooms and places in the hotel;

Length of stay;

The procedure for paying for accommodation and additional paid services, etc.

Information about the prices of rooms (places in the room) should be placed in a prominent place in the reception and accommodation area. Where prices are indicated in foreign monetary units, it must be indicated that payment is made strictly in rubles at the current exchange rate established in this hotel. An employee, receiving a new guest, briefly introduces him to the food options at the hotel and some of the basic services. It is advisable to provide the guest with information booklets, which reflect: the opening hours, location and phone numbers of various hotel services. A guest, especially one who visits this hotel for the first time, may have a natural desire to see the place of his temporary residence with his own eyes. It is necessary to give him such an opportunity. You can demonstrate the rooms in several ways: show the guest a colorful album with photos of the interiors of the rooms, directly lead him to the room or (if there is an appropriate technique) show how the room looks on the monitor screen. To dispel some doubts, hesitations of the client in order to convince him to stay at the hotel, you can also acquaint him with the impressions of previous guests about staying at the hotel.

Questions for introspection

1. Describe the situation of meeting a guest.

2. Porter functions.

3. Duties of the night auditor.

4. Concierge. Its functions.

5. Features of the duty administrator.

The staff, organization structure and management of the hotel depend on many factors. The main one, of course, is the size of the hotel and the number of visitors it serves. However, the peculiarities of the hotel business imply the presence of a number of positions and personnel that are mandatory for any hotel. These usually include the director or manager of the hotel, the administrator and the maid.

With each of them, in accordance with the requirements of the law, an agreement is concluded designed to determine the rights and obligations of the employee and the employer, as well as working conditions and remuneration. Also, all production features specific place of work and labor protection measures.

In addition to the concluded contract, any employee in his activities must be guided by the rules and regulations developed at the hotel, as well as his own job description. These documents are drawn up based on the current legislation and the main goal of the hotel business - serving customers with high quality while ensuring the proper level of their security.

In order to more accurately represent the structure of the hotel business organization, it is necessary to consider official duties key employees.

Responsibilities of a hotel manager

As mentioned above, the duties of a hotel administrator should be clearly spelled out in the relevant job description. The first impressions of the client about the hotel are created by the administrator, so his work is extremely important. It consists, as a rule, in the coordination of the work of the personnel of various hotel services. The administrator is, in fact, the head of the lower or middle level of the management structure, which gives him the right to give instructions to hotel employees in order to increase the efficiency of their work in serving visitors.

Another important area of ​​work is communication with customers, which begins right upon arrival. It is the administrator who introduces the arrivals to the basic rules of residence and internal regulations in force in the hotel. He also deals with the resettlement of guests, the issuance and receipt of keys to hotel rooms, receives and delivers correspondence to the addressee, fills in the necessary documentation and makes settlements with clients.

An equally important area of ​​activity is communication with potential clients by phone, booking rooms and providing advisory services. The basic rules that must be observed in this case are shown in the video:

Responsibilities of a hotel manager

The hotel manager is the senior manager of the management structure, which makes his work extremely important for the normal and efficient operation of the entire hotel. In large hotels, several managers often work at once, in addition to the manager, who are responsible in accordance with their job descriptions for certain areas of work.

To obtain the position of a hotel manager, you need a higher professional education, knowledge of all the requirements of the current legislation governing the sphere of the hotel business, as well as the basic rules for its conduct, including organizational and financial issues.

The hotel manager manages all the activities of the organization, financial, economic and economic. The most important part of the work of a hotel manager is personnel management, which should be directed, first of all, to improving the quality of service for hotel visitors. It is the manager who concludes contracts with employees and controls their compliance with the internal regulations and requirements of job descriptions.

The success of the entire hotel largely depends on the effectiveness of the manager's work.

Duties of a maid in a hotel

The level and quality of customer service depends not only on managers of different levels, but also, mainly, on the work of employees who communicate with visitors on a daily basis or provide them with various services - kitchen workers, maids, etc.

The maid is, as a rule, the only employee who regularly visits the hotel rooms of the guests. This makes her work extremely important in creating a positive image of the organization in the eyes of the guest.

The duties of a maid in accordance with the job description usually include:

• daily cleaning of hotel rooms;
• replacement of linen and sanitary items in accordance with the rules and regulations of the internal regulations approved by the hotel;
• completion of mini-bars located in the rooms;
• cleaning corridors and common areas on the way to the elevator or stairs;
• checking the integrity of the property and the completeness of the room equipment;
• execution of instructions and orders of the administrator and manager of the hotel.

Despite the seeming simplicity of maid duties, their quality performance has a significant impact on the level of customer service throughout the hotel and, as a result, on the guest experience.

The head of this unit is responsible for the cleanliness of the entire hotel and its rooms. He usually has several assistants, head maids (the head maid is responsible for cleaning rooms on one or two floors).

The housekeeping service checks its room data daily with the data of the reception. Messages from the reception service about the guest's discharge from the room are recorded in the corresponding column of the housekeeping service log. In another column of the journal, the name of the maid who is entrusted with cleaning the room is recorded. At the end of the cleaning, a corresponding mark is made in the log. The readiness of the room is reported to the reception service.

A modern hotel is full of complex engineering equipment (high-speed elevators, air conditioning, heating, water supply and sewerage systems, electrical (high power) and gas kitchen equipment, cable TV, computers, etc.).

In order not to maintain a full staff of engineering and technical workers for the maintenance and repair of all equipment, the hotel enters into contracts with specialized companies that carry out its maintenance and repair. The engineering service has a relatively small staff, preferably generalists, who are able to eliminate simple malfunctions of plumbing and electrical equipment and carry out competent operation of all equipment.

Personal safety of guests and guaranteed safety of their property - important aspect in any hotel. Employees are required to take all necessary precautions to protect guests from robbery, fraud, violence, etc. They are responsible for damage caused to guests during their stay at the hotel.

The technical means of security, first of all, include television cameras, with the help of which all public and many office premises are viewed. Recordings must be kept for at least 24 hours. The introduction of electronic locks has significantly increased the security of the room stock. Also, to prevent theft in many hotels, at the request of customers, individual safes are installed in the rooms. The use of these safes is available at an additional cost during the entire stay. In addition to individual safes, many hotels also organize centralized storage of clients' property in a left-luggage office and a safe storeroom.

The hotel security service deals with the following problems:

Development of emergency response procedures;

Daily security of guest rooms;

Key control;

Theft prevention, lock control;

Access control to the hotel building;

Security alarm system;

territory control;

outdoor lighting;

Surveillance system using telemonitors;

Safes and fireproof cabinets;

Collection and storage of information.

Department Function - Procurement the right goods the required quality at a reasonable price in right time. At the same time, the optimal size of stocks in the hotel must be maintained, since storage costs money, moreover, many purchased goods can deteriorate during long-term storage.

Service Catering provides service to guests in restaurants, cafes or bars of the hotel, resolves issues related to the organization and servicing of banquets, presentations and other festive events.

When catering for tourists, various methods of service are used: "a la carte", "a part", "table d'hôte", buffet.

When using the “a la carte” method, guests choose what they like best from the food and drink menu card. The order is transferred to the kitchen and cooking begins immediately.

Accounting in the hotel financial service which performs the following operations:

1. Settlements on customer accounts. Every day (usually at night) the balances of all client accounts are summed up.

2. Calculation of daily income for each income-generating division of the hotel (the cash desk in each division keeps its own records).

3. Drawing up a daily report to CEO, which presents income by division, room load and some other indicators compared to the previous period.

4. Settlements for purchases. Invoices endorsed in the relevant department of the hotel are sent to the accounting department. Suppliers are usually paid at the end of the month.

5. Accrual and payment of wages.

6. Financial and management accounting.

The most important basic prerequisite for ensuring the coordinated work of the entire service process is the formation and development of a team capable of the best way do their job and create a welcoming atmosphere in the hotel.

The main task of this department is to increase the occupancy of the hotel. The number of employees, as a rule, is up to 10 people, 1-2 of which are engaged in marketing research, and the rest are sales managers who are looking for "wholesale" buyers of hotel services (travel agencies, large companies, to which many clients come, etc.).

Computer systems for centralized management of the hotel complex allow you to coordinate the work of even a large hotel without much time and effort. The system allows to solve the following tasks:

• optimization of business processes, reduction of paper workflow;
• increasing control over the activities of services and personnel;
• improving the quality of guest service;
• optimization of operating costs;
• statistical and analytical functions.

All hotel automation systems are integrated software packages that automate the activities of the main services of the hotel: management of the number of rooms, administrative, commercial, engineering, catering services.

Registered with the Ministry of Justice of the Russian Federation on April 2, 2012.
Registration N 23681

In accordance with subparagraph 5.2.52 of the Regulations on the Ministry of Health and social development Russian Federation, approved by Decree of the Government of the Russian Federation of June 30, 2004 No. 321 (Collected Legislation of the Russian Federation, 2004, No. 28, Art. 2898; 2005, No. 2, Art. 162; 2006, No. 19, Art. 2080; 2008, No. 11 (Part 1), Article 1036; No. 15, Article 1555; No. 23, Article 2713; No. 42, Article 4825; No. 46, Article 5337; No. 48, Article 5618; 2009, No. 2 244; No. 3, item 378; No. 6, item 738; No. 12, items 1427, 1434; No. 33, items 4083, 4088; No. 43, item 5064; No. 45, item 5350 ; 2010, No. 4, item 394; No. 11, item 1225; No. 25, item 3167; No. 26, item 3350; No. 31, item 4251; No. 35, item 4574; No. 52 (p. 1), item 7104; 2011, No. 2, item 339; No. 14, item 1935, 1944; No. 16, item 2294; No. 24, item 3494; No. 34, item 4985; No. 47, item 6659; No. 51, item 7529), order:

Approve the Unified qualification directory of positions of managers, specialists and employees, section " Qualification characteristics positions of employees of tourism organizations" according to the appendix.

Minister T. Golikova

Note. Ed .: the order was published in the Bulletin of Normative Acts of Federal Executive Authorities, N 29, 07/16/2012.

Application

Unified qualification directory of positions of managers, specialists and employees

Section "Qualification characteristics of the positions of employees of organizations in the tourism sector"

I. General provisions

1. Section "Qualification characteristics of the positions of employees of organizations in the tourism sector" of the Unified qualification handbook positions of managers, specialists and employees (hereinafter referred to as CAS) is intended to address issues related to the regulation labor relations, providing effective system management of employees of organizations in the tourism sector, regardless of their organizational and legal forms and forms of ownership.

2. The section "Qualification characteristics of the positions of employees of organizations in the tourism sector" of the CSA contains the qualification characteristics of the positions of employees of organizations in the tourism sector engaged in excursion, travel agency, tour operator and hotel activities (hereinafter referred to as qualification characteristics).

3. Qualification characteristics are used as regulatory documents or serve as the basis for the development of job descriptions containing a specific list of job duties of employees, taking into account the peculiarities of the organization of work and management, as well as the rights, responsibilities and competence of employees. If necessary, the job responsibilities included in the qualification description of a certain position can be distributed among several performers.

4. The qualification description of each position has three sections: "Job Responsibilities", "Must Know" and "Qualification Requirements".

The "Responsibilities" section contains a list of the main labor functions, which can be fully or partially entrusted to the employee holding this position, taking into account the technological homogeneity and interconnectedness of work, allowing for optimal specialization in the positions of employees.

The "Must Know" section contains the basic requirements for an employee with regard to special knowledge, as well as knowledge of legislative and other regulatory legal acts, regulations, instructions and other documents, methods and means that the employee must apply in the performance of official duties.

In the "Qualification Requirements" section, the level required for the performance of job duties is determined. vocational training an employee certified by education documents, as well as requirements for work experience.

5. When developing job descriptions, it is allowed to clarify the list of work inherent in the relevant positions in specific conditions.

6. In order to improve the organization and increase the efficiency of the work of employees of organizations in the tourism sector, it is possible to expand the range of their duties in comparison with the established relevant qualification characteristics. In these cases, without changing the job title, the employee may be entrusted with the performance of duties stipulated by the qualification characteristics of other positions that are similar in content to work, equal in complexity, the performance of which does not require a different specialty and qualification.

7. The CSA does not include the qualification characteristics of derivative positions (senior, leading specialists). The duties of these employees, the requirements for their knowledge and qualifications are determined on the basis of the qualification characteristics of the respective positions.

The official title "senior" is used provided that the employee, along with the fulfillment of the duties stipulated by the position held, manages the executors subordinate to him. The position of "senior" may be established as an exception and in the absence of performers in the direct subordination of the employee, if he is entrusted with the functions of managing an independent area of ​​work.

Employees with the official title "leading" are assigned the functions of a manager and a responsible executor of work in one of the areas of activity of a structural unit or duties of coordinating and methodological leadership of groups of performers created in structural units, taking into account the rational division of labor in specific organizational and technical conditions. The requirements for the length of service of such employees are increased by 2-3 years compared to the requirements for employees who do not have the job title "leading".

8. Persons who do not have the special training or work experience set out in the "Qualification Requirements" section, but who have sufficient practical experience and performing qualitatively and in full the duties assigned to them, on the recommendation of attestation commission are appointed to the respective positions in the same way as persons with special training and work experience.

II. Qualification characteristics of the positions of employees of organizations engaged in excursion activities

Leadership positions

Director (manager) of the excursion bureau

Job responsibilities. Carries out general management of the main, administrative, economic and financial and economic activities of the excursion bureau. Organizes work and interaction structural divisions excursion bureau, directs their activities to ensure a high culture and quality of the provision of excursion services. Defines the concept and development strategy of the tour agency. Approves current and prospective work plans and controls their implementation. Determines promising areas of activity of the tour agency, participates in business negotiations with partners in order to agree on tariffs and conclude cooperation agreements. Determines the conditions and concludes contracts related to the activities of the tour agency. Organizes the development of programs and technological documents for excursion routes. Controls the implementation of these documents and the conditions for the implementation of contracts. Takes measures to staff the tour desk with qualified personnel, to provide material and moral incentives, to make the best use of the knowledge and experience of the tour desk employees, to improve their skills, and to create healthy and safe working conditions. Approves staffing and cost estimates of the tour desk and ensures their economical and rational use. Ensures the introduction of innovative technologies into the activities of the tour bureau. Organizes work on identifying and analyzing problems in the work of the tour desk, considering comments and suggestions from customers, managing and resolving conflict situations. Organizes the preparation and timely submission of established reports. Ensures the strengthening of labor and production discipline, compliance with labor protection rules and fire safety. Carries out forecasting and planning of sales volumes of services, management of marketing and sales of excursion services, organizes and conducts business negotiations and advertising campaigns, organizes presentations.

Must know: laws and other normative legal acts of the Russian Federation regulating activities in the field of tourism; priority areas development of tourism in the Russian Federation; specialization and features of the structure of the tour desk; organization of financial and economic activities of the excursion bureau; culture interpersonal communication; fundamentals of psychology, ethics, aesthetics; tour desk economics; organization of labor; organization of marketing and advertising activities; labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism organizations and hotel industry; economics and management at tourism and hospitality enterprises, museology and protection of cultural and natural heritage) and work experience in providing excursion services for at least 3 years or higher professional education and additional professional education in the field of tourism (tourism, socio-cultural service and tourism , tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises, museology and protection of cultural and natural heritage sites) and work experience in providing excursion services for at least 3 years.

Specialist positions

Translator (in tourism)

Job responsibilities. It translates scientific, technical, socio-political, economic and special literature related to the field of tourism, patent descriptions, regulatory and technical and shipping documentation, correspondence with foreign tourism organizations, as well as materials of conferences, meetings, seminars, etc. Performs oral and written, full and abbreviated translations, while ensuring that the translations correspond to the lexical, stylistic and semantic content of the originals, compliance with established requirements for scientific and technical terms and definitions. Edits translations. Prepares annotations and abstracts of foreign literature and scientific and technical documentation. Participates in the preparation of thematic reviews related to the tourism sector, based on foreign materials. Conducts work on the unification of terms, the improvement of concepts and definitions on the subject of translations in the field of tourism, excursion business. Keeps records and systematization of completed translations, annotations, abstracts.

Must know: laws and other normative legal acts of the Russian Federation regulating activities in the field of tourism; specialization of the activity of the excursion bureau; foreign language; translation methodology; translation coordination system; terminology on the subject of translations in Russian and foreign languages; terminological standards in tourism and excursion activities; basics of literary editing; grammar and style of Russian and foreign languages; fundamentals of economics and management, labor organization; basics labor law; rules on labor protection and fire safety.

Qualification requirements.

Interpreter of the 1st category: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business), work experience in the field of tourism as an interpreter of the 2nd category for at least 3 years.

Category II translator: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business), work experience in the field of tourism as an interpreter for at least 3 years.

Translator: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business) without presenting requirements for work experience.

Guide-interpreter (in the field of tourism)

Job responsibilities. Carries out activities to familiarize sightseers (tourists) with display objects in the country (place) of temporary stay. Accompanies excursions with explanations and stories in a foreign language. Provides translations of protocol events. Conducts briefings on the observance of precautionary measures when sightseeing, expositions, etc. Provides translation during excursions, conversations, meetings, as well as travel information, etc. Provides excursionists (tourists) with organizational services. Informs sightseers (tourists) about the rules for the stay of foreign citizens on the territory of the Russian Federation. Provides assistance to foreign tourists in the passage of passport, visa and customs control. Participates in the development of new forms and methods of conducting excursion and information work. He studies the experience of other guide-interpreters, participates in conferences, seminars, etc. Takes a differentiated approach when working with various categories foreign tourists. Collects and studies historical materials, archival documents, statistical and other data on excursion objects, culture, traditions. Participates in the development and development of new topics for excursions, compiling information thematic materials. Makes proposals for the development of new excursion and tourist routes. Takes measures to ensure the safety of sightseers (tourists). In case of diseases of sightseers (tourists), injuries, provides first aid and informs the management of the tourist organization and insurance company about it, organizes the call of ambulance services, rescuers. Coordinates the actions of sightseers (tourists) in cases of emergency, provides first aid, takes measures to eliminate panic, informs the relevant authorities about the occurrence of emergencies. Prepares in accordance with the established procedure excursion vouchers and other necessary documentation in a foreign language. Analyzes the comments and suggestions of sightseers (tourists) regarding the quality of services provided, makes suggestions for their improvement.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulations organizations in the field of tourism; foreign language; translation coordination system; terminology on the subject of the tourism industry; abbreviations accepted in the tourism industry in Russian and foreign languages; terminological standards; grammar and style of Russian and foreign languages; principles and methods of conducting excursions; business protocol and etiquette; theory of interpersonal communication; technique public speaking; basics of psychology; first aid rules; action plan in case of emergency; rules for paperwork and reporting; fundamentals of migration and labor legislation; rules on labor protection and fire safety.

Qualification requirements.

Guide-interpreter of category I: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business) and work experience in the field of tourism as a guide-interpreter of category II for at least 3 years.

Category II guide-interpreter: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business), work experience in the field of tourism as a guide-interpreter for at least 2 years.

Guide-interpreter: higher professional education (humanities) and additional professional education in the field of tourism (tourism, tourism and excursion business) without presenting requirements for work experience.

Guide

Job responsibilities. Provides excursion services in accordance with the routes approved by the head of the tour desk, technological maps in accordance with the methods of conducting excursions, control texts and other documents provided for by national standards. Constantly updates the "portfolio of the guide", collects and studies historical materials and documents, studies materials from archives, statistical data, other documents and materials containing information about the objects of excursions. Prepares individual texts for excursions, public speaking. Participates in the development of new topics, excursions, masters new topics and options for excursions for various groups population. Participates in the work of methodological sections and creative groups guides, in the work of conferences and seminars. Develops the technique of excursion stories, public speaking, answering questions. Receives information about the place and time of arrival of sightseers (tourists), organizes their meeting at the agreed place. Sets the number of excursionists (tourists) in the excursion (tourist) group. Certifies the belonging of sightseers (tourists) to the excursion (tourist) group, conducts protocol events. Selects the optimal location of the excursion (tourist) group for the excursion. He reads excursion lectures on culture and history, talks about the traditions and customs of the region, acquaints sightseers (tourists) with sights. Conducts a tour of a museum or cultural center, accompanies tour explanations and stories for viewing and displaying museum expositions and other objects of display. Conducts briefings on the observance of precautionary measures during the tour. Organizes careful attitude of sightseers (tourists) to the sanitary and ecological state environment on the route. Answers general and professional questions of sightseers (tourists) on the topic of the excursion. Fills out excursion vouchers and other excursion documentation. In case of diseases of sightseers (tourists), injuries, it provides first aid, organizes the call of the relevant ambulance services, rescuers. Coordinates the behavior of the excursion (tourist) group in the event of an emergency, informs the relevant authorities about the occurrence of emergencies. Analyzes the comments and suggestions of sightseers (tourists) regarding the quality of the provided excursion services, makes suggestions for their improvement. Maintains established reports.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulatory documents of organizations in the tourism sector, establishing the rules for conducting excursions; history, culture and geography of the region; sightseeing objects in the context of history, geography and culture; expositions of museums and cultural centers; principles of organization and methods of conducting excursions; foreign language within the framework of excursions in a foreign language; business protocol and etiquette; theory of interpersonal communication; technique of public speaking; basics of psychology; rules for working with sightseers (tourists) on routes (pedestrian, transport and combined, urban and out-of-town); rules of conduct for sightseers (tourists) on transport; first aid rules; action plan in case of emergency; rules for paperwork and reporting; fundamentals of economics and management, labor organization; fundamentals of labor and migration legislation; rules on labor protection and fire safety.

Qualification requirements.

Category I guide: higher professional education (humanities) and additional professional education in the field of tourism, work experience as a category II guide for at least 3 years.

Guide: higher professional education (humanities) and additional professional education in the field of tourism without presenting requirements for work experience.

Tour organizer

Job responsibilities. Determines and satisfies the needs of sightseers (tourists) in excursion services. Communicates with sightseers (tourists) within the framework of professional duties, conducts business correspondence on the organization of excursions. Accepts and analyzes applications for organizing and conducting excursions. Develops new forms and methods of conducting excursions: walking tours to museums, park ensembles, gardens, etc.; sightseeing and thematic bus tours; excursions along rivers, canals, etc. Analyzes excursion programs. Determines the key positions of the excursion program, the special needs of individual excursion (tourist) groups or individual tourists. Plans excursions: standard sightseeing, local attractions, museums or cultural centers, out-of-town, special. Develops excursion programs, organizes protocol events at the beginning and at the end of the excursion, develops methods for inspecting, showing and studying sightseeing tour objects. Receives and verifies the necessary documents. Provides timely and high-quality communication to guides (tourists) of information about excursions through advertising materials, catalogs, brochures, guides, publications. Organizes use various kinds transport for the transportation of sightseers (tourists) during excursion services, conducts briefings on the rules of conduct for a certain type of transport, takes into account the physiological needs of sightseers (tourists) when traveling on a certain type of transport. Provides support for excursion (tourist) groups in the implementation of excursion programs; provides full information about the tour; instructs sightseers (tourists) about the generally accepted and special rules of conduct when visiting museums, cultural centers, attractions and other display facilities. Controls: excursion support, compliance with excursion programs, the quality of excursions, compliance with protocol events. In the process of excursion service, it maintains communication with the main office of the tour desk to solve current problems. organizational issues. Ensures the safety of sightseers (tourists): conducts safety briefings and precautionary measures; takes measures to ensure safety during the excursion; maintains contacts with the security service, local law enforcement. Organizes the return of sightseers (tourists) from the excursion, organizes the return of personal belongings, conducts protocol events at the end of the excursion. Interacts with interested organizations in the region in the creation and further development of excursion activities. Organizes work with complaints of sightseers (tourists) (receives and analyzes the information contained in complaints, takes action on complaints, maintains established reports).

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulatory documents of organizations in the tourism sector, establishing the rules for conducting excursions; principles of organization and methods of conducting excursions; historical, cultural and geographical sights of the region; social foundations of tourism; business protocol and etiquette; theory of needs formation and interpersonal communication; basics of psychology; foreign language; rules of service on foot, transport and combined routes; rules of conduct for sightseers (tourists) on vehicles; rules for the preparation of commercial documentation; business standards; methods of information processing using modern technical means communications and communications, computers; modern Information Technology in the field of tourism; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises, museology and protection of cultural and natural heritage sites) and work experience for the provision of excursion services for at least 1 year or secondary vocational education in the specialty "Tourism" and work experience in the provision of excursion services for at least 3 years or higher professional education and additional professional education in the field of tourism (tourism, socio-cultural services and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises, museology and protection of cultural and natural heritage sites) and work experience in providing excursion services for at least 1 year.

Positions of employees

Tour booking agent

Job responsibilities. Carries out work on the reception and processing of orders for excursions. Advises the client on the rules of acceptance and the subject of the order. Checks for the availability of order details and identifies the type of order. Sends an order to the relevant structural units of the tour desk. Coordinates the work of the tour desk departments involved in the implementation of the order. Corrects the terms and conditions of order fulfillment and, if necessary, informs customers about changes in order parameters. Maintains an information base (archive) on incoming and completed orders. Prepares required reports.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulatory documents of organizations regulating the implementation of excursion activities; functions of structural divisions of the excursion bureau; the content and rules of the excursions; requirements for registration and accounting of orders for excursions; the procedure for controlling the passage and fulfillment of orders for excursions; technology of computer processing of orders for excursions; basics of office work; ethics of business communication; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Office Administrator

Job responsibilities. Ensures the preparation of the office for the working day (deactivation of the security alarm system, connection of office equipment and its preparation for operation, provision of the office with stationery and consumables). Makes estimates for the logistics of the office. Prepares documents for the conclusion of contracts for the supply of stationery, consumables and other inventory items necessary for the operation of the office, organizes the maintenance and repair of office equipment. Controls the design of the office premises, monitors the preparation and issuance of advertising and other information materials for distribution to customers. Ensures cleanliness and order in the office. Controls the proper operation of office equipment and the rational use of stationery and consumables. Establishes contacts with operational services, utility organizations for resource provision of office premises, carrying out repair and other works. Ensures proper maintenance and operation of office premises in accordance with fire safety requirements. Organizes office administration, managing incoming and outgoing calls. Orders air and railway tickets, arranges ordering vehicles for office workers. Organizes effective and cultured customer service, ensures the creation of comfortable conditions for them, advises them on administrative issues, provides information and other materials (business cards, price lists, booklets, etc.). Provides negotiation with partners, clients. Takes measures to prevent and eliminate conflict situations, prepares the office for closing (turns off lighting and office equipment, activates security alarm systems).

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; layout, location and rules for the design of office premises; rules and methods of organizing office work; ethics of relationships in the team; office work standards (list of documents to be stored; classification of documents, procedure for their execution, registration, passage, storage); the procedure for concluding contracts; organizing the supply of office supplies, consumables and other inventory items; methods of information processing using modern technical means of communication and communication, computer; foundations of aesthetics, ethics and social psychology; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Secondary vocational education in the specialty "Tourism" without presenting requirements for work experience.

III. Qualification characteristics of employees engaged in travel agency activities

Leadership positions

Travel agency director

Job responsibilities. Manages the administrative, economic and financial and economic activities of the travel agency. Manages the activities of the structural divisions of the travel agency. Organizes activities for the sale of tourism products and the provision of individual tourism services. Manages the development of current and long-term plans for the implementation of tourism products, the study of served areas and the volume of services provided. Plans and organizes marketing research, logistical support of the structural divisions of the travel agency. Negotiates with the tour operator, agrees on the terms of interaction for the sale of tourist products. Determines the conditions and concludes contracts for the provision of services for the implementation of the tourist product. Ensures that the travel agency fulfills its obligations to the tour operator, third-party organizations, customers of tourism products and tourism services, as well as employment contracts. Carries out quality control of the execution of contracts and the work of the travel agency; control over the use of material, financial resources travel agency; evaluates the results of the travel agency and the quality of services provided. Organizes work to identify and analyze problems in the work of a travel agency. Approves the staff list, internal labor regulations, vacation schedule, job descriptions, manufacturing instructions and other organizational and legal documents. Makes decisions on the admission, transfer and dismissal of employees, on their material and moral incentives. Ensures the strengthening of labor and production discipline, compliance with the rules on labor protection and fire safety.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; priority directions of tourism development in the Russian Federation; regulatory documents governing the activities of the travel agency; foreign language; market conditions for tourism products; organization of financial and economic activities of the travel agency; the procedure for concluding and executing civil law contracts; formation rules financial statements; taxation in the field of tourism; marketing of tourism products; systems for booking hotels and other tourist services; the procedure for working with local and global telecommunication systems, email; geography of the countries of the world; fundamentals of the theory of statistics and analysis of statistical data; basics production management; financial management; personnel management; business standards; rules for issuing tourist documentation; basics of psychology; theory of interpersonal communication, conflictology; organization, systems and forms of remuneration; labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 3 years of work experience in the field of tourism or higher vocational education (economic) and additional professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and work experience in senior positions at least 3 years in the tourism industry.

Head of marketing and sales department of a travel agency

Job responsibilities. Organizes the sale of a tourist product and individual tourist services. Organizes the marketing research, work on maintaining, analyzing and systematizing the client base. Negotiates with tour operators, agrees on the main terms of contracts for the provision of tourist products, prepares draft contracts and ensures their conclusion. Develops proposals for the development of a new tourist product; participates in familiarization with new tourism products. Determines the price of the tourist product in agreement with the tour operator. Provides training to department employees to ensure the quality of tourism products sold and services provided. Maintains personal contact with VIP clients. Keeps statistics of tourism products and individual tourism services, maintains established reporting. Provides the creation of a database of tourism products and services. Provides, in agreement with tour operators, insurance and visa services for tourists. Examines the complaints and claims of tourists to the quality of tourist products, sends requests to tour operators to explain the reasons for the violation of concluded agreements. Prepares proposals for filing claims against tour operators, as well as for the suspension or complete cessation of work with tour operators that systematically violate the terms of concluded agreements.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; concepts and principles of organization of the tourism industry; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations; techniques and methods of sales of tourist products, methods of formation, principles and procedure for determining the cost of tourist products and services; the procedure for drawing up contracts; negotiation technique; geography of the countries of the world; theory of interpersonal communication; foreign language; fundamentals of marketing and management; business standards; requirements for registration of tourist documentation; methods of information processing using modern technical means; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 3 years of work experience in the field of tourism or higher vocational education (economic) and additional professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and work experience in senior positions at least 3 years in the tourism industry.

Specialist positions

Tourism manager (outbound, inbound, domestic tourism)

Job responsibilities. Analyzes the motivation of demand for tourism products sold, organizes the study of the needs of tourists. Negotiates with tour operators, agrees on the main terms of contracts for the provision of services, prepares draft contracts and ensures their conclusion. Based on the results of marketing research, he develops the concept and program of the tourist product. Determines the price of the tourist product in agreement with the tour operator.

Organizes events to promote the tourism product ( advertising campaigns, presentations, including work at specialized exhibitions, distribution of promotional materials, etc.). Advises tourists about the rules of entry into the country of temporary residence and the rules of stay in it. Concludes agreements on the implementation of the tourist product. Provides tourists with information about essential conditions an agreement concluded between the tour operator and the travel agent that sells the tourist product formed by the tour operator. Prepares reviews, reports on the work done. Examines the reasons for sending complaints and claims by clients to the quality of the tourist product or other conditions of the concluded contracts. Takes action to correct deficiencies in customer service. Maintains contact with regular customers. Manages the profitability of the direction.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; the procedure for drawing up contracts for the provision of services for the sale of tourist products; principles for determining the cost of tourism products; rules for booking tickets and services; travel insurance rules; the order of work of consular and visa services; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations; basics of management; theory and methods of marketing research of tourist products; terminology and abbreviations accepted in the tourism industry; geography of the camps of the world; foreign language; rules for issuing tourist documentation (tourist vouchers, vouchers, insurance policies, etc.); business standards; methods of information processing using modern technical means of communication and communication, computer; reporting methods; basics of psychology; theory of interpersonal communication; conflictology; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) without presenting requirements for work experience in the field of tourism or secondary vocational education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

Booking and sales manager

Job responsibilities. He studies the conjuncture and development trends of the market of tourist products and tourist services. It studies and analyzes the demand for tourism products sold, the needs of tourists. Organizes the reception of requests from tourists, processing of payment documents. Organizes negotiations with tourists, harmonization of the terms of the contract for the implementation of the tourist product, the provision of tourist services: the 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. Ensures the conclusion of contracts for the sale of tourist products, the provision of tourist services. Manages bookings and sales travel tickets, hotel reservations. Maintains required documentation and prepares reports deadlines. Organizes control over the implementation of tourist products and after-sales service, the fulfillment by the tour operator of obligations under the concluded agreements. Examines the complaints and claims of tourists to the quality tourist service, leads statistical analysis complaints and claims, takes measures to eliminate shortcomings in the service of tourists. 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.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; basic concepts and organization of the tourism industry; terminology adopted in the tourism industry, market conditions for tourism products; fundamentals of the theory of statistics and analysis; reporting methods; theory and methods of marketing of tourist products; tourism management; standards for organizing work with tourists; systems for booking and issuing services; travel insurance rules; transport systems in tourism; geography of the countries of the world; foreign language; techniques for working with databases and computer systems for booking hotels and other tourist services; the procedure for concluding and executing civil law contracts; schemes of work with hotels, hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations; basics of psychology; theory of interpersonal communication; conflictology; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) without presenting requirements for work experience or secondary vocational education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

Tour group leader

Job responsibilities. Controls the implementation of the approved travel program and the terms of service for the tourist group. Organizes the passage by tourists of passport, customs and other control at the point of destination when entering a foreign country, as well as leaving it. Provides assistance to the host country in carrying out organizational activities for the reception and service of the tourist group. informs tourist group on the rules of entry into the country (place) of temporary stay and the rules of stay in it, the rules of import and export from the country (place) of temporary stay of property, goods, souvenirs, etc., on foreign exchange and customs control, about the customs of the local population and religious rites, shrines, monuments of nature, history, culture and other objects of tourist display, about the state of the natural environment, about the sanitary and epidemiological situation, about the conditions for ensuring personal safety and observance of consumer rights and the safety of property of tourists, about rules for issuing a car rental in the country (place) of temporary residence, on the conditions for obtaining emergency medical care. Controls the quality of service for the tourist group by the host. Issues in the prescribed manner vouchers for servicing tourist groups, questionnaires. Receives special instruction from the official responsible for the operation of the route along which the tourist group is sent. Takes measures to resolve conflict situations with the local population, representatives of law enforcement and other bodies. Carries out storage of documents transferred by tourists. Organizes the return of the tourist group to the starting base. Prepares a report on a tourist trip to the director of a travel agency.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; rules for the stay of tourists in the countries along which the travel route passes; travel program and conditions of service for the tourist group at each point of the travel itinerary; terms of contracts for the provision of tourist services; schemes of work with consulates, hotels, hotels, transport organizations; the language of the country through which the travel itinerary passes, or English; terminology and abbreviations accepted in the tourism industry; the theory of interpersonal communication, the rules for processing documents related to servicing tourists on the travel route, and compiling reports on a tourist trip; safety rules on the travel route; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 1 year of work experience in the field of tourism or average professional education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

booking agent

Job responsibilities. Carries out work with Russian and foreign organizations (host). Makes reservations and confirmations of services (tickets, hotel rooms). Advises tourists about the rules for placing orders and booking, about the categories of hotels, the level of service in them, about the rules for entering the country (place) of temporary stay and the rules for staying in it. Coordinates the fulfillment of obligations for the accommodation, accommodation and meals of tourists; transport, visa, excursion, medical (treatment and preventive) services; provision of additional services (cultural and sports nature, services of guides-translators and accompanying persons); travel insurance for the period of a tourist trip. Prepares, draws up and endorses the documents necessary for the conclusion of contracts for the provision of tourist services with tourists. Interacts with tour operators, tour agencies, ticket offices and other organizations. Carries out record keeping, established reporting, work with business correspondence.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; systems for booking hotels and other tourist services; techniques for working with databases and computer reservation systems; schemes of work with hotels, carrier companies, other organizations; assortment, classification and features of tourist products sold by a travel agency; prices for tourism products and individual tourism and excursion services; terminology and abbreviations accepted in the tourism industry; geography of the countries of the world; foreign language; the procedure for drawing up contracts for the sale of tourist products and individual tourist services; rules for issuing tourist documentation (tourist vouchers, vouchers, insurance policies, etc.); basics of psychology; theory of interpersonal communication; rules for processing commercial correspondence; software, use of computers, e-mail, and global and local telecommunication systems, etc.; rules for using office equipment; reporting methods; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Tourism agent (outbound, inbound, domestic)

Job responsibilities. Carries out the sale of a tourism product by interacting with tourists and providing them with information about tourism products. Provides the tourist with information about the terms of the contract concluded between the tour operator and the travel agent that sells the tourist product. Provides the tourist with the necessary, reliable and complete information about the tourist product, enabling him to right choice and safety on the tourist route. Advise tourists on the peculiarities of the socio-demographic and natural and climatic conditions of the place of rest, on the possibility of natural and man-made disasters in the area where tourist industry organizations are located, emergencies and situations (including those related to the state of public order in the country (place) of temporary stay) . Gives necessary recommendations on compliance with safety rules in the country (place) of stay. Provides guides, maps, diagrams, plans of the area. Concludes a contract for the provision of tourist services. Prepares necessary travel documents. Provides an opportunity for additional voluntary insurance of life, health, property and risks of tourists in the presence of a security threat. Provides advice on how to comply with safety regulations

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; rules for entry into the Russian Federation and exit from the Russian Federation; the range and features of tourist products sold by the travel agency; prices for tourism products and other tourism services; terminology and abbreviations accepted in the tourism industry; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations; rules for working with databases and computer systems for booking hotels and other tourist services; the procedure for concluding agreements on the sale of tourist products and processing the necessary documents (tourist vouchers, vouchers, insurance policies, etc.); geography of the countries of the world, culture and customs of countries and peoples; foreign language; basics of psychology; customer service rules; theory of interpersonal communication; information technologies used in tourism; rules for using office equipment; reporting methods; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) without presenting requirements for work experience or secondary vocational education in the specialty "Tourism" and work experience in the field of tourism for at least 1 year.

Assistant for the formation of excursion (tourist) groups

Job responsibilities. Participates in the planning of excursions. Accepts and analyzes applications for organizing and conducting excursions. Conducts business correspondence on the organization of excursions. Provides preliminary negotiations with sightseers (tourists) on excursions. Classifies sightseers (tourists) by groups (age, social, interests, etc.). Conducts interviews with sightseers (tourists) in order to form excursion (tourist) groups. Identifies the key positions of the excursion program, special needs certain types excursion (tourist) groups or individual excursionists (tourists). Prepares primary accounting documentation. Brings to sightseers (tourists) the information they request through promotional materials, catalogs, brochures, guides, publications. Coordinates the use of various modes of transport for the transportation of sightseers (tourists) during excursion services. Serves the audio and video equipment used during the tour. Contributes to the provision of security measures for sightseers (tourists). Ensures the return of personal belongings deposited to excursionists (tourists), conducts protocol events at the end of the excursion. Analyzes the results of the excursion, prepares proposals for the formation of excursion (tourist) groups.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; principles, rules of organization and methods of conducting excursions; principles and rules for the formation of excursion (tourist) groups; schemes of work with consulates, hotel, transport and other organizations; social foundations of the tourism industry; terminology on the subject of the tourism industry, abbreviations adopted in the tourism industry; rules for paperwork and reporting; rules for booking tickets and services; the program of the excursion and the terms of service for the excursion (tourist) group during the excursion; rules for the operation of audio and video equipment used during the tour; rules for processing documents and compiling reports related to the excursion; forms of primary accounting documentation and rules for filling it out; foreign language; methods of information processing using modern technical means of communication and communication; theory of interpersonal communication; internal labor regulations, labor protection and fire safety rules.

Qualification requirements. Secondary vocational education in the specialty "Tourism" without presenting requirements for work experience.

IV. Qualification characteristics of employees engaged in tour operator activities

Leadership positions

Tour operator organization director

Job responsibilities. Manages the administrative, economic and financial and economic activities of the tour operator organization. Defines the concept and development strategy of the organization. Approves the current and prospective directions of the organization's activities. Carries out forecasting and planning of sales volumes of tourist products. Organizes the work and interaction of structural divisions of the organization, directs their activities to ensure the quality of formed and sold tourism products. Provides the creation of a database on tourism products, the calculation of the cost and determination of the price of tourism products, the creation and development of an agent network. Carries out planning of material and technical support of structural divisions of the organization. Organizes and conducts business negotiations with tourism service providers, organizes events to promote tourism products. Ensures the fulfillment of the obligations of the tour operator organization to third-party organizations, customers of tourist products. Carries out control over booking (hotels, tickets, transport, etc.), confirmation and execution of contracts, rational use of material, financial resources, evaluates the results of the organization's activities. Approves the internal labor regulations, job descriptions and other organizational and administrative documents. Takes measures to staff the tour operator organization with qualified personnel, to provide material and moral incentives, to make the best use of the knowledge and work experience of employees, to improve their skills, to create healthy and safe working conditions. Approves staffing. Makes decisions on hiring, moving and firing employees. Organizes the identification and analysis of problems in the work of the organization, work on the consideration of comments and suggestions of tourists, management and resolution of conflict situations. Organizes the preparation and timely submission of established financial statements.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; priority directions of tourism development in the Russian Federation; normative documents regulating the activities of the tour operator organization; basic concepts and organization of the tourism industry; foreign language; conjuncture of the market of tourist services; the procedure for the development and approval of plans for financial and economic activities; the procedure for concluding and executing civil law contracts; rules for the formation of financial statements and taxation in the field of tourism; rules and methods for conducting marketing research of tourism products; economics and organization tourism activities; systems for booking hotels and other tourist services, rules for issuing tourist services; the procedure for working with local and global telecommunication systems; geography of the countries of the world; fundamentals of the theory of statistics and analysis of statistical data; production and financial management; personnel management; business standards; rules for issuing tourist documentation; basics of psychology; theory of interpersonal communication; conflictology; systems and organization of remuneration and labor incentives; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 5 years of experience in tourism years or higher professional education (economics), additional professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hospitality organizations, economics and management at tourism and hospitality enterprises) and at least 5 years of experience in the tourism industry.

Head of the department for booking and sales of tourist products of a tour operator organization

Job responsibilities. He studies the conjuncture and development trends of the market of tourist products. It studies and analyzes the motivation of demand for tourism products sold, the needs of tourists and other customers of services. Creates databases on tourism products. Determines and coordinates prices for tourist products. Organizes and conducts business negotiations. Ensures the conclusion of contracts for the sale of tourist products. Manages the booking and sale of transport tickets, hotel reservations. Coordinates the fulfillment of obligations for accommodation, accommodation, meals and insurance of tourists for the period of a tourist trip, their transport, visa, excursion, medical care, provision of additional services (cultural and sports nature, guide-interpreter). Controls the booking of services, their confirmation and execution. Provides interaction with travel agencies, tour operators, tour agencies, hotels and ticket offices and other third-party organizations. Maintains documentation and prepares reports in a timely manner.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; basic concepts and organization of the tourism industry; terminology adopted in the tourism industry; methods of collecting, processing and analyzing information; market conditions for tourism products; reporting methods; theory and methods of marketing of tourist products; tourism organization management; standards of work with tourists; systems for booking and issuing tourist products; rules for working with databases and systems for booking hotels and other tourist services; travel insurance rules; geography of the countries of the world; foreign language; the procedure for concluding and executing civil law contracts; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.), other organizations; basics of psychology; theory of interpersonal communication; conflictology; rules for the formation of financial statements; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 3 years of experience in tourism years or higher professional education (economics), additional professional education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

Head of department for tourism products of a tour operator organization

Job responsibilities. Organizes work to study the requirements of tourists to tourism products, analyzes marketing research on the demand for tourism services. Searches for the most profitable partner organizations in terms of payment, terms and quality of service (hotels, airlines, etc.). Negotiates with contractors (service providers), agrees on the main terms of contracts for the provision of services, prepares draft contracts and ensures their conclusion. Concludes agreements with representatives of the host country on the promotion and sale of tourist products. Takes part in planning activities to promote tourism products (exhibitions, advertising campaigns, presentations). Organizes the development of standards and procedures for providing information about tourism products to travel agents and tourists, prepares guidance documents and instructs managers and agents selling tourism products. Organizes and participates in the development of techniques and methods of sales of tourist products. Organizes control over the implementation of tourist products and their after-sales service, the fulfillment by the receiving party and counterparties of obligations under the concluded agreements. Analyzes complaints and claims of tourists to the quality of tourist services, prepares proposals for filing claims against the host and contractors. Prepares reviews, reports on the work done, ensures their presentation to the management of the organization.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; basic concepts and principles of organization of the tourism industry; methods for determining the cost of tourism services and pricing of tourism products; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.), other organizations; methods of formation of tourist products; the procedure for drawing up contracts; rules for accepting counterparties and conducting negotiations; geography of the countries of the world; abbreviations accepted in the tourism industry; theory of interpersonal communication; foreign language; fundamentals of marketing and management; business standards; requirements for registration of tourist documentation; methods of information processing using modern technical means of communication and communication, computers; fundamentals of labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 3 years of experience in tourism years or higher professional education (economics), additional professional education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

Specialist positions

Tourist product manager

Job responsibilities. Carries out selection reference materials for tourism. Organizes the search, collection, primary processing and analysis of information on tourism, geography, history, architecture, religion, places of interest, socio-economic structure of countries, etc. to form tourism products. Based on the results of marketing research of supply and demand for tourism products, he develops the concept and program of the tourism product. Negotiates with contractors, agrees on the main terms of contracts for the provision of services, prepares draft contracts and ensures their conclusion. It studies the requirements for issuing visas and develops schemes for visa service for tourists for a specific tourist product. Develops proposals for the development of a new tour, including an internship in a foreign language for employees of a tourism organization in countries in which the tour operator organizes the implementation of a tourist product; organizes the implementation of introductory tourism products. Accepts orders from individual tourists or persons authorized to represent a group of tourists for the formation of tourist products and draws them up in the prescribed manner. Develops schemes for booking tourist products, their confirmation and processing. Determines the value of the tourism product. Keeps statistics of sold tourist products, prepares reports and submits them to the management of the organization. Provides the creation of a database of tourism products.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; basic concepts and principles of organization of the tourism industry; methods for determining the cost of tourism products; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.), other organizations; methods of formation of tourist products; the procedure for drawing up contracts with service providers; rules for accepting counterparties and conducting negotiations; geography of the countries of the world; foreign language; abbreviations accepted in the tourism industry; theory of interpersonal communication; fundamentals of marketing and management; business standards; requirements for registration of tourist documentation; methods of information processing using modern technical means of communication and communication, computers; fundamentals of labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Tourism product manager for tourism destinations (outbound, inbound, domestic tourism)

Job responsibilities. Carries out the formation of its own information bases on tour operators on the basis of tourism guides, catalogs and other sources of information. It studies the requirements of tourists, analyzes the motivation for demand for tourism products sold. Participates in the formation of tourism products. Develops proposals for changing the components of the tourist product, taking into account the individual and special requirements of the tourist or searches for tourist products that best meet the requirements of tourists in terms of terms, price and quality of service. Develops standards for providing information about tourism products to tourists. Provides training to managers and sales agents of tourism products. Provides managers and sales agents of tourism products with printouts, photocopies, catalogs, brochures, guides and other promotional materials necessary to inform customers about tourism products. Provides booking of services, their confirmation and execution. Participates in the development of methods for selling tourist products. Controls the implementation of tourist products, the fulfillment by the tour operator of obligations under the concluded agreements. It studies the complaints and claims of tourists regarding the quality of tourist services, conducts a statistical analysis of complaints and claims, and develops proposals to eliminate shortcomings in customer service. Prepares reports on the work done, presents them to the management of the organization.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; the procedure for drawing up contracts with service providers and for the sale of tourist products; the procedure for determining the cost of tours; rules for booking tickets and services; travel insurance rules; the order of work of consular and visa services; schemes of work with hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations; geography of the countries of the world; basics of management; theory and methods of marketing of tourist products; terminology and abbreviations accepted in the tourism industry; theory of interpersonal communication; foreign language; rules for issuing tourist documentation (tourist vouchers, vouchers, insurance policies, etc.); business standards; methods of information processing using modern technical means of communication and communication, computer; reporting rules; basics of psychology; theory of interpersonal communication; conflictology; fundamentals of labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 2 years of experience in tourism years or higher professional education (economics), additional professional education in the specialty "Tourism" and work experience in the field of tourism for at least 2 years.

Exit Visa Manager

Job responsibilities. Carries out interaction with diplomatic and consular institutions of foreign states, the Ministry of Foreign Affairs of the Russian Federation. Provides paperwork for tourists to obtain visas, passports, vouchers and other similar documents. Provides additional services to tourists related to obtaining an exit visa. Brings to the attention of tourists information about the rules of stay in foreign countries, the rules of conduct for tourists in the event of circumstances that seriously impede the adoption of measures to protect citizens of the Russian Federation and provide them with protection from the Russian Federation. Advises tourists on issues of visa and visa-free entry to the territory of foreign states, obtaining transit visas, on the features of the customs legislation of foreign states. Maintains the established documentation and prepares a report on the work done by the management of the organization in a timely manner.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; fundamentals of migration and customs legislation of the Russian Federation and foreign states; international treaties of the Russian Federation and intergovernmental agreements on visa-free travel; the order of work of consular and visa services; the procedure for processing and issuing documents for exit from the territory of the Russian Federation and entry into the territory of the Russian Federation; the procedure for transit through the territories of foreign states; addresses of diplomatic missions and consular offices of the Russian Federation abroad; addresses of diplomatic missions and consular offices of foreign states on the territory of the Russian Federation; foreign language; basic concepts and organization of the tourism industry; geography of the countries of the world; methods and organization of management in the field of tourism; business standards; methods of information processing with the use of modern technical means of communication and communication, computer; fundamentals of labor and civil legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 2 years of experience in tourism years or higher professional education (economics), additional professional education in the specialty "Tourism" and work experience in the field of tourism for at least 2 years.

Corporate Account Manager

Job responsibilities. Develop proposals for corporate clients and calculates the tourism product. Conducts business correspondence with partners in English. Organizes booking of accommodation, transfer, visa and insurance services for large groups tourists (from 100 to 1000 people). Organizes program development corporate trainings and entertainment programs(evening programs and banquets) at the request of a corporate customer. Accompanies tourist groups at conferences, seminars, congresses. Controls on the spot the accuracy of meeting the deadlines and schedules of the business, excursion and entertainment parts of the tourist program, accommodation of tourists and transfers. Participates in exhibitions and seminars on tourism. Works with the media.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; terminology on the subject of the tourism industry; abbreviations accepted in the tourism industry; social foundations of the tourism industry; partner market - tour operators, online systems for booking hotels and other tourist services; hotel base around the world; features of visas, air tickets, insurance, transfer to different countries; English language; basics of negotiation, business correspondence; methods of information processing using modern technical means of communication and communication, computers; rules for using local and global telecommunication systems, e-mail; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, tourism management, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and work experience in the field of tourism at least 1 year or secondary vocational education in the specialty "Tourism" and work experience in the field of tourism for at least 3 years.

Culturologist-animator

Job responsibilities. Studies and analyzes the cultural processes taking place in society in order to determine the needs of different social groups population and further organization of their leisure. Establishes contacts with cultural institutions, creative organizations, public associations. Develops and implements zonal and targeted cultural and leisure programs. Organizes sports and tourism activities, applies the latest achievements in it, modern equipment, develops tourist leisure programs. Organizes sports and health-improving activities from the standpoint of modern achievements of psychological and pedagogical science and best practices, develops individual and group leisure programs for the population and tourists. Organizes entertainment and entertainment events, develops and implements entertainment and entertainment programs for the population and tourists. Develops and implements innovative technologies organization of socio-cultural activities. Takes measures to ensure the safety of tourists.

Must know: laws and other normative legal acts of the Russian Federation in the field of culture, sports and tourism; theory and methodology for ensuring the safety of participants in organized events; methods of analysis, collection and generalization of information in the field of culture and art; techniques and methods for developing cognitive and creative initiative in the socio-cultural sphere of people of various social groups; history and theory of culture and art; tourist animation, the basics of theatrical art, directing and other special disciplines; world history and artistic culture; excursions, religious studies and local history; the content of the disciplines of the psychological and pedagogical cycle; innovative technologies for organizing socio-cultural activities; fundamentals of labor legislation; rules on labor protection and fire safety.

Qualification requirements.

Culturologist-animator of the 1st category: higher professional education (humanitarian, pedagogical) and work experience as a culturologist-animator of the 2nd category for at least 2 years.

Culturologist-animator of the II category: higher professional education (humanitarian, pedagogical) and at least 2 years of work experience as a culturologist-animator.

Culturologist-animator: higher professional education (humanitarian, pedagogical) or secondary vocational education (humanitarian, pedagogical) without presenting requirements for work experience.

Order Processing Specialist

Job responsibilities. Gives the customer (tourist) advice on the rules and the subject of the order (design, price, parameters, terms and place of the order). Verifies that all order details are present. Identifies the type of order. Sends the order to the appropriate department of the tour operator. Coordinates the work of the tour operator's departments involved in the implementation of the order. Controls the timely execution of the order. Corrects the terms and conditions for fulfilling orders and, if necessary, informs customers (tourists) about changes in order parameters. Maintains an archive of completed orders. Compiles a report (daily, monthly, quarterly, annual) on the fulfillment of orders for subsequent analysis and adjustment of the system for working with orders.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; normative documents regulating the organization of tour operator and travel agency activities; the range and characteristics of the offered tourist products; service booking system; technology of formation of tourist products; methods of motivating tourists to purchase tourist products; organization of work with the requests of tourists; requirements for registration and accounting of orders; the procedure for monitoring the passage and execution of orders; types of technical means for collecting and processing information, communications and communications; software for the activities of tourism organizations; foundations of social psychology; ethics of business communication; business standards; internal labor regulations, labor protection and fire safety rules.

Qualification requirements. Secondary vocational education in the specialty "Tourism" without presenting requirements for work experience in the field of tourism.

Tourism instructor

Job responsibilities. Develops the technique of tourist trips. Examines the list of tourist routes with a description of their features, evaluates the suitability of the route for a particular tourist group. Prepares route documents and cartographic material. Develops a tourist route, a schedule of a tourist trip and plans for activities that are supposed to be carried out on a tourist route, outlines checkpoints and deadlines for completing the stages of the route, studies difficult sections of the tourist route, determines ways to overcome them, registers the tourist route in territorial bodies Ministry of the Russian Federation for Civil Defense, Emergency Situations and Elimination of Natural Disasters. Participates in the formation of a tourist group. Organizes comprehensive training of participants of the tourist trip. Conducts briefings on the observance of precautionary measures on the tourist route. Prepares a cost estimate. Accompanies a tourist group on a tourist route. Advises tourists on life support issues on the tourist route. Organizes the preparation and selection of the necessary equipment, equipment and food, identifies the possibility of replenishing food supplies on the tourist route. Participates in the organization of events to strengthen and develop the material and technical base for tourism. Conducts systematic accounting, analysis, generalization of the results of tourist trips. Passes a special briefing at the route responsible for the operation, along which the tourist group is sent.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; social foundations of the tourism industry; methodology for organizing and conducting tourist trips; the history, culture and geography of the region through which the tourist route passes; sanitary and epidemiological state of the area of ​​the tourist trip; rules for compiling tourist routes; basics of topography and orientation on the ground; climatic and other features of the area along which the tourist route passes; basics of physical culture and health-improving work; the basics of medical control over the condition of tourists; rules for ensuring the life of the group during the hiking trip; rules for providing first aid to tourists; rules of orientation on the ground; rules for the operation of tourist equipment; rules for the operation of radio stations; ways of communication with rescue services, voluntary sports and other organizations on tourist routes; rules for the passage by tourists of tourist routes (hiking, water, mountain, etc.); action plan in case of emergency; theory of interpersonal communication; basics of psychology; conflictology; foreign language; rules for paperwork and reporting; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the specialty " Physical Culture and sports", "Recreation and sports and health tourism", courses of instructor-guides in accordance with the type of tourist route, at least 2 years of work experience in the field of tourism or secondary vocational education in the specialty "Physical Education", "Tourism", courses of instructors - guides in accordance with the type of tourist route, work experience in the field of tourism for at least 3 years.

Tourism Consultant

Job responsibilities. Organizes a survey of tourists in order to identify the most convenient tourist destinations, tourist routes, the time of a tourist trip; assists in their selection. Provides information to tourists about the location of museums, tourist sites, events, weather conditions at the intended place of stay, as well as tourism services and tourism products. Advise tourists on the conditions for visiting tourist sites, on visa provision, the rules for passing through passport, customs and other control at the point of destination when entering the country, as well as leaving it; about religious rites, shrines, monuments of nature, history, culture and other objects of tourist display that are under special protection; on the state of the environment; sanitary and epidemiological situation; about the history of tourist sites, safety rules on a tourist route or on a tourist trip, as well as actions in case of unforeseen situations at a tourist site. Prepares requests for booking services, tickets. Distributes promotional materials (brochures, booklets, maps, etc.). Keeps records of tourist requests based on the results tourist trips. Prepares a progress report for the management of the organization.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; geography of the countries of the world; assortment, classification, characteristics of the offered tourist products; features of tourist routes (sights, monuments of culture, architecture, nature, etc.); conditions of concluded contracts for the provision of tourist services; the program and conditions for servicing tourists on the tourist route (rules and procedures for travel, transfers, accommodation and meals for tourists, excursion service plan); rules for the stay of tourists in the countries through which tourist routes pass; schemes of work with consulates (embassies), hotels, transport organizations, other organizations; foreign language; terminology and abbreviations accepted in the tourism industry; theory of interpersonal communication; rules for issuing tourist documents and reporting; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education in the field of tourism (tourism, socio-cultural service and tourism, tourism and excursion business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 2 years of work experience in the field of tourism.

V. Qualification characteristics of employees engaged in hotel activities

Leadership positions

Hotel director

Job responsibilities. Plans the activities of the hotel, manages the production, economic and financial and economic activities of the hotel. Organizes the work and interaction of all functional and supporting departments and services, directs their activities towards the development and improvement of the hotel's activities, taking into account social and market priorities, increasing the efficiency of the hotel, increasing the volume of sales of services, increasing profits, improving the quality and competitiveness of services, their compliance with world standards, meeting the needs of tourists and other guests in hotel services. Ensures that the hotel fulfills its obligations to the federal, regional and local budgets, state off-budget funds, suppliers, customers and creditors, including bank organizations, as well as employment contracts and business plans. Organizes the production and economic activities of the hotel based on the use of new equipment and service technologies, progressive forms of management and organization of labor, scientifically based standards for material, financial and labor costs, market research and best practices (domestic and foreign) in order to improve the quality of services, economic efficiency, rational use of spending all kinds of resources. Takes measures to provide the hotel with qualified personnel, rational use and development professional knowledge and experience, creation of safe and healthy working conditions, compliance with the requirements of environmental protection legislation. Provides the right combination of economic, administrative and socio-psychological methods of management, unity of command and collegiality in discussing and resolving issues, material and moral incentives to increase production efficiency, applying the principle of material interest and responsibility of each employee for the results of the work of the entire team. Together with the labor collective, on the basis of the principles of social partnership, it ensures the development, conclusion and implementation of a collective agreement, compliance with labor and production discipline, contributes to the development of labor motivation, initiative and activity of workers and employees of the hotel. Entrusts the conduct of certain areas of activity to others officials- Deputy directors, heads of divisions and services 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, ensuring investment attractiveness hotels in order to maintain and expand the scale entrepreneurial activity. Protects the property interests of the hotel in court, arbitration, bodies state power and management.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; normative documents regulating hotel activities, including registration and passport and visa regime; rules for the maintenance of residential and other premises of the hotel and the organization of safe living conditions for guests; profile, specialization and features of the structure of the hotel, taking into account its category; prospects for technical, economic and social development of the hotel industry; production capacity and human resources of the hotel; guest service technology and organization of production; tax and environmental legislation; the procedure for drawing up and agreeing on business plans for the production, economic and financial and economic activities of the hotel; market methods of managing and managing a hotel; a system of economic indicators that allow the hotel to determine its position in the market and develop programs for entering new sales markets; the procedure for concluding and executing economic and financial contracts; market conditions; advanced domestic and foreign experience in organizing the hotel business and services; foreign language; international rules etiquette and business communication; managing the economy and finances of the hotel; organization of production and labor of workers; the procedure for the development and conclusion of sectoral tariff agreements, collective agreements and regulation of social and labor relations; labor and civil legislation; rules on labor protection and fire safety.

Qualification requirements. Higher professional education (economic, technical), additional professional education (hospitality, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and at least 5 years of experience in senior positions in the hotel industry.

Head of hotel fund service

Job responsibilities. Organizes the work of the hotel fund service and monitors the preparation and organization of work on guest service, room preparation, room replacement, washing and cleaning guests' clothes, cleaning common areas and administrative premises. Organizes the work on the disinfestation of rooms. Plans the work of employees of the hotel fund service to carry out non-standard cleaning procedures. Organizes the work of employees to provide first aid to guests and act in an emergency. Considers complaints and claims of guests and makes decisions on them. Monitors the compliance of employees of the hotel fund with the requirements of labor protection at the workplace, the transfer of cases at the end of the shift. Conducts production briefing of employees of the hotel fund service before the start of the shift. Provides assistance to subordinate employees in resolving problems that have arisen in the course of work.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; normative documents regulating hotel activities; rules for the provision of hotel services; rules for the maintenance of residential and other premises of the hotel; rules for the provision of household and other types of services; organizational structure hotels; the structure of the hotel fund service; theory of interpersonal communication; basics of psychology; basics hotel management and personnel management; methods of service quality control; methods of cleaning technology; range and characteristics of renewable materials for guests; types of equipment, instruments and materials used; characteristics chemical substances and insecticides; characteristics of accidents and rules for providing first aid to guests; how to deal with guest complaints; fundamentals of the scientific organization of labor; labor legislation; inner order rules; rules on labor protection and fire safety.

Qualification requirements. Higher professional education (hotel business, management of tourism and hospitality organizations) and work experience of at least 1 year or secondary vocational education in the specialty "Hotel Service" and work experience in the hotel industry of at least 3 years.

Head of reception and accommodation service

Job responsibilities. Supervises the preparation and organization of the work of the reception and accommodation service. Supervises the work of the reception and accommodation service for organizing meetings, greetings and serving guests, for their registration and accommodation. Organizes support and maintenance information base reception service data. Carries out the organization and control over the work on urgent orders, provides the necessary level of interaction with other services and management. Controls the organization of storage of valuables. Oversees guest complaints handling. Organizes work to provide first aid to guests and carry out actions in an emergency situation that requires immediate decision-making. Supervises the organization of work on settlements with guests and the procedure for the departure of guests. Monitors compliance by employees of the reception and accommodation service with labor protection measures at the workplace, monitors the procedures for transferring cases by employees at the end of the shift. Plans the needs for material resources and personnel of the reception and accommodation service units. Carries out an analysis of the difficulties in the work of the reception and accommodation service, makes changes in the work of the service. Provides assistance to service employees in resolving problems that arise in the course of work. Carries out the distribution of duties of employees of the service. Conducts production training for employees. Creates a system of motivation and disciplinary responsibility of employees of the reception and accommodation service, monitors the functioning of the incentive system, analyzes its effectiveness and improves it. Manages conflict situations.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; normative documents regulating the economic and economic activity hotels; rules for the provision of hotel services; organization of the activities of the reception and accommodation service and other hotel services; the procedure for calculating the departure of guests and the technology for organizing the departure of guests; technology of interaction with other hotels, including the transfer of reservations; the layout of the hotel premises; sales psychology; methods of promotion of hotel services; theory of interpersonal communication; file system rules text editors and spreadsheets to work on personal computer; list of services provided by the hotel; organization of the hotel security system; security alarm systems and rules for working with them; rules for the safe storage of guests' valuables; basics of conflictology; standards for dealing with guest complaints; rules for providing first aid to guests; course of action in emergency situations; fundamentals of physiology and pharmacology; rules for paying for hotel services; fundamentals of the scientific organization of labor; methods of planning the work of employees of the reception and accommodation service; foreign language; labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education (hotel business, management of tourism and hotel industry organizations, economics and management at tourism and hotel industry enterprises) and work experience in the hotel industry for at least 1 year or secondary vocational education in the specialty "Hotel service" and work experience in the hotel industry at least 3 years.

Specialist positions

floor attendant

Job responsibilities. Reception and accommodation of guests. Supervises the cleaning of common areas and administrative premises located on the floor. Provides first aid to guests in an emergency. Analyzes complaints and claims of guests and makes prompt decisions to eliminate them. Monitors compliance by employees with labor protection rules at the workplace. Supervises the transfer of cases by employees at the end of the shift.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulatory documents regulating the service sector; rules for the provision of hotel services and rules for the maintenance of residential and other premises of the hotel; theory of interpersonal communication; basics of psychology; basics of hotel management; methods of service quality control; methods of cleaning technology; sanitary and hygienic norms and rules for the maintenance of hotel premises; foreign language; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Reception service manager

Job responsibilities. Prepares jobs and organizes the work of the reception and accommodation service. Coordinates the work of employees of the service for the meeting, registration and accommodation of guests at the hotel. Coordinates the work of storing and retrieving information from the file system. Supervises the work on the issuance and storage of room keys. Coordinates the work of escorting guests to their rooms. Organizes work on the transfer of information for guests. Coordinates the work of storing guests' valuables. Works with complaints and claims of guests, makes decisions on them. Provides first aid to guests in an emergency. Coordinates the work of service employees for settlements with guests upon departure. Handles handovers at the end of the shift.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; rules for the provision of hotel services; foreign language; theory of interpersonal communication; systems of reception and accommodation services; layout of the premises of the reception and accommodation service; fundamentals of the scientific organization of labor; rules for using office equipment; methods of promotion of hotel services; principles of maintaining a file system, text editors and spreadsheets for working on a personal computer; organization of 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; the theory of first aid; emergency procedures; fundamentals of physiology and pharmacology; rules and procedure for settlement with guests upon their departure; technology of interaction with other hotels, including the transfer of reservations; security alarm systems and rules for working with them; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Higher professional education (hotel business, management of tourism and hospitality organizations, economics and management at tourism and hotel industry enterprises) without presenting requirements for work experience or secondary vocational education in the specialty "Hotel Service" and work experience of at least 2 years.

Concierge

Job responsibilities. Provides guests with information about the hotel, services provided, events held on the territory of the hotel. Contributes to the achievement of maintaining a high level of customer service. Daily controls the list of arriving guests, highlighting the VIP category (special attention), and provides this information to the interested services. Provides check of rooms intended for guests of the VIP category, meets guests during check-in, accompanies them to the room, informs them about the services provided at the hotel. Accepts and fulfills guest orders for booking travel (air, rail, bus, cruise) tickets. Receives mail, checks it, sorts it and organizes delivery to guests in the room. Receives messages, ensuring accurate transmission of information to the destination. Accepts orders from guests for car rental, taxi call, draws up outfits and waybills drivers. Accepts and fulfills orders from guests wishing to visit theaters, circuses, etc. Provides assistance in obtaining information regarding excursions, entertainment. Provides facsimile services upon request. Provides detailed information about sights, museums, exhibitions, etc. Fulfills the instructions of the guest. Performs cash transactions, ensuring the correct maintenance of financial reporting documents.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; rules for the provision of hotel services; the layout of the hotel premises; organization of the work of the hotel, reception and accommodation services; rules and procedures for booking hotel rooms, receiving, registering, accommodating and leaving guests; service standards; rules for using office equipment; security measures; security alarm systems and rules for working with them; foreign language; basic norms of international etiquette; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Secondary vocational education in the specialty "Hotel service" without presenting requirements for work experience.

receptionist

Job responsibilities. Meets and greets guests. Performs registration and accommodation of guests. Enters guest accommodation data into the hotel management system. Contacts with guests in a foreign language on the subject of his service. Carries out work on the issuance of keys to the rooms. Issues permission for guests to stay in the room upon presentation of a passport or other identification document. Monitors compliance by guests with the rules for using the hotel, organizes the storage of guests' valuables. Connects long-distance and international communications to the room and organizes the provision of other paid services provided by the hotel. Tracks the balance of the deposit for telephone communication and other paid hotel services. Reviews guest complaints and takes action to resolve them. Makes settlements with guests upon their departure. Organizes the departure and seeing off of guests. Provides first aid in an emergency. Receives mail and messages. Receives and delivers correspondence to guests. Informs guests about additional services provided by the hotel paid services. Keeps a journal and a book of delivery of duty.

Must know: laws and other regulatory legal acts of the Russian Federation in the field of tourism; regulatory documents and instructions relating to the work performed; foreign language ( vocabulary on the subject of the reception and accommodation service); rules for receiving and serving guests; rules of registration and passport and visa regime in hotels; location of rooms and standards for equipping rooms and hotel rooms; the procedure for booking hotel rooms; rules for the operation of cash registers; methods of information processing using modern technical means of communication and communication, computer; rules for using the file system (storage, retrieval of information, etc.); types and systems of keys; rules for settlement with guests upon their departure; technology for transferring reservations to other hotels; the layout of the hotel premises; organization of hotel services; security alarm system and rules for working with it; fundamentals of labor legislation; internal labor regulations; rules on labor protection and fire safety.

Qualification requirements. Secondary vocational education in the specialty "Hotel service", without presenting requirements for work experience.

To create a positive image and good reputation of any hotel, it is very important to choose the right staff. It is necessary that employees be good professionals, and their number is sufficient for the smooth operation of the hotel. Each hotel has a different number of staff, but in any case, the following positions are mandatory: administrator, doorman, porter, security guard, cook, concierge, maid and reservation manager. Mandatory requirements for these positions are: knowledge of foreign languages, stress resistance, goodwill, ability to communicate with people, etc. It is also very important to have a diploma on the assignment of a particular qualification. Hotels such as the Cannes Palace Hotel, for example, traditionally choose only the best staff.

The duties of the administrator include receiving, registering guests, monitoring the implementation of guests' requests and implementing intercom with various hotel services. People of this profession should have increased resistance to stress, be disciplined and good organizers. Also, in some cases, the duties of the administrator include performing the functions of a booking manager, cashier. For the convenience of guests, large hotels may have several administrators.

The porter or porter is a kind of "calling card" of the hotel, because. it is with him that the acquaintance of guests with the hotel begins. For small hotels, it is typical to combine the duties of a porter and an administrator.

One of the most important professions in the hotel business - this is a maid, because It is she who is responsible for the cleanliness of the entire hotel and rooms. This profession does not require special education, but it requires great physical effort. And if the cleaning process is carried out with the help of various modern equipment, then such work as making the bed, checking the condition of the interior in each room, collecting things forgotten by the guests require constant attention and concentration. The maids also do laundry and ironing.

The duties of a concierge include taking care of hotel guests: booking a table in a restaurant or tickets for events, booking transport tickets, taking care of guests' clothes, organizing babysitting for children, if necessary, etc. The concierges of the Cezanne Hotel Spa, which is located in Cannes, are a kind of benchmark.

The main responsibility of the booking manager is to make the reservation, the necessary consultations. Therefore, the requirements for this specialty are very high: competent speech, the ability to conduct telephone conversations, knowledge of the city, etc.

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