Today, the hotel business is flourishing not only abroad, but also in our homeland. With this in mind, it makes sense to consider this environment as a potential place of work. What vacancies are there? What are the responsibilities of working in hotels? And who is being taken there?

Who is needed at the hotel?

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

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

Hotel manager

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

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

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

  • Communication skills, since working in hotels implies continuous communication with clients.
  • Organizational skills, because most of the administrator's responsibilities are associated with setting and adjusting tasks for
  • Quick-wittedness - nowhere without it, since non-standard situations will constantly arise out of the blue.

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

Reception

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

Most often, in small hotels, the receptionist sits at the reception. On the other hand, expensive hotels prefer to hire separate personnel for this position. This is due to the fact that their reception area allows many more visitors to pass through it, which justifies the additional cost.

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

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

Hotel maid work

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

In particular, the following tasks fall on her shoulders:

  • Maintaining order in the room: wet cleaning, dusting, changing bed linen, disinfecting the bathroom, and so on.
  • Material base check. The maid without fail inspects all furniture and objects in the room in order to make sure that they are intact. The same goes for electrical appliances, showers, locks, and so on.
  • Control of some paid services. For example, so that the guest is not left without drinks, she should look into the minibar every day.

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

Doorman

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

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

  • Assisting guests with loading and unloading luggage.
  • Calling a taxi.
  • about sights, places to walk, shopping and so on.
  • Help with parking (in expensive hotels there is a separate category of employees for this).
  • Reception of letters, calls and documents of guests.

Who else is needed at the hotel?

Hotel work is multifaceted. Therefore, in addition to all the above positions, there are other specialties that are no less in demand. Let's take a quick look at them:

  1. Chefs. Most of the hotels offer their customers the opportunity to refresh themselves within the walls of their establishment. The cuisine here can be as ordinary as banal (scrambled eggs, oatmeal and black coffee), and very refined (French, Italian, oriental dishes). However, any of the options assumes the presence of your own chef and his assistants.
  2. Dry cleaning workers. Prestigious hotels prefer to use their own laundry, as it is much cheaper to maintain it than using the services of other companies.
  3. Movers. They are needed both to complete the everyday tasks of the hotel (receiving linen, food, household chemicals), and to help guests (delivering things to the room).
  4. Economists. The more prestigious the hotel is, the greater its profit. Therefore, management often recruits an entire economic department: HR managers, marketers, PR specialists, accountants, and so on.
  5. Support staff. In order to stay ahead of their competitors, hotels will often introduce additional services into their service. Therefore, it should not be surprising that some of them are recruiting massage therapists, fitness trainers, experienced guides, translators and so on.

Features of work in the hotel business

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

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

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

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

The presence of a close-knit team of qualified specialists is the key to successful business in any industry, including in the provision of hotel services. When selecting staff, hoteliers must rely on a careful selection process to ensure that qualified staff are not lost. After all, do not forget that the hotel staff is essentially the "face" of the establishment and much depends on how the staff looks, whether they behave tactfully when stressful situations arise, whether they perform their duties efficiently. The right team of professionals can ultimately have a positive impact on the profit, profitability and development of the hospitality business. What basic principles must be adhered to in the selection process and what should be paid attention to when hiring an employee to work in a hotel, we will consider below.

The process of selecting hotel staff. Main steps.

Experts advise, when choosing an employee, to carry out several stages of his testing:

  • The first stage is carried out by the specialists of the personnel department. During the interview, it is necessary to find out how interested the candidate is in getting a vacancy and whether he meets the personal and business requirements for applicants.
  • The second stage of testing is carried out by immediate supervisors. For example, when selecting a waiter, the interview at this stage should be conducted by the director of the restaurant and the general manager of the hall. The main task is to test the highly specialized skills and abilities of the candidate.

When recruiting personnel for any position in a hotel, it is important to remember that qualified employees must meet a number of requirements for employees in this field of activity. What you need to pay attention to in the first place:

  1. Stress tolerance level of the candidate

This quality is fundamental for people who want to work in the service sector. The hotel staff in all situations must behave with restraint, in accordance with the standards of conduct established in the institution. For example, when communicating with guests, it is necessary to adhere to etiquette, violation of chain of command is not allowed. The staff must be able to competently conduct telephone conversations, respond kindly to customer requests, and follow the procedure for registering guests.

You can check the level of stress tolerance of a candidate by placing him in an uncomfortable position by provocation and checking his reaction.

  1. External view

Personnel appearance plays an important role in the hotel business. It requires strict adherence to the standards governing the hairstyle (we are talking about the color and length of the hair), makeup, shoes, the number of jewelry, the presence of tattoos, and so on.

  1. Candidate questions

Human Resources employees always pay close attention to what kind of questions applicants ask during the interview. This approach allows you to determine how much the candidate is motivated to get a position, what goals and objectives he pursues.

  1. Availability of recommendations from past jobs

Requirements for personnel in temporary accommodation facilities

The main requirements that candidates for the positions of hotel employees must meet can be conditionally divided into 4 categories.

Qualification

All employees must have appropriate training, that is, be qualified specialists in the field for which they are applying. When conducting an interview, it is necessary to clarify whether the candidate has a specialized education, which must be confirmed by the relevant documents. An important factor is the applicant's work experience.

Foreign language proficiency

Knowledge of foreign languages ​​for hotel employees is a prerequisite. The required level of knowledge and the number of languages ​​depends on the position for which the applicant applies. For example, employees of a five-star hotel are required to speak at least three foreign languages ​​fluently.

Behavior

One of the most important qualities required by hotel personnel is the ability to demonstrate hospitality. Hotel workers should be, first of all, friendly, discreet, calm and patient.

Physical health

All categories of employees in temporary accommodation facilities are in contact with clients and are required to regularly undergo all the necessary medical examinations to obtain a health book. Without its presence, the employee cannot be allowed to work.

In conclusion, we note that the more carefully you approach the personnel selection process, the less staff turnover in the hotel will become over time. A competently selected team of professionals helps to avoid difficulties in the event of conflict situations, which affects the overall impression that guests get about the institution. Staff can help build a positive reputation for a hotel, so it is worth paying special attention to recruiting.

The guest service is either an independent unit. The staff of this service works with customers in constant contact and performs functions related to service. The service department is headed by a manager, to whom the doormen, pages (messengers), baggage operators, elevators, concierges, couriers, and drivers are subordinate. Sometimes the work of this service is coordinated by the concierge.

The work of this service is simple, but important. Doors are the first to greet guests at an informal level. Dressed in conspicuous uniforms, they stand at the door, greet guests, help them get out of the car, call a taxi for them. People in this position usually get quite a lot of tips, in the old days it was passed from father to son or was sold for several hundred thousand dollars. Rumor has it that this is one of the most lucrative positions in the hotel, generating as much income as the general manager. The doorman meets the guest, opens the door, calls a taxi, manages the parking lot, helps the guest to unload, guards the luggage and hands it over to the luggage carriers who bring it into the hotel and then carry it to the rooms. The doorman should also help the guest find their way around the city, know its main attractions, etc.

The main function of the bellhop is to accompany guests, deliver luggage to their rooms. It is also useful for them to know a thing or two about the hotel's surroundings and everything about the hotel itself and its various services. Constantly in contact with guests, they should be helpful, pleasant to deal with. Helping guests get into the room, they explain what works and how.

Concierges and concierges are also service personnel in uniform. They can be seen at a special table in the hotel lobby or on the floors where this type of service is provided. They provide guests with many services:

1. get tickets for the most popular performances, even if they are asked about it on the day of the performance, of course, with a 50% surcharge on the ticket price;

2. organize a table in the restaurant, even if there are no empty seats;

3. give advice on local restaurants, attractions, entertainment venues;

4. book seats for flights and give confirmation of them;

5. Provide various services to VIPs, including shopping.

6. Less typical concierge services:

7. organization of a wedding within two days;

8.Application of visas at the consulate or embassy

9. execution of a business order.

Housekeeper at the hotel, who is the cleaning staff.

The maid should know:

1. rules of sanitation and hygiene for the maintenance of hotel rooms;

2. device and rules of operation of the serviced equipment and devices;

3. quality standards for bringing hotel rooms in order;

4. purpose and concentration of disinfectants and detergents;

5. rules for the operation of sanitary equipment;

6. operating hours of the enterprise;

7. organizational structure of the enterprise;

8. safety and fire safety regulations;

9. internal labor regulations;

10. rules and norms of labor protection.

Appointment to the position of a maid and dismissal from office are made by order of the general director on the proposal of the hotel manager.

The maid reports to the hotel administrator.

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

Job responsibilities:

1. Cleans and keeps clean hotel rooms, bathrooms and other premises assigned to it.

2. Carries out the change of bed linen and towels in the time provided by the standards of service and internal regulations in the hotel, makes beds.

3. Together with the administrator of the hotel, accepts a hotel room from the residents upon their departure.

4. Upon detection of damage to property and equipment by residents, inform the hotel administrator.

The cashier at the hotel belongs to the category of technical executors, is hired and dismissed by order of the director of LLC "Tatiana" on presentation. To perform the functions assigned to him, the cashier for settlements in the hotel must:

1. Make settlements with residents for the services provided.

2. Accept and process money received from clients as compensation for damage to property, international negotiations, services provided to the client (sauna, luggage room, rental, courts, service center, etc.).

3. Control the timeliness of payment by clients for the services provided and take measures to pay off the debt.

4. Ensure the safety and correct execution of cash documents, receipt forms and questionnaires of citizens living in the hotel.

5. Timely carry out operations for the receipt and delivery of cash proceeds according to the established rules.

6. Maintain established reporting.

The manager of the booking department belongs to the category of specialists and is directly subordinate to the head of the reception and accommodation service. A person who has education without any requirements for work experience is appointed to the position of the manager of the booking department.

The booking manager should know:

1.foreign languages

2.the culture of interpersonal communication

3.Abbreviations adopted in the international tourism / hotel industry

4.the basics of labor legislation

5.Rules and norms of labor protection

6.Rules for the operation of communications

The booking manager should be able to:

1.use modern means of communication (telephone, fax, copier, personal computer, etc.)

2.store and retrieve information from the file system

3. prepare and organize work.

Reservation manager:

1. provides the client with verbal and written information about the placement and sale of rooms in the client's language;

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

3. Carries out preliminary reservation of places in the hotel by phone, telex and fax;

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

5. receives and transmits information with accuracy, checks the receipt of information by the addressee;

6. transfers cases at the end of the shift.

Messenger - a person whose duties include keeping watch at the pile of accommodation, welcoming guests, receiving incoming correspondence and delivering it to its destination. Deliver or bring in or take out luggage from the rooms. Ensure the safety of things and luggage. Carry out small errands and requests of guests.

The messenger must have at least secondary education, know a foreign language, for example, English. It is necessary to know the norms of international etiquette and behavior, the basics of etiquette and ethics of serving guests, must have a neat appearance and is in uniform. Be polite and attentive with guests, observe all the standards of conduct that are created for all hotel employees, maintain their appearance in an exemplary manner, know how to behave in an emergency, comply with safety and labor protection rules. He must show constant responsiveness to the needs of the guests.

The messenger is responsible for the timely and high-quality performance of his job duties and work technology. Bears financial responsibility for not ensuring the safety of the things and luggage entrusted to him.

The bartender is a seller of goods, so he must be a sociable person, be able to advertise and sell his goods profitably. Some visitors, coming to the bar, know exactly what they want and are ready to quickly place an order. Others start choosing by walking up to the bar. In both cases, the bartender can influence their choice by acting as an expert. Besides, the bartender should be friendly, ready to help, he should try to satisfy the client's needs.

The specificity of the service is that the staff should have as much information as possible about the hotel itself and its services, as well as about local conditions and attractions. The customer service is open 24 hours a day, 365 days a year and must provide information and services to its guests at their first call. The responsibilities of this service include the constant updating of such information, as well as the provision of advertising and operational information.

Good service attracts visitors, they can become regular customers of the bar. Conversely, the bartender's careless, inattentive attitude towards visitors and his duties scares off customers. The bartender should be aware that his work is paid for by the visitors. They should receive adequate service for their money.

What should an employee be like? Requirements for the applicant

In this section, we will focus only on some of the services of our hotel. This is a reception and accommodation service, a maid service, a reservation department. Let's also say a few words about the main person in your hotel - the manager.

The employees of these services are "visible" to your customers, and that is why their work should be given maximum attention. Hotel personnel management must be in good hands. If you entrust the hiring to a HR manager, then you must be sure that he clearly understands the specifics of the hotel business. The staff must meet all the requirements of the specifics of the hospitality industry.

In this section, I will share with you my observations and conclusions that help improve the quality of the work of the employees of these departments.

Reception and accommodation service

  • When hiring a receptionist, remember that he is the first person of your hotel. It is important both charm and a benevolent smile, pleasant manners and the absence of the habit of smoking (you must admit that a person who smokes smells bad, and this can scare away the guests). For a mini-hotel, it is better to hire a girl for the vacancy of an administrator; for a large hotel, you can also hire a young man.
  • A form is required for the administrator. Possibly just a black bottom, a white top - the administrator should look personable and inspire confidence. If you do not want to purchase a uniform, add an element to the administrator's suit that says that this person represents your hotel. It can be a scarf with your logo, matching vests, etc.
  • A badge indicating the position and name is required - your guest must know who he is talking to.
  • The hotel administrator must be competent in all matters. Knowledge of the city is a must! The ability to recommend a restaurant, museum, club to a guest is an important indicator. Knowledge of foreign languages ​​is desirable, especially if you have a specialized hotel or it is located in the city center, where there are many foreign tourists.
  • The work schedule must be strictly adhered to, overtime is prohibited. The appearance and freshness of the administrator after two days of continuous work leaves much to be desired. He will not be able to adequately fulfill his duties.
  • The administrator is obliged to observe the etiquette of communication and remember that the guest is always right. Therefore, when hiring an administrator, pay attention to his sociability and psychological stability in a stressful situation.
  • An administrator is not a lifelong job. But the task of a competent leader is to reduce staff turnover to a minimum. Nothing inspires more confidence in the client than the administrator, whom he sees when visiting your hotel for the second and third time, especially if a decent amount of time has passed between visits.
  • Constantly monitor personnel, conduct certification and inspection. It is important to notice the unfair attitude to work in time, before it harms your image.

Hotel administrator. Responsibilities and key rules.

  • All bad mood and personal problems remain outside the hotel doors.
  • A clean and tidy look is a must!
  • The client should be greeted standing up and smiling.
  • Be polite and always show interest in whatever the client says.
  • Know the set of the most common claims and the model of your behavior in each of them.
  • Accompany the guest more often, rather than just show him the way;
  • Remember the personal preferences of the guest and suggest them next time on your own initiative; It's good if, when addressing a guest, you call him by name and patronymic.
  • Inform other services about special requests or needs of the guest;
  • Never tell guests to contact other departments. Always contact services for them or on their behalf yourself;
  • Be prepared to make informed offers and advertise hotel services by continually updating your product knowledge;
  • Be attentive to the needs of guests and offer assistance anywhere, anytime;
  • Be aware of the events taking place in the city in order to always be able to help the guest to organize his leisure time;
  • The right attitude towards guests helps to build a hotel's reputation for excellent service;
  • The customer standing in front of you is always more important than the potential customer calling on the phone. If a client is standing in front of you and the phone rings, do not be distracted by the call until you agree with the guest. If he has time to wait, he will offer to pick up the phone himself.
  • Never speak badly about management or other parts of the company in front of guests.
  • Respect the security and privacy of the guest;
  • Promises to guests must be honest and always delivered on time;
  • Whenever you make a promise on behalf of another department, make sure that the promise can be kept;
  • When a promise cannot be fulfilled, for example, due to a delay in the provision of a service, inform the guest of this before he makes a complaint. Apologize, explain reasons and suggest alternatives;
  • Always ensure that the information provided to guests is correct;
  • Take personal responsibility for tracking guest requests and inquiries;
  • always act positively. Avoid phrases: "I'm sorry, but ...", "Unfortunately ...";
  • Not a single customer comment should be ignored.
  • In any situation, remain calm and calm and do not raise your voice.
  • When you have completed the request, inform the guest about what YOU did and when;
  • Remember the guest's need for privacy and be attentive without interfering with privacy;
  • Never interrupt a guest unnecessarily if he is carrying on a conversation;
  • Keeping promises builds guests' trust.

Maid service

The work of the maids, like nothing else, is noticeable to the guest. Even if he had an excellent opinion of your hotel when booking, and the receptionist was courteous and professional upon arrival, everything can ruin a poorly cleaned room. Hair in the sink, no debris taken out - and you can say goodbye to this client, most likely forever.

Most of the work of maids is low-skilled labor, and the main percentage of workers are women after 50 years. Therefore, it is especially important to monitor their work in the field. In our hotels, the senior administrator is in charge of the work of the maids. It is to him that the maid reports on the work done.

What should you pay special attention to when hiring a maid for work:

  • The work of a maid is hard physical labor. About 10-15 rooms have to be cleaned a day, depending on the load at the moment and on the total number of rooms in the hotel. That is why make sure that your maid is in good physical shape and ready for hard physical labor (check separately if you are allergic to detergents.).
  • The maid should also look neat and tidy. She is in the same contact with guests as the administrator. If the hotel does not provide uniforms, it is worth discussing separately how the maid should look.
  • Pay attention to the maid's mannerisms, her communication skills, and her knowledge of etiquette. The maid should be invisible to the guest, but if necessary, she should be able to help the guest with his problem (show the way, help in any issue).
  • The working hours of the maids should be shiftable. If you do not need a maid on the night shift, then a 2/2 shift schedule is possible. In our hotels, we take a different approach. There are maids working on weekdays (five days) and weekend maids.

Reservation department

Reservations staff constantly deal with customers, but not in person. Their job is telephone sales of your room stock.

Therefore, when hiring a booking manager, we advise you to pay attention to the following points:

  • Diction. The booking manager must have excellent diction and a pleasant voice. It will be difficult for the guest to explain that the manager wanted to say something quite different from what he heard.
  • The manner of communication, knowledge of etiquette. I'm not talking about telephone etiquette, this can be taught, but the basic rules of communication should be at a high level.
  • A high level of self-organization and attentiveness. The booking manager has to deal with a huge amount of documents, so his level of responsibility must be high.
  • High level of stress resistance. Communicating with people, even by phone, is psychologically difficult work, and your employee must be able to communicate with any client, restraining his personal emotions.

Hotel manager

Your hotel should be managed by a specially hired and well trained manager (like the captain on a ship) - a professional in his line of business. Everything depends on him, although it is difficult to outline the clear boundaries of his work. The manager is responsible for organizing all internal processes of the hotel.

A collective portrait of an exemplary manager: a woman or a man with a high level of responsibility. The manager is punctual, meticulous, stubborn, skillfully communicates with all the hotel staff (he rarely encounters clients), is able to make non-standard decisions, and has a higher education (possibly a non-core one).

The average age of a manager is 25-40 years old, when the brain is not yet ossified and is able to generate ideas. And although personnel management of the hotel is not his direct responsibility, it is necessary that the position of the manager in work is shared by the employees around him.

If you have a mini-hotel (7-10 rooms), there is no point in keeping your manager, the management company will offer you a good specialist for part-time work. Thus, you will save on your expenses and will not lose quality.

Remember, the manager is the person who brings all of your staff together into one strong team.

The staff, organization structure and management of a hotel depend on many factors. Chief among these, 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 receptionist 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 his payment. Also, all production features of a particular place of work and labor protection measures should be taken into account.

In addition to the concluded contract, any employee in his activities must be guided by the hotel's internal rules and regulations, 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 - customer service with high quality while ensuring the proper level of their safety.

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

Obligations of the hotel administrator

As mentioned above, the duties of the 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 clients, which begins right upon check-in. 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, issuing and receiving keys to hotel rooms, accepting and delivering correspondence to the addressee, filling out the necessary documentation and making settlements with clients.

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

Responsibilities of the hotel manager

The hotel manager is the top 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 hotel business, as well as the basic rules of its conduct, including organizational and financial issues.

The hotel manager manages all activities of the organization, financial, economic and economic. The most important area of ​​the hotel manager's work is personnel management, which should be aimed, first of all, at improving the quality of service for hotel visitors. It is the manager who concludes contracts with employees and monitors their compliance with internal regulations and the requirements of job descriptions.

The success of the entire hotel largely depends on the efficiency of the manager.

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 daily communicate with visitors 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 for 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 and hygienic accessories in accordance with the norms and rules of the internal order approved by the hotel;
  • completing 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 equipment of the rooms;
  • fulfillment of orders and orders of the administrator and manager of the hotel.

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