home Remote work and freelance Profession: hotel and restaurant business. Hotel and restaurant business: what to take and a list of educational institutions Hotel restaurant business professions

Profession: hotel and restaurant business. Hotel and restaurant business: what to take and a list of educational institutions Hotel restaurant business professions

The hotel business and tourism are very well developed today and continue to develop further. In this regard, organizations are interested in finding young professionals who know the basics of hotel service and tourism. This is a highly controversial profession, and this article will help you understand if studying for hospitality is worth it.

Description of the specialty

The Hospitality Specialist works primarily in the hospitality industry, but may be involved in restaurant or tourism activities. Most often, colleges and universities teach in the specialty “Tourism and hotel service”, and the graduate receives the qualification “Manager of tourism and hotel service”. He can independently choose the type of activity that he wants to do.

The specialist is engaged in organizational, managerial, production and technical activities. A graduate of the specialties "Hospitality", "Hotel Service" or "Tourism and Hotel Service" can work in hotels and inns, restaurants, resort complexes, travel agencies.

During their studies, future managers study the basics of service and etiquette, management, organization and management of the hotel business, business planning, hotel animation and other interesting disciplines necessary for further work.

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Interesting disciplines. During their studies, students study useful and interesting humanitarian and socio-economic disciplines. This specialty should be chosen for those who are not very well versed in mathematics, physics and other technical sciences.
Ability to communicate. The ability to build a dialogue is an important quality for any manager, including a hotel manager. The specialist must be able to correctly and, most importantly, talk politely with the guest and be able to solve his problems. In universities and colleges, future managers are taught correct communication, as well as psychology, so that they can immediately understand a person and adapt to his mood and character.
Important qualities in life. The disciplines and sciences studied in the course of study, as well as the acquired qualities, will be useful in any area, not only in the hotel. Therefore, even if a graduate does not work in his specialty, he will always be able to find a job in another or a similar field, and even create his own business.
Ability to draw up business plans and open new hotels. Graduates of this specialty do not necessarily work as receptionists or other service personnel. They can also design their own hotel or hotel and create their own business.
Good wage. But even the service personnel in hotels, especially large ones with a category above 3 stars, earn good money. The average salary of a hotel administrator is 30,000 rubles.
There are career prospects. After several years of work, an ordinary administrator can become a manager of a hotel, whose salary is several times higher. In the hospitality industry, even maids and waiters can grow in their careers.

Minuses

Nervous and stressful work. The hotel administrator does not always manage to stand calmly at the counter, smile and talk with guests. Sometimes there are very nervous guests who are constantly not satisfied with something, and you have to solve their problems.
Irregular working hours. Usually hotel staff work in shifts: 2/2 (shift per day / shift at night and 2 weekends). Not everyone will be able to adapt to such a schedule, except for this - it is very exhausting. But there is always an opportunity to change.
You have to spend a lot of time on your feet. When communicating with a hotel guest, the administrator must stand in accordance with the rules of etiquette. All hotel workers: manager, administrator, maids, doormen, etc., spend a lot of time on their feet, as they constantly need to serve guests.
It is difficult to enter a university on a budget. There are very few budget-funded places in this specialty in universities, and most often students study for a fee. To enroll on a budgetary basis, you need to score above 250 USE points. But there is an alternative - in colleges there are many more free places, and it is easier to enroll there.
You can get a job without education. Today, many hotels, travel agencies and other similar organizations hire specialists without education - they are trained right on the spot. Therefore, you need to think - is it worth spending 4 years on training, if you can get a job without it?

Still, professionals with a degree in Hotel Service are more likely to get a job than those who do not.

On the basis of 9 classes, you can only enter college, the term of study is 3 years... For admission to college, only a certificate is required, since the rating of applicants is formed by the average score of the certificate.

After grade 11, you can also go to college (according to the average grade of the certificate), but the term of study will not be 3, but 2 years. Also, applicants who have passed the exam in the required subjects can apply to 5 universities. For admission, the following items are required:

Each educational institution has its own requirements and necessary subjects for admission. Therefore, you need to familiarize yourself in advance with the requirements of each university you plan to enroll in. The term of study at the university is 4 years.

Everyone decides for himself whether to enter this specialty or not. On the one hand, it is interesting and not boring; while studying, you can get a lot of useful knowledge that will be useful in life. On the other hand, if hotels accept people without work experience and education, why waste time studying? But if you want to open your own hotel in the future, education in this area will greatly help to do this.

Hotel management in Switzerland, restaurant business, culinary arts - today all these specialties are recognized as promising, and the sphere itself is a dynamic and developing sector, where it is profitable to invest funds. For this reason, there is a growing demand for hospitality services and good professionals. A quality education in the tourism industry plays almost a key role in the development of a successful career. Russian students or foreigners have the opportunity to receive a prestigious diploma in one of the areas only abroad.

The best hospitality schools in Europe and abroad: list, rating, cost

Switzerland is recognized as the birthplace of professional education in the field of tourism, hotel business and restaurant business. It was in this country that the first educational programs for key industry specialties. Since the industry does not stand still, the list of in-demand specialties is also expanding, creating the need for new educational programs.

The educational structure itself in the hospitality and tourism industry is complex. It combines the theoretical and practical parts in a balanced way, because the main task such education - by the time of receiving a diploma of education, make a ready-made professional. Therefore, all students receive their first experience of working in real conditions less than six months after the start of their studies.

Internships in operating companies are a compulsory element for every student of all majors presented. Separately, we note that practice in Swiss or European universities takes place not just in hotels or restaurants, but in establishments of leading brands in the tourism and hospitality industry: these are Four Seasons, Hilton, Hyatt, The Ritz-Carlton and other prestigious companies. Such cooperation between business and higher schools helps future specialists to get a good job after graduation - according to statistics, more than 75% of graduates receive a job offer from their place of internship. Therefore, the majority of college and hospitality university students quickly go to work and begin to build a career.

This article provides a list of outstanding institutes and schools of hotel and restaurant business, culinary arts around the world: in the USA, Spain, Switzerland, Turkey, France, Germany, where you can either undergo training or get a profession or master's degree in the following areas : hotel business, hotel management, restaurant business, culinary arts, etc.

This article will present educational institutions that teach in English language... The company's specialists have selected educational institutions in various price categories and countries so that you can choose the most suitable option for yourself.

Hospitality training in Turkey:

Antalya: from 4,700 euros in year

Hospitality Schools in Spain:

- Master in Hotel Management or Tourism Management (in English) from 6,000 euros in year
- offers programs in Hotel Management and Tourism, Management of events in the field of tourism from 7900 euros in year
is the most prestigious hotel management school in Spain. For a bachelor's degree, the cost of programs is from 17,000 euros in year

Hotel management training in Germany:

Bad Honef (Cologne) and Berlin: - the best employment institute in Germany offering programs for Tourism, Hospitality, Event Management - price from 7000 Euro

Training in hotel and restaurant business in France:

- Hospitality, Tourism and Event Management - price from 8000 euros in a year

Hospitality institutes in Switzerland with costs:

, Lucerne, Switzerland. From 40,000 Swiss francs a year without residence.
from CHF 55,000 per year with accommodation
... Cost from 50,000 francs
One of the most prestigious institutes in the hotel and restaurant business - Glion Institute of Higher Education - and in - from 55,000 Swiss francs, as well as in - from 20,000 pounds
Renowned School of Hotel Management in, - Les Roches - from 30,000 euros

Very helpful articles on getting higher education in hospitality in Switzerland:

Training in restaurant business in the USA / America

In the United States, we can note a group of Johnson and Wales universities JWU (Johnson & Wales University) in cities such as, and. Annual tuition fees from $ 25,000 USA.

Studying Hospitality Management in New Zealand

School of Hospitality Management, New Plymouth, New Zealand, from NZ $ 25,000.

Most of the educational institutions short-term courses and preparatory programs for long-term education are conducted. Contact us!

The list of the main specialties in the field of tourism, hospitality and restaurant business, which are most in demand among foreigners and Russian students:

Hotel manager- the top step in the career ladder of the hotel staff. He manages all departments of the hotel: booking services, receiving and accommodating guests, organizing a telephone and information service, service departments, a restaurant, and beauty salons. The manager must provide the guests with a comfortable stay under the roof of the hotel and the desire to return again, the owner of the hotel - a high income, and the employees - the pleasure of working under his supervision. It is not so easy to coordinate all this at the proper level. The profession is suitable for those who are interested in psychology, foreign languages and labor and economy (see the choice of a profession by interest in school subjects).

Features of the profession

Hotel manager, hotel director, top hotel manager, hotelier are synonyms of the same profession. A good top manager of the hospitality business is a piece goods , on which the quality of hotel management at all levels depends, and, consequently, the image and reputation of the hotel. The hotel manager has some discretion in making decisions, but within the standards set by the hotel owner. He concludes a special agreement with the owner of the hotel, which indicates the degree of his responsibility, job duties, the level of salaries and bonuses. Large chains of well-known and prestigious hotels prefer to see in this high post those who thoroughly know the specifics of the services of this hotel. That is, a hotel administrator or even a porter has a real opportunity to become a hotel manager. There are hundreds of such examples in the history of the hotel business.

In large hotel chains, the hotel director works within the strict framework of accepted standards, as, for example, in the National Hotel Corporation free communication of staff with customers is considered permissible, in the Mariott hotel chain - a restrained and strict style of work.

The duties of the hotel manager include:

organization and provision effective performance hotels;
providing clients with information about possible services;
control over the quality of customer service in accordance with the class of the hotel, the correct use, accounting and distribution of rooms, as well as compliance with the passport regime;
directing the work of the hotel personnel and services to ensure the safety and maintenance of premises and property in good condition, uninterrupted operation of equipment, external improvement, compliance with sanitary and technical and fire safety rules;
cost-effective hotel management, timely and high-quality provision of a range of services to hotel clients;
introduction of progressive forms of service organization;
preventive inspection of residential rooms, utility rooms of the hotel, organization of major and current repairs;
expansion of the hotel's material and technical base, increasing its comfort;
maintaining and timely submission of reports on the economic and financial activities of the hotel;
investment planning, control over turnover and costs;
providing the hotel with qualified personnel.

Pros and cons of the profession

Pros:

constant demand in the labor market;
high prestige and respectability of the profession;
high level of remuneration.

Minuses:

high level of responsibility;
work in conditions of "no room for error";
irregular working hours;
great psychological stress;
the need to communicate with a large number of people;
the inevitability of various kinds of conflicts and discontent of guests, the need to be in their epicenter.

Place of work

Hotels, motels, guest villas and lodges

Important qualities

A hotel manager must be an excellent marketer and innovator, diplomat and psychologist, financier and personnel officer. A person who has not only a specialized diploma, but also a certain life experience can apply for this position, as well as:

outstanding organizational skills;
confidence;
the ability to persuade;
persistence;
qualities of a born leader;
attentiveness to the little things;
meticulousness, the ability to bring every task to the end;
talent for communicating with people;
the ability to effectively delegate authority;
the ability to create a team of the best specialists in their field;
the ability to analyze a large amount of information, make a decision and take responsibility;
good memory;
high concentration of attention;
patience;
sociability;
the ability to quickly navigate in a difficult environment;
the ability to effectively interact at any organizational level;
ability to listen and hear;
the ability to manage conflicts, control crisis situations in a team, neutralize and settle conflicts that have arisen;
the ability to think in terms of the scale of the entire hotel.

Hotel manager training

The Interregional Academy of Industrial and Construction Complex (MASPK) invites to train specialists working in the hospitality industry for courses. Professional courses of the Academy allow you to undergo retraining and advanced training in a comfortable distance format and study a specialty at a convenient time.

On this course, you can get the profession of a hotel director remotely in 1-3 months. A diploma of professional retraining of the standard established by the state. Fully distance learning. The largest educational institution additional prof. education in Russia.

The Russian Institute of Professional Education "IPO" - is recruiting students for a specialty in the distance program of professional retraining and advanced training. Studying at the IPO is a convenient and quick way to obtain distance education. 200+ training courses. 8000+ graduates from 200 cities. Short deadlines for paperwork and external training, interest-free installments from the institute and individual discounts. Contact us!

Universities

Higher education

A higher education is required for the profession of a hotel manager. If higher education is non-core, it is necessary to complete special courses for directors who manage the hotel business. Large hotel chains require compulsory specialized higher education in the field of hotel business.

Hospitality training is provided by more than 30 educational institutions in Moscow, among which the most serious training can be obtained in the following universities:

Moscow Academy of Tourism, Hotel and Restaurant Business under the Government of Moscow
REA them. Plekhanov
Russian New University.

These schools have their own study bars, hotel rooms and canteens. Training, in addition to theoretical disciplines, includes business games and psychological trainings, on which real situations of customer dissatisfaction are played out: “the client is furious”, “the client accuses of theft”, “the client is dissatisfied with the service attendant”. For internships, clients are sent abroad - to France, Turkey, Cyprus and Malta, where graduates master Western technologies of hotel business, a foreign language at the proper level. After that, students, quite professionally as economists, lawyers and managers, can independently develop a business plan for opening a private hotel.

Hospitality management courses can be taken at the MBA-CITY Business Academy. The best world-class educational institution for obtaining the profession of a hotel manager is the Hotel Institute in Montreux, Switzerland - Hotel Institute Montreux, HIM.

Salary

Salary for 03/12/2020

Russia 25,000-100,000 ₽

Moscow 35000—100000 ₽

The remuneration of a hotel manager depends on the country, the status and stardom of the hotel, belonging to the hotel chain, the number of rooms, and the experience of the director himself. So, for example, the difference in salaries between the directors of 3 * and 5 * hotels can be large, or it can be practically the same if hotel A 3 * has more rooms than a 5 * small hotel due to additional bonuses from the number of potential customers.

In Russia, hotels belonging to the international hotel chains Radisson, Kempinski, Marriott, Marco Polo, Le Meridien, Sheraton, etc., employ qualified personnel with knowledge of languages, special education and a Western style of work for the position of directors.

Career Steps and Prospects

The hotel manager is the top executive in the hospitality career. The next stage of career development can be a manager of a hotel chain or a co-owner and then the owner of a hotel chain or a separate hotel.

Hotel guests' quirks:

A guest of the Greek hotel "Honeymoon Petra Villas" requested a room in which the rays at sunset would fall into the room at an angle of 45⁰ relative to the right side of the window.

Another unusual behavior was displayed by a hotel guest, who asked to arrange rain in the very heat.

One of the guests of the Irish hotel asked the administration to provide him with a very unusual service: to organize a game of golf on a local glacier. However, after the man played enough (that is, went through 3 holes), the unusual requests continued: he demanded to be taken back to the hotel by a private helicopter.

The hotel guest forgot the medicine in the room. Only on the plane remembering him, the man called the administrator and asked to deliver him this medicine home. And that was done.

The man has booked all the rooms at the Hacienda Benazuza in Spain. The guest explained that he wanted to organize a party for 10 people. It should be noted that the number of rooms in the hotel is 44, and the cost of living in one room per day is at least $ 300.

It is not uncommon for concierges to make purchases for hotel visitors. And, as it turns out, there are times when they have to choose and buy a house. So, one of the hotel guests trusted the choice of the concierge that he did not even look at the building before making a purchase.

In one of the London hotels, a man asked to be served by girls with pronounced facial hair in the hotel restaurant. The hotel staff, in order to fulfill the stupid request, pasted a mustache and beard on the waitresses, the maid and the administrator.

One popular singer, while staying in a Portuguese hotel, requested that the sheets on her bed have three small holes. For what? The hotel administration still does not know the answer.

One of the guests of an elite hotel constantly ordered a “color menu” for himself. Once he asked the chef to prepare blue dishes for him, then pink, purple, black.

Introduction

Relevance of the topic term paper is connected with the fact that the correct and complete documentary registration of cases is of great practical importance. It is important to pay close attention to securities at all stages of a firm's life - from state registration before concluding agreements with partners. In this regard, the automation of office work at the enterprise is important factor, which determines the effectiveness of its activities. This is especially true for enterprises of the restaurant and hotel business, whose activities are inextricably linked with the design a large number documents.

The purpose of the course work is to consider the approaches and features of office automation at the enterprises of the restaurant and hotel business. To achieve this goal, the following tasks were set in the work:

to examine regulatory documents regulating the document management system in commercial enterprises, to characterize the features of activities and information flows in the enterprises of the restaurant and hotel business;

consider the features and possibilities of office automation in hotels.

The object of the research is the enterprises of the restaurant and hotel complex.

The subject of the research is the organization of the office work system in the enterprises of the restaurant and hotel complex and the possibility of its automation.

The theoretical basis of the research is the works of specialists in the field of office work, such as: T.V. Kugusheva, V.A. Kudryaeva, T.V. Kuznetsova, M.V. Larina, M. Yu. Rogozhin and others, as well as federal laws and regulations RF, periodicals.

The set goals and objectives determined the structure and logic of the work, which consists of an introduction, two chapters, a conclusion and a list of references.

Hospitality and Catering

Characteristics of the hotel and restaurant business as an industry

The hotel industry in Russia developed in the context of the pan-European process and repeated, in general terms, the stages of the formation of European hotels. At the same time, the peculiarities of the Russian national order, determined by the Orthodox worldview, the history of the formation of the nation, climatic and geographical factors, have made their own adjustments in the national hotel business.

Unfortunately, for a long time, hotels were not given due attention. Even the Soviet Encyclopedic Dictionary does not contain the article "hotel", being limited to the articles "tavern", "hotel yard".

The development of the hotel industry is currently being studied by economists and geographers. However, the problems of legal regulation of hotel activities have not yet been adequately covered in the legal literature. The regulatory framework in this area is also in the process of formation.

There is no legal definition of the hotel business or the hotel industry either. In his book Marketing. Hospitality and Tourism ”F. Kotler gives the following definition of the hospitality industry - it is a business sector, consisting of such types of services that are based on the principles of hospitality, characterized by generosity and friendliness towards guests.

It should be noted that developed new project of the Law "On Tourism and the Tourism Industry in Russian Federation", In which hotel activities are defined as entrepreneurial activity subjects of the tourism industry for the provision of hotel services. Thus, the hotel activity is a kind of economic activity.

Analyzing the economic and legal literature, you can find various concepts of the hotel. The legal definition of a hotel is given in the Decree of the Government of the Russian Federation of April 25, 1997 No. 490 "On approval of the Rules for the provision of hotel services in the Russian Federation" (as amended on October 2, 1999, September 15, 2000, February 1, 2005). "Hotel" - a property complex (building, part of a building, equipment and other property) intended for the provision of services. For comparison, in American law, a hotel is defined as the construction of accommodation (accommodation) services for the general public in premises equipped with the necessary amount of furniture and which provides one or more ordinary hotel services, such as restaurant service, room service, morning wake-up, telephone, laundry linen.

In the order of the Ministry of Economic Development of the Russian Federation of June 21, 2003 No. 197 "On approval of the Regulation on state system classification of hotels and other means of accommodation ", the hotel is a means of accommodation along with motels, holiday homes, boarding houses, medical institutions. In this case, the means of accommodation are understood as enterprises of various organizational and legal forms and individual entrepreneurs, engaged in temporary accommodation of tourists and having at least 5 rooms.

In accordance with Appendix No. 1 of the "List of accommodation facilities classified in the system" hotels and similar accommodation facilities are classified into: hotels; motels; youth hotels (hostels); rest houses, boarding houses; hotels with the provision of medical and health services.

Depending on the level and quality of service, accommodation facilities are assigned a certain category. Accommodation categories are denoted by "*" (star). The number of stars increases with the level and quality of service. Accommodation facilities are classified into five categories: highest category accommodation facilities - "five stars", the lowest - "one star". Non-categorized accommodations are considered unrated.

The hospitality industry has historically formed and has grown out of the accommodation sector, represented by various types of hospitality businesses. In the classical sense, a hotel is a house with furnished rooms for visitors. V modern conditions a hotel is an enterprise dedicated to providing hotel services to citizens, as well as individual tourists and organized groups. A modern hotel enterprise provides consumers not only with accommodation and catering services, but also a wide range of transport, communication, entertainment, excursion services, medical, sports services, beauty salon services, etc. In fact, hotel enterprises in the structure of the tourism and hospitality industry perform key functions, as they form and offer consumers a complex hotel product, in the formation and promotion of which all sectors and elements of the tourism and hospitality industry take part. Based on this, it is legitimate to single out the hotel industry or the hotel business as the largest complex component of the tourism and hospitality industry and consider it independently, largely identifying it with a single tourism and hospitality industry.

The tourism and hospitality industry is an integral part of the vast service sector, which is one of the most important and dynamically developing sectors of the modern world economy.

In developed countries, the share of services in the gross domestic product reaches 70%. Russian and foreign researchers, studying the place of the service sector in the development of the world economy, offer various economic models... However, most believe that economic activity person started with Agriculture and further, through industrialization, it moved towards the service economy.

The tourism and hospitality industry encompasses different groups of organizations, forming a complex multicomponent complex, where the hotel business plays a vital role, the wide and varied nature of which allows to combine all elements and sectors of the tourism and hospitality industry.

There is a growing interest in the development of the hospitality industry both internationally and nationally and regional levels, since tourism and hotel business are a catalyst for the development of all sectors of the economy.

Significantly positive socio-economic impacts of the hospitality industry at national and regional levels:

new jobs created by tourism and hospitality;

multiplicative effect;

contribution to state and regional revenues.

Sociocultural Benefits:

raising the standard of living of the population;

preservation of cultural heritage;

assistance in the creation and support of museums, the preservation and financing of cultural and historical monuments;

increasing the sense of pride of the population for their culture and identity;

providing opportunities for intercultural exchange.

Thus, the tourism and hospitality industry is one of the most important parts of the vast service market, and is a fast-growing and highly profitable industry that can directly and indirectly influence the formation of conditions for sustainable socio-economic growth of the world and national economy.

A service in general and a hotel service in particular are fundamentally different from a product. Understanding the essence of this difference is extremely important in identifying objective indicators of the quality of services, and is also necessary for the formation of effective systems promotion of services.

The specificity of the hotel service is determined by the characteristics and technologies of guest service. Technological process the provision of hotel services includes:

meeting the guest at the entrance to the hotel;

registration, paperwork and guest accommodation;

room service;

service in the provision of catering services;

satisfaction of cultural needs, sports, health and fitness services;

registration of departure, seeing off upon departure.

All of these elements do not leave anything material or tangible to the guest, however, it is they that form either a feeling of satisfaction or a feeling of annoyance at wasted time and money.

The processes of production and consumption of a hotel service occur simultaneously from the moment of entering the hotel and until the moment of departure; during the entire hotel cycle, the guest perceives the service as a result of the activities of the hotel staff (Fig. 1.1).

The hotel service is produced and consumed in one place - the place of service, and the consumer himself becomes part of the distribution system. The guest comes into contact with the service personnel in the restaurant, at the reception, in the room, therefore, the hotel company must ensure the successful contact of the personnel with the client.

At the same time, the guest is obliged to comply with the rules of residence and follow the accepted norms of behavior in public places.

Rice. 1.1

An important feature of the hotel service is the impossibility of its storage and accumulation. It is also impossible to exceed the natural capacity of the room stock when accepting applications and checking in, while unoccupied rooms and places objectively lead to the loss of beds. Thus, a hotel service is an organized interaction between the guest and the hotel staff, continuously influencing the guest throughout its entire duration. This product exists only during the stay of the guest, and at this time there is a constant dialogue between the guest and the hotel; it is impossible to program it or create a certain standard or service algorithm. Consequently, the hotel service is individual in each case. All noted features determine the specifics of marketing services.

The intangibility of a hotel service is characterized by the fact that it is almost impossible to study and evaluate it before receiving it. In some cases, this causes great difficulties in the promotion of hotel services, in particular accommodation facilities, however, using modern computer technologies, the consumer can "visit" a virtual hotel and choose the room he needs, the view from the window, the necessary furnishings. But such technologies are used only by large hotels or travel agencies, in most cases it is extremely difficult to demonstrate a hotel product in advance.

The inextricable relationship between production and consumption determines that many types of hotel services are inseparable from those who provide them. So, services for personal service in a hotel are inseparable from the qualified work of the porter service, and service in a restaurant depends on the skill of the cooks and the quality of the work of the waiters. In fact, the person producing the service becomes a part of it and is inseparable from it, therefore, competent personnel management is necessary. The hotel can be filled with the most modern technical means, to have a prestigious environment and have the most modern material base, but this will still not be enough, since the main thinking and feeling "element" of service is people.

An inevitable consequence of the inseparability of production and consumption is the variability of the performance of the service. The quality of the service depends on where, who and when it provides it. It often happens that in hotels of the same category of service, the service is different: in one hotel, rooms are cleaned strictly according to the standard, linen is regularly changed and toiletries are replenished, in another they are done only after reminders and complaints from customers. The variability of hotel services is influenced by groups of factors:

organization of work with the hotel staff;

individual characteristics of consumers of services requiring a personal approach and a comprehensive systematic study of the client.

To reduce the variability of services, professional standards industry and service standards.

Service standards are a set of mandatory customer service rules that are designed to guarantee set level the quality of all operations performed. Characteristic feature hotel service is its inability to store; hotel service cannot be stored for further sale. The fragility of the hotel service means that it is necessary to take measures to equalize supply and demand. Among these measures:

application of discounts;

combining the functions of personnel.

Hospitality based marketing services marketing research can distinguish periods of increase and decrease in supply and demand. Among these measures:

establishment of differentiated prices;

application of discounts;

increasing the speed of service;

combining the functions of personnel.

Based on marketing research, marketing services of hospitality enterprises can identify periods of increase and decrease in demand under the influence of various factors (season, day of the week, event calendar, vacation time and holidays, etc.) discount program and a system of incentives for travel during periods of low demand.

Thus, the specifics of the hotel services market, the specifics of hotel services, the characteristics of consumers of hotel services determine specific features marketing in the hotel business.

It should be noted that hotel services are complex in nature and consist of a variety of services provided by different areas, forming a single product in the form of a "package of services" selected for the client depending on the level of his needs. However, such a "package" is not rigid, and the client independently varies its components.

Cozy room. Quiet classical music. Mysterious twilight, which is slightly dispelled by the flickering of candles on the tables. Original dishes. The waiters are the very politeness, accuracy and courtesy. All this creates a special atmosphere of a good restaurant, for the sake of which people come here ... But few visitors realize what hard work is hidden behind such splendor.

Sphere of perspectives and opportunities

The centers of the hotel and restaurant business in Russia are rightfully considered Moscow, St. Petersburg and the area of the so-called Greater Sochi. This is where people can afford to spend their money on vacation.

On average, five new restaurants open in Moscow per week. True, no one counted how many of them were closed, but the fact remains: the hotel and restaurant business in the capital is developing very rapidly. This is also facilitated by the program of the Moscow Government, which assumes that by 2010 about 50 new hotels will be built in our city. It is clear that all of them will need qualified personnel. Many Moscow universities, even those that had not previously specialized in this area, enthusiastically responded to the demands of the time and began to prepare students accordingly. Moreover, as a rule, not on a budget, but on a commercial basis. And the tuition fee is not small, on average - from $ 1000 to $ 2500 per year ... Nevertheless, there are more than enough people who want to get a "hospitable" profession. Moreover, in some universities there is a competition for admission to the paid department.

So what attracts applicants? The fact is that while still a student of a specialized university, you will probably be able to get good money, earning money for a start as a waiter, maid or bartender. Already at the age of 18-19 you become an independent person, independent of your parents and even paying for your own education. Of course, you shouldn't think that money will literally fall on you right after entering college, and the way up the career ladder will be like going up an escalator.

Why does a maid need a college degree?

Of course, universities do not train graduates with qualifications: "waiter", "bartender" or "maid". All these are working specialties, therefore, in principle, secondary vocational education is sufficient. Institutes, on the other hand, produce so-called broad-based managers who can engage in a wide variety of activities, from receiving guests to marketing research.
However, from the very beginning it is necessary to take into account: the hotel and restaurant business is not an area where you can "slowly" study, get a manager's diploma, and only then look for a place for yourself. Here, from the very first courses, it is proposed to try yourself in business. Combining study and work- the usual case. Moreover, it is required condition for a successful career... Many students start out as waiters, maids, and by the time they receive their managerial degrees, they have already taken up appropriate administrative positions in restaurants and hotels.

But success is not easy. Working in the hospitality industry is both physically and mentally difficult.

“A waiter loses as many calories per shift as a miner,” says NI Anurova, head of the personnel service at the Pushkin cafe. - He does not sit at all, for 12-14 hours on his feet. In order not to faint, you need good physical fitness, so we require our children to go in for sports. In addition, you cannot enter the hall from bad mood, it is important to always control your inner state. The guests came to the holiday, paid money for it, and your personal problems should not interfere with them. "

Working as a maid in a good hotel is no easier. During the shift, you have to move from room to room, bringing them to shine. No communication with people - just work, with a short lunch break. It would seem that making the bed, cleaning the room - what is so difficult here? In fact, this is a whole science. It is necessary to observe a number of generally accepted rules, correct the slightest shortcomings. For example, put the matches so that they do not cover the inscription on the ashtray, know at what angle the chair should be in the room, etc.

And imagine that, in addition to all this, an unfinished "term course" or another test at a university is still "hanging" over you. It is not surprising that some students cannot withstand such a “race”, are transferred to the correspondence department or even drop out of the institute.
Well, this is a personal matter for everyone, but you should know: you cannot make a career in the hotel and restaurant business without higher specialized education.
Working in a prestigious restaurant or an elite hotel will require even from the attendants fluency in a foreign language, the ability to communicate with by different people, service knowledge. So draw your conclusions ...

Get your money ready ...

Upon admission to the university for the specialty of hotel and restaurant and tourism business, first of all, you need money. There are very few budget places here, and competitions for them - from 7 to 20 people. Therefore, if you are not a child prodigy, then a commercial branch is a more acceptable option.
In addition, when choosing a university and specialty, you will need to decide which specific diploma you would like to receive. You can become an economist-manager or a manager-organizer in the service sector. The goals and objectives of specialists in these two areas are different.
"Economists" develop a strategy, pricing policy that will help a hotel or restaurant to survive in today's competitive environment. “Managers-organizers” are managers who monitor the service personnel, are responsible for order, and ensure the normal operation of a hotel or restaurant.

Some universities train only "economists": the Russian Economic Academy (REA) named after G.V. Plekhanov Moscow International graduate School business MIRBIS (Institute); others - "managers" (RUDN University), third - both the first and the second: the Moscow Academy of Tourism, Hotel and Restaurant Business under the Government of Moscow (MATGRB), the Institute of Tourism and Hospitality of the Moscow state university service.
The entrance exams depend on your choice of specialty and university. It is clear that the "manager-organizer" in the service sector needs knowledge of Russian and foreign languages, geography, history. And the future economist, in addition to languages, will also need mathematics. Usually, upon admission to a paid department, you need to pass tests in these subjects and an interview for professional aptitude.