Single qualification guide positions of managers, specialists and other employees (CEN), 2019
Section "Qualification characteristics of the positions of employees of organizations in the tourism sector"
The section is approved by the Order of the Ministry of Health and Social Development of the Russian Federation dated March 12, 2012 N 220n
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 the booking and sale of travel tickets, hotel reservations. Maintains the established documentation and prepares reports in a timely manner. Organizes control over the implementation of tourist products and after-sales service, 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 takes measures to eliminate shortcomings in servicing 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 regulations legal acts 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 for working 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.
General provisions
1.1. the reservation department belongs to the category and directly reports to the head of the reception and accommodation service.
1.2. A person who has [level of education] education with no work experience requirements is appointed to the position of the reservation department.
1.3. the reservation department is accepted and dismissed from work by order of [the position of the head of the organization].
1.4. The Reservation Manager must know:
Foreign languages: [according to the regular clientele] within the scope of their work;
Culture of interpersonal communication;
Abbreviations accepted in the international tourist business / hotel industry;
Basics of labor legislation;
Rules and norms of labor protection;
Rules for the operation of means of communication.
1.5. The Reservation Manager must be able to:
enjoy modern means communications (telephone, fax, copier, personal computer, etc.);
Store and retrieve information from the file system;
Prepare and organize work.
Job Responsibilities
Booking manager:
2.1 provides the client with oral and written information about the placement and sale of rooms in the language of the client;
2.2 answers the client's questions within the scope of his work;
2.3 makes a preliminary reservation of places in the hotel by telephone, telex and fax;
2.4 leads telephone conversations(incoming and outgoing calls, call forwarding, standby mode, receiving and sending telephone messages);
2.5 accurately receives and transmits information, checks the receipt of information by the addressee;
2.6 hands over cases at the end of the shift.
Rights
The reservation manager has the right to:
3.1 for all social guarantees provided for by law;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, report to the immediate supervisor on all shortcomings identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions both information and documents necessary for its implementation official duties;
3.6 sign and endorse documents within their competence;
3.7 involve specialists from all (separate) structural divisions of the enterprise in solving the tasks assigned to it (if this is provided for by the provisions on structural divisions if not - with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided labor law.
Responsibility
The Booking Manager is responsible for:
4.1 for failure to perform or improper performance of their official duties provided for by this - within the limits determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
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The booking manager belongs to the professional category.
A person who has:
higher or secondary specialized education and special training according to the established program.
The Booking Manager must know:
Normative legal acts, regulations, other guidance materials and regulatory documents governing the organization of the provision of services;
Assortment, classification, characteristics, purpose of hotels, methods of booking and settlements with them, check-in rules, the necessary package of documents for this and retail prices;
Selection techniques hotel rooms, completing a package of services with travel tickets and excursion packages, providing visa support to the client;
Terms and methods of payment for the booked package of services;
Techniques and methods of active service corporate clients taking into account their professional activity and other features;
ways to reduce the loss of time, labor costs, electricity when accepting booking requests and increase income;
Methods for summarizing data when accepting applications, the procedure for their acceptance;
The procedure for compiling and issuing reports on the work done for the past month;
Information processing methods using modern technical means, communications and communications, computer technology;
Internal labor regulations;
Rules and norms of labor protection.
2. Job responsibilities
Booking manager:
Serves clients: offers a package of services provided by the company, accepts applications, monitors the timely execution of the ordered service;
Advise clients on the services offered, their quality, variety, ordering rules and prices for a given period of time;
Offers Additional services carried out by the company;
Notifies the administration of the untimely fulfillment of their obligations by the partners of the enterprise;
The booking manager has the right to:
Receive from the employees of the enterprise the information necessary for the implementation of its activities;
Submit proposals on issues related to their activities for consideration by their direct management;
Require the management of the enterprise to assist in the performance of their duties.
4. Responsibility
The Booking Manager is responsible for:
For cancellation terms for individual tourists and groups are specified in the WEB program for each hotel - for canceling a room at a later date than they are set by the hotel itself;
The company pays a penalty in the amount of the cost of the room: for not withdrawing the reservation from the room in case of non-check-in of the guest, for reducing the guest's stay less than a day of the expected departure of the stay, in cases of incorrectly written data (guest's name, length of stay, room category, price) - for involvement in the described cases;
For untimely submitted data on unpaid invoices of their clients to the accounting department of the enterprise;
For failure to perform or improper performance of their duties under this instruction - in accordance with applicable labor laws;
For offenses committed during the period of its activities - in accordance with the current civil, administrative and criminal legislation;
For causing material damage - in accordance with applicable law;
The hotel, like any other structured enterprise, consists of various departments - services. The first service that each guest meets is - reception and accommodation service (SPiR), sometimes called "reception" (reception). In European hotels, it is part of the Front Office - a division that also includes concierges, porters, luggage carriers, telephone operators, a guest relations manager, and often reservations employees. The SPiR employee is practically the first hotel employee with whom the client contacts. The assessment of the hotel as a whole will largely depend on what impression it will make on the guest.
The staff of the service, i.e., the quantitative composition, as well as the distribution of responsibilities depend on the capacity of the hotel and its category. The larger the capacity and the higher the category, the larger the composition of the service. According to the currently existing standards in European hotels of the "three - four stars" level, the calculation of the number of employees is based on the fact that there should be one service employee for 50 ... 80 rooms.
When forming the SP&R staff, it is necessary to take into account that people work in shifts, have the right to regular leave, sick leave, and may be absent for other valid reasons. At any time, a situation may arise when two out of five employees leave and you have to attract people from another shift. Thus, the number of employees should not be minimal, but the staff should not be inflated either.
According to the Rules for the provision of hotel services in the Russian Federation, "the contractor must ensure round-the-clock registration of consumers arriving at the hotel and departing from it." This determines the shift nature of the work of the SP&R (as a rule, in two shifts: day and night). Naturally, the night shift works in a reduced composition. IN Soviet time the practice of daily duty was widespread, which reduced the quality of work, since by the end of the working day even the most collected and efficient employee works less efficiently. Currently, the following division of shifts is accepted: from 7.00 to 15.00, from 15.00 to 23.00 and from 23.00 to 7.00. In the USA, work is organized in two shifts: the first - from 9.00 to 21.00, the second - from 21.00 to 9.00. Such a schedule is typical for small hotels, where the number of rooms is not more than 400 rooms.
The main functions of the SPIR are:
hotel reservations;
selection and provision of rooms (places) arriving at the hotel;
registration of guests;
keeping records of the movement of hotel guests;
storage, issuance and receipt of room keys;
providing various background information;
issuing invoices and making settlements with residents for services rendered.
The service consists of a manager (chief), administrator, porter (duty administrator), administrator (agent) for booking. Positions such as Mechanized Settlement Operator and Concierge could be introduced.
The manager belongs to the category of managers, is appointed to the position and dismissed from it by order (instruction) of the head of the hotel. He reports directly to the General Manager of the hotel. The manager directs the service and provides cultural customer service.
This job description has been developed and approved in accordance with the provisions Labor Code Russian Federation and other regulations governing labor relations in the Russian Federation.
1. General Provisions
1.1. The Reservations Manager is a professional and reports directly to the Hotel Director.
1.2. A person with a specialized tourism education, a bachelor's level or higher, is appointed to the position of a manager of the reservation department, without presenting requirements for work experience.
1.3. The reservations manager is accepted and dismissed from work by order of the Hotel Director.
1.4. The Reservation Manager must know:
– foreign languages: English (according to the requirements of the hotel) within the scope of their work;
– culture of interpersonal communication;
- abbreviations accepted in the international tourist business / hotel industry;
– fundamentals of labor legislation;
– rules and norms of labor protection;
– rules for the operation of communication facilities;
standards for organizing work with tourists;
- systems for booking and issuing services;
– schemes for working with hotels, hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations;
- basics of psychology;
- the theory of interpersonal communication;
- conflictology;
– systems for booking and issuing services.
1.5. The Reservation Manager must be able to:
Use modern means of communication (telephone, copier, personal computer, etc.);
Store and retrieve information from the file system;
To control the implementation of tourist products and after-sales service;
Prepare and organize work.
2. Responsibilities of the Booking Department Manager:
2.1 provides the client with oral and written information about the placement and sale of rooms in the language of the client;
2.2 answers the client's questions within the scope of his work;
2.3 makes a preliminary reservation of places in the hotel by phone, e-mail.
2.4 conducts telephone conversations (incoming and outgoing calls,);
2.5 accurately receives and transmits information, checks the receipt of information by the addressee;
2.6 maintains the established documentation and prepares reports on time.
2.7 accurately receive and transmit information to the relevant departments, checks the receipt of information by the addressee;
2.8 send booking confirmations to guests;
2.9 creates bookings in the program
2.10 keeps track of unpaid bookings
2.11 works with OTA: control of quotas, prices, channel efficiency.
2.12 leads the development of the OTA base;
2.13 advises private and corporate clients about hotel services.
2.14 is commercial offers clients.
2.15 makes reservations through intermediaries: tour operators, travel agents;
2.16 controls the timely payment of prepayments from customers;
2.17. issuing and sending invoices;
2.18. keeps records of cash receipts
2.19 conducts the conclusion of contracts for the sale of tourist products, the provision of tourist services.
2.20. organizes the acceptance of requests from tourists, the execution of payment documents.
2.21 sends SMS congratulations to club guests on their birthday;
2.22. monitors guest reviews on Booking.com, Tripadvisor weekly;
2.23. provides different kind reports;
2.24 hands over cases at the end of the shift.
The reservation manager has the right to:
3.1 for all social guarantees provided for by law;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, report to the immediate supervisor on all shortcomings identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions and specialists information and documents necessary for the performance of his duties;
3.6 sign and endorse documents within their competence;
3.7 involve specialists from all (separate) structural divisions of the enterprise in solving the tasks assigned to it (if it is provided for by the regulations on structural divisions, if not, with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided for by labor legislation.
4. Responsibility
The Booking Manager is responsible for:
4.1 for failure to perform or improper performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
Agreed:
Hotel manager [Name]
[signature]
[Company name]
Legal. address:
Fact. address:
We have read and agree with the job description:
Full name ____________________________________________ Signature ____________
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