Industrial practice of a tourism manager. Activities of an assistant tourism manager in a travel agency "life tour". Enterprise development factors

GOU VPO Omsk State Pedagogical University

Faculty of Geography
Manufacturing Practice Report

4th year student group 45 of the Faculty of Geography

Specialties 100103 "Social and cultural service and tourism"

Savina Anna Alexandrovna
Place of internship:

LLC Vasal TC "INTOUR-Travel"

Practice leader: Ryb'yakov E.A.

The report is protected "__" ____ 20 11 g.

Grade ___________

Introduction

Practice diary

1. General characteristics of the enterprise

2. Characteristics of the marketing activities of the company

Conclusion

Introduction

Tourism is one of the leading and fastest growing sectors of the economy and for its fast pace it is recognized as the economic phenomenon of the century. Its rapid development is facilitated by the expansion of political, economic, scientific and cultural ties between

States and peoples of the world. The massive development of tourism allows millions of people to expand their horizons, get acquainted with the sights, culture, traditions of a particular country.

In many countries, tourism plays a significant role in shaping the gross domestic product, enhancing the foreign trade balance, creating additional jobs and providing employment for the population, has a huge impact on such key sectors of the economy as transport and communications, construction, production of consumer goods, i.e. ... acts as a kind of stabilizer of social and economic development.

To succeed in the tourism business, you need a good knowledge of international legal norms and rules, the practice of tourism management and marketing, first of all, you need a professional organization of the production and sale of a tourism product based on the needs of the consumer of tourism services, you need a full and comprehensive awareness of the manufacturer of tourism services regarding all , as for the client as a consumer of these very services.

In the period from June 20 to July 16, 2011, I did an internship at travel company "INTOUR-Travel".

The purpose of the practice is to get acquainted with the basic principles of conducting tourist activities, management and other relations, the rules of interaction with the consumer of services.

Tasks industrial practice are:

combining theoretical knowledge with practical skills;
studying the activities of the enterprise of social and cultural services and tourism;
study of the activities of the services and departments of the enterprise and their interaction;
study of the main directions of the marketing strategy of the enterprise;
familiarization with the advertising and information activities of the enterprise;
familiarization with the safety regulations in force at the enterprise, as well as with the safety requirements for organizing and conducting tourist trips.

GOU VPO Omsk State Pedagogical University

Individual trainee diary
4th year students 44 (2) groups of the Faculty of Geography, specialty 100103 "Social and cultural service and tourism"

Savina Anna Alexandrovna

Omsk - 2011

^ Day month Year

Kind of activity

Description

Impression

Getting to know the enterprise

Acquaintance with TA "SPUTNIK-Omsk";

With the team;

With the history of the company;

The first day in the travel agency impressed me, very good team; travel agency managers have higher education, have passed psychological and professional trainings and are excellent specialists;

Familiarization with the organizational structure of the enterprise, as well as internal regulations and safety precautions.

Organizational structure of a small agency, incl. “Sputnik - Omsk” includes: director, tourism manager, accountant;

Search and customer service, an integral part of which is work with various kinds of applications, forms, letters, etc.
The team has a favorable psychological atmosphere. This is achieved due to the absence of a rigid hierarchy and norms of behavior in the organization.

22.06.11-25.06.11

Study of the services provided by the firm

Travel agency services:

Air and railway tickets with delivery to your home or office.

Assistance in obtaining visas and foreign passports.

Inexpensive tours from Omsk to Egypt, Thailand, Turkey, India.

Tours in Europe.

Hotel reservation.

Painstaking work with documents;

You need to be very careful when applying for visas and foreign passports;
27.06.11

Familiarization with information technologies used in the enterprise

Mastering e-mail. Working with the Internet, catalogs. Exploring the forum and answering questions.

Since I am already very familiar with working with the Internet, there are no difficulties when working;
28.06.11-29.06.11

Familiarization with the work of travel agency managers

Work of managers: knowledge of the technology of tour design, market promotion, general idea of \u200b\u200btourist documentation, booking system of leading tour operators, work with clients;
The work of managers is very interesting. When working with documents, on a PC, with clients, you need to be sociable, executive, not conflicting, purposeful.

Advertising is the most significant element of the communication complex. It has a great potential impact on all other elements of this complex (it can attract large masses of people) and is the most expensive.
TA "SPUTNIK-Omsk" has a lot of advertisements that are posted on websites, around the city, in newspapers and magazines.

2.07.11-5.07.11

Familiarization with the pricing and marketing strategy of the enterprise

Market research or marketing analysis is an important part of any company.

Based on the SWOT analysis of the enterprise, it can be concluded that the agency needs to analyze the most effective advertising methods and formulate a clear policy for the distribution and allocation of large funds for advertising,

Acquaintance with the methods of personnel management at the enterprise

Methods for performing individual operations, procedures, works that form the management process include: rules for defining goals;

I got acquainted with various methods of personnel management, such as development and optimization of management decisions; methods of organizational and practical work on the implementation of management decisions;

8.07.11-10.07.11

Writing a Study Practice Report

Internship is an important element in the preparation of a future specialist.
During the internship, the bulk of the knowledge I gained in the classroom was in demand.
I believe that the knowledge I have gained is very valuable for my development as a specialist.

General characteristics of the enterprise

The firm name of the enterprise: LLC Vasal TC "INTOUR-Travel", acting on the basis of the License for the right to conduct tourism activities.

The agency is located at: 644024, Omsk, st. Lermontov 22, tel .: 33-20-80, 50-82-44

The agency is located in a fairly developed part of the city, has a good entrance and a parking place for clients' cars. The company rents office space in a multi-storey building, adjacent to various organizations. There is a sign with the name of the company on the front door. Inside the premises there are places for visitors to rest, various brochures, brochures and photographs of the offered tours are provided. At the request of the client, a video demonstration of the route or hotel is possible.

When contacting the travel agency "INTOR-Travel", the client is first of all explained what services he purchases and how to use them, as well as the guarantees and obligations of the agency and their rights. In the structure of tourist services of this travel agency, there are basic and additional, the main ones include:

Transportation services

Accommodation

Food for tourists

Additional services include:

Excursion services

Travel insurance services

Transportation services for a tourist from his place of stay in the country (place of his temporary stay) to the place of accommodation and back (transfer), as well as any other transportation within the country (place of temporary stay); -

Currency exchange

Telephone

post office
- the right to use the beach.

There are no uniforms typical for the entire staff of the company, but there are badges indicating the company, the name and position of the employee.

The agency has several local and international telephone lines, a fax, a copier, several computers, printers, an air conditioner, an Internet connection. Also, for the convenient work of employees, basic office supplies are available that facilitate many issues related to paperwork. execution of contracts, preparation of various documents.

The total number of the company's employees is 4 people. More than five years of successful experience of the company's employees in the tourism business market.

The purpose of the travel agency "INTOUR-Travel" is:

- organization of tourist, excursion, sanatorium - resort, business trips, individual tours, family or corporate holidays, as well as shop tours
- tours at a special price;
- youth recreation;
- weekend tours;
-recreation in Russia and abroad;
-bus tours across Europe.

Opening hours all year round: on weekdays from 10:00 to 19:00, on Saturdays from 10:00 to 18:00.

2. Characteristics of the marketing activities of the company
The company's marketing activities play an important role in
management survey of the enterprise. After choosing the main strategic directions of the enterprise, it is necessary to concretize them through planning a marketing program.
Any travel company should constantly monitor everyone,
to react to every change in the market: lagging behind the more successful and far-sighted ones threatens to distrust the consumer in the company, which can lead not only to the loss of one of the clients, but also to a fall in the overall image of the company, i.e. to the loss of a significant part of potential and regular customers.

Travel agency "INTOUR-Travel" carefully monitors all changes in the tourism market, studies the activities of competing firms, develops new tourist routes for youth, family, business, educational, medical tourism; conducts numerous polls on its Internet sites and among the population.

Most often, the interviews are carried out by sales agents or other employees of the firm, combining them with their main job, or doing it at special times.
The agency also invites temporary workers to conduct the survey. Sometimes high school students or students are invited, since this work does not require special qualifications. All this helps workers in the development of new tourist routes that will be in demand.
The purpose of the travel agency is to meet the needs of the population, attract customers, increase profits and the company's image.

The goods and services offered by the firm determine the sales and profit opportunities. Without goods and services, the company has nothing to offer

On the market. However, it is necessary not only to produce goods: they must be designed for a specific market and correspond to the overall goals of the firm.
Travel agency "INTOUR-Travel" provides services that allow you to satisfy the natural interest of people, to get acquainted with the lifestyle, mentality and culture of another country. This agency helps people find out what is in common and what are the differences between their own and typical Russian way of life. The services provided are focused mainly on individual tourists or very small groups of three to four people who are interested in gaining a deeper understanding of real life not only in Russia, but also abroad. Depending on the client's choice, the program can be composed of individualized excursions at the request of the client, taking into account his interest in history, culture, politics or a specific professional field (both thematic and overview excursions). The travel agency "INTOUR-Travel" pays attention to all the details and "trifles", which is especially important in Russia, where in the conditions of a totalitarian system for many years the tourism industry has not been customer-oriented. The most strong point of the company is the work of experienced professional guides who are ready to satisfy all the wishes of the client. The demand for such services is practically unlimited, since only very few firms offer them. Existing travel agencies can be subdivided into the following groups: 1) closed joint-stock companies, which emerged as a result of the collapse of large Soviet state-owned monopoly companies. Their strength lies in the fact that they have inherited most of the previous connections and, therefore, the volume of services provided. Their weakness is that in most cases customer service is streamlined and takes little into account the specific interests of the individual;

2) joint ventures, the vouchers of which are sold to foreign founders abroad through an extensive network of travel agencies. Such companies are focused on serving large groups, where personalized service is practically not feasible; 3) private companies, usually with a small amount of work, interested in cooperation with foreign partners - suppliers of clients. In most cases, they offer a higher quality of service and a personalized approach to the client. Some of them stand out for their specialization in sports or health tourism. This travel agency belongs to the third group. The niche market (individual, customer-oriented tourism) is large enough to be profitable, yet small enough to be attractive to large travel firms serving large tourist flows. The agency is currently attracting clients through direct contacts or recommendations. Travel agency "INTOUR-Travel" is looking for foreign partners in order to increase the volume of work by establishing contacts with Western companies, which, ultimately, would lead to increased profits. The firm also offers its services to local firms in order to obtain additional funds for the development of the firm.

Small businesses have a first-class opportunity to excel at marketing because they can do it right from the start. For example, there are a number of areas dealing with a more detailed study of goods and services. A three-level analysis of a product distinguishes between: the essence of the product, the actual product and the added product, the added product or service, the actual product or service, the essence of the product or service.
The essence of a product or service. The consumer purchases not goods or services, but a solution to problems, satisfaction of needs and desires.
Of course, the company may try to evoke desires, requests

By attracting the attention of consumers to her ideas.
The added product or service includes everything that the business can offer customers in addition to the main product. These may include pre- and after-sales service, warranties, insurance, telephone for information and advice.
However, it should be taken into account that 80% of the resources allocated for the product are spent on the development and production of a product, respectively, 20% of these resources are spent on creating the environment of the product. The choice of consumers is 80% predetermined by the environment of the product and only 20% by its main characteristics.
Each product on the market lives for a certain time. Sooner or later, it is ousted from the market by another, more perfect one. In this regard, the time to market, the volume of production of each type of product largely depends on the stage of the life cycle at which the product is located.
Although there are different types of life cycles, most products are characterized by slow growth during their introduction to the market, then rapid growth, a period of stability, and at the end - a period of recession. The main difficulty in using the life cycle as a planning reference - in addition to the sometimes deviations from the traditional product life cycle curve - is that the enterprise sometimes does not know how long it will take from the end of growth to the beginning of the recession. The recession can occur in 1 - 2 months or many years. Only in high-tech industries, where the prospects for the development of production and research are widely known, can the life cycle be estimated with a certain degree of accuracy. Some goods go through the growth stage very quickly, just rapidly, and then decline just as quickly.
As a general rule, you should not enter the market with a product that is in a downturn. Determination of the stage of the product life cycle in a specific

A moment in time is a very rewarding practice.
Marketing research is clearly needed to successful work any firm. Answers to questions like: Who uses the services of our company? Why? What for? What drives them? not only interesting, but also very important to know, because knowing the answers to these questions today, you can plan the activities of the company, correct shortcomings, hone the quality of services, and, consequently, attract more customers.

^ 3. Analysis of advertising and information activities of a tourist enterprise
Advertising activity - the way the firm acts to achieve certain goals; strategy - a general guideline and attitudes towards achieving ultimate goals; tactics - a set of means and techniques aimed at achieving a goal, a course of action, a line of behavior. In fact, the essence of advertising is the choice of advertising strategy and tactics.

In order for the travel company to know it is necessary to declare about yourself. This can be achieved through advertising. But in order to get the highest possible result at the minimum cost of funds, you need to think over how to advertise yourself and your products.

1. Travel catalogs - they contain descriptions of travel goods and services, illustrations, prices. The catalogs are used by tour operators and travel agents to present the tour program. The catalog includes illustrated descriptions of various routes, hotels, excursion programs, transport services, departure dates.

2. Brochures and brochures - less voluminous publications, contain a list of tourist destinations, more detailed information about places of accommodation, prices, transport schedules, etc. Used by tourism enterprises to inform potential customers about the available travel services and as a sales aid. Brochures are usually printed on one illustrated

Page, their production is easier and cheaper. They are the most common advertising medium

3. Letters of sale are sent to potential customers, specific target groups, whose likely interests are known. With their help, you can implement “last minute tour packages” or quickly convey information. Sales letters are used alone or in combination with prospectuses and brochures.

5. Street advertising has a specific location, a small amount of information, mostly contains symbols and pictures. These qualities of street advertising are due to the fact that attention is paid to it for a short time. It usually complements media advertisements.

6. Advertising at the point of sale consists in placing posters, banners, posters, billboards in shop windows and on the walls of the premises where tours are sold. These advertisements are intended to remind consumers in the decision-making process about the advertising information that they have already encountered in other media.

the nature of the advertised product, the content of the advertisement;
availability of advertising appropriations;
the size of the market (its capacity);
advertising purposes (create a market for a new product or expand an existing market);
the scale of the advertising campaign;
the range of potential consumers;
specific market requirements;
technical capabilities of manufacturing advertising media in the required quantity within the required time frame.

An advertisement can be assigned many specific tasks in the field of communication and sales, depending on whether it is intended for: inform, admonish or remind.

^ Informative advertising ... The purpose of this type of advertising is to tell the market about a new product or about new possible applications of an existing product. In addition, information about price changes, new services provided, dispelling consumer doubts and fears, shaping the company's image. This type of advertising is mainly dominated by the introduction of a product to the market, when you need to create its primary image. The peculiarity of informative advertising is that the image of the company / product as such does not yet exist. This is the most difficult stage, here creativity plays a decisive role. The subsequent efficiency or ineffectiveness of the image directly depends on how the informative advertisement will look like: whether the colors, fonts, visual and sound images are chosen correctly. If, due to any mistakes in informative advertising, the image of the organization is misunderstood, then it will be very difficult to change this impression. Informative advertisements are most advisable in media such as newspapers and television.
^ Promotional advertising ... Forms preference for the brand, seeks to switch from competitors' brands to their own. Changes the consumer's perception of the properties of the product, seeks to induce him to make a purchase without delay. Inspirational advertising becomes especially important during the growth phase, when the task is to generate selective demand. She strives
to confirm the advantages of one brand by comparing it concretely with other brands of the given commercial class. At this stage, the firm's image still needs to be adjusted. Such advertising is used very often in our time, since the quality of similar products from different companies practically does not differ and is quite high, then competition in the market turns into a real war of images.
^ Reminiscent ads ... It reminds consumers that the product can be useful to them in the near future, informs about where it can be purchased, keeps the product in mind during off-season periods. Such advertising is also sometimes called image advertising. This type of advertising is extremely important at the stage of maturity so that the consumer does not forget about the product. The company's image has already been formed and is not being corrected. The image advertisement contains a minimum of information. Most often, it is sold through outdoor advertising. At this stage, it is very important to choose the right visual or auditory images that would be clearly associated with this brand by consumers and would support the existing image.

Ads may or may not change for some time. It depends on the market situation in general and on the situation within the travel company itself.

To begin with, the firm must clearly understand the purpose of the advertising, that is, why the advertising campaign will be carried out. The goal may be to form a name, the prestige of the company, in order to subsequently take a strong position in the market. The goal may simply be the marketing of tourism services.

Travel agency "INTOUR-Travel" uses several types of advertising: outdoor advertising, souvenir advertising, computer advertising, print, television and radio advertising.

Outdoor advertising includes signs located at the entrance to a travel agency; to the souvenir - calendars, pens with the name of the travel agency; to computer - advertising on sites; to print - advertisements in newspapers; commercials on television and radio.

There is also a large number of various advertising booklets, brochures, which are regularly updated and distributed among the residents of the city.

For more successful promotion of its services the travel agency "INTOUR-Travel" has entered into an agreement with an advertising agency, which helps it in the design of the appearance, advertising stands, booklets, advertising articles in newspapers, which more attracts attention.

Advertising has become a part of our lives today. Statements about her are very contradictory. She annoys many, appearing in the middle of a favorite TV or radio program, striking the eye everywhere - on the street, in transport, in various institutions. Hearing anything forestry about advertising is a rarity, even from those who work in it. But no matter how we treat this phenomenon, our society can no longer exist without it.

Conclusion
During the professional and industrial practice at the Tour-Prognoz travel agency, as a junior assistant manager, not only excellent skills in the field of tourism business technologies were acquired, but also theoretical knowledge was consolidated and deepened, practical skills of independent work were acquired.

This practice made it possible to study the structure and organizational activities travel agencies to expand and deepen existing knowledge and develop interest in it, thereby allowing them to determine for themselves the correct choice of this profession.

When compiling the report, the following tasks were completed: combining theoretical knowledge with practical skills;

2. study of the activities of the enterprise of social and cultural services and tourism;

3. study of the activities of services and departments of the enterprise and their interaction;

4. study of the main directions of the marketing strategy of the enterprise;

6. familiarization with the safety regulations in force at the enterprise, as well as with the safety requirements when organizing and conducting tourist travel.

Introduction
1. Brief description of the enterprise
2. Planning of activities in the travel agency "Pegas Touristic" LLC
3. Organization and control of the activities of subordinates in the travel agency "Pegas Touristic"
4. Reporting and planning documentation of the travel agency "Pegas Touristic"
Conclusion
List of sources used

Introduction

A functional unit is an integral part of an organization that performs specific tasks and achieves specific specific goals.

Currently, it is impossible to effectively conduct business without a clear organization of management of links. In this regard, each organization must have a clear organizational management structure, which must comply with all regulations and rules.

The organizational structure of management is one of the key concepts of management, closely related to the goals, functions, management process, the work of managers and the distribution of powers between them. Within the framework of this structure, the entire management process takes place, in which managers of all levels, categories and professional specializations participate.

Organizations create structures in order to ensure coordination and control of the activities of their departments and employees. The structures of organizations differ from each other in complexity, i.e. the degree of division of activities into various functions; formalization, i.e. the extent to which pre-established rules and procedures are used; the ratio of centralization and decentralization, i.e. levels at which management decisions.

Organizational structure expresses the form of division and cooperation of labor in the field of management and has an active impact on the process of enterprise functioning. The more perfect the management structure, the more effective the impact on the management object and the higher the efficiency of the enterprise.

During the period of practical training (according to the profile of the specialty), skills were obtained in:

Planning the activities of the unit.
Organization and control of the activities of subordinates.
Maintenance of reporting and planning documentation.
Organization of office work at tourism enterprises.

The objectives of the practice were as follows:

- collection of information on the activities of the organization and its individual divisions;

- drawing up a work plan for the unit;

- instructing employees;

- work with office equipment;

- quality control of staff work;

- evaluate the competitiveness of the hotel company;

- preparation of reporting and planning documentation on the activities of the unit; conducting presentations;

- calculation of the main financial indicators of the organization;

- collection and analysis of the necessary materials and documents for writing this report.

This report consists of an introduction, main part, conclusion and annex. The main body, in turn, consists of paragraphs that contain the main analytical work.

The basis for the internship was the travel agency Pegas Touristik LLC. The period of practical training (according to the profile of the specialty) from March 20 to April 2, 2017.

1. Brief description of the enterprise

Visiting card of a tourist enterprise.

PEGAS Touristik is one of the leaders in the Russian tourism industry and one of the largest international travel companies. The history of the company began in the last quarter of the 20th century.

Table 1.1

Visiting card of the travel agency LLCPegas Touristik»

The organizational and legal form of the enterprise and the regulatory legal documents by which it is guided.

The organizational and legal form of the Pegas Touristik company is a company, the authorized capital of which is divided into shares determined by the constituent documents; the participants of Pegas Touristik LLC are not liable for its obligations and bear the risk of losses related to its activities, within the value of their contributions.

Regulatory documents that govern the company "Pegas Touristik" Ltd:

The authorized capital reflects the fundamental difference between business companies in general and Pegas Touristik LLC in particular: for this type of organization, a minimum amount of property is fixed that guarantees the interests of their creditors. If at the end of the second or any subsequent financial year the value net assets LLC will be lower than the authorized capital, the company is obliged to declare the reduction of the latter; if the specified value becomes less than the minimum specified by law, then the company is subject to liquidation. Thus, the authorized capital forms the lower permissible limit of the company's net assets, which guarantee the interests of its creditors.
Memorandum of Association (if the company has one founder), and the articles of association are mandatory. These two documents have qualitatively different functions: the agreement mainly fixes the relationship of the participants, and the charter - the relationship of the organization with the participants and third parties. One of the main tasks of the charter is to fix the authorized capital as a measure of the company's responsibility to third parties.
The authorized capital of Pegas Touristik LLC, consisting of the value of the contributions of its participants, must be, in accordance with the Law of the Russian Federation "On Companies with limited liability", Not less than 100 minimum wages. By the time of registration, the authorized capital must be paid at least in half, the rest is payable during the first year of the company's activity.

Mission and goals of Pegas Touristik LLC:

According to the management of the travel company:

“We are working to make PEGAS Touristik the best tour operator for our clients. We want every person who is on the company's website to come to PEGAS Touristik offices, call our call-center, use the company's services, and enjoy being a PEGAS Touristik client. "

Objectives of Pegas Touristik LLC:

provide quality service anywhere and anytime
to do all the services of PEGAS Touristik, in accordance with modern service standards
pay attention to the wishes of customers and provide maximum care
try to make every decision we make in the interests of our clients
offer exactly what the client needs and anticipate his desires
Main activities.

Main activities (in accordance with the Charter). To travel agency retail network PEGAS Touristik on Korolenko you can contact:

for consultation;
in order to purchase tours in the following directions:

- Outbound tourism

– Domestic tourism

- Inbound tourism

for early booking of hotel rooms.
organization of a group or individual tour
Tour operators with whom PEGAS Touristik works

For more than 10 years PEGAS Touristik has been conducting its tourism activities with tour operators and creating its own travel agencies, as well as cooperating with franchise agencies.

One of the main tour operators is the official Pegas representative, and the travel agency also has a franchise with the tour operator TUI and Biblio-Globus. The priority is selling tours from Pegas.

Table 1.2

Tour operator commission to travel agency

The main awards of the travel agency (for cooperation with tour operators, for participation in exhibitions, etc.).

The main awards of the travel agency are:

- Certificate "Brand of Trust 2013". The most trusted brand of consumers based on independent research from Reader's Digest.

1 The best website of a tour operator operating in Russia

2 Discovery of the year in the field of e-tourism

- XIII International Tourism Festival “World without Borders”. Diploma for contribution to the development of international tourism. Kazan, 2010

- Russian Fund for the Protection of Consumer Rights, Moscow Fund for the Protection of Consumer Rights Diploma "For active participation in the formation of a civilized consumer market in Russia"

Major tourist geographic areas of activity (in a pie chart with shares).

PEGAS Touristik, being one of the recognized leaders of the Russian travel and tourism market, offers relaxation in the most beautiful places. In order to better understand tourist preferences, a survey was conducted, which showed the main tourist geographical destinations among tourists:

Turkey 6%, Egypt 4%, Greece 10%, India 1%, Thailand 14%, Indonesia 3%, Jordan 2%, Israel 2%, China 2%, Andorra 3%, Dominican Republic 1%, Cyprus 8%, Italy 7 %, Spain 8%, Cuba 1%, UAE 5%, Vietnam 2%, Mexico 2%, Mauritius 1%, Morocco 3%, Maldives 5%, Montenegro 10%.

Thus, the number of tourists choosing a vacation with PEGAS Touristik is constantly growing, from the diagram above you can see the preferences of tourists by geographic directions, such destinations to a large extent are: Thailand, Montenegro, Cyprus, Greece, Turkey.

The main forms of tourism.

Today, the travel agency of the PEGAS Touristik retail network occupies a strong position and is deservedly one of the most popular entities in the field of travel services. Our close-knit team of experienced specialists, professionals in their field, who will help you decide on the direction of the tour, the cost of the tour, the quality of rest in one place or another, the duration of the flight and other nuances of the proposed trip. The main forms of tourism in the Pegas Touristic travel agency are:

Cultural and educational tourism (65% of respondents)
Health tourism (21% of respondents)
Sports tourism (12% of respondents)
Entertaining (12% of respondents)

Thus, based on the above diagram, we can conclude that the greatest preference among tourists is cultural and educational tourism. Among the surveyed respondents, the least interest is sports and entertainment tourism.

2. Planning activities in the travel agency LLCPegas Touristic»

Technology, types and methods of planning in a travel agency.

Planning is a continuous process of determining the means to achieve the deadlines and sequence of actions, the distribution of management resources. Its tasks at the Pegas Touristic LLC are:

Ensuring the purposeful development of the organization;
Coordination of the activities of structural units and employees;
Creation of a base for effective monitoring and evaluation;
Labor motivation;
Information support for members of labor collectives;
Types and characteristics of plans in a travel agency.

Distinguish between strategic, tactical and current planning. The travel agency "Pegas Touristic" applies all types of planning in order to better represent the picture of the future of the travel agency, which comprehensively takes into account all the circumstances and features important for the sales market.

The first step is strategic planning. It consists in the choice of the main goals of the firm and is focused on determining the intended end results, taking into account the means and methods of achieving the goals and providing the necessary resources.

At Pegas Touristic, the strategic goals are:

- Expansion of production facilities;

- Expansion of the list of tourist services;

- Improving the quality of tourist services;

- Increased sales and market share due to highly competitive tourism product and services

The second step in planning is tactical planning. It consists in deciding how the organization's resources should be allocated to achieve strategic goals. The main goals of the travel agency are:

- Development of your own recognizable logo of the travel agency

- Maintaining a franchise with tour operators

- Conducting a survey using questionnaires and questionnaires

- Direct cooperation of the tourist manager with the client

- Simple and convenient location of the travel agency website

- Development of your own unique routes

The third and final step is ongoing planning. It is usually developed for the next day / week / month, which allows employees and the travel agency as a whole to focus on the specific goals of the enterprise for the near future. These goals can be:

Implementation of the plan for the sale of tours
Launch of new tourist programs
Selection of a tour by order of the client
Increase in sales by areas of the enterprise.
Sources of collection of information on the activities of the organization and its individual units

When it comes to sources of information, we primarily mean sources of external information. Indeed, internal information is constantly accumulating within the company (if this is not done, then this is already a problem of work efficiency marketing services enterprises, companies). It includes planning and economic indicators, reports on sales and profits, plans for the development of production and innovations.

The main sources for collecting information about the activities of the organization and its individual subdivisions, first of all, is the official website of Pegas Tourisic LLC. There you can find information about the travel company itself, what services it provides, and you can also pre-book a cabin on the ship, which can also be viewed on the company's website. On the website you can also see the cruise schedule, when and what time the ship departs to your chosen destination.

When collecting information about the organization, such open sources as publications in the media and on the Internet are used. Each of the sources of information has certain advantages and disadvantages, so none of them alone can provide sufficient completeness and reliability of the information collected for research. It follows from this that it is necessary to use several sources of data collection at the same time, constantly adjusting them based on emerging new materials. In this case, it is possible to collect information both sequentially across all hierarchical levels, and in parallel, as well as sequentially-parallel.

Enterprise work plan.

To draw up a business plan for an enterprise, you need to draw up a business plan for a tourist enterprise. In the travel agency "Pegas Touristic" LLC, the work plan looks like this:

The main goals of the business:

high volume of tour sales;
an increase in the share of a travel agency in the existing market;
development of new markets;
creating a good reputation and image with clients;
provision of unique services;
increase in net income;
increase in the share of related services.

By choosing the right direction of activity, you can ensure the profitability of the travel agency for many years. At the initial stage of its activity, the agency attracts clients through recommendations and direct contact.

Marketing program of Pegas Touristic LLC.

Evaluation of the effectiveness of advertising activities in the agency is carried out through a social survey of clients. When a potential buyer comes to the office, he is unobtrusively asked about the sources from which he learned about the agency, sometimes clients are invited to fill out a questionnaire (at the request of the buyer), which offers a list of questions focused on finding out which of the selected types of advertising the most effective and what the buyer pays attention to in the first place in advertising.

It should be noted that according to the results of such surveys, it was revealed that most often clients listen to advertisements on the radio (while traveling in a car) and read in magazines, less often in newspapers. This is due to the fact that the main contingent of buyers, as noted above, are people with a high level of income and quite busy, which is why in this situation, auditory advertising - radio is more effective.

The travel agency "Pegas Turistik" chooses the press as the main advertising medium, since it is considered an effective channel for advertising in order to stimulate sales and radio, since radio from the point of view of advertising has its positive features - almost round-the-clock broadcasting and the possibility of background influence on a potential buyer. and radio advertising is fast, effective, and quite cheap.

Also, which is very important in modern world the travel agency has its own website www.pegast.ru

3. Organization and control of the activities of subordinates in the travel agency "Pegas Touristic»

Present the organizational structure of the enterprise management and describe it (the organizational structure is shown in the figure).

The enterprise has the principle of hierarchical management levels, in which each lower level is controlled by a higher level and obeys him. An organizational structure built in accordance with these principles is called a hierarchical or bureaucratic structure. The most common type of such structure is linear - functional or simply linear structure (Appendix 2).

Briefly describe each division of the tourism business.

Travel company LLC "Pegas Touristic" consists of:

General director. He decides on his own all the issues of the organization's activities, acts on behalf of the company, represents his interests in front of other firms and organizations. Also, this person disposes of the property of the enterprise within the limits of the right granted to him, concludes contracts, including for the hiring of employees. He bears, within the limits of his authority, full responsibility for the activities of the organization, ensuring the safety of inventory, funds and other property.
The accountant and two tourism managers (cruises and tours in Russia and abroad) are subordinate to the director.
The chief accountant of a travel agency reports directly to the general director. The chief accountant subordinates one accountant.
Tourism managers work directly with potential tourists. Provide full consulting and sales of tours. They monitor the process of implementation of tourist services. Present to management with proposals that will increase customer loyalty, their satisfaction with the services provided by the company, which ultimately leads to an increase in the company's profits.
Provide in the table the characteristics of the travel agency personnel.

Table 3.1

Characteristics of the personnel of LLC "Pegas Touristic"

The psychological climate in the team. The relationship of management with subordinates. The presence of conflicts. Compliance with corporate rules and business ethics.

Analyzing the organizational culture of the company, it should be noted that due to the insignificance of the scale of LLC "Pegas Touristic", close contacts are formed between employees, informal communication plays a significant role in the management of the organization. It should also be emphasized that the prevalence of informal communication over formal communication can have undesirable consequences. For example, the lack of subordination between the levels of management in the organizational structure can lead to a violation of the process of execution of decisions.

The level of organizational culture can be characterized by an average value, since the organization does not practice joint activities aimed at team building and the development of team spirit.

To solve the identified problems, it is necessary to implement a number of measures.

The management of the enterprise needs to pay attention to such a characteristic problem of the organization as the lack of career opportunities. To solve this problem, the management can be recommended to introduce a system of active and diverse incentives for employees in order to compensate for the identified deficiency in the management of the company.

To increase the level of organizational culture, it is necessary to advise the management to carry out activities aimed at rallying and developing the team spirit of the employee team. As such events, you can conduct trainings with the participation of certain professionals, corporate events or group trips.

Introduce a system of reward, material and moral incentives. Motivation allows you to solve such problems as stabilizing the team, increasing labor productivity and interest in mobility, ensuring a systematic growth of qualifications. Here it is necessary to clearly define various kinds of bonuses, wage increases.

The system of remuneration at the enterprise. Forms of material and moral encouragement.

The remuneration system of any employer is established in accordance with labor legislation and other regulatory legal acts containing labor law norms. Regulations on the applicable system of remuneration (see Appendix 9).

In the field of tourism, there are piecework, time-based and contractual forms of remuneration. Differentiation of forms of remuneration is one of the factors of professional mobility of workers. In LLC TC "Pegas Touristic", employees are paid at the established tariff rate or salary for the actual hours worked.

For a job well done, employees, of course, either receive moral encouragement, gratitude, or are rewarded. The amount of the bonus depends on the final results of tourist activity.

Briefing rules

Tourism, given the specificity of this socio-economic activity, is continuously associated with some dangers. Introductory briefing is carried out with all newly recruited employees, regardless of their education, work experience in a given profession or position, with temporary workers, pupils and students who arrived for industrial training or practice.

To conduct an introductory briefing, a program and instructions are developed, approved by the head of the enterprise.

These documents include: instructions for introductory briefing on labor protection and fire safety; instructions for the provision of first pre-medical emergency aid to victims; instructions for fire safety in office premises; instructions on labor protection when cleaning premises; instructions on labor protection when working with computers and electrical equipment.

On-the-job briefings conclude with a test of knowledge by oral questioning or technical training aids, as well as a test of acquired skills in safe working practices. Knowledge is checked by the employee who conducted the instructing. Persons who have shown unsatisfactory knowledge are not allowed to independent work or practical exercises and must be instructed again.

Quality control of staff work.

Personnel control in a travel agency takes a special place in ensuring the effective operation of the enterprise. The travel agency can carry out automated control of personnel in a complex or individually for each of the team members. Our program, exercising control over the work of personnel in a travel agency, conducts a detailed analysis of their effectiveness and benefits for the company. The travel agency must carry out the control of employees without fail, because the success of the enterprise largely depends on them.

Professional software controls the travel agency staff and all its personnel policy. Monitoring tourism employees for a travel agency is not the only task that the accounting system is engaged in. She necessarily monitors the customer base in the travel agency. The tour control system in the travel agency also ensures the required level and quality of sales. All these tools, as well as the automated control system for workers in a travel agency, ensure the success of business.

The automated accounting system does not just carry out production control of the travel agency, but also helps to find the most profitable ways of organizing labor to increase income and reduce the cost. Automation of travel agency control allows business to keep pace with the times and outstrip competitors in their work many steps forward. With a professional program, there is a complete optimization of control in the travel agency and improvement of all performance indicators.

Conducting business meetings, meetings, etc.

For LLC "Pegas Touristic" a business meeting is a way to involve the collective mind in developing optimal solutions for the most pressing and most complex issues arising at the enterprise.

The management process in this regard is reduced to three main stages: collection and processing of information; coordination of the activities of all services of the company and all employees; decision-making. I want to note following rules negotiating:

In important negotiations and even in a conversation between two partners, business communication and business etiquette are very important. At an enterprise, the creation of the desired environment for negotiations is largely determined by the environment in which they take place: a cozy room, a friendly attitude, the ability to convey practical skills on a particular issue.

There are many circumstances, insignificant at first glance, the consideration of which allows, firstly, to create the required environment and, secondly, to secretly accumulate psychological advantages over a partner. Many of these benefits work on the partner's subconscious, resulting in an attraction. This is primarily created by the image of this enterprise, the team is small, but with increased involvement in the business, their corporate culture, technical equipment of offices, it has a positive effect on the partner, that the enterprise is profitable, with this you can establish contacts, develop activities without disruption.

Business etiquette, i.e. circumstances, patterns and rules of covert management are used as the basic rules of negotiation. Each participant of Pegas Touristic LLC is interested in this process, everyone participates in it as needed.

Operational meetings are held weekly, on Mondays, at 9-00 o'clock, as their purpose is to receive information about the current state of affairs, make operational decisions and control their use by the management.

4. Reporting and planning documentation of the travel agency "Pegas Touristic"

Describe and submit the reporting and planning documentation of the travel agency.

Certain types and varieties of documents make up the documentation system. The planning documents of TC "Pegas Touristic" include:

long-term plan;
schedule;
scheme;
general scheme.

The reporting documents include documents containing information about the results of the enterprise for a certain period of time. These documents can be drawn up in various areas of activity. The reporting documentation in the activities of enterprises and the state performs the function of feedback, making it possible to compare the results obtained with the planned indicators. Its analysis allows you to adjust and improve activities.

The reporting documentation of the enterprise consists of several sets of documents:

State statistical reporting;

Departmental reporting;

Intercompany reporting.

Report - a document containing information about the results of activities for a certain period of time, the implementation of activities, instructions, assignments, submitted to the head of the structural unit of the enterprise or a higher authority.

An organization's income is an increase in economic benefits as a result of the receipt of assets (cash, other property) and (or) the repayment of obligations, leading to an increase in the organization's capital, with the exception of contributions from participants (property owners).

An organization's expenses are a decrease in economic benefits as a result of the disposal of assets (cash, other property) and (or) the occurrence of liabilities, resulting in a decrease in the capital of this organization.

Pegas Touristic LLC operates under a simplified taxation system.

The first form of simplified taxation system: the organization pays 15% of the difference between income and expenses. Income here means gross, total income of the company, and under expenses - all expenses associated with the implementation of entrepreneurial activities. In this case, expenses include all expenses for the acquisition of property, raw materials, materials, advertising, salaries for employees, travel and transportation expenses, and expenses for accounting services.

Draw up a sales schedule of a tourist product (for a month, a year) and draw a conclusion on the work of the enterprise

Among the 1220 people sent per year, the travel agency draws up a sales schedule for a tourist product.

Thus, we can conclude that the peak sales seasons of tours are spring and autumn, the weakest are winter and summer.

A good leader knows that he can only manage those processes that he measures and controls.

Sales management of a travel agency is impossible without taking into account key indicators. Figures are our faithful assistant.

Today, it seems, there are no TA leaders left who would not know how important it is to measure the key performance indicators of their agency.

However, as practice shows, this knowledge does not in any way flow into actions - even many "advanced" agencies do not measure their performance, or do it in a different way than it should be done in reality.

Travel agency "Pegas Touristic" is located in a small office at the address Kazan, street Korolenko 31a and has everything you need to work. The company is equipped with all the necessary equipment, namely:

- computers

- printers

- duplicator

- telephone line

Also, the travel agency is provided with all the necessary stationery. Everything here is arranged so that customers feel at home.

List the software products used in the travel agency.

Self-Tour program

Samo-Tour is a software package for automating the work of a travel agency, developed by Samo-Soft. The company was founded in 1991 and is engaged in software development, installation of local area networks, works on system integration (turnkey office), connection of subscribers to the Internet, production and placement of Web pages, supply of computers and equipment.

The Samo-Tour software package provides information support for all the main functions provided for by the technology of work in a tour operator company. There are more than 20 different reference databases in the system, including reference books by directions (geography), clients, hotels, flights, services, partners, embassies, carriers, prices, etc.

The type of applications that are hosted and run on the developer's hosting. Users are provided with access to the software over the Internet. Here are some examples of SaaS applications:

Examples of SaaS applications:

1.My business is online accounting

2.MyWarehouse - warehouse accounting

3.Megaplan - a management system for medium and small business

4.FogBugz - bug tracking system

5.Google Apps - Google services for businesses

Making a profit: the main way to generate income from such products is by subscription, i.e. periodic payments (monthly, quarterly, annual).

Describe the system of organizational and administrative documents of the travel agency.

Organizational and administrative documents play an important role in the life of any enterprise, institution, organization. For each organization, including a public one, they establish the procedure for its creation, work, structure and staffing. The process of creating an organization always begins with the development of organizational documents. Without them, the legal and rational functioning of organizations is impossible. Therefore, modern Russian legislation sets forth the requirements for the preparation and execution of various types of organizational documents.

The main functions of organizational and administrative documents are: management and legal. In the management function, they act as a means of management activity. Organizational documents ensure stable, normal functioning of the state system as a whole and of each state institution separately.

In accordance with the All-Russian Classifier of Management Documentation, the group of administrative documents of LLC TC "Pegas Touristic" includes:

regulations;
solutions;
orders;
orders.
List the constituent documents.

The constituent documents of the enterprise LLC "Pegas Touristic" include:

- company charter

- memorandum of association

- application of the founder or a person authorized by the founders for state registration.

Preparation of constituent documents is the first step in creating a tourism company. The list and content of constituent documents depends on the chosen organizational and legal form of the future enterprise.

The charter is a set of rules that establish the order and organization of the enterprise. This is an important document and should be taken with the utmost care. When developing the charter, it is necessary to proceed from the requirements of legislative acts in force on the territory of Russia, which determine property rights, as well as the rights and obligations of an enterprise in the process of carrying out economic activities.

The charter of a private enterprise must contain the following information:

- the name of the enterprise, indicating its organizational and legal form, the surname of the owner of the property and the name;

- information about the founder

- company address

- subject, goals and activities

- the procedure for the formation of property, including the ownership of the property of the enterprise

- the procedure for distribution of profits and coverage of losses

In the charter, it is also necessary to discuss the responsibility of the founder for the obligations of the enterprise. On the title page of the charter in the upper right corner, the date of its establishment and the signature of the founder are affixed. If the charter was established by a decision of the meeting of founders, the date of the meeting and the number of the minutes are indicated. Before being submitted for state registration, the charter must be stitched.

Describe the features of the application of the rules for drawing up management documents.

Management documentation of LLC "Pegas Touristic" today forms the basis of management of any organization. The quality of management documentation that ensures the implementation of organizational and administrative activities is the most important factor

An administrative document is a document that, while retaining all the characteristics of the document, generally differs in some specific characteristics associated, first of all, with the implementation of organizational and administrative management functions.

Based on the analysis of the practice of documenting management information, a set of requirements was created that the management document must meet. The task was that the set of the proposed requirements during its implementation would provide the document with such properties (legality, reliability, unambiguity, concreteness, completeness, consistency, intelligibility, legal significance).

Describe the document flow in the travel agency

Pegas Touristic travel agency documents can be classified according to a number of criteria:

By the circle of users - for internal use (for example, orders) and for use by third parties.

According to the source of information - incoming and outgoing.

On the basis of this classification in the travel agency "RIO" can be distinguished:

Statutory documents (Articles of Association, certificate of registration with a tax authority, state registration)

Accounting (invoices, invoices, acts, orders, statements)

Internal regulations (staffing, working hours, fire safety rules, etc.)

Documents regulating relations with suppliers (contracts)

Documents regulating relations with clients - tourists (agreements on the provision of travel services, vouchers, vouchers, etc.).

All documents are stored in the office of the travel agency in accordance with a certain storage period. Incoming and outgoing documents are recorded in journals (respectively, incoming and outgoing registration). The incoming documentation is submitted to the director.

Describe the level of development electronic document management

Electronic document flow is the movement of electronic documents in an enterprise and the activities to organize this movement. This, as a rule, implies a full cycle of document flow automation and a significant reduction in the use of paper documents.

Each travel company strives to increase the positive feedback from regular customers who use its services from year to year, improve the quality of service and maintain a good reputation in the travel market. It is extremely important for a company to keep abreast of all changes concerning its activities and be able to respond promptly to them, quickly find the necessary information, clearly and competently draw up sets of documentation for working with clients and partners.

The introduction of an electronic document management system allows TC "Pegas Touristic" to increase the efficiency of its work due to the rational organization of work with documents.

Conclusion

Thus, the technology of social management is understood as a set of methods and techniques for the implementation of management functions.

Management technology can be defined as a set of methods for processing management information in order to develop the adoption, fixation and implementation of management decisions.

Management technology reflects the content of management, is characterized by the processes of movement and processing of information and is determined by the composition and procedure for performing management work, in the course of which this information is converted and affects the management object.

Hence follows the main purposes of management technology - the establishment of a rational scheme of interaction between structural units and individual performers of the management process.

The effective organization of the management process presupposes a combination of operations. Each operation needs to be linked to previous operations in this cycle of the control process. The execution of operations should be linked to the execution of other operations.

The concept of management technology is closely related to the process of amortization of operations within the framework of certain management functions of the system. In the role of the algorithm of the control process is a prescription that determines the content and subsequent actions in any information or organizational process.

Information resources represent the totality of all data available in the enterprise. Information is a key ingredient in business process management. When describing a process, the information used by the process and issued as a result is determined. There is also background information.

List of sources used

I. Current archive of the enterprise
1. Internal documentation of the travel agency "Pegas Touristic" LLC.
II. Remote Access Sources
2. Federal Law No. 132-FZ of 24.11.1996 "On the Basics of Tourist Activity in the Russian Federation" (as amended on 03.05.2012).
3. Labor Code of the Russian Federation of December 30, 2001 N 197-FZ
III. Special literature:
4. Ablyazova N. O. "Management of social development of the organization" 2013. - 416 p.
5. Balashov A. P. "Theory of organization" 2013. - 208 p.
6. Gerasimov B. N. "Quality Management" 2012. - 208 p.
7. Zakharov N. L. "Management of social development of the organization" 2013. - 208 p.
8. Olyanich D. B. "Theory of organization" 2008. - 408 p.
9. Yakovlev G.A. Economics and statistics of tourism: Textbook. allowance / G.A. Yakovlev. - 2nd ed., Rev. and add. - M.: RDL, 2004 .-- 375 p.
IV. Internet resources:
10. Help system "Consultant plus" Access mode: www.consultant.ru
11. Electronic library. Access mode: http://znanium.com
12. Tourist library "All about tourism". Access mode: http://tourlib.net

Practice report at the travel agency "Pegas touristic" updated: July 31, 2017 by the author: Scientific Articles.Ru

Introduction
1. Planning the activities of the unit
2. Organization and control of the activities of subordinates
3. Registration of reporting and planning documentation
4. Modern office equipment and organization of office work
Conclusion
List of sources used

Introduction

Management of an organization involves understanding and forming a complete picture of its functioning, a business model, including all structural divisions, based on analytical information. The systematic rather than periodic use of such information, which reflects all aspects of the organization's activities for making management decisions, helps to reduce the level of financial risks.

Structural divisions of an organization, as well as various areas of business, often function inconsistently (by function, product, territorial or other basis), which affects the efficiency of the entire organization.

For the effective work of a division of the organization, it is important to clearly and clearly define functional responsibilities and authorities, as well as relationships with other structural divisions.

Each employee of the department must understand what is expected of him, what powers he has, what should be his relationship with other employees.

This is achieved through a divisional scheme, supplemented with appropriate reference books (instructions), and a division of responsibilities.

The creation of various positions according to the functions of employees allows to achieve more effective management, the necessary flexibility of the organization's management during the expansion of its economic activities.

This report is the main result of the work on the internship, which contains all the results of activities for the period of internship.

During the period of training, skills were obtained in:

Planning the activities of the unit.
Organization and control of the activities of subordinates.
Maintenance of reporting and planning documentation.
Organization of office work at tourism enterprises.

The objectives of the practice were as follows:

- collection of information on the activities of the organization and its individual divisions;

- drawing up a work plan for the unit;

- instructing employees;

- work with office equipment;

- quality control of staff work;

- evaluate the competitiveness of the hotel company;

- preparation of reporting and planning documentation on the activities of the unit; conducting presentations;

- calculation of the main financial indicators of the organization;

- collection and analysis of the necessary materials and documents for writing this report.

This report consists of an introduction, main part, conclusion and annex. The period of training practice is from 6 to 19 March 2017.

1. Planning the activities of the unit

Methods for collecting information about the work of the enterprise

Planning, being the norm of any business, is necessary to anticipate the future situation and to effectively achieve the goal. The planning process is about analysis and decision making and takes time and mental effort. Time is a special irreplaceable resource.

Planning has developed methods, uses a scientific approach, improves and applies new methods and improvements, so planning is a science.

Planning as a type of activity is the process of developing actions to achieve a goal.

Main planning goals:

Optimization of all types of costs;
Coordination of team actions;
Anticipating events in order to reduce risk and unreasonable losses;
Readiness to respond quickly to environmental changes.

Planning can be carried out with a different scope of time coverage - a planning horizon, which is:

- long-term - 5-10 years;

- medium term - 2–5 years;

- short-term - up to 2 years.

Types, stages, methods of effective planning.

Planning principles:

Continuity. It is necessary to constantly plan and adjust plans, as goals and situations can change.
Coordination and integration. Coordination encompasses the interaction of all organizational units at the same level, and integration is necessary for the coherence of actions between units of different levels.
Consistency. The enterprise in the external environment must be taken into account in the complex.
Scientificness. It is necessary to apply scientific methods in planning.

Planning stages:

1.defining the mission - the main guideline for action;

2. forecasting - an assessment of the future state of external and internal factors;

3. formulation of goals (desired results). The goal should be clear, clear, specific, measurable (the answer to the question "what"). The ideal is an unattainable goal;

4. programming - creation of action plans, programs, work schedules - plans in time sequence (answering the questions "when", "how");

5. budgeting - determination of the scope of work and distribution of the amount of resources by type of work (answer to the question "how much");

6.forming enterprise policy - drawing up general rules activities at the enterprise;

7. Formation of action procedures (business processes).

Features of drawing up a division plan.

In modern conditions, one of the most important planning tools is a business plan. Traditionally, it acted as a tool for small and medium-sized businesses that needed external assistance (partner or investor) to implement specific projects. Today, business plans are developed by almost all leading foreign companies on an ongoing basis.

A business plan is a business development plan for the coming period, in which the subject, main goals, strategies, directions and geographic regions of economic activity are formulated; determined the pricing policy, the capacity and structure of the market, the conditions for the implementation of supplies and purchases, transportation, insurance and processing of goods, factors affecting the growth / decline of income and expenses for the group of goods and services that are the subject of the enterprise.

A business plan always has an addressee. It can be a partner, investor, senior management or government bodies, therefore, in any case, the interests of the person to whom it is addressed must be taken into account in the business plan.

First of all, when justifying the provisions of the business plan, it is advisable:

- to focus on issues that may be of interest to those to whom they are addressed - employees of the enterprise, partners or other external consumers;

- present the essence of the project in the most accessible form at the very beginning of the business plan;

- to argue all calculations and indicators in such a way that they are real and reliable, without exaggeration and embellishment of the economic results of the project.

A business plan begins with a title page, which usually indicates:

the name of the project, for example, "business plan for setting up a wallpaper company";
place of preparation of the plan;
authors of the project, name and address of the enterprise, telephones;
names and addresses of founders;
the purpose of the business plan and its users.

Conducting briefing

The manager serves tourists and is responsible for the implementation of the program and travel conditions. In his work, he is based on the current legislation, regulations, orders and instructions.

In accordance with Article 225 of the Labor Code of the Russian Federation, for all persons entering work, as well as for employees transferred to another job, the employer or his authorized person is obliged to conduct instruction in labor protection.

To conduct an introductory briefing, a program and instructions are developed, approved by the head of the enterprise.

After the briefing, tourists sign in a special magazine or on two copies of an agreement on obtaining the following documents:

voucher;
contract;
tour program;
memo;
travel documents (not always);
voucher (not always).

2. Organization and control of the activities of subordinates

Organizational management structures and their brief description.

The organizational structure of the personnel management system is a set of interrelated subdivisions of the personnel management system and officials. The structure determines the internal structure of the organization, the degree of rigidity / flexibility of the organizational configuration, the types of interaction between its internal elements.

First of all, we should single out flat (single-level) and multi-level structures. Sometimes flat structures are called horizontal and multilevel structures are called vertical. Also, all types of organizational structures can be subdivided into bureaucratic and adaptive.

Various organizations are characterized by different kinds management structures. However, usually there are several universal types of organizational management structures, such as linear, linear-staff, functional, linear-functional, matrix. Sometimes within a single company (as a rule, this is a large business), there is a separation separate divisions, the so-called departmentization.

Linear structure

The simplest type of bureaucratic organizational structure is called a linear organizational structure, organized strictly hierarchically. It is characterized by: division of zones equal in scope and content of responsibility, one-man management, vertical division of labor and the formation of vertical management levels. An example of such an organizational structure can be the management structure in the army, Christian church, university.

Quality control of staff work.

In order to quickly resolve problems that arise during the execution of tasks, it is necessary to control the work of personnel. An adequately selected type of control can be a good non-material factor in employee motivation. To make the right choice of the form of control, the manager must take into account the specifics of the task and the personality traits of the employee who is entrusted with performing it.

There are five main types of control used in management

(Final, preliminary, staged, periodic, selective)

Final control, or control by result, is characterized by the fact that there is only one control point, and it coincides with the moment the goal is achieved. Until the deadline for the task, the employee works independently

Preliminary control should be used if the task is not completely new, adjustment is acceptable, and the execution period is not very long.

It is advisable to use phased control if there is an experienced, result-oriented, independent and proactive employee, but the task is long, complex, new and important. With the help of step-by-step control, you can minimize the risk of not meeting the final goal.

Periodic control. A significant advantage of periodic monitoring is the fact that both the manager and the employee know how and when the progress of work will be checked.

Selective control differs from others in that the performer does not know at what point in time he will be checked, but he knows that it is the selective type of control that will be used. This type of control is convenient for the manager, since the time is chosen at his discretion and the unprepared result is checked.

Organization and conduct of business meetings, meetings, round tables, working groups.

Organization and conduct of business meetings, meetings, round tables, working groups is one of the most important aspects of corporate culture, this is correct business communication. Business communication is an art that allows you to get in touch with business partners, overcome personal prejudices, rejection of one or another counterparty, and achieve the desired commercial result.

The object of research in the work is a business (office) meeting. Subject of research: features of preparation and holding of a service meeting.

The purpose of the work is to consider the rules for the preparation and conduct of service meetings. In accordance with the specified goal when performing test work the following tasks are set:

give general characteristics business meetings, concept, types and principles of their organization;
consider the features of preparation for the service meeting;
analyze the main aspects of the process of conducting a business meeting, leadership styles at the meeting.

In the world practice of personnel management, the openness of the organization's information system and the involvement of employees in solving its problems are becoming one of the most important factors in motivating work. Holding office meetings can be seen as one way to manage motivation. Therefore, neglect of meetings is a typical mistake of the leader. In modern conditions, the correct holding of service meetings is undoubtedly important. All of the above determines the relevance of this topic of control work.

Technical and sanitary conditions in the office

According to paragraph 6 of Art. 321 of the Labor Code of the Republic of Kazakhstan during working hours, the temperature, natural and artificial lighting, as well as ventilation in the premises where the workplaces are located, must comply with safe working conditions. So Art. 23 of the Labor Code in the Republic of Kazakhstan obliges the employer to provide employees with working conditions in accordance with labor legislation, individual labor, collective agreements.

The work of office employees is used to being considered one of the most uncomplicated types of work. But mental work, like physical work, exhausts any person. Moreover, office workers are much more likely to experience stress, the main cause of which is mental, visual, psychological overload.

You can often find offices where ten to fifteen people work in one office. Overloading occurs not only with office equipment, but also with people, and this significantly worsens the microclimate of the room, increases the level of tension.

Meanwhile, in rooms where they work on personal computers, the temperature, relative humidity and air velocity at workplaces must comply with the permissible sanitary standards for the microclimate of the premises (Sanitary standards for microclimate industrial premises No. 1.02.006-94, approved by the Chief State Sanitary Doctor of the Republic of Kazakhstan, Dernov A.G. on August 22, 1994, hereinafter referred to as the Microclimate Sanitary Standards).

A workplace is a place where a worker spends most (more than 50%, or more than two hours continuously) of his working time. If at the same time the work is carried out in different points of the working area, the entire working area is considered a permanent workplace.

Conflict Management.

Conflicts in organizations are not only possible, but also desirable. The whole problem lies in the ability to manage them. The biggest mistake a manager makes is ignoring the problem. Various methods of developing and overcoming conflicts are possible.

Conflict is one of the most common forms of organizational interaction and other relationships between people. It is estimated that conflicts and worries of staff take about 15% of their working time. Managers spend even more time resolving and managing conflicts — in some organizations, up to half of their work time.

There are four main types of conflict:

Personal conflict inside. One of the most common forms is role conflict, when conflicting demands are made on one person about what the result of his work should be. Internally, personal conflict can arise as a result of the fact that production requirements are not aligned with personal needs or values.

Interpersonal conflict. The most common type of conflict. Most often it is a struggle of managers for limited resources, capital or labor, equipment time or project approval. It can manifest itself as a clash of personalities.

Conflict between an individual and a group. Can arise when the expectations of the group are in conflict with the expectations of the individual. And it may arise on the basis of the official duties of the head. The manager may be forced to take disciplinary action that may be unpopular in the eyes of subordinates. Then the group can strike back - change the attitude towards the leader and, possibly, reduce labor productivity.

Intergroup conflict. Disagreements between line and staff personnel are a common example of intergroup conflict. Often, because of the difference in goals, functional groups within the organization begin to conflict with each other.

Effective decision making methods.

In the process of company management, one of the main processes is the decision-making process. Every day, managers have to make a variety of decisions related to different areas of management, for example, how to select personnel, where to ship the goods and how much, how to maximize profits, whether to accept another company's offer to merge the two companies, and so on.

All methods and models of management decision-making are equally important to the management of various companies. However, there are some that are considered the most effective and useful. The study showed that the most effective methods of making managerial decisions are the method of analysis of the service market and the method of researching consumer preferences, and the most preferable decision-making model is the political model.

Table 2.1

Classification of management decisions

Classification signs	Management decisions
By scale of impact	Are common Private
By time of action	Strategic Operational
By predicted properties	With a definite result With a probable outcome
By methods of information processing	Algorithmic Heuristic
By the number of criteria	One-criteria Multi-criteria
In the direction of impact	Internal External
By depth of impact	Sibling Tiered
By way of taking	Individual Collective
By fixing method	Written Oral

Presentation methodology.

The presentation is an independent action, which is considered a reception, the event in its form is nothing but the provision of a company, new products or services to an invited audience. As a rule, the presentation of a company is held on the occasion of the opening or creation of a company, demonstration of new achievements, a new image of the company.

Making a presentation dramatically changes the situation. A vivid visual image evokes emotions, and a successful combination of emotional and informational influences helps to quickly break through to the mind and heart of the customer.

At the stage of the presentation in front of the client, there are several rules that will allow you not to waste your energy and emotions. In order to receive answers less often "no", "maybe" or "we need to think", it is important to remember some rules for preparing and conducting a presentation:

you should never give presentations to a client whose needs are not identified;
after determining and updating the client's needs for the product, it is necessary to adjust the offer specifically for the client, focusing on those points that will be of interest to him;
before the start of the presentation, even if preliminary negotiations have already been held, one more small stage needs to be carried out: additional preparation.
make the presentation interactive, let each of those present participate in it (ask questions, involve people in the discussion of the covered material);
each client, be it an individual or an organization, makes a decision in a certain sequence: first, the need is recognized, then the selection criteria are determined, and after that the evaluation of options begins.

Therefore, during the presentation of the product, it is imperative to go through all the emotionally important points of the client, that is, answer his questions that he may not even ask.

Labor Code of the Russian Federation.

The Labor Code of the Russian Federation 2017 is the main codified normative legal act in the country, which regulates all relations arising in the process of labor activity between its participants.

This document was created to:

Securing guarantees of rights and freedoms provided by the state for citizens - participants in labor relations;
Creation and maintenance of favorable working conditions on a permanent basis;
Protection of the rights and interests of both employees and employers.

To achieve the goals set, it is necessary to adhere to some principles, which are defined in the code quite a lot. The main idea is to ensure the rights of each side of the relationship, without violating the interests of the other.

The Labor Code of the Russian Federation 2017 consists of 6 parts:

The smaller structural unit of the code is the articles, they are also subdivided into paragraphs.

Thus, the Labor Code of the Russian Federation regulates the entire spectrum of relations arising in the course of labor activity. It is designed to meet the requirements of modern legislation and in the name of protecting the interests of employers and workers.

Measures to improve the efficiency of the unit.

Improving employee performance is a concern of virtually every service manager, whether a small company or an industrial giant. The personnel motivation system is often built by trial and error, and the number of errors is quite large.

In services, a situation often develops when people are well motivated to work on a project, understand the goals and objectives of the work, clearly see the horizons, understand areas of responsibility and work with full dedication. In everyday work, the picture is often significantly different: people do not think about the ultimate goals of their work, do not feel the incentive to do it as well as possible. It turns out that the team runs sprint distances quickly and smoothly, but the achievements at stayer distances look much more modest.

The formula for success.

They think about the creation or improvement of the motivation system when there is a need to improve the efficiency of employees, in a more rational use of labor resources. Often, managers describe the problem something like this: “People work great, love their profession - to the point that they are ready to give companies and their personal time, working overtime on their own initiative. They are good professionals. But on the whole, the service does not work as efficiently as it could be, time and labor resources are used irrationally. "

Often, the feeling of inefficient use of labor resources arises on an intuitive level and is not supported by any indicators. The way out of this situation, managers often see a change in the personnel motivation system, which, as a rule, means an increase in salary.

“Improving the efficiency of a company or its subdivision is not limited to the creation of incentive schemes. The effectiveness of people's work depends not only on motivation, therefore it is necessary to consider it in combination with other significant influencing factors.

In this approach, efficiency is seen as a product of three elements:

Efficiency \u003d competence / organizational barriers x motivation, where competence is professional knowledge and skills
Motivation is a system of material and non-material incentives based on the values \u200b\u200band guidelines of people;
Organizational barriers are attitudes and organizational characteristics that prevent people from working with full dedication for the good of the company.

3. Registration of reporting and planning documentation

The composition and characteristics of the reporting and planning documentation for the work of the unit.

The general purpose of planning documentation is to establish the goals and objectives of the organization's activities, determine the necessary resources and distribute them by goals and objectives. Planning documents are programs, plans, schedules. The activities of the organization as a whole, in individual areas of activity and divisions, can be planned.

Planning and reporting documentation provides planning of the organization's activities, which allows you to set goals and calculate resources for development and distribution by goals and objectives. All planning and reporting documents are drawn up for a certain period and include various registered data. Deviations from targets can be caused by poor performance discipline, current market conditions and poor planning.

The concept of organization is at the heart of all management activities. This function, of course, is primary in relation to other management functions, since you first need to organize the system, and then plan its activities, regulate and control.

The planning results are recorded in planning documents, which have the following names: plan, long-term plan, program, schedule, scheme, general scheme. The peculiarity of planning documents is that they are always drawn up for a specific period: several years, a year, six months, a quarter, a month, or for the period of a specific type of work. The planning of the activities of an individual organization is usually carried out in the form of a plan, program or schedule. If the institution has collegia, councils, commissions, their activities are also planned. Planning documents are developed by the management with the involvement of qualified specialists and necessarily go through the stage of agreement and approval.

Registration of reporting and planning documentation

There are several types of reporting and planning documentation: strategy, program, work plan, business plan, report.

Reporting and planning documentation (plans, applications, estimates, reports and calculations to them) is placed in the affairs of the year to which it belongs in its content, regardless of the time of its preparation or the date of receipt. It should be remembered that plans, estimates and reports are grouped separately from the projects of these documents.

Certain types and varieties of documents make up the documentation system.

The attribution of documents to a particular system begins with the division of all documents into official and unofficial, created by a person outside the scope of his official activities, such as personal correspondence, memoirs (memoirs), diaries.

For example, one of the types of reporting and planning documentation - a program, is drawn up on the general letterhead of the organization. Mandatory details of the program are: the name of the organization, the name of the type of document, date, registration number of the document, place of preparation, title to the text, signature, approval stamps (or visa), approval stamp. The program is signed by the head of the department responsible for the development of the program. Programs are approved by the head of a higher or given organization or a collegial body (meeting, council, collegium, etc.).

Or, for example, a plan is a document that establishes a list of activities planned for implementation, their sequence, volume, timing, responsible executors. The form of plans is usually tabular. The plans of organizations are drawn up on a common form. Obligatory details of the plan are: the name of the organization, the name of the type of document, date, document number, place of drawing up the plan, title to the text, signature, stamp of approval. The plans of structural divisions are drawn up on standard sheets of paper with all the necessary details. Plans of work or events are signed by the heads of the development departments, the plans are approved by the head of a higher authority or this organization.

Also, for example, reporting documents, which may be called: report or report of a reporting nature. Intra-agency reporting is relatively loose. Reports are drawn up on a common form or a standard sheet of paper. Obligatory details of a report or report of a reporting nature are: the name of the organization, the name of the department (if it is a report or certificate of the work of the department), the name of the type of document, date, document number, place of compilation, title to the text, signature, stamp of approval (on reports) or resolution of the head (on a report of a reporting nature). The title of the report indicates: the name of the body or official, the results of whose activities are reported in the document (“Report on the work of the attestation commission ...”; “Report on the work of the department ...”); reporting period (for 2001, for the period from January to June 2000, for the 1st quarter of 2000).

Characteristics and calculation of the main financial indicators of the organization's work (cost, base taxes, financial results, profitability threshold, etc.).

Calculating the cost of goods or services is fairly straightforward. It is necessary to calculate the direct cost of raw materials and materials required for the production of one unit of goods, or the costs arising from the provision of a specific service. After that, you need to understand what percentage of the total volume of goods or services is any particular product and service and find out the total fixed costs of their production within a certain period of time, for example, a month. After that, the resulting volume of fixed costs should be divided by the number of goods or services provided during this period of time. It remains to add the amount received with the cost of materials and raw materials - and then you will receive the direct cost price.

The definition of the financial result is as follows:

Profit from sales is a kind of difference between gross profit and expenses, commercial and managerial. To obtain gross margins, we deduct the gross cost of sales from the sales proceeds. Therefore, the full formula for such a financial result as profit from sales looks like this:

Sales \u003d В - Срп - КР - УР

Psales - profit from sales, B - proceeds from sales of products, Срп - total cost of goods sold, КР - commercial expenses, SD - administrative expenses.

If we want to calculate such a financial result as profit before tax (Pdon), we need to add other incomes to the profit from sales (Psales) and subtract other expenses. After calculating profit before tax, the company pays all necessary expenses, thus receiving a net profit. In the enterprise, the net profit acts as a source of capital formation for the organization itself, as well as a source of payment of the founder's income.

The threshold of profitability is the volume of sales at which an enterprise can cover all its costs without making a profit. The term breakeven is often used. In turn, how the profit grows with the change in revenue is shown by the Operating leverage (operating leverage).

To calculate the profitability threshold, it is customary to divide costs into two components:

Variable costs - increase in proportion to the increase in production (sales of goods).

Fixed costs - do not depend on the amount of products produced (goods sold) and on whether the volume of transactions increases or decreases.

4. Modern office equipment and organization of office work

The system of organizational and administrative documents, their composition and purpose.

The system of organizational and administrative documents includes the following data: a link to the date and number of the document evidencing its execution, or, in the absence of such a document, brief information about the execution; the words "in business"; case number in which the document will be stored.

A note on the execution of the document and its direction in the case is signed and dated by the executor of the document or the head of the structural unit in which the document was executed.

Without the creation of organizational and administrative documentation, the activities of economic entities are not possible. Organizational and administrative documentation establishes the legal status of the organization, its structure, staff and number of employees, regulates the procedure for activities and management; coordinates management issues; fixes issues of a legal and property nature, etc.

Organizational and administrative documents:

1 group. Organizational and legal documents

Group 2. Administrative documents

Group 3. Reference material

The system of organizational and administrative documentation includes three groups of documents, each of which has a certain value. The most important in the composition of organizational and administrative documents is occupied by organizational, legal and administrative documents.

Constituent documents

Constituent documents are documents that serve as the basis for the activities of a legal entity. The composition of such documents depends on the organizational and legal form of the created legal entity.

In accordance with Article 52 of the Civil Code (as amended on 05/05/2014), legal entities, with the exception of business partnerships, act on the basis of charters, which are approved by their founders (participants). A business partnership acts on the basis of a constituent agreement, which is concluded by its founders (participants) and to which the rules on the charter of a legal entity apply.

The charter of a legal entity must contain information about the name of the legal entity, its location, the procedure for managing the activities of the legal entity, as well as other information provided for by law for legal entities of the corresponding organizational and legal form and type. The charters of non-profit organizations, the charters of unitary enterprises and, in cases stipulated by law, in the charters of other commercial organizations, must define the subject and objectives of the activities of legal entities. The subject and specific goals of a commercial organization may be provided for by the charter also in cases where this is not mandatory by law.

Reference and information materials.

Reference documents provide information that prompts certain decisions, i.e. initiate management decisions, allow you to choose one or another method of management impact. They do not contain instructions, do not oblige to carry out instructions.

A feature of these documents is that they go from the bottom up through the management system: from the employee to the head of the unit, from the head of the unit to the head of the organization, from the subordinate organization to the higher one.

Composition of reference documents: Memorandum, Proposal, Presentation, Application, Letter, Minutes, Act, Help

Rules for the execution of management documents.

In office work, there are uniform requirements and the rules for drawing up management documents, which are established by state regulatory acts: (GOST R 6.30-97 Unified documentation systems. System of organizational and administrative documentation. Requirements for paperwork "- M., 1999; State standard of the Russian Federation GOST R 51141-98" Office work and archiving. Terms and definitions. " State system documentation support of management. Basic provisions. General requirements for documents and documentation services ”- M., 1991);

Particularly important is the correct registration of such details as date, signature, seal, stamp of approval, which give the document legal force.

The rules for their compilation and design, as well as the location on the company's documents must comply with GOST R 6.30-97. This GOST establishes the maximum set of details for management documents -29. There will be much less of them in a specific document. Each type of document (act, order, letter) has a certain set of details. The location of the main details of the document is given in GOST R 6.30-97.

Form of the document and its types.

Blank document - a sheet of paper or an electronic template with details that identify the author of the official document.

The document blank is called:

a sheet of paper of a standard format, on which various technical means are applied details containing information constant for this type of document; 2
an electronic template that includes details containing information constant for a given type of document.

Each organization has the right to decide on the method of making the forms independently. The exception is the forms with the reproduction of the State Emblem of the Russian Federation, which, in accordance with the Decree of the Government of the Russian Federation of December 27, 1995 No. 1268 "On the regulation of the production, use, storage and destruction of seals and forms with the reproduction of the State Emblem of the Russian Federation" should be produced only by printing and stamp and engraving enterprises that have certificates of the availability of technical and technological capabilities for the manufacture of this type of product at the proper quality level.

Each form combines three features of the classification. For example, a letterhead for a CEO with an angular arrangement of details, an act form (for the organization as a whole) with an angular arrangement of details.

The composition and purpose of the details.

Requisites of documents:

1.Props “logo of the organization

The emblem of an enterprise is a conventional (symbolic) graphic image registered in the prescribed manner. A trademark, drawing, abbreviation, combined alphanumeric image, etc. can be used as the logo of the organization.

With an angular arrangement of details (see GOST R 6.30-97), the emblem is located in the upper left corner, and with a longitudinal (centered) one - in the middle of the upper part of the sheet.

2.Props "name of the organization"

A legal entity that is a commercial organization must have a corporate name (Article 54 of the Civil Code of the Russian Federation). The name of the organization is written in strict accordance with the name registered in the constituent documents:

articles of association or articles of association;
companies House certificate.

The name uses abbreviations such as 000 (limited liability company), OJSC (open joint stock company), etc. The requisite “name of the organization” is located under the variable “logo of the organization”.

Requisite "postal address, telephone number, fax number, bank account number"

The totality of the data listed in the requisite is the legal address of the enterprise. On letterheads, faxes, the legal address is affixed by typography or using a PC. This attribute is located in the upper left corner under the "organization name" attribute or on the bottom field of the document.

Document flow and its main stages.

Document flow - the movement of documents in the organization from the moment of their creation or receipt until the completion of execution or sending.

In the technological chain of document processing, the following stages can be distinguished:

reception and primary processing of incoming documents;
preliminary consideration and distribution of documents;
registration of documents;
information and reference work;
direction for execution;
execution control;
execution of documents;
sending documents to addressees;
formation of cases in accordance with the nomenclature;
storage and use of documents in current activities;
preparation and transfer of cases to the archive.
Organization of document flow.

Document flow in organizations consists of document flows circulating between the points of processing and creation of information (heads of the organization and structural divisions, specialists) and points of technical processing of documents: expedition, secretariat, office, copying and duplicating service, etc.

Documents entering the organization form a stream of incoming correspondence, which, after going through the necessary stages of processing, breaking up into "streams" in the form of specific orders, eventually gets to specific employees for review and execution.

In the departments, document flows are also formed from documents prepared by employees, which as a result merge into a single flow of sent correspondence.

Therefore, not only the quick delivery of documents to the end users (performers), but also a clear organization, fixation of the very fact of receiving and sending documents becomes essential for the entire organization of document flow.

It is advisable to establish a unified procedure according to which all documents, including those received by employees not by mail, would necessarily go through expeditionary processing, i.e. regardless of the addressee, the correspondence should be handed over to officials for entering into registration databases in order to record the very fact (and time) of receipt of documents.

Methods for improving the organization of document flow.

Among the methods aimed at improving the workflow, two groups stand out:

improvement of document management technology
reduction of the volume of document circulation.

The first group includes all procedures for passing documents in an institution: creating models of institutional document flow, drawing up route maps technological process, development of rational workflow schemes, preparation of operagrams and documentograms, document flow schemes, etc.

The reduction in the volume of document circulation is associated with the regulation of documentation, a decrease in the number of internal documents, rationalization of documentation, the creation of unified documentation systems (USD), the development of unified requirements for texts, as well as the use of paperless links. An indirect influence on the workflow is exerted by such components of the management documentation as the information retrieval system of the institution, the document execution control system. It is also necessary to establish the optimal deadlines for document circulation on typical issues solved in the activities of the institution, and the most rational routes for the movement of document tuples (for each type of decision).

In practice, this is expressed in the creation of various documentation systems that strictly establish the composition of the documentary forms used and the rules for using them. During unification, unnecessary links are removed from documentary chains, documents that do not meet the requirements of today and are created simply out of habit. The applied uniform forms are replaced by a single one. For example, after the unification of organizational and administrative documentation, the number of applied forms decreased by 4 times.

Electronic document management.

Electronic document (ED) is a document created with the help of computer processing tools, which can be signed with an electronic signature (ES) and saved on a machine medium as a file of the appropriate format.

Electronic document management (EDM) is a set of automated processes for working with documents submitted in electronic form, with the implementation of the concept of “paperless office work”.

Types of electronic document management:

- production document flow;

- management document flow;

- archiving (a set of procedures for archival workflow);

- HR document flow (HR records procedures);

- accounting document flow;

- warehouse document flow;

- secret and confidential office work;

- technical and technological document flow.

Advantages of electronic document management:

Saving time.
More adequate use of physical space and technology.
Increased transparency inner work enterprises.
Maintaining a personal history of each file and related documentation.
More flexibility regarding the physical location of employees.
Improving the security of information and documents
Reduced costs for printing, postage stamps, envelopes and shipping, etc.
Increased employee and manager satisfaction: Optimizing daily tasks allows employees to enjoy their workflow more.

Conclusion

In this report, an analysis of the structural unit for educational practice was carried out.

In the first chapter, the theoretical foundations of the planning of activities by the structural unit of the organization associated with the systems of organization, the presence staffing table, systems of remuneration and labor motivation, as well as with the psychological climate within the unit.

In the second section, the system of organization and control of the activities of the subordinates of the department of the structural unit was investigated, in which the distribution of duties between laboratory workers was prescribed, based on the performance of each employee of his specific functions, as well as there are job descriptions in which the duties and rights of workers are spelled out. As you can see from this, there is a clear division of labor, everyone is busy with their own business and this has a positive effect on the results of work.

In the third chapter, we studied the design of reporting and planning documentation. Reporting documentation consists of documents containing information on the results of the activities of an institution, organization, enterprise for a certain period of time (decade, month, quarter, half year, year). This documentation in the activities of the state and organization performs the function of feedback, allowing you to compare the results obtained with the indicators outlined by the plan or program.

In the Fourth chapter, the concepts of modern office equipment and organization of office work were revealed. Office work - a set of measures for organizing the workflow of an enterprise or organization. Paperwork is a term used in office practice to refer to a formal set of rules for working with documents.

List of sources used

I. Regulatory documents:
1. Federal Law of 24.11.1996 No. 132-FZ "On the Basics of Tourist Activity in the Russian Federation" (as amended on 03.05.2012).
2. Labor Code of the Russian Federation of December 30, 2001 N 197-FZ
II. Special literature:
3. Ablyazova N.O. "Management of social development of the organization" 2013. - 416 p.
4. Balashov A. P. "Theory of organization" 2013. - 208 p.
5. Gerasimov B. N. "Quality Management" 2012. - 208 p.
6. Zakharov N. L. "Management of social development of the organization" 2013. - 208 p.
7. Ivanov G. G. "Management trade organization"2013. - 368 p.
8. Mikhalkina E. V. "Human resource management of the organization: theory, processes, technologies" 2011. - 426 p.
9. Olyanich D. B. "Theory of organization" 2008. - 408 p.
10. Yakovlev G.A. Economics and statistics of tourism: Textbook. allowance / G.A. Yakovlev. - 2nd ed., Rev. and add. - M.: RDL, 2004 .-- 375 p.
III. Internet resources:
11. Help system "Consultant plus" Access mode: www.consultant.ru
12. Electronic library. Access mode: http://znanium.com
13. Tourist library "All about tourism". Access mode: http://tourlib.net

Practice report on the specialty "Tourism" updated: July 31, 2017 by the author: Scientific Articles.Ru

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