Job description of a hotel administrator. Profession of a hotel administrator What a hotel administrator needs to know

I CONFIRM:

[Job title]

_______________________________

[Name of company]

_______________________________

_______________________/[FULL NAME.]/

"_____" _______________ 20___

JOB DESCRIPTION

Hotel administrator

1. General Provisions

1.1. This job description defines and regulates the powers, functional and job responsibilities, rights and responsibilities of the hotel administrator [Name of the organization in the genitive case] (hereinafter referred to as the Company).

1.2. The hotel administrator belongs to the category of specialists, is appointed to the position and dismissed from the position in the manner established by the current labor legislation by order of the head of the Company.

1.3. The hotel administrator reports directly to [name of the immediate manager's position in the dative case] of the Company.

1.4. A person who has:

secondary vocational education, without requirements for work experience;
primary vocational education and work experience in the specialty in the hotel service system for at least 2 years.

1.5. The hotel administrator is responsible for:

effective performance of the work assigned to him;
compliance with the requirements of performance, labor and technological discipline;
the safety of documents (information) in his custody (that have become known to him) containing (constituting) the Company’s trade secret.

1.6. The hotel administrator must know:

resolutions, orders, orders, other governing and regulatory documents of higher and other bodies on hotel service issues;
rules for the provision of hotel services in the Russian Federation;
rules and methods for organizing the customer service process;
the procedure for maintaining residential and other hotel premises;
the basics of aesthetics, ethics, psychology and culture of serving visitors;
techniques and methods of providing pre-medical care;
fundamentals of economics, labor organization and management;
hotel management structure, rights and responsibilities of hotel employees;
labor legislation;
internal labor regulations;
rules and regulations of labor protection, safety, industrial sanitation and fire protection.

1.7. During the period of temporary absence of the hotel administrator, his duties are assigned to [deputy position title].

2. Job responsibilities

The hotel administrator is obliged to perform the following functions:

2.1. Provide efficient and courteous service to guests and create comfortable conditions for them.

2.2. Monitor the timely preparation of rooms for the reception of guests, maintaining cleanliness in the hotel, regular change of linen in the rooms, safety of property and equipment.

2.3. Inform guests about the provision of additional paid services, accept orders and monitor their provision.

2.4. Provide oral information regarding hotel services, the location of city attractions, entertainment, sports facilities and other cultural and recreational facilities.

2.5. Receive and prepare the necessary documents.

2.6. Monitor employees' compliance with the instructions of the hotel management.

2.7. Monitor compliance by hotel employees with labor and production discipline, rules and regulations of labor protection, safety precautions, industrial sanitation and hygiene requirements.

2.8. Take measures to resolve conflicts with guests.

2.9. Consider complaints related to unsatisfactory customer service and takes appropriate organizational and technical measures.

2.10. Inform the hotel management about shortcomings in customer service and take measures to eliminate them.

2.11. Ensure the profitable operation of the hotel business.

3. Rights

The hotel administrator has the right:

3.1. Get acquainted with the draft decisions of the hotel management related to its activities.

3.2. Submit proposals for improvement of work related to the responsibilities provided for in these instructions for consideration by management.

3.3. Bring to the attention of the immediate supervisor all comments identified during the performance of official duties regarding the activities of the hotel (its structural divisions) and make proposals for their elimination.

3.4. Enter into relationships with departments of third-party institutions and organizations to resolve operational issues of production activities that are within the competence of the hotel administrator.

3.5. Request and receive the necessary materials and documents related to the activities of the hotel administrator.

4. Responsibility

The hotel administrator bears administrative, disciplinary and material (and in some cases provided for by the legislation of the Russian Federation, criminal) responsibility for:

4.1. Failure to carry out or improperly carry out official instructions from the immediate supervisor.

4.2. Failure to perform or improper performance of one's job functions and assigned tasks.

4.3. Illegal use of granted official powers, as well as their use for personal purposes.

4.4. Inaccurate information about the status of the work assigned to him.

4.5. Failure to take measures to suppress identified violations of safety regulations, fire safety and other rules that pose a threat to the activities of the enterprise and its employees.

4.6. Failure to ensure compliance with labor discipline.

5. Working conditions

5.1. The working hours of the hotel administrator are determined in accordance with the internal labor regulations established by the Company.

6. Signature right

6.1. To ensure his activities, the hotel administrator is given the right to sign organizational and administrative documents on issues within his competence by this job description.

I have read the instructions ___________/___________/ “__” _______ 20__

The hotel administrator is the first employee with whom guests communicate. Therefore, it creates the mood with which the guest checks into the hotel. And in the future, his role in serving the guest is very large. Therefore, a number of requirements are presented to the administrator; only by meeting them will he be able to properly perform such a position.

What does a hotel and hostel administrator do?

The administrator of a hotel or hostel is often the person with whom the arrival meets first. Therefore, its essential function is Creating a positive attitude and positive image of the hotel in the guest. He must also give in a friendly tone all the necessary explanations to the client both at the meeting and in the future when contacting him.

The administrator produces room reservation. He deals with payments to guests and prepares related documents for reporting. In addition, the administrator is responsible for issuing keys at the hotel. He deals with the accommodation of clients and explains to them the rules of residence in force in the establishment. The same employee is in charge of transferring correspondence received by guests to guests, which should reach them as soon as possible.

Along with performing the listed functions in relation to residents, the administrator also interacts with the staff. He needs to ensure the consistency of their work, he gives the hotel workers instructions within his competence.

In particular, he can assign a task to a hotel employee to renew the supply of mineral water or replace a burnt out light bulb.

The administrator carries out monitoring the level of guest service other personnel.

An administrator can also be referred to as a receptionist; these are synonymous designations for the profession.

General provisions of the instructions

The general provisions of the job description drawn up for a hotel administrator include the following:

In addition, the general provisions also include the requirements for the employee’s position and the knowledge required of him.

Responsibilities and tasks

The responsibilities of a hotel administrator cover the following list:

performing work the purpose of which is to provide cultural service to guests in accordance with accepted standards and ensure comfort during their stay in the establishment;
supervising the preparation of hotel premises for the arrival of guests at a specified time, maintaining cleanliness in the establishment, constantly updating linen sets, and maintaining the safety of equipment and accessories;
providing guests with information regarding the services offered by the establishment, as well as key local attractions and leisure facilities;
informing guests about existing paid services, placing an order for such services upon request and monitoring the quality of their provision to residents;
receiving papers from guests and preparing documents necessary for their stay at the hotel;
supervision over the implementation by employees of the orders of the establishment’s administration;
supervision of compliance by hotel employees with labor discipline requirements, safety standards, security rules, sanitary and hygienic standards;
resolving conflict situations that occur during interaction with guests;
studying claims related to violation of customer service standards and making decisions based on the results of their consideration;
bringing information about shortcomings in work to hotel managers, working independently to eliminate them.

Naturally, responsibilities may vary from one hotel to another, depending on the management and the availability of other positions on staff, for example, the administrator can combine work as a security guard, a porter and, in some small hotels, even the position of a maid.

Requirements for a specialist. What should he know?

The instructions of various hotels and hostels may provide different volume of requirements for the administrator. In particular, the document may provide that the following are appointed to this position:

The main skills that an administrator must have are:

Intermediate knowledge of English, knowledge of a second language is also desirable, in the eastern regions of the Russian Federation it is necessary to speak Chinese;
computer skills;
document management skills;
correct speech, both written and oral.

Among the knowledge that an applicant for the position of a hotel or hostel administrator must have:

regulatory and local acts that regulate the hotel service industry, including orders, permits and resolutions;
rules for the provision of services by hotels in the Russian Federation;
rules relating to guest service procedures;
methods of servicing persons checking into hotels;
standard of maintenance of hotel premises, including residential and others;
ethics and psychology of guest service;
aesthetic standards related to service to residents;
basic knowledge of economics and management science;
basics of labor organization;
labor legislation;
rights and obligations of establishment employees;
establishment management system (hotel or hostel);
internal regulations according to the rules;
safety precautions;
fire protection;
rules in the field of labor protection.

The requirements for the presence of certain personal qualities of an administrator are specified separately. It is highly desirable that he be collected, attentive, punctual, correct, delicate, friendly, and good at making contact. A mandatory requirement is a presentable appearance.

Rights

According to the job description, the hotel administrator has the following rights:

Responsibility

The administrator of a hotel or hostel is liable in the following cases:

When performing their duties improperly, as well as in the event of their failure to perform, if these duties are included directly in the job description, as well as in other local acts. In this case, he will face disciplinary liability.
If the administrator has committed an offense, in this case he is prosecuted in accordance with the Code of Administrative Offences, and in more serious cases - in accordance with the Criminal Code.
As a result of material damage to the hotel itself, its guests or other persons. In this case, liability is provided within the limits established by civil and labor legislation.

The hotel administrator is responsible for ensuring that the client receives service at the highest level; accordingly, he himself must know how to communicate correctly with guests, as well as teach this to his colleagues and subordinates. The video contains some useful tips about this:

Each profession is interesting and at the same time difficult in its own way. The position of a hotel administrator is considered prestigious and promising - this is the first person a hotel visitor meets, so the administrator has the responsible task of creating a positive first impression of the hotel.

What are the rights, responsibilities and requirements of this position? And what is a job description?

A job description is a document that defines the rights, duties, functions and responsibilities that an employee of an organization bears when working in a certain position, in this case a hotel administrator.

The “General Provisions” section consists of the following information:

What category does the employee belong to?
Who dismisses and appoints to the position;
Which person is appointed to this position;
What documents to follow;
What rules and what information do you need to know?

In chapter "Job Responsibilities" the responsibilities for managing the hotel and staff are outlined, and what actions the employee must necessarily perform.

IN "Rights" the administrator's rights are indicated, what he has the right to do regarding his activities.

"Relations by position" designate those to whom the administrator reports and with whom he interacts on competent issues.

IN “Job Evaluation and Responsibility” the evaluation of the administrator’s work based on his work results is fixed, as well as the responsibility that the employee bears in his position.

At the top of the document is the name of the organization, place of preparation, who approved it, signature and date.

At the end of the instructions there is the name of the manager's position, signature and date, as well as the signature and date of the person who was familiar with the instructions, that is, the hotel administrator.

Soon the inventory will be taken and a report will have to be drawn up on it, but how? You will find the answer to this question

This specialty, on the one hand, is complex and responsible, but on the other hand, exciting and interesting. You have the opportunity to develop, communicate with people from different countries and in different languages.

But the most important thing is to gain invaluable experience in administration. And in order to become a real specialist and professional in your field, it is necessary, in addition to familiarizing yourself with the instructions, to carry them out conscientiously and responsibly.

If you want to know more about the position of a hotel administrator, then watch this video:

Download job description
hotel administrator(.doc, 88KB)

I. General provisions

The hotel administrator belongs to the category of specialists.
A person who has a secondary vocational education without requirements for work experience or primary vocational education and professional work experience in the hotel service system of at least 2 years is appointed to the position of hotel administrator.
The hotel administrator is appointed to the position by order of the hotel director.
The hotel administrator must know:
- 4.1. Resolutions, instructions, orders, other governing and regulatory documents of higher and other bodies on hotel service issues.
- 4.2. Rules for the provision of hotel services in the Russian Federation.
- 4.3. Rules and methods for organizing the customer service process.
- 4.4. The procedure for maintaining residential and other hotel premises.
- 4.5. Fundamentals of aesthetics, ethics, psychology and customer service.
- 4.6. Fundamentals of economics, labor organization and management.
- 4.7. The structure of hotel management, the rights and responsibilities of hotel employees.
- 4.8. Labor legislation.
- 4.9. Inner order rules.
- 4.10. Rules and regulations of occupational health, safety, industrial sanitation and fire protection.
During the absence of the hotel administrator (vacation, illness, etc.), his duties are performed by a person appointed by order of the hotel director. This person acquires the corresponding rights and is responsible for the proper performance of the duties assigned to him.

II. Job responsibilities

Hotel administrator:

Provides effective and courteous customer service and creates comfortable conditions for them.
Monitors the timely preparation of rooms for the reception of those arriving at the hotel, maintaining cleanliness in the hotel, regular change of linen in the rooms, safety of property and equipment.
Informs hotel residents about additional paid services provided, accepts orders for their implementation and monitors their implementation.
Provides oral information regarding the hotel, the location of city attractions, entertainment and sports facilities, etc.
Receives and prepares necessary documents.
Monitors employees' compliance with the instructions of the organization's management.
Monitors compliance by employees of the organization with labor and production discipline, rules and regulations of labor protection, safety precautions, industrial sanitation and hygiene requirements.
Takes measures to resolve conflicts that arise when serving residents.
Considers complaints related to unsatisfactory customer service and takes appropriate organizational and technical measures.
Informs the organization's management about existing shortcomings in customer service and takes measures to eliminate them.

III. Rights

The hotel administrator has the right:

Get acquainted with the draft decisions of the hotel management concerning its activities.
Submit proposals for improvement of work related to the responsibilities provided for in these instructions for consideration by management.
Within your competence, inform your immediate supervisor about all shortcomings in the activities of the hotel (its structural divisions) identified during the performance of official duties and make proposals for their elimination.
Request personally or on behalf of his immediate supervisor from specialists and performers information and documents necessary to perform his job duties.
Involve specialists from all (individual) structural divisions in solving the tasks assigned to him (if this is provided for by the regulations on structural divisions, if not, then with the permission of the hotel director).
Demand that the hotel management provide assistance in the performance of their official duties and rights.

IV. Responsibility

The hotel administrator is responsible for:

For improper performance or failure to fulfill one’s job duties as provided for in this job description - within the limits determined by the current labor legislation of the Russian Federation.
For offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal and civil legislation of the Russian Federation.
For causing material damage - within the limits determined by the current labor and civil legislation of the Russian Federation.

1. General Provisions

1.1. The senior hotel administrator belongs to the category of specialists.

1.2. Qualification requirements:
Secondary vocational education and work experience in the specialty for at least 2 years.

1.3. A senior hotel administrator should know:
- resolutions, orders, orders, other governing and regulatory documents of higher authorities relating to the service sector;
- management structure, rights and responsibilities of hotel employees and their work schedule;
- rules and methods for organizing services for hotel visitors;
- types of services provided by the hotel;
- layout of hotel rooms and utility rooms;
- rules for maintaining residential and other hotel premises;
- basics of economics, labor organization and management;
- basics of marketing and advertising organization;
- fundamentals of aesthetics and social psychology;
- legislation on registration of citizens at the place of temporary stay;
- labor legislation;
- internal labor regulations;
- labor protection rules and regulations.
- basics of administration;
- ethics of business communication.

1.4. Appointment to the position of senior hotel administrator and dismissal from the position are made by order of the general director based on the proposal of the hotel manager.

1.5. The Senior Hotel Administrator reports directly to the Hotel Manager.

1.6. During the absence of the senior hotel administrator (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the corresponding rights and bears responsibility for the improper performance of the duties assigned to him.

2. Job responsibilities

Senior hotel administrator:

2.1. Provides timely and high-quality cultural services to visitors in accordance with current service standards.

2.2. Carries out accounting, distribution and proper use of residential rooms and free places, as well as monitoring compliance with the passport regime.

2.3. Receives and prepares the necessary documents for registration of residents at the place of temporary stay.

2.4. Coordinates the work of administrators and other hotel workers.

2.5. Ensures that customer service standards are met.

2.6. Ensures that subordinate employees follow the instructions of the hotel management.

2.7. Monitors the safety of material assets.

2.8. Consults visitors on issues related to the services provided.

2.9. Takes measures to prevent and eliminate conflict situations.

2.10. Considers complaints related to unsatisfactory service to visitors and carries out the necessary organizational and technical measures.

2.11. Monitors the appropriate condition of the hotel premises and residential rooms during the shift.

2.12. Monitors compliance by subordinate employees with labor and production discipline, labor protection rules and regulations, industrial sanitation and hygiene requirements.

2.13. Informs the hotel manager about existing shortcomings in customer service and measures taken to eliminate them.

3. Rights

The senior hotel administrator has the right:

3.1. Request and receive from structural units information, reference and other materials necessary to perform the duties provided for in this Job Description.

3.2. Get acquainted with the documents defining his rights and responsibilities for his position, criteria for assessing the quality of performance of official duties.

3.3. Submit proposals for improvement of work related to the responsibilities provided for in these Instructions for consideration by the immediate supervisor.

3.4. Require the management of the enterprise to provide organizational and technical conditions and prepare the established documents necessary for the performance of official duties.

4. Responsibility

The senior hotel administrator is responsible for:

4.1. For improper performance or failure to fulfill one’s official duties as provided for in this Job Description, within the limits established by the current labor legislation of the Russian Federation.

4.2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.

4.3. For causing material damage to the enterprise - within the limits established by the current labor and civil legislation of the Russian Federation.

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