Services of hotel " Samir"

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Размещено на http://www.allbest.ru/

Introduction

1. Objectives and problems of practice

The prime objective of training consists in fastening and a deepening of theoretical knowledge on special, economic, psychological, administrative disciplines, purchase by students of practical skills of independent work on management, studying of experience of the organization and operation of business.

Considering the requirements shown to the modern head, assuming adaptable mobility, the creative approach, the problem consists not only in studying experience of the organization in which there passes training, but also in development of recommendations and the offers on increase of efficiency of its activity.

2. The name of the enterprise, brief history of creation

Hotel " Samir " has opened in the spring of 2011. The hotel will consist of 15 numbers. Near to hotel, there is enough of modern cafes and restaurants for all tastes where it is possible to try kitchen of the various countries, as well as a possibility to visit night clubs, a casino and shops.

In hotel " Samir " there is a restaurant where visitors have free-of-charge breakfast, as well as for them 10 % the discount if they will want to have dinner or supper are provided. All numbers in hotel double, are equipped by two beds, to two прикроватными bedside-tables, a case, a table, a mirror, a mini-bar, the conditioner, phone, WC with bathrooms or a shower. Visitors of hotel also can take advantage of services of a laundry, order for rent the car with the driver or the translator, tickets for a train or the plane. The cosy house atmosphere, the benevolent personnel and unostentatious service will leave the most favorable impressions at visitors of Almaty.

The description of numbers of hotel " Samir "

Services of hotel " Samir"

11 standard double rooms in which there are 2 separate beds. All numbers of hotel with душевой a cabin or a bath, a toilet, the TV, the satellite aerial, phone, the conditioner, the wireless Internet and a mini-bar;

4 improved double two-beds rooms. As well as numbers of hotel are equipped by a cabin or a bath in which dressing gownes with slippers are available, an additional set of cosmetics; a toilet, the TV, the satellite aerial, phone, the wireless Internet, a mini-bar, the conditioner;

3. Type of the enterprise, a direction of activity

The small hotel, is directed on granting of services of residing and a feed.

4. Organizational-legal status the enterprises.

Open Company " Samir"

Hotel " Samir "

The address: Rozybakieva 276

Ph. of hotel: 7 707 2483887

Business hours: round the clock

Time of arrival: 14.00

Time of leave:12.00

5. The list of provided services

The hotel, first of all offers the visitors residing and a feed. Also for more comfortable residing at numbers there are TVs, the satellite aerial, phone, the wireless Internet.

The hotel offers accommodation in numbers equipped by desks, mirrors, bathrooms from a bathroom or a shower cabin. To services of visitors a laundry, item of a car hire, the order аir-and railway tickets.

In hotel there is a restaurant where visitors have free-of-charge breakfast. All numbers double, are equipped by two beds, a case, a table, a chair, a mirror, WC with bathrooms or a shower.

Granting without additional payment following types of services:

1. A call of first aid

2. Using medical the first-aid kit

3. Delivery in number of the correspondence after its reception

4. wake you up by certain time

5. Granting of boiled water, needles, one complete set of the dishes and tablewares.

6. A category of served consumers

In a basis of purchase of hotel service lay satisfaction of demands of the visitor in residing both additional services and reception of pleasure from these services.

If the hotel can do only first of conditions, that, probably, the lodger will appear on once. Clients of hotel can be divided into following groups: the travel agencies specializing on entrance tourism; private lodgers (basically travellers); foreign pairs from 30, as well as a newly-married couple for which on the occasion of a holiday the special package including decorated number is offered, fruit with a champagne and departure at 15.00.

Among all types of travellers business travellers, possibly, are the most formed and demanding, they have the certain preferences (priorities) in a choice of hotels. Determinatives in a choice of hotel " Samir " are:

1. Accessibility

2. Cleanliness and comfort of numbers.

3. The price for number

4. Recommendations of friends and counterparts

5. Previous experience concerning hotel.

6. Additional services.

7. Programs for constant clients.

In hotel there is a system of discounts for regular customers:

- 15 day of residing - 5 %

- 35 day of residing - 10 %

- 70 day of residing - 15 %

8. A house atmosphere.

9. Buildings of inhabited type.

10. The price

11. Reduction of the stress connected with crossing.



1. A control system of the enterprise

1.1 Organizational structure of the enterprise and its characteristic

The organizational structure of hotel is defined by its purpose, a site, a specific character of visitors, capacity. The structure is reflection of powers and duties of each worker. By development of organizational structure and the list of staff main principle is round-the-clock granting services and maintenance of trouble-free work of a building.

The organizational structure defines interrelations in hotel, the order of the responsibility and subordination. A first step on development of organizational structure is definition of areas of the responsibility. It is done on the basis of buisiness-processes and technological processes of hotel.

Open Company " Samir" include only 1 hotel in which work the bookkeeper who submits directly to executive director. From the attendants 3 managers, 2 parlourmaiden, 2 security guards and 1 carpenter who submit directly at work in shifts

1.2 The basic directions of activity and functional purpose of services and departments

Service of reception and accommodation

The first impression of the visitor depends on service of reception and accommodation, the senior manager in process of dialogue with visitors, should discuss such questions:

The-prices for number;

-timeframes of accommodation;

The-order of payment.

The problem of the head of the given service to supervise all process of reception and accommodation of the visitor.

Structure of service: the managing director, the senior manager, the parlourmaid

Financial service

Solves the questions financial maintenance of visitors, receives reports from cashiers from each shop, including service of a feed, souvenir boothes and a fitness center, and structure of additional service.

The financial service conducts the uniform financial account of the enterprise (incomes of shops, the account of expenses and incomes, conducting operations under the account of paid working hours, etc.).

Structure of service: the senior bookkeeper.

Security

Performs the function of maintaining order and security in the hotel

The composition of services: Security Supervisor, security guards.

Engineering and Technical Service

Creates the conditions for the operation of air conditioning, heating, plumbing equipment, electrical devices, services, repairs and construction, television and communication systems.

Service Composition: a carpenter.

1.3. Distribution

1.3 Distribution responsibilities between managers and staff services and departments, job descriptions

Units of responsibility in a small hotel.

Marketing	Finance	Technical Support
attraction of clients Legal and regulatory support a fashion to ensure	financial Management accounting Working with banks	water supply sewerage electric power supply maintenance
advertising market analysis Ensuring the competitiveness of pricing Policy	Cash flow management	Necessary equipment
Security	Investment and development	Commercial software
The relationship with government agencies Security (and its non-departmental)	Renovation and construction of new floors Overhaul of the first floor	Provision of food Equipment houseware Utility Payments Consideration of the products
Current activities of the hotel	Booking
daily cleaning Monitoring the health of the hotel equipment Catering clients Providing the necessary living conditions Providing additional customer services (transportation, tickets, ironing, etc.) Registration Receiving payment for accommodation and additional. services	receipt of applications Reservations (from application to confirmation) visa support Record-keeping armor and arrival

Duties of the administrative structure quite easily spelled out in job descriptions, in contrast to the functions of administrators and maids, for which job descriptions are defined only common rules, and all their actions while working in the prescribed processes.

Personnel Services shall:

- To be clothed in form;

- Wear a tasteful personalized badges;

- Be friendly, courteous, helpful guests;

- Be knowledgeable about the hotel and its surroundings;

- To understand the guest at a glance;

- Welcome to the guest (for example, at a meeting in the corridors ).

On arrival of the guest:

- Welcome guest;

- To contact the guest by name (must know the name at the reception, or on a label on the luggage guest);

- To explain the location of restaurants, recreational facilities, etc.;

- To place luggage bags should be placed in the luggage rack, not on the bed or floor;

- Explain the effect of lighting, television and air conditioning ¬ tsionera;

- Indicate the emergency exits;

- Offer to open or close the curtains;

- Explain any unusual features in the room;

- Check the stocks in the bathroom;

- To offer additional services.

In control:

- To arrive soon (waiting should not exceed 10 mi ¬ chickpeas);

- Check in the room and bathroom in the presence of forgotten things;

- Offer to call a taxi.

1.4 Methods of Personnel Management

Methods of control - it means the impacts of management personnel to achieve management of the organization.

The ability to exert a decisive influence on the activity behavior of people by any means, in essence, is the concept of "power." Become a source of power of knowledge, organizational skills and experience. Lead - means to be able to use the power for the organization. Manager has to deal with people who have various mental properties, varying readiness for a particular activity. Managing the hotel «Samir» is the leader of mid-level managers. Manages the first level and is responsible for management decisions to the masses. He also performs the basic functions of the manager: planning, organization, motivation, evaluation and control. It has a practical subject matter of the ownership (ie, knows the process of working in a hotel), management skills (people skills, knowledge of psychology, organizational processes, skills assessment and impact on people, the ability to stimulate and direct).

With the help of the social and psychological impact on methods of managing staff.

These methods are aimed both at a group of employees, and on individuals.

The modern concept of governance highlights as priorities: conservation, cooperation, quality, partnership and integration. In the center of strategic human resource management is the concept of man as the highest value to the organization. Such a complex organism, which is the staff of the modern organization can not be considered in terms of content only by its formal structure and its decomposition into separate parts. Along with the structural approach, reflecting the statics of staff, the prevailing value has a behavioral approach, which considers a specific person, the system of relations between people, their competence, ability, motivation to work and achieve their goals.

1.5 System performance monitoring of staff

The success of any organization depends on teamwork: top managers and mid-level professionals. Care of one of the workflow participants inevitably leads to the loss rate and, consequently, a loss. That is why it is so important, creating an efficient team, be able to save it.

In the hotel there are several ways to control:

1. visual inspection (walk around the hotel, viewing CCTV footage)

2. mediated control of (the study of opinions of guests by talking, reading, book reviews)

3. method of "mysterious visitor"

4. certification.

The main purpose of certification, in contrast to other methods, is to assess the effectiveness of employees and their compliance with their job, as well as the identification of prospective employees for training and promotion.

Accordingly, the assessment carried out two assessments:

1. assessment of labor

2. evaluation of personnel

Evaluation of labor should be evaluated only on the actual results of work of any job, regardless of whether the manager likes a particular employee.

Evaluation of labor in the hotel «Samir» gives an opportunity to assess:

1.number

2.quality

3.intensvnost labor

Staff evaluation aims to examine the degree of preparedness of the employee to perform exactly the kind of activity which he is engaged, and to identify the level of its potential to growth prospects (rotation), and human resources development activities required to achieve the objectives of personnel policy.

1.6 Systems motivation, incentives, employee evaluation system and to improve their skills

Motivation - the process of informed choice the personality of a particular type of behavior. Of course, a person may be unconscious motives, but the line of work behavior, he chooses a more or less consciously.

Stimulation - a definite impact on individuals, the creation of the external situation, prompting him to act in certain specified ways.

Incentives - is the impact of external factors, as opposed to motivation, understood as a significant internal and external factors for a specific individual.

Labor Code of the Republic of Kazakhstan defines wages as remuneration for work, depending on the qualifications of the employee, complexity, quantity, quality and conditions of the work performed, as well as payment of compensation and incentive-based. The Code establishes a list of major government guarantees to pay.

The value of the minimum wage. The minimum wage (minimum wage) - is guaranteed by law the size of the monthly wage for unskilled labor of the worker, spent all the time rate for simple work in normal conditions. In the minimum wage does not include bonuses, allowances, bonuses and other incentive payments, as well as payments for work under conditions deviating from normal, to work in special climatic conditions and in areas affected by radioactive contamination, and other compensation and social benefits.

Tariff rate (salary) - is a fixed wage of the employee for the implementation of labor standards (job duties), some of (courses) per unit time.

Measures to ensure the improvement of the real content of wages (wage index due to the increase in consumer prices for goods and services).

Limit the list of grounds and the size of deductions from wages on the orders of the employer, as well as the size of income tax from wages.

Deductions from employee's wages to repay his debt to the employer may be made:

- to recover unfinished advance issued to the employee on account of wages;

- to repay unspent and timely unpaid advances made in connection with official business or transfer to another job in another district, as well as in other cases;

- to return the amounts unduly paid to the employee due to counting errors, as well as the amounts unduly paid to the employee, in the case of recognition of authority to review individual labor disputes employee guilty of failing to labor standards or idle;

- the dismissal of the employee before the end of the working year on account of which he has already received paid annual leave for unearned vacation days.

The total amount of all deductions for each payroll can not exceed 20%, and in cases stipulated by federal law - 50% of the wages due the employee. If you hold wages in several executive documents for the employee, in any case must be retained 50% of wages. This does not apply to deductions from wages for serving hard labor, the recovery of maintenance for minor children, compensation for damages caused by the employer of the employee's health, and compensation for damage caused by crime. The size of deductions from wages in these cases may not exceed 70%.

Limitation of payment in kind. Payment of wages shall be carried out in rubles, but in line with the organization in a collective agreement or employment contract upon written request of an employee is permitted to pay labor in other forms not contradicting the legislation of the Russian Federation and international treaties. The share of wages paid in kind, may not exceed 20% of the total amount of wages. Not allowed payment of wages in the form of alcohol, drugs, toxic, poisonous and harmful substances, weapons, ammunition and other items in respect of which the prohibitions and restrictions on their free circulation.

Ensuring that the employee wages in the event of termination of the insolvency of the employer and in accordance with the law.

State supervision and control of the full and timely payment of wages and the implementation of government guarantees on earnings. State supervision and monitoring of compliance with labor laws and other normative legal acts containing norms of labor law in all institutions in the Kazakh authorities carry out inspection work.

The responsibility of employers for violation of the requirements established by the Code, the collective agreement and agreements.

In case of delayed payment of wages for a period exceeding 15 days, the employee is entitled by notifying the employer in writing, to suspend work on the entire period of detention prior to the payment amounts. The suspension is not allowed to work:

during periods of martial law, emergency or special measures in accordance with the laws of the state of emergency;

- in the organs and organizations of the Armed Forces and other military, paramilitary and other units and organizations in charge of national defense and state security, rescue, search and rescue, fire works, works for the prevention and elimination of disasters and emergencies, law enforcement agencies;

- civil servants;

- organizations directly servicing highly hazardous kinds of production equipment;

- organizations associated with the provision of public life (energy, heating, heating, water, gas, communications, ambulance and first aid).

Establishing wage (Article 135 TC RK)

Wage system, the size of tariff rates, salary, various kinds of payments are set:

for employees of organizations financed from the budget-related laws and other regulations;

for employees of organizations with mixed funding (government funding and revenues from business activities) - laws, other regulations, collective agreements, contracts, local regulations of the organizations;

for employees of other organizations, collective agreements, contracts, local organizations, regulations, contracts of employment.

The tariff system of payment includes: tariff rates (salaries), rate schedule, tariff rates. Billing is the assignment of work and wage categories of employees is given a single tariff and schedule of works and occupations of the workers, the single qualification handbook for managers, professionals and employees. The tariff system of remuneration of public sector employees is set based on a single tariff system, which is a guarantee to pay public sector employees. The tariff system of remuneration of employees of other organizations may be determined by collective agreements, agreements, taking into account the common wage-rate and government guarantees on earnings.

hotel organizational structure manager

1.7 Styles and methods of leadership

There are a variety of personality typology in general and managers in particular, that allow you to highlight the main features of the personality and qualities of character that define the behavior. However, any typology, designed to facilitate human perception and to make more adequate prognosis for his actions, negate the wealth, diversity of each individual. Therefore, typologies have approached as a general guideline, rather than treat them as absolute truth.
Leadership style is expressed in the frequent repetition of certain techniques used to effectively solve problems. Leadership style is determined by the nature of the interaction between managers and subordinates; method of decision-making, conflict management, setting goals and the means to achieve them.
With the passage of the practice in the hotel «Samir», having communicated with the management and administrators at the Reception desk, we can conclude that the senior administrator uses the democratic (collective) leadership style, as it is in a democratic style of leadership communication skills are present leader, the ability to work productively, ability to motivate and captivate those around common goals and objectives. Hotel Administrator considers other people, not as a means, as a goal, as the most important content of organizational interaction.



2. Operating system companies

2.1 Technology and organization of customer service, accounting employment numbers

To account for employment in the hotel room is with ACS (automated control system) Edelweiss. Holds the senior administrator. The program very clearly shows all the data necessary for technology and customer service organization and a clear control of loading and unloading of the hotel.

The absence in the market today, but inexpensive hotel systems for a long time forced many hotels to follow the path to develop their own customized automated. However, experience has shown that to develop and maintain a normal, even custom-made system against the backdrop of increased prices is economically disadvantageous.

Hotel Edelweiss is a system of standard product, easily adaptable for a specific hotel (number of rooms, services, rates, staffing structure, etc.), which requires minimal maintenance, intuitive to learn and easy to use.

Edelweiss is a system of automation of all stages of work with a guest (reservation service, accommodation, sales and planning departments, telephone service, service bureau, bookkeeping residence).

Edelweiss is the basis of the information infrastructure of the hotel, where the flock, and where are the data for the related services (accounting business, restaurant, warehouse, engineering service, security service, etc.).

Edelweiss is a means to respond quickly to the wishes of the guest (the formation of automatic acknowledgments for the guest, different forms of payment, fixing special guest requests, write reports, etc.).

Edelweiss is a possibility of increasing the load by means of optimization with applications (control of load, the waiting list, work with large groups, the compatibility with the systems remote booking).

Edelweiss is a tool of personnel policy, which allows a clear distinction between the rights of staff in the system and monitor the actions of individual employees.

2.2 The mechanism of interaction with suppliers and partners

As the hotel, "Samir" is small, the duties of a senior administrator is duty to order the right products and the products to provide the necessary conditions of all employees and guests staying at the hotel. At the same time has maintained an optimum size of reserves in the hotel, since storage costs money, besides many of the purchased goods at excessively long storage may deteriorate.

Purchased goods for the needs of the hotel are divided into the following groups:

1) Produce (fresh, frozen, canned, dried);

2) drinks;

3) The equipment and furniture (to the extent of deterioration and failure), utensils, linens;

4) Supplies (mainly used for cleaning the rooms and public spaces).

When choosing a vendor manager must consider the following factors:

* the reputation of the supplier;

* price and quality;

batch size (small hotels, even the minimum lot size may be excessive);

* payment terms (preferably without payment, or even better - on credit);

* maintenance of purchased goods (equipment);

* the cost of delivery, the distance to the supplier.

Hotel buys in bulk wine, spirits, beer, tobacco and meat.

Purchases are made as follows.

1. All services apply for the hotel manager, a form which may be different, but they are quite detailed: specifies the size, weight, country of delivery, quantity, and, most importantly, the date of delivery.

2. Manager considers the proposals of suppliers (price, possible discounts, payment methods, etc.), and then places an order.

3. When you receive the goods from the invoice to verify, record, process, returning the goods worthless.

4. When you have received from the supplier invoices to examine, record and transmit to pay in the financial service (accountant).

2.3 The dependence of the operational process of the seasonal fluctuations

In setting tariffs should take into account the seasonal factor - the presence of "low", "medium" and "high" season.

There are three main periods:

Low season: From October 1 - March 31. Hotels in economy class: from 15-25 Euro for a single room with no amenities, from 25-35 Euro for a single room with private facilities. Most of the cheap hotels are not connected to the Internet, so the book this way is possible. Business-class hotels (4 and 3 stars): from 40-50 Euro for a single room (for hotels with 3 stars). Luxury hotels (5 stars): from $ 300 for single rooms. Half-season or off season from 1 April to 30 April and 1 September to 31 September (an increase in the cost of living compared to the off-season by 10-15% approximately)

Season: From May 1 to August 31 (an increase in the cost of living compared to the off-season by 30% approximately. With a peak from May 1 to June 30).

Prices set for hotel accommodation, "Samir," presented in table 1 below:

Table 1

The cost of accommodation, "Samir"

Type of placement / period	01/10/11-31/03/12	01/04/12-30/09/12
	1 person. / 2 persons.	1 person. / 2 persons.
Standard Room	5800/8500	6500/10300
Superior Room	6200/10900	7900/11700

3.Materialno technical base and interior decoration company

First impression guest gets in front of the hotel. Vases with flowers and original solution and the entrance to the main entrance, a sign, the facade form a positive or negative first impression. Impressions from the entrance of the hotel guests, "Samir" is always good, because the hotel has a conspicuous sign and entrance to the suburban avenue. A key area is the reception, or reception Reception. This is the administrator's workstation, which should be convenient, comfortable, and be equipped with all necessary equipment.

In addition, "Samir" in the area of ??counter Reception hosted a large number of technical tools, including:

* Computer;

* Printer;

* The copier;

* The scanner;

* A telephone station;

* The fax machine;

* Push-button alarm information;

* Monitor surveillance system;

* Control the cash register or fiscal registrar;

* The terminal for receiving credit cards;

* Intercom;

* Wall clock;

* Power circuit breakers, switches, lighting fixtures for servicing the lobby, a centralized system of ventilation and air conditioning, etc.;

* Required documentation (folder with questionnaires guests, cash journal, Journal of registration of foreign citizens, guest book, log inspection, and regulatory bodies, etc.;

* The power of safety deposit boxes;

* Advertising printing (brochures, corporate cards, etc.);

* Paper, pens, etc.;

* Frames with certificates, diplomas, etc.;

The hotel interior Samir sustained in the Italian style.

Principles of organization of the fire regime

1. Do not use and storage of explosive, explosive and flammable substances and materials.

2. Do not to use electric heating appliances (including boilers, electric kettles, electric irons, electric), not having a thermal protection device, no stands of non-combustible insulation materials, excluding fire hazard.

Three. It is dangerous to cover the included table lamps, floor lamps, heaters, objects made of flammable materials.

4. Leaving the room do not forget to turn off the TV, the light bulb.

5.Kurenie dangerous not only for life but can cause a fire.

6. Try to become familiar with the evacuation plan is located on the corridor floor and in the room, note the emergency exits and staircases.

7. It is strictly forbidden razukomplektovyvat extinguishers

Fire prevention, a complex of measures aimed at ensuring the safety of life, the preservation of buildings, creation of conditions for successful suppression.

For the hotel is very important to keep in order of evacuation routes, fire protection.

Each room should be an individual floor plan of evacuation.

Explanation of symbols is given in both Russian, Kazakh and foreign languages.

Safety requirements for hotel staff

The main provisions of regulations on labor protection and safety for certain categories of workers.

Administrator, the operators of mechanized calculation, the receptionist should know:

-order and the rule of use of electrical household appliances;

off-location. lighting;

requirements, fire safety regulations;

-be able to use fire fighting equipment, know their location and instruct staff.

The maid before work to check the serviceability of electrical equipment. During operation, you must use only the serviceable equipment. Before turning to the network, you should check whether the specified voltage to the voltage on the device in the network.

Careful with the cord. Avoid sharp bends, and pinching at the door on the cord is not down.

Staff responsibilities in case of fire

On the floors in industrial premises, offices - responsible persons shall be appointed whose duty - to provide fire control.

In the event of a fire guard for the hotel and other officials are obliged to report a fire in the guard, to give the alarm, take all measures to evacuate people from the room.

Evacuation is necessary to start with if and only if the place where it originated, then you need to open doors and direct evacuation of people were evacuated under the plan of evacuation, and then immediately proceed to extinguish the fire, the existing primary means of fire.

Upon receiving the signal of a fire guard must:

-accept (write) the place, floor and room where signal was received;

-send the message of the received signal in the fire department;

tell-duty officer of the received signal of the hotel to continue to follow his instructions;

clarify the situation, always from a place of receipt of a signal fire.

These responsibilities in the form of official memos should be on the desktop panel.



4.Marketingovaya activities of the company

4.1 Conducting market research

Market analysis or market research - is a key aspect of determining an effective strategy for the development of small hotel.

There are many methods of collecting information: interviews, surveys, observation, and peer review. Hotel "Samir" basically uses observation and surveys.

The method of monitoring information is gathered about the actions of certain people in certain situations.

Table 2

Questionnaire survey of guests, "Samir"

1. How did you hear about our hotel?
2. Enjoy the convenience of our hotel: service: - Check - Payment - Room Service - Responsiveness of staff	* Excellent * Well- * satisfying. * unsatisfactory. * Poorly
3. Would you like to come back to us?	* Be sure to * Most likely * Can be * It is unlikely * There is no
4.What did you like / dislike the most?
5. Which of the staff you could identify themselves? Why not?

4.2 Used forms of advertising, the use of Internet

Advertising is a public warning by potential buyers and consumers of goods and services on their quality, the virtues, benefits, as well as the merits of the firm. Advertising, a form of communication that attempts to translate the quality of goods and services in the language of needs and requirements of customers. Advertising of products involves the use of specific artistic, technical and psychological techniques to create and stimulate demand.

Advertising in the hotel "Samir" can be divided into:

1. Internal advertising - impact on guests, and aims to disseminate information on the hotel guests and partners, friends. (For example, corporate business cards, brochures, club and discount cards, souvenirs, hotel room with a logo, hygienic products in the rooms, information folders in the rooms).

2. Outdoor advertising - attracting passers-by and passing in cars and points to the location of the hotel to come under their own power-oriented guests. (the sign on the building of the hotel).

3. External advertising - distribution of information to potential customers outside the hotel, its surroundings. (Stands in profile exhibitions, leaflets, flyers, Web Site, banners and pages of hotel sites in partner companies and hotel and travel portals, advertising in the media, banners in airports and train stations, branded products).



5. Personnel politics and culture of service companies

5.1 Qualitative and quantitative composition of the staff

Since the hotel, "Samir" is a small business, in the process involved a total of 9 persons, including 3 administrator at the front Reception, two maids, a repairman, 2 guards, an accountant and management.

One of the key features of small hotels is the specificity of their staff due to two aspects:

* Lack of pre-trained to work in small hotels;

* The versatility of each employee;

For example, in "Samir" guards act as porters, managers - managers, booking, cashiers and management personnel selects.

5.2 Requirements for hotel staff

The hotel has a written standard (manual) for personnel, functional responsibilities, and fixing the rules work.

Continuously carried out activities to improve skills and training. The hotel staff wears uniforms, whose form depends on the differentiation with respect to positions of Staff of the hotel is a periodic medical examination is carried out in a record book and the health care journal.

Personnel Services shall:

- To be clothed in form;

- Be friendly, courteous, helpful guests;

- Be knowledgeable about the hotel and its surroundings;

- To understand the guest at a glance;

- Welcome to the guest (for example, at a meeting in the corridors ¬ D).

On arrival of the guest:

- Welcome guest;

- To explain the location of restaurants, recreational facilities, etc.;

- Indicate the emergency exits;

- Check the stocks in the bathroom;

- To offer additional services.

At the Reception:

- To arrive soon (waiting should not exceed 10 mi ¬ chickpeas);

- Check in the room and bathroom in the presence of forgotten things;

- Offer to call a taxi.

Sanitary rules and norms

In the accommodation facilities must comply with sanitary - hygienic and anti-epidemic rules and regulations with regard to:

maintenance of sanitary - technical equipment and facilities, waste disposal and protection from insects and rodents;

state territory, common areas, building space, and various facilities for tourists;

processing (washing, ironing, storage, etc.), laundry.

5.3 The system of remuneration in the enterprise

In order for any method of stimulating work, you must promptly inform the staff about how to reward and punishment.

The system of remuneration of employees of the hotel "Samir" consists of salary, personal allowances and premiums on the possible results of the quarter. The value is determined by the position of the employee salary. Allowance is established for the amount of work performed related to the number of resident guests in the previous quarter. The salary is paid two times a month.

5.4 Appearance of staff and company image

One of the important aspects of image formation of the hotel is its corporate identity.

Corporate identity includes:

* The name of the hotel;

* Logo;

* Corporate colors that are used in the manufacture of branded products (brochures, business cards, flyers);

* Proprietary fonts;

* Models of corporate and personal business cards, letterheads hotel, corporate folders, press

5.5 Communication staff style

The ease, naturalness, a sense of proportion, courtesy, tact, and most importantly, goodwill toward men - these qualities are present in workers of the hotel "Samir”.



Conclusion

Internships at the "Samir" was very useful, since the acquisition of skills useful in future work.

To improve the quality of service and a comfortable stay the hotel must be equipped with additional light rooms, because the lighting is quite bad. It would also be nice to put in a room fresh flowers.

Construction of the yard has both positive and negative sides. The great advantage is that the guests like it, if the windows face the courtyard, as there are a lot quieter than a room with windows on the avenue. And the downside is that the court is not kept clean, unfortunately. Also, the staff, "Samir", together with the management trying to develop ways to increase the load, to improve living conditions, to include various additional services, in addition to existing ones.

Already selected third for new construction numbers. Even in the winter will put them on sale.

Also a very big plus is that the hotel has a restaurant. It is very convenient and yet increases the number of customers, as many guests, "Samir" prefer to eat it at the restaurant.



List of used literature

1. AE Sahak, MV Yakimenko, "Management in the Hospitality Industry", 2008

2. Etiquette. The basic rules. - M.: AST, 2006

3. Musakin AA "Small Hotel", 2008

4. Summary of the discipline "Industrial Base of hotels and tourist complexes"

5. Five. TP Avdulova "The Psychology of Management", 2003

6. LA Chikatueva, NV Tretyakov, "Marketing", 2004

7. Bot www.google.ru

8. Eight. www.kristoffhotel.ru

9. Labor Code of

10. The rules of hotel services in the ROK

11. A classification system for hotels and other accommodation on hotels up to 50 rooms.

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