Responsibilities of the manager of the booking department. Job description of the employee of the reservation department. Conceptual scheme of work of the general manager in the hotel
This job description has been developed and approved in accordance with the provisions of the Labor Code of the Russian Federation and other regulations governing labor legal relations in the Russian Federation.
1. General Provisions
1.1. The Reservations Manager is a professional and reports directly to the Hotel Director.
1.2. A person with a specialized tourism education, bachelor's level and higher is appointed to the position of the manager of the booking department, without presenting requirements for work experience.
1.3. The manager of the booking department is accepted and dismissed by the order of the Hotel Director.
1.4. The booking manager should know:
- foreign languages: English (according to the hotel's requirements) within the scope of their work;
- culture of interpersonal communication;
- abbreviations used in the international tourism / hotel industry;
- fundamentals of labor legislation;
- rules and norms of labor protection;
- rules of operation of means of communication;
standards for organizing work with tourists;
- systems for booking and processing services;
- schemes of work with hotels, hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations;
- the basics of psychology;
- the theory of interpersonal communication;
- conflict management;
- systems of booking and registration of services.
1.5. The booking manager should be able to:
Use modern means of communication (telephone, copier, personal computer, etc.);
Store and retrieve information from the file system;
Monitor the implementation of tourism products and after-sales services;
Prepare and organize work.
2. Responsibilities Reservations Manager:
2.1 provides the client with verbal and written information about the placement and sale of rooms in the client's language;
2.2 answers the client's questions within the scope of his work;
2.3 Carries out preliminary reservation of places in the hotel by phone, e-mail.
2.4 conducts telephone conversations (incoming and outgoing calls,);
2.5 receives and transmits information with accuracy, checks the receipt of information by the addressee;
2.6 maintains the established documentation and prepares reports on time.
2.7 accurately receive and transmit information to the relevant departments, check the receipt of information by the addressee;
2.8 sends booking confirmation to guests;
2.9 creates bookings in the program
2.10 keeps track of unpaid reservations
2.11 works with OTA: control of quotas, prices, channel efficiency.
2.12 leads the development of the OTA base;
2.13 advises private and corporate clients on hotel services.
2.14 prepares commercial offers to customers.
2.15 book rooms through intermediaries: tour operators, travel agents;
2.16 controls the timely payment of prepayments from clients;
2.17. registration and sending of invoices;
2.18. keeps records of cash receipts
2.19 conducts the conclusion of agreements on the sale of tourism products, the provision of tourism services.
2.20. Organizes the reception of requests from tourists, the execution of payment documents.
2.21 sends SMS congratulations to the club guests on their birthday;
2.22. Weekly monitors guest reviews on Booking.com, Tripadvisor;
2.23. provides various types of reports;
2.24 transfers cases at the end of the shift.
The manager of the booking department has the right to:
3.1 for all social guarantees stipulated by the legislation;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit for the management's consideration proposals for improving the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, inform the immediate supervisor about all deficiencies identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions and specialists information and documents necessary for the performance of his official duties;
3.6 sign and endorse documents within their competence;
3.7 to involve specialists from all (individual) structural divisions of the enterprise in solving the tasks assigned to it (if this is provided for by the provisions on structural divisions, if not - with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided for by labor law.
4. Responsibility
The manager of the booking department is responsible for:
4.1 for non-fulfillment or improper fulfillment of their official duties provided for by this job description - within the limits determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
Agreed:
Hotel Director [Name]
[signature]
[The name of the company]
Legal. address:
Fact. address:
I have read and agree with the job description:
Full name ________________________________________ Signature ____________
1. General Provisions
The booking manager is professional.
A person is appointed to the position of booking manager who has:
higher or secondary specialized education and special training according to the established program.
The booking manager should know:
Normative legal acts, regulations, other guiding materials and normative documents governing the organization of the provision of services;
Assortment, classification, characteristics, purpose of hotels, methods of booking and settlements with them, rules for settling, the required package of documents for this and retail prices;
Receptions of selection of hotel rooms, completing the package of services with tickets for travel and excursion packages, provision of visa support to the client;
Terms and methods of payment for the booked package of services;
Techniques and methods of active servicing of corporate clients, taking into account their professional activities and other features;
ways to reduce the loss of time, labor costs, electricity when receiving applications for reservations and increase income;
Methods for generalizing data when accepting applications, the procedure for accepting them;
The procedure for the preparation and execution of reports on the work done for the past month;
Methods of information processing using modern technical means, communications and communications, computer technology;
Internal labor regulations;
Labor protection rules and regulations.
2. Job responsibilities
Booking manager:
Serves clients: offers a package of services provided by the company, accepts applications, monitors the timely execution of the ordered service;
Advises clients on the services offered, their quality, variety, ordering rules and prices for a given period of time;
Offers additional services provided by the company;
Notifies the administration of the untimely fulfillment of their obligations by the partners of the enterprise;
The booking manager has the right to:
Receive from the employees of the enterprise information necessary for the implementation of their activities;
Submit proposals on their activities for consideration by their immediate management;
Require the management of the enterprise to assist in the performance of their duties.
4. Responsibility
The booking manager is responsible for:
Cancellation periods for individual tourists and groups are specified in the WEB program for each hotel - for cancellation of a room at a later date than they were set by the hotel itself;
The company pays a fine in the amount of the cost of the room: for a non-withdrawn room reservation in case of non-settling of a guest, for a reduction in the duration of a guest’s stay in less than a day of the expected check-out, in cases of incorrectly written data (guest’s name, duration of stay, room category, price) - for involvement in the described cases;
For untimely submitted data on unpaid invoices of their clients to the accounting department of the enterprise;
For non-fulfillment or improper fulfillment of their obligations under this instruction - in accordance with the current labor legislation;
For offenses committed during the period of carrying out their activities - in accordance with the current civil, administrative and criminal legislation;
For causing material damage - in accordance with applicable law;
Job description of the manager of the hotel booking department [name of organization, company, etc.]
This job description has been developed and approved in accordance with the provisions and other regulations governing labor relations in the Russian Federation.
1. General Provisions
1.1. The manager of the booking department belongs to the category of specialists and is directly subordinate to the head of the reception and accommodation service.
1.2. A person with [educational level] education is appointed to the position of the manager of the booking department without presenting requirements for work experience.
1.3. The manager of the booking department is hired and dismissed by order of the [position of the head of the organization].
1.4. The booking manager should know:
Foreign languages: [in accordance with the constant clientele] within the scope of their work;
Culture of interpersonal communication;
Abbreviations used in the international tourism / hotel industry;
Fundamentals of Labor Law;
Labor protection rules and regulations;
Rules for the operation of means of communication.
1.5. The booking manager should be able to:
Use modern means of communication (telephone, fax, copier, personal computer, etc.);
Store and retrieve information from the file system;
Prepare and organize work.
2. Job responsibilities
Reservation manager:
2.1 provides the client with verbal and written information about the placement and sale of rooms in the client's language;
2.2 answers the client's questions within the scope of his work;
2.3 Carries out preliminary reservation of places in the hotel by phone, telex and fax;
2.4 conducts telephone conversations (incoming and outgoing calls, call forwarding, standby mode, receiving and sending telephone messages);
2.5 receives and transmits information with accuracy, checks the receipt of information by the addressee;
2.6 transfers cases at the end of the shift.
3. Rights
The manager of the booking department has the right to:
3.1 for all social guarantees stipulated by the legislation;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit for the management's consideration proposals for improving the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, inform the immediate supervisor about all deficiencies identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions and specialists information and documents necessary for the performance of his official duties;
3.6 sign and endorse documents within their competence;
3.7 to involve specialists from all (individual) structural divisions of the enterprise in solving the tasks assigned to it (if this is provided for by the provisions on structural divisions, if not - with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided for by labor law.
4. Responsibility
The manager of the booking department is responsible for:
4.1 for non-fulfillment or improper fulfillment of their official duties provided for by this job description - within the limits determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
The job description is developed in accordance with [name, number and date of the document].
Head of structural unit [initials, surname]
[signature]
[day month Year]
Agreed:
Head of Legal Department [initials, surname]
[signature]
[day month Year]
I have read the instructions: [initials, surname]
[signature]
[day month Year]
As part of the performance of his functions, the head of the department of the hotel "Georgievskaya" is obliged to:
To carry out in its activities compliance with the requirements of the current legislation of the Russian Federation, hotel regulations.
Rationally use the provided and available resources and powers, while carrying out their functions, be guided by the principles of economic efficiency and compliance with the hotel's image.
Form and maintain business contacts of commercial interest to the hotel for the sale of services.
Ensure the safety of entrusted documents and valuables and their return, unless otherwise provided by the current legislation of the Russian Federation, local regulations of the hotel.
Provide the service director with:
Monthly - reports on the best counterparties (corporate clients and agents), data on average monthly occupancy and revenue from the sale of room stock, average revenue per room, geography of booking requests, the share of guests staying by booking in the total number of guests staying per month, the share of accommodated guests guests "from the counter". The list of reservations through the official website of the hotel, the list of reservations through the official mailbox of the department. List of email addresses of everyone from whom the reservation came. A list of canceled applications with an indication of the reason for the cancellation.
Weekly - statistics on the bookings of potential corporate clients - new legal entities (payment for accommodation by bank transfer), bookings and requests for group arrivals, indicating the companies and contact persons with whom work is being carried out on the sale of services, an updated register of existing contracts.
Daily - the amount of bookings per day, the average load for the period of interest.
As part of performing his functions, the head of the booking department at the Georgievskaya hotel has the right to:
Obtaining information, including confidential information, to the extent necessary to solve the assigned tasks.
Receipt from the Director of Service and Human Resources:
Comment on violation of labor discipline and work performance standards;
Templates of documents and consultations on the legal registration of contracts.
Receiving from the reception and accommodation service:
Forwarded incoming calls and correspondence;
Information about the guests' ratings of the hotel's service and other wishes for improving the quality of services.
Receipt from sales department:
Information about upcoming business events with possible group and individual arrivals of guests;
Information about the persons responsible for individual and group room reservations for existing corporate clients;
Information about the persons responsible for individual and group room reservations when organizing business events planned to be held at the hotel;
Information about working with resellers and agents and working conditions for each of them.
In agreement with the director of the service and the commercial director, involve other services and hotel employees in the performance of tasks
Participate in the preparation of draft orders, instructions, instructions, as well as estimates, contracts and other documents related to the solution of issues of group and individual booking of hotel rooms, promotion of services, changes in the range, algorithms for the provision of hotel services and interaction with customers, sales of hotel services
The requirement from the hotel management to ensure organizational and technical conditions and the execution of the established documents necessary for the performance of official duties
Acquaintance with the documents defining his rights and obligations in the position held, criteria for assessing the quality of the performance of official duties
In agreement with the director of the service, undergo training at the expense of the Hotel in disciplines related to the performance of official duties
Provide management with suggestions to improve their operations and that of the hotel.
The head of the booking department at the Georgievskaya hotel is personally responsible for:
Proper performance or non-performance of their official duties established by this job description, within the limits established by the current labor legislation of the Russian Federation.
Offenses committed in the course of their activities, within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
Causing material damage to the hotel - within the limits established by the current labor and civil legislation of the Russian Federation.
Ensuring the following results of the department's activities:
Fulfillment of plans to increase the average monthly occupancy of the hotel;
Timely and full-fledged implementation of sales promotion action plans.
Ensuring the confidentiality of information that is a trade secret.
A hotel, like any other structured enterprise, consists of various divisions - services. The first service that every guest meets is reception and accommodation service (SPiR), sometimes called "reception". In European hotels, it is part of Front Office, a division that also unites concierges, doormen, baggage carriers, telephone operators, a guest relations manager, and often reservations staff. An employee of SPiR is practically the first employee of the hotel with whom the client contacts. The rating of the hotel as a whole will largely depend on the impression it makes on the guest.
The staff of the service, that is, the quantitative composition, as well as the distribution of duties depend on the capacity of the hotel and its category. The larger the capacity and the higher the category, the greater the composition of the service. According to the currently existing standards in European hotels of the "three - four stars" level, the calculation of the number of employees is based on the fact that there should be one service employee for 50 ... 80 rooms.
When forming the SPiR staff, it is necessary to take into account that people work in shifts, have the right to regular leave, sick leave, and may be absent for other valid reasons. At any moment, a situation may arise when two out of five employees will leave and you will have to attract people from another shift. Thus, the number of employees should not be minimal, but the staff should not be inflated either.
According to the Rules for the provision of hotel services in the Russian Federation, "the contractor must ensure round-the-clock registration of consumers arriving at the hotel and leaving it." This determines the shiftable nature of the work of the SPiR (as a rule, in two shifts: day and night). Naturally, the night shift works in a reduced composition. In Soviet times, the practice of daily shifts was widespread, which reduced the quality of work, since by the end of the working day even the most collected and efficient employee works less efficiently. Currently, the following division of shifts has been adopted: from 7.00 to 15.00, from 15.00 to 23.00 and from 23.00 to 7.00. In the USA, work is organized in two shifts: the first - from 9.00 to 21.00, the second - from 21.00 to 9.00. This schedule is typical for small hotels with no more than 400 rooms.
The main functions of the SPiR are:
hotel reservation;
selection and provision of rooms (places) arriving at the hotel;
registration of guests;
keeping records of the movement of residents of the hotel;
storage, issue and receipt of room keys;
provision of various reference information;
billing and making settlements with residents for the services provided.
The service consists of a manager (chief), an administrator, a receptionist (administrator on duty), an administrator (agent) for booking. Positions such as mechanized settlement operator and concierge could be introduced.
The manager belongs to the category of managers, is appointed to the position and dismissed by the order (decree) of the head of the hotel. He reports directly to the main manager of the hotel. The manager manages the service and the provision of cultural customer service.
