In times of crisis, the question of ways to attract new clients and the possibility of converting them into permanent ones is especially acute. Before the client evaluates the quality of service, the level and professionalism of the masters, he needs to come to the salon, and he must have confidence and a desire to receive the service. The most affordable and effective way is to create a thoughtful image of the salon and its staff, and in particular the administrator as the face of the salon.
The administrator is the first person the client encounters, and from him appearance, manners, and method of communication depend on the visitor’s assessment of the salon. The impression received is not only lasting, but also the main one when deciding whether to stay in the salon or not.
Each manager has his own view of image, which is often based on typical templates and available information about this concept and style as a whole. Let's analyze typical mistakes in the appearance of the administrator, which repel the client and prevent him from earning his trust at the stage of getting to know the salon, and we will also talk about successful solutions for the visual image of the person at the reception.
Before you start creating a successful image, you need to understand its essence and capabilities. In case of a beauty salon we're talking about about consciously formed image, which has emotional and psychological impact on clients. In other words, image is part of a company’s successful development strategy.
Biggest mistake salon managers when developing the image of the staff - this is their perception only on the basis of their own taste, without taking into account the client’s point of view.
From the perspective of both the client and the salon, the visual image of the administrator should solve three main problems:
1. Instill trust and desire to communicate. This will allow clients to feel confident and comfortable in an unfamiliar environment and trust the specialists. The emphasis on this task should be placed on those salons that consider their advantage to be warmth and comfort in the atmosphere, a family landmark; whose motto is: “Clients are friends of the salon,” etc.
2. Demonstrate professionalism. This will raise the authority of not only the administrator, but also the entire salon and the staff as a whole in the eyes of clients. Salons that provide exclusive and expensive services should focus on this task.
3. Emphasize business status. This will help clients quickly find their way and begin comfortable communication. There are often cases when a visitor, entering the salon, is at a loss as to where the administrator is, where the cleaner or other employee is. Precious seconds allocated to forming a first impression are wasted on doubts and attempts to figure things out. As a result, the client can simply turn around and leave. Salons of any category should focus on this task. Determining the business status of an administrator from the point of view of a visual image helps the establishment to successfully build internal corporate relationships and properly organize interaction between foremen, administrators and other employees.
There are various patterns of perception of a person’s image, taking into account which you can create a convincing and successful image of an administrator. Let's consider one of them.
A new client, entering your salon for the first time and seeing the administrator, will always evaluate his appearance from the point of view of “this is what they do here in terms of transforming clients” and project this onto his appearance. Perception occurs on an unconscious level, a person may not notice it, however, if the appearance of the person meeting him absolutely does not correspond to the client’s internal personal ideas about beauty (here discrepancies may arise when assessing appearance), he may get scared and lose confidence in the salon, thinking, for example, that his wishes here will not be understood and fulfilled.
As a result, you lose a new client at the stage of his acquaintance with the salon.
This is where some of the most common myths about the visual image of an administrator arise.
Myth No. 1. The administrator, as the face of the salon, must demonstrate with his appearance the services that the establishment provides.
Reality. This only works in one case - if your establishment is a closed club whose clients 100% have the same personal idea of beauty, supported by the salon's services (for example, everyone has extended nails, eyelashes or hair, etc.). Then - yes, your administrator can safely look like a carrier of the salon’s services, a kind of standard of attractiveness that your company creates.
If the organization is not a closed club and you need new clients, it is logical that at the stage of searching for them the most different people, with different ideas about beauty and internal culture. That is why you should not create a showcase of salon services from the administrator. Remember the perception template - “the projection of the administrator’s appearance onto the client’s appearance”!
What to do?
The administrator's image should always convey health, youth and beauty. Actually, this is it secret desire, for which clients come to the salon.
So what should the greeter's appearance be like?
1. A sense of proportion in the image as a whole. This means moderate, refreshing makeup, no pearlescent or too bright shades. The emphasis should be on healthy color faces and correct correction. A clear and harmonious lip shape is required.
The most unpleasant impression is left by the appearance with a blurred lip contour, “eaten” by lipstick. This immediately causes a reluctance to communicate and creates a lasting impression of sloppiness in the client. The incentive to purchase related products from the visitor disappears immediately along with the loss of trust.
2. Always well-groomed hair and hairstyle without an obvious note of avant-garde. A current, fashionable haircut that is not shockingly creative is acceptable. Especially if your clients are people of different ages. On her hair, the administrator can demonstrate the achievements of the salon masters, again emphasizing youth, beauty and health. This is influenced by the correctly selected hair shade and the shape of the haircut that matches the texture and type of the employee’s face. Looking at a successful haircut or stylish hairstyle, the client will already at the stage of getting to know the establishment trust not only the administrator, but also the hairdressers.
3. Well-groomed hands with classic manicure options: French, beige-brown shades, burgundy. Creative types of manicure and extended nails can be demonstrated in photos or stands. First of all, this is relevant if your clients are people of all ages.
4. Modesty, neatness, cleanliness in the style of clothing and shoes. The base is a classic style with notes of either sporty chic, romance, or eclecticism. It all depends on the concept of the salon and the cost of the services provided. The classic style has a clear and understandable silhouette shape, laconic details, and assumes a high-quality fabric texture, which allows you to increase the business status of the administrator and instantly understand who is who.
If, when choosing clothes, you blindly quote only one style, then:
An active sporty style, from the point of view of the client’s perception, will turn your administrator into a “student with a part-time job.” The result is a loss of trust on the part of the potential consumer, a decrease in the status of both the greeter and the salon. If the cost of your services is above average, expect customer outrage over the discrepancy between what they see and what is then invoiced;
Your administrator, dressed in the style of pure sweet romance, will be regarded by the client as an infantile, immature person who is difficult to trust. A decrease in the status and level of professionalism of your employee in the eyes of the visitor is guaranteed. Although for clients of similar types this is the most necessary, “own” option for an administrator. May be suitable for small salons or themed, stylized establishments subordinated to a specific concept;
As a result of your employee using pure eclecticism, wait in fear for potential clients to flee if your salon is not focused on similar freaks. Eclecticism can surprise and make people laugh, but most of all, it can cause confusion and repel. Especially if the visitor who comes to the establishment for the first time is a middle-aged or older person. In this case, the professionalism of the administrator is called into question. However, when the main audience of the establishment are young creative people, this may best option administrator's image to attract new clients.
5. Lack of active elements of erotic style: transparent fabrics, animal colors, excessively short length of clothing, figure-hugging outfits, excessively high heels with a platform and open patent leather shoes. All these attributes are good on a private stage or on a date with a man. However, in a beauty salon they are an irritant for female clients.
Frank, sensual elements in the image of an administrator can alienate visitors and even cause a scandal out of seemingly nothing. Erotic style affects certain subconscious instincts and attitudes of clients and employees that cannot be controlled. At the same time, your administrator, regardless of goodwill and loyalty, will not be able to create a trusting relationship with a new client.
Myth No. 2. Black and white clothing is universal and suitable as a uniform for the administrator of any salon.
Reality. Black and white clothing is universal for the business community in the evening (after 17:00) or for special occasions. In both versions, the combination of black and white is well perceived only when noble and high-quality textures are used in combination with impeccable tailoring. During the daytime, such colors are considered a violation of business etiquette and look inappropriate. Black and white outfits made of synthetics, cotton and other simple materials look primitive, resemble the uniform of service personnel (and most often such clothes are such) and do not solve the problem of creating the image of an administrator.
What to do?
1. If your salon is positioned as an economy class establishment that provides services at low prices, you can, of course, emphasize accessibility and simplicity with a black and white version of the administrator’s clothing. But whether this image will inspire confidence in the client, whether your employee will look professional and be the real face of the salon - this is already a question.
2. On the other hand, if the style concept, including the color scheme, of the establishment assumes a black and white combination as the main element of the visual image, then black and white colors in the administrator’s clothing, provided that high-quality and expensive textures are used, will be appropriate. Care should be taken when choosing color proportions and sequence. For example, best option― this is a classic white top and black bottom. Otherwise, the image will be heavy and “dirty”. The black color next to the face does not correspond to the Slavic coloring.
3. Most good choice to maintain a contrasting color scheme - a combination of deep (dark blue, dark green, dark purple, dark red, graphite) and light shades. Such options always look fresher, juicier, richer and more noble compared to the black and white alternative.
What repels and irritates customers?
A cheap version of the black and white combination affects how the client perceives both the employees and the salon as a whole. First of all, the authority of the administrator will suffer, and the assessment of his professional level will be underestimated. For example, when selling related products, the words of an employee dressed in similar clothing will not carry weight for a potential client. The black and white attire of the greeter can also negatively affect emotional relationships within the team.
Thus, knowing some of the subtleties in the features of visual perception, you can independently develop a successful image of the salon and employees, taking into account the concept of the establishment, the type of clients it targets, as well as the company’s development strategy.
Text and photo: Olga Radetskaya
They were looking for administrators - half of the people smoke. Now you either need to change, and this is always problematic, or... But you can’t force him to quit
Administrator and smoking are incompatible. At least in working hours. This administrator needs to be fired.
What about smoking as an administrator? Clothing is understandable. But smoking cannot be eradicated from them. Smoking, smell.
Modern supermarkets and shopping centers appeared relatively recently. In Russia, only in the first decade of the twentieth century did they replace artisan shops and merchant bazaars. The usual shopping arcades of markets and fairs gradually transformed into major cities to department stores.
New profession
The emergence of large trading enterprises led to the emergence of a completely new profession on the labor market. What kind of job is it - a store administrator? Its name comes from the Latin verb administrare - “to help, manage, serve.” That is, “administrator” is translated as “leader” or “manager”.
Its functions may vary depending on the enterprise. There are administrators trading floor. Their tasks are to control what is happening there and organize the activities of sellers. In large hypermarkets, such an employee is sometimes called a sales floor manager.
A store manager-administrator has more complex responsibilities. He organizes sales for more high level. Can manage the work of the merchandising service (from English - “the art of sales”). According to statistics, when selling any product, 80% of the success comes from competent “packaging” - fashion brand, thoughtful design, comfortable purchasing conditions.
What does he do
To attract as many customers as possible, he can organize additional events in the sales area - presentations of samples, tastings, distribution of booklets, etc. This activity is part of the job responsibilities of the store administrator and is regularly rewarded with bonuses when maintaining the required level of sales.
Administrators often organize various promotions, because the store receives a bonus supply for this, covering losses from theft in the hall and audits.
In fact, the main thing in his activity is maintaining the normal operation of the store. Its functions include organizing cultural services and comfortable conditions, consultations on all issues, maintaining a friendly atmosphere.
Store administrator: responsibilities
He monitors the receipt of goods at the warehouse, their supply to sales sections, labeling, expiration dates, cash service, and the presence of a book of complaints and suggestions.
Its task is the safety of goods and equipment, timely inventories and much more. As well as eliminating conflicts on the sales floor and considering claims regarding the quality of service. He is obliged to report all shortcomings to management and take action.
These days under the roofs shopping centers Everything you need has been collected - food, dishes, household chemicals, clothes and shoes, even furniture. A grocery store administrator is actually required to understand the most different products. Through the halls of central hypermarkets major cities 10-15 thousand people pass through each day and have time to appreciate the convenience of this form of sales.
In any sales area there is a store administrator, whose responsibilities are to ensure the quality and speed of service, achieve high turnover results and good staff. He is the central figure of the store.
For what reasons do you choose this profession?
Most of those who work as administrators have had a penchant for trading from a young age. As children, they liked playing salesman; they were better at organizing a “shop” than others. Often these are continuers of family tradition. Following their parents, they enter the trade educational institutions and then work as salespeople and cashiers. Administrator is the next step in your career.
This work is responsible and very interesting. This cannot be achieved without professional education in the trade or economic sector. store requires a candidate for admission to have at least a secondary (and preferably higher) education in the field of trade, if there is no work experience. AND length of service in the profession from two years with only primary specialized education. It is good if the candidate for the position knows and can perform the duties of a cashier in a store, which is important for small retail outlets.
What is required of him
An administrator needs a lot to know and be able to do. These are the basics of merchandising, the main principles of organizing trade, laws and regulations in this area, merchandising, etc. In addition, the job description of a store administrator obliges him to be able to understand documents, have developed communication skills, and use a computer. Sometimes knowledge of a foreign language is required.
It has been noticed that those with the qualifications of “seller” or “merchant in trade” cope best with this role. If desired, advanced training is possible directly on the job. Large companies organize seminars and trainings for employees on sales effectiveness.
Other specialties
Related professions - salesperson and senior salesperson, advertising agent, sales consultant, cashier controller, sales representative, merchant, sales manager.
Is there a prospect professional growth? Undoubtedly. An administrator can improve his own qualifications, acquire education in related professions, and rise to the position of manager or manager. store.
Professional Features
A store administrator, whose responsibilities are wide and varied, must have many qualities. He is on his feet almost all day on the sales floor, so he must be efficient and physically resilient.
Successful work with people is impossible without emotional stability. Since he often has to deal with the display of goods, he also needs a good eye.
Of course, extensive knowledge about products and their consumer qualities is required. At the same time, it is important good memory(both operational and long-term). And also attention - to control the actions of buyers.
It makes it possible to look around the room and plan the placement of goods on racks and shelves. visual-figurative thinking which should be well developed. And a practical mind helps to solve specific problems of the trading process.
How to work with people
The administrator is responsible not only for himself, but also for his subordinates. He must have organizational skills and be able to plan both his own activities and those of his subordinates. His integral qualities are diligence, responsibility, exactingness and integrity.
Store skills include the ability to establish contact with customers. After all, all people are completely different - women and men, young and old, sociable and not too sociable. They may be slow, irritable, insecure or rude. There are those who are overly calculating or simply stupid.
They have one thing in common - they all buy something. And it is important to understand everyone’s motivation and help them do right choice, if necessary, resolve the conflict. A true administrator is always a bit of an artist; he has the gift of suggestion and considerable eloquence.
For example, if the administrator’s workplace is a children’s clothing or toy store, it is important to be able to get in touch with young clients, motivate parents to buy and prevent whims.
Actor of one role
The administrator serves as an example to sellers and other employees. He has to “get into character” every work shift, regardless of his mood and personal circumstances. This role is that of a benevolent, competent, courteous employee, a true professional.
He must certainly own his own voice, because not only what is said is important, but also the non-verbal moment. A monotonous and too quiet voice will not convince the client; speaking too loudly is usually annoying. It is important to be able to highlight with your voice the most important thing from what is being said. The pace of speech must be adjusted to the interlocutor, otherwise he will not perceive even half of what is said. Of course, speech etiquette when communicating with a client is very, very important.
Administrator Appearance
It is also important. Attractive and presentable appearance is half the success when working with people. Universal outfit - white blouse and a black skirt or trousers. As a rule, there is always some signature element, such as a corporate tie or hat.
A badge indicating the position, surname and name of the employee is an integral element these days corporate culture. This detail is a must in an administrator's suit.
And, of course, a friendly “trademark” smile completes the image of a successful manager.
Medical contraindications
Who is this work contraindicated for?
These are a number of people who, due to their health, do not have the opportunity to work in the trade sector. These include those with chronic diseases infectious nature, skin diseases, disorders musculoskeletal function and problems in the cardiovascular sphere.
In addition, constant communication with people is contraindicated for persons with impaired vision or hearing or an unstable psyche.
Features of work
The administrator's workplace is the trading floor. He spends almost all his time there. As a rule, these are warm and bright rooms. The nature of the work is quite flexible - you need to accept goods, help sellers with their placement, and at the same time manage to serve customers.
The administrator works with documents in a separate office or at his own desk right in the sales area. He uses modern computer programs, where the quantity and assortment of items put up for sale, the balance of goods, write-off of expired goods and disposal are promptly entered. He also needs to keep track of product certificates.
Most often, an administrator works according to a typical scheme - 2 days of work and 2 days of rest. He has to plan labor process for a day and a week. Without properly allocated time, it will not be possible to control the work of staff and optimize the trading process.
His regime
The administrator comes to work earlier than everyone else and leaves later than everyone else. At the end of the working day, he closes the premises and hands them over to security. In the morning, before customers arrive, he checks the cleanliness of the hall and the surrounding area, checks the display of price tags and labeling.
When customers appear, he serves them politely, offers goods, and solves problems that arise, for example, with returning goods. If necessary, organizes an examination and negotiates with service centers.
Checks how the duties of store employees are performed, controls their appearance, and manages the vacation schedule.
Under his leadership are sellers, loaders, receivers, cashiers. You also have to interact with your superiors - the director, manager, as well as merchandisers and security. He is an intermediate link between staff and management. He will have to convey the decisions of his superiors to ordinary employees and serve as a mediator.
The final product is labor activity- coordinated team work, well-organized trading process.
Problems and benefits
They can be personnel (replacing a suddenly ill employee), technical (problems with equipment), or related to shortages. When the latter is detected, he bears financial liability together with the entire team, which is provided for by the store administrator’s instructions.
The main advantages of the profession (according to surveys) are diversity and the opportunity to communicate with people. The administrator's salary contains a fixed salary amount and a percentage of bonuses, which can sometimes range from eight to twenty thousand rubles, depending on the turnover of the enterprise.
Where else can an administrator work?
Another name for him is “sales floor manager.” This profession is required when opening new retail space. Finding a job in this profession is quite easy. In addition, he can perform the duties of a cashier in a store. Or get a job as a salesperson or consultant.
A relatively new profession is an online store administrator. What kind of work is this? And what does it need?
In addition to the personal qualities listed above, an online store administrator must have some technical skills.
He mainly updates the display of his online store (adds a photo of the product and its description, posts news, edits text information).
In addition, she takes orders and communicates with clients by phone, Skype, and chat, and controls payment. He is responsible for interaction with couriers or delivery services.
To fill the site with materials, he needs copywriting skills, the ability to create and place banners, registration forms, etc. This work is not very simple, but interesting and well paid. In addition, you can work on it without leaving home - via the Internet, which is very convenient, for example, for young mothers on maternity leave. They can get a job, for example, in an online children's clothing store, of which there are a lot on the Internet now.
In general, the work of an administrator is interesting, promising and in demand.
Introduction
hotel administrator official
The reception service is the first department that guests encounter when booking rooms and arriving at the hotel.
The impressions received from this acquaintance largely shape guest reviews of the quality of service as a whole. It is this service that can be called the face of the hotel, and occupancy largely depends on it, and therefore economic efficiency hotels.
From November 24, 2014 to December 27, 2014 I took industrial practice in a hotel located at Angarsk. as a maid.
The purpose of the internship is:
Regulatory and legal documentation regulating the activities of hotel officials.
Professional service standards.
Organization of a hotel administrator's workplace.
Specifics of the activity of an administrator in a hotel.
Methods for offering basic and additional services at the hotel.
Methods for monitoring the administrator's execution of management instructions.
Rules for communication with hotel clients.
Rules for handling claims and complaints from customers related to dissatisfied customer service.
Organization of guest services during the stay.
Catering for guests.
Management of departments' activities.
1. Regulatory documentation regulating the activities of hotel officials
1.1 Regulations on the unit (reception and accommodation services)
1.1. The reception and accommodation service is a structural division of the individual entrepreneur. Vorobyova.N.N.
1.2. The reception service carries out meeting, reception and accommodation of guests, round-the-clock interaction with clients through internal and external telephone, fax, postal communications and email. Monitors the work and ensures the interaction of hotel duty services at night, weekends and holidays. Makes hotel reservations. Provides additional services to hotel clients regarding work with documentation.
1.3. The reception and accommodation service in its activities is guided by the norms of the current legislation of the Republic of Belarus, approved job descriptions and service instructions and standards of the enterprise and these regulations.
1.4. The reception and accommodation service reports to the senior administrator, who is appointed and dismissed by the director of the individual entrepreneur. Vorobyova.N.N. The senior administrator organizes and controls the activities of the reception and accommodation service and the process of continuous interaction with other services of the enterprise, regulates the need and placement of personnel. Distributes responsibilities, monitors the implementation of current service standards and rules, helps improve the level and quality of service by monitoring activities, introducing new and improving existing service standards, takes initiative in matters of advanced training and training of subordinate employees. Each employee knows the scope of his activities and responsibilities in accordance with job descriptions, knows regulatory and legislative documents regulating the provision of hotel services within the required competence, is familiar with the current regulations and standards and rules related to professional activity. All financial issues of the service are managed by the individual entrepreneur’s accounting department. Vorobyova.N.N.
1.2 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 guests about additional services provided paid services, accepts orders for their implementation and controls their execution.
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.
1.3 Job responsibilities of the senior administrator
Provides timely and high-quality cultural services to visitors in accordance with current service standards.
Carries out accounting, distribution and correct use residential numbers and free seats, as well as control over compliance with the passport regime.
Receives and prepares the necessary documents for registration of residents at the place of temporary stay.
Coordinates the work of administrators and other hotel workers.
Ensures that customer service standards are met.
Ensures that subordinate employees follow the instructions of the hotel management.
Monitors the safety of material assets.
Consults visitors on issues related to the services provided.
Takes measures to prevent and eliminate conflict situations.
Considers complaints related to unsatisfactory service to visitors and carries out the necessary organizational and technical measures.
Monitors the appropriate condition of the hotel premises and residential rooms during the shift.
Monitors compliance by subordinate employees with labor and production discipline, labor protection rules and regulations, industrial sanitation and hygiene requirements.
Informs the hotel manager about existing shortcomings in customer service and measures taken to eliminate them.
2. Professional service standards
2.1 Standards of work of the administrator at the stages of the guest cycle (meeting the guest, accommodation, services during the stay, departure of the guest)
1. The role and importance of the position of receptionist (administrator) in a hotel
Official rights and responsibilities. Basic requirements for the level of knowledge and skills.
2. Meeting and placing guests at the hotel.
Standards of work when booking hotel rooms. Types of booking. Payment for booking.
Reception and accommodation of guests. Meeting the guest and registering and its procedure. Documents upon registration
Checking the readiness of the room stock and interaction with other hotel departments
Introducing the hotel and promoting additional services
Checking out guests upon departure (preparing and conducting the checkout operation). Payment for additional services.
3. Receiving phone calls
Standard for handling incoming calls
Standard phrases are acceptable in communication with a guest and prohibited for use.
4. Reception and work with requests from hotel guests
Standards for receiving personal and telephone guest requests
Registration of personal and telephone requests
Providing additional and personal services
Control of related services
5. Resolution of non-standard and conflict situations.
Types of clients and behavioral styles
2.2 Administrator appearance standard
A professional appearance is an important component of the service provided to guests, a sign attentive attitude to colleagues. Failure to comply with this standard may be grounds for removal of the employee from work.
HAIRSTYLE. First of all, the hair should be clean, neatly trimmed and combed. A woman's hairstyle should be compact; loose hair is unacceptable. Men should be closely shaven. Mustaches and sideburns are neatly trimmed. Hair color should look natural.
MAKEUP. Makeup should be inconspicuous, nails should be neatly trimmed and clean. It is allowed to use nail polish in discreet, moderate tones. Do not use perfumes or colognes with a strong or strong odor.
DECORATIONS. The wearing of jewelry should be limited. Watches, a chain on the chest, earrings, and no more than two rings on the hands are allowed. Wearing multiple earrings in one ear is not recommended. Men are not allowed to wear earrings.
SHOES. Must be in good condition, untrodden, well polished. Women are required to wear closed shoes with heels no higher than 7 cm. It is recommended to refrain from wearing avant-garde style shoes. It is prohibited to wear sports shoes, sandals, fabric shoes, etc. at work.
CLOTH. Employees who are issued a uniform must wear it in full during working hours. Uniforms must be clean and ironed.
Employees who are not issued a uniform should appear modest and businesslike. Women are recommended to wear business suits (dresses), trousers are permitted. The color of the blouse (dress) must match the color of the underwear. As a general rule, skirt length should not be shorter than “just above the knee.” Regardless of the season, all female employees must wear tights or stockings during working hours, preferably natural ones and always without a pattern. It is not allowed to wear sportswear, denim clothing, leggings, or shorts. Men should wear business casual attire (preferably a suit and tie). Shirts are preferably plain or with slightly noticeable stripes or checkered patterns.
NAME SIGN. A name badge must be worn during working hours so that colleagues and guests can be addressed by name. The name badge must always be worn on the left side. If you lose your name tag, notify your supervisor immediately.
It is PROHIBITED to chew chewing gum during working hours.
2.3 Telephone standard
When the phone rings, you must pick up the phone before the third ring.
You need to talk on the phone in a friendly, polite tone.
You should start the conversation with a greeting " Good morning(day, evening)" or "Hello."
If the call is from a city connection, the employee should hear the name of the Hotel complex and division.
If the call is an internal connection, the employee should hear a greeting, position and name. For example: “good morning, floor manager Tatyana Ivanova. I’m listening to you!”
Once you receive your order, be sure to repeat it.
Smile when you answer the phone. Even without seeing a smile, the caller will feel that they are sincerely interested in his call,
The general rule is that the person who called ends the call first; If the conversation is interrupted for any technical reasons, the person who called the first time should call again.
If you need to ask someone to wait on the phone for no more than 60 seconds (you need to find the necessary information, answer on another phone). Be sure to ask the person if he will wait and wait for his answer. When the phone is picked up again, resume the conversation by expressing gratitude for the wait.
If you are calling.
1. Clearly formulate to yourself the purpose for which you are going to call and what the content of the future conversation should be. (For particularly complex negotiations, it is better to make a list of questions that you are going to ask on paper, this will make it easier for you to monitor the completeness and consistency of the answers.)
2. Optimal time for phone call determined by three criteria:
A) When, in your opinion, your call will be more convenient for the subscriber;
B) When is it easier to reach him;
C) When will it be more convenient for you to call?
3. After connecting, introduce yourself: “Hello, Bank “GRAN”, (if necessary, provide the name of the department), last name,” and here ask the questions you have prepared.
3. Organization of the hotel administrator’s workplace
3.1 Location of the reception desk
The reception desk is located with right side from the entrance.
3.2 Workplace administrator. Equipment behind the counter. Software
Behind the reception desk there is: Computer, telephone, fax, cash register, terminal, calculator, stationery, photocopier.
Shelter software.
4. Specifics of the administrator’s activities in a hotel
4.1 Characteristics of the requirements for a hotel administrator
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:
Resolutions, instructions, 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.
Fundamentals of aesthetics, ethics, psychology and customer service.
Fundamentals of economics, labor organization and management.
The structure of hotel management, the rights and responsibilities of hotel employees.
Labor legislation.
Internal regulations.
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.
4.2 Specifics of administrator functions depending on the capacity and purpose of the hotel
The administrator registers and checks in guests, takes care of the delivery of luggage to the room, explains the hotel rules to guests, informs guests about additional services, issues keys and takes them for safekeeping when guests leave the hotel for a while. If correspondence arrives addressed to the guest, the administrator hands it to the addressee. True, many of the administrator’s duties are not visible to guests. For example, he keeps records of occupied and vacant rooms, books rooms, and makes sure that they are ready to receive guests. Cleaning rooms, changing linen, etc. - This is the duty of the maid. But the administrator controls that everything is done on time. If a light bulb burns out somewhere or the mineral water in the room’s bar runs out, he dispatches the appropriate employee to fix everything. In other words, the administrator coordinates the work of hotel services so that guests feel cozy and comfortable. At the same time, the administrator makes sure that the guest does not forget to pay for the room. He resolves conflict situations if the guest does not like something in the service. But if the guest himself tries to start a fight or something like that, the administrator has to call him to order - politely, but strictly. And when things don’t work out, hotel security comes to the rescue.
4.3 Administrator as the functional link of all hotel services
The administrator is the functional link of all hotel services, since all information from the services flows to the administrator:
Food service
Maid service
Laundry
4.4 Structure of subordination of hotel employees (who is subordinate to the administrator, who is subordinate to the administrator)
The administrator of the Hotel Reception and Accommodation Service reports directly to the head of the Reception and Accommodation Service. Because The hotel administrator has access to almost any information on each guest and information on the hotel as a whole; the requirements for maintaining confidentiality for him, as for all other employees of the Reception and Accommodation Service, are increased. During the absence of the hotel administrator (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner, if this person has special training.
5. Methods of offering basic and additional services in a hotel
5.1 Concept and characteristics of basic and additional hotel services
Services provided in hotels are divided into basic and additional. They can be free or paid. The main services include: accommodation and meals in accordance with the “Rules for the provision of hotel services”. Guests can be provided with the following types services: calling an ambulance; use medical kit; delivery to the correspondence number upon receipt; wake-up at a certain time; provision of boiling water, needles, threads, one set of dishes and cutlery. The list and quality of paid additional services must meet the requirements of the category assigned to the hotel. The most common: excursion services; ordering the services of guide-translators; organizing the sale of tickets for all types of transport; organizing the sale of tickets to theaters, circuses, concerts, etc.; ordering vehicles at the request of guests; calling a taxi; car rental; ordering seats in city restaurants; purchase and delivery of flowers; sale of souvenirs, postcards and other printed materials; shoe repair; repair and ironing of clothes; washing and dry cleaning of clothes; use of the sauna; hairdressing services; services of buffets, bars and restaurants; rent of a conference room, meeting rooms; business center services. When providing services, not only their quantity is important, but also their quality. Therefore, in many hotels, residents are asked to fill out small questionnaires upon departure.
Completed forms are usually handed over along with the keys to the reception service. The hotel administration analyzes the shortcomings identified in the work of individual services and takes measures to eliminate them.
5.2 Characteristics various methods offers of basic and additional hotel services
At the reception there are brochures indicating hotel promotions and additional services. Also, when calling the hotel, you can ask about additional services.
5.3 Rules for informing guests about the types of basic and additional hotel services
Upon check-in, the administrator tries to tell you as much as possible about additional services in order to avoid guest dissatisfaction in the future. The administrator is always polite and tactful when communicating with guests. The administrator should not be rude to the guest, as this will alienate him, and the guest will not only not buy an additional service, but also not check into the hotel. If a guest is interested in a specific service, the administrator will tell you in detail about this particular service.
In each room there is a special guest folder on the table, which contains all the necessary information about additional services (cost, duration, place of provision, method and time of payment). The guest can also call the administrator from his room and ask about the additional service he is interested in.
If a guest wishes to receive one or another additional service, he just needs to inform the administrator. This can be done in the following ways:
1. When booking, indicate in the application the service the guest is interested in;
2. When registering, tell the administrator;
3. At any time, go to the Reception desk and inform the administrator;
4. By phone from your room;
6. Methods for monitoring the administrator’s execution of management instructions
6.1 The concept of monitoring the administrator’s compliance with the instructions of the hotel management
Monitoring the execution of instructions is a set of actions that ensure timely execution of management instructions.
The purpose of control is to ensure timely and high-quality execution of decisions and assignments of the management of an enterprise or structural unit. Equally important is obtaining information about the level of performance discipline necessary to evaluate performance structural divisions and individual performers.
6.2 Methods for monitoring the implementation of instructions from hotel management
At the hotel, the reception staff have a special notebook where each employee writes down everything important events day, thereby informing other employees and the senior administrator about the incident. If the hotel manager or senior administrator has any requests, instructions, instructions to the rest of the reception staff, then he only needs to verbally convey the request to the rest of the staff or leave a note with the appropriate instructions. Subsequently, the execution and its result of this request or instruction is also asked orally from the reception staff. If the request has not yet been fulfilled, the reception staff will inform the senior administrator about the deadline for its fulfillment.
If the hotel management issues an order with an official order, all employees, after reading it, sign the appropriate document. Failure to comply with documented documents will result in punishment.
7. Rules for communication with hotel clients
7.1 Basic rules for conducting business negotiations
Professional ethics is a set of moral standards that determine a person’s attitude towards his professional duty. The moral qualities of an employee are considered as one of the main elements of his professional suitability. The ability to communicate with people is the most important and required quality for a hospitality industry worker. True professionalism relies on such moral standards, as duty, honesty, demanding of oneself and colleagues, responsibility for the results of one’s work. IN hotel business the ability to communicate with clients is emphasized special attention. All staff, primarily those employees who constantly communicate with clients, undergo special training: staff are taught how to communicate with different clients, talk on the phone, listen to complaints, etc. Separately for each category of personnel are developed detailed instructions, which describe their work step by step.
From general rules For staff, we will highlight the most important ones:
A hotel employee must always be ready to provide a service to a client when the client needs this service, and not when it is convenient for the employee;
The employee must demonstrate a positive attitude towards the client: show respect, conduct the conversation in an impeccably polite, friendly tone, without raising his voice in any case, do not show his displeasure if, for example, the client arrives at the very end of his working day, maintain restraint with absurd, aggressive, stupid, drunk clients, demonstrate to the client in every possible way that the employee is concerned about his problem;
The hotel employee must smile at the client and maintain positive eye contact. When talking with guests, use appropriate phrases;
You need to be able to tactfully inform the client and tell him even unpleasant news, for example that the client must pay a certain amount;
No hotel employee has the right to argue with a guest, even over trifles;
Client problems need to be resolved quickly and without delay. The hotel employee must do everything possible to calm the guest as quickly as possible. If the employee cannot solve the problem himself, he should refer the client to a manager who is able to resolve the issue. You should make a phone call within 20 minutes to make sure the problem is resolved and the guest is satisfied. We need to do everything possible to avoid losing the guest as a client in the future. and therefore be able to provide them with the products and services they expect. To take into account specific requests of guests, you should use a special notepad;
Understand the range of assigned responsibilities and tasks defined in each strategic plan;
Constantly identify shortcomings that he notices in the hotel and take measures to eliminate them;
Be responsible for ensuring the highest level of cleanliness.
It is necessary to ensure absolute reliability of fulfilling the client's wishes, especially such as wake-up at the desired time.
There are certain hospitality standards that hotel workers must follow, in particular:
Remember the names of guests, their habits, favorite drinks;
If possible, give equal attention to all clients, since all clients are equal, regardless of their appearance;
The guest is always right, the guest should always be satisfied; the guest is the most important person at the hotel, regardless of whether he is present in person, addresses in writing or by telephone.
8. Rules for handling claims and complaints from customers related to unsatisfactory customer service
8.1 Reasons for claims and complaints
Conflict situations in hotels occur quite often. In the psychology of hotel service, the category of “difficult guests” has been identified, which for the most part generate conflict situations. The psychological conditions of rest in a hotel, as it were, sum up all other conditions of rest, giving the latter a holistic character. Sometimes hotel staff are subject to hostile psychological impact. A guest's aggressiveness often either provokes hotel staff to respond with hostility or renders him helpless. An increase in the number of complaints about Russian market hotel services is determined by a number of factors. First, guests have become more aware of their rights and the responsibilities of hospitality businesses and are more likely to assert their rights. Secondly, the increased demand for hotel services contributes to the entry of new hotels into the market, less experienced and less resourced. A significant part of the claims arises due to false advertising, poor preparation of contract documentation and negligence in its execution, discrepancy between the quality and range of services provided as stated in the contract. Often, tourists have little idea what they are actually purchasing, and hotel staff do not clearly formulate their obligations to provide the full range of hotel services paid for by the client.
8.2 Rules for consideration of claims and complaints
So, special attention should be paid to handling guest complaints. Even the most unexpected complaints should not be ignored, because according to studies conducted International Association customer service in the USA, 91% of dissatisfied customers will never use the services of this hotel again and, in addition, will tell at least nine interlocutors about everything. 54-70% will use the hotel again if their complaints are satisfied. And if they are satisfied very quickly, then this figure increases to 95%.
Thus, when considering complaints, you must follow a few fairly simple rules:
The guest must be listened to sympathetically, with special attention.
If possible, it is necessary to isolate the dissatisfied guest so that others cannot hear his complaints.
Frequently call the guest by name and patronymic. Psychologists say that one’s own name is one of the main values for a person.
If a guest is angry, staff should not enter the room alone.
Hotel staff should not make promises beyond their authority.
While listening to the guest, you need to take notes. By recording key facts, the employee can decide who else can get involved in resolving the problem, and will also demonstrate attention and accuracy in serving the guest.
The staff must accurately determine the time of fulfillment of the request and communicate it to the guest.
Be sure to follow up on the resolution of the problem if it is forwarded to someone.
The person who accepted the application must report the solution to the problem.
If a problem cannot be resolved, staff should acknowledge this as early as possible.
The team should regularly conduct role playing games, where possible conflict situations will be worked out.
All complaints must be recorded in appropriate logs.
8.3 Taking measures to deal with conflict situations with clients
If deficiencies in the service provided are detected, the consumer, in accordance with the legislation on the protection of consumer rights, has the right to demand, at his choice: free elimination of the deficiencies in the service provided; a corresponding reduction in the price of the service provided; repeating the work; termination of the contract and compensation for losses; reimbursement of expenses incurred to eliminate the deficiency of the service on your own; compensation for moral damage. The claim is submitted to the hotel and registered in the journal of incoming documentation (or against signature to the responsible person). If within the established period (10 days after receiving the complaint) the guest has not received a response or received an answer that does not suit him, he can contact the authorized government bodies or to court. The court is a last resort in resolving conflicts and disputes.
8.4 Carrying out relevant organizational and technical measures
After the guest has expressed his complaint, the administrator gives appropriate instructions to the relevant hotel services to eliminate the deficiency. The administrator tells the guest how long it will take to resolve his complaint. It should take as little time as possible to resolve all problems.
In order for the guest to have a pleasant impression of the hotel, despite his complaints, compliments are brought to his room as an apology: a cup of coffee, a vase of flowers, fruit. If something serious happens, the guest can be given a discount on accommodation, free breakfast in the restaurant, or a bottle of champagne in the room.
Conclusion
During the internship, theoretical knowledge was consolidated,
Regulatory and legal documentation regulating the activities of hotel officials.
Professional service standards.
Organization of a hotel administrator's workplace.
Specifics of the activity of an administrator in a hotel.
Methods of offering basic and additional services in a hotel.
Methods for monitoring the administrator's execution of management instructions.
Rules for communication with hotel clients.
Rules for handling claims and complaints from customers related to dissatisfied customer service.
Organization of guest services during the stay.
Catering for guests.
Management of departments' activities.
Industrial practice at the Hotel allowed not only to consolidate the theoretical knowledge acquired at the College, but to plunge into the atmosphere of hospitality, which is the basis of the mood of the Hotel staff.
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Who is the first person a client sees when crossing the threshold of the salon? Administrator! The administrator should “present” the salon procedures with his appearance, but the main thing is not to overdo it. Where is the line, crossing which a well-groomed woman turns into a caricatured anti-advertising for her salon. What should a beauty salon administrator really look like? The first rule to remember is: moderation is good in everything!!
Rules from Evelina Khromchenko
Hair: should always be washed, freshly colored (no regrown roots or dull color), trimmed and styled.
Manicure: nails of maximum medium length, coated with pastel shades of varnish.
Makeup: everyday, i.e. easy. Smokey eyes and bright lipstick, such as cyclamen or red, can cause an aggressive reaction.
If there is a solarium in the salon, then the skin should acquire a light tan.
Clothes: fashionable, preferably monochromatic, a combination of at least three colors is acceptable. And, of course, not flashy shades such as orange, red, etc. If the salon has a dress code, then it's simple. ideal option. The neckline is not deep, the skirt is not above the knee. The blouse can be worn with 1 or 2 buttons unbuttoned. According to the psychology of communication, this allows you to avoid the impression of “closedness” when talking with a client.
