Hotel business and tourism. Hotel and restaurant business: what to take and list of educational institutions. Subjects studied by students

The most common entrance exams:

• Russian language
• Mathematics (basic level)
• Social studies is a core subject, at the choice of the university
• History - at the choice of university
• Computer science and information and communication technologies (ICT) - at the university's choice
• Foreign language - at the choice of the university

The popularization and mass distribution of tourism in the world, cooperation with foreign partners and other factors require the presence of qualified specialists who would be well versed in hotel business and management of the tourism business in general. That is why this specialty attracts many applicants, who (subject to good training) are guaranteed to be successfully employed.

The most common admission exams

To enroll in the specialty “Hospitality,” applicants are asked to pass exams or pass Unified State Exam results in three subjects. The profile exam is social studies, since training involves studying large quantity social disciplines.

Other mandatory exams are Russian and history. Some universities are replacing history with computer science and ICT. At the discretion of the educational institution, a foreign language exam may be offered.

Brief description of the specialty

A specialist in this area can be involved in organizational, managerial or production technical professional activity. Students study a number of disciplines that allow them to form professional competencies. However, an important role in the training of specialists is given to the formation of the culture of the future hotel employee. Therefore, among the disciplines you can find conflictology and psychology business communication. During the learning process, students participate in various trainings, undergo several internships, including abroad (depending on the specific university), and learn two foreign languages.

Large universities

The most famous educational institutions that train specialists in the specialty 43.03.03 “Hotel Management”

• Russian State University physical culture, sports, youth and tourism;
• Voskresensk Institute of Tourism (branch) of the Russian international academy tourism;
• Moscow State Institute of Tourism Industry named after Yu.A. Senkevich;
• Academy of Labor and Social Relations;
• Russian State University of Tourism and Service.

Terms and forms of training

Training involves the following forms: full-time, part-time and part-time. The duration of full-time study is 4 years, in other forms - from 4 years 4 months to 5 years. After receiving a bachelor's degree, you can continue your studies in this specialty at a master's degree.

Subjects studied by students

During the training process, students master six cycles of disciplines and separately physical education.

These are the following cycles:

• humanitarian,
• social,
• economic,
• mathematical,
• natural science,
• professional.

Each of the above cycles includes a basic and profile part. The disciplines of the basic part of the cycles include philosophy, logic, history, psychology, life safety, economics, marketing, foreign language, computer science and others.

Thanks to the specialized part, the student receives good professional training and the opportunity for successful further education. Such disciplines are determined by the university depending on the specific profile of study.

Profile disciplines may be as follows::

• logistics, hotel industry technologies,
• hotel animation,
• public relations in the industry,
• basics of entrepreneurship,
• hotel personnel management,
• business planning and others.

A number of disciplines are offered to students to choose from depending on what directly interests them in the hotel business. This could be the basics of service science, sales management, marketing in the hotel and tourism industry and others.

Gained knowledge and skills

A bachelor's degree in hotel management acquires the following knowledge and skills during the course:

Who to work with

Bachelor's graduates are employed in various organizations and companies in the hotel and tourism industry and occupy positions of director, department manager, specialist in sales, planning, development, marketing and advertising departments. The specialty also implies successful entrepreneurial activity.

The next area of ​​employment is hotels, hotels, sanatoriums, recreation centers, health and resort complexes.

Here graduates can take the following positions:

• supervisor,
• administrator,
• manager,
• head of the reservation, accommodation, service department,
• personnel manager, etc.

You can find a job both in resorts or large cities of our country, and abroad. The choice of country may depend on the second study foreign language. Salaries start from 30 thousand rubles for service managers and from 40 thousand rubles for hotel managers. For large hotels and popular tourist destinations, these figures almost double.

There is a prospect of building a career vertically (from personnel manager to manager) and horizontally (with a transition to larger and more popular hotels).

Tourism and Hospitality Course Program

Organization of hotel business

1. Introduction to the hospitality industry.
   • 1.1. Fundamentals of marketing in the hospitality industry. Definition of the hospitality industry. The main purpose of marketing in the hospitality industry. The concept of “service” and its main specific feature.
   • 1.2. Rules for the provision of hotel services in Russian Federation. The concept of "hotel". Hotel classification. Number of rooms. European standard.
   • 1.3. Management structure of a modern hotel. Services, departments, divisions of the hotel. The relationship between them.
   • 1.4. The emergence and development of the hotel industry. Hotel and tourism business, its place and role in the economy. Its influence on the development of industries. The most unusual hotels in the world.
2. Reservation and accommodation service.
   • 2.1. The role and place of the reservation and accommodation service in the overall management structure of a modern hotel. Service organization. Job Descriptions personnel of this service.
   • 2.2. Technical means to ensure the operation of the service (fax, telex, computer, copier, etc.) Office equipment.
   • 2.3. Four cycles in guest service.
   • 2.4. Reservation (booking). Types of reservation. Reservation methods and technology. Confirmed reservation. Booking fee.
   • 2.5. Reception and accommodation of guests (check-in).
   • 2.6. Registration and its procedure. Preparation of documents. Features of registration and registration of foreign citizens, citizens of Russia and citizens of the CIS.
   • 2.7. Room rates. Published and corporate prices. Discount systems. Payment methods (cash, bank transfer, payment by vouchers). Payment documents. Working with credit cards.
   • 2.8. Key farm. The procedure for issuing keys. Ensuring the safety of guests' property. Organization of storage of valuables.
   • 2.9. Services provided to guests during their stay (minibars, laundry). Providing additional and personal services catering, transport and excursion services.
   • 2.10. Familiarization with the work of the business center, service bureau, health center, hairdresser, room - service, restaurants, bars in the hotel.
   • 2.11. Checking out guests (preparing and carrying out the checkout operation).
   • 2.12. Payment for accommodation, additional services, telephone conversations.
   • 2.13. Charging fees for damage and loss of hotel property by clients. Methods to eliminate the loss of income by the hotel. Documentation (invoices, registration books, forms, etc.).
   • 2.14. Operator work telephone communication. Communication norms.
   • 2.15. Ensuring the safety of guests. Doorman service and security service. Night audit at the hotel. Non-standard situations, control over them. Behavioral patterns of people in stressful situations. Organization of medical care for guests.
3. Administrative and economic (floor-by-floor) service of a modern hotel.
   • 3.1. Composition of the service. Job descriptions of service personnel. Sanitary and hygienic requirements for the maintenance of rooms and public premises.
   • 3.2. The latest trends in floor-to-floor guest service technology.
   • 3.3. Different kinds cleaning: routine, intermediate, evening, general. Sequence of room cleaning. Harvesting technology.
   • 3.4. Key farm. Abandoned and lost items. Storage. Return procedure.
   • 3.5. Hospitality items for one-time consumption in a branded design, promotional materials, their placement, quality control of cleaning and technical condition of rooms.
   • 3.6. Working with linen (storing clean linen, collecting and accounting for used linen, sending it to the laundry, working with residents’ personal linen).
   • 3.7. Serving high-ranking guests (VIP guests).
   • 3.8. Maid's work trolley, equipment, accessories, cleaning mechanisms, equipment, detergents, their characteristics. Standards for the consumption of household materials, requirements for their rational use.
   • 3.9. Guest complaints (cards for surveying guests about the quality of service).
   • 3.10. Labor protection, safety precautions, fire safety rules in the fire service.
4. Rules internal regulations for hotel workers.
   • 4.1. Requirements for hotel employees. Recruitment for the hotel business. Legal basis. Rights and responsibilities of hotel employees.
   • 4.2. Recommendations for writing resumes and questionnaires. Practical advice, an analysis of the questions most often asked during interviews in hotel HR departments.
5. Test (interview).

Organization of tourism business

1. Legal aspects of tourism business
   • 1.1. Normative base to ensure a quality service system in tourism business. Law on Consumer Protection". the federal law“On the basics of tourism activities in the Russian Federation.” Other regulations, rules, recommendations.
   • 1.2. Basic terminology of the tourism services market.
   • 1.3. Organs government controlled tourism.
2. Participants in the tourism process
   • 2.1. Contractual relations with foreign partners (travel agency, hotel, restaurant, excursion bureau, etc.). Procedural issues. Reception of objects.
   • 2.2. Tour operator company. Agent network.
   • 2.3. A travel agency as a travel agency is an intermediary. Agreement between them (travel agency agreement). Rights, duties and responsibilities.
   • 2.4. The client is the central figure of the tourism process, the consumer of the tourism product.
3. Types of travel in international, inbound and domestic tourism
   • 3.1. Tourism is a branch of the national economy.
   • 3.2. Educational types of tourism. Education.
   • 3.3. Travel as active recreation and health improvement.
4. Development and selection of tourist programs
   • 4.1. Tours abroad, Excursion routes, Holiday tours, Combined trips, Bus tours, Cruises (sea, river), Winter tours, Tours for schoolchildren, Business tours: Shop tours, Educational tours, Individual trips (special programs), Entry tourism, Features of receiving and servicing foreign tourists in the Russian Federation (Main routes, Business tourism), Domestic tourism.
5. Contract for tourist services
   • 5.1. Package of documents. Tourist package.
   • 5.2. Contents of the agreement with the client. Voucher.
   • 5.3. Mandatory and additional services.
   • 5.4. Penalties.
6. Relationship with the client
   • 6.1. Professionalism, moral and psychological aspects communication.
   • 6.2. Awareness, the right to choose.
   • 6.3. Consideration of claims, comments and complaints. Protecting the rights of tourists and the interests of the company.
   • 6.4. Medical insurance. Other types of insurance.
7. Quality of service and security of services
   • 7.1. Safety of life, health, environment; safety of property.
   • 7.2. Security of the process of performing tourist services (planned and additional).
   • 7.3. Service quality system. Sociological research.
   • 7.4. Forms and methods of control.
   • 7.5. Control authorities.
8. Compliance with host country laws, rules and customs
   • 8.1. Legal, moral and ethical aspects. General provisions. Specifics of a particular country. Responsibility of the tourist.
9. Hotel service
   • 9.1. Classification of enterprises providing accommodation services.
   • 9.2. Technological scheme for serving tourists in a hotel.
   • 9.3. Rules for the provision of hotel services (ordered and additional).
   • 9.4. Regime and security.
   • 9.5. Responsibility of the parties under the contract (complaints, claims).
10. Catering
    • 10.1. Technology and organization of catering for tourists. Types of food.
    • 10.2. Requirements for food quality and safety.
    • 10.3. Responsibility of the parties under the contract (complaints, claims).
11. Transport services for tourists
    • 11.1. Classification of transport travel and Vehicle(air, railway, buses).
    • 11.2. Procedure for booking tickets. Charter transportation.
    • 11.3. Transfers. Meeting and seeing off tourists.
    • 11.4. Safety during transport travel.
12. Excursion service
    • 12.1. Types of excursions.
    • 12.2. Technology for preparing and organizing excursions (planned and optional).
    • 12.3. Safety rules for excursions.
    • 12.4. Quality of excursions (client accounting, content, clarity, etc.).
    • 12.5. The role of the tour guide, group leader. Review of claims.
13. Passport and visa issues
    • 13.1. General foreign passport (OPP).
    • 13.2. The order of registration, important “details”.
    • 13.3. Responsibility for the power of attorney of the firm and the client.
    • 13.4. Procedure for registration and receipt of exit visas. Schengen visa. Visa-free or simplified entry into the country.
    • 13.5. Customs control at entry and exit.
    • 13.6. Customs formalities (country specifics).
    • 13.7. Preferential regimes.
    • 13.8. Luggage transportation, cargo delivery by cargo.
    • 13.9. Customs prohibitions. Sanitary and epidemiological control.
14. Competitiveness of a travel company
    • 14.1. Preparation of tourism products for sale.
    • 14.2. Pricing, calculation of travel services. Profitability and profit.
    • 14.3. Tourist advertising. Types of advertising, rules of conduct advertising campaign. Advertising requirements.
    • 14.4. Taxation issues.
15. The procedure for forming a travel company
    • 15.1. Development constituent documents. Company registration. Charter of the company.
    • 15.2. Licensing of activities.
    • 15.3. Tourism product certification.
    • 15.4. The procedure for liquidating travel companies.
16. Staffing tourist and excursion services
    • 16.1. Civil relations. Labor Code of the Russian Federation.
    • 16.2. Rights and responsibilities of employees. Inner order rules. State structure. Job descriptions. Qualification requirements. Working conditions and remuneration. Operating mode.
    • 16.3. Organization technological process travel agency work. Office work.
    • 16.4. Reporting to higher authorities(tax office, other government services).
17. Features of tourism business management.
18. Prospects for tourism development
    • 18.1. International and domestic tourism in market conditions. Trends.
19. Review computer programs, used in the practice of travel agencies.
    • 19.1. Introduction to the Master Travel Agent program.
    • 19.2. Practical lesson. Booking tours: on-line booking procedure using the example of a separate website.
    • 19.3. Practical lesson: tour designer.
    • 19.4. Tourist search engines.
20. Test (interview).

When choosing a specialty, you should decide on your specialization: you can become an organizer or, these are different areas in the service sector. Specialists with an economic profile are engaged in developing strategy and pricing policy, thanks to which the catering enterprise will be able to withstand the fierce competition that exists in this area. Those who specialize in organizational areas will be responsible for recruiting and training staff, performing administrative functions and generally being responsible for the successful operation of the restaurant.

Which Moscow universities train restaurant specialists?

When entering the specialty "Organization of restaurant business" you will need knowledge of foreign and Russian languages, as well as history and geography; to enter the economic specialty you also need to have a good knowledge of mathematics. During the exams, you will need to pass a test in two subjects and an interview to determine your professional suitability.

Study abroad

Restaurant business will be successful if you choose the right format of the establishment (cafe, bistro, restaurant). Also, its success depends on the unmistakable choice of the most popular specialization (national cuisine, seafood, steaks). Another important aspect is the choice of region. Today, Italian restaurants are in greatest demand, followed by restaurants of Caucasian cuisine. Japanese and Chinese cuisines, although they continue to be popular, are already a downward trend.

You will need

• concept of a future restaurant, business plan, marketing plan, premises, equipment, products, personnel.

Instructions

Choose a room that will match the format of the establishment. The main selection criteria are the availability of client flows and a suitable internal one. It should also be possible to divide the area into three main parts: production, office and hall. Many beginning restaurateurs at this stage admit one irreparable mistake. In an effort to place the maximum number of seats in the hall, they “rob” production areas, combine hot and cold workshops, and reduce the number of utility rooms. As a result, regulatory authorities do not issue permission to open an establishment, everything has to be redone.

Invite a designer, draw up a technical plan, which will indicate the main utilities that are tied to the technological equipment. Be sure to provide a good exhaust hood - without it it is extremely difficult to work in a hot shop, and the room is not entirely comfortable.

Buy technological and retail store equipment. The first group includes refrigeration, thermal, mechanical. The second includes coffee making and beer dispensing. Also, be sure to purchase an automation system. Which program to choose depends on your capabilities, as well as on your planned bandwidth. As a rule, specialists who install the automated control system will also help with training to work with it.

Get permits Rospotrebnadzor and fire inspection. If an enterprise operated in the premises before you, as a rule, no special problems arise with the supervisory authorities. But if you change your profile, they are very possible. In this case, you should carefully listen to the requirements, correct the shortcomings and reapply for consideration of your issue.

Create a staffing schedule. If your restaurant is a small cafe, some positions can be combined. For example, a bartender can also be an administrator, and a chef can also be a manager. However, everything is very individual and depends not only on the specifics of the establishment, but also on the personalities of certain employees. To avoid

The unprecedented demand for services in the hospitality sector has led to the fact that a qualified and truly skilled tourism specialist is worth his weight in gold in Russia and abroad. To obtain higher education, meeting international standards, it is worth carefully studying the offers of European and American universities.

A future tourism manager needs to undergo training in an international environment. National composition of participants curricula foreign universities meet this requirement.

Russian universities are not able to compete with Western universities, which have been training professional managers in the field of tourism for several decades. Higher education abroad represents the quintessence of theory and practice, because each program is based on real experience and latest developments specialists in the field of tourism. In addition, traditionally successful and innovative customer service models are used to develop the skills needed in this area.

Bachelor's students at the Hotel Institute Montreux at a lecture (Switzerland)

Tourism education abroad: key points

Tourism education is comprehensive. In most cases, students work using the case study method, that is, they are immersed in specific situations characteristic of working in their chosen specialty. Students learn to analyze and easily adapt to changes in the situation in order to find the most rational and effective ways problem solving. Analysis of “cases” allows you to train your skills by studying in an unusual, productive and interesting format of classes.

A particularly prestigious tourist package can be obtained in Switzerland. This country has ideal conditions for creating and promoting a business in the hospitality sector, which means that unique programs are ready here for an in-depth study of the features and prospects of this industry. Switzerland offers the most big choice specialties, and their list is constantly expanding in accordance with the requirements of the time.

Practical classes at Culinary Arts Academy Switzerland (Switzerland)

• preparatory courses for applicants
• bachelor's degree
• master's degree
• refresher courses

Each of these areas is designed to train modern and success-oriented specialists who can bring creative and sought-after ideas to the tourism business.

Studying in Switzerland includes programs that develop time management skills, corporate responsibility, discipline. All this serves as the key to success in the future.

Practice as a tourism specialist

Top universities in Switzerland are equipped with special classrooms, for example, similar to reception desks. They also work closely with both small and very influential hotels, restaurants, entertainment centers. More than 50% of study time is devoted to practicing skills in practice, because education in the field of tourism includes numerous internships both in the country of study and abroad.

MBA course at Glion Institute of Higher Education - a bright period of life (Switzerland)

Among the universities in Switzerland offering to study tourism and hotel service, Glion Institute of Higher Education, Cesar Ritz Hotel School, Hotel Institute Montreux, Les Roches International School of Hotel Management are especially popular. These are recognized industry giants producing truly qualified personnel, which are ready to work anywhere in the world. Studying at the Swiss Hotel Management School, School of Hotel Management IHTTI, Swiss School of Tourism and Hospitality is also in deserved demand among foreigners. The competition for their branches is very high.

Prices for education in the field of tourism

Education in Switzerland depends on programs, number of internships and other factors. The cost varies from 35,000 to 70,000CHF (Swiss francs) per year.

The wide range of prices is due to the high status of some universities, studies in which are much more expensive, but will be a huge plus when finding a job.

If you dream of studying in England or the USA, studying tourism and obtaining higher education in these countries, then the choice of universities is almost as impressive as in Switzerland. In the USA, it is worth noting the influence of Colorado State University, Oregon State University and the University of South Florida.

In England, you can achieve mastery in any specialty related to the field of hospitality by graduating from the University of Exeter, Regent's University London, University of Surrey or London South Bank University.

More and more managers are deciding to get a second higher education in the field of tourism, as this provides a brilliant opportunity to improve their chances of success in this promising industry.

Hotel business, culinary arts, hotel and restaurant management, as well as sports, entertainment and event management can be studied within additional education, for example, in courses for management staff. StudyLab recommends tourism education sociable, positive and purposeful people who dream of finding their calling in working with people.

Submit your application for training right now and get absolutely free access to the first lesson, where we will tell you 11 secrets from successful hoteliers for increasing sales of hotel services!

That is why the requirements for a hotelier are especially high... For successful work, it is not enough to have clear knowledge of theory and practical skills; you also need to be able to manage staff well, understand the legislation, and analyze offers and market needs.

You will be able to fully master the key skills and knowledge for success in the hotel business as soon as you complete the “Hotelier” course at the Institute of Hotel Business at the MBA CITY Business Academy!

The complete “Hotelier” course, developed by the best hotel business specialists specifically for your training, takes into account every useful detail: from job descriptions for hotel staff to the ability to understand the taxation system. These fundamental, as well as many other disciplines and knowledge important for success, will become indispensable both for the success of your business and for increasing your personal professional competence.

Students of the “Hotelier” course at the school of hoteliers at the MBA CITY Business Academy will effectively and quickly receive a high-quality education in hotel business, get acquainted with the specifics of hotel services, become familiar with the classification and categories of hotels, reception and accommodation services. You will learn the skills fundamental to a successful hotelier, become familiar with key service standards and learn the principles of evaluating the performance of hotel staff.

The general course of hotel business “Hotelier” at the Moscow Institute of Hotel Business MBA “CITY” is your real chance to study in hotel business, receive a diploma in hotel business and get closer to the world of successful hoteliers!

In order for you to gain knowledge in the profession of “Hotelier” in the most comfortable way, the Institute of Hotel Business invites you to choose personal form training:

● Distance learning. A distance course at the Institute of Hotel Business from the MBA CITY Business Academy is the most convenient form for those who want to become a successful hotelier in the shortest possible time. The course program contains complete and up-to-date information sufficient for successful management of the hotel business. . Future hoteliers, during their correspondence education in the hotel business, get acquainted with valuable text lessons, supported by tables, graphs, diagrams, audio and video, dedicated to the keys for a successful hotelier professional knowledge and skills. Thanks to a clear and detailed multimedia presentation of the material, you can effectively master the knowledge on your own. Distance general course vocational training“Hotelier” from the MBA CITY Business Academy - your opportunity to master the training program in a quality manner and the shortest possible time become a professional in the hotel business!

● Full-time distance learning in a group. Combine business with pleasure by choosing this type gaining knowledge. IN effective program course “Hotelier” at the Institute of Hotel Business at the Business Academy MBA CITY You will attend full-time training courses in the hotel business. Classes take place in our training center, in specially equipped and comfortable classrooms. You will be effectively introduced to the material during practical exercises, trainings and role playing games dedicated to mastering the profession of a hotelier. The course is taught by an experienced teacher-practitioner who will share with you the professional secrets of the hotel business. Classes are held in groups of up to 10 people. For more detailed study and repetition of the material, listeners via Personal Area access to the distance learning program for the general hotel business course “Hotelier” from the MBA CITY Business Academy is also available.

● Individual/corporate full-time and distance learning. Do you value a personal approach? The most useful personal training program will be developed especially for you, which will include the disciplines that you need. A personal schedule and training course for the “Hotelier” profession, compiled on an individual request, will allow you to use your time as efficiently as possible, while also saving your money. Study the necessary disciplines remotely, at a convenient pace and rhythm. A corporate uniform will be the most useful for employees, motivating the entire team for professional and personal growth at once!

Whichever option you prefer, you can be sure: specialists from the Institute of Hotel Business from the MBA CITY Business Academy will help you learn all the basics of the fascinating and exciting world of the hotel business as quickly and with pleasure as possible.

Due to the widespread development of the hotel business, competition in this segment is especially high. In order to obtain the necessary qualifications and become part of the rapidly developing, relevant and profitable field of the hotel business, it is imperative to undergo the appropriate training.

That is why, with the help of the general hotel business course “Hotelier” from the MBA CITY Business Academy, you can become a particularly valuable specialist. Learn the art of presenting your offer in a light favorable to the consumer, learn all the secrets of doing business in the hotel industry and become indispensable!

At the end of the training, students receive a state diploma with an international supplement on advanced training in the hotel business and completing the “Hotelier” course.

License for educational activities №038379

HOTELIER training course program

2. Current state and development of the hospitality industry
2.1 Definition and structure of the hospitality industry
2.2 External and internal factors in the development of the hospitality industry
2.3 Seasonality factor in tourism business
2.4 Basic modern tendencies in the hospitality industry
2.5 Four global models of hospitality
2.6 Models of hotel business organization
2.7 Classification and specifics of hotel services
2.8 Features and structure of the hotel product

3. Classification and structure of hotel enterprises
3.1 Categorization of hotels and classification by category
3.2 Classification of hotels in different countries of the world
3.3 Classification of hotels by comfort level
3.4 Hotel typology
3.5 Functional purpose of hotels
3.6 Functional requirements for hotels
3.7 Hotel life support

4. Hotel industry of the Russian Federation
4.1 Features of the Russian hotel classification
4.2 Hotel industry in Russia
4.3 Famous hotel chains represented in Russia
4.4 Hotel industry in Moscow
4.5 Hotel industry in St. Petersburg

5. Characteristics of services hotel company
5.1 general characteristics hotel services
5.2 Booking service practices and booking risks
5.3 Features of negotiating with representatives of travel agencies
5.4 Reception and accommodation service: role, structure, requirements, norms, calculations
5.5 Rooms maintenance and operation service
5.6 Security service: crime investigation and emergency response
5.7 Hotel engineering and technical service
5.8 Job descriptions of hotel staff

6. International standards of hotel service
6.1 Principles for assessing quality services
6.2 Service standards as a factor for successful competition
6.3 Telephone etiquette standard for hotel employees
6.4 Standard appearance hotel employees
6.5 Standard of conduct for hotel employees
6.6 The check-in, check-out and booking procedure as an important component of the guest’s experience at the hotel

7. Rules for successful staff work with clients
7.1 Professional ethics hotel workers
7.2 Necessary personal qualities to work in a hotel
7.3 4 types of clients: how to find the right approach
7.4 Considerations that guide clients when choosing a hotel
7.5 Features of contact between hotel staff and clients
7.6 Difficult guests and principles of competent work with them
7.7 Complaints in the hotel industry and how to resolve them
7.8 "Tourist racket" and legal registration complaints

8. Organization and operation of the hotel restaurant service
8.1 Infrastructure of the restaurant complex
8.2 Benefits and losses of outsourcing
8.3 Waiter procedures and standards
8.4 Organization of room-service work
8.5 Organization of document flow and accounting of restaurant service dishes
8.6 Keeping records of minibar products
8.7 Classification of incentives (compliments) for hotel guests

9. Additional hotel services and ways of providing them
9.1 Types and technologies for implementing animation programs
9.2 Resort animation
9.3 Methods of organizing meals for tourists in hotels
9.4 Provision of ticket booking services
9.5 Provision of transfer services and pick-up and drop-off services
9.6 Features of organizing excursion services for guests

10. State and hotel business: obtaining a license and certification
10.1 Licensing process hotel activities
10.2 Definition of standardization and hotel standards
10.3 Schemes and documents for hotel certification
10.4 International certification and classification of hotels
10.5 Indicators of the quality of hotel services
10.6 International directions for creating quality services

11. Success and competition in the hotel business
11.1 Determination and evaluation of hotel business efficiency
11.2 Types of competition in the hotel business
11.3 Methods of competition: how to beat competitors
11.4 Building competitiveness

12. Forms and methods of managing a hotel enterprise
12.1 Forms of hotel management: contract, franchising, rent, joint stock companies, syndicates, consortia
12.2 Organizational structure hotel management
12.3 Developing an individual style and management method
12.4 Planning methods and functions
12.5 Creating a favorable atmosphere to motivate employees
12.6 Management control and making adjustments
12.7 Developing leadership leadership
12.8 Quality management of hotel services

13. Acceptance management decisions at the hotel
13.1 Content and types of management decisions
13.2 Decision making process
13.3 Decision-making methods
13.4 Individual decision-making styles
13.5 Conditions for the effectiveness of management decisions
13.6 Organization and control over the execution of decisions

14. Finance and working capital of hotel enterprises
14.1 Economic indicators of the hotel
14.2 Components of a hotel product
14.3 Work of the analytical service in the hotel
14.4 Fixed assets of a hotel enterprise
14.5 Nature and composition working capital hotels
14.6 Financial resources and profit of hotel enterprises
14.7 Estimation of the cost of hotel services
14.8 Organization of accounting at hotel enterprises

15. Business planning and hotel budgeting
15.1 Development of a business plan and its implementation
15.2 Budgeting as a technology financial planning
15.3 Purpose and implementation of controlling
15.4 Process-oriented budgeting and costing
15.5 Achieving Excellence by Eliminating Waste
15.6 Planning for production expansion

16. Marketing in the hotel business
16.1 GDS and ADS systems: meaning and benefits
16.2 Monitoring competitors and analyzing the hotel services market
16.3 Effective Internet marketing of a hotel
16.4 Formation of customer loyalty programs
16.5 Cyclicity scheme in marketing

17. Hotel security system
17.1 Creation of a unified integrated security system in the hotel
17.2 Safety concept
17.3 Creation of a fire safety system
17.4 Organization of fire alarms in a hotel
17.5 Maintaining good condition of hotel electrical systems

18. Selection and staffing of the hotel
18.1 Recruitment: concept, types, methods
18.2 Conducting surveys and interviews
18.3 Rules for selection for linear and leadership positions
18.4 Methodology for diagnosing aggressiveness and self-control
18.5 Methodology for diagnosing self-esteem and personality orientation
18.6 Detection technique leadership qualities and organizational skills
18.7 Methodology for determining leadership style

19. Training and assessment of hotel personnel
19.1 Methods and techniques for training new employees
19.2 Professional adaptation of personnel
19.3 Training and exercise programs for hotel personnel
19.4 Methods for assessing and questioning employees
19.5 Conducting certification and its methods

20. Hotel personnel management and remuneration
20.1 Principles and methods of personnel management
20.2 Basic principles of people management
20.3 Enterprise support labor resources
20.4 Conclusion employment contracts
20.5 Arrangement and distribution of workers
20.6 Forms and systems of remuneration
20.7 Procedure for accruing funds for wages
20.8 Foundation wages hotel company

21. Tax system and hotel taxation
21.1 Types of taxes and fees
21.2 Taxes from the net profit of the enterprise
21.3 Value added tax
21.4 Taxes on product costs
21.5 Taxes on financial results activity of the enterprise
21.6 Features of taxation of hotel enterprises

home » Earn money online » Hotel business and tourism. Hotel and restaurant business: what to take and list of educational institutions. Subjects studied by students