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Service personnel requirement. General requirements for service personnel according to state standard Basic requirements for service personnel

The requirements for the personnel of public catering establishments are determined not only by the organization itself, they are also dictated by GOST. Catering establishments are places where many people come, expecting not only to enjoy delicious food prepared in the right conditions, but also to receive high-quality service. There are state standards that such enterprises must comply with, and these standards also specify the requirements for personnel.

It is important to note that for all the exactingness and strictness of GOST, catering establishments - canteens, cafes and restaurants - nothing prevents them from maintaining their own style and making additional requirements when hiring staff.

The staff at catering establishments includes not only the cook, waiters and kitchen workers. All workers are divided into three categories:

administrative staff, which includes the director, accountant and managers;
service personnel, which include those employees who are in contact with customers and are directly responsible for the quality of service in the institution - administrators, waiters, head waiters, bartenders and barmaids;
production personnel, this category includes cooks, technologists, sushi chefs, culinary specialists, confectioners, etc., that is, those who are engaged in cooking.

General requirements for employees of all categories

There are such requirements that apply to employees of public catering enterprises when hiring, regardless
which category they belong to.

First of all, a sufficient level of professional training is required, which guarantees the employee's knowledge of all the theoretical and practical features of the profession. So, cooks must have certificates of graduation from educational institutions in the profession of a cook. This specification must be strictly observed.

Observance of sanitation is mandatory, which implies the presence of a valid medical book for all staff, including waiters and hall workers. This means that the company obliges the employee to comply with the rules of personal hygiene and cleanliness of the workplace. Personal hygiene is very important. For example, cooks are prohibited from having long fingernails and manicures, and from keeping personal items such as cell phones on work surfaces in the kitchen.

All workers must be made aware that they must comply with health and safety regulations in their workplace. Such training should be carried out by the company itself for its employees.

Requirements for production personnel

The most stringent requirements are imposed on those who work in the kitchen and are engaged in the preparation of food and cooking for the guests of the institution.

In particular, such employees should always wear only sanitary clothing and footwear at their workplace. They cannot work in their home clothes. At the same time, such clothes and shoes should undergo regular dry cleaning in order to always be without traces of any contamination. Company logos or badges may be placed on such clothing.

At the same time, it is forbidden to go out into the hall in sanitary clothes and communicate with consumers of catering services.

All personal clothing of personnel in which people come to work should be stored during the day in a specially designated room.

If catering workers show signs of illness, cuts or burns on their hands, the administration of the organization should immediately find out about this and immediately remove this employee from work until he fully recovers.

Service personnel requirements

The service staff of a public catering enterprise - waiters, administrators, bartenders - is constantly in contact with visitors, so the success and profitability of the business largely depends on its literacy and professionalism.

The main characteristics of such workers are the ability to be polite, tactful, friendly even during conflict situations. Such staff should be available to assist guests, for example disabled guests, if necessary.

Waiters must have an impeccable knowledge of the menu, including the ingredients and how each dish is prepared.

Administrators must have the skills to deal with complaints and complaints from guests, as well as be responsible for the correct and coordinated work of all employees.

Requirements for administrative staff

Personnel management in a catering establishment is the responsibility of administrative staff. The competent organization of the activities of the entire institution depends on it.

Such employees should be able to monitor the effectiveness of the activities of employees and production, know the methods of introducing new, modern technologies, control the quality of service and conduct safety briefings at the workplace.

Administrative personnel must carefully monitor compliance with the requirements of labor protection and sanitary condition of the enterprise and its employees.

One of the most important requirements is knowledge of the technological process, the procedure for developing and compiling menus, skills in determining the norms of loss of raw materials. Thus, a technologist or process engineer must be able to monitor the quality of products used in the preparation of dishes, semi-finished products and other culinary products made by employees. They are also responsible for grading and organoleptic testing, which must be carried out within the established time frame by all organizations working in the field of catering services.

The requirements for the warehouse manager are the ability to properly organize warehouse management and equip storage facilities, as well as supply the organization with material resources that are necessary for uninterrupted activities.

The warehouse manager must know all the standards and specifications that stipulate the storage of products and semi-finished products. He must also be able to systematize and properly save all incoming documents to account for raw materials stored and used. The head of the warehouse is responsible for monitoring the correct operation and timely repair of warehouse and refrigeration equipment. In the event of breakdowns, the warehouse manager must immediately report this to the management and call repair specialists.

The main requirement for the storekeeper is the ability to receive incoming food products, check documentation on site and distribute stocks.

Additional requirements

It is important that all staff know how to properly store the products from which dishes are prepared for the guests of the institution.

First of all, personnel should monitor the presence of labeling on all food products that are stored and used. He must control the quality of these products and their timely write-off.

When receiving packaged products, it is necessary to control the correctness and integrity of the packaging. An important requirement is knowledge of the rules of the commodity neighborhood when storing ready-made dishes, preparations and semi-finished products.

According to GOST, service personnel include: head waiter, waiter, bartender, bartender, cashier, cloakroom attendant and doorman.

Their work is judged by:

- by the level of professional training and qualifications, including the ability to apply theoretical knowledge in practice;
- by the ability to lead (for head waiter);
- on knowledge and observance of professional ethics of behavior;
- on knowledge of normative documents exercising state control over the activities of public catering enterprises.

Service personnel must ensure the safety of life and health of consumers, as well as preserve their property when serving at catering establishments.

The following requirements apply to service personnel of all types and classes.

1. Knowledge and observance of job descriptions and internal regulations at catering establishments.
2. Compliance with the requirements of sanitation and the rules of personal hygiene and workplace hygiene.
3. Knowledge of and compliance with fire safety measures, labor protection and safety regulations.
4. Possession of a common culture, observance of professional ethics in the process of servicing consumers.
5. Knowledge of the requirements of regulatory documents for products and services of public catering
6. Advanced training of all categories of workers at least once every 5 years, except for the cloakroom attendant and doorman.

All employees of public catering enterprises periodically undergo a medical examination and must pass sanitation exams at least once every 2 years.

Requirements for a maitre d'

The head waiter must have a higher specialized or secondary specialized education and know:

- Fundamentals of commodity science and technology of public catering products;
- rules for serving dishes;
- within the spoken minimum foreign language (class "Lux" and the highest class);
- features of servicing celebrations and other special events;
- know and follow the rules of international etiquette, techniques and specifics of servicing foreign consumers for luxury and high class enterprises;
- the location of fire protection and signaling equipment, as well as the rules for using them;
- be able to organize the evacuation of consumers in emergency situations.

He is the organizer of all work in the hall, in his activities he is guided by the job description approved by the director of the public catering enterprise. Responsible for the entire organization of service, supervises the work of waiters, barmaids, cleaners of commercial premises, dishwashers, service workers, bread cutters, porters, musicians and artists.

Draws up a schedule for going to work, keeps records of the working hours of all the above employees. Ensures timely and correct preparation of the hall for opening, the availability of a menu and a wine list, instructs waiters before starting work, checks the contents of the premises: the hall, buffet, lobby, wardrobe, toilet and smoking rooms, observance by the employees of the hall of a uniform uniform, rules of personal hygiene.

The head waiter controls the correct table setting, is responsible for compliance with the rules of trade, the correctness of prices. Controls the correctness of the preparation of registers of accounts by waiters, the delivery of proceeds to the cashier and copies of invoices to the sub-report, is responsible for the correct execution of invoices, for the operation of furniture, jukeboxes, and takes measures to preserve dishes, linen and inventory.

The head waiter has the right:

Suspend subordinates from work in case of violation of labor discipline;
· demand the correct design and proper quality of dishes, in case of discrepancy, return them for replacement;
· to give proposals for the hiring and dismissal of waiters and other employees of service personnel;
Check the knowledge of students and give conclusions about the level of their preparation;
· monitor the training of trainees - waiters and compliance with training programs;
· make proposals for the promotion of employees of the hall.

Requirements for a waiter

The waiter must be professionally trained, be able to put into practice the techniques of customer service, be able and know the rules for servicing various banquets and celebrations.

Must know:

- rules of etiquette, table setting;
- types and purpose of dishes, cutlery and table linen;
- the sequence of serving dishes, the requirements for their design and serving temperature;
- match wines to dishes;
- the technique and specifics of serving foreign consumers for restaurants and bars of the "Lux" and the highest class;
- features of servicing receptions, banquets and other special events;
- to know a foreign language and professional terminology within the conversational minimum;
- characteristics of dishes and drinks, be able to offer them to the consumer;
- rules for the operation of KKM, the procedure for settlement with consumers;
- the basics of technology and apply them in maintenance;
- follow the safety rules when servicing.

Requirements for a bartender

Bartenders must be professionally trained and know:

- basic rules of etiquette and service techniques at the bar;
- assortment, preparation technology, rules for registration and serving of alcoholic and non-alcoholic beverages, as well as hot and cold snacks, confectionery;

Foreign language within the spoken minimum in the classes "Lux" and the highest class;

Specificity and technique of servicing foreign consumers;

Types and purpose of inventory, utensils, appliances and equipment for the preparation and sale of drinks and snacks;

Comply with the conditions and terms of storage of culinary products and purchased goods;

Rules for the operation of video and sound reproducing equipment;

Rules and forms of service and settlement with consumers.

Requirements for the manager (administrator of the hall). The manager must be professionally trained. Know the basics of labor legislation, the provisions of the Law of the Russian Federation. "Consumer Protection". Rules for the production and sale of products (services) of public catering, industry guidelines relating to his professional activities, including certification of services. Be responsible for preparing the hall for service, observing the operating hours of the enterprise, for maintaining proper order in the hall. Know and follow the rules and techniques of customer service, the basic rules of etiquette and table setting. Know the main commodity, technological and sanitary indicators of the quality of food, culinary products. Know the traditional methods of preparing culinary products, drinks and the rules for serving them. To know a foreign language and professional terminology within the limits of a conversational minimum (for those working in restaurants and luxury bars). Know the peculiarities of preparation, presentation and serving of national, branded and custom-made dishes, dishes of foreign cuisines (for those working in restaurants and bars of luxury and higher class). Service features for celebrations and other special events.

Know and follow the rules of international etiquette, techniques and specifics of servicing foreign consumers. Supervise the correct customer service by waiters and bartenders. Provide a friendly atmosphere in the hall, conducive to the rest of consumers, consider consumer complaints. Service-related and make decisions on them. Organize services for the elderly and disabled (in the halls of cafes, snack bars and self-service). Know the location of fire protection and alarm equipment, as well as the rules for using them. Organize the evacuation of consumers from the enterprise in extreme situations.

Waiter requirements. The waiter must be professionally trained. Know and be able to put into practice the rules and techniques of customer service, the basic rules of etiquette, the rules of table setting. Know the types and purposes of tableware, appliances, table linen used in serving consumers. Know the rules and sequence of serving dishes, the requirements for their design and temperature, the compliance of the assortment of wine and vodka products with the nature of the dishes served. Be able to prepare menus for banquets, formal and informal receptions. Know the rules of international etiquette, techniques and specifics, servicing foreign consumers. To know the peculiarities of preparation, presentation and serving of national, branded and custom-made dishes, dishes of foreign cuisines (for those working in luxury restaurants and bars). Know the characteristics of food and drink. To be able to offer them to the consumer and give the necessary information about them in the service process. Know a foreign language and professional terminology within the limits of a conversational minimum. Know the rules for operating cash registers, the procedure for issuing invoices and settling them with consumers. Know the forms of payments and consumers, including those with foreign currency and credit cards. Know the basics of psychology and the principles of professional ethics. In order to ensure the safety of consumers during service, the waiter must be careful and attentive when setting the table, transporting trays with dishes around the hall, when carrying dining utensils and utensils. Monitor the condition of the floor in the hall and around the distribution.

Bartender requirement. The bartender must be professionally trained. Know the basic rules of etiquette and customer service techniques at the bar in the hall. Know the assortment, recipes, preparation technology, rules for the design and serving of alcoholic, low-alcohol cocktails, drinks. Know the specifics and techniques of servicing foreign consumers. Know the rules of international etiquette (for those working in a luxury restaurant). Know and comply with the conditions and terms of storage of culinary products and purchased goods, temperature regimes for serving drinks.

Job descriptions for service personnel

Restaurant manager job description

I. General provisions

1. This job description defines the job duties, rights and responsibilities of the head waiter.

2. A person who has a higher professional education (major in management) or higher professional education and additional training in the field of management, work experience in the specialty for at least 2 years is appointed to the position of head waiter.

3. The head waiter must know the main legislative and regulatory documents governing the production, economic and financial and economic activities of public catering enterprises; goals, objectives, structure of the restaurant; principles of organizing visitor service; fundamentals of cooking technology; basics of management and its main functions (planning, organization, motivation and control); normative, methodical and technological documentation in the specialty; technology for preparing the restaurant hall for work; image direction of the restaurant; internal service standards; protocol and etiquette; sales psychology; methods of quality control of guest service; methods of studying consumer preferences of visitors; methods of work with claims and wishes of clients; methods of working with the public and the media; basics of conflictology; assortment and quality requirements for dishes and culinary products; basics of rational and dietary nutrition; the order of the menu; rules and terms of storage of ready meals and products; types of technological equipment used, principles of operation, technical characteristics, operating conditions; basics of marketing; basics of logistics; fundamentals of sanitation and hygiene, current sanitary rules and hygiene standards in relation to professional activities; state and main trends in the development of the restaurant services market; basics of accounting, financial management, taxation, pricing; production capacities and human resources of the enterprise; the procedure for concluding and executing economic and financial contracts; best practices in the restaurant industry; fundamentals of quality management of products and services; labor legislation; fundamentals of the scientific organization of labor; reporting forms and internal documentation; rules for paperwork and the basics of office work; internal labor regulations.

4. The maitre d' is appointed to the position and dismissed by the order of the head of the enterprise in accordance with the current legislation of the Russian Federation.

5. The head waiter reports directly to the head of the enterprise, or his deputy, or the head of the structural unit.

II. Job Responsibilities

Organization of the work of the restaurant hall (organization of interaction with all structural divisions of the restaurant; organization of the work of service personnel; planning and control of the working hours of employees; planning and control of the necessary stock of restaurant linen, dishes, appliances and accessories; control of preparation for the work of the restaurant hall and utility rooms; compliance sanitary rules and hygiene standards, labor protection and fire safety rules; inventory of table linen, utensils and appliances; instructing service personnel at the workplace; paperwork and maintenance of relevant office work). Organization of a meeting and greeting of guests (development of a procedure for meeting, seating and parting with visitors; control of communication between staff and guests; consultation and assistance in choosing dishes and drinks; creation of comfortable conditions for visitors). Quality control of customer service in the restaurant hall (control of the procedure for welcoming guests, offering menus, receiving and executing orders, serving guests, preparing invoices and accepting payments; control of banquets, table cleaning; compliance with protocol and etiquette; conflict prevention). Working with restaurant visitors (forming a positive image of the restaurant among visitors; creating a pleasant and friendly atmosphere; studying consumer preferences of restaurant visitors; preparing proposals and implementing them to improve customer service; establishing and expanding relations with the public and the media; accounting and analysis of complaints, claims and wishes of visitors; elimination of shortcomings in the work of the restaurant; compliance with the rules of protocol and etiquette). Drawing up a map of wines and drinks. Selection of restaurant accessories and other goods from suppliers based on available information and market research data. Sales management in the restaurant hall (monitoring the availability of the necessary inventory for the stable operation of the restaurant hall; control and analysis of sales of food and drinks in the restaurant hall; determining consumer preferences and rating the most popular dishes and drinks; training staff in the right combination of food and drinks). Working with staff and evaluating their activities (selection and placement of staff in the restaurant hall; distribution of duties and delegation of authority; scheduling the work of restaurant hall staff; increasing labor motivation of staff through the use of socio-psychological management methods and material incentives; development of organizational culture and improvement of work ethics; solution of socio-psychological conflicts and problems). Conducting professional trainings at the workplace (planning and organization of professional trainings, evaluation of their effectiveness). Introduction of progressive methods of organization of work. Study and analysis of the competitive environment and consumer preferences.

The head waiter has the right:

1. give orders that are obligatory for execution by employees subordinate to him;

2. participate in the selection and placement of personnel for their activities;

3. make proposals to the management on encouraging and imposing penalties on the employees of the enterprise in their activities;

4. make proposals for the development and improvement of the enterprise;

5. request from the management, receive and use information materials and legal documents necessary for the performance of their duties;

6. take part in meetings at which issues related to its work are considered;

7. pass certification in accordance with the established procedure with the right to receive the appropriate qualification category;

8. improve your skills.

The head waiter enjoys all labor rights in accordance with the Labor Code of the Russian Federation.

IV. A responsibility

The head waiter is responsible for:

1. implementation of the official duties assigned to him;

2. organization of their work, timely and qualified execution of orders, orders and instructions from higher management, regulatory legal acts on their activities;

3. rational and efficient use of material, financial and human resources;

4. compliance with internal regulations, sanitary and anti-epidemic regime, fire safety and safety;

5. maintaining documentation provided for by official duties;

6. providing, in accordance with the established procedure, statistical and other information on their activities;

7. observance of labor discipline and performance of official duties by employees subordinate to him;

8. readiness to work in emergency situations.

For violation of regulatory legal acts, the maitre d' can be brought to disciplinary, material, administrative and criminal liability in accordance with applicable law, depending on the severity of the misconduct.

(signature)

"____" ______________ 20__

Agreed:

CEO

(full name, signature)

"____" ______________ 20__

Familiar with instructions

(full name, signature)

"____" ______________ 20__

Job description of the bartender of the 5th category

This job description has been developed and approved on the basis of a labor law and in accordance with the provisions of the Labor Code of the Russian Federation and other regulations governing labor relations in the Russian Federation.

1. General Provisions

duties, rights and responsibilities of a bartender of the 5th category.

1.2. The bartender of the 5th category is appointed to the position and dismissed by order of the director in the manner prescribed by the Labor Code of the Russian Federation.

1.3. Bartender of the 5th category reports directly to the head waiter

1.4. A person with a higher or secondary specialized education and at least 2 years of work experience in this specialty is appointed to the position of a bartender of the 5th category.

1.5. During his temporary absence (vacation, illness), his duties are performed by another bartender or head waiter.

2. Functional responsibilities

2.1. The bartender of the 5th category performs the following functions:

2.1.1. Serves visitors at the bar counter with ready-to-drink alcoholic beverages, such as: wines, cognacs, liqueurs;

2.1.2. serves visitors at the bar counter with confectionery and other products with the preparation of a wide range of alcoholic and low-alcohol drinks: strong, dessert, sparkling, with fruit, egg, layered cocktails, crunches, punches, grogs, mulled wines, daises and other drinks;

2.1.3. mixes the components of drinks in shakers, crucibles, whips them with the help of tools and mechanisms;

2.1.4. prepares a variety of cold and hot snacks from mushrooms, sandwiches, canapes, sausage slices, sausages, ham in dough, stuffed eggs, fruit and berry salads, salted almonds, cream, olives, cheese biscuits and other snacks;

2.1.5. meets visitors, introduces them to the assortment and recipes of the drinks sold;

2.1.6. supervises bartenders of lower qualification and organizes their work.

3. Rights and obligations

3.1. The bartender of the 5th category must know:

3.1.1. types, assortment, recipe, preparation technology, procedure for registration and dispensing of a wide range of alcoholic and low-alcohol cocktails and drinks, cold and hot appetizers;

3.1.2. the procedure for registration of purchased goods sold in wine, cocktail bars, cocktail halls and other bars;

3.1.3. requirements for inventory used in bars, tableware, appliances, equipment (ice makers, etc.);

3.1.4. rules of etiquette and service techniques in bars of the highest category and luxury category.

3.2. the bartender of the 5th category is obliged to conscientiously fulfill his labor duties:

3.2.2. to advise visitors on the order of snacks and various drinks;

3.2.3. bring ready-made hot and cold snacks;

3.2.4. clean dishes and cutlery before serving the next dish, as well as after the departure of visitors;

3.2.6. comply with the Internal Labor Regulations of the Organization;

3.2.10. not to disclose information constituting a commercial secret of the organization;

3.3. The employee has the right:

3.3.1. in a timely manner and at the exact time set in the organization to receive the wages established for the bartender of the 5th category;

3.3.2. defend their rights granted by the labor legislation of the Russian Federation to the employee in case of their violation by the Employer.

4. Responsibility

4.1. The bartender of the 5th category is responsible both for the improper performance of his duties, and for inaction and failure to make decisions on issues within his competence in accordance with this instruction.

Head of structural unit

(signature)

"____" ______________ 20__

Agreed:

CEO

(full name, signature)

"____" ______________ 20__

Familiar with instructions

(full name, signature)

"____" ______________ 20__

Job description of a waiter of the 5th category

This job description has been developed and approved on the basis of the labor code and in accordance with the provisions of the Labor Code of the Russian Federation and other regulations governing labor relations in the Russian Federation.

1. General Provisions

1.1. This job description defines the functional

duties, rights and responsibilities of a waiter of the 5th category.

1.2. The waiter is appointed to the position and dismissed by the order of the director in the manner prescribed by the Labor Code of the Russian Federation.

1.3. The waiter reports directly to the head waiter.

1.4. A person with a higher or secondary specialized education and at least 2 years of work experience in this specialty is appointed to the position of a waiter of the 5th category.

1.5. During his temporary absence (vacation, illness), his duties are performed by another waiter or head waiter.

2. Functional responsibilities

2.1. The 5th grade waiter performs the following functions:

2.1.1. serves visitors with sophisticated table setting, reflecting the national characteristics and thematic focus of country, national and themed restaurants, cafes and bars of the highest category and luxury;

2.1.2. accepts orders from visitors, draws up and presents them with invoices for payment and accepts funds from them according to the invoice;

2.1.3. serves solemn and official receptions, meetings, conferences, negotiations and congresses;

2.1.4. serves foreign tourists;

2.1.5. serves some specialty dishes and drinks with the final operations in full view of the customers who ordered these dishes;

2.1.6. serves hot wet wipes when serving customers;

2.1.7. assists visitors in the selection of dishes and drinks and serves the selected dishes and drinks on the tables.

3. Rights and obligations

3.1. The waiter of the 5th category must know:

3.1.1. types and rules of table setting, reflecting national characteristics and thematic focus of the enterprise;

3.1.2. forms and rules for serving foreign tourists at solemn and official receptions, conferences, negotiations, meetings and congresses;

3.1.3. compliance of the assortment of wines and wine-vodka drinks with the nature and order of served dishes and drinks;

3.1.4. nutritional features of foreign tourists;

3.1.5. forms of organization of work of waiters (individual, brigade-link, brigade);

3.1.6. within the limits of a conversational minimum, a foreign language and foreign vocabulary by the nature of their activity.

3.2. The waiter of the 5th category is obliged to conscientiously fulfill his labor duties:

3.2.1. take orders from visitors in a timely manner;

3.2.2. to advise visitors on the ordering of dishes, products and drinks;

3.2.3. bring prepared meals to visitors;

3.2.4. remove dishes and cutlery from the table before serving the next dish, as well as after the departure of visitors;

3.2.5. accept money from visitors and give change;

3.2.6. comply with the internal labor regulations of the organization;

3.2.7. comply with the requirements for labor protection and ensuring labor safety;

3.2.8. take care of the property of the Employer and other employees;

3.2.9. not to give interviews, not to hold meetings and negotiations related to the activities of the Employer, without prior permission from the Management of the organization;

3.2.10. not to disclose information constituting a trade secret of the organization.

3.3. The employee has the right:

3.3.1. Timely and within the terms precisely established in the organization to receive the salary established for the waiter of the 5th category;

3.3.2. Defend their rights granted by the labor legislation of the Russian Federation to the employee in case of their violation by the Employer.

4. Responsibility

4.1. The waiter of the 5th category is responsible both for the improper performance of his duties, and for inaction and failure to make decisions on issues within his competence in accordance with this instruction.

Head of structural unit

(signature)

"____" ______________ 20__

Agreed:

CEO

(full name, signature)

"____" ______________ 20__

Familiar with instructions

GOST R 54603-2011

Group T58

NATIONAL STANDARD OF THE RUSSIAN FEDERATION

Accommodation Services

GENERAL REQUIREMENTS FOR SERVICE PERSONNEL

Services of accommodation facilities. General requirements to the maintenance staff

OKS 55.200*
OKSTU 0131
_______________
* In IUS 3-2013 OKS 03.080.30. - Database manufacturer's note.

Introduction date 2013-01-01

Foreword

The goals and principles of standardization in the Russian Federation are established by the Federal Law of December 27, 2002 N 184-FZ "On Technical Regulation", and the rules for the application of national standards of the Russian Federation - GOST R 1.0-2004 "Standardization in the Russian Federation. Basic provisions"

About the standard

1 DEVELOPED by the Open Joint Stock Company "All-Russian Scientific Research Institute of Certification" (JSC "VNIIS") with the participation of the Department of Tourism and International Cooperation of the Ministry of Sports, Tourism and Youth Policy of the Russian Federation

2 INTRODUCED by the Technical Committee for Standardization TC 199 "Tourist services and services of accommodation facilities"

3 APPROVED AND PUT INTO EFFECT by Order of the Federal Agency for Technical Regulation and Metrology dated December 8, 2011 N 737-st

4 INTRODUCED FOR THE FIRST TIME

Information about changes to this standard is published in the annually published information index "National Standards", and the text of changes and amendments - in the monthly published information indexes "National Standards". In case of revision (replacement) or cancellation of this standard, a corresponding notice will be published in the monthly published information index "National Standards". Relevant information, notification and texts are also posted in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet

1 area of use

This standard establishes the general minimum requirements for the service personnel of accommodation facilities of various types and categories of all organizational and legal forms and forms of ownership.

The provisions of this standard can be used in the selection and placement of personnel, certification, development of job descriptions and work standards for the staff of accommodation facilities.

2 Normative references

This standard uses normative references to the following standards:

GOST R 12.0.009-2009 Occupational safety standards system. Occupational safety management system at small enterprises. Requirements and recommendations for use

GOST R 50644-2009 Tourist services. Requirements for ensuring the safety of tourists

GOST R 50935-2007 Catering services. Personnel Requirements

GOST R 51108-97 Household services. Chemical cleaning. General specifications

GOST R 51142-98 Household services. Hairdressing services. General specifications

GOST R 51305-2009 Trade services. Personnel Requirements

GOST R 52024-2003 Sports and fitness services. General requirements

GOST R 52058-2003 Household services. Laundry services. General specifications

GOST R 52493-2005 Household services. Bath and shower services. General specifications

GOST R 53423-2009 (ISO 18513:2003) Tourist services. Hotels and other tourist accommodation facilities. Terms and Definitions

GOST R 53998-2010 Tourist services. Tourism services for people with disabilities. General requirements

GOST R 54604-2011 Tourist services. Excursion services. General requirements

Note - When using this standard, it is advisable to check the validity of reference standards in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet or according to the annually published information index "National Standards", which was published as of January 1 of the current year , and according to the corresponding annually published information signs published in the current year. If the reference standard is replaced (modified), then when using this standard, you should be guided by the replacing (modified) standard. If the referenced standard is canceled without replacement, the provision in which the reference to it is given applies to the extent that this reference is not affected.

3 Terms and definitions

This standard uses the terms according to GOST R 53423 and GOST R 50935, as well as the following terms with the corresponding definitions:

3.1 administrator / senior administrator (manager / specialist of the reception and accommodation service): A specialist responsible for the reception and accommodation of tourists, including meeting, registration, accommodation by rooms, payment for accommodation and additional services, as well as for coordinating the interaction of services of the accommodation facility

3.2 housemaid(section housekeeper, maid): An employee whose main duty is to clean and furnish the rooms (rooms) of the accommodation facility, keeping them in proper sanitary condition.

3.3 head maid (supervisor): An employee whose main responsibility is to control the sanitary condition of the room fund and public premises, the work of maids and cleaners of public premises.

3.4 public area cleaner An employee whose main responsibility is to clean the public premises of the accommodation facility and maintain them in a proper sanitary condition.

3.5 booking manager (booking specialist): A specialist engaged in booking and promoting the services of an accommodation facility for the purpose of their implementation, including accommodation, catering, conference services, spa services, fitness services and other additional services.

3.6 porter: An employee whose main responsibility is to keep records of the number of rooms, draw up documents for the accommodation of tourists, issue keys, control over the timely preparation of rooms for the accommodation of tourists.

3.7 floor attendant: An employee who receives on the floor, accommodates tourists by rooms and controls the timely departure.

3.8 concierge: An employee whose main responsibility is to provide guests with the necessary information about the accommodation facility, the services provided, the events being held, the reception and execution of instructions for residents of tourists, including orders for booking tickets for various types of transport, cultural and entertainment events, excursions, etc., work with VIP guests.

3.9 porter (gatekeeper, dormen): An employee whose main duty is to meet tourists and guests at the front door.

3.10 porter (luggage carrier, bellboy, bellman): An employee whose main responsibility is to deliver the baggage of tourists.

3.11 security worker (guard, security guard, janitor, controller, watchman): An employee who ensures the protection of the accommodation facility, compliance with the established access and intra-object regimes in order to ensure the safety of life, health, property of tourists.

4 Classification of service personnel of accommodation facilities

4.1 The service personnel are divided into the following groups depending on the affiliation to the services operating in the accommodation facilities:

- personnel of the reception and accommodation service (front office, front desk);

- reservation service personnel;

- personnel of the room fund service / room service / operation / housekeeping and maintenance / housekeeping;

- service personnel;

- food and beverage service personnel (Food Services, Food & Beverage, catering service);

- personnel of services providing additional and related services (security / internal control services, sports and recreation, medical, trade services, business center services, conference center services, etc.).

4.2 The reception and accommodation service (front office, front desk) includes personnel of the following positions: administrator, senior administrator, manager of the reception and accommodation service, service manager / assistant manager, accommodation specialist, floor attendant, assistant on duty floor, porter, etc.

4.3 The reservation service includes personnel of the following positions: reservation manager, reservation specialist, etc.

4.4 The room stock/room stock maintenance/operation/housekeeping and maintenance service (housekeeping) includes the staff of the following positions: head maid (supervisor), maid, office and public premises cleaner, etc.

4.5 The service department includes personnel of the following positions: concierge, porter (gatekeeper, dormen), porter (luggage carrier, bellboy, bellman), etc.

4.6 The food and beverage service includes staff of the following positions: head waiter (hall administrator), hostess, waiter/waiter assistant, bartender, sommelier, barista, bartender, steward, cashier, cook, chef, etc.

4.7 Services providing additional and related services include personnel of the following positions: security officer (guard, security guard, watchman, controller, watchman), trainer, sports instructor, methodologist, salesperson, hairdresser, manicure, pedicure specialist, cosmetologist , massage therapist, beautician, receptionist, operator, housekeeper, guide, tour guide, guide-translator and others.

5 Basic and additional criteria for assessing the staff of accommodation facilities

5.1 The main criteria for assessing service personnel, which must be taken into account in the selection and placement of personnel, appointments and movements, are:

- the level of professional training and qualifications, including theoretical knowledge, practical skills and abilities in accordance with the established requirements , , ;

- the ability to serve and take care of tourists (guests);

- knowledge and observance of professional ethics;

- possession of professional terminology in accordance with the current legislation and GOST R 53423;

- knowledge and observance of labor legislation and legislation on administrative offenses;

- knowledge and observance of job descriptions and internal labor regulations;

- knowledge and compliance with work standards;

- knowledge and observance of corporate ethics;

- possession of the rules of etiquette when communicating with tourists, guests and colleagues;

- knowledge of the issues of ensuring the safety of life and health of tourists (guests), the safety of their property and environmental protection in accommodation facilities in accordance with GOST R 50644 within the scope of their duties and the ability to apply them in practice;

- knowledge and observance of instructions and rules of conduct and work in emergency situations and the ability to provide assistance to tourists and guests in ordinary and emergency situations;

- knowledge and compliance with the requirements of industrial sanitation, personal hygiene and workplace hygiene;

- knowledge and observance of labor protection and safety regulations, fire safety requirements.

5.2 Additional criteria for evaluating managers and specialists are:

- knowledge of the basics of legislation in the field of tourism and hospitality, other regulatory legal acts relating to professional activities;

- knowledge of the basics of the scientific organization of labor;

- the ability to organize service, manage personnel in the organization of service in the accommodation facility;

- the ability to apply the system of motivation in the services;

- the ability to implement and control systems for the quality of services and staff incentives;

- ability to manage conflict situations;

- the ability to properly distribute duties and determine the degree of responsibility of subordinates;

- availability of communication skills;

- knowledge of the basics of management and marketing of hotel services.

6 General requirements for service personnel

6.1 Basic requirements for the staff of accommodation facilities

6.1.1 The service personnel of accommodation facilities must have education, professional training (retraining), work experience in accordance with the position held.

The degree of training should correspond to the level of services provided and the category of the accommodation facility.

6.1.2 Service personnel of accommodation facilities (except linear) must improve their qualifications at least once every two years.

The administration of the accommodation facility should develop a system of measures to improve knowledge, improve the skills and professional skills of the service personnel, taking into account their theoretical training, practical skills and abilities.

6.1.3 Maintenance personnel must know and comply with the basics of the labor legislation of the Russian Federation, job descriptions, internal labor regulations, fire safety rules.

6.1.4 Service personnel must undergo mandatory training in order to familiarize themselves with the rules for the provision of services in a particular accommodation facility and work standards.

6.1.5 The staff work standards should contain the rules of staff behavior, procedures and technology for servicing tourists (guests).

The administration of accommodation facilities organizes the study of work standards by service personnel, conducts training, trainings and monitors the implementation and compliance with work standards in the process of serving tourists (guests).

6.1.6 The job descriptions of the service personnel must contain the functional duties, rights and qualification requirements for the service personnel and comply with the requirements,.

Job descriptions for service personnel are developed by the administration of accommodation facilities, based on the requirements of the current legislation, the qualification characteristics of the positions of specialists and other employees, taking into account the peculiarities of the functioning of accommodation facilities.

6.1.7 Maintenance personnel are obliged to regularly undergo health and safety briefings in accordance with the requirements and GOST R 12.0.009, to know and follow instructions on actions in emergency situations.

6.1.8 The attendants must know the characteristics of accidents and the rules and techniques of first aid and be able to provide first medical and other aid (in case of injuries, accidents, a sharp deterioration in the health of tourists), organize and carry out protective measures in case of emergencies (fire , natural disasters, the threat of terrorism, etc.).

The administration of accommodation facilities must arrange for the study by service personnel and monitor compliance with emergency procedures, fire safety measures, labor protection and safety regulations.

6.1.9 Maintenance personnel must undergo medical examinations (certifications) and hygiene training in accordance with established requirements.

6.1.10 Service personnel must comply with the business style in clothes, must be neat and tidy. Uniforms and shoes must be in good condition and without visible damage.

The service personnel of accommodation facilities that have a category in accordance with the requirements must be dressed in the appropriate uniform of the accommodation facility of the sample established for each service. On the uniform of an employee of accommodation facilities of the mini-hotel category and one or two "stars", a service badge (badge) indicating the name / surname and position in Russian must be attached. In accommodation facilities of the category from three to five "stars", the name of the employee and his position must be indicated in Russian and in Latin letters.

6.1.11 The professional ethical standards of behavior of the service personnel of accommodation facilities should be: hospitality, courtesy, tact, sociability, goodwill, patience, restraint, attentiveness, correctness and courtesy in relations with tourists, guests and employees. When serving, it is unacceptable to use a rude, aggressive style of behavior, the use of profanity, focusing on the racial, national, religious affiliation of tourists and other forms of behavior that offend the personality and dignity of a person.

6.1.12 The service personnel of accommodation facilities must know the specifics and features of servicing tourists from foreign countries, the rules of international etiquette, and be able to communicate with guests in a foreign language on the subject of their service.

For accommodation facilities that have a category, the level of knowledge of foreign languages must not be lower than the established requirements.

6.1.13 When gaining access to personal data of tourists, service personnel must take measures to exclude the possibility of their disclosure.

6.1.14 Service personnel must pay special attention and provide the necessary assistance to tourists with disabilities, including the disabled, in accordance with the requirements of GOST R 53998.

6.1.15 Service personnel should be aware of the needs and expectations of tourists, methods of dealing with claims and complaints.

6.1.16 The attendants must know the basics of their own service and the specifics of the work of other services of the accommodation facility, the technology of interaction with other services, the rules and mode of their work, the list of services provided.

6.2 Additional requirements for service personnel of various services

In addition to the basic requirements set out in 6.1, the requirements for the maintenance personnel of various services are presented in Table A.1 of Appendix A.

Appendix A (recommended). Additional requirements for service personnel of various services

Table A.1 - Additional requirements for service personnel of various services


Service name	Service personnel requirements	Possible job titles for service personnel
Reception and accommodation service (front office, front desk)	Personnel must know: Rules for the registration of tourists and the passport and visa regime; Fundamentals of psychology; Fundamentals of marketing and management; Emergency telephone numbers for emergency services; Security systems for accommodation facilities; The system of safe storage of valuables of tourists and the system of deposit boxes; Location of all services and divisions of the accommodation facility; Location of rooms and standards for equipping the number of rooms and public premises of accommodation facilities; Rules for the operation of equipment and instruments installed in the accommodation facility and related to the performance of official duties; Types and systems of room keys; Payment systems and settlement procedures with tourists. Personnel must be able to: Maintain the information base of the reception and accommodation service; Carry out work on departure, as well as settlements with tourists (current and upon departure); Track the balance of the deposit for telephone communication and other paid services of the accommodation facility; Coordinate the work of the staff of their own and other services for the reception, accommodation and escort of guests (only for managers); Use modern means of communication and office equipment installed at the workplace, use the telephone, fax, personal computer, have the skills to work with software systems and information telecommunications network Internet; To work with mail (correspondence) and messages; Work with the claims of tourists (guests) and answer their questions; Contact with guests in a foreign language (on the subject of service)	Administrator / senior administrator; Reception and accommodation manager; Service manager / assistant manager; Reception and accommodation specialist; Floor attendant / assistant floor attendant;
Booking Service	Personnel must know: Rules and methods for organizing the service process in the accommodation facility; Modern systems and technologies of booking; Fundamentals of labor organization and management; Rules of etiquette when communicating on the phone; Tariffs and price lists for basic and additional services of the accommodation facility; The mode of operation of all services and divisions providing services to tourists (guests); Rules of interpersonal communication; Features of work with corporate clients (consumers of services). Personnel must be able to: Carry out work on business planning and promotion of services of accommodation facilities; Bring to potential consumers information about the services provided and their cost, accept orders and send them to the appropriate services for execution; Perform work on booking accommodation facilities and additional services (food, business services, sports and wellness, etc.); Coordinate and supervise the work of the personnel of the services of the accommodation facility (only for managers); Apply modern booking systems and technologies in practice; Consider consumer complaints related to booking and quality of service, and make decisions on them; Take into account the limited physical abilities of people with limited mobility when booking places in an accommodation facility; Own Internet technologies for booking services, methods of electronic marketing, effective sales techniques	Booking manager; Booking Specialist
Room Fund/Operation Service/ room service/housekeeping and maintenance/housekeeping	Personnel must know: The organizational structure of the accommodation facility, the structure of the room fund service; Equipment, instruments and materials used in the work, rules for their operation and application; Range and characteristics of consumable (renewable) materials; Characteristics of the detergents, cleaning and other chemicals used, including insecticidal preparations; Types of cleaning of rooms, service and common areas, as well as non-standard cleaning procedures; Personnel must be able to: Carry out cleaning of rooms, office and public premises in accordance with approved procedures and work standards; Maintain the necessary sanitary and hygienic condition in the rooms and the level of comfort in residential and public premises; Change bed linen and towels, replenish the necessary supplies of consumables; Provide household services to guests (laundry, dry cleaning, clothing repair, etc.); Monitor the quality of cleaning rooms, public areas	Head maid (supervisor); Maid/maid; Office and public premises cleaner
Customer Service	Personnel must know: Foreign language within the required conversational minimum and professional terminology; For an accommodation facility that has a category, a foreign language (fluency) in accordance with the requirements; Planning and equipping of the accommodation facility; Organization of work of all services; Rules and procedure for booking rooms and reserving services in the accommodation facility, tariffs for the services provided; Forms of work with claims and complaints of guests; Security alarm systems and rules for working with them. Personnel must be able to: Control the lists of incoming tourists, highlighting the VIP category, and provide this information to the interested services of the accommodation facility; Check rooms intended for tourists classified as VIP; Timely provide tourists with information about the accommodation facility, services provided, ongoing events; Organize work with mail and messages and their timely delivery to the rooms; Carry out personal assignments for residents of tourists and guests; Provide assistance to resident tourists in emergency situations; Perform cash transactions, ensuring the correct maintenance of financial reporting documents; Fulfill guests' orders for booking air, rail, bus, cruise tickets, as well as tickets for entertainment events; To have information about the sights and events taking place in the region and provide it to guests; To contribute to the achievement and maintenance of a high level of service for tourists (guests) in the accommodation facility	Concierge; Telephone service operator
Customer Service	Personnel must know: Rules for servicing tourists in the accommodation facility; Planning and material and technical equipment of the accommodation facility; Location of rooms, services and public spaces; Rules of interpersonal communication and etiquette; Security alarm system and rules for working with it; Emergency telephone numbers in emergency situations. Personnel must be able to: Accept and timely fulfill orders and requests of tourists (guests) in accordance with job responsibilities and work standards; Provide assistance to resident tourists in emergencies and emergencies	doorman (dormen); Corridor; Wardrobe attendant; Porter (luggage carrier, bellman, bellboy); Messenger
Food and Beverage Service (Food Services, Food & Beverage, catering service)	Requirements for food service workers in accordance with GOST R 50935	Maitre d' (hall administrator); Waiter/assistant waiter Sommelier; barista; Bartender; Chef; Stuart
Services providing additional and related services Requirements for personnel of trade facilities in accordance with GOST R 51305 and organization standards			Salesman;
Hairdresser, beauty salon, SPA center	Requirements for hairdressing staff in accordance with GOST R 51142 and organization standards Requirements for the staff of SPA centers in accordance with the current legislation of the Russian Federation and the standards of the organization	The hairdresser; Specialist in manicure, pedicure; Requirements for the personnel of the excursion service in accordance with GOST R 54604	Guide; Guide-interpreter
Business center, conference center	Requirements for the personnel of business centers, conference centers in accordance with the current legislation of the Russian Federation and the standards of the organization	Manager; Employee; Specialist
Security service (security/ internal control)	Requirements for personnel in accordance with the current legislation of the Russian Federation in the field of security and organization standards	Security worker (guard, security guard, janitor, controller, watchman)
The functions of the services can be redistributed between the services depending on the specific conditions of the accommodation facilities. The service personnel may provide additional information services, including business center services, conference services, etc.

Bibliography



	Order of the Ministry of Health and Social Development of the Russian Federation of April 12, 2011 N 302n "On approval of the lists of harmful and (or) hazardous production factors and work, during which preliminary and periodic medical examinations (examinations) are carried out, and the procedure for conducting mandatory preliminary and periodic medical inspections (surveys) of workers engaged in heavy work and work with harmful and (or) dangerous working conditions "(registered in the Ministry of Justice of the Russian Federation of October 21, 2011 N 22111)

Electronic text of the document

prepared by CJSC "Kodeks" and checked against:
official publication
M.: Standartinform, 2013

FEDERAL AGENCY FOR TECHNICAL REGULATION AND METROLOGY

NATIONAL

STANDARD

RUSSIAN

FEDERATION

Accommodation Services

GENERAL REQUIREMENTS FOR A SERVANT

STAFF

Official edition

Stockdartininform

Foreword

The goals and principles of standardization of the Russian Federation are established by the Federal Law of December 27, 2002 Ns 184-FZ "On Technical Regulation", and the rules for the application of national standards of the Russian Federation - GOST R 1.0-2004 "Standardization in the Russian Federation. Basic Provisions»

About the standard

1 DEVELOPED by the Open Joint Stock Company "All-Russian Research Institute of Certification" (JSC "VNIIS") with the participation of the Department of Tourism and International Cooperation of the Ministry of Sports, Tourism and Youth Policy of the Russian Federation

2 INTRODUCED by the Technical Committee for Standardization TC 199 "Tourist services and services of accommodation facilities"

3 APPROVED AND INTRODUCED 8 ACTION By Order of the Federal Agency for Technical Regulation and Metrology dated December 6, 2011 Ns 737-st

4 INTRODUCED FOR THE FIRST TIME

Information about changes to this standard is published in the annually published information index "National Standards". and the text of changes and amendments - ■ e monthly published information indexes "National Standards". In case of revision (replacement) or cancellation of this standard, a corresponding notice will be published in the monthly published information index "National Standards". Relevant information, notification and texts are also posted in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet

This standard cannot be fully or partially reproduced, replicated and distributed as an official publication without the permission of the Federal Agency for Technical Regulation and Metrology

1 Scope ...............................................................1

3 Terms and definitions...............................................

4 Classification of service personnel of accommodation facilities ..................................

5 Basic and additional criteria for assessing the service personnel of accommodation facilities.

6 General requirements for service personnel...............................................

various services..............................................6

Bibliography..............................................10

NATIONAL STANDARD OF THE RUSSIAN FEDERATION

Accommodation Services

GENERAL REQUIREMENTS FOR SERVICE PERSONNEL

Services of accommodation realities.

General requirements to the maintenance staff

Introduction Detail - 2013-01-01

1 area of use

The provisions of this standard can be used in the selection and placement of personnel, certification, development of job descriptions and work standards for the staff of accommodation facilities.

2 Normative references

This standard uses normative references to the following standards:

GOST R 12.0.009-2009 Occupational safety standards system. Occupational safety management system at small enterprises. Requirements and recommendations for use

GOST R 50644-2009 Tourist services. Requirements for ensuring the safety of tourists GOST R 50935-2007 Catering services. Requirements for personnel GOST R 51108-97 Household services. Chemical cleaning. General specifications GOST R 51142-98 Household services. Hairdressing services. General specifications GOST R 51305-2009 Trade services. Personnel Requirements

GOST R 52024-2003 Sports and fitness services. General requirements GOST R 52058-2003 Household services. Laundry services. General specifications GOST R 52493-2005 Household services. Bath and shower services. General specifications GOST R 53423-2009 (ISO 18513:2003) Tourist services. Hotels and other tourist accommodation facilities. Terms and Definitions

GOST R 53998-2010 Tourist services. Tourism services for people with disabilities. General requirements

GOST R 54604-2011 Tourist services. Excursion services. General requirements

Noted not - When using a non-current standard, it is advisable to check the effect of reference standarts in the public information system - on the official website of the Federal Agency for Technical Regulation and Metrology on the Internet or according to the annually published information index "National Standards", which was published as of January 1 of the current year, and according to the corresponding annually published information signs published in the current year. If the reference standard is replaced (modified), then when using this standard, you should be guided by the replacing (modified) standard. If the referenced standard is canceled without replacement, the provision in which the reference to it is given applies to the extent that this reference is not affected.

Official edition

3 Terms and definitions

This standard uses the terms according to GOST R 53423 and GOST R 50935, as well as the following terms with the corresponding definitions:

3.1 administrator / senior administrator (manager / specialist of the reception and accommodation service *): A specialist responsible for the reception and accommodation of tourists, including meeting, registration, accommodation by rooms, payment for accommodation and additional services, as well as for coordinating the interaction of services of the accommodation facility

3.2 maid (section housekeeper, maid): An employee whose main duty is to clean and furnish the rooms (rooms) of the accommodation facility, their maintenance in proper sanitary condition.

3.3 head maid (supervisor): An employee whose main responsibility is to control the sanitary condition of the rooms and public premises, the work of maids and cleaners of public premises.

3.4 cleaner of public premises: An employee whose main duty is to clean the public premises of the accommodation facility and keep them in a proper sanitary condition.

3.5 Reservation Manager (Reservation Specialist): A person engaged in booking and promoting the services of an accommodation facility with a view to their implementation, including accommodation, catering, conference services. SPA services. physical culture and health services and other additional services.

3.6 porter: An employee whose main responsibility is to keep records of the number of rooms. registration of documents for accommodation of tourists, issuance of keys, control over the timely preparation of rooms for accommodation of tourists.

3.7 floor attendant: An employee who receives on the floor, accommodates tourists by rooms and controls the timely departure.

3.8 concierge: An employee whose main responsibility is to provide guests with the necessary information about the accommodation facility, services provided, events held, receiving and fulfilling orders from resident tourists, including orders for booking tickets for various types of transport, cultural and entertainment events, excursions, etc. .. work with VIP guests.

3.9 porter (gatekeeper, dormen): An employee whose main duty is to meet tourists and guests at the front door.

3.10 porter (baggage carrier, bellboy, bellman): An employee whose main duty is to deliver tourists' luggage.

3.11 employees of the security service (guard, security guard, janitor, controller, watchman): Employee. ensuring the protection of the accommodation facility, compliance with the established access and intra-object regimes with the chain of ensuring the safety of life, health, property of tourists.

4 Classification of service personnel of accommodation facilities

4.1 The service personnel are divided into the following groups depending on the affiliation to the services operating in the accommodation facilities:

Reception staff (front office, front desk):

Reservation Staff:

Room Service/Room Service/Operation/Housekeeping/Maintenance/Housekeeping Staff:

Service personnel;

Food and beverage service personnel (Food Services. Food & Beverage, catering service);

Personnel of services providing additional and related services (security / internal control services, sports and health, medical, trade services, business center services, conference center services, etc.).

manager/assistant service manager, accommodation specialist, floor attendant, assistant floor attendant, receptionist, etc.

4.3 The reservation service includes personnel of the following positions: reservation manager. booking specialist, etc.

4.4 The service of the room fund / room service / operation / housekeeping and maintenance (housekeeping) includes personnel of the following positions: head maid (supervisor), maid, cleaner of office and public premises, etc.

4.5 The service department includes personnel of the following positions: concierge, porter (gatekeeper, dormen). porter (luggage carrier, bellboy, bellman), etc.

4.6 The food and beverage service includes staff of the following positions: head waiter (hall administrator), hostess. waiter/waiter, bartender, sommelier, barista, bartender, stewart. cashier, cook, chef, etc.

4.7 Services providing additional and related services include personnel of the following positions: security officer (guard, security guard, watchman, controller, watchman). trainer, sports instructor, methodologist, salesperson, hairdresser, manicure and pedicure specialist, cosmetologist, massage therapist, beautician. receptionist, operator, housekeeper, guide. tour guide, guide-interpreter and others.

5 Basic and additional criteria for assessing the staff of accommodation facilities

5.1 The main criteria for assessing service personnel, which must be taken into account in the selection and placement of personnel, appointments and movements, are:

The level of professional training and qualifications, including theoretical knowledge, practical skills and abilities in accordance with established requirements (1], . (3);

Ability to serve and take care of tourists (guests);

Knowledge and observance of professional ethics;

Possession of professional terminology in accordance with the current legislation and GOST R 53423;

Knowledge and observance of labor legislation and legislation on administrative offenses;

Knowledge of and compliance with job descriptions and internal labor regulations;

Knowledge and adherence to work standards;

Knowledge and observance of corporate ethics;

Possession of the rules of etiquette when communicating with tourists, guests and colleagues;

Knowledge of the issues of ensuring the safety of life and health of tourists (guests), the safety of their property and environmental protection in accommodation facilities in accordance with GOST R 50644 within the scope of their duties and the ability to apply them in practice;

Knowledge and observance of instructions and rules of conduct and work in emergency situations and the ability to provide assistance to tourists and guests in ordinary and emergency situations;

Knowledge and compliance with the requirements of industrial sanitation, personal hygiene and workplace hygiene;

Knowledge of and compliance with occupational health and safety regulations, fire safety requirements.

5.2 Additional criteria for evaluating managers and specialists are:

Knowledge of the basics of legislation in the field of tourism and hospitality, other regulatory legal acts relating to professional activities;

Knowledge of the basics of the scientific organization of labor:

Ability to organize service, manage personnel in the organization of service in the accommodation facility;

Ability to apply the system of motivation in the services;

Ability to implement and monitor service quality and staff incentive systems:

Ability to manage conflict situations;

Ability to properly distribute duties and determine the degree of responsibility of subordinates;

Having communication skills;

Knowledge of the basics of management and marketing of hotel services.

6 General requirements for service personnel

6.1 Basic requirements for the staff of accommodation facilities

6.1.1 The service personnel of accommodation facilities must have education, professional training (retraining), work experience in accordance with the position held.

The degree of training should correspond to the level of services provided and the category of the accommodation facility.

6.1.2 Service personnel of accommodation facilities (except linear) must improve their qualifications at least once every two years.

The administration of the accommodation facility should develop a system of measures to improve knowledge, improve the skills and professional skills of the service personnel, taking into account their theoretical training, practical skills and abilities.

6.1.3 Maintenance personnel must know and comply with the basics of the labor legislation of the Russian Federation. job descriptions, internal labor regulations, fire safety rules.

6.1.4 Service personnel must undergo mandatory training in order to familiarize themselves with the rules for the provision of services in a particular accommodation facility and work standards.

6.1.5 The personnel performance standards shall contain the rules of personnel conduct. procedures and technology for servicing tourists (guests).

The administration of accommodation facilities organizes the study of work standards by service personnel, conducts training, trainings and monitors the implementation and compliance with work standards in the process of serving tourists (guests).

6.1.6 The job descriptions of the service personnel must contain the functional duties, rights and qualification requirements for the service personnel and comply with the requirements (1j, .

Job descriptions for service personnel are developed by the administration of accommodation facilities, based on the requirements of current legislation. qualification characteristics of positions of specialists and other employees. taking into account the peculiarities of the functioning of accommodation facilities.

6.1.7 Maintenance personnel are required to undergo regular training on labor protection and safety in accordance with the requirements and GOST R 12.0.009. know and follow emergency procedures.

The administration of accommodation facilities must arrange for the study by service personnel and monitor compliance with emergency procedures, fire safety measures, labor protection and safety regulations.

6.1.9 Maintenance personnel must undergo medical examinations (certifications) and hygiene training in accordance with established requirements.

6.1.10 Service personnel must comply with the business style in clothes, must be neat and tidy. Uniforms and shoes must be in good condition and without visible damage.

Service staff of accommodation facilities that have a category in accordance with the requirements. must be dressed in the appropriate uniform of the sample accommodation facility established for each service. A service badge (badge) indicating

name / surname and position in Russian. In accommodation facilities of category three to five “arrival”, the name of the employee and his position must be indicated in Russian and in Latin letters.

6.1.11 The professional ethical standards of behavior of the service personnel of accommodation facilities should be: hospitality, courtesy, tact, sociability, goodwill, patience, restraint, attentiveness, correctness and courtesy in relations with tourists, guests and employees. When servicing, the use of rough * th is unacceptable. aggressive style of behavior, the use of profanity, focusing on the racial, national, religious affiliation of tourists and other forms of behavior that offend the personality and dignity of a person.

For accommodation facilities that have a category, the level of knowledge of foreign languages must not be lower than the established requirements.

6.1.13 When gaining access to personal data of tourists, service personnel must take measures to exclude the possibility of their disclosure.

6.1.14 Service personnel must pay special attention and provide the necessary assistance to tourists with disabilities, including the disabled, in accordance with the requirements of GOST R 53996.

6.1.15 Service personnel should be aware of the needs and expectations of tourists, methods of dealing with claims and complaints.

6.2 Additional requirements for service personnel of various services

8 addition to the basic requirements set out in 6.1. the requirements for service personnel of various services are presented in Table A.1 of Appendix A.

Additional requirements for service personnel

various services

Table A.1 - Additional requirements for service personnel of various services

Name

Reception and accommodation service (front office, front desk)

The staff needs to know.

Rules for the registration of tourists and the passport and visa regime;

Rules of interpersonal communication and etiquette;

Fundamentals of psychology;

Fundamentals of marketing and management;

Rules of etiquette when communicating on the phone;

Emergency telephone numbers for emergency services;

Security systems for accommodation facilities;

The system of safe storage of valuables of tourists and the system of deposit boxes;

Location of all services and divisions of the accommodation facility;

Location of rooms and standards for equipping the number of rooms and public premises of accommodation facilities;

Rules for the operation of equipment and instruments installed in the accommodation facility and related to the performance of official duties:

Types and systems of room keys:

Payment systems and settlement procedures with tourists.

Personnel must be able to:

Maintain the information base of the reception and accommodation service;

Carry out work on departure, as well as settlements with tourists (current and upon departure):

Track the balance of the deposit for telephone communication and other paid services of the accommodation facility;

Coordinate the work of the staff of their own and other services for the reception, accommodation and escort of guests (only for managers);

Use modern means of communication and office equipment installed at the workplace. use telephone, fax, personal computer. have the skills to work with software systems and information and telecommunication network Internet;

To work with mail (correspondence) and messages;

Deal with the claims of tourists (guests) and answer their questions:

Contact with guests in a foreign language (on the subject of service)

Administrator/Senior Administrator:

Reception Service Manager:

Service manager / assistant manager;

Reception Service Specialist:

Floor attendant/assistant floor attendant:

booking

Personnel must know:

Rules and methods for organizing the service process in the accommodation facility:

Modern systems and technologies of booking.

Fundamentals of labor organization and management:

Phone etiquette rules:

Tariffs and price lists for basic and additional services of the accommodation facility:

Booking manager:

Booking Specialist

Table A.1 continued

Name	Service personnel requirements	Possible job titles for service personnel
	The mode of operation of all services and divisions providing services to tourists (guests); The rules of interpersonal communication. Features of work with corporate clients (consumers of services). The staff must be able to. Carry out work on business planning and promotion of services of accommodation facilities: Bring to potential consumers information about the services provided and their cost, accept orders and send them to the appropriate services for execution; Carry out work on booking rooms of the accommodation facility and additional services (food, business services, sports and recreation, etc.); Coordinate and supervise the work of the staff of the services of the accommodation facility (only for managers): Apply modern booking systems and technologies in practice. Consider and resolve consumer complaints related to booking and quality of service: Take into account the limited physical abilities of people with limited mobility when booking places in an accommodation facility; Own Internet technologies for booking services, methods of electronic marketing, effective sales techniques
Room Service/Operation/Room Service/Housekeeping and Maintenance/Hwuskipping	Personnel must know: The organizational structure of the accommodation facility, the structure of the room fund service; Equipment, instruments and materials used in the work, rules for their operation and application. Range and characteristics of consumable (renewable) materials: Characteristics of the detergents, cleaners and other chemicals used, including insecticidal preparations. Types of cleaning of rooms, service and common areas. as well as non-standard cleaning procedures; Staff must be able Carry out cleaning of rooms, office and public premises in accordance with approved procedures and work standards; Maintain the necessary sanitary and hygienic condition in the rooms and the level of comfort in residential and public premises; Change bed linen and towels, replenish the necessary supplies of consumables: Provide household services to guests (laundry, dry cleaning, clothing repair, etc.): Monitor the quality of housekeeping. public spaces	Head maid (supervisor); Maid/Maid: Office and public premises cleaner
Service service 2"	Personnel must know: Foreign language within the required conversational minimum and professional terminology:	Concierge Service Operator	telephone

Continuation of table A. 1

Name	Service personnel requirements	Possible job titles for service personnel
	For an accommodation facility that has a category, a foreign language (fluency) in accordance with the requirements; The layout and equipment of the accommodation facility: Organization of work of all services: Rules and procedure for booking rooms and reserving services in the accommodation facility, tariffs for services not provided: Forms of work with claims and complaints of guests: Security alarm systems and rules for working with them. Personnel must be able to: Control the lists of incoming tourists, highlighting the VIP category, and provide this information to the interested services of the accommodation facility; Check the rooms intended for tourists classified as VIP; Timely provide tourists with information about the accommodation facility, services provided, events held: Organize work with mail and messages and their timely delivery to the rooms: Carry out personal assignments for residents of tourists and guests: Provide assistance to resident tourists in emergency situations: Perform cash transactions, ensuring the correct maintenance of financial reporting documents: Fulfill guest orders for booking air, rail, bus, cruise tickets, as well as tickets for entertainment events: To have information about the sights and events taking place in the region and provide it to guests: To contribute to the achievement and maintenance of a high level of service for tourists (guests) in the accommodation facility
Customer Service	The staff needs to know.	doorman (dormen);
	Rules for servicing tourists in the accommodation facility	Corridor;
		Wardrobe attendant;
	Planning and material and technical equipment	porter (carrier)
	accommodation facilities:	luggage, bvllmen. bvllboy);
	Location of rooms, services and public areas: Rules of interpersonal communication and etiquette. Security alarm system and rules for working with it: Emergency telephone numbers for emergency services. Personnel must be able to: Accept and timely fulfill orders and requests of tourists (guests) in accordance with job responsibilities and work standards. Provide assistance to resident tourists in emergencies and emergencies	Messenger
Food service and	Requirements for food service workers	Head waiter (vdminis-
drinks (Food	GOST R 50935	hall trator);
services. food &
Beverage, service		Waiter / Helper
catering)		waiter

End of table A.1

Name	Service personnel requirements	Possible job titles for service personnel
		Sommelier: Barista: Bartender: Chef.
Services providing additional and related services
Fitness Centre	Requirements for the staff of fitness centers in accordance with GOST R 52024. GOST R 52493 and organization standards	Sports instructor; Methodist
Objects of trade	Requirements for personnel of trade facilities in accordance with GOST R 51305 and organization standards	Salesman.
Hairdresser, beauty salon. SPA-center	Requirements for hairdressing staff in accordance with GOST R 51142 and organization standards Requirements for the staff of SPA centers in accordance with the current legislation of the Russian Federation and the standards of the organization	The hairdresser: Manicure Specialist. pedicure: Cosmetologist. Masseur: Beautician
Laundry. dry cleaning	Requirements for laundries and dry cleaning personnel in accordance with GOST R 52056. GOST R 51108 and organization standards	Receiver; Operator. Castellanche
excursion	Requirements for the personnel of the excursion service in accordance with GOST R 54604	Guide; Guide-interpreter
Business center. conference center	Requirements for the personnel of business centers, conference centers in accordance with the current legislation of the Russian Federation and the standards of the organization	Manager; Employee; Specialist
Security service (to ensure security / internal control)	Requirements for personnel in accordance with the current legislation of the Russian Federation in the field of security and organization standards	Security worker (security guard, security watchman, controller, watchman)
1> the functions of the services can be redistributed between the services depending on the specific conditions of the hosting facilities. *> Service personnel may provide additional information services, including business center services, conference services, etc.

bibliography

Order of the Ministry of Health and Social Development of March 12, 2012 No. 202n “On Approval of the Unified Qualification Directory for the Positions of Managers, Specialists, and Employees*”, section “Qualification Characteristics of the Positions of Employees of Tourism Organizations” (registered with the Ministry of Justice of the Russian Federation of April 2, 2012 No. 23601)

Decree of the Ministry of Labor of Russia dated November 10, 1992 No. 31 “On approval of tariff and qualification characteristics for industry-wide professions of workers * with amendments and additions

Order of the Ministry of Tourism of the Russian Federation of January 21, 2011 No. 35 “On approval of the procedure for classifying objects of the tourism industry, including hotels and other accommodation facilities, ski slopes, beaches”, Appendix 6 (registered with the Ministry of Justice of the Russian Federation of February 22, 2011 No. 19916)

Labor Code of the Russian Federation

Rules for the provision of hotel services in the Russian Federation, approved by the Decree of the Government of the Russian Federation of April 25, 1997 No. 490, as amended. Decrees of the Government of the Russian Federation with amendments and additions

Decree of the Ministry of Labor and the Ministry of Social Development of the Russian Federation and the Ministry of Education of the Russian Federation dated January 13, 2003 No. 1/29 “On approval of the procedure for training in labor protection and testing knowledge in labor protection of employees of organizations”

Order of the Ministry of Health and Social Development of the Russian Federation of April 12, 2011 No. 302n “On Approval of Lists of Harmful and (or) Hazardous Production Factors and Works, during which preliminary and periodic medical examinations (examinations) are carried out, and the procedure for conducting mandatory preliminary and periodic medical examinations (examinations) of workers engaged in heavy work and work with harmful and (or) dangerous working conditions ”(registered in the Ministry of Justice of the Russian Federation of October 21, 2011 No. 22111)

UDC 64.024.3:658:386:006.354 OKS 55.200 T58 OKSTU 0131

Keywords: accommodation facilities, attendants, administrator, manager of the reception and accommodation service, tourist service manager, reservation manager, porter, floor attendant, concierge, doorman (gatekeeper), porter (luggage carrier), head maid, maid, common area cleaner (stewart)

Editor O A. Stoyanoaskaya Technical editor V.I. Prusakova Corrector IA. Koroleva Computer layout V.I. Grishchenko

The set was handed over on 26.01.2013. Signed for publication on February 5, 2013. Format v0x847 (. Headset Arial. Large print. L. 1.86.

Uch.*ed. n. 1.36. Tyrach 108 copies. Zach. 117.

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