Development of measures to improve the qualifications of hotel personnel. Professional development of service personnel in hotels. Recruitment process

Like any other area of the economy, the hospitality industry needs a certain structure and integrity that would ensure its competitiveness.

The structure of the hospitality industry includes:

1) catering establishments;

2) transport services;

3) cultural and entertainment services.

Much attention is paid to the issue of attracting customers from other companies. This is primarily due to the properties of the service as a product. The service is intangible and intangible. The process of implementing a service depends on the process of its production. For this reason, the quality of services is directly dependent on the emotional and psychological state of the consumer, as well as the work of the staff themselves.

Various hospitality firms cannot use traditional strategies or methods to promote services to consumers, as increased competition leads to the need to develop new programs and generate ideas for attracting and retaining customers.

The hospitality industry aims to create a positive program to attract tourists, vacationers, travelers, and the tourism industry is associated with the provision of services for sending tourists to various countries or cities.

Separately, we should consider such a concept as "hospitable behavior". It requires special attention, since it cannot be fully learned, despite the fact that various training programs are carried out for personnel. Hospitality is difficult to incorporate into educational programs, but nevertheless, staff must learn how to properly handle customers, because the tourism industry is highly dependent on the human factor.

Adequate training equips the employee with the skills necessary to create an environment in which hospitality develops. Thus, trained personnel can provide the client with a large amount of useful information. Thanks to the knowledge gained, the employee at the hotel can tell about the main attractions of his city, indicate the route to a particular place, advise how to get there, and give other useful information. A good knowledge of the employees of their company creates a feeling of hospitality and home atmosphere in the guest. The hotel employee will show respect and attention if he initially places guests in the rooms, and only then he will deal with the paperwork. This naturally influences the guests' opinion of the service. Hospitality training is best done by communication between an employee and a foreign guest. It is not always possible to show your hospitality without knowing a foreign language, culture and everyday life. But hospitality can already be provided thanks to the attention from the staff.

When building a training system in a hotel, it is important to consider the following factors:

Linking training to the hotel strategy, otherwise it will not bring positive results;

Formation of personnel perception of training as an integral part of the work, moreover, as a privilege, and not an onerous duty;

The need to promote trainings within the company;

Maintaining constant contact with top management and department managers to obtain timely information on training needs;

Development of a high-quality educational product, taking into account the peculiarities of the hospitality industry and a particular hotel;

Constant monitoring of the training services market;

Monitoring and evaluation of the effectiveness of training.

The professionalism of employees of the hotel business largely depends on the qualifications and interest of human capital, on its creativity, ability to master new technologies, as well as on the use of new organizational processes and forms of the material base used to serve customers. One of the components of the service culture is the culture of personnel behavior, which may indicate a high level of their professionalism. The culture of personnel behavior is a complex concept, the components of which are safety during service, creating comfortable conditions for service; knowledge of the psychological characteristics of the individual and the service process; knowledge and observance of the aesthetic standards of service by the personnel; knowledge and observance by the staff of the procedure for servicing guests. In the knowledge of the culture of behavior and hospitality, hotel workers must constantly improve. This is facilitated by the training and retraining of personnel.

The guest should be served in such a way that, even in a very bad mood, he would not be able to make a complaint about anything. The reputation of the hotel directly depends on the quality of the services provided, which is a guarantee of competitiveness. The hotel should be perfectly clean, and customers should not see the staff involved in putting things in order. For a hotel to function efficiently, its staff must constantly work, creating coziness and convenience for its guests.

Guests will have a positive impression of the hotel only if the entire staff is cordial and friendly to him. Therefore, employees to work in hotels undergo a fairly strict selection.

Hospitality businesses need trained professionals with a certain amount of experience. Personnel training and education is an investment of money and time, which must be used rationally, therefore, the system of personnel training for hotel enterprises should be improved, taking into account the requirements of the hotel services market. At present, the need to develop an educational system in the field of hotel business is recognized, taking into account the current situation, as well as forecasts for the future. CEOs of large hotel chains, interested in the development and prosperity of their business, pay attention to improving the culture of serving guests. Learning is not just about acquiring new knowledge, acquaintance with new opportunities and new solutions. The result of the training should be the ability of the staff to find more and more effective solutions in the daily activities of the hotel. Working in market conditions makes high demands on the level of qualifications of personnel, knowledge and skills of the employee: knowledge, skills, attitudes that helped to work successfully in the past, are now losing their effectiveness.

In some hotels, newly hired employees are required to attend introductory (orientation) lectures and trainings. At the first stage, all newcomers are assisted by experienced mentors who introduce them to the peculiarities of working in a hotel. There are classes such as the Guest Service Course for frontline employees and the Management Mastery program for managers. There are training programs for ordinary workers ("Welcome, new colleague!" And "Yes, I can! - Keeping promises") and a range for managers ("I am a leader and mentor. My strengths and weaknesses", "My appearance , manners, style of behavior - a role model "," Responsibility. Control. Consequences of behavior "," Encouraging employees. Giving approval "," Taking disciplinary action ").

There are two priority areas of training - vocational training and training aimed at personal growth of the employee. Both areas are very important, as only an employee who is competent in their field can achieve good career results.

Some hotels have a special program with the following directions:

1) culinary business;

2) bartender and waiter skills;

3) the principles of work of the employees of the reception and service department;

4) work standards of employees of the economic department;

5) employee management;

6) conflictology;

7) time management.

The last three programs are for hotel managers.

In order for the hotel to remain competitive, all of its employees, without exception, must constantly improve their qualifications. Most of the attention is paid to the development of the qualifications of senior managers. Top managers try to do internships in leading five-star hotels and renowned restaurants abroad.

Corporate trainings in hotels have now become an integral part of the work of all employees. Their goal is to study etiquette, service standards, and acquire communication skills with clients. At group trainings, they study the national characteristics of people, because when developing standards, the psychological factors of human relations should be taken into account as much as possible. Usually the training is carried out by the heads of departments, but there are often cases when a specialist from abroad is invited for this.

In Russian hotels, maids and doormen are not required to know foreign languages, although knowledge of the spoken minimum is encouraged. In upscale hotels, there are English teachers who work with all categories of employees, teaching staff the set of phrases they need to work. The most active and promising employees can be given the opportunity to undergo retraining or advanced training in specialized educational institutions. Those who successfully pass the exams are awarded certificates or state-recognized certificates.

In hotels, it has become fashionable to conduct trainings with psychologists who help staff learn to avoid conflicts, "keep a smile" throughout the working day. This is due to the fact that the most frequent complaint of customers in high-ranking hotels is unsmiling staff.

In hotels, one of the approaches to staff training is “learning by doing”. This method was developed by the English scientist R. Revans back in the 40s. last century. Revans drew attention to the gap that exists between theoretical knowledge and its practical application, which means that knowledge can only be the result of action. The features of this method include:

The student is working on real problems, not on exercises or artificial situations;

Students learn from each other, not from the "teacher";

The student has a rare opportunity to start his career in this organization from scratch, working on real projects implemented by the hotel;

The student implements the results obtained and does not waste time preparing a report, plan or recommendations;

The process of "learning by doing" contributes to the emergence of a new motive in the practical activities of each student.

The disadvantages of this method include:

Unpredictability of the result;

Obligatory all-round support of the hotel manager.

One of the methods of enhancing the educational process is situational learning. Its essence lies in the search for a way to resolve the situation (position) in a specific specific socio - economic system. Based on the presented facts (events) related to the situation occurring in the real conditions of professional activity, the student must make a rational decision, acting first individually, and then within the framework of a collective discussion of possible solutions. The peculiarity of the method is that most often the situation does not have a single solution and is multivariate. Situational learning is used along with traditional methods in the form of lectures, seminars and workshops. Such types of situational learning as situational tasks, exercises and case studies are used.

The solution to the situational problem is associated with finding a way out of the situation in the industry, organization; analysis of the legality of the manager's actions given in the task. The description of the situation includes a statement of the conditions of the activity and the desired result, the solution of the problem is to determine the method of activity. When using this method, more attention is paid to an individual approach to the problem and their solution than to a group one.

Situational exercises are similar to situational tasks, but the material of the exercise is supported by the results of special studies, statistical reporting forms, regulatory documents and other information. The result of the solution is presented in the form of quantitative indicators, graphs, formulas, graphically depicted structures.

Case study is a situational learning method based on the analysis of specific situations. It is characterized by the creation of a problematic situation based on facts from real life. In the classroom, a real-life model of a hotel is used with hotel employees and their guests involved in the provision and consumption of services.

The result of situational training should be the deepening of knowledge on the main types of professional activity: booking hotel services; reception, accommodation and discharge of guests; organization of service for guests during their stay; sales of a hotel product. Situational teaching methods are most effective with a tight learning curve and contribute to the development of competencies:

Cognitive (through the development of analytical thinking, destruction of thinking stereotypes);

Informational (by instilling practical skills in working with information);

Communicative (by developing the skills of collective action, the ability to reasonably express their point of view, the development of new psychological qualities that contribute to successful business communication).

Active learning methods are methods that pay great attention to the practical processing of the knowledge, skills and abilities transmitted to the listeners. These include:

Trainings - training in which the theoretical blocks of the material are minimized and the focus is on the practical development of knowledge and skills. Students get the opportunity to develop and consolidate the necessary skills, to master new patterns of behavior.

Group Discussions - A group discussion on a given topic. They allow you to make the most of the listeners' experience, contributing to a better assimilation of the material.

Business games are a teaching method in which the processing of educational material takes place on the basis of situations that simulate certain aspects of the professional activity of students. Assumes the presence of a scenario, rules of the game.

Role-play is an analysis of a case study where learners play proposed roles in a business situation and then review their decisions. The game involves the formation of skill in solving managerial problems, the development of the ability to work together.

Behavioral modeling is a method of teaching interpersonal skills and attitudes change.

Analysis of practical situations - analysis aimed at subsequent decision-making on a real or conditional task, problem. The method is focused on the formation of skill in solving problems by acquiring new knowledge and actively assimilating it.

Coaching is a process that contributes to the implementation of the development of the employee and, therefore, to increase the competence and improve the professional skills of the trainee. Using the methods of practical psychology, coaching focuses on the goals and needs of the employee.

Basket-method - when the student acts as a leader who urgently needs to put his desk in order, sort out business papers and make certain decisions on them.

The methods of professional training of hotel employees also include:

Rotation. They allow you to expand the employee's experience by systematically moving it from one job to another.

Training near the workplace. These are work briefings, technical training, the use of audio and video training aids, distance learning. Work briefing is training by a specially trained employee or line manager in matters related to performing work on this type of equipment; issues related to ensuring labor protection or fire safety at a specific workplace.

Technical studies within the framework of highly specialized knowledge are carried out by line managers in accordance with the programs they have developed.

The use of audio and video tutorials is intended for one-to-one training near the workplace on various specific elements of this business process.

The lecture, being one of the main teaching methods, is intended to convey information of the planned content to the listeners in the time allotted for it. Lectures are delivered by trained and experienced teachers who use the most up-to-date structured information and experience from other companies.

Group discussion allows you to activate trainees by asking them a problematic question or a group of questions on the topic of the course. The main objectives of the discussion are the effective assimilation of the material and the exchange of experience between the trainees.

A circular survey is an active activity that consists of questions from the trainer and responses from participants to one general question or a series of related questions. Its purpose is to include participants in the work, switch to a new topic, activate the perception of complex material, exchange practical experience.

There are two forms of training: training in the workplace and training outside the workplace. They are not mutually exclusive, and may even complement each other, since on-the-job training is often combined with training in other organizations or educational institutions. The main criterion when choosing one form or another is its effectiveness in achieving the training goals of each specific hotel employee.

On-the-job training has certain characteristics. First, the direct interaction of learning with ordinary work in an everyday work situation. Secondly, training is organized and conducted specifically for the employees of a particular hotel. Such training may involve inviting an external trainer to address the specific needs of the hotel.

Off-site training is provided by external training structures. It includes all types of learning outside of work.

Currently, in addition to traditional forms of education, modular, distance and multimedia education are distinguished.

The modular form of training involves the creation of a curriculum consisting of separate independent thematic modules. Advantages of the modular form: flexibility, mobility, focus on the individual needs of listeners. It is used in the organization of training for mass professions - driver, cook, hairdresser, etc.

Distance learning - learning at a distance using modern information and telecommunication technologies. The advantages include: a wide range of choice of an educational institution and teachers, a high degree of accessibility, an increase in the quality of educational services. In addition, this form of training allows the student to independently organize their classes. - The company's distance learning programs are adapted for any level of training of students and are very technological. This training is prepared by experienced trainers using the most up-to-date information and experience from other organizations. In addition to working hours, employees can use their free time, learning at their own pace.

The disadvantages of the distance form are:

The need to purchase additional equipment for the organization of technical equipment;

There is no control on the part of the teacher, it is impossible to determine whether the material is perceived correctly;

The possibility of teaching behavioral and some professional skills is limited due to the lack of personal, emotional contact;

Training is based on the self-motivation of employees.

Multimedia training assumes the presence of a specially equipped computer class or PC and multimedia educational programs. On the one hand, this form of training requires financial costs, but on the other hand, it saves on labor costs for teachers. The mastering of the material occurs at an individual, convenient pace for the student - the student can listen to the training material several times or stop playback.

The most preferred forms of conducting classes are currently considered the following: practical seminars (50%), lectures (31%), consulting seminars (30%), case studies / business games (29%), conferences (26%), trainings (25% ).

The organization of effective personnel training implies constant control over the conduct of training programs and assessment of their effectiveness. Efficiency assessment can be carried out in the following ways: collecting data before training (information about behavior, professional attitudes, knowledge and skills, quantitative and qualitative performance indicators), collecting data during training (motivation of students, interest in various materials, etc.), assessing the degree assimilation of data characterizing the professional activities of employees before and after training.

Thus, different methods of training hotel personnel are distinguished. Effective hotel management can be carried out with intensive training of personnel and further development of professional and personal qualities. This development is possible with the help of correctly selected methods and forms of training systems.

To keep hotels competitive, it is necessary to educate hotel staff in the basics of hospitality. Russian hospitality has a long tradition and the use of these traditions will allow any hotel to raise its level.

According to the Labor Code of the Russian Federation, the qualification of an employee is the level of his professional training, the availability of knowledge, skills, experience and skills necessary to perform a certain job.

Professional development is an obvious way to improve the performance of any organization. There are two main approaches to this issue:

self-education and education of management personnel - An increase in the coefficient of business activity of managers is impossible without the growth of professional knowledge.

Knowledge management - presupposes the formation of such a structure, the very basis of which is the principle of continuous self-improvement.

In modern practice of advanced training of executive personnel in Russia, the following active teaching methods are most common:

Trainings. Under trainings understand such training, in which the main attention is paid to the practical development of the studied material, when in the process of modeling specially assigned situations, students have the opportunity to develop and consolidate the necessary knowledge and skills, to change their attitude towards their own experience and the approaches used in work.

Programmed learning. The essence programmed training consists in a high degree of structuredness of the presented material and a step-by-step assessment of the degree of its assimilation. In programmed teaching, information is presented in small blocks in printed form or on a computer monitor. After working on each block, the student must complete tasks that show the degree of assimilation of the material being studied.

The advantage of programmed learning is that it allows the learner to move at their own pace. The transition to the next block of material occurs only after the previous one has been mastered.

Study discussion. This teaching method consists in conducting educational group discussions on a specific problem in relatively small groups of students (from 6 to 15 people).

Case-study. This method presupposes a transition from the method of accumulating knowledge to an activity-oriented, practice-oriented approach in relation to the real activity of a manager. Target This method is to teach students to analyze information, identify key problems, choose alternative solutions, evaluate them, find the best option and formulate action programs.

Business and role-playing games. This method is a complex role-playing game with different, often opposing interests of its participants and the need to make a decision at the end or during the game. Role-playing helps build important key leadership skills such as communication skills, tolerance, small group work, independent thinking, and more.

86. Qualification requirements for the personnel of hotel and tourism enterprises

In terms of qualification requirements, all hotel employees can be divided into three large groups: management staff(hotel administration, department heads, supervisors); staff working with guests(waiters, maids, doormen, porter); supporting departments(engineers, technicians, warehouse workers, stewards).

General requirements for executives, supervisors:

Correspondence of skills to the position;

Professional efficiency - the fulfillment of the assigned tasks with the maximum use of available resources;

Ability to make decisions, reason well, innovativeness, long-term vision;

Interpersonal and communicative competence, persuasion, respect for others;

Ability to train and develop professionally their colleagues;

Leadership by example;

Delegation of tasks;

Organizational skills and planning.

General requirements for all personnel:

Politeness, friendliness, enthusiasm, interaction with colleagues, relations with guests;

Flexibility, adaptability;

Acceptance of responsibility, initiative;

Personal hygiene;

Discipline, punctuality;

Knowledge of work, quality of work, attention to detail;

Work with stress, with stress;

Ability to complete tasks to the end;

Cost awareness;

Foreign language proficiency.

Personnel requirements can be divided into mandatory and recommended

Highest energy potential;

Enthusiasm for work;

An exceptional feature of communication with people;

Patience in dealing with clients and self-confidence;

Neat appearance, good diction, knowledge of a foreign language;

Ability to work independently;

High performance and endurance;

Rationality of work style;

Ability to overcome crisis situations and find the right way out of the current situation.

In addition to the above, you should consider and mandatory requirements to service personnel in the hospitality industry, they can be roughly divided into 4 groups:

1. Qualification(for all categories of hotels).

1.1. All service personnel must receive professional training. The degree of training should be appropriate for the services they provide.

1.Knowledge of a foreign language.

2. Behavior. The staff of all categories of hotels should be able to create an atmosphere of hospitality in the enterprise, should be ready to kindly fulfill the request of the resident and show patience and restraint in relation to hotel guests.

3. Medical requirements.

4. Uniforms. Staff of all categories of hotels who come into contact with residents must wear uniforms, in some cases including a personal badge indicating the first and last name. The uniform must always be clean and in good condition.

Changes in the economy and in the market for the provision of hotel services periodically require retraining of personnel, an increase in professional competence, through which new standards of efficiency are achieved.

Any program includes the name of the course, the purpose of the training, its content, participants in the training, place, duration, coordinator, cost of training.

To implement the established goals and objectives, there is a network of educational institutions that implement educational programs for secondary, higher, postgraduate and additional vocational education, training personnel for the tourism sector. Yu.I. Saratovtsev Organizational bases of reception and service of tourists: Textbook. SPb .: SPbGIEU, 2002.

Seminar training is often advisable to build on the speeches of trainees on independently chosen topics in order to enhance personal motivation, since the hotel employee chooses a topic close to him for the speech.

Seminar (from lat. Seminarium - nursery, portable - school), one of the main types of training practical classes, consisting in the discussion of message personnel, reports made by them based on the results of educational research. Seminars are also used as an independent form of thematic training sessions not related to lectures. In such a speech, not only the topic is important, but also the practice of the presentation. Active learning is certainly associated with a performance, which he must carry out according to certain regulations. A time-limited presentation should be meaningful, focused on the interest of the audience; it should represent a model for the presentation of a tourism product and a specific service to potential buyers, including answers to questions from listeners as customers.

This training is easily perceived as a technological necessity by workers in the tourism sector, where the main activity is direct communication with the consumer.

For professional development to be effective, it is imperative that employees see that senior management supports their development personally and financially.

The objectives of the training can be as follows:

- improving the understanding of regulations, rules, professional standards (qualification requirements) related to the performance assessment system (for example, the quality of room service, service culture in order to increase the utilization of the room fund, and therefore increase profits and, accordingly, the wages of employees);
- improving the skill of listening and using what was heard (culture of speech, culture of behavior, rules for negotiating, talking on the phone);
- decrease in the number of incoming complaints.

Since training is a form of education, some of the principles of learning theory can naturally be applied in this area. They are important for both formal and non-formal curriculum.

1) The learner must be interested in the results. To learn, a person must want it. The presence of such motivation determines the enthusiasm of the audience, concentrates their attention on learning activities, and consolidates what has been learned. In turn, motivation is influenced by the conviction and receptivity of the trainees.

There are four factors that contribute to high interest rates:

1.favorable work environment:
- - the existence of sufficient grounds for the performance of the work;
- - good understanding, communication and trust in relationships with comrades and leaders:
2. the conviction that the content of the training is very important.
3. conviction in their abilities to master the subject of study.
4. the conviction that training will bring significant benefits in the future.
2) The study must be reinforced. Behavioral psychologists believe that learners achieve the best results when the skills learned in the learning process are immediately reinforced. A student who has achieved certain progress should be encouraged (through bonuses, promotion, etc.). For students, certain standards must be set that they need to achieve, including intermediate ones. Such standards are a measure of satisfaction. It is necessary to use active learning methods. These include business and role-playing games, analysis of specific situations, socio-psychological trainings, etc.
3) Learning should reinforce practice. It takes time to assimilate the studied material and generalize it. And this requires not only repetition, but also reinforcement in practice.
4) The presented material must be comprehended. This can be helped by specialized materials — examples, discussion questions, and self-study materials.
5) Teaching methods should be diversified. Boredom, not fatigue, interferes with learning in the first place. Any method - be it old-fashioned lectures or computer games - can become boring if overused. It is necessary to use videos, videos about the quality and culture of service in other hotels. Conduct games between students to consolidate the rules of conversation, ethics, behavior.
6) The available material should be comprehended by the students. In principle, this means that sufficient time should be allocated to assimilate it.
7) The theory should be approximated to the specific work environment. It is necessary to do everything possible to bring the learning process closer to reality, then after returning to work the student will be able to immediately apply their knowledge in practice.

Mentoring is one of the forms of adaptation of a new employee, as well as one of the types of training. It is believed that mentoring is the most effective type and an important link in corporate training. The ultimate goal of a mentoring program is to "create" an effective employee for your company. Mentoring can be applied not only to newly hired employees, but also to employees already working in the hotel, whose qualifications need to be changed for various reasons. For example, when a specialist moves from one structural unit to another, when an employee is promoted in position, etc. Distinguish between an individual form of mentoring (one mentor - one student) and a group form (one mentor - many students). Mentoring involves such a system of personnel training, in which the transfer of knowledge takes place directly in the workplace in a real work environment, when a more experienced employee transfers his skills to a newcomer. Examples are real professional tasks that a student solves under the guidance of a highly qualified specialist, having the opportunity to ask the expert opinion of an experienced professional. At the same time, the emphasis is on the practical component. The position of a mentor places special demands on such professionals. They need not only to be able to professionally perform their job functions, but also to be able to effectively and intelligibly transfer them to other employees.

In the process of mentoring, in particular, during initial adaptation, in the X hotel, a newcomer is officially assigned a mentor for 3 months - an experienced employee who closely monitors the behavior of a new employee and controls his acquisition of key skills for work. In the early days, the mentor devotes more time to the theoretical training of the trainee, brings to his attention all the necessary information that is useful in solving professional problems. Then the mentor more and more introduces his student directly into practical activity. Here role-playing games can be used to help work out various work situations, followed by their analysis and discussion of the pros and cons of the decisions made by the trainee. The mentor acts as a practical teacher, whose active intervention in the work of a new specialist usually ends with a probationary period. The mentor is involved in assessing the success of the probationary period, his opinion on the appropriateness of the further work of the new employee is one of the decisive ones, along with the opinion of the line manager and the opinion of the personnel manager.

As mentors for maids, senior maids or maids, who have managed to prove themselves from the best side during their work, usually act. In any hotel service there are “quality masters” - they can be not only a senior waiter, foreman of doormen or baggage carriers, senior electrician, senior administrator, but also line personnel with extensive experience.

graduate work

1.3 The level of qualification of the hotel staff, the forms of its improvement and the impact on the quality of service

It can be noted that the place of the reception and accommodation service in the hotel is undoubtedly huge, the fate of the organization itself will depend on it. But due to the fact that in Russia there are no clear rules defining the requirements and the need to apply certain international standards, the hotel business in Russia does not always correspond to both quality indicators and stated prices. Therefore, it is necessary to develop both a regulatory framework and a system for monitoring compliance with the requirements for hotel service. In addition, not all hotels provide high-quality services also because the staff themselves do not always have the necessary skills in work and the necessary knowledge, which should also be adjusted.

In general, the issue of qualifications has been rather difficult to solve recently, since it is based on the problem of creating the necessary working conditions, on the one hand, and on the other, it is necessary to follow the existing requirements. To the greatest regret, there are no requirements for the appearance of students entering the department of hotel and restaurant business. Yes, they can not be - each person is free to choose an education at will, but when hiring it is extremely necessary. Appearance, pretty features, youth - these are the main requirements for the hotel staff, since they must attract visitors not only with their knowledge, but also with their appearance. The problem is that not everyone with diplomas in their specialty fits this list, and if you do not follow it, then what quality indicators can we talk about. And even if it is unprofessional, many managers hire young men and women who have nothing to do with the hotel or restaurant business, but at the same time are the owners of youth, beauty and taste. As for their education and qualifications, this problem is usually considered to be solvable - you can easily train a person if he wants to work. But on the other hand, in many hotels (including the Don-Plaza), there is a high turnover of personnel, since the requirements for the personnel are high, and the qualifications for their implementation are simply not enough.

In fact, if you look at foreign partners, it turns out that the system of norms that provides an opportunity to profitably maintain the image and maintain the level of competitiveness in the hotel business is the competence of the staff. If a porter, then he must know all the establishments, cultural places and recreation places of any level in the city, if the manager of reception and accommodation, then a polyglot, if a cook, then only at the highest level and this applies to hotels of all different levels.

In our country, only a number of hotels follow these rules and not all of them have 5 *. And those that do not all meet the high requirements.

The problem of providing services in our country is very acute and just like the problem of the level of education and qualifications of personnel. On the one hand, this is due to globalization and open borders - it is necessary to comply with international standards, otherwise all domestic services will be replaced by foreign counterparts. On the other hand, it is necessary to take into account the fact that the requirements for personnel are a relatively recent phenomenon and therefore some time must pass for the society itself to realize what quality is and how to provide it.

And if you consider that there are a huge number of promising, tourist and economically different regions in Russia, then the hotel business is not only a promising direction in entrepreneurship, but also an important industry in education. The development of the service sector, tourism, restaurant and hotel business are interconnected industries that will provide the country's budget with fairly high profits, and the population with high-quality service, and therefore it must be developed, starting with the education system and ending with a system of advanced training for already established employees.

Employee qualification - the degree of professional training, expressed in the level of training, experience, knowledge and skills required to perform a specific type of work. An employee's qualifications are established in the form of a rank or category.

Professional development - training due to a change in the nature and content of the work of specialists in a position, obsolescence of knowledge.

Factors influencing the need for training:

the dynamics of the external environment - the surrounding world is constantly changing, new technologies appear, new requirements for personnel, new political and economic conditions and an organization (in particular a hotel) are formed, must be ready for such changes and prepare the personnel for them;

change in strategy - throughout the entire period of the hotel's existence, it cannot retain in itself all that old that was originally laid down, it is necessary to carry out what reorganizations aimed at making a profit, and therefore, the strategy will be attracted towards the reorientation of activities and the staff must respond flexibly to what the management adds or, on the contrary, limits their functions in connection with the reorganization;

creation of a new structure, new types of activity - development of new markets, this is the key to success today. There is not a single organization that would be able to stay afloat, offering only one product - there should always be a choice, both for the consumer and for the personnel - whose activities can be multifunctional, which will ensure career growth or further employment;

analysis of the level of compliance with the requirements of workplaces, the qualities of workers occupying these places - constant testing, refresher courses, various checks in the immediate working conditions.

Forms of advanced training:

depending on who conducts the professional development program, they distinguish the advanced training of employees in the firm (internal) and outside (external). Training activities that are planned and implemented for employees of their own company are called internal, or in-house, professional development. It does not matter where exactly these events are held. Further training outside the firm (external). Carried out in educational institutions. A special form of external professional development is intercompany professional development;

depending on the nature of the connection with practical activities, they distinguish between advanced training in the workplace and advanced training outside the workplace. Training forms of training in isolation from the workplace (seminars, courses, colloquia, etc.) are assigned tasks consisting in a systematic review of certain areas and development trends, in stimulating initiative and the formation of new ideas, in practicing behavior and obtaining information about the impact typical styles of behavior. Typical forms of professional development in the workplace are: directed transfer of experience, creation of preparatory jobs (for example, places for assistants, apprentices), systematic and systematic change of workplaces, transfer systems from one position to another (which is often a prerequisite for taking leadership positions ), assigning special tasks and granting the rights to represent the company outside, discussing topical work problems;

depending on the degree of organization of the professional development process, organized and unorganized professional development are distinguished. Along with the organized form of advanced training, the unorganized, or so-called independent, form of advanced training is of certain importance;

depending on the content of advanced training activities, they distinguish advanced training in the professional field, behavioral development, and problem-oriented advanced training. Problem-oriented activities for advanced training are carried out depending on the appearance of problems in the company, for example, with an increase in the percentage of rejects or with the introduction of a new technological process. These activities are often part of large-scale organizational change (organizational development) concepts;

depending on the target groups, they distinguish advanced training of executives, general advanced training of the company's employees (technical specialists and specialists of the company's economic departments, foremen, young employees going for promotion) and open training programs (for all employees without restrictions, which can be calculated even their family members.

Thus, we can conclude that the development of personnel qualifications, on the one hand, is a problem of the organization itself, but on the other hand, this can also be attributed to the problems of the state itself, since there are quite a few places and programs for the development of qualifications of representatives of the hotel business, their improvement , which should be organized by both educational institutions and government agencies responsible for recreation and tourism, as well as high-quality service to the population. In addition, modern society is on the verge of colossal changes, when the main goods and the basis of production will be precisely the service. Already today there are a number of states that are switching to innovative technologies, abandoning the usual production and occupying their economy with the service sector. The result of this development is that society is again divided into developed, developing and catching up, and this in the age of globalization can adversely affect the general principles of economic development throughout the world, and therefore threatens us with a new world economic crisis. And if Russia does not switch to this system in time, it will turn out that within the framework of our state the hotel business lags far behind and it can be replaced by foreign analogues.

But there are a number of hotels that do not just meet international requirements, they strive to show by their example the importance and need for the development of this industry. And in this work, it is necessary to find out whether the Don Plaza hotel belongs to such hotels.

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