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Booking and sales manager
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(name of company)
APPROVE
JOB DESCRIPTION
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(Job title)
00.00.0000N000
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(signature) (initials, surname)
Booking Manager 00.00.0000
and sales
1. General Provisions
1.1. The Reservation and Sales Manager belongs to the professional category.
1.2. Recruited for the position of Reservation and Sales Manager
a person with higher professional education in the field of tourism
(tourism/socio-cultural service and tourism/tourism and sightseeing
___________________________________________________________________________
business/management of tourism and hospitality organizations/economics
___________________________________________________________________________
and management at enterprises of tourism and hotel industry)
without presenting requirements for work experience or secondary vocational
education in the specialty "Tourism" and work experience in the field of tourism
at least 3 years.
1.3. The booking and sales manager must know:
- ______________________________________________________________________.
1.4. The Reservation and Sales Manager in his activities is guided by:
Charter (Regulations) _______________________________________________;
(name of company)
- ____________________________________________________________________.
(other acts and documents directly related to labor
function of a booking and sales manager)
1.5. Reservations and Sales Manager reports directly to
_______________________________________________________________.
(name of the position of the head)
1.6. During the absence of the booking and sales manager (vacation, illness, etc.), his duties are performed by an employee appointed in the prescribed manner, who acquires the relevant rights and is responsible for failure to perform or improper performance of the duties assigned to him in connection with the replacement.
1.7. ___________________________________________________________________.
2. Functions
2.1. Carrying out marketing researches of tourist products.
2.2. Control over the implementation of tourist products and after-sales service.
3. Job responsibilities
The Booking and Sales Manager is responsible for the following:
3.1. He studies the conjuncture and development trends of the market of tourist products and tourist services.
3.2. It studies and analyzes the demand for tourism products sold, the needs of tourists.
3.3. Organizes the reception of requests from tourists, registration.
3.4. Organizes negotiations with tourists, harmonization of the terms of the contract for the implementation of the tourist product.
3.5. Organizes and provides tourist services: program of stay and travel routes; start and end date of the trip, its duration; the procedure for interacting with accompanying persons and obtaining additional services; prices for tourism products and services; the minimum number of tourists in the group; ways of informing tourists about the occurrence of circumstances that impede the fulfillment of obligations.
3.6. Ensures the conclusion of contracts for the sale of tourist products, the provision of tourist services.
3.7. Manages the booking and sale of travel tickets, hotel reservations.
3.8. Maintains the established documentation and prepares reports in a timely manner.
3.9. Organizes control over the implementation of tourist products and after-sales service, the fulfillment by the tour operator of obligations under the concluded agreements.
3.10. It studies the complaints and claims of tourists regarding the quality of tourist services, conducts a statistical analysis of complaints and claims, and takes measures to eliminate shortcomings in servicing tourists.
3.11. Instructs employees of the travel agency on the need to ensure the quality and safety of the tourism products sold and the individual tourism services provided.
3.12. ________________________________________________________________.
(other duties)
4. Rights
The Reservation and Sales Manager has the right to:
4.1. Participate in the discussion of draft decisions of the organization's management.
4.2. In coordination with the immediate supervisor, involve other employees in solving the tasks assigned to him.
4.3. Request and receive from employees of other structural units the necessary information and documents.
4.4. Participate in the discussion of issues related to the duties performed.
4.5. Require the management of the organization to assist in the performance of official duties.
4.6. _________________________________________________________________.
(other rights)
5. Responsibility
5.1. The Reservation and Sales Manager is responsible for:
For improper performance or non-performance of their official duties provided for by this job description - in the manner established by the current labor;
For violation of the Charter (Regulations) of the organization;
For offenses and crimes committed in the course of their activities - in the manner prescribed by the current administrative, criminal and civil legislation of the Russian Federation;
For causing damage to the organization - in the manner prescribed by the current labor legislation of the Russian Federation.
5.2. ___________________________________________________________________.
6. Final provisions
6.1. This job description has been developed on the basis of
Qualification characteristics of the position "Reservation manager and
sales" (Unified qualification directory of positions of managers,
professionals and employees. Section "Qualification characteristics of positions
employees of organizations in the tourism sector", approved by Order
Ministry of Health and Social Development of Russia dated 12.03.2012 N 220n),
_______________________________________________.
(details of other acts and documents)
6.2. Familiarization of the employee with this job description
carried out upon employment (before signing).
Familiarization of the employee with this job description
confirmed by ____________________________________________________________
(handwritten on the familiarization sheet, which is an integral part of
___________________________________________________________________________
part of this instruction (in the journal of familiarization with official
___________________________________________________________________________
instructions); in a copy of the job description,
__________________________________________________________________________.
held by the employer; otherwise)
6.3. ___________________________________________________________________.
Job description of the manager of the hotel reservation department [name of organization, enterprise, etc.]
This job description has been developed and approved in accordance with the provisions and other regulations governing labor relations in the Russian Federation.
1. General Provisions
1.1. The Reservation Department Manager belongs to the category of professionals and reports directly to the head of the reception and accommodation service.
1.2. A person with [educational level] education with no work experience requirements is appointed to the position of Reservations Manager.
1.3. The Reservation Department Manager is hired and dismissed from work by order of [the position of the head of the organization].
1.4. The Reservation Manager must know:
Foreign languages: [according to the regular clientele] within the scope of their work;
Culture of interpersonal communication;
Abbreviations accepted in the international tourist business / hotel industry;
Basics of labor legislation;
Rules and norms of labor protection;
Rules for the operation of means of communication.
1.5. The Reservation Manager must be able to:
Use modern means of communication (telephone, fax, copier, personal computer, etc.);
Store and retrieve information from the file system;
Prepare and organize work.
2. Job responsibilities
Booking manager:
2.1 provides the client with oral and written information about the placement and sale of rooms in the language of the client;
2.2 answers the client's questions within the scope of his work;
2.3 makes a preliminary reservation of places in the hotel by telephone, telex and fax;
2.4 conducts telephone conversations (incoming and outgoing calls, call forwarding, standby mode, receiving and sending telephone messages);
2.5 accurately receives and transmits information, checks the receipt of information by the addressee;
2.6 hands over cases at the end of the shift.
3. Rights
The reservation manager has the right to:
3.1 for all social guarantees provided for by law;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, report to the immediate supervisor on all shortcomings identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions and specialists information and documents necessary for the performance of his duties;
3.6 sign and endorse documents within their competence;
3.7 involve specialists from all (separate) structural divisions of the enterprise in solving the tasks assigned to it (if it is provided for by the regulations on structural divisions, if not, with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided for by labor legislation.
4. Responsibility
The Booking Manager is responsible for:
4.1 for failure to perform or improper performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
The job description was developed in accordance with [name, number and date of the document].
Head of structural unit [initials, surname]
[signature]
[day month Year]
Agreed:
Head of Legal Department [initials, last name]
[signature]
[day month Year]
Acquainted with the instruction: [initials, surname]
[signature]
[day month Year]
Performs direct changes to the database after a decision on price correction is made; 636.2.8 Ensures the preparation and approval of reporting documents and analytical reports on risk groups; 636.2.9 When carrying out pricing, it ensures minimization of the risks of violation of price discipline (State regulation) and write-off of goods due to the expiration date. 637 Performance evaluation indicators The activity of the Pricing Specialist is evaluated on the basis of the following indicators: 637.1 Timely and high-quality execution of all pricing procedures. 637.2 Compliance with the established procedure and deadlines for preparing reports in the entrusted direction. 637.3 Ensuring the implementation of plans for gross income. 637.4 High-quality and timely performance of the tasks and functions outlined in this job description.
Job description of the head of the department of pricing and estimated rationing
Provides: a combination of economic and administrative methods of leadership, unity of command and collegiality in discussing and resolving issues, material and moral incentives to improve the performance of subordinates; application of the principles of material interest and responsibility of each employee for the work assigned to him and the results of the work of the department.
- Rights of the head of the department of prices and tariffs
The Head of the Department of Prices and Tariffs has the right to: 5.1. Get acquainted with the draft decisions of the company's management regarding the activities of the price and tariff department. 5.2. Submit proposals to improve the activities of the price and tariff department for consideration by the management of the enterprise.
5.3. Interact with the heads of all (individual) structural divisions of the enterprise. 5.4. Sign and endorse documents within their competence. 5.5.
Booking manager job description
The head of the department for booking and sales of tourist products of the tour operator organization is held liable: - for improper performance or non-performance of his duties stipulated by this job description - in the manner established by the current labor legislation of the Russian Federation; - for violation of the Charter (Regulations) of the organization; - for offenses and crimes committed in the course of their activities - in the manner prescribed by the current administrative, criminal and civil legislation of the Russian Federation; - for causing damage to the organization - in the manner prescribed by the current labor legislation of the Russian Federation. 5.2. . 6.
General provisions 635.1 This job description is the main regulatory and organizational document that establishes the functions, rights and obligations, responsibilities of the Pricing Specialist, regulating the organization of his activities, the procedure for business interaction with officials of XXX structural divisions and other organizations. 635.2 This job description is a document of direct action, comes into force from the date of approval and is mandatory for the employee from the moment of familiarization against signature. 635.3 Renaming, liquidation of the position of the Pricing Specialist, appointment to the position and dismissal from the position held are carried out by order of the General Director XXX.
Info
It studies and analyzes the motivation of demand for tourism products sold, the needs of tourists and other customers of services. 3.3. Creates databases on tourism products. 3.4. Determines and coordinates prices for tourist products. 3.5. Organizes and conducts business negotiations. 3.6. Ensures the conclusion of contracts for the sale of tourist products.
3.7. Manages the booking and sale of transport tickets, hotel reservations. 3.8. Coordinates the fulfillment of obligations for accommodation, accommodation, food and insurance of tourists for the period of a tourist trip, their transport, visa, excursion, medical care, provision of additional services (cultural and sports nature, guide-interpreter). 3.9. Controls the booking of services, their confirmation and execution.
3.10.
Job description of the head of the reservation and pricing department
General corporate norms The activity of the Pricing Specialist is regulated by the general corporate norms reflected in the following documents: 638.13 This job description. 639 Rights The Pricing Specialist has the following rights necessary to perform his functional duties: 639.1 Receive information necessary for the implementation of his activities from all structural divisions and officials of XXX within his competence. 639.2 Submit proposals to senior management on issues related to their competence. 639.3 Provide guidelines and clarifications to XXX employees as part of their functional duties. 639.4 Take initiatives aimed at improving the quality of their work, the work of the department, the department as a whole.
Examines the reasons for sending complaints and claims by clients to the quality of services provided or to the terms of concluded contracts and takes measures to prevent their occurrence, to eliminate deviations in the execution of accepted applications and contracts. 3.22. Organizes registration of hotel documentation, compilation, accounting and storage of reporting data. 3.23. Maintains personal contact with VIP clients.
3.24.
Maintains the established documentation and prepares reports in a timely manner. 3.25. . (other duties) 4. Rights The Booking Manager has the right to: 4.1. Participate in the discussion of draft decisions of the hotel management. 4.2. Sign and endorse documents within their competence.
4.3. Initiate and hold meetings on production, economic and financial and economic issues. 4.4.
Provides interaction with travel agencies, tour operators, tour agencies, hotels and ticket offices and other third-party organizations. 3.11. Maintains documentation and prepares reports in a timely manner. 3.12. . (other duties) 4. Rights The head of the department for booking and sales of tourist products of the tour operator organization has the right to: 4.1.
Participate in the discussion of draft decisions of the organization's management. 4.2. Sign and endorse documents within their competence. 4.3. Initiate and hold meetings on production, economic and financial and economic issues.
4.4. Request and receive necessary information and documents from structural units. 4.5. Conduct quality and timeliness checks on assignments. 4.6.
Responsibility The head of the pricing department is responsible in accordance with the procedure established by the laws of the Russian Federation for: 6.1 Failure to ensure the performance of the functions assigned to the department. 6.2 Failure to perform or improper performance of their official duties, as well as failure to ensure the performance of work by employees subordinate to him on issues of production activities. 6.3 Inaccurate information about the state of the department's work. 6.4 Failure to comply with orders, instructions and instructions of the General Director and Director for Economics of the enterprise. 6.5 Violation of the current legislation, the requirements of the standards of the enterprise of the enterprise's quality management system and the requirements of regulatory documentation on issues of its production activities. 6.6 Failure to ensure compliance with labor discipline by subordinate employees. Head of Pricing Department Ts.Ts.
The head of the pricing department, in addition to the orders of the director for economics, carries out oral and written orders of the general director of the enterprise. 2 Responsibilities The head of the pricing department is obliged to: 2.1 Provide methodological guidance for the main activities of the employees of the pricing department. 2.2 To analyze and control the effectiveness of the pricing policy. 2.3 Ensure the participation of the department in the preparation of long-term and current plans for the production and sale of products. 2.4 Coordinate the activities of all functional units for the collection and analysis of commercial and economic information. 2.5 To take direct professional part in the implementation of the functional work of the department: - pricing; - formation of price lists; - analysis of sales (orders); - monitoring and analysis of competitors' prices.
This job description has been developed and approved in accordance with the provisions of the Labor Code of the Russian Federation and other regulations governing labor relations in the Russian Federation.
1. General Provisions
1.1. The Reservations Manager is a professional and reports directly to the Hotel Director.
1.2. A person with a specialized tourism education, a bachelor's level or higher, is appointed to the position of a manager of the reservation department, without presenting requirements for work experience.
1.3. The reservations manager is accepted and dismissed from work by order of the Hotel Director.
1.4. The Reservation Manager must know:
– foreign languages: English (according to the requirements of the hotel) within the scope of their work;
– culture of interpersonal communication;
- abbreviations accepted in the international tourist business / hotel industry;
– fundamentals of labor legislation;
– rules and norms of labor protection;
– rules for the operation of communication facilities;
standards for organizing work with tourists;
- systems for booking and issuing services;
– schemes for working with hotels, hotels, carrier companies (air, rail, bus, cruise, etc.) and other organizations;
- basics of psychology;
- the theory of interpersonal communication;
- conflictology;
– systems for booking and issuing services.
1.5. The Reservation Manager must be able to:
Use modern means of communication (telephone, copier, personal computer, etc.);
Store and retrieve information from the file system;
To control the implementation of tourist products and after-sales service;
Prepare and organize work.
2. Responsibilities of the Booking Department Manager:
2.1 provides the client with oral and written information about the placement and sale of rooms in the language of the client;
2.2 answers the client's questions within the scope of his work;
2.3 makes a preliminary reservation of places in the hotel by phone, e-mail.
2.4 conducts telephone conversations (incoming and outgoing calls,);
2.5 accurately receives and transmits information, checks the receipt of information by the addressee;
2.6 maintains the established documentation and prepares reports on time.
2.7 accurately receive and transmit information to the relevant departments, checks the receipt of information by the addressee;
2.8 send booking confirmations to guests;
2.9 creates bookings in the program
2.10 keeps track of unpaid bookings
2.11 works with OTA: control of quotas, prices, channel efficiency.
2.12 leads the development of the OTA base;
2.13 advises private and corporate clients about hotel services.
2.14 draws up commercial offers to clients.
2.15 makes reservations through intermediaries: tour operators, travel agents;
2.16 controls the timely payment of prepayments from customers;
2.17. issuing and sending invoices;
2.18. keeps records of cash receipts
2.19 conducts the conclusion of contracts for the sale of tourist products, the provision of tourist services.
2.20. organizes the acceptance of requests from tourists, the execution of payment documents.
2.21 sends SMS congratulations to club guests on their birthday;
2.22. monitors guest reviews on Booking.com, Tripadvisor weekly;
2.23. provides various types of reports;
2.24 hands over cases at the end of the shift.
The reservation manager has the right to:
3.1 for all social guarantees provided for by law;
3.2 get acquainted with the draft decisions of the management of the enterprise concerning its activities;
3.3 submit proposals for the management to improve the work related to the responsibilities provided for in this instruction;
3.4 within the limits of its competence, report to the immediate supervisor on all shortcomings identified in the course of activities and make proposals for their elimination;
3.5 receive from structural divisions and specialists information and documents necessary for the performance of his duties;
3.6 sign and endorse documents within their competence;
3.7 involve specialists from all (separate) structural divisions of the enterprise in solving the tasks assigned to it (if it is provided for by the regulations on structural divisions, if not, with the permission of the head of the enterprise);
3.8 require the management of the enterprise to assist in the performance of their duties and rights;
3.9 improve their professional qualifications;
3.10 other rights provided for by labor legislation.
4. Responsibility
The Booking Manager is responsible for:
4.1 for failure to perform or improper performance of their official duties provided for by this job description - to the extent determined by the current labor legislation of the Russian Federation;
4.2 for causing material damage to the employer - within the limits determined by the current labor and civil legislation of the Russian Federation;
4.3 for offenses committed in the course of carrying out their activities - within the limits determined by the current administrative, criminal, civil legislation of the Russian Federation.
Agreed:
Hotel manager [Name]
[signature]
[The name of the company]
Legal. the address:
Fact. the address:
We have read and agree with the job description:
Full name ____________________________________________ Signature ____________
Posted On 02.05.2018
Job Descriptions
Open in WORD format
The job of a hotel manager is to organize the provision of guests with everything necessary for a comfortable and pleasant pastime in the hotel.
Hotel managers are responsible for the effective actions of staff in providing hotel services and creating conditions for a comfortable stay.
The hotel manager is fully responsible for the actions of the hotel staff. Within his competence and in accordance with the powers granted to him (by the owners of the hotel), he determines the price list policy, distributes finances between the structures of the hotel, gives permission to spend funds, sets standards for guest service, design of hotel rooms and premises, and carries out administrative and economic management of the hotel complex etc.
In small hotels, one manager usually manages the staff, who has the status of a general manager. However, in large ones, in addition to the general manager, the position of a resident manager may be introduced, who, although usually working 8 hours a day, as a rule, lives in a hotel (24 hours if necessary) in order to resolve any operational problems that require the intervention of the administration and to find solutions. to get out of critical situations.
In addition, as a representative of the administration, the resident manager oversees the daily activities of the hotel staff. In some cases, a hotel manager may combine the duties of both a general and a resident manager.
The general structure of a hotel might look like this:
Front Desk Service (FOM);
Hotel management service;
Cooking service;
Catering service;
Security and engineering services;
Sales and Marketing Service;
Other general services (financial, etc.).
This section provides job descriptions for managers of the reception and service of guests and catering services. The main activities of the reception and service of guests are: meeting and registering guests, resettlement, meeting the needs of guests, settlement upon departure, organizing the departure of guests and other duties related to the reception and service of guests. Catering service is the service of hotel restaurants, bars, cafes.
HOTEL MANAGER INSTRUCTIONS
1. The hotel manager belongs to the category of managers.
2. A person who has a higher professional (economic) education, additional training in the direction of "Management in the hotel business", work experience in the hotel business in managerial positions of at least
3. The hotel manager must know:
3.1. The Law of the Russian Federation "On the Protection of Consumer Rights", the Rules for the Provision of Hotel Services in the Russian Federation, other regulatory legal documents governing the implementation of hotel activities.
3.2. Civil, financial, tax, investment legislation.
3.3. The procedure for developing business plans.
3.4. Market methods of managing and financial management.
3.5. Basic principles of financial planning.
3.6. Fundamentals of management and marketing.
3.7. Basics of administration.
3.8. The order of maintenance, design of residential and other premises of the hotel.
3.9. Organization of material and technical support of the hotel.
3.10. The procedure for concluding and executing economic and financial contracts.
3.11. Hotel industry.
3.12. Functional and planning organization and material base of the hotel.
3.13. Economics, organization of hotel services and organization of labor.
3.14. Foreign language core clientele.
3.15. The procedure for compiling reports on the economic and financial activities of the hotel.
3.16. The theory of interpersonal communication.
3.17. Office work standards (classification of documents, procedure for registration, registration, passage, storage, etc.).
3.18. Software fundamentals.
3.19. Methods of information processing using modern technical means of communication and communication, computers.
3.20. Security systems and procedures.
3.21. Fundamentals of labor legislation, rules and norms of labor protection, safety, fire safety rules.
4. The hotel manager is accountable to the founders represented by
|
(general meeting; board of directors; other body) |
5. During the absence of the hotel manager, his official duties are performed by the deputy(s) / assistant(s) appointed in accordance with the established procedure, who is responsible for their high-quality, efficient and timely implementation.
II. Job Responsibilities
Hotel manager:
1. Manages the financial and economic activities of the hotel in accordance with applicable law, bearing full responsibility for the consequences of decisions made, the safety and efficient use of the hotel's property, as well as for the financial and economic results of its activities.
2. Organizes the work and effective interaction of all hotel services, coordinates their activities, controls the quality and timeliness of the performance by the staff of these services of the tasks assigned to them.
3. Supervises the work of the hotel departments: reception and guest services, hotel fund management services, food preparation and catering services, engineering services, economic and other services, etc.
4. Participates in the development of the hotel's marketing policy, determines the standards for the provision and design of the hotel, standards for guest service, approves plans for advertising campaigns.
5. Leads the work of the hotel departments to develop models and ways to improve the quality of services provided, increase the number of visitors.
6. Approves long-term plans for all types of hotel activities, determines and approves the hotel's pricing policy (prices for a standard package of services, additional services).
7. Concludes contracts on behalf of the hotel for logistics (equipment, furniture, inventory, etc.), repairs of buildings, structures, premises of the hotel complex, other economic and financial contracts.
8. Provides the hotel with highly qualified personnel, takes a direct part in the selection of candidates for the positions of managers of the hotel departments, establishes requirements for them and responsibilities, concludes employment contracts with senior and middle managers, brings to their attention the basics of the hotel policy.
9. Analyzes customer feedback on the services provided by the hotel; economic performance of the hotel; efficiency of spending financial resources.
10. Reports to the founders on the economic performance of the hotel.
III. The rights
The hotel manager has the right to:
1. Act on behalf of the hotel, represent the interests of the hotel in relations with state bodies, local governments, legal entities and hotel customers.
2. Dispose of the property and funds of the hotel in compliance with the requirements determined by law, the charter (regulation), other regulatory legal acts.
3. Open settlement and other accounts in banks.
4. Make decisions on bringing employees to disciplinary responsibility in accordance with the law and local regulations, apply incentive measures, dismiss employees.
IV. Responsibility
The hotel manager is responsible for:
1. For improper performance or non-performance of their official duties provided for by this job description - within the limits established by the current labor legislation of the Russian Federation.
2. For offenses committed in the course of their activities - within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
3. For causing material damage to the hotel - within the limits established by the current labor and civil legislation of the Russian Federation.
Job description of the Manager
Organizes the work and ensures the economic efficiency of the hotel
The hotel manager must know:
The hotel manager has the right to:
Familiarized with the instructions: 200__ |
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hotel manager
The Reservation Manager is a specialist whose responsibilities include booking hotel services, as well as providing information to potential customers. Also, the booking manager is obliged to monitor compliance with all requirements and rules in the provision of hotel services.
A person who has a secondary specialized education, as well as work experience in the specialty of at least 1 year (or without it) can be appointed to the position of a booking manager.
Booking Manager Job Responsibilities:
Providing the client with written or oral information about available rooms (in the client's native language),
Advising the client on issues related to room reservations,
Making preliminary hotel reservations by phone, fax or e-mail,
Conducting telephone conversations, sending and receiving telephone messages,
Checking the receipt of information by the addressee.
For the position of a booking manager, a specialist with experience in this activity, as well as having certain characteristics, will be suitable. Such a specialist must be well versed in the field of hotel services and have information about competitors.
However, all this knowledge will be absolutely useless if the booking manager does not find a common language with potential clients. He must be able not only to speak beautifully, but also to be able to listen to the client. A friendly and polite conversation will help to establish a dialogue. In addition, the booking manager must be able to make a deal in time, convincing the client that the chosen option is the most profitable for the client.
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Conceptual diagram of the job of a general manager in a hotel
In order to better understand the essence of the work of general managers of hotels and develop a conceptual scheme for it, the American scientist Eddyston Nebel from Purdue University conducted a study of the effectiveness of the work of general managers of the ten best hotels in the United States with at least ten years of leadership experience. The smallest of the hotels selected for the study are internationally recognized luxury hotels with 400 rooms, while the largest are congress hotels with 2000 rooms.
Using the study, which was conducted with the help of a combination of observations of the subjects at the workplace, conducting a survey of the general managers themselves and heads of key departments, analyzing organizational and operational information from each hotel, the author compiled a picture of the work of general managers (Fig. 1.6).
Rice. 1.6. Factors Shaping the Job of a General Manager
The figure essentially depicts a model of factors that shape the work of general managers.
