Operating personnel: appointment, positions, duties, requirements. Junior staff is ...

Service personnel are the category of employees of an enterprise or organization performing specific functions (servicing of economic activities). The duties of such persons include ensuring the needs of customers, taking care of the cleanliness of buildings, the maintenance of machinery, as well as accompanying various trade or production processes.

Specificity of activity

No matter how active a person leads, he, in one way or another, encounters such employees. The staff, whose appointment is extremely wide, gives us the joy of walking along the clean streets, enjoying hot coffee and the pleasure of sleeping on fresh cushions at the hotel.

Often the faces of these people become the first to be seen by customers in institutions, so compliance with corporate ethics and rules becomes the primary responsibility of the staff. The job description of waiters, maids, vendors, hall administrators and other employees, along with the requirements for the level of professionalism, indicate what their manners, appearance, speech and behavior should be.

The importance of personnel for the successful operation of the enterprise

The market economy dictates quite tough conditions for business development. Today, the service sector is fuller than ever: from public catering establishments and hotels to various organizations providing repair work. The owner of private business will not be able to rejoice in a good profit without a wide clientele. Attracting new customers, as well as retaining loyal customers becomes the main goal of such managers, and here they can not do without a competently organized process and carefully selected personnel.

Serving staff can not be attributed to the highest paid category of employees. However, the scope of their duties is quite wide.

What are the general requirements for this group of people

At the enterprises and organizations with various specific economic activities, the list of requirements for the personnel of the lower level may differ significantly, but there are some general provisions:

• Doing your work as it is written in job descriptions. They are developed individually and specify rights and duties in the same place.
• Compliance with the rules concerning personal hygiene. The operating personnel must provide the management with data on the annual medical examination. If it is a question of the organization of a public catering, employees undertake to observe sanitary norms. It is also necessary to fulfill the requirements for catering products, which dictate regulatory and technical documents.
• Maintain cleanliness and order in your personal workplace.
• Knowledge and observance of the rules of labor protection, as well as fire safety requirements.
• Fluency in professional terms.

Requirements for service personnel: appearance

Good low-level workers need to attract as little attention to their personality as possible. The duties of the attendants include the formation and maintenance of customer loyalty to the company, so it is unacceptable to use bright cosmetics, large jewelry, loud speech or tactless statements.

As a rule, corporate rules state that the appearance of employees should be neat:

• Clean clothes (uniform or specified dress code).
• Manicure in women should be restrained (average length of nails, natural shades of lacquer). For workers in the field of nutrition, the presence of a coating on the nails is not allowed.
• Men's hairstyles and haircuts should be well-groomed, and the hair of women - neatly cleaned.
• Sign of high corporate culture is the availability of name badges indicating the position held by all serving employees.

Traditionally, managers tend to make service personnel impersonal, that is, to achieve the similarity of all employees among themselves. This approach positively affects the efficiency of the enterprise.

Features of work with service personnel in hotels

The requirements described above for any employee in the service sector become basic for hotel employees. Among other things, it is mandatory for them to master international foreign languages.

For hotel staff who have won one or two stars, you need to know one language. Those workers who are lucky enough to get into institutions with higher ratings (three and four stars) can not do without the possession of two international languages.

Heads of hotels with the coveted five stars require from the staff fluency in three languages. Here the rules of communication between clients and staff are strictly regulated, because often the guests speak to just a few people (maid, porter, receptionist) and make up an opinion about the establishment on the basis of very short dialogues.

The friendliness, politeness, smileiness and diplomacy of the personnel in many respects influence the mood of the guests as well as their desire to return to this place again.

Who are the employees of junior staff

Employees of the enterprise or organizations that do not participate in the production process or in management activities are called junior service employees.

They are engaged in cleaning and maintenance of office space or attached to employees who belong to a higher level (employees, managers).

Junior maintenance personnel are cleaners, pupils, guards, assistants to other employees. These people do not contact customers. Moreover, visitors and guests should not even see them, except in the process of performing direct duties.

Conclusion

The positions of maintenance personnel can be replaced by workers with specialized education or without it. Sometimes for their admission to the staff enough good experience and recommendations. On the shoulders of the leader lies the task of the correct and productive organization of the work of all these employees. It is also his responsibility to ensure that low-level personnel comply with the requirements concerning appearance, manners and behavior.

Literacy in the selection of employees, ensuring the continuous improvement of their knowledge and skills, as well as a comfortable working climate guarantee positive impressions of customers, high productivity and productivity of the company.