Education & Job Placement.fr.en

Summary of Theory and
Practical Work Guide
Situation with regard to the profession
APRIL 2003
Document prepared by:
Last name and first name
Ms. Catherine Jacquier
Miss Christelle PORTIER
ORGANIZATION
AFPA Expert
AFPA Expert
Coordination ensured by:
Last name and first name
Samlali Soumaya
Samir Fousshi
Khouadri Noureddine
Function
DRIF Hotel Catering Project
Manager
Director of ISHR Casablanca
Coordinator CDC Hotel and
catering Casablanca
Linguistic revision
Validation
-
OFPPT / DRIF
2
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
SOMMARY
Presentation of the module
Situation with regard to the
profession Summary of theory
I. TOURISM AND HOTELS
I.1. Hotel activity.
I.2. The different types of accommodation
I.3 ..
II. THE PROFESSION "Receptionist"
II.1. Tasks and work activities
II.2. Presentation of an organizational chart of the staff of
a hotel structure
II.3. Job description
II. 4. Intervention of a hotel professional
II. 5.Learn about the labor market
III. LEARN ABOUT TRAINING
III. 1. Welcome booklet
III. 2. Evaluate their orientation in relation to their tastes and
expectations
Page
8
9
10
10
12
22
41
41
42
55
56
57
IV. 57
57
59
Practical work guide
I. TP1 DEVELOPMENT OF A QUESTIONNAIRE Knowledge of the “receptionist” profession
II. TP2"RECEPTIONIST" JOB FORM
III. TP3:INFORMATION ON THE LABOR MARKET IN THE
HOUSEHOLD FLOOR SERVICE
IV. END OF MODULE EVALUATION
60
61
Bibliographic list
68
Appendices
69
OFPPT / DRIF
62
64
66
67
3
Summary of Theory and
Practical Work Guide
MODULE 5:
Situation with regard to the profession
BUSINESS SITUATION
Duration: 30 h
10am: theoretical
6 p.m .: practice
2H: evaluations
FIRST LEVEL OPERATIONAL OBJECTIVE
OF SITUATION
CONTINUED INTENTION:
Acquire the competence for situate oneself in relation to the profession and
the training process taking into account the details and
participating in the proposed activities according to the scenario
plan, the conditions and the following criteria.
DETAILS
• Know the reality of the job;
• Understand the training program;
• Confirm their professional orientation.
SITUATION PLAN
PHASE 1 : BUSINESS INFORMATION
• Learn about the job market in the hotel reception service.
• Learn about the nature and requirements of the job: tasks,
working conditions, evaluation criteria, rights and
responsibilities of workers.
• Collect this information during visits, interviews, documents
etc.
• Present the data collected during a group meeting and discuss
their perception of the profession.
OFPPT / DRIF
4
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
PHASE 2: INFORMATION ON TRAINING AND ENGAGEMENT IN
APPROACH
• Discuss the skills, abilities and knowledge necessary to practice
the trade.
• Find out about the training project: study program, training
process, assessment methods, certification of studies.
• Discuss the relevance of the study program to the work
situation of the Floor Employees.
• Share their initial reactions to the job and
to training
OFPPT / DRIF
5
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
FIRST LEVEL OPERATIONAL OBJECTIVE
OF SITUATION (continued)
PHASE 3
: EVALUATION AND CONFIRMATION OF ITS ORIENTATION
• Produce a report (or an oral presentation depending on the
academic level of each) in which we must:
- specify his tastes, aptitudes and interest in the profession of
hotel receptionist;
- assess their professional orientation by comparing the aspects and
requirements of the profession with their tastes, aptitudes and fields
of interest.
FRAMEWORK CONDITIONS
• Create a climate of personal development and professional
integration
• Favor the exchange of opinions and promote the expression of all.
• Motivate trainees to undertake the proposed activities.
• Allow trainees to have a fair view of the profession.
• Provide trainees with the means to assess their professional
orientation with honesty and objectivity.
• Ensure access to relevant documentation: information on the
trade, training program, guides, etc.
• Organize a meeting with specialists in the trade.
PARTICIPATION CRITERIA
PHASE 1 : • Collects data on the majority of topics to be covered.
• Appropriately expresses their perception of the profession
during a group meeting by making the link with the data
collected
PHASE 2: • Give his opinion on some requirements that must be
satisfy to exercise the profession.
• Thoroughly examines the documents filed
• Listen carefully to the explanations
• Appropriately expresses their perception of the training
program during a group meeting
• Clearly expresses their reactions
PHASE 3: Produce a report (or an oral presentation depending on the grade level
of each) containing:
- a summary representation of his tastes, fields of interest,
aptitudes and personal qualities;
- explanations of its orientation by making, explicitly, the links
requested;
- a justification for its decision as to whether or not to continue the
program.
OFPPT / DRIF
6
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
SECOND-LEVEL OPERATIONAL OBJECTIVES
LTHE INTERN MUST MASTER THE KNOWLEDGE, KNOW-HOW, KNOW-HOW TO PERCEIVE OR KNOW
HOW TO BE A JUDGE PRIOR TO LEARNING DIRECTLY REQUIRED FOR THE'BREACH OF L'FIRST-LEVEL
OBJECTIVE, THUS:
Before undertaking the activities of each phase, the trainee must:
1. Be receptive to information relating to the trade and training.
2. Have the desire to share their perception of the job with the other people in the
group.
Before undertaking the activities of phase 1 (information on the job) the
trainee must:
3. Locate the information
4. Determine a way to record and present data.
5. Distinguish between task and workstation.
6. Give the meaning of "qualification required at the threshold of entry into the labor
market".
7. Explain the main rules for properly discussing in a group.
Before undertaking the activities of phase 2 (information on training and
commitment to the process) the trainee must:
8. Distinguish the skills from the skills and knowledge required for the
profession of hotel receptionist.
9. Describe the nature, function and content of a program of study.
Before undertaking the activities of phase 3 (Assessment and
confirmation of orientation) the trainee must:
10. Distinguish between tastes, aptitudes and fields of interest.
11. Describe the main elements of a report confirming a choice
vocational guidance.
OFPPT / DRIF
7
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
PRESENTATION OF MODULE
Module 1 - BUSINESS SITUATION is the first week of training.
Its overall duration is 30 hours, i.e. 10 hours of theory, 18 hours of practice and 2
hours of evaluation.
The objective of this module is to situate oneself with regard to the profession and the training
process.
More precisely, this module will allow the trainee to:
• Learn about and understand the realities of the “hotel receptionist” profession
• To understand and take ownership of the training program
• To confirm his professional orientation.
The themes will be as follows:
• Tourism and Hospitality
Hotel activity
The different types of accommodation
• The profession of "hotel receptionist"
Functions, nature and requirements of
the job Job pool
• Training
Process
Content
Assessments
Internship
• The expectations of trainees with regard to training and the profession
Professional project
Personal expectations
Writing of a report or a presentation bringing together all the
information collected.
Several evaluation criteria will be implemented:
• Information gathering
• Processing of information
• Expression and communication of information
• Producing a report
OFPPT / DRIF
8
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Module: THEORETICAL SUMMARY
OFPPT / DRIF
9
Summary of Theory and
Practical Work Guide
I-
Situation with regard to the profession
TOURISM AND HOTELS (This part can be given to the trainees and
discussed during a class debate)
I-1
Hotel activity
Goal:
Understanding the Tourism and Hospitality business
Understanding the role of the hotel industry
At the end of the training, the trainee is intended to work within a hotel structure
with the objective of customer service. It is therefore important that he knows the
environment in which he is destined to develop professionally.
TOURISM AND HOTELS
Tourism an economic stake What
is a tourist?
The different forms of tourism
The hotel industry: definition
The role of the hotel industry
TOURISM AN ECONOMIC ISSUE
Tourism includes “the activities carried out by people during their travels and stays
in places outside their usual environment for leisure, business or other reasons”.
The hotel industry cannot be dissociated from tourism, of which it constitutes one of
the essential components.
Economically, tourism represents more than a million direct jobs, 90% of which
are in the hotel and restaurant industry.
What is a tourist?
"Must be considered as a tourist, any person traveling outside their main residence
for a period of at least 24 hours and less than 4 months and who spends at least
one night in collective or private accommodation in the place visited ".
OFPPT / DRIF
10
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The different forms of tourism
The reasons for travel can be classified into 6 large groups.
For leisure, relaxation, vacations
For business and professional reasons (sales representatives, professional
meetings, exhibitions, fairs, etc.)
For private reasons, visits to relatives, friends (weddings, family reunions,
etc.)
For medical treatment (pilgrimages) Others
(school trips, cultural trips)
The hotel industry: Definition
This term has traditionally been applied to all accommodation establishments of
any kind, where travelers / visitors can be accommodated and fed for a fee for daily,
weekly or monthly occupancy.
The hotel industry has long been the main form of tourist accommodation.
The hotels in the French hotel portfolio are very diverse. The forms of ownership,
the management and marketing methods, the services and equipment offered, the
target clienteles and the location are all differentiating criteria.
The expression “Hotel Industry” is used because of the number of jobs provided,
the industrial character of hotel chains, but also because of the multitude of small
craft and family businesses.
The role of the hotel industry
The hotelier who welcomes and lodges a foreign tourist collects foreign currency
which weighs in an appreciable way on the balance of accounts of our country.
In countries with a tourist vocation, the hotel industry, because of its volume of
business, actively participates in economic and social life.
Due to the need to constantly adapt to the market, the hotel industry is inventive
and creates new products, new concepts responding to the evolution of the
customer base.
OFPPT / DRIF
11
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Finally, the hotel industry contributes to the reputation and prestige of Morocco, a land
of welcome and tradition, of which there is no need to recall the natural riches and
beauties, the artistic treasures as well as the great technical achievements.
I-2-
The different types of accommodation
Goal:
Know the places of activity of the exercise of the profession
" hotel receptionist "
THE DIFFERENT MODES OF ACCOMMODATION
Tourist accommodation establishments
Outdoor accommodation
Rural accommodation
Holiday villages Youth hostels
Classification of tourist establishments The
different operating formulas
MOROCCO, one of the world's leading destinations, welcomes millions of national
and international tourists every year.
The heterogeneity of tourist demand has led to an evolution of the various
accommodation options to meet the aspirations and budget of the clientele.
Among the different types of accommodation, there are establishments operated
permanently throughout the year or only during one or more seasons. The clientele
makes variable stays there: weekly or monthly but do not take up residence there.
A seasonal establishment has an opening period that does not exceed 9 months per year
Tourist accommodation establishments
Tourist hotels: commercial establishment that offers daily or monthly furnished
rooms or apartments, from the simplest to the most luxurious, at a
passing customers; it may include a catering service.
OFPPT / DRIF
12
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The tourist residence: it is made up of a homogeneous set of rooms or furnished
apartments arranged in collective or suburban units. It has a minimum of common
equipment and services. It has a kitchenette.
The product is characterized by the following offer:
An apartment with bedroom (s), bathroom, living room, kitchen,
A capacity of 2 to 6 people
A hotel service: reception, cleaning, ...
A minimum catering service, bar.
Furnished tourist accommodation: they provide guests with rooms in
apartments equipped with all the essential equipment for a short stay
It is often:
From an outbuilding of the main house
From the owner's residence
Of a dwelling only intended for seasonal rental.
Outdoor accommodation
The outdoor hotel business has become a reality, it attracts an increasing
number of customers looking for contact with nature, a lifestyle and the
activities on offer.
Landscaped camping and caravanning sites are classified according to their mode
of operation in tourism camps or recreation camps.
The residential leisure park is a site designed to accommodate light leisure
accommodation (chalets, mobile homes and possibly caravans).
These accommodation structures designed for holidays provide their customers
with:
Restaurant service or take-out meals Retail stores
Swimming pool
A tennis court Various
activities
Rural accommodation
The rural environment was marked by an exodus which left vacant a significant
real estate heritage.
Rural inns: these are establishments of a modest category which cannot benefit
from the classification as a tourist hotel but which must nevertheless meet
OFPPT / DRIF
13
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
to specific administrative standards. Located in rural areas, these inns are grouped
into voluntary chains.
Bed and breakfasts and farm inns
The guest room
This form of homestay accommodation is comparable to the Anglo-Saxon “bed &
breakfast” formula. The traveler is lodged with private individuals who have fitted
out their homes (farm, farmhouse, castle, etc.) in order to welcome them as a friend
and help them discover their region. The rooms are with private bathroom or not.
The generous breakfast is always included in the price of the night. Meals prepared
by the hostess are served at a common table.
Gîtes de France: The federation is an approved national body for the promotion and control of
furnished tourist accommodation.
Rural cottage
Located in the countryside, by the sea, in the mountains, the rural lodging is a house
or an apartment rented by a rural owner. It includes one or more bedrooms, a living /
dining room, a kichenette or a kitchen as well as sanitary facilities.
The children's gîte
This cottage is designed to accommodate children in the countryside, by the sea, in the
mountains during school holidays.
The layout of the Children's Gîtes is intended to recreate a family atmosphere during
the holidays, complemented by a healthy life in the great outdoors.
The stopover and stay gîte
The stopover lodges allow you to stop on a hiking, cycling or equestrian route.
Holiday lodges are particularly suitable for groups of friends and families who wish
to stay for a weekend or vacation.
The stopover or stay lodgings are equipped with living spaces, sleeping
arrangements in bedrooms or dormitories, collective or private bathrooms. Depending on
the cottage chosen, you can use an equipped kitchen or enjoy the meals offered by the
owner.
Camping on the farm
Available locations allow tents or caravans to be installed in the middle of
nature near a farm.
The leisure chalet
The leisure chalets are accommodations located in the heart of nature, where
guests can practice many activities on site.
OFPPT / DRIF
14
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Holiday villages
These are accommodation centers intended to provide holiday stays at a fixed price
including:
Accommodation in apartments, tents, chalets,
etc. Catering or fitted kitchens Sports or
cultural activities
Retail businesses
They are operated by non-profit-making 1901 law associations or by
commercial companies.
Non-profit establishments
Holiday-Family Villages (VVF): they are intended to accommodate language
groups, snow classes, cultural and sports seminars or courses.
Family Holiday Homes: mainly accommodates families with their children.
In return, families are asked to participate in housework and maintenance.
Commercial enterprises
The world-famous Mediterranean Club, its villages are present in all touristoriented countries.
Les Etapes Trigano: this seasonal outdoor hotel chain, equipped with canvas
bungalows, is located on quiet sites close to nature, from the sea to the
mountains
The youth hostels
It is an international accommodation formula managed by a 1901 law
association. The youth hostel offers collective accommodation to a generally
young clientele who must be members of the association and pay a low price
per night.
The facilities allow you to prepare and eat meals on site.
Of modest capacity, they are most often located in rural areas
but they also exist in large cities.
OFPPT / DRIF
15
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Classification of tourism establishments
All establishments welcoming tourists are subject to official regulations; they
must meet minimum conditions of comfort and habitability according to
standards specific to each type of operation.
Usefulness of standards: their aim is to standardize the comfort of each
type of establishment and to classify them by category.
This classification is a precious indication for the customer as to the quality of the
service that he can expect and the prices charged.
Official ranking: the classification in different categories is expressed by stars
according to the level of comfort and fittings.
This classification is based on technical criteria (standards), the most
important of which for hotels are:
the location
Exterior and interior architecture
Furniture
The size of the rooms The
sanitary facilities
The phone
Lighting
The lifts
Heating
Thermal and sound insulation.
Ranking procedure for hotels
See appendix 2 and appendix on Decree n ° 2-02-640 of chaabane 1423 (October 9
2002) taken for the application of law 61-00 relating to the status of establishments
tourist
Approval of the different forms of accommodation
Tourist hotels 0 *, 1 *, 2 *, 3 *, 4 *, 4 * Luxury, 5 *
Tourism residences and furnished accommodation
1 *, 2 *, 3 *, 4 *, 5 * Camping 1 *, 2 *, 3 *, 4 *
1.2.3 or 4 ears of corn
OFPPT / DRIF
16
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The different types of accommodation - Summary
Establishments
accommodation
tourism
Hotel
tourism
Residence of
tourism
Furnished with
tourism
Accommodation
Accommodation
Villages of
vacation
Hostels
of youth
1. Camping and
1. Hostel
rural
2 bedrooms
hosts
1. Village
vacation
1. Hostel
of youth
outdoors
caravanning
2. Park
residential of
Hobbies
In a rural area
3. Rural house
4. Lodging
children
5. Lodging
of stages
6. Camping at
the farm
families
2. Houses
family of
vacation
3. Club
med. (ex.)
4. Steps
Trigano (ex.)
7. Chalet
Hobbies
Establishments
approved by
the Ministry of
Tourism
Establishments n we approved p
by the Ministry of Tourism
Regarding the old “prefecture hotels”: this type of small starless city center hotel
no longer exists since 1987.
Today, they are unclassified hotels, star classification is not compulsory. Safety
standards are nevertheless controlled there as for
other establishments by the services of the town hall or the Prefecture.
OFPPT / DRIF
17
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The different operating formulas
Independent operators
They own their own establishment, which they manage themselves, sometimes as a
family.
The independent hotel industry, although in decline is the largest and most diverse,
from the most modest to the most luxurious establishments, it ensures the
sustainability and richness of local traditions.
Hotel chains
A chain groups together establishments that represent a certain number of
identical services that may be of interest to a clientele that is easier to capture and
channel when presented with a common product, likely to appear in all the hotels of
the group.
Integrated hotel chains
These are groups of national and international companies that have created a
concept that can be duplicated around a market. They market their
establishments using a brand and brand strategy for each level of the range.
All decisions are taken by a staff which constitutes the group's head office, plans
the extension of the chain, the creation policy, hiring, the hierarchy of personnel
and ensures a common management system.
Examples of integrated chain signs
Integrated chains
Teaches
Formula 1
First class
The Balladins
Hotel stopover
Campanile
Ibis
Category
0*
0*
1*
1*
2*
2*
Integrated chains
Teaches
Clarine
Climate of France
Comfort Inn
Inter Hotel
Mercury
Novotel
Category
2 to 4 *
2*
2 to 3 *
2 to 3 *
2 to 4 *
3*
Voluntary chains
Independent operators decide to come together and unite their efforts within
of an organization in order to:
Benefit from a "chain effect" by building customer loyalty through a
brand,
Set up public relations advertising actions, Edit a guide,
Create a reservation center,
OFPPT / DRIF
18
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Create a purchasing group,
Receive a technical assistant and management advice.
The hotelier remains the owner of his establishment and is in charge of its
management; however, he must submit to the criteria of quality, reception and service
defined by the charter of the group.
Each of these chains imposes membership criteria on its future
members.
Some examples of voluntary chains
Best Western
Castles and traditional residences
Consort Hotels
Inter Hotels
Logis de France
Relais and Châteaux
Relay of silence
The Leading Hotels
Hotels that no longer meet the brand's quality criteria may be eliminated from
the voluntary chain.
Hotel groups represent the industrial form of the international hotel industry.
They seek maximum profitability based on market segmentation developed
with a strategy of retailers and brands.
Examples of hotel groups managing integrated chains
GROUPS
Accor
SIGNS
Ibis, Novotel, Mercure, Sofitel, Formula
Span
Campanile, First class, Clarine,…
Hotel and Co
Choice Hotels
OFPPT / DRIF
1, Hotel stopover,…
Climate of France, Balladin,…
Comfort Inn
19
nte at '
ron
ro
deny
ant
aruep
ti lpe
o es rs
i
L
chains
integrated
hL
oh
nei
ts
ace
e
the
ets
lc
s
ih
in d
L èa
rî
d 'G v
é
ex
ro
o
in
ppu lo
se s
in l
chains
iet
dopn
at
t
nam aires
tne
s ts nt
F
raoC
nl
cl
Ha
ib
so
ar
n/A
t ti
eo
tn
Fe
ra n
n tr
this
hoisted
from ge C
the so
tin
august
summer
bn ra
li and
20
ste
sln
and
mp re
er
o
ourp
t rc
ii
é
é
tt
was
ir d
ee
L
at
f
r
at
not
vs
h
i
s
e
L
e
g
em
her
tn
id
oa
nt
d
e
o
r
m
u
l
e
s
d
'
e
x
p
l
o
i
t
at
t
i
o
not
R
é
vs
at
p
i
t
u
l
at
t
i
f
S
itu
at
tio
not
at
u
re
g
at
rd
d
u
m
é
tie
r
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
KNOWLEDGE OF ACCOMMODATION
Hotel and tourism establishments
Work to do
From the various hotel guides, brochures and leaflets in your
possession :
a) Using document 1, identify for each establishment the
following characteristics:
- the business name of the establishment
- the chain and the hotel group (if applicable)
- Category and classification unit
- The price of the rooms
- Hotel services (breakfast, catering, observations)
b) Complete Document 2 from the information provided in
Document 1 of your documentation.
OFPPT / DRIF
21
O
R
p
e
VS
u
discount
ategory
0
m
ercialesd
cla U
star ss n
em ity
in
t ed
esetab
9
m
2
dS
had
sure
lissem
m 20
oy e
had
nr
no
ch
aP
m rix
b d
reses
# face
e sen
L
iber
service
P
D
J
R
NOT
S
ervicesh
ration
co S
m year
23
m it
ua
n ir
his
O
b
servation
s
hospitality
e
all
rism
e
drank o
a hotel
'h
and D
is at
rn
e,
ah
in
tsd
hoteliers
é
your
b
Lily
s
e
m
e
not
ts
d
'h
oh
you
she
laugh
e
td
e
to
u
laugh
m
e
VS
O
NOT
NOT
AT
IS
S
AT
NOT
VS
E
D
E
L
'H
E
B
E
R
G
E
M
E
NOT
T
S
itu
at
tio
not
at
u
re
g
at
rd
d
u
m
é
tie
r
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Hotel and tourism establishments
DOCUMENT 2
Main criteria for ranking hotel and catering establishments
tourism
Category
Last name
commercial of
of
Approval
(2)
establishment ranking
(1)
Example
Formula 1 hotel
Blois
(1)
(2)
(3)
(4)
(5)
Without star
Yes
Type
Type of
(3)
product
bedroom
establishment
Hotel
tourism
(4)
Standardized
Fashion
operating
(5)
Chain
integrated
Use the trade names from document 1
Yes, if the establishment meets official technical standards indicated by stars,
otherwise no
Tourist hotel, tourist residence, prefecture hotel, para-hotel establishment with
social vocation, para-hotel establishment with commercial vocation with hotel
services or without hotel services.
Standardized: same room decoration; Personalized: special decoration
bedrooms.
Voluntary chain, integrated chain, independent.
OFPPT / DRIF
24
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Hotel and catering establishments
tourism
DEFINITIONS
•
Business name of the establishment
This is the sign used by the company which is the
exclusive owner.
Examples: Joko Garbi hotel, Formule 1 Blois hotel, etc.
•
Hotel chain
Group of classified establishments bearing the same sign.
Examples: Ibis, Logis de France.
•
Hotel Group
Set of hotel chains and / or several commercial brands
Example: ACCOR
•
Classification Category
The category of an establishment is expressed by a character
varying from 0 to 4 for France and by a number from 1 to 5 for
international.
•
Classification unit
Symbol used to express the classification of an establishment.
Examples:
Tourist hotels: stars. Rural
lodgings: ears of corn.
OFPPT / DRIF
25
Summary of Theory and
Practical Work Guide
•
Situation with regard to the profession
Room size
Product of length by width expressed in m2.
Example: bedroom of 4m x 3m = 12 m2
•
Room price
Mandatory expressed in Dirhams.
•
Approval
Compliance of the establishment with official technical
standards materialized for hotels and tourist residences by
stars.
TYPES OF ESTABLISHMENT
Classification of establishments established according to several criteria:
1)
Certified hotel industry:
2)
Non-approved hotel:
Prefecture hotels
3)
Para-hotel establishments:
Social purpose
Commercial
•
-
Tourism hotels
Tourist residences
Tourist hotel (0 to 5 stars)
Commercial establishment of furnished accommodation classified,
offering rooms or apartments for rent to a clientele of stays
or of passage which except exception does not take up residence there.
OFPPT / DRIF
26
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Multiple choice questionnaire
1-
TOURISM AND HOTELS
Tourism includes:
Sports activities organized within the framework of the Olympic Games.
Activities carried out by people during their travels and stays for
leisure, business or other reasons.
Political activities carried out during presidential elections.
2-
Is considered a tourist:
Anyone hitchhiking.
Anyone organizing seminars at important events.
Anyone traveling for a period of at least 24 hours and less than 4
months and who spends at least one night in accommodation.
3-
The hotel industry is the set of accommodation establishments where
travelers can be:
Housed
Fed and housed
Fed
4-
The hotelier who welcomes and lodges a foreign tourist collects:
Currencies
Food
Recognition
5-
Agadir is bordered by
The Atlantic Ocean
The Pacific Ocean
The aegean sea
Mediterranean sea
MULTIPLE CHOICE QUESTIONNAIRE
THE DIFFERENT MODES OF ACCOMMODATION
OFPPT / DRIF
27
Summary of Theory and
Practical Work Guide
6-
Situation with regard to the profession
Mrs. and Mr. Menuel and their two children are accommodated for 2
days in an apartment with 2 #, bathroom, living room, kitchenette with
hotel service and minimum catering service in which tourist
accommodation establishment are they located?
A tourist hotel A tourist
residence
7-
This summer the Simpson family decided to camp in Corrèze in what type
of accommodation will they be?
Rural accommodation
A youth hostel Outdoor
accommodation
8-
At the end of the year, Santa Claus decided to take orphaned little
children to the seaside in order to recreate a family atmosphere in
what type of accommodation will they be staying?
Rural accommodation A
holiday village
Outdoor accommodation
Multiple choice questionnaire
THE DIFFERENT OPERATING FORMULAS
OFPPT / DRIF
28
Summary of Theory and
Practical Work Guide
9-
Situation with regard to the profession
Madame Habitude travels throughout France for her work. From Nice
to Lille or from Strasbourg to Quimper, she likes to stay in a hotel that
always has the same characteristics in terms of reception and layout of
the premises, what type of hotel will she choose?
An independent hotel
An integrated chain hotel A
voluntary chain hotel
10-
Which hotel group do Ibis, Mercure or Novotel hotels belong to?
Span
Accor
Disagreement
11-
Mr. Jesaistout is the owner of his hotel establishment which he manages with
complete freedom. Who is he?
A chain hotel manager An
independent operator A
franchisee
12-
Baroness Duchemolle inherited a sumptuous residence, she plans to
transform it into a hotel. While wishing to remain independent, she
nevertheless wants to benefit from the advantages of being part of a
hotel group, in what form will it be in her interest to
operate his establishment?
A hotel under management
mandate A voluntary chain hotel
An integrated chain hotel
13-
Madame Bibis has the
to repurchase in name clean the ibis hotel
Perrache project in Lyon. It wishes to exploit it
as a shopkeeper
independent while working with the Accor hotel group. What
will she have to establish a contract with this group?
A rental contract A
franchise contract A
management contract
Multiple choice questionnaire
CLASSIFICATION OF ACCOMMODATION ESTABLISHMENTS
TOURISM
14-
The official classification in different categories is expressed by:
OFPPT / DRIF
29
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Apostrophes
Stars
Astrological signs
15-
Indicate the intruder that does not allow the classification of an establishment:
Furnishings
The color of the windows
The surface of the rooms
16-
In order to have his hotel approved, Mr. Brutus must collect a
questionnaire from:
From his accounting firm
From the Prefecture of his department
From the office of the Commissioner of the Republic
17-
During
the approval of a tourist hotel what is the
highest classification it can achieve:
3*
3 * Luxury
4 * Luxury
5*
Multiple choice questionnaire
BUSINESSES AND FUNCTIONS IN HOTEL RESTAURANTS
18-
I am responsible for the team responsible for the general maintenance of
the hotel, who am I?
OFPPT / DRIF
30
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The reception manager
The housekeeper The
chef
19-
I am the “conductor” in the restaurant, who am I?
The accommodation manager The
team member
The hotel manager
20-
I am the guarantor of the cleanliness of the room, who am I?
The seamstress
The maid The linen
maid
21-
My main workplace is the laundry room, who am I?
The Bursar
The seamstress
The housekeeper
22-
I greet the client when he arrives at the hotel, who am I?
The breakfast service employee The
receptionist
The accountant
23-
At the start of the day I distribute the work on the floors to the maids
and valets, who am I?
The restaurant manager The
housekeeper
The accommodation manager
24-
In the dining room I am responsible for a row (of tables), who am I?
The cellarman
The catering manager The
chef de rang
25-
I receive the goods and I distribute them among the different
services, who am I?
OFPPT / DRIF
31
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The chef
The Bursar
The seamstress
26-
Complete
the diagram
following
in
indicating
the jobs
corresponding to the following 4 services: Reception / Floor service
Dining room / kitchen. (From the highest hierarchically).
ACCOMMODATION
RECEPTION
OFPPT / DRIF
SERVICE
FLOORS
RESTORATION
Room
Cooked
restaurant
32
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
II- THE PROFESSION "Hotel receptionist"
II-1-Tasks and work activities
Goal : to be able to define work tasks or activities and functions.
The overall objective of this first training module is to introduce the trainee to the
function of hotel receptionist and to locate the workstation within a hotel structure.
Definition of functions
A function constitutes a set of interdependent activities centered on the exercise
of a technique and represented by the tasks to be accomplished.
The specific functions of accommodation
Whatever the capacity and the category of the hotel, a certain number of
tasks must be carried out. You can group together tasks that meet the same
objective, for example: welcoming customers at reception. This set of tasks
related to reception is then called “a function” and in this case the reception
function.
OFPPT / DRIF
33
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
To understand structure and functions:
A simple diagram
ACCOMMODATION DEPARTMENT
Service
Service
RECEPTION
HOME + function
CASH +
INFORMATION
• Receptionists
FLOORS
Function
CLEANING +
MAINTENANCE OF
Function
BOOKING
• Employees at
reservations
Function
STANDARDIST
• Switchboard operator
•
•
•
BEDROOMS
Employee
of floors
Team member
Linen
Function
CONTROL +
ORGANIZATION
MAINTENANCE
• Housekeepers
II-2- Presentation of an organization chart of the staff of a hotel structure
(see Appendix)
The objective in the presentation of an organization chart is to allow the trainee to situate
the place of the floor employee in a hierarchical manner and to situate her position in
relation to a department.
This organization chart also makes it possible to work in groups, in support of the
trainer, on the following exercise: Tasks - Functions
OFPPT / DRIF
34
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
EXERCISE
KNOWLEDGE OF ACCOMMODATION
Structure and organization of the hotel business
Independent 2 * hotel
WORK TO DO
Consult document 1 (organization chart) to study the work of hotel employees.
Using document 2 (main tasks of all positions), choose the main tasks performed
by the receptionist, the night porter and the maid and write them down on
document 3.
Please note that some tasks can be assigned to several positions.
1. Classify the tasks of each position into homogeneous groups and note them
on document 4 in the “main tasks” column.
2. Find the name corresponding to each group of tasks obtained and write down
this in the “functions” column of document 4.
Example
Positions
Room maid
-
Tasks
Functions
To make the beds
To dust
To vacuum…
Cleaning
MAIN TASKS OF ALL POSITIONS
OFPPT / DRIF
35
Summary of Theory and
Practical Work Guide
1. Sell the rooms
2. Write the mail
3. Greet customers
4. Register arrivals
5. Update documents
6. Book the requested services
(restaurant, taxis, etc.)
7. Give the keys
8. Apply the instructions from
reception and management
(extra bed, VIP, etc.)
9. Forward messages and mail
from customers
Situation with regard to the profession
20.Clean and disinfect the sanitary
facilities in the reception hall
21. Cashing in payments
22.Monitor entry and exit: customers,
suppliers, equipment,
baggage
23. Inform reception if necessary
24.Centralize the breakfast sheets
and possibly prepare the
implementation
25.Answering the phone,
forwarding calls
26.Sell the various hotel services
10.Check availability
27. Invoice the services
consumed
11. Inform the various hotel services
28.Manage telecommunications
12.Clean the lobby offices
13. Make and save
reservations
14. Tidy up the floor offices,
equipment, linen, products.
29. Make the beds
30. Close all entrances to the hotel
(rounds of surveillance)
31.Classify reservation files
32. Make the dust
15. Inform customers according to their
requests (transport, leisure, etc.)
33.Closing the day (accounts
receivable)
16.Record departures and edit
customer invoices
34.Empty the garbage cans
17.Check / update / or create the
client file
18.Vacuum the bedroom and
hallway
19.Update the schedules
OFPPT / DRIF
35.Clean and disinfect the
bathroom in the room
36.Respond to customer
requests
37.Storing furniture and customers'
belongings
36
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
38.Prepare the breakfast buffet and
provide room service
39. Set up the bedroom with linen
and hospitality products
40. Inform reception and management
(rooms ready, lost property,
anomalies, etc.)
OFPPT / DRIF
37
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
KNOWLEDGE OF ACCOMMODATION
DOCUMENT 3
Positions and tasks
EXAMPLE OF ORGANIZATION OF ACCOMMODATION IN 2 *
(see Appendix)
Main tasks
Receptionists
OFPPT / DRIF
38
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Main tasks
Floor attendant
OFPPT / DRIF
39
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Main tasks
Night watchmen
OFPPT / DRIF
40
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
KNOWLEDGE OF ACCOMMODATION
DOCUMENT 4
Tasks and functions
OFPPT / DRIF
41
Summary of Theory and
Practical Work Guide
Positions
Situation with regard to the profession
Main tasks
Functions
Receptionists
OFPPT / DRIF
42
Summary of Theory and
Practical Work Guide
Positions
Situation with regard to the profession
Main tasks
Functions
Employee
upstairs
OFPPT / DRIF
43
Summary of Theory and
Practical Work Guide
Positions
Situation with regard to the profession
Main tasks
Functions
Night watchmen
OFPPT / DRIF
44
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
TO KNOW !
Independent two star hotel
Definitions
Complete your vocabulary
OFPPT / DRIF
45
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Task
Work to be done within a certain time
and to be carried out under certain
conditions.
Examples: making a bed, greeting the
customer, giving the keys, etc.
Function
Set of homogeneous tasks or
groups of activities.
Examples: reception, storage,
telephony, marketing,
communication, etc.
Multipurpose position
Person who occupies several
functions in his work. Examples:
receptionist, woman and valet,
night porter
Service
Group of positions in the
same industry.
Examples: Reception,
concierge, floors, ...
Department
Group of services in the same
sector of activity.
Examples:
accommodation, catering.
Organizational chart
Diagram representing the structure
of the hotel business
OFPPT / DRIF
46
II-3- JOB SHEET
Goal :
be able to establish a "hotel receptionist" job description
The construction or development of this job description will be established in progress and in two
stages:
1. 1st time: work to be done in pairs so that each trainee communicates
his information to the other. As for the search for information, the
trainees will draw both from their personal experience (lived
experiences, films, TV series, etc.) and from their intuitions. (beginning
of the week).
2. 2 ° step: job description to be corrected or completed during the visit
(meeting) with a professional (receptionist or reception manager
This job description must include the following information:
• Description of the tasks and activities of the workstation
• Position of the position in the organization chart
• Working hours
• Sector of activity for the exercise of the profession
• Required training
• Qualities, aptitudes, skills required
At the end of this development, each pair in turn will present their job
description so that the other pairs complete their sheets.
This exercise is important because it has the dual objective of making interns aware
of the multitude and richness of the employee's work organizations.
of floors according to the hotel structure.
Each trainee, according to his profile, his professional and personal expectations,
will find "shoes to his feet" in his job search.
In the hotel industry, there is not just one work organization but a multitude. The
practical internships will then have a common objective: to know and understand a
structure in order to best choose the place of exercise of the profession
" Hotel receptionist ".
Following this preparation of the job description, the trainees will have to issue their
opinions regarding the profile of the “hotel receptionist” position. The objective will
be to understand, in optimum conditions, the course of the training.
In this commentary, the trainees will be able to ask themselves the following questions:
•
•
Are the working conditions suitable?
Are the working hours suitable (family imperatives)
OFPPT / DRIF
55
Summary of Theory and
Practical Work Guide
•
Situation with regard to the profession
What skills will be developed: sense of organization, rigor, attention to detail
and cleanliness, physical resistance, resistance to the station
standing, taste for contact with the customer, taste for service, ...
Skills
Be organized
Be rigorous
Acquired
To develop
Observations
Be concerned about
the cleanliness
Be thorough
Have a maid
resistance
physical
Have a maid
resistance to
standing
Know the
office automation
Love to give back
service
Know his
product
Speak English
Love contacts
This table allows the trainee to visualize the skills to be developed. It also allows
the trainer to position her trainees.
II-4- Intervention of a hotel professional:
Objective: to be able to question, collect and record information from a hotel
professional.
The trainer provides for the intervention of a reception manager.
The main objective will be to question her as a potential recruiter; It is important to
relate the demands of the profession to the training of potential employees.
A questionnaire will be developed during a
Scenario TP:
•
•
Before the intervention: the trainer writes down the list of established
questions on the whiteboard (leaving space between each question).
During the intervention: each of the trainees asks the worker a question
- 4 trainees will be designated, in turn to note the answers on the board.
OFPPT / DRIF
56
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The role of the trainer will be to reformulate the facilitator's answers so that
each of the trainees can complete their questionnaires.
It is she who will give the floor to the trainees in order to avoid any dispersion and to
keep the common thread of the intervention.
Each of the trainees will speak (even the most timid!…).
The notation on the table of answers allows the trainees with the most
difficulties (in terms of writing), not to lose the thread of the intervention.
II-5-Learn about the labor market
Objective: to be able to collect information on the employment pool
The trainer will provide information on ANPEC (National Agency for Employment
and Skills), its function, location, terms of access, etc.).
It will provide information on the dissemination of job offers through the press.
The trainer will provide herself with newspapers displaying job offers in the hotel industry,
leaflets
of information
concerning
ANPEC
(address,
contact information
telephone calls, correspondents, etc.)
The processing of this information will be the subject of a TP
III-LEARN ABOUT TRAINING III-1
Welcome booklet
The trainer will create a welcome booklet for each trainee and give them at the start
of the training.
Enclosed "Welcome booklet" diskette to be modified by the trainer.
A schedule of all the training will be established by separating training in the center and
period of application in the company.
At any time during the training, the trainee must be able to consult his booklet, it allows
to locate in space and time.
During the course the trainer will explain the contents of the
booklet. A formative evaluation will be given.
OFPPT / DRIF
57
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
FORMATIVE EVALUATION
1. Give the start and end dates of the training
2. Indicate the hours applicable to the center
3. List the training modules
4. What is an application period in a company?
5. Where does the practical floor training take place?
6. How many weeks will you have to carry out EAPs (period of application in a
company)?
7. Are foreign language courses planned for this training? If yes
name the foreign language taught and what is the name of the teacher?
8. What will be the planned break for the holidays?
9. Are laptops (turned on) allowed during training?
10.Cite the hotel and catering training courses offered at the center
OFPPT / DRIF
58
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
11.What will be your professional attire during the training?
This questionnaire is only given as an indication, it will be modified by the trainer.
This evaluation will be given at the end of the module (Information on training).
III-2- Evaluate your orientation in relation to your tastes and expectations
After the trainer has given the first two theoretical courses:
• Knowledge of the profession "Hotel receptionist"
• Information about the "Hotel receptionist" training
the trainee has the necessary information to assess his orientation in relation to
his personal and professional tastes and expectations.
This evaluation will be done in the form of a report drawn up during a
TP
OFPPT / DRIF
59
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Module 4: JOB SITUATION
PRACTICAL WORK GUIDE
OFPPT / DRIF
60
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
I- Exercise 1: title of the practical work: PREPARATION OF A
QUESTIONNAIRE - Knowledge of the profession "Hotel receptionist"
I.1. Target (s): to be able to:
- Learn about the job requirements
I.2. Duration of the practical
work: 3 hours
I.3. Material (Equipment and work material) per team:
a) Equipment:
- Classroom
- Whiteboard / Whiteboard markers
b) Work material:
- Sheets of paper
- Pencils
I.4. Description of the TP:
The trainer will inform the trainees of the objective of this questionnaire: each
question will be asked during the intervention of a reception manager.
The information collected will be used in the preparation of the final report.
I.5. Course of the TP
The trainees will be grouped into groups of 4 (1 trainee will be appointed
as editor - 1 trainee will be designated as spokesperson at the time of grouping and the
development of a single questionnaire at the end of the practical work)
Number of questions: 10 questions
•
•
•
•
OFPPT / DRIF
1st phase: Elaboration of the questionnaire (10 questions) by
groups of 4 trainees.
2nd phase: Grouping of all the questionnaires
In turn, the spokesperson for each pair announces the questions to the
trainer and puts them on the board.
3rd phase: The trainer brings out the 10 most relevant questions in relation
to the targeted objective
4th phase: Each trainee writes down the 10 questions on a form.
61
Summary of Theory and
Practical Work Guide
II- TP 2: title of the TP:
D'HOTEL »
Situation with regard to the profession
RECEPTIONIST JOB FORM
II.1. Target (s): to be able to:
- To collect information
- To write a job description
II.2. Duration of the practical
work: 3 hours
II.3. Material (Equipment and work material) per team:
a) Equipment:
- Classroom
- Whiteboard
-
b) Work material:
Cardboard card or sheet of paper
Pencils
II.4. Description of the TP:
The objective is to process the information collected during
the intervention of the reception manager and draw on his personal experience or his own
experience in order to draw up a job description which can be reviewed and modified following
the practical internships in a company.
II.5. Course of the TP
The theoretical course on tasks and functions + the questionnaire developed for the
intervention of the reception manager will be the supports for the development of this job
description.
To these learnings above, the trainer will ask the trainees to draw on their
personal and professional experiences, as well as their experiences (Example: a
family member works in the sector of
the hotel industry / References to reading newspapers, magazines / Viewing a film or report
of a
on the hotel industry / Small experiences in the hotel industry, etc.)
OFPPT / DRIF
62
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
JOB DESCRIPTION
EMPLOYMENT
Responsibilities
Mission
Functions
RECEPTIONIST
Main tasks and skills
Nature of the work
Customer base
Skills
Key qualities
Situation
hierarchical
OFPPT / DRIF
63
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
III- TP 3: title of the TP: INFORMATION ON THE LABOR MARKET IN THE
SERVICE OF FLOORS IN HOTELS
III.1. Target (s): to be able to:
- collect job offers through the written press
- contact, visit ANPEC (National Agency for the Promotion of Employment
and Skills)
III.2. Duration of the practical
work: 6 hours
III.3. Material (Equipment and work material) per team:
a) Equipment:
-
-
Classroom
Whiteboard
b) Work material:
Newspapers
Sheets of paper / Pencils
III.4. Description of the TP:
•
•
Appropriate job offers in newspapers
Go to ANPEC branches and be able to meet a correspondent
(Hospitality Activities).
III.5. Course of the TP
1st phase: in the classroom - The trainer will provide the trainees with
newspapers displaying job offers in the “receptionist” hotel sector. Each trainee
will indicate the elements of the offers on a sheet:
Company name or
of the hotel
Geographical location
Description of the
workstation
Working hours
Remuneration
hours
OFPPT / DRIF
64
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
2nd phase:
The trainees will go to an ANPEC agency in order to
consult job offers and possibly contact a correspondent.
The objective will be to complete the table below and allow trainees to
find out about job opportunities.
OFPPT / DRIF
65
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
IV- TP 4: title of the TP: VISIT OF A HOTEL ESTABLISHMENT / ITS
STRUCTURE / ITS PREMISES / MEETING WITH THE RECEPTION MANAGER
III.1. Target (s): to be able to:
- show curiosity about visiting hotel premises
- observe, get to know the hotel business
III.2. Duration of the practical
work: 6 hours
III.3. Material (Equipment and work material) per team:
c) Work material:
- Sheets of paper / Pencils
III.4. Description of the TP:
Movement of the group of trainees on a visit to a hotel company. Meeting
with hospitality professionals.
III.5. Course of the TP
The visit of the company will take place in two stages. The group of trainees will be
divided into two sub-groups because it would be impossible for the hotelier to accommodate a
group of 25 trainees.
During the practical work, the trainer will stay at the hotel establishment.
Trainees will be asked to wear proper and clean attire. They will be
asked, during the visit, to observe, listen and possibly note what told
them or what they saw.
•
•
•
•
THE RECEPTIONIST PROFESSION
THE TRAINING PROGRAM
PROFESSIONAL ORIENTATION
CHOICES, PERSONAL ASPIRATIONS - SUMMARY
End of module evaluation
OFPPT / DRIF
66
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The evaluation will focus on the drafting and submission of the report which will have as a framework or
for plan:
•
•
•
•
THE RECEPTIONIST PROFESSION
THE TRAINING PROGRAM
PROFESSIONAL ORIENTATION
CHOICES, PERSONAL ASPIRATIONS - SUMMARY
•
The evaluation criteria will be as follows:
• Document cleanliness
• Readability of the document
• Respect of the stated plan
• Relevance of information
A second evaluation will focus on the intern's personal approach:
• His participation during group work
• His participation during the intervention of the housekeeper
• His search for information (newspapers, ANPEC visit)
OFPPT / DRIF
67
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
List of bibliographical references.
Work
Author
Editing
The Hotel - Theory and
Audoux / Mazzetti / Bessenay
J. Lanorre
Practice
OFPPT / DRIF
68
TEAMS
ROOM CLERKS
SERVERS
HOTEL S
CHIEFSDERANG
MASTER OF HOTEL
RESTAURANT
BARTENDER
69
COOKING CLERK
DIVERS
COOKS
DIRECTOR
RESTORATION
CHEFDECUISINE
COOKED
SECOND
SECRETARY
ACCOUNTING
ACCOUNTING
ADMINISTRATION
ECONOMICAL
ECONOMAT
APPENDIX - TASKS AND FUNCTIONS
FUNCTIONS / RECEPTIONIST
MARKETING
MANAGEMENT OF RESERVATIONS
COMMUNICATION
HOME
ARRIVAL MANAGEMENT
INFORMATION
SERVICES
TELEPHONY
MANAGEMENT OF RESULTS AND DEBTORS
INVOICING AND MANAGEMENT OF DEPARTURES
FUNCTIONS / FLOOR STAFF
HOME
CLEANING
STORAGE
EQUIPMENT
COMMUNICATION
SERVICE / PREPARATION
FUNCTIONS / NIGHT WATCHMAN
HOME
SECURITY
SERVICES
Information
COMMUNICATION
PREPARATION
TELEPHONY
OFPPT / DRIF
70
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
ANNEX
STATUS OF TOURIST STATES IN MOROCCO
Decree n ° 2-02-640 of chaabane 1423 (October 9, 2002) taken for
application
of law 61-00 on the statute of tourist establishments
The Prime Minister,
Considering the law n ° 61-00 relating to the statute of the tourist establishments, promulgated by the dahir n °
1- 02-176 of the 1er rabii II 1423 (June 13, 2002);
After examination by the Council of Ministers meeting on Chaabane 2 1423 (October 9, 2002),
DECREED:
First article : The tourist establishments defined in article 2 of the aforementioned law n ° 6100 are classified into the following categories:
1 ° Hotels:
- Luxury;
- 5 stars ;
- 4 stars ;
- 3 stars ;
- 2 stars;
- 1 star.
2 ° Motels:
- 1time category;
- 2th category.
3 ° Tourist residences:
- 1time category;
- 2th category;
- 3th category.
4 ° Holiday villages:
- 1time category;
- 2th category;
- 3th category.
5 ° Hostels:
- 1time category;
- 2th category.
6 ° Guest houses:
- 1time category;
- 2th category.
OFPPT / DRIF
71
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
7 ° Pensions:
- 1time category;
- 2th category.
8 ° Camping-caravanning:
- international ;
- 1time category;
- 2th category.
9 ° Restaurants:
- Luxury;
- 3 forks;
- 2 forks;
- 1 fork.
10 ° Relay:
- Single category.
11 ° Gîtes and refuges:
- 1time category;
- 2th category.
12 ° Convention centers or palaces:
- luxury;
- 1time category.
Item2: The classification standards for tourist establishments, referred to in articles 5 and 8
of the aforementioned law n ° 61-00, the training, professional competence or experience
criteria to which the director of the tourist establishment must meet, as well as the special
conditions of operation of bivouacs, are fixed by order of the government authority in
charge of tourism.
Item3: In application of article 5 of the aforementioned law n ° 61-00, the provisional technical
classification is pronounced, before or at the same time as the authorization to build, by the wali of
the region, after opinion of an advisory committee known as the "technical committee for the
coordination of tourist projects" composed as follows:
- the responsible tourism delegate due to the location of the project, president;
- a representative of the wali, appointed by him;
- a representative of the governor of the prefecture or of the province in the perimeter of which
the project is located;
- the director of the urban agency or his representative or the town planning inspector when
the region does not have an urban agency;
- a representative of civil protection reporting to the prefecture or the province in the
perimeter of which the project is located;
- the president of the regional association of the hotel industry in the perimeter of which the
project is located;
This committee may add, in an advisory capacity, any person whose competence it may
be useful.
OFPPT / DRIF
72
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
The committee meets in the presence of at least two-thirds of its members, as many times as
necessary when convened by its chairman. The opinions of the committee are given by an absolute
majority of the votes of the members present, that of the chairman being, in the event of a tie, the
casting vote.
A report of the committee, sent at the end of each meeting and signed by the members present
of the committee, is sent to the wali of the region for decision.
The secretariat of the committee is provided by the tourism delegation.
Item4: The provisional technical classification referred to in article 3 above, is pronounced
within a maximum period of one month from the date of submission of the project file, to the
regional investment center or directly to the tourism delegation concerned. .
This file includes:
- a request specifying the identity of the owner;
- a descriptive note of the project indicating its land, financial and commercial
characteristics;
- a set of preliminary design plans.
Item5: In application of article 8 of the aforementioned law n ° 61-00, the requests for classification
of exploitation are addressed to the delegate of tourism, by registered letter with acknowledgment of
receipt, or deposited with him against receipt, two months before the date on which the
establishment is put into operation.
Article 6: The classification of the exploitation of tourist establishments is pronounced at the
level of each region by the wali of the region, after the opinion of a commission known as the
“regional classification commission” composed as follows:
- the responsible tourism delegate due to the location of the establishment,
president;
- the head of the economic and social division of the prefecture or the province where the
establishment is located;
- the head of the hygiene service or, failing that, the head doctor of the medical services of the
prefecture or the province in the perimeter of which the establishment is located;
- a representative of civil protection reporting to the prefecture or the province in the
perimeter of which the establishment is located;
- the director of the hotel school under the tourism department, located in the region where
the establishment is located or, failing that, a representative of the training and
cooperation department at the ministry responsible for tourism;
- the president of the regional association of the hotel industry in the perimeter of which the
establishment is located;
- the president of the regional association of travel agencies in the perimeter of which
the establishment is located;
- the president of the regional association of restaurateurs in the perimeter of which the
establishment is located.
The commission may call upon, in an advisory capacity, experts in matters of building and
technical installations of tourist establishments.
OFPPT / DRIF
73
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
This committee meets as many times as necessary, convened by its chairman.
Item7: The regional classification commission meets in the presence of at least two-thirds of its members.
Its opinions are rendered by an absolute majority of the votes of the members present, that of the
president being, in the event of an equal division of votes, the casting vote.
A report noting the work of the commission, drawn up at the end of each session and signed by
the members present of the commission, is sent to the wali of the region.
The secretariat of the commission is provided by the tourism delegation.
Item8: In accordance with the provisions of article 10 of the aforementioned law n °
61-00, the wali of the region may, after consulting the regional classification
commission and when the operating conditions of a tourist establishment justify a
change of category , modify the classification assigned to it by placing it either in a
higher category or in a lower category.
To this end, in addition to inspections aimed at their initial classification, tourist
establishments are subject, during operation, to periodic checks, carried out by the
regional classification commission, in particular to ensure the compliance of buildings. ,
technical installations and quality of services to the standards corresponding to the
category of the establishment.
In this case, the committee deliberates in accordance with the provisions of article 7 above.
The minutes of its deliberations are sent to the Wali of the region for decision.
However, the wali may, in case of emergency and when the operating conditions of a
tourist establishment so require, modify, temporarily and for a period not exceeding
sixty (60) days, the assigned classification. said establishment.
During this period, the opinion of the regional classification commission must be obtained.
Item9: Tourist establishments must be kept in a state that complies with the
requirements of the rules of hygiene, public health and safety.
To this end, and independently of the site visits in accordance with Articles 6 and 8
of this decree, tourist establishments are subject to periodic inspections to ensure
compliance with the laws and regulations in force in hygiene, public health and
safety.
These inspections are carried out by the head of the hygiene service, or failing that, the head doctor
of the medical services of the prefecture or the province in the perimeter of which the establishment
is located and the representative of civil protection under the aforementioned. prefecture or province.
They are the subject of minutes, copies of which are sent to the wali of the region and to
the government authority responsible for tourism.
OFPPT / DRIF
74
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
Article 10: The decisions of the wali of the region, pronounced in application of articles 3, 6 and
8 of the president decree, can be the object of an appeal before the governmental authority in
charge of tourism which pronounces after opinion of a consultative commission known as
"National classification commission" composed as follows:
- the director of the Moroccan national tourist office, president;
- the director of tourism companies and activities at the ministry in charge of tourism, vicepresident responsible for replacing the president in the event of absence or impediment;
- the director of the coordination of economic affairs at the Ministry of the Interior or his
representative;
- the head of the division of tourist establishments at the ministry in charge of tourism;
- the president of the national federation of the hotel industry or his representative;
- the president of the national federation of travel agencies or his representative;
- the president of the national restaurant owners federation or his representative.
The commission may call upon, in an advisory capacity, experts in matters of buildings
and technical installations of tourist establishments.
It may possibly decide to come to the scene for additional information.
Article 11: The committee referred to in article 10 above meets in the presence of at least two-thirds of its
members and takes a decision within a maximum period of one month. Its opinions are rendered by an
absolute majority of the votes of the members present, that of the president being, in the event of an equal
division of votes, the preponderant.
A report noting the work of the commission, drawn up at the end of each meeting and
signed by the members present of the commission, is sent for decision to the government
authority in charge of tourism.
The secretariat of the commission is provided by the business and tourism activities directorate
at the ministry responsible for tourism.
Article 12: Requests for authorization of bivouacs are sent to the tourism delegate, by
registered letter with acknowledgment of receipt or deposited with him against receipt. They
must mention the necessary information on the beneficiary, the planned route, the chosen place
of installation, the number of participants, the type of equipment envisaged, the length of stay,
and include in the annex the express commitment to comply with the conditions. particulars for
the operation of bivouacs, referred to in article 2 of this decree.
Article 13: Pursuant to article 34 of the aforementioned law n ° 61-00, the installation of the bivouac
is subject to the granting of an authorization issued, at the latest, within the week following the date
of filing of the request. referred to in article 12 above, by the wali of the region, after opinion of a
commission which is composed as follows:
- the delegate of tourism, president;
- a representative of the wali or of the governor of the prefecture or the province in the
perimeter of which the bivouac is located;
- a representative of civil protection reporting to the prefecture or the province in the
perimeter of which the bivouac is located;
OFPPT / DRIF
75
Summary of Theory and
Practical Work Guide
Situation with regard to the profession
- a representative of the government authority in charge of water and forests coming under the
prefecture or the province within the perimeter of which the bivouac is located;
- a representative of the governmental authority in charge of the environment at the
prefecture or province level within the perimeter of which the bivouac is located;
The commission may appoint, in an advisory capacity, any person whose competence may be
useful to it.
Article 14: Pursuant to the provisions of article 18 of the aforementioned law n ° 61-00, any
vacancy in the post of director of a tourist establishment must be brought to the attention of the
governmental authority in charge of tourism and of the wali concerned, by registered letter, in
the week following the departure of the director.
Article 15: By “administration” within the meaning of articles 19, 20, 27, 31, 32 and 33 of the
aforementioned law n ° 61-00, we mean the governmental authority in charge of tourism.
Article 16: Decree n ° 2-81-471 of 21 rabii II 1402 (February 16, 1982) establishing a classification
of tourist establishments as amended and supplemented by decree n ° 2- 02-186 of 20 hija 1422
(March 5, 22002) is repealed. ).
Article 17: The Minister of the Interior and the Minister of Economy, Finance,
Privatization and Tourism are each responsible for the execution of this decree
which will be published in the Official Bulletin.
Done in Rabat, 2 chaabane 1432 (October 9, 2002).
ABDERRAHMANE YOUSSOUFI.
For countersignature:
The minister of the Interior
DRISS JETTOU.
The Minister of the Economy, Finance,
privatization and tourism
FATHALLAH OUALALOU
OFPPT / DRIF
76