Professional knowledge
At the concept level:
1. Basic principles of communication.
2. Requirements of the laws and regulations of the Republic of Latvia governing settlements.
3. Global distribution systems.
4. Principles of document production and management.
5. Nature and characteristics of professional knowledge, skills and competences.
6. Aspects of staff development.
7. Methods for analysing data needed to deliver core and ancillary services.
8. Binding regulatory enactment requirements.
9. Budgeting.
10. Revenue management.
11. Types of business activity.
12. Legal aspects of contracting.
At the level of understanding:
1. Planning principles.
2. Organisation of hospitality businesses.
3. Duties and responsibilities of service structure and staff.
4. Market research methods.
5. Hotel service standards.
6. Basic principles of hotel service quality.
7. Development of guest service quality procedures.
8. Hotel departments and staff, their job roles.
9. Information processing.
10. Types of communication sources and their applications.
11. Types of communication (verbal, non-verbal).
12. Company values and culture.
13. Regulatory enactments of the Republic of Latvia governing public procurement.
14. Basic principles of logistics.
15. Decision-making methods.
16. Basic principles of microeconomics.
17. Principles of operational planning.
18. Business operations of a company.
19. Technical solutions for organising an event.
20. Task analysis.
21. Role of the appraisal process in improving performance.
22. Rules of business communication and etiquette.
23. Business activities of a company.
24. Analysing an organisation’s business and financial performance.
25. Basic principles of financial management.
26. Organising and running events.
27. Project planning methods.
28. Monitoring and control of a service implementation process.
29. Methods for planning and controlling the costs of implementing a service.
30. Basic principles of marketing.
31. Methods for assessing the market situation.
32. Tourism business specifics.
33. Aspects of the design of packages of core and ancillary services.
34. Indicators of a hotel’s economic performance.
35. Pricing by customer segmentation.
36. Competitive analysis.
37. Profit, loss account.
38. Basic principles of planning and formulating objectives.
39. Defining indicators and measurements.
40. Modern technologies in service selling.
41. Consumer rights.
42. Regulatory enactments governing consumer rights in tourism.
At the level of use:
1. Hotel service standards.
2. Electronic communication channels.
3. Verbal and non-verbal business communication.
4. Verbal and non-verbal communication etiquette.
5. Basic operations of customer registration processes.
6. Documentation of booking processes.
7. Work organisation.
8. Hotel operations.
9. Types of core and ancillary hotel services.
10. Conflict management strategies.
11. Information processing tools.
12. Information circulation conditions in a hotel.
13. Providing feedback.
14. Control mechanisms for interdepartmental cooperation.
15. Principles of interdepartmental cooperation.
16. Hotel quality rating system.
17. Assessing the quality of hotel services.
18. Principles of developing processes ensuring the quality of services.
19. Hotel job descriptions.
20. Process of drafting and approving documents.
21. Principles for compiling survey results.
22. Methods for measuring customer satisfaction.
23. Survey tools.
24. Technical and technological equipment of hotels, types, application.
25. Basic principles of accounting for tangible assets.
26. Basic principles of procurement.
27. Planning of operational activities in a hotel department and principles of organisation of operational activities in problematic situations.
28. Methods for identifying changes.
29. Principles of operational planning in a guest service department.
30. Payment methods.
31. Procedures for the use of electronic devices and equipment for recording taxes and other payments.
32. Settlement documentation.
33. Hotel management systems.
34. Online booking systems.
35. Use of information and communication technologies.
36. Personal data protection.
37. Selecting and structuring information.
38. Guest service cycle.
39. Business interactions with outsourced service providers.
40. Professional terminology, incl. in English.
41. Types and methods of performance evaluation.
42. Information processing and assessment.
43. Procedures for organising an evaluation process.
44. Code of ethics.
45. Staff briefing.
46. Selecting and structuring information.
47. Ways and tools to sell ancillary services.
48. Demand research methods.
49. Basic principles of budgeting.
50. Basic principles for calculating the cost of new services.
51. Sequences and processes for implementing a new service.
52. Managing the documentation of service implementation.
53. Decision-making.
54. Selecting and structuring information.
55. Preparation of reports and statements.
56. Types of presentations, structure.
57. Argumentation and debate.
58. Company and product image.
59. Product promotion measures.
60. Developing a presentation.
61. Public speech.
62. Methods for selecting and analysing information.
63. Computer software to match the job.
64. Principles of price formation.
65. Planning marketing activities.
66. Principles for developing a direct selling plan.
67. Developing a marketing plan.
68. Timetable development.
69. Principles of online systems.
70. Personal data protection.
71. Basic principles for using Customer Relationship Management (CRM) and/or computer software.
72. Invoicing procedure.
73. Familiarity with the invoice module in a management system.
74. Methods for controlling settlement management.
75. Business communication and correspondence.
76. Intercultural awareness.
77. Basics of organising and implementing events.
78. Public relations.
79. Using search engines.
80. Ways of preparing visual information.
81. Effective sales techniques.
General knowledge
At the concept level:
1. Trends in the use and development of renewable energy.
2. Principles of research methodology.
3. Principles of rational and sustainable use of natural resources.
4. Data security.
5. Computer security programs.
6. Financial planning and forecasting techniques.
7. Financial management and economics.
8. Social and political structure of society.
9. UN sustainable development goals.
10. Regulatory framework for states of emergency and exception.
At the level of understanding:
1. Patterns of facts, theories and professional practice.
2. Opportunities for research into the use of industry technologies.
3. Data interpretation.
4. Mathematical tools and methods.
5. Information and communication technology legislation.
6. Digital environment, risks and threats in the digital environment.
7. Digital identity.
8. Data protection.
9. Copyright protection.
10. Information and communication systems security.
11. Basic principles of the business environment.
12. Financial instruments.
13. Patterns of facts, theories and professional processes.
14. Global developments and sustainable systems in a multicultural environment.
15. Basic principles of labour law.
16. Occupational health and safety regulations and plan.
17. Civil protection plan.
18. Environmental protection requirements.
19. Green thinking principles.
20. Principles for sustainable development.
At the level of use:
1. Verbal and non-verbal communication.
2. Wide vocabulary.
3. Functional grammar.
4. Language styles.
5. Literary language norms.
6. Business articles.
7. Language culture.
8. Industry/sector vocabulary and professional terminology.
9. Art of delivering an effective presentation.
10. Critical thinking and constructive dialogue formation.
11. Concept of cultural diversity.
12. Specifics of verbal and non-verbal communication in a multicultural environment.
13. Extensive professional vocabulary.
14. Functional grammar.
15. Principles of intercultural communication in a multicultural environment.
16. Standards, values and behaviours of one’s national culture and other cultures.
17. Data analysis and collection methods.
18. Research methods.
19. Software to match the job.
20. Digital tools and technologies.
21. Digital communication means.
22. Decision-making methods.
23. Planning methods.
24. Methods of teamwork organisation.
25. Interaction theories.
26. Principles of cooperation.
27. Project management.
28. Document management.
29. Stress management methods.
30. Critical thinking.
31. Planning one’s studies, career and work.
32. Common codes of conduct in different societies and environments.
33. Effective communication strategies.
34. Components of a healthy mind, body and lifestyle.
35. Learning strategies.
36. Principles of career development assessment.
37. Basic principles of time management.
38. Providing first aid.
39. Fire safety regulations.
40. Electrical safety regulations.
41. Action in case of fire.
42. Actions in the event of workplace hazards.

Professional skills and attitudes
1. Use a variety of communication channels to communicate verbally and in writing with customers about service requests.
2. Book hotel services for customers.
3. Adhere to the principles of professional ethics when dealing with customers.
4. Offer a service and its price according to the customer segment at the time of booking.
5. Prepare core hotel services and ancillary services according to a customer’s order.
6. Update a customer’s details in the hotel’s booking system upon arrival.
7. Operationally coordinate order progress.
8. Listen to what customers have to say about the hotel’s services.
9. Evaluate information provided by customers on hotel services to provide feedback.
10. Respond to customers’ requests verbally or in writing.
11. Organise the flow of information between the hotel departments to ensure that customers’ orders are fulfilled.
12. Monitor cooperation between departments to ensure the execution of an order.
13. Identify gaps in cooperation between departments.
14. Make proposals to improve interdepartmental working processes in collaboration with colleagues.
15. Monitor the quality of services provided on a daily basis.
16. Ensure that a service meets the hotel’s service standards.
17. Organise own work and that of the department in accordance with the hotel’s service quality standard.
18. Analyse the quality of service provided by other hotels in the region or area.
19. Identify customer needs to improve the quality of service at the hotel.
20. Develop procedures to improve the quality of service in the hotel.
21. Inform departmental staff of the results of the hotel’s service quality monitoring.
22. Regularly inform departmental staff about customer feedback and complaints.
23. Describe the processes of service delivery using software.
24. Evaluate the quality of service provided by each hotel department according to customer feedback.
25. Identify customer feedback on different communication platforms.
26. Get customer feedback from other hotel departments.
27. Organise customer surveys.
28. Analyse verbal and written feedback from customers.
29. Promptly resolve problematic situations by providing a response to a customer.
30. Produce a weekly report on customer feedback for hotel management and department heads.
31. Analyse the technical and technological resources (equipment and facilities) needed to provide services in the hotel departments.
32. Prepare a description of the use of technical and technological equipment.
33. Provide hotel staff with a description of the technical and technological equipment to be used.
34. Organise, in collaboration with hotel management, the necessary procurement of equipment on the basis of offer evaluation.
35. Ensure quality control of purchased or rented services or goods.
36. Plan the operational work of a department based on the hotel’s daily occupancy of core and ancillary services.
37. Coordinate the work of a department’s staff in carrying out their duties.
38. Make rational and effective decisions to organise the work of a department.
39. Identify changes (problem situations, etc.).
40. Organise a department’s activities to deal with unforeseen situations.
41. Ensure cooperation with other departments and specialists for operational work.
42. Use a hotel’s electronic devices and equipment for recording taxes and other payments.
43. Use a POS terminal for non-cash payments.
44. Issue supporting documents (invoices).
45. Make payments in accordance with a hotel’s payment procedures.
46. Register guest data using the hotel management system.
47. Control online guest service processes through the hotel management system.
48. Take operational action on the data entered during a guests’ stay at the hotel.
49. Ensure guest check-out processes through the hotel management system.
50. Analyse operational reports and accounts for effective action planning.
51. Use the information contained in operational reports and accounts to organise activities effectively.
52. Evaluate information on outsourcing and its usefulness for service delivery.
53. Select outsourced service providers according to customer needs and hotel management instructions.
54. Organise day-to-day cooperation with external service providers for the provision of services or goods.
55. Monitor the performance of outsourced services or goods.
56. Apply certain criteria to evaluate the performance of hotel staff.
57. Organise the performance appraisal process for a department’s staff.
58. Compile the results of staff performance appraisals.
59. Analyse the results of staff appraisals.
60. Prepare information for proposals to motivate staff on the results of performance appraisals.
61. Introduce the Ethics and Business Etiquette Manual to staff on recruitment.
62. Supervise the application of ethics and business etiquette in the service of guests.
63. Gather the professional development needs of a department’s staff.
64. Develop proposals for training of a department’s staff.
65. Participate in the professional development of a department’s staff.
66. Choose the most appropriate method to study demand.
67. Collect data on the use of a hotel’s core and ancillary services.
68. Evaluate the economic efficiency of a hotel’s core and ancillary services.
69. Collect data on customer preferences using various marketing tools.
70. Identify the resources needed to implement a service.
71. In cooperation with hotel management, assess the feasibility of using a hotel’s resources to implement services.
72. Calculate the cost of implementing a new service.
73. Define the logical sequence for the implementation of a new service.
74. Develop a new service provision procedure.
75. Delegate tasks for the provision of a new service.
76. Monitor the implementation of a service.
77. Collate and analyse the results of the implementation of a service to determine its usefulness.
78. Obtain information on the types of services provided by direct competitors.
79. Evaluate the service offerings of direct competitors.
80. Compare the services provided by direct competitors and a certain hotel.
81. Present a market analysis to hotel management, based on an assessment of competitors and demand for services.
82. Segment customers.
83. Prepare packages of core and ancillary services.
84. Present a hotel’s services to customers and business partners.
85. Post about a hotel’s services on social networks.
86. Obtain information on the prices of services provided by direct competitors.
87. Compare the prices of services of direct competitors.
88. Calculate hotel prices taking into account seasonality and periods of high demand.
89. Apply differentiated cancellation and payment rules for hotel services.
90. Determine the price of hotel services in cooperation with departments.
91. Participate in tactical sales and marketing plan activities.
92. Contribute to tactical sales and marketing budgeting.
93. Work with colleagues to develop a timetable for implementing the marketing plan activities.
94. Coordinate the work of hotel departments according to the marketing plan activities.
95. Introduce sales promotion activities for hotel services.
96. Find and evaluate the usefulness of available online systems.
97. Introduce online systems to sell services.
98. Use online systems to achieve the objectives set out in the sales plan.
99. Assess the financial viability of the online system used.
100. Enter business partner data in a customer relationship and transaction management system.
101. Select data entered to sell services to the target audience.
102. Communicate in a foreign language with customers in the database to sell services.
103. Analyse the regularity and effectiveness of the use of a customer relationship and transaction management system to sell a service.
104. Aggregate costs of services sold to a specific partner.
105. Invoice a specific business partner for services provided by a hotel.
106. Control payment of invoices.
107. Contact a debtor to obtain payment.
108. Identify potential customers.
109. Offer hotel services to potential customers based on their needs, preferences, possibilities.
110. Implement measures to strengthen a hotel’s customer relations and promote cooperation.
111. Explain the benefits of hotel services according to the needs of a specific customer.
112. Negotiate contractual terms with customers.
General skills and attitudes
1. Communicate orally and in writing in a variety of professional situations and environments.
2. Communicate according to the target audience and the demands of the situation.
3. Observe the norms of the Latvian literary language in business communication.
4. Produce well-structured, detailed texts.
5. Use professional vocabulary of the industry/sector in Latvian.
6. Publish presentation materials and speak to different audiences.
7. Discuss freely and constructively.
8. Present a professional topic in a clear and reasoned manner in the national language.
9. Use foreign languages in oral and written communication in a variety of professional situations and environments.
10. Use professional vocabulary in professional communication.
11. Follow the principles of intercultural communication in a multicultural environment.
12. Analyse cultural similarities and differences.
13. Resolve intercultural conflicts flexibly in the work environment.
14. Independently develop foreign language skills and professional vocabulary.
15. Generalise the findings and raise new issues in the tourism sector in a generalised way.
16. Analyse interrelated explanations, symbols and formulas.
17. Make mathematical diagrams, graphs and constructions in everyday work.
18. Schematise the elements needed for mathematical interpretation.
19. Introduce environmentally friendly management measures.
20. Find creative solutions to develop technological processes.
21. Use browsing, search and selection tools to retrieve data, information and content (digital content) from the digital environment.
22. Proficiently handle information, data and content in a digital environment.
23. Generate digital content by creating new or using different pieces of text and information, transforming, updating, improving and refining them.
24. Disseminate digital content using appropriate digital communication tools and interaction technologies.
25. Act in accordance with the laws applicable to the use of digital technologies, property rights and data.
26. Use a variety of techniques to protect digital devices and content, personal data and privacy in the digital environment.
27. Prevent risks and threats to a person’s physical and psychological health when using digital technologies to help others.
28. Develop digital skills to create digital content, innovative processes and products.
29. Set one’s own and the team’s objectives, implementing them in line with the business plan.
30. Apply financial planning and forecasting techniques to implement a business idea.
31. Critically assess the risks associated with the activities planned to implement the business idea.
32. Take individual and team responsibility for creating new value.
33. Evaluate the achievement of objectives by assessing own and the team’s contribution.
34. Use feedback to achieve goals for own work and the work of the team.
35. Be aware of opportunities for personal and social development/improvement.
36. Adequately assess one’s professional experience and level of professional competence.
37. Targeted planning of professional competences.
38. Systematically acquire new knowledge and experience.
39. Critically evaluate situations/events/actions/opportunities and make decisions.
40. Keep abreast of developments in the theory and practice of professional activity and the professional field.
41. Work as part of a team and independently.
42. Organise learning and be persistent in teaching and learning.
43. Work as part of a team, communicate constructively in different environments.
44. Develop research skills.
45. Get involved in solving issues of common or public interest, including ensuring the sustainable development of society.
46. Participate in the development of socially responsible initiatives.
47. Deal with non-standard work situations.
48. Ensure compliance with labour law requirements.
49. Make decisions to solve complex problems.
50. Organise the workplace in accordance with the requirements of occupational health and safety laws and regulations.
51. Assess the health effects of risk factors in the work environment.
52. Use environmentally friendly working methods, ensuring efficient waste sorting and disposal.
53. Act in accordance with fire, electrical, labour and environmental safety requirements.
54. Provide first aid.
55. Act in the event of a company and national emergency in accordance with established civil protection plans.
56. Act responsibly in emergencies and states of exception in accordance with national regulations.
57. Apply the principles of green thinking in one’s daily activities and in the professional life.

Professional competences
1. Ability to handle individual and group orders.
2. Ability to organise arrival of guests, co-ordinating the progress of orders promptly.
3. Ability to ensure the safe and accurate exchange of information with guests about hotel services.
4. Ability to coordinate and control interdepartmental cooperation in guest service processes.
5. Ability to assess the quality of services provided by a hotel through continuous quality monitoring.
6. Ability to make proposals to improve the quality of service in the hotel.
7. Ability to maintain quality assurance processes in collaboration with hotel departments.
8. Ability to organise systematic collection and processing of customer feedback on hotel services.
9. Ability to organise efficient circulation of technical and technological equipment for the provision of services in a hotel department.
10. Ability to ensure continuity of the work of a department and cooperate with other departments in carrying out operational work.
11. Ability to organise payments with customers in accordance with a hotel’s payment procedures.
12. Ability to use hotel management systems in guest service cycle, ensuring secure and efficient flow of information.
13. Ability to coordinate with outsourced service providers to provide a full range of services.
14. Ability to communicate orally and in writing in at least two foreign languages using professional terminology.
15. Ability to contribute to the evaluation of the performance of a department and its individual staff members.
16. Ability to monitor business etiquette and ethical standards of hotel staff in the performance of their duties.
17. Ability to contribute to the professional development of hotel staff.
18. Ability to assess the demand for services provided by a hotel according to the criteria set by the management.
19. Ability to assess the feasibility of implementing new services in hotel departments.
20. Ability to implement new services in collaboration with a hotel’s departmental specialists.
21. Ability to carry out a comprehensive and objective market analysis of the core and ancillary services provided by hotels.
22. Ability to develop a service offering that is relevant to a hotel’s target audience and customer segments.
23. Ability to post information about a hotel’s services on social networks, respecting digital identity characteristics and social networking rules.
24. Ability to assess the pricing policy and specificities of the core and ancillary services in a hotel.
25. Ability to implement the activities set out in a hotel’s sales and marketing plan for core and ancillary services within a defined timeframe and budget.
26. Ability to use online systems in sales processes for core and ancillary services.
27. Ability to use Customer Relationship Management (CRM) in the sales process for core and ancillary services.
28. Ability to organise management control of partner payments in a hotel.
29. Ability to attract new customers through targeted and engaging events.
General competences
1. Ability to discuss constructively and present one’s service in an argumentative manner, ensuring the provision of information that is correct, comprehensible and in accordance with the norms of literary language.
2. Ability to use foreign languages in oral and written communication and professional terminology in two foreign languages to carry out one’s job duties.
3. Ability to use mathematical reasoning to make predictions in the tourism sector, provide justifications for arguments and test and compare proposed solutions.
4. Ability to create and disseminate digital content in a variety of formats, using digital communication tools and technologies, respecting property rights and data protection norms, supporting others.
5. Ability to solve technical problems and conceptual situations by helping others to creatively use digital technologies and develop digital skills.
6. Ability to conduct professional activities in line with the chosen business model, planning and evaluating own objectives and those of the team.
7. Ability to assess and plan for the development of professional competences.
8. Ability to take an analytical approach to professional practice and hospitality sector development.
9. Ability to take responsible decisions and apply labour norms in professional activities in accordance with the requirements of the labour law regulatory framework.
10. Ability to observe and monitor occupational health and safety, environmental, electrical, fire, hygiene requirements.
11. Ability to comply with civil protection requirements in accordance with civil protection plans and laws and regulations.
12. Ability to act responsibly in emergencies, observing the regulations established by the state and being aware of one’s responsibility in maintaining national security.
13. Ability to provide necessary first aid.
14. Ability to act in accordance with the principles of green thinking and sustainable development.

1. The knowledge necessary for performance of the basic tasks of the professional activity at the level of notion :
1.1. structure and history of tourism industry;
1.2. tourism destinations;
1.3. trends in the hotel service development;
1.4. basic hotel design principles and trends.
2. The knowledge necessary for performance of the basic tasks of the professional activity at the level of understanding:
2.1. structure of the hospitality industry;
2.2. employment structure in hospitality industry;
2.3. topical phenomena and processes affecting the hospitality industry in Latvia and worldwide;
2.4. classification, standards and certification process of tourist accommodations;
2.5. organizational structure of hospitality companies;
2.6. guest segmentation;
2.7. basic elements of hospitality products and services;
2.8. marketing concepts and marketing process in a hospitality company;
2.9. impact of socio-economic changes on the development of the industry;
2.10. impact of the legal and political environment on commercial and services sectors;
2.11. requirements of the laws and regulations for hospitality business start-up and development;
2.12. laws and regulations governinng the property law;
2.13. legal order of consumer protection;
2.14. implementation of the quality management system in a hospitality company;
2.15. sources of financing, pricing, and revenue raising methods in the hospitality industry;
2.16. monitoring of the company financial and accounting systems;
2.17. building management laws and regulations; building management systems;
2.18. resource management principles in a hospitality company;
2.19. professional terms in the national language and one foreign language.
3. The knowledge necessary for performance of the basic tasks of the professional activity at the level of use:
3.1. development of a hospitality company work plans;
3.2. performance reporting and performance assessment in a hospitality company;
3.3. development and implementation of customer service standards;
3.4. basic principles of personnel management;
3.5. organization of the staff recruitment, selection and training processes;
3.6. development and distribution of a hospitality company product and service offer;
3.7. internal and external sales and merchandising techniques;
3.8. organization of the work of hotel departments;
3.9. planning, design and development of a hospitality company services;
3.10. organization of a procurement process in a hotel;
3.11. development of a hospitality company quality management principles;
3.12. office equipment and hotel management software;
3.13. cash register systems and documentation;
3.14. inventory of goods and materials, inventory reports;
3.15. document management requirements and regulations;
3.16. time management;
3.17. basic principles of professional ethics, general ethics and confidentiality;
3.18. principles of business and professional etiquette, business communication and cooperation;
3.19. self-monitoring system of companies;
3.20. legal employment relationship;
3.21. sanitary requirements, general and personal hygiene requirements;
3.22. labour protection requirements;
3.23. environmental protection requirements;
3.24. first aid;
3.25. official language;
3.26. two foreign languages at the level of professional communication;
3.27. requirements of personal data protection;
3.28. self-control systems (HACCP) developed in the company.

1. To develop work plans for a hospitality company’s departments in accordance with the overall objectives of the company.
2. To evaluate the performance of a hospitality business unit and propose the necessary changes.
3. To promote the development and implementation of customer-focused service standards, monitor the company’s compliance with the above standards.
4. To use quality management principles to improve the performance indicators of a hospitality company.
5. To develop the supply of products and service offer of a hoospitality company.
6. To use internal and external sales tools and techniques and merchandising techniques.
7. To evaluate and promote efficiency of the sales personnel.
8. To plan and organize recruitment and selection of employees.
9. To evaluate and develop the companystaff skills through training and application of professional growth promotion methods.
10. To organize conferences, banquets and other events within the scope of a hospitality company’s business.
11. To use the latest technologies in the management of a hospitality company’s departments.
12. To meet the company’s self-control system requirements.
13. To organize and monitor the work of a hospitality company’s departments.
14. To observe the requirements of the industry laws and regulations.
15. To evaluate the efficiency of materials and resources management.
16. To apply the resource management principles of a hospitality company.
17. To carry out inventory of goods and materials, prepare inventory reports;
18. To analyse inventory results and propose improvements for performance of further activity of a hospitality company.
19. To plan and control budget of a hospitality company departments.
20. To develop and evaluate procurement strategy and performance reports.
21. To observe the requirements of the labour protection, electrical safety and fire safety laws and regulations.
22. To observe the requirementsof the environmental protection regulations.
23. To participate in implementation of the company personnel policy in the company.
24. To develop and implement his/her professional development plan, strive to achievement of the set goals.
25. To observe the professional and general principles of ethics and confidentiality.
26. To act in accordance with business etiquette and generally accepted norms of behavior and speech.
27. To work in a team and individually, plan his/her individual work, assess its quality and be responsible for his/her individual and team performance.
28. To identify and solve problems by applying effective conflict resolution strategies.
29. To be able to communicate fluently in the national language.
30. To be able to communicate in at least two foreign languages at the level of professional communication.
31. To use professional terminology in the national language and two foreign languages.
32. To use office equipment, hotel management software, cash register systems and credit card payment terminals.
33. To manage documents in accordance with the requirements of the laws and regulations.
34. To provide the first aid.

1. Ability to understand the structure and trends in hospitality and tourism industry, structure and organization of the hotel work and personnel duties and responsibilities.
2. Ability to participate in the development and implementation of a hospitality company’s quality management standards.
3. Ability to describe and implement the goals and action plans of the hospitality business; evaluate and develop cooperation skills of the company employees and managers.
4. Ability to identify marketing concepts of the hospitality business, plan and implement the marketing process by coordinating the work of hotel departments.
5. Ability to understand human resource management functions, recruit staff, evaluate training efficiency and performance results.
6. Ability to assess the demand and quality of a hospitality company services in order to improve the offer and quality of the provided services.
7. Ability to organize business activities in accordance with the objectives of the company.
8. Ability to evaluate the company business operations, financial performance and propose improvements to the management.
9. Ability to plan and organize the offer of a hospitality company in accordance with the quality system requirements and business objectives.
10. Ability to develop, manage and coordinate the development of a hospitality company services; analyse and evaluate their cost-effectiveness.
11. Ability to follow the current trends and  latest technologies in hospitality and tourism industry by using a variety of information sources and information technologies.
12. Ability to interact with customers, staff and stakeholders; evaluate individual and team performance; assume responsibility for the performance results.
13. Ability to use professional hotel management programs, office equipment.
14. Ability to understand, apply and enforce laws and regulations in the field of hospitality services.
15. Knowledge of a hospitality company work organization and management principles.
16. Ability to develop and use a visitor database in compliance with the requirements of personal data protection laws and regulations.
17. Ability to manage work-related documents.
18. Ability to build and maintain positive communication, observe hospitality and business etiquette, professional and general ethical principles.
19. Ability to observe the labour and environmental protection laws and regulations, internal rules of procedure and self-control system (HACCP) requirements of the company.
20. Ability to observe the standards of the legal employment relations.
21. Ability to provide management of the company resources, by ensuring environmentally sound and sustainable development of the company.
22. Ability to communicate in the official language and at least two foreign languages, use professional terminology.
23. Ability to independently develop his/her professional skills and knowledge.
24. Ability to perform work independently and take responsibility for and control over the results of his/her performance results.