P a g e | 1

FOOD & BEVERAGE MANAGER

Job Title:
Food and Beverage Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all catering
outlets in a hotel to the required
standards, within agreed budgetary
limits and parameters o the law,
particularly liquor law!
Responsible to:
"eneral Manager
Responsible for:
All restaurant, room service,
banqueting, stores and bac# o the
house sta$! %&n some cases the 'ead
(he will also report to the Food and
Beverage Manager)!
Liaises with:
'ead (he
'ouse#eeper
Front o 'ouse Manager
*ecurity Manager
Personnel Manager
Maintenance Manager
Accountant
Limits of Authority:
According to each establishment
ain !uties:
To ensure the prompt and e+cient
service o all meals, snac#s,
unctions and beverages to the
required standards!
To ensure that pro,t margins are
maintained, agreed costs are not
e-ceeded through e$ective control
systems, including issuing against
doc#ets, sales analysis, menu
costings and cash chec#s!
To ensure that restaurants and
cloa#rooms are clean and well
maintained, that table
appointments, including .ower
arrangements are impeccable!
To ensure that waiters are always
correctly and smartly dressed, that
they o$er proessional and
courteous service to their
customers!
To ensure that bars and
cloa#rooms are clean and stoc#ed
with the stipulated requirements!
To ensure that barmen are well
trained, correctly and smartly
dressed and serve their customers
in a proessional and riendly
manner!
To ensure that room service orders
are e-ecuted promptly and that
they comply with the required
standards!
To ensure that room service sta$
are correctly and smartly dressed
and serve their customers in a
proessional and riendly manner!
To ensure the e+cient running o
the banqueting department and
that all banqueting rooms,
including cloa#rooms, are clean
and tidy!
To act as /uty Manager as
required!
To ensure that consumable and
non0consumable goods are
ordered, correctly stored and
issued to the various departments!
To ensure ma-imum security in all
areas under your control and that
sta$ are ully aware o the
importance o #ey security!
Mani#ant *ah
P a g e | 1
To ensure that sta+ng levels are
correct and to agreed standards
and are not e-ceeded without prior
consultation!
To ensure that company and
statutory hygiene standards are
maintained in all areas!
To attend timeously to customer
complaints!
To ta#e the necessary steps in the
event o thet, burglary or ,re!
To ensure that reports and
administration requirements are
timeously submitted!
To ensure that the Bac# o the
'ouse /epartment operates
e$ectively and e+ciently!
To hold regular perormance
appraisals with all management
sta$, identiying areas or
development and training needs,
and ensuring that this training is
e$ected!
To ensure that air discipline is
e$ected!
To ensure that the causes o sta$
grievances are investigated and
the appropriate action ta#en!
To ensure that ,re and evacuation
drills are held regularly!
To ensure that bands and
musicians are available when
required!
To be ully conversant with all
statutory requirements regarding a
ood and beverage operation, that
all licenses, including special
licences, are timeously applied or
and that the conditions a$ecting
the issues o a liquor licence are
not 2eopardised!
To ensure that regular stoc# ta#es
are conducted!
To prepare and submit on the
required ormat all inormation
necessary or budgeting purposes,
timeously and accurately!
To ensure that an e$ective table
reservation system is in operation!
To circulate throughout all
restaurants, bars and banqueting
departments, maintaining a high
pro,le with customers and sta$!
To hold regular sta$ meetings!
To be ully aware o trends in the
industry and ma#e suggestions or
improvement o the catering
operation!
To attend meetings as required!
To carry out or ensure that regular
3n0the04ob Training is ta#ing place
to agreed standards!
To ensure that the most suitably
quali,ed person is appointed in the
event o a vacancy 5 wherever
possible this should be an internal
promotion!
Mani#ant *ah
P a g e | 6
Mani#ant *ah
P a g e | 7
FRONT OF HOUSE MANAGER
Job Title:
Front o 'ouse Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all Front o
'ouse and 'ouse#eeping areas to the
standards laid down by the (ompany,
ma-imising revenues and pro,ts to
agreed budgetary limits!
Responsible to:
"eneral Manager
Responsible for:
'all Porters
/rivers
8eceptionists
(ashiers
9nquiry (ler#s
*witchboard 3perators
8eservation (ler#s
Liaises with:
Food and Beverage Manager
*ecurity Manager
Personnel Manager
Accountant
Maintenance Manager
'ead (he
Limits of Authority:
According to each establishment
ain !uties:
To ensure that guests are greeted,
chec#ed in and allocated rooms
promptly and courteously!
To ensure that chec#0in procedures
are strictly adhered to and that the
correct address and charge out
details are obtained rom each
guest!
To be readily available at all times
to deal with problems or
complaints!
To ensure that rooms have been
serviced and maintained to the
standards laid down by the
(ompany!
To ensure ma-imum room
occupancy within agreed
overboo#ing policy!
To ensure that reservations are
ta#en correctly and courteously!
To ensure e$ective liaison between
reservations and ront o+ce sta$
with other departments %e!g!
house#eeping)!
To ensure that all charges are
correctly entered on the guest:s bill
and that this is up to date at all
times!
To ensure that credit control
procedures are strictly adhered to,
that no bills e-ceed the stipulated
limit without prior approval and
that written con,rmation, purchase
orders, or order numbers are on
,le!
To ensure that accounts are
balanced daily!
To ensure e$ective and speedy
chec#0out acilities!
To ensure that luggage is delivered
to and collected rom rooms
speedily!
To ensure that enquiries,
messages, theatre boo#ings are
dealt with courteously and
e+ciently!
To ensure that all Front o 'ouse
sta$ are correctly and smartly
Mani#ant *ah
P a g e | ;
dressed at all times!
To ensure that all Front o 'ouse
areas are clean and tidy at all
times, including cloa#rooms!
To ensure that newspapers and
parcels are delivered to rooms
without delay!
To ensure that incoming and
outgoing telephone calls are
handled promptly and courteously!
To ensure ma-imum security o all
items let in saety deposit bo-es!
To carry out systematic chec#s o
all Front o 'ouse areas or
maintenance requirements, repairs
or reurbishing, ensuring that
these are actioned without delay!
To ensure that the 'otel 9ntrance
is easily accessible to cars and
ta-is at all times!
To hold regular perormance
appraisals with all senior sta$,
identiying areas or development
and training needs and ensuring
that this training is e$ected!
To carry out or ensure that regular
3n0the04ob training is ta#ing place
to agreed standards!
To hold regular meetings with all
'eads o /epartment! To ensure
that manning levels are correct
and these are not e-ceeded
without permission!
To ensure that the most suitably
quali,ed person is appointed in the
event o a vacancy 0 wherever
possible this should be an internal
promotion!
To ensure ma-imum security in all
areas under your control!
To act as /uty Manager when
required!
To attend Management Meetings
as required!
To circulate regularly throughout all
Front o 'ouse areas, maintaining
a high pro,le with guests and sta$!
To ensure accurate and timeous
submission o all reports and
administrative wor#!
To prepare and submit on the
required ormat annual budgetary
inormation and updates as
required!
To monitor trends within the
industry and ma#e suggestions
how these could be implemented!
To be amiliar with all local (ivil
/eence measures!
To ensure that sta$ under your
control are trained in (ivil /eence
measures!
Mani#ant *ah
P a g e | <
Mani#ant *ah
P a g e | =
BANQUETING MANAGER
Job Title:
Banqueting Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the
banqueting department to the
required standards and within agreed
budgetary limits!
Responsible to:
"eneral Manager
Food and Beverage Manager
Responsible for:
Assistant Banqueting Manager
Banqueting (oordinator
Banqueting >aiters
>ine *tewards
(leaners
Liaises with:
'ouse#eeper
Front o 'ouse Manager
Maintenance Manager
*ecurity Manager
Accountant
'ead (he
P83
Limits of Authority:
According to establishment
ain !uties:
To ensure that the agreed
budgeted targets are achieved or
bettered!
To ensure that the ood and liquor
costs are maintained at their
agreed levels and that the correct
pro,t margins are achieved!
To ensure a prompt, courteous
response and ollow up to all
enquiries!
To ensure that once a boo#ing is
con,rmed, all details and
requirements are noted, using a
chec# list, so that nothing is
orgotten, e!g!?
0 @umber o covers
0 >here to assemble
0 >here to serve
0 /etails o menu
0 Plan o tables
0 Aist o guests
0 /rin#s, aperitis, wines, liqueurs,
spirits, and whether per0ordered
or cash, cigars, cigarettes
0 9ntertainment
To liaise or ensure liaison with the
client a ew days beore the
unction to con,rm e-act numbers,
in turn inorming the appropriate
departmental heads!
To ensure that bands, discos, or
entertainment have been boo#ed
as directed!
To ensure that duty rosters are
compiled, ma#ing certain that
adequate numbers o e-perienced
permanent and casual waiting
sta$ will be on duty!
To chec# the unction room, ante
rooms and cloa#rooms or
cleanliness beore guests arrive,
table layout and stipulated speci,c
requirements to enable
shortcomings to be recti,ed!
To greet the host and circulate
during the course o the unction
to ensure availability in the event
o a problem or complaint!
To ensure that the accounts
Mani#ant *ah
P a g e | B
department receives accurate
inormation to enable it to
correctly bill the client!
To ensure that all sta$ are correctly
and smartly dressed at all times!
To ensure e$ective brie,ng o
waiting sta$ beore the unction
commences!
To ensure that bar and waiting
sta$ #now the limit o open bars
and that this is not e-ceeded!
To ensure that the service o ood
and drin# is courteous and
proessional!
To ensure that tables are correctly
set and that table appointments,
including .ower arrangements, are
impeccable!
To ensure that surplus equipment
is removed once the unction is
over and returned to its correct
storage place!
To chec# equipment against the
unction chec#list to ensure that no
items have been misappropriated
or mislaid!
To chec# equipment regularly
against the inventory to ensure
minimum losses!
To ensure ma-imum security o all
areas under your control, paying
particular attention to valuable
assets, e!g! silverware!
To ensure that all items are used
or their correct purpose and not
abused, e!g! #nives used as
screwdrivers, table0cloths or
nap#ins used or cleaning!
To give eedbac# on guest letters
and comments!
To ensure that attendance
registers are completed daily in
accordance with statutory
procedures and that any
anomalies are reported to the
Personnel /epartment!
To carry out or ensure that regular
3n0the04ob Training is carried out
to enable sta$ to perorm their
duties correctly!
To prepare and submit on the
required ormat all inormation
necessary or budgeting purposes,
timeously and accurately!
Mani#ant *ah
P a g e | C
Mani#ant *ah
P a g e | 1D
RESTAURANT MANAGER
Title:
8estaurant Manager
Place of Work:
8estaurant
Scope and General Purpose:
*upervise and control the restaurant
and bar
To ensure that the most suitably
quali,ed person is appointed in the
event o a vacancy 0 wherever
possible this should be an internal
promotion!
To ensure ma-imum security in all
areas under your control!
To liaise with customers regarding
special unctions!
To ensure that table appointments,
including .ower arrangements, are
impeccable and that tables are set
correctly!
To ensure that stations have their
correct mise0en0place!
To ensure that aults and deects
are reported to Maintenance and
actioned without delay!
to maintain high standards o
morale and personal appearance
o all sta$!
To ensure air and equitable
discipline, yet complying with
house or company regulations!
To investigate and action the
causes o sta$ grievances!
To be aware o all statutory
regulations a$ecting saety and
ensure that any saety haEard is
recti,ed!
To ensure that all stoc#s and
supplies are timeously requested,
correct stoc# levels maintained
and stored under optimum
conditions!
To ensure regular stoc#ta#ing o all
operating equipment at speci,ed
intervals!
To ensure that operating
equipment is used properly and
not abused, e!g! serviettes and
waiters: cloths used or cleaning!
To ensure e$ective communication
by attending meetings as required
and holding sta$ meetings on a
regular basis to impart
inormation!
To hold regular 3n0the04ob training
sessions to ensure that sta$ can
perorm their duties correctly!
To administer tronc in a air and
equitable manner!
To give eedbac# on guest letters
and comments!
To maintain a high degree o
interest in sel0development,
displaying this by ma#ing
suggestions or realistic
improvements!
Mani#ant *ah
HEAD HOUSEKEEPER
Job Title:
'ead 'ouse#eeper
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the cleaning
and servicing o all bedrooms,
restaurants, unction and public
rooms in the hotel!
Responsible to:
"eneral Manager or Front o 'ouse
Manager
Responsible for:
Assistant house#eeper
(hambermaids
(leaners
'ousemen
Ainen room sta$
Aaundry
Falet
Liaises with:
Food and Beverage Manager
Front 3+ce Manager
*ecurity Manager
Personnel Manager
Accountant
'ead (he
Limits of Authority:
According to each establishment
ain !uties:
To ensure that all bedrooms and
public rooms are serviced and
cleaned daily!
To ensure that unction rooms are
cleaned as soon as they have been
used to ensure a ast turnaround!
To ensure that F&P rooms receive
the designated e-tras!
To ensure an adequate supply o
clean linen in a good state o
repair!
To ensure that rooms are chec#ed
regularly or repairs and
reurbishing, and that appropriate
maintenance is e$ected!
To liaise with "eneral Manager and
notiy areas needing attention, in
respect o decor!
To ensure that the most suitably
quali,ed person is appointed in the
event o a vacancy 0 wherever
possible this should be an internal
promotion!
To ensure that sta$ are coached
and trained to perorm their duties
e$ectively!
To ensure that attendance
registers are completed daily and
in accordance with statutory
regulations!
To ensure that salary variations
and administrative returns are
completed correctly and
submitted timeously!
To draw up duty rosters and ensure
that manning levels are correct, to
agreed standards, and are not
e-ceeded without permission!
To ensure that adequate supplies
o cleaning materials are available!
To ensure that sta$
accommodation is #ept clean and
in a good state o repair!
To ensure that regular ,re and
evacuation drills are held!
To ensure e$ective
communications through attending
meetings and imparting
inormation at regularly held sta$
meetings with assistant
house#eepers!
"rre#ular !uties:
To prepare and submit, on the
required ormat, all inormation
necessary or budgeting
purposes!
SALES EXECUTIVE
Job Title:
*ales 9-ecutive
Place of Work:
8egional sales o+ce
Scope and General Purpose:
To promote the image and services o
the company so that ma-imum
growth occurs through gaining new
clients and contracts!
Responsible to:
*ales Manager
Responsible for:
*ecretarial sta$
Liaises with:
3ther sales e-ecutives
/epartmental heads
Limits of Authority:
To be agreed
ain !uties:
To ollow up leads by visiting
prospective clients regularly, oten
enough to maintain their interest
but not too oten to alienate them!
To achieve or better budgeted
sales targets!
To identiy prospective clients:
e-act needs, by questioning,
observation and the completion o
a ull sales survey!
To entertain prospective clients,
where possible combining this with
visits to e-isting satis,ed
customers!
To liaise closely with operational
sta$ on all details or a prospective
new contract and gain their
agreement on all details!
To maintain communication with
the client once the contract is
opened and show an ongoing
interest in the operation!
To complete a dailyGwee#ly log o
all activities!
To analyEe statistics thereby
identiying #ey sales areas,
problems and success rate!
To research prospective client
details, ,nding out as much as
possible about the company to
ensure a proessional approach!
To constantly monitor and be
aware o competitor activity!
To present a realistic proposal to a
prospective client, having
thoroughly researched cost actors,
and ensure that the proposal is
achievable!
To constantly be aware o new
business opportunities and action
these!
PERSONNEL AND TRAINING MANAGER
Job Title:
Personnel and Training Manager
Place of Work:
8egional or area o+ce
Scope and General Purpose:
To manage the Personnel and Training
unction within agreed budgetary
limits so that the company and the
individual can bene,t through the
employee:s ability to attain optimum
perormance and growth!
Responsible to:
"eneral Manager
Responsible for:
Assistant Personnel Manager
%&n some cases also salaries
administration)
Liaises with:
*enior Management
/epartment 'eads
Limits of Authority:
Advice and service responsibilities,
not usually line authority
ain !uties:
To ensure that 4ob /escriptions are
up0to0date and accurately describe
each position!
To ensure that 4ob 9valuation
categories are correct!
To ensure cost e$ective
recruitment through the use o the
appropriate source!
To ensure that the recruitment and
selection o people is done
ob2ectively and based on 4ob
/escriptions and Man
*peci,cations!
To ensure that managers are
trained and have the ability to
conduct e$ective interviews!
To ensure that the company:s
succession plan is meaningul and
e$ective!
To ensure that meaningul
appraisals or all sta$ are carried
out on a regular basis!
To ensure that the action and
developmental plans agreed at the
appraisals are actioned and
ollowed up!
To ensure the &ndividual (areer
Plans are meaningul and agree
with succession plan and are the
result o an appraisal!
To ensure that new or transerred
employees have an e$ective
induction programme with is
adhered to!
To ensure that the Training
Programme provides or the
training needs identi,ed at
appraisals!
To ensure that the correct people
are nominated or sent on the
appropriate training courses!
To ensure ollow up o all training!
To ensure that training is cost
e$ective and is e$ected or real
need and not or cosmetic reasons!
To ensure that the company:s
ob2ective or labour turnover is
maintained or bettered!
To analyEe labour turnover
statistics so that problem areas are
highlighted and the appropriate
action ta#en!
To ensure that the company:s
personnel procedures are strictly
adhered to!
To ensure that personnel ,les are
properly maintained and #ept
under loc# and #ey!
To ensure that the company:s
grievance and disciplinary
procedures are observed and that
all relevant documentation is
completed!
To ensure that all statutory acts
and proclamations are displayed in
conspicuous places!
To ensure that legislated
remuneration pac#ages are
adhered to!
To ensure that managers are
acquainted with and are applying
all latest industrial relations
legislation!
To ensure e$ective communication
relating to any industrial or stri#e
action, so that uture or
contingency planning can be
e$ected!
To ensure that line managers are
ully aware o and responding to all
statutory legislation a$ecting the
catering industry!
To be aware o the welare needs
o employees and be available or
counselling!
OPERATIONS MANAGER
Job Title:
3perations Manager
Place of Work:
An area or regional o+ce
Scope and General Purpose:
To manage the operational area in
such a manner that customer
satisaction and budgeted pro,t
margins are achieved and that a good
company image is pro2ected, thus
ensuring continued growth!
Responsible to:
8egional "eneral Manager %or
/irector)
Responsible for:
/istrict %or area) Managers
*ecretary
Liaises with:
3ther 3perations Managers
'eads o /epartment
Accountant
Personnel H Training Manager
Purchasing /epartment
*ales 9-ecutives
Limits of Authority:
According to each company:s
regulations
ain !uties:
To ensure the e+cient
management o all districts!
To ensure that each district
contributes the agreed budgeted
pro,ts!
To provide e$ective leadership
through proessional man0
management and encouragement
o subordinates!
To carry out regular, meaningul
perormance appraisals conducted
in such a manner that e$ective,
open, two0way communication is
maintained!
To ollow up and ensure that the
agreed action and developmental
plans identi,ed at these appraisals
are being e$ected!
To carry out monthly perormance
reviews, coach and direct activities
to achieve desired perormance!
To draw up, in con2unction with the
Personnel Manager, meaningul
succession and career plans or all
management sta$!
To monitor progress o agreed
succession and career plans and
ensure that these are adhered to!
To ensure that district managers
are conducting regular
perormance appraisals and
drawing up appropriate action and
developmental training plans or
their subordinate managers, using
2ob descriptions as a guide!
To ensure that the company:s
ob2ective relating to labour
turnover is achieved or bettered!
To ensure that subordinates are
totally conversant with and
practising good industrial relations
procedures!
To ensure that subordinates are
totally conversant with and
implementing all company policies
and procedures!
To review and analyEe monthly
results, highlight problem areas
and ta#e appropriate action to
rectiy poor perormance!
To ensure that all ,nancial targets
are being achieved, e!g! through
purchase discounts, debt
collection, etc!
To compile and agree meaningul,
achievable budgets through
accurate research and application
o in0depth #nowledge o the
industry!
To ma#e recommendations or
salary increases or subordinate
sta$, basing these
recommendations on ob2ective
perormance reviews and mar#et0
related equivalent positions!
To stay Iclose to the customerI
and maintain e$ective
communication with him at all
times through a planned
programme o ormal meetings
and entertainment!
To ensure that complaints or
problems are actioned without
delay and that e$ective ollow0up
action ta#es place to avoid a
recurrence!
To ensure that the company:s
training ob2ectives are achieved!
To attend all company social and
promotional unctions, maintaining
a high pro,le with current and
prospective clients!
To be aware o current trends in
the industry and ma#e suggestions
how these could be implemented
or the bene,t o the company!
To attend meetings and training
courses as required and
continually strive or the
improvement o won proessional
s#ills!
To liaise and wor# closely with
sales e-ecutives to ensure that
realistic, achievable proposals are
submitted!
To maintain e$ective wor#ing
relationships with line and sta$
unctions to ensure the e+cient
opening o new contracts!
CATERING MANAGER - INDUSTRIAL CATERING
Job Title:
(atering Manager 0 &ndustrial
(atering
Place of Work:
A sta$ restaurant
Scope and General Purpose:
To manage the catering services o a
company to their requirements and
satisaction, within the agreed
budgetary limits!
Responsible to:
A district or area manager
A senior manager 0 probably
personnel manager
Responsible for:
*ubordinate catering sta$
Liaises with:
(ustomers
Maintenance department
*uppliers
3ther catering managers
Limits of Authority:
Termination o employment o a
subordinate can only be e$ected
ater a disciplinary hearing held by
a superior!
Purchasing o ood through
authorised suppliers only!
@o cash purchases may be made
above agreed limit!
ain !uties:
To ensure the provision o quality
ood and service, to the
requirements and satisaction o
the company!
This includes all meals, unctions
and resale items!
To plan and cost menus, ma#ing
sure that budgetary limits and
prescribed menus are adhered to!
To ensure correct and timeous
completion o all administrative
wor#!
To ensure that cash0up procedures
are strictly adhered to!
To ensure that all monies are
ban#ed in accordance with laid0
down procedures!
To ensure that sta$ records are up
to date and #ept in accordance
with company and statutory
requirements!
To ensure that hygiene standards
comply with company and
statutory requirements!
To ensure e$ective security in all
areas under your control!
To be aware o and respond the
needs o your sta$, including
induction, monitoring
perormance, coaching and
ensuring that appropriate training
is e$ected!
To carry out 3n0the04ob Training as
requested by the company!
To ensure that regular ,re drills are
held, evacuation procedures
understood and e$ected!
To ensure that M3*A and @3*A
regulations are adhered to!
To complete and submit all
necessary, relevant documentation
in the event o ,re, thet, burglary
or accident!
To ensure that sta$ are correctly
dressed at all times!
To recruit, interview and manage
subordinates complying with
company and statutory
procedures!
To practice and be seen to be
practising good industrial relations!
To constantly be aware o the
needs o the customer,
continuously striving to create the
right environment!
"rre#ular !uties:
To relieve or assist in another
company outlet!
To attend to customer complaints
satisactorily!
to ta#e the necessary action in the
event o burglary, thet, ,re or a
breach o statutory regulations!
To attend meetings and training
courses as required!
ASSISTANT CATERING MANAGER
Job Title:
Assistant (atering Manager
Place of Work:
A sta$ restaurant
Scope and General Purpose:
To assist the manager in the day0to0
day management tas#s o providing a
catering service or a sta$ restaurant
to the required standards!
Responsible to:
(atering Manager
Responsible for:
*ubordinate catering sta$
Liaises with:
*uppliers
3ther assistant managers
8egional o+ce sta$
Limits of Authority:
/isciplinary action must be rati,ed by
the manager
ain !uties:
To assist in the production o
meals, snac#s and unctions,
paying particular attention to the
quality and presentation thereo!
To ensure that all tas#s and 2obs
are satisactorily completed,
assuming these duties when
necessary!
To assist with lunch service!
To assist with the planning and
costing o menus!
To place orders with suppliers!
To assist with the completion o all
administrative returns, salary
variations, etc!
To issue stoc#s and received
goods, chec#ing quality, quantity
and price, also ensuring that these
stoc#s are correctly stored and
rotated!
To ma#e regular inspections to
ensure that company and
statutory hygiene standards are
maintained!
To carry out regular 3n0the04ob
Training sessions, be constantly
aware o sta$ who have potential
or development and ensure that
these people are highlighted or
promotion!
To be ully conversant with M3*A
and @3*A regulations and report
any deect to the manager!
To be sensitive to the needs o
subordinate sta$ and report any
problems or breaches o discipline
to the manager!
To be security conscious at all
times and ensure storerooms,
saes and loc#able areas are
secure!
To assist with stoc#ta#ing on a
regular basis!
To attend meetings and training
courses as required!
To assume control o the
restaurant and use own initiative
in the absence o the Manager!
To ta#e part in catering e-hibitions,
thus gaining urther #nowledge
and e-perience!
"rre#ular !uties:
To relieve or assist in another
company outlet i required!
To report to the manager any
accident, thet, burglary or ,re!
DIRECTORS TABLE/CORDON BLEU RESTAURANT MANAGER
Job Title:
/irectors TableG(ordon Bleu
8estaurant Manager
Place of Work:
An 9-ecutive dining room
Scope and General Purpose:
To prepare, present and serve high
quality ood to the satisaction o the
directors and within agreed
budgetary limits!
Responsible to:
A /istrict Manager
A (ompany /irector
Liaises with:
/irectors
3ther /irector:s Table Managers
Limits of Authority:
According to each establishment
ain !uties:
To purchase quality produce
e$ectively, through appointed
suppliers or a retail outlet, at the
best possible prices!
To chec# the quality o delivered
items, ensuring that deliveries
agree with orders!
To ensure that all commodities, i!e!
resh ood, dry goods and cleaning
materials, are correctly stored!
To compile menus and calculate
costs thereo or daily and special
requirements!
To be totally aware o each
customer:s preerences o ood and
wine and ensure that these
preerences are adhered to!
To be continually aware o and
maintain the highest standards o
personal hygiene and dress!
To complete or ensure timeous
completion o all administrative
wor#!
To coo# ood careully to each
customer:s taste and ensure that
avourite recipes are available to
any relie manager!
To present prepared ood
attractively and tasteully!
To serve meals and ensure that
service is proessional, discreet
and personalised!
To be continuously aware o and
respond to the needs o the
customer!
To maintain a high, yet not
overpowering pro,le in the dining
room!
To ensure that hygiene standards
in all areas, i!e! #itchen, stores,
dining room, etc!, ar e-ceed
commonly accepted standards!
To ensure ma-imum security o all
areas under your control, paying
particular attention to valuable
assets, i!e! silverware, crystalware,
etc!
To ensure that washing up is done
careully and that all items are
returned to their correct storage
place ater use!
To ensure that all areas are tidied
up ater each unction so that they
are open or inspection at any
time!
To ensure consistency in the
production o ood, whether this is
served in the company dining
room or at the home o one o the
directors!
To carry out stoc#ta#es at the
required intervals!
To ensure that the printed menus
are correct and no spelling
mista#es occur!
CLUB MANAGER
Job Title:
(lub Manager
Place of Work:
*porting or social club
Scope or General Purpose:
To manage all sporting and catering
acilities o the club, to the
satisaction o the members and
within agreed budgetary limits!
Responsible to:
(ommittee
Responsible for:
Jitchen sta$
>aiters
Barmen
(leaners
"roundsmenGgardeners
(ashiers
>ine stewards
(ler#
Liaises with:
(lub members
*uppliers
Limits of Authority:
As set down by the committee!
ain !uties:
To organise unctions, meals,
snac#s and rereshments, as
required, to the standards laid
down by the club!
To organise and supervise #itchen
sta$, waiters, barmen and
cleaners, ensuring that good value
ood is produced and served,
achieving the correct pro,t margin!
To ensure that sta$ are clean and
correctly dressed at all times, also
that they are courteous and
helpul to members and their
guests!
To ensure good house#eeping is
maintained internally and
e-ternally!
To ensure that all maintenance is
carried out correctly and promptly!
To order consumable and non0
consumable items, ensuring
acceptable stoc# levels and
e$ective security thereo!
To supervise the issuing o stoc#s
and ensure that control measures
are e$ective!
To respond to and timeously action
complaints and suggestions o
members!
To supervise ground sta$ and
ensure that grounds and sporting
areas are well maintained and in a
good state o repair!
To ensure that par#ing is organised
and disciplined!
To maintain good sta$ relations,
ensuring air and equitable
discipline!
to investigate and action the
causes o sta$ grievances!
To complete all administrative
requirements correctly and
timeously!
To be ully conversant with
statutory requirements regarding
catering and club operations and
timeously obtain all necessary
licences!
To boo# any bands, discos or other
entertainment as required!
To circulate regularly in both ront
and bac# areas o the club,
maintaining a high pro,le with
members and sta$!
To report to the committee any
aggressive or improper behaviour
by members!
To prepare and submit, on the
required ormat, all inormation
required or budgeting purposes!
EXECUTIVE CHEF
Job Title:
9-ecutive (he
Place of Work:
A hotel
Scope and General Purpose:
To provide an e+cient and cost
e$ective ood service to the
establishment!
Responsible to:
"eneral Manager
Responsible for:
All subordinate #itchen sta$
Liaises with:
All other heads o department
$ours of Work:
Fle-ible
Limits of Authority:
According to establishment!
ain !uties:
To ensure that all menus are
constantly updated, paying special
attention to seasonal availability!
To ensure that all menus are
calculated correctly to obtain
ma-imum gross pro,t!
To ensure that all sta$ are
constantly trained to e$ect good
portion control and pleasing
presentation o all dishes!
To hold daily meetings with the
8estaurant Manager to ensure that
F&P:s are timeously identi,ed, and
any special arrangements properly
communicated!
To hold daily meetings with the
*ous0(hes and (hes des Parties
to ensure smooth running o all
#itchen departments!
To ensure that all areas under your
control satisy the most stringent
hygiene requirements and that
sta$ who are ill or in2ured receive
the correct treatment or are not
allowed to wor#!
To ensure that all sta$ are correctly
dressed to satisy statutory
requirements as well as enhancing
the image o the establishment!
To ensure that all stoc#s are
ordered to the correct quantities,
quality and price!
To ensure that all stoc#s are being
#ept securely and under the
correct conditions applicable to
each type o commodity stored!
To regularly meet with the
store#eeper to ensure that the
correct stoc#s are #ept!
To regularly hold maintenance
chec#s with the Maintenance
Manager to ensure that no
equipment brea#s down!
To ensure that all statutory notices
are posted at all relevant points
and that such notices are
conspicuously placed!
To ensure that attendance
registers are #ept daily and that
any absenteeism is immediately
brought to the attention o the
Personnel /epartment!
To ensure that all sta$ under your
control are ully inormed in
respect o disciplinary procedures,
the handling o grievances, etc!
To ensure that all documents are
sent to the appropriate accounts
department immediately or
processing!
To constantly update your
#nowledge and s#ills or the good
o the establishment and the
proession!
To conduct regular stoc#
chec#sGstoc# ta#es!
To ensure that e-penses are within
budgeted limits!
To ensure that all inormation
which is required to compile
meaningul budgets is available at
all times!
HEAD CHEF
Job Title:
'ead (he
Place of Work:
A hotel or restaurant
Scope and General Purpose:
To provide an e+cient and cost
e$ective ood service!
Responsible for:
All #itchen sta$
Responsible to:
Food and Beverage Manager
Liaises with:
All other heads o department
$ours of Work:
Fle-ible
Limits of Authority:
To be agreed!
ain !uties:
To ensure that all menus are
constantly updated, paying special
attention to seasonal availability!
To ensure that all menus are
correctly calculated to ensure
ma-imum gross pro,t!
To ensure that all sta$ are
constantly trained to e$ect good
portion control and pleasing
presentation o dishes!
To ensure that su+cient stoc#s o
all materials are being #ept and
stored under the correct
conditions!
To liaise with management daily
regarding special requirements,
F&P:s unctions, etc!
To ensure that all statutory
hygiene requirements are
diligently ollowed!
To ensure that maintenance
problems are promptly reported!
To ensure that attendance
registers are #ept daily and that
any absenteeism is reported to
management without delay!
To ensure that all documents are
passed to management
immediately or processing!
To ensure that all sta$ are dressed
correctly to satisy statutory
requirements as well as enhancing
the image o the establishment!
To constantly update your
#nowledge and s#ills or the good
o the establishment!
To assist with regular stoc#ta#es
as and when required!
CHEF DE PARTIE
Job Title:
(he de partie
Place of Work:
A hotel or restaurant #itchen
Scope or General Purpose:
To ta#e ull responsibility or the
running o a particular section o a
large #itchen!
Responsible to:
*ous (he
Responsible for:
*ubordinate #itchen sta$, coo#s,
commis de partie, apprentices %or
trainees)
$ours of Work:
Fariable, usually determined by
opening times o restaurantGdining
room!
Liaises with:
*toreman
Bac# o the house sta$
Limits of Authority:
To be agreed
ain !uties:
To ensure that all stoc#s are #ept
under optimum conditions!
To ensure that all mise0en0place is
always reshly prepared and on
time!
To ensure that all dishes are being
prepared to the correct recipe and
to the correct quantity!
To ensure that all dishes reach the
hot plate or passe correctly
garnished, the correct portion and
siEe, presented on the prescribed
serving dish in the prescribed
manner!
To ensure that his section is being
#ept clean and tidy at all times!
To ensure that 2unior coo#s and
trainees receive the right training
and optimum guidance!
To ensure that any anticipated
shortages are communicated
promptly to the sous che or head
che!
To ensure that no horseplay is
allowed in his section and that all
sta$ under his control are treated
airly and with courtesy!
To deputise in the sous che:s
absence and ta#e charge o the
#itchen when directed to do so!
To attend training courses and
seminars as and when required!
To strive to study management
sub2ects in preparation or uture
advancement!
SOUS CHEF
Job Title:
*ous (he
Place of Work:
Jitchen o a hotel or a large
restaurant
Scope and General Purpose:
To assist the head che in the day to
day running o the #itchen!
Responsible to:
'ead (he %9-ecutive (he)
Responsible for:
All subordinate #itchen sta$
Liaises with:
'eads o /epartment
*tore#eeper
Ainen room
$ours of Work:
Fle-ible
Limits of Authority:
To be agreed
ain !uties:
To deputise in the 'ead (he:s
absence!
To ensure that all ches des parties
are amiliar with the day:s
requirements!
To ensure that the necessary
stoc#s are on hand at the right
quality and quantity!
To ensure that air discipline is
maintained!
To ensure that all sta$ are treated
airly and with commonly accepted
courtesy!
To ensure that timetables, leave
rosters and attendance registers
are up0to0date!
To ensure that all statutory, as well
as company, hygiene regulations
are being strictly adhered to!
To ensure that all maintenance
problems are timeously reported
and ollowed up!
To ensure that all communications
between restaurant and #itchen
run smoothly!
To ensure that each coo# receives
the correct orders or the
appropriate tables!
To ensure that each dish leaving
the #itchen is chec#ed or quality,
quantity, presentation and correct
temperature!
To ensure that the dining roomG
restaurant personnel are Istanding
byI when delicate dishes are
served!
To ensure that regular on0the02ob
training is carried out so that
subordinate sta$ perorm their
duties correctly!
To attend seminars and training
courses as and when directed!
To urther your own #nowledge o
management methods and
principles to ensure uture
advancement and urther
upgrading in management
standards or the proession as a
whole!
KITCHEN SUPERVISOR
Job Title:
Jitchen *upervisor
Place of Work:
A #itchen
Scope and General Purpose:
To control and supervise the running
o the #itchen, ensuring that the
preparation and presentation o ood
complies with the required standards!
Responsible to:
(atering Manager
Responsible for:
*ubordinate catering sta$
Liaises with:
8estaurant sta$
Limits of Authority:
According to each establishment
ain !uties:
To ensure that all meals, snac#s
and unctions are correctly
prepared, coo#ed and served!
To ensure that oodstu$s are used
correctly so that wastage is #ept to
a minimum, and sta$ are trained
to e$ect good portion control!
To re0arrange duties and rosters as
necessary to ensure that all tas#s
are correctly and timeously
completed!
To ensure that the preparation o
ood is hygienic and that a Iclean
as you goI discipline is adhered to!
To ensure that ood in the bains0
marie loo#s attractive at all times,
re0garnishing where necessary or
replenishing!
To ensure that company and
statutory hygiene standards are
maintained!
To ensure that all #itchen sta$ are
clean and correctly dressed at all
times!
To promote team spirit and lead by
e-ample!
To assist with or present regular
training or coaching sessions, so
that sta$ perorm their duties
correctly!
To report any aults or deects to
management, paying particular
attention to any saety or health
haEard!
"rre#ular !uties:
To deputise or management in
their absence!
HEAD RECEPTIONIST
Job Title:
'ead 8eceptionist
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the
reception, registration and room
allocation o all guests!
Responsible to:
Front 3+ce or Front o 'ouse
Manager
Responsible for:
8eceptionist
Liaises with:
'ouse#eeper
Front 3+ce /epartments
Limits of Authority:
To be agreed
ain !uties:
To supervise and control all
reception sta$!
To organise duty rosters, ensuring
that there are su+cient sta$ to
cover all duties, particularly during
pea# period business and to
arrange a stand0by in case o
illness or absenteeism!
To be available during chec#0in
periods to deal with any problems
or complaints!
To ensure that reception sta$ are
dressed in the correct uniorm and
that their appearance enhances
the image o the hotel!
To ensure that guests are greeted
Iwith a smileI and that all
registration ormalities are
correctly completed, paying
particular attention to charge0out
details and credit rules!
To liaise with reservations and pre0
allocate rooms, bearing in mind
the preerences o regular and F&P
guests!
To ensure co0operation and
helpulness with all ront o+ce and
house#eeping departments!
To ensure that the guest list
register is updated regularly during
the day and that copies are sent to
the appropriate departments, i!e!
'all Porter, (ashier, Telephone
8oom and 'ouse#eeping!
To liaise closely with the
house#eeping department on
chec# outs, moves, etc!
To arrange alternative suitable
accommodation, or a con,rmed or
regular guest, i the hotel is ully
occupied!
To ensure ma-imum room
occupancy in line with agreed
policy on overboo#ings!
To hold regular perormance
appraisals with all reception sta$,
identiying areas or development
and training needs!
To carry out regular on0the02ob
training with all reception sta$ to
ensure that they perorm their
duties correctly to company
standards and that the training
needs identi,ed in the
perormance appraisals are
actioned!
To report any aults or deects to
the maintenance department!
To be totally security conscious at
all times and ensure that e$ective
procedures are in operation or
bomb scares, etc!
NIGHT AUDITOR
Job Title:
@ight Auditor
Place of Work:
A hotel
Scope and General Purpose:
To audit, balance and consolidate
departmental ledger accounts,
prepare various hotel operating
reports and ta#e over duties o Front
3+ce (ashier!
Responsible to:
@ight Manager
Front o 'ouse Manager
Accountant
Responsible for:
Audit (ler#s
(ashiers
Liaises with:
8estaurant (ashiers
8eception
*ecurity
Limits of Authority:
To be agreed
ain !uties:
To post all daily room and
outstanding charges!
To balance all revenue totals o
cash and credits against revenue
report!
To ta#e over rom the evening
cashier, chec#ing and accepting
.oat and ta#ings!
To accept revenue and .oats rom
restaurant cashiers, ensuring that
these are securely loc#ed away!
To accept and loc# away #eys rom
various departments!
To prepare hotel operating reports
and complete audit pac#age to
laid0down standards!
To correct any errors or omissions
made by cashiers!
To prepare (redit (ardG(harge
(ard summaries and post to ledger
account!
To maintain a high standard o
personal hygiene and appearance!
To hold regular training and
coaching sessions ensuring that
sta$ are perorming their duties
correctly!
FOOD & BEVERAGE CONTROLLER
Job Title:
Food and Beverage (ontroller
Place of Work:
A hotel
Scope and General Purpose:
To provide an e$ective system o
control which protects the ,nancial
structure o the underta#ing through
the methodical, systematic chec#ing
o day0to0day business transactions
and at the same time provide a
source o inormation to
management!
Responsible to:
'otel Accountant
Responsible for:
(ler#s
"oods 8eceiving Manager
Liaises with:
Food and Beverage Manager
*tore#eeper
'ead (he
Limits of Authority:
According to establishment
ain !uties:
To ensure that every cheque
handed in to a supply department
is accounted or in cash0paid bills
or debited to the customers
account!
To ensure accurate bill summaries,
in that cash bills total and credit
bills prove to debits on customers
accounts!
To ensure that each bill has been
correctly analysed!
To ensure cash returns rom each
department tally with cash
amounts on audit rolls!
To ensure a continuous audit and
accumulation o data or the
production o daily reports!
To ensure that o+cial orders have
been issued or all purchases and
goods received!
To ensure that stoc# records
systems are accurate and up0to0
date!
To audit requisitions and issues o
all outlets and highlight any
inaccuracies!
To ensure that all receivable costs
or both #itchen and bards are
processed speedily and held ready
or rapid percentage computation!
To ensure that all computer input is
e$ected daily!
To ensure regular assets
stoc#ta#es are carried out!
To assist with the chec#ing o
overhead costs to ensure that all
departments are aware o costs,
particularly when there have been
deviations rom the acceptable
norm!
To provide closing stoc# ,gures
and physically assist with
stoc#ta#ing at stipulated intervals!
To submit reports and identiy
possible reasons when results
di$er rom anticipated targets!
To compile revenue reports
showing when controls are
e$ective or highlighting
discrepancies and recommend
appropriate corrective action!
To compile control reports or bars
and #itchens showing percentage
pro,ts!
To compile consumption reports o
metered uels, showing units
consumed and variances!
To compile stoc# chec# reports,
with a brea#down o items chec#ed
and give comments where
variances occur!
To compile a summary o labour
cost standards!
To ensure that all inormation is
passed reely to 'eads o
/epartment so they can ta#e
appropriate action in the event o
adverse results!
To ensure a smooth wor#ing
relationship with other
departments, avoiding antagonism
in sensitive areas!
To ensure that the prices entered
in programmed or computerised
cash registers are correct and
updated when necessary!
To ensure that menus are costed
regularly!
To ensure goods receiving
procedures are strictly adhered to!
To prepare easibility studies as
required!
To carry out regular
trainingGcoaching sessions to
ensure that sta$ are perorming
their duties correctly!
To carry out regular perormance
appraisals, identiying areas or
development and training needs
and ensuring that this training is
e$ected!
BOTTLE STORE MANAGER
Job Title:
Bottle *tore Manager
Place of Work:
A bottle store
Scope and General Purpose:
To ma-imise pro,ts by ensuring that
correct stoc# levels are maintained,
or pea# and slac# periods, which
allows or a ast turnaround o items,
without running out o stoc#, thus
achieving budgeted targets and
customer satisaction!
Responsible to:
An areaGregional managerGhead o+ce
Responsible for:
(ashiers
(ler#s
Pac#ers
Aabourers
Liaises with:
3ther bottle store managers
*uppliers
Limits of Authority:
As per company policy
ain !uties:
To purchase within agreed
minimumG ma-imum levels, stoc#s
or a three0wee# period, at the
best possible prices!
To ensure that stoc#s are stored
and rotated correctly!
To ensure that perishable items,
such as draught beer are stored at
the stipulated temperatures and
that these items are not
overstoc#ed!
To ma-imise business
opportunities, through monitoring
and ta#ing advantage o trends,
special promotions, etc!
To ensure that merchandising
throughout the store is e$ective,
eye catching and that signage is
big, bold and attractive!
To ensure that sta$ are correctly
and smartly dressed at all times!
To practise and be seen to be
practising good customer relations
s#ills!
To ensure that sta$ are aware o
and practise good customer
relations s#ills!
To ensure that your product
#nowledge is up0to0date and carry
out regular trainingGcoaching
sessions thus ensuring that sta$
also #now the product and can
thereore o$er the best possible
service to customers!
To ensure that each sta$ member
has a meaningul 2ob description
and #nows what is e-pected o
himGher!
To ensure that hygiene standards,
both inside and outside the store,
comply with company and
statutory regulations, e!g!?
0 Par#ing area
0 Pavements
0 >indows
0 *igns and canopies
0 Trolleys and bas#ets
0 (hec#03ut areas
0 >alls and .oors, in the shop,
o+ces and storerooms
0 Fridges
0 /isplays
0 Toilets!
To ensure that the regulations
relating to the issuing o a liquor
licence are strictly adhered to and
that the renewal o the licence is
timeously applied or!
To ensure that no liquor is sold to
anyone under the age o 1B and
outside trading hours!
To ensure that all statutory returns
are completed correctly and
submitted timeously, paying
particular attention to the
requirements o the Aiquor Act o
1C==!
To ensure that the invoice boo# is
up to date and contains the
required signatures!
To ensure that all company
boo#wor# is completed correctly
and submitted timeously!
To ensure that the price list is up0
to0date AT AAA T&M9* and that
items are correctly priced!
To ensure that cashing0up
procedures are strictly adhered to!
To ensure that attendance
registers are completed daily in
accordance with statutory
procedures!
To ensure that returns are correctly
accounted or and stored under
strict security conditions!
To ensure ma-imum security o all
areas under your control!
To ensure that deliveries are
organised in such a manner that
customer service is not
interrupted, stoc#s unloaded and
stored as quic#ly as possible!
To ensure that the collection o
empties and delivery o goods is
*T8&(TAK supervised to minimise
loss and pilerage!
To regularly chec# all rerigeration
equipment and ensure
preventative maintenance is
e$ected!
To ensure that trolleys are
collected rom the par#ing area
and surrounds!
To ensure that party hire items are
issued correctly, returns chec#ed
thoroughly and glasses washed
immediately!
To ensure that e$ective procedures
are in operation in the event o
shopliting, ,re or a bomb scare!
To hold regular sta$ meetings and
ensure e$ective two0way
communication at all times!
To ensure that sta$ records are up0
to0date and #ept in accordance
with companyGstatutory
regulations!
To compile duty and leave rosters
to ensure correct manning levels
are maintained o permanent and
casual sta$ during pea# and slac#
periods!
To be ully conversant with and
practise good industrial relations
policies, ensuring air and
equitable discipline!
To investigate the causes o sta$
grievances and ta#e the
appropriate action!
To ensure that relevant legislation
is posted up in a conspicuous place
and readily available to all sta$!
To ensure that trading hours,
emergency telephone numbers
and the licensee board are clearly
displayed on the ront door!
To ensure that all delivery vehicles
clearly display the name, address
and telephone number o the
establishment!
To analyEe ,nancial results,
compare them against budget,
highlight problem areas and ta#e
appropriate remedial action!
To prepare, on the required
ormat, all inormation necessary
or budgetary purposes!
WAITER
Job Title:
>aiter
Scope and General Purpose:
To prepare dining room, including all
necessary mise0en0place or serviceL
serve customers in a proessional,
e+cient and courteous manner!
Place of Work:
A 8estaurantG/ining 8oom
Responsible to:
8estaurant Manager
(atering Manager
Responsible for:
(ommis >aiters
/ining 8oom Assistants
Busboys
Liaises with:
All #itchen sta$
Limits of Authority:
/isciplinary action to be sanctioned
by *enior Managers
$ours of Work:
According to establishment
ain !uties:
To clean agreed designated areas,
in accordance with laid0down
procedures, morningGevening
routines and hygiene
requirements!
To change table linen as required
and ensure dirty or damaged linen
is counted and e-changed or
clean, usable items!
To clean and re,ll cruet and
condiment sets, order branded
sauces and chutneys to ensure
consistent supply!
To ensure that .owers and table
decorations are resh and comply
with agreed standards!
To set tables to laid0down
standards, ensuring that all items
used are clean, undamaged and in
a good state o repair!
To ensure sideboards on stations
are adequately stoc#ed with
replacement cutlery, linen or other
established needs, be they ood or
equipment!
To prepare salads, sandwiches,
cheese boards and co$ee to laid0
down standards, when this is an
agreed duty o the establishment!
To ta#e orders rom customers and
ensure these are given to the
appropriate person to e-ecute!
To be totally amiliar with the
composition o all menu items!
To serve ood and beverages in
accordance with laid0down
standards, but above all in a
proessional, courteous manner!
To clean tables and ensure they
are cleaned as soon as it is
apparent that customers have
,nished their ood or drin# with an
acceptable balance between
speed, yet allowing customers to
,nish their meal without eeling
rushed!
To ensure that customers are
correctly charged, present the bill
and ta#e payment rom the
customer, in accordance with the
procedures o the establishment!
At all times to be aware o and
practise good customer relations,
assisting the guest in any way
which does not adversely a$ect
other customers!
To attend to customer complaints
satisactorily!
To report any suspicious pac#ages
or parcels to management without
delay!
To ta#e part in any ,re or
evacuation drills and ensure
complete amiliarisation with all
e-its, including those normally
used by customers, as well as ,re
escapes!
To carry out on0the02ob training to
ensure subordinate sta$ can carry
out their duties e$ectively!
To be continually aware o, and
maintain, the highest standards o
personal hygiene and dress!
To ensure that any subordinate
sta$ adhere to, and maintain, the
highest possible standards o
personal hygiene and dress!
To attend meetings and training
courses as required!
To ta#e part in ,re drills and
evacuation drills at required
intervals!
HOTEL BUTCHER
Job Title:
'otel Butcher
Place of Work:
Butchery in the hotel
Scope and General Purpose:
To requisition according to
requirements, within agreed stoc#
level parameters, all meat and meat
products required by the
establishment and ensure their
correct and cost e$ective use!
Responsible to:
'ead (he
Responsible for:
Assistants
Apprentice
Porters
Liaises with:
*ous (he
Maintenance /epartment
Buying /epartment
Limits of Authority:
To be agreed
ain !uties:
To chec# meat stoc#s in
rerigerators and reeEers in terms
o availability and condition!
To ascertain daily requirements or
the order period!
To requisition new stoc#s when
necessary!
To ensure correct stoc# rotation,
,rst in ,rst out, at all times and
ma#e recommendations to the
'ead (he when meat cuts need
using up!
To cut, trim and portion to the
requirements and standards laid
down by the establishment!
To ensure that red meat is hung
under optimum conditions!
To ensure that brines and
marinades are changed regularly!
To issue meat to the various
#itchens as required, against a
requisition doc#et only!
To ensure that hygiene standards
comply with company and
statutory regulations!
To always be aware o and ta#e
precautions against possible
spoilage!
To chec# equipment regularly and
ensure preventative maintenance
is e$ected!
To regularly chec# or other
maintenance requirements and
report these to the maintenance
department!
To ensure regular stoc#ta#es are
conducted!
To ensure optimum security
arrangements are in operation at
all times!
BUYER
Job Title:
Buyer
Place of Work:
8egionalGarea o+ceGcentral o+ce
Scope and General Purpose:
To appoint the best supplier, ater
having thoroughly researched and
investigated all actors in terms o
quality, quantity, price, time and
continuity, as well as providing an
e$ective bac#0up service to deal with
supplier problems!
Responsible to:
8egional Manager
"eneral Manager
Responsible to:
*ecretary
Liaises with:
Aine Managers, /istrict, Area or 'otel
Managers
3perations Managers
Accounts /epartment
Limits of Authority:
To be agreed
ain !uties:
To be ully conversant with current
mar#et prices o all items required
by the hotel or catering
department!
To select suppliers with great care
by researching their bac#ground,
establishing their credentials and
their standing in the industry
regarding their ability to match
price and maintain deliveries!
To visit suppliers premises so that
the quality o their products can be
veri,ed, also gaining visual proo
o their operating standards!
To listen careully to the sales
person to glean as much
inormation as possible,
particularly with regard to new
products!
To negotiate the terms o the
agreement airly, bearing in mind
the price, quality and continuity o
supply!
To negotiate realistic discounts in
terms o the above agreements!
To maintain good interpersonal
relations with suppliers, thus
gaining the best possible service
rom them to the e-tent where
they do a lot o the wor# or you!
To ensure that dealings are made
with a senior person in the
organisation, i!e! one who has the
ability to ma#e decisions!
To ensure that the correct numbers
o suppliers are appointed, in that,
though streamlined, su+cient
options are open, whilst #eeping
the number o authorised items in
chec#!
To ascertain the value o new
products through quality testing
and ,eld trials!
To maintain up0to0date records o
all suppliers, their products and
price lists!
To #eep an inde- o all supplies
handled, with appropriate
comments!
To continuously review
commodities and suppliers to
ensure that the best possible
agreements are in operation!
To investigate supplier problems,
ta#e the appropriate action and
ollow up to ensure no similar
problems are e-perienced!
To investigate and action account
queries promptly, when these are
the result o price variances!
To review and update company
buying policies and procedures!
NIGHT MANAGER
Job Title:
@ight Manager
Place of Work:
A hotel
Scope and General Purpose:
To assume ull control o all areas o
the hotel rom 16?DD to D=?DD,
ensuring the comort and well being
o the guest, in accordance with
agreed perormance standards!
Responsible to:
"eneral ManagerGFront o 'ouse
Manager
Responsible for:
(oo#s
8eception and Front 3+ce *ta$
(hambermaids
(leaners
*ecurity
8oom *ervice
Porters
Liaises with:
3ther management on night duty
Limits of Authority:
According to establishment
ain !uties:
To be readily available at all times
to deal with a problem or a
complaint!
To ensure that late arrivals are
chec#ed in correctly, allocated a
room and their luggage sent to
their room without delay!
To ensure that late arrivals are
aware o acilities available at
night!
To ensure that the guest is
reminded about brea#ast and
newspaper orders!
To ensure that 8oom *ervice
orders are prepared to the required
standards and served promptly,
proessionally and courteously!
To ensure that the night cleaning
sta$ are carrying out the duties
allocated to them!
To re0arrange rosters and duties in
the event o illness or
absenteeism!
To ensure strict security measures
are in operation and no
unauthorised person has access to
any part o the hotel!
To ensure that no unruly or rowdy
behaviour persists and to ta#e the
appropriate measures in the event
o unreasonableness by any guest
or sta$ members!
To ensure that all restaurants and
banqueting areas are properly
secured ater the close o business!
To ensure that all cash and .oats
are securely loc#ed away!
To ensure that all #eys are securely
loc#ed away!
To ensure that the night maid is
perorming her required duties!
To ensure that #itchens which have
been closed down or the night
have been chec#ed, and that no
equipment is let on, particularly
deep ryers!
To maintain the highest standards
o personal appearance and
hygiene, as well as ensuring that
night sta$ are correctly and
smartly dressed!
To ensure that sta$ are wor#ing
and perorming their duties
correctly and not Isleeping on the
2obI!
To chec# all public areas, including
cloa#rooms, to ensure they have
been cleaned and serviced
correctly!
To ensure that early deliveries, i!e!
mil# and bread, are received
correctly, chec#ed and stored!
To ensure that brea#ast
preparations are on time and that
orders or early brea#asts have
been e$ected!
To ensure that notice boards have
been updated or the coming day:s
business!
To complete a night report
detailing complaints,
emergencies, incidents,
maintenance or security needs, as
well as a summary o action
ta#en!
BANQUETING CO-ORDINATOR
Job Title:
Banqueting (o0ordinator
Place of Work:
A hotel or club
Scope and General Purpose:
To liaise with all clients, ascertaining
their requirements and co0ordinating
these needs to ensure the successul
e-ecution o the unction!
Responsible to:
Banqueting Manager
Responsible for:
@o one 0 unless this is a dual unction
o co0ordinator and assistant
manager
Liaises with:
Bac# o the house sta$
'ouse#eeper
'ead (he
Limits of Authority:
To be agreed
ain !uties:
To discuss the unction with a
client, ascertaining and noting his
e-act needs!
To show the client the various
acilities available, advising and
discussing the merits o the
various options!
To advise and discuss the choice o
menus!
To advise and discuss alcoholic and
non0alcoholic beverage
requirements!
To advise and discuss table plans!
To ascertain what entertainment, i
any, is required!
To ascertain what table
appointments, e!g! .owers, are
required!
To con,rm the availability o the
acilities required!
To monitor and control provisional
and con,rmed unction boo#ings
and ensure that no double
boo#ings occur!
To con,rm all details in writing to
the guest!
To up0date status board and advise
all departments once con,rmation
o the unction is received,
normally under the banqueting
manager:s signature!
To assist the banqueting manager
during the unction!
To be constantly aware o new
business opportunities and action
these!
To be available to conerence
organisers at all times during a
conerence!
To ensure the cleanliness o all
conerence and unction rooms!
To ensure that all necessary
stationery requirements are in
place!
To ensure that all the equipment
requested is in position and in
wor#ing order, particularly audio
and sound systems!
To ensure that water 2ugs, glasses
and rereshments are replenished
at regular intervals!
To ensure that ashtrays are
changed during each brea#!
To ensure that the requested
rereshments are served
timeously!
FAST FOOD MANAGER
Job Title:
Fast Food Manager
Place of Work:
Fast Food 8estaurant %and ta#e0away)
Scope and General Purpose:
To supervise and control the
operation o sit down and ta#e0away
catering outlets, strictly adhering to
the prescribed standards o
preparation and presentation,
ensuring a ast turnaround o
clientele!
Responsible to:
An Area or 8egional Manager
Responsible for:
(oo#s
>aiters
(leaners
(ashiers
Liaises with:
*uppliers
3ther Managers within the group
(ustomers
ain !uties:
To ensure that ood items are
prepared and presented strictly in
accordance with the standards laid
down by the company!
To ensure that orders are ta#en,
prepared and served promptly,
with a minimum o waiting!
To ensure that customers are billed
correctly and promptly!
To practise and be seen to be
practising good customer relations
s#ills!
To ensure that all sta$ are ully
trained in and applying good
customer relations s#ills!
To ensure that orders are placed
with suppliers, complying with the
minimumGma-imum stoc# levels
and that no variance above or
below these levels ta#es place!
To ensure that all stoc#s are
rotated and stored under the
correct conditions!
To ensure that all equipment is
chec#ed regularly to avoid
brea#downs, particularly
rerigeration units and coo#ing
equipment!
To maintain good relations with the
health department and ensure that
all areas are scrupulously clean,
particularly highly visible areas!
To ensure that sta$ maintain a
crisp, clean appearance and are
always correctly dressed!
To ma#e regular inspections to
ensure that decor, urnishing and
maintenance requirements are
actioned!
To be ully conversant with
computerised tills, both in their
operation and analysis o the
inormation available!
To utilise this inormation to ensure
that pro,t margins are maintained
and problem areas highlighted!
To ta#e the necessary action in the
event o a product not producing
the required pro,t!
To ensure that all *toreG8egionalG
@ational promotions are
underta#en to agreed standards!
To ensure that su+cient promotion
material and ood stoc#s or such
promotions are available!
To timeously complete all company
administrative and boo##eeping
requirements!
To ensure that cashing0up
procedures are strictly adhered to
and all monies ban#ed in
accordance with agreed
procedures!
To ensure that sta$ records are up0
to0date and #ept in accordance
with companyGstatutory
regulations!
To compile duty and leave rosters
to ensure correct manning levels
are maintained o permanent and
casual sta$ during pea# and slac#
periods!
To be ully conversant with and
comply with all companyGstatutory
procedures or a catering
operation!
To ensure e$ective procedures are
in operation, have been practised,
and are ully understood, in the
event o a ,re or a bomb scare!
To carry out regular training and
coaching sessions so that sta$ can
perorm their duties e$ectively!
To be ully conversant with and
practise good industrial relations
procedures, ensuring air and
equitable discipline!
To ensure that the causes o sta$
grievances are investigated and
actioned!
To ta#e the necessary action and
complete relevant documentation
in the event o ,re, thet or
burglary!
To ensure ma-imum security o all
areas under your control!
To relieve in another company
outlet as required!
To attend meetings and training
courses as required!
To complete, on the required
ormat, all inormation necessary
or budgetary purposes!
ROOM SERVICE MANAGER
Job Title:
8oom *ervice Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all room
service areas, ensuring that service is
prompt, proessional and courteous,
to the standards laid down by the
company and within agreed
budgetary limits!
Responsible to:
"eneral Manager
Food and Beverage Manager
Responsible for:
'ead >aiters
>aiters
Liaises with:
'ouse#eeper
Front 3+ce Manager
Maintenance Manager
*ecurity Manager
'ead (he
ain !uties:
To ensure that the budgeted pro,t
o the department is maintained,
analyEe ,nancial results and ta#e
the appropriate action in areas o
poor perormance!
To ensure that orders are ta#en
correctly, courteously and actioned
without delay!
To ensure that trays and trolleys
are correctly and attractively laid
up!
To ensure su+cient mise0en0place
to acilitate ast e-pedition o
orders, particularly during pea#
periods!
To prepare duty rosters and ensure
that correct manning levels are
maintained and wor# is evenly
distributed!
To ensure that sta$ are clean,
correctly and smartly dressed at all
times!
To be totally amiliar with daily
unctions and ensure that all
necessary arrangements are
made?
0 @ormal urniture removed when
necessary!
0 *pecial cleaning arrangements!
0 All necessary equipment in
position, i!e! tables, chairs,
portable bains0marie, hot plates,
etc!
0 (orrect table setting and
appointments!
To ensure that only well0trained
and e-perienced sta$ are on duty
at unctions!
To ensure that all used equipment
is returned to its correct storage
place, once the unction is over!
To ensure that trays and trolleys
are removed rom corridors, etc!
To ensure that all .oor service
#itchens and the equipment
therein are properly cleaned and
that hygiene standards comply
with statutory and company
standards!
To ensure that any aults or deects
are reported to the Maintenance
Manager and actioned promptly!
To ensure ma-imum security o all
areas under your control, paying
particular attention to valuable
assets, e!g! silverware!
To ensure that the service o all
meals, snac#s and beverages is
impeccable and in #eeping with
the required standards o the
establishment!
To ensure that cash or a signed bill
is received or each order
despatched!
To ensure that cashing0up
procedures are strictly adhered to!
To ensure that all administrative
procedures, including salary
variations, are completed correctly
and submitted timeously!
To ensure that attendance
registers are completed daily and
in accordance with statutory
requirements!
To ensure that all stoc#s and
supplies are timeously requested,
correct stoc# levels maintained
and stoc# stored under optimum
conditions!
To ensure regular stoc#ta#ing o all
commodities and operating
equipment at speci,ed intervals!
To ensure that operating
equipment is used properly and
not abused!
To be aware o all statutory
regulations a$ecting saety and
ensure that any saety haEard is
recti,ed!
To ensure air and equitable
discipline is e$ected!
To investigate and action the
causes o sta$ grievances!
To ensure e$ective
communications by attending
meetings as required and holding
regular departmental meetings to
impart inormation!
To hold regular on0the02ob training
and coaching sessions to ensure
that sta$ can perorm their duties
correctly!
To ensure that F&P:s are timeously
identi,ed and that their presence
is #nown to all sta$!
To maintain a daily report o
events and complaints, also noting
what action was ta#en!
To ensure that all sta$ are security
conscious and report any strangers
to security immediately
%prostitution, etc)!
To administer tronc in a air and
equitable manner!
To hold regular perormance
appraisals, identiy areas or
development and training, and
ensure that this training is carried
out!
To prepare, on the required ormat,
all inormation necessary or
budgeting purposes!
STOREKEEPER
Job Title:
*tore#eeper
Place of Work:
8estaurant or hotel
$ours of Work:
To be agreed, normally D<?DD 0 1;?DD
or D=?DD to 1<?DD
Scope and General Purpose:
To ensure that optimum stoc# levels
are maintained, that all goods,
perishable and non0perishable are
stored under ideal conditions and that
ma-imum security applies at all
times, particularly when receiving or
issuing goods!
Responsible to:
Food and Beverage Manager
(atering Manager
Responsible for:
(ler#
*tores Assistant
Limits of Authority:
3rder up to 8MMMMM may be placed,
thereater permission must be
obtained!
Liaises with:
*uppliers, drivers and catering sta$
ain !uties:
To order goods and supplies to
ensure that ma-imumGminimum
stoc# levels are maintained!
To liaise with senior managers on
the ordering o goods which all
outside the agreed ,nancial
parameters!
To order all items through
approved suppliers only, obtaining
permission or ordering any items
which are only available through
an alternate source!
To ensure that goods received are
o the quality and quantity ordered
and in accordance with the agreed
price!
To ensure the timeous and correct
completion o all administration in
respect o deliveries!
To complete all documentation and
ta#e the necessary action in cases
o non0delivery, substandard
deliveries or over pricing!
To ensure that all items are stored
correctly, in terms o temperature,
humidity and shel lie and that no
ood items are stored on the .oor!
To ensure correct stoc# rotation
and that issues are e$ected on a
,rst in, ,rst out basis!
To ensure that all issues are made
against requisitions and that no
items leave the storeroom without
the appropriate documentation or
signature!
To ensure ma-imum security o all
storeroom areas, that no
unauthorised person enters the
stores or is issued with a #ey
allowing access!
To inorm management and ollow
agreed procedures in the case o
spoilage or damage o any item!
To ta#e stoc# at prescribed
intervals and ensure that all
necessary administration is
completed without delay!
To attend meetings or training
courses as required!
RECEPTIONIST
Job Title:
8eceptionist
Place of Work:
A hotel
Scope and General Purpose:
To greet guests and allocate rooms
according to laid0down procedures
Responsible to:
'ead 8eceptionist
Responsible for:
@o0one
Limits of Authority:
According to each establishment
ain !uties:
To greet the customer and identiy
his speci,c reservation!
To register the guest, ensuring that
the necessary details are obtained,
i!e! name in ull, address, whether
company or private boo#ing,
special rate, allowances, F&P,
charge details, nationality,
passport number, etc!
To allocate room according to
reservations list, ensuring that this
is what the guest has boo#ed, both
in terms o the room itsel and the
rate to be paid!
To issue the #ey card!
To liaise or alert hall porter so that
the guest:s luggage is ta#en to his
room and the #ey issued!
To update occupancy list, giving
copies to hall porter and
telephonist!
To ensure that all departments,
particularly restaurants, are
noti,ed o the tari$ entitlements!
To complete o+ce bulletin boo#!
BOOKKEEPER/CLERK
Job Title:
Boo##eeperG(ler#
Place of Work:
A catering unit
$ours of Work:
As agreed
Scope % General Purpose:
To assist management with the day0
to0day compilation and completion o
all ,nancial and statistical returns
required by the company!
Responsible to:
(atering Manager
Responsible for:
Trainee Boo##eeperG(ler#
Liaises with:
*uppliers, #itchen sta$ and control
departments!
Limits of Authority:
Petty cash payments up to an agreed
amount!
ain !uties:
To accurately complete the daily,
wee#ly and monthly returns,
submitting these timeously on the
prescribed ormat in accordance
with company standards!
To reconcile and balance cash,
.oats and doc#ets ensuring that
these tally with daily income and
e-penditure!
To notiy management
immediately o any variances in
the above!
To ma#e payments rom petty cash
against vouchers or invoices!
To ensure that all documentation
or the receipt and issuing o
commodities is accurately
completed!
To inorm management o any
shortages, surpluses or
irregularities in connection with the
above item and ensure that
queries are handled immediately!
To assist with stoc#ta#ing at
prescribed intervals!
To e-tend and process stoc#ta#ing
,gures accurately and timeously!
To ensure that cash and relevant
vouchers are securely and
systematically #ept!
To ensure that control systems are
operating e$ectively within agreed
parameters!
To ensure that all administration is
handled e+ciently, systematically
and ,led or sent to the appropriate
department without delay!
To leave all des#s and o+ce in a
clean and neat manner when
going o$0duty!
To ensure that all loc#able areas
are secure beore leaving the
premises!
To ban# all monies in accordance
with laid0down procedures!
To ensure that all documentation is
#ept securely against ,re, thet
and industrial espionage!
To carry out on0the02ob training at
prescribed intervals!
To attend meetings and training
courses as required!
To ta#e part in ,re drills and
evacuation drills at required
intervals!
GENERAL ASSISTANT - GRADE 1
Job Title:
"eneral Assistant 0 "rade 1
Place of Work:
A #itchen
Scope and General Purpose:
To assist with the cleaning,
preparation, service, ordering and
control o ood, coo#ed or uncoo#ed,
and ancillary items to agreed
standards!
Responsible to:
'ead (oo#G(he
Responsible for:
@o0one
Liaises with:
All #itchen sta$
Limits of Authority:
@ot applicable
ain !uties:
To prepare meals or oodstu$s, as
instructed, by and under the
supervision o a coo#!
To ma#e breads and conectionary
items in accordance with
instructions rom and under the
supervision o a ba#er,
conectionary or coo#!
To prepare sta$ meals in
accordance with instructions rom
and under the supervision o a
coo#!
To pac# and wrap items or re0sale
or deliver to another outlet!
To assist with stoc#ta#ing as
required!
To collect and deliver orders as
required!
To serve and sell rereshments
away rom the employer:s
premises, including places o
entertainment!
To control and chec# items o
equipment, including croc#ery,
glassware, linen and other pantry
requirements!
To prepare diningroom mise0en0
place, including the ,lling o cruet
and condiment sets, butter and
2am containers!
To set tables in accordance with
requirements!
To relay orders as necessary!
To set up trays as required,
ensuring that all prescribed
croc#ery, cutlery is in place!
To ma#e sandwiches and salads in
accordance with prescribed
recipes!
To underta#e relie duties o waiter
or wine steward!
To operate tea, co$ee and sot
drin# machines!
To ensure that all tas#s are
completed in accordance with
statutory and company hygiene
requirements!
To conorm to statutory and
company personal hygiene
requirements!
To report any suspicious parcel,
pac#age or behaviour to
management!
To ta#e part in any ,re or
evacuation drills at prescribed
intervals!
GENERAL ASSISTANT - GRADE 2
Job Title:
"eneral Assistant 0 "rade 1
Place of Work:
A #itchen
$ours of Work:
As agreed
Scope and General Purpose:
To assist with the cleaning,
preparation and pac#aging o
oodstu$s! To clean premises,
equipment, linen and clothing, as
required to agreed standards!
Responsible to:
(oo#s
Responsible for:
@o0one
Limits of Authority:
@ot applicable
ain !uties:
To clean designated areas,
complying with statutory and
company hygiene requirements,
including .oors, counters, shelves,
,-tures and ,ttings and walls up to
1,B m!
To clean all equipment, not only
complying with statutory and
company hygiene requirements,
but also with all saety standards!
To sharpen #nives and place in
correct storage areas!
To clean, cut or prepare raw meat,
,sh or poultry or coo#ing!
To peel, clean and cut up ruit or
vegetables!
To cut bread and ma#e toast to
required standards!
To ,ll and boil water in urns as
required!
To ma#e tea, co$ee, cocoa or
similar beverages to required
standards!
To measure, decant, pac# and seal
oodstu$s, using prescribed or laid0
down measures!
To move, stac#, carry, load or
unload utensils, tools, equipment,
oodstu$s and other articles!
To tend ,res or boilers, removing
ash and debris when necessary!
To operate, by switching on or o$,
standard #itchen equipment or
peeling, cutting, mi-ing, cleaning,
polishing or rubber stamping!
To deliver messages or orders on
oot or with a non0mechanical
mode o transport!
&ther duties' mainly irre#ular
and de(nitely to be a#reed:
"ardening
"uarding premises or property by
day!
>ashing or ironing o uniorms,
linen and protective clothing!
To operate a washing machine!
To run errands!
GUEST SERVICES MANAGER
Job Title:
"uest *ervices Manager
Place of Work:
Scope or General Purpose:
Responsible to:
Responsible for:
Liaises with:
Limits of Authority:
ain !uties:
8esponsible or training "uest
*ervices Attendants in every
aspect o their 2ob?
0 Answering calls
0 "reeting guests
0 'old mail procedure
0 Jnowledge o services provided
by the hotel
0 Jnowledge o all aspects
re.ected on "uest *ervices
/irectory e!g! shopping, doctor,
etc!
0 (A* system
0 Message procedure
0 As#ingGcommunicating with
guest as to achieve rapport and
create ambience
0 Jnowledge o company Mission,
Fision and Falues
0 8ecommend other hotels in
group, etc!
&n the morning tal# to departing
guests, ensure they en2oyed their
stay!
(omplete "uest Nuestionnaires
with departing guests!
Assist departing guests with
orward boo#ings!
Print special arrivals list in morning
and together with "M review
arriving guests, identiying
Frequent "uests and F&P:s and
8eturn "uests!
(omplete F&P and 8eturn "uest
orm!
(omplete 8eturn "uest git list!
(omplete Frequent "uest list!
Allocate rooms to F&P and 8eturn
"uest and ensure welcome letters,
welcome bac# letters and gits are
place in room!
(hec# allocated rooms or
cleanliness and that guest supplies
are in room!
*pend time on des# ensuring
"uest *ervice Attendants are
ollowing procedures, train and
guide where necessary!
Ma#e presence elt in 8estaurant
and Bars and Banqueting during
lunch and assist where needed!
9nsure once a wee# the IMeet the
Management (oc#tail PartyI ta#es
place by sending invitations to
regular guests!
&n early eveningGlater aternoon,
prepare punch in summer, sherry
in winter or incoming guests!
Meet incoming guests, o$er punch
or sherry and ensure that they all
eel welcome!
! 8esponsible or I'ospitality
PromiseI
! (ustomer service delivery and
recovery %actively elicit
customer complaints, customer
suggestion bo-, action and give
eedbac# to customers)
! (onduct ace0to0ace customer
surveys
! Monitor employee morale H
motivation levels o ront0o0
house sta$ %liaise with '8 and
F3MG8/MO)
HEAD PORTER
Ta! S!"## S$a%&a'&
MeetGgreet guests
(all ta-is
*tore bags
3pen room doors
(lean wor#ing area
Trollies available
"ive directions
8osters
*ecurity
Auggage requests
(ontrol standards o porters
Maintain baggage tags
Arrange transport to airport
Allocation o wor# stations
Fond arewell
(ontrol o undesirables
Aiaise with
8eport on maintenance
*pecial guests
(o0ordination o department meetings
"ood oral communication
Aware o geographic acilities
Aware o local attractions
Aware o company policy and procedure
Aiterate
9mergency procedures
Tas# delegation
People co0ordination
Functioning o hotel acilities
Maintain movement o baggage
acilities
&nitiative 1!;
Perseverance 6
Assertiveness 6
Analytical ability 1!;
4udgement 1!;
/ecisiveness 1!;
(ommunication 1!;
J?P>P;1PT8A(KP43B/9*(8
Tas# structuring 1!;
Presentation s#ills 1
Fle-ibility 1!;
PlanningGorganisingGcontr
ol
1
Team building orientation 1!6
@egotiating s#ills 1
(ustomer ocusGservice 1!;
J?P>P;1PT8A(KP43B/9*(8
DOORMAN
Ta! S!"## S$a%&a'&
MeetGgreet guests
3pen doors
(lean wor#ing areaGneat H tidy
"ive directions
(all porters
Monitor car par#
Jeep entrance to hotel clear
'ail ta-i to ront door
(ontrol par#ing
Fond arewell
control o undesirables
Aiaise with
8eport on maintenance
(hec# o international .ags
Maintain standard o ront o house
"eneral #nowledge o locations and
ma2or routes
"ood verbal communication s#ills
'otel emergency procedures
(omplete #nowledge o hotel layout
and acilities
Awareness o specialist
acilitiesGservices or disabled people
*aety policy procedures
Aware o airport shuttle times
&nitiative 1!;
Perseverance 1!;
Assertiveness 1
Analytical ability 1!;
4udgement 1!;
/ecisiveness 1!;
(ommunication 1
Tas# structuring 1
Presentation s#ills 1
Fle-ibility 1
J?P>P;1PT8A(KP43B/9*(8
PlanningGorganisingGcontr
ol
1
Team building orientation 1
@egotiating s#ills 1
(ustomer ocusGservice 1
J?P>P;1PT8A(KP43B/9*(8
SWITCHBOARD OPERATOR
Ta! S!"## S$a%&a'&
Maintain and update
regionalGinternational directories
TestGreport aulty linesGequipment
Maintain telephone A0Q bible
Accurate wa#e0up loggingGe-ecuting
9nsure relevant group chec#0out #nown
The standard company terminology
caller:s name
Accurately enter guest message
Answer calls within ; rings
Paging guests or telephone calls
/irect calls to relevant and correct
department
Maintain neat and tidy wor# place
Familiarise with emergency procedure
Ability to operate communication
equipment
(omputer literate
"eographic #nowledge
&nternational call procedure
(lear spea#ing voice with correct tone
Jnowledge o specialist services
Jnowledge o hotel servicesGpromotions
and
(ompany policy and procedure
Analytical ability 1
4udgement 6
Fle-ibility 6
/ecisiveness 1!;
PlanningGorganisingGcontr
ol
1
&nitiative 1
Assertiveness 1
Ferbal communication 1
>ritten communication 1
@egotiating s#ills 1
3ral presentation s#ills 1
J?P>P;1PT8A(KP43B/9*(8
(ustomer ocus 6
&ndividual leadership 1
J?P>P;1PT8A(KP43B/9*(8
GUEST LIAISON
Ta! S!"## S$a%&a'&
Ma-imum e$ective guest contact
AnalyEe guest questionnaires
3btain ma-im R1
8eport bac# R1 R6 meetings
&dentiyGaction arrivals
(ompleteGaction F&P sheet
(olour dot programme initiate
(hec# allocated F&P rooms
MeetGgreet F&P:sG"roups
Maintain guest contact 5
telephoneGace0to0ace
Action complimentsGcomplaints
Action special requests
Monitor oyer activity
8eview handover
Aware o conerence activity
Aware o local in0house promotions
Brie ront line sta$
Maintain guest inormation ,leGstand
Maintain guest history
(omputer literate
"eographical #nowledge
(urrent a$airs localGinternational
(ompany policy procedure
Frequent guestGVoyager priority
(ompany promotions #nowledge and
departmental e-perience
Jnowledge o specialised services
3perational o+ce equipment
&nitiative 7
Perseverance 6
Assertiveness 6
Analytical ability 6
4udgement 6
/ecisiveness 6
(ommunication 7
J?P>P;1PT8A(KP43B/9*(8
Tas# structuring 6
Presentation s#ills 1!;
Fle-ibility 6
PlanningGorganisingGcontr
ol
6
Team building orientation 6
@egotiating s#ills 1!;
(ustomer ocusGservice 7
J?P>P;1PT8A(KP43B/9*(8
NIGHT MANAGER
Ta! S!"## S$a%&a'&
(o0ordinating sta$ rosters
(all ta-is
*tore bags
3pen room doors
(lean wor#ing area
Trollies available
"ive directions
8osters
*ecurity
Auggage requests
(ontrol standards o porters
Maintain baggage tags
Arrange transport to airport
Allocation o wor# stations
Fond arewell
(ontrol o undesirables
Aiaise with
8eport on maintenance
*pecial guests
(o0ordination o department meetings
"ood oral communication
Aware o geographic acilities
Aware o local attractions
Aware o company policy and procedure
Aiterate
9mergency procedures
Tas# delegation
People co0ordination
Functioning o hotel acilities
Maintain movement o baggage
acilities
&nitiative 1!;
Perseverance 6
Assertiveness 6
Analytical ability 1!;
4udgement 1!;
/ecisiveness 1!;
(ommunication 1!;
J?P>P;1PT8A(KP43B/9*(8
Tas# structuring 1!;
Presentation s#ills 1
Fle-ibility 1!;
PlanningGorganisingGcontr
ol
1
Team building orientation 1!6
@egotiating s#ills 1
(ustomer ocusGservice 1!;
J?P>P;1PT8A(KP43B/9*(8
NIGHT MANAGER
Ta! S!"## S$a%&a'&
(o0ordinating sta$ rosters
(all ta-is
*tore bags
3pen room doors
(lean wor#ing area
Trollies available
"ive directions
8osters
*ecurity
Auggage requests
(ontrol standards o porters
Maintain baggage tags
Arrange transport to airport
Allocation o wor# stations
Fond arewell
(ontrol o undesirables
Aiaise with
8eport on maintenance
*pecial guests
(o0ordination o department meetings
"ood oral communication
Aware o geographic acilities
Aware o local attractions
Aware o company policy and procedure
Aiterate
9mergency procedures
Tas# delegation
People co0ordination
Functioning o hotel acilities
Maintain movement o baggage
acilities
&nitiative 1!;
Perseverance 6
Assertiveness 6
Analytical ability 1!;
4udgement 1!;
/ecisiveness 1!;
J?P>P;1PT8A(KP43B/9*(8
(ommunication 1!;
Tas# structuring 1!;
Presentation s#ills 1
Fle-ibility 1!;
PlanningGorganisingGcontr
ol
1
Team building orientation 1!6
@egotiating s#ills 1
(ustomer ocusGservice 1!;
J?P>P;1PT8A(KP43B/9*(8