FOOD & BEVERAGE MANAGER

Job Title: costings and cash checks.

Food and Beverage Manager  To ensure that restaurants and
cloakrooms are clean and well
Place of Work: maintained, that table
A hotel appointments, including flower
arrangements are impeccable.
Scope and General Purpose:  To ensure that waiters are always
To supervise and control all catering correctly and smartly dressed, that
outlets in a hotel to the required they offer professional and
standards, within agreed budgetary courteous service to their
limits and parameters of the law, customers.
particularly liquor law.  To ensure that bars and
cloakrooms are clean and stocked
Responsible to: with the stipulated requirements.
General Manager  To ensure that barmen are well
trained, correctly and smartly
Responsible for: dressed and serve their customers
All restaurant, room service, in a professional and friendly
banqueting, stores and back of the manner.
house staff. (In some cases the Head  To ensure that room service orders
Chef will also report to the Food and are executed promptly and that
Beverage Manager). they comply with the required
standards.
Liaises with:  To ensure that room service staff
Head Chef are correctly and smartly dressed
Housekeeper and serve their customers in a
Front of House Manager professional and friendly manner.
Security Manager  To ensure the efficient running of
Personnel Manager the banqueting department and
Maintenance Manager that all banqueting rooms,
Accountant including cloakrooms, are clean
and tidy.
Limits of Authority:  To act as Duty Manager as
According to each establishment required.
 To ensure that consumable and
Main Duties: non-consumable goods are
 To ensure the prompt and efficient ordered, correctly stored and
service of all meals, snacks, issued to the various departments.
functions and beverages to the  To ensure maximum security in all
required standards. areas under your control and that
 To ensure that profit margins are staff are fully aware of the
maintained, agreed costs are not importance of key security.
exceeded through effective control  To ensure that staffing levels are
systems, including issuing against correct and to agreed standards
dockets, sales analysis, menu and are not exceeded without prior

K:\WP51\TRACY\JOBDESCR Page 1
 consultation.  To hold regular staff meetings.
 To ensure that company and  To be fully aware of trends in the
statutory hygiene standards are industry and make suggestions for
maintained in all areas. improvement of the catering
 To attend timeously to customer operation.
complaints.  To attend meetings as required.
 To take the necessary steps in the  To carry out or ensure that regular
event of theft, burglary or fire. On-the-Job Training is taking place
 To ensure that reports and to agreed standards.
administration requirements are  To ensure that the most suitably
timeously submitted. qualified person is appointed in the
 To ensure that the Back of the event of a vacancy — wherever
House Department operates possible this should be an internal
effectively and efficiently. promotion.
 To hold regular performance
appraisals with all management
staff, identifying areas for
development and training needs,
and ensuring that this training is
effected.
 To ensure that fair discipline is
effected.
 To ensure that the causes of staff
grievances are investigated and
the appropriate action taken.
 To ensure that fire and evacuation
drills are held regularly.
 To ensure that bands and
musicians are available when
required.
 To be fully conversant with all
statutory requirements regarding a
food and beverage operation, that
all licenses, including special
licences, are timeously applied for
and that the conditions affecting
the issues of a liquor licence are
not jeopardised.
 To ensure that regular stock takes
are conducted.
 To prepare and submit on the
required format all information
necessary for budgeting purposes,
timeously and accurately.
 To ensure that an effective table
reservation system is in operation.
 To circulate throughout all
restaurants, bars and banqueting
departments, maintaining a high
profile with customers and staff.

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K:\WP51\TRACY\JOBDESCR Page 3
 FRONT OF HOUSE MANAGER

Job Title: to deal with problems or

Front of House Manager complaints.
 To ensure that rooms have been
Place of Work: serviced and maintained to the
A hotel standards laid down by the
Company.
Scope and General Purpose:  To ensure maximum room
To supervise and control all Front of occupancy within agreed
House and Housekeeping areas to the overbooking policy.
standards laid down by the Company,  To ensure that reservations are
maximising revenues and profits to taken correctly and courteously.
agreed budgetary limits.  To ensure effective liaison between
reservations and front office staff
Responsible to: with other departments (e.g.
General Manager housekeeping).
 To ensure that all charges are
Responsible for: correctly entered on the guest's bill
Hall Porters and that this is up to date at all
Drivers times.
Receptionists  To ensure that credit control
Cashiers procedures are strictly adhered to,
Enquiry Clerks that no bills exceed the stipulated
Switchboard Operators limit without prior approval and
Reservation Clerks that written confirmation, purchase
orders, or order numbers are on
Liaises with: file.
Food and Beverage Manager  To ensure that accounts are
Security Manager balanced daily.
Personnel Manager  To ensure effective and speedy
Accountant check-out facilities.
Maintenance Manager  To ensure that luggage is delivered
Head Chef to and collected from rooms
speedily.
Limits of Authority:  To ensure that enquiries,
According to each establishment messages, theatre bookings are
dealt with courteously and
Main Duties: efficiently.
 To ensure that guests are greeted,  To ensure that all Front of House
checked in and allocated rooms staff are correctly and smartly
promptly and courteously. dressed at all times.
 To ensure that check-in procedures  To ensure that all Front of House
are strictly adhered to and that the areas are clean and tidy at all
correct address and charge out times, including cloakrooms.
details are obtained from each  To ensure that newspapers and
guest. parcels are delivered to rooms
 To be readily available at all times without delay.

K:\WP51\TRACY\JOBDESCR Page 4
 To ensure that incoming and how these could be implemented.
outgoing telephone calls are  To be familiar with all local Civil
handled promptly and courteously. Defence measures.
 To ensure maximum security of all  To ensure that staff under your
items left in safety deposit boxes. control are trained in Civil Defence
 To carry out systematic checks of measures.
all Front of House areas for
maintenance requirements, repairs
or refurbishing, ensuring that these
are actioned without delay.
 To ensure that the Hotel Entrance
is easily accessible to cars and
taxis at all times.
 To hold regular performance
appraisals with all senior staff,
identifying areas for development
and training needs and ensuring
that this training is effected.
 To carry out or ensure that regular
On-the-Job training is taking place
to agreed standards.
 To hold regular meetings with all
Heads of Department. To ensure
that manning levels are correct
and these are not exceeded
without permission.
 To ensure that the most suitably
qualified person is appointed in the
event of a vacancy - wherever
possible this should be an internal
promotion.
 To ensure maximum security in all
areas under your control.
 To act as Duty Manager when
required.
 To attend Management Meetings
as required.
 To circulate regularly throughout
all Front of House areas,
maintaining a high profile with
guests and staff.
 To ensure accurate and timeous
submission of all reports and
administrative work.
 To prepare and submit on the
required format annual budgetary
information and updates as
required.
 To monitor trends within the
industry and make suggestions

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K:\WP51\TRACY\JOBDESCR Page 6
 BANQUETING MANAGER

Job Title:  To ensure that once a booking is

Banqueting Manager confirmed, all details and
requirements are noted, using a
Place of Work: check list, so that nothing is
A hotel forgotten, e.g.:
- Number of covers
Scope and General Purpose: - Where to assemble
To supervise and control the - Where to serve
banqueting department to the - Details of menu
required standards and within agreed - Plan of tables
budgetary limits. - List of guests
- Drinks, aperitifs, wines, liqueurs,
Responsible to: spirits, and whether per-ordered
General Manager or cash, cigars, cigarettes
Food and Beverage Manager - Entertainment
 To liaise or ensure liaison with the
Responsible for: client a few days before the
Assistant Banqueting Manager function to confirm exact numbers,
Banqueting Coordinator in turn informing the appropriate
Banqueting Waiters departmental heads.
Wine Stewards  To ensure that bands, discos, or
Cleaners entertainment have been booked
as directed.
Liaises with:  To ensure that duty rosters are
Housekeeper compiled, making certain that
Front of House Manager adequate numbers of experienced
Maintenance Manager permanent and casual waiting staff
Security Manager will be on duty.
Accountant  To check the function room, ante
Head Chef rooms and cloakrooms for
PRO cleanliness before guests arrive,
table layout and stipulated specific
Limits of Authority: requirements to enable
According to establishment shortcomings to be rectified.
 To greet the host and circulate
Main Duties: during the course of the function to
 To ensure that the agreed ensure availability in the event of a
budgeted targets are achieved or problem or complaint.
bettered.  To ensure that the accounts
 To ensure that the food and liquor department receives accurate
costs are maintained at their information to enable it to correctly
agreed levels and that the correct bill the client.
profit margins are achieved.  To ensure that all staff are
 To ensure a prompt, courteous correctly and smartly dressed at all
response and follow up to all times.
enquiries.  To ensure effective briefing of

K:\WP51\TRACY\JOBDESCR Page 7
 waiting staff before the function
commences.
 To ensure that bar and waiting
staff know the limit of open bars
and that this is not exceeded.
 To ensure that the service of food
and drink is courteous and
professional.
 To ensure that tables are correctly
set and that table appointments,
including flower arrangements, are
impeccable.
 To ensure that surplus equipment
is removed once the function is
over and returned to its correct
storage place.
 To check equipment against the
function checklist to ensure that no
items have been misappropriated
or mislaid.
 To check equipment regularly
against the inventory to ensure
minimum losses.
 To ensure maximum security of all
areas under your control, paying
particular attention to valuable
assets, e.g. silverware.
 To ensure that all items are used
for their correct purpose and not
abused, e.g. knives used as
screwdrivers, table-cloths or
napkins used for cleaning.
 To give feedback 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
Department.
 To carry out or ensure that regular
On-the-Job Training is carried out
to enable staff to perform their
duties correctly.
 To prepare and submit on the
required format all information
necessary for budgeting purposes,
timeously and accurately.

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 RESTAURANT MANAGER

Title: conditions.
Restaurant Manager  To ensure regular stocktaking of all
operating equipment at specified
Place of Work: intervals.
Restaurant  To ensure that operating
equipment is used properly and
Scope and General Purpose: not abused, e.g. serviettes and
Supervise and control the restaurant waiters' cloths used for cleaning.
and bar  To ensure effective communication
by attending meetings as required
and holding staff meetings on a
regular basis to impart information.
 To ensure that the most suitably  To hold regular On-the-Job training
qualified person is appointed in the sessions to ensure that staff can
event of a vacancy - wherever perform their duties correctly.
possible this should be an internal  To administer tronc in a fair and
promotion. equitable manner.
 To ensure maximum security in all  To give feedback on guest letters
areas under your control. and comments.
 To liaise with customers regarding  To maintain a high degree of
special functions. interest in self-development,
 To ensure that table appointments, displaying this by making
including flower arrangements, are suggestions for realistic
impeccable and that tables are set improvements.
correctly.
 To ensure that stations have their
correct mise-en-place.
 To ensure that faults and defects
are reported to Maintenance and
actioned without delay.
 to maintain high standards of
morale and personal appearance of
all staff.
 To ensure fair and equitable
discipline, yet complying with
house or company regulations.
 To investigate and action the
causes of staff grievances.
 To be aware of all statutory
regulations affecting safety and
ensure that any safety hazard is
rectified.
 To ensure that all stocks and
supplies are timeously requested,
correct stock levels maintained
and stored under optimum

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 HEAD HOUSEKEEPER

Job Title:  To ensure an adequate supply of

Head Housekeeper clean linen in a good state of
repair.
Place of Work:  To ensure that rooms are checked
A hotel regularly for repairs and
refurbishing, and that appropriate
Scope and General Purpose: maintenance is effected.
To supervise and control the cleaning  To liaise with General Manager and
and servicing of all bedrooms, notify areas needing attention, in
restaurants, function and public respect of decor.
rooms in the hotel.  To ensure that the most suitably
qualified person is appointed in the
Responsible to: event of a vacancy - wherever
General Manager or Front of House possible this should be an internal
Manager promotion.
 To ensure that staff are coached
Responsible for: and trained to perform their duties
Assistant housekeeper effectively.
Chambermaids  To ensure that attendance
Cleaners registers are completed daily and
Housemen in accordance with statutory
Linen room staff regulations.
Laundry  To ensure that salary variations
Valet and administrative returns are
completed correctly and
Liaises with: submitted timeously.
Food and Beverage Manager  To draw up duty rosters and
Front Office Manager ensure that manning levels are
Security Manager correct, to agreed standards, and
Personnel Manager are not exceeded without
Accountant permission.
Head Chef  To ensure that adequate supplies
of cleaning materials are available.
Limits of Authority:  To ensure that staff
According to each establishment accommodation is kept clean and
in a good state of repair.
Main Duties:  To ensure that regular fire and
 To ensure that all bedrooms and evacuation drills are held.
public rooms are serviced and  To ensure effective
cleaned daily. communications through attending
 To ensure that function rooms are meetings and imparting
cleaned as soon as they have been information at regularly held staff
used to ensure a fast turnaround. meetings with assistant
 To ensure that VIP rooms receive housekeepers.
the designated extras.

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Irregular Duties:
 To prepare and submit, on the
required format, all information
necessary for budgeting purposes.

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 SALES EXECUTIVE

Job Title: the client once the contract is

Sales Executive opened and show an ongoing
interest in the operation.
Place of Work:  To complete a daily/weekly log of
Regional sales office all activities.
 To analyze statistics thereby
Scope and General Purpose: identifying key sales areas,
To promote the image and services of problems and success rate.
the company so that maximum  To research prospective client
growth occurs through gaining new details, finding out as much as
clients and contracts. possible about the company to
ensure a professional approach.
Responsible to:  To constantly monitor and be
Sales Manager aware of competitor activity.
 To present a realistic proposal to a
Responsible for: prospective client, having
Secretarial staff thoroughly researched cost factors,
and ensure that the proposal is
Liaises with: achievable.
Other sales executives  To constantly be aware of new
Departmental heads business opportunities and action
these.
Limits of Authority:
To be agreed

Main Duties:
 To follow up leads by visiting
prospective clients regularly, often
enough to maintain their interest
but not too often to alienate them.
 To achieve or better budgeted
sales targets.
 To identify prospective clients'
exact needs, by questioning,
observation and the completion of
a full sales survey.
 To entertain prospective clients,
where possible combining this with
visits to existing satisfied
customers.
 To liaise closely with operational
staff on all details for a prospective
new contract and gain their
agreement on all details.
 To maintain communication with

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 PERSONNEL AND TRAINING MANAGER

Job Title: trained and have the ability to

Personnel and Training Manager conduct effective interviews.
 To ensure that the company's
Place of Work: succession plan is meaningful and
Regional or area office effective.
 To ensure that meaningful
Scope and General Purpose: appraisals for all staff are carried
To manage the Personnel and out on a regular basis.
Training function within agreed  To ensure that the action and
budgetary limits so that the company developmental plans agreed at the
and the individual can benefit through appraisals are actioned and
the employee's ability to attain followed up.
optimum performance and growth.  To ensure the Individual Career
Plans are meaningful and agree
Responsible to: with succession plan and are the
General Manager result of an appraisal.
 To ensure that new or transferred
Responsible for: employees have an effective
Assistant Personnel Manager induction programme with is
(In some cases also salaries adhered to.
administration)  To ensure that the Training
Programme provides for the
Liaises with: training needs identified at
Senior Management appraisals.
Department Heads  To ensure that the correct people
are nominated or sent on the
Limits of Authority: appropriate training courses.
Advice and service responsibilities,  To ensure follow up of all training.
not usually line authority  To ensure that training is cost
effective and is effected for real
Main Duties: need and not for cosmetic reasons.
 To ensure that Job Descriptions are  To ensure that the company's
up-to-date and accurately describe objective for labour turnover is
each position. maintained or bettered.
 To ensure that Job Evaluation  To analyze labour turnover
categories are correct. statistics so that problem areas are
 To ensure cost effective highlighted and the appropriate
recruitment through the use of the action taken.
appropriate source.  To ensure that the company's
 To ensure that the recruitment and personnel procedures are strictly
selection of people is done adhered to.
objectively and based on Job  To ensure that personnel files are
Descriptions and Man properly maintained and kept
Specifications. under lock and key.
 To ensure that managers are  To ensure that the company's

K:\WP51\TRACY\JOBDESCR Page 13
 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 packages are
adhered to.
 To ensure that managers are
acquainted with and are applying
all latest industrial relations
legislation.
 To ensure effective communication
relating to any industrial or strike
action, so that future or
contingency planning can be
effected.
 To ensure that line managers are
fully aware of and responding to all
statutory legislation affecting the
catering industry.
 To be aware of the welfare needs
of employees and be available for
counselling.

OPERATIONS MANAGER

Job Title: District (or area) Managers

Operations Manager Secretary

Place of Work: Liaises with:

An area or regional office Other Operations Managers
Heads of Department
Scope and General Purpose: Accountant
To manage the operational area in Personnel & Training Manager
such a manner that customer Purchasing Department
satisfaction and budgeted profit Sales Executives
margins are achieved and that a good
company image is projected, thus Limits of Authority:
ensuring continued growth. According to each company's
regulations
Responsible to:
Regional General Manager (or Main Duties:
Director)  To ensure the efficient
management of all districts.
Responsible for:  To ensure that each district

K:\WP51\TRACY\JOBDESCR Page 14
 contributes the agreed budgeted collection, etc.
profits.  To compile and agree meaningful,
 To provide effective leadership achievable budgets through
through professional man- accurate research and application
management and encouragement of in-depth knowledge of the
of subordinates. industry.
 To carry out regular, meaningful  To make recommendations for
performance appraisals conducted salary increases for subordinate
in such a manner that effective, staff, basing these
open, two-way communication is recommendations on objective
maintained. performance reviews and market-
 To follow up and ensure that the related equivalent positions.
agreed action and developmental  To stay "close to the customer"
plans identified at these appraisals and maintain effective
are being effected. communication with him at all
 To carry out monthly performance times through a planned
reviews, coach and direct activities programme of formal meetings
to achieve desired performance. and entertainment.
 To draw up, in conjunction with the  To ensure that complaints or
Personnel Manager, meaningful problems are actioned without
succession and career plans for all delay and that effective follow-up
management staff. action takes place to avoid a
 To monitor progress of agreed recurrence.
succession and career plans and  To ensure that the company's
ensure that these are adhered to. training objectives are achieved.
 To ensure that district managers  To attend all company social and
are conducting regular promotional functions, maintaining
performance appraisals and a high profile with current and
drawing up appropriate action and prospective clients.
developmental training plans for  To be aware of current trends in
their subordinate managers, using the industry and make suggestions
job descriptions as a guide. how these could be implemented
 To ensure that the company's for the benefit of the company.
objective relating to labour  To attend meetings and training
turnover is achieved or bettered. courses as required and continually
 To ensure that subordinates are strive for the improvement of won
totally conversant with and professional skills.
practising good industrial relations  To liaise and work closely with
procedures. sales executives to ensure that
 To ensure that subordinates are realistic, achievable proposals are
totally conversant with and submitted.
implementing all company policies  To maintain effective working
and procedures. relationships with line and staff
 To review and analyze monthly functions to ensure the efficient
results, highlight problem areas opening of new contracts.
and take appropriate action to
rectify poor performance.
 To ensure that all financial targets
are being achieved, e.g. through
purchase discounts, debt

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K:\WP51\TRACY\JOBDESCR Page 16
 CATERING MANAGER - INDUSTRIAL CATERING

Job Title: prescribed menus are adhered to.

Catering Manager - Industrial Catering  To ensure correct and timeous
completion of all administrative
Place of Work: work.
A staff restaurant  To ensure that cash-up procedures
are strictly adhered to.
Scope and General Purpose:  To ensure that all monies are
To manage the catering services of a banked in accordance with laid-
company to their requirements and down procedures.
satisfaction, within the agreed  To ensure that staff records are up
budgetary limits. to date and kept in accordance
with company and statutory
Responsible to: requirements.
A district or area manager  To ensure that hygiene standards
A senior manager - probably comply with company and
personnel manager statutory requirements.
 To ensure effective security in all
Responsible for: areas under your control.
Subordinate catering staff  To be aware of and respond the
needs of your staff, including
Liaises with: induction, monitoring performance,
Customers coaching and ensuring that
Maintenance department appropriate training is effected.
Suppliers  To carry out On-the-Job Training as
Other catering managers requested by the company.
 To ensure that regular fire drills are
Limits of Authority: held, evacuation procedures
 Termination of employment of a understood and effected.
subordinate can only be effected  To ensure that MOSA and NOSA
after a disciplinary hearing held by regulations are adhered to.
a superior.  To complete and submit all
 Purchasing of food through necessary, relevant documentation
authorised suppliers only. in the event of fire, theft, burglary
 No cash purchases may be made or accident.
above agreed limit.  To ensure that staff are correctly
dressed at all times.
Main Duties:  To recruit, interview and manage
 To ensure the provision of quality subordinates complying with
food and service, to the company and statutory
requirements and satisfaction of procedures.
the company.  To practice and be seen to be
 This includes all meals, functions practising good industrial relations.
and resale items.  To constantly be aware of the
 To plan and cost menus, making needs of the customer,
sure that budgetary limits and continuously striving to create the

K:\WP51\TRACY\JOBDESCR Page 17
 right environment.

Irregular Duties:
 To relieve or assist in another
company outlet.
 To attend to customer complaints
satisfactorily.
 to take the necessary action in the
event of burglary, theft, fire or a
breach of statutory regulations.
 To attend meetings and training
courses as required.

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 ASSISTANT CATERING MANAGER

Job Title: and price, also ensuring that these

Assistant Catering Manager stocks are correctly stored and
rotated.
Place of Work:  To make regular inspections to
A staff restaurant ensure that company and statutory
hygiene standards are maintained.
Scope and General Purpose:  To carry out regular On-the-Job
To assist the manager in the day-to- Training sessions, be constantly
day management tasks of providing a aware of staff who have potential
catering service for a staff restaurant for development and ensure that
to the required standards. these people are highlighted for
promotion.
Responsible to:  To be fully conversant with MOSA
Catering Manager and NOSA regulations and report
any defect to the manager.
Responsible for:  To be sensitive to the needs of
Subordinate catering staff subordinate staff and report any
problems or breaches of discipline
Liaises with: to the manager.
Suppliers  To be security conscious at all
Other assistant managers times and ensure storerooms,
Regional office staff safes and lockable areas are
secure.
Limits of Authority:  To assist with stocktaking on a
Disciplinary action must be ratified by regular basis.
the manager  To attend meetings and training
courses as required.
Main Duties:  To assume control of the
 To assist in the production of restaurant and use own initiative in
meals, snacks and functions, the absence of the Manager.
paying particular attention to the  To take part in catering exhibitions,
quality and presentation thereof. thus gaining further knowledge
 To ensure that all tasks and jobs and experience.
are satisfactorily completed,
assuming these duties when Irregular Duties:
necessary.  To relieve or assist in another
 To assist with lunch service. company outlet if required.
 To assist with the planning and  To report to the manager any
costing of menus. accident, theft, burglary or fire.
 To place orders with suppliers.
 To assist with the completion of all
administrative returns, salary
variations, etc.
 To issue stocks and received
goods, checking quality, quantity

K:\WP51\TRACY\JOBDESCR Page 19
 DIRECTORS TABLE/CORDON BLEU RESTAURANT MANAGER

Job Title:  To complete or ensure timeous

Directors Table/Cordon Bleu completion of all administrative
Restaurant Manager work.
 To cook food carefully to each
Place of Work: customer's taste and ensure that
An Executive dining room favourite recipes are available to
any relief manager.
Scope and General Purpose:  To present prepared food
To prepare, present and serve high attractively and tastefully.
quality food to the satisfaction of the  To serve meals and ensure that
directors and within agreed budgetary service is professional, discreet
limits. and personalised.
 To be continuously aware of and
Responsible to: respond to the needs of the
A District Manager customer.
A Company Director  To maintain a high, yet not
overpowering profile in the dining
Liaises with: room.
Directors  To ensure that hygiene standards
Other Director's Table Managers in all areas, i.e. kitchen, stores,
dining room, etc., far exceed
Limits of Authority: commonly accepted standards.
According to each establishment  To ensure maximum security of all
areas under your control, paying
Main Duties: particular attention to valuable
 To purchase quality produce assets, i.e. silverware, crystalware,
effectively, through appointed etc.
suppliers or a retail outlet, at the  To ensure that washing up is done
best possible prices. carefully and that all items are
 To check the quality of delivered returned to their correct storage
items, ensuring that deliveries place after use.
agree with orders.  To ensure that all areas are tidied
 To ensure that all commodities, i.e. up after each function so that they
fresh food, dry goods and cleaning are open for inspection at any
materials, are correctly stored. time.
 To compile menus and calculate  To ensure consistency in the
costs thereof for daily and special production of food, whether this is
requirements. served in the company dining room
 To be totally aware of each or at the home of one of the
customer's preferences of food and directors.
wine and ensure that these  To carry out stocktakes at the
preferences are adhered to. required intervals.
 To be continually aware of and  To ensure that the printed menus
maintain the highest standards of are correct and no spelling
personal hygiene and dress. mistakes occur.

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 CLUB MANAGER

Job Title: to members and their guests.

Club Manager  To ensure good housekeeping is
maintained internally and
Place of Work: externally.
Sporting or social club  To ensure that all maintenance is
carried out correctly and promptly.
Scope or General Purpose:  To order consumable and non-
To manage all sporting and catering consumable items, ensuring
facilities of the club, to the acceptable stock levels and
satisfaction of the members and effective security thereof.
within agreed budgetary limits.  To supervise the issuing of stocks
and ensure that control measures
Responsible to: are effective.
Committee  To respond to and timeously action
complaints and suggestions of
Responsible for: members.
Kitchen staff  To supervise ground staff and
Waiters ensure that grounds and sporting
Barmen areas are well maintained and in a
Cleaners good state of repair.
Groundsmen/gardeners  To ensure that parking is organised
Cashiers and disciplined.
Wine stewards  To maintain good staff relations,
Clerk ensuring fair and equitable
discipline.
Liaises with:  to investigate and action the
Club members causes of staff grievances.
Suppliers  To complete all administrative
requirements correctly and
Limits of Authority: timeously.
As set down by the committee.  To be fully conversant with
statutory requirements regarding
Main Duties: catering and club operations and
 To organise functions, meals, timeously obtain all necessary
snacks and refreshments, as licences.
required, to the standards laid  To book any bands, discos or other
down by the club. entertainment as required.
 To organise and supervise kitchen  To circulate regularly in both front
staff, waiters, barmen and and back areas of the club,
cleaners, ensuring that good value maintaining a high profile with
food is produced and served, members and staff.
achieving the correct profit margin.  To report to the committee any
 To ensure that staff are clean and aggressive or improper behaviour
correctly dressed at all times, also by members.
that they are courteous and helpful  To prepare and submit, on the

K:\WP51\TRACY\JOBDESCR Page 21
 required format, all information
required for budgeting purposes.

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 EXECUTIVE CHEF

Job Title: kitchen departments.

Executive Chef  To ensure that all areas under your
control satisfy the most stringent
Place of Work: hygiene requirements and that
A hotel staff who are ill or injured receive
the correct treatment or are not
Scope and General Purpose: allowed to work.
To provide an efficient and cost  To ensure that all staff are
effective food service to the correctly dressed to satisfy
establishment. statutory requirements as well as
enhancing the image of the
Responsible to: establishment.
General Manager  To ensure that all stocks are
ordered to the correct quantities,
Responsible for: quality and price.
All subordinate kitchen staff  To ensure that all stocks are being
kept securely and under the
Liaises with: correct conditions applicable to
All other heads of department each type of commodity stored.
 To regularly meet with the
Hours of Work: storekeeper to ensure that the
Flexible correct stocks are kept.
 To regularly hold maintenance
Limits of Authority: checks with the Maintenance
According to establishment. Manager to ensure that no
equipment breaks down.
Main Duties:  To ensure that all statutory notices
 To ensure that all menus are are posted at all relevant points
constantly updated, paying special and that such notices are
attention to seasonal availability. conspicuously placed.
 To ensure that all menus are  To ensure that attendance
calculated correctly to obtain registers are kept daily and that
maximum gross profit. any absenteeism is immediately
 To ensure that all staff are brought to the attention of the
constantly trained to effect good Personnel Department.
portion control and pleasing  To ensure that all staff under your
presentation of all dishes. control are fully informed in
 To hold daily meetings with the respect of disciplinary procedures,
Restaurant Manager to ensure that the handling of grievances, etc.
VIP's are timeously identified, and  To ensure that all documents are
any special arrangements properly sent to the appropriate accounts
communicated. department immediately for
 To hold daily meetings with the processing.
Sous-Chefs and Chefs des Parties  To constantly update your
to ensure smooth running of all knowledge and skills for the good

K:\WP51\TRACY\JOBDESCR Page 23
 of the establishment and the
profession.
 To conduct regular stock
checks/stock takes.
 To ensure that expenses are within
budgeted limits.
 To ensure that all information
which is required to compile
meaningful budgets is available at
all times.

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 HEAD CHEF

Job Title: diligently followed.

Head Chef  To ensure that maintenance
problems are promptly reported.
Place of Work:  To ensure that attendance
A hotel or restaurant registers are kept daily and that
any absenteeism is reported to
Scope and General Purpose: management without delay.
To provide an efficient and cost  To ensure that all documents are
effective food service. passed to management
immediately for processing.
Responsible for:  To ensure that all staff are dressed
All kitchen staff correctly to satisfy statutory
requirements as well as enhancing
Responsible to: the image of the establishment.
Food and Beverage Manager  To constantly update your
knowledge and skills for the good
Liaises with: of the establishment.
All other heads of department  To assist with regular stocktakes as
and when required.
Hours of Work:
Flexible

Limits of Authority:
To be agreed.

Main Duties:
 To ensure that all menus are
constantly updated, paying special
attention to seasonal availability.
 To ensure that all menus are
correctly calculated to ensure
maximum gross profit.
 To ensure that all staff are
constantly trained to effect good
portion control and pleasing
presentation of dishes.
 To ensure that sufficient stocks of
all materials are being kept and
stored under the correct
conditions.
 To liaise with management daily
regarding special requirements,
VIP's functions, etc.
 To ensure that all statutory
hygiene requirements are

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 CHEF DE PARTIE

Job Title: manner.

Chef de partie  To ensure that his section is being
kept clean and tidy at all times.
Place of Work:  To ensure that junior cooks and
A hotel or restaurant kitchen trainees receive the right training
and optimum guidance.
Scope or General Purpose:  To ensure that any anticipated
To take full responsibility for the shortages are communicated
running of a particular section of a promptly to the sous chef or head
large kitchen. chef.
 To ensure that no horseplay is
Responsible to: allowed in his section and that all
Sous Chef staff under his control are treated
fairly and with courtesy.
Responsible for:  To deputise in the sous chef's
Subordinate kitchen staff, cooks, absence and take charge of the
commis de partie, apprentices (or kitchen when directed to do so.
trainees)  To attend training courses and
seminars as and when required.
Hours of Work:  To strive to study management
Variable, usually determined by subjects in preparation for future
opening times of restaurant/dining advancement.
room.

Liaises with:
Storeman
Back of the house staff

Limits of Authority:
To be agreed

Main Duties:
 To ensure that all stocks are kept
under optimum conditions.
 To ensure that all mise-en-place is
always freshly 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
size, presented on the prescribed
serving dish in the prescribed

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 SOUS CHEF

Job Title:  To ensure that all statutory, as well

Sous Chef as company, hygiene regulations
are being strictly adhered to.
Place of Work:  To ensure that all maintenance
Kitchen of a hotel or a large problems are timeously reported
restaurant and followed up.
 To ensure that all communications
Scope and General Purpose: between restaurant and kitchen
To assist the head chef in the day to run smoothly.
day running of the kitchen.  To ensure that each cook receives
the correct orders for the
Responsible to: appropriate tables.
Head Chef (Executive Chef)  To ensure that each dish leaving
the kitchen is checked for quality,
Responsible for: quantity, presentation and correct
All subordinate kitchen staff temperature.
 To ensure that the dining room/
Liaises with: restaurant personnel are "standing
Heads of Department by" when delicate dishes are
Storekeeper served.
Linen room  To ensure that regular on-the-job
training is carried out so that
Hours of Work: subordinate staff perform their
Flexible duties correctly.
 To attend seminars and training
Limits of Authority: courses as and when directed.
To be agreed  To further your own knowledge of
management methods and
Main Duties: principles to ensure future
 To deputise in the Head Chef's advancement and further
absence. upgrading in management
 To ensure that all chefs des parties standards for the profession as a
are familiar with the day's whole.
requirements.
 To ensure that the necessary
stocks are on hand at the right
quality and quantity.
 To ensure that fair discipline is
maintained.
 To ensure that all staff are treated
fairly and with commonly accepted
courtesy.
 To ensure that timetables, leave
rosters and attendance registers
are up-to-date.

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 KITCHEN SUPERVISOR

Job Title: maintained.

Kitchen Supervisor  To ensure that all kitchen staff are
clean and correctly dressed at all
Place of Work: times.
A kitchen  To promote team spirit and lead by
example.
Scope and General Purpose:  To assist with or present regular
To control and supervise the running training or coaching sessions, so
of the kitchen, ensuring that the that staff perform their duties
preparation and presentation of food correctly.
complies with the required standards.  To report any faults or defects to
management, paying particular
Responsible to: attention to any safety or health
Catering Manager hazard.

Responsible for: Irregular Duties:

Subordinate catering staff  To deputise for management in
their absence.
Liaises with:
Restaurant staff

Limits of Authority:
According to each establishment

Main Duties:
 To ensure that all meals, snacks
and functions are correctly
prepared, cooked and served.
 To ensure that foodstuffs are used
correctly so that wastage is kept to
a minimum, and staff are trained
to effect good portion control.
 To re-arrange duties and rosters as
necessary to ensure that all tasks
are correctly and timeously
completed.
 To ensure that the preparation of
food is hygienic and that a "clean
as you go" discipline is adhered to.
 To ensure that food in the bains-
marie looks attractive at all times,
re-garnishing where necessary or
replenishing.
 To ensure that company and
statutory hygiene standards are

K:\WP51\TRACY\JOBDESCR Page 28
 HEAD RECEPTIONIST

Job Title: particular attention to charge-out

Head Receptionist details and credit rules.
 To liaise with reservations and pre-
Place of Work: allocate rooms, bearing in mind the
A hotel preferences of regular and VIP
guests.
Scope and General Purpose:  To ensure co-operation and
To supervise and control the helpfulness with all front office and
reception, registration and room housekeeping departments.
allocation of all guests.  To ensure that the guest list
register is updated regularly during
Responsible to: the day and that copies are sent to
Front Office or Front of House the appropriate departments, i.e.
Manager Hall Porter, Cashier, Telephone
Room and Housekeeping.
Responsible for:  To liaise closely with the
Receptionist housekeeping department on
check outs, moves, etc.
Liaises with:  To arrange alternative suitable
Housekeeper accommodation, for a confirmed or
Front Office Departments regular guest, if the hotel is fully
occupied.
Limits of Authority:  To ensure maximum room
To be agreed occupancy in line with agreed
policy on overbookings.
Main Duties:  To hold regular performance
 To supervise and control all appraisals with all reception staff,
reception staff. identifying areas for development
 To organise duty rosters, ensuring and training needs.
that there are sufficient staff to  To carry out regular on-the-job
cover all duties, particularly during training with all reception staff to
peak period business and to ensure that they perform their
arrange a stand-by in case of duties correctly to company
illness or absenteeism. standards and that the training
 To be available during check-in needs identified in the
periods to deal with any problems performance appraisals are
or complaints. actioned.
 To ensure that reception staff are  To report any faults or defects to
dressed in the correct uniform and the maintenance department.
that their appearance enhances  To be totally security conscious at
the image of the hotel. all times and ensure that effective
 To ensure that guests are greeted procedures are in operation for
"with a smile" and that all bomb scares, etc.
registration formalities are
correctly completed, paying

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 NIGHT AUDITOR

Job Title: and complete audit package to

Night Auditor laid-down standards.
 To correct any errors or omissions
Place of Work: made by cashiers.
A hotel  To prepare Credit Card/Charge
Card summaries and post to ledger
Scope and General Purpose: account.
To audit, balance and consolidate  To maintain a high standard of
departmental ledger accounts, personal hygiene and appearance.
prepare various hotel operating  To hold regular training and
reports and take over duties of Front coaching sessions ensuring that
Office Cashier. staff are performing their duties
correctly.
Responsible to:
Night Manager
Front of House Manager
Accountant

Responsible for:
Audit Clerks
Cashiers

Liaises with:
Restaurant Cashiers
Reception
Security

Limits of Authority:
To be agreed

Main Duties:
 To post all daily room and
outstanding charges.
 To balance all revenue totals of
cash and credits against revenue
report.
 To take over from the evening
cashier, checking and accepting
float and takings.
 To accept revenue and floats from
restaurant cashiers, ensuring that
these are securely locked away.
 To accept and lock away keys from
various departments.
 To prepare hotel operating reports

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 FOOD & BEVERAGE CONTROLLER

Job Title: amounts on audit rolls.

Food and Beverage Controller  To ensure a continuous audit and
accumulation of data for the
Place of Work: production of daily reports.
A hotel  To ensure that official orders have
been issued for all purchases and
Scope and General Purpose: goods received.
To provide an effective system of  To ensure that stock records
control which protects the financial systems are accurate and up-to-
structure of the undertaking through date.
the methodical, systematic checking  To audit requisitions and issues of
of day-to-day business transactions all outlets and highlight any
and at the same time provide a inaccuracies.
source of information to  To ensure that all receivable costs
management. for both kitchen and bards are
processed speedily and held ready
Responsible to: for rapid percentage computation.
Hotel Accountant  To ensure that all computer input
is effected daily.
Responsible for:  To ensure regular assets
Clerks stocktakes are carried out.
Goods Receiving Manager  To assist with the checking of
overhead costs to ensure that all
Liaises with: departments are aware of costs,
Food and Beverage Manager particularly when there have been
Storekeeper deviations from the acceptable
Head Chef norm.
 To provide closing stock figures
Limits of Authority: and physically assist with
According to establishment stocktaking at stipulated intervals.
 To submit reports and identify
Main Duties: possible reasons when results
 To ensure that every cheque differ from anticipated targets.
handed in to a supply department  To compile revenue reports
is accounted for in cash-paid bills showing when controls are
or debited to the customers effective or highlighting
account. discrepancies and recommend
 To ensure accurate bill summaries, appropriate corrective action.
in that cash bills total and credit  To compile control reports for bars
bills prove to debits on customers and kitchens showing percentage
accounts. profits.
 To ensure that each bill has been  To compile consumption reports of
correctly analysed. metered fuels, showing units
 To ensure cash returns from each consumed and variances.
department tally with cash  To compile stock check reports,

K:\WP51\TRACY\JOBDESCR Page 31
 with a breakdown of items checked
and give comments where
variances occur.
 To compile a summary of labour
cost standards.
 To ensure that all information is
passed freely to Heads of
Department so they can take
appropriate action in the event of
adverse results.
 To ensure a smooth working
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 feasibility studies as
required.
 To carry out regular
training/coaching sessions to
ensure that staff are performing
their duties correctly.
 To carry out regular performance
appraisals, identifying areas for
development and training needs
and ensuring that this training is
effected.

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 BOTTLE STORE MANAGER

Job Title: and taking advantage of trends,

Bottle Store Manager special promotions, etc.
 To ensure that merchandising
Place of Work: throughout the store is effective,
A bottle store eye catching and that signage is
big, bold and attractive.
Scope and General Purpose:  To ensure that staff are correctly
To maximise profits by ensuring that and smartly dressed at all times.
correct stock levels are maintained,  To practise and be seen to be
for peak and slack periods, which practising good customer relations
allows for a fast turnaround of items, skills.
without running out of stock, thus  To ensure that staff are aware of
achieving budgeted targets and and practise good customer
customer satisfaction. relations skills.
 To ensure that your product
Responsible to: knowledge is up-to-date and carry
An area/regional manager/head office out regular training/coaching
sessions thus ensuring that staff
Responsible for: also know the product and can
Cashiers therefore offer the best possible
Clerks service to customers.
Packers  To ensure that each staff member
Labourers has a meaningful job description
and knows what is expected of
Liaises with: him/her.
Other bottle store managers  To ensure that hygiene standards,
Suppliers both inside and outside the store,
comply with company and
Limits of Authority: statutory regulations, e.g.:
As per company policy - Parking area
- Pavements
Main Duties: - Windows
 To purchase within agreed - Signs and canopies
minimum/ maximum levels, stocks - Trolleys and baskets
for a three-week period, at the best - Check-Out areas
possible prices. - Walls and floors, in the shop,
 To ensure that stocks are stored offices and storerooms
and rotated correctly. - Fridges
 To ensure that perishable items, - Displays
such as draught beer are stored at - Toilets.
the stipulated temperatures and  To ensure that the regulations
that these items are not relating to the issuing of a liquor
overstocked. licence are strictly adhered to and
 To maximise business that the renewal of the licence is
opportunities, through monitoring timeously applied for.

K:\WP51\TRACY\JOBDESCR Page 33
 To ensure that no liquor is sold to procedures are in operation in the
anyone under the age of 18 and event of shoplifting, fire or a bomb
outside trading hours. scare.
 To ensure that all statutory returns  To hold regular staff meetings and
are completed correctly and ensure effective two-way
submitted timeously, paying communication at all times.
particular attention to the  To ensure that staff records are up-
requirements of the Liquor Act of to-date and kept in accordance
1977. with company/statutory
 To ensure that the invoice book is regulations.
up to date and contains the  To compile duty and leave rosters
required signatures. to ensure correct manning levels
 To ensure that all company are maintained of permanent and
bookwork is completed correctly casual staff during peak and slack
and submitted timeously. periods.
 To ensure that the price list is up-  To be fully conversant with and
to-date AT ALL TIMES and that practise good industrial relations
items are correctly priced. policies, ensuring fair and
 To ensure that cashing-up equitable discipline.
procedures are strictly adhered to.  To investigate the causes of staff
 To ensure that attendance grievances and take the
registers are completed daily in appropriate action.
accordance with statutory  To ensure that relevant legislation
procedures. is posted up in a conspicuous place
 To ensure that returns are and readily available to all staff.
correctly accounted for and stored  To ensure that trading hours,
under strict security conditions. emergency telephone numbers
 To ensure maximum security of all and the licensee board are clearly
areas under your control. displayed on the front door.
 To ensure that deliveries are  To ensure that all delivery vehicles
organised in such a manner that clearly display the name, address
customer service is not and telephone number of the
interrupted, stocks unloaded and establishment.
stored as quickly as possible.  To analyze financial results,
 To ensure that the collection of compare them against budget,
empties and delivery of goods is highlight problem areas and take
STRICTLY supervised to minimise appropriate remedial action.
loss and pilferage.  To prepare, on the required format,
 To regularly check all refrigeration all information necessary for
equipment and ensure budgetary purposes.
preventative maintenance is
effected.
 To ensure that trolleys are
collected from the parking area
and surrounds.
 To ensure that party hire items are
issued correctly, returns checked
thoroughly and glasses washed
immediately.
 To ensure that effective

K:\WP51\TRACY\JOBDESCR Page 34
 WAITER

Job Title:  To ensure that flowers and table

Waiter decorations are fresh and comply
with agreed standards.
Scope and General Purpose:  To set tables to laid-down
To prepare dining room, including all standards, ensuring that all items
necessary mise-en-place for service; used are clean, undamaged and in
serve customers in a professional, a good state of repair.
efficient and courteous manner.  To ensure sideboards on stations
are adequately stocked with
Place of Work: replacement cutlery, linen or other
A Restaurant/Dining Room established needs, be they food or
equipment.
Responsible to:  To prepare salads, sandwiches,
Restaurant Manager cheese boards and coffee to laid-
Catering Manager down standards, when this is an
agreed duty of the establishment.
Responsible for:  To take orders from customers and
Commis Waiters ensure these are given to the
Dining Room Assistants appropriate person to execute.
Busboys  To be totally familiar with the
composition of all menu items.
Liaises with:  To serve food and beverages in
All kitchen staff accordance with laid-down
standards, but above all in a
Limits of Authority: professional, courteous manner.
Disciplinary action to be sanctioned  To clean tables and ensure they
by Senior Managers are cleaned as soon as it is
apparent that customers have
Hours of Work: finished their food or drink with an
According to establishment acceptable balance between
speed, yet allowing customers to
Main Duties: finish their meal without feeling
 To clean agreed designated areas, rushed.
in accordance with laid-down  To ensure that customers are
procedures, morning/evening correctly charged, present the bill
routines and hygiene and take payment from the
requirements. customer, in accordance with the
 To change table linen as required procedures of the establishment.
and ensure dirty or damaged linen  At all times to be aware of and
is counted and exchanged for practise good customer relations,
clean, usable items. assisting the guest in any way
 To clean and refill cruet and which does not adversely affect
condiment sets, order branded other customers.
sauces and chutneys to ensure  To attend to customer complaints
consistent supply. satisfactorily.

K:\WP51\TRACY\JOBDESCR Page 35
 To report any suspicious packages
or parcels to management without
delay.
 To take part in any fire or
evacuation drills and ensure
complete familiarisation with all
exits, including those normally
used by customers, as well as fire
escapes.
 To carry out on-the-job training to
ensure subordinate staff can carry
out their duties effectively.
 To be continually aware of, and
maintain, the highest standards of
personal hygiene and dress.
 To ensure that any subordinate
staff adhere to, and maintain, the
highest possible standards of
personal hygiene and dress.
 To attend meetings and training
courses as required.
 To take part in fire drills and
evacuation drills at required
intervals.

K:\WP51\TRACY\JOBDESCR Page 36
 HOTEL BUTCHER

Job Title: down by the establishment.

Hotel Butcher  To ensure that red meat is hung
under optimum conditions.
Place of Work:  To ensure that brines and
Butchery in the hotel marinades are changed regularly.
 To issue meat to the various
Scope and General Purpose: kitchens as required, against a
To requisition according to requisition docket only.
requirements, within agreed stock  To ensure that hygiene standards
level parameters, all meat and meat comply with company and
products required by the statutory regulations.
establishment and ensure their  To always be aware of and take
correct and cost effective use. precautions against possible
spoilage.
Responsible to:  To check equipment regularly and
Head Chef ensure preventative maintenance
is effected.
Responsible for:  To regularly check for other
Assistants maintenance requirements and
Apprentice report these to the maintenance
Porters department.
 To ensure regular stocktakes are
Liaises with: conducted.
Sous Chef  To ensure optimum security
Maintenance Department arrangements are in operation at
Buying Department all times.

Limits of Authority:
To be agreed

Main Duties:
 To check meat stocks in
refrigerators and freezers in terms
of availability and condition.
 To ascertain daily requirements for
the order period.
 To requisition new stocks when
necessary.
 To ensure correct stock rotation,
first in first out, at all times and
make recommendations to the
Head Chef when meat cuts need
using up.
 To cut, trim and portion to the
requirements and standards laid

K:\WP51\TRACY\JOBDESCR Page 37
 BUYER

Job Title: their operating standards.

Buyer  To listen carefully to the sales
person to glean as much
Place of Work: information as possible,
Regional/area office/central office particularly with regard to new
products.
Scope and General Purpose:  To negotiate the terms of the
To appoint the best supplier, after agreement fairly, bearing in mind
having thoroughly researched and the price, quality and continuity of
investigated all factors in terms of supply.
quality, quantity, price, time and  To negotiate realistic discounts in
continuity, as well as providing an terms of the above agreements.
effective back-up service to deal with  To maintain good interpersonal
supplier problems. relations with suppliers, thus
gaining the best possible service
Responsible to: from them to the extent where
Regional Manager they do a lot of the work for you.
General Manager  To ensure that dealings are made
with a senior person in the
Responsible to: organisation, i.e. one who has the
Secretary ability to make decisions.
 To ensure that the correct numbers
Liaises with: of suppliers are appointed, in that,
Line Managers, District, Area or Hotel though streamlined, sufficient
Managers options are open, whilst keeping
Operations Managers the number of authorised items in
Accounts Department check.
 To ascertain the value of new
Limits of Authority: products through quality testing
To be agreed and field trials.
 To maintain up-to-date records of
Main Duties: all suppliers, their products and
 To be fully conversant with current price lists.
market prices of all items required  To keep an index of all supplies
by the hotel or catering handled, with appropriate
department. comments.
 To select suppliers with great care  To continuously review
by researching their background, commodities and suppliers to
establishing their credentials and ensure that the best possible
their standing in the industry agreements are in operation.
regarding their ability to match  To investigate supplier problems,
price and maintain deliveries. take the appropriate action and
 To visit suppliers premises so that follow up to ensure no similar
the quality of their products can be problems are experienced.
verified, also gaining visual proof of  To investigate and action account

K:\WP51\TRACY\JOBDESCR Page 38
 queries promptly, when these are
the result of price variances.
 To review and update company
buying policies and procedures.

K:\WP51\TRACY\JOBDESCR Page 39
 NIGHT MANAGER

Job Title: newspaper orders.

Night Manager  To ensure that Room Service
orders are prepared to the required
Place of Work: standards and served promptly,
A hotel professionally and courteously.
 To ensure that the night cleaning
Scope and General Purpose: staff are carrying out the duties
To assume full control of all areas of allocated to them.
the hotel from 23:00 to 07:00,  To re-arrange rosters and duties in
ensuring the comfort and well being the event of illness or
of the guest, in accordance with absenteeism.
agreed performance standards.  To ensure strict security measures
are in operation and no
Responsible to: unauthorised person has access to
General Manager/Front of House any part of the hotel.
Manager  To ensure that no unruly or rowdy
behaviour persists and to take the
Responsible for: appropriate measures in the event
Cooks of unreasonableness by any guest
Reception and Front Office Staff or staff members.
Chambermaids  To ensure that all restaurants and
Cleaners banqueting areas are properly
Security secured after the close of business.
Room Service  To ensure that all cash and floats
Porters are securely locked away.
 To ensure that all keys are
Liaises with: securely locked away.
Other management on night duty  To ensure that the night maid is
performing her required duties.
Limits of Authority:  To ensure that kitchens which have
According to establishment been closed down for the night
have been checked, and that no
Main Duties: equipment is left on, particularly
 To be readily available at all times deep fryers.
to deal with a problem or a  To maintain the highest standards
complaint. of personal appearance and
 To ensure that late arrivals are hygiene, as well as ensuring that
checked in correctly, allocated a night staff are correctly and
room and their luggage sent to smartly dressed.
their room without delay.  To ensure that staff are working
 To ensure that late arrivals are and performing their duties
aware of facilities available at correctly and not "sleeping on the
night. job".
 To ensure that the guest is  To check all public areas, including
reminded about breakfast and cloakrooms, to ensure they have

K:\WP51\TRACY\JOBDESCR Page 40
 been cleaned and serviced
correctly.
 To ensure that early deliveries, i.e.
milk and bread, are received
correctly, checked and stored.
 To ensure that breakfast
preparations are on time and that
orders for early breakfasts have
been effected.
 To ensure that notice boards have
been updated for the coming day's
business.
 To complete a night report
detailing complaints, emergencies,
incidents, maintenance or security
needs, as well as a summary of
action taken.

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 BANQUETING CO-ORDINATOR

Job Title: required.

Banqueting Co-ordinator  To confirm the availability of the
facilities required.
Place of Work:  To monitor and control provisional
A hotel or club and confirmed function bookings
and ensure that no double
Scope and General Purpose: bookings occur.
To liaise with all clients, ascertaining  To confirm all details in writing to
their requirements and co-ordinating the guest.
these needs to ensure the successful  To up-date status board and advise
execution of the function. all departments once confirmation
of the function is received,
Responsible to: normally under the banqueting
Banqueting Manager manager's signature.
 To assist the banqueting manager
Responsible for: during the function.
No one - unless this is a dual function  To be constantly aware of new
of co-ordinator and assistant manager business opportunities and action
these.
Liaises with:  To be available to conference
Back of the house staff organisers at all times during a
Housekeeper conference.
Head Chef  To ensure the cleanliness of all
conference and function rooms.
Limits of Authority:  To ensure that all necessary
To be agreed stationery requirements are in
place.
Main Duties:  To ensure that all the equipment
 To discuss the function with a requested is in position and in
client, ascertaining and noting his working order, particularly audio
exact needs. and sound systems.
 To show the client the various  To ensure that water jugs, glasses
facilities available, advising and and refreshments are replenished
discussing the merits of the various at regular intervals.
options.  To ensure that ashtrays are
 To advise and discuss the choice of changed during each break.
menus.  To ensure that the requested
 To advise and discuss alcoholic and refreshments are served
non-alcoholic beverage timeously.
requirements.
 To advise and discuss table plans.
 To ascertain what entertainment, if
any, is required.
 To ascertain what table
appointments, e.g. flowers, are

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 FAST FOOD MANAGER

Job Title:  To ensure that orders are placed

Fast Food Manager with suppliers, complying with the
minimum/maximum stock levels
Place of Work: and that no variance above or
Fast Food Restaurant (and take-away) below these levels takes place.
 To ensure that all stocks are
Scope and General Purpose: rotated and stored under the
To supervise and control the correct conditions.
operation of sit down and take-away  To ensure that all equipment is
catering outlets, strictly adhering to checked regularly to avoid
the prescribed standards of breakdowns, particularly
preparation and presentation, refrigeration units and cooking
ensuring a fast turnaround of equipment.
clientele.  To maintain good relations with the
health department and ensure that
Responsible to: all areas are scrupulously clean,
An Area or Regional Manager particularly highly visible areas.
 To ensure that staff maintain a
Responsible for: crisp, clean appearance and are
Cooks always correctly dressed.
Waiters  To make regular inspections to
Cleaners ensure that decor, furnishing and
Cashiers maintenance requirements are
actioned.
Liaises with:  To be fully conversant with
Suppliers computerised tills, both in their
Other Managers within the group operation and analysis of the
Customers information available.
 To utilise this information to ensure
Main Duties: that profit margins are maintained
 To ensure that food items are and problem areas highlighted.
prepared and presented strictly in  To take the necessary action in the
accordance with the standards laid event of a product not producing
down by the company. the required profit.
 To ensure that orders are taken,  To ensure that all Store/Regional/
prepared and served promptly, National promotions are
with a minimum of waiting. undertaken to agreed standards.
 To ensure that customers are billed  To ensure that sufficient promotion
correctly and promptly. material and food stocks for such
 To practise and be seen to be promotions are available.
practising good customer relations  To timeously complete all company
skills. administrative and bookkeeping
 To ensure that all staff are fully requirements.
trained in and applying good  To ensure that cashing-up
customer relations skills. procedures are strictly adhered to

K:\WP51\TRACY\JOBDESCR Page 43
 and all monies banked in
accordance with agreed
procedures.
 To ensure that staff records are up-
to-date and kept in accordance
with company/statutory
regulations.
 To compile duty and leave rosters
to ensure correct manning levels
are maintained of permanent and
casual staff during peak and slack
periods.
 To be fully conversant with and
comply with all company/statutory
procedures for a catering
operation.
 To ensure effective procedures are
in operation, have been practised,
and are fully understood, in the
event of a fire or a bomb scare.
 To carry out regular training and
coaching sessions so that staff can
perform their duties effectively.
 To be fully conversant with and
practise good industrial relations
procedures, ensuring fair and
equitable discipline.
 To ensure that the causes of staff
grievances are investigated and
actioned.
 To take the necessary action and
complete relevant documentation
in the event of fire, theft or
burglary.
 To ensure maximum security of 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
format, all information necessary
for budgetary purposes.

K:\WP51\TRACY\JOBDESCR Page 44
 ROOM SERVICE MANAGER

Job Title:  To prepare duty rosters and ensure

Room Service Manager that correct manning levels are
maintained and work is evenly
Place of Work: distributed.
A hotel  To ensure that staff are clean,
correctly and smartly dressed at all
Scope and General Purpose: times.
To supervise and control all room  To be totally familiar with daily
service areas, ensuring that service is functions and ensure that all
prompt, professional and courteous, necessary arrangements are
to the standards laid down by the made:
company and within agreed - Normal furniture removed when
budgetary limits. necessary.
- Special cleaning arrangements.
Responsible to: - All necessary equipment in
General Manager position, i.e. tables, chairs,
Food and Beverage Manager portable bains-marie, hot plates,
etc.
Responsible for: - Correct table setting and
Head Waiters appointments.
Waiters  To ensure that only well-trained
and experienced staff are on duty
Liaises with: at functions.
Housekeeper  To ensure that all used equipment
Front Office Manager is returned to its correct storage
Maintenance Manager place, once the function is over.
Security Manager  To ensure that trays and trolleys
Head Chef are removed from corridors, etc.
 To ensure that all floor service
Main Duties: kitchens and the equipment
 To ensure that the budgeted profit therein are properly cleaned and
of the department is maintained, that hygiene standards comply
analyze financial results and take with statutory and company
the appropriate action in areas of standards.
poor performance.  To ensure that any faults or
 To ensure that orders are taken defects are reported to the
correctly, courteously and actioned Maintenance Manager and
without delay. actioned promptly.
 To ensure that trays and trolleys  To ensure maximum security of all
are correctly and attractively laid areas under your control, paying
up. particular attention to valuable
 To ensure sufficient mise-en-place assets, e.g. silverware.
to facilitate fast expedition of  To ensure that the service of all
orders, particularly during peak meals, snacks and beverages is
periods. impeccable and in keeping with the

K:\WP51\TRACY\JOBDESCR Page 45
 required standards of the conscious and report any strangers
establishment. to security immediately
 To ensure that cash or a signed bill (prostitution, etc).
is received for each order  To administer tronc in a fair and
despatched. equitable manner.
 To ensure that cashing-up  To hold regular performance
procedures are strictly adhered to. appraisals, identify areas for
 To ensure that all administrative development and training, and
procedures, including salary ensure that this training is carried
variations, are completed correctly out.
and submitted timeously.  To prepare, on the required format,
 To ensure that attendance all information necessary for
registers are completed daily and budgeting purposes.
in accordance with statutory
requirements.
 To ensure that all stocks and
supplies are timeously requested,
correct stock levels maintained
and stock stored under optimum
conditions.
 To ensure regular stocktaking of all
commodities and operating
equipment at specified intervals.
 To ensure that operating
equipment is used properly and
not abused.
 To be aware of all statutory
regulations affecting safety and
ensure that any safety hazard is
rectified.
 To ensure fair and equitable
discipline is effected.
 To investigate and action the
causes of staff grievances.
 To ensure effective
communications by attending
meetings as required and holding
regular departmental meetings to
impart information.
 To hold regular on-the-job training
and coaching sessions to ensure
that staff can perform their duties
correctly.
 To ensure that VIP's are timeously
identified and that their presence
is known to all staff.
 To maintain a daily report of
events and complaints, also noting
what action was taken.
 To ensure that all staff are security

K:\WP51\TRACY\JOBDESCR Page 46
K:\WP51\TRACY\JOBDESCR Page 47
 STOREKEEPER

Job Title: permission for ordering any items

Storekeeper which are only available through
an alternate source.
Place of Work:  To ensure that goods received are
Restaurant or hotel of the quality and quantity ordered
and in accordance with the agreed
Hours of Work: price.
To be agreed, normally 06:00 - 15:00  To ensure the timeous and correct
or 07:00 to 16:00 completion of all administration in
respect of deliveries.
Scope and General Purpose:  To complete all documentation and
To ensure that optimum stock levels take the necessary action in cases
are maintained, that all goods, of non-delivery, substandard
perishable and non-perishable are deliveries or over pricing.
stored under ideal conditions and that  To ensure that all items are stored
maximum security applies at all correctly, in terms of temperature,
times, particularly when receiving or humidity and shelf life and that no
issuing goods. food items are stored on the floor.
 To ensure correct stock rotation
Responsible to: and that issues are effected on a
Food and Beverage Manager first in, first out basis.
Catering Manager  To ensure that all issues are made
against requisitions and that no
Responsible for: items leave the storeroom without
Clerk the appropriate documentation or
Stores Assistant signature.
 To ensure maximum security of all
Limits of Authority: storeroom areas, that no
Order up to R_____ may be placed, unauthorised person enters the
thereafter permission must be stores or is issued with a key
obtained. allowing access.
 To inform management and follow
Liaises with: agreed procedures in the case of
Suppliers, drivers and catering staff spoilage or damage of any item.
 To take stock at prescribed
Main Duties: intervals and ensure that all
 To order goods and supplies to necessary administration is
ensure that maximum/minimum completed without delay.
stock levels are maintained.  To attend meetings or training
 To liaise with senior managers on courses as required.
the ordering of goods which fall
outside the agreed financial
parameters.
 To order all items through
approved suppliers only, obtaining

K:\WP51\TRACY\JOBDESCR Page 48
 RECEPTIONIST

Job Title:
Receptionist

Place of Work:
A hotel

Scope and General Purpose:

To greet guests and allocate rooms
according to laid-down procedures

Responsible to:
Head Receptionist

Responsible for:
No-one

Limits of Authority:
According to each establishment

Main Duties:
 To greet the customer and identify
his specific reservation.
 To register the guest, ensuring that
the necessary details are obtained,
i.e. name in full, address, whether
company or private booking,
special rate, allowances, VIP,
charge details, nationality,
passport number, etc.
 To allocate room according to
reservations list, ensuring that this
is what the guest has booked, both
in terms of the room itself and the
rate to be paid.
 To issue the key card.
 To liaise or alert hall porter so that
the guest's luggage is taken to his
room and the key issued.
 To update occupancy list, giving
copies to hall porter and
telephonist.
 To ensure that all departments,
particularly restaurants, are
notified of the tariff entitlements.
 To complete office bulletin book.

K:\WP51\TRACY\JOBDESCR Page 49
 BOOKKEEPER/CLERK

Job Title: for the receipt and issuing of

Bookkeeper/Clerk commodities is accurately
completed.
Place of Work:  To inform management of any
A catering unit shortages, surpluses or
irregularities in connection with the
Hours of Work: above item and ensure that
As agreed queries are handled immediately.
 To assist with stocktaking at
Scope & General Purpose: prescribed intervals.
To assist management with the day-  To extend and process stocktaking
to-day compilation and completion of figures accurately and timeously.
all financial and statistical returns  To ensure that cash and relevant
required by the company. vouchers are securely and
systematically kept.
Responsible to:  To ensure that control systems are
Catering Manager operating effectively within agreed
parameters.
Responsible for:  To ensure that all administration is
Trainee Bookkeeper/Clerk handled efficiently, systematically
and filed or sent to the appropriate
Liaises with: department without delay.
Suppliers, kitchen staff and control  To leave all desks and office in a
departments. clean and neat manner when going
off-duty.
Limits of Authority:  To ensure that all lockable areas
Petty cash payments up to an agreed are secure before leaving the
amount. premises.
 To bank all monies in accordance
Main Duties: with laid-down procedures.
 To accurately complete the daily,  To ensure that all documentation is
weekly and monthly returns, kept securely against fire, theft
submitting these timeously on the and industrial espionage.
prescribed format in accordance  To carry out on-the-job training at
with company standards. prescribed intervals.
 To reconcile and balance cash,  To attend meetings and training
floats and dockets ensuring that courses as required.
these tally with daily income and  To take part in fire drills and
expenditure. evacuation drills at required
 To notify management intervals.
immediately of any variances in
the above.
 To make payments from petty
cash against vouchers or invoices.
 To ensure that all documentation

K:\WP51\TRACY\JOBDESCR Page 50
 GENERAL ASSISTANT - GRADE 1

Job Title: away from the employer's

General Assistant - Grade 1 premises, including places of
entertainment.
Place of Work:  To control and check items of
A kitchen equipment, including crockery,
glassware, linen and other pantry
Scope and General Purpose: requirements.
To assist with the cleaning,  To prepare diningroom mise-en-
preparation, service, ordering and place, including the filling of cruet
control of food, cooked or uncooked, and condiment sets, butter and
and ancillary items to agreed jam containers.
standards.  To set tables in accordance with
requirements.
Responsible to:  To relay orders as necessary.
Head Cook/Chef  To set up trays as required,
ensuring that all prescribed
Responsible for: crockery, cutlery is in place.
No-one  To make sandwiches and salads in
accordance with prescribed
Liaises with: recipes.
All kitchen staff  To undertake relief duties of waiter
or wine steward.
Limits of Authority:  To operate tea, coffee and soft
Not applicable drink machines.
 To ensure that all tasks are
Main Duties: completed in accordance with
 To prepare meals or foodstuffs, as statutory and company hygiene
instructed, by and under the requirements.
supervision of a cook.  To conform to statutory and
 To make breads and confectionary company personal hygiene
items in accordance with requirements.
instructions from and under the  To report any suspicious parcel,
supervision of a baker, package or behaviour to
confectionary or cook. management.
 To prepare staff meals in  To take part in any fire or
accordance with instructions from evacuation drills at prescribed
and under the supervision of a intervals.
cook.
 To pack and wrap items for re-sale
or deliver to another outlet.
 To assist with stocktaking as
required.
 To collect and deliver orders as
required.
 To serve and sell refreshments

K:\WP51\TRACY\JOBDESCR Page 51
 GENERAL ASSISTANT - GRADE 2

Job Title: required.

General Assistant - Grade 2  To make tea, coffee, cocoa or
similar beverages to required
Place of Work: standards.
A kitchen  To measure, decant, pack and seal
foodstuffs, using prescribed or laid-
Hours of Work: down measures.
As agreed  To move, stack, carry, load or
unload utensils, tools, equipment,
Scope and General Purpose: foodstuffs and other articles.
To assist with the cleaning,  To tend fires or boilers, removing
preparation and packaging of ash and debris when necessary.
foodstuffs. To clean premises,  To operate, by switching on or off,
equipment, linen and clothing, as standard kitchen equipment for
required to agreed standards. peeling, cutting, mixing, cleaning,
polishing or rubber stamping.
Responsible to:  To deliver messages or orders on
Cooks foot or with a non-mechanical
mode of transport.
Responsible for:
No-one Other duties, mainly irregular
and definitely to be agreed:
Limits of Authority:  Gardening
Not applicable  Guarding premises or property by
day.
Main Duties:  Washing or ironing of uniforms,
 To clean designated areas, linen and protective clothing.
complying with statutory and  To operate a washing machine.
company hygiene requirements,  To run errands.
including floors, counters, shelves,
fixtures and fittings and walls up to
1,8 m.
 To clean all equipment, not only
complying with statutory and
company hygiene requirements,
but also with all safety standards.
 To sharpen knives and place in
correct storage areas.
 To clean, cut or prepare raw meat,
fish or poultry for cooking.
 To peel, clean and cut up fruit or
vegetables.
 To cut bread and make toast to
required standards.
 To fill and boil water in urns as

K:\WP51\TRACY\JOBDESCR Page 52
 GUEST SERVICES MANAGER

Job Title: stay.

Guest Services Manager  Complete Guest Questionnaires
with departing guests.
Place of Work:  Assist departing guests with
forward bookings.
 Print special arrivals list in morning
Scope or General Purpose: and together with GM review
arriving guests, identifying
Frequent Guests and VIP's and
Responsible to: Return Guests.
 Complete VIP and Return Guest
form.
Responsible for:  Complete Return Guest gift list.
 Complete Frequent Guest list.
 Allocate rooms to VIP and Return
Liaises with: Guest and ensure welcome letters,
welcome back letters and gifts are
place in room.
Limits of Authority:  Check allocated rooms for
cleanliness and that guest supplies
are in room.
Main Duties:  Spend time on desk ensuring
 Responsible for training Guest Guest Service Attendants are
Services Attendants in every following procedures, train and
aspect of their job: guide where necessary.
- Answering calls  Make presence felt in Restaurant
- Greeting guests and Bars and Banqueting during
- Hold mail procedure lunch and assist where needed.
- Knowledge of services provided  Ensure once a week the "Meet the
by the hotel Management Cocktail Party" takes
- Knowledge of all aspects place by sending invitations to
reflected on Guest Services regular guests.
Directory e.g. shopping, doctor,  In early evening/later afternoon,
etc. prepare punch in summer, sherry
- CLS system in winter for incoming guests.
- Message procedure  Meet incoming guests, offer punch
- Asking/communicating with or sherry and ensure that they all
guest as to achieve rapport and feel welcome.
create ambience
- Knowledge of company Mission, .Responsible for "Hospitality
Vision and Values Promise"
- Recommend other hotels in .Customer service delivery and
group, etc. recovery (actively elicit
 In the morning talk to departing customer complaints, customer
guests, ensure they enjoyed their suggestion box, action and give

K:\WP51\TRACY\JOBDESCR Page 53
 feedback to customers)
.Conduct face-to-face customer
surveys
.Monitor employee morale &
motivation levels of front-of-
house staff (liaise with HR and
FOM/RDM?)

K:\WP51\TRACY\JOBDESCR Page 54
 HEAD PORTER
Tasks Skills Standard
 Meet/greet guests  Good oral communication Initiative 2.5
 Call taxis  Aware of geographic facilities
 Store bags  Aware of local attractions
 Open room doors  Aware of company policy and procedure
 Clean working area  Literate
 Trollies available  Emergency procedures
 Give directions  Task delegation
 Rosters  People co-ordination
 Security  Functioning of hotel facilities
 Luggage requests  Maintain movement of baggage facilities
 Control standards of porters
 Maintain baggage tags
 Arrange transport to airport
 Allocation of work stations
 Fond farewell
 Control of undesirables
 Liaise with
 Report on maintenance
 Special guests
 Co-ordination of department meetings
Perseverance 3
Assertiveness 3
Analytical ability 2.5
Judgement 2.5
Decisiveness 2.5
Communication 2.5
Task structuring 2.5
Presentation skills 1

K:\WP51\TRACY\JOBDESCR
 Flexibility 2.5
Planning/organising/ 2
control
Team building orientation 2.3
Negotiating skills 2
Customer focus/service 2.5

K:\WP51\TRACY\JOBDESCR
 DOORMAN
Tasks Skills Standard
 Meet/greet guests  General knowledge of locations and Initiative 2.5
 Open doors major routes
 Clean working area/neat & tidy  Good verbal communication skills
 Give directions  Hotel emergency procedures
 Call porters  Complete knowledge of hotel layout and
 Monitor car park facilities
 Keep entrance to hotel clear  Awareness of specialist
 Hail taxi to front door facilities/services for disabled people
 Control parking  Safety policy procedures
 Fond farewell  Aware of airport shuttle times
 control of undesirables
 Liaise with
 Report on maintenance
 Check of international flags
 Maintain standard of front of house
Perseverance 2.5
Assertiveness 2
Analytical ability 2.5
Judgement 2.5
Decisiveness 2.5
Communication 2
Task structuring 2
Presentation skills 1
Flexibility 2
Planning/organising/ 2
control
Team building orientation 2

K:\WP51\TRACY\JOBDESCR
 Negotiating skills 2
Customer focus/service 2

K:\WP51\TRACY\JOBDESCR
 SWITCHBOARD OPERATOR
Tasks Skills Standard
 Maintain and update  Familiarise with emergency procedure Analytical ability 2
regional/international directories  Ability to operate communication
 Test/report faulty lines/equipment equipment
 Maintain telephone A-Z bible  Computer literate
 Accurate wake-up logging/executing  Geographic knowledge
 Ensure relevant group check-out known  International call procedure
 The standard company terminology  Clear speaking voice with correct tone
 caller's name  Knowledge of specialist services
 Accurately enter guest message  Knowledge of hotel services/promotions
 Answer calls within 5 rings and
 Paging guests for telephone calls  Company policy and procedure
 Direct calls to relevant and correct
department
 Maintain neat and tidy work place
Judgement 3
Flexibility 3
Decisiveness 2.5
Planning/organising/ 2
control
Initiative 2
Assertiveness 2
Verbal communication 2
Written communication 2
Negotiating skills 2
Oral presentation skills 1
Customer focus 3

K:\WP51\TRACY\JOBDESCR
 Individual leadership 2

K:\WP51\TRACY\JOBDESCR
 GUEST LIAISON
Tasks Skills Standard
 Maximum effective guest contact  Computer literate Initiative 4
 Analyze guest questionnaires  Geographical knowledge
 Obtain maxim #2  Current affairs local/international
 Report back #2 #3 meetings  Company policy procedure
 Identify/action arrivals  Frequent guest/Voyager priority
 Complete/action VIP sheet  Company promotions knowledge and
 Colour dot programme initiate departmental experience
 Check allocated VIP rooms  Knowledge of specialised services
 Meet/greet VIP's/Groups  Operational office equipment
 Maintain guest contact —
telephone/face-to-face
 Action compliments/complaints
 Action special requests
 Monitor foyer activity
 Review handover
 Aware of conference activity
 Aware of local in-house promotions
 Brief front line staff
 Maintain guest information file/stand
 Maintain guest history
Perseverance 3
Assertiveness 3
Analytical ability 3
Judgement 3
Decisiveness 3
Communication 4
Task structuring 3
Presentation skills 2.5

K:\WP51\TRACY\JOBDESCR
 Flexibility 3
Planning/organising/ 3
control
Team building orientation 3
Negotiating skills 2.5
Customer focus/service 4

K:\WP51\TRACY\JOBDESCR
 NIGHT MANAGER
Tasks Skills Standard
 Co-ordinating staff rosters  Good oral communication Initiative 2.5
 Call taxis  Aware of geographic facilities
 Store bags  Aware of local attractions
 Open room doors  Aware of company policy and procedure
 Clean working area  Literate
 Trollies available  Emergency procedures
 Give directions  Task delegation
 Rosters  People co-ordination
 Security  Functioning of hotel facilities
 Luggage requests  Maintain movement of baggage facilities
 Control standards of porters
 Maintain baggage tags
 Arrange transport to airport
 Allocation of work stations
 Fond farewell
 Control of undesirables
 Liaise with
 Report on maintenance
 Special guests
 Co-ordination of department meetings
Perseverance 3
Assertiveness 3
Analytical ability 2.5
Judgement 2.5
Decisiveness 2.5
Communication 2.5
Task structuring 2.5
Presentation skills 1

K:\WP51\TRACY\JOBDESCR
 Flexibility 2.5
Planning/organising/ 2
control
Team building orientation 2.3
Negotiating skills 2
Customer focus/service 2.5

K:\WP51\TRACY\JOBDESCR
 NIGHT MANAGER
Tasks Skills Standard
 Co-ordinating staff rosters  Good oral communication Initiative 2.5
 Call taxis  Aware of geographic facilities
 Store bags  Aware of local attractions
 Open room doors  Aware of company policy and procedure
 Clean working area  Literate
 Trollies available  Emergency procedures
 Give directions  Task delegation
 Rosters  People co-ordination
 Security  Functioning of hotel facilities
 Luggage requests  Maintain movement of baggage facilities
 Control standards of porters
 Maintain baggage tags
 Arrange transport to airport
 Allocation of work stations
 Fond farewell
 Control of undesirables
 Liaise with
 Report on maintenance
 Special guests
 Co-ordination of department meetings
Perseverance 3
Assertiveness 3
Analytical ability 2.5
Judgement 2.5
Decisiveness 2.5
Communication 2.5
Task structuring 2.5
Presentation skills 1

K:\WP51\TRACY\JOBDESCR
 Flexibility 2.5
Planning/organising/ 2
control
Team building orientation 2.3
Negotiating skills 2
Customer focus/service 2.5

K:\WP51\TRACY\JOBDESCR