Hotel Job Descriptions

FOOD & BEVERAGE MANAGER
Job Title:  To ensure that waiters are always correctly

Food and Beverage Manager and smartly dressed, that they offer
professional and courteous service to their
Place of Work: customers.
A hotel  To ensure that bars and cloakrooms are
clean and stocked with the stipulated
Scope and General Purpose: requirements.
To supervise and control all catering outlets in a  To ensure that barmen are well trained,
hotel to the required standards, within agreed correctly and smartly dressed and serve their
budgetary limits and parameters of the law, customers in a professional and friendly
particularly liquor law. manner.
 To ensure that room service orders are
Responsible to: executed promptly and that they comply
General Manager with the required standards.
 To ensure that room service staff are
Responsible for: correctly and smartly dressed and serve their
All restaurant, room service, banqueting, stores customers in a professional and friendly
and back of the house staff. (In some cases the manner.
Head Chef will also report to the Food and  To ensure the efficient running of the
Beverage Manager). banqueting department and that all
banqueting rooms, including cloakrooms,
Liaises with: are clean and tidy.
Head Chef
 To act as Duty Manager as required.
Housekeeper
 To ensure that consumable and non-
Front of House Manager
consumable goods are ordered, correctly
Security Manager
stored and issued to the various departments.
Personnel Manager
Maintenance Manager  To ensure maximum security in all areas
Accountant under your control and that staff are fully
aware of the importance of key security.
Limits of Authority:  To ensure that staffing levels are correct and
According to each establishment to agreed standards and are not exceeded
without prior consultation.
Main Duties:  To ensure that company and statutory
 To ensure the prompt and efficient service of hygiene standards are maintained in all
all meals, snacks, functions and beverages to areas.
the required standards.  To attend timeously to customer complaints.
 To ensure that profit margins are  To take the necessary steps in the event of
maintained, agreed costs are not exceeded theft, burglary or fire.
through effective control systems, including  To ensure that reports and administration
issuing against dockets, sales analysis, menu requirements are timeously submitted.
costings and cash checks.  To ensure that the Back of the House
 To ensure that restaurants and cloakrooms Department operates effectively and
are clean and well maintained, that table efficiently.
appointments, including flower  To hold regular performance appraisals with
arrangements are impeccable. all management staff, identifying areas for
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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.
 To hold regular staff meetings.
 To be fully aware of trends in the industry
and make suggestions for improvement of
the catering operation.
 To attend meetings as required.
 To carry out or ensure that regular On-the-
Job Training is taking place to agreed
standards.
 To ensure that the most suitably qualified
person is appointed in the event of a vacancy
— wherever possible this should be an
internal promotion.
FRONT OF HOUSE MANAGER
Job Title: and maintained to the standards laid down

Front of House Manager by the Company.
 To ensure maximum room occupancy
Place of Work: within agreed overbooking policy.
A hotel  To ensure that reservations are taken
correctly and courteously.
Scope and General Purpose:  To ensure effective liaison between
To supervise and control all Front of House and reservations and front office staff with other
Housekeeping areas to the standards laid down departments (e.g. housekeeping).
by the Company, maximising revenues and  To ensure that all charges are correctly
profits to agreed budgetary limits. entered on the guest's bill and that this is up
to date at all times.
Responsible to:  To ensure that credit control procedures are
General Manager strictly adhered to, that no bills exceed the
stipulated limit without prior approval and
Responsible for: that written confirmation, purchase orders,
Hall Porters or order numbers are on file.
Drivers  To ensure that accounts are balanced daily.
Receptionists
 To ensure effective and speedy check-out
Cashiers
facilities.
Enquiry Clerks
 To ensure that luggage is delivered to and
Switchboard Operators
collected from rooms speedily.
Reservation Clerks
 To ensure that enquiries, messages, theatre
Liaises with: bookings are dealt with courteously and
Food and Beverage Manager efficiently.
Security Manager  To ensure that all Front of House staff are
Personnel Manager correctly and smartly dressed at all times.
Accountant  To ensure that all Front of House areas are
Maintenance Manager clean and tidy at all times, including
Head Chef cloakrooms.
 To ensure that newspapers and parcels are
Limits of Authority: delivered to rooms without delay.
According to each establishment  To ensure that incoming and outgoing
telephone calls are handled promptly and
Main Duties: courteously.
 To ensure that guests are greeted, checked in  To ensure maximum security of all items
and allocated rooms promptly and left in safety deposit boxes.
courteously.  To carry out systematic checks of all Front
 To ensure that check-in procedures are of House areas for maintenance
strictly adhered to and that the correct requirements, repairs or refurbishing,
address and charge out details are obtained ensuring that these are actioned without
from each guest. delay.
 To be readily available at all times to deal  To ensure that the Hotel Entrance is easily
with problems or complaints. accessible to cars and taxis at all times.
 To ensure that rooms have been serviced  To hold regular performance appraisals with
all senior staff, identifying areas for
development and training needs and
ensuring that this training is effected.
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
- 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.
format annual budgetary information and
updates as required.
 To monitor trends within the industry and
make suggestions how these could be
implemented.
 To be familiar with all local Civil Defence
measures.
 To ensure that staff under your control are
trained in Civil Defence measures.
BANQUETING MANAGER
Job Title: - Where to assemble

Banqueting Manager - Where to serve
- Details of menu
Place of Work: - Plan of tables
A hotel - List of guests
- Drinks, aperitifs, wines, liqueurs, spirits,
Scope and General Purpose: and whether per-ordered or cash, cigars,
To supervise and control the banqueting cigarettes
department to the required standards and within - Entertainment
agreed budgetary limits.  To liaise or ensure liaison with the client a
few days before the function to confirm
Responsible to: exact numbers, in turn informing the
General Manager appropriate departmental heads.
Food and Beverage Manager  To ensure that bands, discos, or
entertainment have been booked as directed.
Responsible for:  To ensure that duty rosters are compiled,
Assistant Banqueting Manager making certain that adequate numbers of
Banqueting Coordinator experienced permanent and casual waiting
Banqueting Waiters staff will be on duty.
Wine Stewards  To check the function room, ante rooms and
Cleaners cloakrooms for cleanliness before guests
arrive, table layout and stipulated specific
Liaises with: requirements to enable shortcomings to be
Housekeeper rectified.
Front of House Manager  To greet the host and circulate during the
Maintenance Manager course of the function to ensure availability
Security Manager in the event of a problem or complaint.
Accountant  To ensure that the accounts department
Head Chef receives accurate information to enable it to
PRO correctly bill the client.
 To ensure that all staff are correctly and
Limits of Authority:
smartly dressed at all times.
According to establishment
 To ensure effective briefing of waiting staff
before the function commences.
Main Duties:
 To ensure that bar and waiting staff know
 To ensure that the agreed budgeted targets
the limit of open bars and that this is not
are achieved or bettered.
exceeded.
 To ensure that the food and liquor costs are
 To ensure that the service of food and drink
maintained at their agreed levels and that the
is courteous and professional.
correct profit margins are achieved.
 To ensure that tables are correctly set and
 To ensure a prompt, courteous response and
that table appointments, including flower
follow up to all enquiries.
arrangements, are impeccable.
 To ensure that once a booking is confirmed,
 To ensure that surplus equipment is removed
all details and requirements are noted, using
once the function is over and returned to its
a check list, so that nothing is forgotten, e.g.:
correct storage place.
- Number of covers
 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.
Job Training is carried out to enable staff to
perform their duties correctly.
format all information necessary for
budgeting purposes, timeously and
accurately.
RESTAURANT MANAGER
Title: attending meetings as required and holding

Restaurant Manager staff meetings on a regular basis to impart
information.
Place of Work:  To hold regular On-the-Job training sessions
Restaurant to ensure that staff can perform their duties
correctly.
Scope and General Purpose:  To administer tronc in a fair and equitable
Supervise and control the restaurant and bar manner.
 To give feedback on guest letters and
comments.
 To maintain a high degree of interest in self-
 To ensure that the most suitably qualified development, displaying this by making
person is appointed in the event of a vacancy suggestions for realistic improvements.
- wherever possible this should be an
internal promotion.
 To ensure maximum security in all areas
under your control.
 To liaise with customers regarding special
functions.
 To ensure that table appointments, including
flower arrangements, are impeccable and
that tables are set 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
conditions.
 To ensure regular stocktaking of all
operating equipment at specified intervals.
 To ensure that operating equipment is used
properly and not abused, e.g. serviettes and
waiters' cloths used for cleaning.
 To ensure effective communication by
HEAD HOUSEKEEPER
Job Title: for repairs and refurbishing, and that

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

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

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

Operations Manager  To follow up and ensure that the agreed
action and developmental plans identified at
Place of Work: these appraisals are being effected.
An area or regional office  To carry out monthly performance reviews,
coach and direct activities to achieve desired
Scope and General Purpose: performance.
To manage the operational area in such a  To draw up, in conjunction with the
manner that customer satisfaction and budgeted Personnel Manager, meaningful succession
profit margins are achieved and that a good and career plans for all management staff.
company image is projected, thus ensuring  To monitor progress of agreed succession
continued growth. and career plans and ensure that these are
adhered to.
Responsible to:  To ensure that district managers are
Regional General Manager (or Director) conducting regular performance appraisals
and drawing up appropriate action and
Responsible for: developmental training plans for their
District (or area) Managers subordinate managers, using job
Secretary descriptions as a guide.
 To ensure that the company's objective
Liaises with: relating to labour turnover is achieved or
Other Operations Managers bettered.
Heads of Department
 To ensure that subordinates are totally
Accountant
conversant with and practising good
Personnel & Training Manager
industrial relations procedures.
Purchasing Department
 To ensure that subordinates are totally
Sales Executives
conversant with and implementing all
company policies and procedures.
According to each company's regulations  To review and analyze monthly results,
highlight problem areas and take appropriate
Main Duties: action to rectify poor performance.
 To ensure the efficient management of all  To ensure that all financial targets are being
districts. achieved, e.g. through purchase discounts,
debt collection, etc.
 To ensure that each district contributes the
agreed budgeted profits.  To compile and agree meaningful,
achievable budgets through accurate
 To provide effective leadership through
research and application of in-depth
professional man-management and
knowledge of the industry.
encouragement of subordinates.
 To make recommendations for salary
 To carry out regular, meaningful
increases for subordinate staff, basing these
performance appraisals conducted in such a
recommendations on objective performance
manner that effective, open, two-way
reviews and market-related equivalent
positions.
 To stay "close to the customer" and maintain
effective communication with him at all
times through a planned programme of
formal meetings and entertainment.
 To ensure that complaints or problems are
actioned without delay and that effective
follow-up action takes place to avoid a
recurrence.
 To ensure that the company's training
objectives are achieved.
 To attend all company social and
promotional functions, maintaining a high
profile with current and prospective clients.
 To be aware of current trends in the industry
and make suggestions how these could be
implemented for the benefit of the company.
 To attend meetings and training courses as
required and continually strive for the
improvement of won professional skills.
 To liaise and work closely with sales
executives to ensure that realistic, achievable
proposals are submitted.
 To maintain effective working relationships
with line and staff functions to ensure the
efficient opening of new contracts.
CATERING MANAGER - INDUSTRIAL CATERING
Job Title: strictly adhered to.

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

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

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

Club Manager correctly and promptly.
 To order consumable and non-consumable
Place of Work: items, ensuring acceptable stock levels and
Sporting or social club effective security thereof.
 To supervise the issuing of stocks and
Scope or General Purpose: ensure that control measures are effective.
To manage all sporting and catering facilities of  To respond to and timeously action
the club, to the satisfaction of the members and complaints and suggestions of members.
within agreed budgetary limits.  To supervise ground staff and ensure that
grounds and sporting areas are well
Responsible to: maintained and in a good state of repair.
Committee  To ensure that parking is organised and
disciplined.
Responsible for:
 To maintain good staff relations, ensuring
Kitchen staff
fair and equitable discipline.
Waiters
 to investigate and action the causes of staff
Barmen
grievances.
Cleaners
Groundsmen/gardeners  To complete all administrative requirements
Cashiers correctly and timeously.
Wine stewards  To be fully conversant with statutory
Clerk requirements regarding catering and club
operations and timeously obtain all
Liaises with: necessary licences.
Club members  To book any bands, discos or other
Suppliers entertainment as required.
 To circulate regularly in both front and back
Limits of Authority: areas of the club, maintaining a high profile
As set down by the committee. with members and staff.
 To report to the committee any aggressive or
Main Duties: improper behaviour by members.
 To organise functions, meals, snacks and  To prepare and submit, on the required
refreshments, as required, to the standards format, all information required for
laid down by the club. budgeting purposes.
 To organise and supervise kitchen staff,
waiters, barmen and cleaners, ensuring that
good value food is produced and served,
achieving the correct profit margin.
 To ensure that staff are clean and correctly
dressed at all times, also that they are
courteous and helpful to members and their
guests.
 To ensure good housekeeping is maintained
internally and externally.
EXECUTIVE CHEF
Job Title: not allowed to work.

Executive Chef  To ensure that all staff are correctly dressed
to satisfy statutory requirements as well as
Place of Work: enhancing the image of the establishment.
A hotel  To ensure that all stocks are ordered to the
correct quantities, quality and price.
Scope and General Purpose:  To ensure that all stocks are being kept
To provide an efficient and cost effective food securely and under the correct conditions
service to the establishment. applicable to each type of commodity
stored.
Responsible to:  To regularly meet with the storekeeper to
General Manager ensure that the correct stocks are kept.
 To regularly hold maintenance checks with
Responsible for: the Maintenance Manager to ensure that no
All subordinate kitchen staff equipment breaks down.
 To ensure that all statutory notices are
Liaises with: posted at all relevant points and that such
All other heads of department notices are conspicuously placed.
 To ensure that attendance registers are kept
Hours of Work:
daily and that any absenteeism is
Flexible
immediately brought to the attention of the
Personnel Department.
 To ensure that all staff under your control
According to establishment.
are fully informed in respect of disciplinary
procedures, the handling of grievances, etc.
Main Duties:
 To ensure that all documents are sent to the
 To ensure that all menus are constantly
appropriate accounts department
updated, paying special attention to seasonal
immediately for processing.
availability.
 To constantly update your knowledge and
 To ensure that all menus are calculated
skills for the good of the establishment and
correctly to obtain maximum gross profit.
the profession.
 To ensure that all staff are constantly trained
 To conduct regular stock checks/stock takes.
to effect good portion control and pleasing
presentation of all dishes.  To ensure that expenses are within budgeted
limits.
 To hold daily meetings with the Restaurant
Manager to ensure that VIP's are timeously  To ensure that all information which is
identified, and any special arrangements required to compile meaningful budgets is
properly communicated. available at all times.
 To hold daily meetings with the Sous-Chefs
and Chefs des Parties to ensure smooth
running of all kitchen departments.
 To ensure that all areas under your control
satisfy the most stringent hygiene
requirements and that staff who are ill or
injured receive the correct treatment or are
HEAD CHEF
Job Title: management without delay.

Head Chef  To ensure that all documents are passed to
management immediately for processing.
Place of Work:  To ensure that all staff are dressed correctly
A hotel or restaurant to satisfy statutory requirements as well as
enhancing the image of the establishment.
Scope and General Purpose:  To constantly update your knowledge and
To provide an efficient and cost effective food skills for the good of the establishment.
service.  To assist with regular stocktakes as and
when required.
Responsible for:
All kitchen staff
Responsible to:
Food and Beverage Manager
Liaises with:
All other heads of department
Hours of Work:
Flexible
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 diligently followed.
 To ensure that maintenance problems are
promptly reported.
 To ensure that attendance registers are kept
daily and that any absenteeism is reported to
CHEF DE PARTIE
Job Title:  To ensure that any anticipated shortages are

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

Sous Chef orders for the appropriate tables.
 To ensure that each dish leaving the kitchen
Place of Work: is checked for quality, quantity, presentation
Kitchen of a hotel or a large restaurant and correct temperature.
 To ensure that the dining room/ restaurant
Scope and General Purpose: personnel are "standing by" when delicate
To assist the head chef in the day to day running dishes are served.
of the kitchen.  To ensure that regular on-the-job training is
carried out so that subordinate staff perform
Responsible to: their duties correctly.
Head Chef (Executive Chef)  To attend seminars and training courses as
and when directed.
Responsible for:  To further your own knowledge of
All subordinate kitchen staff management methods and principles to
ensure future advancement and further
Liaises with: upgrading in management standards for the
Heads of Department profession as a whole.
Storekeeper
Linen room
Hours of Work:
Flexible
To be agreed
Main Duties:
 To deputise in the Head Chef's absence.
 To ensure that all chefs des parties are
familiar with the day's 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.
 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 followed up.
 To ensure that all communications between
restaurant and kitchen run smoothly.
KITCHEN SUPERVISOR
Job Title:  To promote team spirit and lead by example.

Kitchen Supervisor  To assist with or present regular training or
coaching sessions, so that staff perform their
Place of Work: duties correctly.
A kitchen  To report any faults or defects to
management, paying particular attention to
Scope and General Purpose: any safety or health hazard.
To control and supervise the running of the
kitchen, ensuring that the preparation and Irregular Duties:
presentation of food complies with the required  To deputise for management in their
standards. absence.
Responsible to:
Catering Manager
Responsible for:
Subordinate catering staff
Liaises with:
Restaurant staff
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 maintained.
 To ensure that all kitchen staff are clean and
correctly dressed at all times.
HEAD RECEPTIONIST
Job Title: departments.

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

Night Auditor  To prepare Credit Card/Charge Card
summaries and post to ledger account.
Place of Work:  To maintain a high standard of personal
A hotel hygiene and appearance.
 To hold regular training and coaching
Scope and General Purpose: sessions ensuring that staff are performing
To audit, balance and consolidate departmental their duties correctly.
ledger accounts, prepare various hotel operating
reports and take over duties of Front Office
Cashier.
Responsible to:
Night Manager
Front of House Manager
Accountant
Responsible for:
Audit Clerks
Cashiers
Liaises with:
Restaurant Cashiers
Reception
Security
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 and
complete audit package to laid-down
standards.
 To correct any errors or omissions made by
FOOD & BEVERAGE CONTROLLER
Job Title:  To ensure that official orders have been

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

Bottle Store Manager  To ensure that staff are correctly and smartly
dressed at all times.
Place of Work:  To practise and be seen to be practising
A bottle store good customer relations skills.
 To ensure that staff are aware of and practise
Scope and General Purpose: good customer relations skills.
To maximise profits by ensuring that correct  To ensure that your product knowledge is
stock levels are maintained, for peak and slack up-to-date and carry out regular
periods, which allows for a fast turnaround of training/coaching sessions thus ensuring that
items, without running out of stock, thus staff also know the product and can
achieving budgeted targets and customer therefore offer the best possible service to
satisfaction. customers.
 To ensure that each staff member has a
Responsible to: meaningful job description and knows what
An area/regional manager/head office is expected of him/her.
 To ensure that hygiene standards, both
Responsible for: inside and outside the store, comply with
Cashiers company and statutory regulations, e.g.:
Clerks - Parking area
Packers - Pavements
Labourers - Windows
- Signs and canopies
Liaises with: - Trolleys and baskets
Other bottle store managers - Check-Out areas
Suppliers - Walls and floors, in the shop, offices and
storerooms
Limits of Authority: - Fridges
As per company policy - Displays
- Toilets.
Main Duties:
 To ensure that the regulations relating to the
 To purchase within agreed minimum/ issuing of a liquor licence are strictly
maximum levels, stocks for a three-week adhered to and that the renewal of the
period, at the best possible prices. licence is timeously applied for.
 To ensure that stocks are stored and rotated  To ensure that no liquor is sold to anyone
correctly. under the age of 18 and outside trading
 To ensure that perishable items, such as hours.
draught beer are stored at the stipulated  To ensure that all statutory returns are
temperatures and that these items are not completed correctly and submitted
overstocked. timeously, paying particular attention to the
 To maximise business opportunities, requirements of the Liquor Act of 1977.
through monitoring and taking advantage of  To ensure that the invoice book is up to date
trends, special promotions, etc. and contains the required signatures.
 To ensure that merchandising throughout the  To ensure that all company bookwork is
store is effective, eye catching and that completed correctly and submitted
timeously.  To ensure that trading hours, emergency
 To ensure that the price list is up-to-date AT telephone numbers and the licensee board
ALL TIMES and that items are correctly are clearly displayed on the front door.
priced.  To ensure that all delivery vehicles clearly
 To ensure that cashing-up procedures are display the name, address and telephone
strictly adhered to. number of the establishment.
 To ensure that attendance registers are  To analyze financial results, compare them
completed daily in accordance with statutory against budget, highlight problem areas and
procedures. take appropriate remedial action.
 To ensure that returns are correctly  To prepare, on the required format, all
accounted for and stored under strict information necessary for budgetary
security conditions. purposes.
under your control.
 To ensure that deliveries are organised in
such a manner that customer service is not
interrupted, stocks unloaded and stored as
quickly as possible.
 To ensure that the collection of empties and
delivery of goods is STRICTLY supervised
to minimise loss and pilferage.
 To regularly check all refrigeration
equipment and ensure 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 procedures are in
operation in the event of shoplifting, fire or a
bomb scare.
 To hold regular staff meetings and ensure
effective two-way communication at all
times.
 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 practise
good industrial relations policies, ensuring
fair and equitable discipline.
 To investigate the causes of staff grievances
and take the appropriate action.
 To ensure that relevant legislation is posted
up in a conspicuous place and readily
available to all staff.
WAITER
Job Title: undamaged and in a good state of repair.

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

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

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

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

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

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

Room Service Manager are made:
- Normal furniture removed when
Place of Work: necessary.
A hotel - Special cleaning arrangements.
- All necessary equipment in position, i.e.
Scope and General Purpose: tables, chairs, portable bains-marie, hot
To supervise and control all room service areas, plates, etc.
ensuring that service is prompt, professional and - Correct table setting and appointments.
courteous, to the standards laid down by the  To ensure that only well-trained and
company and within agreed budgetary limits. experienced staff are on duty at functions.
 To ensure that all used equipment is returned
Responsible to: to its correct storage place, once the function
General Manager is over.
Food and Beverage Manager  To ensure that trays and trolleys are
removed from corridors, etc.
Responsible for:  To ensure that all floor service kitchens and
Head Waiters the equipment therein are properly cleaned
Waiters and that hygiene standards comply with
statutory and company standards.
Liaises with:  To ensure that any faults or defects are
Housekeeper reported to the Maintenance Manager and
Front Office Manager actioned promptly.
Maintenance Manager  To ensure maximum security of all areas
Security Manager under your control, paying particular
Head Chef attention to valuable assets, e.g. silverware.
 To ensure that the service of all meals,
Main Duties:
snacks and beverages is impeccable and in
 To ensure that the budgeted profit of the keeping with the required standards of the
department is maintained, analyze financial establishment.
results and take the appropriate action in
 To ensure that cash or a signed bill is
areas of poor performance.
received for each order despatched.
 To ensure that orders are taken correctly,
 To ensure that cashing-up procedures are
courteously and actioned without delay.
 To ensure that trays and trolleys are
 To ensure that all administrative procedures,
correctly and attractively laid up.
including salary variations, are completed
 To ensure sufficient mise-en-place to correctly and submitted timeously.
facilitate fast expedition of orders,
particularly during peak periods.
completed daily and in accordance with
 To prepare duty rosters and ensure that statutory requirements.
correct manning levels are maintained and
 To ensure that all stocks and supplies are
work is evenly distributed.
timeously requested, correct stock levels
 To ensure that staff are clean, correctly and maintained and stock stored under optimum
smartly dressed at all times. conditions.
 To be totally familiar with daily functions  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
conscious and report any strangers to
security immediately (prostitution, etc).
 To administer tronc in a fair and equitable
manner.
 To hold regular performance appraisals,
identify areas for development and training,
and ensure that this training is carried out.
 To prepare, on the required format, all
information necessary for budgeting
purposes.
STOREKEEPER
Job Title: accordance with the agreed price.

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

Bookkeeper/Clerk intervals.
 To extend and process stocktaking figures
Place of Work: accurately and timeously.
A catering unit  To ensure that cash and relevant vouchers
are securely and systematically kept.
Hours of Work:  To ensure that control systems are operating
As agreed effectively within agreed parameters.
 To ensure that all administration is handled
Scope & General Purpose: efficiently, systematically and filed or sent
To assist management with the day-to-day to the appropriate department without delay.
compilation and completion of all financial and  To leave all desks and office in a clean and
statistical returns required by the company. neat manner when going off-duty.
 To ensure that all lockable areas are secure
Responsible to:
before leaving the premises.
Catering Manager
 To bank all monies in accordance with laid-
down procedures.
Responsible for:
Trainee Bookkeeper/Clerk  To ensure that all documentation is kept
securely against fire, theft and industrial
Liaises with: espionage.
Suppliers, kitchen staff and control departments.  To carry out on-the-job training at
prescribed intervals.
Limits of Authority:  To attend meetings and training courses as
Petty cash payments up to an agreed amount. required.
 To take part in fire drills and evacuation
Main Duties: drills at required intervals.
 To accurately complete the daily, weekly
and monthly returns, submitting these
timeously on the prescribed format in
accordance with company standards.
 To reconcile and balance cash, floats and
dockets ensuring that these tally with daily
income and expenditure.
 To notify management immediately of any
variances in the above.
 To make payments from petty cash against
vouchers or invoices.
 To ensure that all documentation for the
receipt and issuing of commodities is
accurately completed.
 To inform management of any shortages,
surpluses or irregularities in connection with
the above item and ensure that queries are
handled immediately.
GENERAL ASSISTANT - GRADE 1
Job Title:  To prepare diningroom mise-en-place,

General Assistant - Grade 1 including the filling of cruet and condiment
sets, butter and jam containers.
Place of Work:  To set tables in accordance with
A kitchen requirements.
 To relay orders as necessary.
Scope and General Purpose:  To set up trays as required, ensuring that all
To assist with the cleaning, preparation, service, prescribed crockery, cutlery is in place.
ordering and control of food, cooked or  To make sandwiches and salads in
uncooked, and ancillary items to agreed accordance with prescribed recipes.
standards.  To undertake relief duties of waiter or wine
steward.
Responsible to:
 To operate tea, coffee and soft drink
Head Cook/Chef
machines.
 To ensure that all tasks are completed in
Responsible for:
accordance with statutory and company
No-one
hygiene requirements.
Liaises with:  To conform to statutory and company
All kitchen staff personal hygiene requirements.
 To report any suspicious parcel, package or
Limits of Authority: behaviour to management.
Not applicable  To take part in any fire or evacuation drills
at prescribed intervals.
Main Duties:
 To prepare meals or foodstuffs, as
instructed, by and under the supervision of a
cook.
 To make breads and confectionary items in
accordance with instructions from and under
the supervision of a baker, confectionary or
cook.
 To prepare staff meals in accordance with
instructions from and under the supervision
of a 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 away from
the employer's premises, including places of
entertainment.
 To control and check items of equipment,
including crockery, glassware, linen and
other pantry requirements.
GENERAL ASSISTANT - GRADE 2
Job Title: foodstuffs, using prescribed or laid-down

General Assistant - Grade 2 measures.
 To move, stack, carry, load or unload
Place of Work: utensils, tools, equipment, foodstuffs and
A kitchen other articles.
 To tend fires or boilers, removing ash and
Hours of Work: debris when necessary.
As agreed  To operate, by switching on or off, standard
kitchen equipment for peeling, cutting,
Scope and General Purpose: mixing, cleaning, polishing or rubber
To assist with the cleaning, preparation and stamping.
packaging of foodstuffs. To clean premises,  To deliver messages or orders on foot or
equipment, linen and clothing, as required to with a non-mechanical mode of transport.
agreed standards.
Other duties, mainly irregular and definitely to
Responsible to: be agreed:
Cooks  Gardening
 Guarding premises or property by day.
Responsible for:
 Washing or ironing of uniforms, linen and
No-one
protective clothing.
 To operate a washing machine.
Not applicable  To run errands.
Main Duties:
 To clean designated areas, complying with
statutory and company hygiene
requirements, 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 required.
 To make tea, coffee, cocoa or similar
beverages to required standards.
 To measure, decant, pack and seal
GUEST SERVICES MANAGER
Job Title:  Complete Guest Questionnaires with

Guest Services Manager departing guests.
 Assist departing guests with forward
Place of Work: bookings.
 Print special arrivals list in morning and
together with GM review arriving guests,
Scope or General Purpose: identifying Frequent Guests and VIP's and
Return Guests.
 Complete VIP and Return Guest form.
Responsible to:  Complete Return Guest gift list.
 Complete Frequent Guest list.
 Allocate rooms to VIP and Return Guest and
Responsible for:
ensure welcome letters, welcome back
letters and gifts are place in room.
 Check allocated rooms for cleanliness and
Liaises with:
that guest supplies are in room.
 Spend time on desk ensuring Guest Service
Limits of Authority: Attendants are following procedures, train
and guide where necessary.
 Make presence felt in Restaurant and Bars
Main Duties: and Banqueting during lunch and assist
 Responsible for training Guest Services where needed.
Attendants in every aspect of their job:  Ensure once a week the "Meet the
- Answering calls Management Cocktail Party" takes place by
- Greeting guests sending invitations to regular guests.
- Hold mail procedure  In early evening/later afternoon, prepare
- Knowledge of services provided by the punch in summer, sherry in winter for
hotel incoming guests.
- Knowledge of all aspects reflected on  Meet incoming guests, offer punch or sherry
Guest Services Directory e.g. shopping, and ensure that they all feel welcome.
doctor, etc.
- CLS system 00000000. Responsible for
- Message procedure "Hospitality Promise"
- Asking/communicating with guest as to .Customer service delivery and recovery
achieve rapport and create ambience (actively elicit customer complaints,
- Knowledge of company Mission, Vision customer suggestion box, action and give
and Values feedback to customers)
- Recommend other hotels in group, etc. .Conduct face-to-face customer surveys
 In the morning talk to departing guests, .Monitor employee morale & motivation
ensure they enjoyed their stay. levels of front-of-house staff (liaise with
HR and FOM/RDM?)
HEAD PORTER
Tasks Skills Standard
guests  Good oral communication Initiative
 Aware of geographic facilities
 Aware of local attractions
doors  Aware of company policy and procedure
ng area  Literate
ilable  Emergency procedures
ons  Task delegation
 People co-ordination
 Functioning of hotel facilities
quests  Maintain movement of baggage facilities
dards of porters
ggage tags
nsport to airport
of work stations
ell
ndesirables
maintenance
sts
on of department meetings
Perseverance
Assertiveness
Analytical ability
Judgement
Decisiveness
Communication
Task structuring
Presentation skills
Flexibility
Planning/organising/control
Team building orientation
Negotiating skills
Customer focus/service
DOORMAN
 Meet/greet guests  General knowledge of locations and major routes Initiative 2.5
 Open doors  Good verbal communication skills
 Clean working area/neat & tidy  Hotel emergency procedures
 Give directions  Complete knowledge of hotel layout and facilities
 Call porters  Awareness of specialist facilities/services for
 Monitor car park disabled people
 Keep entrance to hotel clear  Safety policy procedures
 Hail taxi to front door  Aware of airport shuttle times
 Control parking
 Fond farewell
 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/control 2
Team building orientation 2
K:\WP51\TRACY\JOBDESCR
Negotiating skills 2
Customer focus/service 2
SWITCHBOARD OPERATOR
 Maintain and update regional/international  Familiarise with emergency procedure Analytical ability 2
directories  Ability to operate communication equipment
 Test/report faulty lines/equipment  Computer literate
 Maintain telephone A-Z bible  Geographic knowledge
 Accurate wake-up logging/executing  International call procedure
 Ensure relevant group check-out known  Clear speaking voice with correct tone
 The standard company terminology  Knowledge of specialist services
 caller's name  Knowledge of hotel services/promotions and
 Accurately enter guest message  Company policy and procedure
 Answer calls within 5 rings
 Paging guests for telephone calls
 Direct calls to relevant and correct department
 Maintain neat and tidy work place
Judgement 3
Flexibility 3
Decisiveness 2.5
Initiative 2
Assertiveness 2
Verbal communication 2
Written communication 2
Oral presentation skills 1
Customer focus 3
Individual leadership 2
GUEST LIAISON
 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 departmental
 Colour dot programme initiate 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
Flexibility 3
Team building orientation 3
Negotiating skills 2.5
Customer focus/service 4
NIGHT MANAGER
 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
 Special guests
 Co-ordination of department meetings
Perseverance 3
Assertiveness 3
Judgement 2.5
Decisiveness 2.5
Communication 2.5
Task structuring 2.5
Flexibility 2.5
Team building orientation 2.3
Customer focus/service 2.5
NIGHT MANAGER
 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
 Special guests
 Co-ordination of department meetings
Perseverance 3
Assertiveness 3
Judgement 2.5
Decisiveness 2.5
Communication 2.5
Task structuring 2.5
Flexibility 2.5
Team building orientation 2.3
Customer focus/service 2.5

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What are the main responsibilities of a Food and Beverage Manager?

What are the main responsibilities of a Food and Beverage Manager?

What skills are important for a Night Manager role?

What skills are important for a Night Manager role?

FOOD & BEVERAGE MANAGER

Job Title:  To ensure that waiters are always correctly

Job Title: and maintained to the standards laid down

Job Title: - Where to assemble

Title: attending meetings as required and holding

Job Title: for repairs and refurbishing, and that

Job Title: sales areas, problems and success rate.

Job Title:  To ensure that the action and developmental

Job Title: communication is maintained.

Job Title: strictly adhered to.

Job Title: company and statutory hygiene standards

Job Title: tastefully.

Job Title:  To ensure that all maintenance is carried out

Job Title: not allowed to work.

Job Title: management without delay.

Job Title:  To ensure that any anticipated shortages are

Job Title:  To ensure that each cook receives the correct

Job Title:  To promote team spirit and lead by example.

Job Title: departments.

Job Title: cashiers.

Job Title:  To ensure that official orders have been

Job Title: signage is big, bold and attractive.

Job Title: undamaged and in a good state of repair.

Job Title: changed regularly.

Job Title:  To negotiate the terms of the agreement

Job Title: carrying out the duties allocated to them.

Job Title:  To confirm all details in writing to the guest.

Job Title:  To ensure that all stocks are rotated and

Job Title: and ensure that all necessary arrangements

Job Title: accordance with the agreed price.

Scope and General Purpose:

Job Title:  To assist with stocktaking at prescribed

Job Title:  To prepare diningroom mise-en-place,

Job Title: foodstuffs, using prescribed or laid-down

Job Title:  Complete Guest Questionnaires with

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