FOOD & BEVERAGE MANAGER

Job Title: systems, including issuing against

Food and Beverage Manager dockets, sales analysis, menu
costings and cash checks.
Place of Work:
Blue Heaven Hotel • To ensure that restaurants and
cloakrooms are clean and well
Scope and General Purpose: maintained, that table
To supervise and control all catering appointments, including flower
outlets in a hotel to the required arrangements are impeccable.
standards, within agreed budgetary • To ensure that waiters are always
limits and parameters of the law, correctly and smartly dressed, that
particularly liquor law. they offer professional and
courteous service to their
Responsible to: customers.
General Manager • To ensure that bars and
cloakrooms are clean and stocked
Responsible for: with the stipulated requirements.
All restaurant, room service, • To ensure that barmen are well
banqueting, stores and back of the trained, correctly and smartly
house staff. dressed and serve their customers
in a professional and friendly
Liaises with: manner.
Head Chef • To ensure that room service orders
Housekeeper are executed promptly and that
Front of House Manager they comply with the required
Security Manager standards.
Personnel Manager • To ensure that room service staff
Maintenance Manager are correctly and smartly dressed
Accountant and serve their customers in a
professional and friendly manner.
Limits of Authority: • To ensure the efficient running of
the banqueting department and
Take decisions in terms of Cost, that all banqueting rooms,
Quality, Productions, guest including cloakrooms, are clean
satisfaction. and tidy.
• To act as Duty Manager as
Main Duties: required.
• To ensure the prompt and efficient • To ensure that consumable and
service of Eatopia Resturant, non-consumable goods are
Banquets Functions, Specila ordered, correctly stored and
Events, Rooms Service, Blue Night issued to the various departments.
Disco Theque, Blue Ice Resturant. • To ensure maximum security in all
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

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 correct and to agreed standards departments, maintaining a high
and are not exceeded without profile with customers and staff.
prior 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

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 FRONT OF HOUSE MANAGER

Job Title: • To be readily available at all times

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

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 parcels are delivered to rooms required.
without delay. • To monitor trends within the
• To ensure that incoming and industry and make suggestions
outgoing telephone calls are how these could be implemented.
handled promptly and courteously. • To be familiar with all local Civil
• To ensure maximum security of all Defence measures.
items left in safety deposit boxes. • To ensure that staff under your
• To carry out systematic checks of control are trained in Civil Defence
all Front of House areas for measures.
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

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 BANQUETING MANAGER

Job Title: enquiries.

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

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 all times.
• To ensure effective briefing of
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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 SENIOR CAPTAIN

Title: supplies are timeously requested,

Senior Captain correct stock levels maintained
and stored under optimum
Place of Work: conditions.
Blue Heaven Hotel • To ensure regular stocktaking of
all operating equipment at
Resposible To: specified intervals.
Food & Beverage Manager • To ensure that operating
equipment is used properly and
Scope and General Purpose: not abused, e.g. serviettes and
Supervise and control the waiters' cloths used for cleaning.
Restaurants, • To ensure effective communication
Bar & Banquets by attending meetings as required
and holding staff meetings on a
• To ensure that the most suitably regular basis to impart
qualified person is appointed in the information.
event of a vacancy - wherever • To hold regular On-the-Job training
possible this should be an internal sessions to ensure that staff can
promotion. perform their duties correctly.
• To ensure maximum security in all • To administer tronc in a fair and
areas under your control. equitable manner.
• To liaise with customers regarding • To give feedback on guest letters
special functions. and comments.
• To ensure that table • To maintain a high degree of
appointments, including flower interest in self-development,
arrangements, are impeccable and displaying this by making
that tables are set correctly. suggestions for realistic
• To ensure that stations have their improvements.
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

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 HEAD HOUSEKEEPER

Job Title: • To ensure that rooms are checked

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

Job Title: • To complete a daily/weekly log of

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

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
the client once the contract is
opened and show an ongoing
interest in the operation.
 PERSONNEL AND TRAINING MANAGER

Job Title: • To ensure that the company's

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

Operations Manager Sales Executives

Place of Work: Limits of Authority:

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

Job Title: completion of all administrative

Catering Manager - Industrial work.
Catering • To ensure that cash-up procedures
are strictly adhered to.
Place of Work: • To ensure that all monies are
A staff restaurant banked in accordance with laid-
down procedures.
Scope and General Purpose: • To ensure that staff records are up
To manage the catering services of a to date and kept in accordance
company to their requirements and with company and statutory
satisfaction, within the agreed requirements.
budgetary limits. • To ensure that hygiene standards
comply with company and
Responsible to: statutory requirements.
A district or area manager • To ensure effective security in all
A senior manager - probably areas under your control.
personnel manager • To be aware of and respond the
needs of your staff, including
Responsible for: induction, monitoring
Subordinate catering staff performance, coaching and
ensuring that appropriate training
Liaises with: is effected.
Customers • To carry out On-the-Job Training as
Maintenance department requested by the company.
Suppliers • To ensure that regular fire drills
Other catering managers are held, evacuation procedures
understood and effected.
Limits of Authority: • To ensure that MOSA and NOSA
• Termination of employment of a regulations are adhered to.
subordinate can only be effected • To complete and submit all
after a disciplinary hearing held by necessary, relevant
a superior. documentation in the event of fire,
• Purchasing of food through theft, burglary or accident.
authorised suppliers only. • To ensure that staff are correctly
• No cash purchases may be made dressed at all times.
above agreed limit. • To recruit, interview and manage
subordinates complying with
Main Duties: company and statutory
• To ensure the provision of quality procedures.
food and service, to the • To practice and be seen to be
requirements and satisfaction of practising good industrial relations.
the company. • To constantly be aware of the
• This includes all meals, functions needs of the customer,
and resale items. continuously striving to create the
• To plan and cost menus, making right environment.
sure that budgetary limits and
prescribed menus are adhered to. Irregular Duties:
• To ensure correct and timeous • 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.
 ASSISTANT CATERING MANAGER
Job Title:
Assistant Catering Manager
Place of Work:
A staff restaurant
Scope and General Purpose:
To assist the manager in the day-to-
day management tasks of providing a
catering service for a staff restaurant
to the required standards.
Responsible to:
Catering Manager
Responsible for:
Subordinate catering staff
Liaises with:
Suppliers
Other assistant managers
Regional office staff
Limits of Authority:
Disciplinary action must be ratified by
the manager
Main Duties:
• To assist in the production of
meals, snacks and functions,
paying particular attention to the
quality and presentation thereof.
• 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 company and
statutory hygiene standards are
maintained.
• To carry out regular On-the-Job
Training sessions, be constantly
aware of staff who have potential
for development and ensure that
these people are highlighted for
promotion.
• To be fully conversant with MOSA
and NOSA regulations and report
any defect to the manager.
• To be sensitive to the needs of
subordinate staff and report any
problems or breaches of discipline
to the manager.
• To be security conscious at all
times and ensure storerooms,
safes and lockable areas are
secure.
• To assist with stocktaking on a
regular basis.
• To attend meetings and training
courses as required.
• To assume control of the
restaurant and use own initiative
in the absence of the Manager.
• To take part in catering
exhibitions, thus gaining further
knowledge and experience.
Irregular Duties:
• To relieve or assist in another
company outlet if required.
• To report to the manager any
accident, theft, burglary or fire.
 DIRECTORS TABLE/CORDON BLEU RESTAURANT MANAGER
Job Title:
Directors Table/Cordon Bleu
Restaurant Manager
Place of Work:
An Executive dining room
Scope and General Purpose:
To prepare, present and serve high
quality food to the satisfaction of the
directors and within agreed
budgetary limits.
Responsible to:
A District Manager
A Company Director
Liaises with:
Directors
Other Director's Table Managers
Limits of Authority:
According to each establishment
Main Duties:
• To purchase quality produce
effectively, through appointed
suppliers or a retail outlet, at the
best possible prices.
• To check the quality of delivered
items, 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 tastefully.
• To serve meals and ensure that
service is professional, discreet
and personalised.
• To be continuously aware of and
respond to the needs of the
customer.
• To maintain a high, yet not
overpowering profile in the dining
room.
• To ensure that hygiene standards
in all areas, i.e. kitchen, stores,
dining room, etc., far exceed
commonly accepted standards.
• To ensure maximum security of all
areas under your control, paying
particular attention to valuable
assets, i.e. silverware, crystalware,
etc.
• To ensure that washing up is done
carefully and that all items are
returned to their correct storage
place after use.
• To ensure that all areas are tidied
up after each function so that they
are open for inspection at any
time.
• To ensure consistency in the
production of food, whether this is
served in the company dining
room or at the home of one of the
directors.
• To carry out stocktakes at the
required intervals.
• To ensure that the printed menus
are correct and no spelling
mistakes occur.
 CLUB MANAGER

Job Title: • To ensure good housekeeping is

Club Manager maintained internally and
externally.
Place of Work: • To ensure that all maintenance is
Sporting or social club carried out correctly and promptly.
• To order consumable and non-
Scope or General Purpose: consumable items, ensuring
To manage all sporting and catering acceptable stock levels and
facilities of the club, to the effective security thereof.
satisfaction of the members and • To supervise the issuing of stocks
within agreed budgetary limits. and ensure that control measures
are effective.
Responsible to: • To respond to and timeously
Committee action complaints and suggestions
of members.
Responsible for: • To supervise ground staff and
Kitchen staff ensure that grounds and sporting
Waiters areas are well maintained and in a
Barmen good state of repair.
Cleaners • To ensure that parking is
Groundsmen/gardeners organised and disciplined.
Cashiers • To maintain good staff relations,
Wine stewards ensuring fair and equitable
Clerk discipline.
• to investigate and action the
Liaises with: causes of staff grievances.
Club members • To complete all administrative
Suppliers requirements correctly and
timeously.
Limits of Authority: • To be fully conversant with
As set down by the committee. statutory requirements regarding
catering and club operations and
Main Duties: timeously obtain all necessary
• To organise functions, meals, licences.
snacks and refreshments, as • To book any bands, discos or other
required, to the standards laid entertainment as required.
down by the club. • To circulate regularly in both front
• To organise and supervise kitchen and back areas of the club,
staff, waiters, barmen and maintaining a high profile with
cleaners, ensuring that good value members and staff.
food is produced and served, • To report to the committee any
achieving the correct profit aggressive or improper behaviour
margin. by members.
• To ensure that staff are clean and • To prepare and submit, on the
correctly dressed at all times, also required format, all information
that they are courteous and required for budgeting purposes.
helpful to members and their
guests.
 EXECUTIVE CHEF
Job Title:
Executive Chef
Place of Work:
A hotel
Scope and General Purpose:
To provide an efficient and cost
effective food service to the
establishment.
Responsible to:
General Manager
Responsible for:
All subordinate kitchen staff
Liaises with:
All other heads of department
Hours of Work:
Flexible
Limits of Authority:
According to establishment.
Main Duties:
• To ensure that all menus are
constantly updated, paying special
attention to seasonal availability.
• To ensure that all menus are
calculated correctly to obtain
maximum gross profit.
• To ensure that all staff are
constantly trained to effect good
portion control and pleasing
presentation of all dishes.
• To hold daily meetings with the
Restaurant Manager to ensure that
VIP's are timeously identified, and
any special arrangements properly
communicated.
• 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 not allowed to work.
• To ensure that all staff are
correctly dressed to satisfy
statutory requirements as well as
enhancing the image of the
establishment.
• To ensure that all stocks are
ordered to the correct quantities,
quality and price.
• To ensure that all stocks are being
kept securely and under the
correct conditions applicable to
each type of commodity stored.
• To regularly meet with the
storekeeper to ensure that the
correct stocks are kept.
• To regularly hold maintenance
checks with the Maintenance
Manager to ensure that no
equipment breaks down.
• To ensure that all statutory notices
are posted at all relevant points
and that such notices are
conspicuously placed.
• To ensure that attendance
registers are kept daily and that
any absenteeism is immediately
brought to the attention of the
Personnel Department.
• To ensure that all staff under your
control are fully informed in
respect of disciplinary procedures,
the handling of grievances, etc.
• To ensure that all documents are
sent to the appropriate accounts
department immediately for
processing.
• To constantly update your
knowledge and skills for the good
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.
 HEAD CHEF

Job Title: • To ensure that attendance

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

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
diligently followed.
• To ensure that maintenance
problems are promptly reported.
 CHEF DE PARTIE

Job Title: • To ensure that junior cooks and

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

Job Title: adhered to.

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

Job Title: times.

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

Responsible to: Irregular Duties:

Catering Manager • To deputise for management in
their absence.
Responsible for:
Subordinate catering staff

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
maintained.
• To ensure that all kitchen staff are
clean and correctly dressed at all
 HEAD RECEPTIONIST

Job Title: allocate rooms, bearing in mind

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

Job Title: made by cashiers.

Night Auditor • To prepare Credit Card/Charge
Card summaries and post to
Place of Work: ledger account.
A hotel • To maintain a high standard of
personal hygiene and appearance.
Scope and General Purpose: • To hold regular training and
To audit, balance and consolidate coaching sessions ensuring that
departmental ledger accounts, staff are performing their duties
prepare various hotel operating correctly.
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

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

Job Title: throughout the store is effective,

Bottle Store Manager eye catching and that signage is
big, bold and attractive.
Place of Work: • To ensure that staff are correctly
A bottle store and smartly dressed at all times.
• To practise and be seen to be
Scope and General Purpose: practising good customer relations
To maximise profits by ensuring that skills.
correct stock levels are maintained, • To ensure that staff are aware of
for peak and slack periods, which and practise good customer
allows for a fast turnaround of items, relations skills.
without running out of stock, thus • To ensure that your product
achieving budgeted targets and knowledge is up-to-date and carry
customer satisfaction. out regular training/coaching
sessions thus ensuring that staff
Responsible to: also know the product and can
An area/regional manager/head office therefore offer the best possible
service to customers.
Responsible for: • To ensure that each staff member
Cashiers has a meaningful job description
Clerks and knows what is expected of
Packers him/her.
Labourers • To ensure that hygiene standards,
both inside and outside the store,
Liaises with: comply with company and
Other bottle store managers statutory regulations, e.g.:
Suppliers - Parking area
- Pavements
Limits of Authority: - Windows
As per company policy - Signs and canopies
- Trolleys and baskets
Main Duties: - Check-Out areas
• To purchase within agreed - Walls and floors, in the shop,
minimum/ maximum levels, stocks offices and storerooms
for a three-week period, at the - Fridges
best possible prices. - Displays
• To ensure that stocks are stored - Toilets.
and rotated correctly. • To ensure that the regulations
• To ensure that perishable items, relating to the issuing of a liquor
such as draught beer are stored at licence are strictly adhered to and
the stipulated temperatures and that the renewal of the licence is
that these items are not timeously applied for.
overstocked. • To ensure that no liquor is sold to
• To maximise business anyone under the age of 18 and
opportunities, through monitoring outside trading hours.
and taking advantage of trends, • To ensure that all statutory returns
special promotions, etc. are completed correctly and
• To ensure that merchandising submitted timeously, paying
 particular attention to
requirements of the Liquor Act of
1977.
• To ensure that the invoice book is
up to date and contains the
required signatures.
• To ensure that all company
bookwork is completed correctly
and submitted timeously.
• To ensure that the price list is up-
to-date AT ALL TIMES and that
items are correctly priced.
• To ensure that cashing-up
procedures are strictly adhered to.
• To ensure that attendance
registers are completed daily in
accordance with statutory
procedures.
• To ensure that returns are
correctly accounted for and stored
under strict security conditions.
• To ensure maximum security of all
areas 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
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
the 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.
• To ensure that trading hours,
emergency telephone numbers
and the licensee board are clearly
displayed on the front door.
• To ensure that all delivery vehicles
clearly display the name, address
and telephone number of the
establishment.
• To analyze financial results,
compare them against budget,
highlight problem areas and take
appropriate remedial action.
• To prepare, on the required
format, all information necessary
for budgetary purposes.
is
 WAITER
Job Title:
Waiter
Scope and General Purpose:
To prepare dining room, including all
necessary mise-en-place for service;
serve customers in a professional,
efficient and courteous manner.
Place of Work:
A Restaurant/Dining Room
Responsible to:
Restaurant Manager
Catering Manager
Responsible for:
Commis Waiters
Dining Room Assistants
Busboys
Liaises with:
All kitchen staff
Limits of Authority:
Disciplinary action to be sanctioned
by Senior Managers
Hours of Work:
According to establishment
Main Duties:
• To clean agreed designated areas,
in accordance with laid-down
procedures, morning/evening
routines and hygiene
requirements.
• To change table linen as required
and ensure dirty or damaged linen
is counted and exchanged for
clean, usable items.
• To clean and refill cruet and
condiment sets, order branded
sauces and chutneys to ensure
consistent supply.
• To ensure that flowers and table
decorations are fresh and comply
with agreed standards.
• To set tables to laid-down
standards, ensuring that all items
used are clean, undamaged and in
a good state of repair.
• To ensure sideboards on stations
are adequately stocked with
replacement cutlery, linen or other
established needs, be they food or
equipment.
• To prepare salads, sandwiches,
cheese boards and coffee to laid-
down standards, when this is an
agreed duty of the establishment.
• To take orders from customers and
ensure these are given to the
appropriate person to execute.
• To be totally familiar with the
composition of all menu items.
• To serve food and beverages in
accordance with laid-down
standards, but above all in a
professional, courteous manner.
• To clean tables and ensure they
are cleaned as soon as it is
apparent that customers have
finished their food or drink with an
acceptable balance between
speed, yet allowing customers to
finish their meal without feeling
rushed.
• To ensure that customers are
correctly charged, present the bill
and take payment from the
customer, in accordance with the
procedures of the establishment.
• At all times to be aware of and
practise good customer relations,
assisting the guest in any way
which does not adversely affect
other customers.
• To attend to customer complaints
satisfactorily.
• 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.
 HOTEL BUTCHER

Job Title: • To ensure that brines and

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

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
down by the establishment.
• To ensure that red meat is hung
under optimum conditions.
 BUYER

Job Title: information as possible,

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

Job Title: required standards and served

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

Job Title: facilities required.

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

Job Title: minimum/maximum stock levels

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

Job Title: distributed.

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

Job Title: • To ensure that goods received are

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

Job Title: • To inform management of any

Bookkeeper/Clerk
Place of Work:
A catering unit
Hours of Work:
As agreed
Scope & General Purpose:
To assist management with the day-
to-day compilation and completion of
all financial and statistical returns
required by the company.
Responsible to:
Catering Manager
Responsible for:
Trainee Bookkeeper/Clerk
Liaises with:
Suppliers, kitchen staff and control
departments.
Limits of Authority:
Petty cash payments up to an agreed
amount.
Main Duties:
• 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.
shortages, surpluses or
irregularities in connection with
the above item and ensure that
queries are handled immediately.
• To assist with stocktaking at
prescribed intervals.
• To extend and process stocktaking
figures accurately and timeously.
• To ensure that cash and relevant
vouchers are securely and
systematically kept.
• To ensure that control systems are
operating effectively within agreed
parameters.
• To ensure that all administration is
handled efficiently, systematically
and filed or sent to the appropriate
department without delay.
• To leave all desks and office in a
clean and neat manner when
going off-duty.
• To ensure that all lockable areas
are secure before leaving the
premises.
• To bank all monies in accordance
with laid-down procedures.
• To ensure that all documentation
is kept securely against fire, theft
and industrial espionage.
• To carry out on-the-job training at
prescribed intervals.
• To attend meetings and training
courses as required.
• To take part in fire drills and
evacuation drills at required
intervals.
 GENERAL ASSISTANT - GRADE 1

Job Title: • To control and check items of

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

Job Title: standards.

General Assistant - Grade 2 • To measure, decant, pack and seal
foodstuffs, using prescribed or laid-
Place of Work: down measures.
A kitchen • To move, stack, carry, load or
unload utensils, tools, equipment,
Hours of Work: foodstuffs and other articles.
As agreed • To tend fires or boilers, removing
ash and debris when necessary.
Scope and General Purpose: • To operate, by switching on or off,
To assist with the cleaning, standard kitchen equipment for
preparation and packaging of peeling, cutting, mixing, cleaning,
foodstuffs. To clean premises, polishing or rubber stamping.
equipment, linen and clothing, as • To deliver messages or orders on
required to agreed standards. foot or with a non-mechanical
mode of transport.
Responsible to:
Cooks Other duties, mainly irregular
and definitely to be agreed:
Responsible for: • Gardening
No-one • Guarding premises or property by
day.
Limits of Authority: • Washing or ironing of uniforms,
Not applicable linen and protective clothing.
• To operate a washing machine.
Main Duties: • To run errands.
• 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
 GUEST SERVICES MANAGER
Job Title:
Guest Services Manager
Place of Work:
Scope or General Purpose:
Responsible to:
Responsible for:
Liaises with:
Limits of Authority:
Main Duties:
• Responsible for training Guest
Services Attendants in every
aspect of their job:
- Answering calls
- Greeting guests
- Hold mail procedure
- Knowledge of services provided
by the hotel
- Knowledge of all aspects
reflected on Guest Services
Directory e.g. shopping, doctor,
etc.
- CLS system
- Message procedure
- Asking/communicating with
guest as to achieve rapport and
create ambience
- Knowledge of company Mission,
Vision and Values
- Recommend other hotels in
group, etc.
• In the morning talk to departing
guests, ensure they enjoyed their
stay.
• Complete Guest Questionnaires
with departing guests.
• Assist departing guests with
forward bookings.
• Print special arrivals list in morning
and together with GM review
arriving guests, identifying
Frequent Guests and VIP's and
Return Guests.
• Complete VIP and Return Guest
form.
• Complete Return Guest gift list.
• Complete Frequent Guest list.
• Allocate rooms to VIP and Return
Guest and ensure welcome letters,
welcome back letters and gifts are
place in room.
• Check allocated rooms for
cleanliness and that guest supplies
are in room.
• Spend time on desk ensuring
Guest Service Attendants are
following procedures, train and
guide where necessary.
• Make presence felt in Restaurant
and Bars and Banqueting during
lunch and assist where needed.
• Ensure once a week the "Meet the
Management Cocktail Party" takes
place by sending invitations to
regular guests.
• In early evening/later afternoon,
prepare punch in summer, sherry
in winter for incoming guests.
• Meet incoming guests, offer punch
or sherry and ensure that they all
feel welcome.
00000000. Responsible for
"Hospitality Promise"
. Customer service delivery and
recovery (actively elicit
customer complaints, customer
suggestion box, action and give
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?)
 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
• Control standards of porters facilities
• 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
Flexibility 2.5

K:\WP51\TRACY\JOBDESCR
 Planning/organising/contr 2
ol
Team building 2.3
orientation
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
• Monitor car park and 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/contr 2
ol
Team building 2
orientation

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/contr 2
ol
Initiative 2
Assertiveness 2
Verbal communication 2
Written communication 2
Negotiating skills 2
Oral presentation skills 1
Customer focus 3
Individual leadership 2

K:\WP51\TRACY\JOBDESCR
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
Flexibility 3

K:\WP51\TRACY\JOBDESCR
 Planning/organising/contr 3
ol
Team building 3
orientation
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
• Control standards of porters facilities
• 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
Flexibility 2.5

K:\WP51\TRACY\JOBDESCR
 Planning/organising/contr 2
ol
Team building 2.3
orientation
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
• Control standards of porters facilities
• 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/contr 2
ol
Team building 2.3
orientation
Negotiating skills 2
Customer focus/service 2.5

K:\WP51\TRACY\JOBDESCR