FOOD & BEVERAGE MANAGER
Job Title:
Food and Beverage Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all catering outlets in a
hotel to the required standards, within agreed
budgetary limits and parameters of the law,
particularly liquor law.
Responsible to:
General Manager
Responsible for:
All restaurant, room service, banqueting, stores
and back of the house staff. (In some cases the
Head Chef will also report to the Food and
Beverage Manager).
Liaises with:
Head Chef
Housekeeper
Front of House Manager
Security Manager
Personnel Manager
Maintenance Manager
Accountant
Limits of Authority:
According to each establishment
Main Duties:
 To ensure the prompt and efficient service
of all meals, snacks, functions and
beverages to the required standards.
 To ensure that profit margins are
maintained, agreed costs are not exceeded
through effective control systems, including
issuing against dockets, sales analysis, menu
costings and cash checks.
 To ensure that restaurants and cloakrooms
are clean and well maintained, that table
appointments,
including
flower
arrangements are impeccable.
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 To ensure that waiters are always correctly
and smartly dressed, that they offer
professional and courteous service to their
customers.
 To ensure that bars and cloakrooms are
clean and stocked with the stipulated
requirements.
 To ensure that barmen are well trained,
correctly and smartly dressed and serve their
customers in a professional and friendly
manner.
 To ensure that room service orders are
executed promptly and that they comply
with the required standards.
 To ensure that room service staff are
correctly and smartly dressed and serve their
customers in a professional and friendly
manner.
 To ensure the efficient running of the
banqueting department and that all
banqueting rooms, including cloakrooms,
are clean and tidy.
 To act as Duty Manager as required.
 To ensure that consumable and nonconsumable goods are ordered, correctly
stored and issued to the various
departments.
 To ensure maximum security in all areas
under your control and that staff are fully
aware of the importance of key security.
 To ensure that staffing levels are correct and
to agreed standards and are not exceeded
without prior consultation.
 To ensure that company and statutory
hygiene standards are maintained in all
areas.
 To attend timeously to customer complaints.
 To take the necessary steps in the event of
theft, burglary or fire.
 To ensure that reports and administration
requirements are timeously submitted.
 To ensure that the Back of the House
Department operates effectively and
efficiently.
 To hold regular performance appraisals with
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-theJob 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.
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FRONT OF HOUSE MANAGER
Job Title:
Front of House Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all Front of House and
Housekeeping areas to the standards laid down
by the Company, maximising revenues and
profits to agreed budgetary limits.
Responsible to:
General Manager
Responsible for:
Hall Porters
Drivers
Receptionists
Cashiers
Enquiry Clerks
Switchboard Operators
Reservation Clerks
Liaises with:
Food and Beverage Manager
Security Manager
Personnel Manager
Accountant
Maintenance Manager
Head Chef
Limits of Authority:
According to each establishment
Main Duties:
 To ensure that guests are greeted, checked in
and allocated rooms promptly and
courteously.
 To ensure that check-in procedures are
strictly adhered to and that the correct
address and charge out details are obtained
from each guest.
 To be readily available at all times to deal
with problems or complaints.
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 To ensure that rooms have been serviced
and maintained to the standards laid down
by the Company.
 To ensure maximum room occupancy
within agreed overbooking policy.
 To ensure that reservations are taken
correctly and courteously.
 To ensure effective liaison between
reservations and front office staff with other
departments (e.g. housekeeping).
 To ensure that all charges are correctly
entered on the guest's bill and that this is up
to date at all times.
 To ensure that credit control procedures are
strictly adhered to, that no bills exceed the
stipulated limit without prior approval and
that written confirmation, purchase orders,
or order numbers are on file.
 To ensure that accounts are balanced daily.
 To ensure effective and speedy check-out
facilities.
 To ensure that luggage is delivered to and
collected from rooms speedily.
 To ensure that enquiries, messages, theatre
bookings are dealt with courteously and
efficiently.
 To ensure that all Front of House staff are
correctly and smartly dressed at all times.
 To ensure that all Front of House areas are
clean and tidy at all times, including
cloakrooms.
 To ensure that newspapers and parcels are
delivered to rooms without delay.
 To ensure that incoming and outgoing
telephone calls are handled promptly and
courteously.
 To ensure maximum security of all items
left in safety deposit boxes.
 To carry out systematic checks of all Front
of
House
areas
for
maintenance
requirements, repairs or refurbishing,
ensuring that these are actioned without
delay.
 To ensure that the Hotel Entrance is easily
accessible to cars and taxis at all times.
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 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-theJob training is taking place to agreed
standards.
 To hold regular meetings with all Heads of
Department. To ensure that manning levels
are correct and these are not exceeded
without permission.
 To ensure that the most suitably qualified
person is appointed in the event of a
vacancy - wherever possible this should be
an internal promotion.
 To ensure maximum security in all areas
under your control.
 To act as Duty Manager when required.
 To attend Management Meetings as
required.
 To circulate regularly throughout all Front
of House areas, maintaining a high profile
with guests and staff.
 To ensure accurate and timeous submission
of all reports and administrative work.
 To prepare and submit on the required
format annual budgetary information and
updates as required.
 To monitor trends within the industry and
make suggestions 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.
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BANQUETING MANAGER
-
Job Title:
Banqueting Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the banqueting
department to the required standards and within
agreed budgetary limits.
Responsible to:
General Manager
Food and Beverage Manager
Responsible for:
Assistant Banqueting Manager
Banqueting Coordinator
Banqueting Waiters
Wine Stewards
Cleaners
Liaises with:
Housekeeper
Front of House Manager
Maintenance Manager
Security Manager
Accountant
Head Chef
PRO
Limits of Authority:
According to establishment
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Main Duties:
 To ensure that the agreed budgeted targets
are achieved or bettered.
 To ensure that the food and liquor costs are
maintained at their agreed levels and that the
correct profit margins are achieved.
 To ensure a prompt, courteous response and
follow up to all enquiries.
 To ensure that once a booking is confirmed,
all details and requirements are noted, using
a check list, so that nothing is forgotten, e.g.:
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Number of covers
Where to assemble
Where to serve
Details of menu
Plan of tables
List of guests
Drinks, aperitifs, wines, liqueurs, spirits,
and whether per-ordered or cash, cigars,
cigarettes
- Entertainment
To liaise or ensure liaison with the client a
few days before the function to confirm
exact numbers, in turn informing the
appropriate departmental heads.
To ensure that bands, discos, or
entertainment have been booked as directed.
To ensure that duty rosters are compiled,
making certain that adequate numbers of
experienced permanent and casual waiting
staff will be on duty.
To check the function room, ante rooms and
cloakrooms for cleanliness before guests
arrive, table layout and stipulated specific
requirements to enable shortcomings to be
rectified.
To greet the host and circulate during the
course of the function to ensure availability
in the event of a problem or complaint.
To ensure that the accounts department
receives accurate information to enable it to
correctly bill the client.
To ensure that all staff are correctly and
smartly dressed at 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
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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-theJob Training is carried out to enable staff to
perform their duties correctly.
To prepare and submit on the required
format all information necessary for
budgeting
purposes,
timeously and
accurately.
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RESTAURANT MANAGER
Title:
Restaurant Manager
Place of Work:
Restaurant
Scope and General Purpose:
Supervise and control the restaurant and bar
 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 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
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waiters' cloths used for cleaning.
To ensure effective communication by
attending meetings as required and holding
staff meetings on a regular basis to impart
information.
To hold regular On-the-Job training sessions
to ensure that staff can perform their duties
correctly.
To administer tronc in a fair and equitable
manner.
To give feedback on guest letters and
comments.
To maintain a high degree of interest in selfdevelopment, displaying this by making
suggestions for realistic improvements.
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HEAD HOUSEKEEPER
Job Title:
Head Housekeeper
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the cleaning and
servicing of all bedrooms, restaurants, function
and public rooms in the hotel.
Responsible to:
General Manager or Front of House Manager
Responsible for:
Assistant housekeeper
Chambermaids
Cleaners
Housemen
Linen room staff
Laundry
Valet
Liaises with:
Food and Beverage Manager
Front Office Manager
Security Manager
Personnel Manager
Accountant
Head Chef
Limits of Authority:
According to each establishment
appropriate maintenance is effected.
 To liaise with General Manager and notify
areas needing attention, in respect of decor.
 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 that staff are coached and trained
to perform their duties effectively.
 To ensure that attendance registers are
completed daily and in accordance with
statutory regulations.
 To ensure that salary variations and
administrative returns are completed
correctly and submitted timeously.
 To draw up duty rosters and ensure that
manning levels are correct, to agreed
standards, and are not exceeded without
permission.
 To ensure that adequate supplies of cleaning
materials are available.
 To ensure that staff accommodation is kept
clean and in a good state of repair.
 To ensure that regular fire and evacuation
drills are held.
 To ensure effective communications
through attending meetings and imparting
information at regularly held staff meetings
with assistant housekeepers.
Irregular Duties:
 To prepare and submit, on the required
format, all information necessary for
budgeting purposes.
Main Duties:
 To ensure that all bedrooms and public
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
for repairs and refurbishing, and that
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SALES EXECUTIVE
Job Title:
Sales Executive
Place of Work:
Regional sales office
Scope and General Purpose:
To promote the image and services of the
company so that maximum growth occurs
through gaining new clients and contracts.
 To research prospective client details,
finding out as much as possible about the
company to ensure a professional approach.
 To constantly monitor and be aware of
competitor activity.
 To present a realistic proposal to a
prospective client, having thoroughly
researched cost factors, and ensure that the
proposal is achievable.
 To constantly be aware of new business
opportunities and action these.
Responsible to:
Sales Manager
Responsible for:
Secretarial staff
Liaises with:
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.
 To complete a daily/weekly log of all
activities.
 To analyze statistics thereby identifying key
sales areas, problems and success rate.
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PERSONNEL AND TRAINING MANAGER
Job Title:
Personnel and Training Manager
Place of Work:
Regional or area office
Scope and General Purpose:
To manage the Personnel and Training function
within agreed budgetary limits so that the
company and the individual can benefit through
the employee's ability to attain optimum
performance and growth.
Responsible to:
General Manager
Responsible for:
Assistant Personnel Manager
(In some cases also salaries administration)
Liaises with:
Senior Management
Department Heads
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Limits of Authority:
Advice and service responsibilities, not usually
line authority
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Main Duties:
 To ensure that Job Descriptions are up-todate and accurately describe each position.
 To ensure that Job Evaluation categories are
correct.
 To ensure cost effective recruitment through
the use of the appropriate source.
 To ensure that the recruitment and selection
of people is done objectively and based on
Job Descriptions and Man Specifications.
 To ensure that managers are trained and
have the ability to conduct effective
interviews.
 To ensure that the company's succession
plan is meaningful and effective.
 To ensure that meaningful appraisals for all
staff are carried out on a regular basis.
 To ensure that the action and developmental
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plans agreed at the appraisals are actioned
and followed up.
To ensure the Individual Career Plans are
meaningful and agree with succession plan
and are the result of an appraisal.
To ensure that new or transferred employees
have an effective induction programme with
is adhered to.
To ensure that the Training Programme
provides for the training needs identified at
appraisals.
To ensure that the correct people are
nominated or sent on the appropriate
training courses.
To ensure follow up of all training.
To ensure that training is cost effective and
is effected for real need and not for cosmetic
reasons.
To ensure that the company's objective for
labour turnover is maintained or bettered.
To analyze labour turnover statistics so that
problem areas are highlighted and the
appropriate action taken.
To ensure that the company's personnel
procedures are strictly adhered to.
To ensure that personnel files are properly
maintained and kept under lock and key.
To ensure that the company's grievance and
disciplinary procedures are observed and
that all relevant documentation is
completed.
To ensure that all statutory acts and
proclamations are displayed in conspicuous
places.
To ensure that legislated remuneration
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.
Page 10
 To be aware of the welfare needs of
employees and be available for counselling.
OPERATIONS MANAGER
Job Title:
Operations Manager
Place of Work:
An area or regional office
Scope and General Purpose:
To manage the operational area in such a
manner that customer satisfaction and budgeted
profit margins are achieved and that a good
company image is projected, thus ensuring
continued growth.
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Responsible to:
Regional General Manager (or Director)
Responsible for:
District (or area) Managers
Secretary
Liaises with:
Other Operations Managers
Heads of Department
Accountant
Personnel & Training Manager
Purchasing Department
Sales Executives
Limits of Authority:
According to each company's regulations
Main Duties:
 To ensure the efficient management of all
districts.
 To ensure that each district contributes the
agreed budgeted profits.
 To provide effective leadership through
professional
man-management
and
encouragement of subordinates.
 To carry out regular, meaningful
performance appraisals conducted in such a
manner that effective, open, two-way
communication is maintained.
 To follow up and ensure that the agreed
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action and developmental plans identified at
these appraisals are being effected.
To carry out monthly performance reviews,
coach and direct activities to achieve desired
performance.
To draw up, in conjunction with the
Personnel Manager, meaningful succession
and career plans for all management staff.
To monitor progress of agreed succession
and career plans and ensure that these are
adhered to.
To ensure that district managers are
conducting regular performance appraisals
and drawing up appropriate action and
developmental training plans for their
subordinate
managers,
using
job
descriptions as a guide.
To ensure that the company's objective
relating to labour turnover is achieved or
bettered.
To ensure that subordinates are totally
conversant with and practising good
industrial relations procedures.
To ensure that subordinates are totally
conversant with and implementing all
company policies and procedures.
To review and analyze monthly 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
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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.
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CATERING MANAGER - INDUSTRIAL CATERING
Job Title:
Catering Manager - Industrial Catering
Place of Work:
A staff restaurant
Scope and General Purpose:
To manage the catering services of a company
to their requirements and satisfaction, within the
agreed budgetary limits.
Responsible to:
A district or area manager
A senior manager - probably personnel manager
Responsible for:
Subordinate catering staff
Liaises with:
Customers
Maintenance department
Suppliers
Other catering managers
Limits of Authority:
 Termination of employment of a
subordinate can only be effected after a
disciplinary hearing held by a superior.
 Purchasing of food through authorised
suppliers only.
 No cash purchases may be made above
agreed limit.
Main Duties:
 To ensure the provision of quality food and
service, to the requirements and satisfaction
of the company.
 This includes all meals, functions and resale
items.
 To plan and cost menus, making sure that
budgetary limits and prescribed menus are
adhered to.
 To ensure correct and timeous completion
of all administrative work.
 To ensure that cash-up procedures are
strictly adhered to.
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 To ensure that all monies are banked in
accordance with laid-down procedures.
 To ensure that staff records are up to date
and kept in accordance with company and
statutory requirements.
 To ensure that hygiene standards comply
with company and statutory requirements.
 To ensure effective security in all areas
under your control.
 To be aware of and respond the needs of
your staff, including induction, monitoring
performance, coaching and ensuring that
appropriate training is effected.
 To carry out On-the-Job Training as
requested by the company.
 To ensure that regular fire drills are held,
evacuation procedures understood and
effected.
 To ensure that MOSA and NOSA
regulations are adhered to.
 To complete and submit all necessary,
relevant documentation in the event of fire,
theft, burglary or accident.
 To ensure that staff are correctly dressed at
all times.
 To recruit, interview and manage
subordinates complying with company and
statutory procedures.
 To practice and be seen to be practising
good industrial relations.
 To constantly be aware of the needs of the
customer, continuously striving to create the
right environment.
Irregular Duties:
 To relieve or assist in another company
outlet.
 To attend to customer complaints
satisfactorily.
 to take the necessary action in the event of
burglary, theft, fire or a breach of statutory
regulations.
 To attend meetings and training courses as
required.
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ASSISTANT CATERING MANAGER
Job Title:
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
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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.
Page 14
DIRECTORS TABLE/CORDON BLEU RESTAURANT MANAGER
Job Title:
Directors
Manager
Table/Cordon
Bleu
Restaurant
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.
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 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.
Page 15
CLUB MANAGER
Job Title:
Club Manager
Place of Work:
Sporting or social club
Scope or General Purpose:
To manage all sporting and catering facilities of
the club, to the satisfaction of the members and
within agreed budgetary limits.
Responsible to:
Committee
Responsible for:
Kitchen staff
Waiters
Barmen
Cleaners
Groundsmen/gardeners
Cashiers
Wine stewards
Clerk
Liaises with:
Club members
Suppliers
Limits of Authority:
As set down by the committee.
Main Duties:
 To organise functions, meals, snacks and
refreshments, as required, to the standards
laid down by the club.
 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.
 To ensure that all maintenance is carried out
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correctly and promptly.
 To order consumable and non-consumable
items, ensuring acceptable stock levels and
effective security thereof.
 To supervise the issuing of stocks and
ensure that control measures are effective.
 To respond to and timeously action
complaints and suggestions of members.
 To supervise ground staff and ensure that
grounds and sporting areas are well
maintained and in a good state of repair.
 To ensure that parking is organised and
disciplined.
 To maintain good staff relations, ensuring
fair and equitable discipline.
 to investigate and action the causes of staff
grievances.
 To complete all administrative requirements
correctly and timeously.
 To be fully conversant with statutory
requirements regarding catering and club
operations and timeously obtain all
necessary licences.
 To book any bands, discos or other
entertainment as required.
 To circulate regularly in both front and back
areas of the club, maintaining a high profile
with members and staff.
 To report to the committee any aggressive or
improper behaviour by members.
 To prepare and submit, on the required
format, all information required for
budgeting purposes.
Page 16
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.
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 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.
Page 17
HEAD CHEF
Job Title:
Head Chef
Place of Work:
A hotel or restaurant
Scope and General Purpose:
To provide an efficient and cost effective food
service.
 To ensure that all documents are passed to
management immediately for processing.
 To ensure that all staff are dressed correctly
to satisfy statutory requirements as well as
enhancing the image of the establishment.
 To constantly update your knowledge and
skills for the good of the establishment.
 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
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.
 To ensure that attendance registers are kept
daily and that any absenteeism is reported to
management without delay.
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Page 18
CHEF DE PARTIE
Job Title:
Chef de partie
Place of Work:
A hotel or restaurant kitchen
Scope or General Purpose:
To take full responsibility for the running of a
particular section of a large kitchen.
Responsible to:
Sous Chef
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communicated promptly to the sous chef or
head chef.
To ensure that no horseplay is allowed in his
section and that all staff under his control
are treated fairly and with courtesy.
To deputise in the sous chef's absence and
take charge of the kitchen when directed to
do so.
To attend training courses and seminars as
and when required.
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
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.
 To ensure that junior cooks and trainees
receive the right training and optimum
guidance.
 To ensure that any anticipated shortages are
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Page 19
SOUS CHEF
Job Title:
Sous Chef
Place of Work:
Kitchen of a hotel or a large restaurant
Scope and General Purpose:
To assist the head chef in the day to day running
of the kitchen.
Responsible to:
Head Chef (Executive Chef)
Responsible for:
All subordinate kitchen staff
Liaises with:
Heads of Department
Storekeeper
Linen room
correct orders for the appropriate tables.
 To ensure that each dish leaving the kitchen
is checked for quality, quantity, presentation
and correct temperature.
 To ensure that the dining room/ restaurant
personnel are "standing by" when delicate
dishes are served.
 To ensure that regular on-the-job training is
carried out so that subordinate staff perform
their duties correctly.
 To attend seminars and training courses as
and when directed.
 To further your own knowledge of
management methods and principles to
ensure future advancement and further
upgrading in management standards for the
profession as a whole.
Hours of Work:
Flexible
Limits of Authority:
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.
 To ensure that each cook receives the
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Page 20
KITCHEN SUPERVISOR
Job Title:
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 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.
Irregular Duties:
 To deputise for management in their
absence.
Responsible to:
Catering Manager
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 times.
 To promote team spirit and lead by example.
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Page 21
HEAD RECEPTIONIST
Job Title:
Head Receptionist
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control the reception,
registration and room allocation of all guests.
Responsible to:
Front Office or Front of House Manager
Responsible for:
Receptionist
Liaises with:
Housekeeper
Front Office Departments
Limits of Authority:
To be agreed
Main Duties:
 To supervise and control all reception staff.
 To organise duty rosters, ensuring that there
are sufficient staff to cover all duties,
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
departments.
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 To ensure that the guest list register is
updated regularly during the day and that
copies are sent to the appropriate
departments, i.e. Hall Porter, Cashier,
Telephone Room and Housekeeping.
 To liaise closely with the housekeeping
department on check outs, moves, etc.
 To
arrange
alternative
suitable
accommodation, for a confirmed or regular
guest, if the hotel is fully occupied.
 To ensure maximum room occupancy in
line with agreed policy on overbookings.
 To hold regular performance appraisals with
all reception staff, identifying areas for
development and training needs.
 To carry out regular on-the-job training with
all reception staff to ensure that they
perform their duties correctly to company
standards and that the training needs
identified in the performance appraisals are
actioned.
 To report any faults or defects to the
maintenance department.
 To be totally security conscious at all times
and ensure that effective procedures are in
operation for bomb scares, etc.
Page 22
NIGHT AUDITOR
Job Title:
Night Auditor
Place of Work:
A hotel
Scope and General Purpose:
To audit, balance and consolidate departmental
ledger accounts, prepare various hotel operating
reports and take over duties of Front Office
Cashier.
 To prepare Credit Card/Charge Card
summaries and post to ledger account.
 To maintain a high standard of personal
hygiene and appearance.
 To hold regular training and coaching
sessions ensuring that staff are performing
their duties correctly.
Responsible to:
Night Manager
Front of House Manager
Accountant
Responsible for:
Audit Clerks
Cashiers
Liaises with:
Restaurant Cashiers
Reception
Security
Limits of Authority:
To be agreed
Main Duties:
 To post all daily room and outstanding
charges.
 To balance all revenue totals of cash and
credits against revenue report.
 To take over from the evening cashier,
checking and accepting float and takings.
 To accept revenue and floats from restaurant
cashiers, ensuring that these are securely
locked away.
 To accept and lock away keys from various
departments.
 To prepare hotel operating reports and
complete audit package to laid-down
standards.
 To correct any errors or omissions made by
cashiers.
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Page 23
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 cashpaid 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
K:\WP51\TRACY\JOBDESCR
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
Page 24
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are correct and updated when necessary.
To ensure that menus are costed regularly.
To ensure goods receiving procedures are
strictly adhered to.
To prepare feasibility studies as required.
To carry out regular training/coaching
sessions to ensure that staff are performing
their duties correctly.
To carry out regular performance appraisals,
identifying areas for development and
training needs and ensuring that this training
is effected.
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Page 25
BOTTLE STORE MANAGER
Job Title:
Bottle Store Manager
Place of Work:
A bottle store
Scope and General Purpose:
To maximise profits by ensuring that correct
stock levels are maintained, for peak and slack
periods, which allows for a fast turnaround of
items, without running out of stock, thus
achieving budgeted targets and customer
satisfaction.
Responsible to:
An area/regional manager/head office
Responsible for:
Cashiers
Clerks
Packers
Labourers
Liaises with:
Other bottle store managers
Suppliers
Limits of Authority:
As per company policy
Main Duties:
 To purchase within agreed minimum/
maximum levels, stocks for a three-week
period, at the best possible prices.
 To ensure that stocks are stored and rotated
correctly.
 To ensure that perishable items, such as
draught beer are stored at the stipulated
temperatures and that these items are not
overstocked.
 To maximise business opportunities,
through monitoring and taking advantage of
trends, special promotions, etc.
 To ensure that merchandising throughout
the store is effective, eye catching and that
signage is big, bold and attractive.
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 To ensure that staff are correctly and smartly
dressed at all times.
 To practise and be seen to be practising
good customer relations skills.
 To ensure that staff are aware of and practise
good customer relations skills.
 To ensure that your product knowledge is
up-to-date
and
carry out
regular
training/coaching sessions thus ensuring that
staff also know the product and can
therefore offer the best possible service to
customers.
 To ensure that each staff member has a
meaningful job description and knows what
is expected of him/her.
 To ensure that hygiene standards, both
inside and outside the store, comply with
company and statutory regulations, e.g.:
- Parking area
- Pavements
- Windows
- Signs and canopies
- Trolleys and baskets
- Check-Out areas
- Walls and floors, in the shop, offices and
storerooms
- Fridges
- Displays
- Toilets.
 To ensure that the regulations relating to the
issuing of a liquor licence are strictly
adhered to and that the renewal of the
licence is timeously applied for.
 To ensure that no liquor is sold to anyone
under the age of 18 and outside trading
hours.
 To ensure that all statutory returns are
completed
correctly
and
submitted
timeously, paying particular attention to the
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
Page 26
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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 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.
To ensure that trading hours, emergency
telephone numbers and the licensee board
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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.
Page 27
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.
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 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
Page 28
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.
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Page 29
HOTEL BUTCHER
Job Title:
Hotel Butcher
Place of Work:
Butchery in the hotel
Scope and General Purpose:
To requisition according to requirements, within
agreed stock level parameters, all meat and meat
products required by the establishment and
ensure their correct and cost effective use.
Responsible to:
Head Chef
 To issue meat to the various kitchens as
required, against a requisition docket only.
 To ensure that hygiene standards comply
with company and statutory regulations.
 To always be aware of and take precautions
against possible spoilage.
 To check equipment regularly and ensure
preventative maintenance is effected.
 To regularly check for other maintenance
requirements and report these to the
maintenance department.
 To ensure regular stocktakes are conducted.
 To ensure optimum security arrangements
are in operation at all times.
Responsible for:
Assistants
Apprentice
Porters
Liaises with:
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.
 To ensure that brines and marinades are
changed regularly.
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Page 30
BUYER
Job Title:
Buyer
Place of Work:
Regional/area office/central office
Scope and General Purpose:
To appoint the best supplier, after having
thoroughly researched and investigated all
factors in terms of quality, quantity, price, time
and continuity, as well as providing an effective
back-up service to deal with supplier problems.




Responsible to:
Regional Manager
General Manager

Responsible to:
Secretary
Liaises with:
Line Managers, District, Area or Hotel
Managers
Operations Managers
Accounts Department




Limits of Authority:
To be agreed

Main Duties:
 To be fully conversant with current market
prices of all items required by the hotel or
catering department.
 To select suppliers with great care by
researching their background, establishing
their credentials and their standing in the
industry regarding their ability to match
price and maintain deliveries.
 To visit suppliers premises so that the
quality 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.
 To negotiate the terms of the agreement
K:\WP51\TRACY\JOBDESCR

fairly, bearing in mind the price, quality and
continuity of supply.
To negotiate realistic discounts in terms of
the above agreements.
To maintain good interpersonal relations
with suppliers, thus gaining the best possible
service from them to the extent where they
do a lot of the work for you.
To ensure that dealings are made with a
senior person in the organisation, i.e. one
who has the ability to make decisions.
To ensure that the correct numbers of
suppliers are appointed, in that, though
streamlined, sufficient options are open,
whilst keeping the number of authorised
items in check.
To ascertain the value of new products
through quality testing and field trials.
To maintain up-to-date records of all
suppliers, their products and price lists.
To keep an index of all supplies handled,
with appropriate comments.
To continuously review commodities and
suppliers to ensure that the best possible
agreements are in operation.
To investigate supplier problems, take the
appropriate action and follow up to ensure
no similar problems are experienced.
To investigate and action account queries
promptly, when these are the result of price
variances.
To review and update company buying
policies and procedures.
Page 31
NIGHT MANAGER
Job Title:
Night Manager
Place of Work:
A hotel
Scope and General Purpose:
To assume full control of all areas of the hotel
from 23:00 to 07:00, ensuring the comfort and
well being of the guest, in accordance with
agreed performance standards.
Responsible to:
General Manager/Front of House Manager
Responsible for:
Cooks
Reception and Front Office Staff
Chambermaids
Cleaners
Security
Room Service
Porters
Liaises with:
Other management on night duty
Limits of Authority:
According to establishment
Main Duties:
 To be readily available at all times to deal
with a problem or a complaint.
 To ensure that late arrivals are checked in
correctly, allocated a room and their luggage
sent to their room without delay.
 To ensure that late arrivals are aware of
facilities available at night.
 To ensure that the guest is reminded about
breakfast and newspaper orders.
 To ensure that Room Service orders are
prepared to the required standards and
served promptly, professionally and
courteously.
 To ensure that the night cleaning staff are
carrying out the duties allocated to them.
K:\WP51\TRACY\JOBDESCR
 To re-arrange rosters and duties in the event
of illness or absenteeism.
 To ensure strict security measures are in
operation and no unauthorised person has
access to any part of the hotel.
 To ensure that no unruly or rowdy behaviour
persists and to take the appropriate measures
in the event of unreasonableness by any
guest or staff members.
 To ensure that all restaurants and banqueting
areas are properly secured after the close of
business.
 To ensure that all cash and floats are
securely locked away.
 To ensure that all keys are securely locked
away.
 To ensure that the night maid is performing
her required duties.
 To ensure that kitchens which have been
closed down for the night have been
checked, and that no equipment is left on,
particularly deep fryers.
 To maintain the highest standards of
personal appearance and hygiene, as well as
ensuring that night staff are correctly and
smartly dressed.
 To ensure that staff are working and
performing their duties correctly and not
"sleeping on the job".
 To check all public areas, including
cloakrooms, to ensure they have been
cleaned and serviced correctly.
 To ensure that early deliveries, i.e. milk and
bread, are received correctly, checked and
stored.
 To ensure that breakfast preparations are on
time and that orders for early breakfasts
have been effected.
 To ensure that notice boards have been
updated for the coming day's business.
 To complete a night report detailing
complaints,
emergencies,
incidents,
maintenance or security needs, as well as a
summary of action taken.
Page 32
BANQUETING CO-ORDINATOR
Job Title:
Banqueting Co-ordinator
Place of Work:
A hotel or club
Scope and General Purpose:
To liaise with all clients, ascertaining their
requirements and co-ordinating these needs to
ensure the successful execution of the function.
Responsible to:
Banqueting Manager
Responsible for:
No one - unless this is a dual function of coordinator and assistant manager
Liaises with:
Back of the house staff
Housekeeper
Head Chef
Limits of Authority:
To be agreed
 To up-date status board and advise all
departments once confirmation of the
function is received, normally under the
banqueting manager's signature.
 To assist the banqueting manager during the
function.
 To be constantly aware of new business
opportunities and action these.
 To be available to conference organisers at
all times during a conference.
 To ensure the cleanliness of all conference
and function rooms.
 To ensure that all necessary stationery
requirements are in place.
 To ensure that all the equipment requested is
in position and in working order,
particularly audio and sound systems.
 To ensure that water jugs, glasses and
refreshments are replenished at regular
intervals.
 To ensure that ashtrays are changed during
each break.
 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 nonalcoholic 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.
 To confirm all details in writing to the guest.
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Page 33
FAST FOOD MANAGER
Job Title:
Fast Food Manager
Place of Work:
Fast Food Restaurant (and take-away)
Scope and General Purpose:
To supervise and control the operation of sit
down and take-away catering outlets, strictly
adhering to the prescribed standards of
preparation and presentation, ensuring a fast
turnaround of clientele.
Responsible to:
An Area or Regional Manager
Responsible for:
Cooks
Waiters
Cleaners
Cashiers
Liaises with:
Suppliers
Other Managers within the group
Customers
Main Duties:
 To ensure that food items are prepared and
presented strictly in accordance with the
standards laid down by the company.
 To ensure that orders are taken, prepared
and served promptly, with a minimum of
waiting.
 To ensure that customers are billed correctly
and promptly.
 To practise and be seen to be practising
good customer relations skills.
 To ensure that all staff are fully trained in
and applying good customer relations skills.
 To ensure that orders are placed with
suppliers,
complying
with
the
minimum/maximum stock levels and that
no variance above or below these levels
takes place.
 To ensure that all stocks are rotated and
K:\WP51\TRACY\JOBDESCR
stored under the correct conditions.
 To ensure that all equipment is checked
regularly to avoid breakdowns, particularly
refrigeration units and cooking equipment.
 To maintain good relations with the health
department and ensure that all areas are
scrupulously clean, particularly highly
visible areas.
 To ensure that staff maintain a crisp, clean
appearance and are always correctly dressed.
 To make regular inspections to ensure that
decor,
furnishing
and
maintenance
requirements are actioned.
 To be fully conversant with computerised
tills, both in their operation and analysis of
the information available.
 To utilise this information to ensure that
profit margins are maintained and problem
areas highlighted.
 To take the necessary action in the event of
a product not producing the required profit.
 To ensure that all Store/Regional/ National
promotions are undertaken to agreed
standards.
 To ensure that sufficient promotion material
and food stocks for such promotions are
available.
 To timeously complete all company
administrative
and
bookkeeping
requirements.
 To ensure that cashing-up procedures are
strictly adhered to and all monies banked in
accordance with agreed procedures.
 To ensure that staff records are up-to-date
and
kept
in
accordance
with
company/statutory regulations.
 To compile duty and leave rosters to ensure
correct manning levels are maintained of
permanent and casual staff during peak and
slack periods.
 To be fully conversant with and comply
with all company/statutory procedures for a
catering operation.
 To ensure effective procedures are in
operation, have been practised, and are fully
understood, in the event of a fire or a bomb
Page 34








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.
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Page 35
ROOM SERVICE MANAGER
Job Title:
Room Service Manager
Place of Work:
A hotel
Scope and General Purpose:
To supervise and control all room service areas,
ensuring that service is prompt, professional and
courteous, to the standards laid down by the
company and within agreed budgetary limits.

Responsible to:
General Manager
Food and Beverage Manager



Responsible for:
Head Waiters
Waiters

Liaises with:
Housekeeper
Front Office Manager
Maintenance Manager
Security Manager
Head Chef
Main Duties:
 To ensure that the budgeted profit of the
department is maintained, analyze financial
results and take the appropriate action in
areas of poor performance.
 To ensure that orders are taken correctly,
courteously and actioned without delay.
 To ensure that trays and trolleys are
correctly and attractively laid up.
 To ensure sufficient mise-en-place to
facilitate fast expedition of orders,
particularly during peak periods.
 To prepare duty rosters and ensure that
correct manning levels are maintained and
work is evenly distributed.
 To ensure that staff are clean, correctly and
smartly dressed at all times.
 To be totally familiar with daily functions
and ensure that all necessary arrangements
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







are made:
- Normal furniture removed when
necessary.
- Special cleaning arrangements.
- All necessary equipment in position, i.e.
tables, chairs, portable bains-marie, hot
plates, etc.
- Correct table setting and appointments.
To ensure that only well-trained and
experienced staff are on duty at functions.
To ensure that all used equipment is
returned to its correct storage place, once the
function is over.
To ensure that trays and trolleys are
removed from corridors, etc.
To ensure that all floor service kitchens and
the equipment therein are properly cleaned
and that hygiene standards comply with
statutory and company standards.
To ensure that any faults or defects are
reported to the Maintenance Manager and
actioned promptly.
To ensure maximum security of all areas
under your control, paying particular
attention to valuable assets, e.g. silverware.
To ensure that the service of all meals,
snacks and beverages is impeccable and in
keeping with the required standards of the
establishment.
To ensure that cash or a signed bill is
received for each order despatched.
To ensure that cashing-up procedures are
strictly adhered to.
To ensure that all administrative procedures,
including salary variations, are completed
correctly and submitted timeously.
To ensure that attendance registers are
completed daily and in accordance with
statutory requirements.
To ensure that all 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.
Page 36
 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.
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Page 37
STOREKEEPER
Job Title:
Storekeeper
Place of Work:
Restaurant or hotel
Hours of Work:
To be agreed, normally 06:00 - 15:00 or 07:00
to 16:00
Scope and General Purpose:
To ensure that optimum stock levels are
maintained, that all goods, perishable and nonperishable are stored under ideal conditions and
that maximum security applies at all times,
particularly when receiving or issuing goods.
Responsible to:
Food and Beverage Manager
Catering Manager
Responsible for:
Clerk
Stores Assistant
Limits of Authority:
Order up to R_____ may be placed, thereafter
permission must be obtained.
 To ensure the timeous and correct
completion of all administration in respect
of deliveries.
 To complete all documentation and take the
necessary action in cases of non-delivery,
substandard deliveries or over pricing.
 To ensure that all items are stored correctly,
in terms of temperature, humidity and shelf
life and that no food items are stored on the
floor.
 To ensure correct stock rotation and that
issues are effected on a first in, first out
basis.
 To ensure that all issues are made against
requisitions and that no items leave the
storeroom
without
the
appropriate
documentation or signature.
 To ensure maximum security of all
storeroom areas, that no unauthorised person
enters the stores or is issued with a key
allowing access.
 To inform management and follow agreed
procedures in the case of spoilage or damage
of any item.
 To take stock at prescribed intervals and
ensure that all necessary administration is
completed without delay.
 To attend meetings or training courses as
required.
Liaises with:
Suppliers, drivers and catering staff
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
accordance with the agreed price.
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Page 38
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.
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Page 39
BOOKKEEPER/CLERK
Job Title:
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.
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 laiddown 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.
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.
 To inform management of any shortages,
surpluses or irregularities in connection with
the above item and ensure that queries are
handled immediately.
 To assist with stocktaking at prescribed
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Page 40
GENERAL ASSISTANT - GRADE 1
Job Title:
General Assistant - Grade 1
Place of Work:
A kitchen
Scope and General Purpose:
To assist with the cleaning, preparation, service,
ordering and control of food, cooked or
uncooked, and ancillary items to agreed
standards.






Responsible to:
Head Cook/Chef

Responsible for:
No-one

Liaises with:
All kitchen staff


Limits of Authority:
Not applicable
including the filling of cruet and condiment
sets, butter and jam containers.
To set tables in accordance with
requirements.
To relay orders as necessary.
To set up trays as required, ensuring that all
prescribed crockery, cutlery is in place.
To make sandwiches and salads in
accordance with prescribed recipes.
To undertake relief duties of waiter or wine
steward.
To operate tea, coffee and soft drink
machines.
To ensure that all tasks are completed in
accordance with statutory and company
hygiene requirements.
To conform to statutory and company
personal hygiene requirements.
To report any suspicious parcel, package or
behaviour to management.
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.
 To prepare diningroom mise-en-place,
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Page 41
GENERAL ASSISTANT - GRADE 2
Job Title:
General Assistant - Grade 2
Place of Work:
A kitchen
Hours of Work:
As agreed
Scope and General Purpose:
To assist with the cleaning, preparation and
packaging of foodstuffs. To clean premises,
equipment, linen and clothing, as required to
agreed standards.
Responsible to:
Cooks
Responsible for:
No-one
measures.
 To move, stack, carry, load or unload
utensils, tools, equipment, foodstuffs and
other articles.
 To tend fires or boilers, removing ash and
debris when necessary.
 To operate, by switching on or off, standard
kitchen equipment for peeling, cutting,
mixing, cleaning, polishing or rubber
stamping.
 To deliver messages or orders on foot or
with a non-mechanical mode of transport.
Other duties, mainly irregular and definitely to
be agreed:
 Gardening
 Guarding premises or property by day.
 Washing or ironing of uniforms, linen and
protective clothing.
 To operate a washing machine.
 To run errands.
Limits of Authority:
Not applicable
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
foodstuffs, using prescribed or laid-down
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Page 42
GUEST SERVICES MANAGER
Job Title:
Guest Services Manager
Scope or General Purpose:




Responsible to:

Place of Work:

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
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
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.
. 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?)
Page 43
HEAD PORTER
Tasks
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Meet/greet guests
Call taxis
Store bags
Open room doors
Clean working area
Trollies available
Give directions
Rosters
Security
Luggage requests
Control standards of porters
Maintain baggage tags
Arrange transport to airport
Allocation of work stations
Fond farewell
Control of undesirables
Liaise with
Report on maintenance
Special guests
Co-ordination of department meetings
Skills
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Good oral communication
Aware of geographic facilities
Aware of local attractions
Aware of company policy and procedure
Literate
Emergency procedures
Task delegation
People co-ordination
Functioning of hotel facilities
Maintain movement of baggage facilities
Standard
Initiative
Perseverance
3
Assertiveness
3
Analytical ability
2.5
Judgement
2.5
Decisiveness
2.5
Communication
2.5
Task structuring
2.5
Presentation skills
K:\WP51\TRACY\JOBDESCR
2.5
1
Flexibility
Planning/organising/control
Team building orientation
Negotiating skills
Customer focus/service
K:\WP51\TRACY\JOBDESCR
2.5
2
2.3
2
2.5
DOORMAN
Tasks
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Meet/greet guests
Open doors
Clean working area/neat & tidy
Give directions
Call porters
Monitor car park
Keep entrance to hotel clear
Hail taxi to front door
Control parking
Fond farewell
control of undesirables
Liaise with
Report on maintenance
Check of international flags
Maintain standard of front of house
K:\WP51\TRACY\JOBDESCR
Skills
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General knowledge of locations and major routes
Good verbal communication skills
Hotel emergency procedures
Complete knowledge of hotel layout and facilities
Awareness of specialist facilities/services for
disabled people
 Safety policy procedures
 Aware of airport shuttle times
Standard
Initiative
2.5
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
Tasks
 Maintain and update regional/international
directories
 Test/report faulty lines/equipment
 Maintain telephone A-Z bible
 Accurate wake-up logging/executing
 Ensure relevant group check-out known
 The standard company terminology
 caller's name
 Accurately enter guest message
 Answer calls within 5 rings
 Paging guests for telephone calls
 Direct calls to relevant and correct department
 Maintain neat and tidy work place
Skills
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Familiarise with emergency procedure
Ability to operate communication equipment
Computer literate
Geographic knowledge
International call procedure
Clear speaking voice with correct tone
Knowledge of specialist services
Knowledge of hotel services/promotions and
Company policy and procedure
Standard
Analytical ability
2
Judgement
3
Flexibility
3
Decisiveness
K:\WP51\TRACY\JOBDESCR
2.5
Planning/organising/control
2
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
GUEST LIAISON
Tasks
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Maximum effective guest contact
Analyze guest questionnaires
Obtain maxim #2
Report back #2 #3 meetings
Identify/action arrivals
Complete/action VIP sheet
Colour dot programme initiate
Check allocated VIP rooms
Meet/greet VIP's/Groups
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
Skills
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Computer literate
Geographical knowledge
Current affairs local/international
Company policy procedure
Frequent guest/Voyager priority
Company promotions knowledge and departmental
experience
 Knowledge of specialised services
 Operational office equipment
Standard
Initiative
4
Perseverance
3
Assertiveness
3
Analytical ability
3
Judgement
3
Decisiveness
3
Communication
4
Task structuring
3
Presentation skills
Flexibility
K:\WP51\TRACY\JOBDESCR
2.5
3
Planning/organising/control
3
Team building orientation
3
Negotiating skills
Customer focus/service
K:\WP51\TRACY\JOBDESCR
2.5
4
NIGHT MANAGER
Tasks
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Co-ordinating staff rosters
Call taxis
Store bags
Open room doors
Clean working area
Trollies available
Give directions
Rosters
Security
Luggage requests
Control standards of porters
Maintain baggage tags
Arrange transport to airport
Allocation of work stations
Fond farewell
Control of undesirables
Liaise with
Report on maintenance
Special guests
Co-ordination of department meetings
Skills
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








Good oral communication
Aware of geographic facilities
Aware of local attractions
Aware of company policy and procedure
Literate
Emergency procedures
Task delegation
People co-ordination
Functioning of hotel facilities
Maintain movement of baggage facilities
Standard
Initiative
Perseverance
3
Assertiveness
3
Analytical ability
2.5
Judgement
2.5
Decisiveness
2.5
Communication
2.5
Task structuring
2.5
Presentation skills
K:\WP51\TRACY\JOBDESCR
2.5
1
Flexibility
Planning/organising/control
Team building orientation
Negotiating skills
Customer focus/service
K:\WP51\TRACY\JOBDESCR
2.5
2
2.3
2
2.5
NIGHT MANAGER
Tasks
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











Co-ordinating staff rosters
Call taxis
Store bags
Open room doors
Clean working area
Trollies available
Give directions
Rosters
Security
Luggage requests
Control standards of porters
Maintain baggage tags
Arrange transport to airport
Allocation of work stations
Fond farewell
Control of undesirables
Liaise with
Report on maintenance
Special guests
Co-ordination of department meetings
K:\WP51\TRACY\JOBDESCR
Skills










Good oral communication
Aware of geographic facilities
Aware of local attractions
Aware of company policy and procedure
Literate
Emergency procedures
Task delegation
People co-ordination
Functioning of hotel facilities
Maintain movement of baggage facilities
Standard
Initiative
2.5
Perseverance
3
Assertiveness
3
Analytical ability
2.5
Judgement
2.5
Decisiveness
2.5
Communication
2.5
Task structuring
2.5
Presentation skills
Flexibility
Planning/organising/control
Team building orientation
Negotiating skills
Customer focus/service
K:\WP51\TRACY\JOBDESCR
1
2.5
2
2.3
2
2.5