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. 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 non-consumable 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

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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 development and training needs, and ensuring that this training is effected. To ensure that fair discipline is effected. To ensure that the causes of staff grievances are investigated and the appropriate action taken. To ensure that fire and evacuation drills are held regularly. To ensure that bands and musicians are available when required. To be fully conversant with all statutory requirements regarding a food and beverage operation, that all licenses, including special licences, are timeously applied for and that the conditions affecting the issues of a liquor licence are not jeopardised. To ensure that regular stock takes are conducted. To prepare and submit on the required format all information necessary for budgeting purposes, timeously and accurately. To ensure that an effective table reservation system is in operation. To circulate throughout all restaurants, bars and banqueting departments, maintaining a high profile with customers and staff. To hold regular staff meetings. To be fully aware of trends in the

industry and make suggestions for improvement of the catering operation. To attend meetings as required. To carry out or ensure that regular On-the-Job Training is taking place to agreed standards. To ensure that the most suitably qualified person is appointed in the event of a vacancy wherever possible this should be an internal promotion.

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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. 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

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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. To hold regular performance appraisals with all senior staff, identifying areas for development and training needs and ensuring that this training is effected. To carry out or ensure that regular On-the-Job training is taking place to agreed standards. To hold regular meetings with all Heads of Department. To ensure that manning levels are correct and these are not exceeded without permission. To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion. To ensure maximum security in all areas under your control. To act as Duty Manager when required. To attend Management Meetings as required. To circulate regularly throughout all Front of House areas, maintaining a high profile with guests and staff. To ensure accurate and timeous submission of all reports and administrative work. To prepare and submit on the required format annual budgetary information and updates as required.

To monitor trends within the industry and make suggestions 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 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.: - 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

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

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RESTAURANT MANAGER
Title: Restaurant Manager Place of Work: Restaurant Scope and General Purpose: Supervise and control the restaurant and bar and stored under optimum conditions. To ensure regular stocktaking of all operating equipment at specified intervals. To ensure that operating equipment is used properly and not abused, e.g. serviettes and waiters' cloths used for cleaning. To ensure effective communication by 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 self-development, displaying this by making suggestions for realistic improvements.

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

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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 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 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.

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. 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. 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.

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 Limits of Authority: Advice and service responsibilities, not usually line authority Main Duties: To ensure that Job Descriptions are up-to-date 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 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. 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. Responsible to: Regional General Director) Manager (or Purchasing Department Sales Executives Limits of Authority: According to each regulations company's

Responsible for: District (or area) Managers Secretary Liaises with: Other Operations Managers Heads of Department Accountant Personnel & Training Manager

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 manmanagement 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 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 marketrelated equivalent positions. To stay "close to the customer" and maintain effective communication with him at all times through a planned programme of formal meetings and entertainment.

To ensure that complaints or problems are actioned without delay and that effective follow-up action takes place to avoid a recurrence. To ensure that the company's training objectives are achieved. To attend all company social and promotional functions, maintaining a high profile with current and prospective clients. To be aware of current trends in the industry and make suggestions how these could be implemented for the benefit of the company. To attend meetings and training courses as required and continually strive for the improvement of won professional skills. To liaise and work closely with sales executives to ensure that realistic, achievable proposals are submitted. To maintain effective working relationships with line and staff functions to ensure the efficient opening of new contracts.

CATERING MANAGER - INDUSTRIAL CATERING

Job Title: 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 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. To ensure that all monies are banked in accordance with laiddown 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.

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 To attend to customer complaints satisfactorily. to take the necessary action in the event of burglary, theft, fire or a breach of statutory regulations. To attend meetings and training courses as required.

ASSISTANT CATERING MANAGER

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

DIRECTORS TABLE/CORDON BLEU RESTAURANT MANAGER

Job Title: Directors Table/Cordon Restaurant Manager Place of Work: An Executive dining room

Bleu

Scope and General Purpose: To prepare, present and serve high quality food to the satisfaction of the directors and within agreed budgetary limits. Responsible to: A District Manager A Company Director Liaises with: Directors Other Director's Table Managers Limits of Authority: According to each establishment Main Duties: To purchase quality produce effectively, through appointed suppliers or a retail outlet, at the best possible prices. To check the quality of delivered items, ensuring that deliveries agree with orders. To ensure that all commodities, i.e. fresh food, dry goods and cleaning materials, are correctly stored. To compile menus and calculate costs thereof for daily and special requirements. To be totally aware of each customer's preferences of food and wine and ensure that these preferences are adhered to. To be continually aware of and maintain the highest standards of personal hygiene and dress. To complete or ensure timeous completion of all administrative work. To cook food carefully to each

customer's taste and ensure that favourite recipes are available to any relief manager. To present prepared food attractively and tastefully. To serve meals and ensure that service is professional, discreet and personalised. To be continuously aware of and respond to the needs of the customer. To maintain a high, yet not overpowering profile in the dining room. To ensure that hygiene standards in all areas, i.e. kitchen, stores, dining room, etc., far exceed commonly accepted standards. To ensure maximum security of all areas under your control, paying particular attention to valuable assets, i.e. silverware, crystalware, etc. To ensure that washing up is done carefully and that all items are returned to their correct storage place after use. To ensure that all areas are tidied up after each function so that they are open for inspection at any time. To ensure consistency in the production of food, whether this is served in the company dining room or at the home of one of the directors. To carry out stocktakes at the required intervals. To ensure that the printed menus are correct and no spelling mistakes occur.

CLUB MANAGER
Job Title: 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 correctly and promptly. To order consumable and nonconsumable 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.

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

 To ensure that all information which is required to compile meaningful budgets is available at all times.

HEAD CHEF
Job Title: Head Chef Place of Work: A hotel or restaurant Scope and General Purpose: To provide an efficient and cost effective food service. 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. 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.

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 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 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.

SOUS CHEF
Job Title: Sous Chef Place of Work: Kitchen of a hotel restaurant or a large 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 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.

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 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.

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. 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 bainsmarie 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. 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.

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 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 preFront of House 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. 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.

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. 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. 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.

FOOD & BEVERAGE CONTROLLER

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

passed freely to Heads of Department so they can take appropriate action in the event of adverse results. To ensure a smooth working relationship with other departments, avoiding antagonism in sensitive areas. To ensure that the prices entered in programmed or computerised cash registers are correct and updated when necessary. To ensure that menus are costed regularly. To ensure goods receiving procedures are strictly adhered to. To prepare feasibility studies as required. To carry out regular training/coaching sessions to ensure that staff are performing their duties correctly. To carry out regular performance appraisals, identifying areas for development and training needs and ensuring that this training is effected.

BOTTLE STORE MANAGER

Job Title: 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. 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 upto-date AT ALL TIMES and that items are correctly priced. To ensure that cashing-up procedures are strictly adhered to. To ensure that attendance registers are completed daily in accordance with statutory procedures. To ensure that returns are correctly accounted for and stored under strict security conditions. To ensure maximum security of all areas under your control. To ensure that deliveries are organised in such a manner that customer service is not interrupted, stocks unloaded and stored as quickly as possible. To ensure that the collection of empties and delivery of goods is STRICTLY supervised to minimise loss and pilferage. To regularly check all refrigeration equipment and ensure preventative maintenance 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 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.

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

exits, including those normally used by customers, as well as fire escapes. To carry out on-the-job training to ensure subordinate staff can carry out their duties effectively. To be continually aware of, and maintain, the highest standards of personal hygiene and dress. To ensure that any subordinate staff adhere to, and maintain, the highest possible standards of personal hygiene and dress. To attend meetings and training courses as required. To take part in fire drills and evacuation drills at required intervals.

HOTEL BUTCHER
Job Title: 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 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. 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.

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 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.

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 Manager of House required standards and served promptly, professionally and courteously. To ensure that the night cleaning staff are carrying out the duties allocated to them. 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.

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

 To ensure that breakfast preparations are on time and that orders for early breakfasts have been effected. To ensure that notice boards have been updated for the coming day's business. To complete a night report detailing complaints, emergencies, incidents, maintenance or security needs, as well as a summary of action taken.

BANQUETING CO-ORDINATOR
Job Title: 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 co-ordinator and assistant manager Liaises with: Back of the house staff Housekeeper Head Chef Limits of Authority: To be agreed Main Duties: To discuss the function with a client, ascertaining and noting his exact needs. To show the client the various facilities available, advising and discussing the merits of the various options. To advise and discuss the choice of menus. To advise and discuss alcoholic and non-alcoholic beverage requirements. To advise and discuss table plans. To ascertain what entertainment, if any, is required. To ascertain what table appointments, e.g. flowers, are required. To confirm the availability of the facilities required. To monitor and control provisional and confirmed function bookings and ensure that no double bookings occur. To confirm all details in writing to the guest. 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.

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 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 scare. To carry out regular training and coaching sessions so that staff can perform their duties effectively. To be fully conversant with and practise good industrial relations procedures, ensuring fair and equitable discipline. To ensure that the causes of staff grievances are investigated and actioned. To take the necessary action and complete relevant documentation in the event of fire, theft or burglary. To ensure maximum security of all areas under your control. To relieve in another company outlet as required. To attend meetings and training courses as required. To complete, on the required format, all information necessary for budgetary purposes.

ROOM SERVICE MANAGER

Job Title: 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 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. To ensure that operating equipment is used properly and not abused. To be aware of all statutory regulations affecting safety and ensure that any safety hazard is rectified. To ensure fair and equitable discipline is effected. To investigate and action the causes of staff grievances. To ensure effective communications by attending meetings as required and holding regular departmental meetings to impart information. To hold regular on-the-job training and coaching sessions to ensure that staff can perform their duties correctly. To ensure that VIP's are timeously identified and that their presence is known to all staff. To maintain a daily report of events and complaints, also noting what action was taken. To ensure that all staff are security conscious and report any strangers to security immediately (prostitution, etc). To administer tronc in a fair and equitable manner. To hold regular performance appraisals, identify areas for development and training, and

ensure that this training is carried out. To prepare, on the required format, all information necessary for budgeting purposes.

STOREKEEPER
Job Title: 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 non-perishable 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. 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. 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.

RECEPTIONIST
Job Title: Receptionist Place of Work: A hotel Scope and General Purpose: To greet guests and allocate rooms according to laid-down procedures Responsible to: Head Receptionist Responsible for: No-one Limits of Authority: According to each establishment Main Duties: To greet the customer and identify his specific reservation. To register the guest, ensuring that the necessary details are obtained, i.e. name in full, address, whether company or private booking, special rate, allowances, VIP, charge details, nationality, passport number, etc. To allocate room according to reservations list, ensuring that this is what the guest has booked, both in terms of the room itself and the rate to be paid. To issue the key card. To liaise or alert hall porter so that the guest's luggage is taken to his room and the key issued. To update occupancy list, giving copies to hall porter and telephonist. To ensure that all departments, particularly restaurants, are notified of the tariff entitlements. To complete office bulletin book.

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

GENERAL ASSISTANT - GRADE 1

Job Title: 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 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-enplace, 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.

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 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 laiddown 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.

GUEST SERVICES MANAGER

Job Title: Guest Services Manager Place of Work: Scope or General Purpose: Responsible to: Responsible for: Liaises with: Limits of Authority: Main Duties: Responsible for training Guest Services Attendants in every aspect of their job: - Answering calls - Greeting guests - Hold mail procedure - Knowledge of services provided by the hotel - Knowledge of all aspects reflected on Guest Services Directory e.g. shopping, doctor, etc. - CLS system - Message procedure - Asking/communicating with guest as to achieve rapport and create ambience - Knowledge of company Mission, Vision and Values - Recommend other hotels in group, etc. In the morning talk to departing guests, ensure they enjoyed their stay. Complete Guest Questionnaires with departing guests. Assist departing guests with forward bookings. Print special arrivals list in morning and together with GM review arriving guests, identifying Frequent Guests and VIP's and Return Guests. Complete VIP and Return Guest form. Complete Return Guest gift list. Complete Frequent Guest list. Allocate rooms to VIP and Return Guest and ensure welcome letters, welcome back letters and gifts are place in room. Check allocated rooms for cleanliness and that guest supplies are in room. Spend time on desk ensuring Guest Service Attendants are following procedures, train and guide where necessary. Make presence felt in Restaurant and Bars and Banqueting during lunch and assist where needed. Ensure once a week the "Meet the Management Cocktail Party" takes place by sending invitations to regular guests. In early evening/later afternoon, prepare punch in summer, sherry in winter for incoming guests. Meet incoming guests, offer punch or sherry and ensure that they all feel welcome. 00000000. Responsible for "Hospitality Promise" .Customer service delivery and recovery (actively elicit customer complaints, customer suggestion box, action and give feedback to customers) .Conduct face-to-face customer surveys .Monitor employee morale & motivation levels of front-ofhouse staff (liaise with HR and

FOM/RDM?)

Tasks 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 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 Initiative 2.5

Perseverance Assertiveness Analytical ability Judgement Decisiveness Communication Task structuring Presentation skills Flexibility
K:\WP51\TRACY\JOBDESCR

3 3 2.5 2.5 2.5 2.5 2.5 1 2.5

Planning/organising/contr ol Team building orientation Negotiating skills Customer focus/service

2 2.3 2 2.5

K:\WP51\TRACY\JOBDESCR

Tasks 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

Skills 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 Initiative 2.5

Perseverance Assertiveness Analytical ability Judgement Decisiveness Communication Task structuring Presentation skills Flexibility Planning/organising/contr ol Team building orientation
K:\WP51\TRACY\JOBDESCR

2.5 2 2.5 2.5 2.5 2 2 1 2 2 2

Negotiating skills Customer focus/service

2 2

K:\WP51\TRACY\JOBDESCR

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 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 Analytical ability 2

Judgement Flexibility Decisiveness Planning/organising/contr ol Initiative Assertiveness Verbal communication Written communication Negotiating skills Oral presentation skills Customer focus Individual leadership

3 3 2.5 2 2 2 2 2 2 1 3 2

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K:\WP51\TRACY\JOBDESCR

Tasks 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 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 Initiative 4

Perseverance Assertiveness Analytical ability Judgement Decisiveness Communication Task structuring Presentation skills Flexibility
K:\WP51\TRACY\JOBDESCR

3 3 3 3 3 4 3 2.5 3

Planning/organising/contr ol Team building orientation Negotiating skills Customer focus/service

3 3 2.5 4

K:\WP51\TRACY\JOBDESCR

Tasks 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 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 Initiative 2.5

Perseverance Assertiveness Analytical ability Judgement Decisiveness Communication Task structuring Presentation skills Flexibility
K:\WP51\TRACY\JOBDESCR

3 3 2.5 2.5 2.5 2.5 2.5 1 2.5

Planning/organising/contr ol Team building orientation Negotiating skills Customer focus/service

2 2.3 2 2.5

K:\WP51\TRACY\JOBDESCR

NIGHT MANAGER
Tasks 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 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 Assertiveness Analytical ability Judgement Decisiveness Communication Task structuring Presentation skills Flexibility
K:\WP51\TRACY\JOBDESCR

3 3 2.5 2.5 2.5 2.5 2.5 1 2.5

Planning/organising/contr ol Team building orientation Negotiating skills Customer focus/service

2 2.3 2 2.5

K:\WP51\TRACY\JOBDESCR