POSITION DESCRIPTION

Position Title: Cook

Department: Food and Beverage
Reports To: Portfolio Manager / Head Chef
Key Internal Relationship All Kitchen Team Members
Position Banding: Front – line Operational, Hotel

POSITON SUMMARY:
This position is responsible for assisting the Head chef and kitchen brigade with the smooth
operations of the various kitchens by performing cooking and food preparation duties. A cook
may prepare and present hot and cold dishes for the various outlets and prepare and present
morning and afternoon meals and banquet offerings. This position is required to contribute to
the provision of high quality food products and services as part of the kitchen team.
Definitions:
KRA: Key Responsibility Area
KPI: Key Performance Indicator, how the task is measured

KRA 1: Food Preparation and service

Ensure food is prepared to appropriate standards.
Responsibilities
- Ensure food is prepared in line with
standard recipe cards.
- Preparation lists are completed in a
timely manner.
- Mise en place to be completed as
outlined in the kitchen operation
handbook
- Finished plates served in line with
guidelines set out in the standard
recipe cards.
- Output is consistent with standard
recipe cards.
- Meals are served within reasonable
timeframes
- Product knowledge of all items on all
current menus within areas worked.
KPI’s
- Compliance with standard recipe
cards.
- Agreed timeframes are achieved.
- Sections set correctly dependent on
service period.
- Par levels are met.
- Meals are compliant with standard
recipe cards (SRC).
- Meals are consistently an accurate
representation of the photos in the
SRC.
- Wait times are within reasonable
standards.
- Sound product knowledge.
- Able to provide assistance with menu
guidance to front-of-house team
members

KRA 2: Food Safety, storage and hygiene.

Observe food safety practices to ensure the safe handling, storing of food items to prevent the
spread of germs and disease in the kitchen.
Responsibilities KPI’s
- Date label all food as outlined in the - All food correctly labelled.
kitchen operations handbook
- Ensure food intended for display in - Mystery Shopper Feedback
public areas is displayed neatly and
 attractively and at the appropriate
temperature according to hygiene and
safety principles and procedures.
- Store all food as outlined in the kitchen
operations handbook
- Receive good as outlined in the kitchen
operations handbook
- Always portion, plate and serve food
according to hygiene and safety
principles and procedures in a time
efficient manner.
- Ensure no cross contamination occurs
within the kitchen.
- Ensure kitchen is cleaned at the end of
service periods.
- Report any shortages in stock to
appropriate stakeholders.
- Maintain personal hygiene at all times
- Maintain a clean workstation at all
times
- Ensure daily, weekly and monthly
routine cleaning and preventable
duties related to all kitchen facilities
are conducted to the required health
standards.
KRA 3: Customer Service.
Provide a high level of customer service at all times that is courteous, helpful, friendly and
efficient.
Responsibilities
- Greet all guests in a friendly and
courteous manner.
- Provide a high level of customer
service to guests, visitors and fellow
employees
- Follow the FIFO rules when using all
fridges and freezers
- Return items to their designated
locations.
- Goods received in the correct process,
signed, accounted, checked and
packed away in a timely manner.
- SRC’s followed.
- Guest feedback
- Use of correctly colour coded
chopping boards
- Cleaning checklist completed.
- No products out of stock, par levels
maintained.
- Wash hands regularly
- Ensure a clean uniform
- Workspace is kept to a clean and
hygienic standard.
- Areas are kept clean, free from rubbish
and no barriers blocking exit paths,
stairways.
- Cleaning Rosters adhered to and filled
out.
KPI’s
- Positive feedback received from
guests and staff.
- Where the guest’s name is known, this
is used during all interactions.
- Greets and farewells on guests on
each occasion.
- Positive feedback received from
guests.
- Positive interactions are displayed
with team members as and when
required
- Verbally acknowledges guests when
unable to attend to guests
immediately.
- Display positive body language in all
interactions with customers, including
smiling, straight posture.

- Effectively manage customer
complaints
- Knowledge of the hotel activities,
functions, events and promotions and
provides accurate information to all
guests.
KRA 4: Compliance
Adherence to standards, guidelines and procedures set to ensure the safety and well-being to
all guests, visitors and employees.
Responsibilities
- Maintain a safe, clean and
comfortable environment for guests,
visitors and employees in accordance
with hotel policies and procedures
- Works in a safe manner using safety
equipment and PP&E where provided
- Maintain confidentiality on the hotel
business affairs at all times.
- Adhere to the weekly staff roster
ensuring punctuality
- Treat all guests and colleagues from all
cultural groups and backgrounds with
respect.
- Provides guidance, support and assists
with training requirements for new
employees.
- Responds to on-the-spot guests
complaints and manages and rectifies
issues within scope of authority.
- If a matter has escalate beyond their
control, reports this to the Manager on
Duty.
- Takes every opportunity to be a
salesperson by actively selling of
special promotions and facilities
available within the hotel.
- Keeps up-to-date with hotel functions
and can easily communicate and
appropriately inform guests and
customers of services and facilities.
- If unable to respond to a customer
query, seeks out information and
follows-up with the individual to
ensure they received the correct
information.
KPI’s
- Ensure working station is left in good
working order, stocked and ready for
the next employee’s shift
commencement.
- Abides by hotel policies and licensing
requirements of the Local
Government Unit.
- Reports all near misses, incidents and
accidents to the Duty Manager
immediately
- Any hazards or risk identified are
immediately reported to the Duty
Manager.
- Removes any hazards that can be
rectified immediately without harming
themselves or other individuals.
- Abiding by safe work practices and or
safe manual handling techniques.
- Abides by the confidentiality policy.
- Does not spread rumours or gossip
about guests and staff.
- Always punch in or out for shifts,
including breaks.
- Is punctual and commenced shift at
the rostered time.

- Actively participates in training related
to their role.
KRA 5: Communication
Provide concise and effective communication at all times, whether verbal or written to ensure
the correct message has been conveyed.
Responsibilities
- To provide and facilitate effective
coordination and communication
between all of the banquet areas.
- Attend monthly banquet meetings and
other meetings when and where
required.
- Provide management with accurate
and timely information when and
where required.
- Ensure all operational details relevant
to catering for entertainment,
promotions, functions and guest’s
activities are communicated.
- Attend shift briefings when and where
required.
- Communicate courteously
- Refrain from using behaviors that are
abusive, intimidating or patronizing
- Notifies the Duty Manager of any
changes the approved schedules of
manning.
- Obtains the necessary certificates to
perform the inherent requirements of
the role. This may include refresher
certificates obtained where required.
- Actively participates in scheduled
training programs provided by the
hotel.
KPI’s
- Input into monthly meeting agenda
- Attendance at all required meetings
- Reports communicated in timely
manner
- Special Signage up to date and
communicated to all Staff
- Actively attend communication
briefings and sessions, provide
constructive feedback.
- Provides regular feedback to
Managers that will improve
efficiencies of the outlet/department.
- Immediately report any issues with
systems or procedures and where
possible identify solutions to
issues/matters.
- Clearly communicates with internal
and external customers, demonstrate
respect in all interactions.
- Follows the grievances procedure as
required and clearly communicates in
a clear and calm manner
- Do not misrepresent the hotel by
comments made verbally or via online
sites such as social networking or blog
sites, abide by Social Networking
policy.
- Abides by the hotel policies.
- Interacts positively with guests and
internal customers.
COMPETENCIES:
Critical Competencies:

Competency Definition
- Listens, interprets and conveys information, both written and
Communication /or verbal, in a clear, concise and objective manner.
- Delivers information in a timely manner, has quality
conversations, establishes credibility, and provides accurate
and consistent messages.
- Selects the most appropriate method of communication for
the situation, adapting messages to the targeted audience.
Relating to others - Relates to people across various levels, and supports others
through active listening and sharing ides and opinions in an
open and honest manner.
- Recognises individual differences, picks up on social cues and
adapts style to communicate with impact.
- Shows empathy, respect and consideration to others, uses
diplomacy and tact, and tailors approach to suit different
situations.
Persuading & - Persuades, convinces and influences the attitudes and
Infuencing opinions of others to gain their commitment.
- Knows how to use coherent and persuasive arguments to
convice and establish grounds of agreement.
- Considers different opinions, learns about and acknowledges
the points of view and needs of other people in order to define
a method of influence.
Customer Focus & - Anticipates, understands and is responsive to different
Delivering customers’needs, providing quick and effective solutions for
Expectations the customer
- Takes personal responsibility and consistently follows through
and delivers in order to meet or exceed customer
expectations.
- Is committed to delivering a high standard of customer service
and engages in quality conversations with customers.
Team Orientation - Gets along well and cooperates with others, appreciates
different viewpoints and builds a positive team morale.
- Recognizes the need to work with other parts of the business
to progress goals, and considers how different business areas
relate
- Is an active participant in the team, shares knowledge, and
collaborates with others.
Task Focus & Work - Adopts a structured, methodical and efficient approach to
Approach tasks, with appropriate attention to detail
- Is process-oriented, and balances efficiency, speed and
accuracy
- Manages time against key priorities, multi-tasks, and
maintains concentration and focus on the successful
completion of tasks
Compliance - Consistently acts in accordance with the requirements of
relevant rules.
- Respects existing rules, follows due diligence, and is willing to
company with organizational standards and procedures.
- Actively ensures the work environment is free from hazards
and follows policies and procedures with respect to health,
safety and risk mitigation.
Problem - Solving - Investigates and asks relevant questions to identify and gather
data and information
 - Looks beyond the obvious, thinks outside the box, and does
not stop at first answers
- Through gathering relevant information, is able to solve
problems with effective solutions
Coping with Pressure - Can be relied upon to maintain a consistent and stable
approach, demonstrates patience and perseverance to work
through tough times and does not show frustrations when
restricted or blocked.
- Self-disciplined, maintains a positive approach at work and
handles difficulties in a professional manner.
- Resilient, copes well with stress and pressure, remains calm,
composed and does not become defensive or irritated when
experiencing difficulties.
Self – Reliances & - Solicits and is receptive to feedback and coaching, is proactive
Initiative regarding own performance, learns from mistakes and builds
on strengths and develops weaknesses.
- Self-directed, motivated and confident, to identify what needs
to be done and take action before being asked, proactively
seeking information, and thinking for themselves.
- Takes responsibility and accountability for own actions,
learning and results.

Competency Definition
Negotiation & Conflict - Able to negotiate with others to achieve win-win outcomes
Resolution - Assertive when required and able to overcome objections in a
positive manner.
- Manages conflict or complaints appropriately, diffuses high-
tension situations comfortably, and make judgements as to
when to escalate issues.
Adaptability & - Receptive to change, makes positive use of the opportunities
Responding to change change initiatives present, is not knocked off balance by the
unexpected.
- Keeps up with the speed of change, has the flexibility to adapt
to different situations at the time they are encountered.
- Adaptable, tolerant of ambiguity, works well without clear
structure, and is comfortable with changes to process and
policies.