Job Roles Flashcards
What are the 4 job roles in a hotel
Managers, Administrators, Fromt of house staff, Back of house staff
What do managers do
Responsible for the smooth running of a business
Responsible for the finances and security
Employment (and dismissal) of staff
Staff training, development and promotion
Responsible for making sure customers are satisfied with the service they receive
Plan and develop the business for the future
Responsible for the health, safety and welfare of customers and staff
Responsible for the cleaning. maintenance of the buildings and infrastructure (water, gas, electricity, etc.)
Responsible for making sure the laws on health, safety and employment are followed correctly
Deal with problems and complaints
What do administrators do
Help the business to run smoothly
Sort out and deal with correspondence (letters, emails and phone calis)
*Typing, filing and organisation of paperwork, e.g. staff detalls, customer bookings, tax forms
Order supplies for the business
Manage events
Organise ITC support
Organise the manager’s diary and appointments
What do front of house do
Represent the business
Help to promote the reputation of the business (and therefore its level of success)
Work in direct contact with customers
Act as a vital link between the customers and the back of house staff
Take bookings
Check customers in and out of the establishment
Deal with customers’ questions and problems
Help customers to their rooms
Set up rooms for meetings
What do back of house staff do
Buy and organise supplies
Prepare and cook food
Store and organise drinks
Clean all areas of the hotel
Make sure that guest rooms. communal areas, dining rooms, conference facilities, bathrooms and other facilities are clean, tidy, safe, pleasant and comfortable
Maintain all areas (inside and outside) of the hotel building and grounds (e.g. replace light bulbs, mend broken appliances, cut the grass, etc.)
Maintain security
Examples of managers in a large hotel
General Manager
Finance Manager
Sales/Reservations Manager
Front Office Manager
Head Receptionist
Human Resources (staff) Manager
Restaurant Manager
Conference Manager
Food and Beverage Manager
Executive Chef
Logistics Manager (purchase of supplies, cleaning, maintenance, security, ICT)
Head Housekeeper
Examples of administrators in a large hotel
Secretaries
Assistant/Deputy Managers
Accountant
Cashier
Examples of front of house staff in a large hotel
Receptionists
Valets and drivers
Waiters and waitresses
Bartenders
Cashier
Concierge
Examples of back of house staff in a large hotel
Stockroom Manager
Kitchen brigade
Maintenance team
Gardeners/Groundskeeper
Security guards
Cleaners
Guest room attendants
Hieracrhy of chefs
Executive head chef, sous chef, chefs de partie, commis chef, relief, expeditor, kitchen porter
Back of house
Buying and organising supplies. Storing preparing food. Clean and keep everything maintained.
Front of house
Representing and promoting business. Working directly with customers
