Job Roles In The Hospitality And Catering Industry

Question 1

What are the 4 roles in hospitality and catering

Answer 1

. Mangers
. Administrators
. Front of house staff
. Back of house staff

Question 2

What do mangers do?

Answer 2

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

Question 3

Examples of managers in a large hotel

Answer 3

• 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

Question 4

What do administrators do

Answer 4

•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 details, customer bookings, tax forms
• Order supplies for the business
•Manage events
• Organise ITC support
•Organise the manager’s diary and appointments

Question 5

Examples of what administrators do in a large hotel

Answer 5

• Secretaries
• Assistant/Deputy Managers
• Accountant
• Cashier

Question 6

What do front house staff do

Answer 6

• 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

Question 7

Examples of front house staff in a large hotel

Answer 7

• Receptionists
• Valets and drivers
• Waiters and waitresses
• Bartenders
• Cashier

Question 8

What do back of house staff

Answer 8

•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

Question 9

Examples of what back of house staff do in a large hotel

Answer 9

Stockroom Manager
• Kitchen brigade (see p16)
• Maintenance team
• Gardeners/Groundskeeper
• Security guards
• Cleaners
• Guest room attendants