hospitality, leisure, travel & tourism the sector skills ... sector skills council for...

1

Hospitality, Leisure, Travel & Tourism

The Sector Skills Council for Hospitality, Leisure, Travel andTourism is People 1st.

Contents

Page number

1. Hospitality, Leisure, Travel & Tourism overview 22. Food & service management (sometimes known as Contract catering)33. Gambling 594. Hotels 1015. Pubs, bars & nightclubs 1626. Restaurants 2087. Self catering accommodation, holiday centres & youth hostels 2548. Travel & tourist services 3069. Visitor attractions 35910. Hospitality services 398

2

1. Hospitality, Leisure, Travel & Tourism overview

People1st is responsible for the Hospitality, Leisure, Travel & Tourism sector. This coversalmost 2 million people (1,887,800) working across 14 main industries. These industries arelisted below.

Food & service management (contract catering) Events Gambling Holiday parks Hospitality services Hostels Hotels Membership clubs Pubs, bars and nightclubs Restaurants Self catering accommodation Tourist services Travel services Visitor attractions

Many of these industries overlap and certain distinct areas of work fall more broadly within otherindustries. The events industry, for example, is often found within hotels (such as a weddingplanner employed in a hotel) or holiday parks (where evening entertainment is commonlyprovided). In addition, many of the core occupations in the hospitality, leisure, travel & tourismsector are common to all the main industries. For example, whilst the primary aim of visitorattractions such as Alton Towers is to offer theme park attractions to visitors, they also haveplaces to eat and drink meaning that catering staff are important to this industry.

For these reasons, the 14 main industries are usually combined and analysed along the followingcategories:

Food & service management (sometimes known as Contract catering) Gambling Hotels Pubs, bars & nightclubs Restaurants Self catering accommodation, holiday centres and youth hostels Travel & tourist services Visitor attractions Hospitality services

3

2. Food & service management (contract catering)

2.1 A brief description of what the sub-sector covers at UK level

Food & service management providers support a number of wider industries ranging fromtraditional hospitality based industries such as hotels and restaurants to other areas such aseducation and oilrigs.

Traditionally the industry has provided food and drink, but providers are increasingly focusing onwider facilities management, including housekeeping services, linen and security. While theycan be found in most industries, areas in which food & service management providers operatecan be grouped together in the following:

Travel Business Retail Education Health care Remote and offshore locations Corporate hospitality and executive dining Government and local authority provision Leisure venues and events (inc. concerts, regattas, sporting events as well as weddings

and parties)

The industry overlaps with other industries and there is often confusion between food service &management and hospitality services. The key difference is ownership. If the catering ismanaged in-house by say a retailer or local authority then it is ‘hospitality services’. If it isoutsourced to an external provider then it falls into the food service & management provisioncategory.

2.2 Information on careers available and new emerging jobs, transferability of skills careerpaths and opportunities for progression

As the food & service management industry is so wide ranging there are a wide variety of jobscovering almost all jobs you might expect from an industry rooted in hospitality and some youmight not. These range from kitchen assistants and chefs through to supervisory andmanagerial positions.

For a lot of the ‘entry level’ positions, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles, suchas bar staff or waiting staff, good people skills and an appreciation of the importance ofcustomer service are an advantage. Progression in the industry is most likely for committedworkers who are willing to take on new responsibilities.

Many industries within the hospitality, leisure, travel & tourism sector find it difficult to hang on totheir staff as employees sometimes do not stay in their job for long. Individuals who showenthusiasm and commitment to their job are therefore often rewarded by employers with rapidprogression up the ladder.

Individuals wishing to move into higher level positions in this industry would likely require previousmanagerial experience and be able to display a solid understanding of the industry.

For further information on careers paths, please refer to www.uksp.co.uk.

4

2.3 Information on pay scales in the sector

Assistant Bar ManagerCan also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Team Leader, PubSupervisor, Assistant Pub ManagerSalary: £16-21k per year

Assistant General ManagerCan also be called: Deputy Manager, Duty Manager, Deputy General Manager, Senior AssistantManager, Assistant Manager, Hotel Operations ManagerSalary: £21-35k per year

Assistant Head HousekeeperCan also be called: Housekeeping Manager, Facilities Manager, Housekeeping Director,Housekeeping Office Co-ordinatorSalary: £16-25k per year

Assistant Restaurant ManagerCan also be called: Food Service Manager, Food Service Supervisor, Duty ManagerSalary: £16-21k per year

Bar ManagerCan also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Trainee AssistantManager, Team Leader, Pub Manager, Pub LandlordSalary: £20-35k per year

Bar PersonCan also be called: Bar Tender, Bar Keeper, Bar Server, Drinks Server, Bar Maid, Bar Man, BarBackSalary: £11-20k per year

ChefCan also be called: Food Service Supervisor, Kitchen Manager, Executive Chef, DietaryManager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £15-20k per year

CleanerCan also be called: Caretaker, JanitorSalary: £11-14k per year

Conference & Banqueting ManagerCan also be called: Conference Services Manager, Catering Manager, Convention ServicesManager (CSM), Conference Planner, Director of Conference Services, Conference Manager,Conference Planning Manager, Event Manager, Catering and Convention Services Coordinator,Catering and Convention Services ManagerSalary: £22-35k per year

Crew MemberCan also be called: Prep Cook (Preparation Cook), Food Service Worker, Food Service Aide,Dietary Assistant, Food Preparer, Pantry Cook, Deli Clerk (Delicatessen Clerk), Deli Worker(Delicatessen Worker), Drive Thru Window Order Taker, Front Line Worker, Catering AssistantSalary: £11-13k per year

Floor Manager

5

Can also be called: Food Service Manager, Food Service Supervisor, Deputy Manager, DutyManagerSalary: £14-18k per year

Food & Beverage ManagerCan also be called: Restaurant Manager, Food Service Manager, Food Service Director, BanquetManager, Restaurant General Manager, Catering Manager, Director of Food and Beverage,Kitchen Manager, Dining Room Manager, Pub & Restaurant ManagerSalary: £18-35k per year

Front Office ManagerCan also be called: Front of House Manager, Front Desk Manager, Director of Front Office, HotelManager, Bed and Breakfast InnkeeperSalary: £22-28k per year

Front of House ManagerCan also be called: Front Office Manager, Front Desk Manager, Director of Front Office, HotelManager, Bed and Breakfast Innkeeper, Customer Services Manager, Front of House SupervisorSalary: £26-33k per year

General ManagerCan also be called: Operations Manager, Director of Operations, Area Manager, Store Manager,Chief Operating Officer (COO), Chief Operations Officer, Resort Director, Unit Manager,Restaurant Manager, Attractions ManagerSalary: £21-55k per year

Head ChefCan also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, Executive Chef,Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £20-45k per year

Head HousekeeperCan also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner, Directorof Conference Services, Conference Manager, Conference Planning Manager, Events Manager,Catering and Convention Services Coordinator, Catering and Convention Services ManagerSalary: £16-27k per year

Head PorterCan also be called: Concierge, Guest Service Agent, Bellman, Chef Concierge, Club Concierge,Hotel Concierge, Front Office Manager, Guest Service Supervisor, Activities Concierge,Conference ConciergeSalary: £13-17k per year

Housekeeping SupervisorCan also be called: Housekeeping Deputy, Facilities Duty Manager, Housekeeping Supervisor,Housekeeping Deputy managerSalary: £13-17k per year

Head ReceptionistCan also be called: Reception Supervisor, Administrative Supervisor, Office Manager, MemberServices Manager, Front Desk Manager, Reception ManagerSalary: £20-24k per year

6

Head WaiterCan also be called: Chef De Rang, Restaurant Supervisor, Maitre d'Hotel, Assistant RestaurantManagerSalary: £14-25k per year

Junior/ Commis ChefCan also be called: Commis Chef, Trainee Cook, Trainee Chef, Apprentice Chef, FoodPreparation AssistantSalary: £10-16k per year

Junior WaiterCan also be called: Commis Waiter, Commis Chef de Rang, Trainee Waiter, Food ServiceAttendant, Food Service Apprentice, Junior Floor Tender, Junior Table Tender, Table Back,Runner, BusserSalary: £11-14k per year

Kitchen PorterCan also be called: Kitchen Assistant, General Assistant, Food Service Assistant, KitchenHygiene AssistantSalary: £11+k per year

Linen Room AssistantCan also be called: Laundry Assistant, Housekeeping AssistantSalary: £11+k per year

OwnerCan also be called: Business Owner, Operator, Proprietor, Patron, LandlordSalary: £30-200k per year

PorterCan also be called: Concierge, Bellman, Bell Captain, Bellhop, Bellperson, Bell Staff, BellmanDriver, Bellstaff, Valet, DoormanSalary: £11-15k per year

ReceptionistCan also be called: Receptionist, Administrative Assistant,Secretary, Community Liaison,Member Service Representative, Office Assistant, File Clerk, Front Desk Receptionist, Greeter,ReservationistSalary: £12-18k per year

Regional ManagerCan also be called: District Manager, District Sales Manager, Division Manager, BusinessDevelopment ManagerSalary: £45+k per year

Restaurant ManagerCan also be called: Food Service Supervisor, Food Service Director, Food Service Manager,Supervisor of Food and Nutrition Services, Cafeteria Manager, Fast Food Manager, GeneralManager, Assistant Restaurant Manager, Assistant Unit Manager, Assistant Manager, CateringManager, Catering Supervisor, Front of House Manager, Pub and Restaurant ManagerSalary: £16-30k per year

Room AttendantCan also be called: Housekeeper, Environmental Services Worker, Housekeeping LaundryWorker, Environmental Services Aide, Housekeeping Aide, Cottage Attendant, Room Cleaner

7

Salary: £11+k per year

Sales AgentCan also be called: Junior Sales and Marketing Officer, Junior Sales OfficerSalary: £15-20k per year

Sales ExecutiveCan also be called: Sales and Marketing Officer, Sales and Revenue OfficerSalary: £22-26k per year

Senior ManagerCan also be called: District Manager, District Sales Manager, Division Manager, BusinessDevelopment Manager, Area ManagerSalary: £45+k per year

Senior/Sous ChefCan also be called: Sous Chef, Kitchen Supervisor, Head Cook, Senior Cook, Second ChefSalary: £17-28k per year

Trainee Crew MemberCan also be called: Junior Prep Cook (Preparation Cook), Trainee Food Service Assistant,Trainee Food Preparer, Trainee Drive Thru Window Order Taker, Trainee Catering AssistantSalary: £11+k per year

WaiterCan also be called: Table Server, Table tender, Food Service Assistant, Floor Tender, WaitressSalary: £12-16k per year

Wine WaiterCan also be called: Sommelier, Chef de VinSalary: £13-35k per year

Yield and Sales ManagerCan also be called: Revenue Manager, Sales Manager, Efficiency CoordinatorSalary: £22-28k per year

2.4 Information on entry requirements, application processes (e.g. Apprenticeships)

The majority of ‘entry level’ jobs in food & service management do not have any formal entryrequirements. Some previous experience is always an advantage but, more generally,employers prefer individuals with good communication and team working skills.

For jobs which are public facing, such as waiting staff, good people skills and customer serviceare a definite advantage.

The apprenticeship in hospitality and catering is a work based training programme. It is aimedat people at the start of the career in the industry and provides the apprentice with relevant skillsand knowledge whilst gaining experience in the job. The apprenticeship programme is designedso that apprentices in a variety of different job roles can select learning which is most appropriateto their occupation.

To find out more about apprenticeships please go to the website www.apprenticeships.org.uk

8

If you are interested in becoming an apprentice you can contact an employer who takes onapprentices. They will usually send you information about the training they offer. As a start, itwould be useful to look at the UKSP Good Employer Campaign (www.uksp.co.uk).

2.5 Qualifications

There are many different qualifications relevant to the various occupations in the food & servicemanagement industry.

Listed below are a number of these with links to detailed information about each qualification.

Qualification Link to further information

Diploma in Licensed Hospitality http://www.uksp.co.uk/qualifications.aspx?QualID=654

Elementary Food Hygiene http://www.uksp.co.uk/Qualifications.aspx?QualID=862

HACCP for Caterers http://www.uksp.co.uk/Qualifications.aspx?QualID=863

HNC in Professional Cookery http://www.uksp.co.uk/Qualifications.aspx?QualID=866

Intermediate Food Hygiene http://www.uksp.co.uk/Qualifications.aspx?QualID=875

Intermediate HACCP Practices http://www.uksp.co.uk/Qualifications.aspx?QualID=876Level 1 Diploma in Introduction toProfessional Cookery http://www.uksp.co.uk/Qualifications.aspx?QualID=637Level 1 NVQ in Cleaning and SupportServices http://www.uksp.co.uk/Qualifications.aspx?QualID=682Level 2 Apprenticeship in Hospitalityand Catering http://www.uksp.co.uk/Qualifications.aspx?QualID=640

Level 2 Award in Cleaning Principles http://www.uksp.co.uk/Qualifications.aspx?QualID=663Level 2 Award in Food Safety inCatering http://www.uksp.co.uk/Qualifications.aspx?QualID=642Level 2 Award in Health and Safety inthe Workplace http://www.uksp.co.uk/Qualifications.aspx?QualID=645Level 2 Award in Healthier Food andSpecial Diets http://www.uksp.co.uk/Qualifications.aspx?QualID=667Level 2 Award in Practical Food Safetyin Catering http://www.uksp.co.uk/Qualifications.aspx?QualID=668Level 2 Award in the Principles ofCustomer Service in Hospitality,Leisure, Travel & Tourism http://www.uksp.co.uk/Qualifications.aspx?QualID=669Level 2 Certificate in CleaningPrinciples http://www.uksp.co.uk/Qualifications.aspx?QualID=671Level 2 Diploma in Food and BeverageService http://www.uksp.co.uk/Qualifications.aspx?QualID=675Level 2 Diploma in ProfessionalCookery http://www.uksp.co.uk/Qualifications.aspx?QualID=638Level 2 National Certificate forDesignated Premises Supervisors http://www.uksp.co.uk/Qualifications.aspx?QualID=677Level 2 National Certificate forLicensees (Drugs Awareness) http://www.uksp.co.uk/Qualifications.aspx?QualID=678Level 2 National Certificate forPersonal License Holders http://www.uksp.co.uk/Qualifications.aspx?QualID=679Level 2 National Certificate in LicensedRetailing http://www.uksp.co.uk/Qualifications.aspx?QualID=680

Level 2 NVQ Food and Drinks Service http://www.uksp.co.uk/Qualifications.aspx?QualID=683Level 2 NVQ in Cleaning and SupportServices http://www.uksp.co.uk/Qualifications.aspx?QualID=682

9

Level 2 NVQ in Food Processing andCooking http://www.uksp.co.uk/Qualifications.aspx?QualID=648

Level 2 NVQ in Professional Cookery http://www.uksp.co.uk/Qualifications.aspx?QualID=646Level 3 Advanced Certificate in Winesand Spirits http://www.uksp.co.uk/Qualifications.aspx?QualID=690Level 3 Apprenticeship in Hospitalityand Catering (Professional Cookery) http://www.uksp.co.uk/Qualifications.aspx?QualID=641Level 3 Certificate in Management forHospitality, Leisure and Tourism http://www.uksp.co.uk/Qualifications.aspx?QualID=694Level 3 Diploma for DesignatedPremises Supervisors http://www.uksp.co.uk/Qualifications.aspx?QualID=695Level 3 Diploma in AdvancedProfessional Cookery http://www.uksp.co.uk/Qualifications.aspx?QualID=639Level 3 Diploma in Hospitality,Supervision & Leadership http://www.uksp.co.uk/Qualifications.aspx?QualID=699

Level 3 NVQ in Professional Cookery http://www.uksp.co.uk/Qualifications.aspx?QualID=647Level 4 Award in Managing FoodSafety in Catering http://www.uksp.co.uk/Qualifications.aspx?QualID=644Level 4 Diploma in Management forHospitality, Leisure and Tourism http://www.uksp.co.uk/Qualifications.aspx?QualID=703

Level 4 Diploma in Wines and Spirits http://www.uksp.co.uk/Qualifications.aspx?QualID=704

2.6 Data on employment and labour market trends and forecasts

Background information

• There are approximately 185,800 people working in the food & service management sectorthroughout the UK• 55 percent work on a full time basis, whilst 45 percent work part time• There are a greater number of women working in the sector (66 percent) than men (34 percent)

• Age profile of the people working in the sector

Age group Number Percentage

16-19 10,800 6%

20-24 15,800 9%

25-29 17,100 9%

30-34 16,700 9%

35-39 23,700 13%

40-44 28,300 15%

45-49 21,700 12%

50-54 22,300 12%

55-59 16,300 9%

60-64 10,400 6%

65-69 2,200 1%

70+ 500 0%

Total 185,800 100%(Source: Labour Force Survey 2009)

• Typical qualification levels of people in the sector

10

Qualifications Number Percentage

NVQ Level 4 32,200 17%

NVQ Level 3 33,400 18%

NVQ Level 2 57,500 31%

NVQ Level 1 and entry level 47,400 26%

No qualifications 15,200 8%


• Typical ethnic background of people working in the sector

Ethnic background Number Percentage

White 166,800 90%

Black or minority ethnic 19,100 10%


• Occupational breakdown of people working in the Hospitality, leisure, travel and tourismindustry

Each industry within the hospitality, leisure, travel and tourism sector is unique in many respects,although many include the provision of food, drink, accommodation and leisure activities. Thereare a number of ‘core’ occupations commonly found in these industries. The table below liststhese and displays the numbers working in these roles across the whole hospitality, leisure, traveland tourism sector.

Occupation United Kingdom

Hotel & accommodation managers 57,700

Conference & exhibition managers 23,700

Restaurant & catering managers 148,200

Publicans & managers of licensed premises 46,900

Chefs, cooks 255,100

Kitchen & catering assistants 394,600

Waiters, waitresses 222,200

Bar staff 197,800(Source: Labour Force Survey 2009)

• Forecasts for the occupational breakdown in the Hospitality, leisure, travel and tourismindustry

The data in the table below reflects the numbers expected to be working in a variety ofoccupational roles across the hospitality, leisure, travel and tourism sector (unfortunately thefigures cannot be broken down further to this particular industry).

The figures show the proportional change in employment between 2008 and 2017. It should benoted that this only shows the change in total employment. There will also be a great demandfor new workers to replace those people who have either changed jobs or left the industryaltogether.

11

Total employmentPercentage

change

2008 2013 2017 2008-2017

Managers and Senior OfficialsIncluding:Hotel & accommodation managersRestaurant & catering managersPublicans & managers of licensed premises 597,000 624,300 659,500 9%

Skilled Trades OccupationsIncluding:Chefs/cooks 211,900 207,800 193,800 -9%

Elementary OccupationsIncluding:Kitchen and catering assistantsWaiting staffBar staff 775,300 839,600 853,600 10%

(Source: Warwick Institute for Employment Research, Working Futures 2007-2017)

2.7 Skill shortages

Information is not available for the whole UK but it is expected that the figures for England wouldgenerally apply and have been used as a basis for the following summary. These figures alsorelate to the hospitality, leisure, travel & tourism sector as a whole as workforce sizes are notlarge enough to break the figures down by individual industry.

Percentage of employers with vacancies: 20%Percentage of employers with vacancies they’re finding difficult to fill: 8%Percentage of employers with vacancies they can’t find people with the right skills for: 4%Percentage of current workforce not fully proficient in their jobs: 9%

The five most common things which employers find difficult to find from job applications are:1. Technical, practical or job specific skills2. Customer handling skills3. Team working skills4. Oral communication skills5. Problem solving skills

(Source: National Employer Skills Survey 2009)

2.8 Information on opportunities for adults changing career direction

For those in less senior roles, there are many opportunities to take on new responsibilities anddevelop supervisory skills or team management skills. Transferable skills such as theseprovide excellent experience which can be used in almost any other industry.

Customer service skills are very important in public facing roles such as waiting staff or bar staff.Building experience in dealing with customers, especially conflict management, is a skill soughtafter in many other industries where staff deal with the public on a daily basis. Such industriesinclude, amongst many others, retail and call centres.

There are many large companies in the industry. For those who are in more senior positionsthen the skills gained through these strategic roles can, again, be transferred over to many

12

different settings. Retail, for example, which is also a very customer focused industry would be alikely area for individuals looking to change career direction.

2.9 Information on points of entry or transfer into a sector from another area or sector

Many people choose work in the industry as it offers opportunity to work on a part time basis.This often appeals to women returning to work after bringing up children or people who haveother commitments which prevent them from taking on a full time position.

The industry also has a large number of migrant workers. Employers are often willing to take onhard working migrant workers even if they don’t always have particularly good English languageskills. Many migrant workers therefore take this opportunity to earn money and, as theirlanguage skills improve, progress up through the organisation they’re working for.

Some people take on work in the industry on a temporary basis. Employers, however, prefer totake on staff they know will stay for a prolonged period. There is therefore considerableopportunity to progress very quickly in the industry for the ambitious and committed worker.

2.10 Job profiles

Assistant Bar Manager

Can also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Team Leader, PubSupervisor, Assistant Pub Manager

Salary: £16-21k per year

In this role, you will assist the Bar Manager, and may be part of a larger hospitality managementteam This is a hands-on role, and you will spend a lot of time greeting and serving customers atthe bar, along with monitoring the seated areas. In addition to this, you will be responsible for anumber of tasks to keep the bar running smoothly – for example, the dispense lines between thecellar and the taps on the bar will need to be cleaned regularly, stocks (beer bottles etc.) must berotated, so that old is used before new, and careful temperature control is very important tomaintaining the quality of beer, lager and wine. Cask conditioned beer must remain in the cellarfor a few days before it is ready to drink, allowing fermentation to finish and the sediment to settleat the bottom of the cask, You will need to vent the cask to release carbon dioxide during the finalfermentation, and tap it - a process which requires skill and practice. Other routine tasks includestock taking, ordering stock, accepting and checking deliveries, tidying and cleaning the cellar,and issuing stocks to bars. You will also be in charge of returning empty casks and kegs, carbondioxide cylinders, bottles, crates and any other items which are recycled or reused. Duringservice you will supervise the bar area, ensuring that tables are cleared of any empty glasses,dirty ashtrays or general rubbish. Mingling with the customers will help you to keep a close eye onwhat is going on, and if you spot any early signs of trouble or misbehaviour, tactful, firm actioncan help to diffuse the situation. You will also supervise the bar staff, ensuring that service runssmoothly with shelves and chilled cabinets re-stocked, beer barrels changed quickly, bar counterskept tidy, and sufficient change in the tills. You will need to make sure that customers are beingserved as quickly as possible, given the correct food and drink, and the correct change. At busytimes, waiting customers should be promptly acknowledged, then served in order of arrival at thebar. You will also be involved with other specific tasks such as health and safety checks, gettingprices from suppliers, and preparing sales reports and budgets.

Assistant General Manager

13

Can also be called: Deputy Manager, Duty Manager, Deputy General Manager, Senior AssistantManager, Assistant Manager, Hotel Operations Manager


As Assistant General Manager, you will support the General Manager in running the business.Your key responsibilities include developing plans for improved service and financialperformance, influencing and improving food service, monitoring day to day management andassessing departments. You will also liaise with customers, ensuring that their maximumsatisfaction is achieved and maintained. Other responsibilities include assisting the developmentof a customer focused team through leadership, support and coaching You will liaise withDepartment Heads each early duty to confirm staffing levels, and it is likely that you will alsoattend a briefing with the General Manager each morning.

Assistant Head Housekeeper

Can also be called: Housekeeping Manager, Facilities Manager, Housekeeping Director,Housekeeping Office Co-ordinator


As Assistant Head Housekeeper, you have, along with the Head Housekeeper, responsibility forthe cleaning of the whole premises. This is a hands-on role, demanding high standards. You -along with your team of supervisors and staff - may have to look after miles of corridors, severalhundred rooms, and thousands of windows, as well as lifts, staircases, and perhaps escalators.Your responsibilities will include collecting linen and laundry, organising cleaning materials,supervising the domestic staff, and seeing that meeting/conference rooms are set up correctly.You may also need to add the finishing touches, such as flower arrangements, sufficient ashtrays(if smoking is allowed), pens and paper, glasses, bottled water, etc. You will need to be a strongleader, and motivate your staff to deliver consistently high standards of cleanliness. You will alsoneed to deputise for the Head Housekeeper where appropriate and liase with other departments.You will need to have detailed knowledge of a wide range of industrial cleaning methods andequipment, and excellent organisational skills to achieve this within the required budgetaryconstraints. Your business may contract out certain aspects of the cleaning process, whichrequires your familiarity with the tendering process and some experience of managingcontractors. You will need to be an effective communicator, bringing the same professionalism toyour dealings with management, colleagues and guests alike, and the nature of your work meansyou are likely to have close contact with customers.

Assistant Restaurant Manager

Can also be called: Food Service Manager, Food Service Supervisor, Duty Manager


You will help to run the restaurant, and take over at times when the manager is away. You needto be able to step in at any time when there is pressure on the staff - a problem in the kitchen orwith a customer, delays in service, a late delivery, shortage of a menu item, etc. Greeting andlooking after the needs of customers will be always your main priority. You may have a particulararea of responsibility, such as personnel and training, or be put in charge of a special project, e.g.promoting a new menu. You will also help the management team with other specific tasks suchas stock taking, health and safety checks, getting prices from suppliers, placing orders andpreparing sales reports and budgets.

14

Bar Manager

Can also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Trainee AssistantManager, Team Leader, Pub Manager, Pub Landlord


In this role, you will assist the Senior Manager or executive management team, with specificresponsibility for the bars (as opposed to the restaurant or kitchen). Often, the Bar Manager ispart of a larger hospitality management team This is a hands-on role, and you will spend a lot oftime greeting and serving customers at the bar, along with monitoring the seated areas. Inaddition to this, you will be responsible for a number of tasks to keep the bar running smoothly –for example, the dispense lines between the cellar and the taps on the bar will need to be cleanedregularly, stocks (beer bottles etc.) must be rotated, so that old is used before new, and carefultemperature control is very important to maintaining the quality of beer, lager and wine. Caskconditioned beer must remain in the cellar for a few days before it is ready to drink, allowingfermentation to finish and the sediment to settle at the bottom of the cask, You will need to ventthe cask to release carbon dioxide during the final fermentation, and tap it - a process whichrequires skill and practice. Other routine tasks include stock taking, ordering stock, accepting andchecking deliveries, tidying and cleaning the cellar, and issuing stocks to bars. You will also be incharge of returning empty casks and kegs, carbon dioxide cylinders, bottles, crates and any otheritems which are recycled or reused. During service you will supervise the bar area, ensuring thattables are cleared of any empty glasses, dirty ashtrays or general rubbish. Mingling with thecustomers will help you to keep a close eye on what is going on, and if you spot any early signsof trouble or misbehaviour, tactful, firm action can help to diffuse the situation. Your bar staff willalso need support in ensuring that service runs smoothly with shelves and chilled cabinets re-stocked, beer barrels changed quickly, bar counters kept tidy, and sufficient change in the tills. Atbusy times, waiting customers should be promptly acknowledged, then served in order of arrivalat the bar. Along with the general running of the bar, you may have a specific area ofresponsibility (for example, organising quiz nights) or be put in charge of a special project, suchas developing ways to attract families to your business. You may also be responsible forrecruiting and training bar staff (including any part-time or casual staff), ordering bar provisionsand stock (including glasses and bar equipment), and for banking the bar takings. In addition tothis, you will deal with any health and safety checks, get prices from suppliers, and prepare salesreports and budgets.

Bar Person

Can also be called: Bar Tender, Bar Keeper, Bar Server, Drinks Server, Bar Maid, Bar Man, BarBack


In this role, you will help set up the bar area, stock the shelves and refrigerators so drinks areavailable and at the correct temperature for service, prepare garnishes, serve drinks, takepayment, clear tables, possibly washing glasses (in a machine, generally), and clear up afterservice. Some guests may wish to charge their drinks to their account, rather than pay in cash -this would often be the case in a hotel or a club. During service you will be kept busy preparingand serving drinks, and keeping the bar area clean and clear. The choice of drinks served willvary depending on the type of establishment you are working in. In addition to serving a widerange of beers, spirits, non-alcoholic and soft drinks, most bars also offer a choice of wines, aswell as tea, coffee and a range of snacks. In some bars, cocktails are a popular choice, as areliqueurs and brandies. In this case, you will need a good memory to be able to describe the tasteof all the drinks you serve, along with the skills to blend, whisk, or shake the more exotic drinks.

15

You may dispense drinks to customers directly, or via colleagues – in a restaurant bar, waitingstaff may send drink orders through to you, and collect them once you have prepared them. Goodcustomer skills are important, but that does not mean that people want you to dominate theirconversation - you need to be friendly but not over-familiar. You must follow the licensing laws onwho can and cannot be served alcohol, the correct measures for each drink, and ensuring thecorrect brand is served. It is also your responsibility to work in a safe, hygienic manner,maintaining a high standard of personal presentation and hygiene

Chef

Can also be called: Food Service Supervisor, Kitchen Manager, Executive Chef, DietaryManager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria Manager


As a Chef, you hold a senior position in the kitchen. In a large, traditionally organised kitchen, theChef de Partie runs one section (e.g. sauces, vegetables, pastries, grill) with the assistance ofone or more Commis (trainee) Chefs, and your job title may reflect this - Pastry Chef for example.In other businesses, the kitchen may have only two or three sections, or operate as just oneteam. In this situation, you will have a hands-on role, with responsibility for preparing, cookingand presenting a range of dishes, assisted by commis and/or trainee chefs. You may help todevelop new dishes, and menus. In a restaurant that offers a buffet service or a carvery, you willtake your turn 'out front', serving customers, carving large joints of meat and poultry, andreplenishing dishes which are running low.. Maintaining profit margins is crucial to businesssuccess, and certain related tasks might be delegated to you, such as placing orders withsuppliers, checking deliveries, developing dishes for a new menu, stock-takes, and costing newrecipes. Careful attention must also be paid to hygiene, health and safety, and to portion andwastage control. In some operations (for example, in pubs) you may largely work on your own. Ifyou have the assistance of a team, the skills each member brings is largely dependant on theextent and style of the pub's food operation, as does your involvement in planning menus,negotiating prices and delivery arrangements with suppliers, ordering and storing food, organisingstaff rotas, and recruiting and training new staff. There may be a food counter in one of the bars,for displaying salads, cold meat, fish dishes and desserts. You will certainly have a hands-on rolein preparing and cooking the day's specials, as well as regular 'home-made' menu items. Otherdishes may be purchased chilled, frozen or vacuum packed, and will be reheated and served ondemand, and the behind counter area may have a microwave, grill and deep fryer for thispurpose.

Cleaner

Can also be called: Caretaker, Janitor


As a key member of the services team, you will help to maintain a high standard of cleanliness,ensuring the comfort of those using the facilities. The level of cleanliness and hygiene oftenemerges as a principal concern for customers, so you need a keen eye for detail and the all-important finishing touches. You will need to complete your tasks within tight time constraints,whilst still taking pride in your work. A range of heavy-duty, specialist equipment may be available(depending on your place of work) including floor polishers, high pressure cleaners and back-vacs (carried on the back for vacuuming stairs). You will be trained in the use of such equipment,cleaning agents and manual handling - it is important to follow safe working procedures and

16

hygienic methods of cleaning. You will also be expected to report items which need repairing,maintaining or replacing promptly, along with any other risks to people's safety and security.

Conference & Banqueting Manager

Can also be called: Conference Services Manager, Catering Manager, Convention ServicesManager (CSM), Conference Planner, Director of Conference Services, Conference Manager,Conference Planning Manager, Event Manager, Catering and Convention Services Coordinator,Catering and Convention Services Manager


As Conference and Banqueting Manager, you will help your business to maximise its revenue forfunctions and special events. These can include conferences, meetings, banquets, parties,exhibitions, and weddings. It will be your job to promote the facilities and services available anddevelop client relationships, making their event as successful as possible. You will organise theevent itself, including any support staff (such as an entertainer), all food and beveragerequirements, and the set up of the venue. You will need to have good planning andadministration skills, as well as being a strong team leader with a keen eye for detail. Goodcommunication and negotiation skills are also important when dealing with clients, colleaguesfrom other departments, suppliers, equipment handlers, any casual staff helping out at the eventand the attendees themselves. You must pay close attention to costs and budget control at allstages of the planning process - whilst some client have generous budgets and want anextravagant event with no expense spared, the majority will put you under pressure to meet theirexpectations within their financial limitation. To deliver an event at an acceptable price to theclient and profit to your organisation will require a good imagination and considerable businessskills.

Crew Member

Can also be called: Prep Cook (Preparation Cook), Food Service Worker, Food Service Aide,Dietary Assistant, Food Preparer, Pantry Cook, Deli Clerk (Delicatessen Clerk), Deli Worker(Delicatessen Worker), Drive Thru Window Order Taker, Front Line Worker, Catering Assistant


Self-service and fast-food restaurants are popular in situations where work or other commitmentsmean limited time in which to eat, and people's requirements range from a snack to a full meal.Your first duties of the day will include setting up the restaurant: refilling salt, pepper, sugar,sauces, napkins, tray and cutlery points, making coffee, arranging the display counters with colddrinks and pre-packaged food. Salads, sandwiches, filled rolls, and cold sweets are collectedfrom the kitchen and arranged in the counters. Hot dishes are left until just before service begins,although the hot cupboards will have been turned on earlier to reach the correct temperature.Customers making their choice of food and drink are influenced by the look of what they see, soan attractive arrangement and well presented food is very important. To increase sales, you willsuggest drinks, extra large portions, side dishes, special meal combinations or promotional offers.Hygiene standards must also be excellent. During service, you will have to restock counters asnecessary, collecting new dishes of food from the kitchen and returning empties. In somerestaurants, all the dishes are pre-plated or packaged or portioned so that customers can helpthemselves from the counters, or there are some dishes which the staff serve. Accurate portioncontrol is important, but there may be some menu items which give customers the option of pilingthe plate as high as they wish. Your duties may also include making tea and coffee, possiblyusing specialist machines for espresso based drinks, milk shakes and other drinks. You may alsoundertake some simple cooking and food preparation such as making toast, frying eggs, grilling

17

burgers, making sandwiches and rolls or assembling various meals. Throughout the shift you willbe tidying and cleaning: the kitchen and counters, tray and waste collection points, tables andchairs, floors, toilets and the entrance, amongst other areas. You may also take your turn atoperating the cash point, where customers pay for what they have chosen. Customers appreciatefriendly, helpful staff, who enjoy giving good service, taking pride in their appearance and that ofthe restaurant. You should be able to answer questions about the day's specials, other menuitems, and their ingredients (particularly important for those who cannot eat certain foods, e.g.nuts). Your duties at the end of service may include returning items to the kitchen, helping withthe washing up, cleaning the counters themselves, the service and customer areas, andrestocking cutlery, china and glassware ready for the next service.

Floor Manager

Can also be called: Food Service Manager, Food Service Supervisor, Deputy Manager, DutyManager



Food & Beverage Manager

Can also be called: Restaurant Manager, Food Service Manager, Food Service Director, BanquetManager, Restaurant General Manager, Catering Manager, Director of Food and Beverage,Kitchen Manager, Dining Room Manager, Pub & Restaurant Manager


Food and drink are costly items to purchase, prepare and sell, and tight control is essential toprofitability. In some businesses, this task may be entrusted to the head chef, or the bar andrestaurant managers. In others, it will fall to a Food and Beverage Manager. In this role, you willhave cross-departmental responsibilities, and a specific responsibility in functions such asweddings, dinner dances, conferences, cocktail parties etc; therefore it is important to keep aprofessional working relationship with other department heads, as well as the storekeeper andcontrol offices. You will deal with function enquiries, and will need to use your selling skills toconvert these into profitable business. Menu planning may also be one of your responsibilities,and the ability to come up with new ideas (for menus, food service, special events andpromotions, how best to organisation production and service, etc.) will help you and your hotel tokeep ahead of the competition. As a member of the hotel's management team, you will attend thehead of department meetings, and may act as duty manager on occasional evenings andweekend days (when you will be in charge of the hotel).

Front Office Manager

Can also be called: Front of House Manager, Front Desk Manager, Director of Front Office, HotelManager, Bed and Breakfast Innkeeper

18


You are in charge of the reception and, in some hotels, the reservations staff - often known as thefront office. In smaller hotels, your entire team may be based at the front desk, manning the hotelswitchboard and performing porter duties. In a larger hotel, the reservations staff are usuallybased in a back office, enabling them to concentrate on telephone calls, faxes, letters and emails,whilst the porters may come under the control of a head porter. There is often a separatecashier's desk. Besides the usual duties of a departmental manager (recruiting and training staff,organising staff rotas, controlling budgets, health and safety, attending meetings with other headsof department, etc.), you are likely to have regular contact with the guests, welcoming andregistering arrivals, answering queries, taking bookings, preparing bills and taking payments.Maintaining a close liaison with the housekeeping department is essential, so you are informed asto which rooms have been serviced, and receive early warning of any delays. Some situationsmay need to be investigated: for example, if two people appear to have occupied a single room,or if a guest has failed to check out on time, etc. As you and your staff are at the hub of the hotel,you have the opportunity to encourage guests to use the facilities available to them, along withthe hotel's bars and restaurants, and inform other department managers and the hotel generalmanager of guests' requirements. It is a constant challenge to achieve maximum occupancy andrevenue, requiring a shrewd eye for business, negotiating skills, knowledge of what is happeningin the local area, and often some risk taking (such as overbooking in the knowledge that apercentage of arrivals typically fail to turn up). Security of the guests and hotel staff also is amajor concern - there may be a security officer or team in charge.

Front of House Manager

Can also be called: Front Office Manager, Front Desk Manager, Director of Front Office, HotelManager, Bed and Breakfast Innkeeper, Customer Services Manager, Front of House Supervisor


As Front of House Manager, you may be in charge of reception and reservations, the porter’sdesk, and possibly housekeeping depending on the organisation of the hotel. You might alsohave selling and promotional responsibilities. Much of your time will be spent in contact withguests, answering their more difficult queries, checking on their wellbeing and dealing withcomplaints. Besides keeping the various departments running smoothly, you will have a key rolein the recruitment and training of staff. You will be a key member of the management team,attending head of department meetings and acting as duty manager on some evenings andweekends, and your overarching duty will be to ensure that the hotel is operating legally.

General Manager

Can also be called: Operations Manager, Director of Operations, Area Manager, Store Manager,Chief Operating Officer (COO), Chief Operations Officer, Resort Director, Unit Manager,Restaurant Manager, Attractions Manager


As general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the business makesa profit. In this role, you will be supported by a team of senior managers, department managersand supervisors. Working closely with your managers and staff, you will ensure that every aspectof the operation runs smoothly and achieves - or preferably exceeds - sales and profit targets.You will regularly appraise the performance of your managers, giving feedback on what they are

19

doing well and helping them to improve in other areas. A major part of your role will involvemotivating your team to deliver their best performance at all times, and make the most of theirsales skills. You will be a key customer contact, liaising with clients to gain maximum customersatisfaction, monitoring their feedback and encouraging your team to remain customer focused atall times. As the person in charge, you are ultimately responsible for the health and safety ofeveryone on the premises, for food safety, upholding the licensing laws, and complying withconsumer protection and employment legislation. Inevitably, there are also administrative tasksinvolved in this role, including financial reports, budgets, cost analysis, and correspondence withsuppliers, customers and head office. You will also initiate promotion and marketing campaigns,as well as getting fully involved in company-wide schemes.

Head Chef

Can also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, Executive Chef,Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria Manager


You are in charge of the kitchen: planning menus, negotiating prices and delivery arrangementswith suppliers, ordering and storing food, organising staff rotas, supervising everyone in yourteam, recruiting and training new staff. You have a hands-on involvement in the cooking - thereputation of the restaurant largely depends on your food, and the imagination and skills whichyou bring to it. At service time, you will co-ordinate the orders as they come in, issuinginstructions to your team. You have to keep your eye on progress with earlier orders, and see thatevery dish that goes out to a customer is up to standard: the correct temperature, presentationand portion size. The job requires careful planning, good timing, and excellent team work to bringtogether orders for large parties, or maintain good service when the restaurant is very busy,When you have time, you might make an appearance in the restaurant to talk to the customers, inparticular the regulars and any VIPs. Menus need to take account of the needs of vegetarians,other religious and ethical diets, those with an allergy to certain foods, such as flour or nuts, andpeople that avoid fats or other ingredients. Food hygiene and health and safety are also majorconcerns, and you will have visits from an environmental health officer to check standards anddiscuss your food safety management system. You are also responsible for making sure that thecost of food is within the budget: wastage must be kept to the minimum, production quantities andportion control accurate. You will need to liaise closely with the general manager to whom you willbe responsible for budgets, including staff costs. You will also work with the restaurant managerand waiting staff, to ensure that service runs smoothly and that staff can accurately describedishes to customers. Depending on the type of operation (e.g. hotel, pub, restaurant), thekitchens may prepare food for a number of self-service restaurants, snack bars and directors'dining rooms, as well as cocktail parties, business meetings, conferences and other specialevents. For example in a high street restaurant your kitchen may be preparing meals for 30guests for lunch and 60 guests for dinner, whereas a hospital kitchen might be preparing mealsfor several hundred patients three times a day, as well as the doctors, specialists, nursing andancillary staff.

Head Housekeeper

Can also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner, Directorof Conference Services, Conference Manager, Conference Planning Manager, Events Manager,Catering and Convention Services Coordinator, Catering and Convention Services Manager

20


You are in charge of the cleanliness of all the guest rooms, and most (if not all) of the publicareas. Much of your time will be spent supervising and training your staff, planning staff rotas,and dealing with stock-takes, budgets, and other paperwork (maintenance reports, room checksheets, safety audits, etc.). You will also deal with the suppliers of linen, cleaning materials andguest supplies (sachets of tea and coffee, soap, shampoo, etc.), and control the costs of cleaningmaterials, linen, laundry, maintenance and wages. Another regular part of your routine will bechecking that high standards of cleanliness are maintained, rooms correctly serviced, andequipment in a safe conditions (for guests and staff). Lost property will also be handed to you forsafe keeping until it can be returned to the owner. In a large operation, you will have AssistantHousekeepers and supervisors to control the work of room attendants, and probably linen roomstaff and someone to issue the cleaning supplies. You will liaise closely with the general managerand other heads of department, and attend regular meetings. Your staff will also meet with you,possibly on a weekly basis. Good relations with reception staff are crucial – you will need to letthem know when rooms are ready to re-let, and they will let you know when rooms can beserviced, and which are departures, arrivals, VIPs, or have special requirements (such as a headboard). Maintenance is another key area - repairs will need to be carried out promptly, and roomsshould be kept in good order. It is important that the equipment your staff use (vacuum cleaners,shampooers, polishers, trolleys, etc.) is in sound working order, and is used safely. Somecleaning materials are hazardous, and it is your responsibility to ensure that staff are trained touse them safely. Health, safety (including fire safety) and security will be on going concerns. Youwill also be closely involved with renovations and new developments, working with architects,interior designers, and other specialists.

Head Porter

Can also be called: Concierge, Guest Service Agent, Bellman, Chef Concierge, Club Concierge,Hotel Concierge, Front Office Manager, Guest Service Supervisor, Activities Concierge,Conference Concierge


The Head Porter is in charge of a team of hall porters (possibly including doormen and pageboys)and all the responsibilities this involves - recruitment, staff rotas, supervision, budgets, costcontrol, etc. Around 80% of your time is spent liaising with guests and helping them with theirrequests, and this requires absolute discretion. They are likely to turn to you for directions,restaurant reservations and tickets for opera, theatre, concert and sporting events, as well as forcar hire, and airline and train tickets. You also will attend regular meetings with reception,reservations, banqueting, and housekeeping. Yours is an important role, and the concierge of oneLondon hotel even has his own web site giving information to internet users (and hopefullyencouraging them to stay at his hotel).

Housekeeping Supervisor

Can also be called: Housekeeping Deputy, Facilities Duty Manager, Housekeeping Supervisor,Housekeeping Deputy manager


As Housekeeping Supervisor, you will supervise the work of a team of room attendants orhousekeeping assistants, servicing a floor, or several floors of the hotel between you. You reportto the head housekeeper, and may deputise in that person's absence (depending on your

21

seniority over the other floor housekeepers). Staff have to be briefed, and their work checked.Reception must be informed when rooms are ready for re-letting, or if there is a problem (such asa late departure, or if two people seem to be occupying a room for one person). Maintenance willneed to be told of repairs and replacements. You may also be responsible for issuing cleaningmaterials clean linen and guest suppliers (soap, shampoo, etc.) to your staff, for their rooms. Youwill need to be aware of safety and hygiene risks, and alert to security concerns. Your masterkey/card will open all the guest rooms in your area of the hotel.

Head Receptionist

Can also be called: Reception Supervisor, Administrative Supervisor, Office Manager, MemberServices Manager, Front Desk Manager, Reception Manager


As Head Receptionist, your key duty is to ensure that all registration documents are completedfully and accurately, and that the reception area is operating smoothly. You will help to maintain ahigh standard of customer service, liaising with customers to ensure their needs have been met,ensuring that every guest’s experience is positive, paying attention to the details of customerspecifications and resolving all queries promptly. You will also be responsible for the departmentwhen the Front Office Manager is off duty. As Head Receptionist, you will be required to maintaina professional image at all times. You will need to follow procedures and instructions,communicate and lead effectively with other team members and demonstrate good health andsafety awareness, along with efficient methods of working.

Head Waiter

Can also be called: Chef De Rang, Restaurant Supervisor, Maitre d'Hotel, Assistant RestaurantManager


You are in charge of the service side of restaurant when the Restaurant manager is off duty:running the restaurant and snack bars, the directors' dining rooms and any other cateringfacilities. Before service begins, you will brief staff on their tasks, the day's menu and specials,check the lay-up of counters and tables. Besides supervising your team of assistants, waiters andwaitresses, cashiers, you will maintain a high customer profile during service. Any complaints orproblems should be dealt with promptly. Good communications with the kitchen team should helpservice to run smoothly, and mean that any problems can be identified and dealt with quickly. Youwill work closely with the head chef and restaurant manager on menu promotions, therequirements of special parties, and predicting the likely take-up of the catering services on anyday. As a deputy for the restaurant manager, their duties will be your duties. Health and safety isa key concern, as is food hygiene, and the impression your staff give through their personalhygiene and presentation.

Junior/ Commis Chef

Can also be called: Commis Chef, Trainee Cook, Trainee Chef, Apprentice Chef, FoodPreparation Assistant


22

The role of Junior (or Commis) Chef is often the starting position for a career within the kitchen.Although job titles and responsibilities vary, you will have an active role in preparation work andbasic cooking, under the supervision of more experienced chefs. Ideally, you will work in anumber of areas in the kitchen, giving you the widest possible experience before you considerspecialising in one particular area (e.g. pastry work). The type of cooking you help out with willdepend on the style of the operation, the kind of menu offered to customer, and the prices theypay for their meals. It could range from the finest meals in the private dining room of a contractcatering operation or top end restaurant, to a range of hot and cold dishes in a self-servicerestaurant, or the sandwiches, filled rolls, salads and similar items available in a snack bar.Sometimes there is minimum preparation involved in making a meal, but there is still a level ofskill required to produce a perfectly cooked and well-presented dish - high standards of hygiene,and accuracy in measuring dish ingredients and portion sizes are essential to good practice. Theshifts a junior chef works will vary according to the operation. For example, you may start early inthe morning preparing breakfast in a hotel kitchen, or later in the evening for a special event, suchas a buffet, wedding banquet or cocktail party.

Junior Waiter

Can also be called: Commis Waiter, Commis Chef de Rang, Trainee Waiter, Food ServiceAttendant, Food Service Apprentice, Junior Floor Tender, Junior Table Tender, Table Back,Runner, Busser


This job is a good starting point for a career serving customers in a restaurant. In this role, youwill help another waiter/waitress serve a group of tables. Your duties will include clearing andrelaying tables, taking food orders to the kitchen, collecting meals when they are ready, andhelping to serve the food. The main aim of your job is to ensure that the table and seating areasare clean and tidy, and inviting to the customers and to help the other waiters/waitresses to keepservice running smoothly.. This will include keeping the floors clean, ensuring that there is plentyof cutlery available, along with crockery, trays, napkins etc, and keeping the supply of condiments(e.g. salt, pepper and sauces) well stocked throughout the lunch or dinner service.

Kitchen Porter

Can also be called: Kitchen Assistant, General Assistant, Food Service Assistant, KitchenHygiene Assistant


You play a key role in helping the kitchen to run smoothly, so that clean equipment is availablewhen the chefs need it, and the highest standards of cleanliness and hygiene are maintained atall times. You may also help with the storage of deliveries and ensuring that supplies in the rightplace when needed. During service, duties may include operating the dish and glass washingmachines, salad preparation, making sandwiches or filled rolls, and helping with soup, maincourse dishes and desserts. You may also be asked to help with simple cooking tasks such asfrying chips, and setting up the food counters. When service is finished, you will complete thecleaning of pots, pans and other equipment, and wash the kitchen floors. Some kitchens hirecontractors for `deep cleaning' of equipment, ventilation equipment, and walls. If not, you will dothis on a regular basis. Working with cleaning agents (many of which are hazardous) requiresvery high levels of safety awareness and care - high standards of hygiene and personalpresentation are essential, and you will be expected to follow safe working practices.

23

Linen Room Assistant

Can also be called: Laundry Assistant, Housekeeping Assistant


Large hotels often employ Linen Room Assistants to deal with the laundry for guest rooms, andthe restaurant and banqueting departments. If the laundering is done on the premises, you will beresponsible for washing, drying and pressing the linen (using large-scale, professionalequipment). You will issue fresh linen for use in the various departments, and collect returns forlaundering. High standards of cleanliness and presentation are very important: everything mustbe checked for stains, damage and general wear and tear, and accurate control has to be kept ofall stocks, so every item can be accounted for. If a contractor is providing the guest laundryservice, you may be responsible for checking in-coming and out-going items.

Owner

Can also be called: Business Owner, Operator, Proprietor, Patron, Landlord


As an Owner, you will have your own business. You will manage the business and help out withthe general activities as required: for example; cooking in a restaurant, arranging holidays in atravel agency, developing tours in a tour operator etc. You may employ other specialists tooperate certain functions – for example, a restaurant owner may employ a “front of housemanager” who will supervise other members of staff in setting up the restaurant for service, takingfood and drink orders, serving them, and collecting payment. A travel agency owner mayemployer a manager to take care of arranging insurance packages, marketing services anddealing with bureau de change transactions etc. The number of additional employees you take onwill depend largely on the size and level of the business, the demand from customers and howmuch they are willing to pay – your staff could range from a team of less than 10 in a small travelagency to more than 100 in a busy visitor attraction.

Porter

Can also be called: Concierge, Bellman, Bell Captain, Bellhop, Bellperson, Bell Staff, BellmanDriver, Bellstaff, Valet, Doorman


Based in reception or at the porter's desk, you will carry guests' luggage, call taxis, take charge ofleft property, answer queries, take messages for guests, sort mail, and look after hotel and roomkeys. It is a job where discretion is valued. You may also sell newspapers, postcards and stamps,book theatre tickets or hire cars for guests, or help housekeeping, restaurant and banqueting staffin setting up rooms and moving larger items of furniture. Safe practices when lifting and movingare essential. In some hotels, the porters help the conference and banqueting department byserving coffees and teas, checking the room is ready, and tidying up meeting rooms while thedelegates are at lunch. You may also help to park guests’ cars. If you are on night duty, you willbe required to provide switchboard cover and an information service as well as checkingcustomers in and out efficiently and accurately calculating accounts. You will be required to followprocedures and instructions to ensure smooth handovers, and maintain standards as directed.You may also be responsible for serving snacks and early breakfasts, and delivering newspapersand wake-up calls to guests. You play a key role in coping with fires or other emergencies,

24

ensuring that help is called promptly and guests evacuated safely, and you also need to be alertto any security threats.

Receptionist

Can also be called: Receptionist, Administrative Assistant,Secretary, Community Liaison,Member Service Representative, Office Assistant, File Clerk, Front Desk Receptionist, Greeter,Reservationist


As a receptionist, you are likely to be the person to greet the guests on arrival at the hotel, and itis important to make a good first impression – a warm welcome, tidy appearance, and pleasantatmosphere in the reception area can help to get their stay off to the best start. In this role, youwill need to deal with reservations accurately and efficiently, prepare guest bills correctly, andensure that any necessary information goes to the housekeeping, restaurant, maintenance, andmanagement departments. Excellent communication and administration skills are essential andmost hotels use computerised systems for reservations and word processing, so IT skills are alsoan advantage. You may have to respond to reservation enquiries by telephone, in person, or byletter, fax and email. The ability to speak another language would also be an advantage in thisrole. In some hotels, receptionists show guests to their room. If this is not the case you willprovide them with clear directions, or a porter will show them to their accommodation. You mayalso be responsible for taking payments, exchanging foreign currency, and working theswitchboard: directing in-coming calls, and assisting guests in making external calls. You will takemessages for guests, and ensure that they receive them without delay, along with any mail thatmay arrive for them. Guests may also leave their valuables at reception for safekeeping (either ina safety deposit box or the hotel safe) and come to you with any queries or complaints – not all ofwhich will be easy to deal with. Selling is another key skill: the ability to persuade the guest totake a better and more expensive room, to stay longer, to eat in the restaurant, or take advantageof a special promotion can help to increase revenue for the hotel. In some hotels, the receptionisthelps serve in the bar and restaurant, can be called upon to help housekeeping if there is a crisis.At busy times, you must maintain an impression of calm efficiency, and take care to acknowledgeanyone who you can't deal with immediately. In the event of an emergency, you need be aware ofyour responsibilities, e.g. assisting people as they evacuate the building, calling the emergencyservices, and checking that all guests have reached safety

Regional Manager

Can also be called: District Manager, District Sales Manager, Division Manager, BusinessDevelopment Manager


As Regional Manager, you will look after the operational aspects of all the units in your area. Youwill work with managers, senior staff, and head office to ensure that the business runs smoothly,sales and costs are meeting or exceeding budget, and that problems are dealt with promptly. Youwill play a key role in the development of new facilities, menu changes and pricing, specialpromotions and events. Food safety and health and safety are crucial areas – you must ensurethat every aspect of the operation follows company procedures on avoiding risk. You will have aninfluence on the training programmes used in the units in your areas, and these must keep pacewith the needs of the business, as well as each individual. You will also recruit managers andtheir deputies, and regularly appraise their performance.

25

Restaurant Manager

Can also be called: Food Service Supervisor, Food Service Director, Food Service Manager,Supervisor of Food and Nutrition Services, Cafeteria Manager, Fast Food Manager, GeneralManager, Assistant Restaurant Manager, Assistant Unit Manager, Assistant Manager, CateringManager, Catering Supervisor, Front of House Manager, Pub and Restaurant Manager


You are in charge of the service side of the restaurant, working in close partnership with the headchef and the kitchen team. Whatever the size and style of restaurant, one of your principal roleswill be to look after the customers, greeting as many of them individually as possible, advisingthem on menu and wine choices, ensuring that they get good service and thanking and biddingthem farewell when they leave. Before customers arrive, you will check that the tables have beenlaid correctly, and that the restaurant looks welcoming. You will need to brief your team on theday's specials, promotional offers, any VIP guests or large parties expected, and check thateveryone knows their tasks. Many restaurants also place great emphasis on selling skills andeach service may begin with a briefing to get everyone on top form. During service, somerestaurant managers also hand guests the menu, and return to take their order, advising on thechoice of dishes, wines and other drinks. If not, waiting staff will do this, and your job is to keepan eye on all tables, guests and staff, spotting any problems that may arise and dealing withthem. Complaints inevitably occur, and you and your staff must act promptly and effectively toensure matters are put right to the customers' satisfaction - you will need to use your diplomaticskills. A record is usually made of any complaint, accident or other incident, so that investigationscan be made should a written complaint arrive some days later. After service is time to discusshow everything has gone, and which dishes and drinks sold well (or not). Health and safety is akey concern, so is food hygiene, and the impression your staff give through their personalhygiene and presentation. Time will also be taking up in recruiting new staff, and looking after thewell-being of your team, motivating everyone to do their best, helping those whose standardneeds improving, and when necessary dealing with unsatisfactory performance. New staff willneed to be trained and even the most experienced staff will need to be kept up to date with theirskills. You will also be responsible for working out the staff rotas, and will need to plan to ensurethat there is plenty of cover available when employees are on holiday. Budgets, financial andsales reports will also require your attention and comment.

Room Attendant

Can also be called: Housekeeper, Environmental Services Worker, Housekeeping LaundryWorker, Environmental Services Aide, Housekeeping Aide, Cottage Attendant, Room Cleaner


As a Room Attendant, your job title varies - you may see adverts for “room maids” and“chambermaids” - and the work you undertake depends on the style of the hotel. Whereas it maytake an hour or longer to service a luxury suite with a sunken Jacuzzi, it will be much quicker toservice a room with basic furnishings, and you will be expected to cover more within your shift.High standards of cleanliness are extremely important to hotel guests, and a methodicalapproach is essential for you to achieve this. You will need to avoid spreading bacteria from dirtysurfaces to clean ones, and complete all of your tasks within a reasonable time. When you havefinished, the room must look exactly right and welcoming to the guest, with everything in place -toiletries replenished, the mini-bar restocked and so forth. Your duties may also include cleaningpublic areas of the hotel, and this is usually done very early in the morning when no one is about.Special cleaning tasks also have to be done at regular intervals, such as shampooing furnitureand carpets, or damp dusting high surfaces. Guests will expect to see you looking well turned out,to greet them pleasantly and help them with any enquiries they may have. There will be

26

procedures to follow for lost property, making beds and every other cleaning and servicing task,such as checking the room for faulty or damaged equipment and dealing with customercomplaints. These tasks will vary according to whether or not the room has been vacated. Youmay also be responsible for “self-checking”, which means you must check your own rooms(subject to spot checks by the floor or head housekeeper). In some hotels, the room attendantswork in teams, so that one person strips the beds, another cleans the bathrooms and so on, andyou will need to liaise with reception so they know when rooms are available to re-let. Hygienicworking practices are important to prevent risks to your own health, as are safe working methodswhen using cleaning materials, equipment, and when lifting or moving. Another key concern issecurity: for yourself, the guests, and their property (along with that of the hotel). You will have akey or key card to let you into all the guest rooms in your area, and will be expected to keep thiswith you at all times.

Sales Agent

Can also be called: Junior Sales and Marketing Officer, Junior Sales Officer


As a Sales Agent, your role is to support the promotion of your business and its facilities;responding to enquiries and sending information packs to prospective clients. Maintaining strongrelationships with hotel booking agents and business travel agents is an important part of yourrole, as is developing strong relationships with corporate and conference accounts - you will needto gain their trust, loyalty and respect as well as winning their business. A passion for meetingand exceeding customer expectations is important, and you should demonstrate excellentattention to detail. This role also requires good telephone communication, office administrationand support skills.

Sales Executive

Can also be called: Sales and Marketing Officer, Sales and Revenue Officer


As a Sales Executive, your role is to drive business to your facilities; responding to enquiries,negotiating prices, sending out quotes, and following up leads to convert them into bookings Youwill be responsible for promoting the hotel’s facilities to prospective clients and co-ordinating theirevents to ensure business targets for revenue and profits are met. Often, you will act as a mainpoint of contact for clients planning events, and will work closely with conference operations, thefood and beverage management team, rooms division operations, the finance department andexternal suppliers. You will be responsible for your own correspondence, and for meeting clientfood & beverage requests. Maintaining strong relationships with hotel booking agents andbusiness travel agents is an important part of your role, as is maintaining equally strongrelationships with corporate and conference accounts - you will need to gain their trust, loyaltyand respect as well as winning their business. A passion for meeting and exceeding customerexpectations is imperative, and you should demonstrate excellent attention to detail. The positionalso requires good telephone communication, office administration and support skills.

Senior Manager

Can also be called: District Manager, District Sales Manager, Division Manager, BusinessDevelopment Manager, Area Manager

27


As senior manager, you will look after the operational aspects of all the units in your area. Youwill work with managers and senior staff, as well as head office, to ensure that the business runssmoothly, that sales and costs are in line with your budget, and that problems are dealt withpromptly. You will play a key role in the development of new facilities, and will be involved withmenu changes, pricing, special promotions, and events. Health and Safety are crucial areas –you must ensure that every aspect of the operation follows the company's procedures forreducing the risk of incidents. You will recruit managers and their deputies, regularly appraisingtheir performance, and training programmes must keep pace with the needs of the business aswell as each individual.

Senior/Sous Chef

Can also be called: Sous Chef, Kitchen Supervisor, Head Cook, Senior Cook, Second Chef


In a large kitchen, the Head Chef's number 2 is often called a sous chef. Besides taking control inthe head chef's absence, as a senior chef you will play a key role in the management of thekitchen, ensuring that each meal is served to the standard required. You will need to check thatthe portion size is correct, that it fits with what the customer’s order, and that presentation is ofthe highest quality. Wastage must be kept to the minimum: this requires skilled menu planning,forecasting what will be popular with customers, and getting the best price and quality fromsuppliers. When the kitchen is fully staffed, you will be in charge of your own section, preparing arange of dishes with the help of your team. Everyone in the kitchen must follow the higheststandards of hygiene, keeping preparation surfaces clean, and using different sets of knives,boards and other equipment for raw and cooked foods to prevent cross contamination.

Trainee Crew Member

Can also be called: Junior Prep Cook (Preparation Cook), Trainee Food Service Assistant,Trainee Food Preparer, Trainee Drive Thru Window Order Taker, Trainee Catering Assistant


Self-service and fast-food restaurants are popular in situations where work or other commitmentsmean limited time in which to eat, and people's requirements range from a snack to a full meal. Ina junior position, you will experience many different areas of the business, particularly in thepreparation of the restaurant and the food rather than serving customers directly. Your first dutiesof the day will include setting up the restaurant: refilling salt, pepper, sugar, sauces, napkins, trayand cutlery points, making coffee, arranging the display counters with cold drinks and pre-packaged food. Salads, sandwiches, filled rolls, and cold sweets are collected from the kitchenand arranged in the counters. Hygiene standards must also be excellent. During service, you willhave to restock counters as necessary, collecting new dishes of food from the kitchen andreturning empties. Accurate portion control is important. Your duties may include making tea andcoffee, including specialist machines for espresso based drinks, milk shakes and other drinks.You may also undertake some simple cooking and food preparation such as making toast, fryingeggs, grilling burgers, making sandwiches and rolls or assembling various meals. Throughout theshift you will also be tidying and cleaning: the kitchen and counters, tray and waste collectionpoints, tables and chairs, floors, toilets and the entrance, amongst other areas. Customersappreciate friendly, helpful staff, who enjoy giving good service, and take pride in theirappearance and that of the counter and restaurant. Your duties at the end of service may includereturning items to the kitchen, helping with the washing up, cleaning the counters themselves, the

28

service and customer areas, and restocking cutlery, china and glassware ready for the nextservice.

Waiter

Can also be called: Table Server, Table tender, Food Service Assistant, Floor Tender, Waitress


As a waiter/ waitress, you play a key role in helping guests to enjoy their meal. It is yourresponsibility to ensure that there is no delay in bringing the food from the kitchen, and that it isserved as attractively as possible. You will advise guests on the food and drink available (salesskills are an important aspect of this) and serve their meals while causing as little unnecessarydisruption to them as possible. You will also clear plates and other unwanted items from the table,replenish drinks and wine glasses, and keep the restaurant looking pleasant. In most businessesyou will also be responsible for greeting guests, showing them to their table, taking orders andcollecting their payment at the end of the meal. You may have your own float, and hand over yourtakings at the end of service, or process payments at the till throughout service. You will help toprepare the restaurant for service, and clear away when all the guests have gone. You may beasked to help serve at banquets, cocktail parties, special dinners, weddings, and other functionsusing silver service. On these occasions, there may be a buffet from which customers helpthemselves or are served their choice of salads, sweets, cheeses or other cold or hot dishes.Besides helping serve customers, you will need to replenish dishes from the kitchen, removeempties, replace serving spoons, and generally keep the buffet looking at its best. In eventcatering, the venue might be a marquee, a banqueting hall; even outdoors in the grounds of astately home. You will help to set up the tables and seating, as well as laying the tables andwashing up afterwards. Along with serving meals, you may be required to serve tea and coffee toguests. You also need to know what wines and other drinks are available to your guests, so youmust be knowledgeable on the laws relating to the service of alcohol. High standards of personalpresentation and hygiene are essential at all times. You must be careful not to touch the food, orany surfaces of cutlery, glasses etc. that may come into contact with the guest’s mouth. It is alsoimportant to be aware of safety, so that you avoid any accidents.

Wine Waiter

Can also be called: Sommelier, Chef de Vin


As a wine waiter, you have specific responsibilities for the service of wine. You should be able torecommend wines to guests that are suitable for the food they have ordered, the occasion andtheir budget. It is up to you to ensure the wine is served at the correct temperature, in the correctglasses and with suitable ceremony (some wines have to be decanted). You may be asked tomake recommendations for the wine list, which involves tasting wine, and coming to a decisionabout whether or not it would be suitable for the menu. You will also be in charge of selling andserving liqueurs, brandies and other after-dinner drinks, and possibly cigars. You will need toliaise closely with other restaurant staff, so that you are on hand to take drink orders and serveguests at the appropriate times. You may also be responsible for briefing restaurant colleagueson the wine list, so that they can promote particular wines and advise customers The wine checkmust be passed to the restaurant cashier or whoever makes up the bill for the guest. In somelarge restaurants, the wine waiter is a member of the management team, involved in choosingand buying wines, putting together the wine list, training the serving staff to sell and serve thewines, and briefing them on which wines suit the day's specials.

29

Yield and Sales Manager

Can also be called: Revenue Manager, Sales Manager, Efficiency Coordinator


The Yield and Sales Manager is central to the profitable operations of the business. You willapply revenue and yield managements systems to forecast sales throughout high and lowseasons; ensuring that the business is operating as efficiently as possible. In this role, you willcheck that the pricing structure is up to date, and that it relates to your effective sales strategyand allocations policies. Another major task is to grow and develop the client base of thebusiness by overseeing the reservation and sales teams. You will work closely with alldepartments, including the marketing team, and will oversee all the external databasesrepresenting your hotel – enabling you to check the quality of information contained within them.You will also monitor the hotel's website, email, online booking sites and global distributionservice. This will help you to develop and maintain high level communication channels with allmajor sources of business, as well as with repeat clients.

2.11 Case studies

Assistant Operations ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2447&parent=93

Catering/Restaurant ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=880&parent=93

ChefSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1847&parent=95

Events ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2321&parent=703

Fast Food Service AssistantSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1806&parent=98

Food and Beverage ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2117&parent=91

General ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2412&parent=99

30

Kitchen Assistant/PorterSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=906&parent=732

Kitchen Supervisor/ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1229&parent=104

Sous ChefSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2239&parent=104

Waiter/WaitressSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1857&parent=106

2.12 FAQs

Q: I’ve heard that the pay isn’t very good in this industry … is that true?A: Amongst the less senior positions, salaries are comparable to many other industries (forexample retail) but once you begin to progress up the ladder, the sky is the limit in terms of howmuch you could earn. Those working in senior management roles or as head chefs, forexample, can earn upwards of £45k.

Q: But could I really consider a job in this industry as a career?A: It’s true to say that some people come into the industry and don’t stay long. A large numberof students, for example, work as bar staff while they’re studying but only stay in the job for ashort time. However, this only makes employers more eager to find people that will stay in thejob for a prolonged period so, with the right attitude and a bit of hard work, people committed tothe industry can progress very quickly up the career ladder.

Q: What skills would set me apart from other candidates looking for work in this industry?A: There are three main things which employers say they struggle to find in their own workforceand in people applying to jobs. These are (1) management and leadership skills, (2) customerservice skills and (3) chef skills. If you have a good grounding in any of these areas then thechances are that you’ll do very well in the industry.

Q: Don’t you have to work unsociable hours though?A: Well, this is a service industry which means that in some roles you’ll be expected to workwhilst the ‘9-5’ aren’t working. So, if you work behind a bar or in a restaurant, the chances arethat your busiest periods will be in the evenings and at weekends. However, there are manyother job roles (such as more strategic, managerial positions) which are office-based where you’dbe working on a more conventional 9-5 basis.

2.13 Sources of additional information, web-links etc

People1stThe Sector Skills Council for hospitality, leisure, travel & tourismwww.people1st.co.uk

31

UKSPFree guide to the hospitality, leisure, travel & tourism industry offering advice on career pathways,employer and job opportunities.www.uksp.co.uk

British Hospitality AssociationThe national trade association for hotels, restaurants and caterers.http://www.bha.org.uk/

Careers advice serviceAdvice on careers and learninghttp://www.careersadvice.direct.gov.uk/

ConnexionsFurther careers advicehttps://www.connexions-direct.com/jobs4u/

32

2.14 Food service & management regional information

2.14.1 Food service & management East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


• There are approximately 10,800 people working in the food & service management sector in thisregion• 54 percent work on a full time basis, whilst 46 percent work part time• There are a greater number of women working in the sector (63 percent) than men (37 percent)


Age group Percentage

16-19 3%

20-24 2%

25-29 6%

30-34 19%

35-39 24%

40-44 16%

45-49 6%

50-54 7%

55-59 10%

60-64 6%

65-69 1%

70+ 0%

Total 100%(Source: Labour Force Survey 2009)

• Qualification levels of people in the sector

Qualifications Percentage

NVQ Level 4 14%

NVQ Level 3 24%

NVQ Level 2 31%

NVQ Level 1 and entry level 27%

No qualifications 4%


• Ethnic background of people working in the sector

Ethnic background Percentage

White 91%

Black or minority ethnic 9%

No answer/does not apply 0%


33



Occupation East Midlands





Chefs, cooks 18,700

Hotel porters 1,000





The data in the table below reflects the numbers expected to be working in a variety ofoccupational roles across the hospitality, leisure, travel and tourism sector (unfortunately thefigures cannot be broken down further to this particular industry or on a regional basis but it isexpected that the trends will largely be applicable across all levels).



change

2008 2013 2017 2008-2017



Elementary OccupationsIncluding:Hotel portersKitchen and catering assistantsWaiting staffBar staff 775,300 839,600 853,600 10%

34


• Skill shortages

These figures related to the hospitality, leisure, travel & tourism sector as workforce sizes arenot large enough to break the figures down by individual industry. It is, however, expected thatthese figures generally apply across the sector.

Proportion of employers with vacancies: 14%Proportion of employers with vacancies they’re finding difficult to fill: 5%Proportion of employers with vacancies they can’t find people with the right skills for: 3%Proportion of current workforce not fully proficient in their jobs: 13%

The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills2. Oral communication skills3. Customer handling skills4. Numeracy skills5. Team working skills


35

2.14.2 Food service & management East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 8%

20-24 12%

25-29 14%

30-34 11%

35-39 6%

40-44 10%

45-49 12%

50-54 12%

55-59 9%

60-64 2%

65-69 4%

70+ 0%




NVQ Level 4 9%

NVQ Level 3 17%

NVQ Level 2 32%






White 89%



36



Eastern





Chefs, cooks 23,000



Bar staff 15,000

(Source: Labour Force Survey 2009)





change

2008 2013 2017 2008-2017

Managers and Senior Officials

Including:Hotel & accommodation managersRestaurant & catering managersPublicans & managers of licensed premises 597,000 624,300 659,500 9%


Elementary Occupations

Including:Hotel portersKitchen and catering assistantsWaiting staffBar staff 775,300 839,600 853,600 10%

37


• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Customer handling skills2. Team working skills3. Technical, practical or job-specific skills4. Problem solving skills5. Oral communication skills


38

2.14.3 Food service & management LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 28,900 people working in the food & service management sector in thisregion• 61 percent work on a full time basis, whilst 39 percent work part time• There is a roughly even split of men and women working in this region)



16-19 2%

20-24 7%

25-29 15%

30-34 18%

35-39 18%

40-44 11%

45-49 6%

50-54 8%

55-59 9%

60-64 8%

65-69 1%

70+ 0%




NVQ Level 4 25%

NVQ Level 3 11%

NVQ Level 2 28%






White 62%



39



London





Chefs, cooks 39,700



Bar staff 17,700






change

2008 2013 2017 2008-2017






40


• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Team working skills2. Customer handling skills3. Oral communication skills4. Written communication skills5. Technical, practical or job-specific skills


41

2.14.4 Food service & management North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 6,600 working in the food & service management sector in this region• 44 percent work on a full time basis, whilst 56 percent work part time• There are a greater number of women working in the sector (81 percent) than men (19 percent)



16-19 6%

20-24 14%

25-29 6%

30-34 3%

35-39 15%

40-44 23%

45-49 3%

50-54 12%

55-59 0%

60-64 14%

65-69 3%

70+ 0%




NVQ Level 4 20%

NVQ Level 3 14%

NVQ Level 2 32%






North East

42



Chefs, cooks 8,400








change

2008 2013 2017 2008-2017





• Skill shortages



43

The five most common things which employers have difficulty finding in job applicants are:1. Team working skills2. Problem solving skills3. Technical, practical or job-specific skills4. Customer handling skills5. Oral communication skills


44

2.14.5 Food service & management North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 10%

20-24 8%

25-29 8%

30-34 4%

35-39 14%

40-44 9%

45-49 12%

50-54 25%

55-59 7%

60-64 3%

65-69 0%

70+ 0%

Total 100%




NVQ Level 4 21%

NVQ Level 3 23%

NVQ Level 2 26%






White 97%



45



North West (inc Merseyside)





Chefs, cooks 26,300








change

2008 2013 2017 2008-2017





46

• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills2. Team working skills3. Management skills4. Problem solving skills5. Customer handling skills


47

2.14.6 Food service & management South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 8%

20-24 11%

25-29 11%

30-34 5%

35-39 14%

40-44 19%

45-49 13%

50-54 12%

55-59 6%

60-64 1%

65-69 0%

70+ 0%




NVQ Level 4 20%

NVQ Level 3 24%

NVQ Level 2 32%






White 93%



48



South East





Chefs, cooks 37,200








change

2008 2013 2017 2008-2017





49

• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills2. Customer handling skills3. Oral communication skills4. Team working skills5. Problem solving skills


50

2.14.7 Food service & management South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 9%

20-24 12%

25-29 5%

30-34 5%

35-39 6%

40-44 15%

45-49 14%

50-54 7%

55-59 19%

60-64 5%

65-69 2%

70+ 1%




NVQ Level 4 14%

NVQ Level 3 11%

NVQ Level 2 27%






51

South West





Chefs, cooks 18,100








change

2008 2013 2017 2008-2017





• Skill shortages


Proportion of employers with vacancies: 18%Proportion of employers with vacancies they’re finding difficult to fill: 7%

52

Proportion of employers with vacancies they can’t find people with the right skills for: 5%Proportion of current workforce not fully proficient in their jobs: 15%

The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills2. Customer handling skills3. Team working skills4. Oral communication skills5. Problem solving skills


53

2.14.8 Food service & management West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 5%

20-24 10%

25-29 5%

30-34 10%

35-39 4%

40-44 18%

45-49 24%

50-54 11%

55-59 7%

60-64 5%

65-69 1%

70+ 0%




NVQ Level 4 14%

NVQ Level 3 18%

NVQ Level 2 32%






White 90%



54



West Midlands




Chefs, cooks 18,300








change

2008 2013 2017 2008-2017





• Skill shortages

55



The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills2. Problem solving skills3. Oral communication skills4. Written communication skills5. Literacy skills


56

2.14.9 Food service & management Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 12%

20-24 8%

25-29 7%

30-34 9%

35-39 11%

40-44 4%

45-49 18%

50-54 11%

55-59 12%

60-64 9%

65-69 1%

70+ 0%




NVQ Level 4 16%

NVQ Level 3 19%

NVQ Level 2 38%






White 97%



57



Yorkshire and Humberside





Chefs, cooks 19,900








change

2008 2013 2017 2008-2017






58

• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Oral communication skills2. Problem solving skills3. Technical, practical or job-specific skills4. Customer handling skills5. Team working skills


59

3. Gambling


The gambling industry has grown over the last year, due in part to the popularity of onlinegambling. It includes, amongst others, casinos, bingo halls, bookmakers and amusementarcades and can be split into the following sub-industries:

Bingo Betting Casinos Football pools Lotteries Machines


There are a wide variety of jobs in the gambling industry ranging from the ‘traditional’ hospitalitybased roles such as bar and kitchen staff through to more specialist occupations unique to thegambling industry such as bingo callers or croupiers.

For a lot of the ‘entry level’ positions, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles, suchas croupiers or betting shop cashier, good people skills and an appreciation of the importance ofcustomer service are an advantage. Progression in the industry is most likely for committedworkers who are willing to take on new responsibilities.

Many industries within the hospitality, leisure, travel & tourism sector find it difficult to hang on totheir staff as employees sometimes do not stay in their job for long. Individuals who showenthusiasm and commitment to their job are often rewarded by employers with rapid progressionup the ladder.





Betting Assistant ManagerCan also be called: Betting Shop SupervisorSalary: £13-18k per year

Betting CashierCan also be called: Betting OperatorSalary: £11+k per year

60

Betting ManagerCan also be called: Betting Shop ManagerSalary: £15-20k per year

Bingo ManagerCan also be called: Bingo Club General ManagerSalary: £18-30k per year

Bingo Team LeaderCan also be called: Bingo SupervisorSalary: £12-15k per year

Bingo Team MemberCan also be called: Bingo CallerSalary: £11-18k per year


CroupierCan also be called: Table Games Dealer, Black Jack Dealer, Dealer, 21 Dealer, Casino Dealer,Dual Rate Dealer, Card Dealer, Craps Dealer, Gaming DealerSalary: £11-25k per year


InspectorCan also be called: Table SupervisorSalary: £13-25k per year


Pit BossCan also be called: Casino Room SupervisorSalary: £11-25k per year



Shift ManagerCan also be called: Duty ManagerSalary: £25-40k per year

61

Tele-Betting Telephone OperatorCan also be called: Tele-Betting AgentSalary: £11+k per year

Tele-Betting Team LeaderCan also be called: Betting SupervisorSalary: £13-18k per year

Tele-Betting ManagerCan also be called: Betting Call Centre ManagerSalary: £15-20k per year


The majority of ‘entry level’ jobs in gambling do not have any formal entry requirements. Someprevious experience is always an advantage but, more generally, employers prefer individualswith good communication and team working skills. If based in a role where you’d be dealing withcash then skills like good numeracy are essential.

For jobs which are public facing, such as croupiers, good people skills and customer service area definite advantage.

The apprenticeship in hospitality and catering is a work based training programme. It is aimedat people at the start of the career in the industry and provides the apprentice with relevant skillsand knowledge whilst gaining experience in the job. The apprenticeship programme is designedso that apprentices in a variety of different job roles can select learning which is most appropriateto their occupation and is particularly relevant for those in the ‘traditional’ hospitality type roles inthe gambling industry.

To find out more about apprenticeships you can go to the website www.apprenticeships.org.ukand complete a short form with your details.


3.5 Qualifications

There are many different qualifications relevant to the various occupations in the gamblingindustry.


Qualification Link to further informationLevel 2 Award in Gambling SocialResponsibility

http://www.uksp.co.uk/Qualifications.aspx?QualID=666

Level 2 Award in the Principles of CustomerService in Hospitality, Leisure, Travel &Tourism


Level 2 NVQ in Gambling Operationshttp://www.uksp.co.uk/Qualifications.aspx?QualID=687

Level 3 Award in the Principles of http://www.uksp.co.uk/Qualifications.aspx?QualID

62

Supervising Customer Service performancein HLTT

=737

Level 3 Certificate in First LineManagement


Level 3 NVQ in Gambling Operationshttp://www.uksp.co.uk/Qualifications.aspx?QualID=701



• There are approximately 94,600 people working in the gambling industry throughout the UK• 69 percent work on a full time basis, whilst 31 percent work part time• There are a greater number of women working in the sector (56 percent) than men (44percent)



16-19 4,000 4%

20-24 17,400 18%

25-29 15,200 16%

30-34 9,600 10%

35-39 7,400 8%

40-44 13,300 14%

45-49 7,200 8%

50-54 8,600 9%

55-59 5,100 5%

60-64 5,900 6%

65-69 400 0%

70+ 600 1%




NVQ Level 4 18,400 19%

NVQ Level 3 19,800 21%

NVQ Level 2 24,200 26%






63

White 87,700 93%


Total 94,600 100%




United Kingdom












change

2008 2013 2017 2008-2017


Including:Restaurant & catering managersPublicans & managers of licensed premises 597,000 624,300 659,500 9%

Skilled Trades Occupations

Including:Chefs/cooks 211,900 207,800 193,800 -9%

Elementary OccupationsIncluding:Kitchen and catering assistants 775,300 839,600 853,600 10%

64

Waiting staffBar staff


3.7 Skill shortages





For those in less senior roles, there are many opportunities to take on new responsibilities anddevelop supervisory skills or team management skills. Transferable skills such as these provideexcellent experience which can be used in almost any other industry.

Customer service skills are very important in public facing roles such as croupier or betting shopcashier. Building experience in dealing with customers, especially conflict management, is a skillsought after in many other industries where staff deal with the public on a daily basis. Suchindustries include, amongst many others, retail and call centres.

If working in a role which involves handling money then this would provide excellent experienceuseful for working as a cashier or clerk in a bank.


The gambling industry has grown and diversified a great deal in recent years. As a result, thereare an increased number of areas people could transfer in from.

Banking is one of these areas; specifically those roles which deal with cash handling.

Bets are now often taken over the phone in call centres so individuals with experience in this areawould be in a good position to find employment.

Similarly, the internet has become very popular for online gambling. Roles in web basedadministration are therefore increasing in the gambling industry.

3.10 Job profiles

65





Betting Assistant Manager

Can also be called: Betting Shop Supervisor


As Assistant Betting Shop Manager, you will support the betting manager in directing theactivities of a betting shop. Your primary responsibility is to ensure that the staff offer excellentcustomer service, but you will also assist in the training and development of your team ofcashiers. You will often undertake cashier duties in the betting shop and help customers with theprocess of making their choice and placing their bets. You will oversee the taking of bets,ensuring that winnings are paid out quickly and accurately. Most shops also have bettingmachines and you will need to make sure that these are not abused. You may also be required toprovide very basic technical support for these machines. As assistant manager of the business,you will help to collect and manage numerical data (on takings, profits and losses), and keep astrict record of this in line with your budgets. The gambling industry has strict regulations and youwill need to ensure 100% compliance with these.

Betting Cashier

Can also be called: Betting Operator


The betting shop is an exciting and fast paced environment to work in, and as a Betting Cashier,you are at the very heart of it. Betting shops will take bets on a variety of sporting fixtures from thetraditional horse and greyhound racing, to football, rugby, golf and international sporting eventsincluding motor racing. You will set up the shop, showing all the races and sporting informationavailable for that day. You are often the first person a customer will ask to advise them on thedifferent options available to them when placing a bet. You will use computer based programmesto provide up to the minute betting odds to the customers, and issue the correct receipts for theirbets. After a race or sporting fixture, customers will come back to you for their winnings - you willneed to provide a courteous and confidential service, regardless of the amount they have won.

Betting Manager

66

Can also be called: Betting Shop Manager


As a Betting Shop Manager you will plan, organise, co-ordinate and direct the activities of abetting shop. Your primary responsibility is to ensure that your staff offer excellent customerservice, but you will also need to train and develop your team of cashiers and ensure that theshop is profitable as a business. You will spend most of your time working with your team on theshop floor, and may be required to help out with cashier duties occasionally. As well as recruiting,training and managing staff, you will oversee the taking of bets, ensuring that winnings are paidout quickly and accurately. Most shops also have betting machines and you will need to makesure that these are not abused. You may also be required to provide very basic technical supportfor these machines. As the manager of the business, you will collect and manage numerical data(on takings, profits and losses), and keep a strict record of this in line with your budgets. Thegambling industry has strict regulations and you will need to ensure 100% compliance with these.

Bingo Manager

Can also be called: Bingo Club General Manager


A Bingo Manager is the key member of the team in any bingo club, and is responsible for all ofthe club's gaming activities. This involves overseeing a number of areas, including businessgrowth, marketing, finance, human resources, and customer service standards. It is your job torun the club effectively, developing its potential whilst creating and maintaining a highly customer-focused environment. As well as recruiting, training and managing staff, you will oversee thebingo games, ensuring that winnings are paid out quickly and accurately. Most bingo clubs alsohave gaming machines and you will make sure are not abused. You may be required to providevery basic technical support for these machines. The local marketing of the bingo club will beyour responsibility and it is important to maintain an effective promotional campaign. As themanager of the business, you will collect and manage numerical data (on takings, profits andlosses), and keep a strict record of this in line with your budgets. The gambling industry has strictregulations and you will need to ensure 100% compliance with these.

Bingo Team Leader

Can also be called: Bingo Supervisor


As Bingo Team Leader, it is your job to assist in running the club and developing its potential.You will also help to create and maintain a highly customer-focused environment. You will beresponsible for organising the day-to-day function of the gaming activities – you will oversee thebingo games, and ensure that winnings are paid out quickly and accurately. The gamblingindustry has strict regulations, so you will need to ensure 100% compliance with these. Mostclubs also have gaming machines, and you will need to make sure that these are not abused.You may be required to provide very basic technical support for these machines. In addition tothese duties, you will help to collect and manage numerical data on takings, profits and losses,keeping a strict record in line with your budget.

Bingo Team Member

67

Can also be called: Bingo Caller


As a Bingo Team Member, you will often operate the bingo games, calling out randomly selectednumber to the players. You will need to be quick enough to maintain the excitement of the game,but not so quick so that customers do not have time to check their bingo card. You will also beresponsible for making sure that the guests understand the game, how it is played, and the rulessurrounding the collection of prizes etc.

Cleaner



As a key member of the services team, you will help to maintain a high standard of cleanliness,ensuring the comfort of those using the facilities. The level of cleanliness and hygiene oftenemerges as a principal concern for customers, so you need a keen eye for detail and the all-important finishing touches. You will need to complete your tasks within tight time constraints,whilst still taking pride in your work. A range of heavy-duty, specialist equipment may be available(depending on your place of work) including floor polishers, high pressure cleaners and back-vacs (carried on the back for vacuuming stairs). You will be trained in the use of such equipment,cleaning agents and manual handling - it is important to follow safe working procedures andhygienic methods of cleaning. You will also be expected to report items which need repairing,maintaining or replacing promptly, along with any other risks to people's safety and security.

Croupier

Can also be called: Table Games Dealer, Black Jack Dealer,Dealer, 21 Dealer, Casino Dealer,Dual Rate Dealer, Card Dealer, Craps Dealer, Gaming Dealer


As a croupier in a fashionable, exclusive casino, you will be surrounded by sumptuous decor andelegant people. In other places, the setting may be simpler, and the players at your table casuallydressed. However, the air of tension as the climax of each game is reached will be the same. Aspeople place their chips on the table for the next roll of the dice, spin of the roulette wheel, or dealof the cards, you must concentrate carefully on what is going on. When each game finishes, youwill pay out chips to the winners, and collect them from the losers. You need to be good withmental arithmetic, and it helps to have nimble fingers to deal cards or stack chips. Your table isunder the watchful eye of a supervisor or 'pit boss', and there are hidden buttons for summoninghelp when necessary (for example, if you suspect that a player may be cheating). A pleasant,smiling personality is very important., and you should never lose your cool, or treat players withanything other than courtesy.

General Manager



68

As general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the business makesa profit. In this role, you will be supported by a team of senior managers, department managersand supervisors. Working closely with your managers and staff, you will ensure that every aspectof the operation runs smoothly and achieves - or preferably exceeds - sales and profit targets.You will regularly appraise the performance of your managers, giving feedback on what they aredoing well and helping them to improve in other areas. A major part of your role will involvemotivating your team to deliver their best performance at all times, and make the most of theirsales skills. You will be a key customer contact, liaising with clients to gain maximum customersatisfaction, monitoring their feedback and encouraging your team to remain customer focused atall times. As the person in charge, you are ultimately responsible for the health and safety ofeveryone on the premises, for food safety, upholding the licensing laws, and complying withconsumer protection and employment legislation. Inevitably, there are also administrative tasksinvolved in this role, including financial reports, budgets, cost analysis, and correspondence withsuppliers, customers and head office. You will also initiate promotion and marketing campaigns,as well as getting fully involved in company-wide schemes.

Inspector

Can also be called: Table Supervisor


In many casinos, the Inspector is a senior croupier who oversees and supports a number ofgaming tables. Often, your main duty is to ensure that the strict regulations surrounding gamblingare enforced. As well as supporting the development of the croupiers' skills, you will keep awatchful eye on the speed of play, and any actions by guests that may lead to cheating or fraud.If there is a dispute at the tables, you will often be the first person summoned by the croupier tohelp resolve the issue.

Owner




Pit Boss

Can also be called: Casino Room Supervisor

69


As pit boss, you will manage a section of the casino, maintaining the highest standards of serviceto your guests whilst ensuring 100% compliance to the regulations surrounding gamblingactivities. Tasks will involve scheduling and positioning the croupiers and inspectors on yoursection, and helping to detect and prevent cheating by viewing of surveillance tapes of suspectedcheats. Often, the Pit Boss is also responsible for maintaining the condition of cards and dice forthe gaming tables - for example, you will remove cards from tables if they are damaged, markedor worn.

Regional Manager




Senior Manager




Shift Manager

Can also be called: Duty Manager


As Shift Manager, you will be responsible for the gaming activities that take place in the businesson your shift or duty. You will manage the overall gaming experience and operation, working withyour team who interact with the guests. You will also liaise with other department managers (such

70

as the food and beverage departments) to ensure that the refreshment needs of the guests arefulfilled. You will report to the senior management or executive team of the gaming venue and aidin the completion of development and training plans for the staff, ensuring that there is constantimprovement and enhancement to the guests’ service experience..

Tele-Betting Telephone Operator

Can also be called: Tele-Betting Agent


A betting call centre is a fast paced and buzzy environment, and as a Tele-Betting TelephoneOperator, you are at the very heart of it. You will respond to customer telephone calls, helpingthem to place their bets for a particular sporting event. You will use the computer basedprogrammes to provide up to the minute betting odds for them, and issue the correct receipts fortheir bets. After a race or sporting fixture, customers will come back to you for their winnings, andyou will need to provide a courteous and confidential service, regardless of the amount they havewon.

Tele-Betting Team Leader

Can also be called: Betting Supervisor


As Tele-Betting Team Leader, you will support the manager in directing the activities of a bettingcall centre. Your primary responsibility is to ensure that the staff offer excellent customer service,but you will also assist in the training and development of your team of cashiers. You will often beresponsible for a number of cashiers, ensuring that they provide the services of your companywithin the strict guidelines laid down. You will oversee the taking of bets, ensuring that winningsare paid out quickly and accurately, and you will be the first port of call for help in the case of adispute. As assistant manager of the business, you will help to collect and manage numericaldata (on takings, profits and losses), and keep a strict record of this in line with your budgets. Thegambling industry has strict regulations and you will need to ensure 100% compliance with these.

Tele-Betting Manager

Can also be called: Betting Call Centre Manager


As a Tele-Betting Manager you will plan, organise, co-ordinate and direct the activities of abetting call centre. Your primary responsibility is to ensure that your staff offer excellent customerservice, but you will also need to train and develop your team of cashiers and ensure that yourbusiness is profitable. You may also undertake cashier duties from time to time to help out theteam. As well as recruiting, training and managing staff, you will oversee the taking of bets,ensuring that winnings are paid out quickly and accurately. As the manager of the business, youwill collect and manage numerical data (on takings, profits and losses), and keep a strict record ofthis in line with your budgets. The gambling industry has strict regulations and you will need toensure 100% compliance with these.

3.11 Case studies

71

Betting Shop Cashier/ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=1171&parent=399

Betting Shop ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=1107&parent=401

BookmakerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=1108&parent=401



Cloakroom Attendant/UsherSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1771&parent=96

Concierge/BellpersonSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2448&parent=702





72



Main Stage CallerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=2177&parent=400

PublicanSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1807&parent=105

Reception ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2413&parent=101

Sommelier/Wine WaiterSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2019&parent=704



3.12 FAQs

Q: I’ve heard that the pay isn’t very good in this industry … is that true?A: Amongst the less senior positions, salaries are comparable to many other industries (forexample retail) but once you begin to progress up the ladder, the sky is the limit in terms of howmuch you could earn. Those working as owners of gambling establishments, for example, canearn up to £200k.

Q: But could I really consider a job in this industry as a career?A: It’s true to say that some people come into the industry and don’t stay long. A large numberof students, for example, work as bar staff while they’re studying but only stay in the job for ashort time. However, this only makes employers more eager to find people that will stay in thejob for a prolonged period so, with the right attitude and a bit of hard work, people committed tothe industry can progress very quickly up the career ladder.

73


Q: Don’t you have to work unsociable hours though?A: Well, this is a service industry which means that in some roles you’ll be expected to workwhilst the ‘9-5’ aren’t working. So, if you work in a bingo hall or casino, the chances are that yourbusiest periods will be in the evenings and at weekends. However, there are many other jobroles (such as more strategic, managerial positions) which are office-based where you’d beworking on a more conventional 9-5 basis.




The Gambling CommissionRegulatory body for the gambling industry.http://www.gamblingcommission.gov.uk




74

3.14 Gambling industry regional information

3.14.1 Gambling industry East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


• There are approximately 4,900 people working in the gambling industry in this region• 64 percent work on a full time basis, whilst 36 percent work part time



16-19 8%

20-24 16%

25-29 10%

30-34 0%

35-39 33%

40-44 0%

45-49 14%

50-54 6%

55-59 0%

60-64 12%

65-69 0%

70+ 0%




NVQ Level 4 16%

NVQ Level 3 22%

NVQ Level 2 6%






75

East Midlands




Chefs, cooks 18,700








change

2008 2013 2017 2008-2017






• Skill shortages



76



77

3.14.2 Gambling industry East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 7,500 people working in the gambling industry in this region• There are a greater number of women working in the sector (62 percent) than men (38percent)



16-19 11%

20-24 12%

25-29 12%

30-34 13%

35-39 7%

40-44 8%

45-49 3%

50-54 20%

55-59 9%

60-64 4%

65-69 0%

70+ 0%




NVQ Level 4 17%

NVQ Level 3 27%

NVQ Level 2 9%






78

Eastern




Chefs, cooks 23,000








change

2008 2013 2017 2008-2017






• Skill shortages



79



80

3.14.3 Gambling industry LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 13,200 people working in the gambling industry in this region• There are a greater number of women working in the sector (54 percent) than men (46percent)



16-19 2%

20-24 27%

25-29 9%

30-34 19%

35-39 7%

40-44 11%

45-49 7%

50-54 4%

55-59 5%

60-64 8%

65-69 2%

70+ 0%




NVQ Level 4 23%

NVQ Level 3 23%

NVQ Level 2 27%






White 71%



81



London




Chefs, cooks 39,700








change

2008 2013 2017 2008-2017

Managers and Senior OfficialsIncluding:Restaurant & catering managersPublicans & managers of licensed premises 597,000 624,300 659,500 9%




• Skill shortages

82





83

3.14.4 Gambling industry North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 7,700 working in the gambling industry in this region• 61 percent work on a full time basis.



16-19 0%

20-24 12%

25-29 8%

30-34 21%

35-39 9%

40-44 13%

45-49 6%

50-54 4%

55-59 22%

60-64 0%

65-69 0%

70+ 5%




NVQ Level 4 22%

NVQ Level 3 6%

NVQ Level 2 25%






North East

84



Chefs, cooks 8,400








change

2008 2013 2017 2008-2017




Including:Kitchen and catering assistantsWaiting staffBar staff 775,300 839,600 853,600 10%


• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Team working skills

85

2. Problem solving skills3. Technical, practical or job-specific skills4. Customer handling skills5. Oral communication skills


86

3.14.5 Gambling industry North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 13,400 working in the gambling industry in this region• 71 percent work on a full time basis, whilst 29 percent work part time



16-19 4%

20-24 20%

25-29 29%

30-34 4%

35-39 4%

40-44 7%

45-49 10%

50-54 10%

55-59 4%

60-64 7%

65-69 0%

70+ 0%




NVQ Level 4 13%

NVQ Level 3 19%

NVQ Level 2 42%







87





Chefs, cooks 26,300



Bar staff 28,400





change

2008 2013 2017 2008-2017





• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:

88

1. Technical, practical or job-specific skills2. Team working skills3. Management skills4. Problem solving skills5. Customer handling skills


89

3.14.6 Gambling industry South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 10,100 working in the gambling industry in this region• There are a greater number of women working in the sector (60 percent) than men (40percent)



16-19 2%

20-24 26%

25-29 20%

30-34 10%

35-39 8%

40-44 16%

45-49 5%

50-54 10%

55-59 4%

60-64 2%

65-69 0%

70+ 0%




NVQ Level 4 37%

NVQ Level 3 22%

NVQ Level 2 24%






White 87%



90



South East




Chefs, cooks 37,200








change

2008 2013 2017 2008-2017





91

• Skill shortages





92

3.14.7 Gambling industry South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 5,200 people working in the gambling industry in this region• There are a greater number of men working in the sector (55 percent) than women (45percent)



16-19 0%

20-24 23%

25-29 17%

30-34 13%

35-39 10%

40-44 13%

45-49 10%

50-54 0%

55-59 4%

60-64 10%

65-69 0%

70+ 0%




NVQ Level 4 15%

NVQ Level 3 13%

NVQ Level 2 33%






93

South West




Chefs, cooks 18,100








change

2008 2013 2017 2008-2017





• Skill shortages



94



95

3.14.8 Gambling industry West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 8,100 people working in the gambling industry in this region• 71 percent work on a full time basis, whilst 29 percent work part time



16-19 10%

20-24 0%

25-29 25%

30-34 9%

35-39 6%

40-44 16%

45-49 12%

50-54 14%

55-59 0%

60-64 6%

65-69 0%

70+ 0%




NVQ Level 4 19%

NVQ Level 3 21%

NVQ Level 2 25%






White 94%



96



West Midlands



Chefs, cooks 18,300








change

2008 2013 2017 2008-2017





• Skill shortages

97





98

3.14.9 Gambling industry Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 8,700 working in the gambling industry in this region• 68 percent work on a full time basis, whilst 32 percent work part time



16-19 0%

20-24 21%

25-29 13%

30-34 6%

35-39 11%

40-44 17%

45-49 11%

50-54 10%

55-59 2%

60-64 5%

65-69 1%

70+ 0%




NVQ Level 4 7%

NVQ Level 3 31%

NVQ Level 2 32%







99




Chefs, cooks 19,900








change

2008 2013 2017 2008-2017






• Skill shortages




100

1. Oral communication skills2. Problem solving skills3. Technical, practical or job-specific skills4. Customer handling skills5. Team working skills


101

4. Hotels


Hotels are paid accommodation open to the general public.

They are usually found to have the following sub-structure:

Budget hotels Bed and breakfast accommodation One star Two star Three star Four star Five star

As an accommodation provider hotels have a potential overlap with other industries, such asyouth hostels, farms, pubs, and restaurants and others that may also provide accommodation.They often fall under bed and breakfast accommodation.


There are a wide variety of jobs in the hotel industry ranging from hotel porter and kitchenassistant through to supervisory and managerial positions.

For a lot of the ‘entry level’ positions, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles, suchas bar staff or waiting staff, good people skills and an appreciation of the importance of customerservice are an advantage. Progression in the industry is most likely for committed workers whoare willing to take on new responsibilities.






Assistant Events Co-ordinatorCan also be called: Events Co-ordinator, Events Publisher, Promotions Assistant, ConferenceServices Assistant Manager,Convention Services Assistant (CSA), Conference Planner, Events

102

Planner, Conference Assistant Manager, Conference Planning Assistant, Event Assistant,Catering and Convention Services Coordinator, Catering and Convention Services AssistantSalary: £14-17k per year

Assistant Events OrganiserCan also be called: Events Organiser, Conference Services Assistant Manager,ConventionServices Assistant (CSA), Conference Planner, Conference Assistant Manager, ConferencePlanning Assistant, Event Assistant, Catering and Convention Services Co-ordinator, Cateringand Convention Services AssistantSalary: £14-17k per year

Assistant Exhibitions Co-ordinatorCan also be called: Exhibitions Co-ordinator, Exhibit Design Assistant, Assistant Set Designer,Exhibit Preparator, Assistant Display Coordinator, Exhibitions Curator, Scenic Design Assistant,Show Design Assistant, Exhibition Organiser, Promotions Assistant, Sales Assistant, ContractsSupervisorSalary: £14-17k per year








Events Co-ordinator

103

Can also be called: Assistant Events Co-ordinator, Events Publisher, Promotions Assistant,Conference Services Co-ordinator, Conference Planner, Events Planner, Conference AssistantManager, Conference Planning Assistant, Event Assistant, Catering and Convention ServicesCo-ordinator, Catering and Convention Services AssistantSalary: £21-35k per year

Events ManagerCan also be called: Venue Manager, Conference Services Manager, Catering Manager,Convention Services Manager (CSM), Conference Planner, Director of Conference Services,Conference Manager, Conference Planning Manager, Catering and Convention ServicesManager, Bar & Events ManagerSalary: £36+k per year

Events OrganiserCan also be called: Assistant Events Organiser, Conference Services Organiser,ConventionServices Supervisor (CSS), Conference Planner, Conference Organiser, Conference PlanningCo-Ordinator, Events Arranger, Catering and Convention Services Co-ordinator, Catering andConvention Services OrganiserSalary: £21-35k per year

Exhibitions Co-ordinatorCan also be called: Assistant Events Co-ordinator, Exhibition Designer, Set Designer, ExhibitPreparator, Display Coordinator, Exhibitions Curator, Scenic Designer, Exhibition Organiser,Promotions Assistant, Sales Assistant, Contracts Supervisor, Exhibition Health & Safety ManagerSalary: £21-35k per year

Exhibitions ManagerCan also be called: Exhibition Design Manager, Set Designer, Exhibit Manager, Display Manager,Exhibitions Curator, Scenic Designer, Promotions Manager, Sales Manager, Contracts Manager,Exhibition Health & Safety Manager, Bookings ManagerSalary: £30+k per year





Head Chef

104

Can also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, Executive Chef,Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £20-45k per year










Owner

105

Can also be called: Business Owner, Operator, Proprietor, Patron, LandlordSalary: £30-200k per year





Room AttendantCan also be called: Housekeeper, Environmental Services Worker, Housekeeping LaundryWorker, Environmental Services Aide, Housekeeping Aide, Cottage Attendant, Room CleanerSalary: £11+k per year





Stillroom AssistantCan also be called: BrewmasterSalary: £11+k per year

Venue ManagerCan also be called: Bookings Manager, Executive Manager, Facility Manager, OperationsManager, Event Director, Venue Supervisor, Event ManagerSalary: £30+k per year

106





The majority of ‘entry level’ jobs in the hotel industry do not have any formal entry requirements.Some previous experience is always an advantage but, more generally, employers preferindividuals with good communication and team working skills.





4.5 Qualifications

There are many different qualifications relevant to the various occupations in the hotel industry.



Diploma in Licensed Hospitalityhttp://www.uksp.co.uk/qualifications.aspx?QualID=654

Elementary Food Hygienehttp://www.uksp.co.uk/Qualifications.aspx?QualID=862

HACCP for Caterershttp://www.uksp.co.uk/Qualifications.aspx?QualID=863

HNC in Eventshttp://www.uksp.co.uk/qualifications.aspx?QualID=865

HNC in Professional Cookeryhttp://www.uksp.co.uk/Qualifications.aspx?QualID=866

Intermediate Food Hygiene http://www.uksp.co.uk/Qualifications.aspx?QualID

107

=875

Intermediate HACCP Practiceshttp://www.uksp.co.uk/Qualifications.aspx?QualID=876

Level 1 Diploma in Introduction toProfessional Cookery


Level 1 NVQ in Cleaning and SupportServices


Level 2 Apprenticeship in Hospitality andCatering


Level 2 Award in Cleaning Principleshttp://www.uksp.co.uk/Qualifications.aspx?QualID=663

Level 2 Award in Food Safety in Cateringhttp://www.uksp.co.uk/Qualifications.aspx?QualID=642

Level 2 Award in Health and Safety in theWorkplace


Level 2 Award in Healthier Food andSpecial Diets


Level 2 Award in Practical Food Safety inCatering




Level 2 Certificate in Cleaning Principleshttp://www.uksp.co.uk/Qualifications.aspx?QualID=671

Level 2 Diploma in Food and BeverageService


Level 2 Diploma in Professional Cookeryhttp://www.uksp.co.uk/Qualifications.aspx?QualID=638

Level 2 National Certificate for DesignatedPremises Supervisors


Level 2 National Certificate for Licensees(Drugs Awareness)


Level 2 National Certificate for PersonalLicense Holders


Level 2 National Certificate in LicensedRetailing


Level 2 NVQ Food and Drinks Servicehttp://www.uksp.co.uk/Qualifications.aspx?QualID=683



Level 2 NVQ in Food Processing andCooking


Level 2 NVQ in Professional Cookeryhttp://www.uksp.co.uk/Qualifications.aspx?QualID=646

Level 3 Advanced Certificate in Wines andSpirits


Level 3 Apprenticeship in Hospitality andCatering (Professional Cookery)


Level 3 Award in the Principles ofSupervising Customer Service performancein HLTT

http://www.uksp.co.uk/qualifications.aspx?QualID=737

Level 3 Certificate in Management forHospitality, Leisure and Tourism


Level 3 Diploma for Designated PremisesSupervisors


108

Level 3 Diploma in Advanced ProfessionalCookery


Level 3 Diploma in Events ManagementSkills (NVQ)


Level 3 Diploma in Hospitality, Supervision& Leadership



Level 4 Award in Managing Food Safety inCatering


Level 4 Diploma in Management forHospitality, Leisure and Tourism


Level 4 Diploma in Wines and Spiritshttp://www.uksp.co.uk/Qualifications.aspx?QualID=704



• There are approximately 253,900 people working in the hotel sector throughout the UK• 64 percent work on a full time basis, whilst 35 percent work part time• There are a greater number of women working in the sector (58 percent) than men (42percent)



16-19 33,600 13%

20-24 40,000 16%

25-29 38,600 15%

30-34 23,000 9%

35-39 23,700 9%

40-44 20,800 8%

45-49 22,000 9%

50-54 21,900 9%

55-59 15,000 6%

60-64 9,900 4%

65-69 3,500 1%

70+ 1,900 1%




NVQ Level 4 43,500 17%

NVQ Level 3 56,700 22%

NVQ Level 2 63,700 25%


109





White 227,700 90%





United Kingdom






Hotel porters 11,300




• Forecasts for the occupational breakdown in the Hotel and catering industry

The data in the table below reflects the numbers expected to be working in a variety ofoccupational roles across the Hotel and catering sector (unfortunately the figures cannot bebroken down further to the hotel industry alone).



change

2008 2013 2017 2008-2017


Including: 571,600 596,400 630,300 10%

110

Hotel & accommodation managersRestaurant & catering managersPublicans & managers of licensed premises





4.7 Skill shortages







There are many large companies in the industry. For those who are in more senior positionsthen the skills gained through these strategic roles can, again, be transferred over to manydifferent settings. Retail, for example, which is also a very customer focused industry would be alikely area for individuals looking to change career direction.


111



Some people take on work in the industry on a temporary basis. Employers, however, prefer totake on staff they know will stay for a prolongued period. There is therefore considerableopportunity to progress very quickly in the industry for the ambitious and committed worker.

4.10 Job profiles





Assistant Events Co-ordinator

Can also be called: Events Co-ordinator, Events Publisher, Promotions Assistant, ConferenceServices Assistant Manager,Convention Services Assistant (CSA), Conference Planner, EventsPlanner, Conference Assistant Manager, Conference Planning Assistant, Event Assistant,Catering and Convention Services Coordinator, Catering and Convention Services Assistant


112

Assistant Co-ordinators can be involved in a wide range of events, though many specialise in onearea. You will be involved in most aspects of planning, marketing and running events on behalf ofa client or your own organisation. Events can include exhibitions, conferences, promotions,product launches; parties, awards ceremonies etc, and in larger organisations, roles are oftendivided between marketing, sales and operations. The marketing team researches a sector,identifies a need, and organises a campaign to promote the event; the sales team is responsiblefor promoting the event to potential exhibitors and attracting sponsorship; and the operationsteam oversees the practical details, such as booking the venue and catering and equipment hire.Event organisation involves a wide range of tasks, which may vary according to the size of theorganisation you work in. Although big event organisers will undertake the majority of the workthemselves, dividing the tasks amongst specialist teams, some may sub-contract certain tasks ifthey have lots of events at one time. Tasks typically involve liaising with clients, finding out theirprecise requirements and producing detailed proposals for events (including timelines, venuesuggestions and budgets), often to very tight deadlines. You are likely to be responsible forsecuring and booking a suitable venue for the event and creating a publicity campaign to promoteit to the public. You may liaise with newspapers, TV, radio and other media, and write pressreleases or briefs in order to gain maximum advertising coverage. If you require severalparticipants to present their services at your event, you will need to sell stands or exhibition spaceto them, promoting the ways in which they can benefit from attending your event. As a member ofthe event organising team you may need to liaise with clients and designers to create a brand or“look” for the event - co-ordinating venue management, caterers, stand designers, contractorsand equipment hire. Sometimes you will also be requested to arrange accommodation forexhibitors and/or delegates. With so much going on, you will need to help to keep an accuraterecord of client requirements and bookings, making sure that tickets, posters, catalogues andsales brochures are organised, and that any delegate packs and papers are prepared in time. It isalso essential that you organise insurance and security for the event, and ensure that health andsafety regulations are adhered to. The team will also co-ordinate everything on the day of theevent to ensure that all runs smoothly, that the event is 'broken down' efficiently and the venue iscleared on time, leaving you to evaluate its success and produce reports for the client.

Assistant Events Organiser

Can also be called: Events Organiser, Conference Services Assistant Manager,ConventionServices Assistant (CSA), Conference Planner, Conference Assistant Manager, ConferencePlanning Assistant, Event Assistant, Catering and Convention Services Co-ordinator, Cateringand Convention Services Assistant


Assistant Event Organisers can be involved in a wide range of events, or may specialise in onearea. You will be involved in most aspects of planning and running events on behalf of a client oryour own organisation. Events can include product launches; parties, awards ceremonies etc. Inlarger organisations, roles can be divided between marketing, sales and operations. Themarketing team researches a sector, identifies a need, and organises a campaign to promote theevent; the sales team is responsible for promoting the event to potential exhibitors and attractingsponsorship; and the operations team oversees the practical details, from booking the venue tocatering and equipment hire. Event organisation involves a wide range of tasks, which may varyaccording to the size of the organisation you work in. These typically involve liaising with clients,finding out their precise requirements and producing detailed proposals for events (includingtimelines, venue suggestions and budgets), often to very tight deadlines. As a member of theevent organising team, you will assist colleagues in liaising with suppliers and venue staff,caterers, stand designers, contractors and equipment hire. You may also be asked to arrangeaccommodation for exhibitors and/or delegates. With so much going on, you will need to help tokeep an accurate record of client requirements and bookings, making sure that tickets, posters,

113

catalogues and sales brochures are organised, and that any delegate packs and papers areprepared in time. The team will also co-ordinate everything on the day of the event to ensure thatall runs smoothly, that the event is 'broken down' efficiently and the venue is cleared on time,leaving you to evaluate its success and produce reports for the client.

Assistant Exhibitions Co-ordinator

Can also be called: Exhibitions Co-ordinator, Exhibit Design Assistant, Assistant Set Designer,Exhibit Preparator, Assistant Display Coordinator, Exhibitions Curator, Scenic Design Assistant,Show Design Assistant, Exhibition Organiser, Promotions Assistant, Sales Assistant, ContractsSupervisor


As an Assistant Exhibition Coordinator, you will assist in the planning, co-ordination andpromotion of exhibitions. It is a varied role that requires a number of skills. You will be responsiblefor arranging the venue, accommodation and services (such as catering and travel) ensuring thatthe exhibition runs smoothly, and that costs stay within a set budget. You will help yourcolleagues to plan, organise and advertise the exhibition, organising the production ofpromotional literature to attract exhibitors and visitors. You sell exhibition space, and ensure thatfacilities meet all requirements by negotiating with venue managers, stand designers andcaterers. The ability to think and act quickly is useful when problems arise - you must respond tounexpected requests and ensure customer satisfaction. To be an Assistant Exhibition Organiser,you must enjoy talking to people, be tactful, calm, well organised and a good communicator. Youshould be prepared to travel and willing to work long hours, often under pressure. For someposts, knowledge of a foreign language is useful.








As Assistant Head Housekeeper, you have, along with the Head Housekeeper, responsibility forthe cleaning of the whole premises. This is a hands-on role, demanding high standards. You -along with your team of supervisors and staff - may have to look after miles of corridors, several

114

hundred rooms, and thousands of windows, as well as lifts, staircases, and perhaps escalators.Your responsibilities will include collecting linen and laundry, organising cleaning materials,supervising the domestic staff, and seeing that meeting/conference rooms are set up correctly.You may also need to add the finishing touches, such as flower arrangements, sufficient ashtrays(if smoking is allowed), pens and paper, glasses, bottled water, etc. You will need to be a strongleader, and motivate your staff to deliver consistently high standards of cleanliness. You will alsoneed to deputise for the Head Housekeeper where appropriate and liase with other departments.You will need to have detailed knowledge of a wide range of industrial cleaning methods andequipment, and excellent organisational skills to achieve this within the required budgetaryconstraints. Your business may contract out certain aspects of the cleaning process, whichrequires your familiarity with the tendering process and some experience of managingcontractors. You will need to be an effective communicator, bringing the same professionalism toyour dealings with management, colleagues and guests alike, and the nature of your work meansyou are likely to have close contact with customers.

Bar Manager




Bar Person

115



In this role, you will help set up the bar area, stock the shelves and refrigerators so drinks areavailable and at the correct temperature for service, prepare garnishes, serve drinks, takepayment, clear tables, possibly washing glasses (in a machine, generally), and clear up afterservice. Some guests may wish to charge their drinks to their account, rather than pay in cash -this would often be the case in a hotel or a club. During service you will be kept busy preparingand serving drinks, and keeping the bar area clean and clear. The choice of drinks served willvary depending on the type of establishment you are working in. In addition to serving a widerange of beers, spirits, non-alcoholic and soft drinks, most bars also offer a choice of wines, aswell as tea, coffee and a range of snacks. In some bars, cocktails are a popular choice, as areliqueurs and brandies. In this case, you will need a good memory to be able to describe the tasteof all the drinks you serve, along with the skills to blend, whisk, or shake the more exotic drinks.You may dispense drinks to customers directly, or via colleagues – in a restaurant bar, waitingstaff may send drink orders through to you, and collect them once you have prepared them. Goodcustomer skills are important, but that does not mean that people want you to dominate theirconversation - you need to be friendly but not over-familiar. You must follow the licensing laws onwho can and cannot be served alcohol, the correct measures for each drink, and ensuring thecorrect brand is served. It is also your responsibility to work in a safe, hygienic manner,maintaining a high standard of personal presentation and hygiene

Chef




116

Cleaner








Events Co-ordinator

Can also be called: Assistant Events Co-ordinator, Events Publisher, Promotions Assistant,Conference Services Co-ordinator, Conference Planner, Events Planner, Conference AssistantManager, Conference Planning Assistant, Event Assistant, Catering and Convention ServicesCo-ordinator, Catering and Convention Services Assistant


Co-ordinators can be involved in a wide range of events, though many specialise in one area.You will be involved in most aspects of planning, marketing and running events on behalf of a

117

client or your own organisation. Events can include exhibitions, conferences, promotions, productlaunches; parties, awards ceremonies etc, and in larger organisations, roles are often dividedbetween marketing, sales and operations. The marketing team researches a sector, identifies aneed, and organises a campaign to promote the event; the sales team is responsible forpromoting the event to potential exhibitors and attracting sponsorship; and the operations teamoversees the practical details, such as booking the venue and catering and equipment hire. Eventorganisation involves a wide range of tasks, which may vary according to the size of theorganisation you work in. Although big event organisers will undertake the majority of the workthemselves, dividing the tasks amongst specialist teams, some may sub-contract certain tasks ifthey have lots of events at one time. Tasks typically involve liaising with clients, finding out theirprecise requirements and producing detailed proposals for events (including timelines, venuesuggestions and budgets), often to very tight deadlines. You are likely to be responsible forsecuring and booking a suitable venue for the event and creating a publicity campaign to promoteit to the public. You may liaise with newspapers, TV, radio and other media, and write pressreleases or briefs in order to gain maximum advertising coverage. If you require severalparticipants to present their services at your event, you will need to sell stands or exhibition spaceto them, promoting the ways in which they can benefit from attending your event. As a member ofthe event organising team you may need to liaise with clients and designers to create a brand or“look” for the event - co-ordinating venue management, caterers, stand designers, contractorsand equipment hire. Sometimes you will also be requested to arrange accommodation forexhibitors and/or delegates. With so much going on, you will need to keep an accurate record ofclient requirements and bookings, making sure that tickets, posters, catalogues and salesbrochures are organised, and that any delegate packs and papers are prepared in time. It is alsoessential that you organise insurance and security for the event, and ensure that health andsafety regulations are adhered to. The team will also co-ordinate everything on the day of theevent to ensure that all runs smoothly, that the event is 'broken down' efficiently and the venue iscleared on time, leaving you to evaluate its success and produce reports for the client.

Events Manager

Can also be called: Venue Manager, Conference Services Manager, Catering Manager,Convention Services Manager (CSM), Conference Planner, Director of Conference Services,Conference Manager, Conference Planning Manager, Catering and Convention ServicesManager, Bar & Events Manager


With overall responsibility for an event (or series of events), this role involves managing a team ofstaff and overseeing client relationships. You may be involved in a wide range of events, or youcould specialise in one area. As manager, you are involved in every aspect of planning andrunning events on behalf of a client or your own organisation (such as product launches, parties,awards ceremonies etc) and may work for an event management company, exhibition orconference venue, or as a freelance organiser. Some organisations sub-contract certain tasks,although big event organisers will undertake the majority of the work themselves, dividing thetasks amongst specialist teams. The work is generally split into three areas, and it is possible towork in any or all of the following: 1) Marketing - researching the level of interest in a specificevent, and finding suitable venues and dates to hold it. You then deal with the organisation ofpublicity, design and printing of tickets, posters and promotional items to advertise the event. 2)Sales - selling stand space to exhibitors by telephone or face-to-face and arranging sponsorship.During an exhibition, sales staff may contact all the exhibitors to try to sell space for future events.3) Operations - co-ordinating all the practical aspects, from planning timetables and bookingvenues to supervising contractors such as exhibition designers, stand suppliers, audio-visualproduction companies and caterers. During the event, operations staff work closely with venuestaff, dealing with enquiries from exhibitors, speakers, sponsors and visitors/delegates. It isessential that you organise insurance and security for the event, and ensure that health and

118

safety regulations are adhered to, as well as ensuring that the venue is cleared safely. After anevent, the manager has over all responsibility for analyzing guest and client satisfaction andproducing an evaluation report.

Events Organiser

Can also be called: Assistant Events Organiser, Conference Services Organiser,ConventionServices Supervisor (CSS), Conference Planner, Conference Organiser, Conference PlanningCo-Ordinator, Events Arranger, Catering and Convention Services Co-ordinator, Catering andConvention Services Organiser


Event Organisers can be involved in a wide range of events, though many specialise in one area.You will be involved in most aspects of planning and running events on behalf of a client or yourown organisation. Events can include product launches; parties, awards ceremonies etc. In largerorganisations, roles can be divided between marketing, sales and operations. The marketingteam researches a sector, identifies a need, and organises a campaign to promote the event; thesales team is responsible for promoting the event to potential exhibitors and attractingsponsorship; and the operations team oversees the practical details, from booking the venue tocatering and equipment hire. Event organisation involves a wide range of tasks, which may varyaccording to the size of the organisation you work in. Although big event organisers will undertakethe majority of the work themselves, dividing the tasks amongst specialist teams, some may sub-contract certain tasks if they have lots of events at one time. Tasks typically involve liaising withclients, finding out their precise requirements and producing detailed proposals for events(including timelines, venue suggestions and budgets), often to very tight deadlines. You are likelyto be responsible for securing and booking a suitable venue for the event. As a member of theevent organising team, you may need to liaise with clients and designers to create a brand or“look” for the event - co-ordinating venue management, caterers, stand designers, contractorsand equipment hire. You may also be asked to arrange accommodation for exhibitors and/ordelegates. With so much going on, you will need to keep an accurate record of clientrequirements and bookings, making sure that tickets, posters, catalogues and sales brochuresare organised, and that any delegate packs and papers are prepared in time. It is essential thatyou organise insurance and security for the event, and ensure that health and safety regulationsare adhered to. The team will also co-ordinate everything on the day of the event to ensure thatall runs smoothly, that the event is 'broken down' efficiently and the venue is cleared on time,leaving you to evaluate its success and produce reports for the client.

Exhibitions Co-ordinator

Can also be called: Assistant Events Co-ordinator, Exhibition Designer, Set Designer, ExhibitPreparator, Display Coordinator, Exhibitions Curator, Scenic Designer, Exhibition Organiser,Promotions Assistant, Sales Assistant, Contracts Supervisor, Exhibition Health & Safety Manager


As an Exhibition Co-ordinator you will take an active part in the planning, co-ordination andpromotion of exhibitions. It is a varied role that requires a number of skills. You will sell stands orexhibition space to potential exhibitors, promoting the ways in which they can benefit fromattending your event. As a member of the exhibition organising team you may need to liaise withclients and designers to create a brand or “look” for the event - co-ordinating venue management,caterers, stand designers, contractors and equipment hire. You may also be asked to arrangeaccommodation for exhibitors and/or delegates. With so much going on, you will need to keep anaccurate record of client requirements and bookings, making sure that tickets, posters,

119

catalogues and sales brochures are organised, and that any information packs and papers areprepared in time. The ability to think and act quickly is useful when problems arise - you mustrespond to unexpected requests and ensure customer satisfaction. You must also enjoy talking topeople, be tactful, calm, well organised and a good communicator. The team will co-ordinateeverything on the day of the exhibition to ensure that all runs smoothly, that the event is 'brokendown' efficiently and the venue is cleared on time, leaving you to evaluate its success andproduce reports for the client.

Exhibitions Manager

Can also be called: Exhibition Design Manager, Set Designer, Exhibit Manager, Display Manager,Exhibitions Curator, Scenic Designer, Promotions Manager, Sales Manager, Contracts Manager,Exhibition Health & Safety Manager, Bookings Manager


Exhibition and conference managers plan and co-ordinate events such as exhibitions, tradeshows and conferences. These can range from major events such as the Ideal Home Exhibition,the Chelsea Flower Show or party political conferences to smaller local or regional events. As anexhibition manager, you can work for event management companies, exhibition or conferencevenues, or as a freelance organiser. The work is generally split into three areas, and it is possibleto work in any or all of the following: 1) Marketing - researching the level of interest in a specificevent, and finding suitable venues and dates to hold it. You then deal with the organisation ofpublicity, design and printing of tickets, posters and promotional items to advertise the event. 2)Sales - selling stand space to exhibitors by telephone or face-to-face and arranging sponsorship.During an exhibition, sales staff may contact all the exhibitors to try to sell space for future events.3) Operations - co-ordinating all the practical aspects, from planning timetables and bookingvenues to supervising contractors such as exhibition designers, stand suppliers, audio-visualproduction companies and caterers. During the event, operations staff work closely with venuestaff, dealing with enquiries from exhibitors, speakers, sponsors and visitors/delegates. You willalso supervise health and safety issues and ensure the venue is cleared safely.





120









General Manager



121


Head Chef




Head Housekeeper

122




Head Porter




Head Receptionist


123



Head Waiter







As Housekeeping Supervisor, you will supervise the work of a team of room attendants orhousekeeping assistants, servicing a floor, or several floors of the hotel between you. You reportto the head housekeeper, and may deputise in that person's absence (depending on yourseniority over the other floor housekeepers). Staff have to be briefed, and their work checked.Reception must be informed when rooms are ready for re-letting, or if there is a problem (such asa late departure, or if two people seem to be occupying a room for one person). Maintenance willneed to be told of repairs and replacements. You may also be responsible for issuing cleaningmaterials clean linen and guest suppliers (soap, shampoo, etc.) to your staff, for their rooms. Youwill need to be aware of safety and hygiene risks, and alert to security concerns. Your masterkey/card will open all the guest rooms in your area of the hotel.

Junior/ Commis Chef

124




Junior Waiter




Kitchen Porter



You play a key role in helping the kitchen to run smoothly, so that clean equipment is availablewhen the chefs need it, and the highest standards of cleanliness and hygiene are maintained atall times. You may also help with the storage of deliveries and ensuring that supplies in the rightplace when needed. During service, duties may include operating the dish and glass washingmachines, salad preparation, making sandwiches or filled rolls, and helping with soup, maincourse dishes and desserts. You may also be asked to help with simple cooking tasks such asfrying chips, and setting up the food counters. When service is finished, you will complete thecleaning of pots, pans and other equipment, and wash the kitchen floors. Some kitchens hire

125

contractors for `deep cleaning' of equipment, ventilation equipment, and walls. If not, you will dothis on a regular basis. Working with cleaning agents (many of which are hazardous) requiresvery high levels of safety awareness and care - high standards of hygiene and personalpresentation are essential, and you will be expected to follow safe working practices.





Owner




Porter



Based in reception or at the porter's desk, you will carry guests' luggage, call taxis, take charge ofleft property, answer queries, take messages for guests, sort mail, and look after hotel and roomkeys. It is a job where discretion is valued. You may also sell newspapers, postcards and stamps,book theatre tickets or hire cars for guests, or help housekeeping, restaurant and banqueting staffin setting up rooms and moving larger items of furniture. Safe practices when lifting and movingare essential. In some hotels, the porters help the conference and banqueting department byserving coffees and teas, checking the room is ready, and tidying up meeting rooms while thedelegates are at lunch. You may also help to park guests’ cars. If you are on night duty, you will

126

be required to provide switchboard cover and an information service as well as checkingcustomers in and out efficiently and accurately calculating accounts. You will be required to followprocedures and instructions to ensure smooth handovers, and maintain standards as directed.You may also be responsible for serving snacks and early breakfasts, and delivering newspapersand wake-up calls to guests. You play a key role in coping with fires or other emergencies,ensuring that help is called promptly and guests evacuated safely, and you also need to be alertto any security threats.

Receptionist




Regional Manager



As Regional Manager, you will look after the operational aspects of all the units in your area. Youwill work with managers, senior staff, and head office to ensure that the business runs smoothly,sales and costs are meeting or exceeding budget, and that problems are dealt with promptly. Youwill play a key role in the development of new facilities, menu changes and pricing, specialpromotions and events. Food safety and health and safety are crucial areas – you must ensurethat every aspect of the operation follows company procedures on avoiding risk. You will have an

127

influence on the training programmes used in the units in your areas, and these must keep pacewith the needs of the business, as well as each individual. You will also recruit managers andtheir deputies, and regularly appraise their performance.

Restaurant Manager




Room Attendant



As a Room Attendant, your job title varies - you may see adverts for “room maids” and“chambermaids” - and the work you undertake depends on the style of the hotel. Whereas it maytake an hour or longer to service a luxury suite with a sunken Jacuzzi, it will be much quicker toservice a room with basic furnishings, and you will be expected to cover more within your shift.High standards of cleanliness are extremely important to hotel guests, and a methodicalapproach is essential for you to achieve this. You will need to avoid spreading bacteria from dirtysurfaces to clean ones, and complete all of your tasks within a reasonable time. When you havefinished, the room must look exactly right and welcoming to the guest, with everything in place -

128

toiletries replenished, the mini-bar restocked and so forth. Your duties may also include cleaningpublic areas of the hotel, and this is usually done very early in the morning when no one is about.Special cleaning tasks also have to be done at regular intervals, such as shampooing furnitureand carpets, or damp dusting high surfaces. Guests will expect to see you looking well turned out,to greet them pleasantly and help them with any enquiries they may have. There will beprocedures to follow for lost property, making beds and every other cleaning and servicing task,such as checking the room for faulty or damaged equipment and dealing with customercomplaints. These tasks will vary according to whether or not the room has been vacated. Youmay also be responsible for “self-checking”, which means you must check your own rooms(subject to spot checks by the floor or head housekeeper). In some hotels, the room attendantswork in teams, so that one person strips the beds, another cleans the bathrooms and so on, andyou will need to liaise with reception so they know when rooms are available to re-let. Hygienicworking practices are important to prevent risks to your own health, as are safe working methodswhen using cleaning materials, equipment, and when lifting or moving. Another key concern issecurity: for yourself, the guests, and their property (along with that of the hotel). You will have akey or key card to let you into all the guest rooms in your area, and will be expected to keep thiswith you at all times.

Sales Agent




Sales Executive



As a Sales Executive, your role is to drive business to your facilities; responding to enquiries,negotiating prices, sending out quotes, and following up leads to convert them into bookings Youwill be responsible for promoting the hotel’s facilities to prospective clients and co-ordinating theirevents to ensure business targets for revenue and profits are met. Often, you will act as a mainpoint of contact for clients planning events, and will work closely with conference operations, thefood and beverage management team, rooms division operations, the finance department andexternal suppliers. You will be responsible for your own correspondence, and for meeting clientfood & beverage requests. Maintaining strong relationships with hotel booking agents andbusiness travel agents is an important part of your role, as is maintaining equally strongrelationships with corporate and conference accounts - you will need to gain their trust, loyaltyand respect as well as winning their business. A passion for meeting and exceeding customerexpectations is imperative, and you should demonstrate excellent attention to detail. The positionalso requires good telephone communication, office administration and support skills.

129

Senior Manager




Senior/Sous Chef




Stillroom Assistant

Can also be called: Brewmaster

Salary: £11+k per yearAs a stillroom assistant, you will work in a specialised role, ensuring that hot beverages areproduced efficiently and on time. Your job is particularly important in hotels with a banquetingfunction, and you may be required to provide coffee for several hundred people at once. You arelikely to be supported by junior waiters, but may also be called upon to support the waiting staff atbusy times.

Venue Manager

Can also be called: Bookings Manager, Executive Manager, Facility Manager, OperationsManager, Event Director, Venue Supervisor, Event Manager


130

A Venue Manager is responsible for the day-to-day management of a conference centre and itsstaff, with commercial accountability for planning, organising and directing all centre services(including reception/front of house, catering and accommodation). The role is mainly proactive –you will lead the development of the business by liaising with the conference centre’s operationalmanagement team (events organiser, front of house manager, and catering manager) and otherservice providers to ensure client requirements are met and events run smoothly. You must strikea balance between customer satisfaction and effective business management, which oftenmeans dealing with last-minute changes or solving problems as they arise. Your duties may varyaccording to the size, position and range of services offered by your employer - smallorganisations will sub-contract some services, such as catering and entertainment, whereas largeconference centres will deal with the majority of the tasks themselves. Typical work activitiesinclude daily communication with the management team, planning work schedules and checkingclient requirements; dealing with customer complaints and comments; managing budgets andfinancial plans, and taking responsibility for the recruitment, training and monitoring of staff. Youmay also supervise maintenance, supplies and furnishings; negotiating with external serviceproviders and suppliers as required. Other tasks include achieving profit targets; takingresponsibility for the sales and marketing of the conference centre (including pricing, promotions,image/brand and profile), leading by example in maintaining service standards and researchingmarkets to identify new business. You will also need to ensure that all practices comply withhealth, safety and licensing laws, along with other legal requirements, and that effective securitysystems are in place. Applying current legal and in-house HR procedures to ensure the retentionof good staff and the provision of high-quality services is also important.

Waiter




Wine Waiter

131








4.11 Case studies

Job role case studies



Chef

132

Source: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1847&parent=95


Concierge/BellpersonSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2448&parent=702




Hotel/Accommodation Room AttendantSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=2238&parent=102

Hotel PorterSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=851&parent=100

HousekeeperSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1848&parent=103



PublicanSource: www.connexions-direct.com

133

http://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1807&parent=105





Company case studies

NovotelSector: Hotelshttp://www.people1st.co.uk/research/case-studies

4.12 FAQs


Q: But could I really consider a job in this industry as a career?A: It’s true to say that some people come into the industry and don’t stay long. A large numberof students, for example, work as bar staff while they’re studying but only stay in the job for ashort time. However, this only makes employers more eager to find people that will stay in thejob for a prolongued period so, with the right attitude and a bit of hard work, people committed tothe industry can progress very quickly up the career ladder.


Q: Don’t you have to work unsociable hours though?A: Well, this is a service industry which means that in some roles you’ll be expected to workwhilst the ‘9-5’ aren’t working. So, if you work behind a bar or in a restaurant, the chances arethat your busiest periods will be in the evenings and at weekends. However, there are many

134

other job roles (such as more strategic, managerial positions) which are office-based where you’dbe working on a more conventional 9-5 basis.

Q: Are there any other benefits to working in a hotel?A: Some employers offer their staff free or subsidised meals at the hotel whilst others,particularly with workers from overseas, offer accommodation at heavily subsidised rates. Otherbenefits can include free or reduced membership costs to the hotel’s gym/leisure facilities andreduced rates with other hotels in the chain.







135

4.14 Hotels Regional Information

4.14.1 Hotels East Midlands. - Key regional variations for sub-sector, employment andlabour market trends and forecasts, and skill shortages.


• There are approximately 15,400 people working in the hotel sector in this region• 62 percent work on a full time basis, whilst 38 percent work part time• There are a greater number of women working in the sector (72 percent) than men (28percent)



16-19 12%

20-24 14%

25-29 19%

30-34 6%

35-39 7%

40-44 5%

45-49 18%

50-54 4%

55-59 5%

60-64 1%

65-69 7%

70+ 0%




NVQ Level 4 21%

NVQ Level 3 32%

NVQ Level 2 23%






White 94%


136




East Midlands





Chefs, cooks 18,700

Hotel porters 1,000





The data in the table below reflects the numbers expected to be working in a variety ofoccupational roles across the Hotel and catering sector (unfortunately the figures cannot bebroken down further to the hotel industry alone or on a regional basis but it is expected that thetrends will largely be applicable across all areas).



change

2008 2013 2017 2008-2017



Elementary OccupationsIncluding:Hotel porters 750,000 807,000 830,700 11%

137

Kitchen and catering assistantsWaiting staffBar staff


• Skill shortages





138

4.14.2 Hotels East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 15%

20-24 16%

25-29 13%

30-34 10%

35-39 9%

40-44 6%

45-49 8%

50-54 10%

55-59 8%

60-64 3%

65-69 1%

70+ 0%




NVQ Level 4 22%

NVQ Level 3 17%

NVQ Level 2 34%






White 92%



139



Eastern





Chefs, cooks 23,000








change

2008 2013 2017 2008-2017






140

• Skill shortages





141

4.14.3 Hotels LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 3%

20-24 12%

25-29 23%

30-34 10%

35-39 17%

40-44 11%

45-49 8%

50-54 1%

55-59 11%

60-64 5%

65-69 0%

70+ 0%




NVQ Level 4 18%

NVQ Level 3 23%

NVQ Level 2 18%






White 61%



142



London





Chefs, cooks 39,700

Hotel porters 3,200








change

2008 2013 2017 2008-2017





143


• Skill shortages





144

4.14.4 Hotels North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 7,800 working in the hotel sector in this region• 43 percent work on a full time basis, whilst 57 percent work part time• There are a greater number of women working in the sector (70 percent) than men (30percent)



16-19 18%

20-24 13%

25-29 9%

30-34 17%

35-39 6%

40-44 13%

45-49 6%

50-54 18%

55-59 0%

60-64 0%

65-69 0%

70+ 0%




NVQ Level 4 21%

NVQ Level 3 17%

NVQ Level 2 13%






White 91%



145



North East



Chefs, cooks 8,400








change

2008 2013 2017 2008-2017






146

• Skill shortages





147

4.14.5 Hotels North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 33,300 working in the hotel sector in this region• 58 percent work on a full time basis, whilst 42 percent work part time• There are a greater number of women working in the sector (55 percent) than men (45percent)



16-19 15%

20-24 22%

25-29 14%

30-34 7%

35-39 10%

40-44 4%

45-49 6%

50-54 13%

55-59 6%

60-64 3%

65-69 0%

70+ 1%




NVQ Level 4 10%

NVQ Level 3 30%

NVQ Level 2 25%






White 88%



148








Chefs, cooks 26,300

Hotel porters 1,000








change

2008 2013 2017 2008-2017






149

• Skill shortages





150

4.14.6 Hotels South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 17%

20-24 10%

25-29 10%

30-34 11%

35-39 7%

40-44 16%

45-49 6%

50-54 11%

55-59 6%

60-64 5%

65-69 0%

70+ 2%




NVQ Level 4 18%

NVQ Level 3 19%

NVQ Level 2 26%






White 94%


Total 100%

151




South East





Chefs, cooks 37,200

Hotel porters 1,000








change

2008 2013 2017 2008-2017





Including:Hotel portersKitchen and catering assistantsWaiting staff 750,000 807,000 830,700 11%

152

Bar staff


• Skill shortages





153

4.14.7 Hotels South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 30,300 people working in the hotel sector in this region• 65 percent work on a full time basis, whilst 35 percent work part time• There is a roughly even split of males and females working in this region



16-19 15%

20-24 17%

25-29 17%

30-34 13%

35-39 10%

40-44 7%

45-49 6%

50-54 10%

55-59 0%

60-64 3%

65-69 1%

70+ 0%




NVQ Level 4 16%

NVQ Level 3 23%

NVQ Level 2 28%






White 93%



154



South West





Chefs, cooks 18,100

Hotel porters 1,200








change

2008 2013 2017 2008-2017





155


• Skill shortages





156

4.14.8 Hotels West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 17%

20-24 7%

25-29 16%

30-34 5%

35-39 14%

40-44 7%

45-49 8%

50-54 15%

55-59 5%

60-64 5%

65-69 1%

70+ 0%




NVQ Level 4 5%

NVQ Level 3 15%

NVQ Level 2 29%






White 93%



157



West Midlands




Chefs, cooks 18,300

Hotel porters 1,300








change

2008 2013 2017 2008-2017






158

• Skill shortages





159

4.14.9 Hotels Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 11,300 working in the hotel sector in this region• 49 percent work on a full time basis, whilst 51 percent work part time• There is a roughly even split of males and females working in this region



16-19 19%

20-24 34%

25-29 6%

30-34 4%

35-39 5%

40-44 0%

45-49 10%

50-54 9%

55-59 12%

60-64 0%

65-69 1%

70+ 0%




NVQ Level 4 5%

NVQ Level 3 32%

NVQ Level 2 31%






White 98%



160








Chefs, cooks 19,900








change

2008 2013 2017 2008-2017






161

• Skill shortages





162

5. Pubs, bars & nightclubs


Pubs and bars

Pubs and bars provide alcoholic and non-alcoholic beverages. They may also provide snacks orfood. There is little agreement on the differences between a bar and a pub, but the most obviousfactor is the style and ambiance of the establishment.

The traditional way to split the industry has been to look at ownership:

Managed houses – include those which are owned by a brewery and employ salariedstaff who manage and work in the outlet, and those owned by pub companies.

Tenanted or leased pubs – these are owned by the brewery but are occupied bylicensees who pay rent to the brewery and agree to take their supply of beer from them.

Freehouses - are owned and managed by the licensee and deals with a number ofdifferent suppliers and brewers.

From a skills perspective, many pubs now have a major focus on their food operations. In thesecases there is little difference with the core occupations found in restaurants.

Nightclubs

Nightclubs are establishments where the primary offer is that of dancing to music and where drinkand food are offered as additional items. An admission fee is normally charged.


There are a wide variety of jobs in the pub, bar & nightclub industry ranging from bar staff andchefs through to supervisory and managerial positions.


In the current economic climate, many pubs are offering more to their customers in an attempt todraw more people in. Many pubs now serve food, for example, so there is an increasing demandfor kitchen staff in this industry.




163






CashierCan also be called: Front Supervisor, Guest Services Assistant, Guest Services Attendant,Customer Care Attendant, Retail AssistantSalary: £15-17k per year



Cloakroom AttendantCan also be called: Cashier, Sales Associate, Checker, Admissions Gate Attendant, Central AisleCashier, Toll Collector, Center Aisle Cashier, All Purpose Clerk (APC), Front End Assistant,Mutual CashierSalary: £12-16k per year



Head Chef

164

Can also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, Executive Chef,Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager, RestaurantManager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £20-45k per year

HostCan also be called: Housekeeping Supervisor, Block Housekeeping Supervisor, FloorHousekeeperSalary: £14-25k per year










The majority of ‘entry level’ jobs in the pub, bar & nightclub industry do not have any formal entryrequirements. Some previous experience is always an advantage but, more generally,employers prefer individuals with good communication and team working skills.

165

For jobs which are public facing, such as bar staff, good people skills and customer service are adefinite advantage.




5.5 Qualifications

There are many different qualifications relevant to the various occupations in the pub, bar &nightclub industry.




Elementary Food Hygienehttp://www.uksp.co.uk/qualifications.aspx?QualID=862

HACCP for Caterershttp://www.uksp.co.uk/qualifications.aspx?QualID=863

HNC in Professional Cookeryhttp://www.uksp.co.uk/qualifications.aspx?QualID=866

Intermediate Food Hygienehttp://www.uksp.co.uk/qualifications.aspx?QualID=875

Intermediate HACCP Practiceshttp://www.uksp.co.uk/qualifications.aspx?QualID=876

Level 1 Diploma in Introduction to ProfessionalCookery




Level 2 Award in Food Safety in Cateringhttp://www.uksp.co.uk/qualifications.aspx?QualID=642

Level 2 Award in Healthier Food and SpecialDiets




Level 2 Diploma in Professional Cookeryhttp://www.uksp.co.uk/qualifications.aspx?QualID=638







166



Level 2 NVQ in Food Processing and Cookinghttp://www.uksp.co.uk/qualifications.aspx?QualID=648

Level 2 NVQ in Professional Cookeryhttp://www.uksp.co.uk/qualifications.aspx?QualID=646







Level 3 Diploma in Advanced in ProfessionalCookery


Level 3 Diploma in Hospitality, Supervision &Leadership


Level 3 NVQ in Professional Cookeryhttp://www.uksp.co.uk/qualifications.aspx?QualID=647





Triple Ahttp://www.uksp.co.uk/qualifications.aspx?QualID=708

Triple A Foundationhttp://www.uksp.co.uk/qualifications.aspx?QualID=707



• There are approximately 332,700 people working in the pub, bar & nightclub industry throughoutthe UK• 43 percent work on a full time basis, whilst 57 percent work part time• There are a greater number of women working in the sector (56 percent) than men (44 percent)



16-19 66,100 20%

20-24 91,200 27%

25-29 37,500 11%

30-34 22,900 7%

35-39 16,300 5%

40-44 23,700 7%

45-49 26,900 8%

50-54 14,000 4%

55-59 16,700 5%

60-64 11,100 3%

65-69 5,200 2%

70+ 1,100 0%

167




NVQ Level 4 53,300 16%

NVQ Level 3 76,700 23%

NVQ Level 2 85,100 26%






White 317,400 95%





United Kingdom








The figures show the proportional change in employment between 2008 and 2017. It should benoted that this only shows the change in total employment. There will also be a great demand

168

for new workers to replace those people who have either changed jobs or left the industryaltogether.


change

2008 2013 2017 2008-2017







5.7 Skill shortages







There are many large companies in the industry. For those who are in more senior positionsthen the skills gained through these strategic roles can, again, be transferred over to many

169

different settings. Retail, for example, which is also a very customer focused industry would be alikely area for individuals looking to change career direction.





5.10 Job profiles






170




Bar Manager




Bar Person


171



Cashier

Can also be called: Front Supervisor, Guest Services Assistant, Guest Services Attendant,Customer Care Attendant, Retail Assistant


You are responsible for collecting and safekeeping payments from customers. What else isinvolved varies to suit the organisation and management – for example, restaurants and hotels. Ina self-service restaurant, you will be stationed at the point where customers have made theirselection, before they go to their tables. You will enter the charge for each selected item on thecash till (or use a code, or press a pre-coded key), displaying the price, then the total, the amounttendered by the customer, and the change due. Before service starts, you will collect your floatfrom the manager, and check there is sufficient change. For security, you might hand over largevalue notes, cheques and credit card vouchers to a manager or supervisor at regular intervalsduring service. Notes must be checked for forgeries, and the company's procedure for acceptingcheques and credit card payments followed precisely. You will need to check signatures, thecards themselves and indeed large denomination notes and cheques carefully for securityreasons, to reduce the risk of a fraudulent transaction (because the card has been stolen or thenote is a forgery). In a restaurant offering table service, a typical arrangement is for the waitingstaff to give a copy of each order to you so that you can prepare a bill for them to present to thecustomers at the end of the meal. When the payment is brought to you, you give the receipted billand change to the waiting staff. A variation on this, is for customers to bring a copy of their order(or the completed bill) and their payment to you on their way out of the restaurant. In hotels theremay be a cashier role as part of the reception team. Here you may be responsible for thesettlement of guests’ accounts including all chargeable services – e.g. telephone calls,newspapers, laundry charges and food & drink accounts. Sorting out the payments received andaccounts settled is done at the end of each shift.

Chef

172




Cleaner




Cloakroom Attendant

Can also be called: Cashier, Sales Associate, Checker, Admissions Gate Attendant, Central AisleCashier, Toll Collector, Center Aisle Cashier, All Purpose Clerk (APC), Front End Assistant,Mutual Cashier


173

People appreciate the facility to leave their coats, bags, briefcases and other items forsafekeeping while they enjoy the lunch, cocktail party, dinner dance, conference, or whatever theevent is. With a large gathering of people, the rows of hooks and shelves behind you in thecloakroom will soon get filled. A rainy day greatly increases the demand, and means drippingcoats and umbrellas to cope with. You may also provide certain luxurious personal touches if in ahotel: filling a wash hand basin with warm water, so it is ready for the guest to wash his or herhands, a clean towel placed nearby. You can also offer to give the guest's jacket or coat a quick`brush down' to remove any hairs, etc. Usually, there is a range of colognes available for themen, and perfumes for the ladies, plus shoe cleaning polish, brushes and dusters. When queuesform, as inevitably happens when everyone wants to leave at the same time, you must maintainyour calmness and friendly, yet efficient service. You must follow the labelling and storage systemaccurately and knowledgeably, so that you know immediately from the ticket where to find theitems and reduce the risk of handing over property which is not in fact the ticket holder's, butsomeone else. If the items look alike, the error may go unnoticed for a time, causing considerableinconvenience and possibly embarrassment. As you are one of the first and last members of theteam the customer has contact with, good customer care skills are very important.





General Manager



As general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the business makesa profit. In this role, you will be supported by a team of senior managers, department managersand supervisors. Working closely with your managers and staff, you will ensure that every aspectof the operation runs smoothly and achieves - or preferably exceeds - sales and profit targets.You will regularly appraise the performance of your managers, giving feedback on what they aredoing well and helping them to improve in other areas. A major part of your role will involve

174

motivating your team to deliver their best performance at all times, and make the most of theirsales skills. You will be a key customer contact, liaising with clients to gain maximum customersatisfaction, monitoring their feedback and encouraging your team to remain customer focused atall times. As the person in charge, you are ultimately responsible for the health and safety ofeveryone on the premises, for food safety, upholding the licensing laws, and complying withconsumer protection and employment legislation. Inevitably, there are also administrative tasksinvolved in this role, including financial reports, budgets, cost analysis, and correspondence withsuppliers, customers and head office. You will also initiate promotion and marketing campaigns,as well as getting fully involved in company-wide schemes.

Head Chef




Host

Can also be called: Housekeeping Supervisor, Block Housekeeping Supervisor, FloorHousekeeper


In many pubs and bars with a restaurant area, you will lead the restaurant team, working in closepartnership with the kitchen staff, bar staff and senior managers. Before customers arrive, you will

175

check that the tables have been laid correctly, and the restaurant looks welcoming. This is a goodtime to brief your staff on the day's specials, promotional offers, any large parties or VIPsexpected, and check that everyone knows their tasks. You will often be responsible for thebookings diary (if your business operates one) and welcoming guests, showing them to suitabletables or seating areas. During service, customers must be greeted, their orders taken and foodand drink served. Everything should run smoothly, with the emphasis on friendly service. Goodselling skills are key – they will not only boost sales but increase customers' enjoyment. Timing isalso important, so that customers enjoy their meal without feeling rushed, but do not stay for toolong, allowing the table to be re-laid for another party. Some pubs allow customers to pre-booktables; otherwise they operate on a first-come first-serve basis. You will need to keep track ofwhich parties are waiting in the bar or other areas, how many people are in each party, and whattables have become available or will do shortly. There may be a separate room or area for privateparties, with a buffet, entertainment and dancing after the meal. When there are complaints, youand your staff must act promptly and effectively to ensure matters are put right to the customers'satisfaction. Health and safety is a key concern, as is food hygiene and the impression youremployees give through their own personal hygiene and presentation. You will also spend timerecruiting new staff, and looking after the well-being of your team. This may involve motivatingeveryone to do their best, helping those whose standards need improving, and, when necessary,dealing with unsatisfactory performances.

Junior/ Commis Chef




Junior Waiter



This job is a good starting point for a career serving customers in a restaurant. In this role, youwill help another waiter/waitress serve a group of tables. Your duties will include clearing andrelaying tables, taking food orders to the kitchen, collecting meals when they are ready, and

176

helping to serve the food. The main aim of your job is to ensure that the table and seating areasare clean and tidy, and inviting to the customers and to help the other waiters/waitresses to keepservice running smoothly.. This will include keeping the floors clean, ensuring that there is plentyof cutlery available, along with crockery, trays, napkins etc, and keeping the supply of condiments(e.g. salt, pepper and sauces) well stocked throughout the lunch or dinner service.

Kitchen Porter




Owner




Regional Manager



As Regional Manager, you will look after the operational aspects of all the units in your area. Youwill work with managers, senior staff, and head office to ensure that the business runs smoothly,

177

sales and costs are meeting or exceeding budget, and that problems are dealt with promptly. Youwill play a key role in the development of new facilities, menu changes and pricing, specialpromotions and events. Food safety and health and safety are crucial areas – you must ensurethat every aspect of the operation follows company procedures on avoiding risk. You will have aninfluence on the training programmes used in the units in your areas, and these must keep pacewith the needs of the business, as well as each individual. You will also recruit managers andtheir deputies, and regularly appraise their performance.

Senior Manager




Senior/Sous Chef




Waiter



As a waiter/ waitress, you play a key role in helping guests to enjoy their meal. It is yourresponsibility to ensure that there is no delay in bringing the food from the kitchen, and that it isserved as attractively as possible. You will advise guests on the food and drink available (salesskills are an important aspect of this) and serve their meals while causing as little unnecessarydisruption to them as possible. You will also clear plates and other unwanted items from the table,

178

replenish drinks and wine glasses, and keep the restaurant looking pleasant. In most businessesyou will also be responsible for greeting guests, showing them to their table, taking orders andcollecting their payment at the end of the meal. You may have your own float, and hand over yourtakings at the end of service, or process payments at the till throughout service. You will help toprepare the restaurant for service, and clear away when all the guests have gone. You may beasked to help serve at banquets, cocktail parties, special dinners, weddings, and other functionsusing silver service. On these occasions, there may be a buffet from which customers helpthemselves or are served their choice of salads, sweets, cheeses or other cold or hot dishes.Besides helping serve customers, you will need to replenish dishes from the kitchen, removeempties, replace serving spoons, and generally keep the buffet looking at its best. In eventcatering, the venue might be a marquee, a banqueting hall; even outdoors in the grounds of astately home. You will help to set up the tables and seating, as well as laying the tables andwashing up afterwards. Along with serving meals, you may be required to serve tea and coffee toguests. You also need to know what wines and other drinks are available to your guests, so youmust be knowledgeable on the laws relating to the service of alcohol. High standards of personalpresentation and hygiene are essential at all times. You must be careful not to touch the food, orany surfaces of cutlery, glasses etc. that may come into contact with the guest’s mouth. It is alsoimportant to be aware of safety, so that you avoid any accidents.

5.11 Case studies








179








5.12 FAQs

Q: I’ve heard that the pay isn’t very good in this industry … is that true?A: Amongst the less senior positions, salaries are comparable to many other industries (forexample retail) but once you begin to progress up the ladder, the sky is the limit in terms of howmuch you could earn. Those working in senior management roles or as owners of bars andnightclubs, for example, can earn 6 figure salaries.


Q: What skills would set me apart from other candidates looking for work in this industry?A: There are three main things which employers say they struggle to find in their own workforceand in people applying to jobs. These are (1) management and leadership skills, (2) customer

180

service skills and (3) chef skills. If you have a good grounding in any of these areas then thechances are that you’ll do very well in the industry.








181

5.14 Pubs, bars & nightclubs regional information

5.14.1 Pubs, bars & nightclubs East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


• There are approximately 29,600 people working in the pub, bar & nightclub sector in this region• 40 percent work on a full time basis, whilst 60 percent work part time• There are a greater number of women working in the sector (55 percent) than men (45percent)



16-19 17%

20-24 28%

25-29 10%

30-34 9%

35-39 1%

40-44 9%

45-49 5%

50-54 5%

55-59 10%

60-64 3%

65-69 3%

70+ 1%




NVQ Level 4 11%

NVQ Level 3 20%

NVQ Level 2 23%






White 94%


Total 100%

182




East Midlands


Chefs, cooks 18,700








change

2008 2013 2017 2008-2017






183

• Skill shortages





184

5.14.2 Pubs, bars & nightclubs East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 26,500 people working in the pub, bar & nightclub sector in this region• 51 percent work on a full time basis, whilst 49 percent work part time• There are a roughly even number of males and females working in this region



16-19 22%

20-24 28%

25-29 9%

30-34 8%

35-39 8%

40-44 5%

45-49 10%

50-54 5%

55-59 5%

60-64 1%

65-69 2%

70+ 0%




NVQ Level 4 7%

NVQ Level 3 23%

NVQ Level 2 28%






White 93%



185



Eastern


Chefs, cooks 23,000








change

2008 2013 2017 2008-2017





• Skill shortages

186





187

5.14.3 Pubs, bars & nightclubs LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 20,000 people working in the pub, bar & nightclub sector in this region• 50 percent work on a full time basis, whilst 50 percent work part time• There are a greater number of men working in the sector (59 percent) than women (41percent)



16-19 8%

20-24 39%

25-29 24%

30-34 10%

35-39 0%

40-44 5%

45-49 5%

50-54 1%

55-59 3%

60-64 4%

65-69 4%

70+ 0%




NVQ Level 4 30%

NVQ Level 3 31%

NVQ Level 2 19%






White 81%



188



London


Chefs, cooks 39,700








change

2008 2013 2017 2008-2017






• Skill shortages

189





190

5.14.4 Pubs, bars & nightclubs North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 18,700 working in the food & service management sector in this region• 40 percent work on a full time basis, whilst 60 percent work part time• There are a greater number of women working in the sector (62 percent) than men (38percent)



16-19 17%

20-24 20%

25-29 13%

30-34 5%

35-39 4%

40-44 10%

45-49 10%

50-54 7%

55-59 5%

60-64 4%

65-69 4%

70+ 0%




NVQ Level 4 12%

NVQ Level 3 19%

NVQ Level 2 26%






191

North East


Chefs, cooks 8,400








change

2008 2013 2017 2008-2017





• Skill shortages




192

1. Team working skills2. Problem solving skills3. Technical, practical or job-specific skills4. Customer handling skills5. Oral communication skills


193

5.14.5 Pubs, bars & nightclubs North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 42,700 working in the pub, bar & nightclub sector in this region• 40 percent work on a full time basis, whilst 60 percent work part time• There are a greater number of women working in the sector (59 percent) than men (41percent)



16-19 19%

20-24 26%

25-29 7%

30-34 6%

35-39 4%

40-44 8%

45-49 11%

50-54 5%

55-59 7%

60-64 7%

65-69 0%

70+ 0%




NVQ Level 4 18%

NVQ Level 3 22%

NVQ Level 2 25%






194



Chefs, cooks 26,300








change

2008 2013 2017 2008-2017





• Skill shortages




195

1. Technical, practical or job-specific skills2. Team working skills3. Management skills4. Problem solving skills5. Customer handling skills


196

5.14.6 Pubs, bars & nightclubs South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 23%

20-24 27%

25-29 11%

30-34 11%

35-39 8%

40-44 5%

45-49 6%

50-54 2%

55-59 2%

60-64 2%

65-69 3%

70+ 0%




NVQ Level 4 16%

NVQ Level 3 28%

NVQ Level 2 24%






White 94%


Total 100%

197




South East


Chefs, cooks 37,200








change

2008 2013 2017 2008-2017





• Skill shortages

198




199

5.14.7 Pubs, bars & nightclubs South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 24%

20-24 29%

25-29 7%

30-34 2%

35-39 7%

40-44 5%

45-49 9%

50-54 3%

55-59 5%

60-64 5%

65-69 1%

70+ 1%




NVQ Level 4 21%

NVQ Level 3 26%

NVQ Level 2 28%






White 95%


Total 100%

200




South West


Chefs, cooks 18,100








change

2008 2013 2017 2008-2017





• Skill shortages

201





202

5.14.8 Pubs, bars & nightclubs West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 29%

20-24 27%

25-29 16%

30-34 3%

35-39 3%

40-44 7%

45-49 8%

50-54 1%

55-59 0%

60-64 4%

65-69 2%

70+ 0%




NVQ Level 4 11%

NVQ Level 3 22%

NVQ Level 2 30%






White 96%



203



West Midlands


Chefs, cooks 18,300








change

2008 2013 2017 2008-2017






• Skill shortages

204





205

5.14.9 Pubs, bars & nightclubs Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 23%

20-24 23%

25-29 10%

30-34 6%

35-39 6%

40-44 10%

45-49 9%

50-54 3%

55-59 5%

60-64 3%

65-69 0%

70+ 2%




NVQ Level 4 12%

NVQ Level 3 23%

NVQ Level 2 31%






White 97%



206





Chefs, cooks 19,900








change

2008 2013 2017 2008-2017






• Skill shortages

207





208

6. Restaurants


Restaurants provide food and drink and can be classed under a number of categories:

Fast food establishments - such as McDonalds, Burger King and KFC, includingtraditional outlets such as fish and chips shops, sushi bars and sandwich bars

Cafes and coffee shops. Mainstream Restaurants – these are high street restaurants which tend to be mid price

and include many branded and themed chains such as Pizza Express, Garfunkel’s andAsk

Fine Dining – these tend to be more expensive restaurants which offer unique dishesand, sometimes, more experimental cuisine

Restaurants can also be classified by the type of food they serve such as Indian/Bangladeshi,Chinese, Thai and a multitude of others.


There are a wide variety of jobs in the restaurant industry ranging from kitchen assistants, waitingstaff and chefs through to supervisory and managerial positions.








Bar Manager

209

Can also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Trainee AssistantManager, Team Leader, Pub Manager, Pub LandlordSalary: £20-35k per year










Kitchen PorterCan also be called: Kitchen Assistant, General Assistant, Food Service Assistant, KitchenHygiene Assistant

210










The majority of ‘entry level’ jobs in the restaurant industry do not have any formal entryrequirements. Some previous experience is always an advantage but, more generally,employers prefer individuals with good communication and team working skills.




211


6.5 Qualifications

There are many different qualifications relevant to the various occupations in the restaurantindustry.







Intermediate Food Hygienehttp://www.uksp.co.uk/Qualifications.aspx?QualID=875



























Level 2 NVQ Food and Drinks Service http://www.uksp.co.uk/Qualifications.aspx?QualID

212

=683


























• There are approximately 614,100 people working in the restaurant industry throughout the UK• 53 percent work on a full time basis, whilst 47 percent work part time• There are slightly more men (53 percent) than women (47 percent) working in the sector.



16-19 128,100 21%

20-24 122,500 20%

25-29 88,300 14%

30-34 67,700 11%

35-39 54,400 9%

40-44 42,300 7%

45-49 40,200 7%

50-54 25,400 4%

55-59 21,000 3%

60-64 16,100 3%

65-69 5,400 1%

70+ 2,800 0%

213




NVQ Level 4 83,100 14%

NVQ Level 3 128,500 21%

NVQ Level 2 171,400 28%






White 450,300 73%





United Kingdom









214



change

2008 2013 2017 2008-2017







6.7 Skill shortages







215



Many people choose work in the industry as it offers opportunity to work on a part time basis.This often appeals to people who have commitments which prevent them from taking on a fulltime position.



6.10 Job profiles





216





Bar Manager




Bar Person

217




Chef




218

Cleaner








General Manager



As general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the business makesa profit. In this role, you will be supported by a team of senior managers, department managersand supervisors. Working closely with your managers and staff, you will ensure that every aspectof the operation runs smoothly and achieves - or preferably exceeds - sales and profit targets.You will regularly appraise the performance of your managers, giving feedback on what they are

219

doing well and helping them to improve in other areas. A major part of your role will involvemotivating your team to deliver their best performance at all times, and make the most of theirsales skills. You will be a key customer contact, liaising with clients to gain maximum customersatisfaction, monitoring their feedback and encouraging your team to remain customer focused atall times. As the person in charge, you are ultimately responsible for the health and safety ofeveryone on the premises, for food safety, upholding the licensing laws, and complying withconsumer protection and employment legislation. Inevitably, there are also administrative tasksinvolved in this role, including financial reports, budgets, cost analysis, and correspondence withsuppliers, customers and head office. You will also initiate promotion and marketing campaigns,as well as getting fully involved in company-wide schemes.

Head Chef




Head Waiter



220


Junior/ Commis Chef




Junior Waiter




221

Kitchen Porter




Owner




Regional Manager




222

Restaurant Manager




Senior Manager




223

Senior/Sous Chef




Waiter




Wine Waiter



224


6.11 Case studies








Kitchen Assistant/PorterSource: www.connexions-direct.com

225








6.12 FAQs




Q: Don’t you have to work unsociable hours though?

226

A: Well, this is a service industry which means that in some roles you’ll be expected to workwhilst the ‘9-5’ aren’t working. So, if you work behind a bar or in a restaurant, the chances arethat your busiest periods will be in the evenings and at weekends. However, there are manyother job roles (such as more strategic, managerial positions) which are office-based where you’dbe working on a more conventional 9-5 basis.

Q: Are there any other benefits to working in the restaurant industry?A: Many restaurants offer free (or heavily subsidised) meals to their staff. In addition, there isalways the opportunity to supplement your pay with tips from customers.







227

6.14 Restaurants regional information

6.14.1 Restaurants East Midlands. - Key regional variations for sub-sector, employmentand labour market trends and forecasts, and skill shortages.


• There are approximately 45,200 people working in the restaurant industry in this region• 45 percent work on a full time basis, whilst 55 percent work part time• There are a greater number of women working in the sector (53 percent) than men (47percent)



16-19 28%

20-24 19%

25-29 11%

30-34 8%

35-39 10%

40-44 9%

45-49 7%

50-54 3%

55-59 4%

60-64 0%

65-69 0%

70+ 1%




NVQ Level 4 11%

NVQ Level 3 25%

NVQ Level 2 31%






White 70%


228




East Midlands



Chefs, cooks 18,700








change

2008 2013 2017 2008-2017






229

• Skill shortages





230

6.14.2 Restaurants East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 47,300 people working in the food & service management sector in thisregion• 50 percent work on a full time basis, whilst 50 percent work part time• There are a greater number of women working in the sector (53 percent) than men (47percent)



16-19 22%

20-24 22%

25-29 18%

30-34 10%

35-39 8%

40-44 7%

45-49 5%

50-54 3%

55-59 2%

60-64 1%

65-69 1%

70+ 0%




NVQ Level 4 14%

NVQ Level 3 19%

NVQ Level 2 31%






White 81%


Total 100%

231




Eastern



Chefs, cooks 23,000








change

2008 2013 2017 2008-2017





232

• Skill shortages





233

6.14.3 Restaurants LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 92,900 people working in the restaurant industry in this region• 68 percent work on a full time basis, whilst 32 percent work part time• There are a greater number of women working in the sector (69 percent) than men (31percent)



16-19 7%

20-24 20%

25-29 17%

30-34 17%

35-39 13%

40-44 11%

45-49 4%

50-54 3%

55-59 4%

60-64 2%

65-69 1%

70+ 0%




NVQ Level 4 16%

NVQ Level 3 15%

NVQ Level 2 22%






White 39%


Total 100%

234




London



Chefs, cooks 39,700








change

2008 2013 2017 2008-2017





235

• Skill shortages





236

6.14.4 Restaurants North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 25,300 working in the food & service management sector in this region• 46 percent work on a full time basis, whilst 54 percent work part time• There are a greater number of women working in the sector (55 percent) than men (45percent)



16-19 16%

20-24 22%

25-29 5%

30-34 11%

35-39 13%

40-44 7%

45-49 9%

50-54 6%

55-59 1%

60-64 6%

65-69 2%

70+ 0%




NVQ Level 4 9%

NVQ Level 3 24%

NVQ Level 2 26%






White 80%



237



North East



Chefs, cooks 8,400








change

2008 2013 2017 2008-2017







• Skill shortages

238





239

6.14.5 Restaurants North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 65,500 working in the food & service management sector in this region• 53 percent work on a full time basis, whilst 47 percent work part time• There are a greater number of men working in the sector (54 percent) than women (46percent)



16-19 23%

20-24 24%

25-29 12%

30-34 7%

35-39 6%

40-44 5%

45-49 11%

50-54 4%

55-59 7%

60-64 3%

65-69 0%

70+ 0%




NVQ Level 4 18%

NVQ Level 3 17%

NVQ Level 2 28%






White 79%



240






Chefs, cooks 26,300








change

2008 2013 2017 2008-2017







• Skill shortages

241





242

6.14.6 Restaurants South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 76,500 working in the restaurant industry in this region• 61 percent work on a full time basis, whilst 39 percent work part time• There is a higher proportion of men (55 percent) working in the sector than women (45 percent).



16-19 21%

20-24 19%

25-29 19%

30-34 10%

35-39 6%

40-44 5%

45-49 7%

50-54 3%

55-59 4%

60-64 3%

65-69 2%

70+ 0%




NVQ Level 4 15%

NVQ Level 3 20%

NVQ Level 2 26%






White 73%



243



South East



Chefs, cooks 37,200








change

2008 2013 2017 2008-2017







• Skill shortages

244





245

6.14.7 Restaurants South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 53,000 people working in the restaurant industry in this region• 47 percent of people work full time whilst 53 percent work part time• There is a slightly larger proportion of women working in the sector (56 percent) than men (44percent)



16-19 36%

20-24 13%

25-29 10%

30-34 9%

35-39 6%

40-44 8%

45-49 5%

50-54 3%

55-59 3%

60-64 5%

65-69 1%

70+ 1%




NVQ Level 4 8%

NVQ Level 3 21%

NVQ Level 2 35%






White 93%


Total 100%

246




South West



Chefs, cooks 18,100








change

2008 2013 2017 2008-2017





247

• Skill shortages





248

6.14.8 Restaurants West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 48,300 people working in the restaurant industry in this region• 49 percent work on a full time basis, whilst 51 percent work part time• There are a greater number of men working in the sector (58 percent) than women (42percent)



16-19 20%

20-24 22%

25-29 10%

30-34 10%

35-39 7%

40-44 7%

45-49 7%

50-54 9%

55-59 6%

60-64 2%

65-69 0%

70+ 0%




NVQ Level 4 4%

NVQ Level 3 28%

NVQ Level 2 31%






White 64%



249



West Midlands



Chefs, cooks 18,300








change

2008 2013 2017 2008-2017







• Skill shortages

250





251

6.14.9 Restaurants Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 51,000 working in the restaurant industry in this region• 43 percent work on a full time basis, whilst 57 percent work part time• There are a greater number of women working in the sector (52 percent) than men (48percent)



16-19 26%

20-24 16%

25-29 10%

30-34 12%

35-39 13%

40-44 7%

45-49 7%

50-54 5%

55-59 1%

60-64 2%

65-69 0%

70+ 1%




NVQ Level 4 11%

NVQ Level 3 20%

NVQ Level 2 31%






White 79%


Total 100%

252







Chefs, cooks 19,900








change

2008 2013 2017 2008-2017





253

• Skill shortages





254

7. Self catering accommodation, holiday centres and youth hostels


Holiday centres

Holiday centres are generally large, purpose built sites consisting of accommodation units(lodges, chalets and apartments) and a wide range of facilities and activities. Most have on-siterestaurants, bars, sports facilities and evening entertainment and include places such asCentreParcs or Butlins.

Self-catering accommodation

The self-catering accommodation industry is large and diverse. Its purpose is the renting of self-catering accommodation, such as cottages, apartments, villas or houses.

While tourism, in particular domestic tourism, is a strong part of the industry, properties are alsorented out to private residents and students.

Youth hostels

Hostels are a unique form of accommodation in that nearly all facilities are shared with otherguests. Rooms are dormitory style and are usually furnished with bunkbeds. Other areas suchas bathrooms and lounges are also shared. This shared facilities arrangement keeps the costper guest low. More importantly, this arrangement creates a warm and welcoming communalcamaraderie between guests.


There are a wide variety of jobs in the self catering & holiday centre industry ranging from kitchenassistants through to entertainments staff, supervisory and managerial positions.







255

Can also be called: Bar Supervisor, Bar Duty Manager, Beverage Manager, Team Leader, PubSupervisor, Assistant Pub ManagerSalary: £16-21k per year



Assistant Hostel ManagerCan also be called: Hostel Supervisor, Deputy Hostel ManagerSalary: £16-24k per year





Entertainments & Leisure ManagerCan also be called: Entertainment Director, Director of Leisure Services,Photography & FunOperations ManagerSalary: £24-30k per year

Entertainments & Leisure SupervisorCan also be called: Blue Coat, Red Coat, Entertainment Team Leader, Guest ServicesSupervisorSalary: £26-24k per year

Entertainments & Leisure Team MemberCan also be called: Blue Coat, Red Coat, Guest Services AssistantSalary: £12-18k per year


256

Can also be called: Front of House Manager, Front Desk Manager, Director of Front Office, HotelManager, Bed and Breakfast InnkeeperSalary: £22-28k per year



Head ChefCan also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, ExecutiveChef, Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager,Restaurant Manager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £20-45k per year

Head HousekeeperCan also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner,Director of Conference Services, Conference Manager, Conference Planning Manager, EventsManager, Catering and Convention Services Coordinator, Catering and Convention ServicesManagerSalary: £16-27k per year



Hostel ManagerCan also be called: Residential Services Manager, Bunkhouse Manager, Hotel Services ManagerSalary: £18-30k per year



257












258



The majority of ‘entry level’ jobs in the self catering and holiday centre industry do not have anyformal entry requirements. Some previous experience is always an advantage but, moregenerally, employers prefer individuals with good communication and team working skills.





7.5 Qualifications

There are many different qualifications relevant to the various occupations in self catering &holiday centre industry.















259















































260

Level 2 Award in Barista Skillshttp://www.uksp.co.uk/qualifications.aspx?QualID=662



• There are approximately 60,000 people working in the self catering accommodation, holidaycentre and youth hostel industry throughout the UK• 54 percent work on a full time basis, whilst 46 percent work part time• There are a greater number of women working in the sector (71 percent) than men (29percent)



16-19 2,200 4%

20-24 4,900 8%

25-29 4,800 8%

30-34 4,600 8%

35-39 4,400 7%

40-44 7,000 12%

45-49 6,700 11%

50-54 5,700 10%

55-59 6,500 11%

60-64 6,500 11%

65-69 5,400 9%

70+ 1,400 2%




NVQ Level 4 14,500 24%

NVQ Level 3 13,200 22%

NVQ Level 2 13,900 23%





Each industry within the hospitality, leisure, travel and tourism sector is unique in many respects,although many include the provision of food, drink, accommodation and leisure activities. There

261

are a number of ‘core’ occupations commonly found in these industries. The table below liststhese and displays the numbers working in these roles.

United Kingdom














change

2008 2013 2017 2008-2017







7.7 Skill shortages


262






For those working on the entertainment side in holiday centres, many see it as a good groundingand way to gain experience in the performing arts.

Some of the entertainment in holiday centres is based around gambling with amusement centresand bingo nights being common place. Experience in such areas would provide a platform tomove into work in a casino, bingo call or other gambling related industry.



The industry has a large number of migrant workers. Employers are often willing to take on hardworking migrant workers even if they don’t always have particularly good English language skills.Many migrant workers therefore take this opportunity to earn money and, as their language skillsimprove, progress up through the organisation they’re working for.


7.10 Job profiles



263


In this role, you will assist the Bar Manager, and may be part of a larger hospitality managementteam This is a hands-on role, and you will spend a lot of time greeting and serving customers atthe bar, along with monitoring the seated areas. In addition to this, you will be responsible for anumber of tasks to keep the bar running smoothly – for example, the dispense lines between thecellar and the taps on the bar will need to be cleaned regularly, stocks (beer bottles etc.) must berotated, so that old is used before new, and careful temperature control is very important tomaintaining the quality of beer, lager and wine. Cask conditioned beer must remain in the cellarfor a few days before it is ready to drink, allowing fermentation to finish and the sediment to settleat the bottom of the cask, You will need to vent the cask to release carbon dioxide during thefinal fermentation, and tap it - a process which requires skill and practice. Other routine tasksinclude stock taking, ordering stock, accepting and checking deliveries, tidying and cleaning thecellar, and issuing stocks to bars. You will also be in charge of returning empty casks and kegs,carbon dioxide cylinders, bottles, crates and any other items which are recycled or reused.During service you will supervise the bar area, ensuring that tables are cleared of any emptyglasses, dirty ashtrays or general rubbish. Mingling with the customers will help you to keep aclose eye on what is going on, and if you spot any early signs of trouble or misbehaviour, tactful,firm action can help to diffuse the situation. You will also supervise the bar staff, ensuring thatservice runs smoothly with shelves and chilled cabinets re-stocked, beer barrels changedquickly, bar counters kept tidy, and sufficient change in the tills. You will need to make sure thatcustomers are being served as quickly as possible, given the correct food and drink, and thecorrect change. At busy times, waiting customers should be promptly acknowledged, then servedin order of arrival at the bar. You will also be involved with other specific tasks such as healthand safety checks, getting prices from suppliers, and preparing sales reports and budgets.








As Assistant Head Housekeeper, you have, along with the Head Housekeeper, responsibility forthe cleaning of the whole premises. This is a hands-on role, demanding high standards. You -along with your team of supervisors and staff - may have to look after miles of corridors, several

264

hundred rooms, and thousands of windows, as well as lifts, staircases, and perhaps escalators.Your responsibilities will include collecting linen and laundry, organising cleaning materials,supervising the domestic staff, and seeing that meeting/conference rooms are set up correctly.You may also need to add the finishing touches, such as flower arrangements, sufficientashtrays (if smoking is allowed), pens and paper, glasses, bottled water, etc. You will need to bea strong leader, and motivate your staff to deliver consistently high standards of cleanliness. Youwill also need to deputise for the Head Housekeeper where appropriate and liase with otherdepartments. You will need to have detailed knowledge of a wide range of industrial cleaningmethods and equipment, and excellent organisational skills to achieve this within the requiredbudgetary constraints. Your business may contract out certain aspects of the cleaning process,which requires your familiarity with the tendering process and some experience of managingcontractors. You will need to be an effective communicator, bringing the same professionalism toyour dealings with management, colleagues and guests alike, and the nature of your workmeans you are likely to have close contact with customers.

Assistant Hostel Manager

Can also be called: Hostel Supervisor, Deputy Hostel Manager


As an Assistant Youth Hostel Manager, you will support the manager in the running of thebusiness, ensuring that all hostel guests are satisfied, that employees are working effectively as ateam, and that the business is profitable. This includes the catering and accommodation facilities,administration and reception duties, and general management -you may be expected to overseethe activities in any one department. The team is often fairly small, giving you a “hands on” roleand working all shifts through the rota system. You will support promotion and marketingcampaigns at local level, as well as getting fully involved in company-wide schemes. Hostelguests tend to be within a fairly young age range, but this is not always the case - therefore youwill be a key customer contact, liaising with all guests to gain maximum customer satisfaction,monitoring their feedback and encouraging your team to be customer focused at all times. Youwill need to ensure that the necessary procedures are carried out to maintain the health andsafety of everyone on the premises – complying with food safety systems, licensing laws,consumer protection and employment legislation.

Bar Manager



In this role, you will assist the Senior Manager or executive management team, with specificresponsibility for the bars (as opposed to the restaurant or kitchen). Often, the Bar Manager ispart of a larger hospitality management team This is a hands-on role, and you will spend a lot oftime greeting and serving customers at the bar, along with monitoring the seated areas. Inaddition to this, you will be responsible for a number of tasks to keep the bar running smoothly –for example, the dispense lines between the cellar and the taps on the bar will need to be cleanedregularly, stocks (beer bottles etc.) must be rotated, so that old is used before new, and carefultemperature control is very important to maintaining the quality of beer, lager and wine. Caskconditioned beer must remain in the cellar for a few days before it is ready to drink, allowingfermentation to finish and the sediment to settle at the bottom of the cask, You will need to ventthe cask to release carbon dioxide during the final fermentation, and tap it - a process whichrequires skill and practice. Other routine tasks include stock taking, ordering stock, accepting and

265

checking deliveries, tidying and cleaning the cellar, and issuing stocks to bars. You will also be incharge of returning empty casks and kegs, carbon dioxide cylinders, bottles, crates and any otheritems which are recycled or reused. During service you will supervise the bar area, ensuring thattables are cleared of any empty glasses, dirty ashtrays or general rubbish. Mingling with thecustomers will help you to keep a close eye on what is going on, and if you spot any early signsof trouble or misbehaviour, tactful, firm action can help to diffuse the situation. Your bar staff willalso need support in ensuring that service runs smoothly with shelves and chilled cabinets re-stocked, beer barrels changed quickly, bar counters kept tidy, and sufficient change in the tills. Atbusy times, waiting customers should be promptly acknowledged, then served in order of arrivalat the bar. Along with the general running of the bar, you may have a specific area ofresponsibility (for example, organising quiz nights) or be put in charge of a special project, suchas developing ways to attract families to your business. You may also be responsible forrecruiting and training bar staff (including any part-time or casual staff), ordering bar provisionsand stock (including glasses and bar equipment), and for banking the bar takings. In addition tothis, you will deal with any health and safety checks, get prices from suppliers, and prepare salesreports and budgets.

Bar Person



In this role, you will help set up the bar area, stock the shelves and refrigerators so drinks areavailable and at the correct temperature for service, prepare garnishes, serve drinks, takepayment, clear tables, possibly washing glasses (in a machine, generally), and clear up afterservice. Some guests may wish to charge their drinks to their account, rather than pay in cash -this would often be the case in a hotel or a club. During service you will be kept busy preparingand serving drinks, and keeping the bar area clean and clear. The choice of drinks served willvary depending on the type of establishment you are working in. In addition to serving a widerange of beers, spirits, non-alcoholic and soft drinks, most bars also offer a choice of wines, aswell as tea, coffee and a range of snacks. In some bars, cocktails are a popular choice, as areliqueurs and brandies. In this case, you will need a good memory to be able to describe the tasteof all the drinks you serve, along with the skills to blend, whisk, or shake the more exotic drinks.You may dispense drinks to customers directly, or via colleagues – in a restaurant bar, waitingstaff may send drink orders through to you, and collect them once you have prepared them.Good customer skills are important, but that does not mean that people want you to dominatetheir conversation - you need to be friendly but not over-familiar. You must follow the licensinglaws on who can and cannot be served alcohol, the correct measures for each drink, andensuring the correct brand is served. It is also your responsibility to work in a safe, hygienicmanner, maintaining a high standard of personal presentation and hygiene

Chef



As a Chef, you hold a senior position in the kitchen. In a large, traditionally organised kitchen, theChef de Partie runs one section (e.g. sauces, vegetables, pastries, grill) with the assistance ofone or more Commis (trainee) Chefs, and your job title may reflect this - Pastry Chef for

266

example. In other businesses, the kitchen may have only two or three sections, or operate as justone team. In this situation, you will have a hands-on role, with responsibility for preparing,cooking and presenting a range of dishes, assisted by commis and/or trainee chefs. You mayhelp to develop new dishes, and menus. In a restaurant that offers a buffet service or a carvery,you will take your turn 'out front', serving customers, carving large joints of meat and poultry, andreplenishing dishes which are running low.. Maintaining profit margins is crucial to businesssuccess, and certain related tasks might be delegated to you, such as placing orders withsuppliers, checking deliveries, developing dishes for a new menu, stock-takes, and costing newrecipes. Careful attention must also be paid to hygiene, health and safety, and to portion andwastage control. In some operations (for example, in pubs) you may largely work on your own. Ifyou have the assistance of a team, the skills each member brings is largely dependant on theextent and style of the pub's food operation, as does your involvement in planning menus,negotiating prices and delivery arrangements with suppliers, ordering and storing food,organising staff rotas, and recruiting and training new staff. There may be a food counter in oneof the bars, for displaying salads, cold meat, fish dishes and desserts. You will certainly have ahands-on role in preparing and cooking the day's specials, as well as regular 'home-made' menuitems. Other dishes may be purchased chilled, frozen or vacuum packed, and will be reheatedand served on demand, and the behind counter area may have a microwave, grill and deep fryerfor this purpose.

Cleaner



As a key member of the services team, you will help to maintain a high standard of cleanliness,ensuring the comfort of those using the facilities. The level of cleanliness and hygiene oftenemerges as a principal concern for customers, so you need a keen eye for detail and the all-important finishing touches. You will need to complete your tasks within tight time constraints,whilst still taking pride in your work. A range of heavy-duty, specialist equipment may beavailable (depending on your place of work) including floor polishers, high pressure cleaners andback-vacs (carried on the back for vacuuming stairs). You will be trained in the use of suchequipment, cleaning agents and manual handling - it is important to follow safe workingprocedures and hygienic methods of cleaning. You will also be expected to report items whichneed repairing, maintaining or replacing promptly, along with any other risks to people's safetyand security.

Entertainments & Leisure Manager

Can also be called: Entertainment Director, Director of Leisure Services,Photography & FunOperations Manager


Your company is providing a holiday experience in a purpose built environment. How well thatexperience matches the expectation which people have formed from the brochure, theirknowledge of the holiday centre and of your company, depends largely on the support andservices they get from your team. Careful preparation is vital: checking that tours, entertainmentand other arrangements are all in place. Your team are the often the first to receive queries fromguests, and will need to know the places to drink, eat, shop, and who can help in an emergency,e.g. the doctors. Complaints should be acted on quickly, and a strong, professional relationshipwith colleagues in the holiday centre will often prove the key to preventing problems fromoccurring. You must be a capable administrator and communicator. You will supervise many of

267

the onsite leisure and entertainment services from bingo and donkey derbies to cabarets andstage shows, to children’s clubs and sporting activities. You may also be involved with themanagement of the amusements and mechanical rides like the roller coasters an Dodgems. Youwill also be responsible for ensuring that new members of your team receive the training theyrequire to prepare them for their challenges.

Entertainments & Leisure Supervisor

Can also be called: Blue Coat, Red Coat, Entertainment Team Leader, Guest ServicesSupervisor


Your company is providing a holiday experience in a purpose built environment. How well thatexperience matches the expectation which people have formed from the brochure, theirknowledge of the holiday centre and of your company, depends largely on the support andservices they get from your team. Your team are the often the first to receive queries fromguests, and will need to know the places to drink, eat, shop, and who can help in an emergency,e.g. the doctors. Complaints should be acted on quickly. A strong, professional relationship withcolleagues in the holiday centre will often prove the key to sorting out problems before theyoccur. You must be a capable administrator and communicator. You will supervise many of theonsite leisure and entertainment services, from bingo and donkey derbies to cabarets and stageshows, to children’s clubs and sporting activities. New members to the team will need yoursupport to be able to deliver the activities professionally and ensure that the guests are having agreat holiday.

Entertainments & Leisure Team Member

Can also be called: Blue Coat, Red Coat, Guest Services Assistant


Once holidaymakers arrive at the holiday park they expect you to make sure everything (eventhe weather!) comes up to expectations. During the early hours of their holiday it is ideal to giveeveryone a special welcome, getting to know as many people by name as possible, and tocreate the right mood for them to enjoy their holiday. On the first evening there is often awelcome event, when the guests can find out about all the tour and entertainment packages onoffer, who to contact in an emergency, and other domestic details to help the holiday gosmoothly. It is also an ideal time to give them an idea of what goes on at the park, shopping,restaurants, bars, discos, and so forth. During the day you may lead a sports based activity, orwork in one of the children’s clubs. Evening entertainment also forms part of your duties - youmay be involved in staging a cabaret, stage show, ballroom evening or disco - maybe evenworking as a DJ. As a DJ, you will set the tempo of the occasion. You will need to skilfully matchthe music to what people enjoy, and a full dance floor is a sign that you have got it right. Anaudience’s range of tastes can be very broad, so you need to consider what will suit them whenyou are selecting your tracks. You must know the music in your collection very well, and add to itconstantly so that you keep up with the music charts. Good presentational skills are important,and a quick mind, so that you can introduce each track with a few remarks to entertain theaudience and let them know what is coming next. Spending much of your time in a noisyenvironment can harm your hearing, so ear protectors are recommended. You will need to arrivein good time to set up and test your equipment, and clearing away might be many exhausting butexhilarating hours later. In the quieter moments, you will have various administrative tasks to do,such as preparing for the activity, confirming tour arrangements, and completing reports for headoffice. It is also important that you have time available to talk to guests.

268




You are in charge of the reception and, in some hotels, the reservations staff - often known asthe front office. In smaller hotels, your entire team may be based at the front desk, manning thehotel switchboard and performing porter duties. In a larger hotel, the reservations staff areusually based in a back office, enabling them to concentrate on telephone calls, faxes, lettersand emails, whilst the porters may come under the control of a head porter. There is often aseparate cashier's desk. Besides the usual duties of a departmental manager (recruiting andtraining staff, organising staff rotas, controlling budgets, health and safety, attending meetingswith other heads of department, etc.), you are likely to have regular contact with the guests,welcoming and registering arrivals, answering queries, taking bookings, preparing bills andtaking payments. Maintaining a close liaison with the housekeeping department is essential, soyou are informed as to which rooms have been serviced, and receive early warning of anydelays. Some situations may need to be investigated: for example, if two people appear to haveoccupied a single room, or if a guest has failed to check out on time, etc. As you and your staffare at the hub of the hotel, you have the opportunity to encourage guests to use the facilitiesavailable to them, along with the hotel's bars and restaurants, and inform other departmentmanagers and the hotel general manager of guests' requirements. It is a constant challenge toachieve maximum occupancy and revenue, requiring a shrewd eye for business, negotiatingskills, knowledge of what is happening in the local area, and often some risk taking (such asoverbooking in the knowledge that a percentage of arrivals typically fail to turn up). Security ofthe guests and hotel staff also is a major concern - there may be a security officer or team incharge.





General Manager

269


Salary: £21-55k per yearAs general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the businessmakes a profit. In this role, you will be supported by a team of senior managers, departmentmanagers and supervisors. Working closely with your managers and staff, you will ensure thatevery aspect of the operation runs smoothly and achieves - or preferably exceeds - sales andprofit targets. You will regularly appraise the performance of your managers, giving feedback onwhat they are doing well and helping them to improve in other areas. A major part of your rolewill involve motivating your team to deliver their best performance at all times, and make themost of their sales skills. You will be a key customer contact, liaising with clients to gainmaximum customer satisfaction, monitoring their feedback and encouraging your team to remaincustomer focused at all times. As the person in charge, you are ultimately responsible for thehealth and safety of everyone on the premises, for food safety, upholding the licensing laws, andcomplying with consumer protection and employment legislation. Inevitably, there are alsoadministrative tasks involved in this role, including financial reports, budgets, cost analysis, andcorrespondence with suppliers, customers and head office. You will also initiate promotion andmarketing campaigns, as well as getting fully involved in company-wide schemes.

Head Chef

Can also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, ExecutiveChef, Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager,Restaurant Manager, Supervisor of Food and Nutrition Services, Cafeteria Manager


You are in charge of the kitchen: planning menus, negotiating prices and delivery arrangementswith suppliers, ordering and storing food, organising staff rotas, supervising everyone in yourteam, recruiting and training new staff. You have a hands-on involvement in the cooking - thereputation of the restaurant largely depends on your food, and the imagination and skills whichyou bring to it. At service time, you will co-ordinate the orders as they come in, issuinginstructions to your team. You have to keep your eye on progress with earlier orders, and seethat every dish that goes out to a customer is up to standard: the correct temperature,presentation and portion size. The job requires careful planning, good timing, and excellent teamwork to bring together orders for large parties, or maintain good service when the restaurant isvery busy, When you have time, you might make an appearance in the restaurant to talk to thecustomers, in particular the regulars and any VIPs. Menus need to take account of the needs ofvegetarians, other religious and ethical diets, those with an allergy to certain foods, such as flouror nuts, and people that avoid fats or other ingredients. Food hygiene and health and safety arealso major concerns, and you will have visits from an environmental health officer to checkstandards and discuss your food safety management system. You are also responsible formaking sure that the cost of food is within the budget: wastage must be kept to the minimum,production quantities and portion control accurate. You will need to liaise closely with the generalmanager to whom you will be responsible for budgets, including staff costs. You will also workwith the restaurant manager and waiting staff, to ensure that service runs smoothly and that staffcan accurately describe dishes to customers. Depending on the type of operation (e.g. hotel,pub, restaurant), the kitchens may prepare food for a number of self-service restaurants, snackbars and directors' dining rooms, as well as cocktail parties, business meetings, conferences andother special events. For example in a high street restaurant your kitchen may be preparingmeals for 30 guests for lunch and 60 guests for dinner, whereas a hospital kitchen might be

270

preparing meals for several hundred patients three times a day, as well as the doctors,specialists, nursing and ancillary staff.

Head Housekeeper

Can also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner,Director of Conference Services, Conference Manager, Conference Planning Manager, EventsManager, Catering and Convention Services Coordinator, Catering and Convention ServicesManager


You are in charge of the cleanliness of all the guest rooms, and most (if not all) of the publicareas. Much of your time will be spent supervising and training your staff, planning staff rotas,and dealing with stock-takes, budgets, and other paperwork (maintenance reports, room checksheets, safety audits, etc.). You will also deal with the suppliers of linen, cleaning materials andguest supplies (sachets of tea and coffee, soap, shampoo, etc.), and control the costs ofcleaning materials, linen, laundry, maintenance and wages. Another regular part of your routinewill be checking that high standards of cleanliness are maintained, rooms correctly serviced, andequipment in a safe conditions (for guests and staff). Lost property will also be handed to you forsafe keeping until it can be returned to the owner. In a large operation, you will have AssistantHousekeepers and supervisors to control the work of room attendants, and probably linen roomstaff and someone to issue the cleaning supplies. You will liaise closely with the generalmanager and other heads of department, and attend regular meetings. Your staff will also meetwith you, possibly on a weekly basis. Good relations with reception staff are crucial – you willneed to let them know when rooms are ready to re-let, and they will let you know when roomscan be serviced, and which are departures, arrivals, VIPs, or have special requirements (such asa head board). Maintenance is another key area - repairs will need to be carried out promptly,and rooms should be kept in good order. It is important that the equipment your staff use(vacuum cleaners, shampooers, polishers, trolleys, etc.) is in sound working order, and is usedsafely. Some cleaning materials are hazardous, and it is your responsibility to ensure that staffare trained to use them safely. Health, safety (including fire safety) and security will be on goingconcerns. You will also be closely involved with renovations and new developments, workingwith architects, interior designers, and other specialists.

Head Receptionist



As Head Receptionist, your key duty is to ensure that all registration documents are completedfully and accurately, and that the reception area is operating smoothly. You will help to maintaina high standard of customer service, liaising with customers to ensure their needs have beenmet, ensuring that every guest’s experience is positive, paying attention to the details ofcustomer specifications and resolving all queries promptly. You will also be responsible for thedepartment when the Front Office Manager is off duty. As Head Receptionist, you will berequired to maintain a professional image at all times. You will need to follow procedures andinstructions, communicate and lead effectively with other team members and demonstrate goodhealth and safety awareness, along with efficient methods of working.

271

Head Waiter



You are in charge of the service side of restaurant when the Restaurant manager is off duty:running the restaurant and snack bars, the directors' dining rooms and any other cateringfacilities. Before service begins, you will brief staff on their tasks, the day's menu and specials,check the lay-up of counters and tables. Besides supervising your team of assistants, waitersand waitresses, cashiers, you will maintain a high customer profile during service. Anycomplaints or problems should be dealt with promptly. Good communications with the kitchenteam should help service to run smoothly, and mean that any problems can be identified anddealt with quickly. You will work closely with the head chef and restaurant manager on menupromotions, the requirements of special parties, and predicting the likely take-up of the cateringservices on any day. As a deputy for the restaurant manager, their duties will be your duties.Health and safety is a key concern, as is food hygiene, and the impression your staff givethrough their personal hygiene and presentation.

Hostel Manager

Can also be called: Residential Services Manager, Bunkhouse Manager, Hotel Services Manager


As a Youth Hostel Manager you are responsible for every aspect of the business, ensuring thatall hostel guests are satisfied, that employees are working effectively as a team, and that thebusiness is profitable. This includes the catering and accommodation facilities, administration andreception duties, and general management. You will regularly appraise the performance of yourteam, giving feedback on what they are doing well, and helping them to improve in other areas.The team is often fairly small, giving you a “hands on” role, working all shifts through the rotasystem. You will initiate promotion and marketing campaigns at local level, as well as getting fullyinvolved in company-wide schemes. Inevitably, you will also have to undertake administrativetasks including financial reports, budgets, cost analysis, and correspondence with suppliers,customers and head office. Hostel guests tend to be within a fairly young age range, but this isnot always the case - therefore you will be a key customer contact, liaising with all guests to gainmaximum customer satisfaction, monitoring their feedback and encouraging your team to becustomer focused at all times. As the person in charge, you are ultimately responsible for thehealth and safety of everyone on the premises, and must ensure compliance with food safetysystems, licensing laws, consumer protection and employment legislation.




As Housekeeping Supervisor, you will supervise the work of a team of room attendants orhousekeeping assistants, servicing a floor, or several floors of the hotel between you. You reportto the head housekeeper, and may deputise in that person's absence (depending on your

272

seniority over the other floor housekeepers). Staff have to be briefed, and their work checked.Reception must be informed when rooms are ready for re-letting, or if there is a problem (such asa late departure, or if two people seem to be occupying a room for one person). Maintenance willneed to be told of repairs and replacements. You may also be responsible for issuing cleaningmaterials clean linen and guest suppliers (soap, shampoo, etc.) to your staff, for their rooms. Youwill need to be aware of safety and hygiene risks, and alert to security concerns. Your masterkey/card will open all the guest rooms in your area of the hotel.

Junior/ Commis Chef




Junior Waiter



This job is a good starting point for a career serving customers in a restaurant. In this role, youwill help another waiter/waitress serve a group of tables. Your duties will include clearing andrelaying tables, taking food orders to the kitchen, collecting meals when they are ready, andhelping to serve the food. The main aim of your job is to ensure that the table and seating areasare clean and tidy, and inviting to the customers and to help the other waiters/waitresses to keepservice running smoothly.. This will include keeping the floors clean, ensuring that there is plentyof cutlery available, along with crockery, trays, napkins etc, and keeping the supply ofcondiments (e.g. salt, pepper and sauces) well stocked throughout the lunch or dinner service.

Kitchen Porter


273






Large hotels often employ Linen Room Assistants to deal with the laundry for guest rooms, andthe restaurant and banqueting departments. If the laundering is done on the premises, you willbe responsible for washing, drying and pressing the linen (using large-scale, professionalequipment). You will issue fresh linen for use in the various departments, and collect returns forlaundering. High standards of cleanliness and presentation are very important: everything mustbe checked for stains, damage and general wear and tear, and accurate control has to be kept ofall stocks, so every item can be accounted for. If a contractor is providing the guest laundryservice, you may be responsible for checking in-coming and out-going items.

Owner



As an Owner, you will have your own business. You will manage the business and help out withthe general activities as required: for example; cooking in a restaurant, arranging holidays in atravel agency, developing tours in a tour operator etc. You may employ other specialists tooperate certain functions – for example, a restaurant owner may employ a “front of housemanager” who will supervise other members of staff in setting up the restaurant for service,taking food and drink orders, serving them, and collecting payment. A travel agency owner mayemployer a manager to take care of arranging insurance packages, marketing services anddealing with bureau de change transactions etc. The number of additional employees you takeon will depend largely on the size and level of the business, the demand from customers andhow much they are willing to pay – your staff could range from a team of less than 10 in a smalltravel agency to more than 100 in a busy visitor attraction.

Receptionist


274


As a receptionist, you are likely to be the person to greet the guests on arrival at the hotel, and itis important to make a good first impression – a warm welcome, tidy appearance, and pleasantatmosphere in the reception area can help to get their stay off to the best start. In this role, youwill need to deal with reservations accurately and efficiently, prepare guest bills correctly, andensure that any necessary information goes to the housekeeping, restaurant, maintenance, andmanagement departments. Excellent communication and administration skills are essential andmost hotels use computerised systems for reservations and word processing, so IT skills arealso an advantage. You may have to respond to reservation enquiries by telephone, in person,or by letter, fax and email. The ability to speak another language would also be an advantage inthis role. In some hotels, receptionists show guests to their room. If this is not the case you willprovide them with clear directions, or a porter will show them to their accommodation. You mayalso be responsible for taking payments, exchanging foreign currency, and working theswitchboard: directing in-coming calls, and assisting guests in making external calls. You willtake messages for guests, and ensure that they receive them without delay, along with any mailthat may arrive for them. Guests may also leave their valuables at reception for safekeeping(either in a safety deposit box or the hotel safe) and come to you with any queries or complaints– not all of which will be easy to deal with. Selling is another key skill: the ability to persuade theguest to take a better and more expensive room, to stay longer, to eat in the restaurant, or takeadvantage of a special promotion can help to increase revenue for the hotel. In some hotels, thereceptionist helps serve in the bar and restaurant, can be called upon to help housekeeping ifthere is a crisis. At busy times, you must maintain an impression of calm efficiency, and takecare to acknowledge anyone who you can't deal with immediately. In the event of an emergency,you need be aware of your responsibilities, e.g. assisting people as they evacuate the building,calling the emergency services, and checking that all guests have reached safety

Regional Manager



As Regional Manager, you will look after the operational aspects of all the units in your area. Youwill work with managers, senior staff, and head office to ensure that the business runs smoothly,sales and costs are meeting or exceeding budget, and that problems are dealt with promptly.You will play a key role in the development of new facilities, menu changes and pricing, specialpromotions and events. Food safety and health and safety are crucial areas – you must ensurethat every aspect of the operation follows company procedures on avoiding risk. You will have aninfluence on the training programmes used in the units in your areas, and these must keep pacewith the needs of the business, as well as each individual. You will also recruit managers andtheir deputies, and regularly appraise their performance.

Restaurant Manager



275

You are in charge of the service side of the restaurant, working in close partnership with thehead chef and the kitchen team. Whatever the size and style of restaurant, one of your principalroles will be to look after the customers, greeting as many of them individually as possible,advising them on menu and wine choices, ensuring that they get good service and thanking andbidding them farewell when they leave. Before customers arrive, you will check that the tableshave been laid correctly, and that the restaurant looks welcoming. You will need to brief yourteam on the day's specials, promotional offers, any VIP guests or large parties expected, andcheck that everyone knows their tasks. Many restaurants also place great emphasis on sellingskills and each service may begin with a briefing to get everyone on top form. During service,some restaurant managers also hand guests the menu, and return to take their order, advisingon the choice of dishes, wines and other drinks. If not, waiting staff will do this, and your job is tokeep an eye on all tables, guests and staff, spotting any problems that may arise and dealingwith them. Complaints inevitably occur, and you and your staff must act promptly and effectivelyto ensure matters are put right to the customers' satisfaction - you will need to use yourdiplomatic skills. A record is usually made of any complaint, accident or other incident, so thatinvestigations can be made should a written complaint arrive some days later. After service istime to discuss how everything has gone, and which dishes and drinks sold well (or not). Healthand safety is a key concern, so is food hygiene, and the impression your staff give through theirpersonal hygiene and presentation. Time will also be taking up in recruiting new staff, andlooking after the well-being of your team, motivating everyone to do their best, helping thosewhose standard needs improving, and when necessary dealing with unsatisfactory performance.New staff will need to be trained and even the most experienced staff will need to be kept up todate with their skills. You will also be responsible for working out the staff rotas, and will need toplan to ensure that there is plenty of cover available when employees are on holiday. Budgets,financial and sales reports will also require your attention and comment.

Room Attendant



As a Room Attendant, your job title varies - you may see adverts for “room maids” and“chambermaids” - and the work you undertake depends on the style of the hotel. Whereas it maytake an hour or longer to service a luxury suite with a sunken Jacuzzi, it will be much quicker toservice a room with basic furnishings, and you will be expected to cover more within your shift.High standards of cleanliness are extremely important to hotel guests, and a methodicalapproach is essential for you to achieve this. You will need to avoid spreading bacteria from dirtysurfaces to clean ones, and complete all of your tasks within a reasonable time. When you havefinished, the room must look exactly right and welcoming to the guest, with everything in place -toiletries replenished, the mini-bar restocked and so forth. Your duties may also include cleaningpublic areas of the hotel, and this is usually done very early in the morning when no one is about.Special cleaning tasks also have to be done at regular intervals, such as shampooing furnitureand carpets, or damp dusting high surfaces. Guests will expect to see you looking well turnedout, to greet them pleasantly and help them with any enquiries they may have. There will beprocedures to follow for lost property, making beds and every other cleaning and servicing task,such as checking the room for faulty or damaged equipment and dealing with customercomplaints. These tasks will vary according to whether or not the room has been vacated. Youmay also be responsible for “self-checking”, which means you must check your own rooms(subject to spot checks by the floor or head housekeeper). In some hotels, the room attendantswork in teams, so that one person strips the beds, another cleans the bathrooms and so on, andyou will need to liaise with reception so they know when rooms are available to re-let. Hygienicworking practices are important to prevent risks to your own health, as are safe working methodswhen using cleaning materials, equipment, and when lifting or moving. Another key concern is

276

security: for yourself, the guests, and their property (along with that of the hotel). You will have akey or key card to let you into all the guest rooms in your area, and will be expected to keep thiswith you at all times.

Senior Manager




Senior/Sous Chef




Waiter



As a waiter/ waitress, you play a key role in helping guests to enjoy their meal. It is yourresponsibility to ensure that there is no delay in bringing the food from the kitchen, and that it isserved as attractively as possible. You will advise guests on the food and drink available (salesskills are an important aspect of this) and serve their meals while causing as little unnecessarydisruption to them as possible. You will also clear plates and other unwanted items from thetable, replenish drinks and wine glasses, and keep the restaurant looking pleasant. In mostbusinesses you will also be responsible for greeting guests, showing them to their table, takingorders and collecting their payment at the end of the meal. You may have your own float, andhand over your takings at the end of service, or process payments at the till throughout service.

277

You will help to prepare the restaurant for service, and clear away when all the guests havegone. You may be asked to help serve at banquets, cocktail parties, special dinners, weddings,and other functions using silver service. On these occasions, there may be a buffet from whichcustomers help themselves or are served their choice of salads, sweets, cheeses or other cold orhot dishes. Besides helping serve customers, you will need to replenish dishes from the kitchen,remove empties, replace serving spoons, and generally keep the buffet looking at its best. Inevent catering, the venue might be a marquee, a banqueting hall; even outdoors in the groundsof a stately home. You will help to set up the tables and seating, as well as laying the tables andwashing up afterwards. Along with serving meals, you may be required to serve tea and coffee toguests. You also need to know what wines and other drinks are available to your guests, so youmust be knowledgeable on the laws relating to the service of alcohol. High standards of personalpresentation and hygiene are essential at all times. You must be careful not to touch the food, orany surfaces of cutlery, glasses etc. that may come into contact with the guest’s mouth. It is alsoimportant to be aware of safety, so that you avoid any accidents.

Wine Waiter




7.11 Case studies




Events Manager

278





Holiday RepresentativeSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=1703&parent=422


HousekeeperSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=67&catalogueContentID=1848&parent=103



Main Stage CallerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=2177&parent=400


Reception ManagerSource: www.connexions-direct.com

279





7.12 FAQs





Q: Are there any other benefits to working in a holiday centre?A: Many holiday centres will offer accommodation and meals to their staff at a greatly reducedprice. A lot of people working in this setting find the industry appealing due, at least in part, tothe social aspect that goes along with it.


People1st

280

The Sector Skills Council for hospitality, leisure, travel & tourismwww.people1st.co.uk





281

7.14 Self catering accommodation, holiday centres and youth hostels regional Information

7.14.1 Self catering accommodation, holiday centres and youth hostels East Midlands. -Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages.


• There are approximately 4,200 people working in the self catering accommodation, holidaycentres and youth hostels sector in this region• 60 percent work on a full time basis, whilst 40 percent work part time• There are a greater number of women working in the sector (86 percent) than men (14percent)



16-19 10%

20-24 19%

25-29 10%

30-34 7%

35-39 0%

40-44 12%

45-49 7%

50-54 10%

55-59 14%

60-64 7%

65-69 0%

70+ 2%




NVQ Level 4 24%

NVQ Level 3 19%

NVQ Level 2 24%





282


West Midlands




Chefs, cooks 18,300

Hotel porters 1,300








change

2008 2013 2017 2008-2017





• Skill shortages

283





284

7.14.2 Self catering accommodation, holiday centres and youth hostels East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 2%

20-24 9%

25-29 5%

30-34 0%

35-39 12%

40-44 9%

45-49 7%

50-54 23%

55-59 16%

60-64 16%

65-69 0%

70+ 0%




NVQ Level 4 18%

NVQ Level 3 19%

NVQ Level 2 21%





Each industry within the hospitality, leisure, travel and tourism sector is unique in many respects,although many include the provision of food, drink, accommodation and leisure activities. Thereare a number of ‘core’ occupations commonly found in these industries. The table below lists

285

these and displays the numbers working in these roles across the whole hospitality, leisure, traveland tourism sector.

Eastern





Chefs, cooks 23,000








change

2008 2013 2017 2008-2017






• Skill shortages


286




287

7.14.3 Self catering accommodation, holiday centres and youth hostels LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 0%

20-24 40%

25-29 13%

30-34 13%

35-39 0%

40-44 0%

45-49 0%

50-54 13%

55-59 0%

60-64 0%

65-69 13%

70+ 0%




NVQ Level 4 13%

NVQ Level 3 40%

NVQ Level 2 13%






White 87%


288




London




Chefs, cooks 39,700

Hotel porters 3,200








change

2008 2013 2017 2008-2017



Elementary OccupationsIncluding:Kitchen and catering assistants 775,300 839,600 853,600 10%

289

Waiting staffBar staff


• Skill shortages





290

7.14.4 Self catering accommodation, holiday centres and youth hostels North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are very few people working in the self catering accommodation, holiday centres andyouth hostels sector in this region



North East



Chefs, cooks 8,400



Bar staff 10,800Source: Labour Force Survey 2009





change

2008 2013 2017 2008-2017




Including: 211,900 207,800 193,800 -9%

291

Chefs/cooks



• Skill shortages





292

7.14.5 Self catering accommodation, holiday centres and youth hostels North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 7,600 working in the self catering accommodation, holiday centres andyouth hostels sector in this region• 81 percent work on a full time basis, whilst 19 percent work part time• There are a greater number of women working in the sector (58 percent) than men (42percent)



16-19 4%

20-24 3%

25-29 29%

30-34 21%

35-39 4%

40-44 11%

45-49 8%

50-54 7%

55-59 3%

60-64 11%

65-69 3%

70+ 0%




NVQ Level 4 39%

NVQ Level 3 14%

NVQ Level 2 16%






293






Chefs, cooks 26,300

Hotel porters 1,000








change

2008 2013 2017 2008-2017






• Skill shortages


294




295

7.14.6 Self catering accommodation, holiday centres and youth hostels South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 4,200 working in the self catering accommodation, holiday centres andyouth hostels sector in this region• 75 percent work full time whilst 25 percent work on a part time basis• There are a greater number of women working in the sector (71 percent) than men (28percent)



16-19 0%

20-24 5%

25-29 7%

30-34 24%

35-39 14%

40-44 5%

45-49 0%

50-54 5%

55-59 19%

60-64 12%

65-69 7%

70+ 2%




NVQ Level 4 26%

NVQ Level 3 19%

NVQ Level 2 19%






296


South East




Chefs, cooks 37,200

Hotel porters 1,000








change

2008 2013 2017 2008-2017






• Skill shortages


297




298

7.14.7 Self catering accommodation, holiday centres and youth hostels South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 16,600 people working in the self catering accommodation, holidaycentres and youth hostels in this region• 55 percent work full time whilst 45 percent work on a part time basis• There are a greater number of women working in the sector (71 percent) than men (29percent)



16-19 4%

20-24 10%

25-29 4%

30-34 1%

35-39 9%

40-44 15%

45-49 10%

50-54 10%

55-59 13%

60-64 11%

65-69 12%

70+ 2%




NVQ Level 4 19%

NVQ Level 3 27%

NVQ Level 2 25%






299


South West




Chefs, cooks 18,100

Hotel porters 1,200








change

2008 2013 2017 2008-2017






• Skill shortages


300




301

7.14.8 Self catering accommodation, holiday centres and youth hostels West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 2,800 people working in the self catering accommodation, holidaycentres and youth hostels in this region• 54 percent work on a full time basis, whilst 46 percent work part time• There are a greater number of women working in the sector (87 percent) than men (13percent)



16-19 0%

20-24 0%

25-29 0%

30-34 7%

35-39 7%

40-44 0%

45-49 29%

50-54 18%

55-59 7%

60-64 25%

65-69 11%

70+ 0%




NVQ Level 4 21%

NVQ Level 3 32%

NVQ Level 2 36%






302


West Midlands




Chefs, cooks 18,300

Hotel porters 1,300








change

2008 2013 2017 2008-2017






• Skill shortages


303




304

7.14.9 Self catering accommodation, holiday centres and youth hostels Yorkshire and theHumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 4,800 working in the self catering accommodation, holiday centres andyouth hostels in this region• 57 percent work on a full time basis, whilst 43 percent work part time• There are a greater number of women working in the sector (78 percent) than men (22percent)







Chefs, cooks 19,900








change

2008 2013 2017 2008-2017

Managers and Senior OfficialsIncluding:Hotel & accommodation managersRestaurant & catering managers 597,000 624,300 659,500 9%

305

Publicans & managers of licensed premises




• Skill shortages





306

8. Travel and tourist services


The travel services and tourist services industries are two separate industries within theHospitality, leisure, travel & tourism sector.

Travel services

The travel services industry supports the wider travel and tourism sectors. Some familiar nameswhich operated in this industry include:

Thomas Cook TUI Co-operative Travel Group STA Travel

Tourist services

The tourist services industry supports inbound and domestic tourism. It is made up of a number ofsub-industries:

National and regional tourist boards e.g. VisitScotland, London Tourist Board Tourist Information Centres Inbound and domestic tour operators

The industries are also responsible for a large number of tourist guides that can be found atvisitor attractions, on coach tours or who operate independent tours.


There are a wide variety of jobs in the travel & tourism services industry ranging from tour guidesand travel agents to supervisory and managerial positions.

For a lot of the positions in travel services, such as travel agents, different companies havedifferent entry requirements. Most would expect applicants to be educated to degree level(although this is not always necessary). Perhaps more important though is an interest in traveldemonstrated by a lot of overseas travel.

Crucially, many of the larger travel companies will provide in depth training for their staff withdetailed induction packages and extensive on the job training. The majority of progression intomore senior roles in larger travel agencies is done by existing staff so there is definitely scope tofurther one’s career in this industry.

For other roles, such as tour guides, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles suchas these good people skills and an appreciation of the importance of customer service are anadvantage. Progression in the industry is most likely for committed workers who are willing totake on new responsibilities.



307

Blue Badge Tour Guide - Level 4Can also be called: Docent, Senior Tour Guide, Museum Guide, Discovery Guide, HistoricalInterpreter, Senior Guide, Head Guide, Interpreter, Science Interpreter, Museum Docent,Museum EducatorSalary: £6-25k per year

Business Travel Agency ManagerCan also be called: Business Travel Agency Manager, Senior Travel Consultant, Senior TravelCounselorSalary: £20-35k per year

Consultant - Business Travel AgentCan also be called: Travel Agent, Travel Consultant, Travel Counselor, Auto Travel CounselorSalary: £14-20k per year

Consultant - Leisure Travel AgentCan also be called: Leisure Travel Agent, Travel Consultant, Leisure Travel Operator, TravelCounselorSalary: £14-20k per year


Green Badge Tour Guide - Level 3Can also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum Educator, Activity GuideSalary: £6-25k per year

Home Working Travel ConsultantCan also be called: Self Employed Leisure Travel Agent, Specialised Travel Consultant,Salary: £20+k per year

Junior Consultant - Business Travel AgentCan also be called: Junior Travel Agent, Junior Travel Consultant, Junior Travel Counselor,Trainee Travel ConsultantSalary: £11-15k per year

Junior Consultant - Call CentreCan also be called: Junior Travel Agent, Junior Travel Consultant, Junior Travel Counselor,Trainee Travel ConsultantSalary: £12+k per year

Junior Consultant - Leisure Travel AgentCan also be called: Junior Travel Agent, Junior Travel Consultant, Junior Travel Counselor,Trainee Travel ConsultantSalary: £11-15k per year

Junior Resort or Childrens RepresentativeCan also be called: Reservations Agent, Customer Service Agent, Trainee Customer ServiceRepresentative (CSR), Junior Holiday RepresentativeSalary: £11-13k per year

308

Junior Tour OperatorCan also be called: Docent Co-ordinator, Tour Guide, Museum Co-ordinator, Guide, Interpreter,Science Interpreter, Museum DocentSalary: £11-15k per year

Leisure Travel Agency ManagerCan also be called: Leisure Travel Agency Manager, Senior Travel Consultant, Senior TravelCounselorSalary: £20-35k per year

Local Authority Tourism ManagerCan also be called: Director for Tourism, Head of Tourism and Leisure ServicesSalary: £25-38k per year

Local General Tour GuideCan also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum Educator, Activity Guide,CuratorSalary: £6-25k per year

Manager Call CentreCan also be called: Travel Agency Manager, Travel Agency Manager, Travel Centre CustomerService ManagerSalary: £20-35k per year

Marketing OfficerCan also be called: Marketing Manager, Marketing Director, Business Development Manager,Marketing Coordinator, Account Supervisor, Commercial Lines Manager, Commercial MarketingSpecialistSalary: £20-40k per year


Procurement OfficerCan also be called: Purchasing Manager, Director of Purchasing, Materials Manager, CommodityManager, Director of Materials, Director of Strategic Sourcing, Procurement Manager,Purchasing Supervisor, Supply Chain ManagerSalary: £40-85k per year


Resort ManagerCan also be called: Reservations Manager, Customer Service Manager Customer ServiceRepresentative Manager (CSRM), Resort Agent, Tour Sales Manager,Salary: £40k per year

Resort or Childrens RepresentativeCan also be called: Reservations Agent, Customer Service Agent, Customer ServiceRepresentative (CSR), Holiday Representative, Holiday RepSalary: £12-15k per year

309

Senior Consultant - Business Travel AgentCan also be called: Business Travel Agent Supervisor, Senior Business Travel Consultant, TravelCounselorSalary: £16-24k per year


Senior Manager in Public SectorCan also be called: Chief Executive Officer (CEO), Chief Operating Officer (COO), ExecutiveDirector, General ManagerSalary: £45+k per year

Senior Manager in Tourism IndustryCan also be called: Chief Executive Officer (CEO), Chief Operating Officer (COO), ExecutiveDirector for Tourism, Tourism Senior ManagerSalary: £45+k per year

Senior Resort RepresentativeCan also be called: Customer Service Supervisor, Customer Service Representative (CSR),Senior Holiday Representative, Senior Resort AgentSalary: £16-24k per year

Senior Tour OperatorCan also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum EducatorSalary: £16-24k per year

Senior Tourism OfficerCan also be called: Tourism Services ManagerSalary: £20-25k per year

Senior Tour OperatorCan also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum EducatorSalary: £16-24k per year

Supervisor Call CentreCan also be called: Travel Agent Supervisor, Senior Travel Consultant, Travel Counselor,Salary: £16-24k per year

Tourism AssistantCan also be called: Tourism Services OfficerSalary: £12-16k per year

Tourist Board Tourism ManagerCan also be called: Tourism Marketing Manager, Business Development Manager, MarketingCoordinator, Tourist Board Skills Development Manager, Tourism Development Manager,Commercial Marketing Specialist, Tourism Training ManagerSalary: £28-35k per year

Tourism DirectorCan also be called: Director for Tourism, Head of Tourism and Leisure ServicesSalary: £28-40k per year

310

Tourism ExecutiveCan also be called: Tourism Services Officer, Tourist Board Officer, Tourist Board ExecutiveSalary: £15-20k per year

Tourism Information Centre ManagerCan also be called: Tourism Centre Manager, Senior Tourism Information Officer,Salary: £20-30k per year

Tourism Information Centre SupervisorCan also be called: Tourism Center Supervisor, Senior Tourism Information Officer, SeniorTourism Assistant, Assistant Tourism Information Centre ManagerSalary: £16-24k per year

Tourism Information OfficerCan also be called: Tourism Officer, Tourism Information Officer, Tourism AssistantSalary: £11-15k per year

Tourism OfficerCan also be called: Tourism Service ExecutiveSalary: £15-20k per year

Tourist Board Tourism ManagerCan also be called: Tourism Marketing Manager, Business Development Manager, MarketingCoordinator, Tourist Board Skills Development Manager, Tourism Development Manager,Commercial Marketing Specialist, Tourism Training ManagerSalary: £28-35k per year

Tour ManagerCan also be called: Tour Guide, Head of Guiding, Discovery Guide, Historical Interpreter, GuideManager, Interpreter, Science InterpreterSalary: £12-25k per year

Tour Operations ManagerCan also be called: Operations Manager, Director of Operations, Client Services Manager, TourContracts DirectorSalary: £25-38k per year

Tour OperatorCan also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum EducatorSalary: £14-20k per year

Travel Consultant Call CentreSalary: £14-20k per year


For a lot of the positions in travel services, such as travel agent, different companies havedifferent entry requirements. Most would expect applicants to be educated to degree level(although this is not always necessary). Perhaps more important though is an interest in traveldemonstrated by a lot of overseas travel.

311

Crucially, many of the larger travel companies will provide in depth training for their staff withdetailed induction packages and extensive on the job training. The majority of progression intomore senior roles in larger travel agencies is done by existing staff so there is definitely scope tofurther one’s career in this industry.

For other roles, such as tour guides, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles suchas these good people skills and an appreciation of the importance of customer service are anadvantage. Progression in the industry is most likely for committed workers who are willing totake on new responsibilities.

The apprenticeship in travel and tourism is a work based training programme. It is aimed atpeople at the start of the career in the industry and provides the apprentice with relevant skillsand knowledge whilst gaining experience in the job. The apprenticeship programme is designedso that apprentices in a variety of different job roles can select learning which is most appropriateto their occupation.



8.5 Qualifications

There are many different qualifications relevant to the various occupations in the travel & tourismservices industry.



Advanced Diploma in Travel and Tourismhttp://www.uksp.co.uk/qualifications.aspx?QualID=715

Foundation Diploma in Travel and Tourismhttp://www.uksp.co.uk/qualifications.aspx?QualID=713

Higher Diploma in Travel and Tourismhttp://www.uksp.co.uk/qualifications.aspx?QualID=714

Level 2 Apprenticeship in Travel andTourism (Leisure and Business)




Level 3 Award in the Principles ofSupervising Customer Service performancein HLTT


Foundation Degree in Travel and TourismManagement




312

• There are approximately 119,800 people working in the travel & tourism services sectorthroughout the UK• The majority of are female and work on a full time basis



16-19 4,300 4%

20-24 14,900 12%

25-29 17,800 15%

30-34 22,200 19%

35-39 14,200 12%

40-44 9,900 8%

45-49 7,700 6%

50-54 10,600 9%

55-59 10,100 8%

60-64 4,700 4%

65-69 2,500 2%

70+ 1,000 1%




NVQ Level 4 41,900 35%

NVQ Level 3 27,000 23%

NVQ Level 2 31,300 26%






White 108,400 90%





313


United Kingdom

Travel agency managers 9,000

Travel agents 47,500

Travel & tour guides 15,900(Source: Labour Force Survey 2009)





change

2008 2013 2017 2008-2017

Managers and Senior OfficialsIncluding:Travel agency managers 597,000 624,300 659,500 9%

Personal Service OccupationsIncluding:Travel agentsTravel and tour guides 119,500 133,000 145,800 22%


8.7 Skill shortages




314



Customer service skills are very important in public facing roles such as travel agents. Buildingexperience in dealing with customers, especially conflict management, is a skill sought after inmany other industries where staff deal with the public on a daily basis. Such industries include,amongst many others, retail and call centres.



For public facing staff such as travel agents or tour guides, good communication and customerservice skills are a must. Highly developed skills in these areas would be advantageous topotential applicants.

There are a growing number of travel agencies which operate on a call centre basis so previousexperience in this field would be particularly useful.

8.10 Job profiles

Blue Badge Tour Guide - Level 4

Can also be called: Docent, Senior Tour Guide, Museum Guide, Discovery Guide, HistoricalInterpreter, Senior Guide, Head Guide, Interpreter, Science Interpreter, Museum Docent,Museum Educator


As a Blue Badge Guide, you are more experienced and have progressed from Green Badgeguiding at Level 3. In this position, you are qualified to work in wider regions as well as cities andtowns, therefore enjoying the advantages of a wider spectrum of work. You should have a lot ofspecific knowledge about an area’s history, background and people. You help to bring thebuilding and the objects within it to life for the visitors, and must be able to deliver an experiencethat matches their expectations. A Blue Badge Guide should also be aware of and adhere tohealth and safety regulations, particularly for walking tours when risk assessments are required.Fluency in main European languages is an advantage, as well as a thorough knowledge of theobjects and places visitors have come to see. You may deliver walking or coach tours and yourservices tend to be offered via tour operators, although in many cases Green and Blue BadgeGuides are self-employed and must source their own work. You may also work with TouristBoards, helping visiting journalists or commercial companies looking to relocate. You must beable to keep an audience interested, presenting information in a clear and entertaining manner,whilst appreciating the variation between different audiences – therefore, good communicationskills are essential.

Business Travel Agency Manager

315

Can also be called: Business Travel Agency Manager, Senior Travel Consultant, Senior TravelCounselor


A manager of a business travel agency has the central responsibility for maintaining andextending contracts with the business client for all their business travel and accommodationrequirements. You are responsible for the training and development of your team, based with theclient. You must also find time to liaise with tour operators, so that you keep up-to-date with whatis available and can pass on customer comments and special requests. Client accounts andsales figures must be processed monthly, weekly or even daily and despatched to head office.You will also liaise with head office and tour operators over promotional programmes for variousflight and accommodation deals.

Consultant - Business Travel Agent

Can also be called: Travel Agent, Travel Consultant, Travel Counselor, Auto Travel Counselor


In a business travel agency you are not dealing with holidays, but rather arranging travel andaccommodation solutions for your business clients. You will also need to be a skilledadministrator, communicator and keyboard operator, as much of your business is done bycomputer and over the telephone. One hundred percent accuracy is demanded, because just onemistake with a detail, date or price can lead to problems and inconvenience. Ticketing regulationsare particular complex, and getting the best price for an airline flight or train journey demands aquick grasp of detail and sharp analytical ability to compare options. Having helped your businessclient to make a choice, , you will then enter on the computer the details of who is travelling andexactly what is required, advise of any visa and vaccination requirements, and offer to arrangecar hire, extra business excursions and local currency. Often business travel agents have acontract with the client - an invoice is raised to the client’s account and payment of the account isreceived every month. Travel tickets, hotel vouchers and itinerary will have to be printed out anddispatched to the client before travelling. Should arrangements be changed by the client, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative arrangements.

Consultant - Leisure Travel Agent

Can also be called: Leisure Travel Agent, Travel Consultant, Leisure Travel Operator, TravelCounselor


As a consultant, you should be able to match holidays or travel options to whatever the customerrequires and can afford. With holidays, you are selling a dream: building up the customer'senthusiasm and tempting him or her with the thought of relaxation, interesting activities, unusualsites etc. You will also need to be a skilled administrator, communicator and keyboard operator,as much of the business is done by computer and over the telephone. One hundred percentaccuracy is demanded, because just one mistake with a detail, date or price can lead to problemsand inconvenience. Ticketing regulations are particular complex, and getting the best price for anairline flight or train journey demands a quick grasp of detail and sharp analytical ability tocompare options. After helping the customer to make a choice, you will then enter on thecomputer the details of who is travelling and exactly what is required, advise of any visa and

316

vaccination requirements, offer to arrange car hire, extra excursions, traveller's cheques andholiday insurance, check the passport, and then obtain a deposit or full payment. Travel tickets,hotel vouchers and itinerary have to be printed out if the person is travelling in a few days, forexample on a late availability holiday. Otherwise, you will explain the process for making finalpayment and despatch of the tickets. Should arrangements be changed by the customer, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative offers.

General Manager




Green Badge Tour Guide - Level 3

Can also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum Educator, Activity Guide


A Green Badge Tour Guide is qualified to guide in a specific geographical area such as a city ora town. You will often be employed to work on a fixed route sightseeing tour - for examplethrough a city and can offer walking or coach tours. As a Green Badge Guide, you must displaythe ability to communicate, understand and relate to an audience. For walking tours in particular,the guide must adhere to Health and Safety regulations and have conducted a risk assessment.You must bring the experience to life for your group, giving them interesting details about placesand people as they tour the sites, buildings and areas of interest in your sphere. Fluency in mainEuropean languages is an advantage, as well as thorough knowledge of the objects and placesvisitors have come to see. Empathy with the audience is also essential; so that you can tuneyour presentation suit them. You must be able to answer questions for group members, andrepeat details that they may have missed. A clear speaking voice is essential, and a good eye forfaces, so you can keep track of people in the group. You must be able to keep an audienceinterested, presenting information in a clear and entertaining manner, whilst appreciating thevariation between different audiences – therefore, good communication skills are essential.

317

Home Working Travel Consultant

Can also be called: Self Employed Leisure Travel Agent, Specialised Travel Consultant,


As a home working travel consultant, you have your own business which you manage and domuch of the general activities: arranging holidays, developing tours etc. You may employ otherspecialists to deal with certain functions e.g. collecting payment, arranging insurance packages,marketing services, dealing with bureau de change transactions. How many additional employeesyou have in the business will depend on the type and level of your business and the pricescustomers are willing to pay. As the expert you will be developing holiday or travel packages foryour clients. You must also find time to liaise with tour operators, so that you keep up-to-date withwhat is available and can pass on customer comments and special requests. Keeping a check onyour accounts and sales figures is essential; on a monthly, weekly or even daily basis. Moneyand cheques accepted for deposits and bookings must be kept safely and banked regularly, andcredit card transactions monitored so that there are no problems with invalid cards - it is yourbusiness, and therefore your money. You will also liaise with tour operators over promotionalprogrammes for various holidays and travel deals.

Junior Consultant - Business Travel Agent

Can also be called: Junior Travel Agent, Junior Travel Consultant, Junior Travel Counselor,Trainee Travel Consultant


In a business travel agency you are not dealing with holidays, but rather arranging travel andaccommodation solutions for your business clients. You will also need to be a skilledadministrator, communicator and keyboard operator, as much of your business is done bycomputer and over the telephone. One hundred percent accuracy is demanded, because just onemistake with a detail, date or price can lead to problems and inconvenience. Ticketing regulationsare particular complex, and getting the best price for an airline flight or train journey demands aquick grasp of detail and sharp analytical ability to compare options. Having helped your businessclient to make a choice, , you will then enter on the computer the details of who is travelling andexactly what is required, advise of any visa and vaccination requirements, and offer to arrangecar hire, extra business excursions and local currency. Often business travel agents have acontract with the client - an invoice is raised to the client’s account and payment of the account isreceived every month. Travel tickets, hotel vouchers and itinerary will have to be printed out anddispatched to the client before travelling. Should arrangements be changed by the client, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative arrangements.

Junior Consultant - Call Centre



As a junior consultant, you should be able to match holidays or travel options to whatever thecustomer requires and can afford. With holidays, you are selling a dream: building up the

318

customer's enthusiasm and tempting him or her with the thought of relaxation, interestingactivities, unusual sites etc. You will also need to be a skilled administrator, communicator andkeyboard operator, as much of the business is done by computer and over the telephone. Onehundred percent accuracy is demanded, because just one mistake with a detail, date or price canlead to problems and inconvenience. Ticketing regulations are particular complex, and getting thebest price for an airline flight or train journey demands a quick grasp of detail and sharp analyticalability to compare options. After helping the customer to make a choice, you will then enter on thecomputer the details of who is travelling and exactly what is required, advise of any visa andvaccination requirements, offer to arrange car hire, extra excursions, traveller's cheques andholiday insurance, check the passport, and then obtain a deposit or full payment. Travel tickets,hotel vouchers and itinerary have to be printed out if the person is travelling in a few days, forexample on a late availability holiday. Otherwise, you will explain the process for making finalpayment and despatch of the tickets. Should arrangements be changed by the customer, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative offers.

Junior Consultant - Leisure Travel Agent



As a junior consultant, you should be able to match holidays or travel options to whatever thecustomer requires and is within their budget. With holidays, you are selling a dream: building upthe customer's enthusiasm and tempting him or her with the thought of relaxation, interestingactivities, unusual sites etc. You will also need to be a skilled administrator, communicator andkeyboard operator, as much of the business is done by computer and over the telephone. Onehundred percent accuracy is demanded, because just one mistake with a detail, date or price canlead to problems and inconvenience. Ticketing regulations are particular complex, and getting thebest price for an airline flight or train journey demands a quick grasp of detail and sharp analyticalability to compare options. After helping the customer to make a choice, you will then enter on thecomputer the details of who is travelling and exactly what is required, advise of any visa andvaccination requirements, offer to arrange car hire, extra excursions, traveller's cheques andholiday insurance, check the passport, and then obtain a deposit or full payment. Travel tickets,hotel vouchers and itinerary have to be printed out if the person is travelling in a few days, forexample on a late availability holiday. Otherwise, you will explain the process for making finalpayment and despatch of the tickets. Should arrangements be changed by the customer, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative offers.

Junior Resort or Childrens Representative

Can also be called: Reservations Agent, Customer Service Agent, Trainee Customer ServiceRepresentative (CSR), Junior Holiday Representative


Once holidaymakers reach their destination, they expect you to make sure everything (even theweather!) comes up to their expectations. You will be at the airport, station or coach terminal togreet them on their arrival, and will need to have sufficient local knowledge to advise them on thebest places to eat, drink and visit. You will also need to be able to answer their questions, sort outany problems or complaints, and help them if there is a difficulty or emergency. Usually, you willaccompany them to their hotel or apartment, assisting with check in and helping to get their

319

luggage to their rooms. This is the time for a special welcome, to get to know as many people byname as possible, and to put everyone in the right mood to enjoy their holiday. The next daythere is usually a welcome party, where you can tell everyone about the tour and entertainmentpackages on offer, what days and times you will be at their hotel to provide further help, how tocontact you in an emergency, and other domestic details to help their holiday run smoothly. Here,you will give them a taste of what goes on the resort, the places to go, and where to avoid. Youwill also give advice on local customs, banking hours, personal security, shopping, souvenirs,restaurants, bars, discos, and so forth. At the close of the session, there is usually a chance toanswer questions, and sell tickets for local excursions and entertainment. Sometimes you will actas guide for the excursions, and help to arrange the entertainment. Your role may involve settingup and running children’s activities at the resort, and extra care is required to ensure that they aresafe. You have to be ready to deal with an emergency at any time, such as an accident, severeillness or even the arrest of one of your group. Complaints should be acted on quickly. In thequieter moments, you will have various administrative tasks to do, such as preparing for the nextgroup, confirming tour arrangements, and completing reports for head office.

Junior Tour Operator

Can also be called: Docent Co-ordinator, Tour Guide, Museum Co-ordinator, Guide, Interpreter,Science Interpreter, Museum Docent


You are the welcoming voice at the end of the telephone when customers and travel agentsenquire about availability of holidays, wish to make a booking, or call to check on any detail oftheir booking. Other enquiries and communications will be made on-line by computer, by email,letter, or even a personal visit. Travel professionals, like you, will express their needs or questionsvery concisely, anxious not to waste time. However, customers offer a wide range of challenges –you may need to ask them a lot of questions to find out the essential information, or they may bevery vague, bewildered or even angry. In the face of this, you will need to retain a calm,professional approach, being careful to get details accurate. You will also be passing on bookinginformation to travel companies, hotels, local tour operators, resort representatives and any otherparties which might be involved in a holiday or business trip. Particular care must be taken toavoid misunderstandings or errors when dealing with countries abroad, and with any specialrequirements that customers may have. When problems do arise, such as a last minute changeto the itinerary, lost tickets, a delayed flight, or a traveller who complains about unsatisfactorystandards in the hotel, you will help put matters right. Your aim is to do the best for the traveller,with minimum disruption to other arrangements and customers. Naturally, you also want to keepextra costs for your company and its contractors to the minimum, and avoid any furthercomplaints, claims for compensation, or bad publicity that might follow. Your role in building thecompany's good reputation in the marketplace, and among the company's contractors, is crucial.

Leisure Travel Agency Manager

Can also be called: Leisure Travel Agency Manager, Senior Travel Consultant, Senior TravelCounselor


You are the shop manager - an expert in the products you sell, and able to do the work of any ofyour staff. The skills of your travel consultant team will determine how successful the agency is inselling holidays. Therefore recruiting staff and undertaking training and development to get thebest out of them are key activities. You will spend much of your day on the 'shop floor', greetingpeople as they come through the door, directing them to useful brochures, and leading them to

320

the consultant who is the specialist in they type of holiday they are looking for. You might jointheir conversation, particularly if you can add the final encouragement that leads to a sale. Theagency must look inviting to the casual passer-by, with an attractive window display, wellarranged brochure racks, neatly presented staff, and uncluttered but business-like desks. Youmust also find time to liaise with tour operators, so that you keep up-to-date with what is availableand can pass on customer comments and special requests. Branch accounts and sales figuresmust be processed monthly, weekly or even daily, and despatched down the line to head office.Money and cheques accepted for deposits and bookings must be kept safely and regularlybanked, and credit card transactions must be monitored so that there are no problems with invalidcards, or failure to obtain authorisation when the amount is over the floor limit. You will liaise withhead office and tour operators over promotional programmes for various holidays and traveldeals, and window displays. Often you can take the lead in securing good publicity through yourcontacts with the local newspaper and radio, and by organising newsworthy events.

Local Authority Tourism Manager

Can also be called: Director for Tourism, Head of Tourism and Leisure Services


Tourism is a major source of income to most regions and areas of Britain, both directly (throughwhat visitors spend), and indirectly (through the jobs and businesses they support). To ensure acohesive approach to tourism, and to exploit its revenue earning potential, most local authoritiesor bodies (including those controlling the large cities) have a tourism services department. Asmanager, you play a key role in influencing the tourism strategy, working with elected councillorswho serve on the tourism committee. A balance has to be struck, so that developments complywith planning guidelines and succeed in attracting the target market, yet avoid congestion,damage to ancient sites and buildings and harm to the countryside. Market research andfeasibility studies (which you initiate) will help to inform the decision-making process. You willliaise closely with major providers of tourist attractions, transport and accommodation, and withthe tour operators and travel agents who bring visitors to the area. You will join your staff attravel trade events to help promote the area, and make presentations at the major gatherings.

Local General Tour Guide

Can also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum Educator, Activity Guide,Curator


A site tour guide shows guests around a particular site or building. This could be a visitorattraction such as a museum, a stately home, or a place of worship such as a church orcathedral. As a tour guide, you should have a lot of specific knowledge about an area’s history,background and people. You help to bring the building and the objects within it to life for thevisitors; while books and videos also contain masses of information, and audio tapes can besynchronised to match the visitor's progress from one viewing to the next, a guide can tune theirpresentation to the audience and ensure that the experience is personal. You may want to spendmore time in areas that capture their attention, and should respond accordingly to factors such asweather – for example, if visitors are outdoors and the weather is poor, it may be wise to save themore detailed information until they are back inside. You must be able to answer questions andbe patient, repeating details which someone may have missed. A clear speaking voice isessential, and you will need a good eye for faces so you can keep track of people in your group.You must be able to keep an audience interested, presenting information in a clear and

321

entertaining manner, whilst appreciating the variation between different audiences – therefore,good communication skills are essential.

Manager Call Centre

Can also be called: Travel Agency Manager, Travel Agency Manager, Travel Centre CustomerService Manager


Generally, as a Call Centre manager of a travel company you will plan, organise, co-ordinate anddirect the activities of a travel call centre. Your primary responsibility is to ensure that your staffoffer excellent customer service, but you are also responsible for training and developing a teamof consultants and ensuring the profitability of the business. You may also undertake consultantduties from time to time to help out the team. As well as recruiting, training and managing staff,you will oversee the accurate development and selling of holidays and ensure that all necessarydocuments and receipts are dispatched to the customers. As the manager of the business youwill collect and manage numerical data on takings and profits/losses and keep strict records onthese in line with your budget. The travel industry has strict regulations and you will need toensure 100% compliance with these.

Marketing Officer

Can also be called: Marketing Manager, Marketing Director, Business Development Manager,Marketing Coordinator, Account Supervisor, Commercial Lines Manager, Commercial MarketingSpecialist


As Marketing Officer, you are responsible for the efficient and effective operation of a number offields - including public relations, bookings, and sales development. You will have a key role indeveloping the company's strategic plan for marketing and promoting its facilities. The leisuremarket is a broad one, encompassing a wide range of interests and all ages, and you will need tohave excellent communication, customer service and business management skills. Anotherpriority is to develop effective systems for monitoring expenditure against income. A backgroundin journalism is sometimes required, and IT skills are also important.

Owner



As an Owner, you will have your own business. You will manage the business and help out withthe general activities as required: for example; cooking in a restaurant, arranging holidays in atravel agency, developing tours in a tour operator etc. You may employ other specialists tooperate certain functions – for example, a restaurant owner may employ a “front of housemanager” who will supervise other members of staff in setting up the restaurant for service,taking food and drink orders, serving them, and collecting payment. A travel agency owner mayemployer a manager to take care of arranging insurance packages, marketing services anddealing with bureau de change transactions etc. The number of additional employees you takeon will depend largely on the size and level of the business, the demand from customers and

322

how much they are willing to pay – your staff could range from a team of less than 10 in a smalltravel agency to more than 100 in a busy visitor attraction.

Procurement Officer

Can also be called: Purchasing Manager, Director of Purchasing, Materials Manager, CommodityManager, Director of Materials, Director of Strategic Sourcing, Procurement Manager,Purchasing Supervisor, Supply Chain Manager


This is often a head office position. You may not actually buy anything, but you will certainly beheavily involved in negotiating best deals for the company, including prices, deliveryarrangements, and specification (this tends to be very detailed). You will be responsible forresourcing everything for the business, establishing the precise requirements in consultation withthe heads of department, identifying potential sources and suppliers, and dealing with anyproblems relating to the products and services. The range of products and services you will bedealing with is very wide, from teaspoons to vintage wines, from hired linen to disposables,cleaning supplies and equipment, service contracts (e.g. for lifts, gas equipment, fire andemergency equipment, contract cleaning), stationery, furniture and furnishings, and equipmenthired for one-off events (e.g. marquees). You will need to be an excellent communicator, withfirst class negotiating skills, yet have the charm of a diplomat when you are asking suppliers todeliver the impossible, or there is a late change to requirements.

Regional Manager




Resort Manager

Can also be called: Reservations Manager, Customer Service Manager Customer ServiceRepresentative Manager (CSRM), Resort Agent, Tour Sales Manager,

Salary: £40k per year

Your company is selling a travel and holiday experience. How well that experience matches theexpectation which people have formed from the brochure, their knowledge of the resort and ofyour company, depends largely on the support and services they get from your team of resortrepresentatives. Careful preparation is vital, checking that the transfer, hotel, tour, entertainmentand other arrangements are all in place, passing on details of any special requirements (such as

323

for a ground floor room with facilities for someone in a wheelchair), and liaising over finalnumbers, and names. You will be the local expert, and should know the best places forholidaymakers to drink, eat and visit, and who can help in an emergency - the doctors, chemists,even the police. Complaints should be acted on quickly. A strong, professional relationship withhotel staff, restaurateurs and the other people in contact with your customers will often prove thekey to sorting out problems. You must be a capable administrator and communicator, so thathead office has useful feedback on your resort, can quickly find out what happened should thingsgo wrong, monitor quality and make informed decisions for the future. At regular intervals, you willmake a health and safety inspection of your hotels, checking issues such as fire escape accessand provision for any guests with mobility difficulties. For next season's holidays, you may beasked to check proposed hotels and tour arrangements. You will be responsible for ensuring thatnew members of your team get adequate training to prepare them for the challenges of their job.

Resort or Childrens Representative

Can also be called: Reservations Agent, Customer Service Agent, Customer ServiceRepresentative (CSR), Holiday Representative, Holiday Rep


Once holidaymakers reach their destination, they expect you to make sure everything (even theweather!) comes up to their expectations. You will be at the airport, station or coach terminal togreet them on their arrival, and will need to have sufficient local knowledge to advise them on thebest places to eat, drink and visit. You will also need to be able to answer their questions, sort outany problems or complaints, and help them if there is a difficulty or emergency. Usually, you willaccompany them to their hotel or apartment, assisting with check in and helping to get theirluggage to their rooms. This is the time for a special welcome, to get to know as many people byname as possible, and to put everyone in the right mood to enjoy their holiday. The next daythere is usually a welcome party, where you can tell everyone about the tour and entertainmentpackages on offer, what days and times you will be at their hotel to provide further help, how tocontact you in an emergency, and other domestic details to help their holiday run smoothly. Here,you will give them a taste of what goes on the resort, the places to go, and where to avoid. Youwill also give advice on local customs, banking hours, personal security, shopping, souvenirs,restaurants, bars, discos, and so forth. At the close of the session, there is usually a chance toanswer questions, and sell tickets for local excursions and entertainment. Sometimes you will actas guide for the excursions, and help to arrange the entertainment. Your role may involve settingup and running children’s activities at the resort, and extra care is required to ensure that they aresafe. You have to be ready to deal with an emergency at any time, such as an accident, severeillness or even the arrest of one of your group. Complaints should be acted on quickly. In thequieter moments, you will have various administrative tasks to do, such as preparing for the nextgroup, confirming tour arrangements, and completing reports for head office.

Senior Consultant - Business Travel Agent

Can also be called: Business Travel Agent Supervisor, Senior Business Travel Consultant, TravelCounselor


In a business travel agency you are not dealing with holidays, but rather arranging travel andaccommodation solutions for your business clients. You will also need to be a skilledadministrator, communicator and keyboard operator, as much of your business is done bycomputer and over the telephone. One hundred percent accuracy is demanded, because just onemistake with a detail, date or price can lead to problems and inconvenience. Ticketing regulations

324

are particular complex, and getting the best price for an airline flight or train journey demands aquick grasp of detail and sharp analytical ability to compare options. Having helped your businessclient to make a choice, , you will then enter on the computer the details of who is travelling andexactly what is required, advise of any visa and vaccination requirements, and offer to arrangecar hire, extra business excursions and local currency. Often business travel agents have acontract with the client - an invoice is raised to the client’s account and payment of the account isreceived every month. Travel tickets, hotel vouchers and itinerary will have to be printed out anddispatched to the client before travelling. Should arrangements be changed by the client, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative arrangements.

Senior Manager




Senior Manager in Public Sector

Can also be called: Chief Executive Officer (CEO), Chief Operating Officer (COO), ExecutiveDirector, General Manager


A local authority senior manager will often be responsible for a range of services as well asTourism. These can vary widely as the positioning of Tourism within a Council varies accordingto local priorities. Typically, it may be linked to Economic Development/Regeneration, LeisureServices, Planning, City Centre Management or wider Place Marketing. The Senior Manager willbe responsible for working with Councillors to agree which services should be delivered in-houseand which out-sourced (perhaps to a Tourist Board), for allocating resources to the teams andprojects that he/she manages, for over-seeing performance and for making links with other partsof the Council and external partners. You will be expected to have strong grasp of the area'sgoals as a place and how tourism can contribute to them.

Senior Manager in Tourism Industry

Can also be called: Chief Executive Officer (CEO), Chief Operating Officer (COO), ExecutiveDirector for Tourism, Tourism Senior Manager


As senior manager, you will look after the operational aspects of all the units in your area. Youwill work with managers and senior staff, as well as head office, to ensure that the business runs

325

smoothly, that sales and costs are in line with your budget, and that problems are dealt withpromptly. You will play a key role in the development of new facilities, and will be involved withmenu changes, pricing, special promotions, and events. Health and Safety are crucial areas –you must ensure that every aspect of the operation follows the company's procedures forreducing the risk of incidents. You will recruit managers and their deputies, regularly appraisingtheir performance, and training programmes must keep pace with the needs of the business aswell as each individual.

Senior Resort Representative

Can also be called: Customer Service Supervisor, Customer Service Representative (CSR),Senior Holiday Representative, Senior Resort Agent


Once holidaymakers reach their destination, they expect you to make sure everything (even theweather!) comes up to their expectations. You will be at the airport, station or coach terminal togreet them on their arrival, and will need to have sufficient local knowledge to advise them on thebest places to eat, drink and visit. You will also need to be able to answer their questions, sort outany problems or complaints, and help them if there is a difficulty or emergency. Usually, you willaccompany them to their hotel or apartment, assisting with check in and helping to get theirluggage to their rooms. This is the time for a special welcome, to get to know as many people byname as possible, and to put everyone in the right mood to enjoy their holiday. The next daythere is usually a welcome party, where you can tell everyone about the tour and entertainmentpackages on offer, what days and times you will be at their hotel to provide further help, how tocontact you in an emergency, and other domestic details to help their holiday run smoothly. Here,you will give them a taste of what goes on the resort, the places to go, and where to avoid. Youwill also give advice on local customs, banking hours, personal security, shopping, souvenirs,restaurants, bars, discos, and so forth. At the close of the session, there is usually a chance toanswer questions, and sell tickets for local excursions and entertainment. Sometimes you will actas guide for the excursions, and you have to be ready to deal with an emergency at any time,such as an accident, severe illness or even the arrest of one of your group. Complaints should beacted on quickly. In the quieter moments, you will have various administrative tasks to do, suchas preparing for the next group, confirming tour arrangements, and completing reports for headoffice.

Senior Tour Operator

Can also be called: Docent, Tour Guide, Museum Guide, Discovery Guide, Historical Interpreter,Guide, Interpreter, Science Interpreter, Museum Docent, Museum Educator


Moving parties of customers around the world, in and out of hotels, and on planes, trains andcoaches, is a complex business. You are one of the links that keep the operation runningsmoothly, even if there is a last minute hitch, such as a political development or naturalcatastrophe that requires urgent changes to the itinerary or contractual arrangements. Ascontracts are negotiated by the contracts managers, you will initiate the follow up, arranging thesignatures of appropriate company executives and advising the finance department and tour co-ordinators on the agreed terms and availability (including dates and numbers of seats/beds/roomsrequired). You will monitor the level of bookings for each holiday or tour, and update the varioushotels and transport operators on numbers, names and any special requirements (e.g. apassenger who requires a wheelchair). Sometimes it will be necessary to cancel or merge tours,in which case, all those affected including the travel agents and customers must be speedily

326

informed, offered alternatives and perhaps offered compensation. You will need to be anexcellent administrator and communicator, and keep a cool head in the face of pressure andproblems. You will have an important input when the plans for the next season are discussed,and contracts renegotiated, giving your assessment of how well arrangements have workedpreviously. Hoteliers, transport providers and other contractors will want to know from you howthey have done, and discuss where improvements or modifications could be made. Besides theinformation you have gathered directly from discussions with contractors, you will report on thefeedback from customer questionnaires, follow-up letters (compliments as well as complaints),and resort representative reports. You may have the opportunity to research and design newholiday ideas with the help of contract managers. Once plans have been agreed, and the newholiday and tour brochures are in production, you will play a key role in ensuring there are noerrors, particularly in relation to prices and dates, descriptions of hotels and resorts, and thebackground information on the destinations. Some of the details will have to be reconfirmed andchecked at this stage with hotels, area resort managers and tourist information centres.

Senior Tourism Officer

Can also be called: Tourism Services Manager


Based within the tourism department of a local authority, a Senior Tourism Officer will activelysupport the Tourism Manager in achieving the local Tourism Strategy. As a Tourism Officer, youmay be involved in the development and training activities required by the businesses in yourarea. This might mean help with their own marketing campaigns, improving customer servicethrough training packages, or implementing loyalty schemes throughout several businesses suchas restaurants, pubs, coffee shops, hotels and visitor attractions. Designing and implementingresearch, promotional and marketing campaigns will be a key element of your role, and you willliaise with other interested parties including the relevant tourist board, major providers of touristattractions, transport and accommodation, and the tour operators and travel agents who bringvisitors to the area.

Senior Tour Operator



Moving parties of customers around the world, in and out of hotels, and on planes, trains andcoaches, is a complex business. You are one of the links that keep the operation runningsmoothly, even if there is a last minute hitch, such as a political development or naturalcatastrophe that requires urgent changes to the itinerary or contractual arrangements. Ascontracts are negotiated by the contracts managers, you will initiate the follow up, arranging thesignatures of appropriate company executives and advising the finance department and tour co-ordinators on the agreed terms and availability (including dates and numbers ofseats/beds/rooms required). You will monitor the level of bookings for each holiday or tour, andupdate the various hotels and transport operators on numbers, names and any specialrequirements (e.g. a passenger who requires a wheelchair). Sometimes it will be necessary tocancel or merge tours, in which case, all those affected including the travel agents andcustomers must be speedily informed, offered alternatives and perhaps offered compensation.You will need to be an excellent administrator and communicator, and keep a cool head in theface of pressure and problems. You will have an important input when the plans for the nextseason are discussed, and contracts renegotiated, giving your assessment of how well

327

arrangements have worked previously. Hoteliers, transport providers and other contractors willwant to know from you how they have done, and discuss where improvements or modificationscould be made. Besides the information you have gathered directly from discussions withcontractors, you will report on the feedback from customer questionnaires, follow-up letters(compliments as well as complaints), and resort representative reports. You may have theopportunity to research and design new holiday ideas with the help of contract managers. Onceplans have been agreed, and the new holiday and tour brochures are in production, you will playa key role in ensuring there are no errors, particularly in relation to prices and dates, descriptionsof hotels and resorts, and the background information on the destinations. Some of the detailswill have to be reconfirmed and checked at this stage with hotels, area resort managers andtourist information centres.

Supervisor Call Centre

Can also be called: Travel Agent Supervisor, Senior Travel Consultant, Travel Counselor,


As a supervisor, you should be able to match holidays or travel options to whatever the customerrequires and can afford. With holidays, you are selling a dream: building up the customer'senthusiasm and tempting him or her with the thought of relaxation, interesting activities, unusualsites etc. You will also need to be a skilled administrator, communicator and keyboard operator,as much of the business is done by computer and over the telephone. One hundred percentaccuracy is demanded, because just one mistake with a detail, date or price can lead to problemsand inconvenience. Ticketing regulations are particular complex, and getting the best price for anairline flight or train journey demands a quick grasp of detail and sharp analytical ability tocompare options. After helping the customer to make a choice, you will then enter on thecomputer the details of who is travelling and exactly what is required, advise of any visa andvaccination requirements, offer to arrange car hire, extra excursions, traveller's cheques andholiday insurance, check the passport, and then obtain a deposit or full payment. Travel tickets,hotel vouchers and itinerary have to be printed out if the person is travelling in a few days, forexample on a late availability holiday. Otherwise, you will explain the process for making finalpayment and despatch of the tickets. Should arrangements be changed by the customer, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative offers.

Tourism Assistant

Can also be called: Tourism Services Officer


This role provides office support to the rest of the team. Some of this will be administrative, butyou will also provide technical support such as website updates, preparing brochure content,dealing with customer contact management or performance analysis.

Tourist Board Tourism Manager

Can also be called: Tourism Marketing Manager, Business Development Manager, MarketingCoordinator, Tourist Board Skills Development Manager, Tourism Development Manager,Commercial Marketing Specialist, Tourism Training Manager


328

As a Tourism Manager, you will be based with a national, regional or local tourist board, you takea lead role in promoting your geographical area of responsibility by helping to improve thefacilities and attractions of the area, accommodation stock, marketing, training, business supportand skills development available to the sector. You may have specific responsibility for aparticular area such as quality, business and skills development or marketing. A lot of carefulplanning and thought goes into creating effective promotional campaigns funding and budgets. Ifyou are marketing focussed, you have to decide (with other senior officers) what the keymarketing and brand messages are, who they should be aimed at, and how they can becommunicated. Some of the most effective strategies are carefully targeted at particularsegments of the market, genealogy of families for example, or those who have retired. You willinitiate market research to collect this information, getting the views of a wide range of tourismprofessionals, accommodation suppliers, transport companies, travel agents and tour operators.The focus can then shift to the communication campaign, when you will liaise with advertisingagents, designers, photographers and printers, and help write copy for brochures, newslettersand posters. Much of your time will be spent in face-to-face presentations, encouraging leadingtour operators to add your area to their portfolio, briefing and entertaining travel writers, andattending travel trade shows and media events. Travel agents, tour operators, group andconference organisers will also approach you for advice and help in arranging programmes fortheir clients. If your focus is quality or skills and business development, you will be responsiblefor liaising with employers and quality assurance organisations to promote best practice andincrease the take up of quality marques in your area. You may also be involved in thedevelopment of training activities required by the businesses in your area and will need to liaisewith local learning providers and careers and support agencies. This might mean developinginitiatives to help businesses with their own marketing campaigns, improving customer servicethrough training packages, or implementing a loyalty scheme amongst several businesses suchas restaurants, pubs, coffee shops, hotels and visitor attractions.

Tourism Director

Can also be called: Director for Tourism, Head of Tourism and Leisure Services


The term Tourist Board normally refers to a not-for-profit company - funded by public sectorgrants, membership and trading income - that is responsible for marketing and developing anarea for tourism. The area it covers may just be a major town or city, but is more typically acounty or region. The Director is responsible for every aspect of the company's management andactivity. He / she will report to a Board comprising of key public and private sectorrepresentatives such as the regional development agency, local authorities, hoteliers andattraction operators. The Tourist Board will be responsible for achieving business for itsmembers through promotional work but may also have contracts with partners to deliver servicessuch as visitor information, research, quality assurance, skills development and area tourismplanning. As the most senior face of tourism in an area you will operate at a high strategic leveland will be expected to be able to influence other decision makers.

Tourism Executive

Can also be called: Tourism Services Officer, Tourist Board Officer, Tourist Board Executive


As a Tourism Executive, you could work in a number of different departments (such as quality,skills, marketing or business development) within a national, regional or local tourist board. Some

329

Tourism Executives specialise in helping to promote or improve the facilities and attractions ofthe area, and a lot of careful planning and thought goes into effective promotional campaigns.You will carry out market research to collect this information, and get the views of a wide rangeof tourism professionals, accommodation suppliers, transport companies, travel agents and touroperators. Later, you will liaise with advertising agents, designers, photographers and printers,and help write copy for brochures, newsletters and posters. Much of your time will be spent inface-to-face presentations, encouraging leading tour operators to add your area to their portfolio,briefing and entertaining travel writers, and attending travel trade shows and media events.Travel agents, tour operators, and group and conference organisers will also approach you foradvice and help in arranging programmes for their clients. Tourism Executives might also work inthe Tourism Skills or Business Development departments within the Tourist Board, which willrequire working with employers in the sector to identify skills or business needs. You will thenbroker relevant training or business support solutions, develop relationships with local collegesand agencies (such as BusinessLinks), and identify suitable training and funding sources. ATourism Executive working on the development agenda will also work with partners to highlightbest practice in skills and business development, and set up local initiatives to encouragetraining or take up of quality assurance schemes, enhancing customer confidence.

Tourism Information Centre Manager

Can also be called: Tourism Centre Manager, Senior Tourism Information Officer,


You will assist in the running one of the large tourist information centres (TICs), or manage oneof the smaller centres in your area of the country. This is a hands-on role, and involves collectingand giving information on activities that might be appealing to visitors to the area, and where theycan stay. You will also provide information on areas such as bus and train services, car hire,leisure facilities, theatres, cinemas and costs and opening times of tourist attractions. Asmanager, you must see that the centre is well stocked with brochures and leaflets from tourismproviders and attractions, items to sell such as postcards and maps, that the window display isattractive, and that the office and staff are tidy and welcoming. The bed booking service is amajor facility, and your office acts as an agent between the visitor and accommodation provider.Bookings can only be made with tourist board inspected establishments – ensuring that quality isguaranteed, and that you can take effective action if there is a complaint or problem. Your skillswill be tested at busy times, for example if there is a shortage of accommodation, or a queue ofpeople wanting help. You may have to pacify people who become angry or abusive, and useyour language skills to communicate with non-English speaking visitors. If the TIC has its ownwebsite, as many now do, you may also be involved in updating that, as well as ensuring thatemail enquiries are answered promptly. Staff training and development is another key activity.You will encourage and help your staff to gain qualifications, and when time allows,familiarisation visits and excursions will help them to gain first-hand knowledge to answercustomer questions. You also have regular meetings with officers (including your manager) in thelocal authority's tourism services department. This is an opportunity to recommend ways in whichthe information service can be improved, and to hear about the latest developments at regionaland national level. You may be asked to represent the area at travel trade events, or help toentertain and brief travel writers, and make arrangements for them to sample the area's facilitiesand attractions.

Tourism Information Centre Supervisor

Can also be called: Tourism Center Supervisor, Senior Tourism Information Officer, SeniorTourism Assistant, Assistant Tourism Information Centre Manager

330


You will assist in the running one of the large tourist information centres (TICs), or manage oneof the smaller centres in your area of the country. This is a hands-on role, and involves collectingand giving information on activities that might be appealing to visitors to the area, and where theycan stay. You will also provide information on areas such as bus and train services, car hire,leisure facilities, theatres, cinemas and costs and opening times of tourist attractions. Asmanager, you must see that the centre is well stocked with brochures and leaflets from tourismproviders and attractions, items to sell such as postcards and maps, that the window display isattractive, and that the office and staff are tidy and welcoming. The bed booking service is amajor facility, and your office acts as an agent between the visitor and accommodation provider.Bookings can only be made with tourist board inspected establishments – ensuring that quality isguaranteed, and that you can take effective action if there is a complaint or problem. Your skillswill be tested at busy times, for example if there is a shortage of accommodation, or a queue ofpeople wanting help. You may have to pacify people who become angry or abusive, and useyour language skills to communicate with non-English speaking visitors. If the TIC has its ownwebsite, as many now do, you may also be involved in updating that, as well as ensuring thatemail enquiries are answered promptly. Staff training and development is another key activity.You will encourage and help your staff to gain qualifications, and when time allows,familiarisation visits and excursions will help them to gain first-hand knowledge to answercustomer questions. You also have regular meetings with officers (including your manager) in thelocal authority's tourism services department. This is an opportunity to recommend ways in whichthe information service can be improved, and to hear about the latest developments at regionaland national level. You may be asked to represent the area at travel trade events, or help toentertain and brief travel writers, and make arrangements for them to sample the area's facilitiesand attractions.

Tourism Information Officer

Can also be called: Tourism Officer, Tourism Information Officer, Tourism Assistant


Tourist information centres (TICs for short) form the hub of the network at local and regionallevel. Located in the towns and cities where visitors are likely to stop, and sometimes on majorroutes, the centres provide information on what there is to do and see in the area, where to stayand eat, and transport connections. Besides stocking a wide range of brochures, leaflets andother advertising material from hotels, tourist attractions, shops, restaurants and leisure facilities,the centres sell maps, books, postcards and souvenirs. Some also have a bureau de change,where tourists can change foreign currency into British money. Many questions can be answeredwith literature, others from your knowledge of the area, and the remainder with a phone call tothe hotel or tourist attraction. You will also give information to people who telephone or write tothe centre (increasing use is also being made of email). One major facility is the accommodationbooking service. You and the other centre staff will make bookings on behalf of visitors for localhotels, guest houses and bed and breakfasts. The booking is often confirmed with a 10% depositon the first night's charge for bed and breakfast, and the TIC keeps this, to offset operating costs.The accommodation provider collects the balance of the charge in the usual way from the guest.During the quieter times of the year, you get opportunities to visit some of the attractions in thearea, so that you can speak from first-hand experience. You may also be asked to help withmailshots, and the distribution of the new season's brochures to enquirers and the travel trade.The TIC will usually have a stand at local travel events, and you may get the opportunity torepresent your area at a regional or national event, working alongside colleagues from the localauthority and tourist board.

331

Tourism Officer

Can also be called: Tourism Service Executive


In this role, you will implement the work outlined by senior officers. There will be some projectand account management responsibility, and the level of this will often be determined by the sizeand scope of the team. Officers at this level will have day to day dealings with local tourismbusinesses, the suppliers of goods and services, and perhaps operators who bring people to thearea.

Tourist Board Tourism Manager

Can also be called: Tourism Marketing Manager, Business Development Manager, MarketingCoordinator, Tourist Board Skills Development Manager, Tourism Development Manager,Commercial Marketing Specialist, Tourism Training Manager


As a Tourism Manager, you will be based with a national, regional or local tourist board, you takea lead role in promoting your geographical area of responsibility by helping to improve thefacilities and attractions of the area, accommodation stock, marketing, training, business supportand skills development available to the sector. You may have specific responsibility for aparticular area such as quality, business and skills development or marketing. A lot of carefulplanning and thought goes into creating effective promotional campaigns funding and budgets. Ifyou are marketing focussed, you have to decide (with other senior officers) what the keymarketing and brand messages are, who they should be aimed at, and how they can becommunicated. Some of the most effective strategies are carefully targeted at particularsegments of the market, genealogy of families for example, or those who have retired. You willinitiate market research to collect this information, getting the views of a wide range of tourismprofessionals, accommodation suppliers, transport companies, travel agents and tour operators.The focus can then shift to the communication campaign, when you will liaise with advertisingagents, designers, photographers and printers, and help write copy for brochures, newslettersand posters. Much of your time will be spent in face-to-face presentations, encouraging leadingtour operators to add your area to their portfolio, briefing and entertaining travel writers, andattending travel trade shows and media events. Travel agents, tour operators, group andconference organisers will also approach you for advice and help in arranging programmes fortheir clients. If your focus is quality or skills and business development, you will be responsible forliaising with employers and quality assurance organisations to promote best practice andincrease the take up of quality marques in your area. You may also be involved in thedevelopment of training activities required by the businesses in your area and will need to liaisewith local learning providers and careers and support agencies. This might mean developinginitiatives to help businesses with their own marketing campaigns, improving customer servicethrough training packages, or implementing a loyalty scheme amongst several businesses suchas restaurants, pubs, coffee shops, hotels and visitor attractions.

Tour Manager

Can also be called: Tour Guide, Head of Guiding, Discovery Guide, Historical Interpreter, GuideManager, Interpreter, Science Interpreter


332

A Tour Manager is both an escort and a guide, and is responsible for the co-ordination of theentire guest experience. As Tour Manager, you will often work for an incoming tour operator,escorting either UK or overseas visitors round the country from their point of arrival to point ofdeparture. You will remain with the group for the entirety of their holiday, and must ensure thattheir visit runs smoothly – for example, you might call the hotel to make sure all of the roombookings are accurate, arrange early morning wake up calls for guests and make sure theitinerary goes to plan.. You may buy in the services of a Green or Blue Badge tour guide (yourrole involves less actual guiding) but you must also be able to guide if needed. You will also dealwith customer issues and satisfaction - the guests must feel that they have had a personal touch- and liaise with head office to make sure all aspects of health and safety are taken care of. Youmust display effective time management, communication and prioritising skills and be able towork on your own initiative.

Tour Operations Manager

Can also be called: Operations Manager, Director of Operations, Client Services Manager, TourContracts Director


Once the components of a holiday have been put together (travel, accommodation, tours, mealsand any special extras, such as visits to the opera or theatre) you will act as the link person,negotiating with the hotelier or apartment owners over what accommodation is set aside, when,and at what price, before the season starts. You may also be dealing with coach operators, taxifirms, airlines, shipping agents, train operators, restaurants, and, for holidays abroad, local touroperators providing the excursions. An excellent grasp of detail and clear head for figures areessential, combined with a shrewd negotiating ability. You want to get the best price, for a clearlydefined range of services, yet give your company as much flexibility as possible should thedemand from customers fall below expectations. A sense of humour helps, especially when thetalking gets tough, or if there have been problems and you are trying to win people back on side.Extensive travel is involved, reflecting the range of destinations the tour operator deals with.While this may seem glamorous and interesting, the schedule can be very demanding and thereis little time for relaxation, even to overcome jetlag. Back at the office, much of your time will bespent checking that arrangements are running smoothly, sorting out any problems, and seeing tothe administration of contracts. You will also help with developing and planning new holidays andbusiness tours, based on customer and supplier feedback and your knowledge of the market, aswell as any political and economic developments in the destinations.

Tour Operator



Moving parties of customers around the world, in and out of hotels, and on planes, trains andcoaches, is a complex business. You are one of the links that keep the operation runningsmoothly, even if there is a last minute hitch, such as a political development or naturalcatastrophe that requires urgent changes to the itinerary or contractual arrangements. Ascontracts are negotiated by the contracts managers, you will initiate the follow up, arranging thesignatures of appropriate company executives and advising the finance department and tour co-ordinators on the agreed terms and availability (including dates and numbers of

333

seats/beds/rooms required). You will monitor the level of bookings for each holiday or tour, andupdate the various hotels and transport operators on numbers, names and any specialrequirements (e.g. a passenger who requires a wheelchair). Sometimes it will be necessary tocancel or merge tours, in which case, all those affected including the travel agents andcustomers must be speedily informed, offered alternatives and perhaps offered compensation.You will need to be an excellent administrator and communicator, and keep a cool head in theface of pressure and problems. You will have an important input when the plans for the nextseason are discussed, and contracts renegotiated, giving your assessment of how wellarrangements have worked previously. Hoteliers, transport providers and other contractors willwant to know from you how they have done, and discuss where improvements or modificationscould be made. Besides the information you have gathered directly from discussions withcontractors, you will report on the feedback from customer questionnaires, follow-up letters(compliments as well as complaints), and resort representative reports. You may have theopportunity to research and design new holiday ideas with the help of contract managers. Onceplans have been agreed, and the new holiday and tour brochures are in production, you will playa key role in ensuring there are no errors, particularly in relation to prices and dates, descriptionsof hotels and resorts, and the background information on the destinations. Some of the detailswill have to be reconfirmed and checked at this stage with hotels, area resort managers andtourist information centres.

Travel Consultant Call Centre


As a consultant, you should be able to match holidays or travel options to whatever the customerrequires and can afford. With holidays, you are selling a dream: building up the customer'senthusiasm and tempting him or her with the thought of relaxation, interesting activities, unusualsites etc. You will also need to be a skilled administrator, communicator and keyboard operator,as much of the business is done by computer and over the telephone. One hundred percentaccuracy is demanded, because just one mistake with a detail, date or price can lead to problemsand inconvenience. Ticketing regulations are particular complex, and getting the best price for anairline flight or train journey demands a quick grasp of detail and sharp analytical ability tocompare options. After helping the customer to make a choice, you will then enter on thecomputer the details of who is travelling and exactly what is required, advise of any visa andvaccination requirements, offer to arrange car hire, extra excursions, traveller's cheques andholiday insurance, check the passport, and then obtain a deposit or full payment. Travel tickets,hotel vouchers and itinerary have to be printed out if the person is travelling in a few days, forexample on a late availability holiday. Otherwise, you will explain the process for making finalpayment and despatch of the tickets. Should arrangements be changed by the customer, airlineor tour operator, or if there is a complaint, you will need to communicate the details and possiblydeal with refunds or alternative offers.

8.11 Case studies

Job role case studies


Events ManagerSource: www.connexions-direct.com

334




Tour ManagerSource: www.connexions-direct.comhttp://www.connexions-direct.com/jobs4u/index.cfm?pid=77&catalogueContentID=2462&parent=423

Company case studies

Bales WorldwiseSector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

Co-Operative Travel GroupSector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

Knock TravelSector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

STA TravelSector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

Thomas CookSector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

TUISector: Travel & tourismhttp://www.people1st.co.uk/research/case-studies

8.12 FAQs

Q: What’s the pay like in the sector?A: The pay structure is a little different from other jobs in the hospitality, leisure, travel & tourismsector. At a lot of travel agencies, if you’re working as a travel agent, you could expect to receivea salary approaching about £20k. However, many travel agents work on a commission basis sothe better you are at your job (ie the more holidays etc you sell) the more money you earn.

Q: What long term prospects are there in the travel industry career-wise?

335

A: Most larger organisations in the travel industry have a clearly defined career path set out foremployees. Generally you would probably start as a junior travel consultant, working your wayup to a fully fledged consultant. Following that there may be scope to become a branch managerwith additional promotions available to regional or even national level for the particularly talented.

Q: What skills would set me apart from other candidates looking for work in this industry?A: One of the major things which employers look for from job applicants is a real interest intravel. Often this is a prerequisite for the job with some travel agencies only taking on staff whohave visited several continents. Many people these days take time out to go traveling around theworld; if this is something you’ve done then it may be to your advantage in applying to work inthe travel industry.

Q: Are there any other benefits to working in the travel industry?A: It’s common for staff of travel agencies to get particularly good deals on flights and holidays.‘Familiarisation trips’ are also common; this is where staff might be sent to new resorts oremerging tourist destinations to see exactly what they’re like first hand.




ABTAThe national trade association for travelhttp://www.abta.com/home



336

8.14 Travel & tourist services regional information

8.14.1 Travel & tourist services East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


• There are approximately 6,300 people working in the travel and tourism services sector in thisregion• The majority are female and work on a full time basis



16-19 3%

20-24 21%

25-29 22%

30-34 10%

35-39 4%

40-44 10%

45-49 13%

50-54 12%

55-59 0%

60-64 4%

65-69 0%

70+ 0%




NVQ Level 4 26%

NVQ Level 3 19%

NVQ Level 2 32%






White 94%



337



Occupation East Midlands

Travel agency managers 500

Travel agents 1,500

Travel & tour guides 400(Source: Labour Force Survey 2009)





change

2008 2013 2017 2008-2017




• Skill shortages


Proportion of employers with vacancies: 14%Proportion of employers with vacancies they’re finding difficult to fill: 5%Proportion of employers with vacancies they can’t find people with the right skills for: 3%

338

Proportion of current workforce not fully proficient in their jobs: 13%



339

8.14.2 Travel & tourist services East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 2%

20-24 10%

25-29 20%

30-34 6%

35-39 15%

40-44 9%

45-49 12%

50-54 7%

55-59 10%

60-64 0%

65-69 5%

70+ 0%




NVQ Level 4 10%

NVQ Level 3 29%

NVQ Level 2 33%






White 97%



340



Eastern

Travel agents 4,900






change

2008 2013 2017 2008-2017


Personal Service Occupations

Including:Travel agentsTravel and tour guides 119,500 133,000 145,800 22%


• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Customer handling skills

341

2. Team working skills3. Technical, practical or job-specific skills4. Problem solving skills5. Oral communication skills


342

8.14.3 Travel & tourist services LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 16,000 people working in the travel and tourism services sector in thisregion• The majority are female and work on a full time basis)



16-19 0%

20-24 3%

25-29 10%

30-34 24%

35-39 14%

40-44 13%

45-49 2%

50-54 17%

55-59 11%

60-64 6%

65-69 1%

70+ 0%




NVQ Level 4 55%

NVQ Level 3 11%

NVQ Level 2 17%






White 70%



343



London


Travel agents 6,700






change

2008 2013 2017 2008-2017




• Skill shortages



344



345

8.14.4 Travel & tourist services North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 5,700 working in the travel and tourism services sector in this region• The majority are female and work on a full time basis



16-19 0%

20-24 10%

25-29 19%

30-34 23%

35-39 16%

40-44 6%

45-49 3%

50-54 11%

55-59 8%

60-64 5%

65-69 0%

70+ 0%




NVQ Level 4 3%

NVQ Level 3 52%

NVQ Level 2 29%






The figures show the proportional change in employment between 2008 and 2017. It should benoted that this only shows the change in total employment. There will also be a great demand

346

for new workers to replace those people who have either changed jobs or left the industryaltogether.


change

2008 2013 2017 2008-2017


Including:Travel agency managers 597,000 624,300 659,500 9%



• Skill shortages





347

8.14.5 Travel & tourist services North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 3%

20-24 18%

25-29 16%

30-34 18%

35-39 8%

40-44 10%

45-49 8%

50-54 8%

55-59 9%

60-64 3%

65-69 0%

70+ 0%




NVQ Level 4 31%

NVQ Level 3 29%

NVQ Level 2 28%





Percentage

White 96%

BME (Black and Minority Ethnic) 4%


348




Travel agents 5,700






change

2008 2013 2017 2008-2017





• Skill shortages



The five most common things which employers have difficulty finding in job applicants are:1. Technical, practical or job-specific skills

349

2. Team working skills3. Management skills4. Problem solving skills5. Customer handling skills


350

8.14.6 Travel & tourist services South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 6%

20-24 8%

25-29 12%

30-34 32%

35-39 15%

40-44 2%

45-49 7%

50-54 8%

55-59 4%

60-64 2%

65-69 2%

70+ 2%




NVQ Level 4 36%

NVQ Level 3 16%

NVQ Level 2 32%






White 91%



351



South East


Travel agents 7,600






change

2008 2013 2017 2008-2017





• Skill shortages




352

1. Technical, practical or job-specific skills2. Customer handling skills3. Oral communication skills4. Team working skills5. Problem solving skills


353

8.14.7 Travel & tourist services South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 6%

20-24 13%

25-29 11%

30-34 3%

35-39 15%

40-44 15%

45-49 7%

50-54 0%

55-59 18%

60-64 14%

65-69 1%

70+ 0%




NVQ Level 4 43%

NVQ Level 3 28%

NVQ Level 2 13%






354

South West

Travel agents 2,700






change

2008 2013 2017 2008-2017





• Skill shortages





355

8.14.8 Travel & tourist services West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 6,800 people working in the travel and tourism services sector in thisregion• The majority are female and work on a full time basis)



16-19 4%

20-24 24%

25-29 12%

30-34 14%

35-39 13%

40-44 10%

45-49 4%

50-54 0%

55-59 12%

60-64 0%

65-69 4%

70+ 1%




NVQ Level 4 29%

NVQ Level 3 32%

NVQ Level 2 23%





Percentage

White 91%

BME (Black and Minority Ethnic) 9%


356





change

2008 2013 2017 2008-2017





• Skill shortages





357

8.14.9 Travel & tourist services Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 7,200 working in the travel and tourism services sector in this region• The majority are female and work on a full time basis)



16-19 5%

20-24 19%

25-29 23%

30-34 13%

35-39 12%

40-44 0%

45-49 0%

50-54 14%

55-59 8%

60-64 0%

65-69 8%

70+ 0%




NVQ Level 4 26%

NVQ Level 3 33%

NVQ Level 2 32%






358



change

2008 2013 2017 2008-2017


Including:Travel agency managers 597,000 624,300 659,500 9%



• Skill shortages





359

9. Visitor attractions


Defining what constitutes a visitor attraction is difficult. The things which would commonly bethought of as ‘visitor attractions’ fall under a number of different Sector Skills Councils althoughmany of the jobs, skills and entry requirements remain the same. For People1st the followingsectors fall within the visitor attractions industry:

Fairground Attractions (including theme parks) Piers Historic Railways Other City Attractions – including Madame Tussaud’s and the London Eye for example


There are a variety of jobs in the visitor attractions industry ranging from catering based rolessuch as kitchen assistant or chef through to roles which are more unique to this industry such asoccupations related to the organisation and administration of theme park activities like ticket officeclerk.









360



CashierCan also be called: Front Supervisor, Guest Services Assistant, Guest Services Attendant,Customer Care Attendant, Retail AssistantSalary: £15-17k per year



Food & Beverage ManagerCan also be called: Restaurant Manager, Food Service Manager, Food Service Director,Banquet Manager, Restaurant General Manager, Catering Manager, Director of Food andBeverage, Kitchen Manager, Dining Room Manager, Pub & Restaurant ManagerSalary: £18-35k per year




Head ChefCan also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, ExecutiveChef, Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager,Restaurant Manager, Supervisor of Food and Nutrition Services, Cafeteria ManagerSalary: £20-45k per year

Head Housekeeper

361

Can also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner,Director of Conference Services, Conference Manager, Conference Planning Manager, EventsManager, Catering and Convention Services Coordinator, Catering and Convention ServicesManagerSalary: £16-27k per year








Leisure Services Operations ManagerCan also be called: Guest Services Manager, Park Operations Manager, Head of Amusementsand Leisure Activities, Senior Operations ManagerSalary: £24-30k per year

Leisure Services Operations SupervisorCan also be called: Guest Services Supervisor, Park Operations Supervisor, Senior ParkOperator, Deputy Leisure Services Operation ManagerSalary: £26-24k per year

362

Leisure Services Team MemberCan also be called: Guest Services Assistant, Rides and Activities Operators, Actor, Actresses,Photographers, EntertainerSalary: £12-18k per year







Retail Store AssistantCan also be called: Shop Supervisor, Gift Shop Supervisor, Souvenir Outlet Supervisor, AssitantRetail Manager, CashierSalary: £12-16k per year

Retail Store ManagerCan also be called: Shop Manager, Gift Shop Manager, Souvenir Outlet Manager, RetailManagerSalary: £16-20k per year

Retail Store MerchandiserCan also be called: Retail Assistant, Retail Display Specialist, Shop Display SpecialistSalary: £12-16k per year

Retail Store SupervisorCan also be called: Shop Manager, Gift Shop Manager, Souvenir Outlet Manager, RetailSupervisor, Retail ManagerSalary: £14-18k per year

363




Ticket Office AssistantCan also be called: Ticket Sales Agent, Box Office Assistant, ReceptionistSalary: £12-16k per year

Ticket Office SupervisorCan also be called: Box Office Manager, Reception Manager, Head of Ticket SalesSalary: £14-18k per year




The majority of ‘entry level’ jobs in the visitor attractions industry do not have any formal entryrequirements. Some previous experience is always an advantage but, more generally,employers prefer individuals with good communication and team working skills.





364

9.5 Qualifications

There are many different qualifications relevant to the various occupations in the visitorattractions industry.







































365






















• There are approximately 8,200 people working in the visitor attractions industry throughout theUK• 62 percent work on a full time basis, whilst 38 percent work part time• There are a greater number of women working in the sector (55 percent) than men (45percent)



16-19 22%

20-24 18%

25-29 11%

30-34 2%

35-39 10%

40-44 2%

45-49 7%

50-54 7%

55-59 11%

60-64 5%

65-69 1%

70+ 1%


366



NVQ Level 4 18%

NVQ Level 3 26%

NVQ Level 2 32%






White 96%





United Kingdom







Bar staff 197,800

Leisure & theme park attendants 21,100(Source: Labour Force Survey 2009)



367



change

2008 2013 2017 2008-2017


Including:Conference & exhibition managersRestaurant & catering managersPublicans & managers of licensed premises 597,000 624,300 659,500 9%



Including:Kitchen and catering assistantsWaiting staffBar staffLeisure & theme park attendants 775,300 839,600 853,600 10%


9.7 Skill shortages







368





9.10 Job profiles




In this role, you will assist the Bar Manager, and may be part of a larger hospitality managementteam This is a hands-on role, and you will spend a lot of time greeting and serving customers atthe bar, along with monitoring the seated areas. In addition to this, you will be responsible for anumber of tasks to keep the bar running smoothly – for example, the dispense lines between thecellar and the taps on the bar will need to be cleaned regularly, stocks (beer bottles etc.) must berotated, so that old is used before new, and careful temperature control is very important tomaintaining the quality of beer, lager and wine. Cask conditioned beer must remain in the cellarfor a few days before it is ready to drink, allowing fermentation to finish and the sediment to settleat the bottom of the cask, You will need to vent the cask to release carbon dioxide during thefinal fermentation, and tap it - a process which requires skill and practice. Other routine tasksinclude stock taking, ordering stock, accepting and checking deliveries, tidying and cleaning thecellar, and issuing stocks to bars. You will also be in charge of returning empty casks and kegs,carbon dioxide cylinders, bottles, crates and any other items which are recycled or reused.During service you will supervise the bar area, ensuring that tables are cleared of any emptyglasses, dirty ashtrays or general rubbish. Mingling with the customers will help you to keep aclose eye on what is going on, and if you spot any early signs of trouble or misbehaviour, tactful,firm action can help to diffuse the situation. You will also supervise the bar staff, ensuring thatservice runs smoothly with shelves and chilled cabinets re-stocked, beer barrels changedquickly, bar counters kept tidy, and sufficient change in the tills. You will need to make sure thatcustomers are being served as quickly as possible, given the correct food and drink, and thecorrect change. At busy times, waiting customers should be promptly acknowledged, then servedin order of arrival at the bar. You will also be involved with other specific tasks such as healthand safety checks, getting prices from suppliers, and preparing sales reports and budgets.


369







As Assistant Head Housekeeper, you have, along with the Head Housekeeper, responsibility forthe cleaning of the whole premises. This is a hands-on role, demanding high standards. You -along with your team of supervisors and staff - may have to look after miles of corridors, severalhundred rooms, and thousands of windows, as well as lifts, staircases, and perhaps escalators.Your responsibilities will include collecting linen and laundry, organising cleaning materials,supervising the domestic staff, and seeing that meeting/conference rooms are set up correctly.You may also need to add the finishing touches, such as flower arrangements, sufficientashtrays (if smoking is allowed), pens and paper, glasses, bottled water, etc. You will need to bea strong leader, and motivate your staff to deliver consistently high standards of cleanliness. Youwill also need to deputise for the Head Housekeeper where appropriate and liase with otherdepartments. You will need to have detailed knowledge of a wide range of industrial cleaningmethods and equipment, and excellent organisational skills to achieve this within the requiredbudgetary constraints. Your business may contract out certain aspects of the cleaning process,which requires your familiarity with the tendering process and some experience of managingcontractors. You will need to be an effective communicator, bringing the same professionalism toyour dealings with management, colleagues and guests alike, and the nature of your workmeans you are likely to have close contact with customers.

Bar Manager



In this role, you will assist the Senior Manager or executive management team, with specificresponsibility for the bars (as opposed to the restaurant or kitchen). Often, the Bar Manager ispart of a larger hospitality management team This is a hands-on role, and you will spend a lot oftime greeting and serving customers at the bar, along with monitoring the seated areas. Inaddition to this, you will be responsible for a number of tasks to keep the bar running smoothly –for example, the dispense lines between the cellar and the taps on the bar will need to be cleanedregularly, stocks (beer bottles etc.) must be rotated, so that old is used before new, and careful

370

temperature control is very important to maintaining the quality of beer, lager and wine. Caskconditioned beer must remain in the cellar for a few days before it is ready to drink, allowingfermentation to finish and the sediment to settle at the bottom of the cask, You will need to ventthe cask to release carbon dioxide during the final fermentation, and tap it - a process whichrequires skill and practice. Other routine tasks include stock taking, ordering stock, accepting andchecking deliveries, tidying and cleaning the cellar, and issuing stocks to bars. You will also be incharge of returning empty casks and kegs, carbon dioxide cylinders, bottles, crates and any otheritems which are recycled or reused. During service you will supervise the bar area, ensuring thattables are cleared of any empty glasses, dirty ashtrays or general rubbish. Mingling with thecustomers will help you to keep a close eye on what is going on, and if you spot any early signsof trouble or misbehaviour, tactful, firm action can help to diffuse the situation. Your bar staff willalso need support in ensuring that service runs smoothly with shelves and chilled cabinets re-stocked, beer barrels changed quickly, bar counters kept tidy, and sufficient change in the tills. Atbusy times, waiting customers should be promptly acknowledged, then served in order of arrivalat the bar. Along with the general running of the bar, you may have a specific area ofresponsibility (for example, organising quiz nights) or be put in charge of a special project, suchas developing ways to attract families to your business. You may also be responsible forrecruiting and training bar staff (including any part-time or casual staff), ordering bar provisionsand stock (including glasses and bar equipment), and for banking the bar takings. In addition tothis, you will deal with any health and safety checks, get prices from suppliers, and prepare salesreports and budgets.

Bar Person



In this role, you will help set up the bar area, stock the shelves and refrigerators so drinks areavailable and at the correct temperature for service, prepare garnishes, serve drinks, takepayment, clear tables, possibly washing glasses (in a machine, generally), and clear up afterservice. Some guests may wish to charge their drinks to their account, rather than pay in cash -this would often be the case in a hotel or a club. During service you will be kept busy preparingand serving drinks, and keeping the bar area clean and clear. The choice of drinks served willvary depending on the type of establishment you are working in. In addition to serving a widerange of beers, spirits, non-alcoholic and soft drinks, most bars also offer a choice of wines, aswell as tea, coffee and a range of snacks. In some bars, cocktails are a popular choice, as areliqueurs and brandies. In this case, you will need a good memory to be able to describe the tasteof all the drinks you serve, along with the skills to blend, whisk, or shake the more exotic drinks.You may dispense drinks to customers directly, or via colleagues – in a restaurant bar, waitingstaff may send drink orders through to you, and collect them once you have prepared them.Good customer skills are important, but that does not mean that people want you to dominatetheir conversation - you need to be friendly but not over-familiar. You must follow the licensinglaws on who can and cannot be served alcohol, the correct measures for each drink, andensuring the correct brand is served. It is also your responsibility to work in a safe, hygienicmanner, maintaining a high standard of personal presentation and hygiene

Cashier

Can also be called: Front Supervisor, Guest Services Assistant, Guest Services Attendant,Customer Care Attendant, Retail Assistant


371

You are responsible for collecting and safekeeping payments from customers. What else isinvolved varies to suit the organisation and management – for example, restaurants and hotels.In a self-service restaurant, you will be stationed at the point where customers have made theirselection, before they go to their tables. You will enter the charge for each selected item on thecash till (or use a code, or press a pre-coded key), displaying the price, then the total, theamount tendered by the customer, and the change due. Before service starts, you will collectyour float from the manager, and check there is sufficient change. For security, you might handover large value notes, cheques and credit card vouchers to a manager or supervisor at regularintervals during service. Notes must be checked for forgeries, and the company's procedure foraccepting cheques and credit card payments followed precisely. You will need to checksignatures, the cards themselves and indeed large denomination notes and cheques carefully forsecurity reasons, to reduce the risk of a fraudulent transaction (because the card has beenstolen or the note is a forgery). In a restaurant offering table service, a typical arrangement is forthe waiting staff to give a copy of each order to you so that you can prepare a bill for them topresent to the customers at the end of the meal. When the payment is brought to you, you givethe receipted bill and change to the waiting staff. A variation on this, is for customers to bring acopy of their order (or the completed bill) and their payment to you on their way out of therestaurant. In hotels there may be a cashier role as part of the reception team. Here you may beresponsible for the settlement of guests’ accounts including all chargeable services – e.g.telephone calls, newspapers, laundry charges and food & drink accounts. Sorting out thepayments received and accounts settled is done at the end of each shift.

Chef



As a Chef, you hold a senior position in the kitchen. In a large, traditionally organised kitchen, theChef de Partie runs one section (e.g. sauces, vegetables, pastries, grill) with the assistance ofone or more Commis (trainee) Chefs, and your job title may reflect this - Pastry Chef forexample. In other businesses, the kitchen may have only two or three sections, or operate as justone team. In this situation, you will have a hands-on role, with responsibility for preparing,cooking and presenting a range of dishes, assisted by commis and/or trainee chefs. You mayhelp to develop new dishes, and menus. In a restaurant that offers a buffet service or a carvery,you will take your turn 'out front', serving customers, carving large joints of meat and poultry, andreplenishing dishes which are running low.. Maintaining profit margins is crucial to businesssuccess, and certain related tasks might be delegated to you, such as placing orders withsuppliers, checking deliveries, developing dishes for a new menu, stock-takes, and costing newrecipes. Careful attention must also be paid to hygiene, health and safety, and to portion andwastage control. In some operations (for example, in pubs) you may largely work on your own. Ifyou have the assistance of a team, the skills each member brings is largely dependant on theextent and style of the pub's food operation, as does your involvement in planning menus,negotiating prices and delivery arrangements with suppliers, ordering and storing food,organising staff rotas, and recruiting and training new staff. There may be a food counter in oneof the bars, for displaying salads, cold meat, fish dishes and desserts. You will certainly have ahands-on role in preparing and cooking the day's specials, as well as regular 'home-made' menuitems. Other dishes may be purchased chilled, frozen or vacuum packed, and will be reheatedand served on demand, and the behind counter area may have a microwave, grill and deep fryerfor this purpose.

372

Cleaner



As a key member of the services team, you will help to maintain a high standard of cleanliness,ensuring the comfort of those using the facilities. The level of cleanliness and hygiene oftenemerges as a principal concern for customers, so you need a keen eye for detail and the all-important finishing touches. You will need to complete your tasks within tight time constraints,whilst still taking pride in your work. A range of heavy-duty, specialist equipment may beavailable (depending on your place of work) including floor polishers, high pressure cleaners andback-vacs (carried on the back for vacuuming stairs). You will be trained in the use of suchequipment, cleaning agents and manual handling - it is important to follow safe workingprocedures and hygienic methods of cleaning. You will also be expected to report items whichneed repairing, maintaining or replacing promptly, along with any other risks to people's safetyand security.


Can also be called: Restaurant Manager, Food Service Manager, Food Service Director,Banquet Manager, Restaurant General Manager, Catering Manager, Director of Food andBeverage, Kitchen Manager, Dining Room Manager, Pub & Restaurant Manager


Food and drink are costly items to purchase, prepare and sell, and tight control is essential toprofitability. In some businesses, this task may be entrusted to the head chef, or the bar andrestaurant managers. In others, it will fall to a Food and Beverage Manager. In this role, you willhave cross-departmental responsibilities, and a specific responsibility in functions such asweddings, dinner dances, conferences, cocktail parties etc; therefore it is important to keep aprofessional working relationship with other department heads, as well as the storekeeper andcontrol offices. You will deal with function enquiries, and will need to use your selling skills toconvert these into profitable business. Menu planning may also be one of your responsibilities,and the ability to come up with new ideas (for menus, food service, special events andpromotions, how best to organisation production and service, etc.) will help you and your hotel tokeep ahead of the competition. As a member of the hotel's management team, you will attendthe head of department meetings, and may act as duty manager on occasional evenings andweekend days (when you will be in charge of the hotel).




You are in charge of the reception and, in some hotels, the reservations staff - often known asthe front office. In smaller hotels, your entire team may be based at the front desk, manning thehotel switchboard and performing porter duties. In a larger hotel, the reservations staff areusually based in a back office, enabling them to concentrate on telephone calls, faxes, lettersand emails, whilst the porters may come under the control of a head porter. There is often aseparate cashier's desk. Besides the usual duties of a departmental manager (recruiting andtraining staff, organising staff rotas, controlling budgets, health and safety, attending meetings

373

with other heads of department, etc.), you are likely to have regular contact with the guests,welcoming and registering arrivals, answering queries, taking bookings, preparing bills andtaking payments. Maintaining a close liaison with the housekeeping department is essential, soyou are informed as to which rooms have been serviced, and receive early warning of anydelays. Some situations may need to be investigated: for example, if two people appear to haveoccupied a single room, or if a guest has failed to check out on time, etc. As you and your staffare at the hub of the hotel, you have the opportunity to encourage guests to use the facilitiesavailable to them, along with the hotel's bars and restaurants, and inform other departmentmanagers and the hotel general manager of guests' requirements. It is a constant challenge toachieve maximum occupancy and revenue, requiring a shrewd eye for business, negotiatingskills, knowledge of what is happening in the local area, and often some risk taking (such asoverbooking in the knowledge that a percentage of arrivals typically fail to turn up). Security ofthe guests and hotel staff also is a major concern - there may be a security officer or team incharge.





General Manager


Salary: £21-55k per yearAs general manager, you are responsible for every aspect of the business. You will ensure thatguests are satisfied, that all staff work together as an effective team, and that the businessmakes a profit. In this role, you will be supported by a team of senior managers, departmentmanagers and supervisors. Working closely with your managers and staff, you will ensure thatevery aspect of the operation runs smoothly and achieves - or preferably exceeds - sales andprofit targets. You will regularly appraise the performance of your managers, giving feedback onwhat they are doing well and helping them to improve in other areas. A major part of your rolewill involve motivating your team to deliver their best performance at all times, and make themost of their sales skills. You will be a key customer contact, liaising with clients to gainmaximum customer satisfaction, monitoring their feedback and encouraging your team to remaincustomer focused at all times. As the person in charge, you are ultimately responsible for thehealth and safety of everyone on the premises, for food safety, upholding the licensing laws, andcomplying with consumer protection and employment legislation. Inevitably, there are alsoadministrative tasks involved in this role, including financial reports, budgets, cost analysis, andcorrespondence with suppliers, customers and head office. You will also initiate promotion andmarketing campaigns, as well as getting fully involved in company-wide schemes.

374

Head Chef

Can also be called: Chef de Cuisine, Food Service Supervisor, Kitchen Manager, ExecutiveChef, Dietary Manager, Dietary Supervisor, Food Service Director, Food Service Manager,Restaurant Manager, Supervisor of Food and Nutrition Services, Cafeteria Manager


You are in charge of the kitchen: planning menus, negotiating prices and delivery arrangementswith suppliers, ordering and storing food, organising staff rotas, supervising everyone in yourteam, recruiting and training new staff. You have a hands-on involvement in the cooking - thereputation of the restaurant largely depends on your food, and the imagination and skills whichyou bring to it. At service time, you will co-ordinate the orders as they come in, issuinginstructions to your team. You have to keep your eye on progress with earlier orders, and seethat every dish that goes out to a customer is up to standard: the correct temperature,presentation and portion size. The job requires careful planning, good timing, and excellent teamwork to bring together orders for large parties, or maintain good service when the restaurant isvery busy, When you have time, you might make an appearance in the restaurant to talk to thecustomers, in particular the regulars and any VIPs. Menus need to take account of the needs ofvegetarians, other religious and ethical diets, those with an allergy to certain foods, such as flouror nuts, and people that avoid fats or other ingredients. Food hygiene and health and safety arealso major concerns, and you will have visits from an environmental health officer to checkstandards and discuss your food safety management system. You are also responsible formaking sure that the cost of food is within the budget: wastage must be kept to the minimum,production quantities and portion control accurate. You will need to liaise closely with the generalmanager to whom you will be responsible for budgets, including staff costs. You will also workwith the restaurant manager and waiting staff, to ensure that service runs smoothly and that staffcan accurately describe dishes to customers. Depending on the type of operation (e.g. hotel,pub, restaurant), the kitchens may prepare food for a number of self-service restaurants, snackbars and directors' dining rooms, as well as cocktail parties, business meetings, conferences andother special events. For example in a high street restaurant your kitchen may be preparingmeals for 30 guests for lunch and 60 guests for dinner, whereas a hospital kitchen might bepreparing meals for several hundred patients three times a day, as well as the doctors,specialists, nursing and ancillary staff.

Head Housekeeper

Can also be called: Restaurant Manager, Food Service Manager, Food Service Director, Foodand Beverage Manager, Banquet Manager, Restaurant General Manager, Catering Manager,Director of Food and Beverage, Kitchen Manager, Dining Room Manager, Conference ServicesManager, Catering Manager, Convention Services Manager (CSM), Conference Planner,Director of Conference Services, Conference Manager, Conference Planning Manager, EventsManager, Catering and Convention Services Coordinator, Catering and Convention ServicesManager


You are in charge of the cleanliness of all the guest rooms, and most (if not all) of the publicareas. Much of your time will be spent supervising and training your staff, planning staff rotas,and dealing with stock-takes, budgets, and other paperwork (maintenance reports, room checksheets, safety audits, etc.). You will also deal with the suppliers of linen, cleaning materials andguest supplies (sachets of tea and coffee, soap, shampoo, etc.), and control the costs ofcleaning materials, linen, laundry, maintenance and wages. Another regular part of your routine

375

will be checking that high standards of cleanliness are maintained, rooms correctly serviced, andequipment in a safe conditions (for guests and staff). Lost property will also be handed to you forsafe keeping until it can be returned to the owner. In a large operation, you will have AssistantHousekeepers and supervisors to control the work of room attendants, and probably linen roomstaff and someone to issue the cleaning supplies. You will liaise closely with the generalmanager and other heads of department, and attend regular meetings. Your staff will also meetwith you, possibly on a weekly basis. Good relations with reception staff are crucial – you willneed to let them know when rooms are ready to re-let, and they will let you know when roomscan be serviced, and which are departures, arrivals, VIPs, or have special requirements (such asa head board). Maintenance is another key area - repairs will need to be carried out promptly,and rooms should be kept in good order. It is important that the equipment your staff use(vacuum cleaners, shampooers, polishers, trolleys, etc.) is in sound working order, and is usedsafely. Some cleaning materials are hazardous, and it is your responsibility to ensure that staffare trained to use them safely. Health, safety (including fire safety) and security will be on goingconcerns. You will also be closely involved with renovations and new developments, workingwith architects, interior designers, and other specialists.

Head Porter



The Head Porter is in charge of a team of hall porters (possibly including doormen andpageboys) and all the responsibilities this involves - recruitment, staff rotas, supervision,budgets, cost control, etc. Around 80% of your time is spent liaising with guests and helpingthem with their requests, and this requires absolute discretion. They are likely to turn to you fordirections, restaurant reservations and tickets for opera, theatre, concert and sporting events, aswell as for car hire, and airline and train tickets. You also will attend regular meetings withreception, reservations, banqueting, and housekeeping. Yours is an important role, and theconcierge of one London hotel even has his own web site giving information to internet users(and hopefully encouraging them to stay at his hotel).

Head Receptionist



As Head Receptionist, your key duty is to ensure that all registration documents are completedfully and accurately, and that the reception area is operating smoothly. You will help to maintaina high standard of customer service, liaising with customers to ensure their needs have beenmet, ensuring that every guest’s experience is positive, paying attention to the details ofcustomer specifications and resolving all queries promptly. You will also be responsible for thedepartment when the Front Office Manager is off duty. As Head Receptionist, you will berequired to maintain a professional image at all times. You will need to follow procedures andinstructions, communicate and lead effectively with other team members and demonstrate goodhealth and safety awareness, along with efficient methods of working.

Head Waiter

376



You are in charge of the service side of restaurant when the Restaurant manager is off duty:running the restaurant and snack bars, the directors' dining rooms and any other cateringfacilities. Before service begins, you will brief staff on their tasks, the day's menu and specials,check the lay-up of counters and tables. Besides supervising your team of assistants, waitersand waitresses, cashiers, you will maintain a high customer profile during service. Anycomplaints or problems should be dealt with promptly. Good communications with the kitchenteam should help service to run smoothly, and mean that any problems can be identified anddealt with quickly. You will work closely with the head chef and restaurant manager on menupromotions, the requirements of special parties, and predicting the likely take-up of the cateringservices on any day. As a deputy for the restaurant manager, their duties will be your duties.Health and safety is a key concern, as is food hygiene, and the impression your staff givethrough their personal hygiene and presentation.





Junior/ Commis Chef



The role of Junior (or Commis) Chef is often the starting position for a career within the kitchen.Although job titles and responsibilities vary, you will have an active role in preparation work andbasic cooking, under the supervision of more experienced chefs. Ideally, you will work in anumber of areas in the kitchen, giving you the widest possible experience before you considerspecialising in one particular area (e.g. pastry work). The type of cooking you help out with willdepend on the style of the operation, the kind of menu offered to customer, and the prices theypay for their meals. It could range from the finest meals in the private dining room of a contractcatering operation or top end restaurant, to a range of hot and cold dishes in a self-servicerestaurant, or the sandwiches, filled rolls, salads and similar items available in a snack bar.Sometimes there is minimum preparation involved in making a meal, but there is still a level of

377

skill required to produce a perfectly cooked and well-presented dish - high standards of hygiene,and accuracy in measuring dish ingredients and portion sizes are essential to good practice. Theshifts a junior chef works will vary according to the operation. For example, you may start early inthe morning preparing breakfast in a hotel kitchen, or later in the evening for a special event,such as a buffet, wedding banquet or cocktail party.

Junior Waiter



This job is a good starting point for a career serving customers in a restaurant. In this role, youwill help another waiter/waitress serve a group of tables. Your duties will include clearing andrelaying tables, taking food orders to the kitchen, collecting meals when they are ready, andhelping to serve the food. The main aim of your job is to ensure that the table and seating areasare clean and tidy, and inviting to the customers and to help the other waiters/waitresses to keepservice running smoothly.. This will include keeping the floors clean, ensuring that there is plentyof cutlery available, along with crockery, trays, napkins etc, and keeping the supply ofcondiments (e.g. salt, pepper and sauces) well stocked throughout the lunch or dinner service.

Kitchen Porter




Leisure Services Operations Manager

Can also be called: Guest Services Manager, Park Operations Manager, Head of Amusementsand Leisure Activities, Senior Operations Manager


Your company is providing a leisure experience in a purpose built environment. How well thatexperience matches the expectation which people have formed from the brochure, theirknowledge of the visitor attraction and of your company, depends largely on the support and

378

services they get from your team. As a Leisure Services Operations Manager, you will overseeall the onsite leisure and entertainment services. This will include the amusements, anymechanical rides (such as roller coasters and dodgems), the children’s character shows (e.g.Bob the Builder) and any other similar activities. Careful preparation is vital, and you will need tocheck that everything is in place and runs smoothly. You will do your best to ensure that visitorshave the best experience possible at all times - from watching a fantastic historical re-enactmentto buying lunch or an afternoon ice cream; from having a hair-raising but safe time on the rides,to purchasing souvenirs from the gift shop before leaving. A strong, professional relationship withyour colleagues will often prevent problems from occurring, but any complaints should be actedon quickly. You must be a capable administrator and communicator, and new members of yourteam will require training to prepare them for the challenges they face.

Leisure Services Operations Supervisor

Can also be called: Guest Services Supervisor, Park Operations Supervisor, Senior ParkOperator, Deputy Leisure Services Operation Manager


Your company is providing a leisure experience in a purpose built environment. How well thatexperience matches the expectation which people have formed from the brochure, theirknowledge of the visitor attraction and of your company, depends largely on the support andservices they get from your team. As a Leisure Services Operations Manager, you will overseeall the onsite leisure and entertainment services. This will include the amusements, anymechanical rides (such as roller coasters and dodgems), the children’s character shows (e.g.Bob the Builder) and any other similar activities. Careful preparation is vital, and you will need tocheck that everything is in place and runs smoothly. You will do your best to ensure that visitorshave the best experience possible at all times - from watching a fantastic historical re-enactmentto buying lunch or an afternoon ice cream; from having a hair-raising but safe time on the rides,to purchasing souvenirs from the gift shop before leaving. A strong, professional relationship withyour colleagues will often prevent problems from occurring, but any complaints should be actedon quickly. You must be a capable administrator and communicator, and new members of yourteam will require training to prepare them for the challenges they face.

Leisure Services Team Member

Can also be called: Guest Services Assistant, Rides and Activities Operators, Actor, Actresses,Photographers, Entertainer


As a Leisure Services Team Member, guests arriving at your visitor attraction or leisure parkexpect you to ensure that everything meets their expectations. You could be involved in anynumber of activities - making sure that guests are safe and secure on mechanical rides such asrollercoasters, bringing history to life as you lead a tour group, or leading a children’s activitywhere you may play a particular character such as a knight, pirate or cartoon personality. Youwill need to arrive in good time to set up and test your equipment and the safety features of therides and activities. There will normally be a queue of guests waiting to enjoy each activity orattraction. Your job is likely to involve keeping them entertained rather than allowing them tobecome frustrated, and any complaints should be dealt with quickly. Some of your time may alsobe spent selling food and drink from the various outlets and kiosks, or working in the gift shop.The quieter moments of your shift with be occupied with various administrative tasks, such aspreparing for an activity, confirming tour arrangements, or completing reports for head office.

379




Large hotels often employ Linen Room Assistants to deal with the laundry for guest rooms, andthe restaurant and banqueting departments. If the laundering is done on the premises, you willbe responsible for washing, drying and pressing the linen (using large-scale, professionalequipment). You will issue fresh linen for use in the various departments, and collect returns forlaundering. High standards of cleanliness and presentation are very important: everything mustbe checked for stains, damage and general wear and tear, and accurate control has to be kept ofall stocks, so every item can be accounted for. If a contractor is providing the guest laundryservice, you may be responsible for checking in-coming and out-going items.

Owner



As an Owner, you will have your own business. You will manage the business and help out withthe general activities as required: for example; cooking in a restaurant, arranging holidays in atravel agency, developing tours in a tour operator etc. You may employ other specialists tooperate certain functions – for example, a restaurant owner may employ a “front of housemanager” who will supervise other members of staff in setting up the restaurant for service,taking food and drink orders, serving them, and collecting payment. A travel agency owner mayemployer a manager to take care of arranging insurance packages, marketing services anddealing with bureau de change transactions etc. The number of additional employees you takeon will depend largely on the size and level of the business, the demand from customers andhow much they are willing to pay – your staff could range from a team of less than 10 in a smalltravel agency to more than 100 in a busy visitor attraction.

Porter



Based in reception or at the porter's desk, you will carry guests' luggage, call taxis, take chargeof left property, answer queries, take messages for guests, sort mail, and look after hotel androom keys. It is a job where discretion is valued. You may also sell newspapers, postcards andstamps, book theatre tickets or hire cars for guests, or help housekeeping, restaurant andbanqueting staff in setting up rooms and moving larger items of furniture. Safe practices whenlifting and moving are essential. In some hotels, the porters help the conference and banquetingdepartment by serving coffees and teas, checking the room is ready, and tidying up meetingrooms while the delegates are at lunch. You may also help to park guests’ cars. If you are onnight duty, you will be required to provide switchboard cover and an information service as wellas checking customers in and out efficiently and accurately calculating accounts. You will berequired to follow procedures and instructions to ensure smooth handovers, and maintainstandards as directed. You may also be responsible for serving snacks and early breakfasts, anddelivering newspapers and wake-up calls to guests. You play a key role in coping with fires or

380

other emergencies, ensuring that help is called promptly and guests evacuated safely, and youalso need to be alert to any security threats.

Receptionist



As a receptionist, you are likely to be the person to greet the guests on arrival at the hotel, and itis important to make a good first impression – a warm welcome, tidy appearance, and pleasantatmosphere in the reception area can help to get their stay off to the best start. In this role, youwill need to deal with reservations accurately and efficiently, prepare guest bills correctly, andensure that any necessary information goes to the housekeeping, restaurant, maintenance, andmanagement departments. Excellent communication and administration skills are essential andmost hotels use computerised systems for reservations and word processing, so IT skills arealso an advantage. You may have to respond to reservation enquiries by telephone, in person,or by letter, fax and email. The ability to speak another language would also be an advantage inthis role. In some hotels, receptionists show guests to their room. If this is not the case you willprovide them with clear directions, or a porter will show them to their accommodation. You mayalso be responsible for taking payments, exchanging foreign currency, and working theswitchboard: directing in-coming calls, and assisting guests in making external calls. You willtake messages for guests, and ensure that they receive them without delay, along with any mailthat may arrive for them. Guests may also leave their valuables at reception for safekeeping(either in a safety deposit box or the hotel safe) and come to you with any queries or complaints– not all of which will be easy to deal with. Selling is another key skill: the ability to persuade theguest to take a better and more expensive room, to stay longer, to eat in the restaurant, or takeadvantage of a special promotion can help to increase revenue for the hotel. In some hotels, thereceptionist helps serve in the bar and restaurant, can be called upon to help housekeeping ifthere is a crisis. At busy times, you must maintain an impression of calm efficiency, and takecare to acknowledge anyone who you can't deal with immediately. In the event of an emergency,you need be aware of your responsibilities, e.g. assisting people as they evacuate the building,calling the emergency services, and checking that all guests have reached safety

Regional Manager




381

Restaurant Manager



You are in charge of the service side of the restaurant, working in close partnership with thehead chef and the kitchen team. Whatever the size and style of restaurant, one of your principalroles will be to look after the customers, greeting as many of them individually as possible,advising them on menu and wine choices, ensuring that they get good service and thanking andbidding them farewell when they leave. Before customers arrive, you will check that the tableshave been laid correctly, and that the restaurant looks welcoming. You will need to brief yourteam on the day's specials, promotional offers, any VIP guests or large parties expected, andcheck that everyone knows their tasks. Many restaurants also place great emphasis on sellingskills and each service may begin with a briefing to get everyone on top form. During service,some restaurant managers also hand guests the menu, and return to take their order, advisingon the choice of dishes, wines and other drinks. If not, waiting staff will do this, and your job is tokeep an eye on all tables, guests and staff, spotting any problems that may arise and dealingwith them. Complaints inevitably occur, and you and your staff must act promptly and effectivelyto ensure matters are put right to the customers' satisfaction - you will need to use yourdiplomatic skills. A record is usually made of any complaint, accident or other incident, so thatinvestigations can be made should a written complaint arrive some days later. After service istime to discuss how everything has gone, and which dishes and drinks sold well (or not). Healthand safety is a key concern, so is food hygiene, and the impression your staff give through theirpersonal hygiene and presentation. Time will also be taking up in recruiting new staff, andlooking after the well-being of your team, motivating everyone to do their best, helping thosewhose standard needs improving, and when necessary dealing with unsatisfactory performance.New staff will need to be trained and even the most experienced staff will need to be kept up todate with their skills. You will also be responsible for working out the staff rotas, and will need toplan to ensure that there is plenty of cover available when employees are on holiday. Budgets,financial and sales reports will also require your attention and comment.

Retail Store Assistant

Can also be called: Shop Supervisor, Gift Shop Supervisor, Souvenir Outlet Supervisor, AssitantRetail Manager, Cashier


As a Retail Store Assistant you will interact with both customers and the other people in yourteam, dealing with their questions and queries in order achieve sales targets. You will servecustomers as they purchase their goods, receiving their payments and (where necessary)packaging them with suitable material. You will also need to ensure that there are sufficientamounts of stock in the displays and on the shelves, collecting items from the stockroom beforecustomers start asking for them, and help to keep the shop clean and tidy, creating a pleasantenvironment for customers.

Retail Store Manager

Can also be called: Shop Manager, Gift Shop Manager, Souvenir Outlet Manager, RetailManager

382


The role of the Retail Manager is to maximise sales potential and profitability through theeffective management of staff and stock, whilst maintaining the smooth running of the branch.You will be responsible for the management of the shop team, including their recruitment,training and development. You will need good financial and business judgement, drive andenergy to motivate your team and a great customer focus to ensure that you meet your targets.You will also oversee stock control, checking the quality and ensuring that supplies are re-ordered in time. Some shops may use computerised systems for this, so you will need to havesome level of IT skills.

Retail Store Merchandiser

Can also be called: Retail Assistant, Retail Display Specialist, Shop Display Specialist


All shops and businesses have an image, and a shop in a visitor attraction is no different. As aRetail Store Merchandiser you will play an important part in maintaining this image, and makingchanges where necessary. It will be your responsibility to ensure that displays, both in thewindow and the shop itself, are arranged in a manner that will attract as many customers aspossible. You may create your own designs, or you may be responsible for arranging productsaccording to a company display policy. You will also need to choose and position lighting, inorder to show the products off to their best advantage. Your job role may also include helpingwith general retail duties during daily and seasonal peak periods of trading.

Retail Store Supervisor

Can also be called: Shop Manager, Gift Shop Manager, Souvenir Outlet Manager, RetailSupervisor, Retail Manager


As the Retail Store Supervisor you will help to manage and develop the sales team, coachingthem on meeting and exceeding their sales targets. Strong team work and leadership skills,along with the ability to deliver excellent customer service, are key to succeeding in this role. Youare responsible for organising and delegating daily shop duties, providing support to both theretail manager and the general management team, and overseeing the day to day replenishmentand presentation of the shop floor. Your main focus will be to drive the shop's business forwardby co-ordinating the activities of visual merchandisers and retail assistants - processing stockfrom delivery to the sales floor, maintaining merchandising disciplines and providing highstandards of floor service.

Room Attendant



As a Room Attendant, your job title varies - you may see adverts for “room maids” and“chambermaids” - and the work you undertake depends on the style of the hotel. Whereas it may

383

take an hour or longer to service a luxury suite with a sunken Jacuzzi, it will be much quicker toservice a room with basic furnishings, and you will be expected to cover more within your shift.High standards of cleanliness are extremely important to hotel guests, and a methodicalapproach is essential for you to achieve this. You will need to avoid spreading bacteria from dirtysurfaces to clean ones, and complete all of your tasks within a reasonable time. When you havefinished, the room must look exactly right and welcoming to the guest, with everything in place -toiletries replenished, the mini-bar restocked and so forth. Your duties may also include cleaningpublic areas of the hotel, and this is usually done very early in the morning when no one is about.Special cleaning tasks also have to be done at regular intervals, such as shampooing furnitureand carpets, or damp dusting high surfaces. Guests will expect to see you looking well turnedout, to greet them pleasantly and help them with any enquiries they may have. There will beprocedures to follow for lost property, making beds and every other cleaning and servicing task,such as checking the room for faulty or damaged equipment and dealing with customercomplaints. These tasks will vary according to whether or not the room has been vacated. Youmay also be responsible for “self-checking”, which means you must check your own rooms(subject to spot checks by the floor or head housekeeper). In some hotels, the room attendantswork in teams, so that one person strips the beds, another cleans the bathrooms and so on, andyou will need to liaise with reception so they know when rooms are available to re-let. Hygienicworking practices are important to prevent risks to your own health, as are safe working methodswhen using cleaning materials, equipment, and when lifting or moving. Another key concern issecurity: for yourself, the guests, and their property (along with that of the hotel). You will have akey or key card to let you into all the guest rooms in your area, and will be expected to keep thiswith you at all times.

Senior Manager




Senior/Sous Chef



In a large kitchen, the Head Chef's number 2 is often called a sous chef. Besides taking control inthe head chef's absence, as a senior chef you will play a key role in the management of thekitchen, ensuring that each meal is served to the standard required. You will need to check thatthe portion size is correct, that it fits with what the customer’s order, and that presentation is ofthe highest quality. Wastage must be kept to the minimum: this requires skilled menu planning,forecasting what will be popular with customers, and getting the best price and quality fromsuppliers. When the kitchen is fully staffed, you will be in charge of your own section, preparing a

384

range of dishes with the help of your team. Everyone in the kitchen must follow the higheststandards of hygiene, keeping preparation surfaces clean, and using different sets of knives,boards and other equipment for raw and cooked foods to prevent cross contamination.

Ticket Office Assistant

Can also be called: Ticket Sales Agent, Box Office Assistant, Receptionist

Salary: £12-16k per yearAs a Ticket Office Assistant, you sell tickets for entrance to the visitor attraction or leisure park,either for use that day or in future weeks and months. Various ticket prices and deals may beavailable for individuals, families with young children or larger parties. You will need to be able todescribe the main attractions of your business to visitors, and let them know if there are anyalterations to the normal service (e.g. certain rides being closed) due to bad weather,maintenance or other reasons.

Ticket Office Supervisor

Can also be called: Box Office Manager, Reception Manager, Head of Ticket Sales

Salary: £14-18k per yearThe ticket office (or box office) is where guests pay for their entry to the site, or a particular areawithin it – helping to cover the running costs of a visitor attraction. As a Ticket Office Supervisor,controlling the flow of visitors into the site to ensure safety and maintain revenue will be yourresponsibility. You will need to provide your staff with guidance on the likely demand for the day,and brief them on the various options and prices. Complaints or difficulties will also be brought toyour attention and you will need to be able to deal with them accordingly. If you have a mailinglist of those who have previously visited your attraction, you may be able to give these valuedcustomers an opportunity to book for special events or popular promotions. To fulfil this rolesuccessfully, you need to be an excellent administrator and able to manage financial informationefficiently.

Waiter



As a waiter/ waitress, you play a key role in helping guests to enjoy their meal. It is yourresponsibility to ensure that there is no delay in bringing the food from the kitchen, and that it isserved as attractively as possible. You will advise guests on the food and drink available (salesskills are an important aspect of this) and serve their meals while causing as little unnecessarydisruption to them as possible. You will also clear plates and other unwanted items from thetable, replenish drinks and wine glasses, and keep the restaurant looking pleasant. In mostbusinesses you will also be responsible for greeting guests, showing them to their table, takingorders and collecting their payment at the end of the meal. You may have your own float, andhand over your takings at the end of service, or process payments at the till throughout service.You will help to prepare the restaurant for service, and clear away when all the guests havegone. You may be asked to help serve at banquets, cocktail parties, special dinners, weddings,and other functions using silver service. On these occasions, there may be a buffet from whichcustomers help themselves or are served their choice of salads, sweets, cheeses or other cold orhot dishes. Besides helping serve customers, you will need to replenish dishes from the kitchen,remove empties, replace serving spoons, and generally keep the buffet looking at its best. In

385

event catering, the venue might be a marquee, a banqueting hall; even outdoors in the groundsof a stately home. You will help to set up the tables and seating, as well as laying the tables andwashing up afterwards. Along with serving meals, you may be required to serve tea and coffee toguests. You also need to know what wines and other drinks are available to your guests, so youmust be knowledgeable on the laws relating to the service of alcohol. High standards of personalpresentation and hygiene are essential at all times. You must be careful not to touch the food, orany surfaces of cutlery, glasses etc. that may come into contact with the guest’s mouth. It is alsoimportant to be aware of safety, so that you avoid any accidents.

Wine Waiter




9.11 Case studies





Fast Food Service Assistant

386









9.12 FAQs

Q: I’ve heard that the pay isn’t very good in this industry … is that true?A: Amongst the less senior positions, salaries are comparable to many other industries (forexample retail) but once you begin to progress up the ladder, the sky is the limit in terms of howmuch you could earn. Those working in senior management roles, for example, can earnupwards of £45k.

Q: But could I really consider a job in this industry as a career?A: It’s true to say that some people come into the industry and don’t stay long. A large numberof students, for example, work while they’re studying but only stay in the job for a short time.However, this only makes employers more eager to find people that will stay in the job for aprolonged period so, with the right attitude and a bit of hard work, people committed to theindustry can progress very quickly up the career ladder.

Q: What skills would set me apart from other candidates looking for work in this industry?

387

A: There are three main things which employers say they struggle to find in their own workforceand in people applying to jobs. These are (1) management and leadership skills, (2) customerservice skills and (3) chef skills. If you have a good grounding in any of these areas then thechances are that you’ll do very well in the industry.








388

9.14 Visitor attractions regional information

INFORMATION UNAVAILABLE AT THIS LEVEL DUE TO THE SMALL NUMBER OF PEOPLEWORKING IN THE SECTOR

389

9.14.1 Visitor attractions East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


390

9.14.2 Visitor attractions East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


391

9.14.3 Visitor attractions LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


392

9.14.4 Visitor attractions North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortagesINFORMATION UNAVAILABLE AT THIS LEVEL DUE TO THE SMALL NUMBER OF PEOPLEWORKING IN THE SECTOR

393

9.14.5 Visitor attractions North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


394

9.14.6 Visitor attractions South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


395

9.14.7 Visitor attractions South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortagesINFORMATION UNAVAILABLE AT THIS LEVEL DUE TO THE SMALL NUMBER OF PEOPLEWORKING IN THE SECTOR

396

9.14.8 Visitor attractions West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


397

9.14.9 Visitor attractions Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


398

11. Hospitality services


Hospitality services providers support a number of wider industries ranging from traditionalhospitality based industries such as hotels and restaurants to other areas such as education andoilrigs.

Traditionally the industry has provided food and drink, but providers are increasingly focusing onwider facilities management, including housekeeping services, linen and security. While theycan be found in most industries, areas in which hospitality service providers operate can begrouped together in the following:

Travel Business Retail Education Health care Remote and offshore locations Corporate hospitality and executive dining Government and local authority provision Leisure venues and events (inc. concerts, regattas, sporting events as well as weddings

and parties)

The industry overlaps with other industries and there is often confusion between food service &management and hospitality services. The key difference is ownership. If the catering ismanaged in-house by say a retailer or local authority then it is ‘hospitality services’. If it isoutsourced to an external provider then it falls into the food service & management provisioncategory.

11.2 Information on careers available and new emerging jobs, transferability of skillscareer paths and opportunities for progression

As the hospitality services industry is so wide ranging there are a wide variety of jobs coveringalmost all jobs you might expect from an industry rooted in hospitality and some you might not.These range from kitchen assistants and chefs through to supervisory and managerial positions.

For a lot of the ‘entry level’ positions, many employers say that the willingness to work hard andhaving a good attitude are the most important things they look for. For public facing roles, suchas bar staff or waiting staff, good people skills and an appreciation of the importance ofcustomer service are an advantage. Progression in the industry is most likely for committedworkers who are willing to take on new responsibilities.

Many industries within the hospitality, leisure, travel & tourism sector find it difficult to hang on totheir staff as employees sometimes do not stay in their job for long. Individuals who showenthusiasm and commitment to their job are therefore often rewarded by employers with rapidprogression up the ladder.



399





Assistant Restaurant ManagerCan also be called: Food Service Manager, Food Service Supervisor, Duty ManagerSalary: £16-21k per year






Crew MemberCan also be called: Prep Cook (Preparation Cook), Food Service Worker, Food Service Aide,Dietary Assistant, Food Preparer, Pantry Cook, Deli Clerk (Delicatessen Clerk), Deli Worker(Delicatessen Worker), Drive Thru Window Order Taker, Front Line Worker, Catering AssistantSalary: £11-13k per year

Floor Manager

400

Can also be called: Food Service Manager, Food Service Supervisor, Deputy Manager, DutyManagerSalary: £14-18k per year










401











Room AttendantCan also be called: Housekeeper, Environmental Services Worker, Housekeeping LaundryWorker, Environmental Services Aide, Housekeeping Aide, Cottage Attendant, Room Cleaner

402






Trainee Crew MemberCan also be called: Junior Prep Cook (Preparation Cook), Trainee Food Service Assistant,Trainee Food Preparer, Trainee Drive Thru Window Order Taker, Trainee Catering AssistantSalary: £11+k per year





The majority of ‘entry level’ jobs in the hospitality services industry do not have any formal entryrequirements. Some previous experience is always an advantage but, more generally,employers prefer individuals with good communication and team working skills.




403


11.5 Qualifications

There are many different qualifications relevant to the various occupations in the hospitalityservices industry.

































Level 2 National Certificate for Personal http://www.uksp.co.uk/Qualifications.aspx?QualID

404

License Holders =679





























• There are approximately 195,200 people working in the hospitality services sector throughoutthe UK• 49 percent work on a full time basis, whilst 59 percent work part time• There are a greater number of women working in the sector (62 percent) than men (38percent)



16-19 26,700 14%

20-24 25,300 13%

25-29 17,600 9%

30-34 17,800 9%

35-39 15,500 8%

40-44 20,500 11%

405

45-49 17,300 9%

50-54 18,300 9%

55-59 16,200 8%

60-64 12,200 6%

65-69 6,300 3%

70+ 1,600 1%




NVQ Level 4 23,000 12%

NVQ Level 3 56,100 29%

NVQ Level 2 61,500 32%






White 178,700 92%





United Kingdom







Waiters, waitresses 222,200(Source: Labour Force Survey 2009)

406





change

2008 2013 2017 2008-2017






11.7 Skill shortages





407








11.10 Job profiles




In this role, you will assist the Bar Manager, and may be part of a larger hospitality managementteam This is a hands-on role, and you will spend a lot of time greeting and serving customers atthe bar, along with monitoring the seated areas. In addition to this, you will be responsible for anumber of tasks to keep the bar running smoothly – for example, the dispense lines between thecellar and the taps on the bar will need to be cleaned regularly, stocks (beer bottles etc.) must berotated, so that old is used before new, and careful temperature control is very important tomaintaining the quality of beer, lager and wine. Cask conditioned beer must remain in the cellarfor a few days before it is ready to drink, allowing fermentation to finish and the sediment to settleat the bottom of the cask, You will need to vent the cask to release carbon dioxide during the finalfermentation, and tap it - a process which requires skill and practice. Other routine tasks includestock taking, ordering stock, accepting and checking deliveries, tidying and cleaning the cellar,and issuing stocks to bars. You will also be in charge of returning empty casks and kegs, carbondioxide cylinders, bottles, crates and any other items which are recycled or reused. Duringservice you will supervise the bar area, ensuring that tables are cleared of any empty glasses,dirty ashtrays or general rubbish. Mingling with the customers will help you to keep a close eye onwhat is going on, and if you spot any early signs of trouble or misbehaviour, tactful, firm action

408

can help to diffuse the situation. You will also supervise the bar staff, ensuring that service runssmoothly with shelves and chilled cabinets re-stocked, beer barrels changed quickly, bar counterskept tidy, and sufficient change in the tills. You will need to make sure that customers are beingserved as quickly as possible, given the correct food and drink, and the correct change. At busytimes, waiting customers should be promptly acknowledged, then served in order of arrival at thebar. You will also be involved with other specific tasks such as health and safety checks, gettingprices from suppliers, and preparing sales reports and budgets.








As Assistant Head Housekeeper, you have, along with the Head Housekeeper, responsibility forthe cleaning of the whole premises. This is a hands-on role, demanding high standards. You -along with your team of supervisors and staff - may have to look after miles of corridors, severalhundred rooms, and thousands of windows, as well as lifts, staircases, and perhaps escalators.Your responsibilities will include collecting linen and laundry, organising cleaning materials,supervising the domestic staff, and seeing that meeting/conference rooms are set up correctly.You may also need to add the finishing touches, such as flower arrangements, sufficient ashtrays(if smoking is allowed), pens and paper, glasses, bottled water, etc. You will need to be a strongleader, and motivate your staff to deliver consistently high standards of cleanliness. You will alsoneed to deputise for the Head Housekeeper where appropriate and liase with other departments.You will need to have detailed knowledge of a wide range of industrial cleaning methods andequipment, and excellent organisational skills to achieve this within the required budgetaryconstraints. Your business may contract out certain aspects of the cleaning process, whichrequires your familiarity with the tendering process and some experience of managingcontractors. You will need to be an effective communicator, bringing the same professionalism toyour dealings with management, colleagues and guests alike, and the nature of your work meansyou are likely to have close contact with customers.

Assistant Restaurant Manager

Can also be called: Food Service Manager, Food Service Supervisor, Duty Manager

409



Bar Manager




Bar Person



410


Chef




Cleaner


411







Crew Member

Can also be called: Prep Cook (Preparation Cook), Food Service Worker, Food Service Aide,Dietary Assistant, Food Preparer, Pantry Cook, Deli Clerk (Delicatessen Clerk), Deli Worker(Delicatessen Worker), Drive Thru Window Order Taker, Front Line Worker, Catering Assistant


Self-service and fast-food restaurants are popular in situations where work or other commitmentsmean limited time in which to eat, and people's requirements range from a snack to a full meal.Your first duties of the day will include setting up the restaurant: refilling salt, pepper, sugar,sauces, napkins, tray and cutlery points, making coffee, arranging the display counters with colddrinks and pre-packaged food. Salads, sandwiches, filled rolls, and cold sweets are collectedfrom the kitchen and arranged in the counters. Hot dishes are left until just before service begins,although the hot cupboards will have been turned on earlier to reach the correct temperature.Customers making their choice of food and drink are influenced by the look of what they see, so

412

an attractive arrangement and well presented food is very important. To increase sales, you willsuggest drinks, extra large portions, side dishes, special meal combinations or promotional offers.Hygiene standards must also be excellent. During service, you will have to restock counters asnecessary, collecting new dishes of food from the kitchen and returning empties. In somerestaurants, all the dishes are pre-plated or packaged or portioned so that customers can helpthemselves from the counters, or there are some dishes which the staff serve. Accurate portioncontrol is important, but there may be some menu items which give customers the option of pilingthe plate as high as they wish. Your duties may also include making tea and coffee, possiblyusing specialist machines for espresso based drinks, milk shakes and other drinks. You may alsoundertake some simple cooking and food preparation such as making toast, frying eggs, grillingburgers, making sandwiches and rolls or assembling various meals. Throughout the shift you willbe tidying and cleaning: the kitchen and counters, tray and waste collection points, tables andchairs, floors, toilets and the entrance, amongst other areas. You may also take your turn atoperating the cash point, where customers pay for what they have chosen. Customers appreciatefriendly, helpful staff, who enjoy giving good service, taking pride in their appearance and that ofthe restaurant. You should be able to answer questions about the day's specials, other menuitems, and their ingredients (particularly important for those who cannot eat certain foods, e.g.nuts). Your duties at the end of service may include returning items to the kitchen, helping withthe washing up, cleaning the counters themselves, the service and customer areas, andrestocking cutlery, china and glassware ready for the next service.

Floor Manager

Can also be called: Food Service Manager, Food Service Supervisor, Deputy Manager, DutyManager






Food and drink are costly items to purchase, prepare and sell, and tight control is essential toprofitability. In some businesses, this task may be entrusted to the head chef, or the bar andrestaurant managers. In others, it will fall to a Food and Beverage Manager. In this role, you willhave cross-departmental responsibilities, and a specific responsibility in functions such asweddings, dinner dances, conferences, cocktail parties etc; therefore it is important to keep aprofessional working relationship with other department heads, as well as the storekeeper andcontrol offices. You will deal with function enquiries, and will need to use your selling skills toconvert these into profitable business. Menu planning may also be one of your responsibilities,and the ability to come up with new ideas (for menus, food service, special events and

413

promotions, how best to organisation production and service, etc.) will help you and your hotel tokeep ahead of the competition. As a member of the hotel's management team, you will attend thehead of department meetings, and may act as duty manager on occasional evenings andweekend days (when you will be in charge of the hotel).









General Manager

414




Head Chef



You are in charge of the kitchen: planning menus, negotiating prices and delivery arrangementswith suppliers, ordering and storing food, organising staff rotas, supervising everyone in yourteam, recruiting and training new staff. You have a hands-on involvement in the cooking - thereputation of the restaurant largely depends on your food, and the imagination and skills whichyou bring to it. At service time, you will co-ordinate the orders as they come in, issuinginstructions to your team. You have to keep your eye on progress with earlier orders, and see thatevery dish that goes out to a customer is up to standard: the correct temperature, presentationand portion size. The job requires careful planning, good timing, and excellent team work to bringtogether orders for large parties, or maintain good service when the restaurant is very busy,When you have time, you might make an appearance in the restaurant to talk to the customers, inparticular the regulars and any VIPs. Menus need to take account of the needs of vegetarians,other religious and ethical diets, those with an allergy to certain foods, such as flour or nuts, andpeople that avoid fats or other ingredients. Food hygiene and health and safety are also majorconcerns, and you will have visits from an environmental health officer to check standards anddiscuss your food safety management system. You are also responsible for making sure that thecost of food is within the budget: wastage must be kept to the minimum, production quantities andportion control accurate. You will need to liaise closely with the general manager to whom you willbe responsible for budgets, including staff costs. You will also work with the restaurant managerand waiting staff, to ensure that service runs smoothly and that staff can accurately describedishes to customers. Depending on the type of operation (e.g. hotel, pub, restaurant), thekitchens may prepare food for a number of self-service restaurants, snack bars and directors'dining rooms, as well as cocktail parties, business meetings, conferences and other specialevents. For example in a high street restaurant your kitchen may be preparing meals for 30guests for lunch and 60 guests for dinner, whereas a hospital kitchen might be preparing meals

415

for several hundred patients three times a day, as well as the doctors, specialists, nursing andancillary staff.

Head Housekeeper




Head Porter




416





Head Receptionist




Head Waiter



You are in charge of the service side of restaurant when the Restaurant manager is off duty:running the restaurant and snack bars, the directors' dining rooms and any other cateringfacilities. Before service begins, you will brief staff on their tasks, the day's menu and specials,check the lay-up of counters and tables. Besides supervising your team of assistants, waiters andwaitresses, cashiers, you will maintain a high customer profile during service. Any complaints orproblems should be dealt with promptly. Good communications with the kitchen team should helpservice to run smoothly, and mean that any problems can be identified and dealt with quickly. Youwill work closely with the head chef and restaurant manager on menu promotions, therequirements of special parties, and predicting the likely take-up of the catering services on anyday. As a deputy for the restaurant manager, their duties will be your duties. Health and safety is

417

a key concern, as is food hygiene, and the impression your staff give through their personalhygiene and presentation.

Junior/ Commis Chef




Junior Waiter




Kitchen Porter



You play a key role in helping the kitchen to run smoothly, so that clean equipment is availablewhen the chefs need it, and the highest standards of cleanliness and hygiene are maintained atall times. You may also help with the storage of deliveries and ensuring that supplies in the right

418

place when needed. During service, duties may include operating the dish and glass washingmachines, salad preparation, making sandwiches or filled rolls, and helping with soup, maincourse dishes and desserts. You may also be asked to help with simple cooking tasks such asfrying chips, and setting up the food counters. When service is finished, you will complete thecleaning of pots, pans and other equipment, and wash the kitchen floors. Some kitchens hirecontractors for `deep cleaning' of equipment, ventilation equipment, and walls. If not, you will dothis on a regular basis. Working with cleaning agents (many of which are hazardous) requiresvery high levels of safety awareness and care - high standards of hygiene and personalpresentation are essential, and you will be expected to follow safe working practices.





Owner




Porter



Based in reception or at the porter's desk, you will carry guests' luggage, call taxis, take charge ofleft property, answer queries, take messages for guests, sort mail, and look after hotel and roomkeys. It is a job where discretion is valued. You may also sell newspapers, postcards and stamps,

419

book theatre tickets or hire cars for guests, or help housekeeping, restaurant and banqueting staffin setting up rooms and moving larger items of furniture. Safe practices when lifting and movingare essential. In some hotels, the porters help the conference and banqueting department byserving coffees and teas, checking the room is ready, and tidying up meeting rooms while thedelegates are at lunch. You may also help to park guests’ cars. If you are on night duty, you willbe required to provide switchboard cover and an information service as well as checkingcustomers in and out efficiently and accurately calculating accounts. You will be required to followprocedures and instructions to ensure smooth handovers, and maintain standards as directed.You may also be responsible for serving snacks and early breakfasts, and delivering newspapersand wake-up calls to guests. You play a key role in coping with fires or other emergencies,ensuring that help is called promptly and guests evacuated safely, and you also need to be alertto any security threats.

Receptionist




Regional Manager



420


Restaurant Manager




Room Attendant



As a Room Attendant, your job title varies - you may see adverts for “room maids” and“chambermaids” - and the work you undertake depends on the style of the hotel. Whereas it may

421

take an hour or longer to service a luxury suite with a sunken Jacuzzi, it will be much quicker toservice a room with basic furnishings, and you will be expected to cover more within your shift.High standards of cleanliness are extremely important to hotel guests, and a methodicalapproach is essential for you to achieve this. You will need to avoid spreading bacteria from dirtysurfaces to clean ones, and complete all of your tasks within a reasonable time. When you havefinished, the room must look exactly right and welcoming to the guest, with everything in place -toiletries replenished, the mini-bar restocked and so forth. Your duties may also include cleaningpublic areas of the hotel, and this is usually done very early in the morning when no one is about.Special cleaning tasks also have to be done at regular intervals, such as shampooing furnitureand carpets, or damp dusting high surfaces. Guests will expect to see you looking well turned out,to greet them pleasantly and help them with any enquiries they may have. There will beprocedures to follow for lost property, making beds and every other cleaning and servicing task,such as checking the room for faulty or damaged equipment and dealing with customercomplaints. These tasks will vary according to whether or not the room has been vacated. Youmay also be responsible for “self-checking”, which means you must check your own rooms(subject to spot checks by the floor or head housekeeper). In some hotels, the room attendantswork in teams, so that one person strips the beds, another cleans the bathrooms and so on, andyou will need to liaise with reception so they know when rooms are available to re-let. Hygienicworking practices are important to prevent risks to your own health, as are safe working methodswhen using cleaning materials, equipment, and when lifting or moving. Another key concern issecurity: for yourself, the guests, and their property (along with that of the hotel). You will have akey or key card to let you into all the guest rooms in your area, and will be expected to keep thiswith you at all times.

Sales Agent




Sales Executive



As a Sales Executive, your role is to drive business to your facilities; responding to enquiries,negotiating prices, sending out quotes, and following up leads to convert them into bookings Youwill be responsible for promoting the hotel’s facilities to prospective clients and co-ordinating theirevents to ensure business targets for revenue and profits are met. Often, you will act as a mainpoint of contact for clients planning events, and will work closely with conference operations, thefood and beverage management team, rooms division operations, the finance department andexternal suppliers. You will be responsible for your own correspondence, and for meeting clientfood & beverage requests. Maintaining strong relationships with hotel booking agents andbusiness travel agents is an important part of your role, as is maintaining equally strong

422

relationships with corporate and conference accounts - you will need to gain their trust, loyaltyand respect as well as winning their business. A passion for meeting and exceeding customerexpectations is imperative, and you should demonstrate excellent attention to detail. The positionalso requires good telephone communication, office administration and support skills.

Senior Manager




Senior/Sous Chef




Trainee Crew Member

Can also be called: Junior Prep Cook (Preparation Cook), Trainee Food Service Assistant,Trainee Food Preparer, Trainee Drive Thru Window Order Taker, Trainee Catering Assistant


Self-service and fast-food restaurants are popular in situations where work or other commitmentsmean limited time in which to eat, and people's requirements range from a snack to a full meal. Ina junior position, you will experience many different areas of the business, particularly in thepreparation of the restaurant and the food rather than serving customers directly. Your first dutiesof the day will include setting up the restaurant: refilling salt, pepper, sugar, sauces, napkins, trayand cutlery points, making coffee, arranging the display counters with cold drinks and pre-packaged food. Salads, sandwiches, filled rolls, and cold sweets are collected from the kitchen

423

and arranged in the counters. Hygiene standards must also be excellent. During service, you willhave to restock counters as necessary, collecting new dishes of food from the kitchen andreturning empties. Accurate portion control is important. Your duties may include making tea andcoffee, including specialist machines for espresso based drinks, milk shakes and other drinks.You may also undertake some simple cooking and food preparation such as making toast, fryingeggs, grilling burgers, making sandwiches and rolls or assembling various meals. Throughout theshift you will also be tidying and cleaning: the kitchen and counters, tray and waste collectionpoints, tables and chairs, floors, toilets and the entrance, amongst other areas. Customersappreciate friendly, helpful staff, who enjoy giving good service, and take pride in theirappearance and that of the counter and restaurant. Your duties at the end of service may includereturning items to the kitchen, helping with the washing up, cleaning the counters themselves, theservice and customer areas, and restocking cutlery, china and glassware ready for the nextservice.

Waiter




Wine Waiter



As a wine waiter, you have specific responsibilities for the service of wine. You should be able torecommend wines to guests that are suitable for the food they have ordered, the occasion andtheir budget. It is up to you to ensure the wine is served at the correct temperature, in the correctglasses and with suitable ceremony (some wines have to be decanted). You may be asked to

424

make recommendations for the wine list, which involves tasting wine, and coming to a decisionabout whether or not it would be suitable for the menu. You will also be in charge of selling andserving liqueurs, brandies and other after-dinner drinks, and possibly cigars. You will need toliaise closely with other restaurant staff, so that you are on hand to take drink orders and serveguests at the appropriate times. You may also be responsible for briefing restaurant colleagueson the wine list, so that they can promote particular wines and advise customers The wine checkmust be passed to the restaurant cashier or whoever makes up the bill for the guest. In somelarge restaurants, the wine waiter is a member of the management team, involved in choosingand buying wines, putting together the wine list, training the serving staff to sell and serve thewines, and briefing them on which wines suit the day's specials.





11.11 Case studies





Fast Food Service AssistantSource: www.connexions-direct.com

425








11.12 FAQs




Q: Don’t you have to work unsociable hours though?

426

A: Well, this is a service industry which means that in some roles you’ll be expected to workwhilst the ‘9-5’ aren’t working. So, if you work behind a bar or in a restaurant, the chances arethat your busiest periods will be in the evenings and at weekends. However, there are manyother job roles (such as more strategic, managerial positions) which are office-based where you’dbe working on a more conventional 9-5 basis.







427

11.14 Hospitality services regional information

11.14.1 Hospitality services East Midlands. - Key regional variations for sub-sector,employment and labour market trends and forecasts, and skill shortages.


• There are approximately 17,400 people working in the hospitality services sector in this region• 49 percent work on a full time basis, whilst 51 percent work part time• There are a greater number of women working in the sector (67 percent) than men (33percent)



16-19 6%

20-24 11%

25-29 8%

30-34 10%

35-39 11%

40-44 17%

45-49 6%

50-54 11%

55-59 9%

60-64 7%

65-69 2%

70+ 1%




NVQ Level 4 13%

NVQ Level 3 30%

NVQ Level 2 32%






White 95%


428




East Midlands




Chefs, cooks 18,700








change

2008 2013 2017 2008-2017




429


• Skill shortages





430

11.14.2 Hospitality services East of EnglandKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 17,500 people working in the hospitality services sector in this region• There is a roughly even split between those working full time and those working on a parttime basis• There are a greater number of women working in the sector (74 percent) than men (26percent)



16-19 14%

20-24 13%

25-29 14%

30-34 5%

35-39 10%

40-44 5%

45-49 14%

50-54 3%

55-59 7%

60-64 10%

65-69 5%

70+ 0%




NVQ Level 4 5%

NVQ Level 3 18%

NVQ Level 2 37%






White 97%


Total 100%

431




Eastern




Chefs, cooks 23,000








change

2008 2013 2017 2008-2017






432

• Skill shortages





433

11.14.3 Hospitality services LondonKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 22,000 people working in the hospitality services sector in this region• 48 percent work on a full time basis, whilst 52 percent work part time• There are roughly an equal number of men and women working in the sector



16-19 12%

20-24 4%

25-29 15%

30-34 16%

35-39 5%

40-44 5%

45-49 10%

50-54 4%

55-59 13%

60-64 5%

65-69 10%

70+ 0%




NVQ Level 4 24%

NVQ Level 3 19%

NVQ Level 2 22%






White 58%



434



London




Chefs, cooks 39,700








change

2008 2013 2017 2008-2017





• Skill shortages

435





436

11.14.4 Hospitality services North EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 13%

20-24 16%

25-29 10%

30-34 1%

35-39 10%

40-44 14%

45-49 6%

50-54 23%

55-59 0%

60-64 0%

65-69 7%

70+ 0%




NVQ Level 4 11%

NVQ Level 3 40%

NVQ Level 2 30%






437

North East



Chefs, cooks 8,400








change

2008 2013 2017 2008-2017





• Skill shortages



438



439

11.14.5 Hospitality services North WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 16%

20-24 17%

25-29 1%

30-34 5%

35-39 9%

40-44 16%

45-49 10%

50-54 11%

55-59 5%

60-64 6%

65-69 2%

70+ 1%




NVQ Level 4 11%

NVQ Level 3 29%

NVQ Level 2 40%






440





Chefs, cooks 26,300








change

2008 2013 2017 2008-2017






• Skill shortages


Proportion of employers with vacancies: 14%Proportion of employers with vacancies they’re finding difficult to fill: 5%Proportion of employers with vacancies they can’t find people with the right skills for: 3%

441

Proportion of current workforce not fully proficient in their jobs: 10%



442

11.14.6 Hospitality services South EastKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages


• There are approximately 32,400 people working in the hospitality services sector in this region• 48 percent work on a full time basis, whilst 52 percent work part time• There is a roughly even split of male and female workers in the sector



16-19 15%

20-24 22%

25-29 7%

30-34 7%

35-39 4%

40-44 9%

45-49 4%

50-54 11%

55-59 14%

60-64 4%

65-69 3%

70+ 3%




NVQ Level 4 12%

NVQ Level 3 34%

NVQ Level 2 28%






White 93%



443



South East




Chefs, cooks 37,200








change

2008 2013 2017 2008-2017






444

• Skill shortages





445

11.14.7 Hospitality services South WestKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 19%

20-24 10%

25-29 10%

30-34 3%

35-39 11%

40-44 10%

45-49 14%

50-54 3%

55-59 6%

60-64 11%

65-69 1%

70+ 2%




NVQ Level 4 8%

NVQ Level 3 27%

NVQ Level 2 34%






White 95%



446



South West




Chefs, cooks 18,100








change

2008 2013 2017 2008-2017







447

• Skill shortages





448

11.14.8 Hospitality services West Mids.Key regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 11%

20-24 15%

25-29 7%

30-34 14%

35-39 11%

40-44 11%

45-49 7%

50-54 13%

55-59 6%

60-64 5%

65-69 1%

70+ 0%




NVQ Level 4 12%

NVQ Level 3 39%

NVQ Level 2 34%






White 94%



449



West Midlands




Chefs, cooks 18,300








change

2008 2013 2017 2008-2017







450

• Skill shortages





451

11.14.9 Hospitality services Yorkshire and the HumberKey regional variations for sub-sector, employment and labour market trends andforecasts, and skill shortages





16-19 13%

20-24 19%

25-29 9%

30-34 3%

35-39 8%

40-44 9%

45-49 8%

50-54 13%

55-59 8%

60-64 11%

65-69 0%

70+ 0%




NVQ Level 4 8%

NVQ Level 3 35%

NVQ Level 2 27%






White 96%



452








Chefs, cooks 19,900








change

2008 2013 2017 2008-2017







453

• Skill shortages





hospitality, leisure, travel & tourism the sector skills ... sector skills council for...

Documents