HUMAN RESOURCE PLANNING Midland Terraces

A. Human Resource Requirements

Operations Manager

Secretary

Food and Beverage Division

General Services Division

Front Office Division

Security Division

Cashier

Janitors (2)

Reservation/ Information Officer

Security Guards (2)

Waiters (2)

Gardener (1)

Room boy

Cook (1)

Lifeguard (1)

Laundry Personnel

Helpers (2)

Pool Attendant (1)

Maintenance (On-call)

B. Job Descriptions and Qualifications A. Operations Manager

Education Degree in Hospitality, Tourism or Business preferably and an advantage for masters degree holder. Work Experience Two years experience in the hotel and venue management industry ( in lieu of the experience a post-graduate study in business can be considered) Skills/ Work Ethics/ Personality Comprehensive understanding on organizational and governance structure, and general policies and regulations in Hotel and resort industry Interpersonal and communication skills Leadership and management skills Teambuilding skills Excellent judgment skills Strong-willed Decisive y y y y y y y Typical Activities y planning and organizing accommodation and other resort services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure; maintaining statistical and financial records; setting and achieving sales and profit targets; analyzing sales figures and devising marketing and revenue management strategies; recruiting, training and monitoring staff; planning work schedules for individuals and teams; meeting and greeting customers; dealing with customer complaints and comments; addressing problems and troubleshooting; ensuring events and conferences run smoothly; supervising maintenance, Job Functions and Descriptions Responsible for the day-to-day management of the resort and its staff. He has commercial accountability for budgeting and financial management, planning, organizing and directing all resort services, including front-of-house (reception, concierge, reservations), food and beverage operations and housekeeping. He often have a specific remit (guest services, accounting, marketing) and make up a general management team. While taking a strategic overview and planning ahead to maximize profits, he must also pay attention to the details, setting the example for staff to deliver a standard of service and presentation that meets guests' needs and expectations.

y y y

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supplies, renovations and furnishings; dealing with contractors and suppliers; ensuring security is effective; carrying out inspections of property and services; ensuring compliance with licensing laws, health and safety and other statutory regulations.

B. Cashier
Education Graduate of any 4 year course preferably business course. Work Experience 6 months cashiering experience. Skills/ Work Ethics/ Personality Well verse with cash management and the related internal control Exposed to the different possible investment opportunities Computer literate particularly Excel and other related software Excellent verbal and written communication skills Honest y Typical Activities y y Compute and record totals of transactions. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners. Greet customers entering establishment. Issue receipts, refunds, credits, or change due to customers. Job Functions and Descriptions The cashier asks the patron if the meal was acceptable and assists with any last-minute service issues. She takes the bill from a customer, rings it up on the cash register and accepts payment. She processes credit cards, takes cash and makes change. She is responsible for the money in the cash register and must account for it at the end of her shift. She often acts as hostess and shows patrons to their tables, especially during busy times. She also completes some chores such as wiping off menus and is expected to keep their working area neat and tidy.

y y

Compile and maintain nonmonetary reports and records. Keep periodic balance sheets of amounts and numbers of transactions.

C. Secretary
Education At least a graduate of a 2 year course. Work Experience Fresh graduate is acceptable but an experience as an administrative assistant or secretary a plus factor. Skills/ Work Ethics/ Personality Excellent organizational and communication skills, both written and verbal Excellent knowledge of Microsoft Office and other computer skills Ability to work well and prioritize in a fast paced multi-project environment with a high level of detail and accuracy Presence and personal credibility to quickly establish successful relationships High degree of judgment, problem solving and independent thinking Typical Activities  prepare and manage correspondence, reports and documents organize and coordinate meetings, conferences, travel arrangements take, type and distribute minutes of meetings implement and maintain office systems maintain schedules and calendars arrange and confirm appointments organize internal and external events handle incoming mail and other material set up and maintain filing systems set up work procedures collate information maintain databases communicate verbally and in writing to answer inquiries and provide information Job Functions and Descriptions The Secretary must read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution. She must open, sort and distribute incoming correspondence which also includes faxes and emails. She must also meet visitors and determine whether they should be given access to specific individuals. There is some correspondence that is routine and she may respond to all these types of correspondence. She is the one who does such things as ordering supplies, maintaining records and performing basic bookkeeping.

          

 

 

liaison with internal and external contacts coordinate the flow of information both internally and externally operate office equipment manage office space

D. Reservation and Information Officer

Education Graduate of Hospitality. Tourism or Business Course. Work Experience 6 months experience in a hotel or resort. Skills/ Work Ethics/ Personality Pleasing Personality Ability to work well and prioritize in a fast paced multi-project environment with a high level of detail and accuracy Presence and personal credibility to quickly establish successful relationships High degree of judgment, problem solving and independent thinking Typical Activities y Answers inquiries regarding such as accommodations, reservations, policies and procedures. Confer with customers to determine the service requirements. Contact customers to confirm reservations. Plan accommodation details. Gather and compile visitor statistics. Job Functions and Descriptions Receiving request from tourists / Travel agents then build up products /services suitable to the request, making quotation for the product / services and communicate clients / travel agents to give them offer. Making Reservation of accommodation, services with service providers based on client s booking or client s itinerary. Coordinate with operations manager for arranging service requirements, with accounting department for payment.

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E. Waiter Daily Tasks: 1. Check patrons' identification in order to ensure that they meet minimum age requirements for consumption of alcoholic beverages. 2. Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff. 3. Take orders from patrons for food or beverages. 4. Check with customers to ensure that they are enjoying their meals and take action to correct any problems. 5. Serve food and/or beverages to patrons; prepare and serve specialty dishes at tables as required. 6. Prepare checks that itemize and total meal costs and sales taxes. 7. Remove dishes and glasses from tables or counters, and take them to kitchen for cleaning. 8. Present menus to patrons and answer questions about menu items, making recommendations upon request. 9. Inform customers of daily specials. 10. Clean tables and/or counters after patrons have finished dining. 11. Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine. 12. Explain how various menu items are prepared, describing ingredients and cooking methods. 13. Prepare tables for meals, including setting up items such as linens, silverware, and glassware. 14. Perform food preparation duties such as preparing salads, appetizers, and cold dishes, portioning desserts, and brewing coffee. 15. Stock service areas with supplies such as coffee, food, tableware, and linens. 16. Garnish and decorate dishes in preparation for serving. F. Cook Daily Tasks: 1. 2. 3. 4.
Inspect food preparation and serving areas to ensure observance of safe, sanitary food-handling practices. Turn or stir foods to ensure even cooking. Season and cook food according to recipes or personal judgment and experience. Observe and test foods to determine if they have been cooked sufficiently, using methods such as tasting, smelling, or piercing them with utensils.

5. Weigh, measure, and mix ingredients according to recipes or personal judgment, using various kitchen utensils and equipment. 6. Portion, arrange, and garnish food, and serve food to waiters or patrons. 7. Regulate temperature of ovens, broilers, grills, and roasters. 8. Substitute for or assist other cooks during emergencies or rush periods. 9. Bake, roast, broil, and steam meats, fish, vegetables, and other foods. 10. Wash, peel, cut, and seed fruits and vegetables to prepare them for consumption. 11. Estimate expected food consumption; then requisition or purchase supplies, or procure food from storage. 12. Carve and trim meats such as beef, veal, ham, pork, and lamb for hot or cold service, or for sandwiches. 13. Coordinate and supervise work of kitchen staff. 14. Consult with supervisory staff to plan menus, taking into consideration factors such as costs and special event needs. 15. Butcher and dress animals, fowl, or shellfish, or cut and bone meat prior to cooking. 16. Keep records and accounts. 17. Plan and price menu items. G. 1. 2. 3. 4. 5. 6. 7. Helper
Wash dishes, glassware, flatware, pots, and/or pans using dishwashers or by hand. Clean garbage cans with water or steam. Maintain kitchen work areas, equipment, and utensils in clean and orderly condition. Place clean dishes, utensils, and cooking equipment in storage areas. Prepare and package individual place settings. Sort and remove trash, placing it in designated pickup areas. Sweep and scrub floors.

H. Janitor
1. Must keep the floors clean by sweeping, mopping, scrubbing or vacuuming them. 2. In charge of gathering trash and emptying it in the main containers to be picked up by trash collectors. 3. In charge of servicing, cleaning and supplies the bathrooms. 4. In charge of most all of the cleaning and keeping of the building.

I. Gardener
1. 2. 3. 4. 5. J.
1. 2. 3. 4. 5. 6. 7. 8. 9.

Maintain and take care of the nursery of the resort. Will ensure that the soil he is working with is of the right quality and in good condition. He may also plant flowers, trim shrubs and trees, and water, feed and transplant. Laying down soil moisturizers. Cut and water lawns, remove dead leaves. Pool Attendant
Arrive 10 minutes before the shift begins. Unlock the entrance to the pool, the pump room, and the restroom. Check to ensure that all equipment is functioning properly. Check and maintain the Color, Chemistry, and Clarity of the pool water. Complete the opening, mid-day, and closing duties checklist. Clean and maintain the pool deck throughout the shift. Clean and maintain restroom throughout the shift. Develop and maintain a friendly relationship with members of the pool. Maintain pool cleanliness, safety, and guest relationships by hourly walks around the deck and pool.

K. Laundry Personnel 1. To provide professional laundry and dry cleaning service to guests, crew and departments on board and within the limits of established company
policy and procedures.

L. Room Boy
1. Clean and service assigned rooms or areas according to established standards and procedures including making bed, dusting, vacuuming, cleaning and sanitize bathrooms, removing trash. May include cleaning of kitchen areas, room refrigerator, coffee author, cups, eyeglasses, silverware.

M. Security Personnel
1. Patrol industrial and commercial premises to prevent and detect signs of intrusion and ensure security of doors, windows, and gates. 2. Answer alarms and investigate disturbances. 3. Monitor and authorize entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises. 4. Write reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences. 5. Call police or fire departments in cases of emergency, such as fire or presence of unauthorized persons. 6. Circulate among visitors, patrons, and employees to preserve order and protect property. 7. Answer telephone calls to take messages, answer questions, and provide information during non-business hours or when switchboard is closed. 8. Warn persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary. 9. Operate detecting devices to screen individuals and prevent passage of prohibited articles into restricted areas. 10. Escort or drive motor vehicle to transport individuals to specified locations and to provide personal protection. 11. Inspect and adjust security systems, equipment, and machinery to ensure operational use and to detect evidence of tampering. 12. Drive and guard armored vehicle to transport money and valuables to prevent theft and ensure safe delivery. 13. Monitor and adjust controls that regulate building systems, such as air conditioning, furnace, or boiler.