Did You Know? The takings from accommodation [with 15 or more rooms] for the June Quarter 2016 was $2,633.3 million The room occupancy rate (%) was 66.6 (Source: Australian Bureau of Statistics)

Hotel Service Managers supervise and coordinate the activities of hotel service workers. The Hotel Service Manager reports to the Hotel Manager. They are responsible for managing the front office operations whilst working cohesively with the housekeeping and maintenance departments. The Hotel Service Manager displays a strong sense of commitment to customer service, team camaraderie, impeccable attention to detail and the compassion.

ANZSCO ID: 4314

Alternative names: Hotel Service Supervisor, Guest Service Manager, Operations Manager,

Specialisations: Front Office Manager (Hotel), Head Housekeeper, Head Porter (Hotel), Hotel Concierge, Hotel Office Manager

Knowledge, skills and attributes 

• Be immaculately presented

• Focused and passionate about guest service

• Well organized, with attention to detail

• Team oriented and able to work under pressure

• Have a pleasant and out going personality

• Previous experience in a supervisory role within an accommodation hotel or resort.

• Demonstrated knowledge of Front Office systems and the Microsoft Office suite of products.

• A level 2 First Aid Certificate and Responsible Service are desirable; you will need to be prepared to obtain these if you do not currently have them.

• You will be available to work varied shifts from early mornings to late evenings, including weekends and Public Holidays as per our business demands.

• Ability to demonstrate a commitment to outstanding customer service.

• Well presented with excellent communication and interpersonal skills.

(Source: Your Career)

Duties and Tasks

• determining work requirements and allocating duties to Commercial Housekeepers, Luggage Porters and Doorpersons

• conferring with managers to coordinate activities with other organisational units

• maintaining attendance records and rosters

• explaining and enforcing safety regulations

• overseeing the work of the unit and suggesting improvements and changes

• conferring with workers to resolve grievances

• may perform front office and hotel reception duties

• manage the Hotel Front Office Operations

• provide sound leadership through effective management and training

• manage the guest recovery initiatives

• ensure total guest satisfaction through the delivery of consistent service excellence.

• anticipate and resolve problems, which may impact on guest service. Own, act and resolve guest complaints professionally and effectively.

• the operational efficiency of the front office department, including effective people management, maximising revenue opportunities and maintaining cost controls.

• be accountable for effective supervision, training and coordination of the front office team, ensuring exceptional customer service is delivered at all times.

• oversee the safety and security of all guests, team members and hotel's assets.

• ensure daily front desk tasks are actioned and completed

• attend to guest enquiries, requests and follow up if required

• managing the roster and payroll financials

• work with the Hotel Manager to maintain the building and to develop your career.

• use your extensive knowledge in hotel operations to ensure all policies and procedures are adhered to.

• manage the hotel in the absence of Manager.

Education and training/entrance requirements

A Certificate III including at least 2 years of on-the-job training, or a Certificate IV, or at least 3 years of relevant experience, is usually needed. Even with a qualification, experience or on-the-job training is usually needed.

 

Porters carry luggage for guests in hotels and motels, and for passengers in transport terminals. They also show guests to their rooms, berths or cabins, and provide other guest services.

ANZSCO ID: 431912

Alternative names: Doorperson, Bellhop, Bellboy, Luggage Person, Luggage Porter

Knowledge, Skills and Attributes  

• enjoy working with people

• neat personal appearance

• alert and perceptive

• good interpersonal skills

• able to cope with the physical demands of the job

• able to communicate effectively in English

• good knowledge of the local area

(Source: was at ExpertFlyer)

Duties and Tasks

Porters may perform the following tasks:

• take baggage, tag it and give identification slips to guests or passengers

• load or unload luggage and take it to the receiving area

• carry luggage and show incoming guests to rooms

• explain details of hotel room services and facilities to guests as they arrive

• provide maps and organise taxis and transportation for guests

• carry the luggage of departing guests to cars, buses or taxis

• talk with transport carriers to make travel arrangements and retrieve lost luggage

• page guests and run errands

• park and retrieve guest vehicles

• maintain cleanliness and appearance of the front of house area
  

Education and training/entrance requirements

You can work as a porter without formal qualifications. You will probably get some informal training on the job. You can also become a porter through a traineeship in Hospitality. Entry requirements may vary, but employers generally require Year 10.

Additional Information

The ability to speak a second language may be an advantage. A current drivers licence is required for valet parking of guest vehicles. Once you are employed, you may be able to develop, and have recognised, additional skills under the Tourism, Travel and Hospitality Training Package that will expand your career opportunities within this industry.

Room attendants clean and maintain rooms in hotels, motels and other places of accommodation. Commercial Housekeepers clean, vacuum and mop floors, make beds, and restock mini bars and bathroom supplies in hotel and motel rooms, and other commercial premises.

Commercial housekeepers use vacuum cleaners to clean carpets; clean, dust and polish furniture and fittings, and sweep and mop wet areas. They also clean and disinfect toilet and bathroom areas. They  may also restock fridges and tea/coffee supplies, and be required to clean walls, windows, and  hallways.

Housekeepers are responsible for maintaining a standard of cleanliness throughout a hotel or other hospitality venue. They clean individual hotel rooms as well as the common areas. Housekeepers within the hospitality industry make beds, do laundry, clean bathrooms, stock linens, and more.

Being a housekeeper requires some physical stamina because you often have to lift heavy loads and be on your feet most of the day.

Maid with cleaning & linen trolley
(Source: The Atlantic)

  
ANZSCO ID & Description: 811411: Cleans, vacuums and mops floors, makes beds, and re-stocks mini bars and bathroom supplies in hotel and motel rooms and other commercial premises.

   
Alternative names: Housekeeper, Commercial Housekeeper, Attendant (Room), Cleaner (Room), Hotel/Motel Room Attendant; Director of Housekeeping; Director of Operations; Executive Housekeeper; Housekeeping Aide; Housekeeping Supervisor; Lead Housekeeper; Maid, Chambermaid,
  

Specialisations: Industrial Cleaner

 

Knowledge, skills and attributes       

• enjoy practical work

• to enjoy cleaning

• to be methodical

• neat personal appearance

• good personal hygiene

• honest and reliable

• able to cope with the physical demands of the job

• able to stay calm in difficult situations    

 

Duties and Tasks

Room attendants may perform the following tasks:

• check that rooms have been vacated before cleaning

• cleans the interior of buildings and the immediate outside areas.

• make beds daily and change bed linen

• sweeps, mops and polishes floors, vacuums and shampoos carpets, and cleans curtains and upholstered furniture.

• dusts and polishes furniture, fixtures and fittings

• picks up rubbish, empties garbage containers, and takes contents to waste areas for removal.

• clean bathrooms and supply with fresh towels and toiletries

• maintains kitchens, washing dishes and cooking utensils, and cleaning appliances, cupboards, counters, pantries and floors

• check and restock tea, coffee, sugar, milk and mini bar supplies and replenishing items such as drinking glasses, writing equipment, linen and groceries

• make sure that televisions, radios, lights and air conditioning equipment are working

• report to a supervisor if articles are left behind by guests, if there is damage to rooms or if any items appear to have been stolen

• take laundry and dry cleaning orders from guests

Working conditions

Working conditions and hours vary greatly, depending on where room attendants work. A commercial housekeeper would normally work 38 hours per week, Monday to Friday. However they may need to be work shifts, start early in the morning, or on the weekend if required. The work is not usually physically demanding, but lifting, carrying and bending are involved.

 

Tools and technologies

Room Attendants use domestic cleaning appliances such as vacuum cleaners and mops, and smaller cleaning implements like cleaning rags and dusters. They are often required to use chemical cleaning agents. Depending on the area they work in commercial housekeepers may need to be proficient in using specialised cleaning tools such as pressure cleaners.

 

Commercial Housekeeper
(Source: Your Career)

 

Education and training/entrance requirements

You can work as a room attendant without formal qualifications. You will probably get some informal training on the job. You can also become a room attendant through a traineeship in Cleaning Operations, Holiday Parks and Resorts or Hospitality. A certificate II or III in cleaning operations might be helpful. The Certificate III in Asset Management (Cleaning Operations) is offered at TAFE Colleges and other registered training organisations throughout Australia.

​You can also become qualified to work as a commercial housekeeper by completing a traineeship in cleaning operations. The traineeship normally takes between 6 and 12 months to complete.

Entry requirements may vary, but employers generally require Year 10.

Employment Opportunities

Once you are employed, you may be able to develop, and have recognised, additional skills under the Property Services or Tourism, Travel and Hospitality Training Packages that will expand your career opportunities within these industries.

Room attendants are employed by individual hotels, motels or guest houses, or by companies that operate a chain of establishments. Most room attendants work in capital cities and surrounding suburbs or in country centres where there are tourist resorts.

Demand for room attendants depends on growth in the tourism and travel industries. As turnover is relatively high, there is generally a constant demand to replace those leaving the job.

With experience, and sometimes further training, it is possible to progress to supervisory levels and to the position of executive housekeeper.

Publicans or licensees manage licensed premises such as bars, clubs, pubs, hotels or licensed restaurants that need a licence to operate and sell alcohol. They not only operate bars and are in charge of the sale of alcoholic and non-alcoholic drinks, they are in change of sticking to the strict laws around the sale of alcohol. Often licensees do administrative work on behalf of the business owners such as bookkeeping, invoicing and managing staff wages. They must also keep the establishment up to date on all appropriate health, safety and legal requirements.
  
Licensees manage the relationships with alcohol suppliers and are in charge of stocktaking and reordering the different supplies needed for the venue. They need to manage the team that works with them and be able to communicate well with them, as well as any business owners and patrons.
  
Licensees needs to not only run and manage the establishment as a business but also work serving drinks and deal with customers.

ANZSCO ID: 141311

Alternative names: Pub Owner, Pub Manager,

Specialisations: Club Manager [under Croupier]
  

Knowledge, skills and attributes     

To become a publican or licensee, you would need:

• excellent customer service skills

• the ability to manage staff

• good written and spoken communication skills

• the ability to communicate with people at all levels

• business skills

• tact and diplomacy

• stamina to work long hours

• an understanding of laws regarding the sale and service of alcohol.      

Matt Dillon, Publican, Andergrove Tavern
(Source: Courier Mail)

Duties and Tasks

As a publican or licensee, you would:

• manage a licensed establishment on behalf of owners or leaseholders

• run the licensed establishment according to health, safety and legal requirements

• organise deliveries and undertake stock-takes

• stock and maintain bar areas

• manage wages and accounts

• liaise with breweries and alcohol suppliers

• enforce the law on the sale of alcohol on your premises.
  

Working conditions

Bars, clubs, pubs, hotels and restaurants have one thing in common – the operating hours. The role requires lots of energy and stamina as it involves long hours, late nights, weekends and public holiday shifts. Most of your shifts would be spent standing and would involve some lifting and carrying of supplies.

Licensed establishments can be very noisy and busy. You would be on your feet for most of your shift, and your work may involve carrying crates and moving barrels at times.
  

Education and training/entrance requirements

To become a publican or licensee, you do not need formal qualifications. Most publicans or licensees have broad experience in the hospitality or tourism industry, and have run or managed licensed drinking or dining establishments before becoming the primary publican or licensee / licence holder.

You would need to hold the correct class of licence for the type of establishment you are running or managing. Licensing arrangements differ slightly from state to state. To serve alcohol in licensed premises, you must also hold a Responsible Service of Alcohol certificate. You would also be required to hold a National Police Certificate.

Employment Opportunities

Employment of publicans or licensees is projected to grow about as fast as the average for all occupations.

Job growth will occur as higher disposable incomes mean that people will dine out and socialise more outside the home, resulting in the need for more licensed dining and drinking establishments.

 

Beverage systems technicians install and maintain drinks systems in hotels, pubs, bars, restaurants, and other places where drinks are served. This occupation is found in the engineering sector working in the hospitality, retail, leisure and catering industries, in a variety of venues that serve soft-drinks and/or alcoholic beverages to the public on a daily basis, including public houses [Pubs], bars, clubs, retail outlets, leisure centres, hotels, festivals/events, clubs, schools, cinemas, theatres, stadiums and many more. Drinks dispense technicians may work directly for a brand owner or brewery, or contractors that provide engineering services work on their behalf. The broad purpose of the occupation is responsibility for the installation and maintenance of drinks dispense systems. The aim is to build, install, maintain and repair complex drinks dispensing equipment to ensure that their customer can, in turn, deliver drinks of the right specification and quality to their customers.

ANZSCO ID: 399999
   
Alternative names: Draught Beer Dispensing Systems Technician, Drinks Dispense Technician, Soft Drinks Engineer,
    
Specialisations: Some drinks dispense technicians will specialise in certain types of drinks and/or brands, whilst others will work across a wide spectrum, for example beer, wine, cider, nitrogenated coffee and soft-drinks.
  
Knowledge, skills and attributes

The role involves the application of a broad range of knowledge and skills; including fault-finding, plumbing, electrical, refrigeration, gas pressure systems and pipework. Tasks are often complex and non-routine requiring the technician to identify and initiate the appropriate solution; problem solving, use of diagnostic skills and own initiative will be needed to address out of specification issues that may be encountered.
    
To become a beverage systems technician, you would need:

• to enjoy technical work

• practical ability

• joinery or machinery fitting / assembly skills

• the ability to use hand or power tools

• the ability to work using your own initiative

• good problem solving skills.

(Source: Barons Beverage Services)

Duties and Tasks

An essential part of the role is informing, educating and providing guidance to the customer in equipment use, beverage quality and delivery of the perfect pour. An employee in this occupation will be responsible for planning tasks and the resources required in response to schedules, ensuring the quality and accuracy of work carried out. They have the authority to determine the action required in relation to the drinks dispense system in a venue; including shut down. They will need to make informed judgements and decisions, taking account of the situation.
   
As a beverage systems technician, you would fit:

• check the client's premises to make sure the system is suitable to install

• determine the parts needed to fit the system

• conduct surveys of sites to determine labour, equipment and processes required to complete specified tasks.

• install equipment required for the provision of a complete drinks dispense system; for example, installation of a drinks dispense system in a newly built outlet or refurbished outlet.

• install additional equipment to dispense a product on an existing system; for example, an extra product line or a brand product change.

• remove and decommission redundant equipment, enabling asset management and reuse, refurbishment or disposal, as necessary.

• conduct maintenance, servicing and repairs to drinks equipment ensuring continuity and quality of dispense, in line with brand owners’ specifications.

• provide information and guidance to key stakeholders and end-users of the system.

• build trusting relationships and offer excellent customer service to all key stakeholders; for example, Licensee, brewers, brand owner.

• complete documentation associated with the specified job and process or communicate in the correct manner/to the correct person; for example, complete of a job sheet.

• plan daily tasks/schedule; for example, route planning; equipment and stock required, and carrying out of vehicle checks.

• monitor and manage product and equipment, maintaining and promoting the quality of dispensed products; for example, destruction of unsaleable product.

• maintain product lines - removing foreign bodies and ensuring the quality of the product

• keep an accurate record and control of company assets in transit and within the customer’s premises; for example, equipment, tools and vehicle.

• test equipment and product, train the end user and complete documentation for handover to customer.

• fit the system, including installing into existing joinery

• train staff in how to use the equipment

• maintain existing equipment and fix any problems

• follow health and safety guidelines in installation and maintenance of equipment.

(Source: Barons Beverage Services)

Working conditions
   
You would typically work a standard number of hours per week, but may have to respond to call-outs at all hours. You would usually be based at a workshop or depot, and would travel to customers to install dispensing systems. On site, you might work in cellars, storerooms or in a bar area. Conditions may be cold or cramped. You would be on your feet for a lot of the time and may need to carry heavy equipment. You would need a current drivers' licence.
  
Product sampling may be required. Depending on the work required, they may spend the day at one venue or working across a number of outlets, working to deadlines. It will often involve working in confined spaces, such as a cellar. They may be working on the dispense system as a whole, or on certain parts, such as the python (pipework composite encompassing capacity for multiple product lines and temperature control), coolers or dispense fonts.
  
In their daily work, an employee in this occupation interacts with venue staff for example managers, service staff and site security; other drinks dispense Technicians; colleagues, for example operations managers, call centre staff, quality managers and logistics managers; and members of the public. They work autonomously, responsible for adhering to health & safety, current legislation, asbestos guidelines, and, working at height regulations. They are responsible for asset management, including vehicle, tools, specialist equipment and devices. Technicians will self-manage work load and flow and will typically report to a Technical Manager. Depending on the size of the project Technicians may have responsibility for leading and supervising a team of Technicians. When working on new builds/renovations, they may interact with site supervisors and other trades for example plumbers and electricians.

Tools and technologies

Beverage Systems Technicians need to know about the System Specifications for example, keg, cask, soft drinks, nitro coffee, frozen, carbonated, manufacturer specifications, temperature, gas type, flow speed, couplers, post-mix; what they are, the effects they have and how to use them.

As well as:

• Brand/Drink Specifications including pipework and plumbing, temperature, gas pressures, fluid mechanics/dynamics, management, composition, characteristics, brewing process, ingredients, cask ale conditioning, manufacturers’ specification, stock rotation; what they are and how to use them.

• Electrical Systems including polarity testing, codes, Portable Appliance Testing (PAT), use of a multimeter; principles of electricity, voltage, types of current: Alternating Current/Direct Current (AC/DC).

• Refrigeration principles, types of refrigerant, integral and split systems, requirements relating to hydrochlorofluorocarbons (HCFCs), both gas and water cooled systems including icemakers.

• Drinks Dispense System Pipework including different materials, joints and routing; requirements including length and building restrictions.

• Proper tool usage including hand tools, power tools, carbonation tester, refractometer, ratio cup, gas monitors, hygrometer, pressure gauges, CO2 monitors, correct/appropriate tool selection.  

• Cleaning (Line & Glass) including different systems, symptoms of infected/contaminated line, cleaning process, health and safety dangers, fault-finding, effect of bacteria in lines, the need for effective pest control around products and manufacturers guidelines.

(Source: Beverage Systems Inc)

Education and training/entrance requirements
   
You may not need any qualifications to start work as a beverage systems technician, although it may be an advantage if you had experience in engineering, electrical work, fitting & turning or the brewing industry.

Employment Opportunities

Employment opportunities for beverage system technicians are expected to increase. Continuing growth in the number of food and beverage outlets and the number of people eating outside of their homes are expected to stimulate this growth.

Sustained growth in global tourism with increasing personal incomes in emerging countries, and an ageing population is also adding to the demand for hospitality and leisure facilities offering food and beverages.

Butlers provide personal services including managing a household, valet services, chauffeuring and serving at formal meals.

Personalized Butler services extend beyond table service and opening doors. A Butler will also oversee a small staff, supervise vendors, and provide concierge services for the residence. A wide knowledge of cuisine, wine, and mixology is also required. Perhaps most importantly, he or she needs to be able to anticipate the unique and ever-changing needs of the principal. The individual is a reflection of the employer so it is important that they are not only trained in all aspects of personal service but also formal etiquette.

ANZSCO ID: 451899
  
Alternative names: Majordomo, Butler Administrator, House Manager, Staff Manager, Chief of Staff, Head of Household Staff,
    
Specialisations:

A Corporate Butler can be invaluable to busy offices and Executives. They not only impress clients but they help to keep the office productive. An Office Butler will coordinate luncheons, set-up conference rooms, assist with inventories, ensure hospitality standards, and (importantly) provide staff with caffeine.

Acting as Valet
A professional Butler may also be required to act as a detailed Valet or a “gentleman’s gentleman.” Duties centre around the appearance, presentation, and preparedness of the principal whether for daily needs or travel needs. Responsibilities include wardrobe management, maintain sleeping quarters, inventory personal items and accessories, grooming, pack/unpack for travel, and light housekeeping.

  
Knowledge, skills and attributes

To become a butler, you would need:

• tact, loyalty and discretion

• an understanding of formal etiquette

• excellent communication skills

• strong organisational skills

• a broad range of household management skills

• the ability to work with a wide range of people.

(Source: Pavillion Agency)

Duties and Tasks
  
As a butler, your duties would vary depending on your employer, but you might:

• manage a household and staff

• manage your employer's diary, and book restaurants and travel

• organise and prepare meals

• serve at dinners and social functions

• perform chauffeuring and valet duties

• look after house guests.

Working conditions

Your working hours will depend on your employer. There are likely to be times when you will need to work long and unsocial hours.

You could work for organisations like embassies, luxury hotels and cruise ships, or for wealthy individuals in private households.

If you are working for a private employer as part of a small staff group, you may be working alone for long periods of time. You may also need to adapt to cultural differences if you are working for an overseas employer.

   
Education and training/entrance requirements

You don't need any specific qualifications to become a butler. There are a number of private courses available which teach traditional butler skills, and may help you to find employment through work placements. It will help if you have some knowledge or experience of the hospitality or personal services industries before you begin a butlering course.

You will need good IT skills, and to be comfortable using devices such as smartphones, laptops and tablets.

Being able to speak a second language may also be useful in finding work with clients whose first language is not English.

You will usually need a full drivers’ licence as your work may involve chauffeuring services.


Employment Opportunities

This is a very small and specialised occupation. Butlers often gain employment through recommendations or through placements as a result of undertaking private courses.

 

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Last updated 8 September 2024

Material sourced from
Jobs & Skills WA [Hotel or Motel Manager; Commercial Housekeeper;]
CareersOnline [Porter; Room Attendant; ]
Web Archive Only - CareerHQ [Publican or Licensee; How to become a Publican or Licensee; Beverage Systems Technician; Butler; ]
Pavillion Agency [Butler; ]
Seek [Guest Service Manager; Duty Manager; ]
Institute for Apprenticeships [Drinks Dispense Technician; ]
Your Career [Hotel Service Manager; Commercial Housekeeper; ]