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Sub-major Group

14 Hospitality, Retail and Service Managers

ANZSCO - Australian and New Zealand Standard Classification of Occupations
Reference period
2021

14 Hospitality, Retail and Service Managers

Hospitality, Retail and Service Managers organise and control the operations of establishments which provide accommodation, hospitality, retail and other services.

Indicative Skill Level:

Most occupations in this sub-major group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • planning and organising special functions, sporting, gaming and entertainment activities and the range and mix of products, stock levels and service standards
  • promoting and selling goods and services
  • observing liquor, gaming, health and other laws and regulations
  • developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • promoting facilities, conferences, conventions and trade shows to potential customers
  • organising the purchase and maintenance of transport vehicles, equipment and fuel, and transporting goods
  • controlling the selection, training and supervision of staff
  • ensuring compliance with occupational health and safety regulations
Minor Group

141 Accommodation and Hospitality Managers

Accommodation and Hospitality Managers organise and control the operations of establishments which provide accommodation and hospitality services.

Indicative Skill Level:

Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • planning and organising special functions, sporting, gaming and entertainment activities
  • directing and overseeing reservation, reception, room service and housekeeping activities
  • observing liquor, gaming, health and other laws and regulations
  • monitoring quality at all stages of preparation and presentation of food and services
  • controlling the selection, training and supervision of staff
  • ensuring compliance with occupational health and safety regulations
Unit Group

1411 Cafe and Restaurant Managers

Cafe and Restaurant Managers organise and control the operations of cafes, restaurants and related establishments to provide dining and catering services.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • planning menus in consultation with Chefs
  • planning and organising special functions
  • arranging the purchasing and pricing of goods according to budget
  • maintaining records of stock levels and financial transactions
  • ensuring dining facilities comply with health regulations and are clean, functional and of suitable appearance
  • conferring with customers to assess their satisfaction with meals and service
  • selecting, training and supervising waiting and kitchen staff
  • may take reservations, greet guests and assist in taking orders

Occupation:

  • 141111 Cafe or Restaurant Manager

141111 Cafe or Restaurant Manager

Alternative Titles:

  • Food and Beverage Manager
  • Restaurateur

Organises and controls the operations of a cafe, restaurant or related establishment to provide dining and catering services.

Note: Fast Food Managers are excluded from this occupation. Fast Food Managers are included in Occupation 142111 Retail Manager (General).

Skill Level: 2

Specialisations:

  • Bistro Manager
  • Canteen Manager
  • Caterer
  • Internet Cafe Manager
Unit Group

1412 Caravan Park and Camping Ground Managers

Caravan Park and Camping Ground Managers organise and control the operations of caravan parks and camping grounds to provide accommodation and leisure services.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Tasks Include:

  • taking reservations, registering guests, assigning accommodation and collecting payments
  • arranging cleaning and maintenance of caravans, cabins, amenities blocks, recreation facilities and grounds
  • informing guests of local tourist attractions and recreational facilities
  • attending to complaints lodged by customers
  • liaising with local government to ensure compliance with laws, regulations and ordinances
  • may operate an on-site shop, cafe or restaurant for guests
  • may sign, supervise and enforce terms of tenancy agreements in accordance with legislation and may obtain enforcement orders where tenants are in breach of requirements
  • may act as licensee for the purchase and sale of liquor

Occupation:

  • 141211 Caravan Park and Camping Ground Manager

141211 Caravan Park and Camping Ground Manager

Organises and controls the operations of a caravan park and camping ground to provide accommodation and leisure services. Registration or licensing may be required.

Skill Level: 2

Unit Group

1413 Hotel and Motel Managers

Hotel and Motel Managers organise and control the operations of hotels and motels to provide guest accommodation, meals and other services.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Tasks Include:

  • directing and overseeing reservation, reception, room service and housekeeping activities
  • supervising security arrangements, and garden and property maintenance
  • planning and supervising bar, restaurant, function and conference activities
  • observing liquor, gaming, and other laws and regulations
  • assessing and reviewing customer satisfaction
  • overseeing accounting and purchasing activities
  • ensuring compliance with occupational health and safety regulations
  • may provide guests with local tourism information, and arrange tours and transportation

Occupation:

  • 141311 Hotel or Motel Manager

141311 Hotel or Motel Manager

Alternative Titles:

  • Hotelier
  • Publican

Organises and controls the operations of a hotel or motel to provide guest accommodation, meals and other services. Registration or licensing may be required.

Skill Level: 2

Specialisations:

  • Duty Manager (Hotel)
  • Resort Manager
Unit Group

1414 Licensed Club Managers

Licensed Club Managers organise and control the operations of licensed clubs to provide food, beverages, gaming, entertainment, sporting and other amenities for members.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing is required.

Tasks Include:

  • planning and supervising bar, restaurant and function services
  • planning, booking and supervising sporting, gaming and entertainment activities
  • supervising security arrangements and property maintenance
  • arranging member subscriptions
  • observing liquor, gaming, health and other laws and regulations
  • ensuring compliance with occupational health and safety regulations
  • compiling and organising distribution of newsletters and other information to keep members informed of forthcoming events and facilities available
  • assessing and reviewing member satisfaction and preferences
  • liaising with community groups sponsored and assisted by the club
  • selecting, training and supervising staff

Occupation:

  • 141411 Licensed Club Manager

141411 Licensed Club Manager

Alternative Title:

  • Club Licensee

Organises and controls the operations of a licensed club to provide food, beverages, gaming, entertainment, sporting and other amenities for members. Registration or licensing is required.

Skill Level: 2

Specialisations:

  • Gaming Manager
  • Nightclub Manager
Unit Group

1419 Other Accommodation and Hospitality Managers

This unit group covers Accommodation and Hospitality Managers not elsewhere classified. It includes Bed and Breakfast Operators and Retirement Village Managers.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Occupations:

  • 141911 Bed and Breakfast Operator
  • 141912 Retirement Village Manager
  • 141999 Accommodation and Hospitality Managers nec

141911 Bed and Breakfast Operator

Organises and controls the operations of a bed and breakfast to provide a short term, highly personalised accommodation and leisure service for guests including breakfast. Ensures guests' needs, wants and comfort are satisfied during their stay. Registration or licensing may be required.

Skill Level: 2

141912 Retirement Village Manager

Organises and controls the day-to-day operations of a retirement village to provide a range of accommodation, personal care services, and recreational and social activities for the use and enjoyment of residents.

Skill Level: 2

141999 Accommodation and Hospitality Managers nec

This occupation group covers Accommodation and Hospitality Managers not elsewhere classified. Registration or licensing may be required.

Skill Level: 2

Occupations in this group include:

  • Backpackers Manager
  • Boarding House Manager
  • Casino Duty Manager
  • Guest House Manager
  • Hostel Manager
  • Reception Centre Manager
Minor Group

142 Retail Managers

Retail Managers organise and control the operations of establishments which provide retail services.

Indicative Skill Level:

Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • determining product mix, stock levels and service standards
  • formulating and implementing purchasing and marketing policies, and setting prices
  • promoting and advertising the establishment's goods and services
  • selling goods and services to customers and advising them on product use
  • maintaining records of stock levels and financial transactions
  • undertaking budgeting for the establishment
  • controlling selection, training and supervision of staff
  • ensuring compliance with occupational health and safety regulations
Unit Group

1421 Retail Managers

Retail Managers organise and control the operations of establishments which provide retail services.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Tasks Include:

  • determining product mix, stock levels and service standards
  • formulating and implementing purchasing and marketing policies, and setting prices
  • promoting and advertising the establishment's goods and services
  • selling goods and services to customers and advising them on product use
  • maintaining records of stock levels and financial transactions
  • undertaking budgeting for the establishment
  • controlling selection, training and supervision of staff
  • ensuring compliance with occupational health and safety regulations

Occupations:

  • 142111 Retail Manager (General)
  • 142112 Antique Dealer
  • 142113 Betting Agency Manager
  • 142114 Hair or Beauty Salon Manager
  • 142115 Post Office Manager
  • 142116 Travel Agency Manager

142111 Retail Manager (General)

Alternative Titles:

  • Retail Store Manager
  • Shop Manager

Organises and controls the operations of a retail trading establishment.

Retail Pharmacists are excluded from this occupation. Retail Pharmacists are included in Unit Group 2515 Pharmacists, in Occupation 251513 Retail Pharmacist.

Skill Level: 2

Specialisations:

  • Fast Food Manager
  • Newsagent
  • Retail Bakery Manager

142112 Antique Dealer

Buys and sells antiques such as furniture, art, jewellery and china. May also clean, restore and value antiques. Registration or licensing may be required.

Skill Level: 2

142113 Betting Agency Manager

Organises and controls the operations of a branch of a betting agency. Registration or licensing may be required.

Skill Level: 2

142114 Hair or Beauty Salon Manager

Organises and controls the operations of a hairdressing or beauty salon. Registration or licensing may be required.

Skill Level: 2

142115 Post Office Manager

Organises and controls the operations of a post office.

Skill Level: 2

142116 Travel Agency Manager

Organises and controls the operations of a travel agency. Registration or licensing may be required.

Skill Level: 2

Minor Group

149 Miscellaneous Hospitality, Retail and Service Managers

This minor group covers Hospitality, Retail and Service Managers not elsewhere classified. It includes Amusement, Fitness and Sports Centre Managers, Call or Contact Centre and Customer Service Managers, Conference and Event Organisers, and Transport Services Managers.

Indicative Skill Level:

Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Unit Group

1491 Amusement, Fitness and Sports Centre Managers

Amusement, Fitness and Sports Centre Managers organise, control and promote the activities, facilities and resources of amusement, fitness and sports centres.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • planning and organising the range and mix of entertainment, attractions, amusement machines and fitness programs to be offered by the centre
  • organising publicity to promote facilities and attract clients
  • scheduling games and competitions
  • selecting, training and supervising staff
  • ensuring facilities are properly maintained and conform to safety standards
  • may undertake coaching, fitness instruction and training of clients
  • may plan and organise catering facilities

Occupations:

  • 149111 Amusement Centre Manager
  • 149112 Fitness Centre Manager
  • 149113 Sports Centre Manager

149111 Amusement Centre Manager

Alternative Title:

  • Entertainment Centre Manager

Organises, controls and promotes the activities, facilities and resources of an amusement centre, showground or theme park.

Skill Level: 2

Specialisations:

  • Bridge Club Manager
  • Fairground Operator
  • Video Arcade Manager

149112 Fitness Centre Manager

Organises, controls and promotes the activities, facilities and resources of a fitness centre. May coach, instruct and train clients.

Skill Level: 2

149113 Sports Centre Manager

Organises, controls and promotes the activities, facilities and resources of a sports centre.

Skill Level: 2

Specialisations:

  • Aquatic Centre Manager
  • Golf Course Manager
  • Indoor Sports Centre Manager
  • Squash Centre Manager
  • Stadium Manager
  • Tennis Centre Manager
  • Ten Pin Bowling Centre Manager
Unit Group

1492 Call or Contact Centre and Customer Service Managers

Call or Contact Centre and Customer Service Managers organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • ensuring operational efficiency within a call centre
  • providing direction and feedback to team members and assisting with recruitment
  • managing, motivating and developing staff providing customer services
  • planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • liaising with other organisational units, service agents and customers to identify and respond to customer expectations
  • may work in a call centre

Occupations:

  • 149211 Call or Contact Centre Manager
  • 149212 Customer Service Manager

149211 Call or Contact Centre Manager

Organises and controls the operations of a call or contact centre. May work in a call centre.

Skill Level: 2

149212 Customer Service Manager

Alternative Titles:

  • Client Service Manager
  • Service Manager

Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Skill Level: 2

Unit Group

1493 Conference and Event Organisers

Conference and Event Organisers organise and coordinate services for conferences, events, functions, banquets and seminars.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks Include:

  • promoting conferences, conventions and trade shows to potential customers
  • responding to inquiries concerning services provided and costs for room and equipment hire, catering and related services
  • meeting with clients to discuss their needs and outlining package options to meet these needs
  • arranging and coordinating services, such as conference facilities, catering, signage, displays, audiovisual equipment, accommodation, transport and social events, for participants
  • organising registration of participants
  • negotiating the type and costs of services to be provided within budget
  • overseeing work by contractors and reporting on variations to work orders

Occupation:

  • 149311 Conference and Event Organiser

149311 Conference and Event Organiser

Alternative Title:

  • Event Manager

Organises and coordinates services for conferences, events, functions, banquets and seminars.

Skill Level: 2

Specialisations:

  • Event Planner
  • Exhibition Organiser
  • Wedding Coordinator
Unit Group

1494 Transport Services Managers

Transport Services Managers organise and control the buying and selling of vehicles for rental agencies and coordinate the leasing of vehicles, the operations of railway stations, and the operations of enterprises that operate fleets of vehicles to transport goods and passengers.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Tasks Include:

  • organising the purchase and maintenance of transport vehicles, equipment and fuel
  • liaising with clients to determine requirements and providing customers with advice and information regarding vehicle type, purchase or hire rates and obligations and handling complaints
  • receiving orders and bookings, and planning and implementing transportation schedules
  • ensuring goods are stored and transported in conditions that will maintain their quality
  • arranging collection and delivery of vehicles and goods
  • maintaining business records and preparing operational statements and reports
  • coordinating activities associated with the arrival, departure, loading and unloading of trains
  • ensuring compliance with occupational health and safety regulations

Occupations:

  • 149411 Fleet Manager
  • 149412 Railway Station Manager
  • 149413 Transport Company Manager

149411 Fleet Manager

Organises and controls the buying and selling of vehicles for rental agencies and coordinates the leasing of vehicles. Registration or licensing may be required.

Skill Level: 2

149412 Railway Station Manager

Organises and controls the operations of a railway station.

Skill Level: 2

149413 Transport Company Manager

Organises and controls the operations of an enterprise that operates a fleet of vehicles to transport goods and passengers. Registration or licensing may be required.

Skill Level: 2

Specialisations:

  • Bus Company Manager
  • Car Rental Agency Manager
Unit Group

1499 Other Hospitality, Retail and Service Managers

This unit group covers Hospitality, Retail and Service Managers not elsewhere classified. It includes Boarding Kennel or Cattery Operators, Cinema or Theatre Managers, Facilities Managers, Financial Institution Branch Managers and Equipment Hire Managers.

Indicative Skill Level:

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.

In Australia:

  • AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:

  • NZQF Diploma (ANZSCO Skill Level 2)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Registration or licensing may be required.

Occupations:

  • 149911 Boarding Kennel or Cattery Operator
  • 149912 Cinema or Theatre Manager
  • 149913 Facilities Manager
  • 149914 Financial Institution Branch Manager
  • 149915 Equipment Hire Manager
  • 149999 Hospitality, Retail and Service Managers nec

149911 Boarding Kennel or Cattery Operator

Organises and controls the operations of an establishment which offers temporary boarding for dogs and cats.

Skill Level: 2

149912 Cinema or Theatre Manager

Organises and controls the operations of a cinema or theatre. Registration or licensing may be required.

Skill Level: 2

149913 Facilities Manager

Alternative Title:

  • Building Manager

Organises, controls and coordinates the strategic and operational management of buildings and facilities in a public and private organisations to ensure the proper and efficient operation of all physical aspects of a facility, to create and sustain safe and productive environments for occupants.

Skill Level: 2

Specialisation:

  • Shopping Centre Manager

149914 Financial Institution Branch Manager

Organises and controls the general operational activities of a branch of a bank, building society, credit union or similar financial institution.

Skill Level: 2

Specialisations:

  • Bank Manager
  • Credit Union Manager

149915 Equipment Hire Manager

Organises and controls the operations of an establishment engaged in the hiring out of equipment to companies involved in areas such as building and engineering construction, government, mining and resources, manufacturing, maintenance, special events, and to individuals for personal use.

Skill Level: 2

149999 Hospitality, Retail and Service Managers nec

This occupation group covers Hospitality, Retail and Service Managers not elsewhere classified. Registration or licensing may be required.

Skill Level: 2

Occupations in this group include:

  • Abattoir Manager
  • Brothel Keeper
  • Laundromat Operator
  • Marina Manager
  • Taxi Proprietor