APPRENTICESHIP: PATHWAY LEVEL 2IN HOSPITALITY SERVICES

Reports to: Appointed Line ManagerResponsible for: Covering all aspects of work involved in

running a small hotel, including all departments. Serving in the award winning Galley restaurant, training in serving artisan hot beverages, bar work, housekeeping and reception.

Delivering excellent customer service at all times, whether that be face to face or on the telephone.

This apprenticeship will give you grounding in all aspects of the hospitality industry.

Location: The Beach Hotel, MineheadSalary: £4.57 per hour for the first six months

£5.07 per hour for the second six monthsHours: 37.5 Hours per weekConditions: Fixed TermLast reviewed: May 2018

Job Purpose

To ensure that standards are achieved and internal operations are performed in an effective and efficient manner in all departments of the hotel.

To provide a polite and courteous service to visitors at the Beach Hotel, via telephone and in person.

To uphold company values of the YMCA Dulverton Group and The Beach Hotel. Contribute to guest comfort and ensure daily cleaning and tidying of all hotel

bedrooms and public areas. To work as a team. To be a good time keeper. A willingness to learn new skills.

Key Responsibilities

Duties and Responsibilities

1. Front of House

1.1 To answer all internal and external phone calls in a pleasant and professional manner when a senior member isn’t available.

1.2 Ensure that messages taken are recorded accurately and forwarded to the appropriate members of staff.

1.3 To meet and greet visitors.1.6 Receiving visitors, announcing visitors, explaining all health and safety

requirements for the premises.1.7 Accurate recording of details in the diary of meetings, restaurant

bookings and events.1.8 To establish a courteous, helpful and friendly attitude to all guests at all

times and to use guest names at every available opportunity.1.9 To maintain a high standard in personal appearance and demeanour.1.10 To have a good working knowledge of all departments of the Hotel.1.11 Accurate use of the Epos system and to be careful when handling and

recording money.1.12 To be familiar with all reservation tasks in order to cover this role if

required.1.13 Ensure that all tasks assigned to you are completed in good time and

correctly.1.14 To record all relevant comments of appreciation, suggestions and

maintenance points in order to initiate follow up.1.15 To know and understand the current policies and procedures of the Hotel.1.20 To be aware of complaints/problems and bring them to the attention of

the Senior Management team.1.21 To provide accurate information with all aspects of the Hotel’s facilities

including location, directions, amenities, facilities and room hire.1.23 Effective delivery in the bar, restaurant, day cafe and function rooms.

Including serving food and drinks.

2. Administration

To efficiently undertake basic administration and clerical duties which may include the following duties as directed:

2.1 Photocopying, faxing, filing and typing duties as directed.2.3 To support the team to maintain accurate, timely and legible records.2.4 To maintain filing systems in line with organisations policies and

procedures.2.5 To be a flexible and supportive member of the team.2.6 To maintain strict confidentiality at all times.2.7 Provide admin support to the management team as required.2.8 To ensure the well-being, satisfaction and comfort of all guests within the

limits of the Department and to establish a highly personalised style of service and attention to guests.

2.9 To make sure that Company Policy and the Vision are followed at all times.

2.10 To be fully aware of the Hotel’s Fire Safety procedures and Health & Safety regulations.

3. House Keeping

3.1 To ensure that the cleaning of all bedroom accommodation and other communal areas is done by following Housekeeping operational guidelines

3.2 To ensure that the cleaning and servicing of guest bedrooms and corridors is done to the highest standard.

3.3 To replenish all complimentary items within guest bedrooms. 3.4 To assist in the cleaning of other areas during low bedroom occupancy

periods 3.5 To monitor laundry standards for cleanliness and suitability 3.6 To ensure any faults in bedrooms or all cleaning equipment are reported

and dealt with Customer Care 3.7 To ensure any guest requests are attended to immediately in a manner

which exceeds the customer’s expectations

4. General

4.1 Provide quality service to Beach Hotel customers in all assigned tasks while upholding the company’s values at all times.

4.2 To undertake any other duties as deemed appropriate by the Maitre d’ Hotel, Guest Services Manager, General Manager, Chief Executive or Board of Directors of the company.

4.3 To operate I.T. systems in line with company standards where required.4.4 To attend training when required.4.5 To be fully aware of and strictly adhere to Fire, Bomb and Health and

Safety procedures.4.6 To adhere to all security procedures laid down by the hotel and company.4.7 To be fully aware of and comply with hotel and company rules and

regulations as identified in the team member handbook.4.8 Throughout the training period the post holder will be expected to

complete all educational and training as required.4.9 To adhere to the local and national Health and Safety regulations and the

organisations Policies and Procedures.4.10 To sign a learning contract with the training provider and adhere to the

agreement.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Scope and Limits of Authority:

a) The individual is responsible to the Appointed Supervisor;

b) The individual is responsible for the efficient, professional and courteous administration of calls into the Association’s switchboard;

c) To be considerate to others and deal with all queries in a professional and courteous manner, and to act respectfully.

d) To consistently deliver behaviours and approaches in line with person specification.

PERSON SPECIFICATION:

Requirement Essential Desirable

KNOWLEDGE/EXPERIENCE/QUALIFICATIONSMinimum Level 2 in English and Maths Must meet minimum requirements of training provider for access to NVQ and apprenticeship programme

SKILLSAble to work on own initiative and as part of a team

Good organisational and administrative skills

Able to use IT equipment and systems

A confident communicator

Ability to prioritise

Ability to maintain good records and administration

Commitment to personal professional development

PERSONALA positive approach to working with colleagues, customers and others

Can evidence an understanding and commitment to the principles of Equal Opportunities.

Professional and diplomatic approach

Honesty and reliability

Smart appearance

Good time keeping

Capable of an acceptable result to DBS check

TERMS AND CONDITIONS

Salary:

£4.57 per hour for the first six months£5.07 per hour for the second six months

Term:Successful applicants will be expected to carry out 2 weeks work experience (unpaid), If you pass your work experience and Traineeship you will be put forward for the Apprenticeship. The Apprenticeship position is for a period of 12-24 months only. There is no guarantee of a permanent job at the end of the apprenticeship period.

Hours of Work: 37.5 hours per week on a shift rota over five days to include ½ hour unpaid lunch break to be taken during the day. You will be given ½ a day a week to study the apprenticeship programme. You will be required to study outside of these hours to complete your assignments.

Training to be provided:

Pathway level 2 in HospitalityFunctional skills in Maths and EnglishEmployment Rights and ResponsibilitiesHealth and Safety

Probationary Period:

The post holder will be subject to a 6 month probationary period (after commencement of Apprenticeship). During this time an assessment of the post holder’s performance, duties and work patterns will be made.

Following a satisfactory review at the end of the probationary period, the post holder will be confirmed in post.

Paid Leave Entitlement:

5.6 weeks per year, plus statutory bank holidays. The line manager will arrange time off in lieu for bank holidays worked.

Sick Pay Provision:

Statutory Sick Pay only for the first 6 months Year 1 (after 6 months) - 1 week’s full pay Year 2 - 2 weeks full pay