Guest Service Manager Apprenticeship

Copthorne Hotel Effingham Park
Copthorne Effingham Park Hotel, West Park Road, Crawley, RH10 3EU
£480.40 per week
23 Mar 2021
14 Apr 2021
Role Type
Apprenticeship, Higher
Start Date
The role is multi-disciplined and will help to manage 3 key areas of business (Food & Beverage, Front of House and Housekeeping) and is an ideal role for those looking to springboard their Hospitality Management career.

  • All aspects of onsite Duty Management
  • Line Management of Guest Service Assistants (GSA)
  • Working with other Guest Service Managers to ensure continuity of high standards are maintained within that function, in line with company policies and procedures throughout 24 hours/7 days a week
  • Ensure that the GSA's are fully trained and are cross skilled/multi-disciplined across Housekeeping, Food and Beverage and Front Office; to provide a 1 stop shop for flexible customer service
  • Ensuring a broad skill level is maintained to be able to manage a flexible multi skilled workforce
  • The GSM is expected to also be multi-disciplined within their function to work across all operational departments and oversee a smooth customer experience
  • A customer focused, flexible, problem solving approach to management is essential
  • To fully understand, manage and complement each role and task within the department
  • To work as a team with other departments and management to ensure the smooth running of the hotel
  • This may require you to work/help in other areas of the Hotel from time to time
  • Undertake Duty Manager training, responsibilities and shifts as required
  • Ensure fire, security, health and safety measures, standards, policies &procedures are adhered to and maintained
  • With any issues being reported through the appropriate channels immediately
  • Ensure you feel competent and fully trained to undertake tasks that are carried out; with relevant sign off as required
  • Any duties as reasonably identified by your manager

  • Adhere to the Company policies and procedures
  • Support the efficient organisation of work routines
  • Support the Company training and development plan
  • Attend internal and external training sessions as required
  • Ensure personal hygiene and grooming standards are maintained to the highest level
  • Be familiar with the Company Grievance and Disciplinary procedures
  • Support best practice employment legislation and practice
  • Hold and contribute to departmental meetings
  • Ensure dignity and respect in your department is always maintained

  • Adhere and comply to the Company, industry and legislative Health and Safety Policies and Standards
  • Promote and monitor Health and Safety standards within the department
  • Pass internal H and S audits and achieve no less than 4/5 EHO food hygiene rating
  • Ensure employee Health and Safety departmental training/certification
  • Ensure that all staff operate within a healthy and safe working environment
  • Adhere to the Fire Prevention and Evacuation practices
  • Report unsafe conditions, equipment or practices immediately
  • This is not intended to be an exhaustive list but is intended to be a working document in progress

Requirements and prospects

Desired skills

  • Communicate and interact effectively with colleagues, managers and guests
  • Ability to work as part of a team
  • Willingness to undertake training
  • To uphold confidentiality at all times
  • Ability to work as an individual
  • Customer driven attitude
  • Willingness to learn and adapt to situations
  • Problem solving attitude
  • Ability to multi task
  • Management experience
  • Conflict management

Personal qualities

  • Punctual
  • Friendly
  • Team player
  • Organised
  • Methodical
  • Takes pride in appearance
  • Learns on the fly
  • Takes ownership
  • Calm under pressure

Desired qualifications

None, but management experience is essential.

Future prospects

Following the apprenticeship, a career conversation will take place and assess next steps and the possibility for further opportunities.

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