Guest Service Manager Apprenticeship
- Employer
- Copthorne Hotel Effingham Park
- Location
- Copthorne Effingham Park Hotel, West Park Road, Crawley, RH10 3EU
- Salary
- £480.40 per week
- Closing date
- 21 Apr 2021
View more
- Specialism
- Other
- Sector
- Unspecified
- Role Type
- Apprenticeship, Higher
- Start Date
- May
- Duration
- Permanent
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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.
KEY RESPONSIBILITIES and ATTRIBUTES
HUMAN RESOURCES
HEALTH AND SAFETY
Requirements and prospects
Desired skills
Personal qualities
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.
KEY RESPONSIBILITIES and ATTRIBUTES
- 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
HUMAN RESOURCES
- 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
HEALTH AND SAFETY
- 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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