The Rivenhall Hotel

Hospitality Receptionist Apprentice - Intermediate (Level 2)

The Rivenhall Hotel (Employer)

Hit Training Ltd (Training Provider)

Weekly wage £209.92
32.0 hours per week Shifts to be confirmed
12 months (duration)
21 December 2021(start date)
Hospitality team member (apprenticeship standard)
2 positions available
17 December 2021 (application closing date)
Register interest

Job Description

Rivenhall Hotel has a vacancy for Hospitality-Receptionist on a part time or full time basis. We allow for flexibility and friendliness and above all continuing support.

Responsibilities

Hospitality duties:

Job Objective:

  • As a member of the hospitality team, to uphold the conditions of the premises licenses
  • To ensure all operational systems required to run the hospitality department are executed in an effective manner
  • To maximise profitability and ensure highest standards of customer service
  • To achieve these aims through effective teamwork with other staff

Administration:

  • To assist in the efficient running of the hospitality operation in accordance to set procedures and policies
  • To understand and have a working knowledge of the current Premises Licensing Law, Health and Safety, Food Safety Legislation and to be conversant with the rules contained within
  • To assist in maintaining up to date and accurate stock control levels
  • To provide accurate reports/records in handing over

Service:

  • To help maintain the highest standards of service and customer care within the whole hotel
  • Delivery of hospitality services to ensure a high quality visitor experience is maintained at all times and to optimise income generation
  • To establish a visible and accessible staff profile throughout the hotel in order to foster good relations and to provide support, advice and assistance to all customers
  • To serve all alcohol, beverage and food products in line with set policies and procedures
  • To collect, clean and store appropriately all crockery, cutlery, glassware and other such catering equipment
  • To upkeep the expected cleanliness standards within the catering areas in accordance with company policies, procedures and agreed day to day practice
  • To be able to work in all areas of the hospitality department
  • To handle customer complaints within the expected manner and maintain records accordingly
  • To be dressed to the appropriate standard and ready for work at specific stated time
  • To support the hotel team and always represent the hotel in a positive and professional manner

Health and Safety:

  • In conjunction with the Kitchen Department, ensure the company’s Health and Safety Policy is fully promoted and arrangements have been made to carry out the policy
  • General housekeeping to ensure the highest standards of presentation and cleanliness
  • Pay attention to all aspects of Health and Safety within the operation. Report any maters of concern to your line manager
  • Observe all Health and Safety regulations as set out by the Hotel in accordance with its statutory obligations

Main Duties:

  • To provide consistently high standards of customer care at all time, welcoming them to the site, processing sales, answering any queries and providing information
  • Assist in the preparation and serving of food and drink, ensure all food products are attractively displayed
  • To serve customers and actively promote sales, use an electronic till and cash handling in line with procedures
  • To assist customers with their choice of menu items and be aware of special dietary requirements
  • Preparation of the restaurant/bar lounge/events facilities, including moving of furniture
  • Cleaning of designated rooms and furniture
  • Operating dishwashers as required
  • Assist on Functions/Events as required
  • To provide the highest possible standards of presentation ensuring that displays, fixtures, fittings and premises are maintained to a high standard of cleanliness; cleaning tables and catering equipment, washing up manually and using a machine
  • To keep up to date with the history of the site and past/present/future developments to ensure consistently excellent product knowledge
  • Ensure the security and safety of customers, staff, the premises, stock and cash at all times
  • To assist in the delivery of events and hospitality across the site including set up, cleaning, tidying and reassembling of furniture
  • To take responsibility for your own personal development and to share your learning with others
  • To respond to complaints, listen to feedback from our customers and to ensure that it is used positively to influence and develop the organisation and it activities
  • To be an advocate for the Hotel and to promote the aims of the organisation
  • To uphold and comply with the organisations Policies and the Law in relation to Health and Safety, Financial Regulations, Equal Opportunities, Data Protection and other adopted Policies and Procedures required for the smooth and effective operation of the organisation

Other Duties and Responsibilities:

  • The post holder will undertake training and development as appropriate and keep apprised of developments in the hospitality field
  • The post holder will carry out any other duties as appropriate to the post and as requested by the Operations Manager

This job description is current at commencement of employment. In consultation with you, it is liable to variation by management to reflect or anticipate changes in, or to the job and/or to the business.

Receptionist duties:

Main Purpose of the Role:

  • To welcome, assist and bid farewell to guests in a warm and friendly manner
  • To carry out accurately all accounting and control procedures
  • To assist in the maximisation of sales and profitability of bedroom and functions. To promote the Establishment, its facilities and the Company

Job Description:

  • To ensure that the telephone system is attended to promptly and efficiently, ensuring that all calls are monitored, recorded correctly and messages passed on as quickly as possible to guests and relevant staff/management
  • Welcome guests on arrival, follow through the registration procedure and give them instructions on how to get to their room, advise restaurant meals times, ask did they want to book dinner or breakfast if on room only rate
  • Ask if they need any assistance please do not hesitate to contact reception
  • To operate the Hotel Booking Service and E mails efficiently and accurately, ensuring professionalism at all times
  • Receive and process verbal and written enquiries from guests and staff as appropriate
  • Check and post any charges to a guest’s room or to a main account. e.g. drinks, meal charges, fax charges etc.
  • Ensure all rooms are vacated at the correct time and notify housekeeping if vacating time is to be later
  • Ensure late checkout fees are posted and charged for
  • Present bills to guests on departure, take any required payment and take appropriate action
  • Ensure your banking equals your cashier total for the shift
  • To record and chase up any missing room keys, ensure this is noted on Guest Comments and take appropriate charges and inform guest of your actions
  • Ensure maintenance department is advised promptly if locks need to be changed and new keys to be cut
  • Ensure proper procedures are adhered to when handling credit cards, bankers cards or cheques (i.e. carry out the correct checks)
  • Make bookings for guests if necessary, e.g. for taxis
  • Do not pass any comments on other businesses such as local pubs etc as we should be upselling our own establishment
  • Check arrival and departure lists each shift
  • To be responsible for posting all conferences and events at the weekend
  • Liaise with other departments to ensure the efficient and smooth operation of all departments
  • Ensure all relevant departments are aware of any special requests
  • Be aware of the fire regulations and be able to perform your specific duties in the event of fire
  • All items to sales ledger should have correct documentation
  • To be fully aware of the Establishment’s and Company’s facilities and promote whenever possible
  • To operate and be willing to send any facsimile or to copy out any photocopying or typing for a guest or Manager
  • Ensure all appropriate charges are made
  • To report any suspicious incidents, accidents or near accidents caused by hazards to Operations Manager/Director
  • Ensure relevant documentation is completed at the time of incident etc.
  • To attend any training or departmental meetings as and when required
  • To be responsible for your actions and standard of work
  • To maintain a good liaison and communication with all members of the reception team, management and your fellow colleagues
  • To handover to Night Porter effectively and efficiently to ensure all guests receive their wake up calls/ordered papers and that any unanswered calls are followed up
  • To be aware of the need to control operating costs and conserve energy where possible
  • To ensure that you arrive on duty at the correct time and your personal appearance is well groomed
  • To ensure the correct uniform, shoes are worn and that these are clean and well maintained
  • To comply with all the establishment’s rules as outlined in the handbooks and to be aware of the Company disciplinary and grievance procedures
  • To request stationery and toiletries for the efficient operation of the department and to meet the needs of the guests
  • Maintain all brochure racks
  • To ensure the reception desk and the surrounding area is clean and tidy at all times
  • To confirm all bookings in writing by letter and send out brochures and any other information relating to that booking
  • To ensure back up’s are completed on a daily basis
  • To carry out any further duties delegated by your Operations Manager/Director

Essential:

  • Articulate with excellent communication and customer care skills, with a customer centred approach to service delivery
  • Able to work efficiently as part of a team
  • Able to follow instructions and carry out delegated tasks accurately, effectively and within given time frames
  • Ability to interact with customers in a professional, courteous and positive manner
  • A proven track record demonstrating reliability and good time keeping
  • Treats customers with respect and dignity
  • Good numeracy and cash handling
  • Awareness of relevant legislation: DDA, Food Hygiene, Health and Safety
  • Self-motivation, commitment and enthusiasm and the ability to work calmly under pressure
  • The ability to be an effective ambassador for the organisation

Desirable:

  • Previous quality service and/or bar experience
  • Previous food handling experience
  • Previous cash handling experience
  • Previous experience in a busy customer service environment
  • Basic Food Hygiene Certificate or willingness to undertake training
  • Experience in basic record keeping
  • Health and Safety awareness and training
  • Ability to set up, deliver events/hospitality and break down

Personal:

  • Able to undertake bar duties
  • Prepared to conform to dress code
  • Able to work evenings, weekends, Bank Holidays and Christmas Holidays as required to meet our service requirements

Future Prospects

  • Apprentice will have the opportunities to explore all areas of Hotel Operations and working towards Head Receptionist

Reality Check

Apprentices are paid for their normal working hours and training that's part of their apprenticeship (usually one day per week). For more information please visit: https://www.gov.uk/national-minimum-wage-rates

Skills Required

  • Good caring and non judgemental approach to customer care/relations

Qualities Required

  • Honesty
  • Trustworthiness and reliability
  • Working together with employer
     

Qualifications Required

  • None specified

Training Provided

Hospitality Team Member L2Maths and English L2 if required
Register interest

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