Guest Service Assistant Apprentice

Summary

We are a Scout Activity Centre and Campsite and looking for a Guest Service Assistant. You will be part of the Guest Service Team, delivering a welcoming, adventurous and professional package to all guests. You will part of a team acting as the first point of contact to guests from initial enquiry to the time they depart.

Wage: £13,741 to £22,222.20 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Full time. 5 days a week, including one day at the weekend - Saturday. 09.00 - 17.00 with 1 hour unpaid lunch.
35 hours a week
Possible start date: Monday 14 April
Duration: 1 year 3 months
Positions available: 1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you’ll do at work

Set within 98 acres of woodland, we are a Scout Activity Centre and Campsite and looking for a Guest Service Assistant Apprentice.

The following are the core responsibilities of the Apprentice. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Speaking with customers either face to face or by telephone, dealing with their queries efficiently and politely relating to activities, campsites or accomodation
Coordinate booking for camps, day visits and scouting/guiding/youth events
Answering emails in a timely manner relating to new and existing bookings
Use our bespoke booking system to take bookings of camps or activities
Deliver outstanding customer service, including showing potential new customers around out site and promoting excellent guest care
Take payments
Ensure reception is tidy and creates a good first impression.

Where you’ll work

ORCHARD AVENUE
BRENTWOOD
CM13 2DP

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

College or training organisation

ESSEX COUNTY COUNCIL

Your training course

Customer service practitioner (level 2)

Equal to GCSE

Course contents

Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
Demonstrate patience and calmness.
Show you understand the customer’s point of view.
Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
Maintain informative communication during service recovery.

Your training plan

This training plan has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.

More training information

Level 2 Customer Service Practitioner standard:

Our blended approach means that our programmes are flexible and enable you to experience a range of learning and support opportunities in a variety of formats such as online or at a local ACL centre. You will have a dedicated tutor who you will meet (online or face-to-face) once a month who will guide you through your apprenticeship and prepare you for your End Point Assessment.

Reviews of progress are carried out every 12 weeks with the learner, their line manager and the tutor. Additional workshops and seminars will be available to all learners to support additional learning.

Requirements

Desirable qualifications

GCSE in:

English & Maths (grade C/4)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Attention to detail
Organisation skills
Customer care skills
Presentation skills
Administrative skills
Logical
Team working
Initiative
Non judgemental
Flexible approach

Other requirements

This is a desk based role that is predominately computer based. However, there will be times when you are required to give out activities, check buildings, check in on visitors. The environment outside is a woodland.

About this company

Open 365 days a year, we provide day visits, residential or camping experiences for Scouts/Guides and School Groups, including providing outdoor activities such as Climbing, Target Sports, Kayaking and more! We also host Spooky events and a public fireworks display.

http://www.thriftwood.org.uk (opens in new tab)

After this apprenticeship

May lead to permanent position once the apprenticeship has successfully been completed.

Ask a question

The contact for this apprenticeship is:

ESSEX COUNTY COUNCIL

Sue Miller

jobs@thriftwood.org.uk

01277212784

The reference code for this apprenticeship is VAC1000308707.

Apply now

Closes in 12 days (Monday 7 April at 11:59pm)

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