Hotel Reception Apprentice

Summary

A great opportunity to join a supportive team at Wensum Valley, to assist with the smooth and efficient day to day business activities in the Reception Team To give a polite and efficient customer service, supporting members and customers.

Annual wage: £13,312 a year
Minimum wage rates (opens in new tab)
Training course: Customer service practitioner (level 2)
Hours: Consists of early shifts (6.45am-3.15pm) and late shifts (2.00pm-10.30pm) (Includes weekends and bank holidays)
40 hours a week
Possible start date: Monday 20 January
Duration: 1 year
Positions available: 1

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

We are looking for an enthusiastic, well presented receptionist to join our team.

You will be able to complete the following duties:

· Meet and greet all guests

· Deal with bookings and enquiries by phone, e-mail, letter, fax or face-to-face, online booking

· Completing the correct procedures with guests arriving and leaving

· Allocating rooms and handing out keys providing direction

· Preparing bills and taking payments

· Taking and passing on messages to guests

· Answering questions about what the hotel offers and the surrounding area

· Dealing with complaints or problems.

· Liaison with all other departments on a regular basis

· Deliver excellent customer service, at all times

· Managing the switch board

· Assist in keeping the hotel reception area clean and tidy

· Deal with all enquiries in a professional and courteous manner.

· Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising bedroom sales opportunities

· Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety

· Provide reports, as required, for housekeepers and management

The perfect candidate will be:

· Friendly, smiley, sociable and welcoming to our customers, to create a great atmosphere

· Remain calm, patient and polite, if receiving customer feedback

· Helpful and go out of your way to help our customers

· Confident and self-motivated

· Demonstrate a passionate commitment to the business

· Welcome and embrace change, with a positive attitude

· Able to work unsupervised in a busy environment

Where you’ll work

BEECH AVENUE

TAVERHAM

NORWICH

NR8 6HP

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

POULTEC TRAINING LIMITED

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.

Requirements

Essential qualifications

GCSE in:

English (grade 4)
Math's (grade 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
Administrative skills
Analytical skills
Logical

About this company

Wensum Valley Hotel, Golf & Country Club was founded by Basil Todd in 1990. With 250 acres of picturesque Norfolk countryside; Wensum Valley is perfectly placed 20 mintues from Norwich City Centre and 30 minutes from the coast. A real Norfolk delight with breathtaking views and sunsets that glisten off the River Wensum. Today, Basil’s daughter Bridgette Hall runs the Country Club.

https://wensumvalleyhotel.co.uk/ (opens in new tab)

After this apprenticeship

Potential full-time employment

Ask a question

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