Guest Service Manager apprenticeship

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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

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 & 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 Hand;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.


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