Level 2 Hospitality Accommodation Team Member Apprenticeship at Roundthorn Country House

We’re looking for someone with a sparkling personality to join our friendly team at our award-winning hotel, where great guest service is at the heart of everything we do.

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

What you'll do at work

As an apprentice, you’ll gain hands-on experience across weddings, events, conferences, restaurant and bar service, while working towards a recognised hospitality qualification. You’ll learn from an experienced team who will support and encourage you every step of the way.

• Welcoming guests and providing friendly, professional service throughout their visit
• Setting up and preparing rooms and spaces for weddings, celebrations, conferences and other events
• Serving food and drinks during functions, weddings, private events and restaurant service
• Taking food and drink orders and ensuring they are delivered accurately and efficiently
• Supporting bar service, including preparing and serving drinks
• Helping with breakfasts, lunches, dinners and afternoon teas
• Assisting with the smooth running of events, from set-up through to clearing down
• Working as part of a team to ensure guests have an enjoyable experience
• Following food hygiene, health and safety and licensing requirements
• Learning about different areas of hotel operations as part of the apprenticeship

Where you'll work

Roundthorn Country House
Roundthorn Penrith
Cumbria
CA11 8SJ

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

Training provider
THE OPPORTUNITY PROVIDER LTD

Training course
Hospitality accommodation team member (level 2)

What you'll learn

Course contents

• Asks questions to support and direct the guest journey, and responds to, redirects, or escalates guest requests, taking opportunities to signpost other services eg dining, bar.
• Identifies and acts on opportunities to increase sales and guest loyalty.
• Tailors communication to meet guest needs and build rapport.
• Delivers customer service to business standards, checks that guests are satisfied with products or service, and acts on feedback.
• Assists in the resolution of feedback, complaints, and issues.
• Handles room keys and guest property, including lost property, in line with business procedures
• Handles transactions and payments securely.
• Applies packages and allowances to guest purchases, explains packages, allowances, and processes to guests, and takes payments if required.
• Communicates within and between teams to ensure operational effectiveness and efficiency.
• Reports or records faults, issues or damage to e.g. equipment, rooms, and escalates guest feedback as appropriate.
• Follows steps of food service for relevant business e.g. set up, reset, touch points, sequence of service.
• Follows food safety and allergen legislation eg handling, labelling, and temperature monitoring.
• Prepares and serves alcoholic and non-alcoholic beverages to business standards.
• Uses on site specialist equipment and technology relevant to business correctly and efficiently.
• Follows sequence for cleaning guest accommodation and public areas in line with business processes and standards for relevant business e.g. touch points, sequence of service.
• Selects and applies hygiene management techniques to maintain a safe, clean environment, including pest and virus control, following COSHH guidelines.
• Handles and disposes of waste safely.
• Manage stock across departments in line with local procedures relevant to own role.
• Complies with health and safety legislation, regulations, security and safety guidelines and procedures, including manual handling, fire safety, emergency evacuation, and lone working.
• Delivers to key performance indicators to support efficiency, performance and profitability within own area of responsibility.
• Uses feedback from managers and team to improve own performance and meet personal goals.
• Attends team briefings and implements instructions, offering input or feedback where relevant within team.
• Manages own time to ensure allocated tasks are completed.
• Reduces the waste of resources, taking sustainability into account, in line with business expectations.
• Follows equity, diversity and inclusion legislation and principles.