Job Description

Operations Internship - Cluster Hotels

The Celtic Collection

DEPARTMENT

CCH

POSITION

Cluster Hotels - Operations Internship

GRADE

F

REPORTS TO

Head of Hotel Operations




Note:



This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

The Hotel Internship role is to support Front Office, Conference & Events and Food & Beverage departments within the Newport Cluster Hotels (Coldra Court/Ty Newport/Ty Magor & Newbridge on Usk), ensuring that all guests are given a warm and friendly welcome. Operational Interns will be given the opportunity to develop their skills set within the hospitality industry.

GENERAL

Responsible for helping to maintain a guest-focused culture which support the values expressed in the Collections Ambition and the Collections business goals of profitability and service quality.



Establishes and maintain effective and positive relationships within the team as well as other departments.



Complies with the Collections Health and safety, Hygiene policies as well as all other resort policies and procedures.



Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.



5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.





To perform related duties and special assignments as and when required.



Attends a senior operational meeting at least once per month to be engaged at a management level of essential operational meetings.

JOB FUNCTIONS

Communication

Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other.

Budgets

Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these.

Standards

Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.

Controls

Maintains an understanding of the controls in place that monitor performance of the Department.

Structure

Respects the organisational structure in place and the duties and responsibilities of all team members.





Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.

Team

Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external guest experience.

Delivery

Responsible for delivering the ultimate in professional internal/external guest service with the standards expected and trained by the Department.





Responsible for all stock and the care and control of all professional equipment within your working environment.





Responsible for the cleanliness and presentation within your working environment in accordance with set standards.





Responsible for escalating any negative feedback to the Department Manager immediately, providing full details.





Is responsible for helping to maintain a guest-focused culture, which supports the values expressed on the Collections Ambition and business goals.





Reports for duty properly dressed in the assigned uniform and well groomed.





Is totally familiarised with and complies with all the established departmental procedures and the Collections policies.





As a primary objective, greets all guests at any time in a friendly and helpful manner, and attempts to learn and use guests' names at every opportunity. This is of utmost importance in the corporate goal of providing personalised service.





Answers the telephone promptly and courteously, using the correct Greeting.





Takes personal interest and pride for ensuring that your departmental areas are kept clean and in an orderly state at all times.





Attends regular department meetings and training programmes.





Keeps self-informed of all important notices regarding the business within the hotel.





While o front desk offer luggage assistance to all arrivals and informs guest of all property facilities available to them during their stay.





Liaises with housekeeping and other relevant departments, concerning special requests of guests.





Ensures the Security procedures are followed in accordance to Departmental Standards





Attends to guests' queries and requests and reports to the relevant Supervisor/Manager



Establishes and maintains effective and positive relationships with their own team as well as with other departments.





Ensures that resources are used effectively, minimising waste to protect our environment and to reduce costs.





Performs related duties and special assignments as and when required.





Handles reservation enquiries out of hours in accordance to the Celtic Collection availability and promote special offers and promotions.





Actively seeks and handles guest feedback





Ensures accurate records of guest history are kept and regularly updated ensuring duplicate information is kept to a minimum adhering to all Collection GDPR standards





Responsible for the cleanliness of all equipment used at the side stations to serve the guests.





Help Controlling, under the supervision of the outlet Manager & Supervisor, on an on-going



basis, the following:





Quality of service



Stock and operating equipment



Guest satisfaction



Operating costs



Sanitation, cleanliness and hygiene



Stock





Ensures that all mis-en-place is correctly prepared and in place before the service begins.





Cleans all the equipment and condiments daily, and attends to his/her cleaning roster duties.





Serves and clears food and beverage in a courteous, polite, efficient and friendly manner.



Provides a consistent service and gives assistance to the guests for tables and menus.





Assist the Outlet Manager & Supervisor in Food & Beverage order taking and product



up selling, in an efficient, professional, and courteous manner.





Constantly monitors the guests in order to anticipate their needs. Communicates effectively



with his/her supervisor re: guest feedback, to ensure all complaints are handled promptly



and to the satisfaction of the guest.





Ensure that all tables are served within the recommended waiting time, by organising the



order of service efficiently ( size of tables, time of ordering, etc).





Clears and cleans tables. Exchanges linen as required.





Ensures all service and back-areas are well stocked and clean.





Attends briefings and any training sessions as requested.





Arrives in time (at least 5 min before shift starts) as per issued Rota. In case of sickness they



will report immediately to the Department Manager as per CCH / CMR handbook to enable



reschedule or replacement.

Training

Responsible for attending all required training as scheduled.

Leadership

Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience.





Is present for all briefings and debriefs conducted by the Supervisor/manager on duty.

Team Building

Responsible for contributing to team building sessions both within and outside the resort.

Checking

Contributes to the gathering of information as directed by the Department Manager including guest feedback, staff feedback, financial performance and any other as required.

Evaluation

Contribute to compiling periodic reports based on the checking process.





Contributes to the analysis of information gathered and in proposing changes within the department.

Innovation

Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.