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Understand the receptionist role

How to clean properly

Welcoming guests

Silver service

What happens with events

Deal with bookings

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The crown spa hotel opened in June 1985, being the first purpose built hotel to exist in Scarborough. It is located on The Esplanade, over the south side of Scarborough, with a beautiful view of beach and ocean, with not too far to walk or catch a bus to any tourist attractions in the town. Additionally to get down to the beach there is nice scenic walk through the Italian gardens just in front of the hotel and a tram that will take you down to the seafront if you are not fond of walking. The hotel itself has 115 rooms and four floors, there is a range of rooms to select when booking and they accommodate the needs of guests well, such as single rooms, double and more for the sea view rooms. Not only does this hotel offer just rooms for sleeping but guests are able to attend the restaurant and bar that they have with a vast room upon entry with comfy seats to lounge in with food or drinks, this is also open to the general public, so anyone is welcome here. This also goes for the spa downstairs, which is a very good amenity for the hotel, as guests can go down and use the facilities as part of their booking such as the gym, sauna, steam room, ice room, jacuzzi, fitness classes and indoor pool, they can also book spa treatments as well for an additional price, members of the public can also use these facilities with memberships or just for the day for a valued price. The hotel can also serve as a venue for events, such as weddings, business conferences etc with rooms that can hold a capacity of up to 200 people who can also book out in advance rooms in the hotel for their guests to stay.

https://crownspahotel.com

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The Crown Spa Hotel have a specific mission statement wrote down in their employee handbook. Their clear vision is To be Scarborough's Preferred Destination Spa Hotel.

This is achieved through being Scarborough's preferred:

Hotel, Conference and Leisure Venue, by striving to go beyond the accepted expected quality, service and standards of the industry and the 4 star AA standards and the FIA. Their target is being in the high quality section of the AA standards score (presently quality standard scores of 70% or more.

Hotel & Leisure Employer, by being an exemplary business, creating a organisational culture that enables people to exceed their own expectations and our company's through relevant training, development and empowerment.

Hotel & Leisure Customer, by treating our suppliers as valued stakeholders in the business, discharging liabilities and resolving disputes as a professional caring forthright organisation; there by treating them as we ourselves as an organisation would wish to be treated; in a fair and equitable manner.

Hotel & Leisure Business Best Practice Example, by setting goals based around customer focus, efficiently planning and controlling the operations, partnering and networking, having clear internal and external communication, setting and achieving consistent standards, managing the workforce effectively and performance and management benchmarking and with a culture that embraces the challenge and change, and adapts to new policies and procedures and technology in a constructive and professional manner.

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https://www.investopedia.com/terms/g/general-manager.asp

https://www.householdstaff.agency/role/head-housekeeper/

https://tourism.excelia-group.com/sectors-careers/sectors-are-recruiting-your-talent-thousands-opportunities/head-receptionist

https://www.xenia.team/learning-center/hotel-food-and-beverage-director

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Rooms:

The hotel offers a variety of rooms that suit the different needs and budgets of guests, such as solo travelers with single standard rooms, or couples with double beds and families that can be accommodated up to four people in a room. Some of the rooms may have the beautiful view of the South Bay, and others with beautiful historical architecture that features the original details from when the hotel was first built. Rooms o matter the standard will consist of including a tv, seating area, bathroom with bath and shower, and amenities tray, and obviously additional things may be added to the more expensive larger rooms such as different lighting and bathrobes. Here is the description on the official website of a larger more expensive “Deluxe Twin/King Sea View”:Our Deluxe Twin/King Sea view are all located on the 1st floor looking out to sea. Indulge in the grand Victorian styled rooms, with a spacious feel. Bathrooms have double ended bathtub and rain fall showers, toiletries, free Wi-Fi, freeview TV, media connections, tea and coffee making facilities, and digital safe. All rooms benefit from large windows and sea views. (https://crownspahotel.com/rooms/)

Events:

Weddings are a common event that take place at the Crown Spa, and there website accommodates to enquiries and shows and overall of what you may expect. They offer all inclusive wedding packages that can be catered based on budget, with planners having over 30 years of experience handling all of the details and catering to our design to make the perfect day. The hotel has a range of function rooms with bars, and The Grand Ballroom, and Spa suite and beuitiful views as the wedding backdrop, also being a hotel, they have their restaurant and culinary team that can offer a relaxed formal sit-down dinner or cocktail reception, buffet etc with a team that make you not have any extra worries throughout your special day. An additional positive to having your wedding here is that guests can stay on-site in the rooms useful for those that may have traveled far, and also giving them an accessible place to get ready before the event. (https://crownspahotel.com/weddings/)

Restaurant/Cafe:

Taste is the name of the restaurant/cafe bar area which can be used by guests and the public. They have set times for breakfast which is continental &full English breakfast being 7-10am Monday-Friday and 8-10:30 weekends. Dinner is 6-9, cafe bar 10am-11pm for non-residents, however for guests beverages are 24 hour as-well as cold sandwiches and hot food 12-9pm. Alongside their range of European items on the menus they offer a booking afternoon tea with selection of sandwiches and homemade treats which is £18.95 per person or £23.90pp for one that includes prosecco, these are very popular at the hotel and they ca cater to any size of groups wether it is just for the 2 people or a large group. (https://crownspahotel.com/hotel-facilities/restaurant-and-bar/)

Leisure:

Downstairs of the hotel they offer a Health club & Spa which is a tranquil space for guests and members of the public. Here they have a gym, saunas, pool, hot tub, spa treatment areas and classes ran by members of the team. Guests have access to everything and can pay an extra fee for treatments if they book in advance, however members of the public can pay for monthly memberships starting at £50, 3 months for £140 or an annual membership from £480 which all include full access to the gym, access to fitness classes, a gym induction, full access to the leisure facilities including a pool, jacuzzi, 2 saunas, steam room and ice room, a complimentary towel and personal trainers. (https://crownspahotel.com/hotel-facilities/health-club-and-spa/)

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All around the hotel there were security cameras in every room, hallway, staircase, lift etc. This is a necessary procedure that is taken as it allows the hotel to keep check of everything going on, and being able to take care of any problems/altercations as they will be spotted and also kept a record of.

Key cards are something used by everyone in the hotel, guests and staff but for different things. Staff members carry key cards on them to enter locked doors, such as private rooms and offices, which helps keep important files in a safe environment and not accessible by guests or anyone else that may try to enter. On the other hand, upon arrival guests are given a key card when they check in for their stay, which allows them to enter their room only. This is a good safety feature that all hotels have as it means only the specific guests can enter their room and not anyone else that shouldn’t be.

For the money security, tills are connected to computers in each of the departments and have codes to access them which only staff members are given, therefore no guests or anyone else is able to take money. At the end of the days all money is also then stored in safes with locks that again only specific members of staff will have the code to.

In both the reception room, and staffroom there are also lockers for personal use, giving all staff members a safe place to store all of their personal belongings where they know they can’t be touched as they come with keys that they can carry with them until they need to access it again.

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GDPR, stands for General data protection regulation and in the workplace it is used to protect all the personal data of each employee and individual that has any kind of interaction with the business, such as external stakeholders and internal. Appropriate security measures are taken into account to handle data transparently so people know what is happening with their information they are given and it is fair and lawful, also granting them the rights to access the data if they are wanting to change it or delete it. Power is given back to the consumers if they are aware with the collection, storing and how personal information may be shared, as the business is forced to let them know beforehand.

The General Data protection Regulation’s came into force on May 25th 2018. As a result of significant advances in IT and the changing ways in which we all communicate and share information, EU member states have introduced the GDPR in order to harmonise data protection laws and strengthen the level of protection afforded to individuals.

Confidentiality within the workplace is referring to the ethical and legal obligation the business takes to ensure the protection of any sensitive information from unauthorised access, use or disclosure. If employees know that their information they are giving is handled securely it will gain trust towards the employers which can help creating a safe, productive work environment. Some examples of what confidential information would be for the employee is things such as, any of their personal information, salary, medical records etc. For the business this would be things like financial reports, and trade secrets, marketing strategies etc.

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COSHH

This stands for the Control Of Substances Hazardous to Health regulations, which is a required Uk legislation for employers where they have to control the exposure of the hazardous chemicals that may be used in the workplace. In specific relation to the hotel itself every single department at the crown spa will use it but will be different for each and they know which chemicals should be used in the different areas, and some may need stronger cleaning chemicals such as the spa. The spa is downstairs and they have a pool, therefore this department has their own COSHH book in comparison to what may be used to clean rooms, for example the pool and spa will use acid. In case of accidents COSHH forms are to be filled out, as they are a risk assessment document that that evaluate the risks, and outline control measures to protect people in the workplace place from any harm e.g fumes, chemicals etc. These are important as you would give the specific form to emergency services when they arrive so they know exactly what chemicals have caused harm, making it easier and safer to treat.

RIDDOR

This stands for Reporting of Injuries, Diseases and Dangerous Occurrences Regulations, which is a law in the Uk that requires anyone in a workplace to report any of their work related incidents like diseases, dangerous occurrences, fatalities etc and is very important that this is done to help understand where and how risks arise in the workplace allowing those in authority to take action and prevent similar things from happening again or elsewhere. At the hotel the head of department are in charge of reporting accidents to RIDDOR, as it is them who are responsible of their employees in the specific departments they run. Alongside this they will organise regular health and safety meetings that will take place every couple of months as to make sure everyone is on top of the expectations.

Alert 65

The Crown Spa Hotel have a specific app called alert 65, which is for all staff members to have, which connects them to different elements for different areas of the hotel such as checklists, weekly tasks, monthly tasks, audited for food twice a year, health and safety and fire once a year, ensuring everything is complete on time. Any injuries that happen in the hotel, will be uploaded to this app to ensure they are recorded.

Staff Training

With the specific example of a fire drill, the GM will gather each department for what there procedures will include. Reception, will have to print off a list of all disabled members that are staying in the hotel to ensure they are out safely, and will cash out the tills. Housekeeping staff will have to move trolleys, anything else in the way to make a safe exit with no hazards, kitchen will need to turn off all the gas, and when each department gains new staff, the HOD’s should train them on what their specific roles will include in case of this emergency.

Links:

https://www.hse.gov.uk/riddor/

https://www.hse.gov.uk/coshh/

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Sustaining equality and diversity within a workplace is important to keep all customers and staff safe. The equality act 2010 introduced the accountability to eliminate any discrimination, harassment and victimisation given to others that may harm them. As well as taking negative aspects away from the workplace it creates positive ones, such as fostering good, strong relationships within different communities and advancing opportunities.

9 protected characteristics under the act

Disability

Age

Sexual orientation

Race

Religion/belief

Pregnancy and maternity

Marriage and civil partnership

Gender reassignment

Sex equality (male,female)

Equality: This refers to treating people fairly in a way that reflects their needs and ensure there is equal opportunity given out to everyone, no matter the differences, discrimination is not okay. It means giving every group the same resources, freedom of expression, equal access, liberties and status for them to achieve all goals they want in life.

Diversity: This is about valuing all individuals and recognising the differences we have among us in society, from all different groups that come from all walks of life. This includes appreciating peoples backgrounds, experiences, perspectives and characteristics. It involves ensuring everyone feels included and respected so they are able to contribute all of their own unique talents to a workplace, maximising potential for all.

Inclusion: This is an important element within a workplace that all employers and managers should be embracing to make every member of staff feel valued and important. It is the process of providing all members of an organisation with equal access to the professional resources and opportunities. this can be done by creating a sense of belonging by forming bonds within the team so everyone has a feeling they are useful and needed, as well as making them feel valued for what they are contributing, and offering a range of development opportunities.

Examples of Discrimination:

if a workplace has no disabled facilities that make it impossible for someone with a disability to work there.

if someone is treated unfairly due to their race, such as lack opportunities, biased hiring practices or receiving racial harassment comments which can leave them uncomfortable.

women being given a lower pay than men for doing the same job.

https://www.hrdept.co.uk/services/diversity-inclusion-equality-workplace

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Diversity, Inclusion & Equality in the Workplace with The HR Dept

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Our HR professionals can support you with Equality & Diversity processes & training, so employees feel respected & part of a diverse, modern business.

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https://www.gov.uk/government/publications/code-of-conduct/code-of-conduct

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Contact name: Emma Robinson, Sales Manager emmarobinson@crownspahotel.com , +44 01723357400

Dress Code: Black trousers/skirt with a white blouse

Sickness Procedure: If you are to be absent from work you must:

Telephone the Hotel (01723357400) at the earliest possible opportunity ( at-least 1 hour before the scheduled shift)

make the call yourself

Speak to the manager on duty or the HOD

Do not communicate the absence by leaving a message

give the following details to the manger on duty:

1. Your name

2. Department and Position

3. What time your shift is due to start

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My first day was Monday 23rd June. When i arrived at the hotel in the morning, i was taken around each department to be shown where everything is and what happens in each area as well as being introduced to the members of staff that work there. Once i had done this i was shown to a locker room where i was able to put my belongings inside then lock it, and attach the key onto by trousers as it was connected to a pin, this was very useful so that i didn't lose it. It was then, when i was shown around by Kyle, who took me to each department in the hotel to meet the staff members and get comfortable at knowing where i was going for the rest of the week. For the rest of the morning until 12pm i was left in the spa reception, downstairs of the hotel. I first folded a few towels that had just been washed and dried, preparing them for guests, then the lady i was with showed me the system they use to check people into the facilities. This could be guests in the hotel coming to use the pool, saunas, gym etc or members of the public with memberships, so the way they checked in was different. Once they had written their names down they also had to put a personalised number that was linked to their membership, this just allows reception to check it is still valid and doesn’t need to be renewed and not just any random person getting in for free. When it came to lunch i went back to the lockers to grab my bag as i had brought a packed lunch with everyday, then went to the staff room which was a separate part of the building to eat it and this was only an hour until it was time for the second half of the day. In the afternoon i was in the main reception which includes the part where people are checked in and then a larger office around the back, and for the 3 hours i sorted through some files and receipts attaching them to the right guest rooms, then scanning other receipts and finally cutting a few different things for them to use until it was time to go home.

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On Tuesday my day started in the food and beverage department which was over at the bar on this occasion. Initially i just watched over what they do and looked at the kind of things they serve to customers such as the food and different drinks and then was asked to fold cutlery to be used later. Some other things i did included taking out food and drink orders to customers on their tables, which was inside or outside and also clearing and cleaning any dirty tables, finally when anyone ordered soft drinks i poured a few of them from the tap such as coke, lemonade etc. After lunch i then returned to reception and scanned through mor receipts and then once scanned they were shredded. Then the porter collected me as that was the area i was meant to be doing, an i first went up in the lift with a trolly, and went to every floor to collect the plates, glasses, bottles etc that were on the landing to be taken down. After collecting i returned them to the kitchen for them to be washed, so as this was happening i was polishing all cutlery and placing them in the correct trays. Finally helped set up an afternoon tea for 30 guests, which included setting the tables, bring the trays of food out, which were placed as a buffet style so they could go and grab as much as they want, also i brought tea and coffee to each of the tables enough for each person sat there.

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On Wednesday morning again i arrived early to put my belongings away, then made my way to reception where i was still just scanning and filing any documents they gave me and sorted through them, such as receipts from guests and allocating them to the right rooms to make sure their bills are correct. Then i also managed to help visitors with their bags such as returning them or putting new check ins behind the counter, where i was putting tags on the bags red for leaving and green for visitors. During this afternoon i decided to spend most of it collecting further information about the hotel and taking photos for the assignment as i was able to question members of staff and receive the information I wouldn’t get if i was to just research online.

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Thursday was when i did something a little more productive and instead of arriving in smart attire i was told to come in leggings and a black top a i was going to be doing housekeeping for the morning. This included me being with the head of the department and going into the rooms she had written on her sheet and stripping beds, changing sheets and hoovering the carpets. That was for the departure rooms, however it was slightly different for rooms with guests that were going to return as in these we just neatened them up, redoing the bed and restocking the tea trays for them. As it was June it was very warm in these rooms so i was getting very tired but in the end within the 3 hours we had completed 9 departures and 4 stay bedrooms as we have to go fast as to get everything done before guests will return.

Thursday afternoon was just spent in the reception doing extra jobs and continuing to find out information about the hotel that would help me with this assignment, i also did this on Friday and was pretty much the same.

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Positives And Negatives:

- The positive things i have taken away from my placement is the experience of working around a hotel, although it is not specifically what i want to do i got to see what it is like to have so many different departments in one establishment and how they are managed overall and individually.

- Another overall positive is just getting some form of experience where i worked for a week without getting payed, as i have never done something like this and although it dragged on and doesn’t seem worth it without the money it has helped me learn more values.

- Negative aspects of this experience was potentially the lack of it, where i was not given a lot of tasks throughout the week that could have broadened out my range of skills, and i just followed around others or was left with things I didn’t really understand with no help which made me feel uncomfortable and out of place.

Best Moment:

- My best moment was probably being behind the bar and contributing to making coffees and cold drinks and also waitressing around the restaurant area as i already have previous experience so it made me feel confident in doing something.

Worst Moment:

- My worst moments were probably when i was in reception which seemed to be everyday as this was just very boring and i don't think i learnt a lot or nearly anything as i just scanned old sheets and receipts, this just made the week drag longer. Also although i liked being in the housekeeping it was very very warm which I didn’t like as it felt more tiring to clean all the rooms as there is no air-conditioning in such an old hotel.

What Tasks I Enjoyed:

- As i have previously said i enjoyed the tasks behind the bar, and housekeeping, pretty cut anything that made me feel like I was actually contributing and physically doing something to help. As well as this i enjoyed being allowed to roam around the hotel freely when collecting information about it as i learnt and as a lot more things than i had done previously in the week in the specific departments.

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During my time at The Crown Spa Hotel i believe i gained quite a few good employability skills which will be useful for me to have and continue to develop for future jobs i may be applying to. Each day when I work up i would already have my clothes out ready which included of smart black trousers or a black skirt and white blouses, making sure these were ironed, and then ensuring i looked presentable with my hair and makeup as to make good impressions each day, this also made me feel more confident because i felt good myself. During my week there, i became really good at managing my time, especially on the mornings as i started at 9 every day and was there at least 10 minutes early, so i would have time to go downstairs and put all of my things in a locker before the day started, however i would say i have not kept this skill because usually my time management is very poor and i often rush and can be late to things, but due to this being a new and important thing i think it helped me as i wanted to set a good impression. I would also say that i gained good adaptability aswell as this was a new environment that i had never been in, wearing clothes that were not my usual attire but i instantly felt comfortable in them, and within the building as much as i could i would adapt well to the new jobs such as housekeeping as this is something i have never done before and was quite a fast pace tiring job.

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Customer service skills - successfully interacted with guests and handled any potential enquiries they had if it was possible.

Adaptability - I gained a new experience of working in different departments and adapting to the specific tasks they do each day.

Professionalism - I developed a new understanding of the standards within hospitality especially a hotel, such a punctuality, presentation, politeness and patience.

Time management - I improved on what i need to prioritise and completing things within a short timeframe like preparing rooms for guests quickly, and setting up areas for dining such as the afternoon tea.

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There are a lot of transferable skills that can be taken away from this specific job to any other, such as teamwork. In a hotel teamwork is a valuable skill needed as if all members of staff collaborate well it allows the products and service given to us timers to be satisfactory as everyone is on the same page, creating a friendly environment in the workplace. Communication is another important skill, good for jobs that involve speaking with the customer, as it allows you to talk confidently with them, ad provide a top service to the customer giving them what they want, and upselling them further products. Finally problem solving is a very important skill within any workplace, because if an issue arises you are then the one able to figure out the solution quickly before it escalates rather than waiting for someone else to, which becomes valuable for you and your team.

completing this week of work experience has made me realise that at the moment this career path is not for me, however this may just be because i felt my week was wasted and i didn't learn the skills of being in a hotel that i expected to be doing. In general i have thought about a career that involves customer service, such as cabin crew which would be similar in some ways, however to get a better impression on hotel work, I would need to go to a different establishment with a set focus on which department i want to be in, as this way i will receive a different experience and one that actually relates to a potential career i would like.

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I am writing to apply for a position at your hotel. I am currently at college and have completed a weeks work experience at another Hotel in Scarborough called the Crown Spa Hotel due to me studying travel and tourism. Here i gained a lot of valuable skills and a lot of hands on experience throughout all areas and departments. During the days of my work experience i learned the importance of communication and what it takes to work in a team in a way that makes sure everyone is on the same page so the hotel can run smoothly ensuring guests reach the satisfaction they are promised. I worked in the food and beverage department, housekeeping, reception and as a porter, which let me understand how everyone operates and what head of departments have to manage everyday. The skills i learnt are transferable that would be valuable to your team, such as time management, customer service and the adaptation of learning quickly and on the job. This work experience boosted my confidence and forced me to move out of my comfort zone and is why i would like to continue in something similar. I would say i am very reliable and enthusiastic individual and given the opportunity will be a key member in your team, by bringing a positive attitude and keen to learn more. I am thankful that you consider this application and would be great full for the opportunity.

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Timetable: 23rd June - 27th June 2025

Monday - Friday

9am-12pm, 1 hour lunch break, 1pm-4pm finish

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The hotel manager starts the day earlier than the other day time staff. They will start their shift by reviewing any issues from the night and guest feedback from the previous day. Followed by greeting the staff and meeting with head of departments such as housekeeping to ensure all rooms are turned over and ensuring all staff schedules are coordinated. After an initial start hotel managers will be strategically planning behind the scenes and making decisions that will benefit the hotel, often conducting meetings with staff and enforcing new regulations. They will monitor the current financial performance the hotel is working at and analyze reports on budgeting to enforce more cost-saving and efficient measures if necessary. They focus on guest satisfaction and want to enhance their experiences so may work on promoting new offers for guests and events that the hotel can do. On an evening the manger will conduct a final walkthrough of the property and reflect on the days success, identifying anything they can improve, looking at any customer feedback and negative or positive reviews, focusing on how they can prepare for the next day.