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The Crown Spa Hotel opened in 1845. Currently 88 employees work at the hotel and it had 116 rooms (sea view, rear view, mini suite). It also has 6 function rooms and 1 function bar for guests if they are celebrating a wedding, birthday etc. The crown spa hotel also provides a restaurant and lounge area for guests, and in the basement, there is a spa which includes a gym and swimming pool and it covers the whole of the basement floor. Guests and people in the local area are welcome to use these facilities. It is an AA rated 4 star hotel which values each and every guest that stays there. The crown spa hotel is managed by compass hospitality. Compass hospitality is a young and dynamic hospitality group based in Bangkok. They welcome guests from all over the county including Thailand, Malaysia, and the UK. They own 48 hotels equalling 4600 bedrooms in 3 countries (22 destinations). Compass hospitality offers a contemporary luxury experience. However, the crown spa hotel is independent but managed by compass hospitality. Hotel citrus in Cardiff is linked with the crown spa.

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The Crown Spa has many different types of rooms to accommodate each guest. They have a standard single room which on average costs £90 per night. They also have a comfort room, superior room, deluxe room with sea view, executive room, and mini suite room. Prices per night range from £90 to £200 for one adult. The hotel also has 6 disabled rooms with many more accessible features for people with mobility issues. They also provide family rooms for larger families. This is great because families will be attracted to the hotel a therefore visit the hotel more often. There are many different rooms to suite different needs and expectations.

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1. Manager
2. Assistant manager
3. Sales and Marketing
4. Maintenance
5. Reception
6. Housekeeping
7. Food and beverage

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The Crown Spa Hotel values their customers. They always put their customers first and make sure they respond to complaints promptly and professionally. They do this by following 10 basic standards: Use their surname if you know it, using positive body language, escort guests to their destination, acknowledge every guest, positively engage with children, know your information, Use the heart model, be helpful, provide accurate information, and address all guests in a friendly manner. By having good values, this motivates the staff to do well in their job.

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General Manager: Martin - Responsible for ensuring everything is running smoothly within the hotel, he is also responsible for replying to tripadvisor reviews and dealing with complaints.

Housekeeping - Responsible for making sure rooms are all clean and prepared for the 3pm check in time. They are also responsible for letting the maintenance manager know if anything in the rooms are broken etc. Houskeeping have to make sure that if guests ask for anything extra in the room, for example robes, extra pillows etc, that it gets sorted immediately to ensure the best customer service.

Food and beverage staff - It is super important that food and beverage staff make sure all tables are clean and ready for breakfast. It is also important that they make sure if anything is out of date - they throw it away immediately. Food and beverage staff are responsible for stripping tables, polishing cutlery, sweeping the floor etc. They are also responsible for delivering guests food and drink throughout the day.

Receptionists - Reception is responsible for checking guests in and out of their rooms. They are responsible for cashing up the card reader, giving extra key cards if necessary, and storing extra luggage. It is important that all guests data are protected and to use filing cabinets to store their data. It is really important to be organised and on top of all the work - so that when it gets busy, everything runs smoothly.

Sales and Marketing: There is one person involved in sales and marketing for the crown spa hotel. They create different posters and advertisements on canva and adobe and they are responsible for promoting the hotel and what’s available.

Assistant manager - The assistant manager is responsible for meetings and function events. They have to ensure that everyone is ok when doing their job and they have to make sure different messages get across to people.

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Crown Spa Hotel has a decision making process. For example, when a customer complains, the make sure to make the right decision so that the customer is happy and it creates a positive atmosphere for employees and guests. Sometimes, decisions can be hard to make, and therefore a manager or someone higher up will have to deal with the issue to make a decision on what to do.

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The Crown Spa hotel is in the private sector, and compass hospitality manages the hotel as its a management company. It is a young and dynamc hospitality group, which is based in bankok, They welcome guests from all over the country including thailand, malaysia, and the UK. Comp[ass hospitality owns 48 hotels equalling 4600 bedrooms in 3 countries (22 destinations). They also offer a contemporary dining experience.

The Crown Spa Hotel is independent but managed by compass hospitality. Citrus Hotel in Cardiff is linked with the Crown Spa.

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There are 116 rooms located within the crown spa hotel. There are different types for example, standard, deluxe, family, sea view, rear view, mini suite and disabled. There are 6 disabled rooms in the hotel which consist of walk in showers, hoist, equipment, wet room etc. There are also family rooms with a turn down service at 7, TV’s with a dvd player, and different facilities which are tailored towards children. It helps children settle down and get ready for bed. Family rooms are usually larger than a standard room because of the sofa bed etc.

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In the hotel, there are 6 function rooms and 1 function bar. These can be used for weddings, birthdays, meetings and events. People hire out these rooms so they have somewhere private for the event. The rooms are very large and they are accessible for everyone. These rooms are perfect for university meetings or a practical event. They are also named differently so there is: Imperial suite 1 and 2 and the consort suite.

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There are different suites available for weddings and there’s also a specific rooms called the bridal suite for a wedding. There are different sized rooms for the amount of people arriving. Sales and marketing also look at different neighbours wedding posters to try and make sure there’s are improved.

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All registration cards are filed and stored safely. No data is left out. There are security camera around the hotel to ensure people are safe, and balconies have been blocked as it doesn’t reach the minimum height requirement.

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Complications due to GDPR (data protection) and how the customer has booked.
The Crown spa has created a guest profile which is unique to each guest that stays in the hotel. It is attached to each booking and they invest in collecting information rewarding the guest. It is key to tailoring their stay and it ca store it there for each booking.
If it’s your birthday, they can add special things into your room.

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To ensure everyone is safe, staff members are regularly walking around to ensure people are safe.

Balcony rooms are restricted. You are not allowed to go on the balcony as it doesn’t meet height requirements.

Staff in food and beverage must be vary careful of potential allergens in and around the hotel. Staff must be made aware about allergies.

16 is the minimum age requirement to have any spa treatments and to enter the gym, pool, spa, and sauna. This is because of use of equipment, and different chemicals etc used.

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There are 10 basic standards to ensure that staff provide the best customer service. Staff are trained thoroughly to ensure that staff are happy, and are confident in what they are doing so that they can provide the best service to all guests. Staff also are aware that they can speak to a manager if they have any worries or concerns, this shows that it is a friendly work environment.

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You must treat everyone equally no matter race, gender, disability etc. You must treat all guests fairly and not give any special treatment to any guest.

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You need strong communication skills and positive body language to be able to work in the role. You also need to be passionate about what you do and enjoy it. And you must be friendly and kind to all staff and guests within the hotel.

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You need to be a happy, and friendly person, who is willing to learn new skills and meet new people :)

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Each role varies for different qualifications, however you need your basic English/maths GCSE and good college a level results. You don’t necessarily need to go to university depending on your job role. However, if it was sales and marketing, you may benefit from a university qualification in marketing.

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Emma Robinson
EmmaRobinson@crownspaahotel.com

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Smart business attire, with hair tied back. Wear a dress and blazer on shift.

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30 Hours for the week
9-4 Monday to Friday

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You must phone in 3 hours before your shift to ensure they can get cover for you.

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This has been attached to the teams assignment

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Julie Walkington came on Friday to evaluate how i was getting on

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I have really enjoyed work placement as it has improved my skills and abilities and i learnt new things about the travel industry. It has given me an insight into what it is like working in a hotel. It has helped me gain more self-confidence and I’ve loved meeting all the staff that work at the crown spa hotel. All the staff were welcoming and really lovely, it felt like a very friendly environment and it has taught me a lot about different areas in the hotel and how they all work.

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Employability skills - what have you used and developed? 

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Employability skills - what have you used and developed? 

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I have used strong communication skills, and i have developed my creativity and problem solving skills in the marketing section of the hotel because I thoroughly enjoyed creating posters to go on social media on canva. I have also gained more self confidence from this work placement. I gained more technology skills and I also learnt how to communicate with others better. I have a willingness to learn and I am very reliable which has meant I’ve developed alot during the work placement .

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What have you improved on or learnt? Have you developed a new skill?

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What have you improved on or learnt? Have you developed a new skill?

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I’ve improved on my social skills and speaking to new people. I have also found that i am very good at sales and marketing and it may be something i do after college.

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I have done one weeks worth of work experience at the crown spa hotel. This has improved my communication, problem solving, and listening stills. It has also helped me improve the ability to take constructive criticism. I have strong people skills and this work experience has helped me gain more creativity skills - especially in the digital marketing area of the hotel. I really enjoyed creating posters for social media advertising different things going on in the hotel to the public.

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I’ve enjoyed this work experience, however i am still sticking to my current plans which is either going to university in America or cabin crew. However, this has given me more insight in the travel and tourism industry and it could be something I progress onto in the future.

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You must be respectful, and not use any bad language when dealing with customers. You also must not shout back at customers if they are being rude.

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There is guests that have special requirements and the hotel ensures that they do their best to accommodate for them. The hotel ensures that people who are wheelchair users or use crutches can use the disabled lift to make it more accessible with stairs and the hotel also has a please ask for assistance sign. The crown spa hotel also has to make sure that they cater for people with allergies as this is becoming a more regular thing. They must always ask at check in if they have any allergies, and if so they will keep that on record so the next time they come to the hotel they will already be aware of their allergies.

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I shadowed a member of staff in the health club on what they did on a daily basis. First they went around the gym, spa, and pool and checked to ensure everything was going okay. Next they went behind reception and they started working on some social media posts for the health club. I was very lucky and I got to create a poster for social media to advertise the spa. Whilst doing this, the staff member also handed out towels to people who came a checked in, and took bookings over the phone. This shows that you need to have good multi tasking skills to be able to do a job like this. You will also need great communication skills and to be friendly to everyone and greet them whilst they walk in.

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In the hotel, there is 4 separate dining rooms used for different meals and occasions. There is a large room for breakfast, and seperate rooms for dinner. There is also a bar which serves cocktails, snacks, and wines. They serve many guests on a daily basis and they also prepare food for afternoon tea for the health club. The kitchen ensure all food is prepped and ready for the evening.