Customer Service/Receptionst Palmers Lodge Willesden Green

To undertake all designated duties within the hostel. To ensure the delivery of a positive experience to all Palmers customers and assist with the overall successful operation of the hostel. To ensure standards of delivery in accordance with company policies.

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Closing date: 30 Oct 2017

Apprenticeship summary

  • Weekly wage


  • Working week

    Monday to Sunday (with 2 days off a week) 40 hours over 7 days. Paid lunch break.

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    01 Nov 2017

  • Date posted

    08 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number


  • Positions

    1 available

Customer service

  • Deliver high standards of customer service at all times providing a positive customer experience.
  • Provide effective support to  line managers when responding to customer feedback.
  • Support line managers to continually improve ways of working and actively contribute own ideas to overall improvements within the hostel.
  • Effectively work with colleagues and build positive working relationships for the benefit of the team and customers.
  • Comply with Health & Safety regulations to ensure safety of colleagues and customers.

Reception/Accommodation Function.

  • Be positive and informative to all customers, to assist with the effective delivery of the reception, bookings and accommodation function.
  • Ensure efficient use the booking system to maximise income and profitability.
  • Identify and maximise sales opportunities whenever possible.
  • Carry out all designated duties to the highest standard

Requirements and prospects

Desired skills

  • Previous experience of working within the hospitality or customer focused industry.
  • Knowledge and understanding of the hostel and its customer base.
  • Understanding of management software systems and/or proficient in basic computer skills.
  • Good numeracy and literacy skills.
  • Able to demonstrate a good level of verbal and written communication skills.
  • Maybe someone that has travelled and knows the differences between hotels and hostels.
  • Bubbly, chatty, confident, friendly, outgoing, enjoys life and has good interpersonal skills.

Personal qualities

Business Perspective

  • Stays up to date with the company’s objectives and ongoing initiatives.
  • Understands how own role contributes success in achieving business objectives.
  • Plans ahead and works in a systematic and organised way
  • Aware of the key pressures facing the industry

Customer Service Orientation

  • Builds rapport and gives cheerful helpful service
  • Establishes customer needs
  • Meets and exceeds customer expectations
  • Takes personal responsibility for correcting problems
  • Distributes helpful information to customers

Innovative & Adaptive

  • Adapts and responds well to change
  • Makes suggestions for improvements in own work area
  • Approaches problems with curiosity and open-mindedness
  • Learns from mistakes and successes to ensure continuous improvement

Leading & Collaborating

  • Displays willingness to learn from others
  • Demonstrates confidence in colleagues abilities
  • Works cooperatively with others as opposed to working separately or competitively
  • Seeks contribution of people from different perspectives

Developing Performance

  • Takes responsibility for personal development and learning
  • Sets objectives and asks for feedback
  • Welcomes new challenges as an opportunity to learn and explore concepts and ideas with others
  • Provides developmental feedback
  • Communicating
  • Provides clear concise information to others in a confident manner
  • Listens carefully and asks questions to clarify meaning, seeking information before passing on elsewhere
  • Explains to people why they are doing things
  • Demonstrates awareness of appropriate body language when communicating

Qualifications required

Good level and use of English

Future prospects

permanent position

Things to consider

40 hour contract, £8.50 an hour + commission and we offer other benefits too, such as 20% subsidy on gym membership.

About the employer

PALMERS LODGE, AWARD WINNING BOUTIQUE HOSTELS. Here is a little about us, a luxury boutique hostels in London located with ensuite rooms and dorms plus great service. Just like our friendly staff. Designed for the needs of travellers and groups looking for a backpacker hostel in London, with a choice of private rooms and dorm beds, plus restaurant/TV lounge/bar and breakfast.


Palmers Lodge Willesden Green



Willesden Lane



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Training provider

All training will be delivered by the employer alongside Davidson Training the selected training provider

Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider


Applications for this apprenticeship are being processed by Davidson Training (UK) Ltd



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Closing date: 30 Oct 2017