Receptionist Apprentice

Main Duties:

To greet all visitors to the Casino in a customer focused, professional and helpful manner To be fully conversant and comply with all aspects of gambling and AML legislation and LCCP including company policy and procedures relating to the department, Health & Safety and security To maintain strict application of the Challenge 25 procedures in order to ensure no underage customers gain access to the casino at any time To deal with all phone calls in a customer focussed professional manner, taking and relaying messages effectively To maintain accurately the Neon members database ensuring this is always kept up-to date ensuring compliance with AML Regulations, GDPR and Data Protection Legislation in respect of identification documents and any other documentation produced To be able to explain and actively promote all club facilities and promotional activities To seek and take advantage of opportunities for personal development actively within the business You will warmly welcome our customers to the casino, ensuring Challenge 25 protocol is met and create a safe and secure environment for the general public and staff You will play a key part in controlling expenditure within your department and ensuring the casino stays safe, legal and compliant

Customer Service:

To project the correct image by ensuring personal appearance is always of the highest standard To adopt a pleasant, professional, and positive manner with all customers, anticipating their needs and handling customer complaints in an agreed manner with management To be able to recognise when customers require help and provide assistance in a positive, considerate and professional manner To acknowledge and greet all customers, smiling and making eye contact with each customer Anticipate the needs of all customers and satisfy expectations and to go that extra mile in ensuring the customers enjoy their experience in the Casino To have a full working knowledge of and to actively support all club marketing activities To always project the company in a positive light to both customers and staff

Teamwork:

To recognise the importance of teamwork, building and maintaining effective working relationships with all colleagues at the Casino To liaise with security constantly regarding the safety of customers and staff within the Casino, utilising CCTV if appropriate

Flexibility:

To adopt a positive and flexible attitude to changing priorities and procedures, including changes to shifts/rota’s etc.

Communication:

To assist in an effective communication process throughout the Casino To have the ability to communicate in an appropriate manner with all colleagues and customers

Other Duties:

To carry out other duties that may be reasonable requested from time to time

Rota Requirements:

To work 4 or 5 shifts over a seven-day period and, in some branches, to cover for a 24-hour period

Training:
Customer Service Practitioner Level 2 Apprenticeship Standard

Training Outcome:
Potential full-time job upon completion of apprenticeship

Employer Description:
Napoleons Casinos & Restaurants are operated by a privately owned UK family business, The A & S Leisure Group Limited, with over 50 years in the leisure and hospitality sector. We have a commitment to providing first class venues and outstanding customer service for our clientele. Our Group employs over 650 people across 7 leisure & entertainment businesses.

Working Hours :
5 shifts over 7 days. Shifts will include evenings and weekends and will also involve some late finishes.

Skills:
Good communication skills,Willing to work varied shifts,Willing to follow instruction,Able to use own initiative,Able to work as a team