Internal Customers at Longleat (Leisure & Tourism)

Internal Customers at Longleat

Longleat employs approximately 197 staff and up to 450 during the peak season in summer. The is a clear structure with workers within Longleat, The marquees of Bath meets with the General manager & Land agent every month to make sure everything is running smoothly and to put forward suggestions to Lord Bath about possible new attractions or new pricing policies. The general manager then meets with department managers to again discuss possible new attractions for the park or maybe replacement of old unused attractions. The department managers then meet with their staff to see how everything is working down on the ‘front line’, from all these meeting we can clearly see that happy staff is key to Longleat.

Staff Training

Training is given to all staff to make sure that the Longleat staff can work in a safe and enjoyable environment, before each member of staff starts the job they go around all the attractions so they can see all the attractions and they can see what goes on around the park. Inductions will be carried out by the line manager with will involve specific training to the area of work plus the health and fire safety. The member of staff will then have manual handling training given to all staff. They will then partake in additional courses as required by department this could involve basic usage in IT courses. The customer service training will be provided for front line staff to guarantee the well being of customers and staff. Then they will have a pre season training day which includes customer service, staff handbook and health and safety. As you can see Longleat go through many stages to insure that the staff know what they are doing so as not to be unhappy.

Salaries and Benefits

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Salaries and Benefits

Staff who work full time for Longleat have their salaries paid on a fortnightly or monthly basis. Seasonal Staff generally are paid on an hourly basis. Holiday entitlement is 21 days based on 5 day week for staff who have worked at Longleat less than 5 years. 21 days appears to be a low amount of holiday days to receive it is only 3 weeks for staff that work 5 days a week, and for staff that have worked over 5 years are only entitled to an extra two days holiday, 23 days. Longleat also offer a pension scheme to those who have worked over 12 months with Longleat. The scheme is not compulsory but if the member of staff wishes to contribute the rates are 4% for the employee and 7% for the employer which seems a very worth wile bonus for the staff. Life insurance is also offered to staff who may wish to receive it.

Motivations and incentives

Longleat boasts good communication and proper treatment to all staff that work at Longleat. Another incentive to work is that Longleat offer an annual staff day out. Longleat also offer a Christmas staff party every other year also this seems an incentive to work I disagree I feel that Longleat should offer a Christmas party every year not every other year. Staff bonuses for exceptional visitor year are also offered. First aiders receive an extra £3 for each first aid incident dealt with this is a very good idea in my opinion because staff that could have been avoiding or not looking for first aid needed incidents may now be looking to help the customer because it will also help their wallet. Full time staff also receive a Christmas tree free of charge. Other incentives to work include free tickets to Longleat and cheddar caves and also Longleat retail and catering discounts.

Longleat policies

Lone worker policy

This is a policy that was introduced so employer recognises Health & safety for all stall working alone. Some of the details include; control measures, legal position, training, supervisor among others.

Equal Opportunities

Is a Longleat policy with zero tolerance of all forms of unlawful discrimination, harassment, bullying or victimisation. Longleat recognises the legal obligations including; Race relations act, Sex discrimination act, The Equal pay act, Disability discrimination act and the Part time workers legislation.

Longleat recognising all these acts proves and ensures a happy working environment for all Longleat employees.

Disciplinary Procedure

If a complaint is made against an employee it will be investigated by the employer and there could be a possible suspension put in place there could be a verbal or written warning to explain action being taken or there could be a right of appeal to general manager.

If a complaint is made by an employee they are invited to a meeting to discuss it, there will be a conclusion reached and it will be communicated to the employee mangers can have further meeting to discuss it .

Gross misconduct - The employer reserves the right to dismiss staff without prior notice or pay if the employee commits gross misconduct which could include refusal to carry out duties, drink or drug abuse or dangerous behavior.

These procedures ensure that staff work in a safe and hassle free environment.