Customer Service - Sales and Information Team Leader:
The customer service sales and information team leader has many key responsibilities such as: leading a highly motivated team that is recruited to drive sales, of various ticket upgrades: Fastrack tickets, Towers 2 tickets, Annual Passes, Extraordinary Golf and many more!
(Tasks activities) Being a sales and information team leader you are expected, to make sure guests have a great experience by providing a helping hand around the resort, giving directions, solving issues and capturing guest feedback using handheld devices.
(Requirements) Previous experience of leading a team would be beneficial in this role, you will need to understand how to motivate and gain respect from your team members and drive them to hit tough sales targets. You will be expected to work closely with a Sales and Information Executive to manage all aspects of day to day leadership from leading briefings, organising rota’s, monitoring performance etc. need the right attitude, great communication skills, and confidence to approach our guests and put a smile on their faces throughout their day! You will need to be target driven and have a real passion for sales and guest service. You may have sales experience, but full training will also be provided. Also commitment and flexibility may be required, Alton Towers will provide everything they need, from full training and full uniform.
(Benefits) Working for Merlin Entertainments/ Alton Towers means that you can take full advantage of an excellent package, being part of the wider Group means there'll always be further opportunities to grow, develop and try new things plus full and continuous support along the way. Alton Towers offers such benefits as:
• Free tickets for all Merlin attractions
• Discounts and special offers with a variety of companies including O2, Sky, and Ticketmaster.
• Pension scheme & Life Assurance,
As part of the wider Merlin Entertainments Group, you will enjoy continuous support and opportunities to branch out and develop your career.
B2 Contract of employment
CONTRACT OF EMPLOYMENT B2
1. Names of the contracted parties
Between: Alton Towers (the ‘Employer’)
15 Town Road – Anytown – AT65 Y66
And: Fred Jones (the ‘Employee’)
12 Smalltown Road – Staffordshire SS09 5EW
The importance of stating the names of the contracted parties is that, it shows whom this contract is between and can be used for further reference.
2. Starting date of the Employee
Employment Start Date: 22nd March 2009
The starting date is important as it shows when the employee (stated in 1) starts to see what rights they are entitled to. Regarding holidays and minimum notices before they leave/ or the minimum notice that they require if they are being sacked or fired.
3. Job title and description
Assistiant Area Manager (for Rides): In this job you’ll keep a close eye on ride efficiency and continually seek to improve the customer offering on day-to-day basis. You will be required to have good communicational and motivational skills as being an Assistant Area Manager (for Rides) you will be required to run team briefings. With this job you will be expected to put ideas forward to improve customer service, and try to lower all business costs. As an assistant manager for rides, you will be expected to run a team through ride operations. And any other small jobs the manager asks them to do.
Importance: The job title and description gives the stated party in 1. It shows the roles and activities that the employee will carry out during work hours, or in the work premise.
4. Address of the workplace
The Employee will work from: Alton Towers Theme Park, Staffordshire SS09 5EW
Importance: states what park or aspect of the business the employee will work and the location they will work.
5. Salary
The Employee’s salary is £17,500 per annum. Payments are monthly by BACS directly in to your bank account. If you do not have a bank account you will need to open one.
Importance; states they method of payment and amount of pay for the year.
6. Hours of work
The Employee’s working week will consist of 40 hours, from Monday to Friday and from 9 am to 6pm. There is a 1-hour lunch break: timing to be agreed with immediate supervisor.
From time to time, the Employee may be asked to work outside of the contracted hours. An hourly rate of 1.5 times the normal hourly rate will be paid.
Importance: shows how many hours the employee has to work, states times and the rate of pay for overtime. It also states how long the employee is allowed to have for a lunch break. If they are paid less than is stated in the contract they have the right to go to a tribunal or go to a trade union.
7. Holiday entitlement
The Employee is entitled to 4 weeks (20 days) paid holiday per annum. At the end of 5 years service an extra days holiday entitlement is given – followed by a further 1 days holiday entitlement for each of the next 4 years service: bringing maximum holiday entitlement to 5 weeks (25 days).
Importance: states how long/ how many days the employee can/ must have holiday whilst working at the company. And it also states that after 4 years holidays are raised to 5 weeks (25 days).
8. Sickness entitlement
Contractual Sick Pay: the Employee will receive their normal salary for a period of 4 weeks, in any 12-month period where a doctor’s certificate is produced after 7 consecutive days sickness. Payments will be less Statutory Sick Pay and any Social Security benefits due to the Employee.
Importance: states the days of sickness in which you can be paid for. Also informs employee that they will get less statutory pay (sick pay). Also states a medical note needs to be shown for 7 days sickness in concession.
9. Pension
A Stakeholder pension scheme is provided for all employees. Details will be made available on starting employment.
Importance: states they will get a pension for working here, but it will be discussed when starting the job.
10. Grievance procedure
In all but one instance, the Employee must report any grievance to their immediate supervisor. Where, and only where, the grievance is with the immediate supervisor, the Employee can make their grievance known to the immediate supervisor of the Employees supervisor.
Importance: tells them if they have a problem report to their supervisor, who will try to resolve it in the best possible way.
.
11. Disciplinary procedure
Where the Employer believes that the Employee has acted in an unfit way in the course of carrying out their duty, or the Employee brings the Employers business in to disrepute, the Employee will face a disciplinary inquiry.
If the Employee is found to have committed a minor misconduct, the Employer has the option of a verbal warning (in writing), or a written warning depending on the severity of the misconduct.
If the Employee is found to have committed gross misconduct, the Employer has the option of a verbal warning (in writing), a written warning, a final written warning, or instant dismissal. The Employer also has the option to suspend the Employee where the Employer needs to make an inquiry into the misconduct.
Importance: states/tells them what they are able to do and not to do during the hours of work and the consequences they will receive, depending on the harshness of the event or misconduct.
12. Notice periods required from both the Employee and the Employer
The minimum notice periods are as follows:
Time in Employment Minimum Notice
Under 1 month No Notice
Over 1 month 1 Week
2 years’ service 2 Weeks
3 to 12 years’ service One week for each year to a maximum of 12 Weeks.
The Employee must send a copy of their notice to the company’s address, as 1 above.
The Employer will send a copy of the notice to the Employees address, as 1 above.
In the case of the Employee being dismissed for gross misconduct, the Employer will decide if any notice period will be applied and/or worked.
I agree to the above terms and confirm I have received a copy of this Contract.
…………………………………….………
Signed by the Employee
Dated……………………………….…….
……………………………….……………
Signed by or on behalf of the Employer
Dated……………………….…………….
Note: The Employee is to receive a copy of the Contract when signed by both parties.
Importance: both signatures prove that the contract is eligible and both parties agree with the contract term and conditions and if the contract is broken, then it will or may go to court or the authorities.
B3 Evaluation of contract
The contract of employment used in B2 meets both the needs of both the employer and employee, as it has many strong worded sections giving a clear indication in what the employee receives for their labour and gives a clear indication of what they are expected to do or complete during hours of work/ in their job; Section 3. (Job title and description) states this and gives a detailed analysis. Section 3 links well with section 5 (Salary), 6 (Hours of work) and section 11 (Disciplinary procedure) salary is closely linked with job title and description as they employee would want to know how much pay they are entitled to receive, for their work, the employee would also like to be informed of hours of work or days of work in which they are expected to be within or on business premises or a business activity (stated in the section 3 job title). Section 11 (Disciplinary procedure) is one of the many things the employee needs to be well informed about, this section of the contract is a good started for telling the employee the basics of what they can or cant do within the business. But in my opinion this section of the contract could be a little more informative and state some examples, of ‘gross misconduct’ or ‘minor misconduct’ to clarify what they cannot do.
D.Taylor B1, B2, B3