Apprentice / Trainee Hotel General Assistant

Summary

Start your hospitality career with Z Hotels as an Apprentice/Trainee GSA! Enjoy hands-on training, great benefits, social activities, and real opportunities for development and progression. Join a team that works hard, has fun, and supports your growth every step of the way.

Wage

£26,265 a year

Training course

Customer service practitioner (level 2)

Hours

This full-time role is 40 hours, 5 days per week on a shift basis, including early starts, late finishes, weekends, and bank holidays. We do rotas two months in advance, so team members can make plans outside of work.

40 hours a week

Start date

Monday 9 November 2026

Duration

1 year

Positions available

2

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Welcome guests and support with check-in and check-out procedures
• Assist in setting up and replenishing the breakfast buffet
• Help serve food and drinks, including coffee, alcoholic beverages, and snacks
• Clear and clean tables in the café area
• Support with handling guest queries and offering local information
• Learn to manage phone calls and respond to guest emails
• Help keep reception and café areas clean and well-presented
• Assist with basic admin tasks like key cutting and invoice preparation
• Restock supplies and check cleanliness standards are maintained
• Observe and support in responding to maintenance or housekeeping requests

Where you'll work

You can select which locations you want to apply for in your application on Find an apprenticeship.

This apprenticeship is available in these locations:

• Z Hotels, 5 Kingsway, Holborn, WC2B 6SR
• Z Hotels, 17 Moor Street, Soho, London, W1D 5AP
• Z Hotels, 51 Gloucester Place, London, W1U 8JF
• Z Piccadilly 2 Orange Street, London, WC2H 7DF
• Z City, 24 Fleet Street, London, EC4Y 1AA
• Z Trafalgar, 53 59 Chandos Place, London, WC2N 4HS

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

THE OPPORTUNITY PROVIDER LTD

Training course

Customer service practitioner (level 2)

What you'll learn

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.
• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or
• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.
• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.
• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.
• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.
• Demonstrate patience and calmness.
• Show you understand the customer’s point of view.
• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.
• Maintain informative communication during service recovery.

Training schedule

Training will take place mainly at Z Hotels, with all learning embedded into day-to-day work activities. Apprentices will also meet regularly with the Opportunity Provider Trainer either online or face-to-face to complete and review learning tasks and assessments. These sessions typically occur every 4-6 weeks, with ongoing support available between visits.

More training information

Our training provider, The Opportunity Provider, specialises in hospitality development and delivers a structured Level 2 Customer Service Apprenticeship. Progress is supported through a dedicated Vocational Trainer, with a clear plan leading to a nationally recognised qualification and a potential progression route into supervisory roles.

The apprenticeship includes a final end-point assessment covering practical observation, a business project, and a professional discussion.

Requirements

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

• Communication skills
• Attention to detail
• Customer care skills
• Presentation skills
• Administrative skills
• Team working
• Patience