Holiday Resort Representative Employment Contract UK

Responsibilities reflected in the contract

• Welcome and support guests in resort.
• Deliver briefings and coordinate transfers.
• Sell or administer approved excursions.
• Resolve complaints within delegated authority.
• Respond to illness disruption and emergencies.

A realistic working scenario

On a morning shift the Resort Representative (Hotel) completes EPOS and booking-system checks, takes over shift handover records from the outgoing representative, verifies food-safety and temperature logs, briefs front-of-house and kitchen staff on service priorities, and escalates any unresolved allergen or safety risk to the travel operations or sales manager for further approval.

Outputs to agree

• Completed shift handover record showing service priorities, pending actions and handover signatures.
• Updated booking and till reconciliation in the booking system/EPOS at shift end.
• Food-safety and temperature logs recorded during shift and handed to kitchen and management.
• Incident or complaint report filed and escalated to the travel operations or sales manager when it affects guest safety or booking/payment outcomes.

Records and evidence

• Shift handover records (incoming/outgoing notes, signatures).
• Booking and till reconciliation in EPOS and booking systems.
• Food-safety and temperature check logs and allergen notes.
• Incident, complaint and escalation reports referencing travel operations or sales manager.
• Rota, holiday and sickness entries relevant to the role.
• Work records.

Reporting relationship

Typically reports to Line Manager or Department Manager. Confirm the employer's actual reporting structure in the builder.

Authority and escalation

• May update EPOS and booking-system records, complete food-safety checks and handovers, and file incident or complaint reports. Escalation to the travel operations or sales manager is required for unresolved allergen risks, unsafe food-safety readings, booking/payment exceptions or any situation beyond authorised shift commitments. Use systems and PPE only for permitted Resort Representative (Hotel) duties.
• Obtain approval before committing expenditure, changing contractual commitments or making regulated or staffing decisions outside the assigned role.

Tools and systems

• EPOS.
• Kitchen equipment.
• Booking systems.

Workplace context

• Office, client premises, remote systems or assigned work locations.

Contract priorities

• Complete accurate shift handovers and retain signed handover records.
• Record booking and till reconciliations in EPOS and booking systems each shift.
• Carry out and record food-safety and temperature checks; escalate unsafe readings.
• File incident and complaint reports and escalate safeguarding or payment exceptions to the travel operations or sales manager.
• Protect guest, booking, payment, allergen and supplier records; report suspected unauthorised access.

Information the employer should prepare

• the destination hotels and guest programme
• the overseas term accommodation and travel
• the rota airport and on-call duties
• the excursion commission and refund limits
• the emergency consular and head-office routes