What is Service in the Hospitality Industry? A Complete Guide

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In the fast-paced world of hotels, restaurants, and events, service in the hospitality industry is what turns a simple stay or meal into an unforgettable experience. But what exactly does “service” mean in this context? Simply put, it’s the range of interactions, assistance, and care that staff provide to guests from checking in at a hotel reception to serving a perfectly timed dish in a restaurant.

If you’re searching for clarity on hospitality service, you’re in the right place. This comprehensive guide explains everything: the definition, key characteristics, different types, why it’s so important, common challenges, and emerging trends. Whether you’re a hospitality professional, a job seeker in the UK industry, or just curious, this article will help you understand the vital role service plays.

hospitality service  What Does Service Mean in Hospitality  It's the doing part of hospitality

What Does Service Mean in Hospitality?

Service in the hospitality industry refers to all the practical actions and interactions that meet guests’ needs efficiently and courteously. It’s the “doing” part of hospitality delivering on promises with skill and attention to detail.

While hospitality is about warmth, generosity, and making guests feel genuinely welcomed (like treating them as family), service is the operational side that makes it happen. For example:

  • A luxurious hotel room shows hospitality.
  • Prompt, accurate check-in and room preparation demonstrate excellent service.

In the UK, where hospitality employs millions and contributes billions to the economy, high-quality service is key to standing out. Industry bodies like the Institute of Hospitality emphasise blending technical skills with genuine care.

Historically, service has evolved from basic inn-keeping in medieval Britain to the refined standards of iconic venues like The Savoy or The Ritz in London. Today, models like SERVQUAL help measure service quality through reliability, responsiveness, assurance, empathy, and tangibles.

Key Characteristics of Hospitality Service

Hospitality service has unique traits that set it apart from other sectors. Understanding these helps explain why delivering great service can be both rewarding and challenging.

  1. Intangible – You can’t touch or store service; it’s an experience judged by feelings and perceptions.
  2. Perishable – An unsold hotel room or restaurant table means lost revenue forever, especially in seasonal UK spots like Cornwall or the Scottish Highlands.
  3. Inseparable – Service happens in real time, with the staff member and guest both involved.
  4. Variable – Quality can vary depending on the day, staff, or guest mood that’s why consistent training matters.
  5. High Guest Involvement – Guests co-create their experience by sharing preferences or feedback.

These characteristics demand flexibility, especially with tools like customer relationship management (CRM) systems to personalise service.

Key Characteristics of Hospitality Service

Types of Service in the Hospitality Industry

Service varies across hotels, restaurants, bars, events, and tourism. It’s often divided into three main phases:

1. Pre-Arrival Service

This starts with bookings and enquiries. Easy online reservations, confirmation emails, and pre-arrival personalisation (like noting allergies) build excitement. In the UK, apps from chains like Premier Inn or Booking.com make this seamless.

2. During-Stay or On-Site Service

The heart of hospitality:

  • Front Desk/Reception: Quick check-ins, perhaps with mobile keys.
  • Housekeeping: Spotless rooms, often with sustainable options like optional daily cleaning.
  • Food and Beverage: From casual pub service to fine dining, where waiters recommend wines or accommodate diets.
  • Concierge: Expert help with tickets, directions, or special requests many top UK hotels have Les Clefs d’Or certified concierges.

 

3. Post-Departure Service

Follow-up emails, feedback requests, and loyalty perks encourage returns. Personalised offers based on past stays boost retention.

Technology enhances all types think contactless check-in or apps for room service orders.

Why is Service So Important in Hospitality?

Great service isn’t just nice to have it’s essential for success:

  • Drives Guest Satisfaction and Reviews – Positive experiences lead to glowing TripAdvisor or Google reviews, influencing most bookings.
  • Boosts Revenue – Happy guests spend more on upsells and return often.
  • Improves Staff Retention – Empowered teams feel valued, reducing the UK’s high turnover rates.
  • Supports the Economy – Excellent service attracts tourists to landmarks like Edinburgh Castle or London theatres.
  • Builds Loyalty – In competitive markets, service creates emotional connections.

During challenges like the pandemic, adaptive service (e.g., enhanced safety with maintained warmth) helped businesses recover.

Service is So Important in Hospitality Why is Service So Important in Hospitality

Common Challenges in Delivering Hospitality Service (and Solutions)

No one said it was easy. Key challenges include:

  • Staff Shortages – Post-Brexit and pandemic effects still impact the UK industry.
  • High Expectations – Guests want instant, personalised service.
  • Seasonal Fluctuations – Busy summers vs quiet winters.
  • Rising Costs – Balancing quality with affordability.

Best Practices to Overcome Them:

  • Invest in training (e.g., NVQs or role-playing).
  • Empower staff to resolve issues on the spot.
  • Use technology wisely (POS systems, AI chatbots).
  • Focus on sustainability and inclusion to attract modern guests and talent.
  • Gather real-time feedback for quick improvements.

Iconic examples: The Ritz London’s “ladies and gentlemen serving ladies and gentlemen” ethos, or Pret A Manger’s speedy, friendly approach.

Future Trends in Hospitality Service

The industry is evolving rapidly:

  • Technology Integration – AI for routine tasks, freeing staff for personal touches; robots in some hotels.
  • Sustainability Focus – Eco-friendly practices as standard.
  • Hyper-Personalisation – Data-driven tailored experiences.
  • Wellness and Hybrid Models – Post-pandemic emphasis on health and flexible spaces.

In the UK, experiential service creating unique memories will continue to grow.

Final Thoughts: The Heart of Hospitality

Service in the hospitality industry is the foundation that supports warmth, efficiency, and memorable moments. From front-line interactions to behind-the-scenes efforts, it’s what keeps guests coming back.

For businesses, prioritising service means investing in people and processes. For professionals, mastering it opens doors to rewarding careers.

If you’re in the UK hospitality sector whether recruiting, managing, or working frontline, understanding service is key to excellence.

Have questions about hospitality service or need tips for your team? Feel free to get in touch!

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Get in touch with us and we can offer you bespoke advice and discuss the various options available to you.

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Terms and Conditions

Terms of Engagement For Agency Workers (Contract for Services)
1. DEFINITIONS AND INTERPRETATION
1.1. In these Terms the following definitions apply:
“Actual Rate of Pay” means, unless and until the Agency Worker has completed the Qualifying Period, the rate of pay which will be paid for each hour worked during an Assignment (to the nearest quarter hour) weekly in arrears, subject to Deductions and any Agreed Deductions, as set out in the relevant Assignment Details Form;
“Actual QP Rate of Pay” means the rate of pay which will be paid to the Agency
Worker when s/he completes the Qualifying Period. Such rate will be paid for each hour worked during an Assignment (to the nearest quarter hour) weekly in
arrears, subject to Deductions and any Agreed Deductions, as set out in any variation to the relevant Assignment Details Form;
“Agency Worker” means Registered Company Goldstar Recruitment Ltd at 3a
Market Place, Woodstock, Oxfordshire, OX20 1SY
“Agency Workers Regulations” means the Agency Workers Regulations 2010
“Agreed Deductions” means any deductions the Agency Worker has agreed can be made from their pay;
“Assignment” means assignment services to be performed by the
Agency Worker for the Hirer for a period during which the Agency Worker is supplied by the Employment Business to work temporarily for and under the
supervision and direction of the Hirer;
“Assignment Details Form” means written confirmation of the assignment details
to be given to the Agency Worker upon acceptance of the Assignment;
“Calendar Week” means any period of 7 days starting with the same day
as the first day of the First Assignment;
“Conduct Regulations” means the Conduct of Employment Agencies and
Employment Businesses Regulations 2003;
“Confidential Information” means any and all confidential commercial, financial,
marketing, technical or other information or data of whatever nature relating to the Hirer or Employment Business or their business or affairs (including but not
limited to these Terms, data, records, reports, agreements, software, programs, specifications, knowhow, trade secrets and other information concerning the Assignment) in any form or medium whether disclosed or granted access to whether in writing, orally or by any other means, provided to the Agency Worker or any third party in relation to the Assignment by the Hirer or the Employment Business or by a third party on behalf of the Hirer whether before or after
the date of these Terms together with any reproductions of such information in any form or medium or any part(s) of such information; “Control” means (a) the legal or beneficial ownership, directly or indirectly, of more than 50% of the issued share capital or similar right of ownership; or (b) the power to direct or cause the direction of the affairs and/or general management of the company, partnership, statutory
body or other entity in question, whether through the ownership of voting capital, by contract or otherwise, and “Controls” and “Controlled” shall be construed
accordingly;
“Data Protection Laws” means the Data Protection Act 1998, any applicable
statutory or regulatory provisions and all European
Directives and regulations in force from time to time
relating to the protection and transfer of personal
data;
“Deductions” means any deductions which the Employment Business
may be required by law to make and in respect of PAYE pursuant to Sections 44-47 of the Income Tax (Earnings and Pensions) Act 2003 and Class 1 National Insurance
Contributions;
“Emoluments” means any pay in addition to the Actual QP Rate of Pay;
“Employment Business” means Goldstar Recruitment Ltd, 3a Market Place,
Woodstock, Oxfordshire, OX20 1SY
“Engagement” means the engagement, employment or use of the
Agency Worker by the Hirer or any third party to whom the Agency Worker has been introduced by the Hirer, on a permanent or temporary basis, whether under a contract of service or for services, and/or through a company of which the Agency Worker is an officer, employee or other representative, an agency, license, franchise or partnership arrangement, or any other engagement; and “Engage”, “Engages” and “Engaged”
shall be construed accordingly;
“First Assignment” means:
(a) the relevant Assignment; or
(b) if, prior to the relevant Assignment:
i. the Agency Worker has worked in any assignment in the same role with the relevant Hirer as the role in which the Agency Worker works in the relevant Assignment; and
ii. the relevant Qualifying Period commenced in any such assignment, that assignment (an assignment being (for the purpose of this defined term) a period of time during which the Agency Worker is supplied by one or more Temporary Work Agencies to the relevant Hirer to work temporarily for and under the supervision and direction of the relevant Hirer);
“Hirer” means the person, firm or corporate body together with any subsidiary or associated person, firm or corporate body (as the case may be) to whom the Agency Worker is supplied or introduced;
“Hirer’s Group” means (a) any individual, company, partnership, statutory body or other entity which from time to time Controls the Hirer, including (but not limited to) as a holding company as defined in section 1159 of the Companies Act 2006; and (b) any company, partnership, statutory body or other entity which from time to time is Controlled by or is under common Control with the Hirer, including (but not limited to) as a subsidiary or holding company as defined in section 1159 of the Companies Act 2006;
“Hourly Rate” means £10.42 (For over 23’s) being the minimum rate of pay (subject to Deductions) that the Employment Business reasonably expects to achieve, for all hours worked by the Agency Worker;
–23 & over; £10.42—-21-22; £10.18—-18-20; £7.49—-Under 18; £5.28—-Apprentice £5.28–
“Leave Year” means the period during which the Agency Worker
accrues and may take statutory leave commencing on 1 st April of each year and runs until the anniversary of that date;
“Period of Extended Hire” means any additional period that the Hirer wishes the
Agency Worker to be supplied for beyond the duration of the original Assignment or series of assignments as an alternative to paying a Transfer Fee;
“Qualifying Period” means 12 continuous Calendar Weeks during the
whole or part of which the Agency Worker is supplied by one or more Temporary Work Agencies to the relevant Hirer to work temporarily for and under the
supervision and direction of the relevant Hirer in the same role, and as further defined in the Schedule to these Terms;
“Relevant Period” means (a) the period of 8 weeks commencing on the
day after the last day on which the Agency Worker worked for the Hirer having been supplied by the Employment Business; or (b) the period of 14 weeks
commencing on the first day on which the Agency Worker worked for the Hirer having been supplied by Employment Business or 14 weeks from the first day of
the most recent Assignment where there has been a break of more than 6 weeks (42 days) since any previous assignment;
“Temporary Work Agency” means as defined in the Schedule to these Terms;
“Terms” means these terms of engagement (including the attached schedule) together with any applicable Assignment Details Form;
“Transfer Fee” means the fee payable by the Hirer to the Employment Business in accordance with clause 3.7, as permitted by Regulation 10 of the Conduct Regulations;
“Type of Work” means Hospitality & Catering Industry work and
“Working Time Regulations” means the Working Time Regulations 1998.
1.2. Unless the context otherwise requires, references to the singular include the plural
and references to the masculine include the feminine and vice versa.
1.3. The headings contained in these Terms are for convenience only and do not affect
their interpretation.
1.4. Any reference, express or implied, to an enactment includes a reference to that
enactment as from time to time amended, modified, extended, re-enacted, replaced
or applied by or under any other enactment (whether before or after the date of
these Terms) and all subordinate legislation made (before or after these Terms)
under it from time to time.
2. THE CONTRACT
2.1. These Terms constitute the entire agreement between the Employment Business
and the Agency Worker for the supply of services to the Hirer and they shall govern
all Assignments undertaken by the Agency Worker. However, no contract shall exist
between the Employment Business and the Agency Worker between Assignments.
These Terms shall prevail over any other terms put forward by the Agency Worker.
2.2. During an Assignment the Agency Worker will be engaged on a contract for services by the Employment Business on these Terms. For the avoidance of doubt, the
Agency Worker is not an employee of the Employment Business although the
Employment Business is required to make the Deductions from the Agency Worker’s
pay. These Terms shall not give rise to a contract of employment between the
Employment Business and the Agency Worker, or the Agency Worker and the Hirer.
The Agency Worker is supplied as a worker, and is entitled to certain statutory rights
as such, but nothing in these Terms shall be construed as giving the Agency Worker
rights in addition to those provided by statute except where expressly stated.
2.3. No variation or alteration to these Terms shall be valid unless the details of such
variation are agreed between the Employment Business and the Agency Worker and
set out in writing and a copy of the varied terms is given to the Agency Worker no
later than 5 business days following the day on which the variation was made stating
the date on or after which such varied terms shall apply.
2.4. The Employment Business shall act as an employment business (as defined in Section
13(3) of the Employment Agencies Act 1973) (as amended) when introducing or
supplying the Agency Worker for Assignments with its Hirers.
3. ASSIGNMENTS AND INFORMATION TO BE PROVIDED
3.1. The Employment Business will endeavor to obtain suitable Assignments for the
Agency Worker to perform the agreed Type of Work. The Agency Worker shall not be
obliged to accept any Assignment offered by the Employment Business.
3.2. The Agency Worker acknowledges that the nature of temporary work means that
there may be periods when no suitable work is available and agrees that:
3.2.1. the suitability of the work to be offered shall be determined solely by the
Employment Business; and
3.2.2. the Employment Business shall incur no liability to the Agency Worker
should it fail to offer Assignments of the Type of Work or any other work.
3.3. At the same time as an Assignment is offered to the Agency Worker the Employment
Business shall provide the Agency Worker with an Assignment Details Form setting
out the following:
3.3.1. the identity of the Hirer, and if applicable the nature of their business;
3.3.2. the date the Assignment is to commence and the duration or likely duration
of Assignment;
3.3.3. the Type of Work, location and hours during which the Agency Worker
would be required to work;
3.3.4. the Hourly Rate that will be paid and any expenses payable by or to the
Agency Worker;
3.3.5. any risks to health and safety known to the Hirer in relation to the
Assignment and the steps the Hirer has taken to prevent or control such
risks; and
3.3.6. what experience, training, qualifications and any authorisation required by
law or a professional body the Hirer considers necessary or which are
required by law to work in the Assignment.
3.4. Where such information is not given in paper form or by electronic means it shall be confirmed by such means by the end of the third business day (excluding Saturday,
Sunday and any Public or Bank Holiday) following save where:
3.4.1. the Agency Worker is being offered an Assignment in the same position as
one in which the Agency Worker has previously been supplied within the
previous 5 business days and such information has already been given to the
Agency Worker and remains unchanged; or
3.4.2. subject to clause 3.5, the Assignment is intended to last for 5 consecutive
business days or less and such information has previously been given to the
Agency Worker before and remains unchanged, the Employment Business
needs only to provide written confirmation of the identity of the Hirer and
the likely duration of the Assignment.
3.5. Where the provisions of clause 3.4.2 are met but the Assignment extends beyond
the intended 5 consecutive business day period, the Employment Business shall
provide such information set out in clause 3.3 to the Agency Worker in paper or
electronic form within 8 days of the start of the Assignment.
3.6. For the purpose of calculating the average number of weekly hours worked by the
Agency Worker on an Assignment for the purposes of the Working Time Regulations,
the start date for the relevant averaging period shall be the date on which the
Agency Worker commences the first Assignment.
3.7. If, before or during an Assignment or during the Relevant Period, the Hirer wishes to Engage the Agency Worker directly or through another employment business, the
Agency Worker acknowledges that the Employment Business will be entitled either
to charge the Hirer a Transfer Fee or to agree a Period of Extended Hire with the
Hirer at the end of which the Agency Worker may be Engaged directly by the Hirer or
through another employment business without further charge to the Hirer. In
addition, the Employment Business will be entitled to charge a Transfer Fee to the
Hirer if the Hirer introduces the Agency Worker to a third party (other than another
employment business) who subsequently Engages the Agency Worker, directly or
indirectly, before or during an Assignment or within the Relevant Period.
3.8. If the Agency Worker has completed the Qualifying Period on the start date of the
relevant Assignment or following completion of the Qualifying Period during the
relevant Assignment, and if the Agency Worker is entitled to any terms and
conditions relating to the duration of working time, night work, rest periods and/or
rest breaks under the Agency Workers Regulations which are different and
preferential to rights and entitlements relating to the same under the Working Time
Regulations, any such terms and conditions will be as set out in the relevant
Assignment Details Form or any variation to the relevant Assignment Details Form
(as appropriate).
4. AGENCY WORKER’S OBLIGATIONS
4.1. The Agency Worker is not obliged to accept any Assignment offered by the
Employment Business but if the Agency Worker does accept an Assignment, during
every Assignment and afterwards where appropriate, s/he will:
4.1.1. co-operate with the Hirer’s reasonable instructions and accept the direction,
supervision and control of any responsible person in the Hirer’s
organisation;
4.1.2. observe any relevant rules and regulations of the Hirer’s establishment
(including normal hours of work) to which attention has been drawn or
which the Agency Worker might reasonably be expected to ascertain;
4.1.3. take all reasonable steps to safeguard his or her own health and safety and
that of any other person who may be present or be affected by his or her
actions on the Assignment and comply with the Health and Safety policies
and procedures of the Hirer;
4.1.4. not engage in any conduct detrimental to the interests of the Employment
Business and/ or Hirer which includes any conduct which could bring the
Employment Business and/or the Hirer into disrepute and/or which results
in the loss of custom or business by either the Employment Business or the
Hirer;
4.1.5. not commit any act or omission constituting unlawful discrimination against
or harassment of any member of the Employment Business’ or the Hirer’s
staff;
4.1.6. not at any time divulge to any person, nor use for his or her own or any
other person’s benefit, any Confidential Information relating to the Hirer’s
or the Employment Business’ employees, business affairs, transactions or
finances;
4.1.7. on completion of the Assignment or at any time when requested by the
Hirer or the Employment Business, return to the Hirer or where appropriate,
to the Employment Business, any Hirer property or items provided to the
Agency Worker in connection with or for the purpose of the Assignment,
including, but not limited to any equipment, materials, documents, swipe
cards or ID cards, uniforms, personal protective equipment or clothing.
4.2. If the Agency Worker accepts any Assignment offered by the Employment Business, as soon as possible prior to the commencement of each such Assignment and during each Assignment (as appropriate) and at any time at the Employment Business’ request, the Agency Worker undertakes to:
4.2.1. inform the Employment Business of any Calendar Weeks between 1 October
2011 and prior to the date of commencement of the relevant Assignment
and/or during the relevant Assignment in which the Agency Worker has
worked in the same or a similar role with the relevant Hirer via any third
party and which the Agency Worker believes count or may count toward the
Qualifying Period;
4.2.2. provide the Employment Business with all the details of such work, including
(without limitation) details of where, when and the period(s) during which
such work was undertaken and any other details requested by the
Employment Business; and
4.2.3. inform the Employment Business if, since 1 October 2011, s/he has prior to
the date of commencement of the relevant Assignment and/or during the
relevant Assignment:
4.2.3.1. completed two or more assignments with the Hirer;
4.2.3.2. completed at least one assignment with the Hirer and
one or more earlier assignments with any member of the Hirer’s
Group; and/or
4.2.3.3. worked in more than two roles during an assignment
with the Hirer and on at least two occasions worked in a role
that was not the same role as the previous role.
4.3. If the Agency Worker is unable for any reason to attend work during an Assignments/he should inform the Employment Business within 1 hour of the commencement of the Assignment or shift. If it is not possible to inform the Employment Business within these timescales, the Agency Worker should alternatively inform the Hirer and then the Employment Business as soon as possible.
4.4. If, either before or during an Assignment, the Agency Worker becomes aware of any reason why s/he may not be suitable for an Assignment, s/he shall notify the
Employment Business without delay.
4.5. The Agency Worker acknowledges that any breach of his/her obligations set out in
this clause may cause the Employment Business to suffer loss and that the
Employment Business reserves the right to recover such losses from the Agency
Worker.
5. TIMESHEETS
5.1. At the end of each week of an Assignment (or at the end of the Assignment where it is for a period of 1 week or less or is completed before the end of a week) the
Agency Worker shall deliver to the Employment Business a timesheet duly
completed to indicate the number of hours worked during the preceding week (or
such lesser period) and signed by an authorised representative of the Hirer.
5.2. Subject to clause 5.3 the Employment Business shall pay the Agency Worker for all
hours worked regardless of whether the Employment Business has received payment
from the Hirer for those hours.
5.3. Where the Agency Worker fails to submit a properly authenticated timesheet the
Employment Business shall, in a timely fashion, conduct further investigations into
the hours claimed by the Agency Worker and the reasons that the Hirer has refused
to sign a timesheet in respect of those hours. This may delay any payment due to the
Agency Worker. The Employment Business shall make no payment to the Agency
Worker for hours not worked.
5.4. For the avoidance of doubt and for the purposes of the Working Time Regulations,
the Agency Worker’s working time shall only consist of those periods during which
s/he is carrying out activities or duties for the Hirer as part of the Assignment. Time
spent travelling to the Hirer’s premises (apart from time spent travelling between
two or more premises of the Hirer), lunch breaks and other rest breaks shall not
count as part of the Agency Worker’s working time for these purposes. This clause
5.4 is subject to any variation set out in the relevant Assignment Details Form or any
variation to the relevant Assignment Details Form which the Employment Business
may make for the purpose of compliance with the Agency Workers Regulations.
6. REMUNERATION
6.1. The Employment Business shall pay to the Agency Worker the Actual Rate of Pay
unless and until the Agency Worker completes the Qualifying Period. The Actual Rate
of Pay will be notified on a per Assignment basis and as set out in the relevant
Assignment Details Form.
6.2. If the Agency Worker has completed the Qualifying Period on the start date of the
relevant Assignment or following completion of the Qualifying Period during the
relevant Assignment, the Employment Business shall pay to the Agency Worker:
6.2.1. the Actual QP Rate of Pay; and
6.2.2. the Emoluments (if any),
which will be notified on a per Assignment basis and as set out in the relevant
Assignment Details Form or any variation to the relevant Assignment Details Form.
6.3. Subject to any statutory entitlement under the relevant legislation referred to in
clauses 7 and 8 below and any other statutory entitlement, the Agency Worker is not
entitled to receive payment from the Employment Business or the Hirer for time not
spent on Assignment, whether in respect of holidays, illness or absence for any other
reason unless otherwise agreed.
6.4. If the Agency Worker has completed the Qualifying Period on the start date of the
relevant Assignment or following completion of the Qualifying Period during the
relevant Assignment, the Agency Worker may be entitled to receive a bonus. The
Agency Worker will comply with any requirements of the Employment Business
and/or the Hirer relating to the assessment of the Agency Worker’s performance for
the purpose of determining whether or not the Agency Worker is entitled to a bonus
and the amount of any such bonus. If, subject to satisfying the relevant assessment
criteria, the Agency Worker is entitled to receive a bonus, the Employment Business
will pay the bonus to the Agency Worker.
7. ANNUAL LEAVE
7.1. The Agency Worker is entitled to paid annual leave according to the statutory
minimum as provided by the Working Time Regulations from time to time. The
current statutory entitlement to paid annual leave under the Working Time
Regulations is 5.6 weeks.
7.2. Entitlement to payment for leave under clause 7.1 accrues in proportion to the
amount of time worked by the Agency Worker on Assignment during the Leave Year.
7.3. Under the Agency Workers Regulations, on completion of the Qualifying Period
the Agency Worker may be entitled to paid and/or unpaid annual leave in addition to
the Agency Worker’s entitlement to paid annual leave under the Working Time
Regulations and in accordance with clauses 7.1 and 7.2. If this is the case, any such
entitlement(s), the date from which any such entitlement(s) will commence and how
payment for such entitlement(s) accrues will be as set out in the relevant Assignment
Details Form or any variation to the relevant Assignment Details Form.
7.4. All entitlement to leave must be taken during the course of the Leave Year in
which it accrues and, save as may be set out in the relevant Assignment Details Form
or any variation to the relevant Assignment Details Form, none may be carried
forward to the next year. The Agency Worker is responsible for ensuring that all paid
annual leave is requested and taken within the Leave Year.
7.5. If the Agency Worker wishes to take paid leave during the course of an Assignment
s/he should notify the Employment Business of the dates of his/her intended
absence giving notice of at least twice the length of the period of leave that s/he
wishes to take. In certain circumstances the Employment Business may require the
Agency Worker to take paid annual leave at specific times or notify the Agency
Worker of periods when paid annual leave cannot be taken. Where the Agency
Worker has given notice of a request to take paid annual leave in accordance with
this clause, the Employment Business may give counter-notice to the Agency Worker
to postpone or reduce the amount of leave that the Agency Worker wishes to take.
In such circumstances the Employment Business will inform the Agency Worker in
writing giving at least the same length of notice as the period of leave that it wishes
to postpone or reduce it by.
7.6. Subject to clause 7.3, the amount of payment which the Agency Worker will
receive in respect of periods of annual leave taken during the course of an
Assignment will be calculated in accordance with and paid in proportion to the
number of hours which the Agency Worker has worked on Assignment.
7.7. Subject to clause 7.3, in the course of any Assignment during the first Leave Year,
the Agency Worker is entitled to request leave at the rate of one-twelfth of the
Agency Worker’s total holiday entitlement in each month of the leave year.
7.8. Choose either Option A or B
A: Save where this clause is amended by the Assignment Details Form, where a bank
holiday or other public holiday falls during an Assignment and the Agency Worker
does not work on that day, then subject to the Agency Worker having accrued
entitlement to payment for leave in accordance with clause 7.2 or clause 7.3 (if
applicable), that day shall count as part of the Agency Worker’s paid annual leave
entitlement.
7.9. Where this contract is terminated by either party and a P45 is requested, the
Agency Worker shall be entitled to a payment in lieu of any untaken leave where the
amount of leave taken is less than the amount accrued in accordance with clause 7
at the date of termination.
8. SICKNESS ABSENCE
8.1. The Agency Worker may be eligible for Statutory Sick Pay provided that s/he meets
the relevant statutory criteria.
8.2. The Agency Worker is required to provide the Employment Business with evidence
of incapacity to work which may be by way of a self-certificate for the first 7 days of
incapacity and a doctor’s certificate thereafter.
8.3. For the purposes of the Statutory Sick Pay scheme there is one qualifying day per
week during the course of an Assignment and that qualifying day shall be the
Wednesday in every week.
8.4. In the event that the Agency Worker submits a Statement of Fitness for Work ( “the Statement”) or similar medical evidence, which indicates that the Agency Worker
may, subject to certain conditions, be fit to work/return to work, the Employment
Business will in its absolute discretion determine whether the Agency Worker will be
(a) placed in a new Assignment or (b) permitted to continue in an ongoing
Assignment. In making such determination the Employment Business may consult
with the Hirer and the Agency Worker as appropriate to assess whether the
conditions identified in the Statement or similar documentation can be satisfied for
the duration of the Assignment.
8.5. Where clause 8.4 applies, the Agency Worker’s placement in a new Assignment or
continuation in an ongoing Assignment may be subject to the Agency Worker
agreeing to a variation of the Terms or the assignment details set out in the
Assignment Details Form to accommodate any conditions identified in the Statement
or other similar medical evidence as is appropriate.
9. TERMINATION
9.1. Any of the Employment Business, the Agency Worker or the Hirer may terminate the Agency Worker’s Assignment at any time without prior notice or liability.
9.2. The Agency Worker acknowledges that the continuation of an Assignment is subject to and conditioned by the continuation of the contract entered into between the Employment Business and the Hirer. In the event that the contract between the
Employment Business and the Hirer is terminated for any reason the Assignment
shall cease with immediate effect without liability to the Agency Worker (save for
payment for hours worked by the Agency Worker up to the date of termination of
the Assignment).
9.3. If the Agency Worker does not inform the Hirer or the Employment Business that
they are unable to attend work during the course of an Assignment (as required in
clause 4.3) this will be treated as termination of the Assignment by the Agency
Worker in accordance with clause 9.1, unless the Agency Worker can show that
exceptional circumstances prevented him or her from complying with clause 4.3.
9.4. If the Agency Worker is absent during the course of an Assignment and the
Assignment has not been otherwise terminated under clauses 9.1 or 9.3 above the
Employment Business will be entitled to terminate the Assignment in accordance
with clause 9.1 if the work to which the Agency Worker was assigned is no longer
available.
9.5. If the Agency Worker does not report to the Employment Business to notify his/her
availability for work for a period of 3 weeks, the Employment Business will forward
his/her P45 to his/her last known address.
10. INTELLECTUAL PROPERTY RIGHTS
The Agency Worker acknowledges that all copyright, trademarks, patents and other
intellectual property rights deriving from services carried out by him/her for the Hirer during the Assignment shall belong to the Hirer. Accordingly, the Agency Worker shall execute all such documents and do all such acts as the Employment Business shall from time to time require in order to give effect to its rights pursuant to this clause.
11. CONFIDENTIALITY
11.1. In order to protect the confidentiality and trade secrets of any Hirer and the
Employment Business and without prejudice to every other duty to keep secret all
information given to it or gained in confidence the Agency Worker agrees as follows:
11.1.1. not at any time, whether during or after an Assignment (unless expressly so
authorised by the Hirer or the Employment Business as a necessary part of
the performance of its duties) to disclose to any person or to make use of
any of the trade secrets or the Confidential Information of the Hirer or the
Employment Business with the exception of information already in the
public domain;
11.1.2. to deliver up to the Hirer or the Employment Business (as directed) at the
end of each Assignment all documents and other materials belonging to the
Hirer (and all copies) which are in its possession including documents and
other materials created by him/her during the course of the Assignment;
and
11.1.3. not at any time to make any copy, abstract, summary or précis of the whole
or any part of any document or other material belonging to the Hirer except
when required to do so in the course of its duties under an Assignment in
which event any such item shall belong to the Hirer or the Employment
Business as appropriate.
12. DATA PROTECTION
12.1. The Agency Worker warrants that in relation to these Terms, s/he shall comply
strictly with all provisions applicable to him/her under the Data Protection Laws and
shall not do or permit to be done anything which might cause the Employment
Business or the Hirer to breach any Data Protection Laws.
12.2. The Agency Worker consents to the Employment Business, any other intermediary involved in supplying the services of the Agency Worker to the Hirer (now or in the future), and the Hirer:
12.2.1. processing his/her personal data for purposes connected with the
performance of the Assignment and pursuant to these Terms; and
12.2.2. exporting and/or processing his/her personal data in jurisdictions outside
the European Economic Area for purposes connected with the performance
of these Terms.
13. SEVERABILITY
If any of the provisions of these Terms shall be determined by any competent authority to be unenforceable to any extent, such provision shall, to that extent, be severed from the remaining Terms, which shall continue to be valid to the fullest extent permitted by applicable laws.
14. NOTICES
All notices which are required to be given in accordance with these Terms shall be in writing and may be delivered personally or by first class prepaid post to the registered office of the party upon whom the notice is to be served or any other address that the party has notified the other party in writing, by email or facsimile transmission. Any such notice shall be deemed to have been served: if by hand when delivered; if by first class post 48 hours following posting; and if by email or facsimile transmission, when that email or facsimile is sent.
15. GOVERNING LAW AND JURISDICTION
These Terms are governed by the law of England & Wales and are subject to the exclusive jurisdiction of the Courts of England & Wales.
SCHEDULE: “QUALIFYING PERIOD” AND “TEMPORARY WORK AGENCY”
For the purpose of the definition of “Qualifying Period” in clause 1.1 of these Terms, when calculating whether any weeks completed with the Hirer count as continuous towards the Qualifying Period, where:
(a) the Agency Worker has started working during an assignment and there is a break, either between assignments or during an assignment, when the Agency Worker is not working;
(b) the break is:
(i) for any reason and not more than six Calendar Weeks;
(ii) wholly due to the fact that the Agency Worker is incapable of working in consequence of sickness or injury and the break is 28 Calendar Weeks or less; paragraph (iii) does not apply; and, if required to do so by the Employment Business, the Agency Worker has provided such written medical evidence as may reasonably be required;
(iii) related to pregnancy, childbirth or maternity and is at a time in a protected period, being a period beginning at the start of the pregnancy and ending at the end of the 26 weeks beginning with childbirth (being the birth of a living child or the birth of a child whether living or dead after 24 weeks of pregnancy) or, if earlier, when the Agency Worker returns to work;
(iv) wholly for the purpose of taking time off or leave, whether statutory or contractual, to which the Agency Worker is otherwise entitled which is:
i. ordinary, compulsory or additional maternity leave;
ii. ordinary or additional adoption leave;
iii. ordinary or additional paternity leave;
iv. time off or other leave not listed in
paragraphs (iv)i, ii, or iii above; or
v. for more than one of the reasons listed in paragraphs (iv)i, ii, iii to iv above;
(v) wholly because the Agency Worker is required to attend at any place in pursuance to being summoned for service as a juror and the break is 28 Calendar Weeks or less;
(vi) wholly due to a temporary cessation in the Hirer’s requirement for any worker to be present at the establishment and work in a role for a pre-determined period of time according to the established custom and practices of the Hirer;
(vii) wholly due to a strike, lock-out or other industrial action at the Hirer’s establishment; or
(viii) wholly due to more than one of the reasons listed in paragraphs (ii), (iii), (iv), (v), (vi) or (vii);
and
(c) the Agency Worker returns to work in the same role with the Hirer,
any weeks during which the Agency Worker worked for the Hirer before the break shall be carried forward and treated as counting towards the Qualifying Period with any weeks during which the Agency Worker works for the Hirer after the break. In addition, when calculating the number of weeks during which the Agency Worker has worked, where the Agency Worker has started working in a role during an Assignment and is unable to continue working for a reason described in paragraph (b)(iii) or
(b)(iv)i., ii, or iii., for the period that is covered by one or more such reasons, the Agency Worker shall be deemed to be working in that role with the Hirer for the original intended duration or likely duration of the relevant Assignment, whichever is the longer. For the avoidance of doubt, time spent by the Agency Worker working during an assignment before 1 October 2011 do es not count for the purposes of the definition of “Qualifying Period”.
“Temporary Work Agency” means as defined in Regulation 4 of the Agency Workers Regulations being
a person engaged in the economic activity, public or private, whether operating for pro fit, and whether carrying on such activity in conjunction with others, of:
(a) supplying individuals to work temporarily for and under the supervision and direction of hirers; or
(b) paying for, or receiving or forwarding payment for, the services of individuals who are supplied to work temporarily for and under the supervision and direction of hirers.
Notwithstanding paragraph (b) of this definition a person is not a Temporary Work Agency if the person is engaged in the economic activity of paying for, or receiving or forwarding payments for, the services of individuals regardless of whether the individuals are supplied to work for hirers. For the purpose of this definition, a “hirer” means a person engaged in economic activity, public or private, whether operating for profit, to whom individuals are supplied, to work temporarily for and under the supervision and direction of that person.
Declaration
I confirm that the information provided on this form and within my CV, if applicable, is both truthful and accurate. I have omitted no facts that could affect my future employment. I understand that any engagement entered into is subject to documentary evidence of my right to work in the UK, verification of any professional qualifications and, in the case of temporary assignments, subject to satisfactory references. I expressly consent to any sensitive or personal data, disclosed as part of my application, being used in connection with the search for work, subject to the relevant Data Protection legislation. I also confirm, accept and understand the terms of engagement (Contract for services) and have received a copy of the of the Goldstar Welcome booklet (currently only for FOH, Catering Assistants, Housekeeping and K.P. staff). I will inform Goldstar Recruitment Ltd immediately of any circumstances that may affect my work, such as changes to health, subsequent pending prosecutions or convictions, which may arise whilst I am registered for permanent or temporary work