Guest Experience Lead — Warm Welcome & Top Service

Heeton Concept Hotels; Greater London; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Annual bonus

Retention bonus at 3- and 6-months

Staff rates across IHG

Job summary

Heeton Concept Hotels is seeking a friendly Guest Services Assistant to warmly welcome guests and manage check-in/check-out, while providing local insights to ensure a friction-free stay.

You will promote the IHG loyalty program, handle bookings, process payments, and support bar, restaurant, and events with a strong focus on outstanding service. This role emphasizes teamwork and guest satisfaction.

Qualifications

• Excellent customer service skills.
• Hospitality experience preferred.
• Must speak fluent English.

Responsibilities

• Welcome guests and handle check-in/check-out to start a seamless stay.
• Promote and explain the IHG loyalty program to guests.
• Take reservations, upsell services, and inform guests how to enhance their stay.
• Handle cash/credit transactions according to SOPs.
• Prepare and serve food and drinks in bar/restaurant; assist in kitchen duties when needed.
• Set up, service and support events; maintain public areas to a high standard.
• Act as a main point of contact for guests and escalate issues as needed.
• Support night-shift coverage as required.

Skills

Excellent customer service

Job description

Heeton Concept Hotels is seeking a friendly Guest Services Assistant to warmly welcome guests and manage check-in/check-out, while providing local insights to ensure a friction-free stay.

You will promote the IHG loyalty program, handle bookings, process payments, and support bar, restaurant, and events with a strong focus on outstanding service. This role emphasizes teamwork and guest satisfaction.