Guest Service Agent Night

Eclipse Hotels Group; Greater London; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Discounted hotel rooms

50% food & beverage discount

Employee assistance

Health plan

Life insurance

Retail discounts

Complimentary meals on duty

Employee recognition

Recommend a friend scheme

Training & development

Job summary

Eclipse Hotels Group in Poole is seeking a Guest Service Agent (HIEX) Night to join our Holiday Inn Express Poole. You will manage day-to-day hotel operations with a warm, guest-focused approach and ensure a seamless night service experience.

Join a branded hotel team that delivers first-class service across the UK, with opportunities for training and development and a supportive work environment on site in Poole.

Qualifications

• Experience in front office roles in a branded hotel environment is preferred.
• Solid understanding of front office systems and guest check-in/out procedures.
• Ability to work night shifts and maintain high service levels.
• Excellent communication and interpersonal skills with attention to detail.

Responsibilities

• Create a warm welcome and set the tone for each guest experience.
• Ensure smooth check-in/check-out, including group check-ins.
• Cover reception, kitchen bar and restaurant as required.
• Answer hotel calls in a professional, welcoming manner.
• Run the Night Audit process.
• Keep Front Office and lobby clean and tidy.
• Support colleagues by setting up/clearing food & beverage outlets (including events).
• Prepare food for breakfast service.
• Conduct regular security walks around the hotel.

Skills

Front Office Systems

Customer Service

Night Work

Communication Skills

Organisational Skills

MS Office

Tools

Microsoft Word

Excel

PowerPoint

Job description

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn and Holiday Inn Express, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Guest Service Agent (HIEX) Night at our Holiday Inn Express Poole.You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Night Guest Service Agent you'll deliver this through managing all aspects of the day to day operations of the hotel. You'll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Create a warm welcome to everyone and set the tone for each of our guests' experience.
• Ensure that our guests experience a smooth Check-in and Check- out process (Including Group Check ins)
• Multi tasker - Coverage of our reception desk, kitchen bar and restaurant.
• Be able to answer our hotels calls in professional yet welcoming manner.
• Run our Night Audit process.
• Ensure that our Front Office and lobby area are kept clean & tidy.
• Support your colleagues from other departments by setting up /clearing down of any of our food & beverage outlets (Including conference & events).
• Prepare food for breakfast service.
• Conduct regular security walks around our hotel.

What we are looking for:

• Previous hotel experience as a Front Office Team Member or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• A basic understanding of food safety;
• Experience in offering exceptional customer service.
• A clear understanding of the need for night time work.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations;

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.