Guest Service Assistant

Holiday Inn Ashford Central; Tenterden; On-site; GBP 18,000 - 23,000; Full time

Job summary

Join a leading hotel as a Guest Service Assistant and play a pivotal role in ensuring exceptional experiences for all guests. This position involves customer service, problem-solving, and fast-paced interactions within an attractive hotel environment. Be part of a dynamic team dedicated to excellence in hospitality.

Benefits

Annual Conference Event and Awards

Career development opportunities

Employee discounts at retailers and restaurants

50% off food and beverage

Free access to Leisure Clubs

Qualifications

• Previous experience in a fast-paced, customer-facing role.
• Ability to anticipate guests' needs.
• Comfortable using a range of technology.

Responsibilities

• Ensure every guest receives a safe, outstanding experience.
• Build and develop relationships with guests.
• Maintain a high level of service knowledge about hotel services.

Skills

Customer Service

Communication

Problem Solving

Tools

MS Office

Job description

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Guest Service Assistant

Our Guest Service Assistants are responsible for ensuring every guest receives a safe, outstanding experience. This role reports directly to the Guest Service Manager and is part of a team based at our attractive hotel in Ashford (TN24 8QQ).

• Supporting your hotel in achieving all brand and company metrics and objectives
• Building and developing relationships with guests, assessing their needs, and adapting your style and approach accordingly
• Ensuring all repeat guests, priority members, and VIPs receive recognition and appreciation
• Following SOPs to ensure consistent hospitality for all guests
• Maintaining a high level of product and service knowledge about all IHG hotels in your region and promoting the hotel, products, services, and IHG to all guests

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.

Other businesses may call this role Front Office Assistant, Food and Beverage Assistant, Guest Experience Assistant, or Hotel Services Assistant.

Full details of the role will be discussed with shortlisted candidates. If you'd like to find out more before applying, please reach out to our resourcing team at [emailprotected].

Benefits

• Annual Conference Event and Awards
• Robust career development opportunities and support for personal growth
• Attractive discounts across many major retailers, restaurants, and events
• Complementary Employee, Family, and Friends discounts in hotels across the Kew Green Hotels portfolio and partner hotels worldwide
• 50% off food and beverage while staying in our hotels
• 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice
• Free and unlimited access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

Ideally, you will have some previous experience in a fast-paced, customer-facing role and a passion for outstanding customer service. The ability to anticipate guests' needs is highly desirable. You should also be comfortable using a range of technology, including MS Office.

Next steps

A member of the hotel team will contact you to schedule a 15-minute chat to get to know you better. We will explain the role in detail, and you can highlight your skills. If successful, you'll meet the Business Excellence Manager or Guest Service Manager.