Guest Service Assistant

Aimbridge EMEA; Birmingham; On-site; GBP 20,000 - 24,000; Full time

Job summary

A leading hotel management company in Birmingham seeks a proactive individual to manage guest relations and hotel operations. The role requires strong communication and organisational skills, with flexibility to work varied shifts. Responsibilities include managing reservations, ensuring guest satisfaction through courtesy calls, and supporting hotel operations during high-demand periods. The position offers industry-leading training, staff discounts, and various employee benefits, promoting a positive work environment.

Benefits

Industry-leading training

Hotel discounts across portfolio

Employee assistance program

Uncapped incentives

Paid breaks

Access to hotel gym

Free staff parking

Qualifications

• Ability to interact confidently with guests and colleagues.
• Manage multiple tasks in a fast-paced environment.
• Ensure accuracy in guest information and bookings.

Responsibilities

• Complete daily checklists for hotel operations.
• Manage reservations and room allocations.
• Conduct courtesy calls to in-house guests.
• Monitor reception inbox and respond to inquiries.
• Contribute to departmental targets.
• Provide support during busy periods.
• Carry out Duty Manager responsibilities.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Flexibility

Curious mindset

Team-first attitude

Proactive handling of guest concerns

Tools

Microsoft Office

Hotel property management systems (e.g., Opera)

Job description

Responsibilities

• Complete daily checklists to support smooth and efficient hotel operations.
• Manage reservations and room allocations, ensuring accuracy, attention to detail, and guest preferences are met.
• Carry out courtesy calls to in-house guests to ensure satisfaction and promptly address any concerns.
• Monitor the reception inbox and respond to guest and business enquiries in a timely and professional manner.
• Monitor online travel agent platforms, responding to guest enquiries and reviews promptly and in line with brand standards.
• Proactively contribute to achieving departmental targets, including Guest Love, Loyalty Recognition, and IHG One Rewards enrolments.
• Complete clear and accurate handovers with other team members across shifts to ensure continuity of service.
• Liaise with other departments to ensure guest requests are actioned and expectations are met.
• Adhere to all Health & Safety, Fire Safety, and Crisis Management policies and procedures, and complete all required training to ensure a safe environment for guests and colleagues.
• Adhere to brand service standards and complete all required service training.
• Provide support during busy periods, including breakfast service and social evenings.
• Attend monthly team meetings and contribute to team communication and engagement.
• Carry out Duty Manager responsibilities during shifts, ensuring all incidents, hazards, and complaints are logged correctly.

Qualifications and Skills

• Communication skills, with the ability to interact confidently and professionally with guests and colleagues, both verbally and in writing.
• Organisational skills, with the ability to manage reservations, check-ins and check-outs, and multiple tasks in a fast-paced environment, ensuring that any complaints, issues, or incidents are accurately logged in the Duty Manager log, PMS systems, or escalated to management as appropriate.
• Attention to detail, ensuring guest information and bookings are accurate, and that daily tasks are completed correctly to avoid issues for guests and the wider team.
• Technical skills, including confidence using Microsoft Office, email, and online systems; experience with hotel property management systems such as Opera or similar is an advantage.
• Flexibility to work across seven days, including early shifts (07:00-15:00) and late shifts (14:30-22:30), in line with business needs.
• Curious and proactive mindset, with a willingness to learn, ask questions, and continuously improve.
• Team-first attitude, with the willingness to support other departments when needed and contribute to the success of the hotel as a whole.
• Confidence to handle guest concerns proactively, using initiative and flexibility to ensure a positive guest experience.

Working Hours

• Flexible to work across seven days, including early shifts (07:00-15:00) and late shifts (14:30-22:30), in line with business needs.

Benefits

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio-wide, including staff rates, up to 50% discount on food & beverage and spa, and access to staff rates across IHG hotels.
• Access to Stream pay and savings programs
• 24/7 employee assistance program
• Uncapped incentives and recognition programs
• Flexible working opportunities
• Paid breaks
• Starting salary above national minimum wage
• Access to hotel gym facilities
• Free staff parking