Guest Service Assistant

Holiday Inn Express Braintree; Braintree; On-site; GBP 18,000 - 23,000; Full time

Job summary

A leading hotel seeks a Guest Service Assistant to ensure guests have an outstanding experience. This role involves supporting hotel objectives, building guest relationships, and maintaining service standards. Ideal candidates will possess prior customer service experience and a strong desire to help guests, benefiting from robust career development and various employee discounts.

Benefits

Annual Conference Event and Awards

Robust career development opportunities

Attractive discounts across retailers and restaurants

Employee, Family, and Friends hotel discounts

50% off food and beverage at hotels

24/7 Employee Assistance Line

Free access to Leisure Clubs

Qualifications

• Previous experience in a fast-paced, customer-facing role is ideal.
• Passion for outstanding customer service.
• Ability to adapt to various technologies.

Responsibilities

• Support hotel brand metrics and objectives.
• Build relationships with guests and assess their needs.
• Ensure recognition for repeat guests and VIPs.
• Follow SOPs for consistent hospitality.
• Maintain knowledge about IHG hotels and promote them to guests.

Skills

Outstanding customer service

Ability to anticipate guests' needs

Comfortable using MS Office

Job description

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 hotel in Braintree (CM77 7AB).

1. Supporting your hotel in achieving all brand and company metrics and objectives.
2. Building and developing relationships with guests, assessing their needs, and adapting your style and approach accordingly.
3. Ensuring all repeat guests, priority members, and VIPs receive recognition and appreciation.
4. Following SOPs to ensure consistent hospitality for all guests.
5. 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 titles for this role may include 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 contact our resourcing team at [emailprotected].

Benefits include:

• Annual Conference Event and Awards
• Robust career development opportunities and support for personal growth
• Attractive discounts across major retailers, restaurants, and events
• Complementary Employee, Family, and Friends discounts at hotels across the Kew Green Hotels portfolio and partner hotels worldwide
• 50% off food and beverage while staying in our hotels
• 24/7 Employee Assistance Line for mental health, wellbeing, financial, and legal support
• 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 various technologies, 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 discuss your skills. If successful, you'll meet the Business Excellence Manager or Guest Service Manager.