Guest Service Assistant

Kew Green Hotels; Braintree; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Career development through apprentices

Discounts on hotel stays

Gym access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Nights Guest Service Assistant to support overnight operations and uphold our brand standards, guest safety and service quality.

You'll welcome late arrivals, assist with drinks and food service from the 24-hour menu, support the night audit and ensure fire and safety compliance, aiming to deliver memorable experiences for guests while maintaining efficiency and calm throughout the night.

Qualifications

• Experience in fast-paced, guest-facing roles.
• Able to work independently during night shifts.
• Comfortable using MS Office and hotel systems.

Responsibilities

• Welcomes late arrivals at reception and recognises VIPs.
• Provides drinks service on the residents' bar.
• Prepares and delivers food from the 24-hour menu for night arrivals.
• Checks out early arrivals, ensuring accurate billing and a positive impression.
• Completes cleaning and setup for the next day."
• Supports the night audit process and ensures fire and safety compliance.

Skills

Guest service

MS Office

Communication

Job description

Reporting to the Nights Guest Service Manager, you will play a key role in ensuring the hotel runs smoothly overnight, acting as a reassuring presence for guests and maintaining our high standards of service, safety and brand compliance. Other businesses may call this role Night Porter.

About the role

As a Nights Guest Service Assistant, you will be responsible for supporting the hotel in achieving brand standards, guest satisfaction targets and company objectives, while ensuring every guest feels valued and well cared for.

Key responsibilities include:

• Building strong relationships with guests, adapting your approach to meet individual needs
• Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive appropriate recognition and appreciation
• Providing drinks service on our residents' bar
• Preparing and delivering food from our 24 hour menu for guests arriving through the night
• Checking out any early arrivals, ensuring accurate billing and a positive lasting impression
• Completing any cleaning and set up required to ensure the hotel is ready for the next day
• Supporting the night audit process
• Ensuring fire and safety requirements are met

Beyond day-to-day duties, you will be a role model for our values and culture, helping to ensure service excellence remains at the heart of everything we do. Full details of the role will be discussed with shortlisted candidates.

We are looking for...

We are looking for a friendly, reliable and guest-focused Nights Guest Service Assistant to help deliver safe, welcoming and memorable experiences for our guests during out-of-hours periods. Ideally, you will have previous experience in a fast-paced, customer-facing role and a genuine passion for delivering outstanding customer service. You are naturally attentive, able to anticipate guest needs, and confident working independently during night shifts.

Additional qualities:

• Be comfortable using a range of technology, including MS Office.
• Communicate clearly and professionally with guests and colleagues.
• Remain calm, organised and solution-focused, particularly during quieter overnight periods.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud. Learn more about who we are and what drives us at www.kewgreenhotels.com.

At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive.

What's in it for you

Our rewards package includes:

• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.