Guest Service Assistant

Interstate Europe Hotels & Resorts; East Ham; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

Industry training and leadership dev

Staff discounts across portfolio

Wagestream pay option

Paid breaks and 28 days holidays

Free staff parking

Job summary

Aimbridge Hospitality is seeking a Guest Service Assistant for Holiday Inn Express London-Excel. You will greet guests, assist with check-in and check-out, handle inquiries, and manage reservations to ensure a seamless stay.

You will maintain a welcoming front desk, provide local information, and support colleagues to deliver a first-class guest experience. Strong communication, organisation, and basic IT skills are essential.

Qualifications

• Excellent communication, verbal and written.
• Strong organisational and multitasking abilities at front desk.
• Attention to detail in bookings and guest info.
• Basic computer skills; experience with hotel management software is a plus.

Responsibilities

• Greet guests and assist with check-in and check-out.
• Handle inquiries and guest requests, manage reservations.
• Provide information on local attractions and services.
• Maintain a clean and organized workspace and front desk area.
• Support colleagues across hotel operations to ensure guest satisfaction.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Tools

Microsoft Office

Hotel management software (Opera or Fidelio)

Job description

Location: Holiday Inn Express London-Excel

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 24/7 access to our employee assistance programme
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa and all benefits of being IHG Employee.
• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities.
• We are open 7 days a week 365 days a year and need people to work a range of shifts and days - this means we can offer great flexibility if required.
• Paid breaks and 28 days holidays including bank holidays
• Starting salary above national minimum wage
• Free staff parking

A day in the life of…

Our Guest Service Assistants are responsible for providing the highest level of customer service to our guests. Responsibilities include greeting guests, assisting with check-in and check-out, handling inquiries and complaints, booking reservations, providing information about local attractions, and maintaining a clean and organised workspace. You’ll have the ability to remain calm and professional in high-pressure situations which will ensure that our guests have a positive experience and feel welcomed and valued during their stay, which impact the success and reputation of our hotel.

As an integral part of our hotels operational team, you’ll offer support to colleagues across all areas of the business to ensure a first-class guest experience.

What do we need from you?

• Communication skills: You will be required to interact with guests, colleagues, and other stakeholders daily. Excellent communication skills, both verbal and written, are essential to ensure effective communication and provide excellent customer service.
• Organisational skills: You will be responsible for managing guest reservations, checking guests in and out, and ensuring the smooth flow of operations at the front desk. Good organizational skills will help you manage your workload efficiently.
• Attention to detail: Inaccurate information or mistakes in bookings can lead to unhappy guests, lost bookings, and revenue. You should be detail-oriented to ensure that all guest information is accurate, and all bookings are processed efficiently.
• Technical skills: You’ll have basic computer skills, including proficiency in Microsoft Office, email, and internet use. Additionally, some experience with hotel management software systems such as Opera or Fidelio will be an added advantage.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’