Guest Service Assistant

Heeton Concept Hotels; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hospitality group in Greater London seeks a Guest Service Assistant to join their team. In this role, you will create memorable experiences for guests, manage bookings, and handle guest inquiries. The ideal candidate is a friendly team player with excellent customer service skills and fluent English. Opportunities for career advancement and an extensive benefits package are offered, including employee discounts and a retention bonus.

Benefits

Service-based annual leave

Voluntary Medi-cash Scheme

Employee discount rates

Referral scheme

Career development opportunities

Employee recognition rewards

Qualifications

• Excellent customer service skills essential.
• Previous hospitality experience is advantageous.
• Must be presentable and approachable.

Responsibilities

• Create a warm welcome for guests.
• Manage guest bookings and up-sell services.
• Handle credit transactions and guest inquiries.
• Ensure guest safety by following procedures.
• Assist with luggage and local information.

Skills

Customer service skills

Team player

Attention to detail

Fluency in English

Job description

Hilton is the world's most recognised hospitality brand and is the largest upscale operator of hotels in Greater London. We have a fantastic opportunity for a Guest Service Assistant to join our team at the Doubletree by Hilton London Kensington. This is a prestigious 4‑Star property located in bustling Kensington.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Assistant, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction‑free experience, you will also create the warm atmosphere that makes our guests feel at home in any location.

Why you should apply

We offer market‑appropriate salary, retention bonus plus access to our extensive benefits package, which includes:

• Service‑based annual leave (increasing up to a maximum of 5 extra days)
• Voluntary Medi‑cash Scheme
• Employee & Friends/Family discounted rates at Heeton‑operated hotels and Hilton Go
• Referral scheme
• Heeton is an expanding company which offers excellent career opportunities.
• Exclusive access to the employee recognition & reward scheme – Heeton Rewards
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work and many more.

Your day‑to‑day

• Be the warm welcome that kicks off a memorable guest experience
• Encourage guests to partake in the Hilton Honors programme
• Take and manage guest bookings, and up‑selling opportunities and tell them about ways to improve their stay
• Handle credit transactions in accordance with Heeton standard operating procedures.
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys and hotel information
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Helping guests with luggage, excursions and taxi bookings
• Be present in the lobby and direct guests to the correct areas.
• Jump into other ad‑hoc duties when your colleagues need your help

What we need from you

• Excellent customer service skills
• Hospitality experience advantageous
• Attention to detail and a great team player
• Be yourself but be presentable in appearance
• Must speak fluent English

Heeton is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be natural and the best versions of themselves. We recognise that we are on a journey regarding diversity and inclusion and welcome applications for candidates from underrepresented backgrounds.

In line with the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process