Guest Service Assistant

Focus Hotels Management Limited; Greater London; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Competitive salary

Training and development

28 days holiday per year

Pension entitlement

Discounted room rates

Incentives and rewards

Career growth opportunities

Job summary

Focus Hotels Management Limited, in partnership with Hampton by Hilton London Excel, is seeking a Guest Service Assistant to welcome guests and ensure a seamless experience from check-in to check-out. You will handle guest queries, reservations, and billing while coordinating with hotel departments to maintain high service standards.

Previous hospitality experience is a plus, with strong communication and IT skills.

Qualifications

• Customer service experience with a commitment to delivering exceptional service.
• Attention to detail and good organisational skills.
• IT proficiency and familiarity with hotel management systems.
• Strong communication skills.
• Hospitality experience is a plus.

Responsibilities

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Assist with reservations, room allocations, and billing.
• Keeping the front desk organised, welcoming, and running smoothly.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Upholding hotel policies and procedures to maintain high standards of service.

Skills

Customer service

Attention to detail

IT proficiency

Strong communication

Hospitality experience

Tools

Hotel PMS

Job description

Who are we

As part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Excel hotel with 209 rooms is located close to ExCel London and London City Airport.

Role Responsibilities

As the Guest Service Assistant, you’ll be at the heart of our hotel, ensuring every guest receives a warm welcome and a seamless experience from check-in to check-out. If you love meeting new people and thrive in a vibrant, fast-paced environment, this is the perfect opportunity for you!

Your responsibilities will include:

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Assist with reservations, room allocations, and billing.
• Keeping the front desk organised, welcoming, and running smoothly.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Upholding hotel policies and procedures to maintain high standards of service.

Key Requirements

To be successful in this role, you should possess:

• Customer service experience, with a strong commitment to delivering exceptional service.
• Attention to detail and organisational skills.
• IT proficiency, previous knowledge of hotel management systems and standard office software would be desirable.
• Strong communication skills.
• Previous hospitality experience is a plus but not essential.

Benefits

• Competitive salary
• Excellent on-going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards
• Opportunities for professional growth and development