Guest Service Assistant

Heeton Concept Hotels; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Service-based annual leave (up to 5 ex

Medi-cash Scheme

Discounted rates for Heeton/Hilton

Referral scheme

Career opportunities

Heeton Rewards

Buy holiday scheme / Cycle to Work

Job summary

Doubletree by Hilton London Kensington is seeking a Guest Service Assistant to welcome guests, handle bookings, and deliver a friction-free experience in a prestigious 4-Star setting.

You will check guests in and out, share local insights, upsell services, process transactions, and act as a friendly, knowledgeable ambassador in the lobby, ensuring guests feel at home from arrival to departure.

Qualifications

• Excellent customer service skills
• Hospitality experience advantageous
• Attention to detail and a great team player
• Must speak fluent English

Responsibilities

• 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 upsell opportunities
• Handle credit transactions in accordance with operating procedures
• Check guests in and out, issue keys and hotel information
• Record and act on guests' preferences and respond to requests
• Be a trusted contact for all guests and liaise with management when needed
• Follow safety procedures and wear required protective gear

Skills

Customer service

Hospitality experience

Attention to detail

Team player

Fluent 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