Guest Service Assistant

Kew Green Group; Horley; On-site; GBP 20,000 - 24,000; Full time

Job summary

Kew Green Group is looking for a Guest Service Assistant to provide outstanding customer experiences at their Gatwick hotel. This role involves building relationships with guests, supporting hotel operations, and ensuring service excellence. Ideal candidates should possess strong customer service skills and experience in fast-paced environments.

Benefits

Annual Conference Event and Awards

Robust career development opportunities

Attractive discounts across major retailers

50% off food and beverage while staying

Free access to Leisure Clubs

Employee Assistance Line for support

Apprenticeships available

Qualifications

• Previous experience in a fast-paced, customer-facing role is ideal.
• Comfortable using technology, including MS Office.
• Passion for outstanding customer service.

Responsibilities

• Support hotel in achieving brand and company metrics.
• Build and develop relationships with guests.
• Ensure recognition of repeat guests and VIPs.

Skills

Customer Service

Relationship Building

Anticipation of Needs

Technology Proficiency

Job description

The role

Our Guest Service Assistants are responsible for ensuring every guest receives a safe, outstanding experience. This role reports directly to the Guest Service Manager and is part of a team based from our attractive hotel in Gatwick

Guest Service Assistant duties include:

• supporting your hotel in achieving all brand and company metrics and objectives
• building and developing relationships with guests, assessing their needs and flexing style and approach appropriately
• ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation
• following SOPs to ensure consistent hospitality for all guests
• maintaining a high level of product and service knowledge about all Marriott hotels in your region and promote the hotel, products and services and Marriott to all guests

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.

Other businesses may call this role Front Office Assistant or Food and Beverage Assistant, Guest Experience Assistant, Hotel Services Assistant.

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at [e-mail].

Benefits

Our rewards package includes:

- Annual Conference Event and Awards

- Apprenticeships

- Robust career development opportunities and support for personal growth

- Attractive discounts across many major retailers, restaurants, and events

- Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide!

- 50% off food and beverage while you stay in our hotels

- 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice

- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office.

At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact [e-mail] if you have any questions. We are committed to supporting any adjustments you may need.

Next steps

A member of the hotel team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail, and you can highlight your skills to us. If successful at this stage, you will meet Hotel Manager / Guest Service Manager.

Who are Kew Green Hotels?

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values. Please view our website for more details.

Join our Kew-Team today!