Guest Service Assistant

Kew Green Group; Leeds; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking Guest Service Assistants to join their dynamic team. In this role, you will ensure every guest enjoys a safe and outstanding experience while building meaningful relationships. Your responsibilities will include supporting hotel objectives, recognizing repeat guests, and promoting hotel services. This position offers robust career development opportunities and a supportive environment that values inclusivity. If you are passionate about delivering exceptional customer service and thrive in a fast-paced setting, this is the perfect opportunity for you!

Benefits

Annual Conference Event and Awards

Apprenticeships

Career Development Opportunities

Discounts at Retailers and Restaurants

Employee Discounts in Hotels

50% off Food and Beverage

Employee Assistance Line

Free Access to Leisure Clubs

Qualifications

• Previous experience in a fast-paced, customer-facing role is ideal.
• Ability to anticipate guests' needs is highly desirable.

Responsibilities

• Ensure every guest receives a safe, outstanding experience.
• Build and develop relationships with guests, assessing their needs.
• Maintain a high level of product and service knowledge.

Skills

Customer Service

Relationship Building

Technology Use (MS Office)

Anticipating Guests' Needs

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 Holiday Inn Leeds Garforth LS25 1LH.

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 VIPs receive recognition and appreciation.
• Following SOPs to ensure consistent hospitality for all guests.
• Maintaining a high level of product and service knowledge about all IHG hotels in your region and promoting the hotel, products, and services to all guests.

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

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 a 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 the Business Excellence 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!