Guest Service Assistant

Heeton Concept Hotels; Liverpool; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Service-based annual leave

Hotel discounts for staff and friends

Life assurance

Income protection

Employee assistance programme

Referral scheme

Heeton Rewards

Job summary

Heeton Concept Hotels is seeking a friendly Guest Service Assistant for our City Centre Liverpool location. You will warmly welcome guests, handle check‑in/check‑out efficiently, and promote loyalty programs while ensuring a smooth and memorable stay.

Responsibilities include handling bookings, upselling, and providing local tips. You will support a busy front desk, manage transactions, and maintain a high standard of service with a professional appearance.

Qualifications

• Excellent customer service skills.
• Fluent English.
• Hospitality experience is advantageous.

Responsibilities

• Welcome guests and manage check‑in/check‑out with efficiency.
• Promote Le Club loyalty program to guests.
• Take bookings and upsell services to enhance stays.
• Handle cash and card transactions securely.
• Provide local information and assist with guest requests.

Skills

Excellent customer service

Fluent English

Job description

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 through the day and night. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience
• Encourage guests to partake in our Le Club loyalty program
• Take and manage guest bookings, and up‑selling opportunities and tell them about ways to improve their stay
• Handle cash and credit transaction
• Start every stay right by swiftly checking guests in and out – take IDs, and hand out room keys.
• 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
• Help with washing up and other kitchen duties when needed
• recommend food and drink and help keep service on‑track and up to standard.
• Serve food and drink
• 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
• Jump into other ad‑hoc duties when your colleagues need your help

What we need from you

• Excellent customer service skills
• Hospitality experience advantageous
• Must speak fluent English

Why you should apply

• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels
• Life Assurance, Income Protection and Employee Assistance Programme
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Retention bonus on completion of 3 and 6-month service

Heeton Concept Hotel – City Centre Liverpool

boasts an excellent location in the heart ofLiverpool's city centre. Just 1,650 feet from Liverpool ONE Shopping Centre, a 15-minute walk from Lime Street Railway Station. Tate Liverpool and The Beatles Story are a 15-minute walk away.

In line with the requirements of 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