Guest Service Assistant

Heeton Concept Hotels; Liverpool; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Service-based annual leave up to 5 add

Hotel discounts for staff and friends

Life Assurance

Income Protection

Employee Assistance Programme

Referral scheme

Buy holiday scheme

Cycle to Work

Medicash Health Plan

Heeton Rewards

Career development opportunities

Retention bonus at 3 & 6 months

Job summary

Heeton Concept Hotels is seeking a Guest Service Assistant in Liverpool city centre to deliver a memorable guest experience from check-in to check-out. You will help guests with local knowledge, handle inquiries, and ensure a friction-free stay.

Join a team focused on hospitality excellence, guest engagement, and quality service across our Liverpool property. A range of employee benefits and development opportunities are offered.

Qualifications

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

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Encourage guests to participate in Le Club loyalty program.
• Take and manage guest bookings and upsell opportunities.

Skills

Excellent customer service

Fluent English

Hospitality experience (advantage)

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
• Fantastic career potential with one of the UK's fast-growing hotel operators
• 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