Guest Service Assistant

Focus Hotels Management Limited; London Borough of Newham; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Competitive salary

Training and development

28 days holiday including Bank Holiday

Stakeholder Pension entitlement

Discounted hotel room rates for you,朋友

On-going incentives and rewards

Opportunities for professional growth

Job summary

Hampton by Hilton London Excel is seeking a Guest Service Assistant to warmly welcome guests and ensure a smooth experience from check-in to check-out.

You will handle reservations, queries and billing while coordinating with other departments to deliver outstanding service in a fast-paced hospitality environment.

Qualifications

• Experience delivering excellent customer service in a fast paced environment.
• Strong attention to detail and good organisational skills.
• IT skills with familiarity of hotel management systems and standard office software.
• Clear and confident communication with guests and colleagues.
• Hospitality experience is a plus but not required.

Responsibilities

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns promptly to maintain satisfaction.
• Assist with reservations, room allocations, and billing.
• Keep the front desk organised, welcoming, and running smoothly.
• Coordinate with other hotel departments to ensure smooth information flow.
• Uphold hotel policies and procedures to maintain high standards.

Skills

Customer service

Attention to detail

IT proficiency

Communication skills

Hospitality experience

Tools

Hotel management systems

Office software

Job description

As part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Excel hotel with 209 rooms is located close to ExCel London and London City Airport.

Role Responsibilities

As the Guest Service Assistant, you’ll be at the heart of our hotel, ensuring every guest receives a warm welcome and a seamless experience from check-in to check-out. If you love meeting new people and thrive in a vibrant, fast-paced environment, this is the perfect opportunity for you!

Your responsibilities will include:

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Assist with reservations, room allocations, and billing.
• Keeping the front desk organised, welcoming, and running smoothly.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Upholding hotel policies and procedures to maintain high standards of service.

Key Requirements

To be successful in this role, you should possess:

• Customer service experience, with a strong commitment to delivering exceptional service.
• Attention to detail and organisational skills.
• IT proficiency, previous knowledge of hotel management systems and standard office software would be desirable.
• Strong communication skills.
• Previous hospitality experience is a plus but not essential.

Benefits

• Competitive salary
• Excellent on-going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards
• Opportunities for professional growth and development