Guest Service Assistant

TN United Kingdom; Norwich; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player seeks dedicated Guest Service Assistants to enhance guest experiences at their Norwich hotel. This role emphasizes outstanding customer service and relationship-building, ensuring every guest feels valued and appreciated. Ideal candidates will thrive in a fast-paced environment and possess a passion for hospitality. Join a team that prioritizes service excellence while enjoying attractive benefits, including discounts and career development opportunities. If you are eager to contribute to a welcoming atmosphere and make a difference in guests' stays, this opportunity is perfect for you.

Benefits

Annual Conference Event and Awards

Career Development Opportunities

Discounts at Major Retailers and Restaurants

Employee Discounts at Hotels

50% Off Food and Beverage

24/7 Employee Assistance Line

Free Access to Leisure Clubs

Qualifications

• Experience in a fast-paced, customer-facing role.
• Passion for outstanding customer service.

Responsibilities

• Support hotel in achieving brand and company metrics.
• Build relationships with guests and assess their needs.
• Ensure recognition for repeat guests and VIPs.

Skills

Customer Service

Technology Use (MS Office)

Guest Needs Anticipation

Job description

Social Network Login/Join

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 based at our attractive hotel in Norwich North.

1. Supporting your hotel in achieving all brand and company metrics and objectives.
2. Building and developing relationships with guests, assessing their needs, and adapting your approach accordingly.
3. Ensuring all repeat guests, priority members, and VIPs receive recognition and appreciation.
4. Following SOPs to ensure consistent hospitality for all guests.
5. Maintaining a high level of product and service knowledge about all IHG hotels in your region and promoting the hotel, products, services, and IHG to all guests.

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

Other titles for this role may include Front Office Assistant, Food and Beverage Assistant, Guest Experience Assistant, or Hotel Services Assistant.

Full details of the role will be discussed with shortlisted candidates. If you'd like to learn more before applying, please contact our resourcing team at [e-mail].

Benefits include:

• Annual Conference Event and Awards
• Robust career development and personal growth opportunities
• Attractive discounts across major retailers, restaurants, and events
• Complimentary Employee, Family, and Friends discounts at hotels across the Kew Green Hotels portfolio and partner hotels worldwide
• 50% off food and beverage while staying in our hotels
• 24/7 Employee Assistance Line for mental health, wellbeing, financial, and legal support
• Free and unlimited access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

Ideally, you will have some experience in a fast-paced, customer-facing role and a passion for outstanding customer service. The ability to anticipate guest needs is highly desirable. You should also be comfortable using technology, including MS Office.

Next steps

A member of our hotel team will contact you to schedule a 15-minute chat to get to know you better. We will explain the role in detail and discuss your skills. Successful candidates will then meet the Business Excellence Manager or Guest Service Manager.

Please note: If you are not a passport holder of the country for the vacancy, you may need a work permit. For more information, check our Blog.

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Created on 26/04/2025 by TN United Kingdom