Guest Service Assistant

Aimbridge; Royal Tunbridge Wells; On-site; GBP 20,000 - 25,000; Full time

Job summary

Aimbridge Hospitality is seeking a Guest Service Assistant in Royal Tunbridge Wells. This role is crucial to delivering exceptional service, ensuring guest satisfaction through effective communication, strong organizational skills, and attention to detail. A 6-month fixed-term contract offers room for growth within a diverse, inclusive hospitality team.

Benefits

Industry leading training and leadership development opportunities

Hotel discounts portfolio wide

Wagestream – Stream up to 40% pay

24/7 access to employee assistance programme

Free Staff Meals on duty

Free staff parking

Qualifications

• Excellent verbal and written communication skills necessary for guest interactions.
• Strong organizational ability to manage bookings and guest check-ins.
• Detail-oriented to ensure accurate information and bookings.

Responsibilities

• Greet guests and assist with check-in and check-out.
• Handle inquiries and complaints while maintaining a positive atmosphere.
• Support various departments to ensure excellent guest experiences.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Tools

Microsoft Office

Hotel management software (Opera, Fidelio)

Job description

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Wagestream – Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 24/7 access to our employee assistance programme
• Free Staff Meals on duty
• Free staff parking

A day in the life of…

Our Guest Service Assistants are responsible for providing the highest level of customer service to our guests. Responsibilities include greeting guests, assisting with check-in and check-out, handling inquiries and complaints, booking reservations, providing information about local attractions, and maintaining a clean and organised workspace. You’ll have the ability to remain calm and professional in high-pressure situations which will ensure that our guests have a positive experience and feel welcomed and valued during their stay, which impact the success and reputation of our hotel.

As an integral part of our hotels operational team, you’ll offer support to colleagues across all areas of the business to ensure a first-class guest experience inluding but not limited to the following departments; Front Office, Housekeeping and Food and Beverage.

What do we need from you?

• Communication skills: You will be required to interact with guests, colleagues, and other stakeholders daily. Excellent communication skills, both verbal and written, are essential to ensure effective communication and provide excellent customer service.
• Organisational skills: You will be responsible for managing guest reservations, checking guests in and out, and ensuring the smooth flow of operations at the front desk. Good organizational skills will help you manage your workload efficiently.
• Attention to detail: Inaccurate information or mistakes in bookings can lead to unhappy guests, lost bookings, and revenue. You should be detail-oriented to ensure that all guest information is accurate, and all bookings are processed efficiently.
• Technical skills: You’ll have basic computer skills, including proficiency in Microsoft Office, email, and internet use. Additionally, some experience with hotel management software systems such as Opera or Fidelio will be an added advantage.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

This role is on a 6 month Fixed Term contract basis, with the possibility for extension or the opportunity to become a permanent position.

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’

So, click apply today, we’d love to welcome you to our inclusive team shaping the future of hospitality.