Guest Service Assistant

Aimbridge; Royal Tunbridge Wells; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Hotel discounts portfolio wide

Staff meals on duty

Free staff parking

Staff training and development

Job summary

Aimbridge Hospitality is seeking an attentive Guest Service Assistant to join our frontline team. You will greet guests, assist with check-in and check-out, handle inquiries, and help guests plan their stay with local recommendations.

The role supports a smooth, welcoming experience at our hotels and involves collaboration with colleagues across departments. We value clear communication, strong organisational skills, and a customer-focused attitude.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong organisational abilities for front desk operations.
• Attention to detail to ensure accurate bookings and guest information.
• Basic computer skills; familiarity with hotel management software.

Responsibilities

• Greet guests and assist with check-in/check-out.
• Handle inquiries and manage guest requests to ensure a positive stay.
• Assist with bookings and provide information about local attractions.
• Maintain a clean and organized front desk workspace and collaborate with hotel teams.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Tools

Microsoft Office

Opera/Fidelio (PMS)

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
• Access to Stream - 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
• Uncapped incentives to reward you for your contributions
• 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.

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 organisational 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

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’