Guest Service Assistant

Hilton London Heathrow Airport Terminal 5; Slough; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Industry leading training

Hotel discounts portfolio wide

Wagestream

Employee assistance programme

Job summary

Hilton London Heathrow Airport Terminal 5 is seeking a Guest Service Assistant to deliver outstanding guest experiences at the front desk. You will greet guests, assist with check-in and check-out, answer inquiries, and manage reservations with care and professionalism.

The role requires strong communication, organisational skills, attention to detail, and basic computer literacy. You will collaborate with colleagues to ensure a smooth operation and a welcoming stay for all guests.

Qualifications

• Excellent verbal and written communication with guests and colleagues.
• Strong organisational skills for check-ins, reservations, and workflow.
• Attention to detail to keep bookings accurate and guests satisfied.
• Basic computer skills; familiarity with hotel software is a plus.

Responsibilities

• Greet guests and assist with check-in and check-out, ensuring a smooth experience.
• Handle guest inquiries and resolve complaints with a calm, professional approach.
• Process reservations and provide information on local attractions and services.
• Maintain an organized desk and workspace to support efficient front desk operations.
• Support colleagues across departments to deliver a first-class guest experience.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Tools

Opera

Fidelio

Job description

WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK’s #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

What is in it for you?

As part of the Hilton Heathrow T5 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

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 Hilton Heathrow T5, 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’