Guest Service Assistant

Hilton London Heathrow Airport Terminal 5; Slough; On-site; GBP 21,000 - 27,000; Full time

Job summary

Hilton London Heathrow Airport Terminal 5 is seeking a Guest Service Assistant to deliver outstanding guest service at the front desk. You will welcome guests, assist with check-in/out, handle inquiries and reservations, and provide information about local attractions.

The role requires excellent communication, strong organisational skills, and meticulous attention to detail. Basic IT skills and familiarity with Opera or Fidelio are advantageous for daily operations.

Qualifications

• Excellent communication, verbal and written.
• Strong organisational and time-management abilities.
• High attention to detail to avoid booking errors.
• Basic computer skills; familiarity with MS Office and hotel management software.

Responsibilities

• Greet guests and assist with check-in and check-out.
• Handle inquiries and resolve complaints to ensure guest satisfaction.
• Process reservations and provide information on local attractions.
• Maintain a clean and organised front desk workspace.
• Support colleagues across hotel operations to ensure 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’