Guest Service Assistant (Nights)

Kew Green Hotels; Birmingham; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Discounts on hotel stays

Free gym and leisure facilities

Wellbeing and legal support 24/7

Career development through apprentices

Job summary

Kew Green Hotels is seeking a friendly Nights Guest Service Assistant to look after guests during out-of-hours periods, delivering safe, welcoming experiences and maintaining brand standards.

You will welcome late arrivals, serve drinks, prepare night-menu meals, assist with the night audit, and ensure the hotel is ready for the next day, all while upholding excellent service and safety.

Qualifications

• Ideally you will have previous experience in a fast-paced customer-facing role.
• You are naturally attentive, able to anticipate guest needs and work independently at night.
• You will be comfortable using MS Office and communicating clearly with guests and colleagues.
• Remain calm, organised and solution-focused, particularly during quieter overnight periods.

Responsibilities

• Building strong relationships with guests, adapting your approach to meet individual needs.
• Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive recognition.
• Providing drinks service on our residents’ bar.
• Preparing and delivering food from our 24 hour menu for guests arriving through the night.
• Checking out any early arrivals, ensuring accurate billing and a positive lasting impression.
• Completing any cleaning and set up required to ensure the hotel is ready for the next day.
• Supporting the night audit process.
• Ensuring fire and safety requirements are met.

Job description

We are looking for a friendly, reliable and guest-focused Nights Guest Service Assistant to help deliver safe, welcoming and memorable experiences for our guests during out-of-hours periods.

Reporting to the Nights Guest Service Manager, you will play a key role in ensuring the hotel runs smoothly overnight, acting as a reassuring presence for guests and maintaining our high standards of service, safety and brand compliance.

Other businesses may call this role Night Porter

About the role

As a Nights Guest Service Assistant, you will be responsible for supporting the hotel in achieving brand standards, guest satisfaction targets and company objectives, while ensuring every guest feels valued and well cared for.

Key responsibilities include:

• Building strong relationships with guests, adapting your approach to meet individual needs
• Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive appropriate recognition and appreciation
• Providing drinks service on our residents’ bar
• Preparing and delivering food from our 24 hour menu for guests arriving through the night
• Checking out any early arrivals, ensuring accurate billing and a positive lasting impression
• Completing any cleaning and set up required to ensure the hotel is ready for the next day
• Supporting the night audit process
• Ensuring fire and safety requirements are met

Beyond day-to-day duties, you will be a role model for our values and culture, helping to ensure service excellence remains at the heart of everything we do.

About you

Ideally, you will have previous experience in a fast-paced, customer-facing role and a genuine passion for delivering outstanding customer service. You are naturally attentive, able to anticipate guest needs, and confident working independently during night shifts.

You will also:

• Be comfortable using a range of technology, including MS Office.
• Communicate clearly and professionally with guests and colleagues.
• Remain calm, organised and solution-focused, particularly during quieter overnight periods.

What’s in it for you

Our rewards package includes:

• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.

Who are Kew Green Hotels?

Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels and teams that make us proud.

Learn more about who we are and what drives us at www.kewgreenhotels.com.

At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail]- we’re here to support you.