Guest Service Assistant (Nights)

Kew Green Hotels; Newcastle-under-Lyme; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Career development through apprentices

Discounts on hotel stays

Gym, pools and leisure facilities

Wellbeing support 24/7

Job summary

We are looking for a Nights Guest Service Assistant to work overnight at Kew Green Hotels, delivering safe, welcoming and memorable experiences for our guests. You will support late arrivals, provide drinks and food service, and contribute to the night audit process while maintaining our brand standards.

Ideally you have prior customer-facing experience, are calm under pressure, and can work independently during night shifts.

Qualifications

• Experience in a fast-paced, customer-facing role is preferred.
• Able to work independently during night shifts.
• Comfortable using MS Office and basic tech.
• Clear and professional communication with guests and colleagues.
• Supportive, calm and solution-oriented under quieter overnight periods.

Responsibilities

• Welcoming late arrivals on reception and recognising VIPs.
• Providing drinks service on the residents’ bar.
• Preparing and delivering food from the 24-hour menu.
• Supporting the night audit process.
• Ensuring fire and safety compliance.
• Completing cleaning and setup for the next day.
• Checking out early arrivals and ensuring accurate billing.
• Building relationships with guests and upholding brand standards.

Skills

Customer service

Night shift

Communication

Guest relations

Tools

MS Office

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.

Next Steps

A member of our recruitment team will be in touch to book a 15-minute chat with shortlisted candidates so we can get to know you better. Candidates who are successful at this stage will be invited to meet the Guest Service Manager to discuss the role in greater detail.

We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.

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.

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.