Guest Service Assistant (Nights)

Kew Green Hotels; Slough; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Discounts on hotel stays

Gym access and wellness benefits

Apprenticeships and internal training

Career development program

Staff discounts with retailers and F&B

Job summary

Kew Green Hotels is seeking a Nights Guest Service Assistant to ensure overnight operations run smoothly, delivering safe, welcoming and memorable experiences for guests.

Reporting to the Nights Guest Service Manager, you will help maintain high standards, support night audits, and assist with guest needs during the night shift in a friendly, guest-focused manner.

Qualifications

• Experience in a fast-paced, guest-facing role.
• Ability to stay calm and organized during night shifts.
• Good communication with guests and colleagues.

Responsibilities

• Build relationships with guests and adapt to individual needs.
• Welcome late arrivals at reception; recognise and thank repeat guests and VIPs.
• Provide drinks service at the residents’ bar.
• Prepare and deliver food from the 24-hour menu for night arrivals.
• Check out early arrivals; ensure accurate billing and positive impression.
• Assist with night audits and ensure fire and safety compliance.

Skills

Customer service

Communication

MS Office

Night shifts

Tools

Booking systems

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.

Full details of the role will be discussed with shortlisted candidates.

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.

We review applications as they come in.

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.