Guest Service Team Member

Novotel; Cardiff; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Discounted hotel stays

Bonus Breaks voucher

Cycle to Work

Staff uniforms provided

Free staff car park

Meal provided on duty

Job summary

Novotel Cardiff Centre is seeking a flexible Guest Services Team Member to warmly welcome guests and deliver outstanding service across day, evening and overnight shifts. You will cover reception and night duties, handle check-ins, reservations and guest inquiries, ensuring a safe, welcoming environment throughout the guest journey.

We value a friendly, reliable, and adaptable individual with strong English communication skills.

Qualifications

• Experience in customer service or hospitality is a plus
• Excellent communication skills and fluent English
• Reliable, adaptable and able to work a mix of day, evening, weekend and overnight shifts
• Night shifts require independent work and team collaboration when busy

Responsibilities

• Welcome guests and deliver exceptional service throughout their stay
• Handle check-in/check-out efficiently and accurately
• Manage reservations and guest inquiries
• Serve guests in bar/restaurant, including breakfast service
• Oversee safety, security and welcoming environment during night shifts
• Resolve guest requests and complaints professionally
• Promote hotel facilities and upsell products and services
• Support team in achieving service and sales targets
• Maintain brand standards and outstanding guest experience

Skills

Customer service

Communication skills

English fluency

Reliability

Adaptability

Night shift independence

Job description

Job Description

Hello there, Guest Services superstar!

Ever heard the saying,"First impressions last a lifetime?" Well, guess what?

As our Guest Services Team Member, you'll be the wizard of welcoming, the maestro of memories, and the guardian of guest satisfaction. From the moment our guests arrive until the moment they depart, you'll help create memorable experiences while supporting our hotel across day, evening, and overnight shifts.

We're looking for flexible team members who enjoy variety, thrive in a fast-paced environment, and are happy to cover both reception and night shifts when needed. No two days (or nights!) are ever the same.

Why work for Accor and Novotel Cardiff?

At Accor, we're more than a global hospitality group – we're a world of opportunities. We welcome you just as you are and help you grow, learn, and develop throughout your career. Whether you're looking for flexibility around other commitments or experience in hospitality, we'd love to hear from you.

Our benefits include:

• Employee Benefit Card with discounts at Accor hotels worldwide (up to 70% off hotel stays and up to 30% off food and beverage).
• Free Bonus Breaks Vouchers for complimentary UK hotel stays.
• Friends & Family discounted rates.
• 28 days holiday per year (pro rata).
• Staff uniform provided.
• Learning and development programmes through Accor Academies.
• Vivup employee benefits platform, including GP access, high street discounts, wellbeing support, and more.
• Discounted or free meals while on duty.
• Workplace pension.
• Cycle to Work scheme.

What you will be doing

As a flexible Guest Services Team Member, you'll support the hotel wherever needed, covering a variety of day and night duties including:

• Welcoming guests and delivering exceptional customer service throughout their stay.
• Completing check-in and check-out accurately and efficiently.
• Managing reservations and responding to guest enquiries.
• Serving guests in our bar and restaurant, including breakfast service.
• Taking care of the hotel and our guests throughout the night, ensuring a safe, secure, and welcoming environment.
• Handling guest requests and resolving any complaints promptly and professionally.
• Promoting hotel facilities and upselling products and services where appropriate.
• Supporting the team to achieve departmental service and sales targets.
• Maintaining brand standards and contributing to an outstanding guest experience at all times.

What we're looking for

• A friendly, service-focused personality with a passion for hospitality.
• Previous customer service or hotel experience is an advantage, but not essential.
• Excellent communication skills and fluency in English (additional languages are a bonus).
• Someone who is reliable, adaptable, and comfortable working a mixture of day, evening, weekend, and overnight shifts.
• Ability to work independently during night shifts and as part of a team during busier day periods.

Your team and working environment

You'll be a key member of our Front Office team and one of the faces of Novotel Cardiff Centre. You'll help make our guests feel at home, whether they're arriving first thing in the morning, enjoying a drink in the evening, or checking in after midnight.

This is a fantastic opportunity for someone looking for flexible work in a fun, friendly, and fast-paced hotel environment.

Qualifications

What we're looking for

• A friendly, service-focused personality with a passion for hospitality.
• Previous customer service or hotel experience is an advantage, but not essential.
• Excellent communication skills and fluency in English (additional languages are a bonus).
• Someone who is reliable, adaptable, and comfortable working a mixture of day, evening, weekend, and overnight shifts.
• Ability to work independently during night shifts and as part of a team during busier day periods.

Additional Information

Benefits

• Discounted hotel stays across the world with ALL Heartist Card
• Free Bonus Breaks Voucher
• Cycle to Work Scheme
• Staff Uniforms Provided
• Free Staff Car Park
• Meal provided whilst on duty