Guest Services Assistant

Heeton Concept Hotels; City of Edinburgh; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Annual bonus

Retention bonus

Training and development opportunities

Service-based annual leave increase

Job summary

Heeton Concept Aparthotel Queen Street in Edinburgh is seeking a Guest Services Assistant to greet guests, manage check-in/check-out, and deliver exceptional service across reception, bar, and restaurant areas.

You will assist with bookings, upsell opportunities, and provide local information while maintaining a warm, brand-aligned experience and a clean, safe environment. English fluency is essential and additional languages are a plus.

Qualifications

• Excellent customer service skills.
• Hospitality experience preferred.
• Must speak fluent English.

Responsibilities

• Greet guests and manage check-in/check-out.
• Assist with bar/restaurant duties and service guests.
• Answer queries, handle issues, and provide local information.
• Support event setup and general hotel duties.

Skills

Customer service

Hospitality experience

English fluency

Additional languages

Job description

About the role

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Assistant, you’ll not only be the person they rely on to handle check-in and check-out, prepare, and serve them food and drink, but you'll also offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guests feel at home.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience.
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Handle cash and credit transactions in accordance with Heeton standard operating procedures.
• Start every stay right by swiftly checking guests in accordance with IHG brand standards,
• Prepare and serve food and drinks in the bar and restaurant.
• Help with washing up and other kitchen duties when needed.
• Set up, support, and service events.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you will report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Work as part of a team to assist with Reception, Bar, Restaurant and Kitchen duties.
• Jump into other ad-hoc duties when your colleagues need your help.
• Ensure all public areas, including toilets and facilities, are cleaned, regularly always checked and maintained to a high standard.
• Understand guest satisfaction scores and contribute to improving areas of focus.
• Respond to guest queries, requests, and complaints promptly and professionally, always providing a positive experience.
• Support in covering night shifts as required.

This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.

What we need from you

• Excellent customer service skills.
• Hospitality experience preferred.
• Must speak fluent English.
• Other languages preferred.

Why you should apply

• Annual bonus for all Team Members.
• Fantastic career potential with one of the UK's fastest-growing hotel operators.
• Retention bonus on completion of 3- and 6-month service.
• Service-based annual leave (increase up to a maximum of 5 extra days).
• Training and development opportunities given to the role.

You will be located in Heeton Concept Aparthotel Queen Street.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.