Guest Services Assistant

Splendid Hospitality Group; London; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join a forward-thinking hotel brand as a Guest Service Assistant, where you'll play a crucial role in delivering exceptional service to guests. This position offers a dynamic work environment that emphasizes teamwork and customer satisfaction. You'll be involved in both reception and food and beverage operations, ensuring a seamless experience for guests. With opportunities for growth and development, this role is ideal for those looking to advance their careers in hospitality. Enjoy a supportive workplace that values your contributions and fosters a sense of belonging.

Benefits

Employee Assistance Programme

Uniform Provided

28 Holiday Days

20% Discount on Food and Beverage

Learning and Development Opportunities

Apprenticeship Programmes

Automatic Enrolment into Pension Scheme

Qualifications

• Proven track of excellent communication and interpersonal skills.
• Experience of working in a team and a passion for delivering customer service.

Responsibilities

• Support guest experience at reception and during breakfast service.
• Manage hotel reception area, ensuring cleanliness and organization.
• Assist with food preparation and maintain hygiene standards.

Skills

Communication Skills

Interpersonal Skills

Customer Service

Teamwork

Positive Attitude

Education

High School Diploma

Tools

Opera PMS

Job description

The Four Points Express by Sheraton London Euston located in the heart of Euston, will be the first of its kind in the UK, providing unparalleled convenience for both business and leisure travellers. Whether for work or leisure, our guests are busy and on the move. They need a comfortable and affordable place to rest and recharge. At Four Points Express by Sheraton, we treat the basics with the importance they deserve, delivering a friendly, efficient, and reliable experience so our guests can relax about their stay. We make it effortless.

We believe that an efficient, clean, and affordable space is vital to making every trip a success. With the prime location, modern accommodation, and exceptional service, the Four Points Express by Sheraton London Euston follows brand values of convenience, honesty, assurance, and peace of mind for all our patrons.

We're confident that you and our guests will share memorable moments and assure you of an unforgettable journey with us.

Job Description

As a Guest Service Assistant, you’re at the heart of the hotel operations supporting the Reception and the Food and Beverage department. You’re a true versatile team member and are able to adapt to changing business needs. You will drive the daily operations in a friendly approach and a customer service mindset.

What We Offer

We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.

All Marriott Employee Benefits.
Apprenticeship programmes available.
Learning and Development Opportunities are available through our Leadership Development Programmes.
20% discount for food and beverage including in-room dining at participating hotels worldwide. Food and beverage discount may not be available at some hotels or on certain holidays.
Uniform provided.
24/7 Employee Assistance Programme for you and your family.
Giving you access to counselling services, physical wellbeing & financial aid.
28 holiday days (pro rata for part-time).
Automatic Enrolment into a workplace pension scheme.

About Us

The Four Points Express by Sheraton is the first of its kind in the UK and is the newest addition to the Splendid Hospitality Group portfolio. This upcoming midscale Marriott brand is scheduled to open its doors in July 2024. Located in the heart of Euston, London, our goal is to provide guests with an unforgettable experience. We are currently seeking talented individuals to join our team and help us achieve this vision.

Role in our Family

Reception
Support with providing quality guest experience including:

1. Checking guest in and out whilst following the required Marriott brand guidelines to ensure a smooth experience using the hotels PMS - Opera.
2. Assisting guests with inquiries and requests, escalating matters when necessary.
3. Managing the hotel’s reception and lobby area, ensuring that it is clean, organised and well maintained.
4. Record guest complaints, special requests, and comments in the daily log and shared with Line Manager.
5. Provide information about hotel services and Marriott Bonvoy membership benefits.
6. Communicate guest preferences to relevant departments to enhance their stay.
7. Seek opportunities to upsell services offered at the hotel e.g. Breakfast etc.

F&B Operations
Support with the preparation of the daily breakfast operations, ensuring all food items are prepared and presented in accordance with the brand standard specifications. Key responsibilities include:

1. Setting up and maintaining the buffet area, ensuring all food items are replenished where required throughout service.
2. Greet and assist guests during breakfast service, ensuring details are captured e.g. room number/breakfast included or to be charged etc.
3. Ensure adherence to all food safety, health, and hygiene regulations, conducting regular checks to maintain compliance.
4. Clear and sanitize tables to maintain a welcoming dining environment.
5. Tidy and clear the restaurant area after breakfast and ensure it is maintained throughout shift.
6. Assuming supplementary responsibilities as needed to support the delivery of a consistent exceptional guest experience.

Knowledge, skills and abilities

• Proven track of excellent communication and interpersonal skills.
• Experience of working in a team.
• A passion for delivering customer service.
• Positive attitude.
• Marriott experience is desirable.
• Knowledge of Opera PMS is desirable.

What Happens Next

Does this Role suit your skillset? Apply now, this takes a second, you’ll need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, and your experience and let us tell you more about the Splendid Hospitality Group. The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.