Guest Services Assistant

Focus Hotels Management Limited; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join a leading hotel brand as a Guest Service Assistant, where you'll ensure every guest receives a warm welcome and seamless service. This role offers a vibrant, fast-paced environment perfect for those who love meeting new people. You'll manage guest queries, resolve concerns, and coordinate with hotel departments to maintain high service standards. Enjoy competitive benefits and opportunities for professional growth.

Benefits

Competitive salary

Ongoing support, training and development

28 days holiday including Bank Holidays

Stakeholder Pension entitlement

Discounted hotel room rates

Ongoing incentives and rewards

Opportunities for professional growth

Qualifications

• Experience in customer service with commitment to exceptional service.
• Strong communication and organizational skills.

Responsibilities

• Manage guest queries and requests, ensuring smooth check-in/check-out.
• Resolve guest concerns promptly to ensure satisfaction.
• Coordinate with hotel departments for seamless guest services.

Skills

Customer service

Attention to detail

Communication

Tools

Hotel management systems

Office software

Job description

Who are we
As part of the Hilton Worldwide brand, we want to be the first choice for guests and team members alike. By joining the Hampton by Hilton, you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The Hampton by Hilton London Docklands hotel with 209 rooms is located close to ExCel London and London City Airport.

Role Responsibilities
As the Guest Service Assistant, you’ll be at the heart of our hotel, ensuring every guest receives a warm welcome and a seamless experience from check-in to check-out. If you love meeting new people and thrive in a vibrant, fast-paced environment, this is the perfect opportunity for you!

Your responsibilities will include:

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Assist with reservations, room allocations, and billing.
• Keeping the front desk organised, welcoming, and running smoothly.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Upholding hotel policies and procedures to maintain high standards of service.

Key Requirements

To be successful in this role, you should possess:

• Customer service experience, with a strong commitment to delivering exceptional service.
• Attention to detail and organisational skills.
• IT proficiency, previous knowledge of hotel management systems and standard office software would be desirable.
• Strong communication skills.
• Previous hospitality experience is a plus but not essential.

Benefits

• Competitive salary
• Excellent on-going support, training and development
• 28 days holiday including Bank Holidays per annum (pro rate for part time roles)
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards
• Opportunities for professional growth and development