Guest Services Assistant

Heeton Concept Hotels; Manchester; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Employee Rewards Program

Service-based annual leave

Discounted rates for Heeton hotels

Job summary

Heeton Concept Hotels in Manchester is seeking a Guest Services Assistant to create a memorable guest experience. You will welcome guests, handle bookings and payments, check guests in and out, and respond to inquiries with a proactive, friendly approach.

Role involves upselling, guiding guests on local insights, and maintaining safety and procedural standards while representing the Heeton brand at one of our central Manchester hotels.

Qualifications

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

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Encourage guests to partake in our loyalty program.
• Take and manage guest bookings and up-selling opportunities.
• Handle cash and credit transactions.
• Check guests in and out, collect IDs, issue room keys, and manage safety deposit boxes.
• Record guest preferences and respond to inquiries and concerns.

Skills

Customer service

Hospitality experience

Fluent English

Job description

When guests enter 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 transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience
• Encourage guests to partake in our loyalty program
• Take and manage guest bookings, and up-selling opportunities and tell them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• 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’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help

What we need from you

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

Why you should apply

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels and IHG employee travel Programme
• Referral scheme
• Life Assurance, Income Protection andEmployee Assistance schemes
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6-month service

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are both close by, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

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