Guest Services Assistant

Aimbridge; West Drayton; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Hotel discounts portfolio wide

Staff meals on duty

Paid breaks

Staff parking

Exercise/fitness facility access

28 days holiday

Uncapped incentives

Job summary

Aimbridge Hospitality EMEA in the United Kingdom seeks a proactive Front Office team member to welcome guests, handle check-in/out, and promote hotel services. You will work with reception and other departments to maintain a seamless guest journey while upholding safety standards.

Strong communication, organisational skills, and attention to detail are essential, with familiarity in hotel management software such as Opera or Fidelio preferred.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong organisational abilities to manage reservations and front desk flow.
• Attention to detail to ensure accurate guest information and bookings.
• Basic IT skills including MS Office and email; knowledge of hotel systems preferred.

Responsibilities

• Greet guests and manage check-in/check-out processes smoothly.
• Promote hotel services and upsell facilities to maximise occupancy.
• Coordinate with housekeeping, security and other departments for guest satisfaction.

Skills

Communication

Organisation

Attention to detail

Customer service

IT skills

Tools

Opera

Fidelio

Job description

Who are we?

Aimbridge Hospitality EMEA are a division of the global Aimbridge Hospitality brand. We’re passionate about connecting great people to great experiences in exciting destinations, working with brands such as Hilton, IHG, Accor, Marriott and everything in between. From the rich diversity of our people and locations to our “people first” approach to business, the Aimbridge experience is like no other.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contribution
• Minimum of 28 days holiday
• Staff meals on duty
• Paid breaks
• Starting salary above national minimum wage
• Access to hotel gym facilities
• Free staff parking

A day in the life of…

As a member of the Front office team, you will be the first and last point of contact for our guests, ensuring a smooth check in/out process for all. You’ll ensure the Reception Manager is kept fully aware of any relevant feedback from guests and other departments and maximise room occupancy and use up‑selling techniques to promote hotel services and facilities. Importantly you’ll ensure constant compliance with hotel security, fire regulations and all health and safety legislation.

As an integral part of our hotels operational team, you’ll offer support to colleagues across all areas of the business to ensure a first class guest experience.

What do we need from you?

• Communication skills: You will be required to interact with guests, colleagues, and other stakeholders daily. Excellent communication skills, both verbal and written, are essential to ensure effective communication and provide excellent customer service.
• Organisational skills: You will be responsible for managing guest reservations, checking guests in and out, and ensuring the smooth flow of operations at the front desk. Good organisational skills will help you manage your workload efficiently.
• Attention to detail: Inaccurate information or mistakes in bookings can lead to unhappy guests, lost bookings, and revenue. You should be detail‑oriented to ensure that all guest information is accurate, and all bookings are processed efficiently.
• Technical skills: You’ll have basic computer skills, including proficiency in Microsoft Office, email, and internet use. Additionally, some experience with hotel management software systems such as Opera or Fidelio will be an added advantage.

Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards

At Aimbridge, we recognise that people are the heart of our business. As a Global leader, we are committed to representing our global community and offering everyone ‘A Place to Grow’