Guest Services Assistant (Nights)

Holiday Inn Ipswich; Ipswich; On-site; GBP 18,000 - 24,000; Full time

Job summary

Join the Holidays Inn Ipswich team as a Nights Guest Service Assistant where you will ensure every guest's experience is exceptional, particularly during out-of-hours. You will support brand metrics, develop guest relationships, and uphold service excellence. This role offers robust career development opportunities and employee discounts.

Benefits

Attractive discounts across major retailers and restaurants

Employee and Friends discounts in partner hotels

50% off food and beverage while staying in hotels

24/7 Employee Assistance Line

Unlimited free access to Leisure Clubs

Qualifications

• Experience in a fast-paced, customer-facing role is ideal.
• Ability to anticipate guests' needs is highly desirable.

Responsibilities

• Ensure a safe and outstanding guest experience during out-of-hours.
• Build relationships with guests and ensure recognition for repeat guests and VIPs.
• Maintain product and service knowledge about IHG hotels.

Skills

Customer Service

Technology Proficiency

Tools

MS Office

Job description

The role

Our Nights Guest Service Assistants are responsible for ensuring every guest receives a safe, outstanding experience during out-of-hours. This role reports directly to the Guest Service Manager and is based at our attractive hotel in Ipswich.

• Supporting your hotel in achieving all brand and company metrics and objectives.
• Building and developing relationships with guests, assessing their needs, and adapting your approach accordingly.
• Ensuring all repeat guests, priority members, and VIPs receive recognition and appreciation.
• Following SOPs to ensure consistent hospitality for all guests.
• Maintaining high product and service knowledge about all IHG hotels in your region, promoting the hotel, products, services, and IHG to guests.

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.

Other titles for this role may include Front Office Assistant, Food and Beverage Assistant, Guest Experience Assistant, or Hotel Services Assistant.

Full details of the role will be discussed with shortlisted candidates. If you'd like to learn more before applying, please contact our resourcing team at [emailprotected].

- Annual Conference Event and Awards

- Robust career development opportunities and support for personal growth

- Attractive discounts across many major retailers, restaurants, and events

- Employee, Family, and Friends discounts in hotels across the Kew Green Hotels portfolio and partner hotels worldwide

- 50% off food and beverage while staying in our hotels

- 24/7 Employee Assistance Line for mental health, wellbeing, financial, and legal support

- Unlimited free access to our Leisure Clubs (gym, pool, steam rooms)

What you’ll bring to the team

Ideally, you will have some experience in a fast-paced, customer-facing role and a passion for outstanding customer service. The ability to anticipate guests' needs is highly desirable. You should also be comfortable using technology, including MS Office.

Next steps

A member of our hotel team will contact you to schedule a 15-minute chat to get to know you better. We will explain the role in detail, and you can share your skills. Successful candidates will then meet the Business Excellence Manager or Guest Service Manager.