Guest Services Assistant - Reception

Heeton Concept Hotels; Greater London; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Annual bonus

Retention bonus at 3- and 6-months

Staff rates across IHG

Job summary

Heeton Concept Hotels is seeking a friendly Guest Services Assistant to warmly welcome guests and manage check-in/check-out, while providing local insights to ensure a friction-free stay.

You will promote the IHG loyalty program, handle bookings, process payments, and support bar, restaurant, and events with a strong focus on outstanding service. This role emphasizes teamwork and guest satisfaction.

Qualifications

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

Responsibilities

• Welcome guests and handle check-in/check-out to start a seamless stay.
• Promote and explain the IHG loyalty program to guests.
• Take reservations, upsell services, and inform guests how to enhance their stay.
• Handle cash/credit transactions according to SOPs.
• Prepare and serve food and drinks in bar/restaurant; assist in kitchen duties when needed.
• Set up, service and support events; maintain public areas to a high standard.
• Act as a main point of contact for guests and escalate issues as needed.
• Support night-shift coverage as required.

Skills

Excellent customer service

Job description

About the role

The moment a guest steps into 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 check-in and check-out, prepare, and serve them food and drink, but you'll also offer local insights and anticipate every detail of a friction-free experience. You will also create the warm atmosphere that makes our guests feel at home.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience.
• Encourage guests to partake in the IHG loyalty program.
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Handle cash and credit transactions in accordance with Heeton standard operating procedures.
• Start every stay right by swiftly checking guests in accordance with IHG brand standards,
• Prepare and serve food and drinks in the bar and restaurant.
• Help with washing up and other kitchen duties when needed.
• Set up, support, and service events.
• 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 will report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Work as part of a team to assist with Reception, Bar, Restaurant and Kitchen duties.
• Jump into other ad-hoc duties when your colleagues need your help.
• Ensure all public areas, including toilets and facilities, are cleaned, regularly always checked and maintained to a high standard.
• Understand guest satisfaction scores and contribute to improving areas of focus.
• Respond to guest queries, requests, and complaints promptly and professionally, always providing a positive experience.
• Support in covering night shifts as required.

This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.

What we need from you

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

Why you should apply

• Annual bonus for all Team Members.
• Fantastic career potential with one of the UK's fastest-growing hotel operators.
• Employee staff rates across IHG globally (subject to availability).
• Retention bonus on completion of 3- and 6-month service.
• Service-based annual leave (increase up to a maximum of 5 extra days).
• Training and development opportunities given to the role.

You will be located in [Insert relevant hotel information]

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.