Holiday Inn BournemouthGuest Service Assistant

Aimbridge EMEA; Bournemouth; On-site; GBP 22,000 - 26,000; Full time

Job summary

A leading hospitality company in Bournemouth is seeking a Guest Service Assistant to provide the highest level of customer service. The role includes greeting guests, assisting with check-in/check-out, and handling inquiries. Ideal candidates will possess excellent communication and organisational skills. This position offers various benefits, including industry-leading training and staff discounts.

Benefits

Industry leading training and development opportunities

Hotel discounts portfolio-wide

Access to financial wellbeing programs

Uncapped incentives for contributions

Staff meals on duty

Qualifications

• Excellent verbal and written communication skills.
• Strong organisational skills for managing bookings.
• Detail-oriented to ensure accuracy in guest information.

Responsibilities

• Provide highest level of customer service to guests.
• Assist with check-in and check-out procedures.
• Handle guest inquiries and complaints effectively.

Skills

Communication skills

Organisational skills

Attention to detail

Technical skills

Passion for guest experience

Tools

Microsoft Office

Hotel management software (Opera, Fidelio)

Job description

Job Overview

Our Guest Service Assistants are responsible for providing the highest level of customer service to our guests. Responsibilities include greeting guests, assisting with check-in and check-out, handling inquiries and complaints, booking reservations, providing information about local attractions, and maintaining a clean and organised workspace. You'll have the ability to remain calm and professional in high-pressure situations which will ensure that our guests have a positive experience and feel welcomed and valued during their stay, which impact the success and reputation of our hotel. 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.

Key Skills and Requirements

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

About the Company

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. 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'.

Holiday Inn Bournemouth, 22 Bath Rd, Bournemouth, Dorset, BH1 2NS, is the largest hotel brand in the world. As part of the IHG family, we are committed to delivering True Hospitality to all. This hotel is managed by Interstate Hotels; the Global third‑party management company of choice that operates over 450 franchised and independent hotels worldwide, working in partnership with the biggest brands in hospitality.

Benefits

• 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 contributions
• Staff meals on duty