Night Instant Service Team Member

InterContinental Hotels Group; London; On-site; GBP 31,000; Full time

Job summary

Join the prestigious InterContinental London Park Lane as an Instant Service Team Member (Nights), where you will be the first point of contact for guests. This role requires excellent communication skills and a commitment to providing luxurious service. Experience in a 5-star hotel environment is essential, along with the ability to manage guest requests efficiently during overnight shifts.

Benefits

28 days holiday including bank holidays

Wagestream financial wellbeing app

Company sick pay and life insurance

Professional career development

Amazing discounts for hotels and restaurants

Qualifications

• 1+ years of Instant Service or switchboard experience in a luxury hotel.
• Outstanding verbal and written communication skills.
• Calm and composed during overnight shifts.

Responsibilities

• Answer all incoming calls with professionalism.
• Handle guest requests and inquiries promptly.
• Assist with overnight In-Room Dining orders.

Skills

Verbal communication

Written communication

Solution-focused approach

Tools

Opera PMS

HotSOS

Mitel (PBX)

Kipsu

Job description

At InterContinental London Park Lane, we are currently looking to for an Instant Service Team Member – Nights to join the team with an immediate start.

Welcome to InterContinental London Park Lane

Located at one of the capital's most prestigious addresses, where the late Queen Elizabeth II once resided. Our hotel redefines traditional luxury, offering a blend of modernity and flexible sophistication in the heart of Mayfair. Inspired by its scenic views overlooking two Royal Parks, our establishment boasts elegant natural interiors and award-winning seasonal cuisine.

We are seeking a courteous, calm, and detail-oriented Instant Service Team Member (Nights) to join our Front Office team. As the first point of contact for guests overnight, you will play a vital role in maintaining communication between departments and ensuring guest requests are handled with luxury-level service and efficiency.

This role is ideal for someone with a strong sense of responsibility, excellent communication skills, and experience in a 5-star or luxury hotel environment.

The successful candidate must be able to commit to working 40 hrs per week Thursday to Sunday (4 nights per week) - 10-hour shifts - Approx. 9:00 PM - 7:00 AM / 10:00 PM - 8:00 AM

Key Responsibilities

• Answer all incoming calls to the hotel’s main switchboard with professionalism and luxury telephone etiquette
• Handle guest and third-party requests, redirecting them to the appropriate departments
• Manage the hotel's inbox and guest text messaging system, responding to inquiries promptly
• Assist with overnight In-Room Dining orders
• Support other front office tasks as needed, including shift cover and guest service coordination
• Proactively resolve guest concerns by collaborating with other departments
• Maintain confidentiality and always ensure a high standard of guest satisfaction
• Report guest feedback or service improvement opportunities to leadership

What We’re Looking For

• 1+ years of Instant Service or switchboard experience in a luxury hotel environment
• Outstanding verbal and written communication skills
• Calm, composed, and solution-focused approach during overnight shifts
• Confident in using Opera PMS, HotSOS, Mitel (PBX), and Kipsu (or similar systems)
• A natural team player who thrives in fast-paced, guest-facing environments
• Flexibility to work overnight shifts, weekends, and public holidays

We are committed to offer and provide our Instant Service Team Members with a competitive salary and a large range of benefits:

• £14.57 per hour (£30,305.60 per annum) great IHG perks!
• 28days holiday each year, including bank holidays, this increases up to a maximum of 33 days(Pro Rated)
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• We provide every employee company sick pay and life insurance.
• Professional career development with our IHG Leadership programs
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores – all the way from retail to cinema
• Most importantly, we’ll help you grow and develop you as an individual and inspire incredible.

At InterContinental London Park Lane, our ambition is to define our unique culture.

• The kind of culture that inspires you to be all you can be.
• An invitation to tap into your unique personality to deliver and achieve incredible things.
• An expectation to play your part in empowering and inspiring others.
• An opportunity to learn, grow and push what’s possible.
• The promise of a personal and professional journey
• A place where everyone can belong and feel part of something bigger.

We are open 7 days a week 365 days a year and need people to work a range of shifts and days

Please click ‘apply’ now!

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.