Nights Guest Service Assistant

Kew Green Hotels; Fernhill; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Discounts on hotel stays and days out

Free gym, pools and leisure facilities

Wellbeing, financial and legal support

Job summary

Kew Green Hotels is seeking a Nights Guest Service Assistant to support the hotel overnight to ensure brand standards, guest satisfaction and safety. You will welcome late arrivals, provide drinks and 24-hour menu items, and assist with night audit while maintaining impeccable service and security.

The role emphasizes independence, professional communication, and a guest-first attitude. Ideal candidates will have prior experience in a fast-paced, customer-facing environment, strong attention to

Qualifications

• Ideally, you will have previous experience in a fast-paced, customer-facing role.
• You are naturally attentive, able to anticipate guest needs, and confident working independently during night shifts.
• Be comfortable using a range of technology, including MS Office.
• Communicate clearly and professionally with guests and colleagues.

Responsibilities

• Building strong relationships with guests, adapting your approach to meet individual needs.
• Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive appropriate recognition and appreciation.
• Providing drinks service on our residents' bar.
• Preparing and delivering food from our 24 hour menu for guests arriving through the night.
• Checking out any early arrivals, ensuring accurate billing and a positive lasting impression.
• Completing any cleaning and set up required to ensure the hotel is ready for the next day.
• Supporting the night audit process.
• Ensuring fire and safety requirements are met.

Skills

Customer service

Attention to detail

Independent working

MS Office

Tools

MS Office

Job description

Reporting to the Nights Guest Service Manager, you will play a key role in ensuring the hotel runs smoothly overnight, acting as a reassuring presence for guests and maintaining our high standards of service, safety and brand compliance., As a Nights Guest Service Assistant, you will be responsible for supporting the hotel in achieving brand standards, guest satisfaction targets and company objectives, while ensuring every guest feels valued and well cared for.,

• Building strong relationships with guests, adapting your approach to meet individual needs
• Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive appropriate recognition and appreciation
• Providing drinks service on our residents' bar
• Preparing and delivering food from our 24 hour menu for guests arriving through the night
• Checking out any early arrivals, ensuring accurate billing and a positive lasting impression
• Completing any cleaning and set up required to ensure the hotel is ready for the next day
• Supporting the night audit process
• Ensuring fire and safety requirements are met

Beyond day-to-day duties, you will be a role model for our values and culture, helping to ensure service excellence remains at the heart of everything we do. Full details of the role will be discussed with shortlisted candidates.

• Career development through fully funded apprenticeships and our internal development programme.
• Discounts on hotel stays and a variety of major retailers, restaurants and days out.
• Free use of our gyms, pools, and leisure facilities.
• 24/7 access to wellbeing, financial, and legal support.

Ideally, you will have previous experience in a fast-paced, customer-facing role and a genuine passion for delivering outstanding customer service. You are naturally attentive, able to anticipate guest needs, and confident working independently during night shifts.

• Be comfortable using a range of technology, including MS Office.
• Communicate clearly and professionally with guests and colleagues.
• Remain calm, organised and solution-focused, particularly during quieter overnight periods.

At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [e-mail] - we're here to support you.

Kew Green Hotels is one of the UK's leading hotel management companies, operating a diverse portfolio of global brands. We're a people-driven business that's passionate about performance, guest experience, and creating hotels and teams that make us proud.