Nights Guest Service Assistant

Kew Green Hotels; Lincoln; On-site; GBP 19,000 - 24,000; Full time

Benefits offered by this job

Apprenticeships

Discounts on stays

Gym & leisure access

Wellbeing support

Job summary

Kew Green Hotels is seeking a Nights Guest Service Assistant to help run the hotel overnight, providing a reassuring presence, upholding brand standards and guest care.

You will build relationships with guests, greet late arrivals, support the night audit, and ensure safety and service excellence. The role requires calm, clear communication and a readiness to assist with bar service, food from the 24-hour menu, and preparation for the next day.

Qualifications

• Build relationships with guests and tailor service to individual needs.
• Communicate clearly and professionally with guests and colleagues.
• Remain calm, organised and solution-focused during overnight periods.

Responsibilities

• Welcoming late arrivals at reception and recognising VIPs.
• Providing drinks service on the residents' bar.
• Preparing and delivering food from the 24-hour menu for night guests.
• Checking out early arrivals with accurate billing and guest care.
• Completing any cleaning and setup for the next day.
• Supporting the night audit process and ensuring fire and safety compliance.

Skills

Guest service

VIP guest handling

Communication

Calm under pressure

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.

You will also:

• 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.

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.

We may close the role once we've found the right person.

If you need any adjustments during the recruitment process, just let us know at [e-mail] - we're here to support you.