Nights Guest Service Assistant

Kew Green Hotels; Runcorn; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Hotel stay discounts

Gym & leisure facilities access

Wellbeing, financial & legal support (

Job summary

Kew Green Hotels is hiring a Nights Guest Service Assistant to ensure smooth overnight operations and uphold high standards of service, safety and brand compliance. You will welcome late arrivals, provide drinks and food from the 24-hour menu, and support the night audit process to deliver outstanding guest experiences.

Ideal candidates have experience in customer-facing roles, are calm under pressure, and can work independently during night shifts.

Qualifications

• Experience in a fast-paced, customer-facing role is preferred.
• Strong customer service mindset with attention to detail.
• Excellent communication and problem-solving abilities.

Responsibilities

• Greet and assist guests during night shifts, recognizing VIPs and repeat guests.
• Support reception duties and manage late arrivals with care.
• Provide drinks service and prepare food from the 24-hour menu as needed.
• Assist with night audit and ensure safety and brand standards are maintained.
• Complete cleaning and setup to prepare for the next day.

Skills

Guest service

Communication

Independence (night shifts)

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.

Next Steps

A member of our recruitment team will be in touch to book a 15-minute chat with shortlisted candidates so we can get to know you better. Candidates who are successful at this stage will be invited to meet the Guest Service Manager to discuss the role in greater detail. We review applications as they come in, so apply early to avoid missing out. We may close the role once we've found the right person. At Kew Green Hotels, we're committed to creating an inclusive workplace where everyone can thrive.

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.

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.