Nights Guest Service Assistant- Duty Manager

Aimbridge; Greater London; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Industry-leading training and career发展

Staff discounts on hotel stays

IHG employee benefits

PayStream access

Flexible shifts

Paid breaks and 28 days holidays

Staff parking

Employee assistance programme

Incentives

Job summary

Aimbridge Hospitality EMEA is seeking a Nights Guest Service Assistant to deliver outstanding guest service, check guests in and out, handle inquiries and reservations, and maintain a welcoming front desk. You’ll support night-time operations and collaborate across departments to ensure a seamless guest experience.

As part of the team, you will engage with guests with a friendly, professional manner, assist with broad hotel services, and contribute to continuous improvement in service delivery.

Qualifications

• Attention to detail to ensure rooms and public areas are clean and well maintained.
• Strong communication, both verbal and written, with guests and colleagues.
• Customer-focused approach to inquiries and complaints with a professional demeanour.
• Good organisational skills to manage reservations and workload.
• Basic computer skills and familiarity with hotel software.

Responsibilities

• Check guests in and out and handle inquiries and reservations.
• Maintain a clean, welcoming front desk area and support night-time operations.
• Assist in food & beverage, maintenance and other areas as needed with excellent service.
• Provide first-class customer service and teamwork with hotel colleagues.

Skills

Attention to detail

Communication skills

Customer service skills

Organisational skills

Technical skills

Teamwork

Education

High school diploma or equivalent

Tools

Opera

Fidelio

Job description

Who are we?

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.

What is in it for you?

As part of the Aimbridge team, you will have access to industry leading benefits that include

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio wide – Staff rates and up to 50% discount on food & beverage and spa and all benefits of being IHG Employee.
• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities.
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
• We are open 7 days a week 365 days a year and need people to work a range of shifts and days - this means we can offer great flexibility if required.
• Paid breaks and 28 days holidays including bank holidays
• Starting salary above national minimum wage
• Free staff parking
• 24/7 access to our employee assistance programme
• Uncapped incentives to reward you for your contributions

A day in the life of…

As our Nights Guest Service Assistant you’ll be responsible for providing exceptional customer service to guests, including checking them in and out, handling inquiries and complaints, booking reservations. You’ll need to maintain a clean and organised front desk area, possess excellent communication and interpersonal skills, and be knowledgeable about hotel policies and amenities

As an integral part of night time operations in the hotel, your role extends beyond the front desk! You’ll be agile in your role and support operations in food and beverage, maintenance and all other areas that will require your first class customer service skills and exemplary team work skillset. This role is unlike any other in our hotel and offers development opportunities across all departments.

You’ll play a crucial role in ensuring that guests have a first class enjoyable and comfortable stay.

What do we need from you?

• Attention to detail: it’s essential that you have a keen eye for detail to ensure that guest rooms and common areas are clean, tidy, and well-maintained.
• Communication skills: it’s important that you possess excellent communication skills, both verbal and written, to effectively communicate with guests and colleagues.
• Customer service skills: You should be friendly, welcoming, and able to handle guest inquiries and complaints in a professional and courteous manner.
• Organisational skills: it’s important that you have a strong attention to detail to manage guest reservations and maintain a clean and organised workspace.
• Technical skills: A Guest Service Advisor should 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
• Teamwork: you’ll be a first class team player ready to work in tandem with all other operational colleagues in the hotel

Please note that we will only be accepting applicants who are age 18 or above for this role

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’