Nights Guest Service Assistant- Duty Manager

Interstate Europe Hotels & Resorts; Greater London; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hotel discounts

Paid breaks & holidays

Staff parking

EAP access

Incentives

Job summary

Aimbridge Hospitality EMEA is hiring a Nights Guest Service Assistant to support night operations at Holiday Inn Express London-Excel. You will manage check-in/out, guest inquiries and reservations, and assist across departments to deliver a first-class stay.

You will join a team that values detail, teamwork, and exceptional service, with benefits including staff discounts, holidays, and staff parking. The role requires flexible shifts and good communication skills.

Qualifications

• High attention to detail to ensure rooms and common areas are clean, tidy and well-maintained.
• Excellent verbal and written communication with guests and colleagues.
• Friendly, welcoming, and able to handle guest inquiries and complaints professionally.
• Strong organisational skills to manage guest reservations and maintain a clean, organised workspace.
• Basic computer skills; experience with hotel management software such as Opera or Fidelio is an added advantage.
• Team player able to work across night operations with other departments.

Responsibilities

• Check guests in and out and handle inquiries and reservations at the front desk.
• Address guest questions and resolve complaints with professionalism and courtesy.
• Maintain a clean, efficient front desk and supportive night-time operations across F&B, maintenance and other areas.
• Collaborate with hotel teams to ensure a seamless, first-class guest experience throughout the night.

Skills

Attention to detail

Communication skills

Customer service

Organisational skills

Teamwork

Tools

MS Office

Opera

Fidelio

Job description

Nights Guest Service Assistant- Duty Manager

Location: Holiday Inn Express London-Excel

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’