Guest Services Assistant (Nights)

Are you friendly and approachable?Do you value great customer service?

This could be the role for you…

This role is ALL about the guests and delivering outstanding service for them.

You will keep our guests safe and comfortable throughout the night and with your friendly attitude and willingness to help, deliver a memorable experience for all of our night owls and early birds!

Reception, room service, late bar and early breakfast, whatever our guests need throughout the night, you’ll be ready. And you will take advantage of the quieter moments throughout the night to make sure everything is set up and ready for the next day.

You’ll be playing a key role in supporting your hotel in achieving its performance metrics and objectives as part of our incredible Guest Service Team.

What you’ll be doing as a Guest Service Assistant (Nights)

• Ensuring all guests experience an outstanding level of service out-of-hours.
• Ensuring all Health and Safety requirements are met, maintaining a safe environment for our guests and colleagues.
• Welcoming late check-in guests; recognising Priority Club Members and regular guests and following our brand standard check in process.
• Processing telephone or walk-in reservations accurately.
• Setting up meeting and function rooms in preparation for the coming days.
• Setting up breakfast and providing a friendly welcome to those early risers…it is the most important meal of the day, after all!
• Responding to any out-of-hours food and beverage requests, preparing items from our 24-hour menu and delivering them to the guest.
• Responding to any guest issues (hopefully these will be far and few between because of the incredible service you are delivering!) and finding ways to turn around any negative feedback
• Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience.
• Using your friendly approach to get to know our guests and spot potential sales leads.

What’ll make you a great fit

• You’ll need to be a night owl given the hours you’ll be working
• It doesn’t matter where you’ve gained your experience, as long as you are driven, have a great attitude and the confidence to anticipate and deliver on guests needs
• You are versatile and happy to turn your hand to whatever the guest needs.
• You’ll love people – and as a result, have great interpersonal and communication skills
• Details? You love them! Your eagle eyes won’t miss a thing when clearing down or setting up a function room and you will be incredibly attentive with guests as a result.
• You are flexible and able to remain focused on results when working towards a deadline.
• Self-motivated and confident
• Hard-working but not afraid to have FUN!

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates.
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE access to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
• Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line

Who are Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding – and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.