Guest Service Assistant

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 take a friendly approach to providing a safe, hospitable, and positively memorable experience. Reception, Restaurant, Bar, Meetings, Events and Starbucks… wherever our guests are, that’s where you’ll be, ready to be the host with the most.

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.

Your Duties as a Guest Service Assistant

• You will have a flexible attitude towards supporting all guest service stations, throughout Reception and Food Beverage.
• Giving a warm welcome and a fond farewell during check in and check out.
• Delivering a fantastic experience during our breakfast, afternoon and dinner service
• Hosting guests in our Open Lobby, maintaining a spotless and pleasant environment and ensuring all needs are met.
• Serving hot and cold drinks from our Open Lobby and Starbucks outlets
• Provide friendly and efficient service to meeting delegates and help our function guests make memories to treasure, setting our function spaces just the way they want them and delivering excellent service to all attendees.
• Ensuring that Health and Safety requirements are met, ensuring a clean and safe environment for our guests.
• Engaging and building relationships with our guests - everyone loves a friendly face!
• Ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation.
• Anticipate guest needs and look for opportunities to up-sell and make recommendations to enhance their experience
• Responding promptly to guest complaints, seeking feedback, taking ownership and finding ways to turn around any negative experience

What’ll make you a great fit

• It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
• You’ll be excited to develop your skills in Reception, Food and Beverage or Events, with an ongoing development plan and the opportunity to specialise
• You love people – and as a result, have great interpersonal and communication skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• 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.

A modern Lancaster hotel just off the M6 motorway, with free parking, free WiFi and an indoor pool. Whether you are looking for a place to meet up with friends or work colleagues, the Open Lobby at Holiday Inn Lancaster hotel has all that you need! Open all day, the bar is perfect for informal meetings or for catching up with friends. Sky Sports is shown on the widescreen TV so you can watch live events or catch up on the day’s action. At the Holiday Inn Lancaster, you can also host meetings for up to 100 people in seven flexible conference rooms with AV equipment and free WiFi.