Guest Service Assistant

Responsibilities

• Complete daily checklists to support smooth and efficient hotel operations.
• Manage reservations and room allocations, ensuring accuracy, attention to detail, and guest preferences are met.
• Carry out courtesy calls to in-house guests to ensure satisfaction and promptly address any concerns.
• Monitor the reception inbox and respond to guest and business enquiries in a timely and professional manner.
• Monitor online travel agent platforms, responding to guest enquiries and reviews promptly and in line with brand standards.
• Proactively contribute to achieving departmental targets, including Guest Love, Loyalty Recognition, and IHG One Rewards enrolments.
• Complete clear and accurate handovers with other team members across shifts to ensure continuity of service.
• Liaise with other departments to ensure guest requests are actioned and expectations are met.
• Adhere to all Health & Safety, Fire Safety, and Crisis Management policies and procedures, and complete all required training to ensure a safe environment for guests and colleagues.
• Adhere to brand service standards and complete all required service training.
• Provide support during busy periods, including breakfast service and social evenings.
• Attend monthly team meetings and contribute to team communication and engagement.
• Carry out Duty Manager responsibilities during shifts, ensuring all incidents, hazards, and complaints are logged correctly.

• Communication skills, with the ability to interact confidently and professionally with guests and colleagues, both verbally and in writing.
• Organisational skills, with the ability to manage reservations, check-ins and check-outs, and multiple tasks in a fast-paced environment, ensuring that any complaints, issues, or incidents are accurately logged in the Duty Manager log, PMS systems, or escalated to management as appropriate.
• Attention to detail, ensuring guest information and bookings are accurate, and that daily tasks are completed correctly to avoid issues for guests and the wider team.
• Technical skills, including confidence using Microsoft Office, email, and online systems; experience with hotel property management systems such as Opera or similar is an advantage.
• Flexibility to work across seven days, including early shifts (07:00-15:00) and late shifts (14:30-22:30), in line with business needs.
• Curious and proactive mindset, with a willingness to learn, ask questions, and continuously improve.
• Team-first attitude, with the willingness to support other departments when needed and contribute to the success of the hotel as a whole.
• Confidence to handle guest concerns proactively, using initiative and flexibility to ensure a positive guest experience.

• Flexible to work across seven days, including early shifts (07:00-15:00) and late shifts (14:30-22:30), in line with business needs.

• Industry leading training and leadership development opportunities
• Hotel discounts portfolio-wide, including staff rates, up to 50% discount on food & beverage and spa, and access to staff rates across IHG hotels.
• Access to Stream pay and savings programs
• 24/7 employee assistance program
• Uncapped incentives and recognition programs
• Flexible working opportunities
• Paid breaks
• Starting salary above national minimum wage
• Access to hotel gym facilities
• Free staff parking