Guest Service Assistant (Flexible Contract – 32 Hours per Week)

Aimbridge Hospitality EMEA is a leading hotel management company and part of the global Aimbridge Hospitality group. We manage a diverse portfolio of hotels across Europe, working in partnership with world-class brands such as Hilton, IHG, Accor, and Marriott. With a strong “people first” approach, we focus on connecting great people with great guest experiences, supported by the diversity of our teams, locations, and brands.

Staybridge Suites Birmingham is a 179-suite IHG extended-stay hotel, designed to make guests feel at home whether they are staying for one night or several weeks. Our hotel offers spacious studio and one-bedroom suites, all with fully equipped kitchens, complimentary breakfast, and regular social evenings for our guests. Our facilities include a fitness room, guest laundry, The Pantry shop, business centre, meeting space, and comfortable social areas that encourage a relaxed, community-focused atmosphere. Located in the heart of Birmingham, we welcome a mix of corporate, leisure, and long-stay guests.

As a Guest Service Assistant at Staybridge Suites, you will:

• Welcome guests and deliver a warm, professional check-in and check-out experience.
• 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.

What do we need from you?

• 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.
• Most importantly, to be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards.

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, including Aimbridge staff rates, up to 50% discount on food & beverage and spa, and access to IHG staff rates of up to 50% across IHG hotels.
• Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing.
• 24/7 access to our employee assistance programme.
• Uncapped incentives to reward your contributions, including rewards for guest name mentions in reviews, IHG One Rewards enrolments, and Employee of the Month recognition.
• Flexible working opportunities.
• Paid breaks.
• Starting salary above national minimum wage.
• Access to hotel gym facilities.
• Free staff parking whilst at work.

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’.

So, click apply today, we’d love to welcome you to our inclusive team shaping the future of hospitality.