Guest Service Assistant

Profile

Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it's no accident that people come first. We know great things come from great people! We are passionate about creating an environment where our employees bring their A-game and are their best selves.

As a Guest Service Assistant, you support guests throughout their stay, from arrival to departure. You help with a wide range of hotel services and requests, and you make every guest feel welcome, valued, and looked after.

Brightstar's values sit at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. As Guest Service Assistant, you embody these values by anticipating guest needs, solving problems with warmth and confidence, and helping create a memorable stay from start to finish.

Objectives of this role

• Deliver excellent service to every guest, across every touchpoint.
• Support guests with requests, information, and problem-solving throughout their stay.
• Work closely with all departments to keep the guest journey smooth.
• Stay calm under pressure and resolve issues quickly.
• Represent Brightstar's standards in every interaction.

Key Responsibilities

People

• Greet guests warmly and professionally, in person and by phone.
• Build positive relationships through attentive, personal service.
• Communicate clearly with colleagues across departments to meet guest needs.
• Support new team members with product knowledge and service standards.
• Handle guest feedback and complaints with empathy and professionalism.
• Represent the Brightstar values in daily work.

Quality

• Respond to guest requests promptly, whether in person, by phone, or by email.
• Provide accurate information on hotel facilities, the local area, and services.
• Coordinate with housekeeping, maintenance, and other teams to resolve guest issues.
• Support luggage handling, room moves, and other guest assistance tasks.
• Keep public areas and guest-facing spaces tidy and welcoming.
• Follow brand standards and policies in daily duties.

Profit

• Promote hotel services, upgrades, and offers where relevant.
• Support upselling opportunities without pressuring guests.
• Identify chances to enhance the guest experience and drive revenue.
• Monitor and report low stock levels for guest service supplies.
• Use materials and supplies responsibly, avoiding waste.
• Contribute to strong guest satisfaction scores and repeat visits.

Responsible Business

• Follow health and safety and fire procedures accurately.
• Report maintenance or safety issues promptly.
• Keep guest information confidential and secure.
• Handle cash, keys, and guest data securely.
• Support sustainability efforts, such as paper-saving and recycling.
• Help create an inclusive, respectful, and welcoming environment for guests and colleagues.
• Comply with company policies, procedures, and operational standards, including hotel-specific brand standards.
• Complete all e-learning and mandatory training within required timeframes.

Skills and Qualifications

• Strong verbal and written communication skills.
• Excellent attention to detail and accuracy.
• Friendly, proactive, and approachable manner.
• Ability to manage multiple tasks in a fast-paced environment.
• Confident using hotel systems and Microsoft Office.
• Flexible to work shifts, including evenings and weekends.
• Strong customer service focus and problem-solving skills.
• Experience in a guest-facing or hospitality role (preferred).
• Familiarity with hotel systems or PMS software (preferred).
• Multilingual skills are a plus.

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list.