At a Glance
- Tasks: Create memorable experiences for guests through exceptional service and local insights.
- Company: Join one of the UK’s fastest-growing hotel operators with a vibrant team culture.
- Benefits: Enjoy annual bonuses, staff rates, and extra leave days as you grow your career.
- Other info: Opportunities for training and development in a dynamic environment.
- Why this job: Be the friendly face that makes every guest feel at home and valued.
- Qualifications: Excellent customer service skills; hospitality experience is a plus.
The predicted salary is between 20000 - 25000 £ per year.
About the role
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Assistant, you’ll not only be the person they rely on to handle check-in and check-out, prepare, and serve them food and drink, but you'll also offer local insights and anticipate every detail of a friction‑free experience. You will also create the warm atmosphere that makes our guests feel at home.
Your day-to-day
- Be the warm welcome that kicks off a memorable guest experience.
- Encourage guests to partake in the IHG loyalty program.
- Take and manage guest bookings, up‑selling opportunities and tell them about ways to improve their stay.
- Handle cash and credit transactions in accordance with Heeton standard operating procedures.
- Start every stay right by swiftly checking guests in accordance with Heeton brand standards.
- Prepare and serve food and drinks in the bar and restaurant.
- Help with washing up and other kitchen duties when needed.
- Set up, support, and service events.
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
- Stay safe all the time. Following our safety procedures, you will report all incidents and wear any protective gear needed.
- Take pride in your appearance and place as a brand ambassador.
- Work as part of a team to assist with Reception, Bar, Restaurant and Kitchen duties.
- Jump into other ad‑hoc duties when your colleagues need your help.
- Ensure all public areas, including toilets and facilities, are cleaned, regularly always checked and maintained to a high standard.
- Understand guest satisfaction scores and contribute to improving areas of focus.
- Respond to guest queries, requests, and complaints promptly and professionally, always providing a positive experience.
- Support in covering night shifts as required.
This list is not an exhaustive list of responsibilities, and additional tasks may be assigned at the discretion of your line manager in line with business needs.
What we need from you
- Excellent customer service skills.
- Hospitality experience preferred.
- Must speak fluent English.
- Other languages preferred.
Why you should apply
- Annual bonus for all Team Members.
- Fantastic career potential with one of the UK’s fastest‑growing hotel operators.
- Employee staff rates across Heeton properties (subject to availability).
- Retention bonus on completion of 3‑ and 6‑month service.
- Service‑based annual leave (increase up to a maximum of 5 extra days).
- Training and development opportunities given to the role.
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Guest Services Assistant in London employer: Heeton Concept Hotels
Heeton Hotels is an exceptional employer, offering a vibrant work culture where every team member plays a crucial role in creating memorable experiences for our guests. With fantastic career potential, annual bonuses, and comprehensive training opportunities, employees are encouraged to grow and thrive within one of the UK’s fastest-growing hotel operators. Additionally, staff enjoy exclusive rates across Heeton properties and a supportive environment that values teamwork and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Assistant in London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Heeton Concept Hotels. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Heeton Concept Hotels
Don't be shy about reaching out to Heeton Concept Hotels directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Services Assistant in London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Heeton Concept Hotels and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Heeton Concept Hotels
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
