Multi Site Guest Services Assistant

When guests enter 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 transactions, offer local insights, and anticipate every detail of a friction‑free experience, but you’ll also create a warm atmosphere that makes our guests feel at home in any location.

What will you be doing?

When guests enter 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 transactions, offer local insights, and anticipate every detail of a friction‑free experience, but you’ll also create a warm atmosphere that makes our guests feel at home in any location.

This is a multi‑site role for Heeton Concept Aparthotel—Edinburgh—Queen Street and Stewart Aparthotel by Heeton Concept

Located less than a two‑minute walk from each other, Heeton Concept Aparthotel Queen Street Edinburgh and Stewart Aparthotel by Heeton Concept offer our guests a home away from home.

Your day‑to‑day

• Be the warm welcome that kicks off a memorable guest experience
• Encourage guests to partake in our loyalty program
• Take and manage guest bookings, and up‑selling opportunities and tell them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• 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’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad‑hoc duties when your colleagues need your help

A Guest Service Assistant always works on behalf of our Guests and other Team Members; to successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Positive attitude
• Good communication skills
• Committed to delivering high levels of customer service
• Excellent grooming standards
• Ability to work on their own or in teams
• Flexible and reliable

Why you should apply

• Exclusive access to the employee recognition & reward scheme – Heeton Rewards
• Service‑based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton‑operated hotels
• Referral scheme
• Life Assurance, Income Protection and Employee Assistance schemes
• Numerous voluntary benefits, including a buy holiday scheme, Childcare, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK\’s fast‑growing hotel operators
• Retention bonus on completion of 3 and 6 months of service

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 for the recruitment process.