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- Tasks: Deliver exceptional guest experiences and ensure hotel operations run smoothly overnight.
- Company: Join Kew Green Hotels, a leading hotel management company with a people-driven culture.
- Benefits: Enjoy discounted hotel stays, gym access, and personal development opportunities.
- Why this job: Be the reassuring presence for guests and make their nights memorable.
- Qualifications: Customer service experience and a passion for helping others.
- Other info: Flexible shifts with opportunities for career growth in a supportive environment.
The predicted salary is between 1300 - 1600 £ per month.
We are looking for a friendly, reliable and guest-focused Nights Guest Service Assistant to help deliver safe, welcoming and memorable experiences for our guests during out-of-hours periods. Reporting to the Nights Guest Service Manager, you will play a key role in ensuring the hotel runs smoothly overnight, acting as a reassuring presence for guests and maintaining our high standards of service, safety and brand compliance.
About the role
As a Nights Guest Service Assistant, you will be responsible for supporting the hotel in achieving brand standards, guest satisfaction targets and company objectives, while ensuring every guest feels valued and well cared for.
Key responsibilities include:
- Building strong relationships with guests, adapting your approach to meet individual needs
- Welcoming late arrivals on reception, ensuring repeat guests, priority members and VIPs receive appropriate recognition and appreciation
- Providing drinks service on our residents bar
- Preparing and delivering food from our 24 hour menu for guests arriving through the night
- Checking out any early arrivals, ensuring accurate billing and a positive lasting impression
- Completing any cleaning and set up required to ensure the hotel is ready for the next day
- Supporting the night audit process
- Ensuring fire and safety requirements are met
Beyond day-to-day duties, you will be a role model for our values and culture, helping to ensure service excellence remains at the heart of everything we do.
About you
Ideally, you will have previous experience in a fast-paced, customer-facing role and a genuine passion for delivering outstanding customer service. You are naturally attentive, able to anticipate guest needs, and confident working independently during night shifts. You will also:
- Be comfortable using a range of technology, including MS Office.
- Communicate clearly and professionally with guests and colleagues.
- Remain calm, organised and solution-focused, particularly during quieter overnight periods.
Benefits
Our rewards package includes:
- Discounted hotel stays around the globe, with food and beverage discounts.
- Attractive discounts across many major retailers, restaurants, and events.
- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms).
- Personal and career development
- Round the clock access to the Employee Assistance programme, offering mental health and wellbeing support, financial and legal advice.
Next Steps
A member of our recruitment team will be in touch to book a 15-minute chat with shortlisted candidates so we can get to know you better. Candidates who are successful at this stage will be invited to meet the Director Of Procurement & Cost to discuss the role in greater detail. We review applications as they come in, so apply early to avoid missing out. We may close the role once we’ve found the right person.
At Kew Green Hotels, we’re committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know - we’re here to support you.
Who are Kew Green Hotels?
Kew Green Hotels is one of the UK’s leading hotel management companies, operating a diverse portfolio of global brands. We’re a people-driven business that’s passionate about performance, guest experience, and creating hotels that make us proud.
Guest Services Assistant (Nights) employer: Holiday Inn Birmingham M6 J7
Contact Detail:
Holiday Inn Birmingham M6 J7 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Assistant (Nights)
✨Tip Number 1
Get to know the company before your interview! Check out Kew Green Hotels' website and social media to understand their values and culture. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about delivering outstanding experiences, think of examples from your past where you've gone above and beyond for a guest. Be ready to share these stories during your chat with the recruitment team.
✨Tip Number 3
Be prepared for situational questions! The interviewer might ask how you'd handle specific scenarios, especially during night shifts. Think about how you would stay calm and organised while ensuring guest satisfaction, and be ready to discuss your approach.
✨Tip Number 4
Don’t forget to follow up! After your chat, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you on their radar as they make their decision.
We think you need these skills to ace Guest Services Assistant (Nights)
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your friendly and approachable nature shine through. We want to see the real you, so don’t be afraid to inject a bit of personality into your cover letter and CV!
Tailor Your Application: Make sure to customise your application for the Nights Guest Service Assistant role. Highlight any relevant experience in customer service and how you can contribute to creating memorable experiences for our guests.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon, so we can easily see how your skills and experiences align with what we're looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as soon as possible. Don’t wait too long – we review applications as they come in!
How to prepare for a job interview at Holiday Inn Birmingham M6 J7
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Nights Guest Service Assistant. Familiarise yourself with the key tasks like welcoming guests, managing late arrivals, and ensuring safety standards. This will help you demonstrate your knowledge and enthusiasm for the role.
✨Showcase Your Customer Service Skills
Since this role is all about guest satisfaction, be ready to share examples of how you've provided outstanding customer service in the past. Think of specific situations where you went above and beyond to meet a guest's needs or resolved an issue effectively.
✨Prepare for Scenario Questions
Expect questions that assess how you would handle various situations during night shifts. For instance, how would you manage a late arrival or ensure a guest feels valued? Practising your responses to these scenarios can help you feel more confident during the interview.
✨Demonstrate Your Tech Savviness
As the role involves using technology like MS Office, be prepared to discuss your experience with these tools. You might even want to mention any specific software you've used in previous roles that could be relevant, showing you're ready to hit the ground running.
