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- Tasks: Provide exceptional guest service and ensure a smooth hotel experience during night shifts.
- Company: Join Kew Green Hotels, a leading hotel management company with a focus on guest experience.
- Benefits: Enjoy discounted hotel stays, free 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 hours with opportunities for career growth in a supportive environment.
The predicted salary is between 22000 - 26000 £ per year.
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 Guest Service Manager 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) in Norfolk employer: Holiday Inn Norwich North
Contact Detail:
Holiday Inn Norwich North Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Assistant (Nights) in Norfolk
✨Tip Number 1
Get to know the company culture! Before your interview, check out Kew Green Hotels' website and social media. Understanding their values will help you connect with the team and show that you're genuinely interested in being part of their guest-focused environment.
✨Tip Number 2
Practice your customer service skills! Think of examples from your past experiences where you went above and beyond for a guest. Being able to share these stories will demonstrate your passion for delivering outstanding service during the interview.
✨Tip Number 3
Be ready for situational questions! Since this role involves working independently at night, prepare for questions about how you'd handle various scenarios, like dealing with a late arrival or ensuring safety protocols are met. This will show you're calm and solution-focused.
✨Tip Number 4
Don’t forget to follow up! After your chat with the recruitment team, send a quick thank-you email expressing your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Guest Services Assistant (Nights) in Norfolk
Some tips for your application 🫡
Show Your Personality: When 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 your personality into your cover letter!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience in customer service. We’re looking for someone who can build strong relationships with guests, so showcase any past roles where you’ve done just that.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to read and understand. Avoid jargon and focus on what makes you a great fit for the Nights Guest Service Assistant role.
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 Norwich North
✨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 specific examples from your past experiences where you went above and beyond for customers. Highlight your ability to build relationships and adapt to individual guest needs, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect questions that assess how you would handle various situations during night shifts. Think about scenarios like dealing with a difficult guest or managing multiple tasks at once. Practising your responses will help you feel more confident and articulate during the interview.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the hotel’s culture, team dynamics, or what success looks like in this role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.