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- Tasks: Ensure guests have a safe and outstanding experience during night shifts.
- Company: Join a leading hotel brand focused on exceptional guest service.
- Benefits: Enjoy discounts, free gym access, and 24/7 mental health support.
- Why this job: Be part of a dynamic team that values service excellence and personal growth.
- Qualifications: Previous customer service experience and tech-savvy skills are preferred.
- Other info: Flexible hours with opportunities for career development.
The predicted salary is between 24000 - 36000 £ per year.
The role
Our Nights Guest Service Assistants are responsible for ensuring every guest receives a safe, outstanding experience during out-of-hours. This role reports directly to the Guest Service Manager and is part of a team based from our attractive hotel in Runcorn WA7 3HA.
Nights Guest Service Assistant duties include :
- supporting your hotel in achieving all brand and company metrics and objectives
- building and developing relationships with guests, assessing their needs and flexing style and approach appropriately?
- ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation?
- following SOPs to ensure consistent hospitality for all guests
- maintaining a high level of product and service knowledge about all IHG hotels in your region and promote the hotel, products and services and IHG to all guests
Beyond that, you\’ll represent our company values and culture, ensuring that service excellence remains our top priority.
Other businesses may call this role Front Office Assistant or Food and Beverage Assistant, Guest Experience Assistant, Hotel Services Assistant.
Full details of the role will be discussed with the shortlisted candidates. If you\’d like to find out more about the role before applying, why not reach out to our resourcing team at recruitment@kewgreenhotels.com.
Benefits
Our rewards package includes :
- Annual Conference Event and Awards
- Apprenticeships
- Robust career development opportunities and support for personal growth
- Attractive discounts across many major retailers, restaurants, and events
- Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide!
- 50% off food and beverage while you stay in our hotels
- 24 / 7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice
- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)
What you’ll bring to the team
Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office.
Next steps
A member of the hotel team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail, and you can highlight your skills to us. If successful at this stage, you will meet Business Excellence Manager / Guest Service Manager.
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Guest Services Assistant (Nights) employer: Holiday Inn Runcorn
Contact Detail:
Holiday Inn Runcorn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Assistant (Nights)
✨Tip Number 1
Familiarise yourself with the IHG brand and its values. Understanding the company's culture and what they stand for will help you align your responses during the interview and demonstrate that you're a good fit for their team.
✨Tip Number 2
Prepare to discuss your previous customer service experiences in detail. Think of specific examples where you went above and beyond for a guest, as this will showcase your passion for outstanding service and your ability to anticipate needs.
✨Tip Number 3
Research common challenges faced by night shift staff in the hospitality industry. Being able to discuss how you would handle these situations can set you apart and show that you're proactive and ready for the role.
✨Tip Number 4
Practice your communication skills, especially in a customer-facing context. Since you'll be interacting with guests during the night, being articulate and friendly is crucial. Consider role-playing scenarios with a friend to build confidence.
We think you need these skills to ace Guest Services Assistant (Nights)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise any previous work in fast-paced environments and your ability to anticipate guests' needs.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for outstanding customer service. Mention specific examples of how you've provided excellent service in the past and how you align with the company's values.
Showcase Relevant Skills: In your application, highlight your comfort with technology, particularly MS Office, as well as any other skills that would be beneficial for a Guest Services Assistant role.
Prepare for the Chat: Before the initial chat with the hotel team, think about your motivations for applying and how your skills can contribute to the hotel's success. Be ready to discuss your experiences and how they relate to the role.
How to prepare for a job interview at Holiday Inn Runcorn
✨Showcase Your Customer Service Skills
Since the role focuses on providing outstanding customer service, be prepared to share specific examples from your previous experiences. Highlight situations where you went above and beyond to meet a guest's needs or resolve an issue.
✨Demonstrate Your Knowledge of the Brand
Familiarise yourself with IHG hotels and their offerings. During the interview, mention any relevant knowledge about the brand and how it aligns with your values. This shows your enthusiasm for the role and the company.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle various guest situations. Practice responding to scenarios where you need to manage difficult guests or unexpected challenges, demonstrating your problem-solving skills and adaptability.
✨Emphasise Teamwork and Communication
As you'll be working closely with the Guest Service Manager and other team members, highlight your ability to collaborate effectively. Share examples of how you've successfully communicated and worked as part of a team in past roles.
