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- Tasks: Provide exceptional service to guests during night shifts and ensure hotel operations run smoothly.
- Company: Join Kew Green Hotels, a leading hotel management company with a focus on guest experience.
- Benefits: Enjoy discounted hotel stays, gym access, and personal development opportunities.
- Why this job: Be the reassuring presence for guests and create memorable experiences overnight.
- Qualifications: Customer service experience and ability to work independently during night shifts.
- Other info: Inclusive workplace with support available throughout the recruitment process.
The predicted salary is between 1300 - 1800 £ 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 at recruitment@kewgreenhotels.com - 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 York
Contact Detail:
Holiday Inn York 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 have a few strategies in mind.
✨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 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!
Tailor Your Experience: Make sure to highlight any previous customer service roles you've had, especially in fast-paced environments. We’re looking for someone who can adapt to guest needs, so share specific examples that demonstrate your skills.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be 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 York
✨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, providing drinks service, 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 how you built relationships and adapted your approach to meet individual needs, as this aligns perfectly with what they’re looking for.
✨Prepare for Scenario Questions
Expect questions that assess how you would handle various situations during night shifts. Think about scenarios like dealing with late arrivals or managing quiet periods. Practising your responses will help you stay calm and organised during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company and the role. Inquire about their approach to guest experience or how they support staff development. This not only demonstrates your enthusiasm but also helps you gauge if the company is the right fit for you.
