At a Glance
- 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 satisfaction.
- Benefits: Enjoy discounted hotel stays, retail discounts, free gym access, and career development opportunities.
- Other info: Flexible hours with opportunities for personal growth in a supportive workplace.
- Why this job: Be the reassuring presence for guests and make their nights memorable in a dynamic environment.
- Qualifications: Customer service experience and a passion for helping others are essential.
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.
Night Guest Services Specialist in Runcorn employer: Holiday Inn
Kew Green Hotels is an exceptional employer, offering a supportive and inclusive work environment where every team member is valued. As a Night Guest Services Specialist, you will enjoy benefits such as discounted hotel stays, access to leisure facilities, and opportunities for personal and career development, all while contributing to memorable guest experiences in a dynamic hotel setting.
StudySmarter Expert Advice🤫
We think this is how you could land Night Guest Services Specialist in Runcorn
✨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 family.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing how you can deliver outstanding customer service during those night shifts.
✨Tip Number 3
Show off your personality! When you meet the Guest Service Manager, let your friendly and approachable nature shine through. Remember, they’re looking for someone who can build strong relationships with guests, so be yourself and share your passion for hospitality.
✨Tip Number 4
Follow up after your chat! A quick thank-you email to the recruitment team can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision. Plus, it’s a great chance to reiterate why you’d be a perfect fit!
We think you need these skills to ace Night Guest Services Specialist in Runcorn
Some tips for your application 🫡
Show Your Personality:When writing your application, let your friendly and guest-focused 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 Application:Make sure to tailor your CV and cover letter to highlight your experience in customer service and any relevant skills. We’re looking for someone who can build strong relationships with guests, so showcase those experiences!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points where necessary to make your key achievements stand out!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re keen on joining our team at Kew Green Hotels!
How to prepare for a job interview at Holiday Inn
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Night Guest Services Specialist. Familiarise yourself with the key tasks like welcoming guests, managing late arrivals, and ensuring safety standards. This will help you demonstrate your knowledge and show that you're genuinely interested in 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 adapt your approach to meet individual needs, as this is crucial for creating memorable experiences for guests.
✨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 stay calm and organised during the interview.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask thoughtful questions about the hotel’s culture, team dynamics, or what success looks like in this role. This not only shows your interest but also helps you determine if the company is the right fit for you.
