Guest Service Assistant

This role? It’s ALL about the guest and delivering an outstanding service for them.

Outstanding being safe, hospitable and positively memorable experience. You’ll be playing a key role in supporting your hotel in achieving its performance metrics and objectives – and you’ll care about doing so, along with an incredible team in Guest Services.

What you’ll be doing as a Guest Service Assistant

• Keeping an eye on guests in our open lobbies and ensuring all needs are met.
• Serving hot and cold drinks from our Open Lobby and Starbucks outlet
• Delivering a fantastic experience during our breakfast and afternoon service
• Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
• Engage, build and develop 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
• Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
• Responding promptly to guest complaints and finding ways to turnaround any negative feedback

What’ll make you a great fit

• It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
• You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
• You’ll love people – and as a result, have great interpersonal and communication skills
• Details? You love them! You’ll be incredibly attentive with guests as a result
• Flexible and able to remain focused on results under pressure and to challenging deadlines
• Self-motivated and confident
• Hard-working but FUN!

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE membership to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and Awards evening are all annual events.
• Progression and room to grow, with opportunities across the UK and internationally
• Flexible attitude and working hours.
• Mental Health Support with our 24/7, 365 Employee Assistance Line

Who is Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we believe that the details matter. We know that each and every member of our team consistently pursue outstanding – and we have a firm belief in trusting our teams to find innovative and unique ways to do this. And in return? Not only do we offer a highly competitive benefits package, but through our career opportunities and development, we also support you wholeheartedly in your own personal pursuit of outstanding.

With 55 hotels (and counting) in our portfolio and a number of brands across leading hotel chains including IHG Hotels Resorts, Marriott International, Wyndham Hotels Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.

The Holiday Inn Stoke on Trent is a 118-bedroom hotel including a range of conference, event, wedding spaces along with a modern spacious bar and restaurant offering all day dinning. Not forgetting our fantastic onsite YouFit Health Club including a swimming pool, gym and classes. Due to being just of the exit of Junction 15 of the M6 motorway, it makes our hotel busy all year round with a range of both leisure and business travellers.