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

• Ensuring that all guests experience an outstanding level of service throughout their stay
• 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
• Demonstrating a sales mentality to selling bedroom, ME and FB including making recommendations for guests to upgrade, dine in the restaurant and upgrade to breakfast
• Responding promptly to guest complaints and finding ways to turnaround any negative feedback
• Keeping up to date with hotel facilities, promotions and the local market area, so as to be able to effectively assist guests
• Process and receive telephone or walk-in reservations accurately
• Looking for ways to deliver continuous improvements to the guest experience.

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!

The benefits

• Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
• Family and Friends discounts in hotels across the Kew Green Hotels estate
• Leisure Club complimentary membership
• International Travel at Employee Rate for other branded hotels within our brand family
• Progression and room to grow, with opportunities across the UK and internationally
• Flexible attitude and working hours.

The Holiday Inn Portsmouth is a 173 bedroom hotel located on Southsea seafront.