Guest Service Assistant Ashford, Kent, South East England, England
Job description
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 VIPs receive recognition and appreciation
- Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
- Welcoming all guests to the hotel and completing their check-in to a high standard, getting to know their reason for staying and accomodating accordingly
- 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 turn around 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
- Processing bookings and payments
- 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)
- Employee and Family and Friends discounts in hotels across the Kew Green Hotels portfolio
- Mental Health and other Wellbeing Support with our 24/7, 365 Employee Assistance Line
- Employee discounts at other hotels within our brand partner family (and you’re not just limited to good old Britain – our brand partner has hotels that span the world!)
- Free parking
- Progression and room to grow, with opportunities across the UK and internationally
- Flexible working hours.
A convenient hotel with restaurant, free parking and close proximity to the Eurostar station at Ashford
Holiday Inn® Ashford - Central hotel is only 2 miles from Ashford International Station.
Regular Eurostar trains travel to Lille, Paris and Brussels, and services to Central London take just 40 minutes. There's easy access to the ferries at Dover and Folkestone via the nearby M20 motorway. Canterbury Cathedral, a World Heritage site, is only 14 miles away, and the adjacent King's Mile is lined with independent shops and charming pubs. Take the family to spot lions, tigers and gorillas on a safari-style trip through Port Lympne Reserve, or explore Leeds Castle on an island in the River Len, both within a short drive. Local businesses cluster conveniently nearby at the Orbital and Eureka business parks. You can host a wedding or an event for up to 125 guests in our 4 onsite meeting suites
