Night Guest Service Agent

Ehg Careers; Greater London, Norwich; On-site; GBP 20,000 - GBP 25,000; Full time

Job summary

A leading hotel group in Broadland is seeking an experienced Nights Guest Services Agent to deliver exceptional customer service and manage hotel operations at the Holiday Inn Express in Norwich. Responsibilities include managing check-ins, running the night audit, and maintaining a welcoming environment. Ideal candidates should have prior hotel experience and excellent communication skills. This position offers various employee benefits including discounted hotel stays and comprehensive health plans.

Benefits

Discounted hotel rooms

Employee assistance program

Health plan

Life insurance

Complimentary meals on duty

Qualifications

• Previous hotel experience as a Front Office Team Member or similar.
• Understanding of food safety.
• Ability to work night shifts.

Responsibilities

• Create a warm welcome for guests.
• Ensure smooth check-in and check-out processes.
• Manage reception, kitchen bar, and restaurant coverage.

Skills

Customer service skills

Communication skills

Organisational skills

Microsoft Office proficiency

Job description

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Nights Guest Services Agent at our Holiday Inn Express in Norwich. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Night Guest Service Agent you'll deliver this through managing all aspects of the day to day operations of the hotel. You'll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Create a warm welcome to everyone and set the tone for each of our guests' experience.
• Ensure that our guests experience a smooth Check-in and Check- out process (Including Group Check ins)
• Multi tasker - Coverage of our reception desk, kitchen bar and restaurant.
• Be able to answer our hotels calls in professional yet welcoming manner.
• Run our Night Audit process.
• Ensure that our Front Office and lobby area are kept clean & tidy.
• Support your colleagues from other departments by setting up /clearing down of any of our food & beverage outlets (Including conference & events).
• Prepare food for breakfast service.
• Conduct regular security walks around our hotel.

What we are looking for:

• Previous hotel experience as a Front Office Team Member or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• A basic understanding of food safety;
• Experience in offering exceptional customer service.
• A clear understanding of the need for night time work.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations;

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.