Guest Service Assistant

Focus Hotels Management Limited; Southam CP; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury hotel group in Southam is looking for a Guest Service Assistant to join their pre-opening team. Responsibilities include managing guest queries, resolving concerns, and ensuring a smooth check-in and check-out process. Ideal candidates will demonstrate strong customer service skills, attention to detail, and IT proficiency. Benefits include a competitive salary, training, and discounted hotel room rates. Join us for a vibrant, fast-paced environment in an exquisite setting.

Benefits

Competitive salary

Ongoing support and training

28 days holiday including Bank Holidays

Pension entitlement

Discounted hotel room rates

Incentives and rewards

Opportunities for growth

Qualifications

• Must have customer service experience with a commitment to delivering exceptional service.
• Attention to detail and strong organisational skills are essential.
• IT proficiency and knowledge of hotel management systems desirable.

Responsibilities

• Managing guest queries and requests, ensuring seamless check-in and check-out.
• Resolving guest concerns promptly to ensure satisfaction.
• Assisting with reservations, room allocations, and billing.

Skills

Customer service experience

Attention to detail

Strong communication skills

Tools

Hotel management systems

Standard office software

Job description

Who are we

Newly opening Polo Club Hotel is an exquisite destination of 600 acres nestled in the heart of Warwickshire, offering a unique blend of luxury, leisure, and equestrian excellence. With state-of-the-art facilities, including world‑class polo grounds overlooked by a 41‑bedroom luxurious hotel, and top‑tier dining options, we strive to provide an unparalleled experience for our guests.

Role Responsibilities

The Guest Service Assistant will be an integral part of the pre‑ and post‑opening team and the day‑to‑day running and expansion thereafter. As the Guest Service Assistant, you’ll be at the heart of our hotel, ensuring every guest receives a warm welcome and a seamless experience from check‑in to check‑out. If you love meeting new people and thrive in a vibrant, fast‑paced environment, this is the perfect opportunity for you!

Your responsibilities will include:

• Managing guest queries and requests, ensuring seamless check‑in and check‑out.
• Resolving guest concerns and issues promptly, ensuring guest satisfaction.
• Assist with reservations, room allocations, and billing.
• Keeping the front desk organised, welcoming, and running smoothly.
• Coordinating with other hotel departments to ensure a smooth flow of information and guest services.
• Upholding hotel policies and procedures to maintain high standards of service.
• Participating in Food and Beverage department.

Key Requirements

To be successful in this role, you should possess:

• Customer service experience, with a strong commitment to delivering exceptional service.
• Attention to detail and organisational skills.
• IT proficiency, previous knowledge of hotel management systems and standard office software would be desirable.
• Strong communication skills.
• Previous hospitality experience is a plus but not essential.

Benefits

• Competitive salary
• Excellent on‑going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On‑going incentives and rewards
• Opportunities for professional growth and development