Guest Services Assistant

Exclusivepeople; England; On-site; GBP 27,000; Full time

Job summary

A hospitality company in the UK is seeking a Guest Services Assistant to deliver exceptional guest experiences. Responsibilities include personalizing service, supporting the Front of House team, and managing VIP guest profiles and complaints. The ideal candidate will have strong communication skills and attention to detail to ensure guests feel at home. This full-time position offers a salary of £26,403 plus excellent benefits, contributing to an enjoyable work environment.

Benefits

Excellent benefits

Employee recognition programs

Qualifications

• Experience in guest services or hospitality is preferred.
• Ability to handle guest complaints and follow-up.
• Proficiency in customer engagement and service personalization.

Responsibilities

• Provide personalized service to ensure a seamless guest experience.
• Enhance the guest journey based on feedback and interactions.
• Support the reception and concierge teams to create a welcoming environment.

Skills

Exceptional guest service

Attention to detail

Communication skills

Job description

Royal Berkshire Hotel, Ascot, Berkshire
Full Time
£26,403 plus excellent benefits.
Closing Date: 08th February 2026

In a Nutshell

We are actively seeking a Guest Services Assistantwho will provide and enhance an exceptional guest experience, focusing on the smallest of gestures, leading onto going the extra mile. You must also strive to inspire the Front of House team in all areas of guest services and ensure that each and every guest receives a memorableservice.

Share

Lots to do, but lots of fun

The role will be responsible for…

• Responsible for the provision of a seamless guest experience by providing considered and personalised service
• In collaboration with the Guest Service Supervisor and Operations Manager, review and improve the guest journey in response to guest feedback.
• To ensure a high level of engagement with guests throughout their stay to make them feel at home and to create a warm experience
• Support the reception and concierge teams
• Ensure the Front of House team are aware of business in the hotel through use of the arrivals list, prayer sheet, function sheets, occurrence diary or Duty Manager log by hosting a daily morning meeting and using other internal communication channels.
• Ensure all VIPs are flagged accordingly with the correct VIP status, traces & amenities applied on Hart and to conduct research on each guest
• Check all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place
• Provide appropriate welcome cards / crave tablet messages to the guests to ensure special occasions are recognized
• Ensure the VIP arrivals list is up to date and prepared one week in advance and that any relevant information is communicated to the necessary departments
• Be the ambassador in the hotel for guest profiling, ensuring that all information is captured in the correct way and entered onto the HART PMS system, this information is used to enhance the guest’s experience and is to be communicated to relevant departments
• Update guest profiles in HART and proactively use the information stored to support the guest experience, improving and personalising the guest journey accordingly.
• Handle and oversee complaints, ensuring appropriate action is taken to resolve these and to ensure guest satisfaction is maintained, concluding with guest follow-up.

Take a look at the incredible range of benefits you can enjoy when you join the Exclusive team and how you can be rewarded and recognised for doing a fantastic job!

Pennyhill Park and The Spa, Bagshot, Surrey

Rooms Division Manager

Pennyhill Park and The Spa, Bagshot, Surrey