Guest Services Assistant

Heeton Concept Hotel; Manchester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hospitality provider in Manchester seeks a Guest Services Assistant to ensure a memorable experience for guests. Responsibilities include managing bookings, assisting with inquiries, and providing excellent customer service. The ideal candidate will have strong communication skills and preferably some hospitality experience. The position offers a range of employee benefits, including a rewards scheme, additional leave, and training opportunities.

Benefits

Employee recognition & reward scheme

Service-based annual leave increase

Discounted rates at Heeton hotels

Referral scheme

Life Assurance and Income Protection

Numerous voluntary benefits

Qualifications

• Hospitality experience preferred.
• Excellent customer service skills required.

Responsibilities

• Check guests in and out swiftly and securely.
• Manage guest bookings and up-sell opportunities.
• Be a trusted contact for guests' issues and inquiries.

Skills

Excellent customer service skills

Fluent English

Job description

When guests enter one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Assistant, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction‑free experience. You’ll also create a warm atmosphere that makes our guests feel at home in any location.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience
• Encourage guests to partake in our loyalty program
• Take and manage guest bookings, and up‑selling opportunities and tell them about ways to improve their stay
• Handle cash and credit transactions
• Cooking Breakfast
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad‑hoc duties when your colleagues need your help

What we need from you

• Excellent customer service skills
• Hospitality experience preferred
• Must speak fluent English

Why you should apply

• Exclusive access to the employee recognition & reward scheme – Heeton Rewards
• Service‑based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton‑operated hotels and IHG employee travel Programme
• Referral scheme
• Life Assurance, Income Protection and Employee Assistance schemes
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast‑growing hotel operators
• Retention bonus on completion of 3 and 6‑month service

A convenient central Manchester hotel with excellent transport links is a short walk from Manchester city centre. The M60 and M62 motorways are both close by, and Manchester Airport is only 10 miles away. Nearby Manchester Piccadilly station has direct trains to London.

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process