Franchise Hotel - Guest Service Assistant

About Us

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.  Please view our website for more details. 

Your day to day

Our Guest Service Assistants are responsible for ensuring every guest receives a safe, outstanding experience. This role reports directly to the Guest Service Manager and is part of a team based from our attractive hotel in Birmingham, B43

Guest Service Assistant duties include: 

• supporting your hotel in achieving all brand and company metrics and objectives 
• building and developing relationships with guests, assessing their needs and flexing style and approach appropriately? 
• ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation? 
• following SOPs to ensure consistent hospitality for all guests 
• maintaining a high level of product and service knowledge about all IHG hotels in your region and promote the hotel, products and services and IHG to all guests 

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.  

What we need from you

What you’ll bring to the team 

Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office. 

What we offer

Our rewards package includes: 

- Annual Conference Event and Awards  

- Apprenticeships  

- Robust career development opportunities and support for personal growth 

- Attractive discounts across many major retailers, restaurants, and events  

- Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide! 

- 50% off food and beverage while you stay in our hotels 

- 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice 

- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)