Hilton is the world's most recognised hospitality brand and the largest upscale hotel operator in Greater London. We have a fantastic opportunity for a Night Guest Service Assistant to join the Doubletree by Hilton London Kensington; a prestigious 4-Star property in bustling Kensington
What will you be doing?
As a Night Guest Service Assistant, you provide exceptional service to guests overnight and last-minute requests. Part of the responsibility will also be to clean and set up meeting rooms and replenish amenities to deliver an excellent Guest. A night guest service assistant will also be required to handle guest requests at the reception for late check-in and early check-out.
- Create an atmosphere where the guests feel welcome
- To check in guests smoothly take their IDs, and payments and hand out room keys
- To check out guests smoothly and professionally, confirming payment with the guest and assisting with transportation if needed.
- To stay one step ahead of guests' needs and ensure these are met
- Vacuum and set Meeting Rooms
- Deliver items to the rooms including preparing and delivering Room Service.
- Provide night drinks at the bar for house guests only and charge the room guest according to standards (limited soft and alcoholic drinks)
- Report any missing or damaged items to the reception team and own the responsibility to ensure that the items are replaced or repaired to create an uninterrupted or impaired stay for the Guest
- Be environmentally aware
- Dispose of waste accordingly
- Manage guest requests in a timely and efficient manner
- Comply with hotel security, fire regulations and all health and safety legislation
- Being a Fire Investigator and Fire Assembly point marshal in case of evacuation
- To highlight any unusual or suspect guest attitude or unattended items to the night manager
- Being under the supervision and report to the Night Manager
- Ensure the reception area is ready for the day to start and report any missing element to the Front of House Manager.
- Carry out lost property procedures
- Handle complaints and special requests to achieve complete guest satisfaction
- Assist other departments wherever necessary and maintain good working relationships
- A night guest service agent serving Hilton brands always works on behalf of our guests and with other team members.
A Night Guest Service Assistant always works on behalf of our Guests and other Team Members; to successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Positive attitude
- Good communication skills
- Committed to delivering high levels of customer service
- Excellent grooming standards
- Ability to work on their own or in teams
- Flexible and reliable
Why you should apply
- We offer market-appropriate salary, retention bonus plus access to our extensive benefits package, which includes:
- Service-based annual leave (increasing up to a maximum of 5 extra days)
- Employee & Friends/Family discounted rates at Heeton-operated hotels and Hilton GO
- Referral scheme
- Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Eyecare, Career Break, Buy Annual Leave and Wedding Leave
- Heeton is an expanding company which offers excellent career, training, and development opportunities
- Exclusive access to the employee recognition & reward scheme - Heeton Rewards
- Retention bonus on completion of 3 and 6-month service
- Work/life Balance implemented with 2 weeks rotas, 2 consecutive rest days
- Salary: £13 per hour.
- Working hours: 40 hours a week.
What are we looking for?
- Minimum secondary education attainment
- Must speak fluent English.
- Other languages preferred.
Heeton is all about building a workplace for the future, we believe in equal opportunities and celebrate diversity. We are an inclusive workplace, where everyone is welcome and can be natural and the best versions of themselves. We recognise that we are on a journey regarding diversity and inclusion and welcome applications for candidates from underrepresented backgrounds.
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 for the recruitment process.