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Guest Service Assistant Traineeship


As Guest Services Assistant, you are responsible for ensuring every guest receives a safe, outstanding experience, to support your hotel in achieving our brand and company metrics and objectives.

Work placement

Key Responsibilities include:

  • Ensuring that all guests experience an outstanding level of service throughout their stay
  • Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
  • Engage, build and develop 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
  • Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
  • Demonstrating a sales mentality to selling bedroom, M&E and F&B including making recommendations for guests to upgrade, dine in the restaurant and upgrade to breakfast
  • Responding promptly to guest complaints and finding ways to turnaround any negative feedback
  • Following SOPs to ensure consistent hospitality for all guests
  • Maintain 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
  • Keeping up to date with hotel facilities, promotions and the local market area, so as to be able to effectively assist guests
  • Process and receive telephone or walk-in reservations accurately
  • Understanding the wider Kew Green business and actively engaging and sharing best practice through our internal communications channels
  • Keeping up to date with the hotel’s sales strategy and promotions, passing on leads to the sales team
  • Complying with legislative and safety regulations
  • Completing all training to timescales and looking for ways to develop your skills and experience
  • Looking for ways to deliver continuous improvements to guest experience.

Training to be provided

  • Employability
  • Maths and English if required
  • Safeguarding
  • Prevent
  • Hands on practical experience

About traineeships:

  • A traineeship is a course with work experience that gets you ready for work or an apprenticeship. It can last up to 12 months

You can apply if you’re:

  • Eligible to work in England
  • Unemployed and have little or no work experience
  • Aged 16 to 24 and qualified below Level 4

You’ll get:

  • A work experience placement
  • Help with English and maths (if you need it)

You won’t be paid, but you may be given expenses for things like travel and meals.

Future prospects

  • Opportunities to apply for further apprenticeship opportunities or possible direct employment with placement

Positions available: 1 position for each location (therefore 10 positions overall)

Desired skills

  • Demonstrable success in a fast-paced, customer facing environment
  • Experience required may vary based on size and complexity of operation
  • Outstanding and versatile customer service skills with the ability to anticipate guests needs
  • Comfortable using a range of technology, including Office
  • Must speak fluent English.

Personal qualities

  • An outstanding communicator
  • Detail oriented and attentive
  • Flexible with a positive attitude towards change
  • People centred with a passion for team work
  • Innovative and forward thinking
  • Focussed on results and able to work under pressure and to challenging deadlines
  • Highly self-motivated and confident
  • Hard working but fun!

Guest Service Assistant Traineeship

Birmingham, UK
Bromsgrove, UK
Royal Leamington Spa, UK
Birmingham, UK
Newcastle-under-Lyme, UK
Liverpool, UK
Chester, UK
Newton-le-Willows, UK
Warrington, UK
Runcorn, UK

Published on 14 Jun 2021

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