Job Overview
We are seeking an experienced and customer-focused General Assistant to join our hotel operations team. This is a varied role requiring flexibility to work across Reception, Food & Beverage Operations, and Night Duty functions.
The successful candidate will be responsible for delivering exceptional guest service throughout the hotel, ensuring guests receive a warm welcome, efficient service, and a memorable experience at every stage of their stay.
You will support the day-to-day operation of the hotel by assisting with guest arrivals and departures, reservations, breakfast service, bar service, guest enquiries, and overnight hotel security.
Key Responsibilities
Reception Duties
- Welcome guests in a professional, friendly and courteous manner.
- Carry out guest check-in and check-out procedures efficiently.
- Handle reservations, amendments and cancellations.
- Process telephone, email and face-to-face enquiries.
- Assist with room sales, upselling and guest satisfaction initiatives.
- Maintain accurate guest records using the hotel's property management system.
- Manage guest accounts, payments and outstanding balances.
- Handle guest complaints and resolve issues promptly and professionally.
- Communicate effectively with all hotel departments.
Food & Beverage Duties
- Provide excellent service during breakfast, lunch, bar and evening service.
- Set up and clear restaurant, breakfast and bar areas.
- Serve food and beverages according to company standards.
- Prepare and replenish breakfast buffets and service stations.
- Maintain cleanliness and presentation of all Food & Beverage areas.
- Process food and drink orders accurately.
- Handle cash and card payments.
- Ensure compliance with food hygiene and health & safety regulations.
- Assist with conferences, functions, meetings and private dining events.
Night Operations Duties
- Manage guest arrivals and departures during overnight hours.
- Ensure the smooth operation of the hotel throughout the night.
- Conduct regular security and safety checks throughout the building.
- Act as Fire Officer during shifts when required.
- Secure hotel entrances and monitor guest access.
- Prepare reports and complete end-of-day procedures.
- Serve residents at the hotel bar in accordance with licensing regulations.
- Set meeting rooms and function spaces to agreed standards.
Customer Service Responsibilities
- Deliver exceptional guest experiences at all times.
- Anticipate guest needs and exceed expectations whenever possible.
- Maintain a professional appearance and positive attitude.
- Build strong relationships with guests and colleagues.
- Record and communicate guest feedback appropriately.
- Promote hotel facilities and services.
Health & Safety Responsibilities
- Comply with all company Health & Safety policies.
- Follow food safety and hygiene procedures.
- Report maintenance issues, accidents, incidents or hazards immediately.
- Support fire, emergency and evacuation procedures.
- Ensure security procedures are followed at all times.
Essential Requirements
- Minimum 3-5 years' experience in a guest-facing hospitality role.
- Previous experience in hotel reception, food & beverage, or hotel operations.
- Excellent customer service and communication skills.
- Ability to work independently and as part of a team.
- Strong organisational and administrative skills.
- Good cash handling and numerical ability.
- Professional appearance and positive attitude.
- Flexible approach to working hours, including weekends and night shifts.
- Fluent spoken and written English.
- Right to work in the United Kingdom.
Desirable Requirements
- Previous hotel reception experience.
- Guestline Rezlynx experience.
- Food Hygiene Certificate.
- Personal Licence experience (advantageous).
- First Aid or Fire Marshal training.
- Experience working with hotel booking systems.
Personal Qualities
The successful candidate will demonstrate:
- Outstanding customer service skills.
- Professionalism and reliability.
- Strong attention to detail.
- Positive and enthusiastic attitude.
- Ability to remain calm under pressure.
- Flexibility and adaptability.
- Excellent teamwork skills.
- Initiative and problem-solving ability.
- Strong work ethic and commitment to guest satisfaction.
Benefits
- Competitive pay of £13.00 per hour
- Flexible working hours
- Training and development opportunities
- Pension scheme
- Employee discounts
- Holiday entitlement in accordance with company policy
- Opportunities for career progression within hotel operations
How to Apply
Please send your CV and application to:
Tony Leslie
General Manager
Best Western Plus Westminster Hotel, Nottingham
Email: [email protected]
Applicants must be available to work a combination of morning, afternoon and night shifts as required by the business.
Experience Required: Minimum 3-5 years in a guest-facing hospitality environment.
Pay: From £13.00 per hour
Expected hours: 24.0 – 40.0 per week
Benefits:
- Company pension
- Free parking
- Sick pay
Work Location: In person
