Job Description: Guest Experience Assistant
Company: Òstair Consultancy
Reports to: Guest Experience Supervisor
Works closely with: Guest Experience Team, Guest Experience Manager
Role Overview
The Guest Experience Assistant is the first point of connection for our guests and plays a vital role in shaping their overall experience.
This is a people-first, guest-facing role where personality, energy, and attention to detail are key. You will create a warm welcome, respond to guest needs, and ensure every interaction reflects Òstair Consultancy’s commitment to exceptional service.
Key Responsibilities
Guest Experience Delivery
- Deliver a warm, engaging, and personalised welcome to all guests
- Actively engage with guests, responding to questions and resolving issues confidently
- Support the delivery of a seamless end-to-end guest journey
- Create positive, memorable moments through proactive service
- Ensure every guest interaction reflects a “guest leaves happy” mindset
Service Standards & Environment
- Maintain a clean, organised, and welcoming guest service area
- Ensure all products, information, and materials are available and well-presented
- Follow all service standards and procedures consistently
- Take pride in presentation—both personal and operational
Communication & Administration
- Handle guest communication across face-to-face, email, and online platforms
- Complete administrative tasks accurately and efficiently
- Ensure guest information is recorded inline with GDPR and communicated clearly to the team
Team Contribution
- Work collaboratively with colleagues to deliver a joined-up guest experience
- Support team members during busy periods
- Contribute to a positive, supportive, and guest-focused culture
Commercial Awareness
- Promote additional services and products confidently and appropriately
- Support the team in achieving sales and guest engagement targets
- Understand how your role contributes to the wider business
About You
You will bring a natural passion for people and hospitality, along with a willingness to learn and develop.
You will demonstrate:
- A genuine enjoyment of working with people
- A positive, proactive attitude
- Confidence in communication and problem-solving
- The ability to work in a fast-paced environment
- A strong sense of ownership and responsibility
- A desire to grow within the business
Experience & Background
- Experience in a customer-facing role preferred
- Basic IT skills (email, Word, Excel, Google Docs)
- Strong communication skills in English (additional languages beneficial)
- Flexibility to work across a 24/7 rota
Success Measures (Day 1 - 03 Months)
- Positive guest feedback and recognition
- Consistent delivery of service standards
- Confidence in handling guest interactions independently
- Strong contribution to team performance
- Demonstrated readiness to take on shift responsibilities
Our Commitment
At Òstair Consultancy, we believe great guest experiences start with great people. We are committed to supporting your development during your time with us and where possible giving you the opportunity to grow within a high-performing, people-focused team.
Pay: £12.71-£13.10 per hour
Benefits:
Work Location: In person
