Job Title: Guest Service Assistant
Location: Holiday Inn Express & Staybridge Suites Cardiff Bay, CF10 4EE
Hours: Flexible- to meet the needs of the business.
Shifts:8 hour shifts. Fully Flexible.
Pay: £12.71 per hour
Eligibility: Applicants must be 18+
Availability: Must be available to work weekdays, weekends, bank holidays, Christmas, Easter, and as per business needs
Job Summary:
We are seeking a friendly, proactive, and professional Guest Service Assistant to join our team at the Holiday Inn Express and Staybridge Suites Cardiff Bay. This is a hands-on, fast-paced role ideal for someone who thrives in a busy hospitality environment and enjoys delivering exceptional customer service. You will be cross-trained to work across both hotel brands, supporting a wide range of front-of-house and operational duties.
Key Responsibilities:
- Greet guests with a warm, professional welcome and handle check-ins and check-outs efficiently using our computer system.
- Manage reservations and guest accounts accurately, ensuring a seamless guest experience from arrival to departure.
- Provide exceptional service to all guests, attending to queries, special requests, and resolving issues promptly and professionally.
- Recognise IHG Rewards and Accor loyalty members, promote benefits, and enrol new members when appropriate.
- Serve beverages and light snacks at the bar, in line with licensing requirements.
- Prepare and cook simple meals in the kitchen, adhering to food safety and hygiene standards.
- Manage incoming emails and respond promptly to guest enquiries and internal communications.
- Handle complaints and maintenance issues in guest rooms, ensuring prompt resolution and follow-up.
- Keep public areas and workspaces clean and organised throughout your shift.
- Work closely with team members and management to maintain high standards of service and presentation.
- Be flexible and prepared to assist in any department when required, as part of the wider hotel team.
Requirements:
Must be 18 years of age or over.
- Excellent verbal and written communication skills.
- Strong IT and administrative skills; comfortable using booking and hotel management systems.
- Experience in customer-facing roles, preferably in hospitality or retail.
- Ability to work on your feet for extended periods in a busy, fast-moving environment.
- Positive attitude, willingness to learn, and team-oriented mindset.
- Reliable, punctual, and flexible to meet the needs of a 7-day operational hotel.
This is a fantastic opportunity to join two well-known hotel brands in a dual-branded property, gaining experience across both service styles in a lively, people-focused environment
Job Types: Full-time, Part-time, Permanent
Pay: £12.71 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- On-site parking
Application question(s):
- This role requires you to be flexible with your time which includes working weekends, bank holidays etc. Is this suitable for you?
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
