Job Description

Are you passionate about providing excellent guest experience and looking for a career within the hotel industry? Chester Race Company can offer a driven Guest Services Assistant a permanent full-time contract based in the heart of historic Chester. With excellent benefits, and an attractive 4 on 4 off working pattern, you can immerse yourself in the thrilling world of hospitality, without sacrificing your work-life balance.

If you are successful, you will be responsible for assisting the Hotel Management team in ensuring the smooth running of the hotel as well as providing a fantastic experience for guests in line with IHG and Chester Race Company brand standards.

About Chester Race Company & IHG
Chester Race Company Ltd is one of the North West’s best-known and most-admired brands. The Company, headquartered in Chester, owns two racecourses (Chester and Bangor-on-Dee) and operates a third course in Scotland, Musselburgh. At Chester, it also owns and operates an on-course hotel, and a vibrant pub and adjacent commercial premises in Chester city centre. The Holiday Inn Express – The Racecourse boasts a team of experts who are passionate about delivering exceptional guest experience, and you could be a part of it!

The successful Guest Service Assistant will be responsible for:

• Delivering an excellent hotel guest experience
• Conducting guest check-in/ out process
• Encouraging guests to join the IHG rewards programme by selling the benefits of the scheme
• Taking telephone or email reservations and bookings
• Responding to guest queries and emails promptly and fully
• Dealing with the first stage of customer complaints, and resolving or escalating as required
• Ensuring that all public and back-of-house areas (including toilets) are kept clean and clutter-free to IHG brand standards throughout the shift
• Preparing for the following day arrivals and fulfilling requests, where possible
• Maintaining till balances throughout shift, and identifying any discrepancies

The successful Guest Services Assistant will need to have:

• Previous experience in a customer-facing role
• Experience within the hotel industry is an advantage
• Previous experience of delivering excellent guest experience
• IT literate
• Commitment to excellent guest experience
• Able to work as part of a team
• Excellent communication skills
• Maths and English GCSE, or equivalent

Salary: £28,032 per annum

Hours of work: 4 on 4 off shift rota, working 8pm to 8am.

Contract: Permanent

If you have previous experience working as a guest services assistant, hotel receptionist, booking coordinator, reservations coordinator, host, guest experience host, hospitality, or any other customer facing role, please apply today with your CV attached.