Guest Services Assistant

Reception - Holiday Inn Express Leeds East

Contract: Full Time
Salary: 12.21

Our hotel is a charming and peaceful retreat nestled just outside the picturesque village of Oulton, conveniently located 4 miles from the vibrant Leeds City Centre. Our dedicated team is committed to fostering an inclusive environment characterised by enjoyment, trust, hard work, and unity, allowing us to deliver exceptional guest service to everyone who walks through our doors.

For our guests' convenience, the nearest bus stop, Rothwell Leisure Centre, is conveniently situated directly opposite the hotel, a mere 2 minutes' walk away. Guests can catch buses 189 to Wakefield, 410 to Pontefract, and 168 to Castleford, all making stops in Leeds.

Job Description

Guest Service Assistant – Reception
Holiday Inn Express Leeds East

Are you passionate about delivering great service and creating smiles? At Holiday Inn Express Leeds East, we’re looking for a friendly and enthusiastic Guest Service Assistant to join our reception team and help us deliver exceptional experiences to every guest, every time.

Your Day-to-Day Responsibilities
As a Guest Service Assistant, you’ll be at the heart of our hotel operations, ensuring that every guest receives a warm welcome and a seamless stay. Your key duties will include:

Guest Arrival & Departure

• Provide a friendly and efficient check-in and check-out experience
• Ensure all guest information is accurately recorded
• Handle guest enquiries and resolve any issues with professionalism and a smile
• Accurately process and post all guest payments, ensuring correct billing
• Maintain up-to-date knowledge of room rates, promotions, and services
• “Can Do” Attitude – Multi-tasking Across Departments
• Support Food & Beverage Operations, including preparing and cooking breakfast items
• Restock food and beverage supplies and ensure cleanliness of dining areas
• Proactively assist other team members to ensure smooth day-to-day hotel operation
• Keep the reception area, lounge, and other public spaces clean, tidy, and inviting
• Report maintenance issues promptly to ensure guest comfort and safety
• Work collaboratively with other departments to deliver a seamless guest experience
• Communicate effectively with guests and team members, ensuring clear understanding and follow-through

What We’re Looking For:

• A passion for hospitality and guest service
• A positive, “Can Do” attitude with flexibility to support all areas of the hotel
• Strong attention to detail and ability to multitask
• Good communication skills and a friendly, approachable manner
• Previous experience in a hotel or customer-facing role is beneficial, but not essential – full training will be provided

What We Offer

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen to develop you’ll have the opportunity to explore the business with various career options. In addition, we offer:

Free Parking
Apprenticeship programmes available
Learning and Development Opportunities available through our Leadership Development Programmes
Heavily discounted hotel stays and food & beverage discounts at IHG Hotels and Resorts Worldwide
Uniform provided
24/7 Employee Assistance Programme for you and your family. Giving you access to counselling services, physical wellbeing & financial aid.
Life Assurance
28 holiday days (pro rata for part time)
Automatic Enrolment into a workplace pension scheme

About Us

We are the UK’s fastest growing privately owned hotel group who have made a name for ourselves through our design, construction, and operation of a full range of hotel styles in various locations across the UK. Our portfolio of 24 hotels (and growing) ranges from economy through to luxury. We have partnered with major brands such as Accor, Choice, IHG and Hilton to sit alongside our independent properties, creating a diverse and varied portfolio.

Most importantly we are a family. As a family-run business, we see everyone throughout the business as an extension of the family – we see it as a positive to how we work, grow, and treat each other and everyone we interact with.

We are passionate about hospitality and delivering extraordinary experiences to each of our guests to create memorable moments, be it in an economy hotel or at one of our five-star hotels, we pride ourselves on our genuine service for each of our guests and creating those moments of joy that positively impact lives.

We are a people-centric business, and we have wellbeing practices in place to ensure you’re well looked after, we also inject some fun to what you do – after all, if you’re happy, healthy and love what you do then delivering genuine care is simple.

Role in our Family

We look for passion, personality, and a genuine desire to work with people.

A role in hospitality can unlock skills you didn’t know you possessed, so if you’re new to it then don’t be put off – we are a friendly bunch who welcome those who represent our core values.

The scope of opportunities within SHG is fantastic, we are keen to retain talent within the business and we offer a variety of opportunities from apprenticeships to our in-house leadership programme, to help you develop and grow your skills.

We love to meet like-minded individuals to help us grow our ever-developing business.

What Happens Next

Does this Role suit your skillset? Apply now, this takes a second, you’ll need to provide some contact details along with a CV. Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, and your experience and let us tell you more about the Splendid Hospitality Group. The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.