Guest Experience Assistant

Following a multi-million-pound refurbishment, we are delighted to introduce The Welbeck Hotel, located in the heart of Marylebone. Previously Holiday Inn London Oxford Circus, The Welbeck Hotel offers an upscale boutique feel to all 164 bedrooms that matches the classic 19th century architecture. The Guest Service Associate role at The Welbeck is not just about hitting targets, it’s about creativity and initiative, nurturing memorable relationships and smooth customer journey.

About the Role

We are looking for a proactive and guest-focused Guest Service Assistant to help deliver exceptional service throughout all stages of the guest journey. Working closely with the Guest Experience Manager, you will assist in creating a welcoming and seamless experience for every guest, ensuring all interactions reflect the highest service standards of the hotel.

Key Responsibilities

• Welcome guests warmly and professionally, ensuring a smooth check-in and check-out process
• Assist with guest enquiries and provide accurate, helpful information about the hotel and local area
• Respond to guest feedback and minor complaints, escalating any unresolved issues to the Guest Experience Manager
• Support the coordination of guest requests and special arrangements (e.g., transportation, room preferences, event bookings)
• Liaise with departments such as Housekeeping and Maintenance to ensure guest expectations are met promptly
• Monitor guest satisfaction levels and actively look for opportunities to improve service delivery
• Help maintain the presentation and atmosphere of the front-of-house and guest areas
• Contribute to the implementation of guest experience initiatives led by the Guest Experience Manager

Working Hours

• Shifts are based on a 5 out of 7-day rota, including weekends, early mornings, and late evenings

What We’re Looking For

• Passionate about providing outstanding customer service
• Friendly, approachable, and confident in guest interactions
• Excellent communication and interpersonal skills
• Team-oriented with a positive and flexible attitude
• Strong attention to detail and ability to multitask
• Experience in hospitality or a customer-facing role is desirable but not essential
• Comfortable working in a fast-paced, guest-centric environment

Job Types: Full-time, Permanent

Pay: £13.00 per hour

Benefits:

• Bereavement leave
• Canteen
• Company events
• Referral programme
• Sick pay

Work authorisation:

• United Kingdom (required)

Work Location: In person