Job Description

Guest Services Associate (Part-Time)

Check-in into a world of opportunities!

WELCOME TO A WORLD OF OPPORTUNITIES

AT THE UK'S #1 GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS!

The Hilton Birmingham Metropole is now recruiting a part time Guest Service Associate to join the busy and vibrant Front Office Team. The hotel is in Birmingham's NEC area, close to Birmingham International train station. With 790 bedrooms, 3 Food and Beverage outlets and over 30 meeting spaces, this hotel is a hive of activity. If you are Customer Service Focused with experience working on a busy reception desk, we want to hear from you! Please note you must be flexible with shift patterns including evening and weekend shifts.

Hourly Rate

of12.27 per hour, 16 hour per week contract

A WORLD OF REWARDS

Smart uniform provided

andlaundered

Free,

healthy

and high quality

meals

when on duty

Grow your Career !

your next position could be as a Reception Team Leader or Supervisor

Personal Development

programmes designed to support you at every step of your career

A chance to make a difference

through our Corporate Responsibility programmes - Find out what and how we are doing ()

Team Member Travel Program:

discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)

Team Member Referral Program

Discounted dental and health cover

High street discounts:

with Perks at Work

Free car park

Subsidised Taxi

between 12am and 7am

Holiday:

28 daysincluding bank holidays (increasing yearly to up to 33 days)

Guest Experience Day:

1 night stay with breakfast and dinner

Modern and inclusive

Team Member's areas
Position Purpose


To be a passionate host and highly collaborative member of the guest operations team who delivers brand-specific customer experiences, in the hotel's Front Office department.


Duties & Key Responsibilities


Come to work every day with a big smile on your face Be a reliable and motivated member of the guest operations team,

Communicate clearly and constructively with other team members to help deliver great guest experiences at our hotel. Be a role model for others by demonstrating brand-unique, passionate, friendly brand-specific guest service at all times.

Always deliver 'fair share' in team tasks and support colleagues whose workload may temporarily be heavy, this includes helping out in housekeeping, FO, concierge, Switchboard & Executive lounge service. Show interest in learning new skills and acquire new knowledge every day. Provide constructive suggestions/feedback to your Line Manager on products, processes and procedures to contribute to our continuous improvement efforts.

Be aware of planned team meetings and learning sessions and attend as required.

Participate positively in pre and post shift briefs and hotel team huddles and apply learning the next day.

Volunteer to participate in company campaigns like Travel with Purpose or TM committees.

Execute duties as assigned by the Hotel Leadership team.

Front Office Specifics


Organise the 'work area' to be able to deliver brand-specific customer service from welcome to good-bye Deliver exceptional customer service in all shifts and all areas (early, late, night) and enrol Hilton Honors members

Demonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly

Close guest transactions on FO effectively, solicit feedback, and deliver a memorable arrival and goodbye (Check in and checkout)

Stay up-to-date in terms of received Guest Feedback (SEP, Social Media)

Regularly attend mandatory service training to be ready to work shifts in all areas of service

Duties in other areas can include the order-taking, answering the phones, delivery of any room service items, checking bedrooms, servicing in the exec lounge, delivering room amenities, key collections and luggage runs
Constantly maintain your work area clean and tidy

Take time to be a great host, engage in small conversations, actively ask guests you are serving for their feedback. Immediately take actions to make it right where required Constantly look for areas of improvement Understand the specifications of the each area to ensure we capture all revenue such as car parking Actively upsell our products and provide advice to guests

EVERY JOB MAKES THE STAY.

At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests - and behind every job, there's an extraordinary person working to make each Stay magical. That's why at Hilton, Every Job Makes the Stay.

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