Night Guest Services Assistant - Holiday Inn Express Limehouse Position Overview: The Night Guest Services Assistant provides excellent customer service to hotel guests during night shifts. This role is responsible for managing front desk operations, ensuring guest satisfaction, and handling any overnight emergencies or requests. The Night Guest Services Assistant plays a crucial role in maintaining the security and smooth operation of the hotel during night time hours. Key Responsibilities: Guest Check-in/Check-out: Welcome guests upon arrival and process check-ins and check-outs. Ensure all necessary guest details are captured and entered into the system. Provide guests with room keys and any relevant hotel information (e.g., amenities, services, local attractions). Guest Services: Address any inquiries or special requests from guests, including arranging wake-up calls, booking transportation, or recommending local services. Provide assistance with room issues or special accommodations (e.g., extra bedding, amenities). Resolve guest complaints or concerns promptly and professionally to ensure guest satisfaction. Security and Safety: Monitor the hotel premises to ensure the safety and security of guests, staff, and hotel property. Ensure the security of the front desk area, lobby, and entrances. Respond to emergency situations, including medical issues, security threats, or fires. Administrative Tasks: Maintain accurate records of guest arrivals, departures, and any incidents that may occur during the night. Handle cashiering duties, such as processing payments, issuing invoices, and managing night audits. Ensure proper filing and documentation of any guest requests or complaints. Communication: Communicate with other hotel departments (housekeeping, maintenance, management) regarding guest needs, room status, and any operational issues. Maintain shift handover notes for the next shift to ensure continuity of service. Night Audit: night audit procedures, including reviewing and reconciling transactions, and completing daily reports. Ensure that all financial transactions and guest charges are accurate and updated in the system. Team Collaboration: Work as part of a team with other night staff, including housekeeping, maintenance, and F&B. Participate in regular training and team meetings to stay updated on hotel policies, procedures, and guest service standards. Qualifications and Skills: Previous experience in a hotel or customer service role is preferred. Strong communication skills, both written and verbal. Ability to remain calm under pressure and deal with emergency situations effectively. Attention to detail and organizational skills. Basic knowledge of hotel management software. Flexibility to work overnight shifts, including weekends and holidays. Friendly, approachable, and professional demeanor. Working Hours: Typically, overnight shifts (11 PM - 7 AM or similar) depending on the hotel's operations. Physical Requirements: Ability to stand or sit for extended periods. Occasional lifting and carrying of items such as guest luggage or supplies. Ability to work in a fast-paced and sometimes high-pressure environment.