Job Ref: HEA3023
Branch: Heeton Concept Aparthotel - Queen Street Edinburgh
Location: Heeton Concept Aparthotel Queen Street Edinburgh, Edinburgh
Salary/Benefits: Competitive hourly rate, retention bonus plus other benefits
Contract type: Permanent
Hours: Full Time
Hours per week: 40
Posted date: 20/02/2026
Closing date: 22/03/2026
When guests enter one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Assistant, you'll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience, but you'll also create a warm atmosphere that makes our guests feel at home in any location.
What will you be doing?
When guests enter one of our hotels, they walk into a genuinely memorable experience. As a Guest Services Assistant, you'll not only be the person they rely on to handle transactions, offer local insights, and anticipate every detail of a friction-free experience, but you'll also create a warm atmosphere that makes our guests feel at home in any location.
This is a multi-site role for Heeton Concept Aparthotel—Edinburgh—Queen Street and Stewart Aparthotel by Heeton Concept. Located less than a two-minute walk from each other, Heeton Concept Aparthotel Queen Street Edinburgh and Stewart Aparthotel by Heeton Concept offer our guests a home away from home.
Your day-to-day
* Be the warm welcome that kicks off a memorable guest experience
* Encourage guests to partake in our loyalty program
* Take and manage guest bookings, and up-selling opportunities and tell them about ways to improve their stay
* Handle cash and credit transactions
* Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
* Stay one step ahead of guests' needs – record and act on their preferences, and handle their messages, requests, questions and concerns
* Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
* Stay safe all the time. Following our safety procedures, you'll report all incidents and wear any protective gear needed
* Take pride in your appearance and place as a brand ambassador
* Always know what events and activities are on the day's schedule
* Jump into other ad-hoc duties when your colleagues need your help
A Guest Service Assistant always works on behalf of our Guests and other Team Members; to successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
* Positive attitude
* Good communication skills
* Committed to delivering high levels of customer service
* Excellent grooming standards
* Ability to work on their own or in teams
* Flexible and reliable
Why you should apply
* Exclusive access to the employee recognition reward scheme - Heeton Rewards
* Service-based annual leave (increasing up to a maximum of 5 extra days)
* Employee Friends/Family discounted rates at Heeton-operated hotels
* Referral scheme
* Life Assurance, Income Protection and Employee Assistance schemes
* Numerous voluntary benefits, including a buy holiday scheme, Childcare, Cycle to Work, Medicash Health Plan and many more
* Heeton is an expanding company which offers excellent career, training and development opportunities
* Fantastic career potential with one of the UK's fast-growing hotel operators
* Retention bonus on completion of 3 and 6 months of service
In line with the requirements of the Asylum Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates for the recruitment process.