Guest Services Assistant

Our People: Join Us

When youre an interesting person, finding an interesting career helps you grow. Native is here to support, lead, & challenge you in your next steps.

We bring magnetic people together who do what they love & do it with passion, helping to create a welcoming space for guests, & providing service with a soul.

Being part of a company culture that values radical inclusivity, & is keen on green & where we want your personality to shine.

Native ApartHotels, brought to you by Native Places, are vibrant home-away-from-home hubs designed for energetic travelers. We help our guests plug into cities and communities, offering a seamless blend of the comfort of a hotel with the freedom of an apartment, ensuring a dynamic stay, and an equally dynamic workplace!

Want to be part of the team?

Right now we are looking to find our next Guest Services Assistant to join our team in Native Manchester – Ducie Street Warehouse.

About Native Manchester

Ducie Street Warehouse, which houses our Native Manchester location, was one of four iconic warehouses from Manchesters industrial past and the only one still standing today.Our spectacular property featuring 162 luxury serviced apartments is located just 2 minutes away from Manchester Piccadilly and 5 minutes from tram stops.

Join our 24-hour on-site reception team as a Guest Services Assistant,playing a crucial part in the delivery of the guest experience. You will be responsible for ensuring the smooth running of the front office, ensuring revenue is maximised at all times and that service exceeds our guest expectations.

Your key responsibilities will be:

Financial

• To ensure sales are optimised by achieving budgeted occupancy & room rates.
• To ensure billing and control of revenues are maintained at all times.
• To explore all sales opportunities through up-selling techniques.
• To be aware of daily in-house business, and up to date arrival/departure figures for all relevant departments.
• Complete and communicate reports as set out by the departments standard operating procedures.
• To understand and adhere to cash handling and safe protocols and reception financial controls SOPs at all times.

People

• To take part in training and development for employees in Front office procedures.
• To develop a close working relationship with all departments, colleagues and managers to ensure guest expectations are met.
• To develop strong working relationships with all customers in order to maximise sales opportunities and generate business for the future.
• To look for ways within the department to continue to deliver and improve upon the service we offer.
• To take part in any programmes of basic training.
• To actively nurture a positive culture.
• To attend departmental meetings and contribute constructively.
• To be in constant contact with housekeeping, advising them of departures, arrivals, stay-ons and any other special requirements.
• Act as an ambassador for the business, whether face to face, in writing or by telephone to guests, visitors and contractors at all times.

Service and Product

• To ensure knowledge of product, client relationships and services is maintained and communicated to all relevant personnel.
• To ensure effective daily communication with groups and events, sales, housekeeping, bar and brasserie.
• To maintain levels of customer service that consistently exceeds the expectations of our guests.
• To manage the ambiance and standards of service within the department and to work to the standards of operational procedures at all times.
• To ensure the standards of maintenance and cleanliness within the front office area are maintained at all times.
• To assist in maintaining and motivating a positive culture throughout the department.
• To ensure all check-in and check out procedures are maintained and relevant documentation is relevant and correct.

General

• To undertake any reasonable requests made of you by the company including flexibility in hours, location and responsibilities.
• Be willing to help other departments of the hotel wherever possible and to understand the flexibility required when business levels peak and trough, to deliver the best possible service.
• To ensure that all statutory regulations are observed and that the department comply with these requirements.
• To comply with all policies and procedures of the company.

Experience:

• Demonstrated ability to solve problems in a variety of practical solutions and follow standardized procedures.
• Proficiency in customer service and interpersonal communication skills to effectively interact with residents, clients, team members, and other business contacts.
• Excellent written and spoken English.
• IT skills including MS Word, Excel & Outlook (training will be provided for our internal database system)

Skills and Abilities:

Youll probably be someone whos a pretty good fit for all of our common traits:

SERVICE WITH SOUL.

PEER TO PEER.

CARE ABOUT QUALITY.

CURIOUS AND ORIGINAL.

We engage with people who don’t fear to be different.

• Excellent relationship building skills, both with entirely new and long term residents.
• Efficient and organised individual with excellent communication skills and has a sensitive, professional and well-mannered nature.
• Works exceptionally well within a team dynamic and contributes to an established open culture.
• Ability to build positive and productive working relationships with colleagues across Native.
• Ability to follow company policies and procedures
• Excellent communications skills, demonstrating the ability to liaise effectively & efficiently with people from diverse cultures, backgrounds and work levels

Health & Safety, Security:

• Understand your role and responsibilities in terms of Health & Safety Policy
• To be fully aware of and adhere to the health and safety regulations concerning your employment and promote a safe environment for yourself, your colleagues and our guests
• To be aware of the departmental risk assessments and their importance in accident/incident prevention. To discuss with managers any reviews, especially after an accident has occurred
• To comply with statutory and legal requirements for fire, health and safety, hygiene, liquor licensing, disability and employment laws
• Willing to attend the appropriate training courses (internal or external)
• Support departmental training with all HODs/Duty Managers to ensure safety and compliance at all times
• Keep up to date with industry changes and update policies and practices as appropriate

Benefits:

As well as being able to call yourself a Native heres some of the other great benefits of working with us:

50% staff dining discount.

3 Staff parties per year.

100% transparent, no administration charges, staff managed tips and service scheme.

6 complimentary stays in any Native properties, including London, Edinburgh, Glasgow and Manchester.

Friends & Family discount on Native stays.

Two excellent staff meals per day with hot, vegetarian, and salad options at all meals

Discounted staff parking on site.

Free cinema tickets to our Mini-Cini showings.

Cycle to work scheme.

Partner Staff discount at Gooey.

Free gym classes at BLOK.

If you are as passionate as we are about people and amazing customer service we’d love to hear from you!

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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