Front of House Team Member

3 weeks ago

City of London, Central London, United Kingdom Native Ltd Full time

We have an excellent opportunity for a Front of House Team Member to join our brigade here at Native Places- Kings Wardrobe.

About Native Places

We are a group of apartment hotels, 4 of them located in London in key locations such as Bankside, St Paul area and Hyde Park and the rest in Manchester and Scotland.

The Deli Counter is the new addition at Native King's Wardrobe. Our guests' first sense of arrival, is a reception, hotel lobby, café and counter deli during the day, serving small plates and drinks in the evening.

Summary of Position:

Every day is different. You will play a crucial part in the delivery of the guest experience. The role will be the first point of contact for many guests and will work to personify the brand, act as an expert on the neighbourhood and deliver a consistent, welcoming experience for all guests. Youll be fundamental in creating a superb first and lasting impression of our property and central in creating the Native identity. Youll bring positive energy to each conversation, resolve issues quickly and effectively and make everyone feel welcome and appreciated.

Principle Duties and Responsibilities:

Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, clients and guests.

Ensure the highest service and Guest Satisfaction level.

Meeting all guests needs across both F&B and Rooms department.

Be aware of the H&S requirements for both the Rooms and F&B department

Excellent building and product/ menu knowledge to ensure all upsell opportunities are utilised..

Handling of complaints/problems/issues arising fromguests ensuring that all complaints are dealt with quickly and efficiently. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis.

Respondquickly and courteously to guest concerns and questions, and takes prompt action to solve problems and/or document and convey other requests to the appropriate individual.

Followestablished policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual.

To have a full working knowledge of RMS (Rooms system) and Restaurant POS system and procedures are adhered to.

To adhere to operational standards and to keep yourself up to date with any amendments of changes.

Support any sales site visits as applicable.

Responsibility for all site keys including signing in and out procedure.

Build positive and productive working relationship with colleagues across the business.

Keep a fluent and co-operative communication and working relationship with all departments.

To ensure that you are attired and presented correctly.

To have full knowledge and be able to act upon fire procedures of the building.

To take part in training, including Manual Handling, Company Regulations, Customer Service, Security and any other requirements by the Company.

Be familiar with company policies and procedures and deploy as required.

Actively promote teamwork and two-way communication.

Experience:

Demonstrable experience of working in a customer-facing role

Experience of working within the hotel / hospitality / travel sector

Strong, proven track record of delivering exceptional guest service

Excellent written and spoken English

Computer literate - solid experience of working with Microsoft office packages and in-house reservation/operating systems

Skills and Abilities:

Excellent relationship building skills, both with entirely new and long term guests.

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

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

  • 6 complimentary stays in any Native properties, including London, Edinburgh, Glasgow and Manchester.
  • Friends & Family discount on Native stays.
  • 6 days Company Sick Pay / year
  • Cycle to work scheme.
  • Number of Holidays increasing with years of service (1 day per year).
  • Meals on duty
  • Employee of the month perks
  • Recommend a Friend scheme

If you're as passionate as we are about providing exceptional 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, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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