Job Description

Nights Porter

Reports to: Guest Services Manager

Work Base: The Hayes

Hours of Work: 37.5hrs per week

JOB PURPOSE:

To deliver friendly, professional and effective customer service that creates a positive, welcoming and secure atmosphere for all guests. Ensure smooth running of the centre at night, being a visible presence for Guests overnight, and preparation of the centre for the following day.

KEY RESPONSIBILITIES:

Fulfil all reasonable requests from guests to ensure their comfort, satisfaction, welfare, safety and security including administering first aid if required. Diligently hand over from one shift to another, communicating everything required from a customer service point of view, and to ensure successful on-going operations. Set up meeting rooms and other public areas ready for the start of day. Make sure conference equipment (AV, lighting etc.) is in full working order and ready to be used, or secured if not required. Ensure signage is updated as required. Take overnight responsibility for reception, on occasion ensure check in for late arrivals, arrange transport and provide a point of contact for all guests. Answer incoming telephone calls and deal directly with any queries in a professional and courteous manner, taking messages efficiently and accurately. Undertake nightly cleaning duties e.g. reception, bar, lounge, toilets and other public areas, and occasional deep cleaning tasks as required. Conduct regular overnight tours of the building to ensure means of escape are maintained and fire and security measures in place and effective. Take action in the event of a fire alarm in accordance with fire procedures, including proper evacuation where required according to written fire procedures. Liaise with emergency services. Ensure energy is conserved where practicable, lights are switched off when rooms are not in use, windows and doors are closed to exclude draughts, and heating controls, thermostats and radiators are set to optimal levels for comfort and energy efficiency. In colder months, ensure early morning heating is provided in meeting rooms ready for their occupancy. Resolve any minor maintenance related faults discovered, alternatively record action required by the maintenance team or alert "on call" maintenance support if urgent.
This job description indicates only the main duties and responsibilities of the post. It is not intended as an exhaustive list.

PERSON SPECIFICATION

Qualifications, education, and training:

No formal qualifications are required but a good standard of numeracy and literacy First Aid certificate desirable or a willingness to train
Experience and knowledge:

Essential

Desirable

Previous experience working in reception, hospitality or other customer facing role Experience of night work Experience of working to a schedule or regular task list Experience of bar or other retail work. Understanding of setting up audio-visual equipment Basic computer knowledge
Skills, personal attributes and behaviours:

Highly personable manner Clear communicator, both verbally and written, with good command of the English language Personable and approachable, cheerful, polite and courteous, with the ability to respond positively to guest needs and resolve problems quickly Comfortable and confident when working alone Self motivated and conscientious in the completion of tasks Methodical, organised and enjoys routine tasks Punctual and reliable Able to take on responsibility personally and assume control effectively when necessary Motivated by delivering great customer care Flexible and willing to undertake extra duties as and when required Good standard of verbal and written English, must be able to write and interpret, for example: reports, proposals, quotes, plans of work and e-mails Diplomacy skills (especially when dealing with religious sensitivities or senior persons) Self-starter who can use initiative but also take direction well Initiative, drive and enthusiasm
Other:

Understanding and supportive of the aims and goals of the Trust Able to work alone between 10pm and 6am, 5 nights per week over 7 days. Able to work on different nights according to customer demand including weekends with non consecutive days off Fully supportive of the aims and Christian ethos of the Trust High standard of personal grooming, dress and appearance Able to work flexible work patterns, including bank and public holidays, as required according to a rota.
Whilst holding a Christian faith is not a pre-requisite, an understanding of and support for the Christian ethos and aims of the organisation and a willingness to work in that environment is an essential requirement for the role.

Job Types: Part-time, Permanent

Pay: 12.95 per hour

Benefits:

Canteen Company events Company pension Discounted or free food Employee discount Health & wellbeing programme On-site parking
Experience:

night porter: 1 year (required)
Work Location: In person