Job Description

Job Title:

Night porter

At 7 Hospitality Management, every member of our team must play their part in delivering exceptional service to our guests, our owners and our colleagues.

As a

Night Porter

working for the

7H managed hotels

, you will demonstrate a positive can do attitude to drive exceptional standards and guest experience to deliver the hotel's overall objective.

7H have 4 core important values which are central to the success of the hotel;

Ownership|

We think and perform like owners

Driven|

We have a constant desire for improvement

Transparency|

We ensure clarity in communication so that there are no surprises

Investment in our People|

We continuously invest in our people to ensure that they are the best that they can be

core Duties and Responsibilities

To provide a reception & porterage service to guests arriving at night, offering a personal service as per the standard operating procedures Maximise the service opportunities for guests to ensure repeat visits To cover the Reception desk and carry out all duties To arrange transport for guests when required To order newspapers for the hotel To strictly follow all procedures for left luggage To be able to confidently sell the hotel facilities to the guests during their stay To have a great knowledge of local area and attractions Ensure all guest accounts are charged accurately with supporting documentation To be fully aware of the hotel cash handling and credit procedures and to report any discrepancies to the Manager immediately To be the first point of contact for guests during their stay and assist them with any enquiries to ensure guest satisfaction Attend daily briefings with the Night Manager to ensure a comprehensive and clear understanding of the key priorities each night Check in/out tasks To ensure all tasks are being carried out and checklists are completed To handle and resolve all guest complaints To take reservations To support the Operations Manager in any other tasks given to you to support the overall hotel operations

People

To maintain good working relationships with colleagues in all departments of the hotel

To be fully aware of daily activities in the hotel

Liaise with management on any issues which may be classed as high risk

Act as a role model in terms of values, professional ethics and conduct

Ensure department is well presented at all times

To take personal responsibility in a guest situation to ensure that it gets resolved efficiently and follow-up to ensure that the guest leaves feeling satisfied
To constantly improve and develop product knowledge to maximise quality of service

To be able to be cross-train in other departments to develop individual potential

Take a responsible approach towards timekeeping and attendance at work to ensure the department runs effectively at all times

To comply with the company grooming and uniform standards

Attend training when required and be up to date with all legislative training

Be responsible for your own personal development at work and strive to be the best in what you do, taking care and pride in your work and encourage other team members to do the same

Quality

To ensure that guests receive an exceptional level of service and will want to return

Ensure routine maintenance is carried out in your areas of responsibility, reporting any damage, wear and tear

Understand department risk assessments

To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.

To ensure all appropriate standard operating procedures are adhered to within department

To be fully conversant with the Hotel policy on:

Fire & Evacuation

Security procedures

Health & safety policy

Profit

To Participate in guest activities that promote the hotel product and its service

Co-ordinate and control with initiative all issues relating to costs, expenses, wastage, breakages, security and stock control

To create and take advantage of sales opportunities in order to maximise hotel revenue

To be fully aware of the hotel facilities and promote them whenever possible

To answer telephones promptly and correctly to maximise business and minimise guest frustration

To be consistently aware of the hotel's availability and sell rooms at the best possible rate

To remain focused on sales and standards

To maintain a high level of awareness of local competitors and trends

Actively participate in hotels responsible business initiatives

General

Comply with the company codes of conduct at all times

Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals

Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries

Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training

Familiarise yourself with emergency and evacuation procedures Understand your responsibilities with regards to security patrols and data protection legislation Proactively pursue all practices in line with Company environmental and energy saving initiatives Have a flexible approach to the hours you are required to work to meet the needs of the business. Ensure own 100% Flow completion Produce reports as required Understand your responsibilities with regards to guest and staff security

Success Criteria

Arrive for work at the correct time, in the appropriate uniform, making sure that it is in immaculate condition

Display a positive attitude at all times

Contribute to the department ability to achieve or exceed the budgeted revenue and control expenditure

Meet targets on brand specific guest feedback surveys, guest recognition and loyalty enrollment

Minimal guest complaints to be received

Positively impact the volume of repeat business

Meet department targets

JOB SPEC

Previous experience within same role in hotels

Ability to provide and demonstrate exceptional guest service

Positive can-do attitude

Great charisma & people skills

A good ability to manage business/workflow priorities

Excellent communication skills both oral and written

Recognised qualifications/awards within the hospitality industry

Additional training throughout other key hotel departments

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

Employee discount Free parking On-site parking
Work Location: In person