Job Description

Night Porter
Job Title: Night Porter
Department: Porters
Reporting To: Night Supervisor
Primary Job Purpose:
An opportunity has arisen for a Night Porter to join our team. The successful Night Porter will be customer-focused and reliable and able to work as part of a small team. They must be flexible to ensure shifts are covered and the needs of the guests and clients are met in order to provide safety and the best guest experience.
About the role
Roles and Responsibilities:
To greet all guests on arrival and porterage service to all guests arriving at night.
To provide cover for the reception desk and ensure all duties are carried out efficiently and timely.
In the absence of a Resort Manager /Deputy or Night Supervisor, must be responsible for night time emergency and evacuation procedures.
In the absence of a Resort Manager /Deputy or Night Supervisor, must demonstrate a comprehensive understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
In the absence of a Resort Manager /Deputy or Night Supervisor, must strictly follow all procedures for left luggage.
Ensure guests needs are met throughout the night.
Handle, follow up and communicate any comments or complaints, ensuring key information is passed over in the handover.
Ensure public areas of the hotel are clean and tidy.
Assist with preparations and setting up for the following day's events.
To confidently upsell all hotel services and facilities on offer during their stay.
To keep up to date with changes to any services the hotel provides such as Menu and future events.
Maintain knowledge of the local area in order to support guests during their stay and can direct them when required or arrange local transport.
To ensure that all guests payments/accounts are charged accurately and they are provided with the correct documents/receipts.
To adhere to the hotel cash/credit card handling procedures and report any discrepancies to the supervisor or Head of Department.
Maintain high standard of personal appearance and hygiene including wearing and maintaining a clean uniform at all times.
Follow all company policies and procedures outlined in the Employee Handbook including any department specific procedures such as left luggage policy.
Be aware of and follow all Health and Safety procedures.
This job description is not exhaustive and the job holder may be required to carry out other reasonable tasks as specified by their manager.
Key Skills:
Confident and approachable
Good team work and can work well alone
Calm under pressure with the ability to prioritise
Excellent selling and customer service skills
Can use own initiative and problem solve
Resilience and calm attitude when dealing with face-to-face complaints
All staff Key Performance Measures
Our values underpin everything we do here at LQ Resorts and staff should ensure that these are at the fore front of what they do, day to day.
To focus on the guest experience at all times and continually strive to delight time after time
To see each guest as part of a long-term relationship not a onetime event
To create a team that is enthusiastic, consistent and committed in the workplace that encourages an open honest and supportive culture, by working together to create excellence.
To create an organisation with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with
To encourage our team to contribute to excellent working conditions for all
To gain a reputation for delivering financial performance and being consumed and enthralled about business.
Benefits
LQ Resorts will offer you a fantastic working environment with plenty of opportunity to make a difference each day. In addition, you will receive:
Discounts across the resort, including family and friends
Free onsite parking
Progression and career development opportunities.
Pension Scheme
Free staff meals
Free gym membership
Access to wellness programmes
Share of Resort's service charges on monthly basis
Extra days holiday after 2 years
Skills required
Ability to work to deadlines
High standards of presentation, organisation and cleanliness
Great attention to detail
Excellent standards of Customer Service
Excellent time management and organisation skills
Excellent communication, both written and verbal
Reliable and calm under pressure.
Able to work as a team or alone
Able to problem solving
Ability to provide clear instruction
Flexible approach to work
Thrives on routine daily tasks
Attitude
Polite and friendly
Helpful to guests requiring assistance
Respectful
About the company
LQ is a family run, collection of quality destination led Hotel Resorts.
Required Criteria

• English GCSE grade 4/C or above
• Maths GCSE grade 4/C or above
• Experience of working nights
• Experience of dealing with the public
• Cash handling

• Willingness to undertake further training.
• Knowledge of hospitality
• Upselling customers to other products and services
• Knowledge of Res-Diary; Ez-runner; Rezlinx