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