Job Description Full-time Employment Type: Permanent Hours Per Week: 40 Salary: £15.15 hourly Sunday to Thursday nights inclusive 10.45PM to 7.15AM Main Purpose The Night Porter is responsible for the nightly operation at the reception desk as well as the welfare of all overnight guests, late clients and the building. Key Responsibilities: Maintaining a positive culture throughout the department Maintaining the highest level of service to consistently exceed guest expectations Warmly welcoming all visitors and guests - Ensure eye contact and a smile at all times Being aware of forthcoming daily events being held in the venue Dealing with visitor enquiries/requests Assisting in handling visitor passes and directing visitors as appropriate Issue Searcys day passes, Members passes and Gym passes Answering all calls within 3 rings and attending to voicemails as soon as possible Receiving and transferring telephone calls (internal) To respond to e-mails as soon as possible no later than 12 hours after receiving it Taking bedroom reservations on the Welcome booking system via phone, email or in-person Check-in and out overnight guests, individual and group Obtaining and maintaining complete and accurate guest records of address and contact details as required by UK law Advising the housekeeping department of all changes in allocation or occupancy as well as any special requests for overnight guests Liaising with the engineering and IT teams to log, follow up and resolve any issues noted or reported by guests or colleagues in the bedrooms or at the desk Promoting bedroom facilities on check-out for future bookings Ensuring all charges are posted correctly to guests accounts Taking payments for overnight stays for individual guests and assuring those are posted correctly Taking payments for additional services like extra breakfasts or items from Café Caritas and assuring those are posted correctly Being fully aware of cash handling policies and cashing up procedures and adhering to them at all times Being fully aware of all available rates and promotions for college members Being fully aware of all corporate memberships and the associated benefits Maintaining a good knowledge of all products and services available to overnight guests and day visitors within 30 Euston Square as well as Searcys Ensure the Members Lounge checklist is completed daily Ensuring the desk and reception areas are presentable at all times Liaising with colleagues of all other departments to ensure a smooth running of the operation and to ensure full guest satisfaction Being fully aware of all standards and procedures as outlined in the Searcys Handbook and adhering to it at all times Being fully aware of all standards and procedures for the reception department as laid out by the Reception and Accommodation Manager and adhering to it at all times Specific: Ensuring the smooth running of the night operation Ensuring handover records are up to date and are being followed up on Ensuring all guest feedback and complaints are dealt with in a professional and friendly manner advising the Reception Manager of outcome or ask for assistance. Respond to emergencies and oversee evacuations as necessary Ensure all health and safety regulations are being adhered to Posting of accommodation rates via the Welcome routines Processing end of day routines via Welcome Running daily archive via Welcome routines Finalising of daily banking and end of day cash up Assuring events signage for the following day is displayed correctly Maintaining stock at the tea points throughout the building and advising operations manger of usage to assure accurate stocktake