The key duties and responsibilities of this role will include:
* Work through a checklist of tasks, some of which are time-bound, throughout the night shift and whilst on duty
* Conduct security checks and walk-arounds across the site at specific times
* Report any issues and incidents to the Housekeeping Manager and General Manager
* Complete audit and checklist paperwork
* Cover Reception for a period of time in the evening and in the early hours of the morning
* Greeting guests and creating a positive first impression
* Checking in guests in a friendly and efficient manner
* Proactively inform and advise guests about all facilities at Mad Swans
* Assisting with guest enquiries, questions and queries
* Handle guest feedback and issues in a timely and efficient manner
* Escalate any guest feedback and complaints to a Department Manager where appropriate
* Assist guests with bookings, activities, and table reservations
* Enhance the guest experience by offering additional activities and upselling where appropriate
* Assist guests with any ad hoc requests or needs which they may have
* Check out guests when they leave
* Handle telephone calls and redirect where appropriate
* Check emails regularly throughout the day and respond in a timely manner
* Follow the Standard Operating Procedures for Reception when checking guests in and out
* Build rapport with regular guests, fostering a welcoming and loyal customer base
* Follow a programme of deep cleaning in different areas such as The Lodge, The Changing Rooms, The Shop, The Gym, and other areas within Mad Swans
* Receive any early morning deliveries
* Assist the Kitchen and Restaurant with food preparation and setup, ready for breakfast
This role will involve working alone for prolonged periods during the night shift.
We are looking for Night Porters who are:
* Available to work night shifts from 10:00 pm to 7:00 am
* Comfortable working alone and independently
* Experienced or has previous experience as a Night Porter, Receptionist, or Security Guard
* Happy to get involved with a wide range of tasks whilst on duty
* Calm and able to deal with potential incidents with limited support
* Proficient in Microsoft Office
* Passionate about delivering excellent guest experience
* An excellent communicator
* Someone with an eye for detail
* Organised and able to multi-task
* Confident, outgoing, and well-presented
* Self-driven and highly motivated
* Proactive, positive, and resilient
* Solutions driven
* Comfortable working in a fast-paced environment
Mad Swans offers various roles including full-time, part-time, and weekend positions at our site in Farrington Gurney, Bristol. We provide industry-leading training, opportunities for personal development, and a range of benefits such as competitive pay, tips, free parking, employee discounts, and social activities.
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