Night Porter - Part time

Description

The Metropole Hotel is now seeking applications for the role of a Night Porter. The ideal candidate will be able to provide a high level of customer service and also have the ability to deal with any guests’ queries. What You’ll Do As a Night Porter, your role is essential in ensuring a smooth and safe overnight operation for the hotel, creating a secure and welcoming environment for guests while delivering exceptional service in line with the hotel’s core values. You will be proactive, efficient, and a vital support in achieving high guest satisfaction and revenue goals, while ensuring security protocols are followed for a safe environment. Key Responsibilities 1. We’re One Team • Collaborate with colleagues across departments to ensure seamless operations, especially during night shifts when fewer team members are present. • Support team communication: Ensure the effective handover of duties between shifts through comprehensive notes and updates in the communication logbook. • Work together to maintain guest satisfaction, checking in with other team members, ensuring follow-up on tasks like reservations, room services, and special requests. 2. Be Respectful • Provide a warm and welcoming atmosphere to all guests, greeting them with a friendly and respectful attitude upon arrival, and assisting with inquiries or special requests. • Actively listen to guests' needs, ensuring all questions and concerns are handled promptly, empathetically, and professionally. • Maintain the security of guests and staff by ensuring all policies are followed to protect everyone in the hotel, while being considerate of guest privacy and comfort. 3. We Go All Out • Ensure guest satisfaction by proactively checking guest needs during the night, providing assistance or resolving issues as required. Always strive to make their stay as enjoyable and stress-free as possible. • Deliver exceptional service through prompt, courteous responses to all requests, including reservations, room service, or information about hotel amenities. • Maximize guest experience by anticipating needs such as special requests, security, or other services, and going the extra mile to exceed expectations. 4. Keep It Simple • Streamline processes for registration, check-ins, check-outs, and other essential duties to ensure a smooth experience for guests, while maintaining clear and concise communication with the team. • Ensure easy access to information, including guest arrival and departure details, room status, and availability, for smooth night-time operations. • Maintain clear, organized documentation for all guest and shift records, and ensure accurate reports are generated without unnecessary complexity. 5. Own It • Take ownership of security: Safeguard the hotel by conducting regular patrols, ensuring locks, keys, and safety measures are in place. Address potential security hazards and report them to management. • Be accountable for guest satisfaction by responding promptly to complaints, following up on service recovery actions, and ensuring that issues are resolved and communicated to supervisors when necessary. • Own your responsibilities: Ensure daily shift logs, night audit reports, and guest requests are handled accurately, ensuring a smooth transition from one shift to the next. Additional Responsibilities • Communication: Share important updates with other team members and report any guest issues. • Safety Deposits: Ensure guest valuables are safely stored and give them back when needed. • Promote Hotel Services: Let guests know about restaurant options, room service, or anything else that could improve their stay Benefits • Competitive rate of pay • Relocation Assistance • Access to our Company Pension Scheme • Death in Service Benefit • Employee referral bonus • Friends & Family discounts across our restaurants • Special rates in our hotel accommodation • Paid internal and external training days • Access to Trained Mental Health First Aiders • Team Member Social & Wellbeing Events • Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month • Meals on Duty • Assistance with Leap Cards