Porter | Day and Night at Accor Hotel

Job Description

• Maintains the highest standard of service at the front entrance at all times, escorting arriving Guests to the Reception, recognizing regular Guests, provides assistance with transportation and directions. Porters have the responsibility to ensure all arrival and departure luggage is handled and delivered to guests according to the Fairmont Standards. Is the first point of contact when arriving at the hotel and the last point of contact when departing, therefore a high level of professionalism and knowledge is required.

Guest Experience

• Provide a warm, engaging welcome to all Guests and visitors at the Hotel.
• Goes above and beyond to exceed guest expectations.
• Builds relationships with welcome back guests to provide unforgettable moments.
• Anticipate guest needs.
• Assists guests with reasonable requests to ensure we provide a home away from home.

Key Responsibilities and Duties

• Ensure the front entrance is clean and tidy at all times, paying special attention to the Porte Cochere and lobby areas
• Responsible to ensure all arrival and departure luggage of guests are received, counted, reconfirmed and delivered according to the standards set out by Fairmont. This includes the use of porter trolley covers at all times when transporting luggage .
• Ensure all accidents or incidents at the front entrance are reported to the Duty Manager and/or the Guest Experience Manager in a timely manner
• Liaise with valet staff for parking and collecting of hotel guest vehicles by following the correct procedures, example, make guests aware of any dents/scratches before issuing of valet receipts
• Ensure a high awareness of security at all times
• Be aware of all functions, group arrivals and site inspections that are taking place in the hotel and  direct guests to the correct destination
• Display an attitude of friendliness, courtesy and sincerity to all guests (both internal and external), making them feel welcome and at ease
• Maintain amicable and co-operative working relations with other departments in the Hotel
• Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
• Be aware of all Front Office procedures and policies
• Be willing to take on any reasonable task or duty instructed by Front Office Management which may not specifically be outlined in your job description
• Exceptional knowledge of all hotel facilities, outlets, offerings and operating times is required
• Responsible for the management and restocking of newspapers in all public areas
• Responsible to ensure the welcome drinks station is always fully stocked and well maintained
• Has the responsibility to manage and record all guest luggage and personal belongings kept in the porter store
• Responsible to ensure sufficient stationery and guest suppliers are ordered weekly with the Front Office Supervisor
• Management and record keeping of all guest safes in the porter store
• Ensuring the Porter store is kept clean and tidy at all times this includes ensuring all porter trolleys are cleaned, polished and well maintained according to a 5-star standard
• Has the responsibility to ensure the umbrellas in the lobby are always readily available for guests and to communicate with Housekeeping should a shortage arise

Financial Attributes

• Assists in promoting the ALL – Loyalty membership to ensure the hotel targets are achieved
• Assists Concierge in promoting the hotel vehicle for paying transfers to increase revenue
• Assists and works with Guest Liaisons to promote room upsells

Qualifications

• Proficient in English (verbal & written)
• Prior experience within a porter role or a 5-star hospitality industry is advantageous
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must be flexible in terms of working hours and willing to work night shifts when required
• Prior experience in customer service an asset