The Hotel Porter is responsible for providing exceptional guest service by assisting guests with their luggage, offering information, and ensuring smooth arrivals and departures. As a key part of the front office team, the porter enhances guest satisfaction by ensuring a welcoming and accommodating experience throughout their stay.
Key Responsibilities:
- Guest Assistance:
- Greet guests warmly upon arrival and departure.
- Assist guests with their luggage, including transporting bags to and from rooms and vehicles.
- Escort guests to their rooms, explaining room amenities and hotel services.
- Offer directions and information about local attractions, transportation, and hotel facilities.
- Luggage Management:
- Safely store and retrieve luggage in the luggage room.
- Tag and record luggage for guests leaving or arriving before check-in.
- Assist with the loading and unloading of luggage for group arrivals, VIPs, and event guests.
- Valet and Parking Assistance:
- Assist with parking and retrieving guest vehicles as required.
- Coordinate with the valet service to ensure efficient handling of guest vehicles.
- Room Setup and Special Requests:
- Assist with delivering items to guest rooms (e.g., extra pillows, rollaway beds, room service).
- Arrange for special room setups based on guest requests (e.g., honeymoon suites, VIP amenities).
- Assist housekeeping and maintenance by reporting any room issues or guest concerns.
- General Hotel Support:
- Assist with managing the lobby area, keeping it clean and organized.
- Assist the front desk during busy periods by answering phones or performing light administrative tasks.
- Provide guests with umbrellas, strollers, or wheelchairs if needed.
- Assist with emergency evacuations and follow hotel safety protocols.
- Education:
- High school diploma or equivalent preferred.
- Experience:
- Previous experience in a similar role in hospitality or customer service is advantageous.
- Skills:
- Strong communication and interpersonal skills.
- Physical stamina for lifting heavy items and standing for extended periods.
- Ability to work well under pressure in a fast-paced environment.
- Knowledge of the local area and hotel services.
- Personal Qualities:
- Friendly, polite, and professional demeanor.
- Reliable and punctual.
- Positive attitude with a strong work ethic.
- Team-oriented with a focus on guest satisfaction.
- Must be able to lift and carry heavy luggage.
- Willingness to work shifts, including evenings, weekends, and holidays.
- Ability to work outdoors in various weather conditions when assisting with vehicles or luggage.
- Guest feedback and satisfaction scores.
- Efficiency in handling luggage and guest requests.
- Liaises with Security regarding any concerns.
- Is fully conversant with the hotels credit policy.
- Liaises with Security and MIC regarding lost and found objects.
- Ensures that all potential and real hazards are reported and removed immediately.
- Fully understands the hotels fire, emergency, and bomb procedures.
- Ensures that all employees within Hi-All work in a safe manner that does not harm or injure self or others.
- Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.
- Anticipates possible and probable hazards and conditions and takes action to prevent them from happening.
- Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct is maintained.
positive
Physical stamina for heavy lifting
comunication skills
