Luggage Porter 2022-12-09

We are looking to fill the position of Luggage Porter at Dorsett City London. As Luggage Porter you will take ownership of the overall care, hospitality, and service given to our customers throughout their stay. Responsible for offering a consistently high standard of service and assistance to our guests and maintain a lobby presence in order to offer a courteous and attentive service.  The successful candidate must have previous experience in a similar establishment of working in a guest focused environment with excellent organisational skills and eye for detail. You must have excellent commend of English written and verbal and available for flexible shift pattern. 

Duties & Responsibilities:

Guest Relations

• Ensure a high level of customer service in constantly maintained
• Ensure that all our individual guests and Groups receive a fast, efficient and friendly assistance
• Ensure that all customer and Group queries or requests are handled in a polite and efficient manner
• ·Ensure that either ReceptionSupervisor on duty/ FOH/Assistant Front Office Manager are kept fully aware of any relevant feedback from either the customers or other department
• Ensure messages, guest/company parcels/letters are received, logged and regularly delivered throughout the day
• Assist with room moves and luggage deliveries and manning the Front Door, following all standard operating procedures
• Ensure the effective handling and storing of short-term luggage for guest and use of the appropriate ticket procedure for arriving/departing guests
• Ensure effective communication and clear directions is given to guests/clients to off-site near-by parking 
• Promote the hotel restaurant and services with guest enquiries
• Assist guests with hotel tours, theatre tickets, taxis/chauffer services in line with preferred agency and departmental SOP
• Provide a warm welcome to our guests through the door as and when covering the door

General Accountabilities

• Maintain high lobby attendance and presence.
• Liaise with security regarding any unattended luggage.
• Maintain public areas and all equipment in immaculate condition.
• Be fully conversant with all Hotel product knowledge necessary to perform the daily duties
• Ensure that consistent high standards of presentation are maintained
• Ensure that all equipment is in good working order and presentable at all times
• Be fully aware and trained on all of the Guest services equipment
• Ensure a high level of product knowledge of the hotel and the local area and know what is happening in the hotel on a daily basis
• Ensure skilful and efficient rooming of arriving guests
• Attend and participate in departmental meetings with Front of House team
• Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel to maximise room sales and revenue for the hotel
• Take ownership of the luggage room, ensuring the condition is kept safe, tidy, and clean
• Carry out all reasonable tasks as designated by the Head Of Department
• Personally abide by Dorsett Grooming standards at all times to display good practice and professionalism.
• Respond to all customers’ requirements internal or external in a professional, courteous manner, in line with the Dorsett brand standards.
• Report any guest concerns to the Manager on duty or Front of House Manager.
• Multitask and assist with Meeting and Events as and when necessary.
• Assisting the Reception Team with the delivery of VIP amenities.
• On a daily basis, assisting the Reception Team with checking departing rooms after 11:15am.

Team work

• Ensure that both the Front of House Manager and Assistant Front Office Managers are kept fully aware of any relevant feedback from either the guest’s or other departments
• Assist Front Office day and night team when necessary
• When dealing with other departments, ensure usage of the right channel when advising or requesting items / services for guests
• Maintain a positive attitude at all times with both the guests and the team
• Treat your team members like you would expect to be treated