Hotel Welcomer - Doorperson / Luggage porter

Job Description

MAIN RESPONSABILITIES

Customer relations

• Present and visible in front of the hotel. He or she is easily identifiable by guests                                        • Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship                                                                                                                                                        • Manages the flow of taxi arrivals and departures in front of the hotel and flags black cabs if requested to do so
• Gives priority to guest relations
• Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people
• Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel

• Customer service must be of an exceptional standard and he/she must work with his/her team to ensure that these standards are maintained and that queries and verbal complaints are promptly reported to the head of department or his/her assistant

• To effectively communicate with the head of department on duty and fellow colleagues

Professional techniques / Production

• Welcomes and provides physical assistance to guests, Management and nominated persons in a warm      and friendly manner
• Promotes the hotel, its facilities and the company.                       
• Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
• Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department

• Remains flexible at all times when responding to guests’ needs

• Is present in front of the hotel to ensure a professional and warm welcome is provided to all internal and external guests

• Takes pride in his/her appearance as well as the public area's and hotel's overall cleanliness and maintenance

• Responsible for ultimate guest satisfaction by granting all requests subject to the law and hotel regulation

• Takes the initiative to ensure guest areas are kept clean and tidy without prompting by the head of department

• To ensure the recording, safe storage and issuing of left luggage in accordance with agreed procedures

• To ensure the security and confidentiality of information relating to the hotel business and performance in accordance with agreed procedures

Team management and cross-departmental responsibilities

• Assures the interface between all hotel departments and service-providers if necessary
• Works closely with the fellow luggage porters so that a cohesive strategy is carried out across the department                                                                                                                                                      • Applies a flexible approach and uses own initiative whilst working in a proactive manner

Commercial / Sales

• Promotes the hotel's range of services in order to increase sales

Hygiene / Personal safety / Environment

• Ensures that the workplace outside and inside the premises remains clean and tidy
• Knows and applies the hotel's safety regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

Qualifications

Additional Information

• Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
• Pension Scheme: Secure your future with our contributory pension plan
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals: Free meals provided whilst on duty
• Wellness Perks: Free access to the hotel gym
• Employee Assistance Programme: Confidential support available 24/7
• Annual Leave: Up to 33 days of annual leave per year (including public holidays)

Salary: £15.55 per hour (£31,535 per annum) .

The successful candidate must already have eligibility to work in the UK.