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Job Description - Night Porter

JOB DESCRIPTION – NIGHT PORTER

JOB PURPOSE To deliver a great guest experience and work well with the team to create a safe, comfortable and welcoming environment with the key aim of ensuring our guests revisit us and recommend us to their family and friends. DUTIES & RESPONSIBILITIES Our Guests Deliver excellent guest service, at all times by:  Ensuring guest and business safety and security is your number one priority, at all times  Ensuring you (and all guests / team) follow Innkeepers Lodge safety and security procedures  In the event of a fire, evacuating the business safely, quickly and professionally to Innkeepers Lodge standards  Answering the telephone and dealing professionally with guest enquiries  Checking in late arrival guests and walk ins  Giving every guest you meet a friendly greeting (or genuine farewell when they are leaving the business and encourage them to return)  Valuing our guests by engaging them in appropriate conversation  Valuing regular guests by remembering them  Talking to every guest about the Innkeepers Lodge guest experience survey  Checking guests have are enjoyed their stay (when appropriate)  Answering / dealing quest queries and complaints quickly, efficiently and professionally Our People Communicate and work well with the lodge and broader business team to ensure the delivery of great guest service. Support the team by helping out others when required. Involved in and contribute at team meetings. Our Practices Complete security checks. Take pride to ensure the front of house areas, externals and breakfast areas are clean, fully stocked and tidy, at all times. Clean the meeting room and set it up for the next day (where applicable). Clean the check in and breakfast areas. Ensure that breakfast is set up to brand standard for our guests. Set up and closedown the department to brand standard including stock rotation. Complete daily and weekly cleaning tasks. Keep up to date with current promotions. Maintain personal knowledge by completing in-house training, online eLearning and workbooks. Always adhere to brand standards and all company policies & procedures. Carry out management team requests and brand instructions. COMPETENCIES & BEHAVIOURS Guest Obsessed Acts with the guest in mind and goes the extra mile. Win With Our People A supportive, hard working and positive individual with a ‘one team’ attitude and outlook. Drive for Results Driven to exceed business targets for self and team balancing the need for results and quality standards. Communicating with Clarity Communicates clearly and articulately and adapts communication style to suit their audience. Handling Pressure & Problems Operates well under pressure, using initiative and remaining positive when confronted with problems

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Innkeeper’s Lodge

Policies & Procedures Guide