Night Porter

**Job Title**:Night Porter

**Department**:Porters

**Reporting To**:Night Supervisor

**Primary Job Purpose**:
An opportunity has arisen for a Night Porter to join our team. The successful Night Porter will be customer-focused and reliable and able to work as part of a small team. They must be flexible to ensure shifts are covered and the needs of the guests and clients are met in order to provide safety and the best guest experience.

**About The Role**

**Roles and Responsibilities**:

- To greet all guests on arrival and porterage service to all guests arriving at night.
- To provide cover for the reception desk and ensure all duties are carried out efficiently and timely.
- In the absence of a Resort Manager /Deputy or Night Supervisor, must be responsible for night time emergency and evacuation procedures.
- In the absence of a Resort Manager /Deputy or Night Supervisor, must demonstrate a comprehensive understanding and awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.
- In the absence of a Resort Manager /Deputy or Night Supervisor, must strictly follow all procedures for left luggage.
- Ensure guests needs are met throughout the night.
- Handle, follow up and communicate any comments or complaints, ensuring key information is passed over in the handover.
- Ensure public areas of the hotel are clean and tidy.
- Assist with preparations and setting up for the following day’s events.
- To confidently upsell all hotel services and facilities on offer during their stay.
- To keep up to date with changes to any services the hotel provides such as Menu and future events.
- Maintain knowledge of the local area in order to support guests during their stay and can direct them when required or arrange local transport.
- To ensure that all guests payments/accounts are charged accurately and they are provided with the correct documents/receipts.
- To adhere to the hotel cash/credit card handling procedures and report any discrepancies to the supervisor or Head of Department.
- Maintain high standard of personal appearance and hygiene including wearing and maintaining a clean uniform at all times.
- Follow all company policies and procedures outlined in the Employee Handbook including any department specific procedures such as left luggage policy.
- Be aware of and follow all Health and Safety procedures.

This job description is not exhaustive and the job holder may be required to carry out other reasonable tasks as specified by their manager.

**Key Skills**:

- Confident and approachable
- Good team work and can work well alone
- Calm under pressure with the ability to prioritise
- Excellent selling and customer service skills
- Can use own initiative and problem solve
- Resilience and calm attitude when dealing with face-to-face complaints

**All staff Key Performance Measures**

Our values underpin everything we do here at LQ Resorts and staff should ensure that these are at the fore front of what they do, day to day.
- To focus on the guest experience at all times and continually strive to delight time after time
- To see each guest as part of a long-term relationship not a onetime event
- To create a team that is enthusiastic, consistent and committed in the workplace that encourages an open honest and supportive culture, by working together to create excellence.
- To create an organisation with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with
- To encourage our team to contribute to excellent working conditions for all
- To gain a reputation for delivering financial performance and being consumed and enthralled about business.

**Benefits**

LQ Resorts will offer you a fantastic working environment with plenty of opportunity to make a difference each day. In addition, you will receive:

- Discounts across the resort, including family and friends
- Free onsite parking
- Progression and career development opportunities.
- Pension Scheme
- Free staff meals
- Free gym membership
- Access to wellness programmes
- Share of Resort’s service charges on monthly basis
- Extra days holiday after 2 years

**Skills required**
- Ability to work to deadlines
- High standards of presentation, organisation and cleanliness
- Great attention to detail
- Excellent standards of Customer Service
- Excellent time management and organisation skills
- Excellent communication, both written and verbal
- Reliable and calm under pressure.
- Able to work as a team or alone
- Able to problem solving
- Ability to provide clear instruction
- Flexible approach to work
- Thrives on routine daily tasks

**Attitude**
- Polite and friendly
- Helpful to guests requiring assistance
- Respectful

**Required Criteria**
- English GCSE grade 4/C or above
- Maths GCSE grade 4/C or above
- Experience of working nights
- Experience of dealing with the public
- Cash handling

**Desired Criteria**
- Willingness to undertake further t