Guest Service Head Porter

Offer and ensure efficient and intelligent luggage service, welcome and farewell customers, direct those and provides overall information always ensuring a consistent high standard of customer service at all times.

Duties and Responsibilities:

• Supervise the operation of the Bell Desk and Club Cars ensuring a high level of customer service are consistently maintained.
• Present a smiling and welcoming personality to guests at all times and greet/farewell guests sincerely.
• Provide towel service to all arriving/departure customers including visitors.
• Ensure a high level of service and assistance to all arriving and in-house guests.
• Load and unload vehicles (cars, trucks, buses, luggage cars) in professional and efficient manner.
• Ensure a prompt, intelligent, accurate and courteous delivery and collection of any luggage, parcels, newspaper, mail and messages using the delivery log.
• Handling group check-in baggage in efficient and professional manner.
• Drive safety vehicles to the parking area obeying the traffic rules.
• Ensure regular maintenance of the vehicles and trolleys.
• Advise the superior of any abnormalities of the vehicles and trolley.
• Drive the vehicles on drive ways only.
• Ensure accurate recordings of arrivals and departures.
• Responsible for his/her room master key.
• Secure updated flight schedules and forward any information about delayed or diverted flights to Head Porter, Reception and Duty Manager.
• Ensure correct and secure storage procedures are carried out.
• Ensure that the locker procedures are adhered to at all times.
• Inform the superior about unusual situations and cases.
• Assist in traffic control at the main entrance.
• Answer the telephone promptly according to procedure.
• Know how print out the arrival and departure reports from our PMS.
• Prepare the daily arrival and departure check-list.
• Ensure and maintain the security of information relating to customers and personnel in the hotel.
• Ensure a high level of product knowledge including promotions of the hotel and local areas.
• Supervise training, training schedules, records and corrective/re-training.
• Ensure the correct operation of any Bell service / Club Car related equipment is practiced.
• Keep the public area inside and outside clean and tidy.
• Be familiar with all facilities and services within the hotel.
• Offer general information as required.
• Report any suspicious person or luggage to the superior.
• Familiar with the island’s sights.
• Assist customers with taxi requirements.
• Retrieve ordered items form the storeroom for the department.
• Responsible for the cleanliness of working area and equipment.
• Responsible for the availability of necessary stationary in the section.
• Has good work relationship with other departments.
• Ensure health and security is maintained to guests and staff at all times.
• Ensure that all equipment is in good working order and advise superior of any malfunctioning immediately.
• Report any negative comments received from customers to the superior.
• Ensure a hand-over to the incoming shift as required.
• Attend the daily departmental briefings as well as other meetings & trainings as required.
• Attend to work in a complete and clean uniform, neat appearance and grooming.
• Maximization of sales and revenue for the hotel by maintaining a sales attitude at all times and minimizing costs.
• Perform any assignment as delegated by the supervisor.
• Comply with all company policies related to Front Office.

Candidate profile:

Qualification:

• Middle or Secondary Education + Additional  training or certificates in the relevant field.

Experience:

• A minimum of 3 year of experience in hotel industry.
• Proven experience working in a top luxury resorts.
• Experience working in remote island locations is a plus.

Technical skills:

• Cleaning expertise.
• Physical stamina.
• Attention to detail.
• Time management.
• Interpersonal skills.
• Fluency in English and another language, written and verbal communication.
• Knowledge of a third language is a plus.