Hotel Welcomer (Doorperson / Luggage porter)
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)
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: £14.96 per hour (£30.338 per annum) .
The successful candidate must already have eligibility to work in the UK.