Night Porter

TASKS, DUTIES AND RESPONSIBILITIES

• Maximises customer satisfaction by ensuring that the written details of all assigned meetings, conventions and banquets are arranged properly

• Meets and Exceeds customer expectations by ensuring the department provides excellent customer care service

• Review daily events sheets and set up rooms according to the specific requirements.

• Ensure good communication with all departments throughoutResortesort

• Ensure all regular and VIP guests are known and cared for accordingly

• Handle, follow up and communicate any comments or complaints to the Night Manager/Duty Manager

• Ensure that all tasks are completed on each shift and that a full and thorough handover takes place at the end of the shift

• Be fully conversant with handling reservation enquiries.  Be aware of all current offers.

• Can operate the switchboard, credit card machines, hotel alarm systems and other front office systems

• Check-in late arrivals and check-out early departures in line with resort procedures.

• Ensure that wake-up calls are made promptly

• Ensure you have a well-founded understanding of all Resort regulations

• Runs a security check around the hotel regularly during the night

• Ensure all access toResortesort is secured as required by hotel policy and procedures

• Perform any related security duties as needed overnight

• Record any unusual occurrences or problems arising to the Night Manager/Duty Manager and take appropriate action

• Assists in the set-up and breakdown of banquets, functions and conferences

• Take room service orders, prepare the food and drinks and deliver to guests

• Monitors Hotel Lobby area and ensures that guest requirements are being fulfilled

• Maintains a clean and tidy lobby and performs other cleaning duties when required

• Prepares night audit reports as requested

 SECURITY, HEALTH & SAFETY

• Maintains high confidentiality in regard to guest privacy

• Reports any suspicious behaviour of guests and staff to Duty Manager/Night Manager

• Notifies the Night Manager and Executive Housekeeper regarding any lost and found property

• Ensures that all potential and natural hazards are reported immediately, following the correct audit trail.

• Anticipates possible and probable hazards and conditions and notifies the Night Manager

• Fully understand the hotel's fire, emergency and bomb procedures

• Follows emergency procedures to provide for the security and safety of guests and employees

• Works in a safe manner that does not harm or injure self or others

• Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations

• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

 MISCELLANEOUS

• Communicates effectively with guests, colleagues and supervisors

• Handles difficult situations effectively

• Attends meetings and training required by the Night Manager

• Accepts flexible work schedule necessary for uninterrupted service to the hotel guests

• Maintains own working area and materials clean, tidy and in good shape; reports defective materials and equipment to the Night Manager

• Continuously seeks to endeavour professionalism in own job

• Knows:

  • Hotel fire, bomb and emergency procedures

  • Hotel health and safety policies and procedures

  • Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)

  • Hotel and corporate marketing and promotional programs

  • Corporate clients and clients generating high business volume

• May be required to carry out additional duties not listed to suit the business demands