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Night Porter

Night Porter

Event hospitality & entertainment LimitedWellington, Wellington, New Zealand
4 days ago
Job description

Overview

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Night Porter you will check in and out guests efficiently during the overnight shift, and make sure they have all they need for a great stay.

Our Vision is being leaders in creating experiences and properties that escape the ordinary. Our Purpose is to make the day better for ourselves, each other, our group, our customers and communities. We do this by living our values of empowerment, possibilities and community. We achieve our Vision and Purpose by delivering on our goals and values.

Goals

  • Growing revenue above market
  • Business transformation

Values

  • Empowerment : We make it happen
  • Possibilities : We evolve and innovate
  • Community : We make the connection

    • Key Accountabilities

  • On night shift, checks night report, prepare morning report and prepare all necessary forms for the guest arrival. Complete outlet audit and front desk audit as per hotel procedures.
  • Welcome guests in a friendly, prompt and professional manner recognising EVT Rewards Club Members and also returning guests
  • Check guests in, issue room keys, provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximise hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Issue, control and release guest safe-deposit boxes in line with hotel procedures
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
  • Carry out porter duties when required
  • Take action to solve guest problems / complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
  • May routinely book guest reservations for individuals and / or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
  • Maintains cashiers float, ensuring accurate daily report of all money received, performs the audit balances and prepares all works for audit in an orderly fashion.
  • Perform all other duties as required by Front Office Manager / Assistant Front Office Manager / Night Manager or designate
  • Knowledgeable of all special promotion procedures, for programs such as; seasonal packages, Frequent Flyer programs, and also EVT Loyalty programs

    • Qualifications and requirements

  • High School diploma / Secondary qualification or equivalent.
  • One-year front desk / guest service experience strongly preferred.
  • Proficiency in Opera / Fidelio is preferred but not essential.
  • Some college / university preferred.
  • Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.

    • This job requires ability to perform the following :

  • Frequently standing up behind the desk and front office areas
  • Carrying or lifting items weighing up to 23 kilograms
  • Handling objects, products and computer equipment
  • Basic computer skills to operate various property management and reservations systems, etc.

    • Other

  • Being passionate about people and service
  • Strong communication skills essential when interacting with guests and employees
  • Reading and writing abilities are used often when completing paperwork, logging issue complaints / requests / information updates, etc.
  • Basic math skills are used frequently when handling cash or credit.
  • Problem solving, reasoning, motivating and training abilities are often used
  • Be available to work during night shifts from 10 : 30 PM to 3 : 00 AM (time may change), which includes weekends and / or holidays.

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