Porter at Davina Hotel & Resort

Description

• We are seeking a courteous, hardworking, physically fit, and customer-oriented individual to join our hotel team as a Hotel Porter.
• The successful candidate will be responsible for assisting guests with their luggage, welcoming guests upon arrival, providing directions and general assistance, and ensuring a comfortable and pleasant guest experience.
• The ideal candidate must possess good communication skills, maintain a professional appearance, demonstrate honesty and integrity, and be willing to work flexible shifts, including weekends and public holidays.

Key Duties and Responsibilities
Guest Reception and Assistance:

• Welcome guests warmly and courteously upon arrival.
• Assist guests with carrying luggage to and from their rooms.
• Escort guests to their rooms and explain basic room facilities when required.
• Assist guests with their luggage during check-in and check-out.
• Provide directions and information about hotel facilities and services.

Guest Service and Satisfaction:

• Respond promptly and politely to guests' requests for assistance.
• Handle guest enquiries professionally and refer complaints to the appropriate supervisor.
• Assist elderly guests, guests with disabilities, and guests requiring special attention.
• Maintain a friendly and helpful attitude at all times.

Luggage and Property Handling:

• Handle guests' luggage and personal belongings with care.
• Ensure luggage is properly identified, stored, and delivered when necessary.
• Report lost, misplaced, or damaged property immediately to management.
• Maintain the security and confidentiality of guests' belongings.

Hotel Cleanliness and Presentation:

• Keep the entrance, lobby, reception area, and designated porter stations neat and presentable.
• Assist in maintaining an orderly and welcoming hotel environment.
• Report maintenance issues, safety hazards, and damaged facilities to the appropriate department.

Communication and Teamwork:

• Work closely with the front office, housekeeping, security, and other hotel departments.
• Communicate guest requests and relevant information promptly to the appropriate staff.
• Carry out reasonable duties assigned by the supervisor or management.
• Participate in shift handovers and report outstanding guest requests.

Security and Professional Conduct:

• Observe hotel security procedures and access-control policies.
• Report suspicious activities, unattended luggage, and security concerns immediately.
• Maintain honesty, discipline, confidentiality, and respect for guests and colleagues.
• Avoid soliciting tips, arguing with guests, or engaging in any conduct that may damage the hotel's reputation.

Qualifications and Requirements

• Previous experience as a hotel porter, bell attendant, hospitality assistant, or in a customer service role is an advantage.
• Good communication and interpersonal skills.
• Ability to lift and carry luggage safely.
• Good personal hygiene, neat appearance, and professional conduct.
• Honest, punctual, reliable, and responsible.
• Ability to work under pressure and handle multiple requests.
• Willingness to work shifts, weekends, and public holidays.
• Ability to work effectively with minimal supervision and as part of a team.

Required Skills and Competencies:

• Excellent customer service skills.
• Politeness and a welcoming attitude.
• Good observation and attention to detail.
• Physical stamina and safe luggage-handling skills.
• Time management and punctuality.
• Problem-solving and communication skills.
• Teamwork, patience, and emotional maturity.
• Integrity and respect for hotel policies.

Performance Expectations:
The successful candidate will be expected to:

• Provide prompt and courteous assistance to guests.
• Handle luggage and guest property responsibly.
• Maintain a clean and presentable work area.
• Comply with hotel rules, regulations, and service standards.
• Demonstrate reliability, professionalism, and a positive attitude.
• Contribute to guest satisfaction and the overall reputation of the hot.