Porter at Denam Properties Ltd

Location: DAL (Denam Apartments Limited)
Reports To: Front Office Supervisor/Operations Manager

Job Summary

The Porter is responsible for welcoming and assisting guests, handling luggage, escorting guests to their apartments, and providing helpful information about DAL's facilities and services. The role supports the Front Desk team and ensures guests receive a warm, professional, and seamless arrival and departure experience.

Key Responsibilities

• Welcome arriving guests warmly and professionally.
• Assist guests with loading, unloading, and transporting luggage.
• Escort guests to their apartments and assist with the check-in process where required.
• Explain basic property facilities, amenities, and relevant guest information.
• Assist guests during departure, including luggage handling and transportation.
• Support Front Desk operations as required.
• Respond promptly to guest requests and provide appropriate assistance.
• Maintain cleanliness and orderliness of the entrance, lobby, and guest arrival areas.
• Handle guest belongings carefully and report any lost, damaged, or unattended items.
• Assist with other guest service duties as assigned by management.

Qualifications & Experience

• Minimum of OND/HND in a relevant field.
• 2–3 years' experience in a porter, guest service, hospitality, or customer service role.
• Previous experience in a hotel, serviced apartment, or shortlet environment is an advantage.
• Must be located in Abuja

Required Skills

• Excellent customer service skills.
• Courtesy and a welcoming attitude.
• Good verbal communication and interpersonal skills.
• Physical fitness and ability to handle luggage.
• Professional appearance and conduct.
• Good observation and attention to detail.
• Ability to remain calm and helpful under pressure.
• Reliability and teamwork.

KPIs

• Guest Assistance Response Time: ≤ 5 minutes
• Guest Satisfaction: ≥ 90%
• Luggage Handling Incidents: 0
• Guest Request Resolution: ≥ 95%
• Entrance/Lobby Presentation Compliance: ≥ 95%

Behavioural Expectations

The Porter is expected to demonstrate courtesy, professionalism, honesty, punctuality, patience, and respect for guests and their belongings while consistently delivering excellent guest service and representing DAL positively.