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Senior Night Porter - London

Employer
Royal Automobile Club
Location
London, Greater London
Salary
25,545.00
Closing date
24 Jan 2022

View more

Sector
Hotel jobs, Hotel Porter, Hotel Receptionist, Room Attendant
Job Type
Full Time
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Senior Night Porter - London

Role Purpose Statement:

Oversee the running of the night shift, be at the forefront of member service and be the main point of contact. To ensure memorable experiences before, during and after their stay, so that the member and his guests always feel welcome and ensure their satisfaction by maintaining the highest standards of service and hospitality.

Main Accountabilities:

 

Service Quality

Ensure members are recognised and  greeted in a friendly and warm manner using the name when known
Be alert and discreet with any security related manner and report any suspicious person to the Security Manager

 

Service Delivery/Operations

Handle member and guest queries professionally and efficiently in order to meet or exceed expectations at all times
Ensure luggage assistance is provided to all arriving and departing members, checking to ensure all members and guests have all their luggage and belongings with them
Ensure you have a detailed knowledge of the clubhouse, its rules (especially dress code) and its facilities in order to be able to answer member queries and directions
Responsible for keeping the entrance of the Club clean and tidy and the door glass free from fingerprints
Carry out any security checks as and when required
Carry out regular security walks throughout the building at night
Answer the telephone using the proper telephone etiquette, always answering promptly and in a courteous manner, as described in the Standards of Performance manuals
Ensure all luggage on hold is clearly labelled and that handover with the night team is carried out thoroughly
Ensure the beds are ready, check-in Members, handle any request for overnight laundry, shoe shine pressing, etc…ensuring it is carried out as per the standard operation procedure manuals
Oversee external contractors (i.e. night cleaners) and other night working employees

 

Resource Planning/People Management

To help and assist other departments when in needs; doorman, cloakroom, club shop duties, etc…
Deal with member queries and complaints in an efficient manner ensuring positive outcome. Escalate to your supervisor/manager if required. Always take a decision in favour of the member

 

Health and Safety/Compliance

Be responsible in case of an emergency situation and inform the Resident Manager, Chief Operating officer immediately
Ensure you attend all H&S trainings as directed by your Manager in order to be fully compliant with H&S legal requirements
Report all accidents, near misses and hazard to your manager/supervisor to ensure they are dealt with to prevent any injury
Be fully conversant with the fire policy and fire panel and what actions to take in case of an activation

Key Data:

Carry out Night Duty Manager Shifts in the absence of the Assistant Night Manager

12 hours, 4 on 4 off

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