Porter

Celtic Manor Collection Job Description and Person Specification DEPARTMENT Concierge POSITION Porter GRADE G REPORTS TO Front of House Manager Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW Responsible for providing a 5 star service to the Resort customers. Ensuring all guests receive a warm and friendly greeting on arrival and departure. To retrieve and park cars as and when required i.e. upon arrival. To take care of storing, delivering and collecting luggage and golf equipment. To follow the guidelines set on the Sense of Arrival document. To interact with guests when ever possible providing assistance, care and attention. Always strive to exceed our guests’ expectations . To maintain a clean and tidy environment, both front and back of house. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort Ambition and the Resort’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. S tandards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Responsible for escalating any complaints to the Department Manager immediately, providing full details. Reports for duty dressed properly in the correct uniform and is well groomed, to a five star standard. To ensure that work areas are clean, tidy and presentable at all times. Must have a sound knowledge of the daily/weekly events schedule within the Resort, in order to be able to direct and advise guests accordingly. To keep the Porte Corche clean and tidy at all times. To ensure that all mechanisms within the dept – trolleys, doors, vehicles etc are in good working order at all times and that trolleys on display are clean and polished and front entrance is swept and clear of debris. To ensure the Porte Corche is kept clear of all unattended vehicles at all times and transport cars from the forecourt to the underground car park. Offer assistance with luggage and golf clubs to all guests upon arrival, departure and during their stay and to be pro-active in doing so. Valet park cars upon arrival, ensure a guest vehicle spot check takes place and any anomalies are highlighted on the key security tag. Ensure car key labels are completed with all the required details and that they are placed securely in the key cabinet. Understand the importance of key security and the process a guest needs to adhere to in order to retrieve a vehicle. To possess excellent knowledge of the Resort and be able to advise guests accordingly. To ensure the main doors are kept closed at all times to enable the air conditioning units operate effectively in the lobby area To understand the resorts computer systems in order to ensure you have a full up to date knowledge of the Resort daily activities including Events, VIP arrivals and departures. Ability to explain to guests any bedroom functions when required to the Resort standard. Have a good working knowledge of surrounding area, attractions and places of interest To assist with transport shuttles to Resort locations when required in order to minimise delays. To ensure that all luggage and other guest belongings are handled with care in an organised manner to the Resort standard. Responsible for performing the ultimate customer service experience in accordance with the standards expected and trained by the Concierge Manager. Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.