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The Porter will ensure the smooth running of the Concierge Service, and will serve Guests, VIPs and repeat Guests impeccably, in the most efficient and effective manner, upon their arrival and departure and throughout their stay. He will delier the highest possible standards of service, and will also be pro-active in maintaining and/or improving the department’s profitability in accordance with Hotel policies, procedures and standards.
- To understand who are the customers, both external (Hotel guests) and internal (all Hotel employees), their expectations and needs, establish and maintain relationship/rapport through service and over the long term.
- To seek and action customer feedback at every opportunity and learn from complaints.
- To implement the correct hotel service standards, monitor and strive for continuous improvement.
- To project a positive, professional and friendly image to the guests and employees.
- To maintain the file of guest preferences in the Hotel (e.g. favourite room, product type, facilities, location, birthdays, special occasions, etc)