Porter- S

Job Purpose

Responsible to provide exceptional, personalised luggage and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Key Performance Areas

Prepared Work Environment

• Identify issues with regards the workstation appearance/ functioning of equipment and systems
• Check overall cleanliness of the porte cochere areas
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities
• Be familiar with the hotel and resort facilities, promotions and activities
• Identify issues with regards the workstation appearance/ functioning of equipment and systems
• Conduct inspections of vehicles and identify any issues to be addressed
• Check overall cleanliness of vehicles, parking areas and general porte cochere area
• Check fuel levels and ensure car is ready to transport guests
• Review the arrival and VIP lists daily and understands special requirements
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling
• Co-ordinate the scheduling of maintenance of vehicles when necessary
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities
  
  

Transporting services

• Co-ordinate and park vehicles of visiting guests and residents
• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property.
• Greet all guests when they enter the vehicle; and assist disabled guests as necessary.
• Transport guests safely to any destination in accordance with hotel policies and rules.
• Plan routes to destination
• Log transport to external destinations and file necessary documentation
• Raise charges
• May be required to collect and deliver other items as requested by management
  
  

Delivered Luggage Services

• Collect guest luggage and equipment on arrival and take through to front desk
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Collect, tag and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.
  
  

Customer Engagement

• Be present at the porte cochere and maintain proper decorum at all times.
• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and ensuring respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and porte cochere
  
  

Education

• Grade 12 preferred
• Driver License with a PDP
  
  

Experience

• Experience in a customer service environment is an advantage
  
  

Skills And Knowledge

• Dealing with Customers
• Problem solving
• Checking
• Collecting information
• Verbally informing
• Team Co-operations
• Friendly presentable individual
• Emotionally mature and able to work under pressure
• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera
• Read directions and maps
• Make use of a GPS device ** Driving skills
  
  

Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPIA Act

• Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed. In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
• Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.
  
  

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