Porter - N/A10418
Code/Reference:
N/A10418
Applications accepted until:
2020-01-20
Number of Openings
1

Unit:

GrandWest

Location:

Cape Town

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.

Education

  • Matric/ Grade 12 (with minimum of 2 years relevant experience in a customer facing position)
  • Excellent communication skills (Written &Verbal)

Experience:

  • Experience in a customer service environment is an advantage

Work conditions and special requirements

  • Ability to work shifts that meet operational requirements
  • Physically able to move around as per job requirements
  • Have an open attitude to perform similar functions to those contained in this document , in alternative outlets due to operational requirements

Skills and Knowledge

Core behavioural competencies

  • Dealing with Customers
  • Problem solving
  • Checking
  • Collecting information
  • Verbally informing
  • Team Co-operations

Technical / proficiency competencies

  • Hotel Product Knowledge (facilities and activities)
  • Luggage procedures
  • English Verbal and Written Communication skills
  • Basic PC skills

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
  • Ensure awareness of the arrivals and VIP guests daily and understands special requirements as communicated by Manager /Supervisor.
  • Assist in preparing and distributing welcome / VIP amenities.
  • Be familiar with the hotel and resort facilities, promotions and activities 

Delivered Luggage Services

    • Collect guest luggage and equipment on arrival and take through to front deskTag 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
    • Report any faults, maintenance issues/guest needs to the Supervisor/Manager
    • 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

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.