about 1 month ago
What's the job ?
The Senior Porter’s role is primarily to train and develop skills for all the porter associates to perform the jobs in a professional manner an according to a brand standards.The role of Senior Porter requires strength of personality, strength of character, and a high level of personal discipline. An attention to detail is of paramount importance.YOUR DAY-TO-DAY• Continuously seeks to impress our guests and exceed their expectation.• Assist with guest requests and ensure all are completed in the appropriate timelines.• Keeping control of all movement of furniture refurbishment syndicate rooms for guest and storing.• Reporting and monitoring maintenance issues in the bedrooms, corridors or wider hotel via HOTSOS.• Shampooing guest room/corridor carpets when required.• Exercise leadership within the porter’s team, through fairness, respect and the demonstration of personal support. • Effective mentoring and training of Porters staff to achieve and maintain quality standards through of training and quality assurance programs, including the I-Clean program and MQSA.• Training floor porters.• Follow up of communication to the team, to be in the know daily, about Department and Hotel activities.• To foster an atmosphere of motivation and team work in the Housekeeping Porters team leading by example.• A positive attitude.• Willingness to learn & develop professionally.• Demonstration of professionalism & knowledge of general business principle.• Demonstrable initiative.• Personal responsibility & attention to detail.• Diligence, seeing things through to completion.• Takes responsibility for porter’s team performance.• Fair and courteous behaviour to all.• Understanding of the organizational value of sharing knowledge.• Maintenance of effective departmental practices to maintain quality standards, including the I-Clean program, maintaining and improving our guest’s experience, as tracked by our HeartBeat scores.• Maintenance of impeccable personal grooming as a representative worthy of the hotel.• Sustained personal drive for excellence.• To train and support responsible business.• Takes responsibility to help driving the department goals and share with the team achievements of targets.
As Senior Porter you will report to the Senior Housekeeper.To achieve high quality on standard throughout the Department.
QUALIFICATIONS AND REQUIREMENTS
• Excellent command of English, oral and written• Exc. computer skills, good command of Word/Excel• Previous experience within busy housekeeping department, 4/5 star environment
WHAT WE NEED FROM YOU
• A genuine desire to consistently create an engaging and luxury atmosphere for all of our guests at every opportunity and interaction with them.• An engaging and naturally confident personality that seeks to interact with guests and other associates• The ability to manage conflict, handle and receive negative feedback and at all times being able to maintain a friendly, empathetic demeanor during this high pressure touch points• The ability to lead and inspire others, you are a key component to owning the guest’s arrival and departure experience and as a result in your strive for perfection to do this you will need to be prepared to identify and address shortfalls in executing this and make changes to improve it • The ability to remain focused and committed when timelines, deadlines and priorities change – as we are in the people business the best laid plans will always change and you will need to be able to think on your feet and adapt accordingly • The ability to demonstrate True Hospitality at every opportunity and fulfil the role as an InterContinental Brand Ambassador.• To be an effective, efficient and confident communicator across all departments and at any level – we see you as a Housekeeping champion, therefore you have to be able to drive and communicate your passion to anyone, you want an exceptional guest experience and you have to make this known!• The ability to work as part of a team, hands on, across departments, in other areas and with an approach that you are happy to get involved to get things done • The ability to demonstrate an approachable open and friendly demeanor at all times, remaining calm under pressure and with the skillset and ability to proactively troubleshoot and offer solutions when necessary, recognizing when to escalate if required.• To have an open book approach, knowledge is power and it is important that you believe in sharing all of your gathered information and experience across the business so that all of us can benefit from it in order to deliver and to drive an exception guest experience • Without a doubt you are a motivated, confident, engaged, enthusiastic self-starter passionate about what you do!HOW DO I DELIVER THIS?We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests • True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest needsTrue Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner