Join our team at the Roe Park Resort, where you can be part of creating unforgettable experiences in one of Northern Ireland's top golf and spa resorts, nestled in the breathtaking Roe Valley Country Park.
Be a part of our commitment to providing guests with the perfect blend of luxury, tranquillity, and exceptional service.
We have an exciting opportunity for a Hotel Night Porter to join our team!
DEPARTMENT: General Hotel
REPORTS TO: C&E Operations Manager
PRIMARY OBJECTIVE OF POSITION:
To ensure that all guests receive a warm, memorable and personalised welcome to the Resort, ensuring that guests' requests are actioned. Complete administrative tasks accurately and within given deadlines. Be responsible for the security of the Resort and its guests overnight and to set meeting and banqueting rooms to agreed standard and to guests’ specification.
About The Role
TASKS, DUTIES AND RESPONSIBILITIES:
1. Maximises customer satisfaction by ensuring that the written details of all assigned meetings, conventions and banquets are arranged properly.
2. Meets and exceeds customer expectations by ensuring the department provides excellent customer care service.
3. Review daily events sheets and set up rooms according to the specific requirements.
4. Ensure good communication with all departments throughout the resort.
5. Ensure all regular and VIP guests are known and cared for accordingly.
6. Handle, follow up and communicate any comments or complaints to the Night Manager/Duty Manager.
7. Ensure that all tasks are completed on each shift and that a full and thorough handover takes place at the end of the shift.
8. Be fully conversant with handling reservation enquiries and be aware of all current offers.
9. Can operate the switchboard, credit card machines, hotel alarm systems and other front office systems.
10. Check-in late arrivals and check-out early departures in line with resort procedures.
11. Ensure that wake-up calls are made promptly.
12. Ensure you have a well-founded understanding of all Resort regulations.
13. Run a security check around the hotel regularly during the night.
14. Ensure all access to the resort is secured as required by hotel policy and procedures.
15. Perform any related security duties as needed overnight.
16. Record any unusual occurrences or problems arising to the Night Manager/Duty Manager and take appropriate action.
17. Assist in the set-up and breakdown of banquets, functions and conferences.
18. Take room service orders, prepare the food and drinks and deliver to guests.
19. Monitor Hotel Lobby area and ensure that guest requirements are being fulfilled.
20. Maintain a clean and tidy lobby and perform other cleaning duties when required.
21. Prepare night audit reports as requested.
SECURITY, HEALTH & SAFETY:
1. Maintain high confidentiality in regard to guest privacy.
2. Report any suspicious behaviour of guests and staff to Duty Manager/Night Manager.
3. Notify the Night Manager and Executive Housekeeper regarding any lost and found property.
4. Ensure that all potential and natural hazards are reported immediately, following the correct audit trail.
5. Anticipate possible and probable hazards and conditions and notify the Night Manager.
6. Fully understand the hotel's fire, emergency and bomb procedures.
7. Follow emergency procedures to provide for the security and safety of guests and employees.
8. Work in a safe manner that does not harm or injure self or others.
9. Support a safe hotel by applying hotel regulations and adhering to existing laws and regulations.
10. Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct.
MISCELLANEOUS:
1. Communicate effectively with guests, colleagues and supervisors.
2. Attend meetings and training required by the Night Manager.
3. Accept flexible work schedule necessary for uninterrupted service to the hotel guests.
4. Maintain own working area and materials clean, tidy and in good shape; report defective materials and equipment to the Night Manager.
5. Continuously seek to endeavour professionalism in own job.
Skills Needed:
Desired Criteria:
* Have experience dealing with customers face-to-face.
Required Criteria:
* Efficient IT Skills.
* Excellent customer care and communication skills.
* Excellent organisational skills with an eye for detail.
* Well motivated, conscientious and able to work on own initiative.
* Ability to undertake routine security and maintenance checks.
* Be able to work night shift from 10.30pm – 7am for 5 nights per week.
* Hands on approach to all areas within the hotel.
* 3 GCSE or equivalent grade A-C (which must include English Language & Maths).
* Must have 1 year’s previous experience in a similar position.
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