Housekeeping Porter

Montcalm Collection; Greater London; On-site; GBP 18,000 - 24,000; Full time

Job summary

Montcalm Collection is seeking a proactive Housekeeping Porter to support the housekeeping team by delivering linen, supplies, and equipment across guest rooms, public areas, and staff spaces. You will help maintain hygiene and presentation to ensure guest satisfaction.

You will work collaboratively, demonstrate strong time management, and uphold high standards of service, safety and professionalism in a fast-paced hospitality environment.

Qualifications

• Exceptional attention to detail and a commitment to maintaining high standards.
• Good communication and interpersonal skills.
• Excellent organizational and multitasking skills.
• Ability to work under pressure and meet tight deadlines.
• Flexibility to adapt to changing guest needs and preferences.
• Dedication to providing an exceptional guest experience.

Responsibilities

• Greet hotel guests with a warm welcome and smile.
• Assist the housekeeping team by delivering and collecting linen, supplies, and amenities throughout the property.
• Maintain and organize cleaning carts and equipment.
• Support the housekeeping team in room setups, ensuring rooms are prepared for special requests or events.
• Ensure all public areas and staff spaces are clean, tidy, and well-maintained.
• Vacuum carpets, sweep and mop floors, and maintain cleanliness of marble, wood, and other specialized surfaces.
• Ensure all furniture, fixtures, and equipment are in excellent condition and report any maintenance issues promptly.
• Provide courteous and professional service to guests, responding to inquiries with helpful and positive communication.

Skills

Guest Satisfaction

Guest Experience Quality

Attitude And Motivation

Time Keeping And Attendance

Appearance

Personal & Professional Development

Communication

Integrity

Interpersonal Skills and Teamwork

Motivating And Influencing Others

Orientation Towards Solutions

Decision Making

Time And Task Management

Adherence To Policies & Procedures

Adherence To Employee Handbook

Job description

At Montcalm Collection, we believe that timeless style
and genuine hospitality are more than just values, they’re a way of life. Our
people are the heart of our hotels: passionate individuals working together as
a team, united by an unwavering commitment to providing first-class personal
service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story, and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition, and their creativity, that shapes our future.

Join us, and become part of a culture that celebrates
individuality, nurtures potential, and upholds the very highest standards of
the art of hospitality.

SCOPE
& GENERAL PURPOSE

The Housekeeping Porter plays
a vital support role within the housekeeping department, ensuring the smooth
operation of cleaning and maintenance activities across guest rooms, public
areas, and staff spaces. This position is responsible for assisting the
housekeeping team by transporting linen and supplies, maintaining equipment,
and contributing to the overall cleanliness and presentation of the hotel. The
Housekeeping Porter also interacts with guests and other departments to deliver
exceptional service and uphold the hotel’s standards of hygiene, safety, and
guest satisfaction.

The role requires a proactive,
detail-oriented individual with strong organizational skills and a commitment
to excellence. By working collaboratively with the housekeeping team and
responding promptly to requests, the Housekeeping Porter helps create a welcoming
and comfortable environment for all guests.

The Housekeeping Porter
provides essential support to the housekeeping team by ensuring the smooth flow
of supplies, maintaining cleanliness in public and staff areas, and assisting
with room setups and turnovers. This role is key to delivering a high standard
of hygiene and comfort throughout the hotel, contributing directly to a
positive guest experience through efficient service and attention to detail.

COMPETENCIES

1. Guest Satisfaction

• Focuses
  on identifying and meeting customer's needs by paying attention to their
  preferences and makes sure customers have a memorable experience.
• Takes
  customers’ interests and complaints seriously.
• Delivers
  prompt, efficient and personalised service; shows empathy and understanding for
  customers’ views and attitudes.
• Uses
  proactive approach in maintaining relationships with customers by recognition,
  use of name, polite conversations.

2. Guest Experience Quality

• Proactively seeks customers’ feedback with intention
  to improve service.
• Reflects on service in their own area of
  responsibility, reports service flaws to the manager on duty, suggests service
  improvements and ideas.
• Attends
  service trainings and other trainings intended to improve service.
• Ensures
  professional, high quality work standards are met.
• Uses
  feedback constructively to learn and improve.

3. Attitude And Motivation

• Has a
  positive, collaborative, solutions-oriented attitude.
• Has an
  ability to motivate oneself and seeks for support by the manager, colleague, or
  other supportive relationship on occasions when that ability is diminished.
• Seeks for
  advice or different perspective in order to manage situations outside of their
  immediate control.

4. Time Keeping and Attendance

• Demonstrates
  punctuality and good time management by observing agreed start and end times
  and lunch breaks.
• Offers
  flexibility when business needs require rota changes.
• Gives
  sufficient notice for sickness and other absences, and lateness.
• Arrives
  to work earlier to change and / or prepare to start their duties at agreed
  time.

5. Appearance

• Familiarises
  themselves with grooming policy and presents themselves at work appropriately.
• Follows
  the dress code and makes every effort to keep high personal hygiene standards.

6. Personal & Professional Development

• Completes
  all trainings assigned by the company and their manager, makes an effort to
  improve based on feedback gathered during annual reviews, probation assessment,
  and check-in conversations with the manager.
• Proactively
  seeks feedback and takes it as an opportunity to learn; identifies
  opportunities to improve via training interventions, leads their own
  development plan when one is present.

7. Communication

• Communicates
  eloquently with guests, team members and stakeholders.
• Encourages communication throughout the
  organisation.
• Shares
  information with others clearly and respectfully.
• Listens
  to others sympathetically and takes feelings and views into consideration.
• Communicates
  awareness of strengths and weaknesses and admits to mistakes.
• Maintains
  relationships with people at all levels in the organisation; gives improvement
  feedback when appropriate.

8. Integrity

• Acts
  consistently in accordance with their own values and those of company:
  belonging, sensitivity, wellbeing, changemaking, sustainability.
• Models
  high standards of behaviour for others through one's own actions; maintains
  confidentiality and upholds agreements made with others.
• Able
  to relate to people from different cultures; maintains a balance between work
  and personal life so neither affects the other negatively.

9. Interpersonal Skills and Teamwork

• Understands
  and appreciates diverse cultural nuances.
• Tries
  to adjust to different cultures and ways of working.
• Behaves
  politely and respectfully and is able to work efficiently in a team.
• Quickly
  builds rapport with others.
• Support
  colleagues and managers through challenging periods.
• Shows
  tolerance and consideration for others' viewpoints.
• Respects
  people from other cultural backgrounds and takes care to employ curiosity and
  courtesy in ambiguous situations.

10. Motivating And Influencing Others

• Creates
  a climate of teamwork by encouraging harmony, co-operation and communication.
• Cares
  for others’ well-being; inspires a positive attitude to work among colleagues.

11. Orientation Towards Solutions

• Takes
  ownership of finding the best solution for the challenge in their area of
  responsibilities.
• Considers
  different approaches to finding solutions.
• Consults
  their manager or a specialist to ensure solution has a positive impact.
• Shares
  the learning with the team and their manager and communicates effectively to
  ensure future problems of the same nature are prevented.
• Observes
  their workflow and suggests improvements and ideas.
• Uses
  technology effectively to increase effectiveness and quality of their work.
• Shows
  awareness for one's own strengths and weaknesses.
• Willing
  to adjust to uncertain conditions.
• Accepts
  new ideas and supports change initiatives.
• Open
  to new information and willing to learn new techniques.
• Maintains
  stable performance in changing circumstances.

13. Decision Making

• Contributes
  to decision making by providing accurate and sufficient information.
• Makes
  their own decisions quickly and with respect to guests and colleagues.
• Makes
  rational judgements on the basis of all available information.

14. Time And Task Management

• Completes
  tasks on time.
• Structures
  work activities in an efficient way.
• Respects
  and follows company policies.
• Shows organisational
  commitment.
• Ensures
  safety at the workplace.

15. Adherence To Policies & Procedures

• Adheres to and communicates the company policies and
  procedures to team members, and role-models adherence to set a positive
  example.
• Applies a consistent and fair approach when
  actioning policy and procedures to ensure credibility in delivery and
  efficiency across the organisation.
• Identifies potential risks in the hotel and brings
  to manager’s attention.

16. Adherence To Employee Handbook

• Demonstrates consistent adherence to Employee
  Handbook to help employee culture and build trust and credibility with peers
  and management team.

KEY
RESPONSIBILIES

• Greet hotel guests
  with a warm welcome and smile.
• Assist
  the housekeeping team by delivering and collecting linen, supplies, and
  amenities throughout the property.
• Maintain
  and organize cleaning carts and equipment.
• Support
  the housekeeping team in room setups, ensuring rooms are prepared for special
  requests or events.
• Ensure
  all public areas and staff spaces are clean, tidy, and well-maintained.
• Vacuum carpets, sweep and mop floors, and
  maintain cleanliness of marble, wood, and other specialized surfaces.
• Ensure all furniture, fixtures, and equipment
  are in excellent condition and report any maintenance issues promptly.
• Provide courteous and professional service to
  guests, responding to inquiries with helpful and positive communication.
• Assist
  housekeeping staff with room turnovers and general cleaning tasks when
  necessary.
• Respond
  promptly to housekeeping supervisors’ or management’s requests.
• Follow all health and safety regulations and
  guidelines, including the proper handling and disposal of waste.
• Use cleaning chemicals safely and effectively,
  in accordance with hotel protocols and training.
• Ensure that all cleaning equipment is
  maintained and used in a safe and efficient manner.
• Assist with deep cleaning projects and other
  special tasks as assigned by the housekeeping supervisor.
• Any lost property found in the public areas must be
  handed in to the supervisor.
• Participate in regular training sessions to
  stay updated on hotel standards and best practices in hygiene and safety.
• Work closely with the housekeeping team and
  other hotel departments to coordinate efforts and provide seamless service.
• Carry
  out additional duties as assigned by the Housekeeping Supervisor.

This job description sets out the main
responsibilities related to the role at Montcalm Collection. It is not intended
to be exhaustive, and duties may be varied from time to time as required by
management to meet the needs of the business.

SKILLS
& QUALIFICATIONS

• Exceptional attention to detail and a commitment
  to maintaining high standards.
• Good communication and interpersonal skills.
• Excellent organizational and multitasking
  skills.
• Ability to work under pressure and meet tight
  deadlines.
• Flexibility to adapt to changing guest needs and
  preferences.
• Dedication to providing an exceptional guest
  experience.

WORKING CONDITIONS

• Flexibility to work shifts, including weekends,
  holidays, and evenings, as required.
• Ability to work in a fast-paced, high-pressure
  environment.
• Physical demands such as being on the feet for
  long periods of time and manual handling.
• Must be able to lift up to 25 pounds and perform
  physical tasks related to housekeeping duties.