Night Porter

Royal Society of Medicine; Greater London; On-site; GBP 12,000 - 18,000; Full time

Job summary

The Royal Society of Medicine's Domus Medica Club Hotel in London is seeking a friendly Night Porter to join the Front of House team. You will ensure a welcoming guest experience while maintaining safety and security during the night shifts.

This full-time role (40 hours a week, 4 days on/3 off, with nights) requires teamwork, attentiveness and a professional image as the first point of contact for guests, members and staff.

Qualifications

• Customer-facing role experience preferred.

Responsibilities

• Greet guests at reception and assist with check-in/check-out where required.
• Respond to guest inquiries and requests, and handle reservations/cancellations as needed.
• Maintain cleanliness and security of lobby, front-of-house areas and access points during night shifts.
• Operate entry control systems and monitor safety procedures and emergency protocols.
• Collaborate with team across departments to ensure smooth guest experiences.

Job description

This is a full-time, permanent position, working 40 hours per week on a shift basis (4 days on, 3 days off), including night shifts.

The Royal Society of Medicine (RSM) is one of the UK's leading providers of continuing learning in healthcare. As a registered charity and membership organisation, we bring together healthcare professionals to share knowledge, exchange ideas and advance learning across medical specialties.

Our vision is to bring people together across healthcare to debate, network and learn.

We are looking for a friendly, reliable and customer-focused Night Porter to join our Front of House team at Domus Medica, the RSM's Club Hotel. The successful candidate will play an important role in ensuring a welcoming guest experience while maintaining the safety and security of our premises throughout the night.

This is a customer facing position which requires the job holder to work as a team member committed to providing high quality service. First point of Contact for the RSM and reception to the Clubs hotel, Domus Medica. To provide night-time support for the safety and security of 1Wimpole Street and those on site. Exceptional warm and friendly welcome to the hotel.

Be the first point of contact for the RSM and reception to the Domus Medica Club Hotel.

Tasks & responsibilities

Person Responsibility

• Exceed expectations in guest services externally and internally.
• Lead by example, Smile and a Hands-on Approach.
• Acknowledge special occasions, wedding anniversaries, birthdays, milestone celebrations. Do what it takes to create happiness with enthusiasm and be yourself!
• Perform all duties and responsibilities in a timely and efficient manner in accordance with RSM established policies and procedures to achieve the overall objectives of the role of receptionist.

Responsibilities

• In person, on the telephone and via e-mail.
• Administering, responding and processing all reservations, cancellations and no-shows, in line with company policy.
• Performing check in, check out and reservation duties including the billing process accurately and efficiently and following up with No Shows within the time frame.
• Any statistical data as requested and shown.
• Dealing with guest complaints, comments and requests.
• First point of contact for any issues and resolve accordingly where possible

Contact Duty Manager if escalation needed.

• Fulfilling all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Assist in setup of Restaurant tables for Breakfast Offerings.
• Maintaining cleanliness of Lobby area, Bar & lounge areas, ensure cushions and seats are clean, tidy and presentable.
• Administrative tasks of Front of House to be completed.
• To be able to start and close a shift independently and ensure banking and ledger totals are correct.
• Maintain a professional image on duty, including a polite and courteous manner, cheerful disposition and punctuality.
• Operate entry control systems. Ensure all doors and windows are closed and door guards released; all unnecessary lighting turned off.
• Consistent security walks throughout the night, minimum of 3 walks to be performed.
• Undergo training to act/operate as Chief Fire Marshall on duty, as well as First Aider. You will be required to ensure safety of our guests, by ensuring evacuation procedures are followed in line with RSM policies.

We are a Team, and we depend on each other, our character is part of our service

• To assist our colleagues to achieve and exceed standards regardless of department.
• Establish and maintain effective relations with colleagues across all departments.
• To work as a team to constantly evaluate and improve our guest experiences.
• To support management by giving honest feedback to improve the welfare of our teams across all departments.
• Offer an excellent customer service to the guests reflecting the standards of the RSM.
• Greet guests with a smile and your fabulous personality.
• Recognise regular guests and preferences.
• Ensuring a pleasant visit to the RSM.
• Liaising with other departments, such as Food and Beverage regarding any requests.
• Operating the telephone switchboards including the transferring of calls and taking messages for all departments.
• As and when assist with postal deliveries / parcels etc.
• Checking Membership identity documentation as and when required.
• To direct event delegates to the meeting spaces.

Health & Safety

• To be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work.
• To report any defects in your department or anywhere in the building according to hotel procedures.
• To ensure that any accidents to colleagues or visitors are reported immediately and in accordance with RSM procedures.
• To ensure that your online training is completed in accordance to RSM time frames and requests.
• To be fully conversant with, Fire & Safety, Evacuation, Health & Safety and Employee Handbook.

General

• Display a professional image of RSM and Domus Medica Club Hotel by delivering our values at all times.
• Keep immediate management fully informed of challenges or unusual matters of significance whether internal or personal. (We are here to support and assist you).
• To attend all training course as and when required.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of the position of Receptionist/Guest Services.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.
• The description is not exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
• The ability to communicate and interact with people at all levels, both written and verbally.
• Ability to work under pressure
• Excellent attention to detail and accuracy
• The ability to work on own initiative as well as part of a team.
• The ability to work flexibly and adapt to a changing environment.
• Awareness of lone worker principles.
• Physically fit as extensive building checks to be made on a consistent basis.
• Ability to problem solve.
• Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests and members.
• Attend any meetings or training sessions/courses as required.
• Maintain a professional image on duty, including a polite and courteous manner, cheerful disposition and punctuality.

The post holder must always when conducting responsibilities and interacting with others:

• Uphold the RSM values. Specifically treating others with RESPECT, INVESTING in people to help them develop and grow, striving to continuously IMPROVE what we do by setting ourselves and others stretching objectives and measuring outcomes, LISTENING to colleagues, customers and COLLABORATING to achieve more new ideas, DELIVERING our intentions.
• Adhere to the Society’s Health and Safety regulations and ensure the safety of oneself and others engaged in the RSM premises and work by reporting hazards to a senior manager for address or taking actions (where possible) to remove safety hazards.
• Adhere to the Society’s GDPR regulations and only use data as required to undertake their role and handle it in an appropriate and confidential manner.

The RSM is committed to equal opportunities. Equal opportunities are provided to all applicants for roles without regard to race, religion, colour, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability or any other protected category.

The Society is committed to the safeguarding and fair processing of information received from candidates applying for opportunities within it and fully complies with the spirit and regulations of the GDPR. For a full statement about the type of data that the Society keeps about job applicants and the purposes for which it is kept, please visit our website by clicking on the following link: