Night Porter

Kew Green Hotels; Manchester; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading hotel chain in Manchester seeks a Night Porter to ensure exceptional service for guests during out-of-hours. Responsibilities include processing reservations, engaging with guests, and maintaining safety and cleanliness. Ideal candidates should have prior customer service experience and a passion for hospitality. Join our dynamic team and enjoy employee discounts and career development opportunities.

Benefits

Annual Conference Event and Awards

Career development opportunities

Employee discounts in hotels

50% off food and beverage

Qualifications

• Previous experience in a fast-paced, customer-facing role.
• Passion for outstanding customer service.
• Ability to anticipate guests' needs.

Responsibilities

• Ensure all guests experience outstanding service during out-of-hours.
• Engage and develop relationships with late check-in guests.
• Process reservations accurately.

Skills

Customer Service

Attention to Detail

Sales Mentality

MS Office

Job description

Overview

Our Night Porter are responsible for ensuring every guest receives a safe, outstanding experience during out-of-hours. This role reports directly to Night Manager and is part of a team based from our attractive hotel in Manchester, M1.

Night Porter duties include:

• Ensuring that all guests experience an outstanding level of service during out-of-hours
• Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
• Engage, build and develop relationships with late check-in guests, assessing their needs and flexing style and approach appropriately
• Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
• Demonstrating a sales mentality to selling bedroom, ME and FB including making recommendations for guests to upgrade, dine in the restaurant and upgrade to breakfast
• Responding to any guest complaints (hopefully these will be far and few between because of how incredible the service is you are delivering!) and finding ways to turnaround any negative feedback
• Processing telephone or walk-in reservations accurately

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at [e-mail].

Benefits

Our rewards package includes:

• Annual Conference Event and Awards
• Apprenticeships
• Robust career development opportunities and support for personal growth
• Attractive discounts across many major retailers, restaurants, and events
• Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide!
• 50% off food and beverage while you stay in our hotels
• 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice

What you’ll bring to the team

Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office.

At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact [e-mail] if you have any questions. We are committed to supporting any adjustments you may need.

Next steps

A member of the hotel team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail, and you can highlight your skills to us. If successful at this stage, you will meet Front Office Manager / Guest Relations Manager

Who are Kew Green Hotels?

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values. Please view our website for more details.

Join our Kew-Team today!