Full Time Night Porter 4 on 4 off

LHM Luxury Hotel Management Ltd; Falmouth (MA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in hospitality is seeking a dedicated Front of House team member to enhance guest experiences and maintain high standards of service. This role is vital for ensuring guest satisfaction and involves handling check-ins, managing billing, and maintaining a secure environment. The ideal candidate will possess strong communication skills and thrive in a fast-paced setting. With a focus on guest relations and operational excellence, this position offers an exciting opportunity to contribute to a welcoming atmosphere while enjoying various staff benefits. If you are passionate about hospitality and eager to make a difference, we would love to hear from you!

Benefits

Staff meals on duty

Onsite parking

Cycle to work scheme

Tech scheme

Discounted Food and Beverage

Discounted Spa and Beauty treatments

Referral scheme

Qualifications

• Previous experience in a customer-facing role is essential.
• Fluent written and verbal English is a must.

Responsibilities

• Provide effective check-in and check-out processes for guests.
• Ensure accuracy in guest billing and financial transactions.

Skills

Customer Service

Communication Skills

PC Literacy

Problem Solving

Education

Formal Hospitality Qualification

Tools

PMS Systems

EPOS Systems

Job description

This position, within our Front of House Team, is crucial to delivering exceptional hospitality to our guests and assist in maintaining a safe, secure and clean environment. The role requires the ability to communicate confidently with our guests and other staff, so excellent verbal and written skills are essential. This role includes manual handling.

You will be confident in dealing with guest requests and enjoy responsibility.

• Provide a welcoming and effective check-in process for late arrivals, and early check outs adhering to standard operating procedures.
• Ensure all telephone calls as answered quickly and as efficiently as possible.
• Responsible for ensuring the accuracy of guest billing, financial transactions and end of day banking.
• Cleaning and maintain the hotel standards of our reception and public spaces as well as keeping areas tidy and presentable.
• Overnight security, to ensure the hotel site is secure.
• An understanding of health and safety as well as the ability to keep calm in challenging circumstances.
• Deal with in-house guest requests, recording all feedback for seamless shift handovers.
• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.
• Report any maintenance issues and check that the work has been completed and feedback to the guest.
• You will need to be confident to work alone and have the ability to use your own initiative.

Key measurables

• Guest satisfaction scores
• Departmental Compliance H&S, GDPR and Legal compliance delivered as a pre-requisite.

Company Benefits

• Staff rates and Friends and Family rates
• Staff meals on duty
• Onsite parking
• Cycle to work scheme (salary sacrifice)
• Tech scheme (salary sacrifice)
• Discounted Food and Beverage off shift
• Discounted Spa and Beauty treatments
• Referral scheme

Experience, skills and qualifications

Essential

• Previous experience within a customer facing role.
• Strong communication skills
• Fluent written and verbal English
• PC literate
• Ability to commute to place of work
• Ability to work as a lone worker

Desirable

• 1 years’ experience within a hospitality setting
• Experience of independent 4- & 5-star properties
• Formal hospitality qualification
• Experience of KPI delivery
• Working knowledge of PMS and/or EPOS systems
• Employer loyalty
• First Aid Certificate

Person specification

• Guest focused
• Excellent attention to detail
• Calm under pressure
• Self-motivated
• Adaptable and resilient
• Able to think logically and problem solve
• Empathetic but robust
• Organised
• Natural communicator
• Ability to work alone.