Job Purpose

• Responsible to collect, deliver and transport guests around the property and to external destinations safely, throughout their stay in the hotel, ensuring that the customers’ experiences remain exceptional, personalized, and worth remembering

Key Performance Areas

Prepared Workstation

• Conduct inspections and identify any issues with regards own workstation appearance/ functioning of vehicle and systems 
• Check overall cleanliness of vehicles, parking areas and general Porte cochere area 
• Check fuel levels and ensure car is ready to transport guests
• Review the arrival and VIP lists daily and understands special requirements
• Be familiar with the hotel and resort facilities, promotions and activities
• Be aware and investigate directions for any new or unfamiliar destinations to which guests will be travelling
• Co-ordinate the scheduling of maintenance of vehicles when necessary

Transporting services

• Greet all guests when they enter the vehicle; and assist disabled guests as necessary. 
• Transport guests safely to any destination in accordance with hotel policies and rules. 
• Plan routes to destination
• Co-ordinate and park vehicles of visiting guests and residents 
• Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property. 
• Log transport to external destinations and file necessary documentation

Raise charges  

• Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination
• May be required to collect and deliver other items as requested by management

Customer Engagement

• Be present at the porte cochere and maintain proper decorum at all times. 
• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them, and ensuring respect at all times
• Interact with guests and provide professional service standards and solutions to questions and enquiries
• Identifies customers and understand their preferences
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary
• Explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and Porte cochere if required

Requirements
Education

• Grade 12

Experience

• Experience as a driver
• Experience in a customer service environment is an advantage
• Public Drivers Permit (PDP)
• Valid Driver’s License Code 10 with a clean driving record

Minimum job- related requirements

• Ability to work shifts that meet operational requirements (including weekends, public holidays and shifts)
• Physically able to stand, drive and lift luggage as per job requirements 
• Have an open attitude to perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Skills and Knowledge

• Core behavioural competencies
• Dealing with Customers
• Problem solving
• Checking
• Collecting information
• Verbally informing
• Team Co-operations
• Patience
• Friendly, presentable individual
• Emotionally stable
• Able to work under pressure

Technical / proficiency competencies

• Hotel Product Knowledge (facilities and activities)
• Knowledge of the area and important landmarks in the area
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera
• Read directions / map
• Make use of a GPS device

Driving skills

• Scope and limits of the job
• Provide a service to guests visiting the business unit, as well as internal departments