Porter (Eastern Cape) needed at Sun International

Description
Main Purpose of the Job

• Responsible to provide exceptional, personalised luggage and customer service to guests on arrival and throughout their stay in the hotel to ensure that their stay is worth remembering.

Work Condition & Special Requirements

• Ability to work shifts that meet operational requirements.
• Physically able to move around, and stand for extended periods of time
• Have an open attitude perform similar functions to those contained in this document, in alternative outlets due to operational requirements

Key Performance Areas

Prepared Environment

• Identify issues with regards the floor appearance/ functioning of equipment and systems
• Check overall cleanliness of the front of house areas
• Review the arrival and VIP lists daily and understands special requirements
• Assist in preparing and distributing welcome / VIP amenities.
• Be familiar with the hotel and resort facilities, promotions and activities 

Delivered Laggage Services

• Collect guest luggage and equipment on arrival and take through to front desk
• Tag baggage items and return the identification slips to guests.
• Escort guests to their room, placing luggage in room assigned by front desk.
• Inspects guest room for order and adequate supplies and informs guests of room amenities
• Delivers faxes, messages, packages and flowers to guests rooms and other offices.
• Collect, tag and deliver group luggage.
• Assist guests with long term luggage storage requests by safely storing and providing ticketing for guest coats and personal items.
• Update and file any luggage documentation
• Transport departing guests’ luggage from the room to the lobby, then into a car or taxi after reconfirming with the guest.

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 on arrival and departure, 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
• Escort guests to their rooms, and explains and upsells hotel facilities, products, reward programme and current promotions
• Assist with answering the telephone at the concierge desk and porte cochere

Job Complexity

Know How

• Knowledge required involves the practical application of work procedures and processes
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences
• Manages one’s time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority;
• Considers all the facts, options and possible outcomes prior to making decisions;
• Works independently, and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Follows laid-down policies and procedures at all times, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Requirements

Education, experience, and competencies required.

• Grade 12
• Minimum of 2 years relevant experience in a customer facing position
• Dealing with Customers
• Problem Solving
• Verbally informing
• Collecting information
• Team Co-operations
• Hotel Product Knowledge (Facilities and activities)
• Luggage procedures
• English Verbal and Written Communication skills
• Basic PC skills
• Basic knowledge of Opera