The Cork International Hotel is now seeking applications for the role of a Night Porter. The ideal candidate will be able to provide a high level of customer service and also have the ability to deal with any guests' queries.
Scope of Work :
Under the direction of Front Office Manager, manage and co-ordinate Night Operations to provide efficient, prompt, courteous, trouble free and proactive service to guests; hence maximize rooms revenue and guest satisfaction. All work will be line with the hotels guidelines and business plan, the departmental business plan and service concepts
To provide a safe and secure hotel environment by safeguarding guests, employees and assets of hotel against fire and other hazards, to develop and maintain sound security methods and procedures in lines with hotel guidelines and hotels business plan.
To participate in partnership with the whole Cork International Hotel team in the development of the business, its ongoing success and the achievement of its customer service objectives
To respond to all guest's requests in a prompt efficient manner and follow-up to ensure the guest is satisfied.
To deal with any customer complaints as per the Service Recovery policy in the Standard Operating procedures, ensure supervisors or managers are made aware of the situation and ensure that guest complaints and issues are followed through and closed
To check guest satisfaction continuously throughout their stay
MAIN DUTIES AND RESPONSIBILITIES:
Is available to register, process, and greet guests promptly
Checks the daily arrival list
Welcomes guests to the hotel
Responds to guest's requests for information about the hotel and its surroundings
Arranges for special services requested by guests
Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
Arranges or delegates fulfilment of customer services by supplying limited services in the following areas: - Telephone services - Business Service Centre - Housekeeping - Reservations - Room Service
* Bar service
Prepares night audit reports as requested
Develops and maintains a working relationship with the local fire, police and government agencies
Patrols the hotel on regular basis and documents activities in accordance with safety and security policy
Process written reports involving security at the hotel by communicating hazards with department heads and taking appropriate action
Develops written procedure for handling any emergency that would require partial or complete evacuation of the hotel such as fire, armed robbery, severe injuries, power failure or bomb threats
Ensures that all hotel entrances and exits are locked and unlocked per hotel policy
Maintains hotel key management procedure and ensures that all keys are accountable and only authorized persons have access to keys
Closes the different outlets at closing time or liaising with the supervisors.
Ensures that all meeting rooms and conference rooms are secured to keep unauthorized individuals out of area and prevent theft.
Completes daily security log, including pertinent information from the shift.
Anticipates possible and probable hazards and conditions and either corrects them or act to prevent them from happening
Follows-up and verifies arrivals by updating registration cards in regard to spelling of guest's name, address and method of payment
Changes room rates and guest rooms if a discrepancy found and informs the morning management about the changes
Handles incoming guest room reservations
Handles reservations for guests with rental cars, restaurants, etc.
Is aware, at all times, of current room status and room availability
Is fully aware of Trigon Hotel Group service concepts
Is fully aware of, and knows how to handle, all current and future hotel promotions
Utilises yield management to maximise room revenue, and to fill the hotel to maximum occupancy while also proactive selling
Increases hotel revenue by promoting food and beverage alternatives within the hotel and managers upselling and proactive sales technique amongst the night team.
Familiar with the Owners and key stakeholders
Minimises loss of revenue by adhering to all established credit procedures
Insures all guests establish credit upon check-in
Receives proper approval codes for cash and credit card paying customers
Identifies and records special billing instructions and notifies accounting and Front Office Manager
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
Adheres to hotel policies regarding the use of cash banks
Communicates effectively with customers, colleagues, and supervisors
Demonstrates teamwork by co-operating and assisting colleagues as needed
Keeps effective key control
Ensures that guest mail and messages are delivered promptly
Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel's guests
Issues safety deposit boxes to guests upon request
Maintains a clean and tidy lobby, and performs light cleaning duties if required
Continually look at new ways to improve service standards and offerings at Trigon Hotel Group
To complete a weekly rota ensuring adequate coverage, effective holiday control and cost-effective wages in line with projected business.
Respond to guest comments and criticism in a constructive and positive manner, looking at as an opportunity to build guest count. Educate and empower team to act in a similar capacity.
Demonstrate and encourage all member of team to a high ethical standard always, adhering to standards laid out in the Company's handbook
Conduct regular communication with team and attend departmental communication meetings
Ensure team receive timely and meaningful performance reviews or job chats
Carry out team trainings on an ongoing basis
Collect and drop off guests to the airport (shuttle bus).
Benefits
* Competitive rate of pay
* Access to our Company Pension Scheme
* Death in Service Benefit
* Employee referral bonus
* Friends & Family discounts across our restaurants
* Special rates in our hotel accommodation
* Paid internal and external training days
* Access to Trained Mental Health First Aiders
* Team Member Social & Wellbeing Events
* Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
* Meals on Duty
* Assistance with Leap Cards