Porter

Reference Number
SI-58
Description
Job Purpose

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.

Key Performance Areas

Prepared Work Environment

Identify issues with regards the workstation appearance/ functioning of equipment and systems
Check overall cleanliness of the porte cochere 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
Identify issues with regards the workstation appearance/ functioning of equipment and systems
Conduct inspections of vehicles and identify any issues to be addressed
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 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
Assist in preparing and distributing welcome / VIP amenities.
Be familiar with the hotel and resort facilities, promotions and activities
Transporting services 

Co-ordinate and park vehicles of visiting guests and residents 
Assist guests in storing their luggage in the vehicle and unloading them on arrival at the hotel or destination 
Report all accidents, injuries, unsafe working conditions and damage to hotel vehicles and related property. 
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 
Log transport to external destinations and file necessary documentation 
Raise charges 
May be required to collect and deliver other items as requested by management
Delivered Luggage 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 
Requirements
Education

Grade 12 preferred
Driver License with a PDP
Experience

Experience in a customer service environment is an advantage
Skills and Knowledge

Dealing with Customers
Problem solving
Checking
Collecting information
Verbally informing
Team Co-operations
Friendly presentable individual
Emotionally mature and able to work under pressure
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 and maps
Make use of a GPS device ** Driving skills
Equity

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

POPIA Act

Please note that when applying for any position, reference checks will be completed and personal information as defined in the Protection of Personal Information Act 4 of 2013 will be processed.  In applying for this position, applicants will be deemed to have consented to such processing as defined in the included Privacy Statement.
Please also note that if you have not been contacted within 1 month after the closing date of this advertisement, please accept that your application has been unsuccessful.