The Luxury Collection
Guest Arrival Expert - Luggage Porter
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Guest Arrival Expert - Luggage Porter
Job Number 26076629
Job Category
Rooms & Guest Services Operations
Location
101 Knightsbridge, London, England, United Kingdom, SW1X 7RN
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Schedule
Full Time
Located Remotely?
N
Position Type
Non-Management
Position Summary
Start Your Journey With Us
The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.
We would like to welcome you to The Park Tower Knightsbridge, A Luxury Collection Hotel, as our next Day Porter!
Role Summary
As a Day Porter at The Park Tower Knightsbridge, A Luxury Collection Hotel, you are the face of the hotel and are here to welcome and give a positive arrival and departure experience. It is your job to ensure that great memories are created for all our guests during their whole stay. While the guests will be spending their stay in and around the hotel, it is the personal interactions they will mostly remember and this is central to your role.
As a member of the Concierge team, you play a proactive role in welcoming guests and using the guest's name whenever possible. Collaboration with other departments is key to making the guests' stay as comfortable as possible.
Key Duties
- Excellent knowledge of the local area including attractions, transportation systems, theatre, tourist sites, sporting activities, shops, restaurants.
- Assisting with luggage on arrival and departure.
- Storing bags when required.
- Providing door coverage in the absence of the doorman.
- Valet parking guest vehicles.
Safety and Security
- Report work-related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Maintain awareness of undesirable persons on property premises.
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
Policies and Procedures
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Follow company and department policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
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Guest Satisfaction
- Have a full operational knowledge of all concierge services & procedures.
- Ensure that you and the whole concierge team, specifically luggage porters and doorman provide a warm welcome to all guests on their arrival.
- Assist guests with luggage on arrival & departure. Store and retrieve luggage as required & follow all procedures in relation to this task, including recording luggage deliveries & storage.
- Develops & supports a culture where staff will ‘go that extra mile’ for the customer and adopt a “can do” attitude.
- Respond to customer complaints in a positive manner, investigating shortfalls and proposing solutions; informing the Head Concierge/Duty Manager accordingly.
- Together with the Head Concierge review GSS, Mystery Shopper and AA results, producing service and product improvement plans to keep the department moving forward.
- Actively seeks customer feedback on a regular basis.
- Ensures team are rewarded for service excellence through immediate recognition & the Shine process.
- Takes a keen interest in and ensures that knowledge of events and local information is kept up-to-date.
Communication
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Attributes / Competencies
- Bend and lift loads of up to 35kg unassisted and following procedures.
- Push and pull trolleys of up to 180kg unassisted and following procedures.
- Carry and manipulate heavy loads during busy periods of times.
- Repetitive use of hands for grasping, lifting, pushing, pulling, and fine manipulation.
- Bend and stoop to grasp and lift objects keeping your back straight.
- Bend and twist neck and waist, reach above and below shoulder height.
- Environmental exposure to variable weather conditions.
- Stand and walk for extended periods of time up to 5 hours without a break and during shifts of 12 hours.
- Lengthy periods of standing work with computers and documents.
- Drive a wide range of cars in an out of the car parking for extended period of times.
- Keep the lobby and the forecourt of the hotel in a presentable condition during their shift (sweeping the area when it is necessary).
- Occasional working outdoors.
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Working With Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Comply with quality assurance expectations and standards.
Additional Responsibilities
- Perform other duties as business required and requested by management.
- Be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
- Respond to any changes in the department as dictated by the needs of the industry, company or hotel.
- Attend training and meetings as and when required.
Benefits
Enjoy a variety of benefits including meals in our Staff Restaurants to laundry and dry cleaning service, childcare, optical, and dental plans to name a few… last but not least, discover the world thanks to our discounted hotel rates when travelling and staying in one of our Marriott Properties.
Preferred Qualifications
- Education: High school diploma or G.E.D. equivalent.
- Related Work Experience: No related work experience.
- Supervisory Experience: No supervisory experience.
- License or Certification: None
Equal Opportunity Employer
At Marriott International, we are dedicated to being an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.
About The Luxury Collection
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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