The Falcon, Castle Ashby
Night Porter
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At The Falcon, we strongly believe that our Family members are the key to our success, after all, our Family are the ones who deliver the promises that we make to both our customers and each other in our Guest and Family Charters. We all work as a team, with an understanding of what is expected from each of us and your job description provides the foundations for that. We do of course need to be flexible too so we can adapt as needed, after all, that is what working as a team is all about.
Your Primary Purpose
The Night Porter role exists to ensure that all inhouse guests are looked after outside of daytime Receptionist working hours. This role ensures the health and safety of our guests and provides exceptional service to ensure requests are met and expectations are surpassed.
Your Key Responsibilities
Your key responsibilities in your role are:
- To assist guests with any overnight requests in a timely and efficient manner
- Ensure late arrivals and early departures are checked-in and out to the hotel standards, and to assist with rooming and luggage where necessary
- To provide the highest level of customer service at all times to ensure a positive guest experience
- Deal with any complaints that arise during the night, find suitable solutions according to policies and procedures set or escalate them to the management team to be dealt with the following day
- Complete regular security walks during shift to ensure all Health and Safety procedures are met
- Dust, hoover and mop all public areas (Reception, Lobby, East Wing and Eyas)
- Ensure fire evacuation procedures are followed and fire panel controls are fully understood in case of an alarm sounding overnight
- Update and send the daily report to all HODs and relevant team members on a daily basis
- Ensure that the lobby and public areas are well presented at all times
- Assist with any tasks set by the day team to ensure the smooth running of the department
- Support other departments during quiet periods in the reception area such as set up and clear down in the food and beverage area
- Assist with set up of event spaces when required
- Provide and receive a detailed handover to the oncoming/outgoing shift to ensure any important information is shared
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Your Behaviours, Competencies and Values
Our values underpin everything that we do, they shape our culture and help us to focus on our attitude and behaviours and inspire us to be the best version of ourselves, both individually and as a team. Success in your role also means:
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- Flexibility & Achieving Change: Adapt to shifting priorities and respond to the needs of the business and guests
- Guest Focus: each action you make will be with the guest experience in mind
- Attention to Detail: Follow procedures closely and pay attention to detail in everything you do
- Collaboration & Teamwork: Earn trust and credibility by completing your own share of the teams’ work
- Continuous Quality and Performance Improvement: Establish personal standards for the quality of your own work by applying ‘best practices’
- Problem Solving: Gather appropriate information and identify the cause of the problem before taking action or escalating the issue
Your Professional Skills and Experience
Your professional skills and experience will include:
- Excellent communication skills
- Experience using MS Office (specifically Outlook, Word and Excel)
- Experience working in a 4 or 5 star hotel environment
- Experience working nights previously
Your Education and Qualifications
The level of education and qualifications required for this role are:
Essential:
- GCSEs in Maths and English at C or above (or equivalent)
- Hospitality or customer service qualification
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