Floor Porter

The Raffles London

Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.

RESPONSIBILITIES

Operation

• To act as a team player, providing effective day to day communication with colleagues and guests
• To ensure service areas/ guest corridors and back of house stairs are kept clean and tidy at all times
• To perform routine/ spring cleaning, delivering a service to consistently meet and exceed guest expectations
• To ensure all storage areas within department are maintained to a consistent high standard
• To drive innovation, identify and resolve issues to improve housekeeping standards
• To anticipate guest needs to exceed expectations and effectively manage difficult service situations
• To adopt a “one team” approach with Floor Housekeepers and Room Attendants
• To carry out room moves, furniture arrangements and set ups as requested
• To ensure store rooms are clean, free of rubbish and neatly presented and the stock lists are updated
• To take ownership of the master key, dect phone and device, following the sign in/out procedure
• To ensure that House Porter equipment is safe to use, operated  and stored correctly
• To action all reasonable requests from Housekeepers, Room Attendants and guests in a timely fashion
• To carry out spring cleaning duties as directed by the Junior/Floor Housekeeper
• To assist in implementation and monitoring of PPM of bedrooms and public areas
• To assist with interviewing, hiring, induction & succession planning of House Porter team
• To be flexible in your working hours in line with business requirements
• To follow the lost property procedure
• To work closely with the Head Linen Porter to meet business requirements and create and efficient workforce
• To manage and monitor collection and delivery of guest laundry as per Knowcross requests from guest rooms following the valet procedure
• To carry out regular checks on House Porter daily tasks ensuring they meet The Raffles/AA standards
• To carry out regular floor walks of public areas
• Additional responsibilities in absence of line manager or senior employee.
• To be flexible in your working hours, in-line with business requirements and evening shifts
• Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.

Leadership

• To be well groomed and wearing a clean uniform at all times
• To ensure correct dress code & grooming of team members
• To observe and train the House Porter team on DND policy when delivering guest work to rooms
• To ensure that the House Porter team follow closed door policy at all times
• To accept and distribute incoming deliveries according to SOP
• To respond to guest requests in a timely manner according to LQA standards and The Raffles standards
• To respect guest privacy by being quiet and respectful in the corridors and the service space
• To monitor and evaluate the House Porter team performance through regular reviews
• To use the chemicals according to the training  / COSSH
• To monitor House Porter team to ensure guests receive prompt, courteous and intuitive service

QUALIFICATIONS, SKILLS & EXPERIENCE

Essential

• Ability to communicate clearly and efficiently in English.
• Recent experience within in 5-star hotels or a similar role
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
• To provide exceptional service for the guests with attention to details.
• Able to work within a team
• Ability to multitask and remain calm under pressure
• To be detail-oriented

Desirable

• An understanding of the luxury sector.
• A passion for hospitality.

Note

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements.  Such changes will be discussed with the jobholder and the job description amended accordingly.

Further requirements/responsibilities can be found in the employee handbook.