Job Description

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 andguests
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

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.

About Accor

We are Accor

We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.

We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.

Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.

Industry

Travel & Hospitality

Company Size

10,000+ employees

Headquarters

Issy-les-Moulineaux, FR

Year Founded

Unknown

Website

accor.com

Social Media

Floor Porter

Job Description

Qualifications

About Accor