Front Office & Guest Services (Hospitality & Tourism)
Location/ Place of work: VR Rotorua Lake Resort
Wage/Salary: $29.66 per hour
Job Type: Permanent Full Time
Hourly of work: Minimum 30 hours per week
REQUIREMENT:
At least three years of relevant experience
Candidates must show their eligibility to work in New Zealand
The role involves ensuring guests are warmly greeted and a tailor-made experience is delivered. We focus on being part of a collaborative team, delivering a high-end bespoke guest experience, whether it be assisting with luggage, delivering room service, selling and promoting in-house and external activities.
Manage a team of Porters and door staff and have duties to train and manage the discipline among porter and valet staff, organising the work schedule and shifts of the team, coordinating the daily requirements with other departments of the hotel, ensuring support to operations of the front desk and Housekeeping departments with an aim to provide excellent customer experience.
This role will also be responsible for assisting guests in making sure they have a pleasant stay in our Hotel. Their duties include answering guest questions about their facility, helping guests with their luggage to and from their vehicle and coordinating with other staff to ensure guest safety.
Duties and Responsibilities:
Ensuring and maintaining cleanliness, appearance and safety standards of facilities, especially entry, foyer and lobby.
Coordinate with his team and take guest luggage, tag each one and store them where available.
Manage performance and productivity of team of porters including rostering and time schedules.
Ensure the team is adequately resourced to ensure seamless customer service even during busy periods.
Involvement in recruiting of team members.
Training new recruits in team and make them job ready.
Assist guests and passengers, offering answers to questions and running their errands.
Ensure that travellers or guests staying at the hotel leave safely during an evacuation.
Assist front desk staff with answering calls and making any necessary transfers to the appropriate people.
Assist the customer service team to set up any upcoming events and update any signs.
Park guests' vehicles in some instances and retrieve them when the need arises.
Assist other employees by running their errands such as moving stock and delivering items when necessary.
Deliver mail, newspapers and messages to guests as needed.
Answer enquiries about local attractions and booking tours.
Book taxis and restaurants in coordination with the Front Desk Team.
Work may require carrying bags using staircase at busy times.
Handling certain reception duties, such as booking theatre tickets or making restaurant reservations.
Assisting the room service staff on busy days.
Maintaining safety of guests at all times.
Useful experience which would be helpful:
Any hospitality experience, such as working as a Hospitality Worker.
Work in the tourism industry, such as being a tour guide.
Hotel services and safety regulations.
Local area and tourist attractions.
Local restaurants and transport services information.
Physical requirements: Hotel porters should be fit, healthy and reasonably strong, as they may do some heavy lifting and spend long hours on their feet. They should also have a tidy appearance.
Personal requirements:
Friendly and helpful.
Polite and tactful.
Resourceful and reliable.
Organised, well-groomed and presentable.
Good at listening and communicating.
Able to work well as part of a team.
Apply within if this position is for you and send your CV with cover letter.
We thank you in advance for your interest. Please note that only shortlisted candidates will be contacted for interview.
Your application will include the following questions:
How many years' experience do you have as a Hotel Porter?
Do you have customer service experience?
Which of the following statements best describes your right to work in New Zealand?
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