Reports to:
Night Porter
Night Manager, Front Office Manager and Assistant Manager on Duty
Main Purpose of the Job
Assist in the day-to-day operations of the Portering department including lobby services
and security functions, ensuring that standards are maintained in these areas, efficiency
evident and customer’s needs met.
Key Duties
Public Area Cleaning including conference facilities
Assist with guest luggage including Tour Group members luggage
Prepare and Deliver Room Service Orders as requested
Ensure messages and faxes are delivered with the utmost urgency.
Message boards updated daily and aware of function requirements.
Ensure the security of keys and public / back of house areas at all times by adherence
to security procedures. Report any suspicious persons or items to Supervisor
 All guest property in storage, long or short term, duly documented and cared for.
 When guest report lost property take all relevant information and pass on to
 Any other reasonable request as required by your Supervisor or Hotel Management.
Health & Safety
 Actively participate in safe work practices and procedures in the workplace, use
equipment safely.
 Fully understand departmental fire, evacuation and emergency procedures.
 Report/ record all accidents/incidents on the appropriate workplace register and
support injured employee rehabilitation.
 Report any health or safety hazards to your Supervisor.
 Wear protective clothing and equipment provided.
 Actively participate in Accor hotel environmental initiatives.
 Report all broken or damaged equipment to a Supervisor.
Customer Service
 Provide efficient, friendly and professional service to all guests, making all guests
experience positive.
 Take a positive problem solving approach with guest problems and concerns, call the
Manager on Duty if difficulties arise.
 Actively sell and promote, hotel facilities and services.
 Implement the Accor customer service vision to ‘offer the best service to our
General Duties
 Follow the standards and performance outlined during training and in the
departmental service procedures manual. Complete all tasks within the shift to these
 Suggest any improvements that could be made to existing services or procedures.
 Attend training programmes and meetings as directed to constantly improve skills
and knowledge.
 Follow the expectations and guidelines in the Accor Employee Handbooks/Hotel Factsheets.
 Do not divulge Hotel or guest information either during or after employment with the
hotel/ Accor.
Position (Frontline)
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