JOB DESCRIPTION Position 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 housekeeping. 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 customers’. 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 standards. 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) 09/03/16 1