Chateau Impney Hotel and Exhibition Centre

Night Porter

As the Night Porter of the Chateau Impney Hotel, part of the Greyfort Group, you will have the vision to be part of the team and become an inspired individual, providing exceptional customer service and experiences which constantly exceed expectations. The company offers a stylish setting for weddings and events with extensive conferencing and exhibition facilities, including the Regent centre, which is one of the largest exhibition spaces in the West Midlands.

Position in Organisation

Reports to: Night Manager

Responsible for: No direct reports

Key Responsibilities

Team leadership

  • Ensure you comply to the Chateau Impney experience – our customer service directive 
  • ensure team members understand customer needs and deliver the expected outcomes
  • Ensure you understand department needs and deliver the expected outcomes

Customer service

  • To welcome all guests to the Hotel in person or on the telephone in a polite, friendly and professional manner
  • Ensure you are familiar with hotel emergency procedures
  • Ensure you comply with the Chateau Impney experience – our customer service directive

Operational management

  • Ensure back of house and preparation areas are clean and tidy
  • Highlight any issues affecting the business operation of the hotel to your line manager
  • Control departmental payroll spending inline with budgets set by the General Manager
  • Ensure all arriving and departing guests are dealt with according to company policy
  • Take customer reservations for bedrooms and dining over the telephone and in person
  • Assist guests with information about the hotel, its services and the local area
  • Follow up all check ins no later than ten minutes with a check call to ensure guest satisfaction
  • Ensure all reservations are taken and input into the property management system according to company standard
  • Complete security checks throughout your shift in line with your departmental procedures
  • Ensure the adequate completion of all shift procedures whilst you are on duty including assisting with cleaning, meeting and banqueting room set ups and any other reasonable duties assigned to you 
  • To address with priority any issues which could impact on guest satisfaction
  • Inform Maintenance and the Duty Manager of any issues within guest rooms needing attention
  • Ensure all cash in your care is banked and handled according to company procedures
  • Ensure you are at all times polite, well presented and your uniform is clean, pressed and in adherence to company standards
  • Understand team strategies and objectives
  • Motivation to learn and constantly improve processes
  • Precise attention to detail

Relationship management

  • Develop and maintain collaborative relationships with key clients 
  • The people skills required to deal with challenging clients
  • Ability to communicate with employee and clients in a professional and courteous manner
  • Negotiate with others and resolve conflicts, particularly in sensitive situations

Health and safety

  • Ensure you are informed of and trained in safe practices and procedures in their specific areas of work
  • Ensure both front and back of house and preparation areas are maintained and clean
  • Ensure you are familiar with hotel emergency procedures
  • Use and store chemicals safely and according to relevant COSHH data sheets
  • Ensure you work in a manner that is always fully compliant with Health and safety legislation and hygiene protocols 

Essential Skills and Qualifications

  • Strong motivational and empowerment skills
  • Strong communication skills 
  • Flexible towards working hours including weekend and bank holidays

Essential attributes

  • Problem solving 
  • Flexibility
  • Takes initiative
  • Works well with all kinds of people
  • Remains calm under pressure
  • Well organised
  • Adaptable and flexible
  • A keen eye for detail 

Applications by CV and covering letter to Julie Bellerby, email address, hr@greyfort.co.uk

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