At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

 Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences for our guests.

 While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

 Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

 ROLE OVERVIEW

 The Night Porter works closely with the Concierge and Front Office Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

 The Night Porter exhibit meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery during the stay.

 The Night Porter is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth.

 COMPETENCIES

 1.     Guest Satisfaction

·    Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.

·       Takes customers’ interests and complaints seriously.

·       Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.

·       Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

 2.     Guest Experience Quality

·       Proactively seeks customers’ feedback with intention to improve service.

·       Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.

·       Attends service trainings and other trainings intended to improve service.

·       Ensures professional, high quality work standards are met.

·       Uses feedback constructively to learn and improve.

 3.     Attitude And Motivation

·       Has a positive, collaborative, solutions-oriented attitude.

·       Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.

·       Seeks for advice or different perspective in order to manage situations outside of their immediate control.

 4.     Time Keeping And Attendance

·       Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.

·       Offers flexibility when business needs require rota changes.

·       Gives sufficient notice for sickness and other absences, and lateness.

·       Arrives to work earlier to change and / or prepare to start their duties at agreed time.

 5.     Appearance

·       Familiarises themselves with grooming policy and presents themselves at work appropriately.

·       Follows the dress code and makes every effort to keep high personal hygiene standards.

 6.     Personal & Professional Development

·       Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.

·       Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

 7.     Communication

·       Communicates eloquently with guests, team members and stakeholders.

·       Encourages communication throughout the organisation.

·       Shares information with others clearly and respectfully.

·       Listens to others sympathetically and takes feelings and views into consideration.

·       Communicates awareness of strengths and weaknesses and admits to mistakes.

·       Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.

 8.     Integrity

·       Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.

·       Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.

·       Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

 9.     Interpersonal Skills and Teamwork

·       Understands and appreciates diverse cultural nuances.

·       Tries to adjust to different cultures and ways of working.

·       Behaves politely and respectfully and can work efficiently in a team.

·       Quickly builds rapport with others.

·       Support colleagues and managers through challenging periods.

·       Shows tolerance and consideration for others' viewpoints.

·       Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

 10.  Motivating and Influencing Others

·       Creates a climate of teamwork by encouraging harmony, co-operation and communication.

·       Cares for others’ well-being; inspires a positive attitude to work among colleagues.

 11.  Orientation Towards Solutions

·       Takes ownership of finding the best solution for the challenge in their area of responsibilities.

·       Considers different approaches to finding solutions.

·       Consults their manager or a specialist to ensure solution has a positive impact.

·       Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.

·       Observes their workflow and suggests improvements and ideas.

·       Uses technology effectively to increase effectiveness and quality of their work.

 12.  Adaptability

·       Shows awareness for one's own strengths and weaknesses.

·       Willing to adjust to uncertain conditions.

·       Accepts new ideas and supports change initiatives.

·       Open to new information and willing to learn new techniques.

·       Maintains stable performance in changing circumstances.

 13.  Decision Making

·       Contributes to decision making by providing accurate and sufficient information.

·       Makes their own decisions quickly and with respect to guests and colleagues.

·       Makes rational judgements on the basis of all available information.

 14.  Time And Task Management

·       Manages time effectively.

·       Completes tasks on time.

·       Structures work activities in an efficient way.

·       Respects and follows company policies.

·       Shows organisational commitment.

·       Ensures safety at the workplace.

 15.  Adherence To Policies & Procedures

·       Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.

·       Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.

·       Identifies potential risks in the hotel and brings to manager’s attention.

 16.  Adherence To Employee Handbook

·       Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

·       Greet guests warmly upon arrival and assist with the unloading of luggage from vehicles.

·       Escort guests to their rooms while providing information about the hotel’s amenities and services.

·       Handle guest luggage with care and ensure it is delivered promptly to the correct rooms.

·       Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval.

·       Assist guests with storing luggage before check-in or after check-out.

·       Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.

·       Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently.

·       Be knowledgeable of in-house facilities and services and promote them in proactive manner.

·       Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area.

·       Assist guests with booking transportation, arranging local tours, or other concierge services.

·       Respond to guest inquiries and requests promptly and courteously.

·       Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly.

·       Report any guest preferences, special requests, or issues to the Head Concierge or relevant department.

·       Uphold the hotel’s standards of service excellence and professionalism in all interactions.

·       Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.

·       Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable at all times.

·       Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.

·       Adhere to health and safety regulations and security procedures in luggage handling.

·       Respond to emergency situations calmly and efficiently, following hotel protocols.

 This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

 SKILLS & QUALIFICATIONS

·       Minimum of 1 year of experience in a similar role is desired.

·       Excellent communication and interpersonal skills.

·       Exceptional customer service orientation with a commitment to exceeding guest expectations.

·       High attention to detail and commitment to a luxury quality service.

·       A friendly and approachable attitude with a genuine passion for hospitality.

·       Impeccable grooming and presentation standards.

·       Ability to work under pressure and handle challenging situations with grace.

·       Flexibility to adapt to changing guest needs and preferences.

·       Problem-solving skills with a focus on guest satisfaction.

·       Strong organisational skills and multitasking abilities.

·       Exceptional customer service skills with a passion for delivering a luxury guest experience.

·       High level of professionalism, discretion and integrity.

·       Fluency in multiple languages is a plus.

·       Hours, including weekends and bank holidays.

 At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

 Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team creates unforgettable experiences for our guests.

 While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.

 Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

 ROLE OVERVIEW

 The Night Porter works closely with the Concierge and Front Office Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

 The Night Porter exhibit meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery during the stay.

 The Night Porter is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth.

 COMPETENCIES

 1.     Guest Satisfaction

·    Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.

·       Takes customers’ interests and complaints seriously.

·       Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.

·       Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

 2.     Guest Experience Quality

·       Proactively seeks customers’ feedback with intention to improve service.

·       Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.

·       Attends service trainings and other trainings intended to improve service.

·       Ensures professional, high quality work standards are met.

·       Uses feedback constructively to learn and improve.

 3.     Attitude And Motivation

·       Has a positive, collaborative, solutions-oriented attitude.

·       Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.

·       Seeks for advice or different perspective in order to manage situations outside of their immediate control.

 4.     Time Keeping And Attendance

·       Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.

·       Offers flexibility when business needs require rota changes.

·       Gives sufficient notice for sickness and other absences, and lateness.

·       Arrives to work earlier to change and / or prepare to start their duties at agreed time.

 5.     Appearance

·       Familiarises themselves with grooming policy and presents themselves at work appropriately.

·       Follows the dress code and makes every effort to keep high personal hygiene standards.

 6.     Personal & Professional Development

·       Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.

·       Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

 7.     Communication

·       Communicates eloquently with guests, team members and stakeholders.

·       Encourages communication throughout the organisation.

·       Shares information with others clearly and respectfully.

·       Listens to others sympathetically and takes feelings and views into consideration.

·       Communicates awareness of strengths and weaknesses and admits to mistakes.

·       Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.

 8.     Integrity

·       Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.

·       Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.

·       Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

 9.     Interpersonal Skills and Teamwork

·       Understands and appreciates diverse cultural nuances.

·       Tries to adjust to different cultures and ways of working.

·       Behaves politely and respectfully and can work efficiently in a team.

·       Quickly builds rapport with others.

·       Support colleagues and managers through challenging periods.

·       Shows tolerance and consideration for others' viewpoints.

·       Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

 10.  Motivating and Influencing Others

·       Creates a climate of teamwork by encouraging harmony, co-operation and communication.

·       Cares for others’ well-being; inspires a positive attitude to work among colleagues.

 11.  Orientation Towards Solutions

·       Takes ownership of finding the best solution for the challenge in their area of responsibilities.

·       Considers different approaches to finding solutions.

·       Consults their manager or a specialist to ensure solution has a positive impact.

·       Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.

·       Observes their workflow and suggests improvements and ideas.

·       Uses technology effectively to increase effectiveness and quality of their work.

 12.  Adaptability

·       Shows awareness for one's own strengths and weaknesses.

·       Willing to adjust to uncertain conditions.

·       Accepts new ideas and supports change initiatives.

·       Open to new information and willing to learn new techniques.

·       Maintains stable performance in changing circumstances.

 13.  Decision Making

·       Contributes to decision making by providing accurate and sufficient information.

·       Makes their own decisions quickly and with respect to guests and colleagues.

·       Makes rational judgements on the basis of all available information.

 14.  Time And Task Management

·       Manages time effectively.

·       Completes tasks on time.

·       Structures work activities in an efficient way.

·       Respects and follows company policies.

·       Shows organisational commitment.

·       Ensures safety at the workplace.

 15.  Adherence To Policies & Procedures

·       Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.

·       Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.

·       Identifies potential risks in the hotel and brings to manager’s attention.

 16.  Adherence To Employee Handbook

·       Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

·       Greet guests warmly upon arrival and assist with the unloading of luggage from vehicles.

·       Escort guests to their rooms while providing information about the hotel’s amenities and services.

·       Handle guest luggage with care and ensure it is delivered promptly to the correct rooms.

·       Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval.

·       Assist guests with storing luggage before check-in or after check-out.

·       Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.

·       Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently.

·       Be knowledgeable of in-house facilities and services and promote them in proactive manner.

·       Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area.

·       Assist guests with booking transportation, arranging local tours, or other concierge services.

·       Respond to guest inquiries and requests promptly and courteously.

·       Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly.

·       Report any guest preferences, special requests, or issues to the Head Concierge or relevant department.

·       Uphold the hotel’s standards of service excellence and professionalism in all interactions.

·       Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.

·       Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable at all times.

·       Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.

·       Adhere to health and safety regulations and security procedures in luggage handling.

·       Respond to emergency situations calmly and efficiently, following hotel protocols.

 This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

 SKILLS & QUALIFICATIONS

·       Minimum of 1 year of experience in a similar role is desired.

·       Excellent communication and interpersonal skills.

·       Exceptional customer service orientation with a commitment to exceeding guest expectations.

·       High attention to detail and commitment to a luxury quality service.

·       A friendly and approachable attitude with a genuine passion for hospitality.

·       Impeccable grooming and presentation standards.

·       Ability to work under pressure and handle challenging situations with grace.

·       Flexibility to adapt to changing guest needs and preferences.

·       Problem-solving skills with a focus on guest satisfaction.

·       Strong organisational skills and multitasking abilities.

·       Exceptional customer service skills with a passion for delivering a luxury guest experience.

·       High level of professionalism, discretion and integrity.

·       Fluency in multiple languages is a plus.

·       Hours, including weekends and bank holidays.