Housekeeping Porter

 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.

 SCOPE & GENERAL PURPOSE

 The Housekeeping Porter plays a vital support role within the housekeeping department, ensuring the smooth operation of cleaning and maintenance activities across guest rooms, public areas, and staff spaces. This position is responsible for assisting the housekeeping team by transporting linen and supplies, maintaining equipment, and contributing to the overall cleanliness and presentation of the hotel. The Housekeeping Porter also interacts with guests and other departments to deliver exceptional service and uphold the hotel’s standards of hygiene, safety, and guest satisfaction.

The role requires a proactive, detail-oriented individual with strong organizational skills and a commitment to excellence. By working collaboratively with the housekeeping team and responding promptly to requests, the Housekeeping Porter helps create a welcoming and comfortable environment for all guests.

The Housekeeping Porter provides essential support to the housekeeping team by ensuring the smooth flow of supplies, maintaining cleanliness in public and staff areas, and assisting with room setups and turnovers. This role is key to delivering a high standard of hygiene and comfort throughout the hotel, contributing directly to a positive guest experience through efficient service and attention to detail.

 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 is able to 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.

 KEY RESPONSIBILIES

 ·       Greet hotel guests with a warm welcome and smile.

·       Assist the housekeeping team by delivering and collecting linen, supplies, and amenities throughout the property.

·       Maintain and organize cleaning carts and equipment.

·       Support the housekeeping team in room setups, ensuring rooms are prepared for special requests or events.

·       Ensure all public areas and staff spaces are clean, tidy, and well-maintained.

·       Vacuum carpets, sweep and mop floors, and maintain cleanliness of marble, wood, and other specialized surfaces.

·       Ensure all furniture, fixtures, and equipment are in excellent condition and report any maintenance issues promptly.

·       Provide courteous and professional service to guests, responding to inquiries with helpful and positive communication.

·       Assist housekeeping staff with room turnovers and general cleaning tasks when necessary.

·       Respond promptly to housekeeping supervisors’ or management’s requests.

·       Follow all health and safety regulations and guidelines, including the proper handling and disposal of waste.

·       Use cleaning chemicals safely and effectively, in accordance with hotel protocols and training.

·       Ensure that all cleaning equipment is maintained and used in a safe and efficient manner.

·       Assist with deep cleaning projects and other special tasks as assigned by the housekeeping supervisor.

·       Any lost property found in the public areas must be handed in to the supervisor.

·       Participate in regular training sessions to stay updated on hotel standards and best practices in hygiene and safety.

·       Work closely with the housekeeping team and other hotel departments to coordinate efforts and provide seamless service.

·       Carry out additional duties as assigned by the Housekeeping Supervisor.

 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

 ·      Exceptional attention to detail and a commitment to maintaining high standards.

·       Good communication and interpersonal skills.

·       Excellent organizational and multitasking skills.

·       Ability to work under pressure and meet tight deadlines.

·       Flexibility to adapt to changing guest needs and preferences.

·       Dedication to providing an exceptional guest experience.

 WORKING CONDITIONS

 ·      Flexibility to work shifts, including weekends, holidays, and evenings, as required.

·       Ability to work in a fast-paced, high-pressure environment.

·       Physical demands such as being on the feet for long periods of time and manual handling.

·       Must be able to lift up to 25 pounds and perform physical tasks related to housekeeping duties.

 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.

 SCOPE & GENERAL PURPOSE

 The Housekeeping Porter plays a vital support role within the housekeeping department, ensuring the smooth operation of cleaning and maintenance activities across guest rooms, public areas, and staff spaces. This position is responsible for assisting the housekeeping team by transporting linen and supplies, maintaining equipment, and contributing to the overall cleanliness and presentation of the hotel. The Housekeeping Porter also interacts with guests and other departments to deliver exceptional service and uphold the hotel’s standards of hygiene, safety, and guest satisfaction.

The role requires a proactive, detail-oriented individual with strong organizational skills and a commitment to excellence. By working collaboratively with the housekeeping team and responding promptly to requests, the Housekeeping Porter helps create a welcoming and comfortable environment for all guests.

The Housekeeping Porter provides essential support to the housekeeping team by ensuring the smooth flow of supplies, maintaining cleanliness in public and staff areas, and assisting with room setups and turnovers. This role is key to delivering a high standard of hygiene and comfort throughout the hotel, contributing directly to a positive guest experience through efficient service and attention to detail.

 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 is able to 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.

 KEY RESPONSIBILIES

 ·       Greet hotel guests with a warm welcome and smile.

·       Assist the housekeeping team by delivering and collecting linen, supplies, and amenities throughout the property.

·       Maintain and organize cleaning carts and equipment.

·       Support the housekeeping team in room setups, ensuring rooms are prepared for special requests or events.

·       Ensure all public areas and staff spaces are clean, tidy, and well-maintained.

·       Vacuum carpets, sweep and mop floors, and maintain cleanliness of marble, wood, and other specialized surfaces.

·       Ensure all furniture, fixtures, and equipment are in excellent condition and report any maintenance issues promptly.

·       Provide courteous and professional service to guests, responding to inquiries with helpful and positive communication.

·       Assist housekeeping staff with room turnovers and general cleaning tasks when necessary.

·       Respond promptly to housekeeping supervisors’ or management’s requests.

·       Follow all health and safety regulations and guidelines, including the proper handling and disposal of waste.

·       Use cleaning chemicals safely and effectively, in accordance with hotel protocols and training.

·       Ensure that all cleaning equipment is maintained and used in a safe and efficient manner.

·       Assist with deep cleaning projects and other special tasks as assigned by the housekeeping supervisor.

·       Any lost property found in the public areas must be handed in to the supervisor.

·       Participate in regular training sessions to stay updated on hotel standards and best practices in hygiene and safety.

·       Work closely with the housekeeping team and other hotel departments to coordinate efforts and provide seamless service.

·       Carry out additional duties as assigned by the Housekeeping Supervisor.

 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

 ·      Exceptional attention to detail and a commitment to maintaining high standards.

·       Good communication and interpersonal skills.

·       Excellent organizational and multitasking skills.

·       Ability to work under pressure and meet tight deadlines.

·       Flexibility to adapt to changing guest needs and preferences.

·       Dedication to providing an exceptional guest experience.

 WORKING CONDITIONS

 ·      Flexibility to work shifts, including weekends, holidays, and evenings, as required.

·       Ability to work in a fast-paced, high-pressure environment.

·       Physical demands such as being on the feet for long periods of time and manual handling.

·       Must be able to lift up to 25 pounds and perform physical tasks related to housekeeping duties.