Night Porter

Role Overview

The Cork International Hotel is inviting applications for a Night Porter to support overnight hotel operations. The role focuses on delivering attentive guest service, answering queries, maintaining security, and ensuring the property runs smoothly through the night.

Reporting to the Front Office Manager, the Night Porter will coordinate night shift activities in line with hotel standards, the department plan, and the wider business plan. A strong emphasis is placed on guest satisfaction, prompt service, room revenue support, and a safe, secure environment for guests, employees, and hotel assets.

Key Accountabilities

• Oversee night operations to provide efficient, courteous, proactive service to guests.
• Support the hotel in protecting people and property from fire, hazards, and security risks.
• Work closely with the wider team to help achieve business goals and service standards.
• Respond quickly to guest requests and follow through until issues are resolved.
• Handle complaints in line with the hotel’s service recovery process and keep supervisors informed.
• Monitor guest satisfaction throughout the stay and take action where needed.

Main Duties

• Welcome, register, and process arriving guests in a timely manner.
• Review the daily arrivals list and greet guests on arrival.
• Answer questions about the hotel and the local area.
• Coordinate special guest requests and limited guest services, including telephone support, business services, housekeeping, reservations, room service, and bar service.
• Maintain and update the communication log book each shift.
• Prepare night audit reports when required.
• Build working relationships with local fire, police, and government authorities.
• Carry out regular patrols and document shift activity according to safety and security procedures.
• Report security concerns to department heads and take appropriate action.
• Help prepare and follow emergency procedures for situations such as fire, robbery, serious injury, power failure, or bomb threat.
• Ensure entrances, exits, meeting rooms, and conference rooms are secured according to policy.
• Manage key control and ensure keys are accessible only to authorised people.
• Close outlets at the end of service or coordinate closure with supervisors.
• Check and update room status, room availability, rates, registration details, and payment method information.
• Handle reservations, including arrangements related to rental cars, restaurants, and other guest needs.
• Apply yield and upselling practices to support room revenue and occupancy goals.
• Promote food and beverage options and support proactive sales efforts within the night team.
• Follow credit procedures carefully to reduce revenue loss and ensure correct approvals for cash and card payments.
• Record special billing instructions and share them with accounting and Front Office management.
• Complete shift closing accurately, including signatures and authorisation codes.
• Deliver guest mail and messages promptly, issue safety deposit boxes on request, and keep the lobby neat and presentable.
• Carry out light cleaning duties when needed.
• Prepare a weekly rota to ensure proper coverage, holiday control, and cost-effective labour scheduling.
• Support team communication, training, performance reviews, and regular departmental meetings.
• Collect and drop off guests at the airport using the shuttle bus.

Service Standards and Working Approach

• Maintain a strong guest-service mindset and deal with complaints constructively.
• Work collaboratively with colleagues and support teamwork across shifts.
• Keep up to date with hotel promotions, service concepts, and property facilities.
• Maintain professionalism and high ethical standards in line with company handbook guidance.
• Continuously look for ways to improve service quality and guest experience.

Benefits

• Competitive pay package.
• Company pension scheme.
• Death-in-service cover.
• Employee referral bonus.
• Discounts for friends and family in the company restaurants.
• Special accommodation rates at the hotel.
• Paid internal and external training days.
• Access to trained mental health first aiders.
• Social and wellbeing events for team members.
• Annual awards, service recognition, and monthly team member awards.
• Meals provided on duty.
• Assistance with Leap Cards.