Night Porter

As a Night Porter at the Riverside Park Hotel, you will ensure every guest receives a warm, memorable, and personalised welcome, setting a positive tone for their stay. You will anticipate guest needs, respond with care, and complete tasks accurately and efficiently.

A key part of this role is maintaining the safety and security of the hotel overnight, supporting our breakfast team, and embodying our core values of Care, Always Doing Better, Energy & Drive, and Doing the Right Thing in everything you do. The working hours for this position are night shifts only starting at 10:30pm/11pm until 7:30am/8am.

Duties

• Live and embody the Riverside Park Hotel Values at all times.
• Demonstrate the hotel’s core competencies and commitment to continuous improvement.
• Provide a calm, professional manner with guests and colleagues.
• Oversee the safety and security of the building and our guests throughout the night.
• Work closely with the Conference & Events team to support event preparations and delivery.
• Serve drinks at the resident bar in line with licensing laws.
• Maintain excellent levels of cleanliness across all guest and public areas.
• Handle guest calls and support the reservations desk when required.
• Use accommodation software with accuracy and attention to detail.
• Stand for extended periods and work independently with initiative.
• Deliver exceptional customer service with care, respect, and professionalism.
• Keep all outdoor and indoor public areas clean, tidy, and welcoming.
• Prepare for the next day’s events including table setup, tidying, and general maintenance.
• Look after guests’ needs throughout the night with warmth and genuine hospitality.

Main Responsibilities

Guest Experience:

• Ensure all service provided is personal, memorable, and reflects our values.
• Anticipate guest needs and follow up on all requests.
• Build positive guest relationships by showing care, initiative, and attention.
• Promote hotel facilities and local attractions; assist guests with directions, bookings, and queries.
• Handle and document comments or complaints, escalating to management when needed.

Communication & Operations:

• Communicate effectively with all departments to support smooth hotel operations.
• Complete all tasks for each shift and ensure a thorough handover.
• Maintain a strong working knowledge of all hotel regulations and standards.
• Conduct regular security tours and report any irregularities to relevant managers.
• Ensure all hotel access points remain secure in line with hotel policy.
• Complete and distribute incident reports where required.
• Record all unusual occurrences and notify management appropriately.
• Keep guest areas, offices, and workspaces clean, tidy, and safe.
• Deliver wake‑up calls promptly.
• Stay fully aware of all daily and weekly hotel events.
• Serve guests at the resident night bar, ensuring correct billing and verification.
• Report faulty equipment or maintenance issues promptly.
• Adhere to licensing regulations at all times.
• Maintain high personal grooming standards and wear the correct uniform.
• Support a positive working environment and maintain strong relationships with all departments.
• Assist other departments as needed and carry out reasonable requests from management.
• Adapt work hours when required to maintain uninterrupted guest service.
• Attend meetings, training, and development sessions with enthusiasm and drive.

Health & Safety:

• Report all potential or actual hazards immediately.
• Be fully familiar with Fire, Emergency, and Bomb procedures.
• Attend all fire, health, safety, and security training.
• Ensure the safety of all guests, employees, and property at all times.
• Follow all laws, hotel regulations, and safety standards consistently doing the right thing even when no one is watching.
• Maintain general awareness of Health & Safety in all duties.
• Reuse and recycle where possible, supporting our commitment to responsible operations.