Porter at Minor Hotels

• Down-to-earth, innovative, reliable, and genuinely friendly — this is what NH stands for. We welcome business travellers, families, couples, and friends looking for a fresh getaway, and we pride ourselves on delivering exactly what our guests need, every time. If you believe great hospitality is about people as much as places, NH is where you belong. Always a pleasure.

KEY DUTIES AND RESPONSIBILITIES

• The Concierge provides personalised guest assistance at NH Hotel, Sandton, coordinating requests and offering accurate information to support a seamless stay. The following are the key responsibilities. Additional reasonable duties may be assigned by the Front Office Manager within the scope of the role, training and safe working practices.
• Welcome guests professionally, establish their needs and provide attentive, personalised assistance throughout their stay.
• Maintain up-to-date knowledge of hotel facilities, services, operating hours and events, and explain available options accurately.
• Provide informed recommendations on dining, shopping, attractions, entertainment and business services in Sandton and the surrounding Johannesburg area. Verify opening hours, availability and practical travel information before advising guests.
• Assist with restaurant reservations, tours, activities and event bookings through approved channels. Confirm dates, times, availability, prices, cancellation terms and any charges with the guest before committing to a booking.
• Coordinate airport transfers and other transport requests using hotel-approved providers. Confirm pick-up details, destination, timing and agreed charges, and communicate changes promptly.
• Record guest requests and arrangements accurately, monitor progress and follow up with guests and service providers to confirm completion. Provide clear handovers of outstanding requests to the next shift.
• Coordinate with Reception, Housekeeping, Food and Beverage, Security and other team members to fulfil guest requests and support smooth arrivals and departures.
• Assist with guest luggage, room escorts, messages, parcels and deliveries when required, coordinating support from available team members. Follow safe handling, identification, storage and release procedures.
• Anticipate guest preferences and special requests without making assumptions. Coordinate accessibility assistance and suitable service options respectfully, seeking guidance where needed.
• Listen to guest concerns, take appropriate action within delegated authority and escalate unresolved complaints to the designated supervisor. Follow up on the agreed response.
• Maintain professional working relationships with approved service providers. Offer impartial recommendations, disclose relevant charges and follow hotel rules on commissions, gifts and conflicts of interest.
• Protect guest privacy and confidential information. Share booking details only as needed through authorised channels, and never disclose room numbers or guest movements to unauthorised persons.
• Keep the Concierge work area, guest information and service records organised and current. Report equipment faults, maintenance needs and service issues promptly.
• Follow hotel procedures for lost property, payments and guest valuables. Do not accept unauthorised payments or make commitments beyond delegated authority.
• Remain alert to safety and security concerns, report suspicious activity or hazards promptly and follow emergency procedures. Do not provide driving services unless separately authorised and appropriately qualified.
• Maintain professional grooming, uniform and communication standards, and work respectfully with fellow team members to deliver consistent guest service.

QUALIFICATIONS, EXPERIENCE AND ROLE REQUIREMENTS

• Previous experience in a Concierge, guest service or hospitality role is advantageous.
• Clear spoken communication in English and the ability to understand guest requests and safety instructions. Additional languages are advantageous.
• A courteous, service-focused approach, with good teamwork, attention to detail and respect for guest privacy.
• The ability to carry out the essential duties safely, including moving luggage and working on your feet, with appropriate equipment, assistance or reasonable accommodation where required.
• Willingness to work rostered shifts, including weekends and public holidays, in accordance with agreed working arrangements.
• Ability to follow luggage-control procedures, keep basic records and use relevant hotel systems after training.