Front Desk Porter

**About Valhalla & SHG**

The Valhalla Hotel & Conference Centre is the largest and most unique full-service hotel in Northwestern Ontario. The Valhalla Hotel & Conference Centre is Thunder Bay’s premier hotel and conference destination, newly renovated and operated by Silver Hotel Group (SHG). SHG is a family-owned Canadian hotel management company, whose portfolio includes internationally branded full and select service hotels as well as independent and boutique hotels.

**What We Offer?**
- Exciting opportunities for career development and growth
- Work with like-minded team members who are passionate and keep things fun, every day
- Benefits including; Extended Health Care, Dental and Vision Care
- Retirement Saving -RRSP/RDSP and pension programs
- Exceptional You - Team Member Peer Recognition Program
- Annual Team Member Wellness Credit
- Team Member Travel Program - discounted rates at SHG hotels in Canada
- Flexible hours of work
- Free On site parking
- Be part of Silver Hotel Group’s culture of respect, appreciation, and fun
- Work in a fast-paced environment in an ever-evolving industry - it’s the place to be

**What this Job Entails**:
As a member of the Front Desk team the Porter / Bell Person provides hotel guests with a positive first and last impression, as well as providing them with exceptional service at every interaction. Key responsibilities include driving the hotel airport shuttle van, assisting guests with luggage, offering information about the hotel, making recommendations for things to do in the area and overall, ensuring each guest receives genuine, personalized and thoughtful service. Front Desk Porter / Bell Persons are focused on providing exceptional service and creating memorable experiences by making emotional connections with all guests.
- Greet and welcome all guests with a genuine smile, in a warm and courteous manner while consistently providing thoughtful hospitality;
- Meet guests on arrival at the airport in the hotel shuttle and provide shuttle service to the hotel on arrival and return to the airport on departure, including monitoring arrival times and meeting incoming flights
- Transport hotel guests in the company vehicle in a safe and comfortable manner. Obey all rules and regulations including but not limited to the Highway Traffic Act.
- Welcome guests into the hotel and provide assistance with luggage and baggage handling
- Provide an overview of hotel amenities, handle guest inquiries and provide information about hotel and city attractions;
- Maintain general cleanliness of the lobby and entrance area including sweeping up debris and keeping the area free of snow and ice.
- Understand luggage storage, lost and found procedures, security policies, dry cleaning deliveries
- Show guests to their rooms and be able to explain where things are located in the room i.e., switches for lamps, controls for heating and air conditioning, television channels, fire exits etc.
- Deliver and organize guest laundry.
- Deliver and pickup guest packages left in storage.
- Ensure the effective adherence to hotel standards and respond attentively, efficiently a to all requests;
- Actively seek feedback from guests, taking actions to be proactive or provide service recovery as required;
- Resolving guest concerns through service recovery and working collaboratively with fellow leaders and team members, to implement change when necessary;
- Assist with guest registration including but not limited to; inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, check in, check out etc.
- Demonstrate knowledge of hotel room categories, room rates, packages, promotions, hotel services, etc. and communicate to guests accordingly.
- Assist guests with check out, including but not limited to; ensuring rooms and services are correctly accounted for, processing credit and debit card payments
- Secure guests' valuables, process wake-up calls, store and retrieve luggage, investigate and resolve complaints and claims.
- Focus on creating exceptional experiences for our guests
- Passionate energetic personality with a team focused attitude
- Follow through on daily tasks and key responsibilities, driving a culture of teamwork and fun
- 1-2 years experience in a customer service role, hotel experience is an asset
- **Must hold a Class ‘G” Driver’s license and have a clean Driver's Abstract**:

- Experience with property management software an asset
- Passionate about delivering experiences that exceed guest expectations
- Computer use and cashiering skills required, experience with Hotel Property Manangement Systems such as Maestro or Opera an asset
- Detail oriented with the ability to prioritize, organize and multi-task
- Proven time management skills and ability to work under pressure;
- Moderate level of physical effort (can include activities such as perio