Porter
Application Deadline: 9 May 2025
Department: Escapade - Lifestyle
Employment Type: Permanent - Full Time
Location: Silverstone
Description
Our guests will be united by a passion for unique and engaging experiences and as such the Porter will provide a high-touch, tailored service. They are their “Go-To” for what is new or next at Escapade Silverstone, and the local area.
Whether they are helping get access to the track, tickets, VIP events or exclusive happenings within our community, they can always make meaningful and lifelong memories for our guests. They provide personalised support and take care of tasks that can consume valuable time and effort for busy individuals.
Finding bold, creative, and unique products and services, they are to be a key point of contact for the guests and owners and should not be afraid to challenge the status quo to achieve excellence.
Key Relationships
- Residence Owners
- Escapade Silverstone Guests
- Escapade Silverstone Management and Staff
- Silverstone Senior Management Team
Key Responsibilities
To create and implement a best-in-class and award-winning guest experience through:
- Guest Assistance: Greet guests upon arrival, assist with arrival and departure procedures, address guest enquiries and requests, and resolve complaints promptly and professionally.
- Guest Relations: Build strong relationships with guests, ensuring their needs are met and preferences are remembered for future visits. Foster a friendly and inviting atmosphere to accelerate a positive guest experience. Understand guests’ needs and provide them with personalised solutions by suggesting activities and facilities provided by Escapade, Silverstone.
- Personalised Recommendations: Offer personalised recommendations for track events, additional bookable circuit offers, places to visit in the area, and other points of interest based on guests' preferences. Organise immersive surprises and amenities for guests celebrating birthdays, anniversaries, or other significant occasions based on personalised touches.
- Reservations and Bookings: Arrange reservations for dining, transportation, spa treatments, and other services requested by guests. Coordinate with external service providers, when needed, to ensure seamless arrangements.
- Problem-solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction.
- Communication and Coordination: Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences.
- Upselling and Promotions: Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction.
- Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions, services, and contacts.
- Technology Utilisation: Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery.
- Sustainability: To promote, implement and act with the sustainability initiatives as directed by Escapade, Silverstone.
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
Performance Responsibilities
Our vision drives us, we live by our brand pillars, and we’re motivated to achieve industry-leading and award-winning results.
- Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure
- Our brand pillars – We’re the Ultimate Hosts who share our guests’ passions, we’re switched on to their needs, we make their stays effortless, they get our finest performance every time. We’re the Complete Connoisseur inspired by innovation, champions of excellence, we take pride in our presentation and our guests appreciate our constant quality. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody the brand values and guests know they’re in safe hands.
- Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We push boundaries, embrace the unexpected, and create unforgettable moments. We value sustainability and community and aim for a positive impact on both our natural environment and the people we serve.
Performance will be checked against the following:
- Guest and Owner Reputation
- Detailed objectives will be set through the Personal Development Review (PDR) process
You will be part of a team that shares common interests with our owners and guests, and we aren’t afraid to pursue our passions. When guests stay with us, we want them to be able to focus on what they enjoy – and our hosts must ensure each guest’s stay is as effortless as possible.
You will use your experience to generate and protect revenues, to implement procedures and controls to monitor costs and will be able to deliver a P&L which is on budget.
Skills, Knowledge and Expertise
- Experience in a 4-star or 5-star hotel or any other lifestyle/distinctive brand is desirable
- A strong, yet positive guest service style
- Organised and ability to work within the team or on their own
- Strong interpersonal skills
- A good command of the English language. Additional languages are advantageous
- Naturally maintains a neat and well-groomed appearance.
- Competent in using IT systems and software including Microsoft Office
- Full clean UK driving licence is desirable
