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The Valhalla Hotel & Conference Centre Thunder Bay is currently recruiting for a Front Desk Porter/Bell Person/Shuttle Driver. As a member of the Front Desk Department the primary responsibility of the Porter / Bell Person is to provide our 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.

Duties and Responsibilities

Reporting to the Director of Rooms, the Porter / Bell Person will:

  • Ensure the highest level of guest services by embracing SHG’s vision, mission and values;
  • Greet 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
  • Provide an overview of hotel amenities, handle guest inquiries and provide information about hotel and city attractions;
  • Responsible for the general tidiness of the lobby and lobby entrance;
  • Maintain general cleanliness of the 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.
  • Answer telephone inquiries, including booking, editing and cancelling reservations
  • Assist guests with check out, including but not limited to; ensuring rooms and services are correctly accounted for, processing credit and debit card payments etc.
  • Secure guests’ valuables, process wake-up calls, store and retrieve luggage, investigate and resolve complaints and claims.
  • Maintain a favourable working relationship with fellow team members in other areas of the Hotel
  • Following and adhering to policies surrounding guest privacy and security;
  • Understand and apply all hotel safety and security procedures as required to maintain a secure and safe work environment for associated and guests.
  • Understand and comply with all health and safety rules, regulations and laws. Report unsafe acts or hazardous conditions, report all workplace incidents/accidents or near misses, wearing all Personal Protective Equipment required, and participate in the fire safety plan;
  • Attend and participate in all staff meetings
  • Cooperate with all supporting departments to ensure a seamless experience for our guests, ensuring our vision of passionate people creating exceptional experiences is at the forefront of every interaction;
  • Perform any other duties as assigned by the Manager.

Job Requirements

Must be available to work a variety of shifts, including weekends and overnights. Hours of work will be scheduled based on business volumes/operational demands and will vary

  • Must be friendly, energetic, enthusiastic and self-motivated, with a professional appearance.
  • A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision.
  • Results oriented with the ability to be flexible and work well in a busy and demanding environment.
  • Computer literate in Word and Excel. Property Management System experience is an asset.
  • Experience working in a customer service role is an asset. Demonstrated exceptional guest/customer service skills with a passion for anticipating and exceeding guest expectations.
  • Computer use and cashiering skills required
  • Excellent communication skills
  • Must be detail oriented with the ability to prioritize, organize and multi-task
  • Wears a uniform and able to represent a defined and high grooming standard.
  • Proven time management skills and ability to work under pressure;
  • Thrives in a fast-paced environment
  • Class ‘G’ Driver’s License required
  • Available to work days, evenings, weekends and/or holidays as required,
  • Moderate level of physical effort.
  • Moderate level of mental effort.
  • High level of sensory attention: sight and hearing.
  • Overtime as required.
  • Standing and/or walking for prolonged periods
  • Moderate level of physical effort (can include activities such as periodic lifting up to 40 lbs.)

The company has implemented a COVID-19 Vaccine Policy which states that successful applicants are required to provide proof of full vaccination or proof of a documented exemption as part of the hiring process. Details of the policy will be discussed as part of the hiring process.

About Valhalla Hotel & Conference Centre Thunder Bay

The Valhalla Hotel is both the largest full-service hotel in Northwestern Ontario and the most unique. Located just minutes away from the Thunder Bay Airport and near to some of the city’s main attractions, The Valhalla Hotel is perfectly situated for any travelling to Thunder Bay.

With a wide array of accommodations ranging from Executive Suites to Family Rooms and even Pet-Friendly Rooms, the Hotel boasts 265 rooms meeting every traveler’s needs. The Hotel is slated to begin a full renovation in 2021.

About SHG

Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.

At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.

As we continue to grow, our mantra “You Matter” resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.

Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.

Help us build something exceptional! Successful candidates will be invited to a virtual interview!

The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process. Please contact Melissa Gillard at 1 800 964 1121.

The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.

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