Porter

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About Rosewood Hotel Group

Rosewood Hotel Group aspires to be the ultimate leader in luxury lifestyle that creates desires and impact everyone’s lives. The group is comprised of five inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 44 hotels in 20 countries with nearly 30 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a very bespoke and personal approach to hospitality.

About Residential Operations

Rosewood Residences is a refined collection of estate homes, luxury villas and serviced apartments carefully curated to enrich the lives of all who call them home. To achieve this curation of experiences and elevated services, Rosewood Residences requires a dynamic leader with a passion for people, and elevating services that meaningfully impact our homeowners and residents’ life’s. The House Manager (HM) will oversee the management of Rosewood Residential Services and the Homeowners Associates (HOA), focusing on providing value and enhancing the quality of life for our residents and their homes.

Impact of this role

The Residence Porter will be responsible for providing quality service in a friendly, natural, and courteous manner, ensuring owner satisfaction. Promptly responds to requests and anticipates needs, including, but not limited to, delivering mail, packages & deliveries, escorting vendors, and guests, maintaining a clean and well-organized entrance, as well as the gym, owners lounge and pool and pool deck. Works closely with House Manager and Residence Butler team, to provide impeccable service and ensure all public areas are always staffed and in impeccable condition. Ensures best practices are in place and Rosewood Residence brand standards are followed. Collaborates with all departments, steeping into assist when needed, never using the phrase “no” or “not my job”. Maintaining a safe and secure environment for all residence and associates and protect all assets and assure compliance with residential policies and procedures.

Key Responsibilities

• Greet and welcome residents, offering assistance and personalizing every interaction when possible.
• Clean and maintain floors (vacuum and dust daily, mop as needed).
• Dust / polish all furniture, chairs, tables, lamps, and bookcases daily.
• Spot clean woodwork.
• Chairs and upholstery to be cleaned on a regular schedule.
• Clean all windows as needed, check daily for fingerprints.
• Ensure front doors are cleaned frequently throughout the day, removing all smudges and fingerprints.
• Ensure washrooms are cleaned and refreshed between use.
• Shine all brass/chrome fixtures, touch up as needed throughout the day.
• Frequently clean all surfaces in lobby and public space throughout the day, refresh/stage pillows, furnishings placement as needed.
• Maintain high touch / traffic areas throughout the property. This includes entrance, guest elevators, door frames, corridors & light switches, etc.
• Empty trashcans, at a minimum twice daily.
• Handle all residents’ requests with a sense of urgency at the highest level of professionalism.
• Assist with directions as needed, escorting when possible.
• Deliver daily, all incoming mail and packages, including, but not limited to, dry cleaning, flowers, food deliveries etc. to resident’s unit / home.
• Be aware of any routine or emergency maintenance, to be able to communicate effectively with residents.
• Assists with move-in orientation for new residents as directed by “House Manager.”
• Support arrival and departure needs, such as transportation, packages, home provisions and setup.
• Maintain the daily amenity offering, including setup, cleaning, and staging of public areas and Gym, as needed.
• Wash and place used cups, dishes, and cutlery.
• Maintain office and back of house cleanliness.
• Collaborate with Engineering to support back of house and loading dock cleanliness / projects.

Administration

• Maintain complete knowledge and comply with Rosewood’s policies and procedures.
• Maintain work area ensuring the necessary supplies are available.
• Maintain daily log, records and forms using the appropriate software.
• Attend and participate in designated /department meetings and trainings.

Safety

• Monitors all property access points (gates, garages, doors, elevator) through the building.
• Report all suspicious activity to ensure continued resident safety.
• Immediately contact engineering if an emergency maintenance situation develops.
• Follows safety procedures and maintains a safe work environment.

Other

• Maintain a well-groomed, professional appearance.
• Engage with residents in a sincere and meaningful manner.
• Help organize guest activities and prepare all necessary set-up, when required.
• Record important information pertaining to residence preferences, including personal preferences, interests, complaints for everyone’s reference.
• Co-ordinate with other departments to tackle any guest’s issues.
• Assist in training new associates in all basic skills including telephone skills and greeting skills.
• Promote teamwork and collaborative spirit among team members.
• Foster team understanding of Rosewood core values.
• Adhere to and support Rosewood’s IMPACT initiative and sustainable work practices.

While this is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Critical Skills & Qualification

General Skills

• Must be able to perform job functions with attention to detail, speed, and accuracy.
• Capable of bending, lifting, and moving items that weigh up to 50lbs.
• Understand residence service needs.
• Work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent personal/sensitive data.

Technical Skills

• Familiar with city / area.
• Good communication skills.
• Able to respond to owners with a positive attitude and disposition.
• Able to read and understand instructions, safety rules, etc.

Education or Certification

• High school diploma or equivalent
• Hotel or residential certification or degree

Language

• Required to speak, read, and write local language, with fluency in other languages preferred.

Physical Requirements

• Must be able to endure various physical movements throughout the work areas, stand, walk, and sit for long periods.
• Reach up and down, remain stationary at times throughout work periods, lift at a minimum 50 pounds, and satisfactorily communicate with guests and associates to their understanding.