New Zealand Hotel Porter – Job/ Position Description


Below is a typical Porter or Concierge job description for a New Zealand 4 or 5 star hotel.  Please note that some of the responsibilities listed are not required for you to apply for this position, these are expected of you after 3-6 weeks of training or induction on the job.

Position Scope

  • To provide guests with the services and facilities they request to ensure guest satisfaction is achieved with all interactions.
  • To ensure the safe, timely and careful delivery of all guests luggage, messages and other goods.
  • To ensure that areas of the hotel under your jurisdiction are kept neat, clean and tidy at all times.

Key Accountabilities

Achieves Guest Satisfaction by:

  • Focusing on the guest, delivering the correct services and quality of product as requested by the guest in a  timely manner
  • Maintaining up to date knowledge on all hotel events, including Food and Beverage outlet information
  • Following up guest requests
  • Using the guest name as many times as appropriate and possible
  • Developing professional relationships with all guests

Assist Guests By:

  • Distributing luggage to and from guest rooms in a timely and safe manner
  • Delivering newspaper requirements to guests on a daily basis
  • Delivering guest messages, faxes, parcels and amenities to and from guests

Anticipate arrivals and departures by:

  • Closely liaising on a daily basis with the Front Office Team regarding the anticipated arrivals and departure time of tours

Maintain open communication channels with all departments by:

  • Maintaining professionalism in all interactions
  • Ensuring that all departments are kept informed of all relevant information in a timely manner – including occupancies, arrivals, tours, departure times, VIP guests, room moves
  • Participating in Department Meetings and daily briefings

Professionally perform the role of telephonist by:

  • Answering telephone calls, taking messages, sending facsimiles in a prompt and professional manner


Ensure revenue opportunities are maximised by:

  • Effectively selling, upselling and onselling at appropriate times
  • Having a detailed knowledge of and promoting sales of local business services and tour operators


Maximise tour sales by:

  • Accurately matching guest needs with products
  • Effectively utilising sales techniques
  • Following through guest requests in a timely manner

Sell, upsell and cross sell the hotel’s facilities and outlets by:

  • Promoting the use of the hotel’s facilities with a particular emphasis on Food and Beverage outlets to ensure maximum utilisation

Maintain open communication channels with all departments by:

  • Maintaining professionalism in all interactions
  • Ensuring that all departments are kept informed of all relevant information in a timely manner
  • Participating in Department Meetings

Ensure that uniform standards are always beyond reproach by:

  • Being well groomed and maintaining correct uniform standards

Resolves guest complaints by:

  • Ensuring all problems/ complaints are resolved and report any that are beyond your level of authority to your supervisor or manager

Ensure staff and guest safety at all times by:

  • Reporting any health, safety, security hazards and accidents through the appropriate reporting and action methods
  • Is fully conversant and familiar with company, hotel and department OSH procedures, policies and directives
  • Ensures a high standard of personal and workplace hygiene
  • Participates in OSH in the workplace, provides input to Department Health and Safety initiatives
  • Actively promotes safe work practices within department
  • Has completed OSH training and competency checklists

Major Challenges

  • Maintaining work standards within the department in times of high workload and pressure as well as slow times
  • Working alone or with one other person
  • Maintaining current knowledge on local products and prices
  • Being part of the front office team
  • Liaising and communicating with other departments
  • Dealing with guest complaints
  • Prioritising workload and duties

Apply Now

To apply for a Porter/ Concierge internship or graduate placement in New Zealand, you can click through to the How to Apply page. Please ensure you have read the New Zealand Hospitality Internships or the New Zealand Graduate Hospitality page programme details and understand the programme costs before applying.

Enquire Now – have your questions answered by the Hospitality Experts

If you would like further information or have questions to ask, you can fill in the enquiry form on the page below, email your questions to or call +44 (0) 843 289 7089 to have a chat to one of the team.