Everything you need to know about the role of the hotel porter

Le doorman is an iconic figure in the hotel industry, renowned for his elegant uniform and exemplary courtesy. This article takes an in-depth look at the different facets of the hotel porter's job, from the day-to-day tasks to the skills needed to excel in the role.

Definition and main roles

A porter, also known as a "concierge", is responsible for greeting guests at the hotel's front door and providing various services to ensure the comfort and satisfaction of visitors. The doorman's role may vary depending on the size and type of establishment, but it remains focused on welcoming guests and providing them with personalised service.

Welcoming customers

One of the main responsibilities of a porter is togive customers a warm welcome on arrival. This first contact is crucial to making a good first impression. The doorman must be able to :

Addressing customers with courtesy and respect
Helping with luggage and escorting guests to reception or their room
Providing valuable information on available services within the hotel

Management of external services

In addition to reception, the doorman also takes care of various external tasks, such as :

Organising transport for customers (taxis, hire cars)
Manage deliveries of parcels and other personal goods for customers
Ensuring the safety of the hotel's immediate surroundings

These tasks require a high level of organisation and attention to detail in order to guarantee a high quality of service. efficient, uninterrupted service.

Additional services

In some luxury hotels, doormen can offer additional services such as :

Reserve tables in well-known restaurants
Suggest tourist itineraries and interesting local activities
Organise guided tours and excursions for customers

These personalised services significantly increase customer satisfaction and reinforce the establishment's brand image.

Skills and qualifications required

Being a porter requires a wide range of skills, from customer service to logistics management. Here are some of the essential skills needed to be a successful porter.

Interpersonal skills

Human interaction is at the heart of a porter's job. They must therefore have excellent communication skills and be able to create positive relationships with customers. Here are some key skills:

Empathy and listening skills
Patience and tolerance
Ability to resolve conflicts calmly and effectively

These skills enable us to respond quickly and appropriately to customer needs and requests.

Cultural and local knowledge

A good doorman knows the town where he works well and can provide relevant recommendations to customers. This includes:

Knowledge of the main local tourist attractions
Knowledge of local cultural events and festivities
Understanding local customs and cultural diversity

This information enriches the customer experience and offers a more complete and personalised service.

Physical requirements

Being a porter often requires long hours on your feet, as well as a certain amount of physical strength to help with luggage. Physical requirements include:

Good general physical condition
Stamina and endurance to cope with long working days
Ability to lift and carry heavy objects

These aspects should not be underestimated, as they form an integral part of the doorman's day-to-day responsibilities.

Training and career paths

There are several routes to becoming a doorman, but some specific training courses can greatly improve career prospects in this profession.

Initial training

Some hotel schools offer programmes specially designed to train future porters. These courses generally cover :

Etiquette and customer service
Emergency management
Safety and surveillance procedures

These lessons provide a solid foundation for a successful career as a porter.

Professional experience

On-the-job experience is often the best way to learn. Starting out in related jobs in the hotel industry, such as baggage handler or receptionist, allows you to acquire the necessary skills while gradually progressing to the position of porter.

Certification and professional development

Various certifications and further training courses are available for porters wishing to progress in their career. For example, workshops on stress management, foreign language courses and VIP service training can be very beneficial.

Main brands and uniforms

Uniforms distinguish doormen and add a touch of elegance and professionalism. Several major brands specialise in making these distinctive garments.

Traditional uniforms

A traditional porter's uniform often includes:

A lined jacket with epaulettes and gold buttons
Matching trousers, elegantly cut
White gloves and a black hat

These elements symbolise the prestige and class attached to the role of doorman in the grand hotels.

Evolution of styles

Over time, styles have evolved and some hotels now opt for more modern and practical outfits. Examples include:

Lightweight uniforms for hot climates
Casual yet elegant attire for boutique hotels
Technical, hard-wearing clothing for doormen working in busy urban environments

This variety allows establishments to personalise the appearance of their employees to suit their brand image and the type of clientele they receive.

Selection and purchase of associated products

Choosing the right products and partners to equip a doorkeeper is a well-calculated strategy. Several factors need to be taken into account when purchasing and selecting equipment and clothing.

Selection criteria

When buying uniforms and accessories for doorkeepers, it's crucial to take a number of criteria into account:

Quality of fabrics and materials used
Durability and ease of maintenance
Compatibility with the hotel's visual identity

These criteria guarantee that the products selected will meet expectations in terms of performance and longevity, while remaining aesthetically pleasing.

Offers, promotions and stocks

Comparing different offers and taking advantage of promotions can help you make substantial savings while acquiring quality products. It's also essential to keep sufficient stock to cover any replacements and changes to uniforms and accessories.