Linen Porter - St. Pancras London Autograph Collection

Position Summary

As a Linen Porter at St Pancras Hotel, you support the daily linen and laundry operation, ensuring linen is handled, stored and distributed efficiently. You report to the Linen Room or Housekeeping Supervisor.

Extraordinary Operations 

• Make every guest interaction personal and memorable by taking ownership, listening carefully and responding to guests’ needs.
• Every guest request matters. Do not dismiss a request as outside your role; work with colleagues and other departments to find a suitable solution.
• When a request cannot be fulfilled exactly as asked, explore alternatives and keep the guest informed until the best available option has been identified.
• Take responsibility for resolving workplace concerns constructively. Try to address the issue yourself first, and seek support from your department leader or HR when needed.

Extraordinary Services

• Provide warm, attentive and personalised service that is friendly, engaging and professional.
• Follow the hotel’s and brand’s service standards, and build your knowledge of St Pancras, its history, the Navigator and daily RWAY expectations.
• Attend and participate in all required training, shift briefings and departmental meetings.
• Set a positive example through excellent service, helping guests enjoy an experience they will remember.

Extraordinary People 

• Be a reliable, committed team member who works cooperatively and builds respectful relationships with colleagues.
• Support your colleagues and complete your responsibilities conscientiously so the team can deliver a consistent service.

Extraordinary Innovation

• Share practical ideas and creative solutions that help make St Pancras an excellent workplace and destination for guests.
• Identify problems early, look for workable solutions and suggest ways to improve processes, even when an issue cannot be resolved immediately.

Human Resources

• Welcome and support new colleagues by sharing your knowledge, experience and St Pancras stories.
• Use available on-the-job learning resources to keep your knowledge and skills current.
• Contribute constructively to performance reviews when requested, accept feedback and take responsibility for your own development.
• Build open, positive and collaborative working relationships with all team members.

Finance

• You help protect the hotel’s reputation by using supplies, equipment and other resources responsibly.
• Follow Marriott International policies and procedures, and complete the required declarations whenever cash, keys or cards form part of your regular duties.

You’ll need to know your stuff

• Collect soiled linen and laundry from designated areas and deliver it to the linen room.
• Remove room-service trays from guest floors and take them to the designated collection point.
• Complete daily linen and laundry duties in line with hotel procedures, quality standards and safety requirements.
• Carry out scheduled checks and routine tasks throughout the shift.
• Maintain an even workflow and prioritise tasks to support smooth daily operations.
• Maintain the required linen par levels and replenish stock when needed.
• Inspect stained or damaged linen, identify items that may be recovered, and record linen that must be discarded.
• Use departmental equipment correctly and report faults or damage to the supervisor promptly.
• Support operational requirements while using linen, supplies and equipment efficiently to control costs.
• Help introduce improved working methods, supplies and equipment when instructed.
• Work with Engineering to report and follow up on laundry or linen-handling equipment maintenance.
• Follow energy-saving practices and comply with the hotel’s resource-conservation procedures.
• Follow loss-prevention, security and safe-working procedures at all times.

You’ll be expected to deliver on the following

• Deliver attentive, professional five-star service whenever interacting with guests or colleagues.
• Maintain a positive attitude, professional grooming, appropriate body language and a courteous tone.
• Carry out your duties reliably and to the best of your ability throughout your shift.
• Keep linen rooms, storage areas, pantries and equipment clean, tidy and hygienic.
• Assist with other reasonable duties as required to support the smooth running of the hotel and the overall guest experience.
• Comply with all hotel and company policies, procedures and operating standards.
• Undertake other tasks assigned by your supervisor to meet operational needs.

Your Key Measures for this role 

• Guest feedback and satisfaction relating to cleanliness and service.
• Results of brand-standard and operational audits.
• Progress against agreed individual goals and performance objectives.

You know you’re doing a great job when: 

• You meet or exceed the expected performance standard in your annual review.
• Guests and colleagues recognise your helpfulness, service and professional approach.
• The hotel achieves its wider BSA, GSS, ESS and online guest-feedback objectives.