Porter Workflow Map

In this article, we’ve created a starter Porter Workflow Map that you can use to start planning out your product/service delivery and we’ve outlined a few examples of experiments that you can run in your Porter role.

Ready to get started? Download the Workflow Map template or get in touch to discuss how a workflow coach could help you fast-track your business improvement.

Systems & Processes for Porter

The path towards better systems and processes in your Porter role starts with mapping out your most important business processes. Being able to see your business processes laid out visually helps you to collaborate with your team on how to improve and grow. By repeating this collaboration process, you’ll develop a culture of continuous improvement that leads to a growing business and streamlined systems and processes that increase customer & staff experience.

To help you start mapping out your processes, we’ve developed a sample flow for a Porter Workflow Map that you can use with your team to start clarifying your processes and then run Business Experiments so you can build a better business.

Workflow Map For A Porter

1. Greeting and welcoming guests: The porter’s first stage involves warmly greeting and welcoming guests as they arrive at the hospitality establishment. This includes providing assistance with luggage and directing them to the reception area.

2. Assisting with check-in: The porter assists guests with the check-in process, ensuring a smooth and efficient experience. This may involve verifying reservations, providing room keys, and explaining hotel amenities and services.

3. Escorting guests to their rooms: Once guests have checked in, the porter escorts them to their rooms, carrying their luggage if necessary. They ensure guests are familiar with the room features, such as the air conditioning, television, and safety features.

4. Providing information and recommendations: Porters offer valuable information about the hotel’s facilities, services, and local attractions. They may provide recommendations for restaurants, tourist spots, and transportation options, ensuring guests have a memorable stay.

5. Assisting with guest requests: Throughout the guest’s stay, the porter is available to assist with any requests or concerns. This may include arranging transportation, providing extra amenities, or addressing maintenance issues in the room.

6. Handling luggage and storage: Porters are responsible for handling guests’ luggage during their stay. This includes storing luggage securely, retrieving it upon request, and assisting with packing and unpacking if needed.

7. Providing concierge services: Porters often act as a concierge, offering assistance with reservations, ticket bookings, and providing information about local events and activities. They ensure guests have access to all the necessary resources during their stay.

8. Assisting with check-out: When guests are ready to check out, the porter assists with the process, ensuring a seamless departure. This may involve collecting room keys, settling any outstanding bills, and arranging transportation if required.

9. Maintaining cleanliness and appearance: Porters play a role in maintaining the cleanliness and appearance of the hotel’s public areas. They ensure that lobbies, entrances, and other common spaces are tidy, presentable, and welcoming to guests.

10. Providing exceptional customer service: Throughout the entire service/product delivery process, porters prioritize providing exceptional customer service. They aim to exceed guests’ expectations, ensuring a positive and memorable experience that encourages repeat visits and positive reviews

Business Growth & Improvement Experiments

1. Name: Implementing a digital check-in system
Description: Replace the traditional paper-based check-in process with a digital check-in system that allows guests to check-in using a self-service kiosk or mobile app. This system can streamline the check-in process, reduce waiting times, and improve overall guest satisfaction.
Expected Outcome: Increased efficiency in the check-in process, reduced labor costs, improved guest experience, and positive word-of-mouth referrals.

2. Name: Cross-training staff in multiple roles
Description: Provide training opportunities for porters to learn and perform additional tasks such as concierge services, luggage handling, or front desk duties. This cross-training approach can enhance staff flexibility, improve customer service, and optimize resource allocation.
Expected Outcome: Increased staff versatility, improved customer service, reduced dependency on external hires, and enhanced operational efficiency.

3. Name: Implementing a real-time feedback system
Description: Introduce a real-time feedback system where guests can provide immediate feedback on their experience during their stay. This can be done through digital surveys, mobile apps, or interactive touchscreens. The feedback collected can help identify areas for improvement and address any issues promptly.
Expected Outcome: Enhanced guest satisfaction, improved service quality, quicker resolution of guest concerns, and increased loyalty.

4. Name: Outsourcing laundry services
Description: Explore the possibility of outsourcing laundry services to a specialized provider instead of managing it in-house. This can help reduce operational costs, free up staff time for more guest-focused tasks, and potentially improve laundry quality and turnaround time.
Expected Outcome: Cost savings, increased staff productivity, improved laundry service quality, and reduced equipment maintenance expenses.

5. Name: Implementing a porter tracking system
Description: Utilize technology such as RFID or GPS to track the location and availability of porters in real-time. This system can help optimize porter deployment, reduce response times, and improve overall guest experience by ensuring prompt assistance.
Expected Outcome: Improved porter efficiency, reduced guest waiting times, enhanced guest satisfaction, and increased operational effectiveness.

6. Name: Introducing eco-friendly practices
Description: Implement environmentally friendly practices such as energy-efficient lighting, water-saving measures, waste recycling programs, and eco-friendly cleaning products. These initiatives can help reduce operating costs, enhance the hotel’s sustainability image, and attract environmentally conscious guests.
Expected Outcome: Cost savings, improved environmental sustainability, positive brand reputation, and increased guest loyalty.

7. Name: Offering personalized porter services
Description: Develop a system to capture guest preferences and requirements to provide personalized porter services. This can include remembering guest preferences for luggage handling, offering assistance with specific needs, or providing tailored recommendations for local attractions or services.
Expected Outcome: Enhanced guest satisfaction, improved customer loyalty, positive online reviews, and increased revenue through upselling or cross-selling opportunities

What Next?

The above map and experiments are just a basic outline that you can use to get started on your path towards business improvement. If you’d like custom experiments with the highest ROI, would like to work on multiple workflows in your business (for clients/customers, HR/staff and others) or need someone to help you implement business improvement strategies & software, get in touch to find out whether working with a workflow coach could help fast-track your progress.

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