Doorman

Roles and responsibilities

• Initiate contact with guests entering and departing the hotel, while opening and closing the main hotel door.
• Assist guests with luggage and load luggage onto carts for bellman delivery including providing baggage checks for guests.
• Assist guests with car doors.
• Responsible for flow of street traffic outside the hotel.
• Maintain the cleanliness of the entrance.
• Obtain department keys and radio / phone; ensure security of such.
• Maintain complete knowledge and comply with all hotel’s a departmental policies and procedures.
• Remain in assigned post position, maintaining correct stance.
• Collect and record guest preferences.
• Ensure Bell carts, carpets and all other supplies and equipment are at all times aligned correctly at the Front Door.
• Assist guests in locating and retrieving lost luggage.
• Assist guests in getting taxis.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
• Follow all the FLHSS&E requirements and procedures.
• Escort guests to the express elevators and communicate via radio with front office team.
  

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
  

Guest Relations

• Warmly engage and converse with guests while arriving or departing the hotel.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.

Desired candidate profile

• Senior School qualification or equivalent
• Minimum 3 years’ experience working in a 5-star hotel environment.
• Minimum 2 years’ Door or Bell experience
• Previous experience working in the Middle East Region is an advantage
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capability to stand for a long period of time.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.