The Doorman is stationed at the hotel entrance and lobby area, often exposed to outdoor conditions and high guest traffic. The role is to warmly welcome arriving guests and offer a courteous farewell to departing guests, always expressing appreciation and the desire to welcome them back. The Doorman assists with luggage, provides guidance and information, and ensures a smooth guest experience from arrival through departure. Participates in daily departmental briefings and is attentive to immediate guest needs.
DUTIES AND RESPONSIBILITIES:
* Assist with transporting guest luggage from vehicles to trolleys or designated storage.
* Assist in locating and retrieving misplaced guest luggage.
* Tag, store, and retrieve luggage correctly and safely.
* Escort guests to their rooms and explain hotel facilities and services.
* Point out the nearest fire exits and explain safety features in guest rooms.
* Stay informed of ongoing and upcoming hotel functions to direct guests appropriately.
* Maintain knowledge of local attractions and activities to recommend to guests.
* Provide accurate directions and transportation information when requested.
* Answer the bell desk phone within three rings using proper telephone etiquette.
* Handle guest complaints promptly and professionally, ensuring immediate resolution.
* Remain at assigned post with proper posture and attentiveness.
* Monitor and maintain the appearance of the lobby and bell desk areas.
* Ensure guest privacy and secure access to guest rooms at all times.
* Assist bell staff with vehicle loading and unloading.
* Support valet services by helping with vehicle parking, key handling, and accurate completion of vehicle claim tickets.
* Assist the Concierge team in fulfilling guest requests and delivering services.
Experience:
* Previous experience in a guest-facing role, preferably in a luxury or upscale hotel.
* Experience in bell service, guest relations, or valet operations is a plus.
* Familiarity with hotel standards for guest arrival and departure processes is an asset.
Skills & Knowledge:
* Excellent communication and interpersonal skills.
* Strong sense of hospitality and guest-focused service.
* Good organizational and multitasking abilities.
* High attention to detail, especially in billing and reservation handling.
* Ability to remain calm and professional under pressure.
* Knowledge of check-in/check-out procedures, room allocation, and general hotel operations.
* Proficiency in handling cash and following accounting procedures.
* Team player with a positive attitude and flexible approach.
* Fluent in English; other languages are an asset.
* Good telephone etiquette and ability to handle calls efficiently and courteously.
Education / Qualification:
* Secondary education required; hospitality or tourism studies are a plus.
* Basic training in guest service or bell desk operations is advantageous.
* Fluent in English; additional languages are highly desirable.
* Valid driver's license may be required if assisting with valet operations.
* On-the-job training will be provided for property-specific standards and procedures.