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REQ12107 Doorman (Open Date: 18/11/2024)
Position Summary
Experience
Position Summary
- The Doorman is responsible for delivering a quality customer service experience and enhancing guest satisfaction by acknowledging, welcoming, bids farewell, and greets with a smile all guests and visitors of the Hotel.
- The Doorman provides assistance with guest luggage, open/closing of car / hotel doors, and valet parking upon arrival and departure.
- Provides prompt, efficient, and professional customer service to guests of City of Dreams Manila by ensuring all guests are addressed in a polite and courteous manner as they enter and exit the hotel.
- Maintains current product knowledge of events and facilities of City of Dreams Manila, including gaming, spa, recreation, food & beverage and entertainment, ensuring guests receive accurate, timely information and advice.
- Keeps abreast with local happenings and provide accurate information when asked.
- Makes use of maps, information files, and drawings as needed.
- Provides clear directions for all guests traveling outside the hotel.
- Posts in designated lobby position to ensure readiness (proactive) to assist the guests.
- Builds relationships with guests to gain loyalty.
- Promotes positive guest relations at all times.
- Maintains all Forbes quality standards and procedures from guest’s pre-arrival, to guest’s arrival, to guest’s in-house stay to the guest’s departure.
- Handles guest requests / inquiries in a professional and helpful manner.
- Ensures smooth arrival and welcomes all guests with a smile.
- Assists guest by removing the luggage from the car.
- Loads the car with the luggage.
- Tags appropriately the luggage to ensure seamless delivery to the guestroom.
- Observes and notes guest preferences.
- Resolves guest challenges to the guest satisfaction.
- Confirms all guest transportation and destinations.
- Directs traffic at the porte-cochere and assists with valet parking as needed.
- Maintains the City of Dreams Manila driveway, ensuring that a safe and orderly environment is maintained at all times.
- Remains responsible for ordering and directing all traffic through the driveway including Taxi’s, Limousines and arranging valet parking for guests as required.
- Ensures that all guest’s luggage are retrieved from vehicle in a timely and efficient manner and transferred to the Bell Desk for labeling.
- Requires to assist the Bell Attendants when required.
- Attends to daily briefings and departmental meetings.
- Adheres to all Company policies and procedures.
- Performs ability to lift minimum of 30 Kg and follows the correct safe manual handling and lifting techniques.
- Performs ability to stand for long periods of time.
- Identifies and implements best practices both in the Concierge department work area as well as throughout the hotel.
- Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
- Conserves water and energy when possible.
- Adheres to set procedures for attendance and timekeeping.
- Participates in the Company’s Corporate Social Responsibility program.
- Adheres to the established and specified uniform, grooming, hygiene and personal appearance standards.
- Reports and turns over lost and found articles to the Housekeeping office, following required procedures at all times.
- Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
- Reports accidents, injuries, unsafe work conditions and/or security issues to supervisors/Manager.
- Reports suspicious vehicles and individuals entering the Hotel.
- Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and /or limited per Hotel’s Emergency Procedures.
- Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
- Performs ability to work flexible hours including weekends, evenings, overnight, and public holidays.
- Performs other reasonable job duties as assigned by supervisors from time to time.
Experience
- No previous experience is required.
- High school diploma or equivalent professional training.
- Strategic minded and customer-oriented
- Must have and maintain a valid driver’s licence.
- Above 6’ tall. Pleasant and pleasing personality
- Displays a high commitment to improving customer service
- Ability to communicate in basic English
- Ability to carry heavy items (luggage) without losing composure (minimum 30Kg)
- Confident Extroverted
- Confident Ability to work on flexible shift, weekends and holiday on rotation basis