Full TimeENAsia/Pacific
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.
PRIMARY RESPONSIBILITIES:
1. 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.
2. 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.
3. Keeps abreast with local happenings and provide accurate information when asked.
4. Makes use of maps, information files, and drawings as needed.
5. Provides clear directions for all guests traveling outside the hotel.
6. Posts in designated driveway position to ensure readiness (proactive) to assist the guests.
7. Builds relationships with guests to gain loyalty.
8. Promotes positive guest relations at all times.
9. Ensures Forbes quality standards and procedures are followed for all guests including VIP and Villa guests from the pre-arrival to their arrival during their stay through their departure.
10. Handles guest requests / inquiries in a professional and helpful manner.
11. Ensures smooth arrival and welcomes all guests with a smile.
12. Assists guest by removing the luggage from the car.
13. Loads the car with the luggage.
14. Tags appropriately the luggage to ensure seamless delivery to the guestroom.
15. Observes and notes guest preferences.
16. Confirms all guest transportation and destinations.
17. Directs traffic at the porte-cochere and assists with valet parking as needed.
18. Maintains the City of Dreams Manila driveway, ensuring that a safe and orderly environment is maintained at all times.
19. Remains responsible for ordering and directing all traffic through the driveway including Taxi’s, Limousines and arranging valet parking for guests as required.
20. Ensures that all guest’s luggage are retrieved from vehicle in a timely and efficient manner and transferred to the Bell Desk for labelling. Requires to assist the Bell Attendants when required.
21. Performs ability to lift minimum of 30 Kg and follows the correct safe manual handling and lifting techniques.
22. Ensures and maintains confidentiality of all guest’s information and pertinent hotel data.
23. Performs ability to stand for long periods of time.
24. Attends to daily briefings and departmental meetings.
25. Adheres to all Company policies and procedures.
26. Complies with Hotel’s uniform, grooming, and hygiene standards at all times.
27. Identifies and implements best practices both in the Concierge department work area as well as throughout the hotel.
28. Reduces waste materials and supplies by adhering to the Company’s guideline on re-using and recycling.
29. Conserves water and energy when possible.
30. Participates in the Company’s Corporate Social Responsibility program.
31. Reports and turns over lost and found articles to the Housekeeping office, following required procedures at all times.
32. Adheres to the established and specified uniform, grooming, hygiene and personal appearance standards.
33. Reports accidents, injuries, unsafe work conditions and/or security issues to supervisors/Manager.
34. Reports suspicious vehicles and individuals entering the Hotel.
35. Assists the Hotel Emergency Response Team in responding to emergencies; involvement is guided and /or limited per Hotel’s Emergency Procedures.
36. Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues.
37. Performs ability to work flexible hours including weekends, evenings, overnight, and public holidays.
38. Performs other reasonable job duties as assigned by supervisors from time to time.
QUALIFICATIONS:
I. Experience
No previous experience is required.
II. Education
High school diploma or equivalent professional training.
III. Skills / Competencies
1. Strategic minded and customer-oriented
2. Must have and maintain a valid driver’s license.
3. Above 6’ tall.
4. Pleasant and pleasing personality
5. Displays a high commitment to improving customer service
6. Ability to communicate in basic English
7. Ability to carry heavy items (luggage) without losing composure (minimum 30Kg)
8. Confident
9. Extroverted
IV. Other Attributes
1. Confident
2. Ability to work on flexible shift, weekends and holiday on rotation basis
