Doorman

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:

• 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.

QUALIFICATIONS:

Experience

• No previous experience is required.

Education

• High school diploma or equivalent professional training.

Skills / Competencies

• 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

Other Attributes

• Confident Ability to work on flexible shift, weekends and holiday on rotation basis