Doorman

Specific duties, responsibilities & Key performance areas

• To be an ambassador of the Front Office and the hotel, in and outside the work place.
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
• To ensure that all guests / visitors receive a warm welcome, cordially greeting them, helping them out from their car / taxi, opening the hotel doors for them as well as escorting them to the lobby / reception and wishing them a nice stay.
• To ensure that all guests / visitors receive a fond farewell, cordially greeting them, opening the hotel doors and helping them into their vehicles, as well as bidding them farewell.
• To relay accurate directions to guests/visitors on inquiries regarding destinations within the local area.
• To assist in securing taxis/transportation for guests/visitors.
• To monitor and direct traffic activity of taxis, limousines, buses and other vehicles, ensuring a smooth and efficient flow.
• To ensure that all driveways are kept clear; that vehicles are not parked or left standing in illegal spaces.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To handle guest luggage and belongings carefully, to store them safely, avoiding damage or lost.
• To check the cars / taxi for forgotten items and to respect the Lost & Found procedures.
• To ensure uncompromising levels of cleanliness and maintenance of the work place and to liaise with the housekeeping when necessary.
• To properly use the tools, equipment and stocks and to ask for requisitions accordingly.
• To assist the drivers, valet parking and bell attendants in the daily activity.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To ensure a proper use of the telephone etiquette as per Pullman standards.
• To read and update the logbooks and to ensure a proper handover between the shifts.
• To strictly respect the key handling procedures.
• To respect schedules, terms and deadlines as agreed with the Management.

• To maintain knowledge of scheduled daily arrivals, departures and events or activities.

• To be aware of the hotel rooms and outlet timings and promote the internal activities and events.

• To be updated with the latest administrative, organizational, operational or other changes and news.

• To attend a daily line up briefing with the concierge team to recapitulate tasks and activity.

• To share daily activity highlights with the supervisor, including internal and external guest opportunities.

• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.

• To carry out any other reasonable duties as assigned by the Front Office Manager / Director of Rooms.

• Matric