Doorperson

Role Overview

Doorperson at Fa Evax Saasfaprod1 hotel. The Doorperson is the first point of contact for guests, responsible for delivering exceptional service at the main entrance while maintaining the hotel's image and operational standards.

Role Purpose

To create a welcoming first impression for all guests, visitors, and VIPs by providing professional, attentive service at the hotel entrance. The role ensures smooth guest arrivals and departures, facilitates efficient coordination with front-of-house teams, and upholds the hotel's security and appearance standards.

Key Responsibilities

Guest Service & Welcoming

• Greet all guests, visitors, and VIPs warmly and professionally upon arrival and departure.
• Anticipate guest needs and respond promptly to requests, inquiries, or concerns.
• Provide undivided attention to any approaching guest, maintaining a willingness to please attitude.
• Provide accurate information on hotel facilities, services, and local attractions with confidence.
• Assist with heavy packages, coats, and suitcases, offering assistance courteously and quickly before being asked.

Operations & Coordination

• Open doors and assist with luggage, providing direction or escort to reception or appropriate areas.
• Coordinate with Bellmen and the Front Office team to manage guest arrivals and departures efficiently.
• Assist with hailing taxis, arranging transportation, and directing traffic in front of the hotel to ensure smooth flow.
• Support the Front Office and Concierge teams during busy periods with a proactive, can-do attitude.
• Arrange transport and coordinate luggage.
• Assist with handling packages, deliveries, and special guest arrangements as needed.
• Upon arrival of newspapers, prepare and deliver them to guest rooms as assigned by the Bell Captain.
• Room the guest in accordance with hotel standards.

Facility Management & Maintenance

• Maintain a strong presence at the main entrance, upholding the hotel's image and security protocols at all times.
• Monitor and manage the cleanliness and appearance of the entrance, driveway, and lobby areas.
• Keep the lobby clean and tidy, informing the Concierge or Bell Captain if major cleaning is needed.
• Keep the baggage room clean and in order before going off duty each shift.
• Be familiar with the layout of the hotel and memorize the preferred route for escorting guests.
• Be familiar with lift workings and emergency stairs.

Knowledge & Documentation

• Maintain detailed knowledge of hotel events, VIP arrivals, and guest preferences.
• Use the Duty Log to document matters of importance.
• Manage the key system securely.
• Operate communications equipment.

Service Standards & Accountability

• Demonstrate service attributes in accordance with industry expectations and company standards.
• Be attentive to guests.
• Accurately and promptly fulfill guest requests.
• Maintain a high level of knowledge affecting the guest experience.
• Demonstrate a service attitude.
• Take appropriate action to resolve guest complaints.
• Extend service attributes to all internal customers, appreciating the dynamic nature of the hotel industry.

Additional Information

• Maintain a well-groomed hairstyle and wear clean, shiny, well-polished shoes and a neat uniform while on duty.