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Door Person

  • JR-01109
  • Concierge
  • Full time
  • Mandarin Oriental, Boston

Duties and Supporting Responsibilities

As a doorman, you are greeting people coming and going from the residence or hotel. You represent the first touchpoint of a guest with the Hotel.

You may be asked to hail a cab or to help with luggage or packages, should a guest or resident need assistance. You also are to be vigilant and ensure that only the people who belong in your building are coming and going. Doormen should be friendly and easy to always talk to yet professional.

  • Greet and welcome all visitors, tenants, and guests in a friendly and professional manner.
  • Opening the front door for guests, escort them to the check-in desk when arriving
  • Monitor the entry and exit of people and vehicles on the curb.
  • Ensure the safety and security of the premises by identifying and addressing any security threats and issues and liaising with the MOD and Security Team.
  • Provide assistance to visitors, tenants, and guests as needed.
  • Report any suspicious activity to the appropriate Managers
  • Ensure that all fire safety protocols are followed.
  • Keep the premises clean and tidy.
  • Stay updated with current developments and procedures in the hotel by attending daily front office briefings.
  • Receive complaints with empathy, keeping the guest’s perspective in mind, responding urgently and appropriately, including immediate notification of the duty manager or the next available manager.
  • Perform assistance to guests on the curb

Success Profile for this Role (Hotel Competencies)

Purpose

Customer Focus 

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.

Managing Vision and Purpose 

Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision and can inspire and motivate the team. Makes the MOHG mission and vision sharable by everyone and embodies our Guiding Principles.

Process

Drive for Results 

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Functional and Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Listening

Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Time Management

Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.

Timely Decision Making

Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision, especially when it impacts a guest.

People

Developing Others 

Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; encourages people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental and talent management system in the organization; is a people builder.

Interpersonal Savvy

Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Motivating Others 

Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Directing Others

Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Fairness to Direct Reports

Treats direct reports equitably; acts fairly; has candid discussions; doesn't have hidden agenda; doesn't give preferential treatment. Provides timely and appropriate feedback.

Personal

Ethics and Values

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Integrity and Humility 

Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws. Can get things done quietly without unnecessary noise; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.

Self Development 

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits. Picks up on the need to change personal, interpersonal, and managerial behavior and seeks feedback.

Composure

Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Requirements

Mandatory

  • Strong communication skills in the English language.
  • Able to multi-task and always maintain composure.
  • Strong desire to provide excellent guest service.
  • The ability to work well in a team environment.
  • Able to stand for extended periods of time
  • Flexible schedule required to meet the demands of 24 hour Operation, which includes weekends, overnight, and holidays.
  • Professional appearance and demeanor at all times.

Each of the items listed is considered an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended to be broad-based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

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