As Luggage Porter at Mandarin Oriental Ritz, Madrid, within the Concierge department, is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering and storing of guests’ luggage, communication of information and handling guest requests.
Key Responsibilities:
Attend all guests according to the Company and Hotel philosophy.
Deliver luggage to the guest room in accordance to LQEs and MOQA.
Deliver newspapers to all guest rooms.
Maintain the clean and neat luggage cart.
Use properly the luggage tags for departure and arrival.
Record properly the guest luggage stored.
Maintain a clear communication with doorman, bell captain and concierge during the shift.
Be familiar with room equipment.
Be familiar with hotel facilities, activities and events.
Maintain a correct record of all the deliveries.
Maintain the correct organization of the storage room.
Approach guest needing assistance with luggage or package.
Ensure a correct and clear handover during ending and starting shift.
Ensure and guarantee the security of the luggage / package storeroom.
Ensure and guarantee the security/condition of the luggage delivery during arrival and departure.
Understand and comply with all Desk Bell SOP´S.
Assume all the responsibilities and duties during the shift.
Ensure an appropriate work atmosphere with colleagues and concierges service provider.
Act with extreme responsibility when dealing with guest personal or confidential information. Do not divulge or transfer any data concerning the guest.
Ensure efficient and appropriate teamwork.
Ensure and maintain securities measures in the work area.
Appropriate, reasonable and professional use of the hotel’s network.
Support and adhere to all M.O policies and procedures relating to Safe, Sound and Sustainable.
Act all the times as Hotel Ambassador.
Ensure compliance with the MOHG social media Policy, i.e. to be fully responsible for the content you publish on any social media platform including personal site.
Carry out any additional duties requested by the management related to the Concierge Desk or Hotel operational activities.
What We Expect from You:
Attention to detail and quality oriented.
Positive attitude and willingness to provide exceptional service.
Our Commitment to You:
Learning & Development: Your success is our success. We offer tailored learning and development programs to help you grow at every stage of your career.
MOstay: As part of the #MOfamily, you’ll enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide, for both you and your loved ones.
Health & Wellness: We prioritize work-life balance and offer a variety of health benefits and wellness programs to support your well-being.
Retirement Plans: We offer flexible retirement plans, recognizing your long-term commitment and contribution.
Staff Welfare Fund (Fondo Social): Access to a fund supporting your overall well-being.
Flexible Compensation: Enjoy a flexible compensation plan that includes access to DKV health insurance (employee-contributed).
Internal Events & Team Building: Participate in exciting internal events and team-building activities to strengthen relationships with your colleagues.
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