THE RESIDENCES

Mandarin Oriental has experienced exponential growth in the development of The Residences at Mandarin Oriental, in combination with hotels, to form complex mixed-use and stand-alone projects.  Integral to the growth of the Mandarin Oriental footprint, Residences are a new paradigm, and as such require focused operational expertise.  In addition to the goal of delivering superior experiences and services to Residences owners, Mandarin Oriental is focused not only on the management of the Residences common areas to the very high standards our guests have become accustomed, but to continually improving our relationship with Residence owners over the long term.      

STRATEGIC INTENT

The mission of this position is for the incumbent to assume full responsibility for all aspects of residential services, concierge operations, and the lifestyle experience of our residents during both the pre-opening and post-opening phases.

The ideal candidate will be proactive, creative, and resident-centric, with a strong focus on excellence and operational efficiency. They must consistently keep the residents’ perspective in mind when delivering services and products and always represent the brand with professionalism and integrity. This role also serves as a key development opportunity for operations-focused professionals aspiring to advance into positions within Group Residences or Hotel operations across MOHG projects.

The incumbent is expected to demonstrate tenacity, creativity, flexibility, and unwavering commitment to ensure a successful residential launch, strategic positioning, and continued operation — all delivered on budget and on time.     

SCOPE OF POSITION / SUMMARY

The Residential Porter is a key element of the overall resident satisfaction by creating a delightful arrival and departure experience and engaging with the guests entering The Residences. Give assistance to the Concierges, Lifestyle agents and Lead Concierge when needed.

ORGANIZATION STRUCTURE

The Porter reports to the Lead Concierge and subsequently to the Director of Residences.

DUTIES AND SUPPORTING RESPONSIBILITIES

Responsibilities:

• Initiate contact with guests entering and departing The Residences, while opening and closing the main door.
• Performs all Mandarin Oriental standards in accordance with Legendary Quality Experience.
• Assist guests with luggage and load luggage onto luggage carts for delivery to the residences or the storage area.
• Delivery of parcels, packages, envelopes or any delivery requested by the residents.
• Provide valet parking to the residents.
• Be responsible for maintaining The Residences always access available.
• Assist guests with umbrellas when it is raining.
• Control access to the residences.
• Maintain the cleanliness of the parking entrance, passage and main entrance.
• Handle delivering and storing of resident's items/ baggage or goods.
• Handle delivering and storing of HOA items/ baggage or goods.

• Be familiarized with the entire residential product and services that are offered including as well as the hotel services.
• To cover / help lifestyle agents with his duties as and when required.
• Dispatch and coordinate with the Residential Concierge or Lead Concierge in the delivery of resident errands, for those services that can only be performed away from the main door such as deliveries.
• Offer transportation services to our residents and visitors.
• Other duties as deemed appropriate by the Management of The Residences assisting other colleagues or departments.
• Anticipate residents’ needs, respond promptly and acknowledge all residents, however busy and whatever time of day.
• Maintain correct records for FLHSS audit.

• Maintain strict confidentiality relative to Residents and Residences business.

• Maintain complete knowledge and comply with all residential and Management Company departmental policies and procedures.
• Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.
• Always show a professional attitude, particularly with regard to punctuality, appearance and general manner.

REQUIREMENTS ON CORE COMPETENCIES

The Porter requires the following personal attributes:

1. Delighting our Customers:
2. Delighting our Colleagues:
3. Becoming the Best

• Achievement orientated
• Makes things happen
• Has presence
• Has positive impact and influence
• Generates, innovative options
• Adapts plans to suit change
• Seeks continuous improvement opportunities
• Neat and polish daily looking and attire.

1. Working together

• Has energy and drive
• A sense of urgency
• Motivating individual
• Communicates clearly
• Open to feedback and learning

• Operates ethically
• High level of personal integrity

1. Acting with Responsibility

• Can identify core issues and problems
• Emotionally stable and mature
• Accepts feedback
• Coaches others
• Manages responsibilities

Requirements – Experience, Skills, Education and Qualifications

Essential

• Previous experience in a luxury Hotel or Residence, preferable as a Doorperson.

• Able to communicate written and spoken Spanish and English.
• Must be professional and possess excellent presentation, communication and organization skills.
• Able to multi-task.
• Strong desire to provide excellent guest service.
• Flexible schedules and hours, willingness to work on weekends & holidays is required.
• Possess a pleasant and outgoing personality.
• Able to stand for extended periods of time.
• Have driving license.