Door Person

• Customer Service Orientation

Job Number

Job Category Rooms & Guest Services Operations

Location 10 Berners Street, London Engla W1T 3NP
, United Kingdom VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: £14.78/h + Service Charge

Job Summary The Door Person is the pivotal Front
-of-House representative, serving as the first and last impression a valued guest has of our property, and is centrally responsible for expert guest hosting and managing the flow at the hotel entrance while consistently delivering a Five
-Star luxury guest service experience. This role requires the proactive use of initiative to anticipate guest needs, offering unique and personalized recommendations that ensure every visit is memorable, and seizing appropriate opportunities to upsell to maximize property revenue and contribute directly to both personal and team
-related sales and service goals. Furthermore, the Door Person works closely with the entire Front
-of-House team to ensure operational excellence and continually elevate both guest and employee satisfaction through the unwavering application of our luxury service standards.

• Exceptional grooming, professional posture, and a genuine passion for delivering service within a Five
  -Star Luxury Lifestyle environment.
• Exceptional communication skills and confidence to build relationships with a diverse, international clientele. Fluency in spoken English is essential; proficiency in a second language is highly advantageous.
• Confident, up
  -to-date knowledge of Central London —including transport, attractions, services, restaurants, and bars — with specific expertise in areas like Mayfair, Soho, and the West End.
• Flexibility to work shifts that include weekends and occasional evenings.

• Proactively supply guests and residents with accurate directions and comprehensive information regarding property amenities, services, and local areas of interest and activities.
• Efficiently manage all luggage processes, including tagging, secure storage, and timely retrieval, ensuring guests are provided with the proper claim tickets.
• Clearly communicate parking procedures to guests and visitors and assist with managing the flow of vehicles at the hotel entrance.

• Deliver a personalized first impression; greet and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, utilizing their name whenever possible.
• Addresses all guest service needs, questions, and concerns professionally, positively, and in a timely manner.
• Actively listen to and positively resolve guest concerns and requests using brand
  -specific processes to ensure delight and build lasting trust.
• Proactively anticipate guest needs and preferences through observant listening and thoughtful questioning, acting immediately to personalize their experience.
• Engage guests in conversation about their stay, property services, and local area attractions and offerings.
• Provide respectful and comprehensive assistance to individuals with disabilities, adhering to all property guidelines for support.
• Collaborate with and assist colleagues across all departments to ensure seamless coverage and consistently prompt guest service.
• Provide a fond farewell, thanking guests with genuine appreciation for their visit.

• Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
• Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

• Maintain clear, appropriate, and professional language at all times when interacting with guests and colleagues.
• Ensure complete discretion by discussing sensitive work topics, activities, or problems quietly and privately, avoiding all public and guest
  -facing areas.
• Foster effective teamwork by actively listening to and clearly communicating with all colleagues to ensure seamless information exchange and operational flow.
• Adhere strictly to telephone etiquette standards, including answering within three rings, maintaining a positive and warm tone, personalizing the call by using the caller's name, efficiently transferring calls, and always requesting permission before placing a caller on hold.

• Support all co
  -workers and treat them with dignity and respect.
• Develop and maintain positive and…