Doorman – St. Pancras

Title: Doorman – St. Pancras London Autograph Collection

Company: Autograph Collection

Location: London, England, United Kingdom

Additional Information Service charge

Job Number

Job Category Rooms & Guest Services Operations

Location Euston Road, London NW1 2AR
, United Kingdom VIEW ON MAP

Schedule Full Time

Located Remotely? N

Position Type Non-Management

Pay Range: 12.80 hourly

Position Summary

As a Doorman at St Pancras, you are one of the first associates that a guest comes into contact with. Your friendly, authentic approach creates a unique and personalized guest experience when the guest walks in the door.

Extraordinary Operations

• As a member of the concierge team, very SIP, SAVOUR, SEE, SHOP recommendation made reflects your knowledge, experience and ultimately your own reputation as a doorman/ concierge professional.
• Every guest interaction should be personalised and special- you can make this happen by taking ownership of each guest interaction, listening for cues and following up on cues to deliver a memorable experience.
• If the guest asks for something, the phrase ‘that’s not my job/ that’s not in my job description’ doesn’t apply here or in any department in the hotel.
• There is no such thing as ‘no’ when it comes to a guest request- do what you need to do to meet request (engage with other colleagues, departments, expertise) or at the very least, find alternatives to present back to the guest when all other options are exhausted.

Extraordinary Services

• Deliver, advocate and support the hotel and brand’s service standards at every moment, including knowledge of the hotel, it’s history, the Navigator and the RWay.
• Attend and actively participate in all required training sessions including shift briefings and any other.
• Is a role model for service and hospitality ensuring every guest is satisfied and will return. Obtain feedback and shares accordingly.

Extraordinary People

• Work as a strong and committed team member and colleague, as well as proactively nurturing any stakeholder relationships (e.g. owner, extended sales team and suppliers).

Extraordinary Innovation

• Proactively contribute ideas and shares creative solutions to make St Pancras the best possible workplace and destination of choice for our guests.

Working in a safe environment

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of suspicious persons on property premises.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Speak to guests and co-workers using clear, appropriate, and professional language.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

You’ll need to know your stuff

• Address guests’ service needs in a professional, positive, and timely manner.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using…