Doorman

Nestled in the city's heart, Mandarin Oriental Downtown, Dubai, offers a stunning fusion of modern design with a touch of oriental flair, redefining hospitality standards.

With unparalleled views of Dubai's skyline, the iconic Burj Khalifa, and the sparkling Arabian Sea, this urban retreat offers 224 luxury Residences and 259 Rooms & Suites.

Going beyond traditional hospitality, Mandarin Oriental Downtown, Dubai, it's not just a hotel but a lifestyle destination, offering relaxation, luxury, and memorable experiences.

Scope of Position

The Doorman 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.

Responsibilities

Departmental:

• Initiate contact with guests entering and departing the hotel, while opening and closing the main hotel door.
• Assist guests with luggage and load luggage onto carts for bellman delivery including providing baggage checks for guests.
• Assist guests with car doors.
• Responsible for flow of street traffic outside the hotel.
• Maintain the cleanliness of the entrance.
• Obtain department keys and radio / phone; ensure security of such.
• Maintain complete knowledge and comply with all hotel’s a departmental policies and procedures.
• Remain in assigned post position, maintaining correct stance.
• Collect and record guest preferences.
• Ensure Bell carts, carpets and all other supplies and equipment are at all times aligned correctly at the Front Door.
• Assist guests in locating and retrieving lost luggage.
• Assist guests in getting taxis.
• Ensure customer satisfaction from arrival to departure in accordance to the MOHG Legendary Quality Experiences (LQEs)
• Follow all the FLHSS&E requirements and procedures.
• Escort guests to the express elevators and communicate via radio with front office team.
  
  

Colleague Relations

• Foster a positive work environment, promote teamwork, and address any conflicts or issues that arise.
• Maintain open communication channels with other departments to ensure seamless coordination and colleague satisfaction.
• Participate in regular meetings with management and staff to discuss operational updates, challenges, and opportunities for improvement.
• Serve as a role model demonstrating humility, empathy, integrity, and a commitment to service excellence.
  
  

Guest Relations

• Warmly engage and converse with guests while arriving or departing the hotel.
• Ensure customer satisfaction in accordance with the applicable MOHG Legendary Quality Experiences (LQEs).
• Create WOW moments to surprise and delight in house guests.
• Listen to any customer complaints and if possible, resolve them effectively and otherwise refer to the manager in charge.
  
  

Skills And Qualifications

• Senior School qualification or equivalent
• Minimum 3 years’ experience working in a 5-star hotel environment.
• Minimum 2 years’ Door or Bell experience
• Previous experience working in the Middle East Region is an advantage
• Excellent verbal and written communication skills in English.
• Verbal and written communication skills in Arabic or other languages are preferred.
• Ability to understand guest needs and expectations and to deliver superior customer service with little input from others.
• Strong interpersonal and communication skills, with the ability to interact effectively with guests and colleagues
• With organizational skills and attention to detail, with the ability to multitask and prioritize in a fast-paced environment.
• Physical capability to stand for a long period of time.
• Flexibility to work a variety of shifts, including evenings, weekends, and holidays as per business needs.