Job Description

Substitute Door Person

Mandarin Oriental New York is looking for a Substitute Door Person to join our Guest Service team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the Guest Service Department in New York the Substitute Door Person is responsible for the overall guest satisfaction by creating a delightful arrival and departure experience, storing of guest’s luggage, communication of information and guest requests.

The Substitute Door Person reports to the Director and Assistant Director of Front Office Operations.

As Substitute Door Person you will be responsible for the following duties:

· 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

· Deliver newspapers to all guest rooms by 6 AM

· Escort guests to their destination

· Flag raising and lowering

· Maintain the cleanliness of the entrance

· Handle delivering and storing of guest items/baggage

· Familiarization with the entire room product including IT & T equipment

· Maintain complete knowledge of:

a) All hotel features/services, hours of operations

b) All hotel restaurant food concepts, menu price range, dress code and ambiance

c) All hotel room types, numbers/names, layout appointments, amenities and locations.

d) All hotel room rates, special packages and promotions.

e) Daily house count and expected arrivals/departures

f) Scheduled daily group activities, names and locations of meeting/banquet rooms.

g) Local events, attractions, holiday schedules

· Maintain complete knowledge and comply with all hotel a departmental policies and procedures.

· Attend line-up daily.

· Greet, welcome and anticipate every guest and their needs.

· Ensure every guest receives a fond farewell.

· Control and monitor traffic flow.

· Access all functions of the computer in accordance with departmental specifications.

· Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.

· Ensure that the Front Door is attended at all times.

· Document guest requests for Bell Person or Valet assistance.

· Maintain cleanliness and working condition of departmental equipment/supplies.

· Maintain the condition of hotel entrance, lobby, bell desk and luggage storage areas.

· Ensure that all pertinent information is documented in the logbook daily.

· Correctly tag, store and retrieve luggage from luggage storage.

· Identify and explain hotel facilities, services and features to guests.

· Remain in assigned postposition, maintaining correct stance.

· Ensure Bell carts, Carpets and all other supplies and equipment are at all times aligned correctly at the Front Door.

· Ensure Luggage carts are clean and neat in appearance.

· Successful completion of the training process.

· Handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.

· Assist guests in locating and retrieving lost luggage.

· Assist guests in getting taxis.

· Relay accurate directions to guests on inquiries regarding destinations of local area.

· Ensure all vehicle doors are opened immediately upon arrival and departure of guest.

· Collect and record guest preferences.

· Fulfil any task(s) assigned by Leaders.

· Ability to understand guest inquiries and provide responses.

· Ability to focus attention on guest needs, remaining calm and courteous.

· Ability to promote positive relations with all individuals who approach the door.

· Ability to think clearly, quickly, maintains concentration and makes concise decisions.

· Ability to focus attention on details.

· Ability to maintain confidentiality of all guest information and pertinent hotel data.

· Ability to ensure security of guestroom access.

· Ability to perform job functions with minimal supervision.

· Ability to work cohesively with other departments and co-workers as part of a team.

· Ability to be flexible as the job changes.

· Ability to analyze and resolve problems exercising good judgement.

· Ability to work flexible hours, including weekends, holidays and evenings if necessary.

· Must have a professional image and personality exuding confidence and leadership skills.

· Be an ambassador to The Mandarin Oriental Hotel Company at all times, in and outside of one’s workplace.

· Ability to be a clear thinker in pressure situations and exercise good judgement.

· Ability to work well under pressure of check-in/check-out of 200 guests and in coordinating all departmental functions.

· Ability to focus attention on guests’ needs.

· Ability to exert physical effort in placing, removing and transporting guest luggage.

· Ability to remain stationary at assigned post for extended periods of time.

NOTE: The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion with notice.

As Substitute Door Person, we expect from you:

• 2 years New York hotel Bell Person experience
• Able to communicate written and spoken English
• Excellent overall communication skills
• Able to multi-task
• The ability to work well in a team environment
• Able to lift up to 50 lbs on a regular basis
• Able to lift up to 100 lbs on an occasional basis
• Able to stand for extended periods of time

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

Pay and Benefits:

• Pay $22.28 to $29.70 hourly- commensurate with experience

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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