Marriott
Doorman - St. Pancras London Autograph Collection
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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, every 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 personalized 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 the 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, its history, the Navigator, and the RWay.
- Attend and actively participate in all required training sessions, including shift briefings and any others.
- Be a role model for service and hospitality, ensuring every guest is satisfied and will return. Obtain feedback and share 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 share 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.
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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 the guest's name when possible.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Stay up to date on what is going on in the locale and ensure you communicate this information to guests in accordance with the navigator program.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assist other ambassadors to ensure proper coverage and prompt guest service.
- Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage.
You’ll Be Expected to Deliver on the Following:
- Continually expand knowledge of local attractions, popular culture, and consumer brands relevant for guests.
- Stay up-to-date on the local area, including unique attributes, happenings, and offerings, so that you are prepared to provide specific recommendations for guests.
- Build and use personal and professional resources to offer unique recommendations.
- Communicate recommendations in a way that builds excitement and interest among guests and associates.
- Follow all company policies and procedures.
- Perform other duties as assigned to meet business needs.
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Your Key Measures for This Role
- TripAdvisor
- Brand Standard Audit
- Specific Guest Voice Navigator questions
You Know You’re Doing a Great Job When:
- Achieves a minimum of a P rating in annual performance review.
- Is being recognized by guests for extraordinary hospitality and product knowledge.
- GuestVoice & TripAdvisor scores are improving.
- RFind, Navigator, and BSA requirements are passed with 100% compliance.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative—in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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