BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.
Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.
While our walls speak of history, it’s our people, their ambition, and their creativity, that shapes our future.
Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.
SCOPE & GENERAL PURPOSE
The Doorman works closely with the Concierge Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.
The Doorman exhibit meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery during the stay.
The Doorman is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth.
COMPETENCIES
1. Guest Satisfaction
- Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.
- Takes customers’ interests and complaints seriously.
- Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.
- Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.
2. Guest Experience Quality
- Proactively seeks customers’ feedback with intention to improve service.
- Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.
- Attends service trainings and other trainings intended to improve service.
- Ensures professional, high quality work standards are met.
- Uses feedback constructively to learn and improve.
3. Attitude And Motivation
- Has a positive, collaborative, solutions-oriented attitude.
- Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.
- Seeks for advice or different perspective in order to manage situations outside of their immediate control.
4. Time Keeping And Attendance
- Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.
- Offers flexibility when business needs require rota changes.
- Gives sufficient notice for sickness and other absences, and lateness.
- Arrives to work earlier to change and / or prepare to start their duties at agreed time.
5. Appearance
- Familiarises themselves with grooming policy and presents themselves at work appropriately.
- Follows the dress code and makes every effort to keep high personal hygiene standards.
6. Personal & Professional Development
- Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.
- Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.
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Doorman employer: Harri
Franco Manca is an exceptional employer located in the vibrant Soho area of London, offering a dynamic work environment where you can thrive as a People Coordinator. With a strong focus on employee growth, a supportive team culture, and a range of benefits including generous holiday allowances, health plans, and unique perks like free pizzas, you'll find meaningful opportunities to make a real impact while enjoying a fulfilling career in hospitality.
