Job Description

Front Office Associate (Doorman)


With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.


If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.


The Doorman plays a vital role in creating a welcoming & memorable first impression. This role involves greeting guests warmly, assisting with luggage, managing the flow of vehicles, and ensuring smooth arrivals & departures.


What will I be doing?

As the Doorman, you will be responsible for performing the following tasks to the highest standards:


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Essential Duties & Responsibilities


• Welcome Guests on arrival and assist them during their stay
• Open doors for guests and escort them to the reception or their designation destination.
• Ensure daily smooth operation of driveway & hotel entrance
• Assisting guests with their luggage for guest arrival and departure
• Maintain the cleanliness of the driveway, hotel's lobby and general public area
• Ensure that all guests' requests are met and follow-up accordingly
• To store all luggage in the storage room in an orderly manner at all times
• Follow-up action in logbooks to ensure that they have been acted without delay
• To maintain public area facilities and exercise caution by not damaging the lift walls, or corridor walls when using the trolley
• To maintain the conditions of the equipment, e.g. polishing the trolleys and etc
• To be well-versed in all related hotel product information including room rates, meeting facilities, Food & Beverage Outlets and other hotel facilities
• To greet guests arriving at via motor transportation and etc and welcome them by assisting in opening their car door, when needed
• To render assistance to guests for public transportation i.e. Taxi to ensure that they get to their destination on time
• Handle all guests' luggage for both arrivals and departures promptly within minimum standard respond time
• Load/Unload the luggage into the guest's vehicles and/or taxi, confirms the number of pieces of luggage and issue claim luggage receipt to the guest accordingly
• Deliver all items received via Concierge Desk to the guest's room or back of house offices
• To offer directional assistance to guest and accompanying them towards the direction, where possible
• Attend to all guest inquiries, comments and requests at the desk and over the telephone, in a courteous and professional manner
• Maintain current information on all hotel services as well as external locations, attractions, and landmarks in the hotel vicinity
• Attend to guest needs and maintain good relations with hotel guest, patrons, corporate accounts and positive contacts with government units or agencies to encourage repeat business
• Look continuously for ways to improve the income of the hotel whilst decreasing costs without impacting guest service
• Ensure hotel facilities and services are offered and positively promoted to guests at all times
• Encourage team work and spirit in all areas of the department
• Ensure the cleanliness and tidy of your respective work station and ensure all equipment are working properly
• Maintain effective communication and close working relationships between the Front Office and all departments
• To be fully conversant with the hotel emergency and evacuation procedure
• Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion
• Show a positive, energetic and caring attitude at all times towards fellow staff, our guests, and our suppliers
• Actively support the hotel's team culture, and help to achieve the goals of the hotel's vision
• Maintain proper coordination with other departments and in the section
• Actively support the work and decisions of all teams and committees

What are we looking for?


A Doorman serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:


• Able to perform moderately complex mathematical calculations without error.
• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.
• Able to access and accurately input information using a moderately complex computer system.
• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Good interpersonal skills to provide overall guest satisfaction.
• Able to work under pressure and deal with stressful situations during busy periods.
• 1 or 2 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all!