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Employment type

Department / Job Level

Property / Office

Residential Porter

Apply now Job no: 507685
Employment type Full time
Property / Office: Mandarin Oriental, Boston
Location: Boston, MA, United States
Department: Non-Management (Experienced), Non-Management (Entry), Residences

The Group

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.  Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality. 

Our Hotel

This position is located at Mandarin Oriental Boston. Holding both the AAA Five Diamond and the Forbes Five-Star awards, Mandarin Oriental, Boston enjoys a coveted location in beautiful Back Bay. With a sophisticated yet relaxed atmosphere, the hotel offers the perfect blend of luxury and style.

Strategic Intent

It is the mission and intent of this position that the Residential Porter will keep the Resident’s perspective in mind at all times in carrying out the mission of the Mandarin Oriental Residences.  

Scope of Position

The Residential Porter will provide assistance to the Residential Concierge Staff by serving Resident’s needs.

Organizational Structure


The Residential Porter reports to the Assistant Manager of Residences and receives instructions from the Residential Concierge.

Duties and Responsibilities

1.      Major responsibilities       

  • Greet and assist Residents, visitors, colleagues.
  • Deliver incoming packages, mail, dry cleaning, flowers, groceries, etc.  
  • Assist in coordinating Resident requests and affairs.

Requirement on Core Competencies

The incumbent will require the following personal attributes:

1.      Delighting our Residents

·         Awareness and sensitivity to the concept of luxury and quality

·         Responsive and genuine with guests and colleagues

·         Confident with guest interactions

2.      Delighting our Colleagues

·         Able to read and write English

·         Is culturally sensitive

·         Listens to fellow colleagues

·         Is co-operative and committed to the MOHG Mission

3.      Becoming the Best

·         Achievement and goal oriented

·         Is positive

·         Able to communicate alternative and positive solutions to problems

·         Adaptable and suitable to change

·         Seeks continuous improvement opportunities

4.      Working Together

·         Committed to the overall MOHG mission

5.      Playing by the Rules

·         Operates ethically

·         High level of personal integrity

·         Balances needs of guests and colleagues

6.      Acting with Responsibility

·         Establishes self-accountability

·         Accepts feedback and coaching




1.      Mandatory

·         Able to communicate in 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

2.      Desirable

·         Multi-lingual is preferred


Basic Function: To greet and assist Residents in a professional, courteous, efficient and team-centered manner; to maintain the security and cleanliness of the Residential Entrance and Lobby. To assist in providing professional, courteous and efficient service to all.


·         To be positioned at the Concierge Desk or Residential Lobby whenever possible, at post position, especially between the hours of 7:15am – 8:30am and 10pm – 11pm. When stationed, one is to maintain good posture and positive body language, which suggest a willingness to be of assistance to anyone at any time.

·         To properly have radio at all times. It is important that one always monitor the radio communication, and always respond back to the caller, confirming that the message(s) has been received.

·         To properly sign, from shift to shift, receipt and return of the Residential Porter’s building keys.

·         To be acquainted with all Residents and regular visitors, and to greet them by name whenever possible, in a polite and personable manner.

·         To assist with luggage, packages, groceries, etc., on behalf of all Residents. Always ask for assistance if items exceed 50 pounds, or cannot be lifted reasonably or comfortably. Items that cannot be comfortably and securely carried through the Front Lobby must be delivered into the building via the Loading Dock entrance. Please protect injury to one’s self and damage to the building at all times.

·         To retrieve, label, record and either deliver/store all residential packages received at the Loading Dock. Notify Residential Concierge of any packages that appear damaged in nature.

·         Coordinate and communicate all deliveries, including dry cleaning, groceries and packages, with the Residential Concierge, ensuring proper, punctual and recorded delivery to all.

·         To courteously direct all residential and private contractors, service professionals and large deliveries to the Loading Dock entrance (during standard operating hours). All must properly sign in at Security before gaining access to the residences.

·         To notify the Residential Concierge of any maintenance or safety issues needing review and response.

·         To have a complete understanding of the life safety and emergency response facilities and procedures.

·         To properly secure and manage the delivery and pickup of all residential dry cleaning items.

·         To maintain a clean and visually appealing Front Door space and Front Lobby.

·         On the direction of the Residential Concierge or Manager of Residences, the service elevator should be properly padded for contractors, delivery personnel and moving companies.

·         Residential elevators should be inspected, once at the beginning of a shift, and once at the end of a shift.

·         To complete/coordinate various task requests, such as mail/package delivery, plant watering, car starting/warming, etc., as specified in Resident Vacation Instructions and directed by the Lobby Concierge.

·         To properly clean and maintain the Residential Lobby bell carts.

·         Run errands throughout building, as directed by the Residential Concierge and Manager of Residences.

·         To escort visitors to the residents’ units, as directed by the Residential Concierge and Manager of Residences.

·         If a Resident or visitor requires the need of a wheelchair, it is available and stored in the Fire Command Center. This is for transport only.

·         To properly assist and relieve the Residential Concierge and Residential Doorperson.

·         To respond to all requests and perform all tasks with a service-oriented attitude and enthusiasm.

·         To perform all tasks, as assigned by the Residential Concierge or Manager of Residences. Immediate direction is taken from the Residential Concierge; colleagues are allowed 10-15 minutes w/ each Resident; if more time is needed, Residential Concierge approval needed. The Residential Concierge will direct the Residential Porter as to which tasks receive priority.

·         To maintain and present a neat, professional appearance at all times.

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

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Equal Employer Opportunity statement:

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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