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Luggage Porter

Apply now Position: Luggage Porter
Job no: 519708
Employment type Full time
Property / Office: Mandarin Oriental Ritz, Madrid
Location: Madrid, Spain
Department: Concierge, Non-Management (Experienced)

With more than 300 colleagues, we are seeking Porter with the passion to deliver the best service and exceed our guest’s expectations.

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

 

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Scope of Position

The Porter is responsible for achieving guest satisfaction by creating a delightful arrival and departure experience, which includes escorting guests to their destination, handling, delivering and storing of guests’ luggage, communication of information and handling guest requests.

 

Reporting Line/s

The Porter will report directly to Chef Concierge, Assistant Chef Concierge, Concierge Supervisor and Bell Captain.

Duties:

  1. Attend all guests according to the Company and Hotel philosophy.
  2. Ensure customer satisfaction from the fist interaction to departure in accordance to the MOHG Legendary Quality Experience (LQEs), the MOHG Pillars and the perspective service standards of MOQA.
  3. Deliver luggage to the guest room in accordance to LQEs and MOQA.
  4. Deliver messages, packages or other items to the guest room in accordance to LQEs and MOQA.
  5. Deliver newspaper to all guest room.
  6. Maintain the clean and neat luggage cart.
  7. Use properly the luggage tags for departure and arrival.
  8. Record properly the guest luggage stored.
  9. Maintain a clear communication with doorman, bell captain and concierge during the shift.
  10. Be familiar with room equipment.
  11. Be familiar with hotel facilities, activities and events.
  12. Maintain a correct record of all the deliveries.
  13. Maintain the correct organization of the storage room.
  14. Approach guest needing assistance with luggage or package.
  15.  Ensure a correct and clear handover during ending and starting shift.
  16. Ensure and guarantee the security of the luggage / package store room.
  17. Ensure and guarantee the security/condition of the luggage delivery during arrival and departure.

Responsibilities:

  1. Understand and comply with all Desk Bell SOP´S.
  2. Assume all the responsibilities and duties during the shift.
  3. Ensure an appropriate work atmosphere with colleagues and concierges service provider.
  4. Act with extreme responsibility when dealing with guest personal or confidential information. Do not divulge or transfer any data concerning the guest.
  5. Ensure and efficient and appropriate environment team work.
  6. Ensure and maintain securities measures in the work area.
  7. Appropriate, reasonable and professional use of the hotel’s network.
  8. Support and adhere to all M.O policies and procedures relating to Safe, Sound and Sustainable.
  9. Act all the times as Hotel Ambassador.
  10. Ensure compliance with the MOHG Social Media Policy, ie. to be fully responsible for the content you publish on any social media platform including personal site.
  11. Carry out any additional duties requested by the management related to the Concierge Desk or Hotel operational activities.

Advertised: Romance Daylight Time
Applications close: Romance Daylight Time

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