Access Porter

As Luggage Porter at Mandarin Oriental Ritz, Madrid, within the Concierge department, 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.

Key Responsibilities:

• Attend all guests according to the Company and Hotel philosophy.
• Deliver luggage to the guest room in accordance to LQEs and MOQA.
• Deliver newspapers to all guest rooms.
• Maintain the clean and neat luggage cart.
• Use properly the luggage tags for departure and arrival.
• Record properly the guest luggage stored.
• Maintain a clear communication with doorman, bell captain and concierge during the shift.
• Be familiar with room equipment.
• Be familiar with hotel facilities, activities and events.
• Maintain a correct record of all the deliveries.
• Maintain the correct organization of the storage room.
• Approach guest needing assistance with luggage or package.
• Ensure a correct and clear handover during ending and starting shift.
• Ensure and guarantee the security of the luggage / package storeroom.
• Ensure and guarantee the security/condition of the luggage delivery during arrival and departure.
• Understand and comply with all Desk Bell SOP´S.
• Assume all the responsibilities and duties during the shift.
• Ensure an appropriate work atmosphere with colleagues and concierges service provider.
• Act with extreme responsibility when dealing with guest personal or confidential information. Do not divulge or transfer any data concerning the guest.
• Ensure efficient and appropriate teamwork.
• Ensure and maintain securities measures in the work area.
• Appropriate, reasonable and professional use of the hotel’s network.
• Support and adhere to all M.O policies and procedures relating to Safe, Sound and Sustainable.
• Act all the times as Hotel Ambassador.
• Ensure compliance with the MOHG social media Policy, i.e. to be fully responsible for the content you publish on any social media platform including personal site.
• Carry out any additional duties requested by the management related to the Concierge Desk or Hotel operational activities.

What We Expect from You:

• Attention to detail and quality oriented.
• Positive attitude and willingness to provide exceptional service.

Our Commitment to You:

• Learning & Development: Your success is our success. We offer tailored learning and development programs to help you grow at every stage of your career.
• MOstay: As part of the #MOfamily, you’ll enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide, for both you and your loved ones.
• Health & Wellness: We prioritize work-life balance and offer a variety of health benefits and wellness programs to support your well-being.
• Retirement Plans: We offer flexible retirement plans, recognizing your long-term commitment and contribution.
• Staff Welfare Fund (Fondo Social): Access to a fund supporting your overall well-being.
• Flexible Compensation: Enjoy a flexible compensation plan that includes access to DKV health insurance (employee-contributed).
• Internal Events & Team Building: Participate in exciting internal events and team-building activities to strengthen relationships with your colleagues.

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