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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