Doorman

Roles and responsibilities

Warmly welcome guests upon arrival, offering a friendly and hospitable greeting
Open doors for guests as they enter and exit the building, providing a courteous and seamless experience
Maintain clear communication with front desk staff, bellhops, and other team members to ensure a smooth guest experience
Assist in managing vehicular and pedestrian traffic at the entrance to ensure safety and order
Regularly inspect the entrance area to ensure it is clean, presentable, and free of hazards
Ideally with a relevant degree or diploma in Hospitality or Tourism management
Minimum 2 years work experience hotel operations
Good customer service, communications and interpersonal skills are a must
Guest Reception and Interaction
Greet Guests: Warmly welcome guests as they arrive at the venue, offering a friendly and professional first impression.
Assist with Entry: Help guests enter the venue, direct them to the appropriate area (e.g., bar, seating, event hall), and provide necessary instructions (e.g., dress code, event guidelines).
Manage Waiting Lists: If the venue is busy or requires reservations, manage guest waiting lists, ensuring that customers are seated or admitted in an orderly manner.
Check Reservations: Verify reservations for guests arriving at restaurants, clubs, or events to ensure they are on the list and ensure they are seated or allowed entry without delays.
Security and Safety
Monitor Entry: Ensure that only authorized individuals are entering the venue, checking for proper identification, tickets, or guest lists, especially in restricted or age-sensitive environments (e.g., nightclubs, bars).
Manage Crowd Control: In larger venues or events, the Door Host may be responsible for controlling the flow of guests to ensure a smooth, safe entrance and exit, avoiding overcrowding or bottlenecks.
Ensure Safety Compliance: Monitor guests to ensure that venue rules and safety protocols (e.g., dress code, behavior, security checks) are followed.
Handle Emergencies: In case of an emergency, the Door Host may be involved in helping guests evacuate the premises safely or managing emergency protocols as directed by security or venue staff.
Customer Service and Assistance
Answer Inquiries: Provide guests with information about the venue, such as facilities, schedules, policies, or event details. Address guest concerns and provide directions if needed.
Manage VIP Guests: Provide additional attention and services to VIP or high-profile guests, ensuring their needs are met and they have a smooth experience.
Resolve Complaints: Handle any initial guest complaints or issues with tact and professionalism, escalating them to management when necessary.

Desired candidate profile

Coordinating with Staff

• Work with Security: Collaborate with the venue's security team to ensure the safety of all guests and resolve any security issues that may arise.
• Coordinate with Hosts/Hostesses: Communicate with other front-of-house staff to ensure that guests are properly seated or directed according to reservations or availability.
• Assist with Special Requests: Relay any special requests or accommodations from guests to the relevant departments (e.g., dietary restrictions, accessibility needs).

Operational Duties

• Ticketing and Entry Management: If applicable, manage ticketing at the door, ensuring that guests have valid tickets or passes for entry to events or services.
• Monitor Guest Departures: Ensure guests are properly greeted and assisted when leaving the venue, including handling checkouts, gratuities, or final checks.
• Maintain Cleanliness and Organization: Ensure the entryway or door area is kept clean, organized, and welcoming at all times.

4. Key Skills and Competencies

Customer Service and Communication Skills

• Friendly and Approachable: A welcoming and professional attitude is essential for greeting and assisting guests.
• Excellent Verbal Communication: The ability to communicate clearly, concisely, and politely with guests, coworkers, and management.
• Active Listening: Attentively listen to guest needs or requests, ensuring they feel heard and valued.
• Problem-Solving: Handle customer concerns and complaints promptly and effectively, ensuring a positive resolution where possible.