At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

 Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.

 While our walls speak of history, it’s our people, their ambition, and their creativity, that shapes our future.

 Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

 SCOPE & GENERAL PURPOSE

The Doorman works closely with the Concierge Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

 The Doorman exhibit meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery during the stay.

 The Doorman is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth.

 COMPETENCIES

 1.     Guest Satisfaction

·       Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.

·       Takes customers’ interests and complaints seriously.

·       Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.

·       Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

 2.     Guest Experience Quality

·       Proactively seeks customers’ feedback with intention to improve service.

·       Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.

·       Attends service trainings and other trainings intended to improve service.

·       Ensures professional, high quality work standards are met.

·       Uses feedback constructively to learn and improve.

 3.     Attitude And Motivation

·       Has a positive, collaborative, solutions-oriented attitude.

·       Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.

·       Seeks for advice or different perspective in order to manage situations outside of their immediate control.

 4.     Time Keeping And Attendance

·       Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.

·       Offers flexibility when business needs require rota changes.

·       Gives sufficient notice for sickness and other absences, and lateness.

·       Arrives to work earlier to change and / or prepare to start their duties at agreed time.

 5.     Appearance

·       Familiarises themselves with grooming policy and presents themselves at work appropriately.

·       Follows the dress code and makes every effort to keep high personal hygiene standards.

 6.     Personal & Professional Development

·       Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.

·       Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

 7.     Communication

·       Communicates eloquently with guests, team members and stakeholders.

·       Encourages communication throughout the organisation.

·       Shares information with others clearly and respectfully.

·       Listens to others sympathetically and takes feelings and views into consideration.

·       Communicates awareness of strengths and weaknesses and admits to mistakes.

·       Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.

 8.     Integrity

·       Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.

·       Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.

·       Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

 9.     Interpersonal Skills And Teamwork

·       Understands and appreciates diverse cultural nuances.

·       Tries to adjust to different cultures and ways of working.

·       Behaves politely and respectfully and is able to work efficiently in a team.

·       Quickly builds rapport with others.

·       Support colleagues and managers through challenging periods.

·       Shows tolerance and consideration for others' viewpoints.

·       Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

 10.  Motivating And Influencing Others

·       Creates a climate of teamwork by encouraging harmony, co-operation and communication.

·       Cares for others’ well-being; inspires a positive attitude to work among colleagues.

 11.  Orientation Towards Solutions

·       Takes ownership of finding the best solution for the challenge in their area of responsibilities.

·       Considers different approaches to finding solutions.

·       Consults their manager or a specialist to ensure solution has a positive impact.

·       Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.

·       Observes their workflow and suggests improvements and ideas.

·       Uses technology effectively to increase effectiveness and quality of their work.

 12.  Adaptability

·       Shows awareness for one's own strengths and weaknesses.

·       Willing to adjust to uncertain conditions.

·       Accepts new ideas and supports change initiatives.

·       Open to new information and willing to learn new techniques.

·       Maintains stable performance in changing circumstances.

 13.  Decision Making

·       Contributes to decision making by providing accurate and sufficient information.

·       Makes their own decisions quickly and with respect to guests and colleagues.

·       Makes rational judgements on the basis of all available information.

 14.  Time And Task Management

·       Manages time effectively.

·       Completes tasks on time.

·       Structures work activities in an efficient way.

·       Respects and follows company policies.

·       Shows organisational commitment.

·       Ensures safety at the workplace.

 15.  Adherence To Policies & Procedures

·       Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.

·       Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.

·       Identifies potential risks in the hotel and brings to manager’s attention.

 16.  Adherence To Employee Handbook

·       Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

 KEY RESPONSIBILIES

·     Warmly welcome guests upon arrival, open car and hotel doors, and assist with any immediate needs.

·     Provide assistance with luggage, directions, and any special requests. Coordinate with the Bell Service to ensure smooth and timely luggage handling.

·      Work closely with the FOH team to ensure that guest vehicles are parked and retrieved efficiently and courteously.

·     Monitor the hotel entrance and surroundings, ensuring that only authorized persons enter the premises. Report any suspicious activity or security concerns to the Manager on Duty.

·     Engage with guests in a polite and professional manner, offering information about the hotel’s amenities, nearby attractions, and local events. Handle inquiries and resolve any issues with discretion and promptness.

·    Assist with arranging transportation services, such as taxis, ride-sharing services, or hotel shuttles, ensuring guests have reliable and timely travel arrangements.

·     Maintain an up-to-date knowledge of the surrounding area, including new and upcoming attractions, restaurants, and events.

·     Ensure that the hotel entrance, lobby area, and surrounding grounds are immaculate and welcoming at all times. Assist in maintaining the cleanliness and organization of these areas.

·     In case of emergency situations, assist in guiding guests safely and communicate with the hotel’s security or management teams as necessary.

·     Maintain effective communication with the front desk, concierge, and other guest services teams to ensure seamless service delivery.

·     Maintain a polished and professional appearance in accordance with the hotel’s grooming standards.

·     Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.

·     Respond to emergency situations calmly and efficiently, following hotel protocols.

 This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

 SKILLS & QUALIFICATIONS

 ·       High attention to detail and commitment to a luxury quality service.

·       A friendly and approachable attitude with a genuine passion for hospitality.

·       Impeccable grooming and presentation standards.

·       Ability to work under pressure and handle challenging situations with grace.

·       Flexibility to adapt to changing guest needs and preferences.

·       Problem-solving skills with a focus on guest satisfaction.

·       Strong organisational skills and multitasking abilities.

·       Exceptional customer service skills with a passion for delivering a luxury guest experience.

·       Excellent communication, problem-solving, and organizational skills.

·       High level of professionalism, discretion and integrity.

·       Fluency in multiple languages is a plus.

·       High school diploma or equivalent required, a degree in hospitality or a related field is preferred.

·       Minimum of 1 year of experience in a similar role is desired.

 WORKING CONDITIONS

·       Hours, including weekends and bank holidays.

·       Physical demands such as being on the feet for long periods of time and manual handling.

 At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.

 Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within every one, our team create unforgettable experiences for our guests.

 While our walls speak of history, it’s our people, their ambition, and their creativity, that shapes our future.

 Join us, and become part of a culture that celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

 SCOPE & GENERAL PURPOSE

The Doorman works closely with the Concierge Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

 The Doorman exhibit meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery during the stay.

 The Doorman is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth.

 COMPETENCIES

 1.     Guest Satisfaction

·       Focuses on identifying and meeting customer's needs by paying attention to their preferences and makes sure customers have a memorable experience.

·       Takes customers’ interests and complaints seriously.

·       Delivers prompt, efficient and personalised service; shows empathy and understanding for customers’ views and attitudes.

·       Uses proactive approach in maintaining relationships with customers by recognition, use of name, polite conversations.

 2.     Guest Experience Quality

·       Proactively seeks customers’ feedback with intention to improve service.

·       Reflects on service in their own area of responsibility, reports service flaws to the manager on duty, suggests service improvements and ideas.

·       Attends service trainings and other trainings intended to improve service.

·       Ensures professional, high quality work standards are met.

·       Uses feedback constructively to learn and improve.

 3.     Attitude And Motivation

·       Has a positive, collaborative, solutions-oriented attitude.

·       Has an ability to motivate oneself and seeks for support by the manager, colleague, or other supportive relationship on occasions when that ability is diminished.

·       Seeks for advice or different perspective in order to manage situations outside of their immediate control.

 4.     Time Keeping And Attendance

·       Demonstrates punctuality and good time management by observing agreed start and end times and lunch breaks.

·       Offers flexibility when business needs require rota changes.

·       Gives sufficient notice for sickness and other absences, and lateness.

·       Arrives to work earlier to change and / or prepare to start their duties at agreed time.

 5.     Appearance

·       Familiarises themselves with grooming policy and presents themselves at work appropriately.

·       Follows the dress code and makes every effort to keep high personal hygiene standards.

 6.     Personal & Professional Development

·       Completes all trainings assigned by the company and their manager, makes an effort to improve based on feedback gathered during annual reviews, probation assessment, and check-in conversations with the manager.

·       Proactively seeks feedback and takes it as an opportunity to learn; identifies opportunities to improve via training interventions, leads their own development plan when one is present.

 7.     Communication

·       Communicates eloquently with guests, team members and stakeholders.

·       Encourages communication throughout the organisation.

·       Shares information with others clearly and respectfully.

·       Listens to others sympathetically and takes feelings and views into consideration.

·       Communicates awareness of strengths and weaknesses and admits to mistakes.

·       Maintains relationships with people at all levels in the organisation; gives improvement feedback when appropriate.

 8.     Integrity

·       Acts consistently in accordance with their own values and those of company: belonging, sensitivity, wellbeing, changemaking, sustainability.

·       Models high standards of behaviour for others through one's own actions; maintains confidentiality and upholds agreements made with others.

·       Able to relate to people from different cultures; maintains a balance between work and personal life so neither affects the other negatively.

 9.     Interpersonal Skills And Teamwork

·       Understands and appreciates diverse cultural nuances.

·       Tries to adjust to different cultures and ways of working.

·       Behaves politely and respectfully and is able to work efficiently in a team.

·       Quickly builds rapport with others.

·       Support colleagues and managers through challenging periods.

·       Shows tolerance and consideration for others' viewpoints.

·       Respects people from other cultural backgrounds and takes care to employ curiosity and courtesy in ambiguous situations.

 10.  Motivating And Influencing Others

·       Creates a climate of teamwork by encouraging harmony, co-operation and communication.

·       Cares for others’ well-being; inspires a positive attitude to work among colleagues.

 11.  Orientation Towards Solutions

·       Takes ownership of finding the best solution for the challenge in their area of responsibilities.

·       Considers different approaches to finding solutions.

·       Consults their manager or a specialist to ensure solution has a positive impact.

·       Shares the learning with the team and their manager and communicates effectively to ensure future problems of the same nature are prevented.

·       Observes their workflow and suggests improvements and ideas.

·       Uses technology effectively to increase effectiveness and quality of their work.

 12.  Adaptability

·       Shows awareness for one's own strengths and weaknesses.

·       Willing to adjust to uncertain conditions.

·       Accepts new ideas and supports change initiatives.

·       Open to new information and willing to learn new techniques.

·       Maintains stable performance in changing circumstances.

 13.  Decision Making

·       Contributes to decision making by providing accurate and sufficient information.

·       Makes their own decisions quickly and with respect to guests and colleagues.

·       Makes rational judgements on the basis of all available information.

 14.  Time And Task Management

·       Manages time effectively.

·       Completes tasks on time.

·       Structures work activities in an efficient way.

·       Respects and follows company policies.

·       Shows organisational commitment.

·       Ensures safety at the workplace.

 15.  Adherence To Policies & Procedures

·       Adheres to and communicates the company policies and procedures to team members, and role-models adherence to set a positive example.

·       Applies a consistent and fair approach when actioning policy and procedures to ensure credibility in delivery and efficiency across the organisation.

·       Identifies potential risks in the hotel and brings to manager’s attention.

 16.  Adherence To Employee Handbook

·       Demonstrates consistent adherence to Employee Handbook to help employee culture and build trust and credibility with peers and management team.

 KEY RESPONSIBILIES

·     Warmly welcome guests upon arrival, open car and hotel doors, and assist with any immediate needs.

·     Provide assistance with luggage, directions, and any special requests. Coordinate with the Bell Service to ensure smooth and timely luggage handling.

·      Work closely with the FOH team to ensure that guest vehicles are parked and retrieved efficiently and courteously.

·     Monitor the hotel entrance and surroundings, ensuring that only authorized persons enter the premises. Report any suspicious activity or security concerns to the Manager on Duty.

·     Engage with guests in a polite and professional manner, offering information about the hotel’s amenities, nearby attractions, and local events. Handle inquiries and resolve any issues with discretion and promptness.

·    Assist with arranging transportation services, such as taxis, ride-sharing services, or hotel shuttles, ensuring guests have reliable and timely travel arrangements.

·     Maintain an up-to-date knowledge of the surrounding area, including new and upcoming attractions, restaurants, and events.

·     Ensure that the hotel entrance, lobby area, and surrounding grounds are immaculate and welcoming at all times. Assist in maintaining the cleanliness and organization of these areas.

·     In case of emergency situations, assist in guiding guests safely and communicate with the hotel’s security or management teams as necessary.

·     Maintain effective communication with the front desk, concierge, and other guest services teams to ensure seamless service delivery.

·     Maintain a polished and professional appearance in accordance with the hotel’s grooming standards.

·     Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.

·     Respond to emergency situations calmly and efficiently, following hotel protocols.

 This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business. 

 SKILLS & QUALIFICATIONS

 ·       High attention to detail and commitment to a luxury quality service.

·       A friendly and approachable attitude with a genuine passion for hospitality.

·       Impeccable grooming and presentation standards.

·       Ability to work under pressure and handle challenging situations with grace.

·       Flexibility to adapt to changing guest needs and preferences.

·       Problem-solving skills with a focus on guest satisfaction.

·       Strong organisational skills and multitasking abilities.

·       Exceptional customer service skills with a passion for delivering a luxury guest experience.

·       Excellent communication, problem-solving, and organizational skills.

·       High level of professionalism, discretion and integrity.

·       Fluency in multiple languages is a plus.

·       High school diploma or equivalent required, a degree in hospitality or a related field is preferred.

·       Minimum of 1 year of experience in a similar role is desired.

 WORKING CONDITIONS

·       Hours, including weekends and bank holidays.

·       Physical demands such as being on the feet for long periods of time and manual handling.