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About the Role

The Door Person is the pivotal Front-of-House representative, serving as the first and last impression a guest has of our property. This role is responsible for expert guest hosting and managing the flow at the hotel entrance while delivering a Five-Star luxury guest service experience. It requires initiative to anticipate guest needs, offer personalized recommendations, and upsell to maximize revenue and achieve sales goals. The Door Person collaborates with the Front-of-House team to ensure operational excellence and elevate guest and employee satisfaction.

Responsibilities

Proactively supply guests and residents with accurate directions and comprehensive information regarding property amenities, services, and local areas of interest and activities.
Efficiently manage all luggage processes, including tagging, secure storage, and timely retrieval, ensuring guests are provided with the proper claim tickets.
Clearly communicate parking procedures to guests and visitors and assist with managing the flow of vehicles at the hotel entrance.
Deliver a personalized first impression; greet and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, utilizing their name whenever possible.
Address all guest service needs, questions, and concerns professionally, positively, and in a timely manner.
Actively listen to and positively resolve guest concerns and requests using brand-specific processes to ensure delight and build lasting trust.
Proactively anticipate guest needs and preferences through observant listening and thoughtful questioning, acting immediately to personalize their experience.
Engage guests in conversation about their stay, property services, and local area attractions and offerings.
Provide respectful and comprehensive assistance to individuals with disabilities, adhering to all property guidelines for support.
Collaborate with and assist colleagues across all departments to ensure seamless coverage and consistently prompt guest service.
Provide a fond farewell, thanking guests with genuine appreciation for their visit.
Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
Maintain clear, appropriate, and professional language at all times when interacting with guests and colleagues.
Ensure complete discretion by discussing sensitive work topics, activities, or problems quietly and privately, avoiding all public and guest-facing areas.
Foster effective teamwork by actively listening to and clearly communicating with all colleagues to ensure seamless information exchange and operational flow.
Adhere strictly to telephone etiquette standards, including answering within three rings, maintaining a positive and warm tone, personalizing the call by using the caller's name, efficiently transferring calls, and always requesting permission before placing a caller on hold.
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance.
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Maintain awareness of suspicious people on property premises.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Perform other reasonable job duties as requested.

Requirements

Exceptional grooming, professional posture, and a genuine passion for delivering service within a Five-Star Luxury Lifestyle environment.
Exceptional communication skills and confidence to build relationships with a diverse, international clientele.
Fluency in spoken English is essential.
Proficiency in a second language is highly advantageous.
Confident, up-to-date knowledge of Central London —including transport, attractions, services, restaurants, and bars — with specific expertise in areas like Mayfair, Soho, and the West End.
Flexibility to work shifts that include weekends and occasional evenings.

Skills

Customer Service Orientation
Team Work
Diversity Relations
Interpersonal Skills
Communication
Listening
English Language Proficiency
Presentation
Positive Demeanor
Dependability
Integrity

Location

Central London

Work Type

Full-time

Experience Level

No related work experience is required
No supervisory experience is required

Education Level

High school diploma/G.E.D. equivalent

About the Company

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.
EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm.
The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.
We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work.
A place where service comes from the heart, not from a handbook.
A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
In joining EDITION, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.