Porteiro Lisboa

Overview

The Doorman is stationed at the hotel entrance and lobby area, often exposed to outdoor conditions and high guest traffic. The role is to warmly welcome arriving guests and offer a courteous farewell to departing guests, always expressing appreciation and the desire to welcome them back. The Doorman assists with luggage, provides guidance and information, and ensures a smooth guest experience from arrival through departure. Participates in daily departmental briefings and is attentive to immediate guest needs.

Responsibilities

• Assist with transporting guest luggage from vehicles to trolleys or designated storage.
• Assist in locating and retrieving misplaced guest luggage.
• Tag, store, and retrieve luggage correctly and safely.
• Escort guests to their rooms and explain hotel facilities and services.
• Point out the nearest fire exits and explain safety features in guest rooms.
• Stay informed of ongoing and upcoming hotel functions to direct guests appropriately.
• Maintain knowledge of local attractions and activities to recommend to guests.
• Provide accurate directions and transportation information when requested.
• Answer the bell desk phone within three rings using proper telephone etiquette.
• Handle guest complaints promptly and professionally, ensuring immediate resolution.
• Remain at assigned post with proper posture and attentiveness.
• Monitor and maintain the appearance of the lobby and bell desk areas.
• Ensure guest privacy and secure access to guest rooms at all times.
• Assist bell staff with vehicle loading and unloading.
• Support valet services by helping with vehicle parking, key handling, and accurate completion of vehicle claim tickets.
• Assist the Concierge team in fulfilling guest requests and delivering services.

Experience

• Previous experience in a
  - facing role, preferably in a luxury or upscale hotel.
• Experience in bell service, guest relations, or valet operations is a plus.
• Familiarity with hotel standards for guest arrival and departure processes is an asset.

Skills & Knowledge

• Excellent communication and interpersonal skills.
• Strong sense of hospitality and
  - focused service.
• Good organizational and multitasking abilities.
• High attention to detail, especially in billing and reservation handling.
• Ability to remain calm and professional under pressure.
• Knowledge of
  - in/check-out procedures, room allocation, and general hotel operations.
• Proficiency in handling cash and following accounting procedures.
• Team player with a positive attitude and flexible approach.
• Fluent in English; other languages are an asset.
• Good telephone etiquette and ability to handle calls efficiently and courteously.

Education / Qualification

• Secondary education required; hospitality or tourism studies are a plus.
• Basic training in guest service or bell desk operations is advantageous.
• Fluent in English; additional languages are highly desirable.
• Valid driver’s license may be required if assisting with valet operations.
• On-the-job training will be provided for
  - specific standards and procedures.

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Hospitality