Bell & Door Team Member

Tiempo Completo

LORE GROUP Lore Group is an international hospitality company that designs, transforms, manages and operates hotels, restaurants and bars across Europe and the United States. We create storied hotels for the long term with our hotels at the heart of their communities. Thoughtful design, intuitive service and stories that last is at the core of everything we do with our four values, Family, Discovery, Detail and Spirit embedded across each of our hotels helping us inform the decisions we make and the behaviours we bring to work to validate how we stay true to our vision and our mission. Our diverse portfolio of award-winning properties includes Pulitzer Amsterdam, Sea Containers London, Riggs Washington D.C. with aspirations to grow the group even further in the future. 

DESCRIPTION OF HOTEL Sea Containers London is a flagship Lore Group lifestyle hotel located on the South Bank, offering a vibrant, design-led guest experience with strong food and beverage, events, and premium accommodation offerings. The hotel has 354 guest rooms and suites and our goals for all our guests is to provide them with extraordinary and memorable experiences, always being inclusive; fun and with our own sense of relaxed hospitality. 

Within the hotel, our Thames Suites operate as a “hotel within a hotel”, delivering an elevated, highly personalized experience with a bespoke guest journey, dedicated daily team and personalized amenities. The Thames Suites is a key strategic and commercial pillar of the hotel, designed to drive incremental revenue, guest loyalty, and brand differentiation.  

SUMMARY DESCRIPTION OF POSITION

Our Bell and Door team member is a dynamic, highly guest-facing position at Sea Containers, dedicated to delivering a seamless, personalised, and memorable experience from arrival to departure. As a constant and visible presence in the lobby, this role serves as the primary point of arrival and departure for guests, embodying the hotel’s commitment to exceptional, guest-centric hospitality. This is a critical position, and the first impression our guests receive sets the tone for the rest of their time at Sea Containers London 

Responsible for warmly welcoming guests and facilitating smooth arrival and departure of our guests, the Bell and Door team member ensures every first and last impression reflects excellence. By anticipating guest needs and transforming requests into thoughtful, delightful surprises, the role goes beyond service delivery to create meaningful, memorable moments. The Bell and Door Team member is key to supporting daily processes of guest arrivals and needs and ensuring their check-in experience is fully recognised, coordinated and supported. They are the key point for valet; external door management; hosting guests; luggage management, collection and delivery and rooming guests.  

The role also includes gathering and responding to feedback, resolving concerns with professionalism and empathy, and continuously striving to elevate service standards. This means at times the role is universally supporting the additional Front of House functions, stepping in and being proactive.  

Above all, the Bell and Door team member places the guest at the heart of every interaction, decision, and action—creating exceptional experiences that foster loyalty and lasting impressions. 

REPORTING RELATIONSHIP

The role will report directly to the Front of House Manager. This is an on-property position based within the hotels, and it is expected that the individual will split their time accordingly to meet the required business results expected. Due to the nature and specific role responsibilities, the Bell and Door Team members are required to have a dotted line to the Assistant Front of House Managers and to provide the House Manager with full support on the Thames Suite program if and when required. 

ROLE AND RESPONSIBILITIES

Guest Arrival and Departure:

• Greet/Bid Farewell to our guests with a friendly and welcoming demeanour.  

• Assist guests with luggage at all stages of the guest journey  

Luggage Handling:

• Retrieve luggage from vehicles and transport it to guest rooms or storage areas.  

• Provide assistance to guests with all luggage items  

Door Services:

• Open and close doors for guests in a courteous manner.  

• Be accountable to front door manning at all times. 

• Be accountable to lobby manning points at all times 

• Be prepped for arrivals for all aspects of the hotel including our Thames Suites and Events. 

• Ensure that entryways are clean, well-lit, and presentable.

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Transportation Assistance:

• Arrange for transportation services, such as taxis or shuttles, as requested by guests.  

• Provide information about local transportation options. Always walk guests out of the hotel and demonstrate directions. 

Concierge Services:

• Offer basic concierge services, such as providing information on local attractions, restaurants, and entertainment options.  

• Assist with making reservations for guests.  

Security and Safety:

• Monitor the arrival and departure areas to ensure the safety and security of guests.  

• Ensure all luggage is safely stored as per procedure  

• Ensure luggage is always brought to the correct guests and managed as per procedure. 

• Report any suspicious activity or concerns to the appropriate authorities.  

Communication:

• Maintain clear communication with other hotel departments and staff members.  

• Relay important information and updates to the front desk or management.  

Customer Service:

• Provide exceptional customer service by being attentive to guests' needs and preferences.  

• Address guest inquiries and concerns promptly and professionally.  

Bell Desk Organization:

• Keep the bell desk area organized and clean.  

• Ensure that equipment, such as luggage carts, is well-maintained.  

Valet Parking Assistance:

• Assist with valet parking services for guests arriving with vehicles. Bell and Door team are required to drive cars to said parking areas and provide a full Valet service. 

• Coordinate with the remainder of the team providing valet that parking tickets are accounted for and charged. 

• Ensure all aspects of the parking area and road requirements are adhered to  

Event Support:

• Provide assistance during special events, conferences, or large gatherings.  

• Assist with directing guests to event venues and meeting spaces.

Cash Handling:

• Handle cash transactions, such as tips or fees for transportation services.  

• Ensure accurate and transparent accounting of funds.  

Training and Development:

• Participate in ongoing training programs to enhance customer service skills.  

• Train new team members on standard operating procedures.  

Appearance and Uniform:

• Maintain a professional appearance and adhere to the uniform standards set by the hotel.  

• Ensure that the bell and door team presents a cohesive and polished image.  

Upselling:

• Promote hotel amenities, services, and special packages to guests.  

• Encourage the use of additional services, such as spa treatments or dining options.  

PROFESSIONAL / PERSONAL QUALIFICATIONS

It is imperative that the individual upholds the philosophy, culture, and values of the Lore Group living and breathing the core values of Family, Discovery, Detail and Spirit. 

Skills / Knowledge / Experience

• Strong communication and presentation skills (verbal, listening, writing) 

• Strong guest centric skills in listening; personalization and anticipation 

• Strong training delivery experience is essential 

• Strong organization and analytical skills in problem-solving 

• Ability to acquire, maintain and influence relationships e.g., stakeholders, customers, vendors, investors 

• Knowledge and genuine interest of the markets specific luxury / lifestyle hotel and leisure sector  

• Effective conflict and change management skills 

• Significant proven experience in the same or similar role  

• Ability to drive and direct guests 

Qualifications

• Relevant professional qualifications for location role is based. 

• Driving license 

Lore Leadership Competencies: 

• Leadership (Through Humility, Innovation & Creative Thinking) 

• Kindness; Attention to Detail and always maintaining a Gracious attitude when dealing with others. 

• Taking accountability / delivering results 

• Building effective relationships 

• People & culture 

• Applying individual expertise