The role of a Doorman is the most vital experiential and security position for Real Facilities Management & Engineering Limited as it operates residential buildings (apartments, condos), luxury hotels, and upscale office buildings. It’s a role that blends customer service, security, and operations.
Core Function: The “Face” of the Building
- To provide a welcoming, professional, and secure first and last impression for all residents, guests, and visitors.
- To represent the luxury, safety, and attentiveness of the property
Primary Duties & Responsibilities
CUSTOMER SERVICE & HOSPITALITY (THE PRIMARY ROLE)
- Greet residents, guests, and visitors warmly and professionally.
- Open doors and assist with entering/exiting, especially with packages, luggage, or strollers.
- Hail taxis, call ride-share services, and assist with valet parking coordination.
- Provide general concierge services: give directions, recommend local restaurants, shops, and services.
- Accept and log deliveries (packages, food, dry cleaning) and notify residents promptly.
- Assist residents in and out of vehicles during inclement weather with an umbrella.
- Manage and maintain the lobby area to ensure it is clean, presentable, and inviting.
SECURITY & ACCESS CONTROL
- Monitor all persons entering and exiting the building.
- Verify the identity of guests and visitors before granting access; announce guests to residents.
- Enforce building security policies and procedures.
- Prevent unauthorized entry and monitor for suspicious activity.
- Maintain a detailed log of deliveries, contractors, and after-hours guests (in a logbook or digital system).
- Control and monitor security cameras and alarm systems (in some buildings).
- Perform routine security walks of the lobby and perimeter.
OPERATIONAL & LOGISTICAL SUPPORT
- Handle incoming phone calls to the front desk and direct calls appropriately.
- Receive, sort, and manage mail (often in coordination with a mail carrier or superintendent).
- Coordinate with building maintenance for resident requests or issues (e.g., reporting a burned-out bulb in the lobby).
- Assist with minor tasks like accepting resident laundry or holding keys for approved individuals.
- Monitor and report any building issues or maintenance needs in common areas.
EMERGENCY & SAFETY RESPONSE
- Be familiar with and follow all fire, safety, and emergency evacuation procedures.
- Serve as a first point of contact in an emergency, directing emergency services (police, fire, medical) upon arrival.
- Provide clear instructions and assistance to residents and visitors during emergencies.
KEY SKILLS & PERSONAL ATTRIBUTES
- Exceptional Interpersonal Skills: Friendly, courteous, and patient demeanor.
- Professional Appearance: Neat, well-groomed, and in uniform.
- Observational Skills: Keen awareness of people and surroundings.
- Discretion & Trustworthiness: Handles sensitive information and resident privacy with utmost care.
- Problem-Solving: Ability to handle minor complaints or unexpected situations calmly.
- Physical Stamina: Standing for long periods, sometimes lifting packages or luggage.
- Dependability: Punctual and reliable for scheduled shifts, which often include nights, weekends, and holidays.
Typical Work Environment
- Positioned at a podium or desk in a building’s main lobby or entrance.
- Requires being outdoors periodically to hail cabs or assist guests.
- Often part of a larger team, reporting to a Head Doorman, Concierge Manager, or Property Manager.