Opening doors to another world
Providing good service is a way of life for Matthew Moran. He’s given various roles a go during his career in hospitality. He talks to Karina Abadia about his current job as a hotel doorman.
You have to be able to multitask to be a good doorman but you also need to be perceptive, Matthew Moran says.
He’s been a doorman and welcomer at the Pullman Auckland since last August.
‘‘Sometimes you can read that a person doesn’t want to be overindulged, they just want to get the job done.
‘‘Other people you can tell are happy to chat because they’re in holiday mode.’’
Moran has had plenty of experience in the hospitality trade.
His most enduring role was working as an Air New Zealand international flight attendant for 18 years.
He bought a cafe called Barretta in Beresford Square in 2006 which he ran for a few years.
Moran has also owned a B&B in Herne Bay and leased another on Waiheke Island.
The job at the Pullman Hotel came up after he moved back to the mainland last year.
When people think of a doorman they envisage someone wearing a top hat and gloves but times have changed, Moran says.
The 50-year-old loves interacting with people and it’s a job which keeps him on his toes.
As well as greeting people and opening doors, he also directs cars on the forecourt.
‘‘If it’s a normal day the cars seem to come in like clockwork and you go and open the door.
‘‘Then there’s normally a porter to help them with luggage.
‘‘If it’s a really busy day it’s just a point of directing, welcoming, going to the next car and making sure there’s no gridlock.’’
If it doesn’t rain it pours. That’s really typical of the job and of hospitality, Moran says.
A lot of guests ask him questions about good places to eat or what there is to do in the city.
Luckily the CBD resident dines out a lot so he’s always got a good recommendation.
Moran typically works from 8am till 6.30pm.
When it’s busy he works five days on and two days off but generally it’s four days on and three days off.
Sunday is the most extreme day of the week.
‘‘It’s absolutely crazy in the morning with people leaving all at the same time. In the afternoon it’s just dead.’’
Moran is good at looking out for jobs to do during slow periods.
If it’s really quiet he cleans the posts outside or the windows and doors.
If they’re short of porters inside he’ll help with room checks or taking bags up.
Dealing with hen parties is often interesting.
‘‘They’ll turn up and some of the cakes they bring in are quite outrageous.
‘‘To say some of them are naughty is an understatement.
‘‘I just tell the porter: ‘ You might want to cover the cake up before you wheel it around’ and the look on their face is like: ‘ Oh my God’.
‘‘That’s a fun part of the job.’’
Visits from professional sports players can also cause a stir.
‘‘A lot of rugby league teams come to the hotel and have ice baths.
‘‘There was one team that walked virtually naked through the lobby in little towels. That got a lot of looks.’’
On hand: Matthew Moran says being the doorman at the Pullman Auckland is about ensuring guests are taken care of throughout their stay.