Why us?

At The Bidwell Marriott Portland, you’re not just joining a hotel—you’re stepping into aspace that reflects the soul of the city. Located on Portland’s storied BroadwayAvenue, we blend warm, good-natured hospitality with an independent spirit thatcelebrates curiosity, comfort, and connection.

Our team thrives on crafting personalized guest experiences rooted in authenticity andcare. Whether it’s greeting a guest like an old friend, recommending a local hiddengem, or simply making someone’s day a little easier—we lead with heart, attention,and purpose. We believe in meaningful work, shared pride, and a culture where everyvoice matters.

Working at The Bidwell means being part of a team that’s both relaxed and refined. Welive and lead at the intersection of downtown culture and Northwest nature—creatinga sanctuary in the center of it all. It’s a place to grow, contribute, and build somethingtogether that’s truly unique to Portland.

As part of Sage Hospitality Group, we’re anchored by a shared mission to enrich lives,one experience at a time. We encourage independent thinking, value diversity ofthought, and invest in your development—because we know that when you thrive, sodo we.

Join us at The Bidwell—where good-natured hospitality meets purpose, place, andpossibility.

Job Overview

The Guest Services Manager (GSM) leads the Valet department and is accountable for a safe, welcoming, and efficient arrival and departure experience. The GSM protects guest vehicles and belongings, develops associates, manages labor and parking controls, and resolves service concerns with sound judgment and timely follow-through.

 

At The Bidwell, this leader brings genuine Pacific Northwest warmth to the first and last moments of each stay. The GSM connects daily valet decisions with guest satisfaction, associate development, financial performance, and the hotel’s service standards while coordinating closely with Front Office and other hotel teams.

Responsibilities

Valet operations and vehicle stewardship

• Direct daily valet operations across all operating shifts, including vehicle intake, parking, retrieval, dispatch, and shift handoffs. Remain visible during peak periods and provide hands-on assistance when needed.
• Plan coverage and vehicle flow using occupancy, arrival and departure patterns, group movements, restaurant demand, special events, garage capacity, and local traffic conditions.
• Maintain clear vehicle and key accountability. Ensure accurate claim checks, key tags, parking locations, attendant records, and documented transfers at each shift change.
• Verify completion of vehicle condition checks and documentation of existing damage according to hotel procedures. Ensure vehicles are secured and keys remain in controlled storage with access limited to authorized associates.
• Enforce guest verification before releasing a vehicle or keys, including approved procedures for lost claim checks, disputed ownership, and other exceptions.
• Maintain safe loading areas and pedestrian routes. Coordinate vehicle staging and parking within approved locations, capacity, clearance, and access restrictions; arrange alternatives for vehicles the operation cannot safely accommodate.
• Keep valet work areas, parking routes, luggage storage, carts, radios, and related equipment clean, organized, and ready for service. Report defects promptly and remove unsafe equipment from use.

Guest service and hotel coordination

• Set and reinforce standards for prompt acknowledgment, courteous greetings, professional presentation, luggage assistance, and clear explanations of parking charges, package inclusions, retrieval procedures, and expected wait times.
• Monitor vehicle retrieval and arrival queues, communicate delays proactively, and adjust deployment without compromising safe driving or guest and pedestrian safety.
• Take ownership of guest concerns from the first report through resolution. Listen, document facts, provide practical options within authority, and confirm follow-through with the guest and appropriate hotel leaders.
• Coordinate group arrivals, departures, VIP movements, and guest requests with Front Office, Sales and Events, Food and Beverage, Housekeeping, Engineering, and Security or designated safety leaders.
• Provide respectful, individualized assistance to guests with disabilities or mobility needs. Keep accessible routes clear and coordinate assistance and suitable vehicle arrangements according to hotel procedures.
• Ensure secure handling and documented storage and release of luggage and found property. Protect guest privacy and limit access to guest, vehicle, and payment information.
• Maintain working knowledge of hotel services, High Horse, Base Camp offerings, Portland attractions, and transportation options. Coordinate taxis, rideshare, and other approved providers as requested.
• Support assigned Manager on Duty coverage and other guest services functions, communicate unresolved issues at handoff, and escalate concerns beyond the GSM’s authority.

Associate leadership and development

• Recruit, select, onboard, train, schedule, and develop associates in partnership with the AGM and People & Culture. Participate in Culture of Conversations and employment decisions within delegated authority.
• Conduct concise shift briefings covering demand, assignments, service priorities, vehicle and key exceptions, guest needs, and safety concerns. Confirm understanding and provide clear handoffs between shifts.
• Train and verify proficiency in safe vehicle handling, key control, claim checks, guest verification, luggage handling, parking systems, service recovery, and emergency procedures before independent assignment.
• Provide timely coaching, recognize contributions, address performance concerns consistently, and document feedback and corrective action. Build cross-training and development plans that strengthen coverage and readiness for advancement.
• Create an inclusive, respectful work environment where associates can ask questions and raise concerns. Address conflict constructively and refer sensitive associate matters promptly to the appropriate leader or Human Resources.
• Maintain accurate timekeeping and staffing records, plan breaks and coverage, and manage attendance and overtime in accordance with approved policies and applicable requirements.

Financial controls and continuous improvement

• Prepare staffing forecasts, schedules, supply plans, and budget recommendations. Manage labor, overtime, operating expenses, and inventory within approved budgets while maintaining safe service coverage.
• Oversee accurate parking charges, validations, package inclusions, authorized discounts, and adjustments. Reconcile tickets, vehicle counts, system records, and charges with Front Office and Accounting, and investigate discrepancies promptly.
• Ensure secure handling of payments and cash, where applicable, and timely completion of shift reports and deposits. Support accurate tip records and approved administrative processes in coordination with Payroll and Human Resources.
• Review guest feedback, retrieval times, vehicle incidents, parking capture, labor productivity, training completion, and audit results. Identify recurring causes, assign corrective actions, and report progress to the Front Office Manager.
• Maintain current department procedures and practical contingency plans for staffing shortages, system outages, severe weather, traffic disruption, and parking capacity constraints.
• Coordinate with parking facilities and contracted service providers, where used, to address service gaps, access issues, billing questions, and agreed operating standards. Escalate unresolved concerns through hotel leadership.

Safety and incident response

• Model and enforce safe driving and parking practices, approved routes and speeds, seat belt use, and procedures for distracted driving, reversing, and pedestrian awareness. Stop unsafe activity and arrange a safe alternative.
• Confirm that associates assigned to drive hold valid licenses, meet company and insurer driving eligibility standards, and complete required motor vehicle record reviews and driver training before driving and as required thereafter.
• Ensure associates operate only vehicles they are trained and authorized to handle, including unfamiliar controls, manual transmissions, electric vehicles, and vehicles with adaptive equipment. Coordinate additional assistance when needed.
• Inspect the arrival area and parking operation for hazards, lighting concerns, spills, obstructions, and equipment defects. Coordinate corrective work and take immediate protective action when necessary.
• Respond promptly to collisions, injuries, damage allegations, missing keys, theft concerns, and near misses. Arrange immediate assistance, notify designated leaders, preserve relevant records, and complete timely factual incident documentation.
• Coordinate with Security, hotel leadership, Risk Management, emergency responders, and insurers as directed. Track guest communication and corrective actions, and refer claim decisions or financial commitments beyond authority to the appropriate decision maker.
• Participate in emergency readiness and required safety training. Apply hotel procedures for threatening behavior, suspected impairment, severe weather, and other situations requiring assistance or escalation.

Core leadership expectations

The GSM demonstrates these expectations in daily decisions, guest interactions, associate coaching, and collaboration across the hotel.

Emotional intelligence: Recognize emotional cues, listen before responding, and regulate personal reactions during pressure or conflict. Adapt the approach to the person and situation while maintaining respectful boundaries and clear standards.

Self-awareness and humility: Understand the effect of personal tone, assumptions, and decisions on others. Seek feedback, acknowledge mistakes, ask for help when needed, and give associates credit for their contributions.

Compassion: Respond to guest and associate concerns with patience, dignity, and practical support. Consider individual circumstances, communicate boundaries kindly, and balance care with fair and consistent accountability.

Learning agility: Learn new systems and procedures quickly, ask thoughtful questions, and apply feedback. Reflect on unfamiliar situations and setbacks, adjust the approach, and share useful lessons with the team.

Collaboration: Invite input from associates and other departments, share relevant information early, and work toward hotel-wide solutions. Address disagreements directly and respectfully and support colleagues during changing priorities.

Strategic thinking: Connect daily decisions to guest satisfaction, associate development, labor efficiency, and hotel goals. Anticipate demand and service risks, identify recurring causes, and plan improvements beyond the immediate shift.

Decisiveness: Gather essential facts, weigh service, safety, and financial implications, and make timely decisions within authority. Explain the decision, assign next steps, escalate appropriately, and adjust when new information warrants it.

Communication: Set clear expectations, listen without interrupting, and confirm understanding. Deliver concise shift updates, accurate documentation, constructive feedback, and timely follow-through on commitments.

The Bidwell service culture

Lead with the welcoming, independent spirit of Portland and the reliability guests expect from Marriott. Help associates connect guests with the hotel’s city-to-nature identity, Base Camp experiences, and neighborhood offerings. Support Sage Hospitality’s purpose to enrich lives, one experience at a time, through kindness, inclusion, consistent standards, and meaningful guest and associate connections.

Qualifications

Required qualifications

• High school diploma or equivalent and at least three years of relevant experience in valet, parking, hotel guest services, or a comparable service operation, with demonstrated experience leading shifts, coaching associates, or supervising a team.
• Valid driver’s license and a driving record that meets company and insurer standards. Ability to safely operate vehicles assigned to the role and complete required driver authorization and training.
• Strong guest service, judgment, conflict resolution, organization, and follow-through. Ability to make timely decisions and remain composed during service disruptions or competing priorities.
• Ability to communicate effectively in spoken and written English for guest service, team direction, safety instructions, and accurate documentation.
• Ability to learn and use hotel and valet systems, scheduling and timekeeping tools, payment systems, email, and spreadsheets; interpret operating reports; and apply basic financial and reconciliation skills.
• Availability for a flexible schedule that may include mornings, evenings, weekends, holidays, and overnight or Manager on Duty coverage as assigned.

Preferred qualifications

Previous hotel valet management or supervisory experience; experience with parking revenue controls, department budgets, and service recovery; familiarity with Marriott service expectations or Sage Hospitality operations; knowledge of downtown Portland; and proficiency with manual transmissions or other vehicle types used by the operation.

Physical demands and work environment

The physical demands below represent those associated with the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stand and walk for extended periods; move between the entrance, valet station, parking areas, and hotel work areas; use stairs; and bend, reach, kneel, and enter and exit vehicles as duties require.
• Drive and maneuver guest vehicles safely, use vehicle controls and communication devices, observe traffic and surroundings, and communicate safety information effectively.
• Lift and carry luggage or packages weighing up to 50 pounds and push or pull luggage carts weighing up to 200 pounds, using safe handling techniques and assistance or equipment when appropriate.
• Work indoors and outdoors in rain, seasonal temperature extremes, low-light conditions, vehicle traffic, noise, and exhaust. Maintain situational awareness in a busy urban arrival and parking environment.

Other responsibilities

Perform other related duties as assigned by hotel management. This description summarizes the role and is not an exhaustive list of duties, responsibilities, or qualifications.

Benefits

The Perks:

• $50 discounted Tri-Met monthly pass
• Drastically reduced hotel rates for you and your friends & family at both Marriott & Sage Hotels
• Sage Restaurant Concepts discounts (The Original Dinerant, Departure, Urban Farmer)
• Unlimited paid time off
• Paid Sick Time
• Paid Holidays
• Medical, Vision & Dental Insurance
• Complimentary Parking at Hotel Garage
• Referral Bonus Eligible

At Sage we create a culture of belonging. Our team members serve with creativity, and passion.  Sage associates execute unforgettable experiences and take pride in our communities. We set new standards in hospitality.