Mgr Guest Service

Sage Hospitality • Portland, OR

10d

About The Position

At The Bidwell Marriott Portland, you’re not just joining a hotel—you’re stepping into a space that reflects the soul of the city. Located on Portland’s storied Broadway Avenue, we blend warm, good-natured hospitality with an independent spirit that celebrates curiosity, comfort, and connection.
Our team thrives on crafting personalized guest experiences rooted in authenticity and care. Whether it’s greeting a guest like an old friend, recommending a local hidden gem, 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 every voice matters.
Working at The Bidwell means being part of a team that’s both relaxed and refined. We live and lead at the intersection of downtown culture and Northwest nature—creating a sanctuary in the center of it all. It’s a place to grow, contribute, and build something together 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 of thought, and invest in your development—because we know that when you thrive, so do we.
Join us at The Bidwell—where good-natured hospitality meets purpose, place, and possibility.
POSITION FOCUS
The Guest Service Manager is a dynamic operational leader responsible for managing the valet team while playing a key leadership role in the Front Office. This position directly supervises the valet operation and provides hands-on support to the Front Desk team to ensure seamless service and guest satisfaction.
This is a working manager role. The Guest Service Manager is regularly scheduled as part of the operating team, maintaining a visible presence in the lobby, leading by example, and actively supporting associates in the moment. This leader sets the tone for service excellence by being present, responsive, and ready to assist wherever needed.

Requirements

• High School diploma or equivalent required.
• 3+ years of hotel experience in a guest service, front office, or valet supervisory role required.
• Strong leadership and coaching skills, with a service-oriented mindset.
• Working knowledge of hotel systems, guest relations, and transportation coordination.
• Excellent communication and problem-solving abilities, with the ability to stay calm under pressure.
• Valid driver’s license required; CDL or Chauffeur’s License may be required based on state law or vehicle size.
• Must be able to stand and walk for extended periods, lift up to 50 lbs, and perform duties in both indoor and outdoor environments.
• Must be available to work evenings, weekends, holidays, and serve in the MOD rotation.

Nice To Haves

• Hospitality certification or college coursework preferred.
• Previous experience leading a team in a high-volume, guest-facing environment strongly preferred.
• Knowledge of DOT compliance and vehicle safety procedures preferred.

Responsibilities

• Guest Experience & Service Recovery
• Lead by example in greeting guests, resolving concerns, and ensuring elevated service at arrival, during stay, and at departure. Act as the champion of first impressions.
• Respond promptly and professionally to guest concerns and feedback; execute service recovery with empathy and authority.
• Empower front-line associates to deliver welcoming, personalized service while maintaining brand standards. Act as brand standards coach for the department.
• Operations & Coordination
• Manage day-to-day valet operations: safe transportation, compliance, garage standards, front drive standards, and accurate guest logs.
• Coordinate closely with Front Office and Valet teams during all-volume periods, group arrivals/departures, and special events. Ensure daily goals are executed.
• Ensure proper inventory, supplies, and cost control across valet and front office functions.
• Team Leadership & Supervision
• Hire, train, coach, and develop the Valet team, ensuring performance expectations and brand standards are met.
• Provide daily leadership, guidance, and operational support to the Front Desk team, working in close collaboration with the Front Office Manager
• Deliver pre-shift meetings and ensure the team is informed about daily priorities, VIP arrivals, service standards, and hotel activity.
• Lead by example on the front drive and in the lobby, stepping in to assist during peak periods and supporting service delivery in real time
• Safety, Security & Property Oversight
• Support the MOD program and serve as a leadership presence during evenings, weekends, and special events
• Complete regular property walkthroughs, ensuring all public areas are clean, safe, and guest-ready.
• Respond appropriately to incidents and assist with incident documentation and basic guest-related security concerns.
• Training & Development
• Ensure all valet and front office team members receive consistent onboarding, cross-training, and ongoing education in service, safety, and systems.
• Facilitate training on hotel systems ,guest communication, and service recovery techniques.
• Promote a culture of engagement, continuous improvement, and hospitality excellence.
• Administrative Responsibilities
• Support weekly schedule creation, labor planning, and coverage coordination for the valet team.
• Assist in managing departmental expenses, reviewing supply orders, and ensuring cost efficiency.
• Participate in the Safety Committee and other departmental meetings to contribute to continuous improvement and cross-functional alignment.

Benefits

• Complimentary TriMet bus pass or parking
• Drastically reduced hotel rates for you and your friends & family at Marriott Hotels
• Sage Restaurant Concepts discounts (The Original Dinerant, Departure, Urban Farmer)
• Unlimited paid time off
• Paid Holidays
• Medical, Vision & Dental Insurance
• 401(k) + employer matching
• Referral Bonus Eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED