Position Summary
At Westin, we are committed to empowering guests to enhance their well-being while traveling. The Bellperson serves as a key ambassador of the guest experience by providing exceptional arrival, departure, transportation, and luggage assistance services. This position creates memorable first and last impressions by delivering personalized, attentive, and professional service while promoting Westin's commitment to hospitality excellence.
The Bellperson is responsible for assisting guests with luggage, escorting guests to guest rooms, providing property information and directions, supporting transportation needs, and ensuring all guest interactions reflect the Marriott and Westin service standards.
Essential Functions
Guest Arrival & Departure Services
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Warmly welcome guests upon arrival and provide prompt assistance with luggage and personal belongings.
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Escort guests to guestrooms and explain room features, resort amenities, and hotel services.
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Assist guests during departures by transporting luggage and coordinating transportation services.
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Maintain accurate luggage storage procedures and issue claim tickets when required.
Guest Services
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Provide resort information, directions, restaurant recommendations, and local area knowledge.
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Assist guests with transportation arrangements, including taxis, rideshares, airport transportation, and valet coordination.
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Respond promptly and professionally to guest requests, questions, and concerns.
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Maintain knowledge of hotel services, operating hours, special events, and local attractions.
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Deliver amenities, packages, messages, and guest requests to guestrooms as assigned.
Operational Responsibilities
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Maintain cleanliness and organization of the bell stand, lobby entrance, baggage storage areas, and guest arrival zones.
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Monitor lobby and entrance areas to anticipate guest needs and provide proactive assistance.
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Communicate effectively with Front Desk, Valet, Concierge, Housekeeping, Engineering, and Security to ensure seamless guest service.
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Accurately document and track luggage handling activities.
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Follow cash handling procedures when receiving gratuities or processing guest transactions as authorized.
Safety & Security
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Handle guest belongings with care and accountability.
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Adhere to all hotel safety and security procedures.
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Report maintenance, safety, or security concerns immediately.
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Follow proper lost and found procedures.
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Operate hotel vehicles only if authorized and qualified.
Additional Responsibilities
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Support group arrivals and departures.
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Assist with guest room moves and special VIP requests.
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Participate in hotel training and brand initiatives.
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Perform other duties as assigned by management.
Required Qualifications
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High school diploma or equivalent preferred.
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Previous hospitality, guest service, customer service, or luxury hotel experience preferred.
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Valid California driver's license with an acceptable driving record may be required.
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Ability to obtain and maintain hotel-approved driving authorization, if applicable.
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Strong guest service and communication skills.
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Ability to work flexible schedules including evenings, weekends, and holidays.
Knowledge, Skills & Abilities
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Exceptional interpersonal and customer service skills.
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Professional appearance and demeanor.
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Ability to multitask in a fast-paced environment.
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Strong problem-solving skills and attention to detail.
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Knowledge of local attractions, transportation options, and resort amenities.
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Ability to communicate effectively with guests and associates.
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Ability to work independently and as part of a team.
Physical Requirements
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Frequently lift, carry, push, and pull luggage and packages weighing up to 50 pounds independently and heavier items with assistance.
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Stand and walk for extended periods throughout the shift.
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Bend, stoop, kneel, reach, and climb stairs as necessary.
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Work indoors and outdoors in varying weather conditions.
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Operate luggage carts and related equipment safely.
Work Environment
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Fast-paced luxury resort environment.
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Frequent interaction with guests, associates, vendors, and visitors.
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Exposure to outdoor temperatures and weather conditions.
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Requires flexibility to work weekends, evenings, and holidays based on business needs.
Core Competencies
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Guest Focus
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Communication
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Professionalism
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Dependability
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Teamwork
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Initiative
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Problem Solving
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Attention to Detail
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Safety Awareness
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Service Excellence
Equal Employment Opportunity
Dolphin Hotel Management, LLC and The Westin Rancho Mirage Golf Resort & Spa are equal opportunity employers. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity, gender expression, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, military or veteran status, or any other status protected by applicable federal, state, or local law. Qualified applicants with criminal histories will be considered in accordance with the California Fair Chance Act and other applicable laws.
This job description is not intended to be a comprehensive list of all duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify duties and responsibilities as business needs require.
