POSITION PURPOSE
Provide a warm welcome and farewell experience for arriving and departing guests while overseeing valet and bell service standards. Assist guests with luggage, vehicle handling, directions, and property information, while supporting the valet and bell team through training, communication, brand standards awareness, and operational coordination to ensure efficient, safe, and guest-focused service.
ESSENTIAL FUNCTIONS
- Greet all arriving and departing guests. Offer directions to conference attendees. Maintain standards of excellence in the escorting of guests to and from their rooms and assist with luggage. Inform guests of all accommodation features, property amenities, and promote hotel outlets.
- Safely operate all guest vehicles when parking and pulling vehicles on hotel property, including standard and automatic transmission vehicles as required. Obey all California traffic laws while operating vehicles.
- Ensure valet and bell team members adhere to established service standards, brand standards, and departmental operating procedures.
- Communicate site inspection needs and deliver on-site inspection support in coordination with hotel leadership and appropriate departments.
- Attend group resume meetings as assigned and communicate relevant group details, arrival patterns, service expectations, and operational updates to the valet and bell team.
- Manage valet lot usage based on business needs, including expanding or reducing designated valet parking areas as occupancy, events, and operational volume require.
- Train new valet and bell staff on guest service expectations, safety procedures, property standards, vehicle handling, luggage handling, and departmental processes.
- Support the development and communication of incentives or contests designed to improve team performance, guest service, productivity, and engagement.
- Maintain accurate shuttle and vehicle logs.
- Promote Brand Loyalty Program to guests upon arrival and recognize club members.
- Supervise luggage retrieval and ensure accuracy. Store guest baggage upon request and assist with the loading and unloading of baggage into and out of automobiles.
- Summon taxis upon request.
- Shuttle guests to Legoland and within five miles of the resort.
- Assist guests with boxes to conference center and all other requests that are considered services that promote the hotel in a guest's perception but do not conflict with Hotel or Departmental standard operating procedures or are governed by state and federal laws.
- Complete tasks for the day including the maintenance and cleanliness of Valet Stand, Driveway and surrounding areas, Bell closet, Bell cart, Luggage Cart, Front Drive, and Lobby windows.
- Setup and refreshing of Lobby water and maintain lobby in its cleanliness and organization.
- Ensure uniforms are clean and pressed.
- Maintain stocks of supplies needed for department and order appropriately always keeping within budgeted amounts.
- Ensure parking signage for Twenty/20 Grill is displayed as scheduled.
- Attend all scheduled training, departmental and hotel meetings and activities, refer all questions or concerns to immediate supervisor or departmental manager, promote positive working environment for all associates, and follow all guidelines and procedures set forth in employee handbook.
Other:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Upon employment, all employees are required to fully comply with Westin/Solea Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:
- Ascertain that all doors including rear doors are properly secured.
- Recommend to guests that all valuables be secured in trunk or safety deposit boxes provided at the front desk.
- Assist incoming and outgoing guests with getting baggage out of and into vehicles as requested.
- Assist with communicating daily operational updates, group information, and service reminders to valet and bell team members.
- Support ongoing team awareness of brand standards, service expectations, and guest arrival and departure needs.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
- Must be able to speak and understand the primary language(s) used in the workplace.
- Requires good verbal communication skills.
- Must have satisfactory driving record.
- The Company's Driver's Insurance requirements must be met, including:
I. In order for a driver to be approved, the following criteria must be met:
- Maximum of 1 moving violation in the last three years in combination with one at fault 1 accident.
- Maximum of 2 moving violations in the last 3 years with no at fault accidents.
- Maximum of 2 at fault accidents in the last 3 years with no moving violations.
- No speeding over 80 miles per hour.
- All drivers must be licensed for at least 3 years.
II. Any driver with any of the following in the last 3 years is unacceptable:
- Conviction for an alcohol and/or drug related driving offense
- Refusal to submit to a Blood Alcohol Content (BAC) Test
- Failure to stop/report an accident and leaving the scene of an accident as defined by State laws
- Conviction for homicide, manslaughter, or assault arising out of the use of a vehicle
- Suspension, revocation, or administrative restriction of driver's license within the last three years
- Conviction for reckless or careless driving
- Racing
- Passing a stopped school bus
- Possession of a controlled substance
- Making a false accident report
- Three or more "Company Vehicle" physical damage claims in any twelve month period
- Speeding (10+MPH over posted speed limit)
- Conviction for attempting to elude a police officer.
III. As respects to Drivers under 25 years old, the following guidelines apply:
- No drivers under 21 years' old
- Drivers between the ages of 21 and 25 will be considered so long as:
- No driving of 15 passenger vans.
- Clean MVR
- Valid Driver's License in effect for at least 3 years.
Physical Demands
- Most work tasks are performed outdoors. There is no effective protection from weather.
- The worker is driving and getting in and out of vehicles most of the day. Must be able to stand or drive and exert well-paced mobility for up to 4 hours in length.
- Must be able to lift up to 60 lbs. on a regular and continuing basis.
- Must be able to push and pull carts and equipment weighing up to 250 lbs. frequently.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning and luggage handling tasks.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
- Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
- Requires manual dexterity to use and operate all necessary equipment.