Bell Team Leader

Position Summary

As Bell Team Leader, you are a frontline leader responsible for the smooth daily operation of the Bell Desk and Port Cochere, ensuring exceptional service at every guest touchpoint. You will coordinate the bell team, support lobby operations, and deliver a warm, professional welcome to every guest—setting the tone for their stay.

This role combines hands-on operational excellence with people leadership, training, and service innovation in line with Marriott’s brand values.

Core Responsibilities Guest Experience & Service Delivery

• Lead and supervise the bell team to ensure seamless luggage handling during guest arrivals, departures, and internal room moves.
• Greet guests with warmth and professionalism; anticipate needs and resolve issues promptly.
• Provide local recommendations, assist with transportation and valet needs, and facilitate special requests including luggage storage and deliveries.
• Offer thoughtful amenities (e.g., welcome gifts for children, drinks in the afternoon) and assist with express check-out options when applicable.

Lobby & Concierge Support

• Ensure the lobby is clean, welcoming, and guest-ready at all times.
• Oversee queue management at the front desk and maintain an organised, calm environment.
• Keep lobby features presentable (e.g., water stations topped up, cushions arranged).

Leadership & Team Development

• Set performance standards and lead by example in professionalism, grooming, and guest engagement.
• Train, coach, and mentor team members; conduct regular performance reviews and support their development goals.
• Conduct daily briefings, participate in monthly team meetings, and provide on-the-job training.

Safety, Security & Compliance

• Promote a safe work environment by following OH&S policies, monitoring unsafe conditions, and reporting incidents.
• Maintain secure handling of guest luggage and personal items.
• Enforce Marriott’s ethical, anti-discrimination, and workplace safety policies.
• Stay informed and compliant with environmental sustainability practices and initiatives.

Communication & Coordination

• Serve as the central link between the bell team, front office, valet, and other departments to ensure service continuity.
• Maintain clear and accurate records of guest interactions, luggage storage, and shift reports.
• Communicate discreetly and respectfully with both guests and colleagues.

Operational Excellence

• Assist in monitoring the safety, cleanliness, and flow of the driveway and parking zones.
• Process payments and follow property cash handling procedures.
• Perform other reasonable duties as directed by leadership.

Core Competencies

• Guest-Focused Leadership: Leads with empathy, positivity, and hospitality.
• Team Collaboration: Promotes a culture of respect and teamwork.
• Communication: Clear, confident, and professional in verbal and written exchanges.
• Adaptability: Maintains composure and effectiveness under pressure.
• Attention to Detail: Ensures accuracy and care in every interaction.
• Integrity & Discretion: Handles confidential and sensitive matters with professionalism.

Physical Requirements

• Ability to stand, walk, and move continuously during shift.
• Lift, push, or carry items up to 10 kg without assistance.

Preferred Qualifications

• Previous experience in a hotel Bell Desk or Guest Services role.
• Demonstrated leadership capabilities.
• High school diploma or equivalent.
• Strong knowledge of the local area is a plus.
• A full NSW Drivers Licence.

Environmental and WHS Responsibilities

• Actively support and participate in environmental initiatives.
• Follow safe work practices, report hazards, and support the wellbeing of guests and colleagues.
• Attend WHS training and lead by example in all safety practices.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.