Guest Experience Lead — Front Desk

Westin Rancho Mirage Golf Resort & Spa; Rancho Mirage (CA); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

401(k) plan

Flexible scheduling

Marriott Bonvoy discounts

Job summary

The Westin Rancho Mirage Golf Resort & Spa in Rancho Mirage, CA is seeking a Front Desk Supervisor to oversee daily Front Office and Guest Services operations, ensuring an exceptional arrival, stay, and departure experience.

You will lead, coach, and train Front Desk staff, maintain Marriott brand standards, manage scheduling and payroll accuracy, and coordinate with Housekeeping, Engineering, and Food & Beverage to meet guest needs.

Qualifications

• High school diploma or equivalent required; college coursework in Hospitality Management preferred.
• Minimum of two years of Front Office or guest service experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Strong knowledge of hotel operations, guest service standards, and hospitality best practices.
• Excellent verbal and written communication skills.

Responsibilities

• Supervise the day-to-day operations of the Front Desk and Guest Services team.
• Lead, coach, motivate, and support Front Office associates to deliver exceptional guest service.
• Assist with training and onboarding of new associates and ongoing performance development.
• Ensure compliance with Marriott and Westin brand standards, policies, and procedures.
• Monitor guest arrivals, departures, room assignments, and special requests to ensure seamless service delivery.
• Serve as a point of contact for guest concerns and service recovery situations, resolving issues professionally and promptly.
• Support scheduling, staffing, and shift coverage based on business demands.
• Review and support payroll accuracy, attendance, and timekeeping compliance.
• Conduct shift audits and ensure accurate cash handling, billing, and credit card procedures.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met.
• Maintain accurate records and reports related to Front Office operations.
• Foster a positive, engaged, and inclusive team environment.
• Ensure compliance with company policies, safety standards, data privacy requirements, and applicable laws.
• Perform Manager-on-Duty responsibilities as assigned.

Skills

Guest service

Leadership

Communication

Conflict resolution

Problem solving

Education

High school diploma

Hospitality coursework

Tools

Marriott systems

PMS

Microsoft Office

Job description

The Westin Rancho Mirage Golf Resort & Spa in Rancho Mirage, CA is seeking a Front Desk Supervisor to oversee daily Front Office and Guest Services operations, ensuring an exceptional arrival, stay, and departure experience.

You will lead, coach, and train Front Desk staff, maintain Marriott brand standards, manage scheduling and payroll accuracy, and coordinate with Housekeeping, Engineering, and Food & Beverage to meet guest needs.