Guest Experience Specialist - Luxury Hotel

Westin Rancho Mirage Golf Resort & Spa; Rancho Mirage (CA); On-site; USD 22,000 - 32,000; Full time

Job summary

Westin Rancho Mirage Golf Resort & Spa in Rancho Mirage, CA is seeking a Service Express Agent to be the primary contact for guests, handling calls and requests and dispatching service orders to departments. You will deliver personalized, efficient service and support hotel operations to ensure guest satisfaction.

A high school diploma is required; prior hospitality or front desk experience is preferred. Flexible scheduling, including evenings and weekends, is expected for this full-time role.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, hospitality, PBX, front desk, or telephone operator experience preferred.
• Luxury hotel or resort experience preferred.

Responsibilities

• Answer all incoming guest and internal calls promptly, courteously, and according to established service standards.
• Serve as the central communication hub for guest requests, inquiries, and concerns.
• Accurately document and dispatch guest requests to the appropriate department using service management systems.
• Monitor and follow up on open requests to ensure timely completion and guest satisfaction.
• Provide information regarding hotel services, amenities, dining options, events, and local attractions.
• Handle guest concerns and complaints professionally, escalating issues as necessary.
• Coordinate emergency and non‑emergency communications in accordance with hotel procedures.
• Maintain accurate records of guest interactions and service requests.
• Process wake‑up calls, guest messages, and other communication services.
• Assist with room status inquiries and coordinate with Housekeeping, Engineering, Front Office, and other departments.
• Promote hotel services and enhance guest experiences through proactive service.
• Maintain confidentiality of guest information and adhere to all company policies and procedures.
• Support departmental and hotel operational needs as assigned.

Skills

Verbal communication

Active listening

Customer service

Multitasking

Time management

Computer systems

Hotel software

Calm under pressure

Problem solving

Teamwork

Education

High school diploma

Tools

PBX systems

Microsoft Office

Hotel operating systems

Job description

Westin Rancho Mirage Golf Resort & Spa in Rancho Mirage, CA is seeking a Service Express Agent to be the primary contact for guests, handling calls and requests and dispatching service orders to departments. You will deliver personalized, efficient service and support hotel operations to ensure guest satisfaction.

A high school diploma is required; prior hospitality or front desk experience is preferred. Flexible scheduling, including evenings and weekends, is expected for this full-time role.