Welcome Ambassador

The-Madison-Hotel; Rancho Mirage (CA); On-site; USD 36,000 - 52,000; Full time

Job summary

Westin is seeking dynamic front desk associates to deliver a warm Welcome Experience for every guest. You will handle check-ins/outs, mobile key, and guest requests while coordinating with housekeeping to ensure room readiness.

The role requires clear communication, a proactive, guest-focused mindset, and adherence to Westin standards. Responsibilities include processing payments, resolving charges, and guiding guests with local information, parking procedures, and lobby readiness, with a focus

Qualifications

• Prioritize guest satisfaction and service quality.
• Ability to communicate clearly and professionally with guests.
• Maintain a welcoming and orderly Front Desk area.

Responsibilities

• Process guest check-ins and check-outs, including mobile check-in/keys.
• Handle guest requests, questions, and concerns with follow-up.
• Coordinate with housekeeping for room readiness and status.
• Manage payments (room charges, debit, credit) and resolve disputes.
• Provide directions and information about local area.

Skills

Customer service

Communication

Teamwork

Job description

At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service, and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who is positive, adaptable, intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.Job SummaryAdopt a warm and enthusiastic work mode to provide a genuine Welcome Experience for every guest.Practice 15/5 rule with all guests and associates.Look for Front Office MOD to be briefed at the start of the shift starts.Understand group business, VIPs, guests with special requests, mobile check-ins, pending rooms if any.Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Use of the ARRIVAL process. (Mobile-check in and mobile key if applicable.)Process all payment types such as room charges, debit, or credit.Partner with Housekeeping to track room readiness for check-ins.Process all check-outs including resolving any late and disputed charges. DEPARTURE process.Anticipate any issues with guest experience. (i.e. QR code not working, how many room keys needed, etc.)Answer, record, and process all guest calls, messages, requests, questions, or concerns. Follow up and follow through.Follow-up on guest concerns or mentions (inquiries about anything related to the experience).Prioritize pass-downs. Catalog any inquiries from guests that need follow-up or through.Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.Reset lobby in-between guests to ensure presentation is up to Westin Standard.Supply guests with directions and information regarding property and local areas of interest.Organize and restock all Front Desk areas. (room keys, gift bags, resort guides, etc.)Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.Job Requirements:Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager on duty.Follow all company policies and proceduresFollow Westin Style guidelines, ensure uniform and personal appearance is always clean and professional.Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.Speak with others using clear and professional language; answer telephones using appropriate etiquette.Develop and maintain positive working relationships with others.Comply with quality assurance expectations and standards.Stand, sit, or walk for an extended period of time.Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.Perform other reasonable job duties as requested by Supervisors.