Welcome Ambassador

Dolphinhm; Rancho Mirage, Northern (CA, KY); Hybrid; USD 22,000 - 31,000; Full time

Job summary

Westin Rancho Mirage Golf Resort and Spa in Rancho Mirage, CA seeks a Front Desk professional to warmly welcome guests, manage check-ins and check-outs, and handle guest payments with accuracy. You will coordinate with housekeeping for room readiness, ensure lobby presentation meets Westin standards, and respond to guest inquiries with proactive service.

The role requires clear communication, adaptability, and the ability to multitask in a busy hotel environment.

Qualifications

• Provide Welcome Experience to every guest.
• Follow front desk procedures and ARRIVAL process.
• Handle guest payments and room charges.
• Coordinate with housekeeping for room readiness.

Responsibilities

• Greet guests and confirm reservations.
• Process check-ins/outs and issue keys.
• Use mobile check-in/key when applicable.
• Handle payments and charges accurately.
• Communicate parking procedures and route guests as needed.
• Maintain lobby presentation to Westin standards.
• Respond to guest inquiries and follow up on concerns.

Skills

Guest service

Communication

Teamwork

Problem solving

Job description

Job DetailsJob Location: Westin Rancho Mirage Golf Resort and Spa - Rancho Mirage, CA 92270Position Type: Full TimeSalary Range: $19.50 - $19.50 HourlyAt 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 Summary

• Adopt 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.

QualificationsJob 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 procedures
• Follow 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.