Front Desk Agent

Job Title: Front Desk Agent

Department: Front Office / Guest Services
Reports To: Front Office Leaders

About Us

 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 has is positive, adaptable and 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.

Position Overview

At The Westin Rancho Mirage, our mission is to empower guests to be at their best. As a Welcome Ambassador, you are the first and last impression of the resort, creating a warm, welcoming, and seamless arrival and departure experience for every guest.

This role is ideal for individuals who are passionate about service and eager to grow within a luxury resort environment. The Welcome Ambassador supports daily Front Office operations while delivering friendly, efficient, and personalized service. Through thoughtful interactions and attention to detail, you will help create a calming and restorative atmosphere that reflects Westin’s commitment to wellness and well-being.

Key Responsibilities

Guest Arrival & Departure Experience

• Greet guests with genuine warmth and professionalism upon arrival and departure.
• Complete guest check-in and check-out procedures accurately and efficiently.
• Provide clear information about resort amenities, dining outlets, wellness facilities, and property features.
• Answer guest questions and respond promptly to requests or concerns.
• Ensure all guests feel recognized, valued, and cared for during their stay.

Service & Brand Standards

• Maintain a polished and professional appearance in alignment with brand standards.
• Contribute to a welcoming, calm, and organized lobby environment.
• Support Westin’s wellness philosophy by promoting amenities that help guests feel their best.
• Follow all service standards and operational procedures consistently.

Front Office Operations Support

• Accurately process payments, room assignments, and guest information.
• Coordinate with Housekeeping, Bell Services, Engineering, and other departments to fulfill guest requests.
• Maintain knowledge of daily arrivals, departures, group activity, and special events.
• Assist with lobby flow and guest service needs during peak times.
• Escalate guest concerns to leadership when appropriate.

Guest Loyalty & Engagement

• Recognize and acknowledge Marriott Bonvoy members and ensure applicable benefits are delivered.
• Promote Marriott Bonvoy enrollment in a friendly and informative manner.
• Record guest preferences and feedback to support personalized future stays.

Qualifications

Job Qualifications

Education & Experience

• High school diploma or equivalent required.
• Previous customer service experience preferred (hospitality, retail, restaurant, or similar environments).
• Hotel or resort experience is a plus; comprehensive training will be provided.

Skills & Competencies

• Friendly, positive, and guest-focused attitude.
• Strong verbal communication skills.
• Basic computer proficiency and ability to learn hotel systems.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Willingness to learn and grow within the hospitality industry.

Physical & Schedule Requirements

• Ability to stand for extended periods.
• Ability to work flexible schedules, including evenings, weekends, and holidays.
• Occasional light lifting may be required.

In accordance with the federal Fair Credit Reporting Act (FCRA) and applicable state laws, we may obtain a consumer report (background check) on you in connection with your employment application. This report may include information about your criminal history, employment history, educational background, credit history (if applicable to the position), and other relevant details.

Before any such report is obtained, you will receive a separate written disclosure and authorization form, which you must sign for us to proceed. You will also be provided with a copy of the report and a summary of your rights under the FCRA before any adverse employment decision is made based on that information.

We are committed to complying fully with all federal, state, and local laws governing background checks and the use of consumer reports.

We are an Equal Employment Opportunity (EEO) employer and are committed to creating an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, physical or mental disability, medical condition, genetic information, military or veteran status, marital status, or any other characteristic protected under federal, state, or local law.