Westin Experience Specialist

About Westin At Westin Hotels & Resorts, we are committed to empowering the well-being of our guests. Through refreshing environments, thoughtful amenities, and revitalizing programming, we help ensure guests leave feeling better than when they arrived. We understand that travel can challenge well-being, and we take pride in being trusted partners—anticipating needs, delivering instinctive service, and creating restorative experiences that help guests be at their best. At Westin Rancho Mirage Golf Resort & Spa, we believe that when we care for our guests and each other, together, we rise. Role Overview As a key ambassador of the Westin experience, this role serves as the primary point of connection for guests and VIPs throughout their journey. With a strong presence in our lobby and guest spaces, you will create meaningful, personalized interactions that foster comfort, trust, and a sense of well-being. You will act as a liaison across departments to ensure seamless communication and thoughtful service recovery, anticipating needs and resolving concerns with care. Through each interaction, you will help deliver a restorative and memorable stay that reflects the Westin promise. Core Responsibilities Elevating the Guest Experience Serve as the primary point of contact for guest concerns, VIP arrivals, and service recovery within the Front Office Build genuine, personalized connections with guests to enhance loyalty, satisfaction, and overall well-being Proactively engage with guests in public spaces, offering intuitive and anticipatory service Respond to questions, concerns, and requests with professionalism, warmth, and efficiency Monitor, track, and follow through on guest concerns to ensure timely and complete resolution Supporting Seamless Operations Partner closely with Front Desk, Concierge, Housekeeping, and other departments to coordinate guest needs Ensure smooth and accurate communication between teams for a seamless guest journey Support lobby flow by providing guidance, direction, and information about resort amenities and experiences Assist with Front Desk operations during peak periods to maintain service excellence Delivering Westin Service Excellence Go beyond expectations to create memorable, restorative guest experiences Anticipate guest needs and deliver thoughtful, personalized solutions aligned with Westin standards Uphold and model a culture of hospitality, care, and well-being Approach guest concerns with empathy, professionalism, and a solution-oriented mindset Ensure every interaction concludes with a sense of resolution, trust, and satisfaction Driving Continuous Improvement & Collaboration Recognize patterns in guest feedback and share insights to improve service delivery Collaborate with leadership and cross-functional teams to elevate the guest experience Support guest recognition initiatives and service excellence programs Build strong, positive relationships across all departments Additional Responsibilities Maintain an active and visible presence in guest areas, especially during peak times Provide information and assistance to guests and team members in person, by phone, or electronically Evaluate guest situations thoughtfully to determine appropriate resolutions Support emergency procedures and uphold all safety protocols Perform additional duties as needed to support the Front Office and guest experience Education & Experience High school diploma or GED with 2 years of experience in guest services, front desk, or a related field; or Associate degree or higher in Hospitality, Business Administration, or a related field (no experience required) Physical Requirements Predominantly indoor work environment with controlled temperatures Ability to stand and walk for extended periods Frequent communication requiring speaking, hearing, and visual acuity Ability to lift up to 15 lbs. occasionally Manual dexterity to operate office systems and equipment Benefits Westin Rancho Mirage Golf Resort & Spa offers a comprehensive benefits package designed to support your well-being: Medical, Dental, and Vision coverage Basic Life, Voluntary Life, and AD&D insurance options 401(k) and Roth retirement plans with company match Hotel discount program Career development and growth opportunities Additional Information Regular attendance and schedule flexibility are essential to meet the needs of our guests Associates are expected to comply with all Dolphin Hotel Management, LLC policies and safety standards Due to the dynamic nature of hospitality, schedules may vary based on business levels Background Check Notice In accordance with the Fair Credit Reporting Act (FCRA) and applicable state laws, a consumer report (background check) may be obtained as part of the employment process. All required disclosures and authorizations will be provided prior to any employment decision. Equal Employment Opportunity Westin Rancho Mirage Golf Resort & Spa is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all individuals are valued and respected, and we do not discriminate based on any protected characteristic under federal, state, or local law.