Front Desk Agent

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. 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.