Westin Experience Specialist

About WestinAt 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 OverviewAs 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 ResponsibilitiesElevating the Guest ExperienceServe as the primary point of contact for guest concerns, VIP arrivals, and service recovery within the Front OfficeBuild genuine, personalized connections with guests to enhance loyalty, satisfaction, and overall well-beingProactively engage with guests in public spaces, offering intuitive and anticipatory serviceRespond to questions, concerns, and requests with professionalism, warmth, and efficiencyMonitor, track, and follow through on guest concerns to ensure timely and complete resolutionSupporting Seamless OperationsPartner closely with Front Desk, Concierge, Housekeeping, and other departments to coordinate guest needsEnsure smooth and accurate communication between teams for a seamless guest journeySupport lobby flow by providing guidance, direction, and information about resort amenities and experiencesAssist with Front Desk operations during peak periods to maintain service excellenceDelivering Westin Service ExcellenceGo beyond expectations to create memorable, restorative guest experiencesAnticipate guest needs and deliver thoughtful, personalized solutions aligned with Westin standardsUphold and model a culture of hospitality, care, and well-beingApproach guest concerns with empathy, professionalism, and a solution-oriented mindsetEnsure every interaction concludes with a sense of resolution, trust, and satisfactionDriving Continuous Improvement & CollaborationRecognize patterns in guest feedback and share insights to improve service deliveryCollaborate with leadership and cross-functional teams to elevate the guest experienceSupport guest recognition initiatives and service excellence programsBuild strong, positive relationships across all departmentsAdditional ResponsibilitiesMaintain an active and visible presence in guest areas, especially during peak timesProvide information and assistance to guests and team members in person, by phone, or electronicallyEvaluate guest situations thoughtfully to determine appropriate resolutionsSupport emergency procedures and uphold all safety protocolsPerform additional duties as needed to support the Front Office and guest experienceEducation & ExperienceHigh school diploma or GED with 2 years of experience in guest services, front desk, or a related field; orAssociate degree or higher in Hospitality, Business Administration, or a related field (no experience required)Physical RequirementsPredominantly indoor work environment with controlled temperaturesAbility to stand and walk for extended periodsFrequent communication requiring speaking, hearing, and visual acuityAbility to lift up to 15 lbs. occasionallyManual dexterity to operate office systems and equipmentBenefitsWestin Rancho Mirage Golf Resort & Spa offers a comprehensive benefits package designed to support your well-being:Medical, Dental, and Vision coverageBasic Life, Voluntary Life, and AD&D insurance options401(k) and Roth retirement plans with company matchHotel discount programCareer development and growth opportunitiesAdditional InformationRegular attendance and schedule flexibility are essential to meet the needs of our guestsAssociates are expected to comply with all Dolphin Hotel Management, LLC policies and safety standardsDue to the dynamic nature of hospitality, schedules may vary based on business levelsBackground Check NoticeIn 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 OpportunityWestin 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. #J-18808-Ljbffr