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 who anticipate needs, deliver instinctive service, and create journeys that help guests be at their best.
We're seeking dynamic leaders who are adaptable, intuitive, and genuinely care about the well-being of both guests and associates. At Westin Rancho Mirage Golf Resort & Spa, we believe that together, we rise.
Position Summary
The Front Desk Manager is responsible for overseeing the day-to-day operations of the Front Desk, ensuring exceptional guest service, operational efficiency, and adherence to brand standards. This role provides leadership to Front Desk associates, supports guest satisfaction initiatives, manages employee performance, and partners closely with Rooms Division leadership to deliver a seamless arrival and departure experience for resort guests.
Key Responsibilities
Guest Experience & Operations
- Manage daily Front Desk operations, ensuring efficient and professional check-in, check-out, and guest service experiences.
- Maintain high levels of guest satisfaction by anticipating guest needs and resolving concerns promptly and effectively.
- Serve as Manager on Duty as assigned, responding to guest issues, emergencies, and operational challenges.
- Ensure compliance with Marriott and Westin brand standards, service expectations, and operational procedures.
- Monitor room inventory, VIP arrivals, special requests, and room assignments in coordination with Housekeeping and other departments.
- Assist guests with transportation requests, local recommendations, billing inquiries, and other service needs.
- Ensure proper cash handling, posting accuracy, and accountability procedures are followed.
Leadership & Talent Management
- Supervise, coach, and support Front Desk associates to ensure service excellence and operational consistency.
- Participate in recruiting, interviewing, onboarding, and training new team members.
- Conduct performance discussions, provide ongoing feedback, and administer corrective action when necessary in accordance with company policies.
- Foster a positive team culture focused on engagement, accountability, and professional development.
- Assist with scheduling to ensure appropriate staffing levels based on occupancy and business demands.
Financial & Administrative Responsibilities
- Support labor management efforts by monitoring scheduling, overtime, and productivity levels.
- Assist with department budget goals and expense controls.
- Promote upselling opportunities, including room upgrades and resort amenities, to maximize revenue.
- Review daily operational reports and ensure accuracy of occupancy, revenue, and guest service metrics.
- Monitor and maintain adherence to cash control procedures and audit requirements.
Collaboration & Communication
- Partner with Housekeeping, Engineering, Food & Beverage, and other departments to ensure an exceptional guest experience.
- Participate in daily operations meetings and communicate relevant information to Front Desk associates.
- Support guest satisfaction initiatives and respond to feedback from internal and external guest surveys.
- Assist Front Office leadership with implementing departmental goals, service initiatives, and operational improvements.
Supportive Functions
In addition to core responsibilities, this role may include:
- Assisting with training and development programs for Front Desk associates.
- Supporting resort-wide initiatives and special events as needed.
- Monitoring departmental productivity and service performance metrics.
- Assisting with policy implementation and compliance efforts.
- Maintaining a safe and professional work environment for associates and guests.
- Supporting continuous improvement efforts to enhance guest satisfaction and operational effectiveness.
Knowledge, Skills & Abilities
- Strong customer service, communication, and interpersonal skills.
- Ability to lead and motivate a team in a fast-paced resort environment.
- Strong problem-solving and conflict resolution abilities.
- Knowledge of Front Desk operations, guest service procedures, and hospitality best practices.
- Basic financial understanding, including labor management and cash handling controls.
- Proficiency with hotel property management systems and standard computer applications.
- Ability to prioritize multiple tasks while maintaining attention to detail.
- Working knowledge of federal, state, and local employment laws and workplace regulations.
Qualifications
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
- Minimum of 2-3 years of hotel Front Desk supervisory or management experience preferred.
- Experience in a resort or full-service hotel environment strongly preferred.
- Demonstrated commitment to exceptional guest service and team development.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
- Fluent in English, both verbal and written.
Physical Requirements
- Predominantly indoor work environment with controlled temperatures.
- Ability to stand and walk for extended periods throughout the workday.
- Frequent communication requiring hearing, speaking, and visual acuity.
- Ability to lift up to 15 lbs. occasionally.
- Manual dexterity to operate office equipment, computers, and hotel systems.
Benefits
Westin Rancho Mirage Golf Resort & Spa offers a comprehensive benefits package including:
Medical, Dental, and Vision coverage
- Basic Life, Voluntary Life, AD&D insurance options and more
- 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.
- Associates must comply with all Dolphin California Hotel Management, LLC policies and safety standards.
- Due to the cyclical nature of hospitality, schedules may vary based on business needs.
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. You will receive all required disclosures, authorizations, and notices prior to any adverse employment decision.
Equal Employment Opportunity
Westin Rancho Mirage Golf Resort & Spa is an Equal Employment Opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate based on any protected characteristic under federal, state, or local law.
Skills Required
- High school diploma or equivalent
- Associate's or Bachelor's degree
- Minimum of 2-3 years hotel Front Desk supervisory or management experience
- Experience in a resort or full-service hotel environment
- Ability to work a flexible schedule, including evenings, weekends, and holidays
- Fluent in English, both verbal and written
- Proficiency with hotel property management systems and standard computer applications
- Ability to stand and walk for extended periods and lift up to 15 lbs.
- Knowledge of Front Desk operations, guest service procedures, and hospitality best practices
- Working knowledge of federal, state, and local employment laws and workplace regulations
What We Do
Dolphin Hotel Management is a Newport Beach, California-based hotel management company focused on managing hotels in urban and unique locations. The company specializes in hotel and restaurant management, project management, and commercial strategies, providing expert oversight to ensure operational success and strategic growth for properties situated in diverse urban environments.
