What are the responsibilities and job description for the Front Desk Manager- PM position at Westin Rancho Mirage Golf Resort & Spa?
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 Summary
The Front Desk Manager assists with overseeing all front office operations to ensure an exceptional guest experience from check-in to check-out. This role is responsible for supervising the front desk team, managing guest relations, ensuring efficient processes, and maintaining the highest standards of hospitality, professionalism, and service in alignment with the resort’s brand values.
Key Responsibilities
- Guest Experience Management
- Ensure guests receive prompt, professional, and personalized service at all times.
- Handle guest complaints, requests, and feedback efficiently and empathetically.
- Oversee VIP and special guest arrivals, departures, and arrangements.
- Maintain strong relationships with guests to encourage repeat visits and positive reviews.
- Team Leadership & Training
- Assist with recruiting, train, and evaluate front desk and concierge staff.
- Foster a culture of teamwork, service excellence, and accountability.
- Conduct daily briefings to communicate resort updates, occupancy forecasts, and VIP details.
- Operations Management
- Supervise daily front desk operations, including check-in/out, billing, and reservations.
- Ensure accurate use of the property management system (PMS).
- Monitor and manage room inventory and coordinate with housekeeping for room readiness.
- Oversee cash handling, balancing, and financial reporting procedures.
- Administration & Reporting
- Prepare occupancy reports, revenue summaries, and performance metrics.
- Collaborate with other departments (Housekeeping, Maintenance, Food & Beverage) to ensure seamless guest service.
- Maintain compliance with resort policies, health & safety standards, and local regulations.
- Sales & Revenue Support
- Promote resort amenities, upgrades, and special packages.
- Support the revenue management team with rate strategies and upselling initiatives.
Key Competencies
- Guest-focused mindset
- Professional appearance and demeanor
- Leadership and team motivation
- Attention to detail and organization
- Conflict resolution and emotional intelligence
- Multitasking in a fast-paced environment
Qualifications
- Bachelor’s degree in Hospitality Management or related field (preferred).
- 3–5 years of front office or guest services experience, with at least 1–2 years in a supervisory role.
- Strong knowledge of hotel operations preferably Lightspeed.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work flexible hours, including weekends and holidays.
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.