Front Desk Supervisor

Position Title: Front Desk Supervisor

Department: Front Office

Reports To: Front Office Management

FLSA Status: Non-Exempt

OUR STORY — WHERE WELL-BEING MEETS HOSPITALITY

At The Westin Rancho Mirage Golf Resort & Spa, we are dedicated to empowering the well-being of our guests and our associates. As part of the Dolphin Hotel Management, LLC family, we bring the Westin promise to life, helping our guests feel better than when they arrived through thoughtful service, inspired environments, and meaningful connections.

We believe our associates are at the heart of everything we do. When you join our team, you become part of a culture that values your individuality, supports your growth, and encourages you to thrive, personally and professionally.

OUR PHILOSOPHY — WELL-BEING AT OUR CORE

At Westin, we are committed to empowering both our guests and our associates to be at their best. We believe well-being is not a luxury, it is essential.

Our mission is to be the preeminent wellness brand in hospitality, brought to life through thoughtful experiences and meaningful connections. This begins with our associates. We encourage our team members to prioritize their well-being, embrace balance, and bring their authentic energy to work each day.

POSITION OVERVIEW

The Front Desk Supervisor is responsible for supporting the daily operations of the Front Office and ensuring an exceptional guest arrival, departure, and overall stay experience. This role provides hands-on leadership to Front Desk associates, assisting with training, coaching, scheduling support, and service recovery while maintaining Marriott and Westin brand standards. The Front Desk Supervisor serves as a key resource for associates and guests, helping to resolve concerns, facilitate communication across departments, and ensure efficient hotel operations. Through proactive leadership and attention to detail, this position contributes to guest satisfaction, associate engagement, and operational excellence.

KEY RESPONSIBILITIES

· Supervise the day-to-day operations of the Front Desk and Guest Services team.

· Lead, coach, motivate, and support Front Office associates to deliver exceptional guest service.

· Assist with training and onboarding of new associates and ongoing performance development.

· Ensure compliance with Marriott and Westin brand standards, policies, and procedures.

· Monitor guest arrivals, departures, room assignments, and special requests to ensure seamless service delivery.

· Serve as a point of contact for guest concerns and service recovery situations, resolving issues professionally and promptly.

· Support scheduling, staffing, and shift coverage based on business demands.

· Review and support payroll accuracy, attendance, and timekeeping compliance.

· Conduct shift audits and ensure accurate cash handling, billing, and credit card procedures.

· Coordinate closely with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met.

· Maintain accurate records and reports related to Front Office operations.

· Foster a positive, engaged, and inclusive team environment.

· Ensure compliance with company policies, safety standards, data privacy requirements, and applicable laws.

· Perform Manager-on-Duty responsibilities as assigned.

QUALIFICATIONS

· High school diploma or equivalent required; college coursework in Hospitality Management preferred.

· Minimum of two (2) years of Front Office or guest service experience in a hotel environment.

· Previous supervisory or leadership experience preferred.

· Strong knowledge of hotel operations, guest service standards, and hospitality best practices.

· Excellent verbal and written communication skills.

· Proven ability to lead teams, resolve conflicts, and handle guest concerns effectively.

· Ability to work in a fast-paced, team-oriented environment while maintaining attention to detail.

· Proficiency in Marriott systems, property management systems (PMS), Microsoft Office, and related hotel technology platforms preferred.

· Strong organizational, problem-solving, and decision-making skills.

· Ability to remain calm & alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for front desk associates.

· Resolve customer complications & complaints by conducting thorough research of the situation & determining the most effective solutions.

· Self-sufficient & can makes decision & takes action based on previous experience & good judgment.

· Flexible availability, including evenings, weekends, holidays, and overnight shifts as needed.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

· Ability to stand and walk for extended periods throughout the shift.

· Ability to occasionally lift and/or move up to 25 pounds.

· Frequent use of computers, telephones, and other office equipment.

· Must be able to work a flexible schedule, including weekends, holidays, and varying shifts.

· Ability to respond quickly and effectively to operational and guest service needs.

WHAT WE OFFER

At The Westin Rancho Mirage, we are committed to supporting your well-being and helping you thrive:

· Competitive compensation

· Comprehensive benefits package for eligible associates and their families

· 401(k) with company match (for eligible associates)

· Flexible scheduling where operationally feasible

· Explore by Marriott Bonvoy™ Program – discounted room rates worldwide

· Associate travel and property discounts

· Ongoing learning and career development opportunities

OUR CULTURE — BELONGING & INCLUSION

We are proud to cultivate a workplace where diversity, equity, and inclusion are embraced. We value the unique perspectives and experiences of our associates and are committed to creating an environment where everyone feels respected, supported, and empowered to succeed.

EQUAL OPPORTUNITY EMPLOYER

The Westin Rancho Mirage Golf Resort & Spa is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, military or veteran status, or any other status protected by federal, state, or local law. We are committed to providing reasonable accommodations to applicants and associates with disabilities in accordance with applicable laws.

FAIR CHANCE HIRING COMMITMENT

Pursuant to the California Fair Chance Act, we consider qualified applicants with arrest and conviction records in accordance with applicable law.

READY TO JOIN US?

If you are passionate about hospitality, committed to excellence, and inspired to make a meaningful impact, we invite you to apply and begin your journey with us.