Service Express Agent

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 passionate hospitality leaders who excel at creating exceptional experiences, building strong client relationships, and driving operational excellence. At Westin Rancho Mirage Golf Resort & Spa, we believe that together, we rise.

Position Summary

The Service Express Agent serves as the primary point of contact for guests, providing exceptional customer service through telephone and electronic communications. This role is responsible for managing incoming and outgoing calls, processing guest requests, dispatching service requests to appropriate departments, and ensuring prompt resolution of guest inquiries. The Service Express Agent creates positive guest experiences by delivering personalized, efficient, and professional service while supporting hotel operations.

Essential Duties and Responsibilities

• Answer all incoming guest and internal calls promptly, courteously, and according to established service standards.
• Serve as the central communication hub for guest requests, inquiries, and concerns.
• Accurately document and dispatch guest requests to the appropriate department using service management systems.
• Monitor and follow up on open requests to ensure timely completion and guest satisfaction.
• Provide information regarding hotel services, amenities, dining options, events, and local attractions.
• Handle guest concerns and complaints professionally, escalating issues as necessary.
• Coordinate emergency and non-emergency communications in accordance with hotel procedures.
• Maintain accurate records of guest interactions and service requests.
• Process wake-up calls, guest messages, and other communication services.
• Assist with room status inquiries and coordinate with Housekeeping, Engineering, Front Office, and other departments.
• Promote hotel services and enhance guest experiences through proactive service.
• Maintain confidentiality of guest information and adhere to all company policies and procedures.
• Support departmental and hotel operational needs as assigned.

Qualifications

Education & Experience

• High school diploma or equivalent required.
• Previous customer service, call center, hospitality, PBX, front desk, or telephone operator experience preferred.
• Luxury hotel or resort experience preferred.

Knowledge, Skills, and Abilities

• Excellent verbal communication and active listening skills.
• Strong customer service orientation with a commitment to guest satisfaction.
• Ability to multitask in a fast-paced environment.
• Strong organizational and time management skills.
• Proficiency in computer systems, Microsoft Office, and hotel operating systems.
• Ability to remain calm and professional during high-volume periods and emergency situations.
• Excellent problem-solving and conflict-resolution skills.
• Ability to work independently and as part of a team.

Physical Requirements

• Ability to sit for extended periods while operating telephones and computer equipment.
• Ability to communicate clearly and effectively by telephone and in person.
• Ability to occasionally lift up to 15 pounds.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Core Competencies

• Guest Service Excellence
• Communication Skills
• Attention to Detail
• Professionalism
• Teamwork and Collaboration
• Problem Solving
• Adaptability
• Accountability

Work Environment

This position operates primarily in an indoor office or call-center environment within a hotel or resort setting. The role requires continuous interaction with guests and hotel team members while managing multiple communication channels simultaneously.

Benefits

Westin Rancho Mirage Golf Resort & Spa offers eligible associates 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.