Front Desk & Guest Experience Manager

Hilton Garden Inn Milwaukee Northwest Conference Center; Milwaukee (WI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Insurance enrollment day 1

Paid time off day 1

Holiday pay day 1

401(k) enrollment after 30 days

Hotel and travel discounts

Professional development and promotion

Job summary

Hilton Garden Inn Milwaukee Northwest Conference Center is seeking a Guest Service Manager to lead the front desk and guest services team, ensuring staffing, training, and adherence to brand standards to deliver exceptional guest experiences.

The role focuses on attracting and retaining top talent, resolving guest challenges, and maintaining effective communication with guests, team members, and other departments to exceed expectations.

Qualifications

• 2+ years of customer service experience, preferably in hospitality.
• High School diploma or equivalent.

Responsibilities

• Welcome arriving guests and manage the check-in experience with accurate information and special requests.
• Engage with guests to uncover needs and build rapport.
• Communicate with guests via phone or electronic channels consistent with brand standards.
• Promote loyalty programs and upgrade options when appropriate.
• Coordinate with hotel departments to fulfill guest requests and resolve issues.
• Maintain professionalism and uphold hotel brand standards in all interactions.
• Communicate emergency procedures and assist guests in emergencies.
• Document important information using the hotel communication log.

Skills

Customer service

Communication

Guest relations

Team leadership

Education

High School diploma

Job description

Hilton Garden Inn Milwaukee Northwest Conference Center is seeking a Guest Service Manager to lead the front desk and guest services team, ensuring staffing, training, and adherence to brand standards to deliver exceptional guest experiences.

The role focuses on attracting and retaining top talent, resolving guest challenges, and maintaining effective communication with guests, team members, and other departments to exceed expectations.