Front Desk Manager

The Pfister Hotel; Milwaukee (WI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Early Wage Access

Paid Time Off

On-Site Self-Parking Discount

Dry Cleaning Discount

Cell Phone reimbursement

401(k) employer match

Employee Assistance Programs

Career growth opportunities

Complimentary meal per shift

Room discounts

Restaurant/amenities discounts

Job summary

The Pfister Hotel in Milwaukee seeks a Front Office Manager to lead the Front Desk team and uphold our renowned service excellence. This role focuses on coaching, scheduling, and ensuring exceptional guest experiences in a luxury setting.

You will oversee daily operations, manage VIP guests, and collaborate with departments to deliver a seamless guest journey, while maintaining financial controls and adherence to hotel policies.

Qualifications

• 2+ years of leadership in Front Office, Guest Services, or Hotel Operations.
• Experience with hotel PMS and general computer proficiency.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced luxury environment.

Responsibilities

• Lead and develop the Front Desk team through coaching, training, and motivation to deliver exceptional luxury guest service.
• Oversee daily Front Desk operations including arrivals, departures, room assignments, VIP guests, and service recovery.
• Create and manage staff schedules to ensure optimal coverage and labor productivity goals.
• Engage with guests to resolve concerns promptly and professionally.
• Collaborate with Housekeeping, Reservations, Sales, Security, and other departments for seamless guest experiences.
• Maintain operational and financial controls including cash handling and guest folios.

Skills

Leadership

Coaching

Communication

Problem solving

PMS experience

Multitasking

Flexible schedule

Job description

Description

Are you a hospitality leader who is passionate about creating exceptional guest experiences? Do you thrive in a fast-paced luxury environment where personalized service, attention to detail, and team development are key to success? The Pfister Hotel is seeking a Front Office Manager to lead our Front Desk team and uphold the service excellence that has made The Pfister a Milwaukee landmark for generations.

Built in 1893, The Pfister Hotel in Milwaukee has been a hotel icon for over 130 years. As one of the best hotels in Milwaukee and the Midwest, we continue to celebrate a grand tradition of gracious service and impeccable style. The Pfister Hotel has received AAA Four Diamond hotel status for over 50 consecutive years.

What you will be doing

• Lead and develop the Front Desk team by coaching, training, and motivating associates to deliver exceptional luxury guest service.
• Oversee daily Front Desk operations, including arrivals, departures, room assignments, VIP guests, and service recovery efforts.
• Create and manage staff schedules to ensure optimal coverage while meeting labor and productivity goals.
• Serve as a visible leader for guest satisfaction, proactively engaging with guests and resolving concerns in a professional and timely manner.
• Partner with Housekeeping, Reservations, Sales, Security, and other departments to ensure a seamless and memorable guest experience.
• Maintain operational and financial controls, including cash handling, billing accuracy, guest folios, and compliance with hotel policies and procedures.

Position Requirements

• 2+ years of leadership experience in Front Office, Guest Services, or Hotel Operations, preferably in an upscale or luxury hotel environment.
• Proven ability to lead, coach, and develop associates while fostering a positive team culture.
• Strong commitment to delivering exceptional guest experiences and resolving guest concerns effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with hotel property management systems (PMS) and general computer proficiency.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Availability to work a flexible schedule, including evenings, weekends, holidays, and peak business periods.

What's in it for you

• Health Insurance eligible after 30 days of employment, with company-paid Life Insurance
• Competitive Pay, Early Wage Access, and Paid Time Off
• Discounted Monthly On-Site Self-Parking, Discounted Dry Cleaning, Cell Phone reimbursement, 401(k) employer match
• Access to Employee Assistance Programs
• Career growth opportunities, with the ability to transfer between properties while maintaining service longevity.
• Complimentary, well-balanced meal every shift.
• Room discounts at Marcus Hotels & Resorts, Historic Hotels of America, and Preferred Hotel properties.
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golf courses, ski resorts, spas, and discounted movie tickets at Marcus Theaters

Job Type: Salary Exempt

Salary Range: $65,000-$75,000 based on experience

About us:

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are "People Pleasing People" who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S. based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

The Pfister Hotel is an equal opportunity employer.