Front Desk Manager

Marcus Hotels & Resorts; Milwaukee (WI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Competitive Pay

Paid Time Off

Employee Discounts

401(k) match

Employee Assistance Program

Meal provided each shift

Job summary

The Pfister Hotel, part of Marcus Hotels & Resorts, is seeking a Front Office Manager to lead the Front Desk team and uphold service excellence in a luxury Milwaukee setting.

You will coach and oversee Front Desk operations, manage staff schedules, and partner with other departments to ensure a seamless guest experience. This role requires a hands-on leader with a strong guest-service mindset.

Qualifications

• 2+ years of leadership experience in Front Office or hotel operations.
• Proven ability to lead, coach, and develop teams.
• Experience with hotel property management systems (PMS) and strong computer skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and develop Front Desk team through coaching and training.
• Oversee daily Front Desk operations: arrivals, departures, room assignments.
• Create and manage staff schedules to meet labor and productivity goals.
• Engage with guests to resolve issues professionally and promptly.
• Collaborate with Housekeeping, Reservations, Sales, Security, and other departments for a seamless guest experience.
• Maintain cash handling, folios, and compliance with hotel policies.

Skills

Leadership

Coaching

Guest service

Communication

PMS proficiency

Multitasking

Tools

Hotel PMS

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.