Front Office Manager

Marcus-Hotels-; Town of Lyons (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Free meals

Gym discount

Room discounts

Restaurant discounts

Free parking

Theatre coupons

Career growth

Early wage access

Paid time off

Flexible scheduling

Health insurance

Life insurance

Employee assistance program

401k with employer match

Job summary

Marcus Hotels & Resorts' Grand Geneva Resort & Spa in Wisconsin seeks a Front Office Manager to oversee Guest Services, Night Audit, PBX and related teams, ensuring premier guest experiences.

You will lead a supervisory team, manage guest profiles, coordinate with departments, and uphold service standards, while training staff on HotSos and OPERA PMS. This role offers growth within a prestigious, four-diamond resort and competitive benefits.

Qualifications

• Hospitality degree preferred and 1+ year in related field.
• Ability to supervise and train associates.
• Strong communication and organization skills.
• Self-motivated with problem-solving and proactive thinking.

Responsibilities

• Maintain guest service standards as established by leadership.
• Learn, manage and train staff on HotSos and OPERA PMS.
• Manage guest profiles and ensure timely communication with departments.
• Enter new guest information obtained during stay.
• Maintain knowledge of hotel policies and procedures.
• Provide budgets/forecasting numbers when requested.
• Anticipate guest needs and respond promptly.
• Maintain positive guest relations and resolve complaints.
• Know hotel features, room types, rates, availability, and policies.
• Perform other duties as assigned by Front Office leadership.

Skills

Problem solving

Decision making

Customer service

Communication

Leadership

Time management

Education

Hospitality Degree

Job description

Description

If you're eager to showcase your talents at a prestigious, full-service, AAA Four Diamond resort and make a meaningful impact, an extraordinary career opportunity awaits you. We seek a passionate individual to join our team and help us continue delivering the unparalleled guest experience that sets us apart. As a Front Office Manager at the Grand Geneva Resort & Spa, you’ll assist in the oversight of the Guest Services department consisting of supervisory team, Club Vacation Liaison, Guest Service Agents, Night Audit, PBX and Trolley Conductors.

Grand Geneva in Lake Geneva is a 1,300 acre, AAA Four Diamond resort and spa recognized as a Top Resort in the Midwest by Conde Nast Traveler. This award-winning, all-seasons destination features over 746 guest accommodations, the WELL Spa & Salon, two championship golf courses, fitness facilities, a ski hill and terrain park, and 9 unique food and beverage outlets. Our name in the area means home, family and tradition. We have a strong sense of tradition, and we're looking to create a strong, bright future - a future that includes you.

What will you be doing?

• Maintains standards of guest service as established by the Guest Services Director.
• Ability to learn, manage and train associates on our HotSos System and OPERA Property Management System (PMS).
• Responsible for the management of our guest’s profile information and responsible for communicating with all departments to ensure guest information is relayed in a timely manner and all pre-arrival details are executed prior to guest arrival.
• Responsible for managing and entering all new guests profile information that is obtained during the guests stay on property.
• Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
• Provide budgets/forecasting numbers accurately and on time when requested by upper management.
• Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times
• Resolve guest complaints, ensuring guest satisfaction
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operations
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status and rate for any given day
  • All hotel departmental policies and procedures
• Perform other duties as assigned by the Director of Front office, Director of Guest Services or Director of Rooms.

What do you bring to the role?

• Hospitality Degree preferred, plus 1 or more years of experience in the related field
• Able to work independently, has good judgment, problem solving, and decision‑making skills
• Service oriented
• Organization and time management skills.
• Good oral and written communication towards guests, supervisors, peers, and/or subordinates.
• Able to guide, direct, and motivate subordinates.
• Self‑motivated and willing to think out of the box.

What’s in it for you?

• A free, well-balanced meal every shift
• Discounted gym membership
• Room discounts at Marcus Hotels & Resorts
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa
• Free parking
• “Two for one” movie theater coupons at Marcus Theatres
• Ability to grow your career and transfer from one property to another
• Early wage access
• Paid time off
• Flexible scheduling
• Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer, and 401k with employer match
• And more!

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 Grand Geneva Resort & Spa is an equal opportunity employer.