Front Office Supervisor

Marcus Hotels & Resorts; Milwaukee (WI); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Discounts at Marcus Hotels & Resorts

Two for one movie theater coupons

Career growth across Marcus properties

Paid time off

Health, dental, and vision insurance

401k with employer match

Life insurance

Job summary

Hilton Milwaukee, operated by Marcus Hotels & Resorts, seeks a Front Desk Supervisor to lead front-of-house teams and ensure flawless guest service. You will supervise the front desk, bell services, door staff and concierge, greet guests, handle requests, and maintain brand standards.

The ideal candidate has hospitality experience, strong customer service and English communication, plus tech comfort with cloud-based phone systems and guest software. Weekend availability is required.

Qualifications

• Hospitality or front desk experience preferred.
• Strong customer service mindset with guest focus.
• Ability to learn new systems quickly and adapt to technology.

Responsibilities

• Supervise front desk, reservations, bell staff and concierge.
• Greet guests, check in/out, answer phones and handle requests.
• Post transactions, process payments, and manage wake-up calls.
• Resolve guest issues to uphold service standards.

Skills

Customer service

Hospitality industry experience

Active listening

Interpersonal skills

English fluency

Problem solving

Time management

Tech savvy

Education

High school diploma or GED

Some college or advanced education

Tools

Cloud-based phone systems

Communication platforms

Guest management software

Job description

Are you passionate about hospitality and eager to work for the most recognized name in the industry? Do you aspire to grow your career at a premier hotel in downtown Milwaukee? If so, the Hilton Milwaukee is the perfect place for you! We are seeking a dedicated individual to join our dynamic team and contribute to the exceptional guest experience we're known for. As the Front Desk Supervisor, you will serve as a key leader ensuring smooth, efficient front-of-house operations. Reporting to the Director of Front Office, you will directly supervisor the daily functions of the Front Desk, Bell Services, Door Staff, and Concierge, ensuring alignment with brand standards while greeting guests, handling guest requests, and enhancing guest satisfaction.

There's no better time to join us. The Hilton Milwaukee just completed a $40 million renovation. This extensive transformation elevated our guest rooms, event spaces, and grand lobby to reflect a new era of modern elegance. Connected to the newly expanded Baird Center, The Hilton Milwaukee is not only the city’s largest hotel but also a historic gem. At the Hilton Milwaukee, we pride ourselves on continuous innovation through our approach to world-class service, upscale amenities, and superior style.

What you will be doing:

• Supervise front desk staff, reservations, and bell staff as needed.
• Ensure all daily functions from checklist are completed.
• Greets guests and check them in and out.
• Answer phones.
• Perform manual and computer posting of transactions.
• Handle money, credit cards, and checks.
• Issue mail and messages to guests.
• Resolve guest dissatisfaction.
• Take reservations.
• Provide directions and answers guest questions.
• Enter wake-up calls.
• Perform additional duties or projects as assigned by Front Office Director.

What we are looking for:

• Previous experience in hospitality, reservations, or front desk preferred; strong customer service background with a guest-focused approach.
• Tech-savvy and adaptable, with the ability to quickly learn new systems and software; proficiency in cloud-based phone systems, communication platforms, and related technology are preferred.
• Fluent in English with excellent verbal and written communication skills.
• Strong active listening, problem-solving, and interpersonal skills; clear, pleasant, and professional speaking voice.
• Positive, customer-oriented attitude with a polished demeanor
• Detail-oriented, organized, and committed to delivering outstanding guest service
• High school diploma or GED required; some college or advanced education preferred
• Weekend availability (required)

What's in it for you?

• Discounts at Marcus Hotels & Resorts, Restaurants, Golf & Spa operations
• "Two for one" movie theater coupons at Marcus Theatres
• Ability to grow your career and transfer from one property to another
• Paid time off
• 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!

Job Type: Full-Time, Hourly

Shift Availability: Varies (including evenings, weekends, and holidays)

Pay Estimate: $20.00/hr

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.

Marcus Hotels & Resorts is an equal opportunity employer.