Front Office Supervisor

Marcus Hotels & Resorts; Milwaukee (WI); On-site; USD 23,419 - 31,684; Full time

Benefits offered by this job

Discounts across Marcus properties

Movie theater coupons (Marcus Theatres

Career growth

Paid time off

Medical, dental, vision insurance

Life insurance

401k with employer match

Job summary

Marcus Hotels & Resorts is seeking a Front Desk Supervisor at the Hilton Milwaukee in downtown Milwaukee. You will lead the front desk, bell services, door staff and concierge to ensure smooth, guest‑focused operations and uphold brand standards.

You will greet guests, handle requests, resolve issues, supervise daily tasks, and ensure accurate check‑in/check‑out while maintaining service excellence. This role requires hospitality experience, strong communication, weekend availability, and the

Qualifications

• Hospitality background with front desk exposure.
• Strong customer service mindset and guest focus.
• Fluent English with clear communication skills.
• Comfort with learning new front‑office software and tools.
• Weekend availability and professional demeanor.

Responsibilities

• Supervise front desk, reservations, and bell staff.
• Ensure daily tasks on the front office checklist are completed.
• Greet guests, check-in and check-out efficiently.
• Answer phones and handle guest requests and inquiries.
• Post transactions manually and electronically; process payments.
• Manage mail, messages, wake‑up calls, and guest directions.
• Resolve guest issues to maintain satisfaction.
• Assist with reservations and provide accurate information.
• Support Front Office Director with special projects.

Skills

Hospitality experience

Front desk experience

Customer service

Tech-savvy

English fluency

Communication skills

Weekend availability

Team leadership

Education

High school diploma or GED

Tools

Cloud-based phone systems

CRM systems

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 supervise 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.

Connected to the newly expanded Baird Center, the Hilton Milwaukee is Milwaukee’s largest hotel. Built in 1927 as the Schroeder Hotel, the Hilton Milwaukee offers 729 well‑appointed guest rooms and over 34,000 square feet of meeting and event space. 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

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.