Guest Experience Manager - Front Desk & Service Leader

Hilton-Garden-Inn-Hotel; Milwaukee (WI); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Insurance enrollment available fromDAY

Paid time off available from DAY 1

Holiday pay available from DAY 1

401(k) enrollment after 30 days

Hotel and travel discounts at worldwí­

Professional development and promotion

Job summary

First Hospitality seeks a Guest Service Manager for Hilton Garden Inn Milwaukee to lead the front desk and guest services team, ensuring guest satisfaction and brand standards.

You will recruit, train, and coach staff, manage onboarding, and resolve guest issues while maintaining professional communication across departments. The role emphasizes staffing, brand compliance, and elevating the guest experience in a fast-paced hotel environment.

Qualifications

• 2+ years of customer service experience in hospitality or related industry.
• Excellent verbal and written communication skills.

Responsibilities

• Welcome arriving guests and complete the hotel’s arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and act on guests concerns.
• Always maintain professionalism consistent with hotel brand and company expectations.
• Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• If applicable, maintain balance and security of house bank and accurately log all transactions.

Skills

Customer service

Communication skills

Problem solving

Team leadership

Education

High School diploma or equivalent

Job description

First Hospitality seeks a Guest Service Manager for Hilton Garden Inn Milwaukee to lead the front desk and guest services team, ensuring guest satisfaction and brand standards.

You will recruit, train, and coach staff, manage onboarding, and resolve guest issues while maintaining professional communication across departments. The role emphasizes staffing, brand compliance, and elevating the guest experience in a fast-paced hotel environment.