Guest Experience Manager, Front Office - Resort

Marcus Corporation; Lake Geneva (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free meal per shift

Gym membership discount

Room discounts at Marcus Resorts

Restaurant and spa discounts

Free parking

Theatre coupons

Career growth opportunities

Early wage access

Paid time off

Insurance and 401k benefits

Job summary

Marcus Hotels & Resorts, a division of The Marcus Corporation, is seeking a Front Office Manager for the Grand Geneva Resort & Spa in Lake Geneva. You will lead the Guest Services team, oversee operational standards, and ensure seamless guest experiences across departments.

Responsibilities include training staff on Opera PMS and HotSos, managing guest profiles, handling budgeting tasks, and maintaining strong guest relations to resolve issues promptly.

Qualifications

• Hospitality degree preferred and 1+ years in the related field.
• Strong guest service orientation and communication skills.
• Ability to learn, manage and train associates on systems (HotSos, OPERA).

Responsibilities

• Maintain standards of guest service as directed by Guest Services Director.
• Oversee and train staff on HotSos and OPERA PMS.
• Manage guest profiles and communicate with departments for timely guest information.
• Enter new guest information from stays and maintain profile accuracy.
• Ensure knowledge of all hotel policies, hours, rates, and promotions.
• Provide budgets/forecasting numbers on request from upper management.
• Anticipate guest needs and maintain positive guest relations.
• Resolve guest complaints and ensure guest satisfaction.
• Perform other duties as assigned by Front Office leadership.

Skills

Guest services leadership

Staff training

Operations management

OPERA PMS

HotSos system

Budgeting & forecasting

Communication

Problem solving

Education

Hospitality degree preferred

Experience in hospitality operations

Tools

OPERA PMS

HotSos system

Job description

Marcus Hotels & Resorts, a division of The Marcus Corporation, is seeking a Front Office Manager for the Grand Geneva Resort & Spa in Lake Geneva. You will lead the Guest Services team, oversee operational standards, and ensure seamless guest experiences across departments.

Responsibilities include training staff on Opera PMS and HotSos, managing guest profiles, handling budgeting tasks, and maintaining strong guest relations to resolve issues promptly.