Guest Experience & Operations Manager

Mcr-Hotels; Milwaukee (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Courtyard Milwaukee Downtown is seeking an Assistant General Manager to lead daily operations, supervise guest service teams, and uphold hotel standards. You will train staff, manage check-ins, and ensure cleanliness, safety, and quality across all areas of the property.

The role requires strong hospitality experience, excellent communication, and the ability to coordinate with the General Manager on performance and guest satisfaction metrics.

Qualifications

• Must follow established guidelines and procedures.
• Strong orientation to service and guest satisfaction.
• Ability to evaluate situations quickly and decide on the best course of action.
• Keeps composure in high-pressure environments.
• Excellent listening and conflict-resolution skills.
• Understanding of basic financial concepts and cost control.
• Capable of managing schedules and time efficiently.
• Proficient with Windows, spreadsheets and word processing.
• Clear, professional written and spoken communication in English.

Responsibilities

• Oversee daily operations to ensure friendly service and cleanliness.
• Provide one-on-one training for new team members.
• Supervise front desk operations during peak check-in/check-out times.
• Assist with onboarding and ensure onboarding checklists are followed.
• Support scheduling and shift coverage to meet hotel needs.
• Ensure adherence to brand standards and quality assurance processes.
• Review daily reports, audits and performance metrics.
• Coordinate with General Manager on inventory and purchasing processes.
• Lead safety and compliance checks and oversee maintenance tasks.
• Escalate service or delivery failures for timely resolution.
• Assist in maintaining guest satisfaction and brand standards.

Skills

Can-Do Attitude

Follow Guidelines

Decision-Making

Work Under Pressure

Listening & Conflict Resolution

Financial Skills

Time Management

Technology Proficiency

Communication

Hospitality & Guest Service

Certifications & Licenses

Market Knowledge

Age Requirement

Schedule & Travel

Education: Preferred

Work Experience in Hospitality

Education

Bachelor’s or Associate’s Degree Preferred

Job description

Courtyard Milwaukee Downtown is seeking an Assistant General Manager to lead daily operations, supervise guest service teams, and uphold hotel standards. You will train staff, manage check-ins, and ensure cleanliness, safety, and quality across all areas of the property.

The role requires strong hospitality experience, excellent communication, and the ability to coordinate with the General Manager on performance and guest satisfaction metrics.