Guest Experience Specialist — Front Desk Agent

The Iron Horse Hotel; Milwaukee (WI); On-site; USD 20,000 - 29,000; Full time

Job summary

The Iron Horse Hotel Milwaukee is seeking a Front Desk Agent who can greet guests with warmth, handle check-ins and check-outs efficiently, and provide local information to enhance the guest experience.

You will proactively engage guests, respond to questions, and collaborate with teams to ensure seamless service. This full-time role requires availability for evenings, weekends, and holidays in a busy hotel environment.

Qualifications

• Strong guest engagement and personable attitude.
• Clear speaking and welcoming demeanor.
• Reliable attendance and punctuality.
• Calm and professional under busy periods.
• Good communication and problem-solving skills.
• Basic computer skills and willingness to learn hotel systems.
• Experience in hospitality or customer service preferred.
• Evenings, weekends and holidays willingness.

Responsibilities

• Welcome guests with personality, warmth, and confidence.
• Check guests in and out efficiently while creating a positive first and last impression.
• Engage with guests proactively, rather than waiting for guests to initiate every interaction.
• Answer phones, respond to guest questions, and provide accurate hotel and local information.
• Handle guest requests, concerns, and service recovery with professionalism.
• Promote hotel outlets, events, amenities, and local recommendations.
• Assist with reservations, room assignments, payment processing, and guest folios.
• Maintain a clean, organized, and polished front desk area.
• Communicate clearly with housekeeping, maintenance, food and beverage, and management.
• Follow all hotel policies regarding cash handling, guest privacy, safety, and security.
• Support the overall operation by being flexible, reliable, and team-focused.

Skills

Guest engagement

Communication

Problem solving

Punctuality

Cash handling

Teamwork

Basic computer skills

Tools

Hotel systems basics

Job description

The Iron Horse Hotel Milwaukee is seeking a Front Desk Agent who can greet guests with warmth, handle check-ins and check-outs efficiently, and provide local information to enhance the guest experience.

You will proactively engage guests, respond to questions, and collaborate with teams to ensure seamless service. This full-time role requires availability for evenings, weekends, and holidays in a busy hotel environment.