Luxury Guest Services Manager - Front Office & Valet

Socket.dev; Milwaukee (WI); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Early Wage Access

Paid Time Off

Employee Assistance Programs

401(k) employer match

Room discounts

Job summary

The Pfister Hotel in Milwaukee seeks a Guest Services Manager to lead Front Office, Valet, and Bell Services, delivering Four Diamond level service and memorable guest experiences. You will guide teams, drive guest satisfaction, and coordinate cross-department operations to optimize flow and service quality.

Qualified candidates bring 3–5 years of upscale Front Office leadership, strong guest relations, and proficiency with Opera Cloud/PMS; a proven ability to recruit, train, and inspire teams

Qualifications

• 3-5 years of progressive Front Office leadership experience in a luxury hotel environment.
• Experience with guest relations, service recovery, and Forbes/Four-Five Diamond expectations.

Responsibilities

• Lead Front Office Operations by overseeing Front Desk, Valet, and Bell Services to ensure seamless arrivals, departures, transportation coordination, and exceptional guest experiences.
• Deliver Luxury Guest Experiences by fostering a culture of personalized hospitality, anticipating guest needs, and ensuring all interactions meet Four Diamond service standards.
• Drive Guest Satisfaction & Service Recovery by proactively resolving guest concerns, managing feedback, and creating memorable experiences that build guest loyalty.
• Coordinate Cross-Departmental Operations with Housekeeping, Engineering, Reservations, Revenue Management, and other departments to optimize guest flow and operational efficiency.
• Ensure Operational Excellence & Compliance by maintaining adherence to hotel policies, luxury brand standards, safety procedures, cash handling processes, and service expectations.
• Monitor Performance & Business Results by analyzing guest satisfaction scores, operational metrics, labor costs, and departmental performance to identify opportunities for continuous improvement.

Skills

Front Office Leadership

Guest Relations

Team Development

Communication

Operational Oversight

Tools

Opera Cloud

Opera PMS

Microsoft Office

Job description

The Pfister Hotel in Milwaukee seeks a Guest Services Manager to lead Front Office, Valet, and Bell Services, delivering Four Diamond level service and memorable guest experiences. You will guide teams, drive guest satisfaction, and coordinate cross-department operations to optimize flow and service quality.

Qualified candidates bring 3–5 years of upscale Front Office leadership, strong guest relations, and proficiency with Opera Cloud/PMS; a proven ability to recruit, train, and inspire teams