Front Office Supervisor

Marcus Corporation • Milwaukee, WI

3d • Onsite

About The Position

The Front Office Supervisor is a key leader responsible for smooth, efficient front-of-house operations at the Hilton Milwaukee. Reporting to the Director of Front Office, this role supervises the daily functions of the Front Desk, Bell Services, Door Staff, and Concierge, ensuring operations align with brand standards. The supervisor also greets guests, handles requests, and works to enhance guest satisfaction.

The role includes supervising front desk staff, reservations, and bell staff as needed, completing daily checklist functions, and performing guest-service and front-desk tasks such as check-in and checkout, phone handling, transaction posting, handling payments, taking reservations, and resolving guest concerns. The position is full-time and hourly, with variable shifts that may include evenings, weekends, and holidays.

Requirements

• Previous experience in hospitality, reservations, or front desk is preferred.
• Strong customer service background with a guest-focused approach.
• Fluent in English with excellent verbal and written communication skills.
• Strong active listening, problem-solving, and interpersonal skills.
• Clear, pleasant, and professional speaking voice.
• Positive, customer-oriented attitude with a polished demeanor.
• Detail-oriented and organized, with a commitment to outstanding guest service.
• High school diploma or GED required.
• Weekend availability required.

Nice To Haves

• Proficiency in cloud-based phone systems, communication platforms, and related technology.
• Some college or advanced education.
• Ability to quickly learn new systems and software.

Responsibilities

• Supervise front desk staff, reservations, and bell staff as needed.
• Ensure all daily functions on the checklist are completed.
• Greet guests and check them in and out.
• Answer phones.
• Perform manual and computer posting of transactions.
• Handle money, credit cards, and checks.
• Issue mail and messages to guests.
• Resolve guest dissatisfaction.
• Take reservations.
• Provide directions and answer guest questions.
• Enter wake-up calls.
• Perform additional duties or projects as assigned by the Front Office Director.

Benefits

• Discounts at Marcus Hotels & Resorts, Restaurants, Golf & Spa operations.
• Two-for-one movie theater coupons at Marcus Theatres.
• Career growth opportunities and ability to transfer between properties.
• Paid time off.
• Medical, dental, and vision insurance offered after 30 days of employment.
• Company-paid life insurance.
• Employee assistance program.
• 401(k) with employer match.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED