Guest Experience Agent

Marcus Corporation • Milwaukee, WI

23h • Onsite

About The Position

The Hilton Milwaukee is seeking a dedicated Guest Experience Agent to join its dynamic team. This role involves greeting guests, providing prompt and courteous service, and acting as a liaison to ensure complete guest satisfaction by delivering requests to appropriate departments. The Hilton Milwaukee, the city's largest hotel and a historic gem built in 1927, has recently completed a $40 million renovation, elevating its guest rooms, event spaces, and grand lobby. Connected to the newly expanded Baird Center, the hotel offers 554 guest rooms and over 34,000 square feet of meeting space, maintaining its reputation as Milwaukee’s premier meeting and convention destination. The company, Marcus Hotels & Resorts, has a 60-year history of operational and service excellence, focused on creating extraordinary experiences for guests and associates.

Requirements

• Must be able to work a varied schedule to include evenings, weekends, and holidays.
• Ability to effectively deal with guest and fellow associates in a friendly and positive manner.
• Excellent customer service skills and communication are required.
• Must be able to work a varied schedule to include days, evenings, weekends, holidays, and the ability to work under pressure.
• High school diploma or equivalent required.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergencies.
• Open Availability Strongly Preferred

Nice To Haves

• Previous hotel, receptionist, customer service, front desk or administrative experience preferred.

Responsibilities

• Greet and welcome guests as they arrive at the hotel.
• Answer calls and acting as an ambassador of the hotel by providing information about local attractions, Hilton Milwaukee history, hotel amenities and services while fulfilling any special requests.
• Coordinate any necessary support from other departments and/or managers while using a clear, understandable speaking voice, exercising judgment, providing solutions and options.
• Take room service orders, coordinating amenity deliveries and ensuring prompt and accurate service.
• Fulfill VIP and special requests for products and services.
• Partner with other key guest service members including; bell services, valet, front desk, concierge, room service, restaurants, engineering, housekeeping and events.
• Maintain great service with an eager “can do” attitude and by always seeking new ways to impress and delight guests.
• Other Job duties as assigned.

Benefits

• A free, well-balanced meal every shift
• Room discounts at Marcus Hotels & Resorts and Historic Hotels of America properties
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing and spa
• Discounted parking
• “Two for one” movie theater coupons at Marcus Theatres
• Ability to grow your career, and transfer from one property to another
• Paid time off
• Medical, dental and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program offer and 401k with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees