Guest Experience Agent

The Marcus Corporation • Milwaukee, WI

1d • Onsite

About The Position

The Hilton Milwaukee is seeking a dedicated Guest Experience Agent to join its dynamic team and contribute to the exceptional guest experience. As a Guest Experience Agent, you will greet guests, welcome them for future stays, and provide prompt and courteous service. This role acts as the guest’s liaison, delivering requests to the appropriate department to ensure complete guest satisfaction. The Hilton Milwaukee is completing a $40 million renovation, elevating guest rooms, event spaces, and the grand lobby to reflect modern elegance. Connected to the newly expanded Baird Center, the Hilton Milwaukee is the city’s largest hotel and a historic gem, built in 1927 as the Schroeder Hotel. It offers 554 beautifully appointed guest rooms and over 34,000 square feet of flexible meeting space. The hotel's commitment to innovation, exceptional service, and timeless style maintains its reputation as Milwaukee’s premier meeting and convention destination. Marcus Hotels & Resorts, a division of The Marcus Corporation, has a rich 60-year history of operational and service excellence. They are "People Pleasing People" who strive daily to create extraordinary experiences for guests and associates alike, focusing on expanding their U.S. based portfolio of 15 hotels and resorts, known for their unique character and style.

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