Front Office Supervisor

About the role

The Front Desk Supervisor at the Hilton Milwaukee serves as a key leader ensuring smooth, efficient front-of-house operations. Reporting to the Director of Front Office, you will directly supervise the daily functions of the Front Desk, Bell Services, Door Staff, and Concierge, ensuring alignment with brand standards while greeting guests, handling guest requests, and enhancing guest satisfaction.

The Hilton Milwaukee recently completed a $40 million renovation, elevating guest rooms, event spaces, and the grand lobby to reflect modern elegance. As the city’s largest hotel and a historic gem, we pride ourselves on continuous innovation through world-class service, upscale amenities, and superior style.

Responsibilities

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

Requirements

• Previous experience in hospitality, reservations, or front desk preferred
• Strong customer service background with a guest-focused approach
• Tech-savvy and adaptable, with the ability to quickly learn new systems and software
• Proficiency in cloud-based phone systems, communication platforms, and related technology preferred
• 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, organized, and committed to delivering outstanding guest service
• High school diploma or GED required; some college or advanced education preferred
• Weekend availability (required)

Benefits

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

Pay

$20.00 per hour

Schedule

Full-time, hourly. Shift availability varies, including evenings, weekends, and holidays.