Front Office Supervisor

About the role

The Front Desk Supervisor at Hilton Milwaukee leads front‑of‑house operations, supervising the Front Desk, Bell Services, Door Staff, and Concierge. Reporting to the Director of Front Office, the supervisor ensures alignment with brand standards, greets guests, handles requests, and enhances guest satisfaction. The hotel recently completed a $40 million renovation, expanding guest rooms, event spaces, and the grand lobby.

Responsibilities

• Supervise front desk staff, reservations, and bell staff as needed.
• Ensure all daily functions from the checklist are completed.
• Greet guests and check them in and out.
• Answer phones and 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 and answers to guest questions.
• Enter wake‑up calls.
• Perform additional duties or projects as assigned by the 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; proficiency with cloud‑based phone systems and related technology preferred.
• Fluent in English with excellent verbal and written communication skills.
• Strong active listening, problem‑solving, and interpersonal skills; clear, pleasant, 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.
• Opportunities 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.
• 401(k) with employer match.
• Additional perks and benefits.

Pay

$20.00 per hour (hourly, full‑time).

Schedule

Shift availability varies, including evenings, weekends, and holidays.