Guest Service Manager

About the role

The Guest Services Manager at The Pfister Hotel leads Front Office, Valet, and Bell Services teams to deliver personalized, Four Diamond-level service in Milwaukee’s most iconic hotel. This role ensures seamless guest experiences, operational excellence, and cross-departmental coordination in a fast-paced luxury hospitality environment.

Responsibilities

• Lead Front Office Operations by overseeing Front Desk, Valet, and Bell Services to ensure seamless arrivals, departures, transportation coordination, and exceptional guest experiences.
• Deliver Luxury Guest Experiences by fostering a culture of personalized hospitality, anticipating guest needs, and ensuring all interactions meet Four Diamond service standards.
• Drive Guest Satisfaction & Service Recovery by proactively resolving guest concerns, managing feedback, and creating memorable experiences that build guest loyalty.
• Coordinate Cross-Departmental Operations with Housekeeping, Engineering, Reservations, Revenue Management, and other departments to optimize guest flow and operational efficiency.
• Ensure Operational Excellence & Compliance by maintaining adherence to hotel policies, luxury brand standards, safety procedures, cash handling processes, and service expectations.
• Monitor Performance & Business Results by analyzing guest satisfaction scores, operational metrics, labor costs, and departmental performance to identify opportunities for continuous improvement.

Requirements

• 3-5 years of progressive Front Office leadership experience in an upper-upscale or luxury hotel environment, with experience managing multiple guest-facing departments.
• Strong knowledge of luxury hospitality operations and service standards, including guest relations, service recovery, and Forbes/Four-Five Diamond expectations.
• Proven leadership and team development skills, with the ability to recruit, train, coach, and inspire high-performing teams in a fast-paced environment.
• Experience with hotel technology systems, including Opera Cloud, Opera PMS, or similar property management systems, and proficiency with Microsoft Office applications.
• Excellent communication, interpersonal, and conflict resolution skills, with the ability to effectively engage guests, team members, and cross-functional departments.
• Strong organizational, analytical, and decision-making abilities, including experience monitoring operational performance, labor management, and guest satisfaction metrics.
• Flexible schedule availability, including evenings, weekends, holidays, and varying shifts based on business needs.

Benefits

• Health Insurance eligible after 30 days of employment, with company-paid Life Insurance.
• Competitive Pay, Early Wage Access, and Paid Time Off.
• Discounted Monthly On-Site Self-Parking, Discounted Dry Cleaning, Cell Phone reimbursement, and 401(k) employer match.
• Access to Employee Assistance Programs.
• Career growth opportunities, with the ability to transfer between properties while maintaining service longevity.
• Complimentary, well-balanced meal every shift.
• Room discounts at Marcus Hotels & Resorts, Historic Hotels of America, and Preferred Hotel properties.
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golf courses, ski resorts, spas, and discounted movie tickets at Marcus Theaters.

Pay

$65,000–$75,000 based on experience.

About Us

A division of The Marcus Corporation, Marcus Hotels & Resorts has a 60-year history of operational and service excellence. The Pfister Hotel, built in 1893, is Milwaukee’s most iconic hotel and has held AAA Four Diamond status for over 50 consecutive years. The company is known for its unique properties and a culture of “People Pleasing People.”