Hotel Front Office Manager

About the role

The The Trade Hotel Milwaukee is managed by NCG Hospitality, an award winning, family-owned third generation business and leader in the ownership, development, and operations of over 30 premier hospitality properties. We foster genuine customer engagement and a positive, team-oriented work culture where your contributions are valued and celebrated. We invest in you and your career development, providing tools, resources, and mentorship to help you succeed.

Responsibilities

• Guest Experience
  • Provide exceptional guest service while setting high service standards for the front desk team to follow
  • Maintain regular contact with in-house guests and community clients to foster loyalty and satisfaction
• Operational Excellence
  • Uphold service quality by investigating guest concerns, initiating corrective action, and conducting periodic room inspections
  • Supervise front desk team, including hiring, training, scheduling, and performance management
  • Instills strong customer service skills with front desk team by modeling and reinforcing excellent guest interactions and communication standards
• Financial & Front Office Administration
  • Assist with accounting functions including billing, reporting, and financial reconciliation
  • Monitor and support procedures related to inventory, key control, and monetary handling

Requirements

• Two or more years of supervisory experience
• Two or more years of general hotel operations experience
• Strong customer service skills to include problem-solving and complaint resolution
• Strong interpersonal, relationship building and communication skills
• Strong attention to detail and organized
• Ability to work effectively and efficiently in a fast-paced setting

Benefits

• Career Development
  • Personalized career pathing and skill development
  • Leadership and mentorship programs
  • Educational and certification reimbursement
• Team Member Perks
  • Worldwide hotel discounts and free stays at NCG Hospitality managed hotels
  • Catch of the Day – earn bonuses for going above and beyond to support team and guests
  • Everyone Sells – earn cash for bringing in business to our properties
  • Paid Volunteer hours – Earn money for community service
• Health & Wellness Benefits
  • Medical, dental, and vision plans
  • Paid sick time and Paid Time Off
  • Virtual telehealth access and employee assistance resources
  • Monthly health and fitness reimbursement programs
• Financial Support
  • Same-day pay options
  • Referral bonus – earn cash for bringing great team members
  • 401(k) retirement plan with 100% match on the first 3% and 50% match on the next 2%
  • Health Savings Account
  • Structured bonus program