Director of Front Office

Description

Are you passionate about hospitality and eager to work for the most recognized name in the industry? Do you aspire to grow your career at a premier hotel in downtown Milwaukee? If so, the Hilton Milwaukee is the perfect place for you! We are seeking a dedicated individual to join our dynamic team and contribute to the exceptional guest experience we're known for. As the Director of Front Office Operations, you will serve as a key leader ensuring smooth, efficient front-of-house operations. Reporting to the Director of Rooms, you will directly oversee the daily functions of the Front Desk, Bell Services, Door Staff, and Concierge, ensuring alignment with brand standards while managing costs, driving profitability, and enhancing guest satisfaction.

Connected to the newly expanded Baird Center, the Hilton Milwaukee is Milwaukee's largest hotel. Built in 1927 as the Schroeder Hotel, the Hilton Milwaukee offers 729 well-appointed guest rooms and over 34,000 square feet of meeting and event space. At the Hilton Milwaukee, we pride ourselves on continuous innovation through our approach to world-class service, upscale amenities, and superior style.

What you will be doing:

* Oversee daily operations of the Front Desk, Bell, Door, and Concierge teams to ensure smooth guest experiences and ensure all guest touchpoints deliver warm, professional, brand-aligned service.

* Collaborate cross-departmentally to address guest needs and service recovery effectively.

* Assist with developing, implementing, and maintaining SOPs in alignment with brand and service standards.

* Lead, mentor, schedule, and support front office staff, including supervisors and line-level team members.

* Participate in hiring, onboarding, training, coaching, and performance evaluations as well as conduct departmental meetings.

* Foster a culture of accountability, empowerment, and teamwork within the front office department.

* Monitor guest satisfaction scores and online reputation metrics, driving continuous improvement for digital and mobile guest experience.

* Handle guest escalations and VIP, loyalty, and group arrivals with professionalism and care.

* Assist with budget oversight, labor cost control, office inventory management, daily reports and night audit review, and front office system training (PMS, POS, key systems, mobile check-in/out).

* Perform other duties as requested by management, such as special requests from guests.

What we are looking for:

* Bachelor's degree in Hospitality Management or related field preferred

* 3-5 years of progressive front office leadership experience in a full-service, branded hotel (500+ rooms preferred)

* Proficient in front office systems such as Opera, OnQ, or similar platforms

* Strong numerical and analytical skills to interpret hotel operational data

* Demonstrated success in managing multi-departmental hotel operations with strong organizational abilities

* Proven ability to develop and mentor team members for career growth

* Excellent communication, guest service, and conflict resolution skills

* Fluent in English (reading, writing, speaking, and comprehension) to communicate with the guests and team members

* Flexible availability, including weekends, holidays, and overnight shifts

* Key competencies: Guest-centric leadership, team motivation, operational efficiency, strategic problem-solving, time management, and attention to detail

What's in it for you?

* A free, well-balanced meal every shift

* Room discounts at Marcus Hotels & Resorts and Hilton-branded properties

* Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa

* Free parking

* "Two for one" movie theater coupons at Marcus Theatres

* Ability to grow your career and transfer from one property to another

* Early wage access

* 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

* And more!

About Us:

A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are "People Pleasing People" who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 15 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

The Hilton Milwaukee is an equal opportunity employer.