Job description

As the Front Office Director, you set the image and create the culture for the guest experience. You select, coach, and develop your team to deliver exceptional service. In addition, your role will contribute to exceeding Hilton’s guest service scores and ensure that the department impacts overall profitability.

Are you driven to work for the most recognized name in the hospitality industry? If you strive to grow your career at the largest hotel in the downtown area, the Hilton Milwaukee City Center is the place for you. Our property and brand pride itself on continuous innovation through our approach to world-class service, upscale amenities and superior style.

What you will be doing:

• Manage and motivate all front office associates with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Check room reservations, front office/front desk systems, supplies inventory, scheduling, and departmental budgeting to maximize revenue.
• Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information.
• Implement and monitor all corporate marketing programs to include Hilton Honors, Bounceback etc.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent information. Attend other hotel meetings as deemed necessary.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Perform room inspections, which require bending, stooping, reaching overhead and moving throughout guest floors.
• Assist in the check-in and check-out of guests or any related guest service activity.
• Oversee and assist with execution of special requests from guests, groups, etc.
• Perform other duties as assigned.

What we are looking for:

• Considerable knowledge of computer systems for registration, reservations, and backup systems.
• Excellent interpersonal and communication skills to include the ability to read, write, speak, and understand the English Language.
• Thorough organization and supervisory skills proficient in accomplishing the task. Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Ability to analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Exceptional customer service skills.
• Previous experience as Assistant and/or Director of Front Office Operations or hotel management preferred.
• Experience with hotels with a minimum of 300 rooms required

Along with being a Marcus Hotels & Resorts associate, you will receive amazing benefits!

• A free, well-balanced meal every shift
• Room discounts at Marcus Hotels & Resorts properties and Hilton properties
• Discounts at Marcus Hotels & Resorts cafes, bars, restaurants and lounges - not to mention, great deals on golfing, skiing and spa
• Free parking
• Ability to grow your career, and transfer from one property to another while maintaining your service with the company
• Paid vacation days
• Annual wage increases
• Medical, dental and vision insurance, company-paid life insurance, employee assistance program and additional retirement benefits
• Recognition programs
• Unlimited employee referral bonus

The Hilton Milwaukee City Center is an Equal Opportunity Employer

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Work Location: One location

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