Front Desk Supervisor

Description

Do you strive to set yourself apart by your gracious service and impeccable style? Are you passionate about delivering exceptional experiences to guests in the premier luxury hotel in downtown Milwaukee? If so, The Pfister is looking for a Front Desk Supervisor to be a part of our team and continue its iconic legacy. As a Front Desk Supervisor at The Pfister Hotel, you will assist in overseeing front office operations, leading associates, and ensuring seamless guest service while upholding our Four Diamond standards.

Built in 1893, The Pfister Hotel in Milwaukee has been a hotel icon for nearly 130 years. As one of the best hotels in Milwaukee and the Midwest, we continue to celebrate a grand tradition of gracious service and impeccable style. The Pfister Hotel has received AAA Four Diamond hotel status for 46 consecutive years. The hotel is one of only 11 properties throughout North America to maintain the AAA Four Diamond designation since the inception of the Diamond Rating program in 1976.

What you will be doing:

• Supervise front desk associates, reservations, and bell staff as needed.
• Ensure completion of all daily checklist functions.
• Greet guests warmly, assist with check-in/check-out, and handle inquiries or special requests.
• Answer phones and manage reservations with accuracy and courtesy.
• Oversee financial transactions, including cash handling, credit cards, and checks.
• Issue guest mail, messages, and assist with deliveries to rooms.
• Respond to and resolve guest concerns, ensuring satisfaction and retention.
• Provide accurate directions and hotel information to guests.
• Enter wake-up calls and ensure timely follow-through.
• Assist in onboarding and training of new associates.
• Monitor equipment (copiers, PBX, printers) and ensure adequate supplies.
• Support the Front Office Manager with projects and additional tasks as assigned.

Position Requirements:

• Previous front desk experience required, supervisory experience preferred.
• Previous Property Management System experience required, Oracle (OPERA) experience preferred.
• Strong communication and problem-solving skills.
• Ability to multi-task, meet deadlines, and work efficiently in a fast-paced environment.
• Organizational skills with attention to detail and guest service focus.
• Proficiency in computer systems, typing, and basic math.
• Ability to walk or stand for long periods of time.

What's in it for you?

• A free, well-balanced meal every shift
• Room discounts at Marcus Hotels & Resorts and Historic Hotels of America properties
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golfing, skiing, and spa
• Discounted parking
• “Two for one” movie theater coupons at Marcus Theatres
• Career growth opportunities across 15+ properties while maintaining your service years with Marcus Hotels
• Early wage access
• Paid time off
• Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, employee assistance program, and 401k with employer match

Job Type: Full Time, Hourly

Pay Range: $18 - $20 per hour, DOE

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 Pfister Hotel is an equal opportunity employer.