Assistant Front Office Manager

Description

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.

Position Purpose:

The Assistant Front Office Manager plays a vital leadership role in delivering an exceptional guest experience by supporting the day-to-day operations of the Front Desk, Bell, Valet, Concierge, PBX, and Reservations teams. This role assists in overseeing staff performance, guest relations, and operational procedures to ensure seamless service delivery, adherence to brand standards, and optimal profitability. The ideal candidate is a hands-on leader who is guest-focused, operationally savvy, and passionate about cultivating a collaborative and service-oriented team culture.

Essential Functions:

Guest Experience & Service Excellence

• Greet guests warmly, assist with check-in/check-out, and ensure consistent service excellence throughout the guest journey.

• Resolve guest concerns and complaints promptly and professionally, ensuring complete guest satisfaction.

• Maintain positive guest relations while ensuring all guest needs are anticipated and met promptly, regardless of business volume.

• Monitor VIP and group arrivals and ensure special arrangements and expectations are met.

• Coordinate delivery of guest amenities and special requests with appropriate departments.

Team Supervision & Leadership

• Provide direct supervision, training, coaching, and support to Front Desk, Bell, Valet, Concierge, and PBX staff.

• Assign daily responsibilities and scheduling based on business demands and coverage needs.

• Conduct new hire onboarding and ongoing training for front office team members.

• Monitor staff performance and provide constructive feedback; support corrective action and disciplinary procedures as needed.

• Foster a cooperative, productive, and respectful team environment focused on exceptional service.

Operational Management

• Ensure front office operations are running efficiently, adhering to all hotel policies, safety procedures, and brand standards.

• Monitor and ensure completion of all daily front office checklists and responsibilities.

• Ensure accurate cash handling, billing, and posting of guest transactions.

• Maintain complete knowledge of hotel amenities, policies, room types, rates, availability, and promotions.

• Handle group check-ins, departures, and pre-arrival needs; review group resumes and coordinate room blocks and billing.

• Anticipate sold-out situations and manage overbookings and guest relocations.

• Review no-shows, late checkouts, and special requests to ensure accuracy and communication across departments.

• Maintain security protocols related to room access, guest privacy, and front desk operations.

  Technology & Communication

• Operate and manage hotel systems including SMS (Springer-Miller), PBX, and other front office technologies.

• Ensure staff is updated on current promotions, packages, and policies.

• Document and communicate guest or staff issues, operational updates, and feedback to relevant departments via reports or email.

Position Requirements:

Education & Experience:

• Minimum 2 years of experience in a Front Office leadership role at a hotel or resort; luxury or high-volume property experience preferred.

• Prior supervisory or assistant manager experience in a front desk environment is required.

• Opera PMS or Springer-Miller experience strongly preferred.

Knowledge, Skills & Abilities:

• Proven leadership and team development abilities.

• Strong guest service orientation and problem-solving skills.

• Effective verbal and written communication skills.

• Ability to multitask in a high-pressure, fast-paced environment.

• Professional demeanor with a focus on attention to detail and guest satisfaction.

• Proficiency in Microsoft Office Suite and hotel PMS systems.

• Ability to stand and walk for extended periods and lift moderate items.

• Must be able to work flexible shifts including evenings, weekends, and holidays.

Benefits:

• 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, golfing, skiing and spa

• Discounted parking

• 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
  
  The Pfister Hotel is an equal opportunity employer.