Assistant Front Office Manager

Description

Assistant Front Office Manager
Location: Hilton Madison Monona Terrace - Madison, WI
Schedule: Full-Time | Flexible Availability Required

Lead the Front Desk Team in a Dynamic, Guest-Focused Environment

Do you thrive in fast-paced, people-centric settings where no two days are the same? We are seeking an Assistant Front Office Manager who is passionate about hospitality, team leadership, and delivering exceptional guest service. Join a collaborative team where your leadership and attention to detail will help create memorable experiences from check-in to checkout.

This position supports the Front Office Manager in overseeing the daily operations of the front desk team, ensuring efficient operations, guest satisfaction, and adherence to brand standards. If you are a proactive problem-solver with a strong sense of professionalism and hospitality, we'd love to hear from you.

What Will You Be Doing?

As an Assistant Front Office Manager, you will be a key leader in ensuring seamless front office operations and guest satisfaction. Your responsibilities will include:

• Delivering exceptional guest service and handling escalated guest concerns or special requests promptly and professionally
• Supervising daily front desk operations including check-ins, check-outs, reservations, and room assignments
• Ensuring staff adherence to brand standards, operating procedures, and service expectations
• Assisting with recruiting, training, scheduling, and mentoring front office team members
• Providing feedback, coaching, and ongoing support to elevate team performance and morale
• Leading pre-shift and monthly meetings to keep the team informed and aligned
• Collaborating with housekeeping, engineering, and other departments to ensure room readiness and exceptional guest experiences
• Communicating important guest preferences and service updates to relevant teams
• Participating in hotel safety protocols, emergency response, and loss prevention programs
• Recommending improvements in procedures to enhance guest and associate satisfaction
• Supporting hotel operations as needed with flexibility and professionalism

What Will You Bring to the Role?

We are looking for a results-oriented leader with a hospitality mindset and the ability to guide a team toward success. The ideal candidate will bring:

• 1-3 years of supervisory or management experience in a front office or customer service role
• Strong working knowledge of front office systems for registration, reservations, and reporting
• Excellent verbal and written communication skills in English
• Solid organizational skills with the ability to multi-task and manage priorities in a fast-paced setting
• The ability to analyze and interpret data and make informed decisions
• Leadership skills to coach, mentor, and motivate a diverse team
• Calm, tactful, and professional demeanor when resolving guest issues
• CPR and First Aid Certification (preferred)
• College education (preferred)

What is In It for You?

Working at Hilton Madison Monona Terrace comes with more than just a great team-enjoy a wide range of perks and benefits, including:

* A free, well-balanced meal every shift
* Room discounts at Marcus Hotels & Resorts and Hilton-branded properties
* Discounts at Marcus Hotels & Resorts restaurants, lounges, spas, golfing, and skiing
* Free employee parking (when available) or Metro bus passes
* "Two for one" movie coupons at Marcus Theatres
* Ability to transfer to other Marcus properties while maintaining your service status
* Early wage access
* Paid time off
* Medical, dental, and vision insurance (available for full-time associates after 30 days)
* Company-paid life insurance, employee assistance program, and 401(k) with employer match
* Hilton-branded training and growth opportunities

Join a Company with Heart

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 job description reflects the general nature of work expected for this role and is not intended to be an exhaustive list of all responsibilities.

We are an Equal Opportunity Employer and maintain a drug-free workplace. We also participate in E-Verify to confirm employment eligibility in the U.S.