USA Jobs
Assistant Front Office Manager
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...
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...