Guest Service Manager

Guest Service Manager

Do you have a passion for luxury hospitality, inspiring teams, and creating exceptional guest experiences? Are you a service-driven leader who thrives in a fast-paced environment and takes pride in delivering personalized, Four Diamond-level service? If so, we invite you to join The Pfister Hotel as our Guest Services Manager and lead our Front Office, Valet, and Bell Services teams while helping create memorable experiences for every guest who walks through our doors. Become part of Milwaukee's most iconic hotel and contribute to our legendary tradition of excellence. Built in 1893, The Pfister Hotel in Milwaukee has been a hotel icon for over 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 over 50 consecutive years.

What you will be doing

• Lead Front Office Operations by overseeing Front Desk, Valet, and Bell Services to ensure seamless arrivals, departures, transportation coordination, and exceptional guest experiences.
• Deliver Luxury Guest Experiences by fostering a culture of personalized hospitality, anticipating guest needs, and ensuring all interactions meet Four Diamond service standards.
• Drive Guest Satisfaction & Service Recovery by proactively resolving guest concerns, managing feedback, and creating memorable experiences that build guest loyalty.
• Coordinate Cross-Departmental Operations with Housekeeping, Engineering, Reservations, Revenue Management, and other departments to optimize guest flow and operational efficiency.
• Ensure Operational Excellence & Compliance by maintaining adherence to hotel policies, luxury brand standards, safety procedures, cash handling processes, and service expectations.
• Monitor Performance & Business Results by analyzing guest satisfaction scores, operational metrics, labor costs, and departmental performance to identify opportunities for continuous improvement.

Position Requirements

• 3-5 years of progressive Front Office leadership experience in an upper-upscale or luxury hotel environment, with experience managing multiple guest-facing departments.
• Strong knowledge of luxury hospitality operations and service standards, including guest relations, service recovery, and Forbes/Four-Five Diamond expectations.
• Proven leadership and team development skills, with the ability to recruit, train, coach, and inspire high-performing teams in a fast-paced environment.
• Experience with hotel technology systems, including Opera Cloud, Opera PMS, or similar property management systems, and proficiency with Microsoft Office applications.
• Excellent communication, interpersonal, and conflict resolution skills, with the ability to effectively engage guests, team members, and cross-functional departments.
• Strong organizational, analytical, and decision-making abilities, including experience monitoring operational performance, labor management, and guest satisfaction metrics.
• Flexible schedule availability, including evenings, weekends, holidays, and varying shifts based on business needs.

What's in it for you

• Health Insurance eligible after 30 days of employment, with company-paid Life Insurance
• Competitive Pay, Early Wage Access, and Paid Time Off
• Discounted Monthly On-Site Self-Parking, Discounted Dry Cleaning, Cell Phone reimbursement, and 401(k) employer match
• Access to Employee Assistance Programs
• Career growth opportunities, with the ability to transfer between properties while maintaining service longevity.
• Complimentary, well-balanced meal every shift.
• Room discounts at Marcus Hotels & Resorts, Historic Hotels of America, and Preferred Hotel properties.
• Discounts at Marcus Hotels & Resorts restaurants, cafes, lounges, golf courses, ski resorts, spas, and discounted movie tickets at Marcus Theaters

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.

Primary Location: Wisconsin-Milwaukee-Pfister Hotel

Work Locations: Pfister Hotel 424 East Wisconsin Avenue Milwaukee 53202

Job: Guest Services