Guest Experience Agent

Are you passionate about hospitality and eager to work for the most recognized name in the industry? Do you aspire to grow your career at a premier hotel in downtown Milwaukee? If so, the Hilton Milwaukee is the perfect place for you! We are seeking a dedicated Guest Experience Agent to join our dynamic team and contribute to the exceptional guest experience we're known for. As a Guest Experience Agent you will greet our guests and welcome them to return for future stays, while providing them with prompt and courteous service. Our Guest Experience Agent works as our guest’s liaison, delivering their requests to the appropriate department, resulting in complete guest satisfaction.

There’s no better time to join us as the Hilton Milwaukee is just completing a $40 million renovation. This extensive transformation elevated our guest rooms, event spaces, and grand lobby to reflect a new era of modern elegance. Connected to the newly expanded Baird Center, the Hilton Milwaukee is not only the city’s largest hotel but also a historic gem. Built in 1927 as the Schroeder Hotel, we offer 554 beautifully appointed guest rooms and over 34,000 square feet of flexible meeting space. Our commitment to innovation, exceptional service, and timeless style ensures our continued reputation as Milwaukee’s premier meeting and convention destination. If you’re passionate about hospitality and ready to make a lasting impact, we invite you to become part of our team and shape the future of the Hilton Milwaukee.

What you will be doing

• Greet and welcome guests as they arrive at the hotel.
• Answer calls and acting as an ambassador of the hotel by providing information about local attractions, Hilton Milwaukee history, hotel amenities and services while fulfilling any special requests.
• Coordinate any necessary support from other departments and/or managers while using a clear, understandable speaking voice, exercising judgment, providing solutions and options.
• Take room service orders, coordinating amenity deliveries and ensuring prompt and accurate service.
• Fulfill VIP and special requests for products and services.
• Partner with other key guest service members including; bell services, valet, front desk, concierge, room service, restaurants, engineering, housekeeping and events.
• Maintain great service with an eager “can do” attitude and by always seeking new ways to impress and delight guests.
• Other Job duties as assigned.

What we are looking for

• Must be able to work a varied schedule to include evenings, weekends, and holidays.
• Ability to effectively deal with guest and fellow associates in a friendly and positive manner.
• Excellent customer service skills and communication are required.
• Previous hotel, receptionist, customer service, front desk or administrative experience preferred.
• Must be able to work a varied schedule to include days, evenings, weekends, holidays, and the ability to work under pressure.
• High school diploma or equivalent required.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergencies.
• Open Availability Strongly Preferred

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
• Ability to grow your career, and transfer from one property to another
• 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

Job Type: Full-Time, Hourly

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 Hilton Milwaukee is an equal opportunity employer.