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Assistant Front Office Manager

Assistant Front Office Manager

Marcus CorpMadison, WI, US
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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 :

  • 13 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 teamenjoy 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.

    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.

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    Front Office Manager • Madison, WI, US