Front Desk Supervisor

Front Desk Supervisor
Location: Hilton Madison Monona Terrace – Madison, Wisconsin
Schedule: Full-Time | Flexible Schedule Required

Lead the Guest Arrival Experience with a Focus on Service and Team Support

Are you a customer-focused professional who enjoys leading a team and creating welcoming first impressions? We are looking for a Front Desk Supervisor to support our Front Office leadership team in overseeing daily front desk operations, ensuring smooth guest experiences from check-in to checkout.

In this hands-on leadership role, you will supervise front office staff, assist with guest inquiries and complaints, and help ensure the front desk runs efficiently while meeting brand standards. If you are detail-oriented, calm under pressure, and passionate about hospitality, this is your opportunity to grow in a dynamic environment.

What Will You Be Doing?

As the Front Desk Supervisor, you will be a key team leader focused on operational excellence and exceptional guest service. Your responsibilities will include:

• Overseeing front desk team performance, ensuring prompt and friendly guest service at all times
• Greeting and checking guests in and out efficiently and accurately
• Assisting with guest concerns, special requests, and complaints in a professional and empathetic manner
• Managing daily front office tasks including reservations, room assignments, wake-up calls, and guest messages
• Supporting group check-ins and coordinating with other departments to ensure smooth group arrivals
• Providing team support by handling phone calls, issuing keys, taking payments, and ensuring accurate transaction processing
• Maintaining supplies and restocking paper, toner, and other essentials for front office equipment
• Supervising daily checklists to ensure completion of all operational tasks
• Training and mentoring front desk team members and providing ongoing feedback
• Taking responsibility for a house bank, handling cash, credit cards, and check payments
• Leading the team during emergency situations and following hotel safety procedures
• Collaborating with the Front Office Manager and Assistant Manager on special projects or operational improvements

What Will You Bring to the Role?

We are seeking a service-oriented leader who thrives in a fast-paced hospitality setting. The ideal candidate will bring:

• Prior experience in guest service or front desk operations
• Strong communication skills with a friendly, approachable demeanor
• The ability to multitask and remain organized under pressure
• Proficiency in handling monetary transactions and managing financial accuracy
• Basic computer skills and the ability to quickly learn front desk systems
• Problem-solving skills and the ability to resolve guest issues thoughtfully
• Supervisory or leadership experience preferred
• Ability to stand or walk for long periods of time
• A positive attitude and a collaborative mindset

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.