Lead Guest Experience Coordinator

Are you passionate about hospitality and eager to work for the most recognized name in the industry?

Are you passionate about hospitality and eager to work for the most recognized name in the industry?

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 individual to join our dynamic team and contribute to the exceptional guest experience we're known for. As a Lead Guest Experience Coordinator for MR3C you will be responsible for developing weekly plans, identifying opportunities to increase revenue and verify bookings.

Connected to the newly expanded Baird Center, the Hilton Milwaukee is Milwaukee's largest hotel. Built in1927 as the Schroeder Hotel, the Hilton Milwaukee offers 729 well-appointed guest rooms and over 34,000 square feet of meeting and event space. At the Hilton Milwaukee, we pride ourselves on continuous innovation through our approach to world-class service, upscale amenities, and superior style.

What you will be doing:

•          Develop and manage weekly plans for the GEC team.

•          Partner with the Grand Geneva team to identify revenue opportunities before guest arrival.

•          Contact guests in advance to confirm needs, block rooms, and secure all package components (tee times, spa, dining, experiences).

•          Upsell higher-value rooms and additional experiences to enhance revenue and guest satisfaction.

•          Ensure bookings and room assignments align with guest needs, preferences, and itineraries—especially for multi-room reservations.

•          Proactively manage frequent guests’ itineraries and address any prior negative experiences through coordinated service plans.

•          Oversee group itineraries and coordinate with departments for dining, spa, ski, and golf needs.

•          Collaborate with on-site concierge and analyze operational data, performance metrics, and reporting to improve service delivery.

What we are looking for:

•          Previous experience in hospitality, reservations, or call centers preferred; strong customer service background with a guest-focused approach.

•          Tech-savvy and adaptable, with the ability to quickly learn new systems and software; proficiency in cloud-based phone systems, communication platforms, and related technology are preferred.

•        Fluent in English with excellent verbal and written communication skills.

•          Strong active listening, problem-solving, and interpersonal skills; clear, pleasant, and professional speaking voice.

•          Positive, customer-oriented attitude with a polished demeanor

•          Detail-oriented, organized, and committed to delivering outstanding guest service

•          High school diploma or GED required; some college or advanced education preferred

What’s in it for you?

•          Discounts at Marcus Hotels & Resorts, Restaurants, Golf & Spa operations

•          “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

•          And more!

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.

Marcus Hotels & Resorts is an equal opportunity employer.