Lead Guest Experience Coordinator - Apply Now!

Hilton Milwaukee is the premier hotel located in downtown Milwaukee, known as Milwaukee's largest hotel with a rich history dating back to 1927 when it was originally built as the Schroeder Hotel. Connected to the newly expanded Baird Center, Hilton Milwaukee features 729 well-appointed guest rooms and over 34,000 square feet of meeting and event space, making it a key destination for both business and leisure travelers. The hotel prides itself on its continuous innovation in delivering world-class service, upscale amenities, and superior style, which are central to creating exceptional guest experiences. The role of Lead Guest Experience Coordinator (GEC) within MR3C at Hilton Milwaukee is a vital position responsible for enhancing guest satisfaction and contributing to revenue growth. This full-time role involves developing and managing weekly plans for the GEC team, partnering with other teams to identify opportunities for increasing revenue through tailored guest experiences, and ensuring seamless booking processes that align with guest expectations. The Lead Guest Experience Coordinator will proactively engage with guests by confirming their needs ahead of arrival, managing group itineraries, upselling room upgrades, and coordinating experiences such as dining, spa, golf, and ski activities. Collaboration with the on-site concierge, analysis of operational data, and continuous improvement initiatives are also core components of this role. This position demands a candidate who is passionate about hospitality and committed to delivering superior guest service. The ideal candidate will bring prior hospitality or reservations experience, a customer service-oriented mindset, and strong technical skills for navigating cloud-based systems and communication platforms. In addition to excellent communication abilities and problem-solving skills, the role requires an organized, detail-oriented professional with a polished demeanor who values positive guest interactions and smooth operation workflows. The Hilton Milwaukee offers employees a welcoming environment that encourages career growth and cross-property transfers within Marcus Hotels & Resorts, along with competitive benefits designed to support work-life balance and personal development.

• High school diploma or GED required
• previous experience in hospitality, reservations, or call centers preferred
• strong customer service background
• tech-savvy and adaptable
• ability to learn new systems quickly
• fluent in English
• excellent verbal and written communication skills
• strong active listening and problem-solving abilities
• positive customer-oriented attitude
• detail-oriented and organized