Lead Guest Services - Delafield Hotel

STEP INTO THE BIG LEAGUES 

Geronimo Hospitality Group ain't your normal work environment. We are a collection of award winning boutique hotels, restaurants and clubs with cool people who believe THE STATUS QUO SUCKS and we do everything we can to live by that motto. At Geronimo Hospitality Group, we don’t raise the bar. We are the bar. We create destinations, not pit stops, and we’re looking for people who are ready to join a team that pushes boundaries and values hard work every day. 

DELAFIELD HOTEL

As one of Wisconsin’s most celebrated boutique properties, The Delafield Hotel is an enchanting host for weddings, business meetings and romantic getaways. It delivers the seclusion that a downtown metropolis hotel can’t and a classic appeal that a national chain won’t. 

PERKS OF THE JOB 

We believe in rewarding effort and skill. Our team enjoys Employee Discounts, Paid Time Off, Training & Development Opportunities, 401K, Medical Benefits, 24/7 Online Care, Pet Insurance, and more. We demand a competitive spirit and offer you the chance to build your own future in return. 

YOUR ROLE IN CREATING GERONIMOMENTS 

In this role, you’ll be a key part of our team, ensuring that every guest leaves with a lasting impression. Your voice matters here—use it to build the future, make an impact, and continuously improve the guest experience. 

As the Lead Guest Services Representative,  you are responsible all functions of the Front Desk during assigned shifts and/or in absence of managers. Coordinate and undertake special administrative projects. Serve as MOD during evenings and weekend. Manage computers, computer systems and office equipment. Handle cash, checks, credit card transactions; including deposits and audits.

WHAT YOUR DAY WILL LOOK LIKE 

• Ensure all guests are being treated in an efficient and courteous manner and that all standards are being applied.
• Responsible for anticipating guest service enrichment and addressing recovery.
• Responsible for maintaining positive relationships with repeat guests and all corporate accounts.
• Conduct inspections of the hotel public areas to ensure cleanliness and maintenance standards are met.
• Assist with overseeing inventory and notifying management of any necessary ordering.
• Always maintain a neat and clean professional appearance.
• Ensure all customer satisfaction quality standards are complied with and that policies and procedures are consistently applied.
• Assume the role as the trainer on duty for new hires.
• Ensure all items on daily shift checklist are completed. Delegate responsibilities to work colleagues as seen fit.
• Manage and help direct all reservations to maximize bookings and revenue in accordance with hotel standards.
• Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
• Accommodate scheduling flexibility as required by anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
• Execute special administrative projects as delegated by management.

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WHAT IT TAKES TO SUCCEED 

Education

• High School Diploma or equivalent

Experience and/or Training 

• The ability to handle cash as well as confidential information. Minimum of one year hospitality experience required.

Technology/Equipment 

• Computer skills including Microsoft Office

YOU’LL STAND OUT IF YOU BRING 

Education 

• Associate’s Degree in Hospitality or related field.

Experience and/or Training 

• One year of experience in Front Desk or Guest Services. Supervisory experience preferred.

Technology/Equipment 

• Knowledge of Opera PMS and Travelclick/iHotelier preferred

MANDATORY REQUIREMENT 

• U.S. Work Authorization

JOIN A TEAM THAT MAKES AN IMPRESSION 

At Geronimo Hospitality Group, we are cool people who work hard. Every shift, every day, we push the boundaries and strive to be the best. If you’re ready to own your work and create exceptional experiences, we want you on our team! Geronimo Hospitality Group is an Equal Employment Opportunity employer.