Lead Guest Experience Coordinator

Racine, WI, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Hourly

Rate:

Range $16.00 - $22.00

Work Schedule

Standard Hours

Benefits

discounts

Two for one movie coupons

Career growth opportunities

Paid Time Off

Medical insurance

Dental Insurance

Vision Insurance

Life insurance

Employee assistance program

401k with employer match

Job Description

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... Show More

Job Requirements

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

Job Qualifications

High school diploma or GED required
some college or advanced education preferred
previous experience in hospitality, reservations, or call centers preferred
strong customer service background with a guest-focused approach
tech-savvy and adaptable, with ability to quickly learn new systems and software
proficiency in cloud-based phone systems, communication platforms, and related technology preferred
fluent in English with excellent verbal and written communication skills
strong active listening, problem-solving, and interpersonal skills
positive, customer-oriented attitude with a polished demeanor
detail-oriented, organized, and committed to delivering outstanding guest service

Job Duties

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

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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