Join the team at Hershey Lodge, an award-winning resort best known for being warm, welcoming, and distinctly Hershey. Offering 665 guest rooms and 100,000 square feet of function space, Hershey Lodge provides convenience and comfort for families and guests of all ages. We hope you'll enjoy the sweet hospitality and iconic chocolate details around every corner.

The Front Desk Manager at the Hershey Lodge is directly responsible for Front Desk and PBX Switchboard operations, and its full compliance with all Hershey Entertainment & Resort standard operating procedures, policies, and duties. The Front Desk Manager is responsible for establishing and delivering an environment of excellence for employees and guests. This position is actively engaged in guest recovery and feedback.  This position will provide support to the Guest Services and Night Audit departments at the Hershey Lodge. 

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ID! Your total compensation consists not only of the wage that you are paid, but also includes Medical, Dental, and Vision coverage beginning the first day of the next month after you begin working, 401K Contribution, paid time off, and so much more!

Job Duties (Duties marked with an asterisk are essential functions of this job):

Supervise the day-to-day service operations of Front Desk and PBX Switchboard.*

Participate in the hiring, onboarding, training, scheduling, coaching, and evaluating of front desk agents, coordinators, assistant front desk managers and PBX agents.*

Seek every opportunity to create memorable guest experiences by addressing and resolving guest concerns quickly, efficiently, and courteously through guest-facing and/or correspondence.*

Support Guest Services in the management of Concierge, Bell, and Transportation.*

Support Night Audit in managing Hershey Entertainment & Resorts standard operating procedures, policies, and controls.*

Identify the strengths of the team and foster continued growth through ongoing training, coaching, and succession development.*

Focus on creating a working environment that reflects the company’s core values and delivers service excellence.*

Effectively use/manage property management system (PMS) and work with the Room Control Coordinator to manage room inventory. Maximize room revenue and occupancy by working with the Front of House Manager and Rooms Division Director reviewing status daily.*

Review daily Front Desk and Night Audit activity and reports, ensuring compliance with Hershey Entertainment & Resorts standard operating procedures, policies, and controls: Cash, Check, Credit, Bank, and Vending handling policies. Addressing discrepancies/ variances in a timely manner with follow-up to the appropriate managers/ departments.*

Assist in overseeing and monitoring the ticketing process including inventory, audit, and financial controls.*

Understand and manage labor and other expenses within the Budget/ Forecast.

Assist in the purchasing, receiving, and maintaining of required department par levels of all front office supplies, tools, and equipment.

Work with Convention Services to facilitate group requests including, but not limited to transportation, room deliveries, special service, tours, valet events, and dinner reservations.

Assist Guest Services Manager with ensuring integrity and service excellence relative to the VIP and guest loyalty program.*

Participate in the Manager on Duty (MOD) program.

Qualifications:

Minimum of four (4) years of related experience in the Hotel, Travel & Tourism industry.

Minimum of three (3) years of supervisory experience.

Associate’s degree - Two (2) additional years of relevant work experience can be substituted for education.

18 years of age or older.

Must possess a valid driver’s license.

Knowledge, Skills, and Abilities:

Excellent written and oral communication skills.

Ability to multitask in a fast-paced environment.

Ability to meet deadlines through effective time management and organization skills.

Strong knowledge of computer software including Property Management Software, Microsoft Office applications, and experience using a payroll system.

Must embody Hershey Entertainment & Resorts core value (Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others.)

Job Demands:

While performing the duties of this job, the employee is required to:

Reaching Forward Frequent (34-66%)

Climbing Stairs Frequent (34-66%) 

Lifting Frequent (34-66%) 

Reaching Overhead Frequent (34-66%)

Finger Dexterity Frequent (34-66%)

Stooping Frequent (34-66%)

Bending Frequent (34-66%)

Sitting Frequent (34-66%)

Standing Frequent (34-66%)

Walking Frequent (34-66%)

Schedules will vary according to operating needs and will include days, evenings, weekends, and holidays. 

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment and Resorts is an Equal Opportunity Employer