Assistant Front Office Manager

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 Assistant Manager, Front Office at the Hershey Lodge will support the Guest Services Manager in directly supervising Front Office Operations: Front Desk and Guest Services or Concierge, Bell, Greeters, Transportation Operations, and their full compliance with all Hershey Entertainment & Resort standard operating procedures, policies, and duties. The Assistant Manager is responsible for establishing and delivering an environment of excellence for employees and guests, including focusing on the VIP and guest loyalty programs. This position is also actively engaged in guest recovery and feedback.

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 and actively support the day-to-day service operations of Concierge, Bell, Greeter, and Transportation or Front Desk, Night Audit, PBX Switchboard, and Guest Services. *

• Participate in hiring, onboarding, and scheduling, and identify the strengths of the team. Foster continued growth through ongoing training, coaching, evaluating, and succession development of associates.*

• Deliver service excellence to the VIP and guest loyalty programs, from pre-arrival outreach calls to inspection of rooms and guest-facing contact upon arrival and departure.*

• Communicate directly with guests to address and resolve concerns quickly, efficiently, and courteously, seeking every opportunity to deliver service excellence and create memorable guest experiences.*

• Review and ensure compliance with Accounting/Finance standard operating procedures, audit processes, and controls: cash, check, credit, bank, and vending handling policies. Address 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 Budget/Forecast. Assist in the purchasing, receiving, and maintaining required department par levels of all front office supplies, tools, and equipment.*

• Use the property management system and work with the Room Control Coordinator to manage room inventory. Maximize room revenue and occupancy by working with the Front Desk Manager and Rooms Coordinator to review status daily.*

• Support Front Office operations in the management of: Front Desk and PBX switchboard.*

• Perform other duties as assigned.

Qualifications:

• Minimum of 3 years of related experience.

• Industry Experience - Hotel/Travel/Tourism

• Minimum of 2 years supervisory experience.

• Associate’s degree

• Relevant work experience can be substituted for education - 5 years

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%) (ft maximum height)

• Lifting Frequent (34-66%) (lbs maximum weight)

• 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%)

• Schedule 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