Manager of Guest Services

Join the team at Hershey Lodge an award-winning resort best known for being warm welcoming and distinctly Hershey. Offering 665 guest rooms and 100000 square feet of function space Hershey Lodge provides convenience and comfort for families and guests of all ages. We hope youll enjoy the sweet hospitality and iconic chocolate details around every corner.

The Guest Services Manager at the Hershey Lodge is directly responsible for Concierge Bell Greeters and Transportation operations and their full compliance with all Hershey Entertainment & Resort standard operating procedures policies and duties. The Guest Services Manager is responsible for establishing and delivering an environment of excellence for employees and guests with a focus on the VIP and guest loyalty program. This position is actively engaged in guest recovery and feedback. This position provides support to Front Desk and PBX switchboard 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 2nd shift day-to-day service operations of Concierge Bell Greeter and Transportation.*

• Act as lead contact person to the bus company that provides Company-wide transportation to Hersheypark including budgeting scheduling and training.*

• Participate in the hiring onboarding training scheduling coaching and evaluating of all Guest Services associates. Identify the strengths of the team and foster continued growth through ongoing training coaching and succession development.*

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

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

• Understand and manage labor and other expenses within budget/forecast.*

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

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

• Review and ensure Guest Services compliance with Accounting/Finance standard operating procedures. Audit processes and controls including Cash Check Credit Bank and ticket handling policies. Address discrepancies/variances timely with follow up to the appropriate managers/departments.

• Oversee and monitor the ticketing process including inventory audit and financial controls.*

• Effectively use/manage the property management system and work with the Front Desk Manager and Room Control Coordinator to manage room inventory.

• Attend and actively participate in all meetings assigned. Participate in the Manager on Duty (MOD) program.

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

• Perform other duties as assigned.

Qualifications:

• Minimum of 3 years of related experience.

• Industry Experience - Hospitality/Tourism Amusement Park Other

• Minimum of 3 years of supervisory experience.

• Post Employment - Must obtain RAMP Certification

• Associates 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.

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

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

• Focus on creating a working environment that reflects the companys core values and delivers on service excellence.

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%)

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

Hershey Entertainment and Resorts is an Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information please review the Know Your Rights notice from the Department of Labor.