Front Office Manager - Hershey Inn & Suites

Hershey Entertainment & Resorts Careers•Hummelstown, PA

2d•Onsite

About The Position

Be part of the opening team at Hershey Inn & Suites, the newest addition to The Official Resorts Of Hersheypark®, opening Spring 2026. Located just minutes from the Park, Hershey Inn & Suites features 130 rooms including 7 suites, complimentary continental breakfast, an indoor pool, arcade, and fitness center. The Front Office Manager at Hershey Inn & Suites oversees all high guest contact operations to establish an environment of hospitality excellence. This hands-on leadership role is responsible for hiring, training, and developing a premier guest services team while strategically managing staffing levels to match occupancy demands. 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!

Requirements

Must be 18 years of age or older.
Minimum of 3 year(s) of supervisory experience.
Minimum of 4 years of experience in Hotel/Lodging/Front Office/Travel & Tourism, or a related industry.
Associate's degree in Hospitality, Hotel Management, or related major, or a related field. Relevant work experience can be substituted for education - 2 years.
Must complete Responsible Alcohol Management Program (RAMP) certification training.
Must possess strong interpersonal relationship skills, team-focused, and be able to work well with other employees and guests.
Demonstrated ability to deliver guest recovery.
Strong ability to lead, guide, and develop employees through sound leadership and management skills.
Experience/Knowledge working with a hotel front office budget.
Self-motivated, ability to work independently with minimal supervision.
Strong organizational skills and ability to follow through on details and planning.
Strong knowledge of computer software including Property Management Software, Microsoft Office applications, and experience using a payroll system.
Embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Services, Team Focused, and Respectful of Others.

Responsibilities

Direct all front desk and guest service team members to ensure seamless check-in/check-out processes and a welcoming environment.
Set and enforce premium service standards, monitoring high-guest-contact areas to ensure all interactions align with property excellence goals.
Source, interview, and hire high-caliber hospitality staff who match the service-oriented culture of the property and embrace our four core values (Devoted to the Legacy, Selfless Spirit of Service, Team-Focused, and Respectful of Others).
Design and implement onboarding and continuous training programs focused on conflict resolution, guest relations, and brand standards.
Partner closely with Housekeeping and Maintenance teams to ensure room readiness, address guest requests, and maintain high property standards.
Actively step into operational roles, manage the front desk, and cover open shifts during peak periods, emergencies, or staff shortages.
Serve as the primary escalation point for complex guest complaints, resolving issues efficiently to turn negative experiences into positive outcomes.
Conduct regular performance reviews, provide constructive coaching, and establish clear accountability metrics for all FOH staff.
Ensure the front-of-house team is fully proficient in the Property Management System (PMS) and adheres to all financial and safety compliance protocols.
Conduct a daily overview of night audit paperwork, verifying room rates, balancing ledgers, and resolving discrepancies to ensure strict compliance with all financial standards.
Perform other duties as assigned