Manager of Guest Services

Hershey Entertainment & Resorts Careers•Hershey, PA

5d•Onsite

About The Position

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 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!

Requirements

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
Associate’s degree
Relevant work experience can be substituted for education - 5 years
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 company’s core values and delivers on service excellence.

Responsibilities

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.