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

Job Functions (Items marked with an asterisk are essential functions of this position):

• Supervise the day-to-day service operations of Concierge, Bell, Greeter, and Transportation.*
• 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.*
• Support Front Office operations in the managing of: Front Desk and PBX switchboard.*
• Perform other duties as assigned.

Basic 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

Additional Qualifications:

• Excellent written and oral communication skills.
• Ability to multi-task 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.)

Physical Demands & Working Conditions

• 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 & Resorts is an Equal Opportunity Employer