front desk manager - Hershey, United States - Hersheyjobs

Hersheyjobs Hershey, United States

2 weeks ago

Description

FRONT DESK MANAGER- Hershey You are here: / FRONT DESK MANAGER- Hershey | | FRONT DESK MANAGER Location: Hershey Lodge **Job Description:**

The Front Desk Manager at the Hershey Lodge is directly responsible for Front Desk and PBX switchboard operations, and its full compliance with all Hershey Entertainment & Resort standard operating procedures, policies and duties. The Front Desk Manager is responsible for establishing and delivering an environment of excellence for employees and guests. This position is actively engaged in guest recovery and feedback. This position will provide support to the Guest Services department at the Hershey Lodge.

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

Supervise the day to day service operations of Front Desk, and PBX switchboard. Assist in the hiring, onboarding, training, scheduling, coaching, and evaluating front desk agents, coordinators, and PBX agents.*

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

Support Guest Services in the managing of: Greeters, Bell, Drivers, Concierge and Transportation.*

Identify the strengths of the team and foster continued growth through ongoing training, coaching and succession development. Focus on creating a working environment that reflects the companys core values and delivers on service excellence.*

Effectively use/manage property management system and work with the Room Control Coordinator to manage room inventory. Maximize room revenue and occupancy by working with Front Office Manager and Rooms Division Director reviewing status daily.*

Review daily Front Desk and Night Audit activity and reports, ensuring compliance with Hershey Entertainment & Resorts standard operating procedures, policies and controls. Addressing discrepancies in a timely manner with follow up to the appropriate managers/ departments.*

Assist in overseeing & monitoring of the ticketing process including inventory, audit and financial controls.*

Understand and monitor payroll and other expenses within Budget/ Forecast*

Assist in maintaining required department par levels of all front office supplies, tools and equipment.*

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

Assist VIP Manager with ensuring the integrity and service excellence relative to VIP and the guest loyalty program.*

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

**Basic Qualifications:**

Minimum of 2 years of Hospitality/Tourism AND/OR related experience.

Minimum of 1 year supervisory experience.

18 years of age or older.

Associates degree

**Additional Qualifications:**

Excellent writtena and oral communication skills.

Ability to multi-task in a fast paced environment.

Ability to meet deadlines through effective time management and organization skills.

Working knowledge of property management systems (ResortSuite preferred), and experience using a payroll system

Must embody Hershey Entertainment & Resorts core value (Devoted to the Legacy, Selfless Spirit of Service, Team Focused, 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 hour work week)

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

**Hershey Entertainment & Resorts is an Equal Opportunity Employer**

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