Front Office Manager - Hershey Inn & Suites
On-siteHummelstown, Pennsylvania, United States
Job Summary
Direct all front desk and guest service team members to ensure seamless check-in/check-out processes and enforce premium service standards. Source, interview, and hire high-caliber hospitality staff while designing onboarding and continuous training programs focused on conflict resolution and brand standards. Partner with Housekeeping and Maintenance to ensure room readiness, actively manage the front desk during peak periods, and serve as the primary escalation point for complex guest complaints. Conduct regular performance reviews, verify night audit paperwork, and ensure the team adheres to all financial and safety compliance protocols. This hands-on leadership role supports the newest addition to The Official Resorts Of Hersheypark®, opening Spring 2026, with a schedule varying according to operating needs including days, evenings, weekends, and holidays.
Required Qualifications
- 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
- Must be team-focused
- Must be able to work well with other employees and guests
- Must have demonstrated ability to deliver guest recovery
- Must have strong ability to lead, guide, and develop employees through sound leadership and management skills
- Must have experience/Knowledge working with a hotel front office budget
- Must be self-motivated
- Must have ability to work independently with minimal supervision
- Must have strong organizational skills
- Must have ability to follow through on details and planning
- Must have strong knowledge of computer software including Property Management Software, Microsoft Office applications, and experience using a payroll system
- Must have visual ability to perform detailed work at close distances
- Must have ability to perform frequent standing
- Must have ability to perform frequent walking
- Must have ability to perform frequent sitting
- Must have ability to perform frequent bending
- Must have ability to perform frequent stooping
- Must have frequent finger dexterity
- Must have ability to perform frequent reaching overhead
- Must have ability to perform frequent reaching forward
- Must have ability to perform frequent lifting (0-50lbs maximum weight)
- Must have ability to climb stairs frequently (25ft maximum height)
- Must be available for days, evenings, weekends, and holidays
- Must be able to perform verbal communication of detailed information to others either by phone or in person
Desired Qualifications
- Embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Services, Team Focused, and Respectful of Others
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