Front Office Manager - Hershey Inn & Suites

Job Summary

Required Qualifications

• •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 be able to stand frequently (34-66%)
• •Must be able to walk frequently (34-66%)
• •Must be able to sit frequently (34-66%)
• •Must be able to bend frequently (34-66%)
• •Must be able to stoop frequently (34-66%)
• •Must have frequent finger dexterity
• •Must have frequent reaching overhead
• •Must have frequent reaching forward
• •Must be able to lift frequently (0-50lbs maximum weight)
• •Must be able to climb stairs frequently (25ft maximum height)
• •Must be available for days, evenings, weekends, and holidays
• •Must have visual ability to perform detailed work at close distances
• •Must be able to regularly communicate detailed information verbally by phone or in person
• •Must be able to work well with other employees and guests
• •Must be able to resolve complex guest complaints
• •Must be able to manage the front desk and cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to conduct regular performance reviews and provide constructive coaching
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balance ledgers, and resolve discrepancies
• •Must be able to set and enforce premium service standards
• •Must be able to source, interview, and hire high-caliber hospitality staff
• •Must be able to design and implement onboarding and continuous training programs
• •Must be able to partner closely with Housekeeping and Maintenance teams
• •Must be able to establish an environment of hospitality excellence
• •Must be able to strategically manage staffing levels to match occupancy demands
• •Must be able to hire, train, and develop a premier guest services team
• •Must be able to act as the primary escalation point for complex guest complaints
• •Must be able to turn negative experiences into positive outcomes
• •Must be able to establish clear accountability metrics for all FOH staff
• •Must be able to ensure seamless check-in/check-out processes
• •Must be able to monitor high-guest-contact areas
• •Must be able to address guest requests
• •Must be able to maintain high property standards
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must adhere to all financial standards
• •Must adhere to all safety compliance protocols
• •Must be able to follow through on details and planning
• •Must be able to work independently with minimal supervision
• •Must be able to lead, guide, and develop employees
• •Must be able to manage the front desk
• •Must be able to cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to resolve issues efficiently
• •Must be able to provide constructive coaching
• •Must be able to establish clear accountability metrics
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to perform other duties as assigned
• •Must be able to work well with other employees and guests
• •Must be able to deliver guest recovery
• •Must be able 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 embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Services, Team Focused, and Respectful of Others
• •Must be able to stand frequently (34-66%)
• •Must be able to walk frequently (34-66%)
• •Must be able to sit frequently (34-66%)
• •Must be able to bend frequently (34-66%)
• •Must be able to stoop frequently (34-66%)
• •Must have frequent finger dexterity
• •Must have frequent reaching overhead
• •Must have frequent reaching forward
• •Must be able to lift frequently (0-50lbs maximum weight)
• •Must be able to climb stairs frequently (25ft maximum height)
• •Must be available for days, evenings, weekends, and holidays
• •Must have visual ability to perform detailed work at close distances
• •Must be able to regularly communicate detailed information verbally by phone or in person
• •Must be able to work well with other employees and guests
• •Must be able to resolve complex guest complaints
• •Must be able to manage the front desk and cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to conduct regular performance reviews and provide constructive coaching
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balance ledgers, and resolve discrepancies
• •Must be able to set and enforce premium service standards
• •Must be able to source, interview, and hire high-caliber hospitality staff
• •Must be able to design and implement onboarding and continuous training programs
• •Must be able to partner closely with Housekeeping and Maintenance teams
• •Must be able to establish an environment of hospitality excellence
• •Must be able to strategically manage staffing levels to match occupancy demands
• •Must be able to hire, train, and develop a premier guest services team
• •Must be able to act as the primary escalation point for complex guest complaints
• •Must be able to turn negative experiences into positive outcomes
• •Must be able to establish clear accountability metrics for all FOH staff
• •Must be able to ensure seamless check-in/check-out processes
• •Must be able to monitor high-guest-contact areas
• •Must be able to address guest requests
• •Must be able to maintain high property standards
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to adhere to all safety compliance protocols
• •Must be able to follow through on details and planning
• •Must be able to work independently with minimal supervision
• •Must be able to lead, guide, and develop employees
• •Must be able to manage the front desk
• •Must be able to cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to resolve issues efficiently
• •Must be able to provide constructive coaching
• •Must be able to establish clear accountability metrics
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to perform other duties as assigned
• •Must be able to work well with other employees and guests
• •Must be able to deliver guest recovery
• •Must be able 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 embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Services, Team Focused, and Respectful of Others
• •Must be able to stand frequently (34-66%)
• •Must be able to walk frequently (34-66%)
• •Must be able to sit frequently (34-66%)
• •Must be able to bend frequently (34-66%)
• •Must be able to stoop frequently (34-66%)
• •Must have frequent finger dexterity
• •Must have frequent reaching overhead
• •Must have frequent reaching forward
• •Must be able to lift frequently (0-50lbs maximum weight)
• •Must be able to climb stairs frequently (25ft maximum height)
• •Must be available for days, evenings, weekends, and holidays
• •Must have visual ability to perform detailed work at close distances
• •Must be able to regularly communicate detailed information verbally by phone or in person
• •Must be able to work well with other employees and guests
• •Must be able to resolve complex guest complaints
• •Must be able to manage the front desk and cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to conduct regular performance reviews and provide constructive coaching
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balance ledgers, and resolve discrepancies
• •Must be able to set and enforce premium service standards
• •Must be able to source, interview, and hire high-caliber hospitality staff
• •Must be able to design and implement onboarding and continuous training programs
• •Must be able to partner closely with Housekeeping and Maintenance teams
• •Must be able to establish an environment of hospitality excellence
• •Must be able to strategically manage staffing levels to match occupancy demands
• •Must be able to hire, train, and develop a premier guest services team
• •Must be able to act as the primary escalation point for complex guest complaints
• •Must be able to turn negative experiences into positive outcomes
• •Must be able to establish clear accountability metrics for all FOH staff
• •Must be able to ensure seamless check-in/check-out processes
• •Must be able to monitor high-guest-contact areas
• •Must be able to address guest requests
• •Must be able to maintain high property standards
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to adhere to all safety compliance protocols
• •Must be able to follow through on details and planning
• •Must be able to work independently with minimal supervision
• •Must be able to lead, guide, and develop employees
• •Must be able to manage the front desk
• •Must be able to cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to resolve issues efficiently
• •Must be able to provide constructive coaching
• •Must be able to establish clear accountability metrics
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to perform other duties as assigned
• •Must be able to work well with other employees and guests
• •Must be able to deliver guest recovery
• •Must be able 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 embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Services, Team Focused, and Respectful of Others
• •Must be able to stand frequently (34-66%)
• •Must be able to walk frequently (34-66%)
• •Must be able to sit frequently (34-66%)
• •Must be able to bend frequently (34-66%)
• •Must be able to stoop frequently (34-66%)
• •Must have frequent finger dexterity
• •Must have frequent reaching overhead
• •Must have frequent reaching forward
• •Must be able to lift frequently (0-50lbs maximum weight)
• •Must be able to climb stairs frequently (25ft maximum height)
• •Must be available for days, evenings, weekends, and holidays
• •Must have visual ability to perform detailed work at close distances
• •Must be able to regularly communicate detailed information verbally by phone or in person
• •Must be able to work well with other employees and guests
• •Must be able to resolve complex guest complaints
• •Must be able to manage the front desk and cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to conduct regular performance reviews and provide constructive coaching
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balance ledgers, and resolve discrepancies
• •Must be able to set and enforce premium service standards
• •Must be able to source, interview, and hire high-caliber hospitality staff
• •Must be able to design and implement onboarding and continuous training programs
• •Must be able to partner closely with Housekeeping and Maintenance teams
• •Must be able to establish an environment of hospitality excellence
• •Must be able to strategically manage staffing levels to match occupancy demands
• •Must be able to hire, train, and develop a premier guest services team
• •Must be able to act as the primary escalation point for complex guest complaints
• •Must be able to turn negative experiences into positive outcomes
• •Must be able to establish clear accountability metrics for all FOH staff
• •Must be able to ensure seamless check-in/check-out processes
• •Must be able to monitor high-guest-contact areas
• •Must be able to address guest requests
• •Must be able to maintain high property standards
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to adhere to all safety compliance protocols
• •Must be able to follow through on details and planning
• •Must be able to work independently with minimal supervision
• •Must be able to lead, guide, and develop employees
• •Must be able to manage the front desk
• •Must be able to cover open shifts during peak periods, emergencies, or staff shortages
• •Must be able to resolve issues efficiently
• •Must be able to provide constructive coaching
• •Must be able to establish clear accountability metrics
• •Must be able to ensure the front-of-house team is fully proficient in the Property Management System (PMS)
• •Must be able to adhere to all financial and safety compliance protocols
• •Must be able to conduct a daily overview of night audit paperwork
• •Must be able to verify room rates, balancing ledgers, and resolving discrepancies
• •Must be able to ensure strict compliance with all financial standards
• •Must be able to perform other duties as assigned
• •Must be able to work well with other employees and guests
• •Must be able to deliver guest recovery
• •Must be able to lead, guide, and develop employees through sound leadership and management skills