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Jobs · OTHR · Pennsylvania

Front Office Manager - Hershey Inn & Suites

Hershey Entertainment & Resorts Company · Hummelstown, PA · 1 mo ago
On-siteOTHRFull-time

About the role

Be part of the opening team at Hershey Inn & Suites, the newest addition to The Official Resorts Of Hersheypark®, opening Spring 2026. Located just minutes from the Park, Hershey Inn & Suites features 130 rooms including 7 suites, complimentary continental breakfast, an indoor pool, arcade, and fitness center. The Front Office Manager oversees all high guest contact operations to establish an environment of hospitality excellence. This hands-on leadership role is responsible for hiring, training, and developing a premier guest services team while strategically managing staffing levels to match occupancy demands.

Responsibilities

  • Direct all front desk and guest service team members to ensure seamless check-in/check-out processes and a welcoming environment.
  • Set and enforce premium service standards, monitoring high-guest-contact areas to ensure all interactions align with property excellence goals.
  • Source, interview, and hire high-caliber hospitality staff who match the service-oriented culture of the property and embrace the four core values (Devoted to the Legacy, Selfless Spirit of Service, Team-Focused, and Respectful of Others).
  • Design and implement onboarding and continuous training programs focused on conflict resolution, guest relations, and brand standards.
  • Partner closely with Housekeeping and Maintenance teams to ensure room readiness, address guest requests, and maintain high property standards.
  • Actively step into operational roles, manage the front desk, and cover open shifts during peak periods, emergencies, or staff shortages.
  • Serve as the primary escalation point for complex guest complaints, resolving issues efficiently to turn negative experiences into positive outcomes.
  • Conduct regular performance reviews, provide constructive coaching, and establish clear accountability metrics for all FOH staff.
  • Ensure the front-of-house team is fully proficient in the Property Management System (PMS) and adheres to all financial and safety compliance protocols.
  • Conduct a daily overview of night audit paperwork, verifying room rates, balancing ledgers, and resolving discrepancies to ensure strict compliance with all financial standards.
  • Perform other duties as assigned.

Requirements

  • Must be 18 years of age or older.
  • Minimum of 3 years 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.

Skills

  • Strong interpersonal relationship skills, team-focused, and ability to work well with other employees and guests.
  • Demonstrated ability to deliver guest recovery.
  • Strong leadership and management skills to guide and develop employees.
  • Experience working with a hotel front office budget.
  • Self-motivated, ability to work independently with minimal supervision.
  • Strong organizational skills and ability to follow through on details and planning.
  • Strong knowledge of computer software including Property Management Software, Microsoft Office applications, and experience using a payroll system.
  • Embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others.

Job Demands

  • Standing: Frequent (34-66%)
  • Walking: Frequent (34-66%)
  • Sitting: Frequent (34-66%)
  • Bending: Frequent (34-66%)
  • Stooping: Frequent (34-66%)
  • Finger Dexterity: Frequent (34-66%)
  • Reaching Overhead: Frequent (34-66%)
  • Reaching Forward: Frequent (34-66%)
  • Lifting: Frequent (34-66%) (0-50 lbs maximum weight)
  • Climbing Stairs: Frequent (34-66%) (25 ft maximum height)

Schedule will vary according to operating needs and will include days, evenings, weekends, and holidays. This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices) and regular verbal communication of detailed information to others by phone or in person.

Benefits

  • FREE admission to Hersheypark as soon as you receive your Employee ID.
  • Discounts and other sweet perks.
  • Medical, Dental, and Vision coverage beginning the first day of the next month after hire.
  • 401K Contribution.
  • Paid time off.

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