Manager of Guest Services

Join the team at Hershey Lodge, an award‑winning resort best known for being warm, welcoming, and distinctly Hershey. Offering 665 guest rooms and 100,000 square feet of function space, Hershey Lodge provides convenience and comfort for families and guests of all ages. We hope you'll enjoy the sweet hospitality and iconic chocolate details around every corner.

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ! Your total compensation consists not only of the wage that you are paid, but also includes Medical, Dental, and Vision coverage beginning the first day of the next month after you begin working, 401K Contribution, paid time off, and so much more!

• Supervise the 2nd shift day‑to‑day service operations of Concierge, Bell, Greeter, and Transportation.*
• Act as lead contact person to the bus company that provides Company‑wide transportation to Hersheypark, including budgeting, scheduling, and training.*
• Participate in the hiring, onboarding, training, scheduling, coaching, and evaluating of all Guest Services associates. Identify the strengths of the team and foster continued growth through ongoing training, coaching, and succession development.*
• Deliver service excellence to the VIP and guest loyalty program, from pre‑arrival outreach calls, inspection of rooms, and guest‑facing contact upon arrival and departure.*
• Work with Convention Services to facilitate group requests including, but not limited to, transportation, room deliveries, special service, tours, valet events, and dinner reservations.*
• Understand and manage labor and other expenses within budget/forecast.*
• Support Front Office operations in the management of the Front Desk and PBX.
• Seek every opportunity to create memorable guest experiences by addressing and resolving guest concerns quickly, efficiently, and courteously through guest‑facing and/or correspondence.*