Posted: Oct 26, 2021

Manager, Guest Relations

The Hotel Hershey - Hershey, PA
Salary: Annually
Application Deadline: Dec 1, 2021
Hotel Industry


The purpose of the Manager, Guest Relations is to ensure day to day quality of service and guest satisfaction at The Hotel Hershey.

Job Functions:

  • Responsible for providing exceptional guest satisfaction with Platinum, Virtuoso and returning guests of the Hotel Hershey
  • Manages collaboration with Central Reservations, Front Desk, Food & Beverage, Spa and other departments to fulfill platinum guests’ requests/preferences.
  • Maintains and sustains Four and Five Star/Diamond quality standards
  • Participates in necessary department and staff meetings
  • Handles guest complaints in a timely and proactive manner, seeking win-win solutions
  • Primary Manager on Duty for hotel operations.
  • Create and maintain the Manager on Duty schedule and assign shifts when necessary
  • Order and maintain inventory of guest amenities and supplies
  • Responsible for hiring and training of Guest Relations Agents

Basic Qualifications:

  • Must be 18 years of age or older
  • Must have a valid driver’s license
  • High school diploma or equivalent.
  • Bachelor’s or Associates Degree in Hospitality or related field plus 2 years of supervisory experience at a luxury hotel/resorts within the rooms division. A total of 4 years work experience is required if degree requirement is not met.

Additional Qualifications:

  • Excellent written and oral communication skills.
  • Working knowledge of Time Pro/ Kronos, Resort Suite, Concierge Assistant and other Microsoft applications preferred.
  • Maintain professional appearance in accordance to appearance policy

Working Conditions:

  • Physical requirements include walking, standing, sitting, speaking, hearing, observing, and finger dexterity.
  • Schedule will vary according to operating needs, but will normally be Tuesday through Saturday, 2:00 p.m. to 11:30 p.m.

Hershey Entertainment & Resorts is an Equal Opportunity Employer