This position is responsible for ensuring exceptional guest satisfaction with returning guests of The Hotel Hershey.
Join the team at The Hotel Hershey, an award-winning resort best known for its refined elegance, signature services, and abundant amenities. The Hotel Hershey is situated high atop the town of Hershey and has 276 guest rooms, including 48 cottages, as well as 25,000 square feet of meeting and function space. The 1930’s hotel is a recipient of both the Forbes Four-Star Award and the AAA Four-Diamond Award.
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 ID! Your total compensation consists not only of the wage that you are paid, but also all includes Medical, Dental, and Vision coverage beginning the first day of the next month, 401K Contribution, paid time off, and so much more!
Job Duties (Duties marked with an asterisk are essential functions of this job):
Maintain familiarity with resort and area attractions and offerings. Create guest itineraries. Add and prepack all information for their arrival.
Collaborate with Central Reservations, Front Desk, and other departments to fulfill VIP Guests requests/preferences.
Coordinate and deliver special guest amenities and welcome cards. Keep inventory of special amenities and record delivery. Track amenity spending.
Lobby presence – Personally welcome back our VIP guests based on ETA’s.
Maintain guest profiles in Resort Suite and VIP profiles. Continually obtain guest information, which can be placed on their profile and will help to create consistent and unparalleled guest experiences.
Assist in the development and execution of the initiatives set forth for our VIP guests.
Perform and track outreach calls to all VIP Guests, Return Guests, Full Cottage Guests, Virtuoso Guests, Extended Stay Guests, and Special Occasion Guests.
Work with the Front of House team to ensure all upsell opportunities are being offered.
Assist with orchestrating and expediting the registration and checkout process in all areas of the Front of House.
Assist with the daily operation of the Front of House including all tasks on the daily checklists. Coordinate and delegate assignments to the Front of House team members.
Ensure excellent guest service, complaints and problems are promptly resolved, and requests for special services are carried out to the Hotel 5 Diamond standards.
Conducting on-going training and support in all areas of the Front of House.
Perform other duties as assigned.
Qualifications:
Must be at least 18 years of age
Must have a Valid Driver’s License
Minimum of 2 years of Hospitality/Guest Services experience
Knowledge, Skills, and Abilities:
Ability to work under pressure and in a fast-paced environment.
Ability to work with others in a professional manner.
Possess knowledge of the resort and area attractions. Knowledge of AAA Five Diamond standards for resorts and destinations.
Basic knowledge of Excel, Word, Powerpoint applications in conjunction with Windows operating system.
Strong telephone and communication skills.
Job Demands:
While performing the duties of this job, the employee is required to:
Must work towards proficiency within all areas of the Front of House operations.
Physical requirements include standing (up to 100% of the shift), hearing, speaking, performing detailed work at close distances, and finger dexterity.
Ability to work a flexible eight-hour shift between the hours of 6:30 a.m. and 11:30 p.m., including weekends and holidays.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Hershey Entertainment and Resorts is an Equal Opportunity Employer