Guest Experience Lead, Lodging & Front Desk

Kennywood Park; Lancaster (Lancaster County); On-site; USD 55,000 - 75,000; Full time

Job summary

Dutch Wonderland Inn in Lancaster, PA seeks a Guest Experience Manager (Lodging) to lead the front desk operations and first guest impressions of the resort. You will enforce policies, create a positive work environment, and serve as ambassador for the resort and brand by delivering exceptional guest service.

This role may serve as the Manager on Duty in the absence of the Guest Experience Manager, requiring strong leadership, problem-solving, and a passion for memorable guest experiences at our

Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred or equivalent experience.
• Minimum 3+ years front desk or hospitality experience; 1+ year supervisory/management experience.

Responsibilities

• Manage all aspects of the guest experience/front desk team and any other assigned departments.
• Act as an approachable mentor and coach to all assigned team members.
• Manage and control all financial aspects of assigned departments while maximizing revenue and cost savings opportunities; maintain budgets.
• Act as a strategic visionary to implement measures that will improve processes, people, and profit.
• Ensure compliance with company and industry best practices, policies, and procedures to create a safe environment for colleagues and guests.
• Perform essential duties of all front desk positions and backfill when needed.
• Oversee supervision of employees including hiring, orientation, training, and discipline.
• Ensure meal and other breaks comply with PA law.
• Assist with team scheduling and timekeeping activities.

Skills

Customer Service

Communication

Team Leadership

Problem Solving

Education

High school diploma, GED, or equivalent

Bachelor’s degree in Business Administration or Hospitality Management

Tools

POS system

Microsoft Outlook

Excel

Word

PowerPoint

Job description

Dutch Wonderland Inn in Lancaster, PA seeks a Guest Experience Manager (Lodging) to lead the front desk operations and first guest impressions of the resort. You will enforce policies, create a positive work environment, and serve as ambassador for the resort and brand by delivering exceptional guest service.

This role may serve as the Manager on Duty in the absence of the Guest Experience Manager, requiring strong leadership, problem-solving, and a passion for memorable guest experiences at our