Manager of Night Operations

Hershey, PA; Hershey (PA); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Free admission to Hersheypark

Employee discounts

Medical, Dental, and Vision coverage

401K Contribution

Paid time off

Job summary

Hershey Lodge in Hershey, PA seeks a Night Operations Manager to oversee third-shift Rooms, Food & Beverage, and Security while ensuring safety and service standards. You will lead a team, enforce policies, resolve guest concerns, and coordinate with departments to maintain room inventory and guest satisfaction.

The role offers benefits including medical coverage, 401(k), paid time off, and Hersheypark admission with employee ID.

Qualifications

• Must be 18 years of age or older.
• Minimum of three (3) years of related experience in the Hotel, Travel, and Tourism industry.
• Minimum of two (2) years of supervisory experience.
• Associate’s degree – Two (2) additional years of relevant work experience can be substituted for education.
• Must complete Responsible Alcohol Management Program (RAMP) certification training.

Responsibilities

• Serve as the first point of contact for general management-related queries outside of normal operating hours.
• Enforce Lodge policies, procedures, and safety guidelines; perform regular property walkthroughs.
• Address guest concerns quickly, efficiently, and courteously via guest-facing solutions and/or correspondence.
• Review daily Front Office activity and reports, ensuring compliance with SOPs, policies, and controls.
• Maintain knowledge of security and emergency procedures (fire, medical, bomb threat, etc.).
• Monitor staff performance and assist department managers as needed, keeping heads informed of incidents.
• Coordinate with Convention Services for group requests (transportation, room deliveries, tours, etc.).
• Assist Guest Services Manager with VIP and guest loyalty program integrity.

Skills

Guest relations

Communication

Supervisory experience

Operational oversight

Safety procedures

Education

Associate’s degree

Tools

Property Management Software

Microsoft Office

Payroll system

Job description

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.

The Night Operations Manager at the Hershey Lodge is directly responsible for oversight of all department operations on the third shift: Rooms Division, Food & Beverage, and Security, and their full compliance with all Hershey Entertainment & Resort standard operating procedures, policies, and duties. The Night Operations Manager is responsible for establishing and delivering an environment of excellence for employees and guests. This position is actively engaged in guest recovery and feedback.

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 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!

Job Duties (Duties marked with an asterisk are essential functions of this job):

Serve as the first point of contact for any general management-related queries, issues, concerns that arise outside of normal operating hours, which includes the operation of the Hershey Lodge during the overnight hours, or when all functions and activities for the second shift are concluded.

Enforce Lodge policies, procedures, and safety guidelines. Perform regular property walkthroughs to record observations and ensure operational and safety compliance.

Seek every opportunity to create memorable guest experiences by addressing and resolving guest concerns quickly, efficiently, and courteously through guest-facing solutions and/or correspondence.

Assist in the review of daily Front Office activity and reports, ensuring compliance with Hershey Entertainment & Resorts standard operating procedures, policies, and controls: Check, Credit, Bank, and Vending handling policies. Address discrepancies/variances in a timely manner with follow up to the appropriate managers/departments.

Maintain a strong working knowledge of all security and emergency procedures including, but not limited to: fire response, medical emergency, bomb threat, flooding, electrical failure, and elevator malfunction.

Monitor employees’ performance, ensuring completion of assigned tasks by Department Manager, including breaks. Provide support to all department shift Managers/Coordinators as needed, keeping department/division heads informed of any incidents in a timely manner.

Work with Convention Services to facilitate group requests including, but not limited to: transportation, room deliveries, special service, tours, valet events, and dinner reservations.

Assist the Guest Services Manager with ensuring integrity and service excellence relative to the VIP and guest loyalty program.

Effectively use/manage property management system and work with the Room Control/Front Desk Manager to manage room inventory. Assist in maintaining required department par levels of all front office supplies, tools, and equipment.

Participate in Rooms Meeting once per month and attend quarterly staff meetings. Conduct transition shift meetings with the Front Desk Manager/designate and team. Represent Lodge Operating Committee members in their absence.

Perform other duties as assigned.

Qualifications:

Must be 18 years of age or older

Minimum of three (3) years of related experience in the Hotel, Travel, and Tourism industry.

Minimum of two (2) years of supervisory experience.

Associate’s degree – Two (2) additional years of relevant work experience can be substituted for education.

Must complete Responsible Alcohol Management Program (RAMP) certification training.

Knowledge, Skills, and Abilities:

Excellent written and oral communication skills.

Ability to multitask in a fast paced environment.

Ability to meet deadlines through effective time management and organization skills.

Strong knowledge of computer software including Property Management Software, Microsoft Office applications, and experience using a payroll system.

Must embody Hershey Entertainment & Resorts core value (Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others.)

Job Demands:

While performing the duties of this job, the employee is required to:

Reaching Forward Frequent (34-66%)

Lifting Frequent (34-66%)

Reaching Overhead Frequent (34-66%)

Finger Dexterity Frequent (34-66%)

Stooping Frequent (34-66%)

Standing Frequent (34-66%)

Walking Frequent (34-66%)

Schedule will vary according to operating needs, and will include 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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.