Job Description

Hersheypark amusement park spans 121-acres, and welcomes guests to experience Hersheypark Happy all year long! As the largest amusement park in Pennsylvania, Hersheypark is home to more than 70 rides including 15 coasters and 20+ kiddie rides, as well as a zoo, and an entire water park.

This position is responsible for coordinating Guest Experience operations within the Call Center and Correspondence or Guest Services and Rentals. This position will also serve as Manager on Duty for a significant amount of shifts.

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):

• Develop and coordinate Guest Experience operations for Hersheypark's Call Center and Correspondence or Guest Services and Rentals.*

• Develop, coach, and mentor direct reports and provide sound leadership for part-time staff while delivering the highest levels of superior service.*

• Serve as Manager on Duty and respond to emergency situations as needed or expected. Make consistent decisions on resolving guest concerns*

• Lead and manage Hersheypark correspondence efforts through the Call Center, email, online contact form, and Guest Relations logs.*

• Communicate and own internal communications with other departments such as Finance, Communications, Ticketing, and ZooAmerica to execute a positive service experience.*

• Assist with guest recovery by maintaining a presence at the park and handling escalated issues.*

• Track and identify trends in guest behavior, satisfaction, concerns, and complaints and propose ideas to Senior Manager, Guest Experience Operations.*

• Complete correspondence, guest callbacks, schedule templates and reviews, and interviews on a scheduled basis.

• Monitor labor and expenses with organizational audit standards to secure all company assets.*

• Manage department inventory of guest and employee consumables.*

• Perform other duties as assigned.

Qualifications:

• Minimum of 3 years of related experience.

• Industry Experience - Amusement Park, Hospitality/Tourism, Sales/Marketing/Public Relations

• Minimum of 1 year supervisory experience.

• Bachelor’s degree

• Relevant work experience can be substituted for education - 3 years

• Must have a valid driver's license

Knowledge, Skills, and Abilities:

• Skilled in the use of Microsoft Office applications, Google Suite, and Windows.

• Proficient working with details on a daily basis for prolonged periods of time.

Job Demands:

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

• Climbing Ladders Occasional (<33%)

• Reaching Forward Frequent (34-66%)

• Climbing Stairs Occasional (<33%) (20ft maximum height)

• Lifting Occasional (<33%) (40lbs maximum weight)

• Reaching Overhead Occasional (<33%)

• Finger Dexterity Frequent (34-66%)

• Hand/Eye Coordination Frequent (34-66%)

• Stooping Occasional (<33%)

• Bending Occasional (<33%)

• Sitting Frequent (34-66%)

• Standing Frequent (34-66%)

• Walking Frequent (34-66%)

• This job requires a good sense of vision (either corrected or uncorrected). Visual ability to operate moving equipment such as a car, truck, golf carts, etc.

• This job requires the visual ability to perform detailed work at close distances (computer screens, accounting ledgers, using measurement devices).

• This job regularly requires verbal communication of detailed information to others either by phone or in person.

• Substantial movements (motions) of the wrists, hands, and/or fingers (Repetitive motion).

• The position is subject to hazards. Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.

• The position is subject to noise. There is sufficient noise to cause the worker to shout in order to be heard above ambient noise level.

• The position is subject to extreme heat. Temperatures above 100° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.

• The position is subject to extreme cold. Temperatures typically below 32° for periods of more than one hour. Consideration should be given to the effect of other environmental conditions, such as wind and humidity.

• The position is subject to both environmental conditions. Activities occur inside and outside.

• The position is subject to outside environmental conditions. No effective protection from the weather.

• The position is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.

• Work shifts may involve long hours, depending upon operational schedules and demands of job responsibilities. Must be able to work a flexible schedule, including weekends and holidays based on operational needs.

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