Manager of Guest Experience Operations

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 oversees the day-to-day operations of all areas within Hersheyparks Guest Experience department including Admissions/Arrivals/Rentals Seasonal Events (Cabanas and Sweet Lights) Call Center and Guest Services. Additionally it will manage guest correspondence for Hersheypark act as a liaison to internal departments for Guest Experience and provide exceptional experiences for our guests by ensuring employees are following all policies and procedures.

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 Functions:

• Oversee the day-to-day operations of providing exceptional service to our guests through Guest Experience programming at Admissions/Arrivals/Rentals Seasonal Events (Cabanas and Sweet Lights) ZooAmerica Admissions Call Center and Guest Services. Analyze and recommend products and services to improve our guests experiences and grow revenue. *
• Develop coach and mentor direct reports and provide sound leadership for part-time staff while ensuring the highest levels in the delivery of superior service. *
• Manage the day-to-day operations of all guest recovery including Hersheypark Call Center email Contact Form and Guest Services locations. Monitor customer service to ensure our Team provides world-class service. Work closely with the Communications team and all department partners regarding guest correspondence and recovery. *
• Implement and execute all ticketing and pass plans to drive revenue for Hersheypark. Ensure staff adheres to sales strategies to properly educate guests on ticket values and upsell when appropriate. *
• Ensure financial due diligence through standard accounting procedures and aligning with organizational audit standards to secure all company assets. Work closely with Finance on any credit card disputes or similar concerns. *
• Collaborate with Group Sales to align on the batch printing process. Prepare check and deliver all orders in a timely and correct method. *
• Align with department Team Members for annual budget creation and development of labor budgets. *
• Serve as Manager on Duty and respond to emergency situations as needed or expected. *
• Perform other duties as assigned

Qualifications:

• Must be 18 years of age or older.
• Minimum of 3 year(s) of Amusement Park Hospitality/Tourism Sales/Marketing/Public Relations experience.
• Minimum of 2 year(s) of supervisory experience.
• Must have a valid drivers license.
• Bachelors Degree
  • 3 years of experience in lieu of education.

Knowledge Skills and Abilities

• Skilled in the use of Google Suite and Microsoft Office applications including Excel and Word
• Proficient working with details on a daily basis for prolonged periods of time
• Must have the ability to safeguard confidential information
• Must have strong written and verbal communication skills

Job Demands

• Walking: frequent (34-66%)
• Standing: frequent (34-66%)
• Sitting: frequent (34-66%)
• Bending: occasional (<33%)
• Stooping: occasional (<33%)
• Hand-Eye Coordination: frequent (34-66%)
• Finger Dexterity: frequent (34-66%)
• Reaching Over: occasional (<33%)
• Reaching Forward: frequent (34-66%)
• Lifting: occasional (<33%) Weight: 40 lbs
• Climb Stairs: occasional (<33%) Height: 20 ft
• Climb Ladders: occasional (<33%)
• Pushing: occasional (<33%) Weight: 60 lbs
• Pulling: occasional (<33%) Weight: 60 lbs
• 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.
• 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 view work at distances of approximately 5 feet (operation and adjustment of machinery).
• 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 of the wrists hands and/or fingers (Repetitive motion).
• This job is subject to hazards that may include a variety of physical conditions such as proximity to moving mechanical parts moving vehicles electrical currents working on scaffolding and high places exposure to high heat or exposure to chemicals.
• This job is subject to extreme heat. Temperatures may be 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.
• This job is subject to extreme cold. Temperatures can be 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.
• This job is subject to environmental conditions with activities occurring both inside and outside.
• This job is subject to outside environmental conditions with no effective protection from the weather.
• This job is subject to environmental conditions with protection from weather conditions but not necessarily from temperature changes.

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.