Admissions Assistant Lead - Dollywood Parks & Resorts - Full Time Year Round

All Career•Pigeon Forge, TN

15h•Onsite

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties; all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking an Assistant Team Lead who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests. We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. The right Assistant Team Lead will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. The Assistant Team Lead creates a seamless and welcoming experience for Dollywood’s Guests by providing training and leadership to the Ticket team. This position is a leadership role with both operational and administrative responsibilities that ensure the team is able to provide the best possible experience for our Guests and Hosts. Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Requirements

Must be at least 18 years of age
High school diploma or equivalent required
Must be able to pass a typing test (score of 25 wpm or greater)
Must be able to speak in front of a small or large group of peers
Must be able to take initiative, self-supervising to ensure areas of responsibility are operating smoothly
Must be able to analyze and remember information
Must be able to organize administrative functions effectively
Must have above average verbal and written communication skills
Must have a minimum of one (1) year Guest services/ticket selling experience
Must be able to operate admissions point of sale system, turnstiles, scanners, phone equipment, computer, various printers, copier, tablets, and calculator.
Must be able to complete basic math functions including addition, subtraction, multiplication, and division
Ability to train others in a positive yet constructive manner
Offers of employment are contingent upon satisfactory completion of background screening
Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must be committed to continuous improvement
Must maintain a professional appearance with good personal hygiene
Must promote and support a “team” work environment by cooperating and helping co-workers
Must be productive in a fast-paced environment
Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
Able to comprehend instructions and retain information
Able to perform duties consistently while creating a safe and secure environment for hosts and guests
Able to be flexible and handle frequent changes in priorities
Able to add, subtract, multiply and divide with accuracy
Must be able to communicate effectively with Guests and Hosts using approved communication methods
Able to tolerate various temperatures while working indoors and outdoors
Able to meet the physical demands of the job
Able to sit, stand or walk for various periods of time
Able to work in a small, confined area
Able to push and/or pull
Able to bend at the waist and knees for long periods of time

Responsibilities

Greet Guests and initiate friendly interaction while answering questions, and providing park information
Support Marketing and Property programs and offerings
Effectively perform Ticket sales processes to include (but not limited to): Selling admissions/season pass products on a computerized ticketing system Process cash, check, and credit card transactions Issue complimentary and discounted tickets per Dollywood policies Process refunds, exchanges, upgrades, downgrades, and other special requests per Dollywood policies
Coach and support coaching of Hosts with our guest services policies as it relates to complaints and refunds
Train new and returning Hosts on General Safety Standards, policies, and procedures by completing the outlined training plan
Lead and/or support development of training materials for new and returning Hosts on all applicable policies and procedures
Lead and/or support onboarding and/or continual training of new/existing Admissions Safety Trainers
Continue to fulfill regular Front Line duties as assigned including but not limited to Ticket Seller, Guest Services, Turnstiles Greeter, Facilitator, Breaker, and other roles/duties as assigned
Clean and organize work area daily to present a professional appearance and use free time productively
Responsible for completing credit card transactions in compliance with the Payment Card Industry Data Security Standards
Maintain dependable work attendance and flexibility with assigned work schedules
Attend all required training and meetings and support development of training/meeting content
Complete and support completion of required paperwork in a timely manner
Follow all safety standards to include reporting any violations of standards
Cross train to work in a minimum of two other areas/teams within Guest Services Division
Train new and returning Hosts on team SOPs and processes
Assist with other duties as assigned by Team Lead Management reserves the right to change and/or add to these duties at any time