Area Manager - Guest Experience

Hershey Entertainment & Resorts Careers•Hershey, PA

38d•Onsite

About The Position

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!

Requirements

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
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.

Responsibilities

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.