• Full Time
  • Anywhere

Website Hershey Entertainment and Resorts

Our high-performing Reservations team is looking for individuals with the talent to deliver exceptional and distinctive service to our guests. We are hiring Full-Time staff to join our call center team to assist guests with making and modifying reservations and providing information about our destination. Candidates should be guest-focused and sales-minded, as they are responsible for driving revenue for the Hershey destination. This position requires a high level of written and verbal communication skills, in both Spanish and English, and the ability to work in a fast-paced environment with rapidly changing information and tasks. The ideal candidate has the skills to provide exceptional service and the will to refine their skills through continued coaching. The work location may be a hybrid of in-office and at-home work.

Job Functions

Provide accurate information concerning the Hershey destination including rates, package plans, events, promotions, attractions, and availability.
Think analytically to seek alternatives and resolve guest opportunities.
Build rapport with clients and offer recommendations based on the guests’ needs in order to provide excellent guest service and to effectively close the sale for our resorts, spas, and destination activities.
Accurately detail guest reservations.
Communicate effectively with our Spanish and English speaking guests.
Basic Qualifications:

Must be fluent in Spanish and English
Must be 18 years of age or older
Must have high school diploma or equivalent
Must have clear communication skills, both written and verbal, in English
Additional Qualifications:

A minimum of 1 year of customer service, hospitality, or sales experience is preferred
Ability to identify client needs and concerns over the telephone and offer solutions
Excellent problem-solving and decision-making skills
Strong technical skills including keyboarding skills and PC experience
Professional image representative of company image
Ability to multi-task
Ability to work under pressure
Ability to adapt to changing circumstances, policies, and information
Working Conditions

Must be available to work a minimum of 4 weekend days per month
Must be available to work some evenings and holidays
Office hours are 8 AM – 8:30 PM, seven days a week. Candidates who cannot commit to weekend and evening availability will not be considered.
Additional Information

Team members have the opportunity to participate in goal challenges for sweet prizes and to earn additional income through an incentive program
Candidates must satisfactorily complete a typing test with a result of at least 32 Words Per Minute during the interview process
Employees may be required to work within a hybrid system of time spent working in the office and from home. Remote work from home will be the primary work location. When working from home, please note:
Work must be completed within the state of Pennsylvania
Employees must have a quiet place to conduct work, free from distractions and background noise
Hershey Entertainment & Resorts will provide the necessary computer, monitors, and equipment, however the agent is responsible for providing high speed/broadband internet
Must be able to commit to a 35-hour per week training schedule for two weeks at the start of position.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment & Resorts is an Equal Opportunity Employer

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