Employee Support Assistant Manager – Hershey Entertainment & Resorts

Website Hershey Entertainment & Resorts Hershey Entertainment & Resorts

Hershey Entertainment & Resorts

Job Description:

This position is responsible for assisting with the management of the employee experience and front office service areas within the Entertainment Complex Employee Experience Team. This position is responsible for up to 30 team members supporting over 3500 employees in regards to employee support for the following departments: Food & Beverage, Attractions, Guest Experience, Security, Games, Wardrobe and Retail. The primary goal of this team is to be focused on exceptional employee experience and support. The call center receives and makes over 500 calls daily and is also the primary service area for in person employee assistance. Primary responsibilities include overseeing daily operations of the call center and check in locations, monitoring all channels of communication for timely and accurate responses, partnering with support departments to resolve complex situations, and providing direct support to the supervisor on duty.

Job Functions (Items marked with an asterisk are essential functions of this position):

Establish and manage the daily job responsibilities of team members responsible for employee clock in/out area and related offices; Team is responsible for supporting over 3500 employees; Ensure team of supervisors are coordinating daily assignments focused on employee communication, positive employee experience, and accurately processing timekeeping exceptions in accordance with approved audit guidelines.*

Ensure that the call center and front office team members are providing effective guest service and hospitality in all interactions with employees and guests, both on the phone and in person; Provide on the spot training/retraining as needed for team members and supervisors as processes change and individuals onboard.*

Monitor and coach supervisory team on effective and efficient opening, closing, and daily operational guidelines; Focus on supporting the operations by filling needed shifts and supporting employees by ensuring team is knowledgeable and approachable; Ensure team is communicating employee absenteeism and schedule changes to all operational partners quickly and efficiently.*

Oversee tracking of employee attendance and the steps taken to notify employees of their current point values; Ensure the team is following standard procedures with employees each day to update them on their attendance point values and what disciplinary steps may occur from repeated infractions; Create daily and weekly reports for operational managers based on current attendance points.*

Point of contact for the Hersheypark Entertainment Complex Volunteer program, including monitoring emails, ticket reconciliation, end of period payments, reviewing and processing volunteer applications, and compliance with all standard operating procedures.*

Perform other duties as assigned.

Basic Qualifications:

Minimum of 2 years of Amusement Park, HR, Employee Support and/or related experience.

Minimum of 1 year supervisory experience.

18 years of age or older

Associate’s degree – Business Administration, Communications, Hospitality Management, Human Resources, Other

Relevant work experience can be substituted for education – 4 years

Additional Qualifications:

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

Skilled in the use of Microsoft Office and Google based applications.

Physical Demands & Working Conditions

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

Climbing Stairs Occasional (<33%) (15ft maximum height)

Lifting Occasional (<33%) (25lbs maximum weight)

Finger Dexterity Frequent (34-66%)

Hand/Eye Coordination Frequent (34-66%)

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.

Must be able to speak and read the English language.

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

THIS IS NOT A TYPICAL MONDAY-FRIDAY/9 TO 5 POSITION. Successful candidate must be able to work a flexible schedule that can include evenings, nights, weekends, holidays, and rotating on call schedule.

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

To apply for this job please visit careers.hersheyjobs.com.