GUEST EXPERIENCE SUPERVISOR

Hershey Entertainment & Resorts

Job Description:
A Hersheypark Guest Experience Area Supervisor maintains accountability for the Guest Experience department. This position works in a team environment with Employees, Team Leads, Supervisors, Guest Experience Supervisors, Department and Park Management.
This position will support front line operations based off of operational need.
Primary responsibilities include: greeting and engaging guests, providing training and support to employees and department leads and supervisors, completing documentation, supervising operational locations within the Guest Experience department, managing employee breaks, maintaining staffing at all assigned locations, participation in outlined leadership assignments and involvements, maintaining a clean and safe work area, ensuring guest and team member safety, efficiency, and satisfaction through enforcement of department standard operating procedures.
The position of Guest Experience Area Supervisor is a supervisory BLUE TAG position.

This position pays $17.00/hour.

Job Functions:
•Conduct Guest Experience group shift meetings with employees, team leads, and supervisors
•Maintain a clean work area, including: preparing and sweeping queue areas, work stations, walkways/paths are free of debris, and removal of trash when necessary
•Communicate with manager(s) regarding staffing needs; ensure locations within the department are properly staffed; ensure employees adhere to Child Labor Laws and receive break
•Ensure employees are trained at their assigned location and have proper documentation; complete employee training within the Guest Experience positions, to include; Ticketing Services, Guest Relations, Call Center, Cabanas, and Guest Experience Attendants, as necessary
•Adhere to Guest Experience standard operating procedures; proficient in all Guest Experience positions. Ensure the Guest Experience team is operating in a safe and efficient manner; enforce safety guidelines
•Maintain, complete, and audit proper documentation, including opening/closing checklists, training checklists, Group Sales ticket distributions, cashier reconciliation reports, vault reconciliation and complete change requests, and inventory sheets
•Conduct the required amount of Internal Audits
•Provide supervision and support to employees, Guest Experience Team Leads, Guest Experience Supervisors; coach employees and administer disciplinary action when necessary
•Assist in the interviewing, on-boarding, and training of seasonal team members, including conducting department orientation as needed
•Provide our guests with exceptional guest services, resolving all guest inquiries in a timely matter (including collaborating with other departments, when needed), and adhering to department and company service expectations
•Initiate positive guest interactions; maintain a thorough working knowledge of Hersheypark guest programs including; the Attraction Accessibility Program, Fast Track program, Sweet Start Program, and Season Pass Programs- including benefits, exclusive events, and promotions.
•Maintain a thorough working knowledge of Hersheypark upselling programs including: meal and drink offerings, game offerings, and multi-day tickets
•Participating in department leadership programs, including: setting and achieving goals, attending leadership development courses, attending trainings, team meetings and involvement in mentorship program

Basic Qualifications:
•Must be 18 years of age or older when applying for the position
•Must have previous experience in the Hersheypark Guest Experience department as a Guest Relations Agent, Cabana Concierge, ZooAmerica Admissions Supervisor, Ticketing Supervisor, Cabana Supervisor or Guest Relations Supervisor.

Additional Qualifications:
•Must be skilled in the use of Microsoft Office applications, including Excel, and Word. Must be familiar with Gmail and associated apps.
•Must have the ability to understand and communicate in English
•Must have the ability to effectively communicate verbally and written, including delivering instructions/directions, and speaking clearly into radios and phones.
•Must have the ability to effectively communicate nonverbally, including maintaining eye contact.
•Must have the ability to comprehend instructions (verbal, demonstrated, and/or written) and retain information
•Must have the ability to remain alert and vigilant at all times
•Must have reliable, steady transportation to and from work
•Must attend required hours of leadership development training
•Must display a positive attitude, an eagerness to learn, and professional image in compliance with Hershey Entertainment & Resorts guidelines
•Must have the ability to safeguard confidential information
•Embody Hershey Entertainment & Resorts company core values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, Respectful of Others

Working Conditions:
•Maintain availability for a minimum of forty (40) hours per week (May- August); availability for three (3) evenings per week (Monday- Friday); flexible availability three (3) Saturdays and three (3) Sundays per month. This position requires that the candidate be available for at least one of the shoulder season events; Springtime in the Park, Hersheypark in the Dark, or Christmas Candylane. This position is year-round, hours outside of the time frame listed above will fluctuate based off of operational need.
•Physical requirements include standing for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance:
•Sitting Occasional (67%)
•Walking Constant (>67%)
•Regular outside work in various weather conditions is required, including exposure to heat, cold, rain, snow, and other inclement weather

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.