Guest Services Supervisor

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.

A Hersheypark Guest Services Supervisor maintains accountability for assigned location(s), including Main Gate Guest Relations, Kissing Tower Hill, and Family Health Services. This position leads a team environment dedicated toward kindness and empathy for our team members and guests. This role works with other Guest Services Supervisors, Guest Relations and Arrival and Admissions Employees, Team Leads, Supervisors, and Park and Department Managers.

As a Part-Time Team Member, you will enjoy sweet perks like FREE admission and parking to Hersheypark, discounts on food & shopping, and more as soon as you receive your Employee ID!

Job Duties (Duties marked with an asterisk are essential functions of this job):

• Conduct Guest Experience group shift meetings with employees 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 supervisor(s) regarding staffing needs and coordinate a team member's break schedule to ensure compliance*

• Ensure employees are trained at their assigned locations and have proper documentation. Coach employees and administer disciplinary action when necessary*

• Adhere to Guest Experience standard operating procedures and maintain proficiency in all Guest Relations positions*

• Maintain, complete, and audit proper documentation including opening/closing checklists, training, cashier reconciliation reports, communicate any discrepancies with Finance and Management, update communication logs, complete/document miscellaneous adjustments and track inventory, and be responsible for inventoried items*

• Conduct the required amount of Internal Audits*

• Assist in the onboarding and on-the-job shadow training of seasonal team members and interns*

• Provide our guests with exceptional guest service, resolve all guest inquiries in a timely manner (including collaborating with other departments when needed), log guest feedback, and adhere to department and company service expectations*

• Initiate positive guest interactions and maintain a thorough working knowledge of Hersheypark guest programs, including the accessibility program, and upsell applicable programs*

• Help facilitate and enroll guests in the Accessibility Program*

• Perform other duties as assigned

Qualifications:

• Must be 18 years of age or older on the date of applying

• Must have previous experience in a customer service or hospitality environment

Knowledge, Skills, and Abilities:

• Must be proficient in the use of Google Workspace applications

• Must have the ability to effectively communicate verbally, including delivering safety instructions/directions, verbal cues, and speaking clearly into microphones and radios

• 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 be able to successfully attend and complete all department training requirements

• 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

• Must have strong conflict resolution/problem solving skills

Job Demands:

• Must be able to work flexible hours, including mornings, evenings, weekends and holidays, as well as maintain three (3) days of operational availability, Memorial Day - Labor Day

• 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

• Must be able to work in a combination of indoor and outdoor weather conditions. Employees are subject to a variety of weather conditions, including but not limited to: extreme heat, sun exposure, cold, and inclement weather.

• This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers)

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

Hershey Entertainment and Resorts is an Equal Opportunity Employer