Area Manager - Guest Experience

About the role

Hersheypark amusement park spans 121-acres and welcomes guests to experience Hersheypark Happy all year long. 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.

Job Duties

• 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.
• Aid in 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.

Qualifications

• 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.

Job Demands

• Climbing Ladders - Occasional
• Climbing Stairs - Occasional
• Lifting - Occasional
• Reaching Overhead - Frequent
• Hand/Eye Coordination - Frequent
• Sitting - Frequent
• Standing - Frequent
• Walking - Frequent

Knowledge, Skills, And Abilities

• 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.

Work Shifts

• Flexible schedule, including weekends and holidays based on operational needs.

Pay and Benefits

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!