Ticket Team Member - Dollywood Theme Park - Part - Time Seasonal

About the role

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Ticket Team Member who will embody the heart and soul of our mission of creating memories while bringing families closer together and caring deeply about our brand. The ideal candidate will act as an extension of our mission, values, and culture, serving as a curious learner, innovator, administrator, detail driver, mentor, and motivator.

Ticket Team Members ensure Dollywood's guests have a seamless and welcoming experience by processing sales transactions for tickets and season passes at turnstiles and answering guest questions in a friendly manner. The role requires displaying and living out "Lead with Love" qualities—patience, kindness, trust, unselfishness, truthfulness, forgiveness, dedication, and accountability—rooted in the Dollywood Company culture.

Responsibilities

• Greet guests and initiate friendly interactions while providing guest excellence that exceeds expectations.
• Answer questions and provide park information.
• Perform ticket sales processes, including:
  • Selling tickets and completing reservations on a computerized ticketing system.
  • Selling and processing Season Passes.
  • Processing cash, check, and credit card transactions.
  • Issuing complimentary and discounted tickets per Dollywood policies.
  • Processing refunds, exchanges, upgrades, downgrades, and other special requests per Dollywood policies.
• Perform defined accounting procedures for ticket sales, including:
  • Cash till opening and closing procedures.
  • Management of cash funds, deposits, and credit cards to ensure all revenue is collected and balanced daily.
• Support Group Sales fulfillment, adjustments, and ticketing.
• Collect information to support Marketing Database and research programs.
• Perform ticket scanning for park admission, including:
  • Scanning all tickets into the computerized system.
  • Verifying identity and validity of all Passholders.
  • Checking all Host and Dependent IDs at the gate.
  • Upholding Dollywood policy on re-entry processes, including issuing re-entry tickets and/or handstamps.
• Assist with the facilitation of lines and maintain a sense of urgency to reduce guest wait time.
• Clean and organize work area daily to present a professional appearance.
• Ensure map racks are fully stocked for the day with correct information.
• Maintain dependable work attendance and flexibility with assigned work schedules.
• Attend all required training classes, Guest Service seminars, and/or meetings.
• Complete required paperwork in a timely manner.
• Maintain confidentiality at all times.
• Follow all safety standards, including reporting any violations.
• Complete credit card transactions in compliance with Payment Card Industry Data Security Standards.
• Cross-train to work in other positions in support of Front Gate and TimeSaver operations, including TimeSaver sales, theater attendant, Resort TimeSaver redemptions, Doggywood, and Lost and Found.

Requirements

• Must be at least 14 years of age.
• Must be able to operate admissions point of sale system, turnstiles, scanners, phone equipment, copier, and calculator.
• Must be able to learn computer, computer scanning equipment, and printer equipment.
• Previous Guest Services experience is a plus.
• Must be able to pass a typing test (score of 25 wpm or greater).

Skills

• Display and live out "Lead with Love" qualities: patience, kindness, humility, respect, selflessness, forgiveness, honesty, and commitment.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Reflect Dollywood’s image by being genuinely friendly, caring, and taking pride in work.
• Be a role model in attitude, enthusiasm, attention to detail, adherence to policies, and concern for guests and hosts.
• Tolerate a fast-paced environment and remain calm in highly stressful situations.
• Self-motivated and disciplined.
• Able to prioritize and complete work assignments on a timely basis.
• Maintain strict confidentiality and judgment regarding privileged information.
• Committed to continuous improvement.
• Professional appearance with good personal hygiene.
• Promote and support a "team" work environment by cooperating and helping co-workers.
• Maintain dependable work attendance and flexibility with assigned work schedules, including required overtime, evenings, weekends, and holidays.
• Sensitive to the needs of guests and empowered to act to meet their needs within company guidelines.
• Utilize effective communication, problem-solving, conflict management, and interpersonal skills.
• Able to comprehend instructions and retain information.
• Perform duties consistent with creating a safe and secure environment for hosts and guests.
• Flexible to handle frequent changes in priorities.
• Able to speak clearly to operate a two-way radio.
• Able to work on a computer/with screens for prolonged periods of time.
• Alert and attentive.
• Smile and make eye contact to make a friendly impression when greeting guests, vendors, and other employees.
• Give two weeks’ notice for requested days off and have all necessary schedule changes approved in advance by direct supervisor.
• Able to add, subtract, multiply, and divide with accuracy.
• Able to communicate effectively with guests and hosts using approved communication methods.
• Able to be subjected to periodic random drug screening as outlined by Dollywood policy.

Physical and Cognitive Requirements

• Lifting and Carrying: May require occasional to frequent lifting of up to 50 lbs. utilizing company’s safety guidelines for safe lifting.
• Mobility: May require intermittent to prolonged sitting, standing, and/or walking for the duration of the shift, up to 13 hours. May also require traveling to various areas on property, including changes in terrain, stairs, and uneven surfaces.
• Repetitive Movements: May require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms, or other body parts.
• Environmental Conditions: Ability to perform work tasks in varying weather conditions, including extreme cold and heat. May require working indoors and outdoors.
• Cognitive and Sensory Requirements:
  • Strong cognitive skills, including critical thinking, problem-solving, processing and retaining information, attention to detail, and effective communication using approved methods.
  • Manual dexterity necessary to complete all job duties.
  • Able to sit, stand, or walk for various periods of time.
  • Able to work in a small, confined area.
  • Able to push and/or pull.
  • Able to bend at the waist and knees for long periods of time.

Schedule

Must maintain dependable work attendance and flexibility with assigned work schedules, including required overtime, evenings, weekends, and holidays.