Join the team at the Hersheypark Entertainment Complex, an award-winning property featuring Hersheypark amusement park, GIANT Center arena, Hersheypark Stadium, ZooAmerica North American Wildlife Park, and Hershey Theatre. Thrilling roller coasters, action-packed Hershey Bears hockey games, thrilling live entertainment, and one-of-a-kind events are a day in the life of our team members.

This position is responsible for assisting with the management of the employee support and employee administration areas within the Entertainment Complex Employee Support Team. This position is responsible for up to 30 team members supporting over 3,500 employees in regards to employee support for the following departments: Food and Beverage, Attractions, Guest Experience, Security, Games, Wardrobe,  Retail, and Park Services. The primary goal of this team is to be focused on exceptional employee experience and support. 

As a Full-Time Team Member, you will enjoy sweet perks like FREE admission to Hersheypark, discounts, and more as soon as you receive your Employee ID! 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!

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

Oversee daily operations of the call center and check-in locations by 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. 

Establish and manage the daily job responsibilities of team members responsible for the employee clock in/out area and related offices. Ensure a 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 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 are onboarded.*

Monitor and coach the 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 the team is knowledgeable and approachable. Ensure the 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.

Qualifications:

Minimum of 2 years of 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

Knowledge, Skills, and Abilities:

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

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

Job Demands:

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.

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 and Resorts is an Equal Opportunity Employer