Guest Recovery Agent

Visit Hershey & Harrisburg; Hershey (PA); On-site; USD 19,286 - 24,796; Part time

Benefits offered by this job

Free park admission

Free parking

Employee discounts

Job summary

Hershey Entertainment and Resorts' Hersheypark invites applicants for a Part-Time Guest Recovery Agent. The role supports guests with ticketing, information, add-ons, and park programs across Guest Experience positions.

As a team member, you’ll provide friendly service, upsell programs, register guests for rides and programs, and help maintain high guest satisfaction in a fast-paced environment. Perks include free park admission and parking, plus employee discounts.

Qualifications

• Must be 18 years of age or older on the date of applying.
• Excellent customer service and communication skills.
• Comfortable with digital ticketing software and Google Workspace.

Responsibilities

• Provide exceptional customer service in person and by phone.
• Sell admission tickets, add-ons, and park programs.
• Upsell park programs and track inventory items.
• Accurately detail guest information and requests.
• Assist guests in enrollment in the Ride Accessibility Program.
• Adhere to operational standards of the Guest Experience Department.
• Perform other duties as assigned.

Skills

Customer service

Effective communication

Conflict resolution

Written communication

Google Workspace

Team player

Professional image

Tools

Google Workspace

Job description

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.

The Guest Recovery Agent assists guests through selling tickets and add-ons, locating information and answering guest questions, redeeming items, registering for Park Programs, resolving guest opportunities, and more. This role may assist at any Guest Experience Department position including Ticketing and Admissions, Arrival Attendant (Front Gate), Call Center, and other various support positions at Hersheypark.

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):

• Provide exceptional customer service by building rapport and making genuine connections with the guests in person and over the telephone*
• Provide accurate information and sell various Hersheypark admission ticket options, season passes, and add-on items*
• Upsell Park programs and track inventory items*
• Accurately detail guest information and requests *
• Listen to guest concerns and provide an appropriate response*
• Assist guests in enrollment in our Ride Accessibility Program*
• Adhere to operational standards for the Guest Experience Department*
• Perform other duties as assigned

Qualifications

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

Knowledge, Skills, And Abilities

• Must have the ability to effectively communicate verbally including speaking clearly into telephones
• Must have strong conflict-resolution/problem solving skills
• Must have strong written communication skills and be detailed oriented
• Must be comfortable with the use of electronic equipment and digital ticketing software
• Must be proficient in the use of Google Workspace applications
• Must be friendly, upbeat, work well with other employees, and be able to interact with our guests in a fast-paced environment
• Must display a positive attitude, eagerness to learn, and professional image in compliance with the Hershey Entertainment & Resorts guidelines
• Must have the ability to safeguard confidential information

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
• 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.
• Physical requirements include sitting for periods up to five (5) hours at a time, walking, bending, climbing stairs, and lifting up to twenty (20) pounds without assistance
• This job requires the visual ability to perform detailed work at close distances (computer screens, tickets, printed papers, websites)

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