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in Hershey, PA

Hours Full-time
Location Hershey, Pennsylvania

About this job

A ZooAmerica Admissions Team Lead maintains accountability for assigned location(s), including: ZooAmerica Admissions. This position works in a team environment with other Admissions Employees, Admissions Team Leads, and Supervisors.

This position will support frontline operations based on operational needs.

Primary responsibilities include: greeting and engaging guests, providing training and support to employees, completing documentation, participation in outlined leadership assignments and involvements, supervising assigned locations, maintaining a clean and safe work area, and ensuring guest and team member safety and satisfaction through enforcement of standard operating procedures.

The position of ZooAmerica Admissions Team Lead is a supervisory (RED TAG) position.

Job Functions:

  • Conduct location team shift meetings with employees, peers, 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. Responsible for coordinating a Team Member break schedule and ensuring compliance with child labor laws.
  • Complete employee training at ZooAmerica Admission locations as necessary; providing supervision and support to the Guest Experience team; coaching employees, when needed
  • Adhere to Guest Experience standard operating procedures; proficient in ZooAmerica Admissions positions. Ensure the Guest Experience team is operating in a safe and efficient manner; enforce safety guidelines
  • Maintain, complete, and audit proper documentation, including opening/closing checklists, training checklists, Group Sales order entry, Group Sales ticket checking, Group Sales ticket distributions, tour booking and order processing, season pass record entry, cashier reconciliation reports, vault reconciliation and complete change requests, update communication logs, and track inventory
  • Conduct the required amount of Internal Audits
  • Provide our guests with exceptional guest services, resolving all guest inquiries in a timely matter (including collaborating with other departments, when needed), and adhering to department and company service expectations
  • Initiate positive guest interactions: maintain a thorough working knowledge of ZooAmerica guest programs including: ticketing programs and promotions, Group Sales, Birthday parties and packages, Annual Memberships, Zoo Camp, Zoo Programs, and Zoo Tours.
  • Initiate positive guest interactions; maintain a thorough working knowledge of Hersheypark guest programs including; the Fast Track program, Sweet Start Program, and Season Pass Programs- including benefits, exclusive events, and promotions.
  • Participating in department leadership programs, including: setting and achieving goals, attending leadership development courses, attending trainings, team meetings and involvement in mentorship program
  • Working on a computer based ticket system while adhering to cash handling procedures