Manager of Guest Experience Operations

Hersheypark
Hersheypark Entertainment Complex
100 Hersheypark Dr
Hershey, PA 17033, USA

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.

This position oversees the day‑to‑day operations of all areas within Hersheypark's Guest Experience department including Admissions/Arrivals/Rentals, Seasonal Events (Cabanas and Sweet Lights), Call Center, and Guest Services. Additionally, it will manage guest correspondence for Hersheypark, act as a liaison to internal departments for Guest Experience, and provide exceptional experiences for our guests by ensuring employees are following all policies and procedures.

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 ! 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!

• Oversee the day‑to‑day operations of providing exceptional service to our guests through Guest Experience programming at Admissions/Arrivals/Rentals, Seasonal Events (Cabanas and Sweet Lights), Zoo America Admissions, Call Center, and Guest Services. Analyze and recommend products and services to improve our guests' experiences and grow revenue.
• Develop, coach, and mentor direct reports and provide sound leadership for part‑time staff while ensuring the highest levels in the delivery of superior service.
• Manage the day‑to‑day operations of all guest recovery including Hersheypark Call Center, email, Contact Form, and Guest Services locations. Monitor customer service to ensure our Team provides world‑class service. Work closely with the Communications team and all department partners regarding guest correspondence and recovery.
• Implement and execute all ticketing and pass plans to drive revenue for Hersheypark. Ensure staff adheres to sales strategies to properly educate guests on ticket values and upsell when appropriate.
• Ensure financial due diligence through standard accounting procedures and aligning with organizational audit standards to secure all company assets. Work closely with Finance on any credit card disputes or similar concerns.
• Collaborate with Group Sales to align on the batch printing process. Prepare, check, and deliver all orders in a timely and correct method.
• Align with department Team Members for annual budget creation and development of labor budgets.
• Serve as Manager on Duty and respond to emergency situations as needed or expected.
• Perform other duties as assigned.

• Must be 18 years of age or older.
• Minimum of 3 years of experience in Amusement Park, Hospitality/Tourism, Sales/Marketing/Public Relations.
• Minimum of 2 years of supervisory experience.
• Must have a valid driver’s license.
• Bachelor’s Degree (or 3 years of experience in lieu).

• Skilled in the use of Google Suite and Microsoft Office applications, including Excel and Word.
• Proficient working with details on a daily basis for prolonged periods of time.
• Must have the ability to safeguard confidential information.
• Must have strong written and verbal communication skills.

• Walking: frequent (34‑66%)
• Standing: frequent (34‑66%)
• Bending: occasional (