Full-Time Sr Assistant Supervisor - Attractions - Hershey's Chocolate World

Job Location:  Hershey, PA
Hourly Pay Rate:  $22.00 or more based on experience
Minimum Age:  18 years of age or older
Availability:  Rotating 40-hour schedule that includes daytime, evenings, weekends, and holidays

Hershey’s Chocolate World is the most popular brand experience in the world. Nearly four million guests visit our location in Hershey, Pennsylvania every year. Our guests come to experience our attractions, enjoy dining in our food court, and shopping for souvenirs, treats, and gifts. Part of what makes our guests’ experience so amazing is the exceptional customer service our team provides. In fact, our mission is to create extraordinary impressions through our people. If you would like to be part of the Hershey Chocolate World team that brings our mission to life every day, keep reading to find a career that fits your interest and abilities.

This is a full-time hourly position located in Hershey, Pennsylvania. The company will not provide relocation assistance. 

The Attractions Senior Assistant Supervisor is the leader in guest service.  This position will set the tone for all attraction teams by demonstrating superior guest service and is responsible for coaching team members to maximize guest engagement.

The Attractions Senior Assistant Supervisor is responsible for maximizing sales and supervising the day-to-day operations of Hershey’s Chocolate World attraction areas to include but not limited to Tour Ride, Ticketing, Admissions, Parking, Create Your Own Candy Bar, 4D Show, Hershey’s Unwrapped, and Costumes. The incumbent must be aware of the balance required to support superior customer service and attraction sales. Responsibilities include part-time flex force employee supervision, zoning, coaching, training, tracking attendance/tardiness, disciplinary action, and performance appraisals.  Responsibilities also include making operational decisions and show time adjustments. The incumbent participates in weekly attraction staff meetings and provides insight on consumer feedback.

Major Duties/Responsibilities:   

Employee Coaching and Supervision (60%)

• Through observation and demonstration, effectively coach all part-time flex force attraction team members to maximize guest engagement
• Communicate to all employees ensuring they are knowledgeable about attractions, promotions, marketing initiatives, and complex special events that impact the team
• Facilitate employee training including appropriate coaching and counseling where needed and guest service training to ensure employees can provide the best possible guest service
• Conduct pre-shift meetings, check-in employees at start of shift, ensure all are in proper uniform, and ensure breaks are taken in accordance with policy guidelines
• Facilitate employee rewards and recognition programs by taking the leadership role and demonstrating best practices
• Conduct the part-time flex force annual performance feedback process
• Facilitate attendance disciplinary process

Operations (30%)

• Ensure efficient day-to-day operations of all attractions
• Strive for sales excellence and results
• Support Attraction locations as needed
• Support part-time labor planning for business needs
• Support future attraction development and execution

 Leader Duties (10%)

• Responsible for continuously walking the floor to deliver a high-level of consumer engagement and meet sales goals while maintaining and elevating The Hershey Company brand reputation
• Responsible for ensuring adequate staffing to meet the needs of the business which includes adjusting schedules to ensure appropriate coverage within budget
• Responsible for crowd control and queuing at attraction locations
• Responsible for monitoring and adjusting show times as needed

Minimum knowledge, skills, and abilities required to successfully perform major duties/responsibilities:   

• Must maintain a neat appearance and meet uniform standards
• Must be able to sit for 2 hours
• Must be able to push, pull, carry, and lift 25-50 pounds
• Requires overhead lifting, stooping, bending, and twisting
• May require initial morning set up of stanchions and movement of fixtures
• Must have basic math skills to add and subtract inventory
• Must be able to operate a cash register
• Must have basic Microsoft Office computer skills
• Must have leadership skills in teamwork, employee motivation, coaching, and time management
• Must have supervisory skills
• Excellent verbal and written communication and customer service skills
• Ability to interact with all levels of people and be able to effectively collaborate
• Attention to detail
• Ability to prioritize
• Ability to meet tight deadlines and have good follow-through
• Ability to work under pressure and have problem-solving skills
• Ability to remain calm and handle crisis situations with urgency

Minimum Education and Experience Requirements:   

Education: 

• High school diploma or GED equivalent is required

Experience: 

• 2 years’ supervisory experience in retail, restaurant, or hospitality environment is required
• Customer service and operations management experience is required

This description covers the most significant duties performed, but you may be responsible for other minor-related work assignments.