Ticket Team Member - Dollywood Theme Park - Full-Time Seasonal

Ticket Team Member

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Ticket Team Member who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together while caring deeply about our brand.

We want to work alongside someone who acts as an extension of our mission, values, and culture. The ideal Ticket Team Member will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

Ticket Team Members are responsible for ensuring Dollywood's guests have a seamless and welcoming experience into the park by processing sales transactions for tickets and season passes at turnstiles and answering guest questions in a friendly manner.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Summary of Essential Functions and Responsibilities

• Greets guests and initiate friendly interactions. Provide guest excellence which exceeds expectations, answer questions and provide park information
• Effectively performs ticket sales processes to include (but not limited to):
  • Sells tickets and completes reservations on a computerized ticketing system
  • Sells and processes Season Passes
  • Processes cash, check, and credit card transactions
  • Issues complimentary and discounts tickets per Dollywood policies
  • Processes refunds, exchanges, upgrades, downgrades, and other special requests per Dollywood policies
• Performs defined accounting procedures for ticket sales to include:
  • Cash till opening and closing procedures
  • Management of cash funds, deposits, and credit cards to ensure all revenue is collected and balanced daily
  • Supports Group Sales fulfillment, adjustments, and ticketing
  • Collects information to support Marketing Database and research programs
• Effectively performs ticket scanning process for park admission to include (but not limited to):
  • Scans all tickets into the computerized system
  • Verifies identity and validity of all Passholders
  • Checks all Host and Dependent IDs at gate
  • Upholds Dollywood policy on re-entry processes to include issuing re-entry tickets and/or handstamps
• Assists with the facilitation of lines and maintain a sense of urgency to reduce the Guest wait time
• Cleans and organizes work area daily to present a professional appearance
• Ensures map racks are fully stocked for the day with correct information
• Maintains a dependable work attendance and flexibility with assigned work schedules
• Attends all required training classes, Guest Service seminars and/or meetings
• Completes required paperwork in a timely manner
• Maintains confidentiality at all times
• Follows all safety standards to include reporting any violations of standards
• Responsible for completing credit card transactions in compliance with the Payment Card Industry Data Security Standards
• Cross train to work in other positions in support of Front Gate and TimeSaver operations to include (but not limited to) TimeSaver sales, theater attendant, Resort TimeSaver redemptions, Doggywood, and Lost and Found

Management reserves the right to change and/or add to these duties at any time

Education and Experience Required

• Must be at least 14 years of age
• Must be able to operate admissions point of sale system, turnstiles, scanners, phone equipment, copier, and calculator
• Must be able to learn computer, computer scanning equipment, and printer equipment
• Previous Guest Services experience a plus
• Must be able to pass a typing test (score of 25 wpm or greater)
• Offers of employment are contingent upon satisfactory completion of onboarding process which includes background screening and pre employment drug screening

Knowledge, Skills, and Abilities

• Must display and live out Lead with Love qualities strongly rooted in the Dollywood Company culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood's image by being genuinely friendly and caring and by taking pride in work
• Be a role model in the areas of attitude, enthusiasm, and attention to detail, adherence to policies and a concern for both the Guests and Hosts
• Must tolerate a fast-paced environment and remain calm in highly stressful situations
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and judgment regarding privileged information
• Must be committed to continuous improvement
• Must have professional appearance with good personal hygiene
• Must promote and support a "team" work environment by cooperating and helping co-workers
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Able to comprehend instructions and retain information
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests
• Able to be flexible to handle frequent changes in priorities
• Able to speak clearly in order to operate a two-way radio
• Able to work on a computer/with screens for prolonged periods of time
• Must be alert and attentive
• Able to smile and make eye contact to make a friendly impression when greeting Guests, vendors and other employees
• Give two weeks' notice for requested days off and have all necessary schedule changes approved in advance by direct supervisor
• Able to add, subtract, multiply and divide with accuracy
• Able to communicate effectively with Guests and Hosts using approved communication methods
• Able to be subjected to periodic random drug screening as outlined by Dollywood policy

Physical and Cognitive Requirements

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs. utilizing company's safety guidelines for safe lifting
• Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces
• Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
• Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors
• Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods
• Must have manual dexterity necessary to complete all job duties
• Able to sit, stand or walk for various periods of time
• Able to work in a small, confined area
• Able to push and/or pull
• Able to bend at the waist and knees for long periods of time

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where