Reservations Agent

Job Description

Job Description

Hershey Entertainment & Resorts Company (HE&R) is an award-winning entertainment & hospitality organization with properties including: Hersheypark, The Hotel Hershey, Hershey Lodge, Giant Center, Restaurants, and more. Our team members share a common goal of upholding the legacy of our founder, Milton S. Hershey, while striving to live by our company's Core Values: Devoted to the Legacy, Selfless Spirit of Service, Team Focused, and Respectful of Others. Hershey Entertainment & Resorts is committed to cultivating diversity, equity, and inclusion in our workforce, marketplace, and community, and is proud to help fulfill the dream of our founder by providing value to Milton Hershey School.

We are hiring Full-Time staff to join our call center team to assist guests with making and modifying reservations and providing information about our destination. Candidates should be guest-focused and sales-minded, as they are responsible for driving revenue for the Hershey destination. This position requires a high level of written and verbal communication skills and the ability to work in a fast-paced environment with rapidly changing information and tasks. The ideal candidate has the skills to provide exceptional service and the will to refine their skills through continued coaching. The work location may be a hybrid of in-office and at-home work.

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 ID! 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!

Assist guests as a member of the call center team by making and modifying reservations and providing information about our destination. 

*This job is paid a base rate of 14.68/hour + incentive*  

Job Duties (Duties marked with an asterisk are essential functions of this job):

• Provide accurate information concerning the Hershey destination including rates, package plans, events, promotions, attractions, and availability. 

• Think analytically to seek alternatives and resolve guest opportunities.

• Build rapport with clients and offer recommendations based on the guests’ needs in order to provide excellent guest service and to effectively close the sale for our resorts, spas, and destination activities.

• Accurately detail guest reservations.

• Perform other duties as assigned

Qualifications:

• Must be 18 years of age or older

• Must have high school diploma or equivalent 

• A minimum of 1 year of customer service, hospitality, or sales experience is preferred

Knowledge, Skills, and Abilities:

• Must have clear communication skills, both written and verbal, in English

• Candidates must satisfactorily complete a typing test with a result of at least 32 Words Per Minute during the interview process

• Ability to identify client needs and concerns over the telephone and offer solutions

• Excellent problem-solving and decision-making skills

• Strong technical skills including keyboarding skills and PC experience

• Professional image representative of company image 

• Detail-oriented 

• Ability to multi-task

• Ability to work under pressure

• Ability to adapt to changing circumstances, policies, and information

Job Demands:

While performing the duties of this job, the employee is required to:

• Operational hours vary from 8 AM - 8:30 PM, seven days a week. 

• Must be available to work a minimum of 4 weekend days per month

• Must be available to work at least one evening shift per week and some holidays.

• Must be able to commit to a 35-hour per week training schedule for two weeks

The work location may be a hybrid of in-office and at-home work. When working from home, please note:  

• Work must be completed within the state of Pennsylvania

• Employees must have a quiet place to conduct work, free from distractions and background noise

• Hershey Entertainment & Resorts will provide the necessary computer, monitors, and equipment, however the agent is responsible for providing high speed/broadband internet

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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.