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RESERVATIONS SUPERVISOR, PT

Company: Hershey Entertainment & Resorts Company (HE&R) Hea
Location: Hershey
Posted on: April 10, 2021

Job Description:

This position is responsible for supporting the daily operation of the Hersheypark Camping Resort front office to include reservations in Resort Suite, financial reconciliation of daily receipts, call center management, outbound sales calls, guest resolutions and pre-stay messaging.

This position is responsible for the direct supervision of Reservations Agents.

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 ability to coach & train others.

This position is open to remote work arrangements upon the successful completion of in person training at the physical work location.

Job Functions:


-Responsible for the direct supervision of all Reservations Agents, including scheduling, coaching, and training & development
-Responsible for supervising the day to day call center operations to include:
-Answering the incoming telephone calls, including providing information and selling guest reservations.
-Follow up on afterhours voicemails.
-Process closing reports in accordance with HE&R standards.
-Process credit card transactions in accordance with HE&R standards.
-Attention to detail in reservation processing and accuracy.
-Provide exceptional customer service, building rapport and making genuine connections with the guests over the telephone.
-Provide feedback regarding processes and guest experiences.
-Maintain a positive, professional and safe work environment.
-Assist guests with all aspects of the booking process including but not limited to; packages, promotions, area activities, events both on property and in the surrounding areas.
-Understand and clearly communicate policies, site/cabin types and seasonal information pertaining to booking. These topics include but are not limited to Hersheypark hours, shuttle information, rates and availability, pool hours, activities schedules, winter water shut off and any additional information that may pertain to each visit.
-Participate in Hot Lead and report follow up as well as outbound sales calls.
-Maintain reservation waiting list with daily call backs
-Assist office administration and team leaders with other projects and duties as assigned.
-Collect customer and employee feedback and make recommendations for property enhancements.
-Resolve guest concerns

Keywords: Hershey Entertainment & Resorts Company (HE&R) Hea, Reading , RESERVATIONS SUPERVISOR, PT, Other , Hershey, Pennsylvania

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