Admissions Assistant Lead - Pigeon Forge, Tennessee, , United States

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties; all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It's not ...

Job description

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties; all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It's not a difference that you can touch or see - it's a difference you can feel. We are seeking an Assistant Team Lead who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. The right Assistant Team Lead will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Assistant Team Lead creates a seamless and welcoming experience for Dollywood's Guests by providing training and leadership to the Ticket team. This position is a leadership role with both operational and administrative responsibilities that ensure the team is able to provide the best possible experience for our Guests and Hosts.

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

• Greet Guests and initiate friendly interaction while answering questions, and providing park information
• Support Marketing and Property programs and offerings
  • Effectively perform Ticket sales processes to include (but not limited to): 
  • Selling admissions/season pass products on a computerized ticketing system
  • Process cash, check, and credit card transactions
  • Issue complimentary and discounted tickets per Dollywood policies
  • Process refunds, exchanges, upgrades, downgrades, and other special requests per Dollywood policies
  • Coach and support coaching of Hosts with our guest services policies as it relates to complaints and refunds
• Train new and returning Hosts on General Safety Standards, policies, and procedures by completing the outlined training plan
• Lead and/or support development of training materials for new and returning Hosts on all applicable policies and procedures
• Lead and/or support onboarding and/or continual training of new/existing Admissions Safety Trainers
• Continue to fulfill regular Front Line duties as assigned including but not limited to Ticket Seller, Guest Services, Turnstiles Greeter, Facilitator, Breaker, and other roles/duties as assigned
• Clean and organize work area daily to present a professional appearance and use free time productively
• Responsible for completing credit card transactions in compliance with the Payment Card Industry Data Security Standards
• Maintain dependable work attendance and flexibility with assigned work schedules
• Attend all required training and meetings and support development of training/meeting content
• Complete and support completion of required paperwork in a timely manner
• Follow all safety standards to include reporting any violations of standards
• Cross train to work in a minimum of two other areas/teams within Guest Services Division
• Train new and returning Hosts on team SOPs and processes
• Assist with other duties as assigned by Team Lead

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

Education and Experience Required

• Must be at least 18 years of age
• High school diploma or equivalent required
• Must be able to pass a typing test (score of 25 wpm or greater)
• Must be able to speak in front of a small or large group of peers
• Must be able to take initiative, self-supervising to ensure areas of responsibility are operating smoothly
• Must be able to analyze and remember information
• Must be able to organize administrative functions effectively
• Must have above average verbal and written communication skills
• Must have a minimum of one (1) year Guest services/ticket selling experience
• Must be able to operate admissions point of sale system, turnstiles, scanners, phone equipment, computer, various printers, copier, tablets, and calculator.
• Must be able to complete basic math functions including addition, subtraction, multiplication, and division
• Ability to train others in a positive yet constructive manner
• Offers of employment are contingent upon satisfactory completion of background screening

Knowledge, Skills, and Abilities

• 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
• 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 maintain a professional appearance with good personal hygiene
• Must promote and support a "team" work environment by cooperating and helping co-workers
• Must be productive in a fast-paced environment
• 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 collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
• Able to comprehend instructions and retain information
• Able to perform duties consistently while creating a safe and secure environment for hosts and guests
• Able to be flexible and handle frequent changes in priorities
• Able to add, subtract, multiply and divide with accuracy
• Must be able to communicate effectively with Guests and Hosts using approved communication methods
• Able to tolerate various temperatures while working indoors and outdoors
• Able to meet the physical demands of the job
• 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

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