Ticket Service Support Host - Dollywood Theme Park - Full Time Seasonal

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 a Ticket Service Support Host 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. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. The right Ticket Service Support Host checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

Ticket Service Support Hosts create 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 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
• Support and coach Hosts with our guest services policies as it relates to complaints and refunds
• Effectively perform the following duties and responsibilities:
• Train new Hosts on General Safety Standards, policies, and procedures by completing the outlined training plan
• Serve as "Person In Charge" for the Admissions areas
• 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 a dependable work attendance and flexibility with assigned work schedules
• Attend all required training and meetings
• Complete required paperwork in a timely manner
• Follow all safety standards to include reporting any violations of standards
• Cross train to work in other positions in support of TimeSaver operations to include (but not limited to) TimeSaver sales, Door Greeter, and Show Reservationist
• Train new and returning Hosts on team SOPs and processes

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
• Must be able to analyze and remember information
• Must be able to organize administrative functions effectively
• Must be able to read/write, comprehend instructions and communicate in English
• 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
• Pass a pre-employment drug screening and background check

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
• 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 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 be productive in a fast-paced, dynamic 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
• Must show appreciation of others
• Able to get along with other employees to work out problems and resolve conflicts
• 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 add, subtract, multiply and divide with accuracy
• Able to communicate effectively using standard English grammar and punctuation
• Able to tolerate various temperatures while working indoors and outdoors
• Able to tolerate detergents and chemicals
• 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
• Must have manual dexterity necessary to complete all job duties
• Able to react quickly to emergency situations
• 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
• 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 using standard English grammar and punctuation
• Able to tolerate various temperatures while working outdoors
• Able to meet the physical demands of the job
• Able to lift 50 lbs
• Able to be subjected to periodic random drug screening as outlined by Dollywood policy

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 ideas and decisions from all people support our efforts to be relevant in an ever-changing world.