Opportunities at AHTA

Employee Support Supervisor

Hershey Lodge

Hershey Lodge

People & HR, Customer Service, Operations
Hershey, PA, USA
Posted on Thursday, November 16, 2023

Employee Support Supervisor

Job Category: Amusement Park Operations
Requisition Number: EMPLO001261

Posting Details

    • Posted: December 26, 2023
  • Full-Time
  • Rate: per hour

Job Details


This position will assist full-time department managers in overseeing daily Employee Support functions focused on employee staffing, employee administration, and call center operations at Hershey Entertainment Complex for the following departments: Attractions, Food & Beverage, Games, Guest Experience, Retail, Safety & Security, Utilities, and Wardrobe. In this role, team members will be responsible for coaching and supervising a team of up to 15 during daily operations. This position will be a key leader within the team and serve in the capacity as a supervisor/manager on duty during some of the shifts.

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

  • Coordinate, oversee, and execute daily operations during shifts to ensure the team is following all approved SOPs (standard operating procedures), and provide department/operational managers and employees with exceptional service and timely responses.*

  • Provide positive leadership and oversight to Employee Support operation team members; act in the capacity as a supervisor/manager on duty, and be able to adapt to changing needs and opportunities.*

  • Assist with the new employee onboarding process, utilizing our new hire process and providing continuous feedback to managers on employees.*

  • Provide oversight in handling a high volume of incoming and outgoing phone calls as well as greeting and assisting employees, parents, and department managers as it pertains to their employment, availability, and schedules.*

  • Provide training and coaching to team members by using scheduling and timekeeping software (Kronos) to ensure all procedures and processes are followed, ultimately ensuring employees are scheduled and paid correctly.*

  • Identify, evaluate, and resolve employee schedule and attendance opportunities by using past practice and approved guidelines. Provide leadership and assist the front office team, diffuse challenges with team members, and find positive outcomes for all involved.*

  • Oversee the creation of daily staffing reports, which involves pulling information from scheduling systems and internal databases and sorting information within Microsoft Excel prior to disseminating the sheets to department managers.*

  • Assist with the coordination of supplemental staffing programs; such as 501C3 Volunteers, Casual Event Employees, Contracted Team Members and internal volunteers.*

  • Assist with interview sessions and maintaining accountability of all new hire information to ensure effective hiring practices and onboarding processes and participate in recruitment opportunities.*

  • Perform other duties as assigned.


  • Minimum of 1 years of related experience.

  • Industry Experience - Hospitality/Tourism, Amusement Park, Human Resources

  • Minimum of 1 year supervisory experience.

  • 18 years of age or older.

  • Completion of high school or GED

Knowledge, Skills, and Abilities:

  • Proficient working with details on a daily basis for prolonged periods of time.

  • Skilled in the use of Microsoft Office applications, including Excel and Word.

Job Demands:

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

  • Climbing Ladders Occasional (<33%)

  • Reaching Forward Occasional (<33%)

  • Climbing Stairs Occasional (<33%) (ft maximum height)

  • Lifting Occasional (<33%) (lbs maximum weight)

  • Reaching Overhead Occasional (<33%)

  • Finger Dexterity Frequent (34-66%)

  • Hand/Eye Coordination Frequent (34-66%)

  • Stooping Occasional (<33%)

  • Bending Occasional (<33%)

  • Sitting Frequent (34-66%)

  • Standing Occasional (<33%)

  • Walking Occasional (<33%)

  • Must be able to speak and read the English language.

  • Substantial movements (motions) of the wrists, hands, and/or fingers (Repetitive motion).

  • The position is subject to both environmental conditions. Activities occur inside and outside.

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









Licenses & Certifications

You are using an unsupported browser.

To use this site, please use a supported browser.