Pay Rate TBD
Job Level Management
Shift Full-time
Category Professional


Corporate Services


This position is responsible for the supervision and coaching of reservations agents and the organized, efficient operation of the Reservations Office.  This position is responsible for outbound call/sales initiatives for Reservation sales. The Reservations Office is responsible for booking company-wide reservations for our properties which includes, but is not limited to the Hershey Lodge, The Hotel Hershey, The Spa at the Hotel Hershey, Melt Spa, Dining, The Golf Collection, and Hersheypark.

Job Functions (Items marked with an asterisk are essential functions of this position):

  • Provide supervision and ongoing performance coaching, quarterly reviews, annual reviews and coach & counsel reservations agents, as necessary.*
  • Analyze customer data to develop and implement outbound calling initiatives; participate in and/or delegate plans to reservations agents to implement plans*
  • Perform reservation agent duties when telephone call volume warrants providing information about the Hershey destination, introduce rates, package plans, events, promotions, attractions, and availability and to close a sale over the telephone.*
  • Handle guest complaints and determine validity and compensation value for dissatisfied guests..*
  • Communicate and train inbound and outbound sales team on offers and selling techniques to drive revenue.*
  • Perform other duties as assigned.*


Basic Qualifications:

  • Minimum of 2 years of related experience.
  • Minimum of 1 year supervisory experience.
  • 18 years of age or older.
  • Completion of high school or GED

Additional Qualifications:

  • Industry Experience - Hospitality/Tourism
  • Skilled in the use of Microsoft Office applications, including Excel and Word.
  • Degree in Hospitality Management, Tourism, or Business Preferred
  • Excellent problem solving skills
  • Excellent written and verbal communication skills
  • Proven employee and customer service experience/skills
  • Ability to motivate and interact with employees

Physical Demands & Working Conditions

  • While performing the duties of this job, the employee is required to:
  • Finger Dexterity
  • Hand/Eye Coordination Frequent (34-66%)
  • Sitting Constant (>67%)
  • This job regularly requires verbal communication of detailed information to others either by phone or in person.
  • Position is hybrid of remote and in-office with majority of time in remote, at-home setting.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Hershey Entertainment & Resorts is an Equal Opportunity Employer