Job Summary:

The Helping Hand position supports all Dollywood Park operation by being prepared to operate register systems, turnstiles, key operational rides and is flexible to fill roles that are needed on a daily basis.

Summary of Major Duties & Responsibilities:

• Support the operations of Dollywood parks by working in a variety of roles that best help daily staffing needs. This includes fulfilling the duties and descriptions of jobs including but not limited to, Attractions, House and Grounds, Merchandise, Admissions, Amusements, and Food Service.
• Keep ride/attraction area clean.
• Work varying hours and at different areas when needed.
• Greet guests and initiate friendly interaction. Provide guest excellence which exceeds expectations, answer questions and provide park information.

Effectively perform ticket sales process to include (but not limited to): 

• Selling tickets and completing reservations on a computerized ticketing system.
• Selling and processing Season Pass vouchers and Photo I.D.s
• Process credit card ticket purchases.
• Perform defined accounting procedures for ticket sales, restaurants or merchandise shops to include:
• Register opening and closing procedures.
• Management of cash funds, deposits, and credit card balancing to ensure all revenue is collected and balanced daily.
• Support Group Sales fulfillment, adjustments, and ticketing.
• Collect information to support Marketing Database and research programs.
• Effectively perform ticket scanning process for park admission to include (but not limited to): 
• Assist guests with the scanning of all tickets into the computerized system.
• Verify Photos of all Passholders.
• Check all Host and Dependent I.D.’s at gate.
• Assist with the facilitation of lines at the Season Pass Center, Exchange, and the Emporium Exit to reduce the Guest wait time.

• Attend all required training classes, Guest Service seminars, POS training, safety training and/or meetings.
• Complete required paperwork in a timely manner.
• Maintain confidentiality at all times.
• Provide prompt, courteous attention to guest orders while serving and/or preparing high quality food for our guests’ enjoyment.
• Taking orders, serving food, the ability to measure ingredients, understand time and temperature tables and record information, answer guest questions about menu items and pricing, and proper cash handling procedures.
• Stocking and organizing work area, proper pulling, delivery, rotation, and storage of product.

Guest Excellence

• Greeting each guest with a cordial greeting.
• Treating each guest as an individual.
• Providing continuous service and attention to details.
• Initiate Friendly Interaction
• Ensuring Guest satisfaction.
• Suggestive selling.
• Thanking guests.
• Maintain a sense of urgency towards my area of operation to reduce the guest wait time.

Employee Excellence/Expectations

• Ensuring that costumes are to be neat, clean and appropriately worn at all times while on Park.
• Maintaining good personal hygiene.
• Being available to work various and flexible hours. Employees may be asked to work past their scheduled shift.  On slow days employees may be sent home after 3 hours or called off for the day.
• Being willing to work at different locations on Park.
• Using equipment such as, but not limited to, cash registers, guest ordering systems, grills, fryers, steam kettles, drink machines, dough machines, ovens, warmers, popcorn machines, ice cream machines, knives, slicers, wedgers, rolling carts, carrying trays, tray jacks, dishwashers, bus tubs and carts, dollies, brooms, mops, vacuum etc.

Job Satisfaction/Development

• Be able to answer guest questions concerning Park layout and menu item availability.

Safety

• Follow all safety standards to include reporting any violations of standards.
• Understand and practice safe food handling at all times.
• Be an active participant in safety issues relating to personal safety and the safety of fellow hosts and guests.
• Operate ride controls/control panels in all weather conditions.
• Verbally communicate and enforce Safety rules.
• Steady guests while entering/exiting ride vehicles during evacuations.
• Operate ride controls/control panels in all weather conditions.
• Verbally communicate and enforce Safety rules.
• Steady guests while entering/exiting ride vehicles during evacuations.
• Inspect harness and other safety equipment prior to use.
• React calmly and quickly in stressful/emergency situations. Physically assist Guests throughout the ride/attraction as required.
• Visually observe guest actions during ride operations to prevent safety hazards.
• Visually ensure guests are not adjusting safety equipment and observe actions to prevent safety hazards while on ride/attraction.
• Complete required safety paperwork on a daily basis
• Inspect harness and other safety equipment prior to use.
• React calmly and quickly in stressful/emergency situations. Physically assist Guests throughout the ride/attraction as required.
• Visually observe guest actions during ride operations to prevent safety hazards.
• Complete required safety paperwork on a daily basis
• Visually ensure guests are not adjusting safety equipment and observe actions to prevent safety hazards while on ride/attraction.
• Complete ride/attraction safety ride-a-round/walk through if/when required.
• Properly train to follow all centralized measuring guidelines.
• Maintain confidentiality at all times.
• Follow all safety standards to include reporting any violation of standards.

Profit and Contribution

• Follow all procedures/standards affecting financial standing such as portion control, suggestive selling, clocking in/out properly, and completion of tasks in a timely and accurate manner.

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

Personality/Attitude Requirements:

• Must be able to project Dollywood’s image by being genuinely friendly and caring and by taking pride in their work.
• Must be self-motivated and disciple
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must display and live out Servant Qualities by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed.
• Must be willing to constantly /improve.
• Must smile, maintain eye contact and must be aggressively friendly.
• Must have professional appearance with good personal hygiene.
• Friendly, outgoing, polite, courteous, honest, dependable, mature, positive attitude and good judgment to make sound decisions.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Must adapt to changes easily.
• Must tolerate a fast-paced, hectic environment.
• Must show appreciation to others.
• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.
• Must be able to remain attentive and alert

Essential Functions Necessary To Perform Job Duties:

• Able to display and live out Servant Qualities by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed.
• Able to hear, see and speak clearly to include use of PA system and two-way radio.
• Able to speak, read and write English.
• 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 sit and/or stand for long/short periods.
• Able to bend/twist and turn to complete all job functions.
• Able to push/pull to complete all job functions.
• Able to maintain good personal hygiene.
• Able to get along with other employees to work out problems and resolve conflicts. (Able to work cooperatively with others.)
• Able to comprehend instructions and retain information.
• Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Able to tolerate a fast-paced, hectic environment.
• Able to be flexible to handle frequent changes in priorities.
• Able to prioritize tasks and complete assignments on time.
• Able to work outdoors.
• Able to tolerate temperatures from 140 to -5 degrees Fahrenheit.
• Able to lift 30 lbs. – 50 lbs.
• Able to wear a full body safety harness and climb up to a 200 foot lift in order to perform inspections, conduct ride evaluations and host training.
• Able to climb evacuation steps and maintain good balance.
• Able to operate/drive company vehicles and have a valid driver’s license with proof of auto liability insurance
• Able to ride all rides/attractions which require a physical ride through inspection.
• Willing to work in any assigned area of Attractions and perform other functions as assigned.
• Able to wear all PPE as required.
• Able to tolerate all chemicals/detergents utilized in the area.
• Able to be subjected to periodic random drug screening as outlined by company policy.
• Able to report to work without being under the influence of or smelling of alcohol.

Educational and Experience Requirements:

• High School Degree or equivalent. Degree preferred
• Must be at least 18 years of age
• Must have a valid driver’s license with proof of auto liability insurance (applies to SkyZip only).
• Able to memorize written safety standards and/or scripts.
• Ability to read/write, comprehend instructions and communicate in English.
• Submit and Pass a pre-employment drug screening and background check.
• Must be able to operate ticket and season pass equipment, turnstiles, scanners, phone equipment, copier, facsimile, and calculator.
• Must be able to learn computer, computer scanning equipment, and printer equipment.
• Minimum of one (1) year Ticket selling experience, or must be able to pass both Math test and Typing test (score of 35 wpm or greater).
• Excellent verbal communicator – accurate, consistent and detailed.
• Prior cash handling experience preferred.
• Prior sales experience preferred.