Culinary Services Operations Manager - Dollywood Theme Park - Exempt

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 candidates who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It’s not a difference you can touch or see - it’s a difference you can feel. We are seeking a Culinary Services Operations Manager for Dollywood Resorts who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand.

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. We seek an individual who can bring the vision of the resorts to life. The right Culinary Services Operation Manager checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

Manage multiple culinary team business units by developing, auditing and maintaining quality food service operations to include maximizing guest satisfaction, employee satisfaction, safety and profitability. All of this will be done in a manner consistent with the mission, values and standards of the Dollywood Company.

Summary of Essential Functions and Responsibilities

• Providing creative leadership in the development and implementation of all assigned culinary operations including restaurants, concessions, production, delivery and research & development.
• Lead, mentor, engage and develop teams to maximize their contributions, including assessing, coaching, and managing performance.
• Assist the Culinary Team with new product implementation, ensuring the highest product quality. Ensure equipment is working properly, ensuring highest quality product is produced and approved presentation is achieved.
• Coach employees (Hosts) by creating a shared understanding with the goals that need to be accomplished and how to execute.
• Establish and maintain an environment that results in positive employee relations by practicing Lead with Love Principals. Rewards and recognizes hosts.
• Perform timely evaluations of direct reports.
• Keeps Foods Labor Management Supervisor updated on staffing needs and clearance reports.
• Create and implement plans that develop qualified Assistant Team Leads and Front Line Hosts, resulting in a high promotion rate from within The Foods Division.
• Increase revenue and profit per person by managing inventory levels and budgets, including expense controls with food, beverage, labor, and functional supplies for multiple concepts. Ensures Cost of Goods and P&L reports are reconciled on time.
• Guarantee onboarding process for new hires and rehires is followed.
• Oversee daily POS training, monitor cash handling procedures to ensure procedures are followed, follows up on all cash handling discrepancies.
• Conduct daily safety and sanitation audits to ensure appropriate Dollywood, Start Fresh, Sevier County Health Department, and ServSafe procedures are followed so that we maintain a safe environment for all hosts and guests.
• Ensure any issues classified as “critical” by the Sevier County Health Department are repaired within 10 working days.
• Interact and assist with other divisions.
• Handle issues and monitor park operations as the Culinary Services PIC.
• Be available and willing to work in different positions and locations on park.

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

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 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 outdoors.
• Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
• Able to meet the physical demands of the job.
• Able to display and live out Lead with Love qualities strongly rooted in the Dollywood culture by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed.
• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.
• Able to have manual dexterity necessary to complete all job duties.
• Work varying hours and at different areas when needed.
• Able to hear and speak clearly to include use of PA system and two-way radio.
• Must have manual dexterity necessary to complete all job duties.
• Able to thrive in a fast-paced, dynamic environment and be able to prioritize tasks and complete assignments on time.
• Able to wear all PPE as required.
• Able to work in 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.
• Must be able to lift 30 pounds with or without 2-person lift. 30 pounds require a 2-person lift.
• Must take Start Fresh training, as well as implement all safety aspects of Start Fresh training
• Must be able to work and tolerate temperatures ranging from 0 to 120 degrees.
• Must comply with all Health Dept., Serv Safe, and Company regulations pertaining to Food Safety Handling Procedures.
• Writing to do daily, weekly, and monthly paperwork.
• Reading and comprehension to understand recipes, menus, COS, P&L’s, budgets, transfers, schedules, policies, procedures, written communications, and vendor bids and contracts.
• Making correct decisions based on analyzing information.
• Operating Point of Sale System to assist and train new employees.
• Operating various culinary equipment to assist and sufficiently serve guests and train employees.
• Ability to tolerate noise in work environment.

Education and Experience Required

• College degree required. Degree in Culinary, Food Service Management, or Hospitality preferred. Extensive practical experience would be considered in lieu of educational degrees.
• Three years multi-unit fast food or full-service restaurant management experience with a minimum of $6,000,000 in revenue and oversight of at least 100 employees required. Experience in the theme park, attraction, concession, tourism, hospitality or entertainment industry preferred.
• Proven track record of successfully developing teams and individuals.
• ServSafe Food Certified or the ability to obtain certification
• Working knowledge of common office software such as word processing, presentation design, and spreadsheet software required.
• Must have, or have the ability to obtain, a TN driver’s license and state required auto insurance.
• Must be able to pass a background check and drug screen

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.