Guest Services Supervisor - 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 a Guest Services Supervisor 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.

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 Guest Services Supervisor checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Guest Services Supervisor is responsible for leading all aspects of assigned areas, including hiring, training, supervising, developing and evaluating Team Leads, Safety Trainers and Front-Line Hosts. The Guest Services Supervisor is also responsible for achieving safety, friendliness, cleanliness, line speed/throughput and financial goals, as well as serving as the Person in Charge (PIC) for the Operations Team. All of this will be done in a manner consistent with the mission, values, operating philosophies, and standards of the Dollywood Company.

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

• Assist with developing, implementing, monitoring and controlling operating budgets for areas of responsibility.
• Ensure direct reports understand and operate within financial goals, developing and executing action plans to address business shortfalls.
• Interview, hire, develop, train, assist, supervise and evaluate Hosts to include Guest Trams, Resort Transportation, Host Transit, Parking Lot Operations, Toll Operations, Guest Service Windows, Admission Ticket Booths, on-park Season Pass sales, Turnstiles, Groups Booth, Lost & Found, Doggywood, TimeSaver, Incentive programs and provide support to partnering teams at Dollywood’s Splash Country, DreamMore Resort, HeartSong Lodge and Sales & Service Center as needed.
• Assist with planning, organizing and implementing processes, to greatly exceed guest expectations and cooperatively support Marketing/Resort attendance objectives, sales programs, park events, group transportation and ticketing promotions.
• Develop and prepare written training manuals including sales, accounting procedures, applicable DOT & FMCSA regulations and support to Telemarketing, Research and Database programs.
• Recognize and resolve conflicts in a timely manner.
• Train and develop Team Leads, Safety Trainers and Hosts by educating, coaching empowering and providing feedback to ensure accountability
• Proactively monitor incoming area lines and immediately respond to volume to ensure that all potential guests are greeted and assisted within approved service objectives and in a timely fashion.
• Proactively monitor all areas for procedure compliance and applicable regulatory compliance. Coordinating actions with partners in Human Resources, Safety and Maintenance Teams, in addition to reviewing DOT and FMCSA regulations prior to making operational procedure changes.
• Evaluate operational efficiency in a timely and accurate manner to guide future decision making.
• Participate in cross training and support of Team objectives, to include functioning in the role of Department and/or Park Host in Charge.
• Coach and empower others, provide feedback to the team, and ensure accountability of team members for results.
• Implement Dollywood Safety Procedures to include developing and enforcing Safety Standards, Training Procedures and Emergency Procedures.
• Implement approved accounting procedures for sales to ensure all revenue is collected, properly recognized and balanced daily.
• Develop, maintain and communicate reporting as directed.

• Create a positive first and last impression for park visitors through guest service, friendliness and attention to detail within all areas of responsibility.

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

Education and Experience Required

• Must be at least 21 years of age and have a valid driver’s license with proof of auto liability insurance.
• Ability to acquire Class C CDL with passenger endorsement within one year of hire preferred.
• High School diploma or equivalent required.
• College degree in Business Management, Communications, or Tourism or similar preferred.
• At least 1 year of experience in ticket sales is preferred.
• Experience with VivaTicket BOS ticketing software preferred.
• Successful completion of a post-employment offer background check, credit check and drug test.
• At least 1 year of experience supervising 50 or more people in the theme park/gated attraction/hospitality/transportation industry preferred.
• Mature professional judgement to establish guest procedures and support hosts while providing solutions to guest requests.
• Above average math skills for sales programs, balancing, transactions, revenue plans and budgets.
• Ability to analyze situations and make decisions utilizing consultative decision-making, when appropriate.
• Practice flex leadership and professional management skills.
• Proven ability to establish a climate in which others are motivated to succeed.
• Good written and verbal communication skills. Must be able to write reports with clear and concise wording.
• Strong organizational skills to be able to coordinate multiple tasks.
• Experience working with computers and computer software, especially Microsoft Office Suite.

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 consistently while creating a safe and secure environment for hosts and guests.
• Able to be flexible and 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 work outdoors.
• Able to operate/drive a company vehicle with valid driver’s license and insurance.
• Able to meet the physical demands of the job.
  

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.