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

Knowledge, Skills, and Abilities

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.