Guest Relations Coordinator - Dollywood's DreamMore Resort & Spa - Full Time Year Round

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day at Dollywood Resorts, which include over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our future plans include growing our resort footprint to over 1200 rooms across five resorts at Dollywood.

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

The Guest Relations Coordinator supports the Guest Relations Manager with ensuring that the highest levels of hospitality and service are provided to our guests. They will assist department managers with resolving any escalated guest concerns or property incidents and support the implementation of property-wide strategies that deliver products and services to meet or exceed the needs and expectations of resort guests with emphasis on growing guest satisfaction, repeat visitation and overall Net Promoter scores.  They will also be responsible for all VIP and Suite 1986 coordination and act as a personal concierge to all guests staying in Suite 1986.

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 making and communicating PSC, Herschend family member and VIP guest room reservations
• Coordinate the ordering and delivery of VIP gifts/amenities, working closely with Chef to craft memorable and personal amenities
• Greet VIPs as required
• Oversee Suite 1986 inquiries, reservations, ticketing, and concierge program
• Be cross trained in rooms and non-rooms departments and capable of supporting those operating departments for short periods of time
• As a Guest Advocate, emphasize guest satisfaction during all staff and stand-up meetings and focus on continuous improvement
• Interact with guests on a regular basis throughout the resort to obtain feedback on quality of product, service levels and overall satisfaction
• Respond to guest phone calls, letters, emails and donation requests
• Provide immediate assistance to guests as necessary, resolves problems/complaints to satisfaction of guests, communicates actions to appropriate departments and follows up as required
• Identify and communicate property specific safety/security risks
• Act as a Lobby Ambassador during peak arrival times
• Ensure a positive work environment for all Hosts, and high levels of Host engagement and job satisfaction
• Special projects as directed by Guest Relations Manager or General Manager

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

Education and Experience Required

• High school diploma or equivalent.
• Requires a knowledge of hotel/resort operations with specific focus in rooms operations
• Intermediate computer skills including working knowledge of Microsoft applications
• Must successfully pass a background check, drug test and obtain a TN driver’s license

Knowledge, Skills, and Abilities

• Must display and live out Lead with Love qualities strongly rooted in the Dollywood Company culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed
• 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 able to 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 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
• Must have manual dexterity necessary to complete all job duties
• Able to sit and/or stand for long/short periods
• Able to be productive in a fast-paced, dynamic environment
• Able to be flexible to handle frequent changes in priorities
• Able to add, subtract, multiply and divide with accuracy
• Able to lift up to 50 pounds, with assistance
• Able to communicate effectively using standard English grammar and punctuation
• Able to tolerate a fast-paced, hectic environment

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.