Front Desk Supervisor - Dollywood's HeartSong Lodge & Resort - 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 Front Office Supervisor 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 Front Office Supervisor checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The role of the Front Office Supervisor is to assist with the supervision and coordination of the front office operations including front desk, ticketing, guest services, and telephone operations. Leads a team of Hosts by championing the Resort’s guest service standards and values. Plays an active role greeting and welcoming guests while promoting and delivering exceptional guest service.

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

• Displays effective communication by providing direction, coaching, mentoring, training, support and development of staff through timely and specific feedback and recognition
• Responsible for improving guest satisfaction with services of his/her team (e.g. Problem resolution, Friendliness and Knowledge of front office staff, check-in efficiency, etc.)
• Assists with the development and execution of labor-saving plans
• Organizes and develops a well-trained efficient staff in an environment where promotion opportunities exist
• Assists Front Desk Manager with managing room’s matrix and inventory with the goal of maximizing daily Revenue per Available Room (RevPAR)
• Able to creatively problem-solve and accommodate general and unique guest requests
• Assists in developing a work environment where Hosts feel valued their contributions are recognized
• Coach and counsel employees to reflect The Dollywood Company standards and procedures
• Able to perform all front office tasks as needed
• Ensure daily front office policies and procedures are completed
• Maintain excellent communication with all hotel teams
• Subject matter expert with room rates, specials, packages, and programs
• Ensures all front office staff are properly trained
• Analyze, investigate, and resolve guest complaints
• Creates and maintains a warm inviting guest experience at the front desk and Porte cochere 
• Ensures high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in customer loyalty, referrals and repeat business
• Manages and reviews all schedules
• Establishes an environment where Hosts are empowered to take care of the guest
• Ability to work a variety of days and early/late hours
• Assist Front Desk Manager with human resource functions including hiring, training, and scheduling
• Assists management reconcile OTA’S and travel agents’ commissions
• Comply with and ensure all staff follow Dollywood Company policies and procedures
• Ensure all on the job training has been completed and signed off
• Ability to coach hosts regarding Dollywood’s operational policies for grooming, uniforms, nametags, conduct, call-ins, etc
• Maintain knowledge on all emergency procedures
• Represents the front office operations in pre-convention meetings, and communicates important group information to teams
• Maintains the front lobby area, ensuring cleanliness at all times
• Comprehensive knowledge of the park’s hours and special events
• Maintains current knowledge of events in the area, points of interest, and area services
• Leads monthly front desk, guest services, and telephone operations staff meetings
• Serves as the manager on duty when needed

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

Education and Experience Required

• High school diploma or equivalent
• Post-secondary education in hospitality, hotel management, tourism, or business preferred
• A minimum of 2 years progressive supervisory experience within the front office of a Resort/hotel preferred
• Must possess high energy with an entrepreneurial spirit while being a motivational leader who masters effective communication with a goal of providing exceptional guest service with the ability to always improve
• Requires advanced knowledge of computer applications including Microsoft Office applications with the ability to learn Resort based computer programs and applications
• Must successfully complete post-employment offer background screening and drug test
• Previous experience in a hospitality environment strongly preferred
• Must be at least 18 years of age
• Must be able to successfully pass a background check and drug screen

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 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
• Must be able to lift and push up to 50 pounds, while frequently bending, twisting, reaching and pulling throughout shift
• Able to stand majority of the shift

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.