Guest Experience Supervisor - 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.

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

The Guest Experience Supervisor is responsible for overseeing all Resort Entertainment events and festivals on property, along with the coordination of all recreation facilities and activities related to Camp DW. This role will ensure alignment with Dollywood’s Entertainment team by exceeding the guest experience while following the brand standards of Dollywood’s Parks and Resorts. Able to build and support the areas goals to improve the guest’s overall value and satisfaction (NPS) by creating strong partnerships for the Lodging, Entertainment, Special Events and Marketing teams. Champion communication by coordination and ensuring execution of special events and festival overlays (such as Flower and Food, Harvest, Christmas, New Year’s Eve and other special events as they arise).

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.

Summery of Essential Functions and Responsibilities 

• Partner and align with DW Entertainment, Special Events and Marketing teams for festival activations and artist bookings
• Coordinate all entertainment associated with events and booked artists along with activities associated with the Camp DW recreation and facilities
• Ensure all activities and entertainment align with the brand standards of DW Parks and Resorts while fulfilling the guest experience
• Ensure that recreation facilities are operated and maintained effectively
• Plan and prepare facility schedules for the weekly events
• Communicate program and activity events appropriately throughout the resort and Dollywood by means of email, calendars, memos and direct interdepartmental communication
• Effectively perform safety training meetings and hospitality trainings to meet or exceed company requirements
• Assist in the P&L and budget process to ensure profitability of the department
• Maintain a friendly and cooperative atmosphere of openness, participation, accountability, appreciation and flexible leadership that invites Hosts to do their best
• Schedule staffing to support the resort needs as well as guest experience
• Oversee the organizational aspects of all areas and help keep track of inventory
• Resolve employee conflicts and complaints while holding hosts accountable
• Assist with creation, planning and execution of new programs
• Be prepared to answer guest questions and be a representative of the recreation department when dealing with guest opportunities, complications, or unexpected situations

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

Education and Experience Required 

• High school diploma or equivalent. Some college preferred
• Three (3) years of experience working in a similar capacity in the lodging industry
• Ability to supervise others and provide motivation and leadership
• Must be at least 18 years of age
• At least 6 months of job-related experience, including events coordination and planning
• Intermediate computer experience with working knowledge of Word, Excel, Outlook and PowerPoint software
• Knowledge and management of operation of recreation facilities and equipment
• Knowledge of emergency procedures, First Aid and CPR
• Must successfully complete post-employment offer 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
• Able to lift, carry and manage equipment and supplies weighing up to 30 pounds
• Able to participate in all activities and train others to do so

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.