Housekeeping Manager

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

Summary of Essential Functions & Responsibilities

• Collaborate with Executive Housekeeper to maintain and evaluate cleanliness standards according to established resort housekeeping procedures by regularly completing guest room and public area inspections. Works with the housekeeping supervisor, room inspectors and Hosts to maintain standards and consistency.
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction.
• Collaborates and communicates with both Front Office and Engineering regarding the status, condition and functionality of guest rooms. Reports defects. When required, place rooms out of order when engineering work is required and reinstates once completed.
• Communicates a clear and consistent message regarding the housekeeping goals by providing direction, coaching, mentoring, correction, training, support and development of Hosts through timely and specific feedback and recognition.
• Understands, complies with and able to implement safety and security policies and procedures for a safe work environment, safe work practices (chemicals, floor equipment, et. al), and guest safety and security.
• Assists the Executive Housekeeper with monitoring, planning, payroll costs, budgets and forecasts. Assists in performing human resource functions for Hosts, including recruiting, onboarding, training, scheduling, payroll and appraising performance.
• Performs quarterly, monthly, and daily inventories of housekeeping and cleaning supplies, linens, chemicals, et al. Assists in ordering operating/guest room supplies once inventories are completed.
• Performs overall supervision of linen storage closets, supply areas, and other storage areas by conducting tours of the areas daily.
• Prepares a variety of reports detailing room status, special request items, and occupant information. Distributes reports accordingly and makes sure to process special requests.
• Verifies all VIP and group arrivals if they have not checked into the property when reports are completed.
• Assists in recording and tracking the daily housekeeping statistics.
• Maintains inventory and control of room keys; distributes keys to authorized staff.
• Maintains the lost and found system for items found throughout the property. Stores and logs items. Maintain records when items are returned to owners.
• Resolves guest concerns to ensure complete satisfaction.
• Acts in the role of Executive Housekeeper in his/her absence.

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

Education and Experience Required

• Requires a work history that clearly displays a thorough knowledge of best practices and procedures in hospitality housekeeping
• At least three (3) years of directly related housekeeping experience
• At least one (1) year of previous management/supervisory experience
• Basic computer experience along with experience with property management systems required. Experience with Opera preferred
• Must have prior experience with and/or training in proper housekeeping safety procedures (SDS/MSDS, chemical disposal, bloodborne pathogens, hazard communication, etc.)
• Bilingual English/Spanish speaking and writing skills are preferred
• Must successfully pass a post-employment offer background check, drug screen and obtain a TN driver’s license
• High school diploma or equivalent
• Must be at least 18 years of age

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 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 meet the physical demands of the job.
• Able to communicate with guests and employees in a clear, professional manner.
• Able to lift at least 30 lbs. without assistance.
• Able to push/pull weight of up to 100 lbs.
• Able to adhere to proper Housekeeping safety procedures (SDS/MSDS, chemical disposal, blood borne pathogens, hazard communication, etc.).

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.