What are the responsibilities and job description for the Resort Phone Operator - Dollywood's HeartSong Lodge and Resort - Part Time Year Round position at The Dollywood Company?
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 Phone Operator 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 Phone Operator checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.
The purpose of the Phone Operator is to operate the property switchboard in a welcoming, genuine, efficient, courteous, and professional manner. Assist with answering guest text messages in a timely manner and front office clerical support.
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
- Answers and directs all incoming calls and in-house calls received on the main switchboard console promptly and efficiently. Takes messages as required and delivers accordingly
- Answers guest’s text messages in a timely manner
- Monitors HotSOS tickets for timeliness in responding and resolving
- Makes hospitality calls for new arrivals nightly
- Follows up on all guests requests and/or concerns in log
- Enters wake up calls into PBX system and prepares call sheets
- Handles all incoming faxes to the Front Office fax machine and ensures proper delivery
- Sends faxes as needed. Maintains the fax log
- Identifies telephone equipment problems and contacts appropriate technicians
- Prepares various reports and charges, including telephone and movie charges
- Troubleshoots guests’ difficulties with the telephone system
- Assists Front Desk in minor functions
Management reserves the right to change and/or add to these duties at any time
Education and Experience Required
- This position requires a minimum formal education of some high school
- Minimum of one-year job-related experience
- Requires ability to interpret/extract information and/or perform arithmetic functions
- Must be have excellent oral and written communication skills
- Must be able to handle multi-line phone system
- Basic computer knowledge and usage preferred
- Must pass a pre-employment background check
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 at least 25 pounds
- Able to multi-task and answer several phone lines in quick succession
- Able to respond to guest questions and requests in a polite, friendly manner
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.
