Bell Captain - Dollywood's Heartsong Lodge & Resort - Full Time Year Round

Job Summary

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across Dollywood Resorts which includes over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our plan is to grow our resort footprint to over 1200 rooms across five resorts at Dollywood and to add other resorts to our overall company resort portfolio.

Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a Bell Captain who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand and our region.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our hosts, guests, and community while simultaneously ensuring the success and profitability of our unique culinary offerings. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to their life and work. We are seeking an individual who has the ability to bring the vision of the Dollywood Resorts to life. The recipe for the right Bell Captain will be equal parts curious learner, innovator, administrator, mentor and motivator.

The purpose of the Bell Captain is primarily responsible for the supervision of all doorman, bell/valet desk staff activities and upkeep of desk area. The Bell Captain is also responsible for welcoming all guests to the Resort while adhering to Dollywood Company standard at all times.

Summary of Essential Functions & Responsibilites

• Greet and open doors for guests in a friendly and courteous manner.
• Checks at pre-shift for daily specials, forecast, VIPs, group activity, Department/Customer Service/Safety training and ensure all are communicated to the staff.
• Organize and develop a well-trained, efficient staff whereby, when promotions are available, qualified individuals are available.
• Responsible for host satisfaction as measured by Great Place to Work survey results.
• Foster good relations with the trolley, taxi services, tour and travel companies, limo services, etc. to provide the maximum level of quality service.
• Comply with and ensure all staff follows all Dollywood Company, departmental, local and Federal safety requirements, including training and SOP sign-offs are in place.
• Produce weekly work schedules within budget guidelines and complete weekly department payroll.
• Responsible for achieving budgeted valet parking revenue.
• Maintain a clean and organized workstation to maintain a safe and sanitary environment in compliance with all Dollywood Company, Local, and Federal requirements, including front entrance, bell stations, baggage room, baggage carts, driveway, sidewalks, porte cochere, porches, etc.
• Responsible for improving guest satisfaction with services of his/her team (e.g. Friendliness of Bell/Valet, Doorman Hosts, check-in efficiency, etc.).
• Enforce/administer all Dollywood Company and departmental policies regarding grooming, uniforms, nametags, conduct, call-ins, tips reporting, etc.
• By hand or use of baggage carts, transfer luggage and packages to and from rooms, vehicles and/or loading areas.
• Assists with employment interviews, scheduling, performance evaluations, training, meetings and coaching as needed.
• Answer guest inquiries about Resort services and in-house events, etc. Provide guests information about local features such as shopping, dining, nightlife, and recreational destinations.
• Issue claim checks when requested to valet automobiles or store guest luggage/items. Return guest automobile, luggage/items upon receipt of claim checks.

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

• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work.
• Able to meet the physical demands of the job.
• Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
• Able to tolerate various temperatures while working outdoors.
• Must be self-motivated and disciplined.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Must be able to move swiftly throughout duration of shift.
• Able to be flexible to handle frequent changes in priorities.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must show appreciation of others.
• Able to communicate effectively using standard English grammar and punctuation
• Able to comprehend instructions and retain information.
• Must be committed to continuous improvement.
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
• 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.
• 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.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must be able to be productive in a fast-paced, dynamic environment.
• Must be able to prioritize and complete work assignments on a timely basis.
• Able to stand, walk and talk for the duration of the shift.
• Able to get along with other employees to work out problems and resolve conflicts
• Able to add, subtract, multiply and divide with accuracy.
• Must be able to lift and push up to 50 pounds, while frequently bending, twisting, reaching and pulling throughout shift.
• Must have professional appearance with good personal hygiene.

• A valid driver’s license and clean driving abstract is required.
• Basic computer skills a must.
• Must be at least 18 years old.
• The ability to drive a manual transmission is required.
• Must be able to successfully pass a background check and drug screen.
• Proficient in training, coaching and counseling, minimum two years’ preferred.
• Two or more years of bell/valet captain, or related experience required.
• High school education or related experience
• Two years’ experience hiring, training, supervising staff of 10 or more.

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.