Executive Housekeeper - Dollywood's Heartsong Lodge & Resort - Exempt

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 an Executive Housekeeper for Dollywood’s HeartSong Lodge & Resort 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 resorts. 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 checklist for the right Executive Housekeeper will include equal parts curious learner, innovator, administrator, mentor and motivator.

The Executive Housekeeper is tasked with providing direction for all housekeeping and laundry operations for the 302-guest room Dollywood’s HeartSong Lodge & Resort. This role will cultivate an environment of constant improvement while ensuring we consistently deliver the highest levels of cleanliness, attention to detail, product condition and service to our resort guests. The Executive Housekeeper is also responsible for achieving budgeted financial results and responsible for creating an environment leading to high levels of Host and guest satisfaction.

Summary of Essential Functions & Responsibilities

• Ensure a positive and supportive work environment for all Hosts resulting in high levels of Host engagement, recognition and job satisfaction
• Implement inventory controls for linens, supplies and Personal Protective Equipment (PPE) to ensure Hosts have the tools to do their job
• Manage contractor/vendor scope of work, contracts and insurance requirements
• Develop goals for direct reports, provide regular performance feedback and deliver formal performance evaluations
• Oversee departmental P&L’s, business planning, productivity, budget and forecast development and inventory control activities. Use proper purchase order processes and checkbook accounting to ensure expenses are within budget
• Plan, direct and organize the activities of the housekeeping and laundry department ensuring the highest levels of cleanliness, attention to detail, product condition and service is provided
• Partner with Talent Acquisition organization to ensure staffing levels are maintained
• Lead safety efforts for areas of responsibility including ensuring all company safety procedures, standards, and policies are followed
• Approve, monitor, and adjust department schedules to meet customer demand while achieving productivity goals
• Conduct frequent and regular property walks, interior and exterior, identifying and addressing defects
• Model effective communication, providing guidance, direction, feedback, coaching, mentoring, training, recognition and support. Provide development opportunities
• Analyze data and compile reports on expenditures, wages, labor, supplies, etc. in relation to hotel financial budgets and forecasts
• Liaise with engineering/maintenance leadership on building an effective guest room Preventative Maintenance/General Clean/Work Order programs
• Participate in resort’s Manager on Duty program
• Hold regularly scheduled meetings with the housekeeping/laundry teams to review past and future performance of service, quality and general information concerning guest and employee satisfaction

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

• Must be able to be productive in a fast-paced, dynamic environment.
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work.
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
• Able to move, bend, stoop, kneel, reach, twist.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Able to sit, stand and walk; climb and descend indoor and outdoor stairs.
• Able to operate different types of motorized vehicles, including but not limited to automobiles, vans, golf carts, and other all-terrain vehicles as well as ability to enter and exit vehicle multiple times daily.
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
• Able to tolerate various temperatures while working outdoors.
• Must show appreciation of others.
• Must have professional appearance with good personal hygiene.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Must be committed to continuous improvement.
• Able to comprehend instructions and retain information.
• Able to communicate effectively using standard English grammar and punctuation
• Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must be self-motivated and disciplined.
• Must have manual dexterity necessary to complete all job duties.
• Able to lift up to 20 pounds.
• Able to meet the physical demands of the job.
• Able to sit and/or stand for long/short periods.
• Able to be flexible to handle frequent changes in priorities.
• Able to 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 perform duties consistent with creating a safe and secure environment for hosts and guests.
• Able to add, subtract, multiply and divide with accuracy.
• Able to get along with other employees to work out problems and resolve conflicts

• Must be at least 18 years old.
• High school diploma or equivalent.
• A minimum of five (5) years job-related experience which fully encompasses advanced knowledge of the practices and techniques involved in the field of hotel/resort housekeeping and laundry
• Must have prior experience with and or training in proper Housekeeping safety procedures (SDS, chemical disposal, bloodborne pathogens, PPE, hazard communication, etc.)
• Intermediate computer skills including a working knowledge of Microsoft applications
• Must successfully pass background and drug tests
• Previous hospitality experience is required
• Bilingual English/Spanish speaking and writing skills are preferred
• Must have supervisory experience, managing a staff of a minimum of 40 employees

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.