Front Desk Manager - 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 a Front Desk Manager 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 Front Desk Manager will be equal parts curious learner, innovator, administrator, mentor and motivator.

Under the direction of the Front Office Manager, the Front Desk Manager will administer to front desk functions, procedures and policies while supervising hosts on a daily basis. Areas of responsibility include front desk and PBX, and concierge/ticketing sales. You will support the Front Office Manager in overseeing operations to ensure a smooth check-in and check-out process for guests, handle inquiries, requests, and address any issues or conflicts that arise, taking appropriate measures to resolve them promptly and efficiently. Additionally, this position will continually improve the overall guest experience resulting in high guest satisfaction and repeat visitation. Additionally, the Front Desk Manager will balance the house to position the resort daily to maximize room occupancy and revenue.

Summary of Essential Functions & Responsibilities

• Actively takes part in the Manager on Duty program both on the AM and PM shifts
• Ensures all Hosts are prepared to perform at excellence; develop on-boarding plans including the required safety training, operating/training manuals, plans and calendars for areas of responsibility. Audits for compliance
• Functions in place of the Front Office Manager in his/her absence
• Responsible for managing all day-to-day operations. Understanding operations well enough to perform duties in a Host’s absence
• Ensure staff evaluations are completed in a professional and timely manner.
• Participates in team and department leadership meetings. Communicates decisions and appropriate information to front office Hosts
• Train Front Office staff as outlined in the Front Office Training Procedures.
• Conduct self in a friendly and attentive manner during all guest encounters.
• Use proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations.
• Maintain a positive work environment.
• Maintains the integrity of the Front Office records in the computer systems and call account systems
• Lead by example.
• Communicates a clear and consistent message regarding the Front Office goals by providing: direction, coaching, mentoring, correction, training, support and development of Hosts through timely and specific feedback and recognition
• Work closely with the hotel’s management team and communicate effectively.
• Responsible for the hiring, training, and supervision of property front desk staff.
• Partners with Front Office Manager on safety and security efforts for all areas of responsibility
• Implements standards, policies and procedures consistent with company policies. Ensures the welfare, safety and comfort of resort guests
• Resolves Host and guest issues/concerns
• Ensure staff is prepared to be courteous, efficient and available to provide excellence to our guests and visitors at all times.
• Maintain Front Office department within set budget and payroll guidelines.
• Prepares work schedule for staff and authorizes payroll for the department based on approved labor standards.
• Facilitates hiring, training, scheduling, and performance evaluations for the Front Desk Host
• Knowledge, understanding, and adherence to Company Core Values and Mission Statement.
• Collaborates with the Front Office Manager on ways to continually improve levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in high Net Promoter Scores, customer loyalty, referrals and repeat business
• Provides Hosts with the tools and information to do their jobs while holding them accountable for results and performance
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Promotes continuous improvement

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

• Must be committed to continuous improvement
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills
• Strong reading, writing, speaking, and presentation skills
• Able to tolerate various temperatures while working outdoors
• Must have professional appearance with good personal hygiene
• Able to lift up to 25 lbs.
• Able to communicate effectively using standard English grammar and punctuation
• Able to add, subtract, multiply and divide with accuracy
• Must be self-motivated and disciplined
• Able to get along with other employees to work out problems and resolve conflicts
• Must promote and support a “team” work environment by cooperating and helping co-workers
• 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 meet the physical demands of the job
• Able to make reasonable and professional decisions.
• Must operate with tenacity, be productive under pressure, be “hands-on” when needed, and demonstrate work-life balance that models long-term success
• Must maintain strict confidentiality and judgment regarding privileged information
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
• Able to be flexible to handle frequent changes in priorities
• Able to comprehend instructions and retain information
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Must show appreciation of others
• 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
• 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
• Exhibits objectivity and openness to other’s views; gives and welcomes feedback; puts success of teams above own interests; inspires trust of others

• Proven track record of successfully developing teams and individuals
• Must be 18 years old
• Proven track record with leading-edge methods of guest and employee satisfaction in a mid-large size hotel/resort environment required
• Minimum 2 years of leadership experience as a supervisor, assistant department head or department head experience in front office or guest services. Experience in rapid growth organizations preferred
• Working knowledge of common office software such as word processing, presentation design, and spreadsheet software required
• Should possess a working knowledge of revenue management strategies and practices that maximize revenue
• College degree Preferred. Degree in Business or Hospitality preferred
• Able to pass a post-employment offer background check and drug test
• Requires a knowledge of hotel/resort operations
• A working, hands on knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred
• Extensive practical experience would be considered in lieu of educational degrees

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.