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

The purpose of the Front Desk Supervisor is to supervise and coordinate the activities of all front desks, guest service and ticket staff. Assist guests with any needs or questions that arise during check-in and checkout while providing a personalized and excellent customer service. Work closely with all other departments in order to maintain proper working partnerships. Efficient and courteous operation of all front desk duties and responsibilities, adhere to company policy and procedures.

Summary of Essential Functions & Responsibilities

• Solves guest-related problems within scope of authority, including complaints and billing discrepancies.
• Completes daily and weekly reports for management.
• Manages departmental inventories and ensures adequate stock and re-orders when necessary.
• Ensures high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in customer loyalty, referrals and repeat business.
• Responsible for improving the guest experience for the front desk, guest services, and ticket operations.
• Generates reports for the front desk, facilities, and housekeeping teams.
• Actively welcomes guests, able to solve guest concerns, and ensures guest satisfaction.
• Lead by displaying effective communication skills by providing direction, coaching, mentoring, training, and development.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Assists Front Office Manager and Assistant Front Office Manager with managing room’s matrix and inventory.
• Assist Front Office Manager and Assistant Front Office Manager with human resources functions for staff, including hiring, training, scheduling, and evaluating.
• Handles billing questions and inquiries.

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

• Able to meet the physical demands of the job.
• Must show appreciation of others.
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
• Able to get along with other employees to work out problems and resolve conflicts
• Able to tolerate various temperatures while working outdoors.
• Able to comprehend instructions and retain information.
• Able to stand majority of the shift.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must be committed to continuous improvement.
• Able to communicate effectively using standard English grammar and punctuation
• Able to be flexible to handle frequent changes in priorities.
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• 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 promote and support a “team” work environment by cooperating and helping co-workers.
• Able to add, subtract, multiply and divide with accuracy.
• Must have professional appearance with good personal hygiene.
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work.
• Able to lift at least 25 pounds.
• Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
• 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.

• Minimum of three years job-related experience, hospitality strongly preferred.
• Must be able to successfully pass a background check and drug screen.
• This position requires a minimum formal education of a high school diploma.
• Requires minimum 2 years Supervisory experienced.
• Basic computer knowledge and usage preferred.

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.