Front Office 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 Office Manager 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 unique 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 checklist for the right Front Office Manager will include equal parts curious learner, innovator, administrator, mentor and motivator.

A department head-level position, the Front Office Manager directs the overall hospitality operation of the resort’s front office including front desk and PBX, guest services, and concierge/ticketing sales. This person directs and works to successfully execute all front office operations including arrival and departure efficiency, staff service, knowledge and friendliness while continually improving the overall guest experience resulting in high guest satisfaction and repeat visitation. Additionally, the Front Office Manager is charged with positioning 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
• Implements standards, policies and procedures consistent with company policies. Ensures the welfare, safety and comfort of resort guests
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Promotes continuous improvement
• Ensures all Hosts are prepared to perform at excellence; develops on-boarding plans including the required safety training, operating/training manuals, plans and calendars for areas of responsibility. Audits for compliance
• Leads safety and security efforts for all areas of responsibility
• Responsible for same day selling with support from revenue management. Performs daily inventory balancing and management to maximize sell-through opportunities
• Ownership of P&L, business planning, budgeting and forecasting activities. Reviews profit and loss statements for the department and prepares period-end critiques and action plans for improvement as necessary
• Creates and maintains a warm, inviting guest experience in each of the areas the position oversees
• Leads and/or participates in property-wide initiatives and activities
• Liaise with Controller and accounting staff to resolve payroll, cash handling, payables, billing, house account, ticketing and point of sales issues
• Schedules and leads regular team and department leadership meetings. Communicates decisions and appropriate information to front office Hosts
• Maintains the integrity of the Front Office records in the computer systems and call account systems
• Ensures high 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
• Reviews payroll expenditures to be budgeted and approved based on guidelines. Reviews and reports on daily, weekly, and monthly payroll expenses
• Promotes and models effective communication by providing: direction, coaching, mentoring, correction, training, support and development of staff through timely and specific feedback and recognition
• Plans, communicates and directs functions of administration and planning of the front office to meet daily needs of the operations
• Performs duties including hiring, training, scheduling, and performance evaluation
• Resolves Host and guest issues/concerns
• Approves all department work schedules, purchase requests, and purchase orders, following budget, forecast and staff requirements

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

• 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 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 promote and support a “team” work environment by cooperating and helping co-workers.
• Must be able to prioritize and complete work assignments on a timely basis.
• Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
• Able to communicate effectively using standard English grammar and punctuation
• Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
• Able to add, subtract, multiply and divide with accuracy.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must show appreciation of others.
• Must be self-motivated and disciplined.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must be committed to continuous improvement.
• 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 be productive in a fast-paced, dynamic environment.
• 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 be flexible to handle frequent changes in priorities.
• Able to get along with other employees to work out problems and resolve conflicts
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Able to comprehend instructions and retain information.

• Proven track record of successfully developing teams and individuals.
• 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 an assistant department head or department head experience in front office or guest services. Experience in rapid growth organizations preferred.
• Able to pass a post-employment offer background check and drug test.
• Exhibits objectivity and openness to other’s views; gives and welcomes feedback; puts success of teams above own interests; inspires trust of others.
• Working knowledge of common office software such as word processing, presentation design, and spreadsheet software required.
• Extensive practical experience would be considered in lieu of educational degrees.
• Should possess a working knowledge of revenue management strategies and practices that maximize revenue.
• A working, hands on knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred
• Must operate with tenacity, be productive under pressure, be “hands-on” when needed, and demonstrate work-life balance that models long-term success.
• College degree Preferred. Degree in Business or Hospitality preferred.
• Requires a knowledge of hotel/resort operations.
• Strong reading, writing, speaking, and presentation skills.

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.