Conference Services Manager - Dollywood Resorts - Exempt

All Career•Pigeon Forge, TN

About The Position

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 Conference Services 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 Conference Services Manager will be equal parts curious learner, innovator, administrator, mentor and motivator. This position is responsible for developing catering accounts, as sold, and former clients for the purpose of achieving assigned catering and associated room revenue goals as established in the hotels budget. Additionally, this position is responsible for managing convention services to ensure a high degree of customer satisfaction, generate increased revenues, and nurture return business

Requirements

Minimum 2–3 years of prior management experience in a hospitality, conference services, or event planning environment required
Minimum 2–3 years of prior conference services or catering experience at a resort property with at least 15,000 square feet of meeting and event space required
Associate’s degree in hospitality, business, or related field preferred; equivalent combination of education and experience considered
Proficiency in Microsoft Word, Excel, Outlook, and Delphi FDC or comparable event management software required
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 make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
Attention to detail
Mature, professional interaction with employees, guests and business contacts
Ability to work independently, make good decisions, prioritize work, handle multiple tasks at the same time, act effectively under pressure
Ensure accurate records are maintained
Organized, self-motivated, able to interpret and communicate hotel policy and culture to client
Must be self-motivated and disciplined
Must be able to prioritize and complete work assignments on a timely basis
Must maintain strict confidentiality and judgment regarding privileged information
Must be committed to continuous improvement
Must have professional appearance with good personal hygiene
Must promote and support a “team” work environment by cooperating and helping co-workers
Must be able to be productive in a fast-paced environment
Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
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 comprehend instructions and retain information
Able to perform duties consistent with creating a safe and secure environment for hosts and guests
Able to be flexible to handle frequent changes in priorities
Able to add, subtract, multiply and divide with accuracy
Able to communicate effectively with Guests and Hosts using approved methods of communication
Able to tolerate various temperatures while working outdoors
Able to operate/drive a company vehicle with valid driver’s license and insurance
Able to meet the physical demands of the job
Strong knowledge of Delphi ideal and MS Office required
High level attention to detail required
Excellent verbal and written communication and ability to multitask
Able and willing to work flexible hours including weekends, holidays and late nights
Must be able to lift / push / reach for / carry 20+ lbs occasionally

Nice To Haves

Associate’s degree in hospitality, business, or related field preferred; equivalent combination of education and experience considered

Responsibilities

Provide leadership for all aspects of conference and event services from contract turnover through post-event review, ensuring that each event meets or exceeds client expectations
Directly supervise and develop the Conference Services Coordinator, providing coaching, training, and performance feedback
Act as the primary liaison and on-site contact for assigned groups, managing all Food & Beverage, Audio Visual, and special arrangements with precision and professionalism
Plan, lead, and facilitate pre-conference and post-conference meetings with clients and internal departments to confirm details, review agendas, and ensure seamless execution
Create, review, and approve all Banquet Event Orders (BEOs), meeting room setups, and event timelines; ensure timely distribution and follow-up with departments
Maintain detailed client files, notes, records, and trace systems; verify meeting space requirements and confirm facilities are properly maintained and event ready
Confirm and communicate all revisions in agendas, room blocks, and event details to corresponding departments promptly
Oversee all event setups and function spaces, inspecting rooms prior to start time to ensure readiness and quality standards
Manage event profitability through upselling, cost control, forecasting, and accurate billing, using analytical skills to measure business potential and overall value to the resort
Partner with the Sales team to transition clients from contract signing to execution, maintaining consistent communication throughout
Lead post-event evaluations, identifying process improvements and revenue opportunities
Demonstrate strong critical-thinking and problem-solving skills to address operational challenges and make sound decisions under pressure
Maintain positive guest and employee relations through prompt, precise, and courteous communication
Represent the department in weekly BEO and operations meetings
Stay current with event trends to deliver creative setups, menus, and programming
Perform additional duties and projects assigned by leadership
Management reserves the right to change and/or add to these duties at any time