Dolly Parton Experience Team Lead - Dollywood Theme Park - Full Time Year Round

The Dollywood Company•Pigeon Forge, TN

2d•Onsite

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Dolly Parton Experience Team Lead who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together while caring deeply about our brand. We want to work alongside someone who acts as an extension of our mission, values, and culture. The ideal Dolly Parton Experience Team Lead will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. The Dolly Parton Experience Team Lead is responsible for overseeing the operations for Attractions and Guest Services under the purview of Entertainment. These elements include but are not limited to the Dolly Parton Experience (DPE) – Behind the Seams, Precious Memories, SongTeller, and the associated family and faith elements. In addition to DPE, this role will have oversight over the attraction facets of the Tennessee Mountain Home, Dolly’s Home On Wheels and Robert F. Thomas Chapel. Guest Service oversite includes the DPE Hosts. The role will be responsible for delivering the strategic objectives of the DP Experience and be responsible for the protection of all Dolly Parton assets at DPE. The role leads the DPE Host team to ensure Dolly’s brand is represented at excellence and her stories are told in a heartfelt, engaging manner. The DPE Team Lead will be responsible for ensuring that all requirements are met to provide a safe and pleasant experience for our Guests. This role will provide leadership, support and direction to teams while taking ownership of the venues as well as provide training for positive Guest interactions and ADA compliance. This role will have a high focus on exuding a positive countenance and demonstrating an overall enthusiastic demeanor. This role will also supervise/participate in keeping Entertainment venues clean and high touch point areas sanitized. Additionally, the ideal candidate will be able display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

Requirements

Must be at least 18 years old
High School diploma or equivalent required
Able to use a PC with knowledge of Word, Excel, Outlook and PowerPoint software
Able to operate a 2-way radio and computer
Excellent verbal communicator – consistent and detailed
Must have proven rigor around attention to detail and documentation
Ability to safely operate company vehicles according to company policy.
Must have valid driver’s license, proof of auto liability insurance and acceptable motor vehicle driving record
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 have professional appearance with good personal hygiene
Must 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 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 utilize effective communication, problem solving, conflict management and interpersonal skills
Must be able to communicate effectively with Guests and Hosts using approved communication methods
Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
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 and willing to be an SME of company/divisional/safety policy and procedure
Must wear a costume as outlined by Entertainment team

Nice To Haves

Leadership experience preferred, within Dollywood highly preferred
Basic technical knowledge includes operating media platforms, theatrical lighting.
Operating digital displays preferred
Knowledge of artifact preservation is beneficial.

Responsibilities

Responsible for the operations of DPE, Tennessee Mountain Home, Dolly’s Home on Wheels, DPE Host Teams, including but not limited to schedules, reports, archives, inventory, data entry, and cleaning responsibilities
Enforce all protection, security and safety policies and procedures pertaining to the DP Experience and all content
Develop DPE Hosts to create a world-class service team by providing support, direction and guidance to teams and ensure effective training for daily operations
Oversee the sanitization of all high touch points in and around the Entertainment venues on a pre-determined schedule
Verbally communicate and enforce DPE rules, proper DPE Host etiquette, and how to greet our Guests while working as an Information Ambassador
Assist Guests with information about various venues
Meet, greet, and direct Guests in venues as needed
Operate system controls to properly power exhibits on and off
Oversee the cleanliness of DPE, Tennessee Mountain Home, Dolly’s Home on Wheels, and surrounding areas and report any maintenance needs to Supervisor and Maintenance
Maintain entertainment signage, as needed
Provide training for new/current Hosts, including how to handle Guest opportunities by following all company policies/procedures
Ensure Guests’ needs are met through line management, friendly interactions, communicating accurate information regarding park events, and venue cleanliness
Responsible for collecting per-hour attendance data and entering it into Park Pulse daily
Able to file proper company paperwork, i.e. daily team reports, personal evaluations, and positive discipline
Oversee special functions and assignments as needed
Provide accurate park information to Guests
Serve as DPE Host point-of-contact regarding all concerns or questions before contacting Entertainment PIC
Perform DPE, Dolly’s Home on Wheels Host duties, as needed
Maintain strict confidentiality regarding communicating and all information about Dolly Parton’s personal or professional life, her public and non-public visits to Dollywood and her public and private dealings with Dollywood/HFE between any and all parties outside of this position’s reporting structure