Front Desk Host -[FTS] Dollywood's HeartSong Lodge & Resort - Full Time Seasonal
About The Position
The Front Desk Host assists resort guests with needs and questions during check-in and check-out, providing personalized, excellent customer service. The role is responsible for courteous and efficient front desk operations in accordance with company policies and procedures. Duties include guest registration, basic computer and accounting work, billing and credit handling, switchboard support, guest hospitality calls, maintaining lobby and informational materials, coordinating recreation, and assisting Conference Planning staff as needed. The position requires maintaining current information about resort and area events, attractions, services, and park hours.
Requirements
- Must be at least 18 years of age.
- At least six months of directly related front desk experience is required.
- High school diploma or equivalent.
- Must pass a typing test with a score of 25 words per minute or greater.
- Must complete the onboarding process satisfactorily, including background screening and pre-employment drug screening.
- Must demonstrate the Dollywood Company’s Lead with Love qualities: patience, kindness, humility, respect, selflessness, forgiveness, honesty, and commitment.
- Must communicate and interact effectively with guests, vendors, and employees; use problem-solving, conflict-management, and interpersonal skills.
- Must be self-motivated, disciplined, dependable, able to prioritize and complete assignments on time, and committed to continuous improvement.
- Must maintain confidentiality and exercise judgment regarding privileged information.
- Must promote teamwork, maintain a professional appearance and good personal hygiene, and work productively in a fast-paced environment.
- Must be flexible with changing priorities and assigned schedules, including required overtime, evenings, weekends, and holidays.
- Must be sensitive to guest needs and able to act within company guidelines.
- Must comprehend instructions, retain information, and perform basic arithmetic accurately.
- Must be able to communicate with hosts and guests using approved methods.
- Must be able to meet the physical demands of the job, including standing for the majority of the shift.
Nice To Haves
- Basic computer knowledge and usage preferred.
- Previous experience in a hospitality environment strongly preferred.
Responsibilities
- Welcome guests in a friendly, upbeat, and positive manner, resolve minor problems, and help ensure guests have a great stay.
- Enter data into a computer, including minor accounting functions.
- Register guests in and out of the conference center or resort.
- Establish and secure proper guest credit and handle billing questions and inquiries.
- Use customer service skills to resolve guest-related problems within the scope of authority.
- Answer and direct incoming and in-house calls through the main switchboard promptly and efficiently; take and deliver messages as required.
- Make nightly hospitality calls for new arrivals.
- Perform accounting duties, including posting charges, settling accounts, and closing shifts.
- Maintain the cleanliness of the front lobby.
- Coordinate guest recreation as needed.
- Assist Conference Planning staff as needed.
- Maintain accurate daily event information and post the daily event sheet.
- Maintain supplies of informational brochures, flyers, and maps.
- Maintain current knowledge of area events, points of interest, and services.
- Maintain comprehensive knowledge of park hours and special events.
- Follow company policies and procedures and help create a safe and secure environment for hosts and guests.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
