Front Desk Host - Dollywood's HeartSong Lodge & Resort - Full Time Seasonal

The Dollywood Company•Pigeon Forge, TN

9d•Onsite

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Front Desk Host 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 Front Desk Host will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. The purpose of the Front Desk Host is to assist Resort guests with any needs or questions that arise during check-in and check-out while providing a personalized and excellent customer service. The Host will be efficient and courteous operation of all front desk duties and responsibilities is expected, in adherence to company policies and procedures. Additionally, the ideal candidate will be able to 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

At least six (6) months directly related front desk experience required
High school diploma or equivalent
Must be at least 18 years of age
Must be able to successfully pass a background check and drug screen
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
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 Hosts and Guests using approved communication methods
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
Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs. utilizing company’s safety guidelines for safe lifting
Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces
Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions
Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors
Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods
Able to meet the physical demands of the job
Able to stand majority of the shift

Nice To Haves

Basic computer knowledge and usage preferred
Previous experience in a hospitality environment strongly preferred

Responsibilities

Welcomes guests in a friendly, upbeat and positive manner, solves minor problems, and ensures guests have a great stay
Enters data into computer, including some minor accounting functions
Registers guests in and out of the conference center/resort
Establishes and secures proper guest credit. Handles any billing questions and inquiries
Utilizes customer service skills to help solve guest-related problems within scope of authority
Answers and directs all incoming calls and in-house calls received on the main switchboard console promptly and efficiently. Takes messages as required and delivers accordingly
Makes hospitality calls for new arrivals nightly
Performs all accounting duties including posting charges, account settlements, and shift closing
Maintains the front lobby area, ensuring cleanliness at all times
Coordinates guest recreation as needed. Assists Conference Planning staff as needed
Maintains accurate daily event information
Maintains daily posting of event sheet
Maintains supply of informational brochures, flyers, and maps
Maintains current knowledge of events in the area, points of interest, and services in the area
Comprehensive knowledge of the park hours and special events