Front Desk Supervisor - [YR] Dollywood's HeartSong Lodge & Resort - Full Time Year Round

The Dollywood Company•Pigeon Forge, TN

51d

About The Position

The Front Desk Supervisor supervises and coordinates the activities of front desk, guest service, and ticket staff. The role assists guests with questions and needs during check-in and checkout, provides personalized customer service, and works with other departments to maintain effective working partnerships. The supervisor ensures that front desk duties are handled efficiently and courteously in accordance with company policies and procedures. The position leads staff through communication, direction, coaching, mentoring, training, and development; supports a high-quality guest experience and resolves guest concerns; and assists front office management with staff-related human resources functions, room inventory, reporting, accounting, and departmental supplies. The role requires at least a high school diploma, three years of job-related experience, including at least two years of supervisory experience, and the ability to meet the stated physical and scheduling demands.

Requirements

Must be at least 18 years of age.
High school diploma or equivalent formal education requirement.
At least three years of job-related experience; hospitality experience is strongly preferred.
At least two years of supervisory experience.
Ability to pass a typing test with a score of 25 words per minute or greater.
Basic computer knowledge and usage preferred.
Offers of employment are contingent on satisfactory completion of onboarding, including background screening and pre-employment drug screening.
Able to communicate effectively with guests, vendors, and employees using approved communication methods.
Able to prioritize and complete assignments on time, work productively in a fast-paced environment, and maintain confidentiality and sound judgment.
Must maintain dependable attendance and flexibility with assigned schedules, including required overtime, evenings, weekends, and holidays.
Able to use communication, problem-solving, conflict-management, and interpersonal skills, and to perform basic arithmetic accurately.
Must meet the physical demands of the role, including standing for most of the shift, and occasional to frequent lifting and carrying of up to 50 pounds.
Able to sit, stand, and walk intermittently to for prolonged periods, for shifts of up to 13 hours, and travel around the property over varied terrain, stairs, and uneven surfaces.
Able to perform repetitive movements and work indoors and outdoors in varying weather, including extreme cold and heat.

Nice To Haves

Hospitality experience.
Basic computer knowledge and usage.

Responsibilities

Supervise and coordinate front desk, guest service, and ticket staff.
Provide staff with direction, coaching, mentoring, training, and development.
Improve guest experiences across front desk, guest services, and ticket operations.
Maintain high customer service standards, welcome guests, resolve concerns, and support guest satisfaction and loyalty.
Assist the Front Office Manager and Assistant Front Office Manager with hiring, training, scheduling, and evaluating staff.
Handle billing questions and inquiries, and resolve guest problems within the scope of authority, including complaints and billing discrepancies.
Generate reports for front desk, facilities, and housekeeping teams, and complete daily and weekly management reports.
Perform accounting duties, including posting charges, settling accounts, and closing shifts.
Assist front office management with room matrix and inventory management.
Manage departmental inventories, maintain adequate stock, and reorder as needed.
Work with other departments to maintain effective working partnerships and follow company policies and procedures.