Guest Experience Supervisor - Dollywood's HeartSong Lodge & Resort - Full Time Year Round

All Career•Pigeon Forge, TN

About The Position

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day at Dollywood Resorts, which include over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our future plans include growing our resort footprint to over 1200 rooms across five resorts at Dollywood. Ask anyone who has visited Dollywood Parks & Resorts, and they will tell you this place is different. It’s not a difference you can touch or see - it’s a difference you can feel. We are seeking a Guest Experience Supervisor for Dollywood Resorts who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand. We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. We seek an individual who can bring the vision of the resorts to life. The right Guest Experience Supervisor will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. The Guest Experience Supervisor is responsible for overseeing all Resort Entertainment events and festivals on property, along with the coordination of all recreation facilities and activities related to Camp DW. This role will ensure alignment with Dollywood’s Entertainment team by exceeding the guest experience while following the brand standards of Dollywood’s Parks and Resorts. The host is able to build and support the areas goals to improve the guest’s overall value and satisfaction (NPS) by creating strong partnerships for the Lodging, Entertainment, Special Events and Marketing teams. Champion communication by coordination and ensuring execution of special events and festival overlays (such as Flower and Food, Harvest, Christmas, New Year’s Eve and other special events as they arise). 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. Summary of Essential Functions & Responsibilities Partners and aligns with DW Entertainment, Special Events and Marketing teams for festival activations and artist bookings Coordinates all entertainment associated with events and booked artists along with activities associated with the Camp DW recreation and facilities Ensures all activities and entertainment align with the brand standards of DW Parks and Resorts while fulfilling the guest experience Ensures that recreation facilities are operated and maintained effectively Plans and prepares facility schedules for the weekly events Communicates program and activity events appropriately throughout the resort and Dollywood by means of email, calendars, memos and direct interdepartmental communication Effectively performs safety training meetings and hospitality trainings to meet or exceed company requirements Assists in the P&L and budget process to ensure profitability of the department Maintains a friendly and cooperative atmosphere of openness, participation, accountability, appreciation and flexible leadership that invites Hosts to do their best Schedules staffing to support the resort needs as well as guest experience Oversees the organizational aspects of all areas and help keep track of inventory Resolves employee conflicts and complaints while holding hosts accountable Assists with creation, planning and execution of new programs Be prepared to answer guest questions and be a representative of the recreation department when dealing with guest opportunities, complications, or unexpected situations Management reserves the right to change and/or add to these duties at any time

Requirements

High school diploma or equivalent. Some college preferred
Three (3) years of experience working in a similar capacity in the lodging industry
Ability to supervise others and provide motivation and leadership
Must be at least 18 years of age
At least 6 months of job-related experience, including events coordination and planning
Intermediate computer experience with working knowledge of Word, Excel, Outlook and PowerPoint software
Knowledge and management of operation of recreation facilities and equipment
Knowledge of emergency procedures, First Aid and CPR
Must successfully complete post-employment offer 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
Must promote and support a “team” work environment by cooperating and helping co-workers
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
Able to lift, carry and manage equipment and supplies weighing up to 30 lbs
Able to participate in all activities and train others to do so

Nice To Haves

Some college preferred

Responsibilities

Partners and aligns with DW Entertainment, Special Events and Marketing teams for festival activations and artist bookings
Coordinates all entertainment associated with events and booked artists along with activities associated with the Camp DW recreation and facilities
Ensures all activities and entertainment align with the brand standards of DW Parks and Resorts while fulfilling the guest experience
Ensures that recreation facilities are operated and maintained effectively
Plans and prepares facility schedules for the weekly events
Communicates program and activity events appropriately throughout the resort and Dollywood by means of email, calendars, memos and direct interdepartmental communication
Effectively performs safety training meetings and hospitality trainings to meet or exceed company requirements
Assists in the P&L and budget process to ensure profitability of the department
Maintains a friendly and cooperative atmosphere of openness, participation, accountability, appreciation and flexible leadership that invites Hosts to do their best
Schedules staffing to support the resort needs as well as guest experience
Oversees the organizational aspects of all areas and help keep track of inventory
Resolves employee conflicts and complaints while holding hosts accountable
Assists with creation, planning and execution of new programs
Be prepared to answer guest questions and be a representative of the recreation department when dealing with guest opportunities, complications, or unexpected situations