At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking candidates who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.

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 Merchandise Team Lead 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 Merchandise Team Lead checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Merchandise Team Lead is responsible for daily oversight and management of assigned Dollywood’s retail operations including execution of vision and strategies that result in profitability growth, safety requirements, world-class Guest service and employee care and engagement. All of this will be done in a manner consistent with the mission, values and operating philosophies and standards of the Dollywood company.

Summary of Essential Functions and Responsibilities

• Manage the daily operation of Merchandise retail, games and/or leased retail business as assigned to achieve the company objectives of financial goals for revenue and expenses, Guest experience, and Host satisfaction and care.
• Leads and oversees front-line workers using the company’s Lead with Lover principles, resulting in teamwork, a well-functioning daily operation and timely resolution of conflicts and complications.
• Manage plans for the hiring, onboarding, scheduling and ongoing development of Hosts within the assigned area of responsibility. This includes training, coaching, correction, growth opportunities, and positive discipline of the front-line workforce.
• Promotes and manages the continual adherence of a safety culture throughout the assigned area of responsibility that includes an established safety plan, and compliance with all state, federal, local and company rules and regulations.
• Manage operational financial budgets for assigned areas of responsibility.
• Establish and oversee a healthy culture of Host engagement based on the company’s Lead with Love principles and a growth-oriented plan that results in a positive work environment and minimal turnover.
• Works with Merchandise Sr. TL to implement and manage department strategies and processes that ensure maximized operational efficiencies in assigned area of responsibility. This includes maximizing sales and minimizing stock loss, maintaining appropriate floor stock levels, communicating and making business adjustments as needed
• Communicate, reinforce and maintain department visual display standards and general shop appearance standards, in accordance with department guidelines for assigned area of responsibility.
• Manage, execute and monitor front-line workforce in daily operational best practices including but not limited to, department staffing plans, cash handling and loss prevention methods to comply with property procedures and Purchasing Card Industry (PCI) standards.
• Maintains proper working order of all equipment and regularly inspects equipment reporting deficiencies to Merchandise leadership to ensure equipment is serviced and function as designed in area of responsibility.
• Follows All Host Safety Standards and General Safety Training guidelines and uses associated injury prevention measures.
• Suspend operations when continuation would be inconsistent with Safety Standards or Procedures or presents a safety hazard to Guests or Hosts

Knowledge, Skills, and Abilities

• Able to project Dollywood’s image by being genuinely friendly and caring and by taking pride in their 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 display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Must be willing to constantly improve.
• Must have professional appearance with good personal hygiene.
• Must promote and support a “team” work environment by cooperating and helping co-workers.
• Must adapt to changes easily.
• Must tolerate a fast-paced, hectic environment.
• Must show appreciation to others.
• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.
• Must be able to communicate consistently and effectively through entire team to ensure standards and expectations are clarified department wide.
• Must be able to successfully liaison with Dollywood Merchandise Leadership team to ensure effective teamwork.
• Must be able to successfully liaison with Dollywood Management team.
• Must have a high level of accuracy and attention to detail.
• Able to display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
• Able to tolerate temperatures of 0 to 100 degrees.
• Able to work outdoors.
• Maintain clean and organized sales location and environment.
• Able to count.
• Able to learn to operate calculator and cash register/POS system.
• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.
• Must have manual dexterity necessary to complete all job duties.
• Able to lift up to 50 lbs.
• Able to maintain good personal hygiene.
• Able to get along with other employees to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.
• Able to tolerate a fast-paced, hectic environment.
• Able to be flexible to handle frequent changes in priorities.
• Able to prioritize tasks and complete assignments on time.
• Able to comprehend instructions and retain information.

Education and Experience Required

• Must be 18 years of age.
• High school diploma or equivalent.
• Minimum 6 months retail experience
• Minimum 6 months of demonstrable supervisory experience required.
• Minimum 6 months cash handling experience preferred.
• Driver’s License and proof of insurance required.
• At least 6 months sales experience preferred.
• Experience with accounts payable functions.
• Must be able to successfully complete a background check including motor vehicle.
• Working knowledge of Excel, Power Point, Outlook, PowerPoint, and Merchandise POS and inventory systems; experience with Pronto software is a plus.

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.