Guest Relations Manager - Dollywood's HeartSong Lodge & Resort - Exempt

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 Relations Manager 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 Relations Manager checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Guest Relations Manager, represents senior resort leadership including the General Manager while acting in the capacity of Manager on Duty and supporting all second shift property operations, ensuring that the highest levels of hospitality and service are provided. The Guest Relations Manager resolves and reports escalated guest concerns or property incidents. By being highly visible, proactive and familiar with all resort operations, the Guest Relations Manager is responsible for monitoring appropriate staffing levels, service delivery, Host and property appearance, and safety and security concerns. Furthermore, this role acts as property guest satisfaction (NPS) Champion focusing on understanding drivers of guest satisfaction, educating Hosts and supporting resort-wide continuous improvement efforts resulting in improved guest satisfaction, value, and repeat visitation.  

Summary of Essential Functions & Responsibilities

• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the resort
• Assists with the development and implementation of property-wide strategies that deliver products and services to meet or exceed the needs and expectations of resort guests with emphasis on growing guest satisfaction, repeat visitation and overall Net Promoter scores
• Interacts with guests on a regular basis throughout the resort to obtain feedback on quality of product, service levels and overall satisfaction. Educates the team and emphasizes drivers of guest satisfaction and dissatisfaction during facilitated staff and daily stand-up meetings
• Serves as a leader and role model for guest relations and in displaying outstanding hospitality, problem-ownership, problem-solving and problem-resolution skills
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Promotes continuous improvement
• Observes service behaviors, to make sure Hosts understand and demonstrate customer service expectations. Provides feedback and coaching to Hosts
• Cross-trained in rooms and non-rooms departments and capable of assisting where needed
• Provides immediate assistance to guests as necessary, resolves problems/complaints to satisfaction of guest, communicates actions to appropriate departments and/or leadership and follows up as required
• Intervenes in any guest/Host situation as needed to insure the integrity of Dollywood Parks & Resorts and resort is maintained, guest satisfaction is achieved, and Host well-being is preserved
• Conducts regular inspection tours of the entire resort, including guest rooms, front and back of house areas for appearance, condition and cleanliness, safety, staffing, security, and maintenance. Ensures compliance with all Dollywood policies, standards and procedures
• Monitors guest feedback from all sources and, in collaboration with the marketing team, responds to social media posts, emails, etc. as required. Communicates feedback to respective departments
• Celebrates successes and publicly recognizes the contributions of team members
• Understands, complies with and able to implement safety and security policies and procedures, including property emergency protocols and procedures. Communicates risks and potential hazards
• On-boards/trains new members to the Manager on Duty Rotation. Facilitates annual MOD refresher training
• Acts as Lobby Ambassador during peak arrival times
• Establishes and distributes monthly MOD schedule to all departments

Management reserves the right to change and/or add to these duties at any time.

Education and Experience Required

• High school diploma or equivalent
• Post-secondary education in Hospitality, Hotel Management, Tourism, or Business preferred
• A minimum of 2 years progressive supervisory experience within the Rooms Division, Food & Beverage or Safety/Security of a hotel preferred
• Requires a knowledge of hotel/resort operations with specific focus in rooms operations
• Intermediate computer skills including working knowledge of Microsoft applications
• Must successfully pass a background check, drug test and obtain a TN driver’s license
• College degree Preferred. Degree in Business or Hospitality preferred
• Extensive practical experience would be considered in lieu of educational degrees
• Strong reading, writing, speaking, and presentation skills
• A working, hands on knowledge of PMS and POS Systems. HotSOS, Micros (POS), and Opera (PMS) preferred

Knowledge, Skills, and Abilities

• 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, dynamic 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
• Must show appreciation of others
• Able to get along with other employees to work out problems and resolve conflicts
• 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 using standard English grammar and punctuation
• Able to tolerate various temperatures while working outdoors
• Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
• Exhibits objectivity and openness to other’s views; gives and welcomes feedback; puts success of teams above own interests; inspires trust of others.
• Must operate with tenacity, be productive under pressure, be “hands-on” when needed, and demonstrate work-life balance that models long-term success     
  to meet the physical demands of the job

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.