Merchandise Senior Team Lead - Dollywood Theme Park - Full-Time Year Round

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Merchandise Senior Team Lead 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 Merchandise Senior Team Lead will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Merchandise Senior Team Lead is responsible for daily oversight and management of assigned Dollywood Parks & Resorts 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.

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 and Responsibilities

• Develop, implement and 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
• Lead and oversee Team leadership and front-line workers using the company’s Lead with Love principles, resulting in teamwork, a well-functioning daily operation and the timely resolution of conflicts and complications
• Develop and manage the hiring, onboarding, scheduling and ongoing development of Hosts within the areas of responsibility.  This includes training, coaching, correction, growth opportunities, and positive discipline of the Senior TL’s leadership team and front-line workforce
• Ensure, promote and manage 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 areas of responsibility, including period P&L reports and forecasts 
• 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
• Work with Merchandise Supervisor to implement and manage 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 Sr. TL’s leadership team and 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 
• Maintain proper working order of all equipment and regularly inspects equipment reporting deficiencies to and works with DW Maintenance to ensure equipment is serviced and functioning as designed in area of responsibility 
• Routinely serve as Person In Charge (PIC) for the Merchandise Division

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

Education and Experience Required

• Must be 18 years of age
• High school diploma or equivalent required
• Minimum 6 months of cash handling experience preferred
• Minimum 6 months of sales experience preferred
• Requires thorough knowledge of accounts payable functions
• At least one (1) year of proven supervisory experience required
• Working knowledge of Excel, Power Point, Outlook, PowerPoint, and Merchandise POS and inventory systems; experience with Pronto software is a plus
• Offer of employment is contingent upon the ability to obtain ServSafe Manager Certification and achieving Dollywood Company trainer certification
• Ability to safely operate company vehicles according to company Must have valid driver’s license, proof of auto liability insurance and acceptable motor vehicle driving record.
• Offers of employment are contingent upon satisfactory completion of background screening which includes criminal history, credit check and motor vehicle record check

Knowledge, Skills, and Abilities

• 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 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 learn to operate calculator and cash register/POS system
• Must be able to effectively communicate with fellow Guests and Hosts using approved communication methods

Physical and Cognitive Requirements  

• 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

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.