Front Desk Manager

Job Details

Description
At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across Dollywood Resorts which includes over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our plan is to grow our resort footprint to over 1200 rooms across five resorts at Dollywood and to add other resorts to our overall company resort portfolio.

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 a Front Desk Manager who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand and our region.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our hosts, guests, and community while simultaneously ensuring the success and profitability of our unique culinary offerings. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to their life and work. We are seeking an individual who has the ability to bring the vision of the Dollywood Resorts to life. The recipe for the right Front Desk Manager will be equal parts curious learner, innovator, administrator, mentor and motivator.

Under the direction of the Front Office Manager, the Front Desk Manager will administer to front desk functions, procedures and policies while supervising hosts on a daily basis. Areas of responsibility include front desk and PBX, and concierge/ticketing sales. You will support the Front Office Manager in overseeing operations to ensure a smooth check-in and check-out process for guests, handle inquiries, requests, and address any issues or conflicts that arise, taking appropriate measures to resolve them promptly and efficiently. Additionally, this position will continually improve the overall guest experience resulting in high guest satisfaction and repeat visitation. Additionally, the Front Desk Manager will balance the house to position the resort daily to maximize room occupancy and revenue.

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

• Knowledge, understanding, and adherence to Company Core Values and Mission Statement
• Leads by example
• Responsible for the hiring, training, and supervision of property front desk staff
• Prepares work schedule for staff and authorizes payroll for the department based on approved labor standards
• Collaborates with the Front Office Manager on ways to continually improve levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in high Net Promoter Scores, customer loyalty, referrals and repeat business
• Ensures all Hosts are prepared to perform at excellence; develop on-boarding plans including the required safety training, operating/training manuals, plans and calendars for areas of responsibility. Audits for compliance
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Promotes continuous improvement
• Implements standards, policies and procedures consistent with company policies. Ensures the welfare, safety and comfort of resort guests
• Responsible for managing all day-to-day operations. Understanding operations well enough to perform duties in a Host's absence
• Communicates a clear and consistent message regarding the Front Office goals by providing: direction, coaching, mentoring, correction, training, support and development of Hosts through timely and specific feedback and recognition
• Ensures staff evaluations are completed in a professional and timely manner
• Maintains a positive work environment
• Trains Front Office staff as outlined in the Front Office Training Procedures
• Maintains Front Office department within set budget and payroll guidelines
• Ensures staff is prepared to be courteous, efficient and available to provide excellence to our guests and visitors at all times
• Works closely with the hotel's management team and communicate effectively
• Uses proper telephone and reservation etiquette including describing the hotel, proper rate quotation and capturing reservations
• Conducts self in a friendly and attentive manner during all guest encounters
• Resolves Host and guest issues/concerns
• Partners with Front Office Manager on safety and security efforts for all areas of responsibility
• Facilitates hiring, training, scheduling, and performance evaluations for the Front Desk Hosts
• Provides Hosts with the tools and information to do their jobs while holding them accountable for results and performance
• Maintains the integrity of the Front Office records in the computer systems and call