The purpose of the Front Desk Supervisor is to supervise and coordinate the activities of all front desks, guest service and ticket staff. Assist guests with any needs or questions that arise during check-in and checkout while providing a personalized and excellent customer service. Work closely with all other departments in order to maintain proper working partnerships. Efficient and courteous operation of all front desk duties and responsibilities, adhere to company policy and procedures.

Summary of Essential Functions & Responsibilities

• Leads by displaying effective communication skills by providing direction, coaching, mentoring, training, and development
• Responsible for improving the guests' experiences for the front desk, guest services, and ticket operations
• Ensures high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in customer loyalty, referrals and repeat business
• Actively welcomes guests, able to solve guest concerns, and ensures guest satisfaction
• Assists Front Office Manager and Assistant Front Office Manager with human resources functions for staff, including hiring, training, scheduling, and evaluating
• Handles billing questions and inquiries
• Solves guest-related problems within scope of authority, including complaints and billing discrepancies
• Generates reports for the front desk, facilities, and housekeeping teams
• Performs all accounting duties including posting charges, account settlements, and shift closing
• Completes daily and weekly reports for management
• Assists Front Office Manager and Assistant Front Office Manager with managing room’s matrix and inventory
• Manages departmental inventories and ensures adequate stock and re-orders when necessary

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

Education and Experience Required

• Must be at least 18 years of age
• This position requires a minimum formal education of a high school diploma
• Minimum of three years job-related experience, hospitality strongly preferred
• Requires minimum 2 years Supervisory experienced
• Basic computer knowledge and usage preferred
• Must be able to pass a typing test (score of 25 wpm or greater)
• Offers of employment are contingent upon satisfactory completion of onboarding process which includes background screening and pre-employment drug screening

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• 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 have professional appearance with good personal hygiene
• 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
• Must be able to communicate effectively with Guests and Hosts using approved communication methods
• 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
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Must be committed to continuous improvement
• Must promote and support a “team” work environment by cooperating and helping co-workers
• Able to add, subtract, multiply and divide with accuracy

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 methods3
• Able to meet the physical demands of the job
• Able to stand majority of the shift

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.