The Spa Receptionist position exists to provide all spa guests with an enjoyable spa experience, through quality service in the most efficient manner, at all times. This is to be done in a manner consistent with the mission, values, and operating philosophies of The Dollywood Company.

Summary of Essential Functions and Responsibilities

• Welcomes all guests and fellow hosts with a warm, sincere, prompt greeting and pleasant exit
• Maintains confidentiality of all proprietary and guest information
• Arrives for work on time, properly dressed and ready to represent with the utmost in professionalism
• Warmly greets and assists guests with check-in, billing and check-out process
• Receives incoming telephone calls promptly and politely, practicing proper phone etiquette
• Promotes and executes effective retail sales for each guest
• Explains specific spa treatments and services and advise guests in choosing the best service for them based on their needs and interests
• Efficiently schedules spa services, clearly communicates facility offerings and explains the cancellation policy with each guest
• Accurately collects payment from each guest; maintains control of point-of-sale area and follow established guidelines for payment/sale process
• Possesses a thorough sales knowledge of all spa services, rates and retail product costs
• Conducts tours of the spa facilities for hotel and outside guests when requested by management
• Attends all training and department meetings as directed by the Manager
• Tours guests through the spa assisting them with special requests and provide hospitality services as needed such as water, tea service, food orders, alcoholic beverages, etc
• Reports equipment failures or maintenance issues promptly
• Makes daily confirmation calls to each guest
• Ensures that all guest areas are clean and organized throughout the day
• Maintains a thorough understanding of spa and resort programs and services and act as an ambassador for the resort with each guest
• Alerts Spa management to potential problems or concerns as they relate to guests or staff
• Promotes positive guest relations by providing prompt, courteous and efficient service and effectively resolving complaints in a timely manner
• Projects a calm demeanor, even in the most stressful situations

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
• High school diploma or equivalent, Required
• One (1) year job-related experience, Required
• Pass Typing test (score of 30 wpm or greater), Required
• State of Tennessee ABC License, Required
• One (1) year Basic computer knowledge and usage, Preferred
• Experience or degree in hospitality, Preferred
• 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
• Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
• 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
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in their work
• Must display and live out Lead with Love qualities by being: patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable
• Must promote and support a “team” work environment by cooperating and helping co-workers
• Must reflect Dollywood’s core values through the lens of dignity and respect
• Able to add, subtract, multiply and divide with accuracy
• Proficient in all components of customer service and computer operations required
• Requires CRT, record keeping, or word processing

Physical Requirements | Environmental Conditions

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs (if JD lists another weigh such as 25, 75, 100 etc. update the 50 above to reflect what is reflected) 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
• 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
• 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 communication methods
• Able to sit and/or stand for long/short periods
• Must have manual dexterity necessary to complete all job duties

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.