Front Office Manager - Dollywoods HeartSong Lodge & Resort - Exempt

The Dollywood Company - Pigeon Forge, TN

Full-time - Mid Level

Pigeon Forge, TN

Accommodation

About the position

The Front Office Manager at Dollywood's HeartSong Lodge & Resort is responsible for overseeing the hospitality operations of the resort's front office, including guest services, front desk, and concierge/ticketing sales. This role is pivotal in ensuring high levels of customer service, maximizing room occupancy and revenue, and creating memorable experiences for guests. The manager will lead a team, implement policies, and drive continuous improvement while embodying the company's mission and values.

Responsibilities

• Direct the overall hospitality operation of the resort's front office including front desk and guest services.
• Ensure high levels of customer service at all touch points, exceeding brand standards and guest expectations.
• Create and maintain a warm, inviting guest experience in all areas overseen.
• Develop onboarding plans and ensure all Hosts are prepared to perform at excellence.
• Promote effective communication by providing direction, coaching, mentoring, and support to staff.
• Ensure a positive and engaging work environment for all Hosts, promoting high levels of engagement and job satisfaction.
• Implement standards, policies, and procedures consistent with company policies.
• Resolve Host and guest issues/concerns effectively.
• Manage P&L, business planning, budgeting, and forecasting activities.
• Lead safety and security efforts for all areas of responsibility.
• Approve department work schedules, purchase requests, and purchase orders.
• Perform hiring, training, scheduling, and performance evaluations for staff.
• Communicate decisions and appropriate information to front office Hosts.
• Actively participate in the Manager on Duty program on both AM and PM shifts.
• Perform daily inventory balancing and management to maximize sell-through opportunities.

Requirements

• Minimum 2 years of leadership experience as an assistant department head or department head in front office or guest services.
• Proven track record in guest and employee satisfaction in a mid-large size hotel/resort environment.
• Knowledge of hotel/resort operations and revenue management strategies.
• Strong reading, writing, speaking, and presentation skills.
• Working knowledge of common office software and PMS/POS systems, preferably Micros and Opera.
• Ability to pass a post-employment offer background check and drug test.

Nice-to-haves

• College degree, preferably in Business or Hospitality.
• Experience in rapid growth organizations.

Benefits

• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities