Herschend Family Entertainment
General Manager - Dollywood's HeartSong Lodge & Resort - Full Time Exempt
Herschend Family Entertainment, Pigeon Forge, Tennessee, us, 37868
General Manager - Dollywood's HeartSong Lodge & Resort - Full Time Exempt
Job Category
:
Resorts Requisition Number
:
GENER006741 Apply now Posted : August 18, 2025 Full-Time On-site Locations
Showing 1 location Description
Position Description: Reporting to the Vice President, Resort & Lodging Operations, the
General Manager
functions as the primary strategic business leader with responsibility for all aspects of the operation, including managing the general property performance, sales and marketing strategy, profitability, revenue generation, and the operations annual goals. The General Manager will lead by example and provide the vision and leadership that inspires others to go above and beyond with exceeding our guests expectations. Act as a financial steward and key leader for reinforcing our Heartspitality culture as well as ensuring we are creating memories worth repeating for our guests. The results of the proper execution of these responsibilities ensures our balanced scorecard objectives are met. Summary of Essential Functions & Responsibilities: Manage Property Operations Verify that service programs are in place and executed against company and property standards. Engage with guests and hosts to provide timely, real-time feedback on service and operational standards; including feedback on all levels of service and operational details. Review and follow up when necessary on all guest surveys, comments, social postings, etc. to ensure our NPS goals are achieved. Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day. Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards. Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals. Support project management for the execution of capital improvements. Review and address safety audits on food, alcohol, health and ERM goals. Manage and Sustain Sales & Marketing Strategy Work with Area Director of Sales to establish sales strategy, sales goals, deployment, and action plans. Understand and leverage sales and marketing strategies over competitor properties. Participate in sales & marketing related meetings. Participate in and host customer recognition events to drive sales. Manage Profitability Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data. Monitor property forecasts on revenue and expenses. Manage on-property controllable costs associated with rooms, housekeeping, events and food & beverage operations. Initiate action to support property revenue and profitability goals. Update and communicate profit forecasts to appropriate level leaders and supervisors. Participate in period end financial reviews. Maintain Revenue Management Goals Manage the relationship with the revenue management team. Review and collaborate on property revenue forecasts and goals. Ensure operations are supporting revenue management tactics especially in front office operations to ensure same day sellouts and future goals. Meet regularly with Regional Director of Revenue Management. Maintain Relationships with Property Stakeholders Keep leadership teams, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction and host engagement. Prepare and present reports for above property leadership using financial/performance data. Conduct property critiques and annual business reviews. Lead People Lead the Heartsong Lodge & Resort team by inspiring hearts and minds, sharing the vision and objectives for the team, providing resources and removing obstacles so they can perform at their very best. Create the performance expectations for host positions within the property. Conduct day-to-day people leading activities in support of Herschend objectives. Utilize Lead with Love behaviors and Servant Leadership Principles on daily basis in the performance of your responsibilities. Manage direct reports performance, including celebrating success and holding them accountable. Conduct performance reviews. Support recruitment and hiring efforts to target hosts with skill sets aligned with HeartSongs needs. Manage ongoing development of managers and ensure participation in company development programs. Facilitate cross training to support professional growth and cross property efficiencies. Lead hosts through change management and help them with transition when it occurs. Facilitate on-property activities that support HeartSong and Dollywood culture with hosts. Complete management training as directed. Support and follow Open Door policies. Additional Responsibilities Facilitate regular staff meetings to ensure all pertinent information regarding hotel operations is being communicated clearly and on a timely basis. Monitor and address daily MOD, security, and restaurant shift reports. If needed, follow up on guest concerns or operational deficiencies. Prepare for VIP visits. Become actively involved in the activities of the community and contribute to its success. Maintain daily knowledge of Dollywood theme park activities and hours of operation. Develop programming that complements the HeartSong brand pillars and supports our culture of surprise & delight. Ensure Food & Beverage offerings are consistent with hotel and outlet brands. Ensure the hotel complies with all regulations and Herschend policies as it relates to alcohol sales and service. Ensure that hotel operations comply with all law govern regulations with our licenses. Management reserves the right to change and/or add to these duties at any time. Knowledge, Skills, & Abilities: Bachelors degree required or equivalent work experience. Requires a minimum of 7 years senior level experience at a full-service resort, hotel or similar venue with transferable experience, abilities and skills. Must display a successful track record of accomplishment and growth. Showcase a broad knowledge of hotel operations. Must possess a strong working knowledge of revenue management with successful strategies and practices that maximize revenue. Must have proven leadership skills in problem solving, team building, and elevating host morale. Must be able to demonstrate an ability to manage both up-line (ownership-asset manager-corporate officer) as well as down-line (department heads-managers and line level staff). Must be above average in attention to detail and accuracy of information. Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking. Must be an effective communicator possessing strong verbal and written skills using standard English grammar and punctuation. Must be proficient in Microsoft Word, Outlook, Excel and Power Point. Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred. Experience managing budgets with forecasted targets. Must behave and live out Lead With Love principles: patient, kind, humble, respectful, unselfish, forgiving, truthful, trusting, and dedicated. Must be self-motivated and disciplined, able to deal with fast-paced, highly interactive work environment and have the flexibility to handle frequent changes in priorities. Must be able to prioritize and complete work assignments on a timely basis. Must maintain strict confidentiality and judgment regarding privileged information. Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other hosts. Must reflect Herschends image by being genuinely friendly and caring and by taking pride in work. 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 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 while aligned with company guidelines. 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 add, subtract, multiply and divide with accuracy. Able to tolerate various temperatures while working outdoors. Able to operate/drive a company vehicle with valid TN drivers license and insurance. Able to meet the physical demands of the job. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr
Job Category
:
Resorts Requisition Number
:
GENER006741 Apply now Posted : August 18, 2025 Full-Time On-site Locations
Showing 1 location Description
Position Description: Reporting to the Vice President, Resort & Lodging Operations, the
General Manager
functions as the primary strategic business leader with responsibility for all aspects of the operation, including managing the general property performance, sales and marketing strategy, profitability, revenue generation, and the operations annual goals. The General Manager will lead by example and provide the vision and leadership that inspires others to go above and beyond with exceeding our guests expectations. Act as a financial steward and key leader for reinforcing our Heartspitality culture as well as ensuring we are creating memories worth repeating for our guests. The results of the proper execution of these responsibilities ensures our balanced scorecard objectives are met. Summary of Essential Functions & Responsibilities: Manage Property Operations Verify that service programs are in place and executed against company and property standards. Engage with guests and hosts to provide timely, real-time feedback on service and operational standards; including feedback on all levels of service and operational details. Review and follow up when necessary on all guest surveys, comments, social postings, etc. to ensure our NPS goals are achieved. Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day. Walk the property to ensure public spaces, grounds, work and kitchen areas meet sanitation and cleanliness/maintenance standards. Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals. Support project management for the execution of capital improvements. Review and address safety audits on food, alcohol, health and ERM goals. Manage and Sustain Sales & Marketing Strategy Work with Area Director of Sales to establish sales strategy, sales goals, deployment, and action plans. Understand and leverage sales and marketing strategies over competitor properties. Participate in sales & marketing related meetings. Participate in and host customer recognition events to drive sales. Manage Profitability Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data. Monitor property forecasts on revenue and expenses. Manage on-property controllable costs associated with rooms, housekeeping, events and food & beverage operations. Initiate action to support property revenue and profitability goals. Update and communicate profit forecasts to appropriate level leaders and supervisors. Participate in period end financial reviews. Maintain Revenue Management Goals Manage the relationship with the revenue management team. Review and collaborate on property revenue forecasts and goals. Ensure operations are supporting revenue management tactics especially in front office operations to ensure same day sellouts and future goals. Meet regularly with Regional Director of Revenue Management. Maintain Relationships with Property Stakeholders Keep leadership teams, owners, and above property stakeholders updated on property performance in the areas of financials, guest satisfaction and host engagement. Prepare and present reports for above property leadership using financial/performance data. Conduct property critiques and annual business reviews. Lead People Lead the Heartsong Lodge & Resort team by inspiring hearts and minds, sharing the vision and objectives for the team, providing resources and removing obstacles so they can perform at their very best. Create the performance expectations for host positions within the property. Conduct day-to-day people leading activities in support of Herschend objectives. Utilize Lead with Love behaviors and Servant Leadership Principles on daily basis in the performance of your responsibilities. Manage direct reports performance, including celebrating success and holding them accountable. Conduct performance reviews. Support recruitment and hiring efforts to target hosts with skill sets aligned with HeartSongs needs. Manage ongoing development of managers and ensure participation in company development programs. Facilitate cross training to support professional growth and cross property efficiencies. Lead hosts through change management and help them with transition when it occurs. Facilitate on-property activities that support HeartSong and Dollywood culture with hosts. Complete management training as directed. Support and follow Open Door policies. Additional Responsibilities Facilitate regular staff meetings to ensure all pertinent information regarding hotel operations is being communicated clearly and on a timely basis. Monitor and address daily MOD, security, and restaurant shift reports. If needed, follow up on guest concerns or operational deficiencies. Prepare for VIP visits. Become actively involved in the activities of the community and contribute to its success. Maintain daily knowledge of Dollywood theme park activities and hours of operation. Develop programming that complements the HeartSong brand pillars and supports our culture of surprise & delight. Ensure Food & Beverage offerings are consistent with hotel and outlet brands. Ensure the hotel complies with all regulations and Herschend policies as it relates to alcohol sales and service. Ensure that hotel operations comply with all law govern regulations with our licenses. Management reserves the right to change and/or add to these duties at any time. Knowledge, Skills, & Abilities: Bachelors degree required or equivalent work experience. Requires a minimum of 7 years senior level experience at a full-service resort, hotel or similar venue with transferable experience, abilities and skills. Must display a successful track record of accomplishment and growth. Showcase a broad knowledge of hotel operations. Must possess a strong working knowledge of revenue management with successful strategies and practices that maximize revenue. Must have proven leadership skills in problem solving, team building, and elevating host morale. Must be able to demonstrate an ability to manage both up-line (ownership-asset manager-corporate officer) as well as down-line (department heads-managers and line level staff). Must be above average in attention to detail and accuracy of information. Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking. Must be an effective communicator possessing strong verbal and written skills using standard English grammar and punctuation. Must be proficient in Microsoft Word, Outlook, Excel and Power Point. Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred. Experience managing budgets with forecasted targets. Must behave and live out Lead With Love principles: patient, kind, humble, respectful, unselfish, forgiving, truthful, trusting, and dedicated. Must be self-motivated and disciplined, able to deal with fast-paced, highly interactive work environment and have the flexibility to handle frequent changes in priorities. Must be able to prioritize and complete work assignments on a timely basis. Must maintain strict confidentiality and judgment regarding privileged information. Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other hosts. Must reflect Herschends image by being genuinely friendly and caring and by taking pride in work. 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 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 while aligned with company guidelines. 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 add, subtract, multiply and divide with accuracy. Able to tolerate various temperatures while working outdoors. Able to operate/drive a company vehicle with valid TN drivers license and insurance. Able to meet the physical demands of the job. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr