The Dollywood Company
General Manager - Dollywood's HeartSong Lodge & Resort - Full Time Exempt
The Dollywood Company, Mountain City, Tennessee, United States, 37683
Overview
General Manager - Dollywood's HeartSong Lodge & Resort - Full Time Exempt 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 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. 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 on 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 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 daily. 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 HeartSong’s 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 clear and timely communication about hotel operations. 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 community activities 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 hotel compliance with all regulations and Herschend policies related to alcohol sales and service. Ensure hotel operations comply with all laws and regulations governing licenses. Qualifications
Bachelor’s degree required or equivalent work experience. Minimum of 7 years’ senior level experience at a full-service resort, hotel or similar venue with transferable experience, abilities and skills. Proven track record of accomplishment and growth; broad knowledge of hotel operations. Strong working knowledge of revenue management with successful strategies that maximize revenue. Proven leadership skills in problem solving, team building, and elevating host morale. Ability to manage both up-line (ownership-asset manager-corporate officer) and down-line (department heads-managers and staff). Attention to detail and accuracy of information; cognitive aptitude for financial reports, conceptual and strategic thinking. Effective verbal and written communication skills in English. Proficiency in Microsoft Word, Outlook, Excel and PowerPoint. ProfitSword experience a plus. Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred. Experience managing budgets with forecasted targets. Lead With Love principles and ability to embody patient, kind, humble, respectful, unselfish, forgiving, truthful, trusting, and dedicated behavior. Self-motivated, disciplined, able to thrive in a fast-paced environment with changing priorities. Ability to prioritize and complete work on a timely basis. Maintain confidentiality and exercise sound judgment with privileged information. Strong guest-facing communication; professional appearance and demeanor. Commitment to continuous improvement and team-oriented culture. Flexibility to work evenings, weekends, and holidays; ability to work in varied temperatures and outdoors as required. Must be able to drive a company vehicle with a TN driver’s license and insurance. Must meet physical demands of the job. Seniority level
Executive Employment type
Full-time Job function
Management and Manufacturing Industries
Entertainment Providers Boone, NC | $90,000 - $105,000 per year
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General Manager - Dollywood's HeartSong Lodge & Resort - Full Time Exempt 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 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. 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 on 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 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 daily. 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 HeartSong’s 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 clear and timely communication about hotel operations. 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 community activities 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 hotel compliance with all regulations and Herschend policies related to alcohol sales and service. Ensure hotel operations comply with all laws and regulations governing licenses. Qualifications
Bachelor’s degree required or equivalent work experience. Minimum of 7 years’ senior level experience at a full-service resort, hotel or similar venue with transferable experience, abilities and skills. Proven track record of accomplishment and growth; broad knowledge of hotel operations. Strong working knowledge of revenue management with successful strategies that maximize revenue. Proven leadership skills in problem solving, team building, and elevating host morale. Ability to manage both up-line (ownership-asset manager-corporate officer) and down-line (department heads-managers and staff). Attention to detail and accuracy of information; cognitive aptitude for financial reports, conceptual and strategic thinking. Effective verbal and written communication skills in English. Proficiency in Microsoft Word, Outlook, Excel and PowerPoint. ProfitSword experience a plus. Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred. Experience managing budgets with forecasted targets. Lead With Love principles and ability to embody patient, kind, humble, respectful, unselfish, forgiving, truthful, trusting, and dedicated behavior. Self-motivated, disciplined, able to thrive in a fast-paced environment with changing priorities. Ability to prioritize and complete work on a timely basis. Maintain confidentiality and exercise sound judgment with privileged information. Strong guest-facing communication; professional appearance and demeanor. Commitment to continuous improvement and team-oriented culture. Flexibility to work evenings, weekends, and holidays; ability to work in varied temperatures and outdoors as required. Must be able to drive a company vehicle with a TN driver’s license and insurance. Must meet physical demands of the job. Seniority level
Executive Employment type
Full-time Job function
Management and Manufacturing Industries
Entertainment Providers Boone, NC | $90,000 - $105,000 per year
#J-18808-Ljbffr