Guest Experience Supervisor - Dollywood's HeartSong Lodge & Resort - Full Time Y

Guest Experience Supervisor – Dollywood’s HeartSong Lodge & Resort – Full Time Year-Round

At Dollywood Parks & Resorts, we create memories worth repeating. Dollywood Resorts span six hundred rooms and fifteen food & beverage outlets in the Great Smoky Mountains of East Tennessee, and we plan to grow to over a thousand rooms at five resorts. As Guest Experience Supervisor, you will embody our mission of creating memorable experiences and will play a key role in ensuring guest satisfaction, profitability, and brand integrity. Responsibilities

Partner and align with Dollywood Entertainment, Special Events, and Marketing teams for festival activations and artist bookings. Coordinate all entertainment for events and booked artists, along with recreation activities for Camp DW. Ensure all activities and entertainment meet Dollywood Parks & Resorts brand standards while exceeding guest expectations. Operate and maintain recreation facilities and equipment. Plan and prepare facility schedules for weekly events. Communicate program and activity events throughout the resort via email, calendars, memos, and inter‑departmental communication. Conduct safety and hospitality training sessions to meet or exceed company requirements. Assist in the P&L and budget process to ensure department profitability. Maintain a friendly, cooperative, and accountable atmosphere that encourages hosts to excel. Schedule staffing to support resort needs and guest experience. Oversee organizational aspects of all areas and manage inventory tracking. Resolve employee conflicts and complaints while holding hosts accountable. Assist with creation, planning, and execution of new programs. Represent the recreation department, answering guest questions and handling unexpected situations. Qualifications – Education and Experience

High school diploma or equivalent; some college preferred. At least three (3) years in a similar lodging‑industry role. Ability to supervise, motivate, and lead others. At least 18 years old. Minimum six months of job‑related experience, including events coordination. Intermediate computer skills (Word, Excel, Outlook, PowerPoint). Knowledge of recreation facility operations and equipment. Knowledge of emergency procedures, First Aid, and CPR. Successful completion of background check and drug screen. Knowledge, Skills, and Abilities

Live out Dollywood’s “Lead with Love” qualities: patience, kindness, humility, respect, self‑lessness, forgiveness, honesty, and commitment. Make friendly impressions with guests, vendors, and employees. Represent Dollywood’s image with genuine friendliness and pride in work. Be self‑motivated, disciplined, and able to prioritize tasks. Maintain confidentiality and sound judgment with privileged information. Commit to continuous improvement. Project a professional appearance and good personal hygiene. Collaborate within a team environment. Perform effectively in a fast‑paced setting. Maintain dependable attendance and flexible to overtime, evenings, weekends, and holidays. Be sensitive to guest needs and act within company guidelines. Use effective communication, problem‑solving, conflict management, and interpersonal skills. Comprehend and retain instructions and information. Ensure a safe and secure environment for hosts and guests. Adapt to frequent priority changes. Perform basic math accurately. Tolerate varying temperatures while working outdoors. Drive company vehicle with valid driver’s license and insurance. Meet physical demands—lift, carry, and manage equipment up to 30 lb. Train others to participate in all activities. Management reserves the right to change and/or add to these duties at any time. #J-18808-Ljbffr