Front Desk Host - Dollywood's DreamMore Resort & Spa - Part Time Seasonal

About the role

At Dollywood Parks & Resorts, we create memories worth repeating! We are seeking a Front Desk Host who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. The ideal Front Desk Host will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The purpose of the Front Desk Host is to assist Resort guests with any needs or questions that arise during check-in and check-out while providing a personalized and excellent customer service. The Host will ensure the efficient and courteous operation of all front desk duties and responsibilities, in adherence to company policies and procedures.

The ideal candidate will display and live out Lead with Love qualities—patient, kind, trusting, unselfish, truthful, forgiving, dedicated, and accountable—strongly rooted in the Dollywood Company culture.

Responsibilities

• Welcomes guests in a friendly, upbeat, and positive manner, solves minor problems, and ensures guests have a great stay
• Enters data into computer, including some minor accounting functions
• Registers guests in and out of the conference center/resort
• Establishes and secures proper guest credit; handles any billing questions and inquiries
• Utilizes customer service skills to help solve guest-related problems within scope of authority
• Answers and directs all incoming calls and in-house calls received on the main switchboard console promptly and efficiently; takes messages as required and delivers accordingly
• Makes hospitality calls for new arrivals nightly
• Performs all accounting duties including posting charges, account settlements, and shift closing
• Maintains the front lobby area, ensuring cleanliness at all times
• Coordinates guest recreation as needed
• Assists Conference Planning staff as needed
• Maintains accurate daily event information and daily posting of event sheet
• Maintains supply of informational brochures, flyers, and maps
• Maintains current knowledge of events in the area, points of interest, and services in the area
• Demonstrates comprehensive knowledge of the park hours and special events

Management reserves the right to change and/or add to these duties at any time.

Requirements

• Must be at least 18 years of age
• Basic computer knowledge and usage preferred
• At least six (6) months directly related front desk experience required
• Previous experience in a hospitality environment strongly preferred
• High school diploma or equivalent
• Offers of employment are contingent upon satisfactory completion of onboarding process which includes background screening and pre-employment drug screening

Skills

• Must display and live out Lead with Love qualities: patient, kind, humble, respectful, selfless, forgiving, honest, and committed
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in work
• Self-motivated and disciplined
• Able to prioritize and complete work assignments on a timely basis
• Maintains strict confidentiality and judgment regarding privileged information
• Committed to continuous improvement
• Professional appearance with good personal hygiene
• Promotes and supports a “team” work environment by cooperating and helping co-workers
• Able to be productive in a fast-paced environment
• Maintains dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends, and holidays
• Sensitive to the needs of guests and empowered to act to meet their needs within company guidelines
• Effective communication, problem solving, conflict management, and interpersonal skills
• 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 handle frequent changes in priorities
• Able to add, subtract, multiply, and divide with accuracy
• Able to communicate effectively with hosts and guests using approved communication methods

Physical and Cognitive Requirements

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs. 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. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs, and uneven surfaces
• 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. Employees may be required to work indoors and outdoors
• 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 methods
• Able to meet the physical demands of the job
• Able to stand majority of the shift