Housekeeping Manager - Dollywood's DreamMore Resort & Spa - Exempt

About the Role

We are seeking a Housekeeping Manager 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 candidate will act as an extension of our mission, values, and culture, and be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Housekeeping Manager, under the direction of the Executive Housekeeper, is responsible for providing supervision of the Housekeeping Department and maintaining cleanliness and standards in all resort guest rooms and public areas. This role involves managing day-to-day responsibilities, leading a team of Hosts to ensure high-quality, productive work, and fostering high levels of guest and employee satisfaction. Additionally, the Housekeeping Manager collaborates with the Executive Housekeeper on financial responsibilities associated with the department.

The ideal candidate will display and live out "Lead with Love" qualities—patience, kindness, trust, unselfishness, truthfulness, forgiveness, dedication, and accountability—strongly rooted in the Dollywood Company culture.

Responsibilities

• Collaborate with the Executive Housekeeper to maintain and evaluate cleanliness standards according to established resort housekeeping procedures by regularly completing guest room and public area inspections.
• Work with the housekeeping supervisor, room inspectors, and Hosts to maintain standards and consistency.
• Ensure a positive, engaging, and empowering work environment for all Hosts, fostering high levels of engagement and job satisfaction.
• Collaborate and communicate with Front Office and Engineering regarding the status, condition, and functionality of guest rooms; report defects and place rooms out of order when engineering work is required.
• Communicate a clear and consistent message regarding housekeeping goals by providing direction, coaching, mentoring, correction, training, support, and development of Hosts through timely and specific feedback and recognition.
• Understand, comply with, and implement safety and security policies and procedures for a safe work environment, safe work practices (chemicals, floor equipment, etc.), and guest safety and security.
• Assist the Executive Housekeeper with monitoring, planning, payroll costs, budgets, and forecasts.
• Perform human resource functions for Hosts, including recruiting, onboarding, training, scheduling, payroll, and appraising performance.
• Perform quarterly, monthly, and daily inventories of housekeeping and cleaning supplies, linens, chemicals, etc.; assist in ordering operating/guest room supplies.
• Supervise linen storage closets, supply areas, and other storage areas by conducting daily tours.
• Prepare a variety of reports detailing room status, special request items, and occupant information; distribute reports and process special requests.
• Verify all VIP and group arrivals if they have not checked into the property when reports are completed.
• Assist in recording and tracking daily housekeeping statistics.
• Maintain inventory and control of room keys; distribute keys to authorized staff.
• Maintain the lost and found system for items found throughout the property; store, log, and return items to owners.
• Resolve guest concerns to ensure complete satisfaction.
• Act in the role of Executive Housekeeper in their absence.

Requirements

• Must be 18 years of age.
• Requires a work history that clearly displays a thorough knowledge of best practices and procedures in hospitality housekeeping.
• At least three (3) years of directly related housekeeping experience.
• At least one (1) year of previous management/supervisory experience.
• Basic computer experience along with experience with property management systems; experience with Opera preferred.
• Prior experience with and/or training in proper housekeeping safety procedures (SDS/MSDS, chemical disposal, bloodborne pathogens, hazard communication, etc.).
• Bilingual English/Spanish speaking and writing skills are preferred.
• Offers of employment are contingent upon satisfactory completion of background screening, including criminal history and motor vehicle record check.
• High school diploma or equivalent.

Skills

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Self-motivated and disciplined.
• Able to prioritize and complete work assignments on a timely basis.
• Maintain strict confidentiality and judgment regarding privileged information.
• Professional appearance with good personal hygiene.
• Productive in a fast-paced environment.
• Maintain dependable work attendance and flexibility with assigned work schedules, including 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 communicate effectively with guests and Hosts using approved communication methods.
• Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule.
• 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 be flexible to handle frequent changes in priorities.
• Able to add, subtract, multiply, and divide with accuracy.
• Able to tolerate various temperatures while working outdoors.
• Able to meet the physical demands of the job.
• Able to communicate with guests and employees in a clear, professional manner.
• Able to lift at least 30 lbs. without assistance.
• Able to push/pull weight of up to 100 lbs.
• Able to adhere to proper housekeeping safety procedures (SDS/MSDS, chemical disposal, bloodborne pathogens, hazard communication, etc.).

Physical Requirements & Environmental Conditions

• 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 the duration of the shift, up to 13 hours.
• 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, including extreme cold and heat.
• 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 communication methods.