Guest Relations Manager - Dollywood's HeartSong Lodge & Resort - Exempt

Guest Relations Manager - Dollywood's Heart Song Lodge & Resort - Exempt

At Dollywood Parks & Resorts, we create memories worth repeating. Each day we provide extraordinary experiences for guests across 600 rooms and 15 Food & Beverage outlets located in the Great Smoky Mountains of East Tennessee. Our future plans include expanding our resort footprint to over 1200 rooms across five Dollywood resorts.

• Maintain strong working relationships with all departments to support property operations and expedite resolution of any problems.
• Assist with the development and implementation of property‑wide strategies to meet or exceed guest expectations, emphasizing guest satisfaction, repeat visitation and Net Promoter scores.
• Interact with guests to obtain feedback on quality and service, and educate the team on drivers of guest satisfaction during staff meetings.
• Serve as a leader and role model for guest relations, demonstrating outstanding hospitality, problem ownership, and resolution skills.
• Ensure a positive, engaging and empowering work environment for all hosts, promoting continuous improvement and high engagement.
• Provide immediate assistance to guests, resolve problems to satisfaction, and follow up as required.
• Monitor guest feedback from all sources, responding to social media posts and emails and communicating with relevant departments.
• Conduct regular inspection tours of the resort, ensuring appearance, cleanliness, safety, staffing, security and maintenance compliance.
• On‑board new members, facilitate annual Manager on Duty refresher training, and act as Lobby Ambassador during peak arrival times.

• High school diploma or equivalent.
• Post‑secondary education in Hospitality, Hotel Management, Tourism or Business preferred.
• Minimum 2 years progressive supervisory experience within Rooms Division, Food & Beverage or Safety/Security of a hotel preferred.
• Knowledge of hotel/resort operations with a specific focus on rooms operations.
• Intermediate computer skills including Microsoft applications.
• Must successfully pass a background check, drug test and obtain a Tennessee driver’s license.

• Lead with Love qualities – patient, kind, humble, respectful, selfless, honest and committed.
• Excellent communication skills – speaking, writing, and presentation.
• Strong problem‑solving, conflict management and interpersonal skills.
• Proficiency with PMS and POS systems – HotSOS, Micros (POS), and Opera (PMS) preferred.
• Ability to work in a fast‑paced, dynamic environment with flexibility and dependability.
• Commitment to continuous improvement and team collaboration.

Seniority level:
Mid‑Senior;

Employment type:

Full‑time;
Job function:
Management & Manufacturing;
Industries:
Entertainment Providers.

The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever‑changing world.