Guest Experience Supervisor - Dollywood's HeartSong Lodge & Resort - Year Round

Guest Experience Supervisor – Dollywood’s Heart Song 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.

• 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.

• 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.

• 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.