HeartSong Market Supervisor - Dollywood's HeartSong Lodge & Resort - Year Round

Job Details At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across Dollywood Resorts which includes over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our plan is to grow our resort footprint to over 1200 rooms across five resorts at Dollywood and to add other resorts to our overall company resort portfolio.

Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a Heart Song Market Supervisor who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand and our region.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our hosts, guests, and community while simultaneously ensuring the success and profitability of our unique culinary offerings. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to their life and work.

We are seeking an individual who has the ability to bring the vision of the Dollywood Resorts to life. The recipe for the right Heart Song Market Supervisor will be equal parts curious learner, innovator, administrator, mentor and motivator. The Heart Song Market Supervisor is responsible for the consistent delivery of the brand through the Guests’ Heart Song Market experience.

This person will be working under the direction of the Director of Outlets. This person will directly oversee all guest and host service experiences related to the Heart Song Market managing daily outlet operations. This person is responsible to guide, direct, and maintain quality service and ensure adherence to Heart Song standards. This person is responsible for promoting hiring, training and coaching the pantry Hosts to maximize sales and ensure guest satisfaction.

This person is responsible for ensuring that the outlet is maintained in a clean, sanitary and organized with appropriate merchandising and execution of F&B products. This person strives to continually improve Guest and host team’s satisfaction scores and to maximize the financial performance in areas of responsibility. This person determines where training is needed to accomplish goals, then implements plan in a manner consistent with the mission, values, operating philosophies and standards of The Dollywood Company and Gemstone Hotels & Resorts.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Dollywood Company culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

• This position will be responsible for supervising the business with all Heart Song Market sales Host during peak sales periods, including weekends and nights
• Ensures compliance with all cash handling, inventory, policies, standards and procedures by training, supervising, follow-up and hands-on management
• Performs leadership functions for staff, including hiring, training, scheduling, and evaluating performance
• Monitors and provides feedback to sales Hosts on their suggestive selling and guest service interactions; set up incentive programs to enhance sales
• Responsible for financial performance of operation and maintaining expenditures within budgeted guidelines
• Creates and adjusts Host schedules and hours of operation to meet the seasonal trends; check and approve hours in Time Force weekly by 10 am Monday
• Works with Director of Outlets to accomplish business planning, budgeting, and forecasting activities
• Maintains service and sanitation standards in Heart Song Market area
• Assists cashiers, runners and hosts on the floor during busy periods and high demand times
• Displays leadership in Guest hospitality, exemplify excellent customer service and creates a positive atmosphere for Guests and Hosts
• Responsible for creatively engaging Guests and capturing demand to improve revenues
• Handles Guest issues and complaints, empowering team to provide excellent customer service
• Ensures a positive work environment for all Hosts, and high levels of associate engagement and job satisfaction
• Develops operating / training manuals and keeps them up to date for the areas of responsibility
• Liaisons with all direct reports on all issues related to outlet and departmental operations
• Leads safety and security efforts for all areas of responsibility
• Liaisons with Director of Finance and accounting staff to resolve payroll, cash handling, payables, billing and point of sales issues
• Speaks with Guests on an informal basis upon departure to obtain feedback on quality of products, service levels and overall satisfaction
• Ensures team members receive on-going training to understand Guest expectations
• Maintains effective…