Herschend Enterprises, committed for more than half a century to Creating Memories Worth Repeating®, we work daily to create wholesome, immersive entertainment experiences with soul and depth. Experiences for every generation of your family. Sometimes thrilling. Sometimes lighthearted. Always distinctive. Our award-winning theme parks, entertainment and attractions aim to inspire happiness and family bonding.
Today, we are considered the largest family-owned themed attractions corporation. Our parks and attractions are from coast to coast. Our team of more than 10,000 employees creates, develops and operates entertainment, tourism and hospitality properties that currently span 23 locations in nine states. Herschend Enterprises is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The Vice President of Resort Operations will provide a single point of leadership in driving the hospitality experience strategy and will be accountable for implementation and resource alignment as it relates to all operational and customer service projects and processes that support the business and the strategy, This individual is also responsible for ensuring that our hospitality properties are integrated well into the overall Dollywood Parks & Resorts daily operations and fulfil their defined role in the overall long term strategy plan for Dollywood Parks & Resorts. This role will be function out of the Property Support Center (PSC) but will be based at Dollywood Parks & Resorts.
Using the established principles of Servant Leadership on a daily basis, the Vice President will ensure that all resort operational standards, pricing strategies, and metrics are meeting or exceeding the established goals of each property. The Vice President will oversee the performance, accountability and direction of the resort managers in the Dollywood Parks & Resorts portfolio and other Herschend hospitality properties. The excellent cultural and operational acumen of the Vice President will be key in driving high NPS, budgeted profitability, and our great place to work objectives.
Under the matrix reporting structure, the Vice President will also be responsible for budgets, forecasts, capital expenditure planning, profit and loss statement reviews, safety goals and other longer-term planning items. The Vice President will be critical in ensuring the Dollywood Resorts portfolio maintains returns on investment criteria that are supportive of our overall companywide resort strategy.
This role will perform similar functions across all Herschend hospitality properties including the following:
- Lead a team of 5-6 direct reports and over 75 indirect reports (supervisors and managers)
- Performance management including setting goals and expectations, monitoring performance, providing feedback and implementing positive corrective discipline.
- Identify and create development and advancement opportunities using HFE succession tools.
- Partners with SVP of Hospitality, Park Presidents and other stakeholders to develop strategy and financial goals.
- Leads direct reports in the creation and execution of strategy
- Lead direct reports in the execution of “delivering the day” for our guests and hosts in a manner that upholds our Net Promoter Score goals and Great Place to Work (GP6) goals.
- Analyze data and metrics including financial performance to proactively address changing conditions and to ensure properties are operating within budgetary guidelines and financial goals.
- Assist in the developing a talent pipeline through professional associations and educational institutions to include internships and mentoring.
- Plan and execute annual Repair & Replacement Budgets (R&R) and the capital expenditure projects for each hospitality property ensuring long term capital is available for required renovations.
- Partner with the FP&A team on annual budgets, summer and fall reforecasts, and period end financial reviews.
- Partner with the representative property HR team on talent reviews, wage reviews, recruitment strategy, retention and other HR programs. Ensure that specific hospitality needs are being addressed.
- Partner with the representative property Sales & Marketing Team to ensure all advertising, public relations, and promotional activity for resorts are appropriately represented in delivery.
- Support the respective park operations in any reasonable request and to ensure the parks have all available resources necessary for execution of special events and or special request of the resorts.
- Participate in the representative property “President Team” meetings as required to ensure communication channels are clear on campus wide initiatives or activity.
- Participate in HFE programs or meetings as directed such as Herschend University, ELT meetings, certain committees or leadership development programs.
- Collaborate as directed with Herschend Creative Studios, SVP of Hospitality and the COO on HFE hospitality related projects in the near and long term.
- Support SVP Hospitality as directed in the overall execution of the Herschend Hospitality Strategy across the Herschend Enterprises portfolio.
Required Skills
- Working knowledge of Excel, MS Word, Outlook preferred.
- Prioritize and complete work assignments on a timely basis.
- Maintain strict confidentiality and judgment regarding privileged information.
- Display and live out our Lead With Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.
- Promote and support a “team” work environment by cooperating and helping co-workers.
- Tolerate a fast-paced, bustling environment.
- Flexible to work nights, weeks and holidays.
- Sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.
Required Experience
- College Degree in related field preferred.
- At least 10-15 years of experience as a full-service resort general manager, regional responsibility for several properties is ideal but not required.
- Excellent working knowledge of hospitality group rooms sales strategy and process.
- Excellent working knowledge of revenue management best practices.
- At least 10 years’ experience in hiring, training, supervising 5 or more direct reports.
- Experience in developing and implementing hospitality projects, documents, presentations, programs and initiatives including new property opening activities.