JOB SUMMARY

The Hospitality Leader Apprentice will work in a supported learning environment to develop the skills and knowledge required of a Front Office Supervisor position within the Dollywood Company. This apprenticeship will gain valuable on the job learning experience responsible for a wide variety of tasks necessary in this leadership development program.

SUMMARY OF MAJOR DUTIES AND RESPONSIBILITIES

FRONT DESK HOST – YEAR ONE

The purpose of the Front Desk Host is to assist Resort guests with any needs or questions that arise during check-in and check-out while providing a personalized and excellent customer service.   Efficient and courteous operation of all front desk duties and responsibilities, adhere to company policy and procedures.

• Welcome guests in a friendly, upbeat and positive manner, solves minor problems, and ensures guests have a great stay.
• Enters data into computer, including some minor accounting functions.
• Registers guests in and out of the conference center.
• Establishes and secures proper guest credit. Handles any billing questions and inquiries.
• Solves guest-related problems within scope of authority.
• Answers and directs all incoming calls and in-house calls received on the main switchboard console promptly and efficiently. Takes messages as required and delivers accordingly.
• Makes hospitality calls for new arrivals nightly.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Maintains the front lobby area, ensuring cleanliness at all times.
• Coordinates guest recreation as needed. Assists Conference Planning staff as needed.
• Maintains accurate daily event information.
• Maintains daily posting of event sheet.
• Maintains supply of informational brochures, flyers, and maps.
• Maintains current knowledge of events in the area, points of interest, and services in the area.
• Comprehensive knowledge the park hours and special events.

FRONT DESK TEAM LEAD – YEAR TWO

 Lead and coordinate the activities of all front desk staff in a professional, positive and upbeat manner. 

 In addition to YEAR ONE responsibilities:

• Ensures team is aware of all groups, functions, events, VIPs and changes to procedure or protocol on a daily basis.
• Solves guest-related problems within scope of authority, including complaints and billing discrepancies.
• Generates reports for Front Desk, Facilities, and Housekeeping.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Enter data into the computer, including accounting data.
• Oversees the operations of the Front Desk, Switchboard and Guest Services.
• Completes daily and weekly reports for management.
• Assist with supervision of the Front Desk area; prepare work schedules, training outlines, team lead reports, and process payroll on a weekly basis.
• Coaching of hosts: Assist Supervisor by making them aware of disciplinary action recommendations.
• Completing and issuing of hosts Performance Appraisals.
• Assist Supervisor with the information needed to respond to guests’ written and verbal comments.
• Responsible for proper staffing of area to include interviewing and hiring of hosts.
• Assist with financial responsibilities by operating your area(s) within budget.
• Ensure areas/hosts have required equipment and supplies.

FRONT OFFICE SUPERVISOR – YEAR THREE

Assist guests with any needs or questions that arise during check-in and checkout while providing a personalized and excellent customer service. Work closely with all other departments in order to maintain proper working partnerships.  Efficient and courteous operation of all front desk duties and responsibilities, adhere to company policy and procedures.

In addition to YEAR TWO responsibilities:

• Assist Front Office Manager with human resource functions for staff, including hiring, training, scheduling, and evaluating.
• Assists with preparation of the Front Office budget.
• Oversees the operations of the Front Desk, Reservations, Guest Services, and Switchboard.
• Completes daily and weekly reports for management.
• Assists Front Office Manager with managing room’s matrix and inventory.
• Manages departmental inventories and ensures adequate stock, re-orders when necessary.

Management reserves the right to change and/or add to these duties at any time.

Required Skills

• Able to project Dollywood’s image by being genuinely friendly and caring and by taking pride in their work.

• Must be self-motivated and disciplined.

• Must be able to prioritize and complete work assignments on a timely basis.

• Must maintain strict confidentiality and judgment regarding privileged information.

• Must display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.

• Must be willing to constantly improve.

• Must have professional appearance with good personal hygiene.

• Must promote and support a “team” work environment by cooperating and helping co-workers.

• Must adapt to changes easily.

• Must tolerate a fast-paced, hectic environment.

• Must show appreciation to others.

• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.

• Able to display and live out our Lead With Love principles strongly rooted in the Dollywood Company culture by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.

• Able to tolerate temperatures of 0 to 100 degrees.

• Able to work outdoors.

• Able to problem solve quickly.

• Excellent customer service skills.

• Able to complete general office/clerical duties.

• May compile objective and measurable data and produce reports.

• Able to hear, see and speak.

• Able to speak, read and write English.

• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.

• Must have manual dexterity necessary to complete all job duties.

• Able to sit and/or stand for long/short periods.

• Able to maintain good personal hygiene.

• Able to get along with other employees to work out problems and resolve conflicts.

• Able to comprehend instructions and retain information.

• Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.

• Able to tolerate a fast-paced, hectic environment.

• Able to be flexible to handle frequent changes in priorities.

• Able to prioritize tasks and complete assignments on time.

Required Experience

EDUCATIONAL AND EXPERIENCE REQUIREMENTS

• Walters State Community College Apprenticeship Program participant.
• Minimum 6 months directly related front desk experience preferred.
• Previous experience in a hospitality environment strongly preferred.
• Minimum 18 years of age required.
• Must be able to pass a pre-employment drug screen and background check.
• Basic computer skills required.

• Able to project Dollywood’s image by being genuinely friendly and caring and by taking pride in their work.

• Must be self-motivated and disciplined.

• Must be able to prioritize and complete work assignments on a timely basis.

• Must maintain strict confidentiality and judgment regarding privileged information.

• Must display and live out our Lead with Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.

• Must be willing to constantly improve.

• Must have professional appearance with good personal hygiene.

• Must promote and support a “team” work environment by cooperating and helping co-workers.

• Must adapt to changes easily.

• Must tolerate a fast-paced, hectic environment.

• Must show appreciation to others.

• Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines.

• Able to display and live out our Lead With Love principles strongly rooted in the Dollywood Company culture by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated.

• Able to tolerate temperatures of 0 to 100 degrees.

• Able to work outdoors.

• Able to problem solve quickly.

• Excellent customer service skills.

• Able to complete general office/clerical duties.

• May compile objective and measurable data and produce reports.

• Able to hear, see and speak.

• Able to speak, read and write English.

• Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees.

• Must have manual dexterity necessary to complete all job duties.

• Able to sit and/or stand for long/short periods.

• Able to maintain good personal hygiene.

• Able to get along with other employees to work out problems and resolve conflicts.

• Able to comprehend instructions and retain information.

• Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays.

• Able to tolerate a fast-paced, hectic environment.

• Able to be flexible to handle frequent changes in priorities.

• Able to prioritize tasks and complete assignments on time.