JOB SUMMARY

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.

SUMMARY OF MAJOR DUTIES & RESPONSIBILITIES

• 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.

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

Required Skills

PERSONALITY/ATTITUDE REQUIREMENTS

• 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. • Must have excellent communication skills. • Must have excellent customer service skills. • Must be able to remain calm and courteous during times of high volume.

ESSENTIAL FUNCTIONS NECESSARY TO PERFORM JOB DUTIES

• Able to display and live out our Lead With Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated. • 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. • Able to tolerate temperatures of 0 to 110 degrees. • Able to work outdoors. • Able to interpret or extract information and/or perform arithmetic functions. • Able to lift at least 25 pounds. • Excellent customer service skills.

Required Experience

EDUCATIONAL AND EXPERIENCE REQUIREMENTS

• Basic computer knowledge and usage preferred. • At least six (6) months directly related front desk experience required. • Previous experience in a hospitality environment strongly preferred. • High school diploma or equivalent. • Must be at least 18 years of age. • Must be able to successfully pass a background check and drug test.

PERSONALITY/ATTITUDE REQUIREMENTS

• 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. • Must have excellent communication skills. • Must have excellent customer service skills. • Must be able to remain calm and courteous during times of high volume.

ESSENTIAL FUNCTIONS NECESSARY TO PERFORM JOB DUTIES

• Able to display and live out our Lead With Love principles by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated. • 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. • Able to tolerate temperatures of 0 to 110 degrees. • Able to work outdoors. • Able to interpret or extract information and/or perform arithmetic functions. • Able to lift at least 25 pounds. • Excellent customer service skills.