Job Summary
At Dollywood Parks & Resorts, we create memories worth repeating. We want to hire folks who love having a great time, and who want to encourage our guests do the same. Dollywood’s Hosts are more than just employees, they are a part of our extended family. Come be a part of all the fun we are having!
This role exists to develop, implement, maintain, and support the Sales and Service Center employee training programs. The role of the supervisor is to set goals and deadlines for onboarding and training, organize workflow, and ensure that the Training and Quality Assurance Coordinator and front-line trainers understand their duties and delegated tasks. This role will monitor employee productivity, accuracy and work quality and provide constructive feedback and coaching.
Additionally, the ideal candidate will be able 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.
Summary of Essential Functions and Responsibilities
- Supervise and lead direct report(s).
- Participate in evaluating applicants, interviewing candidates and hiring.
- Monitor activities of Training and Quality Assurance Coordinator, providing constructive feedback, coaching and support.
- Develop training plans for the team, including sales techniques, customer service excellence, meeting KPI standards, and best practices.
- Create training and standard operating procedure documentation and maintain knowledge database in Kustomer (or other customer relationship management tool).
- Develop a “train the trainer” program to ensure consistent training by front-line hosts.
- Review and make recommendations to improve quality assurance methodology, training and onboarding processes.
- Contribute to the development, communication, and measurement of incentive plans, and evaluate their effectiveness.
- Make recommendations for effective host recognition programs, tiered competency levels for agents, cross-training opportunities and work-from-home training and accountability.
- Make recommendations for leadership development programs for Sales and Service Support Specialists, PIC’s and Trainer/QA Coordinator
- Become certified as a Safety Trainer for Marketing Division.
- Collaborate with teams on park and at the resorts for shadowing opportunities between departments.
- Coordinate Sales and Service Team meetings.
- Adhere to annual budgets.
- Contribute to all Sales and Service Center processes as needed.
- Support the development of content and materials for onboarding new hosts.
- Work occasionally alongside front-line Hosts to coach on Core Values and identify training needs.
Management reserves the right to change and/or add to these duties at any time
Required Skills
- Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
- Must reflect Dollywood’s image by being genuinely friendly and caring and by taking pride in 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 be committed to continuous improvement.
- Must have professional appearance with good personal hygiene.
- Must promote and support a “team” work environment by cooperating and helping co-workers.
- Must be productive in a fast-paced, dynamic environment.
- Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
- Must be able to utilize effective communication, problem solving, conflict management and interpersonal skills.
- Must show appreciation of others.
- Able to perform duties consistent with creating a safe and secure environment for hosts and guests.
- Able to add, subtract, multiply and divide with accuracy.
- Able to complete general office duties including typing, data entry, filing, and answering telephones.
- Able to interpret/extract information and/or perform arithmetic functions.
- Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
- Able to get along with other employees to work out problems and resolve conflicts.
- Able to comprehend instructions and retain information.
- Able to be flexible to handle frequent changes in priorities.
- Able to communicate effectively using standard English grammar and punctuation
- Able to tolerate various temperatures while working outdoors.
- Able to operate/drive a company vehicle with valid TN driver’s license and insurance.
- Able to meet the physical demands of the job.
- Must have manual dexterity necessary to complete all job duties.
- Able to sit and/or stand for long/short periods.
- Able to prioritize tasks and complete assignments on time.
- Able to creatively problem solve while adhering to policy.
- Able to stoop, bend, and lift up to 25 pounds.
Required Experience
- Minimum 18 years of age.
- College degree or practical experience required.
- Two years of teaching or training experience required.
- Theme park, hospitality, sales or contact center experience preferred.
- Intermediate computer skills required including, but not limited to, Word, Excel, PowerPoint, Google Sheets, and Outlook.
- Strong working knowledge of and ability to teach common computer software preferred (e.g. spreadsheet, word processing, ticketing, hotel reservations, phone system, CRM)
- Knowledge of UJet, Kustomer, BOS Ticketing, or Opera preferred.
- Excellent oral presentation skills.
- Excellent writing skills.
The Dollywood Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. The Dollywood Company drives a welcoming culture where ideas and decisions from all people support our efforts to be relevant in an ever-changing world.