Guest Experience Manager, Resort & Spa

Dollywood's Dreammore Resort & Spa; Pigeon Forge (TN); On-site; USD 60,000 - 75,000; Full time

Job summary

Dollywood's DreamMore Resort & Spa in Pigeon Forge, TN is seeking a seasoned Guest Relations Manager to lead guest services and ensure exceptional hospitality across all resort operations. The role supports senior leadership, acts as Manager on Duty, and supervises second-shift guest experience teams.

Key duties include resolving guest concerns, driving guest satisfaction, training Hosts, coordinating with departments, monitoring service standards, and upholding Dollywood's values of hospitality

Qualifications

• High school diploma or equivalent required; post-secondary education in Hospitality, Hotel Management, Tourism, or Business preferred.
• Minimum of 2 years progressive supervisory experience within Rooms Division, F&B or Safety/Security of a hotel preferred.
• Knowledge of hotel/resort operations with focus in rooms operations; strong communication and leadership skills.

Responsibilities

• Maintain relationships with all departments to support operations and resolve issues.
• Develop and implement property-wide strategies to improve guest satisfaction and repeat visitation.
• Interact with guests regularly to gather feedback and educate staff on service expectations.
• Lead by example with outstanding hospitality, problem-solving and ownership of guest concerns.
• Monitor staffing levels, service delivery, and guest-facing areas for cleanliness and appearance.
• Provide immediate assistance to guests; resolve complaints to satisfy guests and inform leadership.

Skills

Guest relations

Leadership

Customer service

Communication

Problem solving

Attention to detail

Teamwork

Education

High school diploma or equivalent

Hospitality/Business degree

College degree preferred (Business or Hospitality)

Tools

Opera PMS

Micros POS

HotSOS

Job description

Dollywood's DreamMore Resort & Spa in Pigeon Forge, TN is seeking a seasoned Guest Relations Manager to lead guest services and ensure exceptional hospitality across all resort operations. The role supports senior leadership, acts as Manager on Duty, and supervises second-shift guest experience teams.

Key duties include resolving guest concerns, driving guest satisfaction, training Hosts, coordinating with departments, monitoring service standards, and upholding Dollywood's values of hospitality