Guest Experience Supervisor — Front Desk & Services

Herschend Family Entertainment Corporation; Pigeon Forge (TN); On-site; USD 22,000 - 30,000; Full time

Job summary

Dollywood's HeartSong Lodge & Resort is hiring a Front Desk Supervisor to oversee front desk, guest services, and ticket staff, ensuring a personalized and excellent guest experience. You will coordinate with other departments and supervise daily operations with a focus on brand standards and guest satisfaction.

The role requires a high school diploma, 3+ years in hospitality, and 2+ years of supervisory experience, plus ability to pass a typing test and background checks.

Qualifications

• High school diploma required.
• Minimum of three years hospitality experience.
• Minimum 2 years supervisory experience.
• Must be able to pass typing test (25 wpm or greater).
• Offers of employment contingent upon background screening and pre-employment drug screening.

Responsibilities

• Leads by displaying effective communication skills by providing direction, coaching, mentoring, training, and development.
• Responsible for improving the guests' experiences for the front desk, guest services, and ticket operations.
• Ensures high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in customer loyalty, referrals and repeat business.
• Actively welcomes guests, able to solve guest concerns, and ensures guest satisfaction.
• Assists Front Office Manager and Assistant Front Office Manager with human resources functions for staff, including hiring, training, scheduling, and evaluating.
• Handles billing questions and inquiries.
• Solves guest-related problems within scope of authority, including complaints and billing discrepancies.
• Generates reports for the front desk, facilities, and housekeeping teams.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Completes daily and weekly reports for management.
• Assists Front Office Manager and Assistant Front Office Manager with managing room’s matrix and inventory.
• Manages departmental inventories and ensures adequate stock and re-orders when necessary.

Skills

Customer service

Leadership

Communication

Problem solving

Reservation systems

Education

High school diploma

Job description

Dollywood's HeartSong Lodge & Resort is hiring a Front Desk Supervisor to oversee front desk, guest services, and ticket staff, ensuring a personalized and excellent guest experience. You will coordinate with other departments and supervise daily operations with a focus on brand standards and guest satisfaction.

The role requires a high school diploma, 3+ years in hospitality, and 2+ years of supervisory experience, plus ability to pass a typing test and background checks.