Front Desk Host - Dollywood's HeartSong Lodge & Resort - Full Time Year Round

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day at Dollywood Resorts, which include over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our future plans include growing our resort footprint to over 1200 rooms across five resorts at Dollywood.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This individual is driven to create meaningful experiences for our hosts, guests, and community while ensuring the success and profitability of our unique offerings. They also bring fun, authenticity, collaboration, creativity, and genuine hospitality to their life and work. We seek an individual who can bring the vision of the resorts to life. The right Front Desk Host will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

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. The Host will be efficient and courteous operation of all front desk duties and responsibilities is expected, in adherence to company policies and procedures.

Additionally, the ideal candidate will be able to 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

• Welcomes 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/resort


• Establishes and secures proper guest credit. Handles any billing questions and inquiries


• Utilizes customer service skills to help solve 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 of the park hours and special events

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

Education and Experience Required

• 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 screen

Knowledge, Skills, and Abilities

• Must display and live out Lead with Love qualities strongly rooted in the Dollywood Company culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed


• 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 able to be productive in a fast-paced environment


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


• 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


• Able to comprehend instructions and retain information


• Able to perform duties consistent with creating a safe and secure environment for hosts and guests


• Able to be flexible to handle frequent changes in priorities


• Able to add, subtract, multiply and divide with accuracy


• Able to communicate effectively with Hosts and Guests using approved communication methods


• Able to tolerate various temperatures while working outdoors


• Able to meet the physical demands of the job


• Able to lift at least 25 lbs


• Able to stand majority of the shift

Physical and Cognitive Requirements  

• Lifting and Carrying: Position may require occasional to frequent lifting of up to 50 lbs. utilizing company’s safety guidelines for safe lifting 


• Mobility: Position may require intermittent to prolonged sitting, standing and/or walking for duration of shift, up to 13 hours. Employees may also be required to travel to various areas on property which may include changes in terrain, stairs and uneven surfaces


• Repetitive Movements: This position may require performing repetitive movements and tasks throughout the shift, including repeated use of hands, arms or other body parts as part of typical job functions 


• Environmental Conditions: This position requires the ability to perform work tasks in varying weather conditions to include extreme cold and heat. Employees may be required to work indoors and outdoors


• Cognitive and Sensory Requirements: This position requires strong cognitive skills, including the ability to think critically, solve problems, process and retain information, have attention to detail and communicate effectively using approved methods

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.