HeartSong Market Supervisor - Dollywood's HeartSong Lodge & Resort - Full Time Year Round

At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across Dollywood Resorts which includes over 600 rooms and 15 Food & Beverage outlets, all located in the Great Smoky Mountains of East Tennessee. Our plan is to grow our resort footprint to over 1200 rooms across five resorts at Dollywood and to add other resorts to our overall company resort portfolio.

Ask anyone who has visited Dollywood Parks & Resorts and they will tell you this place is different. It’s not a difference that you can touch or see - it’s a difference you can feel. We are seeking a HeartSong Market Supervisor who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand and our region.

We want to work alongside someone who acts as an extension of our mission, values, and culture. This person is driven to create meaningful experiences for our hosts, guests, and community while simultaneously ensuring the success and profitability of our unique culinary offerings. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to their life and work. We are seeking an individual who has the ability to bring the vision of the Dollywood Resorts to life. The recipe for the right HeartSong Market Supervisor will be equal parts curious learner, innovator, administrator, mentor and motivator.

The HeartSong Market Supervisor is responsible for the consistent delivery of the brand through the Guests’ HeartSong Market experience.  This person will be working under the direction of the Director of Outlets. This person will directly oversee all guest and host service experiences related to the HeartSong Market managing daily outlet operations.  This person is responsible to guide, direct, and maintain quality service and ensure adherence to HeartSong standards. This person is responsible for promoting hiring, training and coaching the pantry Hosts to maximize sales and ensure guest satisfaction.   This person is responsible for ensuring that the outlet is maintained in a clean, sanitary and organized with appropriate merchandising and execution of F&B products.  This person strives to continually improve Guest and host team’s satisfaction scores and to maximize the financial performance in areas of responsibility.  This person determines where training is needed to accomplish goals, then implements plan in a manner consistent with the mission, values, operating philosophies and standards of The Dollywood Company and Gemstone Hotels & Resorts.

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 & Responsibilities

• This position will be responsible for supervising the business with all HeartSong Market sales Host during peak sales periods, including weekends and nights


• Ensures compliance with all cash handling, inventory, policies, standards and procedures by training, supervising, follow-up and hands-on management


• Performs leadership functions for staff, including hiring, training, scheduling, and evaluating performance


• Monitors and provides feedback to sales Hosts on their suggestive selling and guest service interactions; set up incentive programs to enhance sales


• Responsible for financial performance of operation and maintaining expenditures within budgeted guidelines


• Creates and adjusts Host schedules and hours of operation to meet the seasonal trends; check and approve hours in Time Force weekly by 10 am Monday


• Works with Director of Outlets to accomplish business planning, budgeting, and forecasting activities


• Maintains service and sanitation standards in HeartSong Market area


• Assists cashiers, runners and hosts on the floor during busy periods and high demand times


• Displays leadership in Guest hospitality, exemplify excellent customer service and creates a positive atmosphere for Guests and Hosts


• Responsible for creatively engaging Guests and capturing demand to improve revenues


• Handles Guest issues and complaints, empowering team to provide excellent customer service


• Ensures a positive work environment for all Hosts, and high levels of associate engagement and job satisfaction


• Develops operating / training manuals and keeps them up to date for the areas of responsibility


• Liaisons with all direct reports on all issues related to outlet and departmental operations


• Leads safety and security efforts for all areas of responsibility


• Liaisons with Director of Finance and accounting staff to resolve payroll, cash handling, payables, billing and point of sales issues


• Speaks with Guests on an informal basis upon departure to obtain feedback on quality of products, service levels and overall satisfaction


• Ensures team members receive on-going training to understand Guest expectations


• Maintains effective communication by providing: direction, coaching, mentoring, correction, training, support and development of staff through timely and specific feedback, corrective action, and recognition, utilizing an "open door" policy


• Establishes guidelines so team members understand expectations, ensuring compliance with food handling and sanitation standards


• Attends weekly Staff Meetings


• Incorporates Guest satisfaction as a component of outlet meetings with a focus on continuous improvement


• Reviews payroll expenditures to be budgeted and approved based on guidelines. Review and report on daily, weekly, and monthly payroll expenses.  Reports on weekly and monthly direct expenses


• Oversees the financial aspects of the department including purchasing and payment of invoices


• Develops and maintains relationships with Hosts, Guests, local community members, industry peers, and vendors

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

Education and Experience Required

• High School Diploma or equivalent


• Two (2) years of experience in F&B Supervision, Starbucks background preferred


• Intermediate computer knowledge with strong working knowledge of Microsoft Office Products


• Must successfully pass a background check, drug test and obtain a driver’s license

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 Guests and Hosts using approved communication methods


• Able to tolerate various temperatures while working outdoors


• Able to operate/drive a company vehicle with valid driver’s license and insurance


• Able to meet the physical demands of the job


• Able to sit, stand and walk; climb and descend indoor and outdoor stairs


• Able to move, bend, stoop, kneel, reach, twist


• Able to lift up to 50 lbs 

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.