Housekeeping Manager - Dollywood's HeartSong Lodge and Resort - Exempt

Housekeeping Manager

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. The ideal Housekeeping Manager will be equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

The Housekeeping Manager, under the direction of the Executive Housekeeper, is responsible for providing supervision of the Housekeeping Department and maintaining cleanliness and standards in all resort guest rooms and public areas. Managing the department's day-to-day responsibilities, the Housekeeping Manager leads his/her team of Hosts to ensure high-quality, productive work while establishing an environment leading to high levels of guest and employee satisfaction. Additionally, the Housekeeping Manager works alongside the Executive Housekeeper with financial responsibilities associated with the department.

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

• Collaborate with Executive Housekeeper to maintain and evaluate cleanliness standards according to established resort housekeeping procedures by regularly completing guest room and public area inspections. Works with the housekeeping supervisor, room inspectors and Hosts to maintain standards and consistency
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Collaborates and communicates with both Front Office and Engineering regarding the status, condition and functionality of guest rooms. Reports defects. When required, place rooms out of order when engineering work is required and reinstates once completed
• Communicates a clear and consistent message regarding the housekeeping goals by providing direction, coaching, mentoring, correction, training, support and development of Hosts through timely and specific feedback and recognition
• Understands, complies with and able to implement safety and security policies and procedures for a safe work environment, safe work practices (chemicals, floor equipment, et. al), and guest safety and security
• Assists the Executive Housekeeper with monitoring, planning, payroll costs, budgets and forecasts. Assists in performing human resource functions for Hosts, including recruiting, onboarding, training, scheduling, payroll and appraising performance
• Performs quarterly, monthly, and daily inventories of housekeeping and cleaning supplies, linens, chemicals, et al. Assists in ordering operating/guest room supplies once inventories are completed
• Performs overall supervision of linen storage closets, supply areas, and other storage areas by conducting tours of the areas daily
• Prepares a variety of reports detailing room status, special request items, and occupant information. Distributes reports accordingly and makes sure to process special requests
• Verifies all VIP and group arrivals if they have not checked into the property when reports are completed
• Assists in recording and tracking the daily housekeeping statistics
• Maintains inventory and control of room keys; distributes keys to authorized staff
• Maintains the lost and found system for items found throughout the property. Stores and logs items Maintain records when items are returned to owners
• Resolves guest concerns to ensure complete satisfaction

Education and Experience Required

• Must be 18 years of age
• Requires a work history that clearly displays a thorough knowledge of best practices and procedures in hospitality housekeeping
• At least three (3) years of directly related housekeeping experience
• At least one (1) year of previous management/supervisory experience
• Basic computer experience along with experience with property management systems required. Experience with Opera preferred
• Must have prior experience with and/or training in proper housekeeping safety procedures (SDS/MSDS, chemical disposal, bloodborne pathogens, hazard communication, etc.)
• Bilingual English/Spanish speaking and writing skills are preferred
• Offers of employment are contingent upon satisfactory completion of background screening which includes criminal history and motor vehicle record check
• High school diploma or equivalent

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• 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 have professional appearance with good personal hygiene
• Must 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
• Must be able to communicate effectively with Guests and Hosts using approved communication methods
• Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
• 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 using approved communication methods
• Able to meet the physical demands of the job
• Able to communicate with guests and employees in a clear, professional manner
• Able to lift at least 30 lbs. without assistance
• Able to push/pull weight of up to 100 lbs
• Able to adhere to proper Housekeeping safety procedures (SDS/MSDS, chemical disposal, blood borne pathogens, hazard communication, etc.)
• Able to tolerate various temperatures while working outdoors

Physical Requirements | Environmental Conditions

• 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
• 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
• 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 communication 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.