Housekeeping Manager

Housekeeping Manager

Herschend is seeking a reliable and observant Housekeeping Manager to help lead our newest hospitality venture, Dolly Parton's SongTeller Hotel, located in the heart of Downtown Nashville. The ideal candidate is hands-on, brings a heart for hospitality and an exceptional talent for orchestrating seamless guest experiences across all aspects of hotel operations. With equal parts integrity, creativity and operational expertise, this leader will ensure SongTeller delivers service that's as genuine and memorable as Dolly herself.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

The Housekeeping Manager offers an extraordinary opportunity to help lead the overall cleanliness, presentation, and maintenance of all guest rooms, public spaces, back-of-house areas, and special focus on Laundry Department excellence and hospitality identity for Dolly Parton's SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton's Museum. Helping to lead all aspects of the hotel's welcome environment, ensuring every touchpoint from arrival to farewell, reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. To achieve success in this role, one must drive results while adhering to our Heartspitality® culture. This role will be highly rewarding for a visionary, hands-on and team-focused leader with a demonstrated history of building strong teams and operating with excellence while driving timeless and unforgettable guest experiences.

SongTeller Hotel Nashville is more than just a place to rest your head, it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor - it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconic hostess herself!

Summary of Essential Functions & Responsibilities:

• Inspect guest rooms, public areas, and back-of-house spaces regularly to verify adherence to quality and safety standards, taking corrective action when necessary.
• Assist the Director of Housekeeping lead and own the Laundry Department operations in all aspects including scheduling and staffing.
• Manage daily operations of the laundry facility, including washing, drying, folding, and distribution
• Ensure all hotel linens, towels, uniforms, and guest laundry meet cleanliness and quality standards
• Monitor wash formulas, chemical usage, and equipment settings for optimal results and fabric care
• Conduct regular inspections of processed laundry for stains, damage, and overall quality
• Help track and control linen usage, loss, and replacement costs
• Maintain and troubleshoot laundry equipment; coordinate repairs and preventative maintenance
• Maintain organized, clean, and safe laundry work areas
• Develop and implement detailed Laundry department specific procedures and training material in collaboration with Director of Housekeeping.
• Properly maintain par levels of all chemicals and linen material with weekly and monthly inventory counts as directed my senior leadership.
• Collaborate closely with the Front Office to manage room readiness, VIP setups, guest preferences, and last-minute requests, ensuring seamless communication and guest satisfaction.
• Respond to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed.
• Drive a guest-centric environment, ensuring every interaction, event, and service touchpoint delivers memorable, personalized experiences that align with the SongTeller brand.
• Empower the team to go above and beyond, respond to guest feedback with grace, and always find a way to add that extra sparkle.
• Maintain high visibility during peak periods to support staff and engage with guests directly.
• Lead laundry departmental meetings and contribute to hotel leadership discussions focused on service quality and operational improvements.
• Prepare Laundry Department weekly labor and operating controllables information for review with DOH to help ensure budget/forecast accuracy at the end of each period.
• Implement and enforce safety protocols and compliance with health and sanitation regulations, including chemical handling procedures, PPE use, and OSHA guidelines.
• Oversee the operation and maintenance of laundry facility, ensuring timely service delivery and quality control of linens. Support sustainability programs such as linen reuse, eco-friendly cleaning initiatives, and energy-saving technologies within the department.
• Assist with proper documentation and tracking of lost and found items, and manage the return process in compliance with hotel policy.
• Represent Dolly Parton's SongTeller Hotel professionally in industry and community events, embodying the brand's warmth, creativity, and hospitality ethos.
• Utilize operational systems such as Opera, Opera Cloud*, Hotel Effectiveness, Microsoft Office, Chargerback, HotSoS and other hotel systems to optimize performance, and maintain operational transparency.

This job description is not an "all-inclusive' list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

Qualifications:

• 3+ years of hotel operations experience with 1 year in hotel leadership role in upscale, lifestyle or luxury hotel setting.
• Laundry facility experience preferred
• Capable of lifting, pushing, or pulling 25–50 lbs
• Work background reflects a successful track record of accomplishment and growth in hospitality operations with proven experience leading multi-departmental hotel operations
• Experience leading teams and delivering strong guest and team member satisfaction results.
• The ability to think outside the box using a fresh and innovative approach in all aspects of the position and fluency in hospitality trends and competitor analysis.
• Strong organizational and multitasking skills with keen attention to detail
• Proven leadership skills, problem solving, team building, communication and organizational skills.
• A love for storytelling through the guest experience
• Strong communication and interpersonal skills
• Ability to work collaboratively with other departments to ensure seamless guest experiences.
• Capable of handling stressful situations calmly and efficiently while maintaining service standards.
• Flexibility to work evenings, weekends, and holidays as needed
• Multilingual skills a plus (Spanish preferably)

About Dolly Parton's SongTeller Hotel & Herschend:

Dolly Parton's SongTeller Hotel is the newest hospitality venture of Herschend. Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. We firmly believe that words and actions matter, which is why all individuals are to be treated equally and with respect.

Equal Opportunity Employer 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.