Director of Outlets - Dollywood's HeartSong Lodge & Resort - Exempt

The Dollywood Company

10d•Onsite

About The Position

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 plan is to increase 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 you can touch or see - it’s a difference you can feel. We are seeking a Director of Outlets for Dollywood Resorts who will embody the heart and soul of our mission of creating memories worth repeating while caring deeply about our brand. 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 Director of Outlets checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator. In this role, you will play in instrumental role in the success of the Food & Beverage operations at HeartSong Lodge and Resort. You will be responsible for ensuring the consistent delivery of the brand experience and achieving financial targets and related business KPI’s in the HeartSong food and beverage outlets. The Director of Outlets will be intimately involved in all aspects of food and beverage operations focusing on Ember & Elm Restaurant, High Note, In-Room Dining, Pool Service and The Song Bird Market. Leading a team and managing aspects of a resort’s food & beverage operation is something you love to do. You consistently demonstrate your food & beverage talents in performing your role and share the knowledge in a manner consistent with providing growth and learning for our hosts who will enjoy your servant leadership style and passion. Working to continually improve guest satisfaction through extraordinary food and beverage experiences (measured by Net Promotor Score) while assisting optimize the financial results of the enterprise will be a core daily function. As a theme park and attractions organization, safety is at the core of EVERYTHING we do, therefore sanitation, responsible alcohol service and food service standards are closely monitored and core to the success of this role overall. As a key member of the F&B leadership team at HeartSong, you will be a role model for the safety culture we’ve built. Dollywood Resorts views alcohol safety as seriously as ride safety in our parks and therefore all established policies and procedures must be followed in a “pass/fail” environment. You will find our standards to the be strictest in the industry as it relates to safety and the proper service of alcohol and are non-negotiable. In this role, you will contribute to ensuring that on an hourly, daily, monthly and yearly basis all established standards and legal obligations are met. These responsibilities will be led in a manner consistent with the mission, values, operating philosophies and standards of The Dollywood Company and Dollywood’s HeartSong Lodge & Resort.

Requirements

Requires advanced knowledge of food and beverage best practices for the hospitality industry
Requires a minimum formal education of an Associate’s degree or certification equivalent, or equivalent on-the-job experience
Requires a minimum of 5 years direct job-related experience
Requires a minimum of 5 years management experience
Previous hospitality experience in a multi-outlet environment required
Experience in restaurant, bar, in-room dining, and room service management required
Knowledge and experience with forecasting, budgeting, labor management, and purchasing to ensure maximum productivity
Ability to obtain any government required licenses or certifications, e.g. TIPS, Serve Safe Certification, CPR/First Aid, Food Handler’s permit required in the state, county, and/or city where employed
Must possess strong communication, listening, facilitation and problem-solving skills, computer skills and financial acumen
Ability to analyze, forecast data, and makes judgments to ensure proper payroll and production control
Must successfully pass a post-employment offer background check and drug screen
Must be 21 years old
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
Must show appreciation of others
Able to get along with other employees to work out problems and resolve conflicts
Able to comprehend instructions and retain information
Able to perform duties consistently while creating a safe and secure environment for hosts and guests
Able to be flexible and handle frequent changes in priorities
Able to communicate effectively with Hosts and Guests using approved methods of communication
Able to tolerate various temperatures while working outdoors
Able to operate/drive a company vehicle with valid TN driver’s license and insurance
Able to meet the physical demands of the job
Able to add, subtract, multiply and divide with accuracy

Responsibilities

Receiving direction and oversight from the Area Director of Food & Beverage, responsible for directing and organizing the activities of the outlets to ensure brand standards and a safe, high-quality food and beverage product are consistently being met while achieving budgeted revenue, cost and profit goals
Ensures a positive work environment for all hosts and high levels of engagement and job satisfaction
Ensures high levels customer service at all touch points, exceeding brand standards and guest expectations resulting in achieving guest satisfaction goals, customer loyalty, referrals and repeat business
Champions safety efforts for areas of responsibility. Complies with, and upholds all safety requirements, e.g. representation at safety committee meetings, complete and accurate daily temp logs, food handling and storage, dating, labeling product, monthly safety audits, safety critical host training, General Safety Training, Herschend Enterprises Alcohol Service Policy, safety sign-offs, monthly department safety audits, chemical introduction and handling, etc.
Responsible for creatively engaging guests and capturing demand to improve revenues and average check
POS subject matter expert
Co-owner of the outlet’s P&L, business planning, budgeting and forecasting activities
Embraces efforts and models behavior around Great Place Six (GP6); creates a Great Place to Work for Great People
Ensures all period-end inventories are completed and accurate
Provides input and assists in development and execution of action plans to address business shortfalls
Liaises with culinary leaders on a variety of issues related to menu development and food presentation
Partners with Human Resources, staff recruiting, interviewing and positive discipline. Hiring responsibility
Responsible for effective Host on-boarding and training programs in all areas of responsibility
Performance management (hourly and exempt)
Implements effective controls of food, beverage, and labor costs among all sub-departments
Develops, implements and monitors department schedules to meet customer demand while achieving productivity goals
Participates in the property’s Manager on Duty Program