Job Summary

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.

The Guest Communications Coordinator affects and enhances The Dollywood Company’s guest experience by monitoring all Dollywood Parks & Resorts social media platforms for guest service opportunities. This role is responsible for acting as the voice and guest service representative for Dollywood, answering inquiries in a timely manner and encouraging guest engagement.

The Guest Communication Coordinator also monitors and acts according to the crisis communications plan for The Dollywood Company and Herschend Family Enterprises. This person must achieve these goals in a manner consistent with the mission, values and operating philosophies and standards of the Dollywood Company.

The work schedule is Thursday-Monday, 9 a.m. - 5 p.m. An opportunity for remote weekends is an option for this position.

Additionally, the ideal candidate will be able 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

What the job entails:

• You’ll monitor Dollywood Parks & Resorts social channels, responding to guests in a timely manner in both private and public manners across Facebook, Instagram, Twitter and TikTok
• You’ll provide crisis monitoring for owned and non-owned channels under guidance of The Dollywood Company’s crisis communications plan
• You’ll troubleshoot IT, ticketing and operational guest issues, working collaboratively with internal teams across operations, marketing, IT and more
• You’ll provide excellent guest service by embodying Leading with Love characteristics while meeting engagement goals
• You’ll analyze feedback and engagement trends to provide insights and recommendations to multiple operational teams across The Dollywood Company
• You’ll maintain a solid grasp of relevancy as it relates to The Dollywood Company, the theme park/amusement and hospitality industries and the community (local, regional and global)
• You’ll maintain a thorough understanding of the Dollywood Company and Dolly Parton brands, to formulate internal and external written and video communications that position the Dollywood Company experience as unique, authentic and one-of-a-kind
• You’ll promote the various properties in a number of settings as a public face of The Dollywood Company
• You’ll support the Dollywood Marketing plan by being a dedicated team player, approaching tasks with an open mind, embracing creative thinking, and respecting the ideas of other team members
• You’ll assist as needed with major PR publicity events including, but not limited to: product announcements, Dolly Parton appearances, park openings, media endearment events, industry events

What we’re looking for:

• Someone with excellent written communication skills
• Someone with a passion for interacting with social users across multiple platforms
• Someone with guest service experience
• Someone with excellent attention to detail
• Someone with an understanding of theme park culture
• Someone comfortable adhering to deadlines and problem-solving in a timely manner
• Someone with a passion for The Dollywood Company and Dollywood Parks & Resorts

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

• 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 productive in a fast-paced, dynamic environment.
• 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 perform duties consistent with creating a safe and secure environment for hosts and guests.
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
• Able to get along with other employees to work out problems and resolve conflicts.
• Able to comprehend instructions and retain information.
• Able to be flexible to handle frequent changes in priorities.
• Able to add, subtract, multiply and divide with accuracy.
• Able to thrive in a fast-paced, dynamic environment.
• Able to be flexible to handle frequent changes in priorities.
• Able to prioritize tasks and complete assignments on time
• Able to operate different types of motorized vehicles, including but not limited to automobiles, vans, golf carts, and other all-terrain vehicles as well as ability to enter and exit vehicle multiple times daily.
• Ability to sit, stand and walk; climb and descend indoor and outdoor stairs.
• Ability to move, bend, stoop, kneel, reach, twist.
• Ability to lift up to 40 pounds.
• Above average memory retention and recall.
• Able to communicate effectively using standard English grammar and punctuation.
• 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.
• Must have manual dexterity necessary to complete all job duties.
• Able to sit and/or stand for long/short periods.
• Ability to lift up to 40 pounds.
• Above average memory retention and recall.

• Minimum 18 years of age
• Bachelor’s Degree in public relations, marketing, or related field
• A minimum of one year in a guest service role
• Direct experience with responding to direct messages and comments
• Experience with Sprout Social or similar social media content management tool is a plus
• Experience in the theme park, hospitality and/or tourism industry is a plus
• Experience with common office software such as Microsoft Windows and Microsoft Office, Outlook, etc.
• Must successfully pass a background check and drug test
• Must have or have the ability to obtain a TN driver’s license and state required auto insurance.

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.