Location: Pigeon Forge,TN, USA
At Dollywood Parks & Resorts, we create memories worth repeating. We do this every day across all properties, all located in the Great Smoky Mountains of East Tennessee. 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 Centralized Scheduling Team Lead who will embody the heart and soul of our mission of creating memories worth repeating while bringing families closer together and caring deeply about our brand. This person also brings a spirit of fun, authenticity, collaboration, creativity and genuine hospitality to the lives of our guests.
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 Centralized Scheduling Team Lead checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.
The Centralized Scheduling Team Lead is responsible for overseeing and working with the Scheduling Team and designated Dollywood cost centers. The Centralized Scheduling Team lead will ensure Host work schedules are completed in a timely, accurate manner, and posted in accordance with Dollywood policies and procedures. The Centralized Scheduling Team Lead will be responsible for labor management control focusing on analysis to ensure the Division is on target for budgeted labor models. The Centralized Scheduling Team Lead will also assist with the coordination of training and mentorship aspects of the Centralized Scheduling program. All of this will be done in a manner consistent with the mission, values and operating philosophies and standards of the Dollywood Company.
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
* Provide support to designated cost center Leadership by completing weekly work schedules, ensuring their accuracy and posting in accordance with established guidelines
* Coordinate with all departments within the Centralized Scheduling cost centers, Helping Hands, special groups and other various sources to fill required positions as needed to ensure designated areas operate at Guest Excellence
* Coordinate with hosts in designated cost centers to account for requested days off, leave of absence requests and other availability related situations
* Review labor forecast and align schedules to meet labor management expectations
* Oversee and assist in the development and implementation of strategic and long range plans for Centralized Scheduling
* Provide support to designated Managers and Supervisors in the form of analytical reporting and communication of findings
* Work with Centralized Scheduling teams to understand labor needs of individual cost centers and make decisions based on that information to schedule locations accordingly
* Maximize the efficiency for Centralized Scheduling schedules, including staying within the guidelines of the budget model, developing initiatives to maximize hosts' availability and following ACA classification requirements
* Provide verbal and written communication for scheduling changes as required
* Track and provide weekly summary to Management teams on all required metrics, such as scheduled hours vs. actual hours, employment statistics, and training attendance
* Monitor the centralized call-in line daily and identify/contact replacements as necessary
* Coach and develop all members of the Centralized Scheduling Team
* Provide office support as/when required, including taking messages, receiving visitors, record keeping/filing and assisting hosts as needed
* Be a role model in the areas of attitude, enthusiasm, and attention to detail, adherence to policies and concern for both guests and hosts
* Maintain confidentiality as required
* Complete assigned special projects in a timely manner
* Serve as Team PIC
* Maintain cost center qualifications, in a minimum of three (3) areas, to support park operations if needed
Management reserves the right to change and/or add to these duties at any time
Education and Experience Required
* Must be at least 18 years of age
* High school diploma or equivalent required (college degree preferred)
* Must have proven skills in time management, short and long-term planning and strong organizational skills to be able to coordinate multiple tasks
* Experience in using and understanding time tracking and labor scheduling software preferred
* Proficient knowledge of computer software (UKG, Word, Excel, Teams)
* Must successfully complete a pre-employment background check including motor vehicle and drug screen
* Valid driver's license and proof of auto liability insurance
Knowledge, Skills, and Abilities
* 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 maintain a 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 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 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 hear, see and speak
* Able to speak, read and write in English
* Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees
* Able to communicate effectively using standard English grammar and punctuation
* Able to tolerate various temperatures while working indoors and outdoors
* Able to meet the physical demands of the job
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.