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 an Attractions Team Memberwho 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. The right VIP Tour Guide checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.The VIP Tour Guide is responsible for all aspects of the VIP & Guided Tours Experience to include safety, friendliness, and hospitality within 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
- Greet Guests and initiate friendly interaction by providing strong Guest service skills that exceeds Guests' expectations
- Effectively use empowerment to ensure Dollywood's 100% Satisfaction Guarantee policy is implemented
- Expedite check-in processes by answering questions, and explaining park offerings such areas such as Culinary, Merchandise, Entertainment, and Festivals
- Explain in detail all aspects of the Dollywood Company such as interesting facts, history, and stories
- Personalize each Tour Experience to the Guests' needs
- Accurately selling VIP and Guided Tours Experiences
- Assist in the direction and loading/unloading of Guests' vehicles
- Complete daily written reports and turn in any necessary paperwork to Cash and Operations Office
- Attend all required Training Classes and Meetings
- Comply with safety and security directives, policies and procedures to ensure Hosts/Guests safety at all times. Report any violation of standards
- React calmly and quickly in stressful/emergency situations. Physically assist Guests throughout the area as required
- Visually observe guest actions during operation to prevent safety hazards
- Work varying hours and in different areas when needed
- Maintain confidentiality at all times
- Assist Dollywood Theme Park as needed/requested by Management. These areas could include Attractions, Guest Services, and/or Transportation.
- Perform special projects as directed by Management
- Management reserves the right to change and/or add to these duties at any time any time
Education and Experience Required
- Must be at least 18 years of age
- High school diploma or equivalent
- Must have valid driver's license and proof of auto liability insurance
- May be required to provide a copy of personal driving record from home state
- Basic computer skills
- Must successfully complete a pre-employment background check including motor vehicle and drug screen
Knowledge, Skills, and Abilities
- Must be able to project Dollywood's image by being genuinely friendly and caring and by taking pride in their 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 display and live out Servant Qualities by being: patient, kind, humble, respectful, selfless, forgiving, honest and committed
- Must be willing to constantly improve
- Must smile, maintain eye contact and must be incredibly friendly
- Must have professional appearance with good personal hygiene
- Friendly, outgoing, polite, courteous, honest, dependable, mature, positive attitude and good judgment to make sound decisions
- Must promote and support a team work environment by cooperating and helping co-workers
- Must adapt to changes easily
- Must tolerate a fast-paced, hectic environment
- Must show appreciation to others
- Must be sensitive to the needs of our Guests and feel empowered to take action to meet their needs within company guidelines
- Must be able to remain attentive and alert
- Able to display and live out our Lead with Love principles, strongly rooted in the Dollywood Company culture, by being: patient, kind, trusting, unselfish, truthful, forgiving, and dedicated
- Able to smile and make eye contact to make a friendly impression when greeting guests, vendors and other employees
- Must have manual dexterity necessary to complete all job duties
- Able to work in a small, confined area
- Able to push and/or pull
- Able to bend at the waist and knees for long periods of time
- Ability to tolerate a wide range of climate and temperature variations in order to work indoors and out, in all seasons and weather conditions
- Able to maintain good personal hygiene and report in a clean costume
- Able to get along with other employees to work out problems and resolve conflicts. (Able to work cooperatively with others.)
- Able to comprehend instructions and retain information
- Able to learn additional ticketing system functions
- Ability to move about and react quickly in emergency situations
- Ability to memorize safety standards & scripted material
- Above average attention to detail and accuracy of information
- Excellent problem solving and decision making skills
- Excellent verbal communicator - accurate, consistent and detailed
- Able to maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
- Able to tolerate a fast-paced, hectic environment
- Able to operate a fire extinguisher
- Able to tolerate detergents and chemicals
- Able to be flexible to handle frequent changes in priorities
- Able to prioritize tasks and complete assignments on time
- Able to lift 50 lbs. with assistance
- Able to work outdoors
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.