General Manager - Dolly Parton's Songteller Hotel - Nashville - HERSCHEND FAMILY ENTERTAINMENT CORPORATION

Description

Herschend is seeking an experienced and dynamic General Manager to lead our newest hospitality venture, Dolly Parton’s SongtellerHotel located in the heart of Downtown Nashville. The ideal candidate will have a passion for hospitality, strong leadership skills, and a proven track record in hotel management.  

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. 

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. SongtellerHotel 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! 

 

Position Summary  

The General Manager of Dolly Parton’s Songteller Hotel requires strong leadership, excellent communication skills, and a deep understanding of hospitality trends. Ideal candidates should have prior hotel management experience, preferably in a boutique or luxury setting, with expertise in budgeting, marketing, and ensuring high standards of service. A passion for delivering a personalized guest experience and knowledge of the local market are essential. 

The General Manager functions as the primary strategic hospitality business leader with responsibility for all aspects of the operation, including managing the general property performance, sales and marketing strategy, profitability, revenue generation, and the operations annual goals. Act as a steward and key leader for reinforcing our Lead with Love culture as well as provide leadership to inspire others to Create Memories Worth Repeating® for our guests.  

 

Essential Duties & Responsibilities 

• Managing Property Operations and Department Budgets  
• Verify that service programs are in place and executed against company and property level.  
• Provide timely, real-time feedback to management and hosts on service and operational standards, including feedback on all levels of service and operational details. 
• Review and follow up, when necessary, on all guest surveys, comments, social postings, etc. to ensure our NPS goals are achieved. 
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day. 
• Walk the property to ensure public spaces, grounds, work, and kitchen areas meet sanitation and cleanliness/maintenance standards. 
• Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals.  
• Support project management for the execution of capital improvements. 
• Delegate responsibilities for operations and projects to appropriate level of associate. 
• Prepare safety audits on food, alcohol, health and ERM goals. 

 

Managing and Sustaining Sales & Marketing Strategy 

• Manage relationships with decision makers and top group accounts. 
• Work with Hospitality Group Sales to establish sales strategy, sales goals, deployment, and action plans. 
• Understand and leverage sales and marketing strategies over competitor properties. 
• Coach and reinforce selling strategies that take advantage of property amenities. 
• Develop innovative means for capturing new streams of revenue through property amenities and services. 
• Develop unique programming that supports our culture of “surprise & delight” that creates a unique environment to the brand pillars of the property. 
• Becomes actively involved in the activities of the community and contributes to their success. 

 

Managing Profitability  

• Measure, analyze, and communicate property performance using a variety of financial/non-financial data including controllable costs, sales revenue, guest satisfaction, and host engagement data. 
• Monitor property forecasts on revenue and expenses. 
• Manage on-property controllable costs associated with rooms, housekeeping, events, and food & beverage operations. 
• Initiate action to support property revenue and profitability goals. 
• Update and communicate profit forecasts to appropriate level leaders and supervisors. 
• Participate and lead period end financial reviews (collaborate with FP&A teams). 

 

Maintaining Revenue Management Goals  

• Manage the relationship with the revenue management team. 
• Review and collaborate on property revenue forecasts and goals. 
• Ensure operations are supporting revenue management tactics especially in front office operations to ensure same day sellouts and future goals. 

 

Maintain Relationships with Property Stakeholders 

• Keep leadership teams and property stakeholders updated on property performance in financials, guest satisfaction and host engagement. 
• Prepare and present reports for Property Support Center and above property leadership using financial/performance data. 
• Conduct property critiques and annual business reviews. 
• Manages the shared services relationships within the Hospitality division such as HR, Finance, and Marketing teams 

 

Managing and Conducting Human Resource Activities 

• Influence and guide team utilizing Leading with Love tools and servant leadership principles daily in the performance of your responsibilities.  
• Understand the performance expectations for all host positions within the property and conduct performance reviews as directed.  
• Manage ongoing development of managers and ensure participation in development programs. 
• Facilitate cross training to support professional growth and cross property efficiencies. 
• Conduct daily human resource activities supporting property objectives. 
• Lead hosts through property changes and help them with transition when it occurs. 
• Facilitate on-property activities that support property and culture with hosts. 
• Support recruitment and hiring efforts to target hosts with skill sets compatible with company culture and business needs. 

 

Qualifications & Skills  

• Bachelor’s degree required or equivalent work experience. 
• Requires a minimum of 7 years’ experience at a multi-faceted Hotel. 
• Showcase a broad knowledge of hotel/resort operations with specific expertise in either rooms or food and beverage management. 
• Demonstrate a strong working knowledge of revenue management with successful strategies and practices that maximize revenue. 
• Experience with managing budgets with forecasted targets.  
• Proven leadership skills in problem solving, team building, and elevating employee morale. 
• Must demonstrate an ability to manage up-line (ownership-asset manager-corporate officer) and down-line (department heads-managers and line level staff).  
• Must have cognitive aptitude for financial reports, complex conceptual and strategic thinking. 
• Strong communication and interpersonal skills. 
• Knowledge of PMS and POS Systems. Micros (POS) and Opera (PMS) preferred. 

 

About Herschend 

Herschend is the world’s largest family-owned themed attractions company, with 12,000+ passionate hosts collectively entertaining 15 million families each year. 

The heart of Herschend’s success has long been the world-renowned hospitality that’s rooted in our DNA. We call it Heartspitality®. It’s a unique culture that blends our ethos of Leading with Love and our purpose of Bringing Families Closer Together by Creating Memories Worth Repeating® to create real impact and joy that spreads through our hosts to our guests and out into our communities. 

Herschend’s portfolio of more than two dozen beloved family entertainment brands across North America includes iconic award-winning destinations such as Dollywood® Parks & Resorts, Silver Dollar City® Company, Adventure Aquarium®, Callaway Resort & Gardens®, Kentucky Kingdom Theme & Water Park®, Newport Aquarium®, The Vancouver Aquarium® and Wild Adventures®. In addition to its premier themed attractions, Herschend is proud to steward the World-Famous Harlem Globetrotters® legacy and provide immersive content and experiences through our Herschend Entertainment Studios® and Pink Adventure Tours® brands. 

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. 

Qualifications