Restaurant Manager - Dollywood's HeartSong Lodge & Resort - Exempt

Restaurant Manager - Dollywood's HeartSong Lodge & Resort - Exempt

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 future plans include growing our resort footprint to over 1200 rooms across five resorts at Dollywood.

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 Restaurant Manager 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 Restaurant Manager checklist will include equal parts curious learner, innovator, administrator, detail driver, mentor, and motivator.

You will be responsible for ensuring the consistent delivery of the brand experience and achieving financial targets and related business KPI's in your assigned food and beverage outlet(s). The Restaurant Manager will focus on F&B front of-house operations consisting of, but not limited to, full-service dining, grab & go, in-room dining, lounge, and poolside service.

Summary of Essential Functions and Responsibilities

• In conjunction with leadership, direct and organize the daily operations of the various F&B 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
• Ensure a positive work environment for all Hosts and high levels of engagement and job satisfaction using company Lead with Love principles, and creating a "great place to work for great people"
• Embraces and holds true to the restaurant's concept and brand identity with product and service offerings
• Ensure high levels of customer service at all touch points, exceeding brand standards and guest expectations resulting in high Net Promoter scores (NPS), customer loyalty, referrals, repeat transient and group business, improved revenues, and average check
• Assist with leading safety efforts for the resort's F&B team. Ensure compliance with all company, industry, state and federal safety requirements, procedures and standards. These include but are not limited to training, inspections, audits, record keeping, etc.
• Oversees administrative needs and planning for daily operation of the Food and Beverage Department
• Point-of-sale and scheduling / payroll software subject matter expert
• Demonstrates level of proficiency around P&L, business planning and capital projects, budgeting and forecasting activities
• Ensures all period-end activities for areas of responsibility are completed and accurate
• Assists develop and execute action plans to address business shortfalls
• Describes, assigns and delegates responsibility and authority to supervisory level and other Hosts for the operation of the various food and beverage outlets. Holds direct reports accountable for results
• Ensures a positive work environment for all Hosts and high levels of engagement and job satisfaction
• Executes plans to properly train and equip all Hosts to perform their job responsibilities
• Establish and clearly articulate all performance standards, and constantly monitor all results to ensure that expectations are being met
• Participate in the development of the teams' leadership to ensure growth and leadership pipeline. Coach, inspire, empower, provide feedback, and ensure accountability to reach company goals and career objectives
• Participate in performance management duties for areas of responsibility
• Partners with talent acquisition team for staff recruiting, interviewing and hiring for area of responsibility
• Implements effective controls of food, beverage, and labor costs among all areas of responsibility
• Develops, implements and monitors department schedules to meet customer demand while achieving productivity goals
• Completes payroll duties as assigned
• Liaises with all team members on all issues related to departmental operations
• Participates in the resort's Manager on Duty Program
• Liaises with Finance, Accounting and IT leadership to resolve payroll, cash handling, payables, billing and point of sale issues
• Resolves guest concerns to ensure complete satisfaction
• Maintains effective communication, providing direction, coaching, mentoring, training and development of staff, support, timely and specific feedback and recognition
• Fair and consistent in the delivery of positive discipline

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

Education and Experience Required

Knowledge, Skills, and Abilities