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

• Requires a minimum of 3 years direct job-related experience in a food & beverage management capacity with a proven track record of restaurant practices in the hospitality industry.

• Requires a minimum of 3 years management experience overseeing at least 2 direct reports in a multi-outlet environment.

• A proven track record of advancement to higher levels of management required with experience in the theme park, tourism, hospitality or entertainment industry preferred.

• Extensive experience in restaurant bar, banquet, catering, in room dining, room service, and kitchen management required.

• Associate's degree or certification equivalent, or equivalent on-the-job experience required.

• Must have strong computer skills and working knowledge of common industry software such as POS, Micros/Simphony, Outlook, Office, Excel, and Word.

• Knowledge and experience with forecasting, scheduling, labor management, and purchasing to ensure maximum productivity.

• Strong business acumen and a proven track record of strong financial growth.

• Must be able to obtain any government required licenses or certifications such as, but not limited to State of TN ABC card, TIPS, Serve Safe Certification, CPR/First Aid, Food Handler's permit required in the state, county, and/or city where employed.

Knowledge, Skills, and Abilities

• Must display and live out Lead with Love qualities strongly rooted in the Dollywood Company culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed.

• 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 able to 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 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.

• Able to lift up to 50 pounds.

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.