Guest Relations Manager

Guest Relations Manager Dolly Parton's SongTeller Hotel Nashville, TN Job Details 1 day ago Qualifications Inventory management Competitive analysis Managing hospitality teams Productivity software Cross-functional collaboration POS systems Team motivation (leadership skill) Full Job Description Herschend is seeking an inspiring and service-driven Guest Relations Manager to lead our newest hospitality venture, Dolly Parton's SongTeller Hotel, located in the heart of Downtown Nashville. The ideal candidate is hands-on, brings a heart for hospitality and an exceptional talent for orchestrating seamless guest experiences across all aspects of hotel operations. With equal parts integrity, creativity and operational expertise, this leader will ensure SongTeller delivers service that's as genuine and memorable as Dolly herself. 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. The Guest Relations Manager offers an extraordinary opportunity to lead the pre-opening arrival experience excellence and hospitality identity for Dolly Parton's SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton's Museum. This role will lead all aspects of the hotels welcome moment, ensuring every touchpoint from arrival to farewell reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. From establishing performance standards to inspiring a culture rooted in kindness and accountability, the Guest Relations Manager will set the tone for a property that operates with precision and heart. To achieve success in this role, one must drive results while adhering to our Heartspitality® culture. The Guest Relations Manager is responsible for building and maintaining positive relationships with guests. This role ensures that guests, VIPs or those with special needs and/or requests, receive personalized and attentive service and that any issues or concerns are resolved promptly and effectively. The Guest Relations Manager acts as the liaison between guests and hotel departments, enhancing guest satisfaction, loyalty, and overall brand reputation. This position plays a vital role in creating memorable and seamless stays for all guests. 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. SongTeller Hotel 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!

SUMMARY OF ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Help Lead the daily operations of the guest experience while collaborating with all hotel departments, including Valet department for the best guest journey possible. Act as a primary escalation point for guest concerns, resolving issues with professionalism, empathy, and urgency. Ensure that all guest interactions, including check-in, check-out, and service requests, are executed with professionalism and in accordance with brand standards. Ability to train, coach, and supervise front office staff to deliver exceptional service and ensure operational consistency. Monitor guest feedback, online reviews, and service scores for improvement points to share with the team. Develop and maintain PM MOD (Manager on Duty) program/training with Director of Operations. Lead the responses to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed and documented according to the property procedures. Review daily arrival, departure, and VIP reports to ensure proper planning and execution of personalized service. Monitor the lobby and public areas during peak times to proactively engage with guests and address concerns. Liaise with Sales, Concierge, and Event teams to coordinate group arrivals, weddings, and special celebrations. Support pre-arrival communication, including confirming itineraries, coordinating transportation, and fulfilling special requests. Partner with property leaders to define and maintain the hotel's service standards, guest experience, and operational culture aligned with the SongTeller brand. Drive a guest-centric environment, ensuring every interaction, event, and service touchpoint delivers memorable, personalized experiences that align with the SongTeller brand. Empower the team to go above and beyond, respond to guest feedback with grace, and always find a way to add that extra sparkle. Collaborate with all hotel departments for the best guest experience to represent the property's brand, culture, Heartspitality and recovery efforts. Promote property wide offerings and Nashville focused experiences. Maintain high visibility in the lobby during peak periods to support staff and engage with guests directly. Mentor, Train, and Coach Team members to deliver exceptional, consistent service to our guest and team members. Join in meetings and contribute to hotel leadership discussions focused on service quality and operational improvements. Support the Front Office team with check-in/check-out and concierge services during peak periods. Represent Dolly Parton's SongTeller Hotel professionally in industry and community events, embodying the brand's warmth, creativity, and hearspitality ethos. Utilize operational systems such as Opera, Opera Cloud•, Hotel Effectiveness, Microsoft Office, HotSoS and other hotel systems to optimize performance, and maintain operational transparency. This job description is not an "all-inclusive' list of the duties and responsibilities of this position or of the skills and abilities required to perform this position.

QUALIFICATIONS

3+ years of hotel operations experience with 1+ years in hotel leadership role in upscale, lifestyle or luxury hotel setting. Work background reflects a successful track record of accomplishment and growth in hospitality operations with proven experience leading multi-departmental hotel operations Experience in leading difficult situation in a high volume environment. The ability to think outside the box using a fresh and innovative approach in all aspects of the position and fluency in hospitality trends and competitor analysis. Strong organizational and multitasking skills with keen attention to detail Proven leadership skills, problem solving, team building, communication and organizational skills. Proficient knowledge of Microsoft Office, POS Systems to include inventory management and ordering software, Hotel Effectiveness, Labor Management Tools. A love for storytelling through the guest experience Capable of lifting, pushing, or pulling 25-50 lbs Strong communication and interpersonal skills Ability to work collaboratively with other departments to ensure seamless guest experiences. Capable of handling stressful situations calmly and efficiently while maintaining service standards. Flexibility to work evenings, weekends, and holidays as needed

ABOUT DOLLY PARTON'S SONGTELLER HOTEL & HERSCHEND

Dolly Parton's SongTeller Hotel is the newest hospitality venture of Herschend. Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide. While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating®. Our passionate hosts make this purpose possible through everyday acts of love and service—what we call Heartspitality®—the intersection of heart and hospitality. 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.