Job Description

Herschend is seeking a seasoned and service-driven Director of Housekeeping 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 with 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 Director of Housekeeping offers an extraordinary opportunity to lead the overall cleanliness, presentation, and maintenance of all guest rooms, public spaces, and back-of-house areas 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. Leading all aspects of the hotels welcome environment, ensuring every touchpoint from arrival to farewell, reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. From establishing pre-opening memorable experiences and performance standards to inspiring a culture rooted in kindness and accountability, the Director of Housekeeping 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. This role will be highly rewarding for a visionary, hands-on, and guest-focused leader with a demonstrated history of building strong teams and operating with excellence while driving timeless and unforgettable guest experiences.

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 AND RESPONSIBILITIES

• Lead and supervise the overall operations of the housekeeping department, ensuring all guest rooms, public areas, and back-of-house spaces meet established cleanliness and presentation standards.
• Inspect guest rooms, public areas, and back-of-house spaces regularly to verify adherence to quality and safety standards, taking corrective action when necessary.
• Develop and implement detailed housekeeping schedules, room assignments, and deep cleaning programs, adjusting priorities to meet occupancy fluctuations and guest expectations.
• Collaborate closely with the Front Office to manage room readiness, VIP setups, guest preferences, and last-minute requests, ensuring seamless communication and guest satisfaction.
• Respond to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed.
• Partner with property leaders to define and maintain the hotel’s service standards, guest experience, and operational culture aligned with the SongTeller brand.
• Recruit, mentor, and inspire high-performing teams, fostering a collaborative, inclusive, and guest-focused culture.
• 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.
• Ensure the accurate and timely ordering, inventory, and distribution of linens, guest supplies, and cleaning products, maintaining proper storage and stock rotation procedures.
• Monitor department expenses and labor costs in alignment with the hotel’s operating budget, identifying cost-saving opportunities while maintaining service standards.
• Maintain high visibility in the lobby during peak periods to support staff and engage with guests directly.
• Lead departmental meetings and contribute to hotel leadership discussions focused on service quality and operational improvements.
• Prepare weekly labor and operating controllables information for review with DOF and DOO to help ensure budget/forecast accuracy at the end of each period.
• Implement and enforce safety protocols and compliance with health and sanitation regulations, including chemical handling procedures, PPE use, and OSHA guidelines.
• Oversee the operation and maintenance of laundry facility, ensuring timely service delivery and quality control of linens. Support sustainability programs such as linen reuse, eco-friendly cleaning initiatives, and energy-saving technologies within the department.
• Ensure proper documentation and tracking of lost and found items, and manage the return process in compliance with hotel policy.
• Represent Dolly Parton’s SongTeller Hotel professionally in industry and community events, embodying the brand’s warmth, creativity, and hospitality ethos.
• Utilize operational systems such as Opera, Opera Cloud*, Hotel Effectiveness, Microsoft Office, Chargerback, 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

• 5+ years of hotel operations experience with 3 years in hotel leadership role in upscale, lifestyle or luxury hotel setting.
• Hotel opening experience preferred.
• Work background reflects a successful track record of accomplishment and growth in hospitality operations with proven experience leading multi-departmental hotel operations
• Experience managing large teams and delivering strong guest satisfaction results.
• 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, and Labor Management Tools.
• A love for storytelling through the guest experience.
• 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.
• Multilingual skills a plus (Spanish preferably)

ABOUT DOLLY PARTON'S SONGTELLER HOTEL AND 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.

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