Dolly Parton's SongTeller Hotel Reservations Sales Represenative -Full Time Year Round

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. SongTeller Hotelcelebrates 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!

The Reservation Sales Representative position bridges the gap between guest expectations and operational execution, ensuring a seamless and personalized booking experience that sets the tone for a memorable stay. Beyond simply taking reservations, the representative is a skilled communicator and salesperson—able to anticipate guest needs, promote the value of a SongTeller Hotel stay, and maximize revenue through strategic upselling and accurate booking practices. Their attention to detail, product knowledge, and ability to build rapport directly influence guest satisfaction and booking conversion rates. As a brand ambassador, the Reservations Sales Representative is essential to delivering selling and service excellence.

Additionally, the ideal candidate will be able to display and live out Lead with Love qualities, strongly rooted in the Herschend Family Entertainment and SongTeller Hotel culture, by being patient, kind, trusting, unselfish, truthful, forgiving, dedicated and accountable.

This position will be remote-based in the greater Nashville area and will require discipline, time management and self-accountability.

Summary of Essential Functions and Responsibilities

• Use empowerment to ensure guest satisfaction.
• Actively sell and promote, answer questions and provide information about SongTeller Hotel, accommodations, special offers,  amenities and events.
• Perform sales process to include (but not limited to):

• Accurately completing reservations using reservations system
• Selling tickets for ticketed events
• Processing credit card transactions with strict adherence to PCI compliance
• Accommodating guests’ requests for modifications, cancellations, refunds, exchanges and other needs per hotel policies
• Upselling room categories, packages, promotions and tickets to maximize revenues
• Follow rate strategies set forth by the revenue management team
• Perform defined accounting procedures for hotel deposits, ticket sales and refunds, and balancing daily
• Collect guest information accurately to support marketing database and research programs
• Attend reservation sales training classes and customer service seminars as scheduled
• Clean and organize work area daily to present a professional appearance
• Comply with safety and security directives, policies and procedures
• Follow office dress code policy

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

Education and Experience Required

• Must be at least 18 years of age
• High School Diploma, or equivalent required
• One year ticket sales or lodging reservation experience
• Basic computer skills required; Opera Property Management System or similar a plus
• Call Center experience preferred
• Must be able to pass a typing test (25 WPM)
• Must be able to complete and pass a pre-employment background check and safety screen

Knowledge, Skills, and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
• Must reflect Herschend’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 have professional appearance with good personal hygiene
• Must promote and support a team work environment by cooperating and helping co-workers
• Must 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 able to occasionally travel to nearest Herschend property for team events, meetings, or training
• 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
• Ability to hear, see and speak to answer phones, direct calls, and take messages
• 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 meet the physical demands of the job
• Able to have mobility great enough to sit, kneel, bend, reach, twist and move about to perform tasks as assigned
• Able to perform other functions as assigned
• Must be able to memorize safety procedures
• Must be able to operate phone, copier, scanner and calculator
• Must be able to learn to operate complex computer software
• Must be able to verbally communicate memorized information regarding products

The Herschend 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.