Herschend is seeking a detail-oriented Boutique Retail Supervisor Host to help build a unique guest experience for our newest hospitality venture, Dolly Parton’s SongTeller Hotel, located in the heart of Downtown Nashville. The ideal candidate leads with a heart for hospitality and has a talent for creating warm, welcoming, and memorable retail experiences. This team member will create meaningful guest connections while delivering a retail experience that feels authentic, welcoming, and uniquely SongTeller. 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 Boutique Retail Supervisor position offers an extraordinary opportunity to propel the retail 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. Personalizing all aspects of SongTellers’ retail experience, ensuring every touchpoint from Browsing to checkout, reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. This role will be highly rewarding for a visionary, hands-on and retail-focused Host with a demonstrated history of building strong relationships and operating with excellence while driving timeless and unforgettable guest retail 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 & Responsibilities |
- Deliver a warm, genuine, and memorable welcome to every guest, embodying Southern hospitality with a touch of Dolly-inspired charm, humility, and personality
- Oversee daily boutique operations to ensure smooth, efficient, and brand-consistent service on the sales floor
- Act as the lead point of contact between store associates and upper leadership during assigned shifts
- Supervise, support, motivate sales host to meet and exceed performance/service standards
- Delegate tasks effectively, ensuring proper coverage
- Foster a positive, collaborative, and professional team environment
- Open and/or close the boutique in alignment with operational procedures and security standards
- Monitor team performance throughout the shift and provide real-time coaching and feedback
- Provide personalized product recommendations while creating a unique and elevated boutique retail experience for every guest
- Lead by example in delivering exceptional guest experience and maintaining brand standards.
- Always maintain an organized inventory process and presentable product display
- Maintain a clean, organized, and visually inviting retail space
- Manage high-volume periods with poise, efficiency, and positivity
- Maintain high standards at all times while on property and all guests facing space in the hotel Including professional posture, full uniform, welcoming demeanor, no personal devices at any time, and any other items as directed by leadership
- Identify skill gaps and support ongoing development of associates through coaching and feedback
- Support retail sales goals through genuine guest engagement, storytelling, and product knowledge.
- Coordinate closely with Housekeeping and Engineering to ensure shopping space readiness and maintenance issues are addressed promptly
- Coordinate closely with housekeeping, engineering, and other departments to ensure seamless guest experiences
- Serve as a local expert and storyteller, sharing recommendations on Nashville, music, culture, and unique hotel experiences
- Handle guest requests, concerns, and special accommodations with grace, empathy, and swift resolution
- Respond to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed
- Uphold luxury service standards and brand voice, ensuring every interaction feels personal—not transactional
- Protect guest privacy and ensure safety, security, and confidentiality always
- Collaborate with all hotel team members to ensure above and beyond service in all areas
- Ability to control difficult situations while maintaining a personable approach
- 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 Pronto/POS, Microsoft Office, HotSoS and other hotel systems to optimize performance, and maintain operational transparency
- Represent the hotel as a culture carrier, reflecting values of kindness, authenticity, inclusivity, and joy
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 |
- 2+ years’ experience in Boutique retail preferred.
- 1+ years in a retail leadership role
- Familiarity with hotel operations or luxury retail and hospitality standards
- Strong passion for delivering elevated guest experiences with a focus on personalized service and attention to detail
- Proven ability to lead and motivate a team in a fast-paced retail setting
- Work background reflects a successful track record of accomplishment and growth in retail or guest-facing environments
- Knowledge of retail operations including POS systems, cash handling, merchandising, and inventory management
- Experience with opening/closing procedures, cash handling, and POS systems
- Ability to delegate tasks and manage floor coverage effectively
- Basic understanding of loss prevention practices
- Familiarity with inventory processes such as receiving, stock replenishment, and cycle counts
- Confidence handling escalated customer situations and resolving issues professionally
- Ability to build client relationships and support repeat business
- Professional appearance and demeanor aligned with luxury boutique standards
- Strong problem-solving skills with the ability to remain calm and effective in high-pressure situations
- Team-oriented mindset with a willingness to support colleagues across departments
- A genuine appreciation for music, storytelling, and creating meaningful guest connections
- Ability to think creatively and innovatively, with awareness of retail trends and competitor landscapes
- Strong organizational and multitasking skills with keen attention to detail
- A love for storytelling through the guest experience
- Strong communication and interpersonal skills
- Capable of handling stressful situations calmly and efficiently while maintaining service standards
- Flexibility to work evenings, weekends, and holidays as needed
- Ability and willingness to remain on their feet for 5+ hours
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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. |