what`s happening

C R E AT I N G
M E M O R I E S
W O R T H
R E P E A T I N G®
WHAT’S HAPPENING
Volume 38; Number 11
July 4, 2014
2014 Host Survey
It is Host Survey time, and we want to hear from you. The Host Survey is a tradition which dates back more than 30 years!
The survey asks your opinion on subjects pertaining to your employment, including your supervisor, your pay, and your job.
You also may include any other comments you feel are appropriate. The results remain anonymous and are compiled in strict
confidence by a third party research company. Our goal is to hear from our Hosts and quickly process their input.
To do this, there are a few changes to the Host Survey process this year. Our goal is for Hosts to take the survey on a
computer. The online survey is very easy to use and there will be Human Resources team members at the survey site to help
Hosts use the computers and assist them through the process. Hosts choose a random number as their unique survey ID code
which ensures the results remain confidential.
Each participating Host receives a coupon for some cookies and a 16-ounce Coca-Cola product at select Park locations. Hosts
also receive two complimentary Dollywood tickets. The online survey has two tremendous benefits; we are able to gather
highly accurate results which the management team is able to receive in a more timely fashion. Results are distributed to all,
but comments are only distributed to CEO Joel Manby, President Craig Ross, Vice Presidents Gene Scherrer and Amy Owenby,
and Dollywood’s Splash Country General Manager Mike Brown. Additionally, you may authorize your comments to be shared
with your management team.
We encourage everyone to provide honest comments. Your ratings and comments are valuable because they allow us the
opportunity to see our Hosts’ point of view. You will notice we ask some questions pertaining to employment status and
longevity. This added information helps us better understand survey responses and is not seen by individual teams. If you feel
uncomfortable answering these particular questions, please leave them blank. REMEMBER, if you don’t tell management what
is wrong, it may take much longer to identify and remedy any issues. We appreciate all of our Hosts for taking the time to
complete the survey; your input is vital.
Details for the 2014 Host Survey
Hosts with @dollywood.com email addresses may take their survey at their computer. Look for more information via email
on how to complete your survey and receive your complimentary cookie, drink and Dollywood tickets.
Dollywood and Dollywood Cabins: July 7 - 13
Dollywood location - Legacy & Learning Center
Dollywood Cabins location - Cabins Main Office
Monday, Wednesday, Friday - 11a.m. - 7p.m.
Tuesday, Thursday, Saturday - 9a.m. - 4p.m.
Sunday - 2p.m.- 6p.m.
Dollywood’s Splash Country: July 14 - 20 (Times to be announced soon)
Love every moment
July 4, 2014
1
Opportunity
OUTLOOK
Welcome . . .
Katie Lankford joined the Foods
team on July 2 as Foods Accounting
Technician. Katie brings experience in
finance and food operation, having
most recently worked with SunTrust
Bank and Firehouse Subs. She is a
Maryville College graduate.
Congratulations . . .
Bill Buckner was promoted from
Seasonal Operations Supervisor to
Operations Supervisor. Bill joined
Dollywood in 2008 and brings 31
years of food service experience to
the team.
Richard Ward and Maeghan Cronin,
most recently Team Leads, are now
Restaurant Unit Managers, effective
June 16. In their new roles, Richard
oversees the daily operation of
Aunt Granny’s while Maeghan
has oversight of Valley/Rivertown
Concessions, Showstreet Concessions
and Kettle Korn.
ALZHEIMER’S
WALK
IS SEPT. 27
It’s time to sign up to walk with us!!!
Let’s join together on Sept. 27 as a team.
Go online to www.alztennessee.
org. Click on WALK (top right), then
Smoky Mountain Alzheimer’s Walk,
Join team (Dollywood). If you are
unable to do this, please call ext. 9523
for assistance. We need you to help
us reach this year’s goal by getting
involved in important fundraisers and
joining the WALK with us on Sept.
27. You will get an experience like no
other when you know you are helping
a family dealing with this dreadful
disease. Help Dollywood Find A Way
because Memories Matter. Look for
updates in future What’s Happening
issues.
2
Love every moment
First Focus
Friendliness & NetPromoter
Let’s Celebrate Our Success!
We want to focus on safety, friendliness and treating our Guests so well that they
tell others about their great experience at our properties. In the previous issue, we
communicated our May Safety scores. In this issue, we focus on friendliness and our
NetPromoter scores.
Congratulations to all our properties; our May friendliness scores are up for
Dollywood’s Splash Country, Dollywood Cabins and Dollywood. Our Guests continue to
give us great scores for friendliness. Hosts from all three properties were included in the
$50 friendliness drawing and Linda Loftis, Dollywood’s Sweet Shoppe, is our winner!
The NetPromoter Score, which is measured by comparing positive comments from
Guests versus negative comments, is an important score for us. Most people make
decisions about where they will visit based on advice from others. The real-life account
of a person’s experience at our properties makes an impact on potential visitors’
decisions to give Dollywood a try. We want our Guests to be treated so well and to Love
Every Moments so much that they can’t help but tell others about their experience.
For April, Dollywood and Dollywood Cabins had an increase in their NetPromoter
scores while Dollywood’s Splash Country had a small decline. From our Dollywood
and Dollywood Cabins Hosts, the winner of our NetPromoter $50 prize is Mary
Miller, Red’s Diner.
Winners may pick up prizes at the Dollywood Human Resources office. Please note
that our winners did not have a negative Guest letter, disciplinary action, safety violation
or a no call, no show.
Ways to focus on Friendliness & Helping Our Guest Love Every Moment
• Smile
• Greet Guests
• Answer questions quickly (use your Host Reference Guide)
• Take photos for Guests
• Ask Guests about themselves
• Give directions
• Suggest food, shows and rides that fit the Guest’s needs
• Thank Guests for visiting
• Invite Guests to return
• Celebrate with Guests
SAFE Y Matters
Be Safe During Evening Hours
Great American Summer offers seven weeks of extended operating hours (10 a.m.10 p.m.) when Guests can experience the Park after dark. As Park operating hours
extend after dark, please be aware as it relates to the following areas: • Trips & Falls: Be aware of your work area surroundings when moving about the
Park. Trips and falls are the number one source of workplace accidents. After dark,
those once easy-to-spot items in our path may become potential trip hazards.
• Sunglasses: If you are allowed to wear sunglasses, consider bringing a regular
pair of glasses for use when the sun goes down. As always, remember to remove
sunglasses when talking to Guests.
• Crossing in traffic: When leaving the Park, be vigilant when crossing the roads
by Security Post Two, near the Host gazebo for the Host shuttle and past Human
Resources. Also use caution when crossing at the Maintenance entrance. Both drivers
and pedestrians should use extra caution after dark. • Think “Safety First”: Special lighting and other safety features are in place during
Great American Summer. However, if you notice something in your work area that
needs addressing, please notify your team Safety Trainer or PIC. • Night Safety Tip: If you leave work after the Host Shuttle stops running and you
need assistance, please feel free to contact Security at (865) 428-9463. Please indicate
whether your situation is an emergency or non-emergency (emergency calls take
priority). When possible, notify Security in advance for non-emergency situations.
What a Production!
The Production Team — Making
Food and Making Memories
Foods’ Production Kitchen team consists of a small group of dedicated Hosts
who work to support the Foods team at both Dollywood and Dollywood’s Splash
Country. While these Hosts may never interact with our Guests in the Park, their
work has a direct impact on the ability of the Foods team to serve our Guests
each day.
Here are just a few amazing facts about the production kitchen:
• Each operating day the team cuts and bags nearly 400 pounds of red potatoes;
• Between 150 and 200 pounds of potato chips are cooked each day;
• Up to 90 percent of the food sold at the festival booths is prepared by the
Production Kitchen as is all cotton candy sold at both parks;
• Up to 50 pounds of Marshmallow Treats are made daily for sale at
Dollywood’s Splash Country;
• All of the taco meat used by Dollywood’s Splash Country is prepared in the
Production Kitchen.
The Production Kitchen also is responsible for group meals served in Blue Ribbon
Pavilion and Celebration Hall where meals can feature groups ranging from 100
to nearly 4,500 Guests. A meal of this size may include 400 pounds of fresh-baked
turkey, more than 1,100 pieces of baked chicken, 100 to 150 pounds of pulled
pork, 60 gallons of baked beans, large quantities of green beans, sweet potato
casserole, mashed potatoes, pulled ham, corn of the cob, macaroni and cheese and
other foods.
While this hard working team of Hosts may always remain behind the scenes,
their hard work allows the Foods team to be successful every day.
FRIENDLY
Hosts Needed
Seasonal
Landscape Tech
Cook
Foods Team Member
Foods Assistant Team Lead
Attractions Team Member
House & Grounds Team Member
Year-Round
IT Support Technician
Advertising & Season Pass Manager
Social Media Manager
Employment Manager
Merchandise Team Member
Lifeguard
Foods Assistant Team Lead
Dollywood’s
DreamMore Resort
Director of Sales & Marketing
General Manager
Please direct friends
and family to apply at
Dollywoodjobs.com.
Production Kitchen Hosts James Rosenbalm (left) and Stephen Stanton help
prepare more than 100 pounds of pasta for an event in Blue Ribbon Pavilion.
Our Park & Parking Lot Is Growing!
You may have noticed construction in the Upper Host Parking Lot recently. As
our Park continues to grow, so does our parking lot. We know it sometimes can
be challenging for Hosts to find spaces in our Host lot. As we look towards future
growth, the current construction should provide an additional 100 parking spaces
for Hosts to use while working at the Dollywood property. As a reminder, Host lots
are for working Hosts ONLY and should not be used while visiting the Park on your
day off. While we know the construction provides less spots in the short term, it
is extremely beneficial for our growth. As construction continues, we encourage
carpooling to help ensure all of our Hosts have a parking spot. Thank you for your
patience during this process as we try to make Dollywood an even greater place to
work for great people!
Celebration
Central
Congratulations to the
entire Foods team for
setting a new spending
per person record this
weekend! Every team
contributed to this success.
Way to go Foods.
July 4, 2014
3
Chaplain’s
CHATTER
Chaplain
Joey Buck
865-604-4997
[email protected]
Walk In
In the spirit of our Walking Tour, (which I hope you are enjoying; not just the healthy extrinsic benefits, but also discovering
the intrinsic rewards), I thought we could make some parallels to our spiritual lives. The Bible makes great use of the metaphor
of walking to mean more than physically moving from one place to another—often using the idea of “walking in . . .” The
image implies progress in our spiritual journey; “in” denotes the context in which we are to walk.
• Walk in a “newness of life” (Romans 6:4): No longer burdened with guilt or shame of the past.
• Walk in “the Spirit” (Galatians 5:16): The ways of peace, mercy, and grace guide us.
• Walk in “love” (Ephesians 5:2): Not cautious, but extravagant; full of sacrifice and help.
• Walk in “wisdom” (Colossians 4:5): Knowing how to apply the knowledge we possess.
• Walk in “the light” (John 8:12): Jesus’ life shows us how to live and love.
• Walk in “truth” (John 1:14): Shows we know what is good and right and are living in it.
• Walk in “Him” (Colossians 2:7): Not in our strength alone, but by the help of God do we walk the road of life.
Enjoy your walk. The difference is worth the distance,
Chaplain Joey Buck
Be healthy, be happy tips from
Humana’s dream is to help people achieve lifelong well-being, and we want Dollywood Hosts to live happily and enjoy good health,
so we offer these health tips. For more healthy living tips, go to humana.com/resources/healthy_living/wellness_tips.
Happiness is a choice. Few things can be healthier for you than simply deciding to be happy. Have fun.
The fun things you do in life each day can make you happy. Have fun by:
• Enjoying a hobby—collect stamps, read books, play cards, garden, watch sports or start something new
• Attending a movie, concert or play—many places offer discounts so call ahead and reserve a seat
• Planning a trip with your kids and grandkids—at least a couple times a year find a spot everyone will enjoy and meet there
• Doing something you enjoy—make time each week to golf, swim, walk, read, cook or do whatever makes you happy
4
Love every moment
Corporate
Birthdays
July 5
Eric Shepard
Safety
Judith Duvall
Foods
Lacey Stanton
Foods
Kenneth Kaverman
Operations
John Dixon
Operations
Joseph Asbury
Operations
Donna Hardy
Operations
Schade Harris
Entertainment
July 6
Sierra Ferrigno
Foods
Donald Gillespie Jr
Foods
Richard Ward
Foods
Rodney Belcher
Operations
Milton Gilliam II
Operations
Danielle Cress
Operations
Gail Griffith
Entertainment
Chelsea Lee
Merchandise
Mary Marmie
Finance
Emilee Linkous
DSC
July 7
Madison Stephenson
Foods
Bruce LaFollette
Operations
Glen Clabo
Entertainment
Sue Love
Merchandise
Susie Helton
Finance
Bradley Payne
M&C
Ryan Self
Marketing
July 7
Carla Howard
Foods
Tiffany Stoops
Operations
Nancy Pendleton
Operations
Wynn Thompson
Entertainment
Brian Dudash
M&C
July 9
Cecil Page II
Foods
Mariah Dixon
Operations
Betty McGill
HR
Linda Woodward
HR
Joe Buck
HR
Perry Latham
DSC
Isaiah Haas
DSC
Dixie Setlock
DSC
July 10
Marie Hrom
Safety
David Hamilton
Safety
Kristen Baker
Foods
Brittney Johnson
Foods
Don Ferguson
Operations
Jordan Nelson
Operations
Deborah Strong
Entertainment
Bailey Pettit
DSC
July 11
Michele Allen
Foods
Lawrence Siegel
Merchandise
Dustin Hicks
Merchandise
Nathaniel Brown
DSC
July 12
Meaghan Cave
Foods
Joan Gossard
Merchandise
Daniel Troutman
Merchandise
Christine Walter
Merchandise
Anna Bishop
DSC
July 13
Ashley Nice
Foods
Veronica Sampson
Foods
Laura Burton
Foods
Debra Eichler
Operations
Susan Barber
Operations
Daniel Warfield
Merchandise
Billie Schnick
DSC
Zayne McPeek
DSC
July 14
Ray Featherston
Foods
Lydia Smith
Operations
Caitlin Ramsey
DSC
Peyton Drummer
DSC
July 15
Alexander Sullivan
Foods
Rhonda Runyon
Operations
Austin DeFord
Operations
Tiffany Sizemore
Operations
Mary Averill
Entertainment
Samantha Ellison
DSC
July 16
Mark Warren
Safety
Lovanda Bradley
Foods
Gene Carpenter
Foods
Tim Hurst
M&C
Kathy Self
M&C
Samantha AbrahamsonDSC
July 17
Timothy Kramm
Foods
Amanda Gossett
Foods
Peggy Earnest
Operations
Michael Imbriani
Operations
Rachael Dickerson
Operations
Craig Crumpton
Entertainment
July 18
Cody Baker
Foods
Brendan Kyek
Operations
Dave Sumption
Operations
Michael Smith
Operations
Ruth White-Reillo
Finance
Brian Deyoung
M&C
Don Turner
M&C
William Padgett
M&C
Dennis Miller
DSC
Trenton Meadows
DSC
Corporate
Anniversaries
Years
of
DepartmentDate
Service
Carolyn Miller
Operations
July 5 13
Charles Stelzman Safety
July 5
3
Harolene Davis
Merchandise July 5 12
Jan Morgan
Entertainment July 5 23
Lodema Wilburn Operations
July 5 26
Betty Harris
Merchandise July 6
7
Herman Roberts DSC
July 6
1
Jimmy Sharp
Operations
July 6
1
Joe Racey
M&C
July 6
4
Kathy Vance
Foods
July 6
1
Ken Harris
Merchandise July 6
7
Lance Swartz
Operations
July 6
1
Linda Roberts
DSC
July 6
1
Raymie Wolfe
Entertainment July 6
4
Sandra Bartlett
Operations
July 6
1
Susan Province
Operations
July 6
1
Tania Lindsey
DWC
July 6
1
Zachary Hill
DSC
July 6
1
Allen Moerer
Operations
July 7
3
Branden Delangis DSC
July 7
3
Michael Hall
DSC
July 7
8
Ryan Brack
Merchandise July 7 18
Jay McNeill
HR
July 8 23
Rebecca Childers Operations
July 8
9
Heather Hyatt
Operations
July 9 27
Jason Esty
Entertainment July 9
3
Melissa Futrell
Foods
July 9 10
Tammy Reed
Foods
July 9 10
Teri Brown
Merchandise July 9
1
David Hance
M&C
July 11 7
Derek Province
Operations
July 11 1
Diane Trenholm Foods
July 11 24
Julia Blalock
Merchandise July 11 1
Austin Moore
Foods
July 12 1
Renee Grover
HR
July 12 22
Robert Metcalf
Operations
July 12 3
Stephen Black
Operations
July 12 1
Wendy Berreth
Finance
July 12 4
Belinda Willhite M&C
July 14 22
David Williams
Operations
July 14 9
Joe Lewis Jr
M&C
July 14 28
Marvin Johns
M&C
July 14 24
Chris Elsis Sr
Operations
July 15 17
Karen Walker
Operations
July 15 11
Larry Eske
Operations
July 15 11
Dixie Setlock
DSC
July 16 13
John Marlow
Foods
July 16 1
Marie Kyler
Merchandise July 16 10
Mary Lyda Wellons Dolly Parton
Productions
July 16 30
Don Johansen
Operations
July 17 10
Gail Griffith
Entertainment July 17 5
Allen Hammett
Foods
July 18 1
Christopher Metcalf Operations
July 18 1
This list reflects the Host’s current team.
July 4, 2014
5
Grand
Champions
Dolores Cason
May 2014 Blue Ribbon Winner
Merchandise
Team Lead at Liberty
BeAttitudes Shop
The Liberty Shop has a program which invites our Guests
in the military to sign a log showing the date of their visit
to Dollywood and the military branch in which they served
or are currently serving. The military and their families
are happy to be recognized and receive a bit of special
recognition, which is unexpected at a theme park.
Just after the park opened for 2014, a family came into
The Liberty Shop and began looking around. They were
looking at the military merchandise and asked about the
military sign in log. The family consisted of a mom and
her children. Dolores Cason was the Host who began
assisting this family. The mom asked about logs from
previous years, and she told Dolores that she was looking
for her husband’s signature. She then told Dolores that
her husband had been killed during his military service.
She had brought the family to Dollywood because a
trip to Dollywood was the last vacation the family had
taken together. Because of this, Dollywood held special
memories for them.
Dolores had the old logs and together they searched
until they found the husband’s signature. The wife
touched the log and held her hand on the book, feeling a
connection to her lost husband and the children’s father.
Dolores could feel the emotions as the family took turns
looking at and touching the signature. Then Dolores had
the most wonderful idea. Dolores told the lady she could
have the page with the signature. Dolores quickly made a
copy for our records, and gave the original to our guest.
To say the least, there wasn’t a dry eye in the house!
Dolores truly made emotional connections with this
family, and we are so proud to have Dolores on our team!
Nominated by: Merchandise Management Team
6
Love every moment
Paula Riffle
May 2014 Blue Ribbon Winner
Dollywood Cabins
Administrative Assistant
An excerpt from a Guest letter:
Dear Paula and Staff at Dollywood Cabins,
Thank you so much for blessing us. You guys have really
gone “above and beyond” to make our stay wonderful.
Please forgive me for my overreaction to the washing
machine situation. God is working on me—helping me—
in this area. You handled this situation with such grace!
Forgive me for not showing as much grace.
Your servanthood is such a blessing. Thank you for
doing our (large) loads of laundry. “What a blessing” to
come back to the cabin to have all our laundry “done”
and “folded”-----and some “delicious treats!”
We can’t thank you enough for all you have done!
We want to thank you and the staff for blessing us and
making such a sweet memory!
We love our vacation retreat Dollywood Cabins!
Nominated by: The Trumble Family
The Winning Moments Program celebrates special
instances when our Hosts are caught Creating Memories
Worth Repeating—moments that create such an impact
that someone (a Guest or Host) takes time to write their
story to ensure others know about this meaningful
interaction. We know Hosts create winning moments every
day. One way we can celebrate these incredible efforts is
by sharing a few of these stories. These are May’s Grand
Champion stories. As you read them, please celebrate not
just what the Host did, but what all Hosts do on a regular
basis to make sure our Guests Love Every Moment of their
time at Dollywood.
Rodney Pearson
June 2014 Blue
Ribbon Winner
Maintenance/Construction
Maintenance Supervisor
Jim Broad
On April 24, while driving along Dick Jordan Highway, Rodney Pearson spotted a fire in the woods next to the train tracks.
The fire was spreading down the mountainside in the dry leaves. He alerted dispatch and made his way along the tracks to
the fire. After attempting to extinguish the fire with the water supply from the train, which had arrived on scene, he quickly
realized that was not going to work. At that point, Rodney and Jim Broad grabbed fire extinguishers and went down the
side of the mountain to cut off the fire’s progress. Through the use of three fire extinguishers, they were able to contain
the fire until the fire department arrived. Rodney and Jim’s quick actions prevented the fire from getting out of hand and
endangering the Park, our Hosts or Guests.
Nominated by: The Safety Team
Erin Ramsey
Gary & Peggy Earnest
Marketing
Administrative Assistant
Operations
Parking Team Members
May 2013 Blue Ribbon Winner
Recently, while doing some remodeling for the
Marketing team, a sub-contractor’s worker suffered an
injury that required immediate medical attention. Erin
Ramsey immediately stopped what she was doing to
administer first aid and take him to the hospital. Through
the course of the unfortunate circumstances, Erin stayed by
his side, providing both moral support and good cheer until
a family member arrived. We believe this is a great example
of going above and beyond for others. While a trip to the
hospital is normally not a pleasant one, the worker will not
soon forget the kindness and caring shown to him by Erin.
Thank you, Erin, for your kindness and support.
Nominated by: Maintenance & Construction
May 2014 Blue Ribbon Winner
While working in Parking one day, I heard a radio
transmission of an unusual sort. When I got to the location just
past the tram pick-up area, I saw an issue with one of the trams
I had never seen before. Gary Earnest felt something out of the
ordinary happen while the tram was in motion and brought
the tram to a smooth stop before any Guests knew there was a
problem. His quick, calm response prevented what could have
been a bad situation. He immediately radioed for assistance.
He and Peggy were unloading Guests and boarding them onto
other vehicles to continue transporting them back to their
vehicles, as their tram was no longer operational. His quick
thinking and skillful stop and Peggy’s assistance with unloading
Guests in a calm and friendly manner turned what could have
been a bad situation into a safe exit experience for our Guests.
Nominated by: Ed Jacquemin & Zac Sims
July 4, 2014
7
Benjamin Keasling
Danny Robbins
May 2014 Blue Ribbon Winner
May 2014 Blue Ribbon Winner
On April 26, we didn’t finish our work in parking until
about 10 p.m. After clocking out, I walked to my van. I tried
to start it. It almost started and then died. I tried again four
times but it wouldn’t start. I locked my van and walked back
to the parking break room. Maxwell was still in the break
area so I told him what had happened. Maxwell said he
would call Security for help and asked me to raise the hood.
I thanked Maxwell and walked back to my van and raised
the hood. Benjamin Keasling and two female Hosts came to
my van and Benjamin asked if there was anything he could
do to assist me. I told Benjamin what was going on, and he
asked if there was anything he could do to help. I thanked
him and said Security should be there soon. Once Security
arrived, they tried to get my van started but it wouldn’t so
they left. I called my husband for the second time but he was
on his way from Lexington, Kentucky, at 10:30 p.m. I told him
I’d call AAA. I couldn’t see the number on my AAA Card, so
Benjamin pulled out a flashlight and held it while I talked to
them. He asked me tell them we would meet the rollback
driver at the Dollywood front gate and lead him to my van.
I told Benjamin several times he could leave because it was
late and that I’d be okay. Every time he said “I’m okay,” or
“I’m fine it’s no problem.” He said he would help as much
as he could. When we went to Benjamin’s truck to leave, he
asked if I needed something to eat, asked if I had dinner, or if
I needed something to drink. I told him I had a snack earlier,
and I was fine. He drove us to the front gate and parked so we
could watch for the rollback truck. Ashley and another female
Host pulled next to us, and we chatted back and forth. I told
Benjamin several more times I felt bad he was waiting so long;
he always assured me he was fine. AAA’s rollback came, and
Benjamin led him to my van.
When I talked to the AAA drivers, I told Benjamin again I
was okay, that the driver was there, and I would be okay, and
that he could leave. He said he wasn’t leaving until I was safely
on my way home. When we were ready to leave, I thanked
Benjamin profusely. Benjamin went way beyond just helping
me. He was compassionate, kind, caring, and so helpful to me!
I could not have asked for better treatment. Please consider
awarding Benjamin a Blue Ribbon (highest level possible,
please). Our sincerest thanks – Carol and Dale Lowe
During what could have turned into a chaotic event due to
a Host injury, Danny Robbins (shift PIC) performed amazingly!
A Wild Eagle Host fell down some stairs at the ride. Danny
responded with calmness and confidence and radioed Safety.
By the time Tara and I got there, he had placed a Host with
a key at the large gate so it could be opened for Safety
and the ambulance, had his occurrence report thoroughly
filled out, had checked on a Host who was shaken up from
witnessing the fall, had covered the remainder of his shift,
and communicated to his Hosts. Danny and I went to the
hospital with the Host. Danny took calls from the Host’s family
in a calm and professional manner (even addressing them as
sir and ma’am the entire time) while giving updates of what
was going on. When the Host began getting worried and
explained she couldn’t miss work due to monetary reasons,
Danny explained “this is why we donate even a little to Share
it Forward, so we can take care of each other. I’ll help you get
the paperwork together next week.” The Host started crying
and hugged him from the hospital bed. An amazing part of
all of this is that at no time did Wild Eagle stop operations nor
did any Guests realize anything was wrong because Danny
handled the situation so well and kept the Hosts on task.
And another story:
Danny Robbins is a prime example of our mission of
Creating Memories Worth Repeating for our Guests. Daily he
creates emotional connections with our Guests that serve our
vision of best serving God by bringing families closer together.
While working at the Grouper position at Wild Eagle, he
had a family come up for a parent swap. While in the parent
swap area, the child lost his first tooth. Danny, who was being
rotated to break, went to the break room and began drawing
a picture for the young man. He drew an eagle with its wing
pointing to a tooth. The Grouper called over the radio for
him to come back to the grouper position. When Danny
arrived he found the mother of the little boy on the steps
sitting. She had run down the stairs to head to the bathroom
when she slipped, fell and soiled her clothing. Danny grabbed
assistance and stayed with the Guest while a co-worker got
a new change of pants for the Guest. Danny kept her son
entertained the entire time, and after the Mom was taken
care of, presented the boy his picture. The child was ecstatic
to get a picture of a Wild Eagle pointing to his tooth! Danny
spent his entire 20-minute break serving our Guests, from a
kind gesture to handling an embarrassing situation, all while
only being back in position four minutes late. Danny went
above and beyond his responsibilities showing exceptional
servant leadership behaviors as he put the needs of others
ahead of his own!
Operations
Attractions Supervisor
Nominated by: Carol Lowe
Operations
Attractions Team Member
Nominated by: Ashley Keys & Zac Sims
8
Love every moment
More than 34,000 miles and counting!
Great Job Smoky Mountain Country – Keep Walking!
Walking Tour Champion and Human Resources Host Betty
Rowe congratulates Tickets Host Dennis Smith (The River
Runner) on his Week Two win for most improved steps.
Walking Tour Champion Toby Wagner delivers a surprise to
the Human Resources office as members of the HR Heroes
team, Jay McNeil (Walking Tall) and Renee Grover (Bucy),
were excited to learn their team had the most steps for
Dollywood in Week Three. Other members of the team are
Trainer Linda Woodward (I Walk By Faith) and Wardrobe
Host Susan McCarter (Sew Good). Also recognized for most
Individual Steps for the Dollywood Team in Week Two is
Thomas Ferrell from the Grist Mill.
Jim Hamilton (Hambone) accepts prizes for his team, Hot
Mess, from Walking Champion and Special Events Host Toby
Wagner. Other members of Hot Mess include Karen Jenkins
(Tabasco), Jessica Davis (Tater) and Dustin Felton (Mater).
Team Hot Mess walked the most steps for Smoky Mountain
Country in Week Two of the competition.
Henry Kresse (Mr. Blue Bird) of The Willing Walkers accepts
the winning HFE ribbon from Health Advocate Nurse
Alisa Murphy for Most Improved. His teammate Phyllis
McSpadden also won a ribbon for Most Improved. Others
winning Most Improved for Week Four were The Valley
Uppers consisting of David Myers (Can Head), Paul Whipple
(Fire Walker), Lodema Wilburn (The Constant Flusher) and
Glenda Burgins (Clean Sweep).
Other recent winners not pictured:
Pete Delongis (Yippie Ki Yea) Most Individual Steps, Week Three
Jeanette Russell (Mary Poppins) Most Individual Steps, Week Four
Robert Ferguson (Rowdy) Most Improved, Week Four
July 4, 2014
9
10
Love every moment
C R E AT I N G
M E M O R I E S
W O R T H
R E P E A T I N G®
WHAT’S HAPPENING
Family Matters
Thank You Notes
Thank You Notes
Dear Dollywood Family,
The flowers for our dear brother-in-law,
Mack Roy, were beautiful! He loved to
grow flowers himself so I’m sure my sister, Pat, and their family, appreciate the
thoughtful gesture.
Please accept our sincere thanks for the
beautiful flowers you sent for Martha
Myers. Your thoughtfulness was greatly
appreciated.
Gillis & Jane Lambert, M&C & Entertainment
The Derrick Calkin Family, Dollywood
Thank you for the kind words and
prayers. The basket was beautiful too. I
was praying for an angel, little did I know
God had set us in the midst of many. We
have never experienced such kindness.
Thank you,
Travis & Debbie Blu, Foods
Dear Dollywood,
Thank you so much for the basket of
snacks you sent to Dennis while he was
recovering from his knee surgeries. Your
thoughtfulness was appreciated! He
looks forward to seeing you all again
soon!
In His Grace,
Shanna Fuller, Discipleship Focus
Thank you,
Cabins
Condolences
Lloyd Bell
Please be in prayer for the family and
Dollywood co-workers of Lloyd James
Bell, age 85. Lloyd went home to be with
the Lord on Friday, June 13, 2014 after a
brief illness, at LeConte Medical Center in
Sevierville. For the last 18 years Lloyd
worked at Dollywood as a Parking Lot
Host. He had been a member of the
Bonnie Lou and Buster Show and a TV
personality for many years. Lloyd always
had a smile for Hosts and Guests alike.
We will greatly miss our friend and
co-worker, Lloyd Bell.
Post Until: July 9, 2014