For the third year in a row, Dollywood has been named America’s Favorite Theme Park by the National Amusement Park Historical Association (NAPHA), and honestly—it’s no surprise. As someone who previously worked behind the scenes in the theme park industry for over a decade, I’ve seen how the magic is made. And after countless visits to Dollywood as a regular guest, I can confidently say: they’ve earned every bit of this recognition.
Every Visit Brings New Memories
My connection to Dollywood goes back to my college years. While earning my bachelor’s degree in computer science from the University of Tennessee at Chattanooga, Dollywood became a frequent destination—an escape from the pressures of school and a place that rekindled my love for themed entertainment.
Every time I visited, one thing stood out more than any ride, show, or attraction: the people. From the parking lot to the gift shops, the team members at Dollywood don’t just perform—they connect. The warmth feels authentic, not scripted. And that culture of kindness clearly starts at the top—with Dolly Parton herself.
What Makes Dollywood Stand Out
Theme parks are emotional places. They succeed or fail based on how they make guests feel. Dollywood gets this better than almost anyone. From the perspective of someone who’s spent years supporting operations and backstage logistics, here’s what Dollywood does right:
- Guest-First Culture: Employees are trusted to deliver magic. You can feel that they aren’t just following a training manual—they’re given the freedom to make someone’s day.
- Operational Precision Without Pretense: Instead of relying on IP-driven spectacle, Dollywood focuses on clean, efficient, high-quality experiences. It’s excellence without ego.
- Rooted in Identity: Rather than chase trends, Dollywood doubles down on what makes it unique—Appalachian heritage, live music, family values, and, of course, the heart of Dolly Parton.
- People as Strategy: When a company invests in its staff, that investment trickles down to every guest interaction. Dollywood understands that happy, supported employees are the most powerful asset a park can have.
A Wake-Up Call to the Industry
Dollywood’s win isn’t just a PR boost—it’s a reality check for the rest of the industry: It’s time to step up.
Guest service is no longer a bonus—it’s the battleground. In an era where many parks are automating touchpoints, cutting labor, or chasing franchise trends, Dollywood stands apart by investing in human connection. That’s where loyalty is built.
Dollywood isn’t trying to be everything to everyone. It’s trying to be exactly what it is—a joyful, hospitable, beautiful park grounded in community and care. Whether you’re there for the coasters, the bluegrass, or that famous cinnamon bread (which absolutely lives up to the hype), one thing is clear: you matter to them.
If you work in the industry—past or present—take a trip. Pay attention. Take notes. Because the gold standard of guest service isn’t in a high-budget franchise park or the latest tech rollout. It’s in the Smoky Mountains. It’s called Dollywood. And it’s showing everyone how stellar guest service in the themed entertainment industry is done.
