Director of Front Office

Makeready LLC•Nashville, TN

2d•Onsite

About The Position

The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, it offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly. The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined. We believe exceptional hospitality begins with meaningful human connection. As the Director of Front Office, you will be responsible for ensuring the highest level of guest service, operational efficiency, and staff performance across all front office departments. This role is ideal for a hospitality professional who thrives in a fast-paced environment while maintaining warmth, professionalism, and attention to detail.

Requirements

Minimum of 3–5 years of progressive Front Office leadership experience in a luxury hotel or resort environment preferred
Demonstrated ability to lead, develop, and inspire high-performing teams while fostering a culture of accountability and exceptional service
Strong understanding of Forbes Travel Guide standards and a commitment to delivering personalized, anticipatory luxury hospitality
Excellent communication, interpersonal, and relationship-building skills with the ability to engage effectively with guests, associates, and leadership
Proven ability to manage multiple priorities, make sound decisions, and maintain composure in a fast-paced environment
Strong organizational, analytical, and problem-solving skills with exceptional attention to detail
Experience managing departmental budgets, labor expenses, scheduling, forecasting, and operational performance metrics
Proficiency with hotel property management systems, revenue management tools, Microsoft Office Suite, and related hospitality technology platforms
Ability to effectively handle guest concerns, service recovery opportunities, and complex operational challenges with professionalism and urgency
Flexible schedule availability including mornings, evenings, weekends, holidays, and on-call responsibilities as business needs require
Ability to actively engage in hotel operations, including standing, walking, and moving throughout guest-facing and back-of-house areas for extended periods
Ability to occasionally lift and carry items weighing up to 25 pounds and perform physical tasks necessary to support operational needs
Commitment to fostering a collaborative, inclusive, and service-driven environment that supports both associate engagement and guest satisfaction

Responsibilities

Welcome guests with a warm, engaging, and professional demeanor during check-in and check-out experiences
Champion Forbes Travel Guide standards throughout the Front Office operation by coaching, developing, and inspiring associates to deliver personalized, anticipatory, and memorable guest experiences.
Provide personalized service while efficiently handling guest arrivals, departures, room assignments, and billing procedures
Answer guest questions regarding hotel amenities, services, dining options, local attractions, and transportation
Anticipate guest needs and proactively resolve concerns to ensure a seamless and memorable stay
Maintain an active and visible presence in the lobby, offering assistance and hospitality whenever needed
Accurately process payments, cash handling, room charges, and adjustments in accordance with hotel procedures
Coordinate with Housekeeping, Engineering, Valet, and other departments to ensure guest requests are fulfilled promptly
Maintain confidentiality and security of guest information
Handle guest requests, special accommodations, and service recovery situations with professionalism and urgency
Ensure the front desk, lobby, and guest-facing areas remain organized, clean, and welcoming
Follow all hotel policies, procedures, safety standards, and brand expectations