Front Desk Supervisor

Makeready LLC•Nashville, TN

22d•Onsite

About The Position

The Joseph, a Luxury Collection Hotel in Nashville, is seeking a service-driven Front Desk Supervisor to support daily Front Office operations and deliver a seamless, memorable luxury guest experience. This hands-on leadership role guides Guest Service Agents, supports exceptional service delivery, and maintains the standards of The Joseph, Marriott's Luxury Collection, and Forbes Travel Guide. The supervisor oversees guest arrivals and departures, check-in and check-out, guest requests and service recovery, VIP arrivals, room assignments, and coordination with other hotel departments. The role also supports team training and development, shift briefings and coverage, financial and billing procedures, use of Marriott Lightspeed, security and privacy compliance, and operational documentation. The supervisor performs Guest Service Agent duties as needed.

Requirements

At least 1–2 years of Front Desk or Guest Services experience in a hotel environment.
Strong interpersonal, communication, and problem-solving skills.
Ability to lead, motivate, and coach team members while maintaining a positive, professional environment.
Exceptional attention to detail and ability to anticipate guest needs.
Ability to handle guest concerns and resolve challenging situations with diplomacy and discretion.
Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced environment.
Strong organizational skills and proficiency with hotel technology and basic computer applications.
Flexibility to work varying shifts, including mornings, evenings, weekends, and holidays, based on business needs.
Genuine passion for hospitality, teamwork, and creating memorable guest experiences.

Nice To Haves

Previous supervisory, team lead, or leadership experience.
Luxury hotel or upscale hospitality experience.
Experience with Marriott hotels, particularly Luxury Collection properties.
Knowledge of Forbes Travel Guide service standards and luxury hospitality expectations.
Experience with Marriott Lightspeed or a similar Property Management System.

Responsibilities

Supervise daily Front Desk operations, including guest arrivals, departures, check-ins, check-outs, and guest satisfaction.
Deliver personalized, anticipatory service and create welcoming, memorable guest experiences.
Handle guest requests, concerns, and service recovery opportunities with discretion and care.
Assist with VIP arrivals, special requests, room assignments, and personalized guest experiences.
Monitor room availability, guest preferences, special accommodations, and daily arrival and departure activity.
Coordinate with Housekeeping, Engineering, Concierge, Bell Services, and other departments.
Maintain knowledge of hotel amenities, services, dining, local attractions, and Nashville recommendations.
Keep the Front Desk, lobby, and other guest-facing areas polished and organized.
Supervise, guide, and support Guest Service Agents and other Front Office team members.
Lead by example and support team coaching, training, development, onboarding, and performance feedback.
Reinforce Forbes Travel Guide standards, Marriott Luxury Collection expectations, and hotel policies and procedures.
Conduct daily shift briefings and ensure effective communication, shift coverage, and smooth transitions.
Foster a positive, collaborative, and inclusive work environment.
Use Marriott Lightspeed to manage reservations, guest profiles, room assignments, billing, and daily transactions.
Ensure accuracy in cash handling, credit card transactions, guest folios, billing adjustments, and financial procedures.
Monitor and resolve billing discrepancies and guest account concerns.
Assist with room upgrades, upselling, and revenue-enhancing initiatives while maintaining a guest-first approach.
Maintain shift reports, guest communication logs, and operational documentation.
Ensure compliance with security procedures, guest privacy requirements, and safety protocols.
Resolve operational challenges and communicate significant concerns to Front Office leadership.
Perform Guest Service Agent responsibilities as needed to support business demands.

Benefits

Medical, dental, and vision insurance.
Life and AD&D insurance.
Short- and long-term disability coverage.
Voluntary hospital, accident, and critical illness plans.
Optional legal assistance plan.
401(k) retirement plan with company match.
Student loan repayment assistance of up to $150 per month.
Tuition reimbursement opportunities.
PTO of up to four weeks during the first year, additional birthday PTO, and annual volunteer PTO.
Paid maternity and paternity leave.
Childcare assistance matching up to $100 per month per child or eligible disabled spouse or parent.
SupportLinc Employee Assistance Program.
Team member rates and discounts at Makeready hotels, restaurants, spas, and retail outlets.
Professional growth, leadership development, and advancement opportunities.