Front Desk Supervisor- Drift Nashville

TMC Hospitality•Nashville, TN

About The Position

The Front Desk Supervisor oversees daily front desk operations to ensure a seamless, thoughtful guest experience. In addition to performing all Front Desk Agent duties, this role provides leadership, training, and operational oversight of the team. The Front Desk Supervisor supports guest arrivals and departures, resolves escalations, manages room assignments, coordinates with other departments, and maintains accurate PMS and reporting records. This role partners closely with Housekeeping, Engineering, and leadership to ensure efficient communication, timely resolution of guest needs, and operational alignment across the property.

Requirements

Prior hospitality + front desk experience required
Strong communication + customer-service skills
Ability to multitask in a fast-paced environment and remain calm under pressure
Familiarity with PMS / POS systems preferred
Excellent attention to detail and follow-through
Local area knowledge a plus

Nice To Haves

Previous supervisory or team-lead experience preferred

Responsibilities

Welcome guests and manage check-in / check-out processes
Anticipate guest needs; respond quickly and professionally to questions and concerns
Maintain positive guest relations at all times
Provide local recommendations and assist with concierge-style requests (dining, directions, experiences)
Recognize special occasions and support the coordination of amenities or gestures
Deliver amenities and pantry items once rooms are clean and ready
Respond immediately to maintenance or housekeeping concerns; coordinate with Engineering, vendors, and Housekeeping as needed
Handle guest concerns professionally; escalate as appropriate and ensure follow-up
Monitor lobby and common areas for cleanliness and guest readiness
Assign rooms 7 days in advance; perform upgrades to maximize occupancy
Review arrivals; confirm notes, alerts, special requests, and action items daily
Check Action Reports to ensure proper task management
Process upgrades, extensions, early check-ins, late check-outs; apply fees when appropriate
Review departing guests; finalize folios, settle outstanding balances, and apply credits
Complete daily house balance and finalize checkouts accurately
Monitor and update guest notes and special requests in PMS
Spot-check guest notes and actions for accuracy and completion
Coordinate with Housekeeping on back-to-back (B2B) bookings and room moves
Process walk-in bookings; complete CC authorization
Manage Lost & Found inquiries
Maintain compliance with payment, discount, credit, and cash-handling procedures
Assist with documentation for chargebacks or disputed payments
Drift SB Penthouse only: send Akia housekeeping request and create follow-up tasks
Provide daily handovers and escalation logs to GM / leadership
Ensure open requests and escalations are followed up before shift end
Relay guest escalations and feedback to Central Service Team as appropriate
Identify group arrivals and in-house groups; audit notes and billing per group agreement
Collaborate with Housekeeping and Maintenance supervisors to support operational alignment
Communicate effectively across departments to maintain consistency and service delivery
Provide training, coaching, and guidance to new and existing Front Desk Agents
Support GM in creating and approving front desk schedules
Uphold a positive and collaborative team culture
Promote ongoing staff development, product knowledge, and service standards
Support onsite F&B when needed during downtime
Sell retail using POS and stock. Assist with retail inventory.
Execute amenity deliveries, confirming room readiness prior to delivery
Run shift reports, including Room Status and Credit Reports
Support monthly inventory counts as needed
Maintain accurate PMS records and internal communication tools
Inventory management for pantry, guest items, and room-request items
Create and maintain daily documentation for task completion and escalation notes