Assistant Front Office Manager

Millennium Hotels and Resorts•Nashville, TN

10d•Onsite

About The Position

As our Front Office Manager, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment. This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results. You are the face of the hotel—creating first impressions and memorable guest moments. Your energy, attention to detail, and service mindset will directly shape the guest experience and bring our brand to life.

Requirements

Passion for hospitality and delivering exceptional service
Strong communication and interpersonal skills
Ability to work in a fast-paced, dynamic environment
Solutions-oriented mindset with attention to detail
Flexibility to work varied schedules, including evenings, weekends, and holidays
Proficiency with Property Management Systems (Opera preferred).
Experience with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
Knowledge of hotel reservation systems, guest service platforms, and rate management practices.
Ability to analyze reports and operational metrics to support decision-making.
Bachelor’s degree or equivalent experience preferred
Minimum 2 years of hotel Front Office experience required.
Strong knowledge of hotel operations, guest service standards, and revenue management principles.

Nice To Haves

Previous supervisory or leadership experience preferred.

Responsibilities

Ensure smooth, efficient operations aligned with brand standards
Identify opportunities for innovation and continuous improvement
Deliver consistent, high-quality results in a fast-paced environment
Deliver exceptional service rooted in passion for hospitality
Anticipate needs and respond with a solutions-first mindset
Create memorable, personalized experiences for every guest
Work collaboratively across teams to achieve shared goals
Communicate effectively and contribute to a positive work environment
Support a culture of respect, energy, and accountability
Follow all company policies, safety standards, and procedures
Maintain accuracy in processes, reporting, and documentation
Uphold a culture of accountability and operational excellence
Assist in overseeing all Front Office operations, including Front Desk, PBX, Guest Services, and Night Audit.
Ensure guests receive prompt, courteous, and professional service throughout their stay.
Resolve guest concerns and service recovery opportunities in a timely and effective manner.
Monitor lobby appearance and guest touchpoints to ensure compliance with brand and hotel standards.
Support VIP arrivals, group arrivals, special requests, and guest recognition programs.
Maintain high guest satisfaction scores and positive online reputation metrics.
Provide day-to-day leadership, coaching, and support to Front Office associates.
Assist with recruiting, interviewing, onboarding, and training new team members.
Conduct regular coaching conversations and performance feedback sessions.
Promote a positive and inclusive work environment that supports employee engagement and retention.
Lead by example through professional conduct and strong guest service standards.
Assist in managing payroll, labor productivity, and scheduling to meet operational and budget objectives.
Monitor cash handling procedures, guest folios, and billing accuracy.
Support revenue optimization initiatives through effective room inventory management and upselling programs.
Review daily operational reports and assist with identifying trends and opportunities for improvement.
Ensure compliance with hotel accounting procedures and internal controls.
Ensure compliance with hotel policies, brand standards, and applicable labor laws.
Support workplace safety initiatives and emergency response procedures.
Maintain confidentiality of guest and employee information.
Assist with investigations involving guest incidents, service concerns, or policy violations as needed.