Front Desk Supervisor in Nashville, Tennessee at Makeready LLC

The Joseph, a Luxury Collection Hotel, Nashville
Location: Nashville, TN
Department: Front Office
Employment Type: Full-Time | Benefits Eligible

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.

The Joseph is seeking a polished, passionate, and service-driven Front Desk Supervisor to join our exceptional Front Office team.

As a Front Desk Supervisor, you will play an essential role in delivering a seamless and memorable luxury guest experience while supporting the daily operations of the Front Desk. This hands-on leadership position is responsible for guiding and inspiring our Guest Service Agents, ensuring exceptional service delivery, and maintaining the elevated standards of The Joseph, Marriott's Luxury Collection, and Forbes Travel Guide.

The ideal candidate is a natural leader who thrives in a luxury hospitality environment, leads by example, anticipates guest needs, and approaches every interaction with warmth, professionalism, and genuine care. You will serve as a key point of contact for both guests and team members, ensuring that every arrival, departure, and interaction reflects our commitment to extraordinary hospitality.

Front Office Operations & Guest Experience

• Supervise daily Front Desk operations to ensure seamless guest arrivals, departures, and overall guest satisfaction.

• Deliver personalized, anticipatory, and intuitive service that consistently exceeds guest expectations.

• Welcome guests with warmth and professionalism, creating meaningful connections and memorable experiences.

• Oversee the check-in and check-out process, ensuring accuracy, efficiency, and adherence to luxury service standards.

• Handle guest requests, concerns, and service recovery opportunities with confidence, discretion, and genuine 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 to ensure exceptional guest experiences.

• Maintain a thorough knowledge of hotel amenities, services, dining experiences, local attractions, and Nashville recommendations.

• Ensure the Front Desk, lobby, and surrounding guest-facing areas remain polished, organized, and welcoming.

Leadership & Team Development

• Provide daily supervision, guidance, and support to Guest Service Agents and other Front Office team members.

• Lead by example, demonstrating professionalism, accountability, teamwork, and a genuine passion for hospitality.

• Support the training, coaching, and development of Front Desk team members to ensure consistent service excellence.

• Reinforce Forbes Travel Guide service standards, Marriott Luxury Collection brand expectations, and hotel policies and procedures.

• Conduct daily shift briefings to communicate important guest information, operational updates, and service priorities.

• Assist Front Office leadership with performance feedback, recognition, and identifying opportunities for improvement.

• Foster a positive, collaborative, and inclusive work environment where team members feel supported and empowered.

• Support onboarding and training initiatives for new Front Office team members.

• Ensure proper shift coverage, effective communication, and smooth transitions between shifts.

Operational Excellence & Financial Accountability

• Utilize the Marriott Lightspeed Property Management System to manage reservations, guest profiles, room assignments, billing, and daily Front Desk transactions.

• Ensure accuracy in cash handling, credit card transactions, guest folios, billing adjustments, and daily financial procedures.

• Monitor and resolve billing discrepancies and guest account concerns.

• Assist with room upgrades, upselling opportunities, and revenue-enhancing initiatives while maintaining a guest-first approach.

• Maintain accurate shift reports, guest communication logs, and operational documentation.

• Ensure compliance with hotel security procedures, guest privacy requirements, and safety protocols.

• Assist with resolving operational challenges and communicate significant concerns to Front Office leadership.

• Collaborate with other departments to ensure operational efficiency and exceptional service delivery.

• Perform Guest Service Agent responsibilities as needed to support business demands.

• Minimum of 1–2 years of Front Desk or Guest Services experience in a hotel environment required.

• Previous supervisory, team lead, or leadership experience strongly preferred.

• Luxury hotel or upscale hospitality experience highly preferred.

• Experience with Marriott hotels, particularly Luxury Collection properties, is a plus.

• Knowledge of Forbes Travel Guide service standards and luxury hospitality expectations is highly desirable.

• Experience with Marriott Lightspeed or a similar Property Management System preferred.

• Strong interpersonal, communication, and problem-solving skills.

• Demonstrated ability to lead, motivate, and coach team members while maintaining a positive and professional environment.

• Exceptional attention to detail and the ability to anticipate guest needs.

• Confidence in handling guest concerns and resolving 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.

• A genuine passion for hospitality, teamwork, and creating memorable guest experiences.

• Flexibility to work varying shifts, including mornings, evenings, weekends, and holidays based on business needs.

At The Joseph and Makeready, taking care of our team is an important part of how we take care of our guests. We are proud to offer a comprehensive benefits and perks package designed to support your health, well-being, financial future, and personal growth.

Eligible full-time team members enjoy:

• Health & Wellness: Medical, dental, and vision insurance; life and AD&D insurance; short- and long-term disability coverage; voluntary hospital, accident, and critical illness plans; and an optional legal assistance plan.

• Retirement & Financial Support: 401(k) retirement plan with company match, student loan repayment assistance of up to $150 per month, and tuition reimbursement opportunities.

• Paid Time Off: Generous PTO benefits of up to four weeks during the first year, additional birthday PTO, and annual volunteer PTO.

• Family & Lifestyle Benefits: Paid maternity and paternity leave, along with childcare assistance matching up to $100 per month per child or eligible disabled spouse or parent.

• Employee Assistance: Access to SupportLinc Employee Assistance Program (EAP), providing confidential resources and support for personal and professional well-being.

• Exclusive Hospitality Discounts: Special team member rates and discounts at Makeready hotels, restaurants, spas, and retail outlets.

• Career Development: Opportunities for professional growth, leadership development, and advancement within The Joseph, Makeready, and the hospitality industry.

Benefits are subject to eligibility requirements and applicable plan terms.

At The Joseph, hospitality is more than a profession—it is an art form.

As a Front Desk Supervisor, you will have the opportunity to be part of a passionate team dedicated to creating extraordinary experiences in one of Nashville's most distinctive luxury hotels.

We believe that exceptional guest experiences begin with exceptional people. Through thoughtful leadership, continuous learning, meaningful recognition, and a culture rooted in genuine hospitality, we strive to create an environment where every team member can grow, contribute, and thrive.

If you are a motivated hospitality professional who takes pride in leading others, delivering exceptional service, and creating unforgettable moments, we invite you to bring your talents to The Joseph.

Join us and help define what extraordinary hospitality looks like.

Makeready LLC is an Equal Employment Opportunity employer committed to creating a diverse, inclusive, and welcoming workplace. We provide equal employment opportunities to all applicants and team members without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Makeready LLC is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process.