Director of Front Office in Nashville, Tennessee at Makeready LLC

The Joseph, a Luxury Collection Hotel | Nashville, TN

At The Joseph, every extraordinary guest experience begins at the Front Office. As a Forbes Four-Star Luxury Collection Hotel in the heart of Nashville, we are committed to delivering intuitive, personalized service that exceeds expectations at every touchpoint.

We are seeking an exceptional Director of Front Office to lead one of the most visible and influential departments within the hotel. This strategic and hands-on leader will oversee all Front Office operations, ensuring an elevated guest arrival and departure experience while cultivating a culture of luxury service, operational excellence, and continuous development.

The ideal candidate is a passionate hospitality leader with experience in Forbes-rated luxury hotels, a proven ability to develop high-performing teams, and a relentless commitment to creating memorable guest experiences.

• Lead all Front Office operations, including Guest Services, Front Desk, Bell Services, Valet, Concierge, and Night Audit.
• Champion Forbes Four-Star and Marriott Luxury Collection service standards, ensuring every guest interaction reflects genuine hospitality and personalized luxury.
• Foster a culture of excellence through coaching, accountability, recognition, and continuous development.
• Recruit, train, mentor, and develop a high-performing team focused on exceptional guest service and operational efficiency.
• Conduct daily stand-up meetings and departmental communications to align priorities and reinforce service expectations.
• Serve as a visible leader in the lobby, engaging with guests and team members throughout the day.

• Ensure flawless arrivals, departures, and throughout-stay experiences for every guest.
• Personally oversee VIP arrivals, special requests, group arrivals, and guest recovery efforts.
• Respond proactively to guest concerns and service opportunities with professionalism, empathy, and urgency.
• Collaborate with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to deliver seamless guest experiences.
• Continuously analyze guest satisfaction scores, online reviews, and service trends to identify opportunities for improvement.
• Drive a service culture built around anticipation, personalization, and creating memorable moments.

• Oversee scheduling, staffing levels, payroll management, labor productivity, and departmental budgets.
• Ensure compliance with Marriott brand standards, Makeready policies, Forbes Travel Guide expectations, and all operational procedures.
• Maintain exceptional lobby presentation, front drive operations, and public space appearance.
• Monitor Front Office performance metrics including guest satisfaction, loyalty enrollment, upselling, room inventory management, and financial results.
• Utilize Marriott property management systems and operational technology to optimize efficiency and guest satisfaction.
• Support revenue optimization through strategic room inventory management, upselling initiatives, and collaboration with Revenue Management.

• Build and mentor future hospitality leaders through coaching, career development, and succession planning.
• Conduct performance evaluations, ongoing coaching conversations, and development planning.
• Partner closely with the Director of People & Culture to support training, engagement initiatives, and associate recognition programs.
• Foster an inclusive, collaborative environment where every team member feels valued and empowered to succeed.
• Promote accountability, professionalism, and continuous learning across the department.

• Minimum of 5 years of progressive Front Office leadership experience within a luxury hotel environment.
• Previous experience as a Front Office Manager, Assistant Director of Front Office, or Director of Front Office.
• Experience in a Forbes-rated luxury hotel is strongly preferred.
• Experience with Marriott Luxury Collection, Autograph Collection, JW Marriott, Ritz-Carlton, or other luxury Marriott brands is highly preferred.
• Demonstrated success leading large, diverse hospitality teams.
• Strong understanding of luxury guest service standards and operational best practices.
• Excellent leadership, communication, coaching, and interpersonal skills.
• Strong financial acumen, including budgeting, forecasting, labor management, and operational reporting.
• Ability to remain calm, decisive, and guest-focused in a fast-paced environment.
• Strong organizational skills with exceptional attention to detail.

• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
• Experience with Marriott property management systems (Opera Cloud, FOSSE, or equivalent).
• Forbes Travel Guide service training certification or experience.
• Luxury hotel pre-opening, renovation, or transition experience is a plus.
• Bilingual or multilingual communication skills are an asset.

• Ability to stand and walk throughout the hotel for extended periods.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and occasional overnight support when operationally necessary.
• Ability to lift and carry items weighing up to 25 pounds, with or without reasonable accommodation.
• Ability to utilize computers, mobile devices, and hotel management systems throughout the workday.

At The Joseph, our Front Office is the heartbeat of the guest experience. This is more than an operations role—it's an opportunity to shape a culture of luxury hospitality, inspire exceptional people, and create unforgettable moments for guests from around the world.

We believe in investing in our leaders by providing opportunities for professional growth, cross-functional collaboration, and meaningful career advancement within Makeready and Marriott.

We offer:

• Competitive salary
• Annual bonus opportunity
• Comprehensive medical, dental, and vision benefits
• Paid time off
• 401(k) with company match
• Marriott Explore Rate travel discounts worldwide
• Professional development and leadership opportunities
• Complimentary team member meals
• Opportunities for advancement within Makeready and Marriott Luxury Collection Hotels

If you're a passionate hospitality leader who believes luxury is found in the details and understands how to inspire teams to deliver extraordinary service, we'd love to meet you.

Join The Joseph and lead the team that creates exceptional first impressions, lasting memories, and world-class guest experiences every day.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status.

We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities, and job performance.