Overnight Guest Experience & Safety Manager- Drift Nashville at TMC Group LLC – Nashville, Tennessee

About Us

TMC Hospitality was founded in 2016 by Philip Bates as an offshoot of TMC Group to bring its innovation and purposeful disruption to the hospitality industry. As a forward-thinking hotel development and management company focused on elevating hospitality from a service to an experience through strategic development, investment, and brand creation, the group has two hotel brands, Bode and Drift, in addition to Buttonwood Farm & Winery that cater to the concept of social group travel and experiences. Bode, with a location in Nashville, redefines traditional travel by creating flexible spaces that expertly blend the style of vacation rental homes with the comforts and conveniences of a boutique hotel. Drift, with locations in San Jose del Cabo, Santa Barbara, Palm Springs, and Nashville, is a modern hotel concept for independent and group travelers who value adventure and culture with minimalist yet intentional details and amenities.

We're looking for a dynamic and caring individual who is passionate about hospitality to join our team!

About the role

The Overnight Guest Experience & Safety Manager (OGESM) is responsible for the overall guest experience between 11pm to 7am. The OGESM will ensure all guests checking into the hotel after 11pm receive a warm welcome while also performing a variety of Front Desk, Security, Housekeeping, and Concierge duties to meet business needs and positively impact the overall guest experience as well as the safety & security of the facility. The OGESM is key to recognizing, mitigating, and communicating opportunities to enhance the guest experience and safety each evening.

What You'll Do

• Anticipate guests’ needs and respond quickly & professionally to all guest requests
• Provide information on resort amenities and facilities
• Communicate and proactively recognize guest’s special occasions and celebratory events through hospitality gestures that enhance the guest experience
• Monitor flow of traffic within the parking lot and public area; directing guests as appropriate and escorting non-guests off property
• Assist in Guest Pre-Check-in and Onsite Check-in process
• Respond promptly to emergency situations and alerts management when needed
• Monitor public area restrooms for both cleanliness and safety throughout the evening
• Inspect rooms as needed
• Must be tech-savvy, adhering to the process of communicating promptly with the Remote service team and management regarding guest requests/issues/complaints while maintaining professional dialogue with guests and finding resolutions to satisfaction.
• Maintain complete knowledge at all times of all hotel features/services, activities, and events.
• Inspect, plan, and ensure that all materials, workspaces, and equipment are in complete readiness for service.
• Be able to communicate effectively with guests and provide exceptional customer service
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Respond promptly to and acknowledge all guests, however busy and at whatever time of the day.
• Maintain positive guest relations at all times
• Troubleshoot and resolve light maintenance and Housekeeping requests (e.g., fixing minor issues with room facilities or delivering housekeeping supplies to a room).
• Perform regular rounds of the property to ensure guest safety and the security of the hotel’s assets.
• Monitor security cameras and report any suspicious activities.
• Respond to guest inquiries and emergencies in a calm and professional manner.
• Ensure all doors, windows, and other access points are secure during the night.
• Complete a detailed daily activity report at the end of each shift.
• Document and report all incidents or issues to hotel management.
• Communicate with the day team to ensure a seamless handover at the end of the shift.
• Follow all safety and security protocols, including emergency procedures, fire safety, and guest safety measures.
• Ensure that the lobby, front desk, and public spaces remain clean and organized throughout the night.
• Complete Property Management System protocols for reconciling the day’s revenues & room reservations. (Roll the night)
• Perform duties to prepare the operations for the following day: Check & confirm upcoming reservations, assign rooms as needed, prepare amenities, and other duties as necessary.

Qualifications

• Proven experience in a hotel or hospitality environment is essential.
• Strong background in guest relations with a focus on enhancing the guest experience.
• Familiarity with front desk operations and night audit procedures is preferred.
• Excellent written and oral communication skills
• Ability to handle guest issues professionally and calmly.
• Highly developed interpersonal skills
• Maintain high ethical standards and professionalism.
• Multitask and prioritize as necessary to meet customer needs.
• Ability to work independently with high levels of productivity and excellent judgment on overnight shifts