Front Desk Supervisor

Location: Nashville, TN | Department: Front Office | Full-time, benefits eligible

About the role

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.

Responsibilities

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.

Requirements

• 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