Front Office Manager

Job Description

Job Description

The Front Office Manager is at the heart of the guest experience at Margaritaville Hotel Nashville. From the moment guests arrive until the time they head home, this role helps make sure every interaction feels welcoming, effortless, and memorable.

You'll lead our Front Desk team with energy, confidence, and a genuine commitment to hospitality. You'll set the tone for the department, coach and develop your team, jump in when needed, and make sure our guests feel taken care of. At the same time, you'll keep a close eye on the details—from staffing and scheduling to guest satisfaction, financial performance, and daily operations.

We're looking for a leader who knows that great hospitality starts with a great team and who isn't afraid to roll up their sleeves and be part of the action.

What You'll Do

• Lead the day-to-day operation of the Front Desk, ensuring guests receive friendly, efficient, and genuine hospitality throughout their stay.
• Create a welcoming environment where guests feel comfortable asking questions, sharing concerns, or simply stopping by to say hello.
• Lead, coach, and develop Front Desk team members so they have the tools, training, and confidence to deliver exceptional service.
• Recruit, interview, hire, onboard, train, schedule, coach, recognize, and develop Front Desk team members in accordance with hotel policies and procedures.
• Empower the Front Desk team to resolve guest concerns and create memorable experiences.
• Monitor guest feedback and satisfaction, identify opportunities for improvement, and take action to address concerns.
• Oversee schedules and payroll to ensure appropriate staffing while managing labor costs.
• Monitor departmental financial performance and work toward meeting or exceeding budgeted goals.
• Prepare and manage departmental budgets, forecasts, reports, and action plans.
• Ensure proper cash-handling, accounting, internal audit, and other financial procedures are consistently followed.
• Maintain standards for cleanliness, organization, appearance, equipment, and supplies.
• Coordinate VIP arrivals, group arrivals and departures, guest amenities, and transportation needs.
• Work closely with other hotel departments to ensure a smooth experience for guests and a strong sense of teamwork throughout the property.
• Conduct regular departmental meetings and attend hotel meetings as needed.
• Complete performance reviews and provide ongoing coaching and feedback.
• Address employee concerns fairly, consistently, and in a timely manner.
• Promote a safe working environment and ensure team members understand and follow hotel safety and security procedures.
• Be visible and engaged with both guests and team members, especially during busy periods or when extra support is needed.
• Step in and assist with Front Office operations whenever necessary—because great leaders don't just delegate; they pitch in.
• Complete other duties as assigned, including cross-training and supporting other areas of the hotel.

What We're Looking For

• At least two years of Front Desk or related hotel management experience preferred.
• Strong leadership skills with the ability to motivate, coach, and develop a diverse team.
• Excellent communication and interpersonal skills with both guests and team members.
• Strong organizational and time-management skills with the ability to juggle multiple priorities in a fast-paced hotel environment.
• Ability to confidently handle guest concerns and find solutions while maintaining a positive attitude.
• Previous cash-handling experience required.
• Strong computer skills and the ability to learn and use hotel systems and technology.
• Ability to understand and apply applicable employment, safety, and lodging regulations.
• Comfortable working with budgets, payroll, financial reports, and departmental goals.
• Must be able to read, write, and communicate effectively in English.
• College-level reasoning, mathematical, and language skills preferred.

What Success Looks Like

Guest Experience

• Creates a warm, welcoming first and last impression for every guest.
• Leads by example when it comes to genuine hospitality and exceptional service.
• Makes guests feel heard, valued, and taken care of.
• Empowers the Front Desk team to resolve concerns and turn challenges into positive experiences.

Leadership & Team Culture

• Sets clear expectations while creating a positive, supportive, and fun work environment.
• Coaches team members regularly and recognizes great performance.
• Builds a team that works together, communicates well, and takes pride in what they do.
• Develops future leaders by providing opportunities to learn, grow, and take ownership.

Operations & Financial Performance

• Keeps the Front Desk running smoothly, efficiently, and with a guest-first mindset.
• Maintains appropriate staffing levels and manages labor effectively.
• Understands departmental financial goals and takes ownership of achieving them.
• Ensures required reports, audits, cash-handling procedures, and operational standards are completed accurately and consistently.

Quality & Safety

• Keeps the Front Desk and surrounding guest areas clean, organized, and guest-ready.
• Ensures equipment, supplies, and operational resources are maintained appropriately.
• Identifies and reports safety, security, and maintenance concerns promptly.
• Follows and reinforces all hotel safety, security, and emergency procedures.

Why Margaritaville?

We believe work should be more than just a job. At Margaritaville Hotel Nashville, we're all about creating memorable experiences—for our guests and for each other. If you're a people-first leader who loves hospitality, thrives in a fast-paced environment, and knows how to keep the team smiling even when things get busy, we'd love to have you join our crew.