Front Desk Supervisor- Drift Nashville

Front Desk SupervisorTMC 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 on the horizon, is a modern hotel concept for independent and group travelers who value adventure and culture with minimalist yet intentional details and amenities.Primary Responsibility:The Front Desk Supervisor oversees daily front desk operations to ensure a seamless, thoughtful guest experience. In addition to performing all Front Desk Agent duties, this role provides leadership, training, and operational oversight of the team. The Front Desk Supervisor supports guest arrivals and departures, resolves escalations, manages room assignments, coordinates with other departments, and maintains accurate PMS and reporting records. This role partners closely with Housekeeping, Engineering, and leadership to ensure efficient communication, timely resolution of guest needs, and operational alignment across the property.Key ResponsibilitiesGuest ExperienceWelcome guests and manage check-in / check-out processesAnticipate guest needs; respond quickly and professionally to questions and concernsMaintain positive guest relations at all timesProvide local recommendations and assist with concierge-style requests (dining, directions, experiences)Recognize special occasions and support the coordination of amenities or gesturesDeliver amenities and pantry items once rooms are clean and readyRespond immediately to maintenance or housekeeping concerns; coordinate with Engineering, vendors, and Housekeeping as neededHandle guest concerns professionally; escalate as appropriate and ensure follow-upMonitor lobby and common areas for cleanliness and guest readinessFront Desk OperationsAssign rooms 7 days in advance; perform upgrades to maximize occupancyReview arrivals; confirm notes, alerts, special requests, and action items dailyCheck Action Reports to ensure proper task managementProcess upgrades, extensions, early check-ins, late check-outs; apply fees when appropriateReview departing guests; finalize folios, settle outstanding balances, and apply creditsComplete daily house balance and finalize checkouts accuratelyMonitor and update guest notes and special requests in PMSSpot-check guest notes and actions for accuracy and completionCoordinate with Housekeeping on back-to-back (B2B) bookings and room movesProcess walk-in bookings; complete CC authorizationManage Lost & Found inquiriesMaintain compliance with payment, discount, credit, and cash-handling proceduresAssist with documentation for chargebacks or disputed paymentsDrift SB Penthouse only: send Akia housekeeping request and create follow-up tasksCommunication & CoordinationProvide daily handovers and escalation logs to GM / leadershipEnsure open requests and escalations are followed up before shift endRelay guest escalations and feedback to Central Service Team as appropriateIdentify group arrivals and in-house groups; audit notes and billing per group agreementCollaborate with Housekeeping and Maintenance supervisors to support operational alignmentCommunicate effectively across departments to maintain consistency and service deliveryTeam Support & TrainingProvide training, coaching, and guidance to new and existing Front Desk AgentsSupport GM in creating and approving front desk schedulesUphold a positive and collaborative team culturePromote ongoing staff development, product knowledge, and service standardsF&B & RetailSupport onsite F&B when needed during downtimeSell retail using POS and stock. Assist with retail inventory.Execute amenity deliveries, confirming room readiness prior to deliveryReporting & AdministrativeRun shift reports, including Room Status and Credit ReportsSupport monthly inventory counts as neededMaintain accurate PMS records and internal communication toolsInventory management for pantry, guest items, and room-request itemsCreate and maintain daily documentation for task completion and escalation notesGeneral Skills/QualificationsPrior hospitality + front desk experience requiredPrevious supervisory or team-lead experience preferredStrong communication + customer-service skillsAbility to multitask in a fast-paced environment and remain calm under pressureFamiliarity with PMS / POS systems preferredExcellent attention to detail and follow-throughLocal area knowledge a plus