Assistant Manager

The Assistant Front Office Manager supports daily Front Office operations while leading the guest journey to deliver luxury experiences at The Joseph in Nashville. This role works closely with the Front Office Manager to maintain service standards, manage guest relations, and ensure effective coordination across departments in a fast-paced environment.

Key Responsibilities

• Support the Front Office Manager in maintaining seamless daily operations and consistent luxury service standards.
• Assist with front desk operations, including guest check-ins and check-outs, room assignments, and responses to guest inquiries during high-volume periods.
• Monitor and manage guest communication through Marriott GXP, including messages, requests, and service recovery cases.
• Ensure guest messaging is professional, personalized, accurate, and completed within established response expectations.
• Coordinate guest requests with Housekeeping and other operational departments, ensuring follow-through and appropriate confirmation.
• Support room readiness by confirming that assigned accommodations align with documented guest preferences and special requirements.
• Assist with operational planning for VIP arrivals, group business, and other high-demand periods.
• Communicate service priorities, special requests, and unresolved concerns to the Front Office team and relevant department leaders.
• When assigned, support Manager on Duty responsibilities by responding to guest concerns and operational situations.
• Follow hotel safety, security, and emergency procedures, coordinating with Security and hotel leadership as needed.
• Take ownership of guest concerns and complete service recovery follow-up promptly, professionally, and with genuine empathy.
• Contact guests personally after service concerns to verify satisfaction, confirm resolution, and rebuild confidence in the experience.
• Maintain accurate documentation in Marriott GXP for guest concerns, recovery actions, approved compensation, and follow-up commitments.
• Monitor open guest cases, request aging, and outstanding service recovery items to support timely resolution.
• Coordinate with operational departments to ensure approved guest accommodations, amenities, service recovery credits, or Marriott Bonvoy points are completed.
• Investigate guest billing concerns and help explain approved corrections, credits, and adjustments.
• Escalate significant guest concerns and compensation requests that exceed established authority limits to the appropriate Front Office leader or Manager on Duty.
• Ensure unresolved guest matters are communicated during shift transitions with clear ownership and follow-up expectations.
• Identify recurring guest concerns and recommend proactive service improvements to help prevent repeat issues.

Requirements

• Proven leadership experience in hotel front desk or hospitality operations
• Experience in a lifestyle, boutique, or luxury environment, preferred
• Strong working knowledge of hotel management systems and guest service platforms
• Solid understanding of night audit procedures and multi-line phone systems
• Exceptional customer service skills with a polished, approachable presence
• Outstanding communication skills and professional phone etiquette
• Multilingual or bilingual abilities are highly desirable

Technology

• Marriott GXP

Benefits

• Accommodating PTO/PTO exchange
• Medical, dental, and vision benefits
• Maternity and paternity leave
• Pet insurance
• Company-matched dependent care and 401k
• Student loan repayment program
• Wide range of additional ancillary benefits

Location

Nashville, TN (onsite) at The Joseph Hotel - Nashville.