Assistant Front Office Manager

Millennium & Copthorne Hotels; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Company-paid Life and AD&D Insurance

401(k) Retirement Plan with Company %

Paid Time Off & Holidays

Hotel Room Discounts

Job summary

The Maxwell Nashville, part of Millennium Hotels & Resorts, is seeking a Front Office Manager to lead a dynamic front desk team and deliver exemplary guest experiences. You will drive operational excellence across Front Desk, PBX, Guest Services and Night Audit while upholding brand standards.

You will coach staff, manage schedules, and contribute to revenue management through upselling and guest satisfaction insights.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Minimum 2 years of Front Office experience.
• Strong knowledge of hotel operations and guest service standards.

Responsibilities

• Oversee Front Office operations and ensure brand-standard service.
• Coach and develop Front Office team; recruit, onboard and train staff.
• Monitor guest satisfaction and respond to service issues promptly.

Skills

Team Leadership

Guest Service

Communication

Problem Solving

Education

Bachelor’s degree preferred

Tools

Opera PMS

Microsoft Office

Excel

Job description

Hotel Name: Millennium Hotel Maxwell House Nashville
Location: Onsite – Nashville, TN

Join the Team at The Maxwell Nashville

At The Maxwell Nashville, hospitality is vibrant, energetic, and rooted in local character.

About The Maxwell Nashville

Located near downtown Nashville, the hotel offers a design-forward stay with convenient access to the city’s music, entertainment, and cultural attractions.

As part of Millennium Hotels & Resorts, a global hospitality leader with over 145 properties across key destinations worldwide, our hotels are backed by a legacy of quality, consistency, and service excellence.

At Millennium, we are guided by our core values:

• Passion for Hospitality
• Entrepreneurial Spirit
• Innovation
• Progressive & Solutions-Oriented

These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our employees.

About the Role: Front Office Manager

As our Front Office Manager, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment.

This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results.

Your Impact

You are the face of the hotel—creating first impressions and memorable guest moments. Your energy, attention to detail, and service mindset will directly shape the guest experience and bring our brand to life.

What You’ll Be Doing - Change Accordingly

Operations & Execution

• Ensure smooth, efficient operations aligned with brand standards
• Identify opportunities for innovation and continuous improvement
• Deliver consistent, high-quality results in a fast-paced environment

Guest Experience

• Deliver exceptional service rooted in passion for hospitality
• Anticipate needs and respond with a solutions-first mindset
• Create memorable, personalized experiences for every guest

Team Collaboration

• Work collaboratively across teams to achieve shared goals
• Communicate effectively and contribute to a positive work environment
• Support a culture of respect, energy, and accountability

Compliance & Standards

• Follow all company policies, safety standards, and procedures
• Maintain accuracy in processes, reporting, and documentation

• Uphold a culture of accountability and operational excellence

• Passion for hospitality and delivering exceptional service
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Solutions-oriented mindset with attention to detail
• Flexibility to work varied schedules, including evenings, weekends, and holidays

Technical / Role-Specific Requirements

• Assist in overseeing all Front Office operations, including Front Desk, PBX, Guest Services, and Night Audit.
• Ensure guests receive prompt, courteous, and professional service throughout their stay.
• Resolve guest concerns and service recovery opportunities in a timely and effective manner.
• Monitor lobby appearance and guest touchpoints to ensure compliance with brand and hotel standards.
• Support VIP arrivals, group arrivals, special requests, and guest recognition programs.
• Maintain high guest satisfaction scores and positive online reputation metrics.
• Provide day-to-day leadership, coaching, and support to Front Office associates.
• Assist with recruiting, interviewing, onboarding, and training new team members.
• Conduct regular coaching conversations and performance feedback sessions.
• Promote a positive and inclusive work environment that supports employee engagement and retention.
• Lead by example through professional conduct and strong guest service standards.
• Assist in managing payroll, labor productivity, and scheduling to meet operational and budget objectives.
• Monitor cash handling procedures, guest folios, and billing accuracy.
• Support revenue optimization initiatives through effective room inventory management and upselling programs.
• Review daily operational reports and assist with identifying trends and opportunities for improvement.
• Ensure compliance with hotel accounting procedures and internal controls.
• Ensure compliance with hotel policies, brand standards, and applicable labor laws.
• Support workplace safety initiatives and emergency response procedures.
• Maintain confidentiality of guest and employee information.
• Assist with investigations involving guest incidents, service concerns, or policy violations as needed.
• Proficiency with Property Management Systems (Opera preferred).
• Experience with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
• Knowledge of hotel reservation systems, guest service platforms, and rate management practices.
• Ability to analyze reports and operational metrics to support decision-making.

Education and other Qualifications

• Bachelor’s degree or equivalent experience preferred
• Minimum 2 years of hotel Front Office experience required.
• Previous supervisory or leadership experience preferred.
• Strong knowledge of hotel operations, guest service standards, and revenue management principles.

At Millennium Hotels & Resorts, we support our employees with a competitive benefits package designed to promote wellbeing and long-term success:

• Medical, Dental & Vision Insurance
• Company-paid Life and AD&D Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match (where applicable)
• Paid Time Off & Paid Holidays
• Hotel Room Discounts across our global portfolio
• Employee Assistance Program (EAP)

Benefits eligibility and offerings are subject to plan terms and company policy.

Why Join Us

At Millennium Hotels & Resorts, you’re not just taking on a role—you’re joining a global organization committed to people, performance, and growth.

Whether you’re supporting operations behind the scenes or delivering service on the front line, your work contributes to a culture focused on hospitality, collaboration, and results.

If you’re looking for an opportunity to grow, contribute, and make an impact, we invite you to join our team.