Front Office Lead: Guest Experience & Ops

Grand Hyatt Nashville; Nashville (TN); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, and vision (HSA)

Company-paid disability & life

Employee Assistance Program

Supplemental benefits

401(k) with match

Employee discounts

Paid vacation & sick time

Job summary

Grand Hyatt Nashville is seeking an Assistant Front Office Manager to lead the Front Desk and related guest services. You will oversee reservations, bell services, and guest accounting while guiding staff to deliver exceptional service and strong operational standards.

Responsibilities include staffing, scheduling, payroll, and maintaining credit controls and security. A background in front office operations and financial processes will support profitable hotel performance.

Qualifications

• Minimum 2 years front desk operations experience.
• At least 1 year of night audit or supervisory experience.
• Experience with budgeting, forecasting, and labor management preferred.
• Bachelor’s degree in a relevant field or equivalent experience.

Responsibilities

• Lead and supervise the Front Desk and related guest service departments, including hiring, training, evaluating, and developing team members.
• Manage departmental scheduling and payroll in alignment with labor standards and forecasted occupancy.
• Ensure adherence to guest service quality standards and actively resolve guest concerns to maintain strong satisfaction scores.
• Drive profitability by aligning financial and operational strategies with hotel objectives and participating in annual budgeting processes.
• Oversee reservations and room management to maximize occupancy and average daily rate through effective selling techniques.
• Maintain and enforce procedures for credit control, financial transaction handling, and guest security.
• Support cross-departmental collaboration to enhance guest experience and overall hotel performance.
• Other duties as assigned.

Skills

Leadership

Team development

Problem solving

Front desk operations

Communication

Time management

Education

Bachelors in Management/Hotel Admin

Tools

Front office systems

Job description

Grand Hyatt Nashville is seeking an Assistant Front Office Manager to lead the Front Desk and related guest services. You will oversee reservations, bell services, and guest accounting while guiding staff to deliver exceptional service and strong operational standards.

Responsibilities include staffing, scheduling, payroll, and maintaining credit controls and security. A background in front office operations and financial processes will support profitable hotel performance.