Front Office Supervisor

Songteller Hotel; Nashville (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

Songteller Hotel in Nashville is seeking a proactive Front Office Supervisor to lead daily operations and ensure exceptional guest experiences at Dolly Parton’s newest hospitality venture. The ideal candidate should have a strong background in hotel operations and leadership, with a focus on creating memorable moments.

This role offers a chance to orchestrate the welcoming experience and drive results while adhering to the hotel’s Heartspitality culture.

Qualifications

• 1 year in a hotel leadership role in an upscale, lifestyle or luxury setting.
• Manage large teams and achieve strong guest satisfaction results.
• Think innovatively and understand hospitality trends.

Responsibilities

• Lead daily operations of the Front Office department.
• Ensure all guest interactions are executed with professionalism.
• Train and supervise front office staff to deliver exceptional service.
• Respond to guest concerns in a timely and empathetic manner.

Skills

Hotel operations experience

Problem solving

Team building

Strong communication skills

Organizational skills

Multitasking

Education

Experience in hotel leadership role

Proficient in Microsoft Office and POS Systems

Job description

Herschend isseekingahospitable and proactive Front OfficeSupervisor to leadour newest hospitality venture, Dolly Parton’sSongTeller Hotel, locatedin the heart of Downtown Nashville.The ideal candidateis hands-on,brings a heart for hospitality and an exceptional talent for orchestratingseamlessguest experiences across all aspects of hotel operations.Withequalpartsintegrity, creativity and operationalexpertise, this leader willensureSongTellerdeliversservicethat’sas genuine and memorable as Dollyherself.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTellerHotel in Nashville is as unique as the global icon herself. Dolly welcomes guests to a place where they can Love Every Moment; it is a place to unplug, to connect with loved ones and to be entertained.

TheFront OfficeSupervisoroffers anextraordinary opportunitytolead the pre-openingarrivalexperienceexcellenceand hospitality identityfor Dolly Parton’sSongTellerHotel featuring245rooms,twoF&BEntertainmentvenues, amarket,andDolly Parton’s Museum.Leadingallaspects ofthehotelswelcomemoment, ensuring every touchpointfrom arrival to farewell, reflects theseamless, authentic, andmemorableexperienceguests expect ofSongTellerHotel.Fromestablishingpre-openingarrival experienceandperformance standards to inspiring a culture rooted in kindness and accountability, theFront OfficeSupervisorwill set the tone for a property thatoperateswith precision and heart.Toachieve success in this role,one must drive results while adhering to ourHeartspitality®culture.This role will be highly rewarding for avisionary, hands-onand guest-focused leaderwith ademonstrated history of building strong teamsandoperatingwith excellencewhiledrivingtimeless and unforgettable guest experiences.

SongTellerHotel Nashville is more than just a place to rest yourhead,it's a hub of music, style, and hospitality designed the Dolly-way. Sprinkled with glamour, artistic surprises and a sense of humor -it's an experience as unforgettable as the entertainer herself. SongTeller Hotel celebrates the people, talent and setting of the destination, weaving the local music and culinary scenes together. So come experience the unique charm, and hospitality that could only be created by the iconichostessherself!

SUMMARY OF ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Assistin leadingthe daily operations of the Front Office department, includingall first impressiondepartments for the best guestjourney possible.
• Ensure that all guest interactions, including check-in, check-out, and service requests, are executed with professionalism andin accordance withbrand standards.
• Train, coach, and supervise front office staff to deliver exceptional service and ensure operational consistency.
• Coordinate closely with Housekeeping and Engineering to ensure room readiness and maintenance issues are addressed promptly.
• Respond to guest concerns or complaints ina timelyand empathetic manner, ensuring service recovery steps are followed.
• Review daily arrival, departure, and VIP reports to ensure proper planning and execution of personalized service
• Partnerwithall departmentsmaintainthe hotel’s service standards, guest experience, and operational culture aligned with theSongTellerbrand.
• Drivea guest-centric environment, ensuring every interaction, event, and service touchpoint delivers memorable, personalized experiencesthat align with theSongTellerbrand.
• Empowertheteam to go above and beyond, respond to guest feedback with grace, and always find a way to add that extra sparkle.
• Promote upselling initiatives and loyalty program enrollments among front office staff.
• Maintainaguestfacingpositionat all timesduring shiftto support staff and engage with guests directly.
• Assistinmaintaininventory and functionality of guest amenities such as welcome kits, keys,key covers,maps,Etc..
• Assistinscheduling, shift planning, and dailyarrivaloperations with precision, ensuring operational consistency and excellence from the smallest detail to the overall guest experienceand flexteamschedulesdailyappropriately accordingtoguests servicedemands.
• Represent Dolly Parton’sSongTellerHotel professionally in industry and community events, embodying the brand’s warmth, creativity, and hospitality ethos.
• Utilize operational systemssuch asOpera, Opera Cloud*, Hotel Effectiveness,Microsoft Office,HotSoSand other hotel systems tooptimizeperformance, andmaintainoperational transparency.

This job description is not an “all-inclusive’ list of the duties and responsibilities of this position or of the skills and abilitiesrequiredto perform this position.

QUALIFICATIONS

• Hotel operationsexperiencewith1year in hotel leadershiprolein upscale, lifestyle or luxury hotelsetting.
• Workbackgroundreflectsa successfultrack recordof accomplishment and growth in hospitalityoperationswith proven experience leadingmulti-departmental hotel operations
• Experiencemanaging large teams and delivering strong guest satisfaction results.
• The ability tothink outside the boxusing a fresh and innovative approach in all aspects of the positionand fluency in hospitality trendsandcompetitor analysis.
• Strong organizational and multitasking skills with keen attention to detail
• Capable of lifting, pushing, or pulling 25–50lbs
• Proven problem solving, team building,communicationand organizational skills.
• Proficientknowledge ofMicrosoftOffice,andPOS Systems.
• A love for storytellingthrough the guest experience
• Strong communicationand interpersonal skills
• Ability to work collaboratively with other departments to ensure seamless guest experiences.
• Capable of handling stressful situations calmly and efficiently whilemaintainingservice standards.
• Flexibility to work evenings, weekends, and holidays as needed

ABOUT DOLLY PARTON'S SONGTELLER HOTEL & HERSCHEND

Dolly Parton’sSongTellerHotel is the newest hospitality venture of Herschend. Our story began 75 years ago when the Herschend family discovered wonder deep in an Ozark Mountain cave—and chose to share it with the world. Today, Herschend is the largest family-held themed attractions company, with 49 leading attractions and immersive experiences that reach audiences worldwide.

While each brand offers something unique, all are united by a shared purpose: Bringing Families Closer Together by Creating Memories Worth Repeating® . Our passionate hosts make this purpose possible through everyday acts of love and service—what we callHeartspitality®—the intersection of heart and hospitality.

As an equal-opportunity employer, we strive to provide environments where every host, guest, and partner feel welcome, valued, and loved. Wefirmly believethat words and actions matter, which is why all individuals areto be treatedequally and with respect.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.