Guest Experience Lead - Front Desk Supervisor

Rippling, Inc.; Nashville (TN); On-site; USD 36,000 - 54,000; Full time

Job summary

TMC Hospitality, a forward-thinking hotel development and management company, seeks a Front Desk Supervisor to oversee daily front desk operations and lead the team in delivering a thoughtful guest experience. This role coordinates with Housekeeping and Engineering to ensure efficient service and accurate PMS reporting.

Responsibilities include guest check-in/out, managing room assignments, and supporting arrivals, departures, and guest requests while maintaining high service standards and

Qualifications

• Prior hospitality + front desk experience required
• Previous supervisory or team-lead experience preferred
• Ability to multitask in a fast-paced environment and remain calm under pressure
• Familiarity with PMS / POS systems preferred
• Excellent attention to detail and follow-through

Responsibilities

• Welcome guests and manage check-in / check-out processes
• Anticipate guest needs; respond quickly and professionally to questions and concerns
• Maintain positive guest relations at all times
• Provide local recommendations and assist with concierge-style requests
• Recognize special occasions and support the coordination of amenities or gestures
• Deliver amenities and pantry items once rooms are clean and ready
• Respond immediately to maintenance or housekeeping concerns; coordinate with Engineering, vendors, and Housekeeping as needed
• Handle guest concerns professionally; escalate as appropriate and ensure follow-up
• Monitor lobby and common areas for cleanliness and guest readiness
• Assign rooms 7 days in advance; perform upgrades to maximize occupancy
• Review arrivals; confirm notes, alerts, special requests, and action items daily
• Check Action Reports to ensure proper task management
• Process upgrades, extensions, early check-ins, late check-outs; apply fees when appropriate
• Review departing guests; finalize folios, settle outstanding balances, and apply credits
• Complete daily house balance and finalize checkouts accurately
• Monitor and update guest notes and special requests in PMS
• Spot-check guest notes and actions for accuracy and completion
• Coordinate with Housekeeping on back-to-back bookings and room moves
• Process walk-in bookings; complete CC authorization
• Manage Lost & Found inquiries
• Maintain compliance with payment, discount, credit, and cash-handling procedures
• Assist with documentation for chargebacks or disputed payments
• Drift SB Penthouse only: send Akia housekeeping request and create follow-up tasks

Job description

TMC Hospitality, a forward-thinking hotel development and management company, seeks a Front Desk Supervisor to oversee daily front desk operations and lead the team in delivering a thoughtful guest experience. This role coordinates with Housekeeping and Engineering to ensure efficient service and accurate PMS reporting.

Responsibilities include guest check-in/out, managing room assignments, and supporting arrivals, departures, and guest requests while maintaining high service standards and