Guest Experience Lead: Hospitality & Front Desk

Opensity Solutions; Nashville (TN); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Job summary

Opensity Solutions in Nashville seeks a Lead Hospitality Associate to oversee daily hospitality operations and deliver exceptional guest experiences across all service touchpoints. This non-exempt role reports to the Client Relations Manager and drives front desk, concierge, and guest service initiatives.

The candidate will coordinate with cross-functional teams, supervise staff, and ensure operational excellence in guest services, including check-in/check-out and reservations management.

Qualifications

• Education: High school diploma or equivalent required; college degree preferred or equivalent experience.
• Experience: 2–3 years in hospitality, guest services, or customer-facing operations, with supervisory/lead capacity preferred.
• Technical Skills: Microsoft Office Suite (Word, Excel, Outlook), reservation systems, guest service platforms, basic reporting tools

Responsibilities

• Deliver a welcoming and personalized guest experience to ensure high levels of customer satisfaction.
• Anticipate guest needs and provide tailored recommendations and service enhancements.
• Resolve guest inquiries, complaints, and service issues in a timely and professional manner.
• Supervise and support hospitality staff including front desk, concierge, and guest service teams.
• Conduct team meetings, training sessions, and performance coaching activities.
• Oversee daily front desk operations including check-in, check-out, and reservation management.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless operations.
• Monitor guest feedback and implement service improvements based on insights and trends.
• Support guest retention strategies including loyalty programs and personalized engagement.
• Analyze KPIs to drive service excellence and operational improvements

Skills

Customer service

Hospitality management

Team leadership

Communication

Problem solving

Attention to detail

Multitasking

Interpersonal skills

Reservation systems

Office software

Education

High school diploma or equivalent

College degree preferred

Tools

Microsoft Office

Reservation systems

Guest service platforms

Reporting tools

Job description

Opensity Solutions in Nashville seeks a Lead Hospitality Associate to oversee daily hospitality operations and deliver exceptional guest experiences across all service touchpoints. This non-exempt role reports to the Client Relations Manager and drives front desk, concierge, and guest service initiatives.

The candidate will coordinate with cross-functional teams, supervise staff, and ensure operational excellence in guest services, including check-in/check-out and reservations management.