Guest Experience Supervisor - Front Desk

Grand Hyatt Nashville; Nashville (TN); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical, dental, and vision (HSA)

Company-paid disability & life保险

Employee Assistance Program

401(k) with match

Employee hotel discounts

Paid vacation & sick time

Free parking

Job summary

Grand Hyatt Nashville is seeking a Front Office Supervisor to oversee daily front desk operations and uphold the hotel’s high standards of guest service.

You will lead a team to manage check-ins/check-outs, reservations, and guest inquiries with professionalism; collaborate across departments to ensure seamless experiences; and participate in training, process improvements, and special amenities coordination.

Qualifications

• Minimum 2 years of front desk operations experience in hospitality.
• Previous supervisory or leadership experience preferred.
• Familiarity with hotel PMS and reservation platforms.
• Excellent customer service and guest relations skills.

Responsibilities

• Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel’s brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organizing, delivering special amenities to guests.
• Organise in-room decor for guests to celebrate special occasions.
• Monitor daily front office operations, including shift schedules, cash handling, and billing accuracy.
• Assist in answering phones in PBX
• Assist in rooms control desk.
• Assist in room reservations.
• Assist bell services and baggage storage.
• Support management in implementing new processes and technology enhancements to improve front desk efficiency.
• Other duties as assigned.

Skills

Front desk leadership

Customer service

Communication

Organizational skills

Multitasking

Calm under pressure

PMS proficiency

Education

High school diploma

Associate or Bachelor’s degree preferred

Tools

PMS software

Reservation platforms

Job description

Grand Hyatt Nashville is seeking a Front Office Supervisor to oversee daily front desk operations and uphold the hotel’s high standards of guest service.

You will lead a team to manage check-ins/check-outs, reservations, and guest inquiries with professionalism; collaborate across departments to ensure seamless experiences; and participate in training, process improvements, and special amenities coordination.