Front Desk Supervisor- Drift Nashville

Primary Responsibility: 

The Front Desk Supervisor oversees daily front desk operations to ensure a seamless, thoughtful guest experience. In addition to performing all Front Desk Agent duties, this role provides leadership, training, and operational oversight of the team. The Front Desk Supervisor supports guest arrivals and departures, resolves escalations, manages room assignments, coordinates with other departments, and maintains accurate PMS and reporting records. This role partners closely with Housekeeping, Engineering, and leadership to ensure efficient communication, timely resolution of guest needs, and operational alignment across the property.

Key Responsibilities

Guest Experience

• 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 (dining, directions, experiences)
• 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

Front Desk Operations

• 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 (B2B) 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

Communication & Coordination

• Provide daily handovers and escalation logs to GM / leadership
• Ensure open requests and escalations are followed up before shift end
• Relay guest escalations and feedback to Central Service Team as appropriate
• Identify group arrivals and in-house groups; audit notes and billing per group agreement
• Collaborate with Housekeeping and Maintenance supervisors to support operational alignment
• Communicate effectively across departments to maintain consistency and service delivery

Team Support & Training

• Provide training, coaching, and guidance to new and existing Front Desk Agents
• Support GM in creating and approving front desk schedules
• Uphold a positive and collaborative team culture
• Promote ongoing staff development, product knowledge, and service standards

F&B & Retail 

• Support onsite F&B when needed during downtime
• Sell retail using POS and stock. Assist with retail inventory.
• Execute amenity deliveries, confirming room readiness prior to delivery

Reporting & Administrative

• Run shift reports, including Room Status and Credit Reports
• Support monthly inventory counts as needed
• Maintain accurate PMS records and internal communication tools
• Inventory management for pantry, guest items, and room-request items
• Create and maintain daily documentation for task completion and escalation notes

General Skills/Qualifications

• Prior hospitality + front desk experience required
• Previous supervisory or team-lead experience preferred
• Strong communication + customer-service skills
• 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
• Local area knowledge a plus