Front Office Manager

Herschend is seeking a seasoned and guest-centric Front Office Manager to lead our newest hospitality venture, Dolly Parton's SongTellerHotel, located in the heart of Downtown Nashville. The ideal candidate is hands-on, brings a heart for hospitality, and has an exceptional talent for orchestrating seamless guest experiences across all aspects of hotel operations. With equal parts integrity, creativity and operational expertise, this leader will ensure SongTeller delivers service that's as genuine and memorable as Dolly herself.

Inspired by Dolly Parton's epic career and trailblazing spirit, SongTeller Hotel 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.

The Front Office Manager offers an extraordinary opportunity to lead the pre-opening arrival experience and hospitality identity for Dolly Parton's SongTeller Hotel featuring 245 rooms, two F&B Entertainment venues, a market, and Dolly Parton's Museum. Leading all aspects of the hotel's welcome moment, ensuring every touchpoint from arrival to farewell, reflects the seamless, authentic, and memorable experience guests expect of SongTeller Hotel. From establishing pre-opening arrival experience and performance standards to inspiring a culture rooted in kindness and accountability, the Front Office Manager will set the tone for a property that operates with precision and heart. To achieve success in this role, one must drive results while adhering to our Heartspitality® culture. This role will be highly rewarding for a visionary, hands-on and guest-focused leader with a demonstrated history of building strong teams and operating with excellence while driving timeless and unforgettable guest experiences.

SongTeller Hotel Nashville is more than just a place to rest your head, 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. SongTellerHotel 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 iconic hostess herself!

SUMMARY OF ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Lead the daily operations of the Front Office department, including all first impression departments for the best guest journey possible.
• Ensure that all guest interactions, including check-in, check-out, and service requests, are executed with professionalism and in accordance with brand standards.
• Train, coach, and supervise front office staff to deliver exceptional service and ensure operational consistency.
• Monitor room availability, rate strategies, and occupancy to support Revenue Management objectives.
• Coordinate closely with Housekeeping and Engineering to ensure room readiness and maintenance issues are addressed promptly.
• Respond to guest concerns or complaints in a timely and empathetic manner, ensuring service recovery steps are followed.
• Review daily arrival, departure, and VIP reports to ensure proper planning and execution of personalized service
• Partner with property leaders to define and maintain the hotel's service standards, guest experience, and operational culture aligned with the SongTeller brand.
• Recruit, mentor, and inspire high-performing teams, fostering a collaborative, inclusive, and guest-focused culture.
• Lead and mentor our team, meeting individually to ensure excellence in service, quality, guest and host satisfaction.
• Drive a guest-centric environment, ensuring every interaction, event, and service touchpoint delivers memorable, personalized experiences that align with the SongTeller brand.
• Empower the team to go above and beyond, respond to guest feedback with grace, and always find a way to add that extra sparkle.
• Collaborate with all hotel departments for the best guest experience to represent the property's brand.
• Promote upselling initiatives and loyalty program enrollments among front office staff.
• Maintain high visibility in the lobby during peak periods to support staff and engage with guests directly.
• Lead departmental meetings and contribute to hotel leadership discussions focused on service quality and operational improvements.
• Prepare weekly labor and operating controllables information for review with DOF and DOO to help ensure budget/forecast accuracy at the end of each period.
• Collaborate with the Frond Desk Supervisors and DOO to confirm daily MOD coverage on all shifts.
• Oversee scheduling, shift planning, and daily arrival operations with precision, ensuring operational consistency and excellence from the smallest detail to the overall guest experience and flex team schedules daily appropriately according to guest service demands.
• Represent Dolly Parton's SongTeller Hotel professionally in industry and community events, embodying the brand's warmth, creativity, and hospitality ethos.
• Utilize operational systems such as Opera, Opera Cloud*, Hotel Effectiveness, Microsoft Office, HotSoS and other hotel systems to optimize performance, and maintain operational transparency.

• 5+ years of hotel operations experience with 3 years in hotel leadership role in upscale, lifestyle or luxury hotel setting.

• Hotel Opening Experience preferred.

• Work background reflects a successful track record of accomplishment and growth in hospitality operations with proven experience leading multi-departmental hotel operations

• Experience managing large teams and delivering strong guest satisfaction results.

• The ability to think outside the box using a fresh and innovative approach in all aspects of the position and fluency in hospitality trends and competitor analysis.

• Strong organizational and multitasking skills with keen attention to detail

• Proven leadership skills, problem solving, team building, communication and organizational skills.

• Proficient knowledge of Microsoft Office, POS Systems to include inventory management and ordering software, Hotel Effectiveness, Labor Management Tools.

• A love for storytelling through the guest experience

• Strong communication and interpersonal skills

• Ability to work collaboratively with other departments to ensure seamless guest experiences.

• Capable of handling stressful situations calmly and efficiently while maintaining service standards.

• Flexibility to work evenings, weekends, and holidays as needed