Front Office Manager

Hotel Name: Millennium Hotel Maxwell House Nashville Location: Onsite – Nashville, TN Join the Team at The Maxwell Nashville At The Maxwell Nashville , hospitality is vibrant, energetic, and rooted in local character. About The Maxwell Nashville Located near downtown Nashville, the hotel offers a design-forward stay with convenient access to the city’s music, entertainment, and cultural attractions. As part of Millennium Hotels & Resorts , a global hospitality leader with over 145 properties across key destinations worldwide, our hotels are backed by a legacy of quality, consistency, and service excellence. At Millennium, we are guided by our core values: • Passion for Hospitality • Entrepreneurial Spirit • Innovation • Progressive & Solutions-Oriented These values shape how we work, how we lead, and how we create exceptional experiences for our guests and our employees. About the Role: Front Office Manager As our Front Office Manager, you will play an integral role in delivering an exceptional guest experience while contributing to a collaborative and high-performing team environment. This role is ideal for someone who brings a passion for hospitality, takes ownership, and is committed to continuous improvement and results." Your Impact You are the face of the hotel—creating first impressions and memorable guest moments. Your energy, attention to detail, and service mindset will directly shape the guest experience and bring our brand to life. What You’ll Be Doing - Change Accordingly Operations & Execution • Ensure smooth, efficient operations aligned with brand standards • Identify opportunities for innovation and continuous improvement • Deliver consistent, high-quality results in a fast-paced environment Guest Experience • Deliver exceptional service rooted in passion for hospitality • Anticipate needs and respond with a solutions-first mindset • Create memorable, personalized experiences for every guest Team Collaboration • Work collaboratively across teams to achieve shared goals • Communicate effectively and contribute to a positive work environment • Support a culture of respect, energy, and accountability Compliance & Standards • Follow all company policies, safety standards, and procedures • Maintain accuracy in processes, reporting, and documentation • Uphold a culture of accountability and operational excellence • Passion for hospitality and delivering exceptional service • Strong communication and interpersonal skills • Ability to work in a fast-paced, dynamic environment • Solutions-oriented mindset with attention to detail • Flexibility to work varied schedules, including evenings, weekends, and holidays Technical / Role-Specific Requirements • Responds to and resolve guest complaints and concerns. • Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures. • Confers and cooperates with other department heads to ensure coordination of activities. • Trains new and existing employees of the Front Office. • Answers inquiries about hotel policies and services. • Monitors and ensures work duties of staff are followed according to hotel standards by verifying AM/PM checklists are executed, signed, and filed. • Maintains complete knowledge of hotel services, hours of operation, and schedule of events. • Monitors performance and ensures adherence to service standards of bell staff. • Creates weekly work schedules to coincide with projected occupancies. • Conducts a comprehensive monthly front office meeting outlining standards updates, upcoming marketing promotions, group/citywide activity, F&B outlet news, and all related hotel topics. • Train personnel and monitor compliance to solicitation practices related to directly acquiring guest forms or electronic address information supporting e-mail guest service feedback. • Manage rooms P&L in partnership with the Director of Housekeeping, to ensure the rooms division stays within established guidelines for expenses and payroll costs. • Responsible for staff selection and scheduling of all Front Office personnel. • Manage payroll and control costs using Labor Standards. • Ensure staff adhere to all credit/cash policies and procedures to reduce bad debts and rebates.  Perform quality audits and take corrective action when appropriate. • Maintain positive relations with employees and promote good inter/intra-department relations. • Ensure that problems are addressed as soon as possible, and seek input from the employee on the problem.  Develop plans with the employee to solve problems and follow up with feedback and encouragement to ensure the resolution of problems. • Responsible for ensuring the Front Office personnel participate in all property safety awareness programs. • Responsible for completing, and presenting to employees, performance reviews, and salary increases promptly. • Maintain an open line of communication between guests, staff members, and management Education • Bachelor’s degree or equivalent experience preferred