Assistant Manager

About The Joseph

The Joseph is an expression of modern luxury rooted in art, culture, and the warmth of true hospitality. Situated in the heart of Nashville, this repeat Forbes Travel Guide Star Award recipient offers a refined escape where thoughtful design, world-class culinary experiences, and meaningful service come together effortlessly.

The Joseph invites guests into a world that feels both elevated and deeply personal. From curated art collections and immersive dining to serene guestrooms and intimate gathering spaces, every detail is designed to create an experience of Nashville at its most refined.

We are seeking a passionate, polished, and service-driven Assistant Front Office Manager to help lead our Front Office team and deliver the exceptional guest experiences that define our luxury hotel.

This position plays an essential role in overseeing the daily guest journey, ensuring personalized service, supporting Front Office operations, and developing a team that consistently delivers Forbes Travel Guide and Marriott Luxury Collection service standards.

Working closely with the Front Office Manager and Director of Front Office, the Assistant Front Office Manager will take an active leadership role in guest relations, VIP experiences, service recovery, team coaching, and operational execution. This individual will ensure that guest preferences are anticipated, concerns are resolved with care, and every interaction reflects the sophistication and warmth of The Joseph.

The ideal candidate is a hands-on hospitality professional who leads by example, thrives in a fast-paced luxury environment, and believes that memorable guest experiences are created through genuine care, attention to detail, and thoughtful service.

If you thrive in a fast-paced, lifestyle-driven hospitality setting and are passionate about cultivating exceptional guest experiences, this is your opportunity to make a meaningful impact.

Front Office Operations & Communication

• Support the Front Office Manager in maintaining seamless daily operations and consistent luxury service standards.
• Assist with front desk operations, guest check-ins and check-outs, room assignments, and guest inquiries during high-volume periods.
• Monitor guest communication through Marriott GXP, including messaging, guest requests, and service recovery cases.
• Ensure guest messaging is professional, personalized, accurate, and completed within established response expectations.
• Coordinate guest requests with Housekeeping and other operational departments, ensuring appropriate follow-through and confirmation.
• Support room readiness by confirming that assigned accommodations meet documented guest preferences and special requirements.
• Assist with operational planning for VIP arrivals, group business, and other high-demand periods.
• Communicate guest service priorities, special requests, and unresolved concerns to the Front Office team and other department leaders.
• Support Manager on Duty responsibilities when assigned, including responding to guest concerns and operational situations.
• Follow established hotel safety, security, and emergency procedures, coordinating with Security and hotel leadership when necessary.

Guest Relations, Service Recovery & Follow-Up

• Take ownership of guest concerns and service recovery follow-up, ensuring issues are addressed promptly, professionally, and with genuine empathy.
• Personally contact guests following service concerns to verify satisfaction, confirm resolution, and rebuild confidence in the guest experience.
• Maintain accurate documentation of guest concerns, recovery actions, approved compensation, and follow-up commitments within Marriott GXP.
• Monitor open guest cases, aging requests, and outstanding service recovery items to ensure timely resolution.
• Coordinate with operational departments to ensure promised guest accommodations, amenities, service recovery credits, or Marriott Bonvoy points are completed as approved.
• Investigate guest billing concerns and assist with explaining approved corrections, credits, and adjustments.
• Escalate significant guest concerns and compensation requests beyond established authority limits to the appropriate Front Office leader or Manager on Duty.
• Ensure unresolved guest matters are communicated during shift transitions, with clearly assigned ownership and established follow-up expectations.
• Identify recurring guest concerns and recommend proactive service improvements to prevent future issues.

Requested Capabilities

• Proven leadership experience in hotel front desk or hospitality operations
• Experience in a lifestyle, boutique, or luxury environment, preferred
• Strong working knowledge of hotel management systems and guest service platforms
• Solid understanding of night audit procedures and multi-line phone systems
• Exceptional customer service skills with a polished, approachable presence
• Outstanding communication skills and professional phone etiquette
• Multilingual or bilingual abilities are highly desirable

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO/PTO exchange, medical/dental/vision benefits, maternity/paternity leave, pet insurance, company-matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits. The health, happiness and well-being of our team is our top priority.

We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.