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Director of Front OfficeDoubleTree by Hilton Nashville DowntownNashville, TN
A property of: Spire Hospitality, LLC
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Job Description

Job Overview:
Provides guidance and leadership to the Front Office Team, ensuring consistent compliance to Hotel policies, and quality customer service while maximizing departmental profits.

Responsibilities and Duties:
* Implements and manages the Front Office daily quality process including goal communication, staff member improvement, and compliance with standards of product and performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.

* Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs Assistant Front Office Managers in details of work. Observes performance and encourages improvement. Monitors Hotel traffic and makes staffing adjustments accordingly. Supervises and reviews cost and inventory.

* Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, guest room opportunities, etc. Remains calm and alert especially during emergency situations and heavy Hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

* Supervise the budgeting, forecasting, training, motivation and staffing of Front Office and Guest Service.

* Prepares Forecast expenses and actual results for the Front Office revenue and expenses. Reviews Security and MOD logs daily for significant incidents, reports to the Assistant General Manager and coordinates with all departments to insure enforcement of policy and/or improvements in service needed.

* Works closely with the Assistant General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the Front Desk to ensure profitability and consistency. Solves through initiative and reasoned judgments problems of detail that come up in the course of the work.

* Maintains open channels of positive communications for all levels (line employees through General Manager) and monitors employee relations.

* Maintains MOD program

* Maintains Positive, cooperative relations with F/B dept, working with F/B Manager to continually refine and improve offerings.

* Establishes and maintains positive civic, community, governmental and local business contacts.

* Aids in establishing a positive relationship between Hotels and the property owners.

* Ensure all required licenses, permits, contracts, insurance inspections, are in proper order, with the assistance of legal counsel and Controller.

* Ensure the prompt and proper submission of all corporate, divisional and governmental reports required.

* Survey and perform property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest rooms, public areas and restaurant.

Job Requirements

Specific Job Knowledge and Skills:
Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadline, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large-scale work projects.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.

Ability to listen effectively and to speak English clearly.
Ability to be mobile for significant distances between and within buildings on the property.

Hearing and visual ability to observe performance and detect signs of emergency situations and respond with proper action.

Ability to read and communicate verbally and in writing and prepare complex occupancy reports
Other Expectations:
* Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
* Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
* All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
* Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.
* Complies with health and safety rules, regulations and procedures to maintain a safe environment.

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge of skills and abilities.

Minimum of four years hotel management experience of Manager or above.

Licenses or certificates:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Additional language ability preferred.

NOTE: While the list of essential duties is intended to be as inclusive as possible, there may be other duties that are essential to the position.

Job Details

Senior level

About this location

room Count:
location Type:


Customer Service


Dental Benefits
Disability Insurance
Family Medical Leave
Flexible Spending Account (FSA)
Health Insurance Benefits
Hotel Discounts
Job Training
Legal Consultations
Life Insurance
Paid Holidays
Paid Time Off
Parental Leave
Vision Benefits
Wellness Programs
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DoubleTree by Hilton Nashville Downtown
Elevate your hotel career at the DoubleTree by Hilton in Downtown
Nashville. This extraordinary hotel offers on-site dining, spacious
guestrooms, and beautiful event space. If you are a hospitalishow more
show more
Address315 4th Avenue N., Nashville, TN, 37219 View map
Property typeHotel 
room Count251-500 
location TypeUrban 

People (5)

Barbara DoucetVP of Human ResourcesBarbara Doucet joined Spire Hospitality as our VP of Human Resources. Barbara spent the last 11 ½ years at Omni, starting at the hotel level before being promoted to regional and corporate positions, culminating to her current role as VP of HR supporting well over 50 upscale full-service hotels and corporate. Barbara and her team will continue to have an intense focus on team member support, culture, recruiting, retention and employee development and will work closely with the hotel teams to support our future growth.
Bill DeforrestVice ChairmanBill DeForrest’s hotel experience began with entry-level associate positions then moved to general manager, regional director of operations, vice president of hospitality management and vice president of sales and marketing. He joined Lane Hospitality, now Spire Hospitality, as senior vice president of development in 1996 and was promoted to President & CEO in 2000. After more than 20 years leading what is today Spire Hospitality, DeForrest serves as the Vice Chairman of the company. Under Bill’s leadership, Spire Hospitality established itself as one of the leading and most respected hotel management companies, and Bill continues to be involved in its growth in the Vice Chairman role. DeForrest earned an MBA from the University of Denver and has served on numerous boards, state hotel associations, industry leadership groups and charitable foundations, including The Summit Foundation, Utah Hotel & Lodging Association and local resort association boards. He currently serves on IHG Owners Association board of directors and was previously chairman of the association. DeForrest led more than 6,000 members of IHG Owners Association as global chairman in 2011.
Bill KeatingExecutive Vice President & Chief Financial Officer30+ years of experience in strategic planning, finance, real estate development and operations. Responsible for the development of office, residential, retail and mixed-use projects. Prior to Spire Hospitality, Keating worked extensively in acquisition activities for Lane Industries and its subsidiaries, overseeing more than 25 acquisitions in the hospitality, radio broadcasting and security service industries.
Dawna ComeauxSenior Vice President25+ years in the hospitality industry, representing all major hotel brands, including 260 hotels across 45 states with more than 8,000 employees Prior to joining Spire Hospitality, Comeaux led the sales, revenue management and operation teams of one of the largest third-party hospitality management companies, Pillar Hotels and Resorts Previously, Comeaux held the Senior Vice President of Sales and Senior Vice President of Operations role for Archon Hospitality and was an Area Director of Operations for Prism Hotels
Chris RussellChief Executive OfficerIndustry veteran overseeing a diverse portfolio of assets from Marriott, Hilton, IHG and independent hotels. Previously led Archon Hospitality, the in-house hotel management company for a Goldman Sachs subsidiary. Archon sold in 2011 and the business was rebranded Pillar Hotels & Resorts where Russell remained President/CEO managing over $2 billion of assets consisting of 260 hotels in 45 states with 8,000 employees. Pillar Hotels & Resorts sold to Aimbridge Hospitality in 2016 and subsequently joined Spire in 2018.

Culture (6)

We love having fun!
Celebrating Success
People • Purpose • Passion
National Wear Red Day in honor of Women's Heart Health
We love to give back to our communities: A Bed for Every ChildThe hotel partnered with A Bed for Every Child to build and donate beds for children without. We were thrilled to be able to participate in this very worthy cause.
We celebrate people. We celebrate culture.Join the family at Spire and experience the difference. Happy #nationaluglysweaterday from our holiday heaven to yours.
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Spire Hospitality, LLC