Front Desk Supervisor- Drift Nashville

TMC Hospitality was founded in 2016 by Philip Bates as an offshoot of TMC Group to bring its innovation and purposeful disruption to the hospitality industry. As a forward-thinking hotel development and management company focused on elevating hospitality from a service to an experience through strategic development, investment, and brand creation, the group has two hotel brands, Bode and Drift, in addition to Buttonwood Farm & Winery that cater to the concept of social group travel and experiences.

Bode, with a location in Nashville, redefines traditional travel by creating flexible spaces that expertly blend the style of vacation rental homes with the comforts and conveniences of a boutique hotel. Drift, with locations in San Jose del Cabo, Santa Barbara, Palm Springs, and Nashville on the horizon, is a modern hotel concept for independent and group travelers who value adventure and culture with minimalist yet intentional details and amenities.

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.

• 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

• 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

• 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
• Communica…