Lobby Services Supervisor

1. Our Brand Mission & Culture –

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original million‑dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof. 

Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:

• Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
• Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
• Integrity – we act with consistent character, in every interaction, whether seen or unseen.
• Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
• Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
• Community – we are invested in Nashville’s well-being and continue our role in civic enrichment.

Our century‑plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten. 

Why you'll thrive here:
When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future—offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.

2. Position Overview

As the Afternoon Tea & Lobby Services Supervisor at The Hermitage Hotel, you will lead the execution of our signature Afternoon Tea experience and oversee Lobby Bar service, upholding the precision, elegance, and highly personalized hospitality associated with Forbes Five-Star service standards.

This hands-on leadership role combines exceptional guest engagement with operational accountability, including service execution, reservations, staffing, training, seasonal programming, and financial performance.

The ideal candidate brings refined fine-dining expertise, strong organizational discipline, and the ability to lead teams in delivering consistently exceptional experiences within one of Nashville's most distinguished luxury hotels.

3. Key Responsibilities

Luxury Service & Guest Experience

• Lead gracious, highly personalized Afternoon Tea and Lobby Bar experiences, ensuring exceptional standards of hospitality, professional presence, and service recovery.
• Oversee the complete Afternoon Tea service sequence, including guest recognition, table presentation, tea selection, preparation, course delivery, pacing, and farewell.
• Demonstrate expertise in formal tea etiquette, tea varieties, preparation methods, seasonal menus, Champagne pairings, and dietary accommodations.

Daily Operations & Service Execution

• Direct daily opening and closing procedures, service briefings, staffing assignments, mise en place, tableware presentation, and service readiness.
• Manage seating arrangements, dynamic floorplans, guest counts, service timelines, and event-specific setup requirements.
• Maintain accurate daily operational documentation, including reservation reports, preparation sheets, service checklists, and tip reporting.

Reservations & Revenue Management

• Oversee Resy reservations and event configurations, booking availability, seating capacity, group requests, and guest preferences.
• Coordinate reservation releases, seasonal availability, guest-facing offerings, and special booking arrangements with appropriate departments.
• Monitor covers, average guest spend, revenue opportunities, labor efficiency, and service performance against operational forecasts.

Seasonal Programming & Special Events

• Support the planning and execution of signature Afternoon Tea experiences, including Holiday and Nutcracker Tea, private gatherings, and specialty programming.
• Coordinate event calendars, menus, seating plans, service timelines, staffing, equipment, and contingency preparations.
• Collaborate with Culinary, Pastry, Catering, Sales, Marketing, and Reservations to ensure operational readiness and consistent execution.

Team Leadership & Development

• Supervise, schedule, coach, and develop service professionals, ensuring appropriate staffing levels, training completion, and consistent service standards.
• Conduct pre-service briefings, practical training, service demonstrations, and competency verification.
• Foster accountability, teamwork, effective communication, and a professional, supportive service culture.

Culinary, Beverage & Inventory Coordination

• Partner with Culinary and Pastry leadership on menu knowledge, presentation, dietary requirements, preparation timing, and quality assurance.
• Maintain appropriate inventories of teas, service equipment, linens, tableware, seasonal décor, and operating supplies.
• Coordinate purchasing needs, product availability, and equipment readiness while supporting established cost controls.

Lobby Bar Leadership

• Oversee Lobby Bar service standards, floor presentation, staffing support, and guest engagement.
• Monitor service efficiency, beverage knowledge, product presentation, and coordination with surrounding hotel operations.
• Identify opportunities to enhance the lobby's atmosphere, service consistency, and guest experience.

Operational Standards & Accountability

• Maintain current service procedures, training resources, and departmental documentation within established shared systems.
• Ensure accurate POS transactions, payment handling, gratuity reporting, sanitation, and responsible beverage service.
• Communicate operational challenges, service observations, and improvement opportunities to Food & Beverage leadership, taking ownership of timely resolutions.

4. Competencies & Requirements

Required Qualifications

• Minimum 2 years of experience in luxury hospitality, fine dining, or comparable elevated food and beverage service.
• Demonstrated supervisory experience or lead-service responsibilities, including team coaching and daily operational coordination.
• Strong knowledge of formal table service, fine dining etiquette, beverage presentation, and guest experience standards.
• Proven ability to manage reservations, service pacing, staffing, guest requests, and multiple operational priorities.
• Strong written and verbal communication skills, organizational discipline, and attention to detail.
• Familiarity with reservation platforms, POS systems, and operational reporting.
• Availability for weekends, holidays, and varying shifts, including full availability Friday through Sunday for Afternoon Tea service.
• Ability to perform the physical duties of the position, including prolonged standing and movement throughout service, with or without reasonable accommodation.

Preferred Qualifications

• Experience within Forbes Five-Star, AAA Five Diamond, or internationally recognized luxury hospitality environments.
• Previous experience supervising formal Afternoon Tea, luxury lounges, or upscale beverage service.
• Advanced knowledge of tea traditions, service etiquette, fine tableware, Champagne, and specialty beverages.
• Experience with Resy, MICROS, seasonal event coordination, and hospitality training programs.
• Additional language proficiency and recognized hospitality or beverage certifications.

Leadership & Behavioral Competencies

• Service Excellence: Consistently deliver polished, intuitive, and personalized guest experiences.
• Operational Ownership: Demonstrate initiative, sound judgment, follow-through, and accountability.
• Composure & Professionalism: Maintain confidence, discretion, and graciousness under pressure.
• Team Development: Lead through coaching, collaboration, clear expectations, and constructive feedback.
• Precision & Adaptability: Balance exacting presentation standards with the flexibility of a dynamic luxury operation.

5. Why This Role Shines at The Hermitage Hotel

At The Hermitage Hotel, Afternoon Tea is more than a dining experience. It is an expression of our history, craftsmanship, and commitment to highly personalized hospitality.

As the Afternoon Tea & Lobby Services Supervisor, you will help shape this signature tradition while leading a team dedicated to exceptional service, thoughtful execution, and memorable guest experiences.

This opportunity offers meaningful leadership responsibility within a distinguished luxury hospitality environment, where operational excellence, professional development, and genuine hospitality are equally valued.

6. Benefits

At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well-being and professional growth for Full Time Employees:

• Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security: Company-provided life insurance and a 401(k) plan with a 3% annual match.
• Work-Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
• Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks: Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development: Ongoing education support, including industry training.
• Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.

7. Schedule:

· Must be available for Weekends/ Holidays

· Morning/Day/Night Shifts

· Shift Length 8 ( ) Hours

· Full Time range up to 40( ) Hours per week

· Location: In Person

8. Compensation

· Compensation starting at $24.00 an hour

· Paid Biweekly

NOTICE
It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.

EQUAL OPPORTUNITY EMPLOYER
The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.

Pay: From $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $24