Overnight Guest Experience & Safety Manager- Drift Nashville

About Us

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, is a modern hotel concept for independent and group travelers who value adventure and culture with minimalist yet intentional details and amenities.

We're looking for a dynamic and caring individual who is passionate about hospitality to join our team!

About The Role

The Overnight Guest Experience & Safety Manager (OGESM) is responsible for the overall guest experience between 11pm to 7am. The OGESM will ensure all guests checking into the hotel after 11pm receive a warm welcome while also performing a variety of Front Desk, Security, Housekeeping, and Concierge duties to meet business needs and positively impact the overall guest experience as well as the safety & security of the facility. The OGESM is key to recognizing, mitigating, and communicating opportunities to enhance the guest experience and safety each evening.

What You'll Do

• Anticipate guests’ needs and respond quickly & professionally to all guest requests
• Provide information on resort amenities and facilities
• Communicate and proactively recognize guest’s special occasions and celebratory events through hospitality gestures that enhance the guest experience
• Monitor flow of traffic within the parking lot and public area; directing guests as appropriate and escorting non-guests off property
• Assist in Guest Pre-Check-in and Onsite Check-in process
• Respond promptly to emergency situations and alerts management when needed
• Monitor public area restrooms for both cleanliness and safety throughout the evening
• Inspect rooms as needed
• Must be tech-savvy, adhering to the process of communicating promptly with the Remote service team and management regarding guest requests/issues/complaints while maintaining professional dialogue with guests and finding resolutions to satisfaction.
• Maintain complete knowledge at all times of all hotel features/services, activities, and events.
• Inspect, plan, and ensure that all materials, workspaces, and equipment are in complete readiness for service.
• Be able to communicate effectively with guests and provide exceptional customer service
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Respond promptly to and acknowledge all guests, however busy and at whatever time of the day.
• Maintain positive guest relations at all times
• Troubleshoot and resolve light maintenance and Housekeeping requests (e.g., fixing minor issues with room facilities or delivering housekeeping supplies to a room).
• Perform regular rounds of the property to ensure guest safety and the security of the hotel’s assets.
• Monitor security cameras and report any suspicious activities.
• Respond to guest inquiries and emergencies in a calm and professional manner.
• Ensure all doors, windows, and other access points are secure during the night.
• Complete a detailed daily activity report at the end of each shift.
• Document and report all incidents or issues to hotel management.
• Communicate with the day team to ensure a seamless handover at the end of the shift.
• Follow all safety and security protocols, including emergency procedures, fire safety, and guest safety measures.
• Ensure that the lobby, front desk, and public spaces remain clean and organized throughout the night.
• Complete Property Management System protocols for reconciling the day’s revenues & room reservations. (Roll the night)
• Perform duties to prepare the operations for the following day: Check & confirm upcoming reservations, assign rooms as needed, prepare amenities, and other duties as necessary.
  
  

Qualifications

• Proven experience in a hotel or hospitality environment is essential.
• Strong background in guest relations with a focus on enhancing the guest experience.
• Familiarity with front desk operations and night audit procedures is preferred.
• Excellent written and oral communication skills
• Ability to handle guest issues professionally and calmly.
• Highly developed interpersonal skills
• Maintain high ethical standards and professionalism.
• Multitask and prioritize as necessary to meet customer needs.
• Ability to work independently with high levels of productivity and excellent judgment on overnight shifts