F&B Floor Manager

1. Our Brand Mission & Culture –

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original milliondollar 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 centuryplus 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 F&B Floor Manager at The Hermitage Hotel, you will lead with precision, interpersonal awareness, and an unwavering commitment to luxury service. You are the orchestrator of front-of-house dining operations, setting the tone for impeccable guest experiences, team excellence, and brand-aligned execution within Nashville’s premier culinary destination.

3. Key Responsibilities

Leadership & Floor Presence

• Maintain a polished, composed presence on the floor during all meal periods, setting the tone for anticipatory, five-star service.
• Lead by example during opening and closing routines—ensuring floor readiness, team appearance, and atmosphere refinement.
• Serve as the primary point of contact during service—observing flow, managing guest interactions, and stepping in discreetly to guide or recalibrate as needed.

Guest Experience & Service Elevation

• Proactively identify guest preferences (dietary restrictions, special occasions, prior visit notes) and personalize service accordingly.
• Ensure seamless pacing, unobtrusive transitions, and consistent brand-aligned service rituals (name recognition, amenity placement, menu storytelling).
• Handle guest feedback and concerns with empathy, urgency, and discretion—preserving the atmosphere and exceeding expectations.

Team Leadership & Training

• Supervise, coach, and mentor all front-of-house roles including servers, hosts, captains, and sommeliers.
• Conduct daily briefings and service walk-throughs to reinforce standards, guest insights, and floor choreography.
• Foster a culture of continuous refinement—providing on-the-floor feedback, mentorship moments, and post-service reviews.
• Uphold staff readiness in grooming, product knowledge, and guest engagement standards.

Shift Coordination & Staffing

• Build dynamic, cost-conscious schedules that ensure optimal floor coverage while aligning with labor benchmarks.
• Adjust service assignments in real time based on guest flow, VIP arrivals, and operational changes.
• Lead alignment meetings with kitchen, beverage, and concierge teams to ensure cohesive service execution.

Operational Performance & Cost Controls

• Monitor and report on shift-level revenue, labor costs, and service performance metrics.
• Collaborate with the Executive Chef and Purchasing team on forecasting, product optimization, and waste control.
• Assist in budget adherence through efficient floor management, upsell strategies, and waste minimization.

Quality Assurance & Service Standards

• Conduct pre- and post-service inspections for table settings, team uniforms, venue ambiance, and POS accuracy.
• Uphold standards for presentation, hygiene, and brand-level detail—ensuring readiness at every touchpoint.
• Audit service rituals regularly and implement refinements to maintain elevated guest impact.

Crisis Management & Resolution

• Respond swiftly and calmly to real-time service disruptions, escalations, or last-minute operational changes.
• Navigate high-pressure or VIP scenarios without visible stress—always prioritizing guest comfort and discretion.

Cross-Functional Collaboration

• Partner seamlessly with culinary, events, concierge, and guest relations to choreograph special moments—from custom wine pairings to celebratory desserts.
• Integrate service timing with back-of-house logistics and guest journey mapping to ensure holistic luxury experiences.
• Contribute to new initiatives, service concepts, and brand storytelling through collaborative innovation.

4. Qualifications & Requirements

Required Experience & Certifications

• 5+ years progressive leadership in fine dining or luxury hospitality (minimum 3 years in a management role at a 5-star or Michelin-level property preferred).
• Degree or certification in Hospitality, Culinary Arts, or Food & Beverage Management.
• Advanced knowledge of wine and beverage service, formal tableside techniques, and pacing flows.
• Demonstrated success in managing P&L metrics, labor forecasts, guest service KPIs, and floor operations.
• Certified in Alcohol Service (TIPS/ServSafe) and basic First Aid; able to pass background and compliance checks.
• Must be 18+ with full availability for evenings, weekends, holidays, and high-demand periods.

Soft Skills & Leadership Competencies

• Composed Leadership: Calm, confident presence in dynamic and high-pressure settings.
• Service Intuition: Ability to read subtle guest cues and adjust service for maximum delight.
• Mentorship & Inspiration: Invested in team development through coaching, calibration, and modeling excellence.
• Luxury Detail Orientation: Relentless attention to timing, presentation, and five-star service nuances.
• Strategic Thinking: Uses shift data and guest feedback to inform staffing, pacing, and improvement plans.
• Cross-Cultural Poise: Adapts tone and communication style to diverse cultural and multilingual audiences.
• Innovation Culture: Encourages thoughtful service enhancements and storytelling-driven guest touchpoints.

Preferred Qualifications

• Multilingual (Spanish, French, Mandarin, Arabic) for international guest engagement.
• Experience in historic or culturally significant luxury hotel settings.
• Certifications in Sommelier service, Butler-style service, or Advanced Luxury Dining techniques.
• Prior leadership in Michelin-starred or Forbes 5-Star service environments.
• Portfolio, training video, or demo reel showcasing service choreography or elevated team coaching methods.

5. Why This Role Shines at The Hermitage Hotel

As F&B Floor Manager at The Hermitage Hotel, you are more than an operations leader, you are a steward of timeless hospitality within one of Nashville’s most historic and revered institutions. From orchestrating exquisite dining experiences to mentoring future hospitality leaders, your presence shapes the legacy of luxury service. This is your opportunity to elevate guest memories, uphold generational standards, and be part of a team that doesn’t just serve meals—it curates unforgettable moments.

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 32-40(+) Hours per week

· Location: In Person

8. Compensation

· Starting salary based upon experience

· 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.