PRIMARY FUNCTION: Front Office Manager

DEPARTMENT: Front Office

REPORTS TO: Director of Guest Services

SUMMARY:

The Front Office Manager is responsible for the management and day-to-day effective operations of guest reception, guest services, bell/valet, and concierge. Responsibilities include profitable financial management, effective leadership, excellent customer service skills and telephone etiquette, and supervision of department requirements and standards.

KEY RESPONSIBILITIES:

Major areas of responsibility include, but are not limited to: 

• Assist Front Office leadership with the recruitment, training, and development of all teammates
• Coaching and counseling of teammates within the standards and policies set forth by The Dewberry
• Ensure all Human Resource standards and procedures are met on a daily basis
• Interact frequently, professionally, and positively with guests
• Resolve problems and issues to the satisfaction of all involved parties
• Maintain consistent and effective communication with management and other departments to ensure guest service needs are met on a daily basis
• Regularly move throughout the departments to visually monitor all sensory elements (lighting, music, temperature), business levels, staffing levels, steps of service, LQA standards, timing of service, and hotel cleanliness
• Take the necessary steps to ensure that all hotel quality and appearance standards are met at all times
• Maintain and review profitability measures of departments with the Hotel Manager and Director of Operations
• Control payroll and equipment costs, minimizing loss
• Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory
• Develop and implement cost-saving and profit enhancing measures throughout the departments
• Review daily revenue and labor reports and compare to monthly forecasts/budgets
• Review monthly Profit and Loss statements with the Hotel Manager and Front Office leadership, and assist with monthly forecasting
• Assume accountability for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service
• Ensure all department managers are held accountable for ensuring all standards are consistently met
• Maintain a thorough knowledge of the hotel’s life-safety systems and be prepared at all times to manage emergency situations in a calm and professional manner
• Perform additional duties as assigned

QUALIFICATIONS: 

• College degree preferred
• Three to five years of leadership experience in a luxury hotel
• Knowledge of hotel operations
• Ability to work positively in a team environment
• Must posses a driver’s license with a clean driving record
• Exceptional guest recovery skills
• Ability to remain calm and professional in potentially stressful situations to ensure guest satisfaction
• Excellent organizational and time management skills
• Strong knowledge of Microsoft Office
• Ability to quickly adapt to effectively using new software products
• Must be punctual, reliable, and able to work weekends, nights, and/or holidays based on business demands
• Ability to walk and stand for extended periods
• Ability to lift up to 25 lbs. on a regular and continuous basis
• Ability to push and pull carts and equipment weighing up to 250 lbs. on occasion

BENEFITS OF JOINING THE DEWBERRY TEAM:

• 401K with Company Match (4%)*
• Education Reimbursement*
• Paid Maternity Leave*
• Complimentary Downtown Parking
• Complimentary Dry Cleaning
• Complimentary Daily Lunch Buffet
• Best-in-class health & supplemental insurance*
• Optional Supplemental Coverages*
• Financial Advising with Roadside Capital
• Competitive Pay
• Advancement & Growth Opportunities
• Full-Time and Part-Time Positions
• Flexible Paid Time Off

*Indicates eligibility requirement  

WHO WE ARE:

We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel. 

ABOUT THE DEWBERRY:

As a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center. 

Offering 153 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern ReimaginedTM,” which he developed over the course of an eight-year renovation and preservation of the building. The hotel features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, the curated boutique The Shop as well as The Fifth Avenue Club by Saks Fifth Avenue.

The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.