Chief Concierge & VIP Manager

The Dewberry Charleston•Charleston, SC

22h•Onsite

About The Position

The Assistant Manager, Concierge holds an elevated leadership role within the Concierge department and is responsible for maintaining exceptional service standards while actively working from the Concierge Desk. This position combines refined, guest-facing service with hands-on leadership, operational excellence, and brand stewardship. In addition to performing all standard Concierge duties, this role supports VIP guests, ownership, repeat clientele, and high-profile visitors, while guiding and mentoring the Concierge team. The Assistant Manager, Concierge plays a key role in protecting The Dewberry’s brand, reputation, and guest loyalty through discretion, consistency, and polished execution aligned with the Southern Reimagined™ service philosophy.

Requirements

High school diploma or GED
3–5 years of experience in luxury hospitality, concierge, or guest services
Proven ability to deliver high-touch, personalized service in a luxury or boutique hotel environment
Demonstrated hands-on leadership skills with the ability to coach and guide teammates
Strong communication, organizational, and problem-solving skills
High level of discretion, sound judgment, and attention to detail

Nice To Haves

Fluency in more than one language
Les Clefs d’Or certification or active pursuit
Experience supporting VIP guests, ownership groups, or high-profile clientele
Extensive knowledge of Charleston’s cultural, culinary, and experiential offerings

Responsibilities

Own and oversee the hotel's VIP guest journey in accordance with the VIP Guest Management SOP, including V1-V4, special occasion, recovery, repeat, high-value, group VIP, FHR, and luxury consortia guests.
Review the five-week and three-day VIP outlooks, ensuring all designated guests are properly identified, coded, assigned, and communicated to the appropriate operational teams.
Serve as the primary point of contact for designated V1-V3 guests, assistants, and travel advisors, providing personalized pre-arrival assistance and discreet, responsive communication.
Collect and document guest preferences including arrival details, dietary restrictions, allergies, room location and temperature, bedding, housekeeping and turndown preferences, in-room dining preferences, and concierge requests.
Create and distribute detailed VIP face sheets and ensure relevant VIP information is reviewed during operational meetings, departmental stand-ups, and lineups.
Maintain accurate guest profiles and preference history to strengthen recognition and personalization for future stays.
Ensure VIP rooms are hard blocked in preferred locations and, for returning guests, prioritize previous room assignments when operationally possible.
Coordinate personalized amenities, welcome cards, special occasion recognition, restaurant touches, transportation, and other bespoke arrangements according to the guest's VIP designation.
Ensure all actionable interdepartmental requests are entered into ALICE, assigned to the appropriate department, and tracked through completion.
Reconfirm key arrangements with the guest, assistant, or travel advisor prior to arrival and proactively resolve any gaps before the guest reaches the hotel.
Coordinate discreet arrival logistics for V1 and V2 guests in partnership with the MOD, Director of Rooms, Executive Leadership, Guest Services, and the guest's representative when applicable.
Ensure required VIP room inspections, preferred room temperature, amenities, and arrival details are completed before the guest's estimated arrival time.
Personally greet and escort VIP guests when required by the SOP or operationally appropriate, ensuring a warm, polished, and highly personalized welcome.
Conduct mid-stay outreach with designated VIP guests or their representatives to confirm satisfaction and identify opportunities to further personalize the stay.
Immediately escalate service lapses to the MOD and partner with operational leaders on timely, thoughtful recovery.
Coordinate personalized departure recognition, farewell, and post-stay communication according to the guest's VIP level.
Lead, train, coach, and develop the Concierge team to consistently meet Forbes Five-Star and Leading Quality Assurance standards.
Create and sustain a culture of anticipatory service, discretion, ownership, and exceptional attention to detail.
Develop, implement, audit, and continuously refine Concierge and VIP-related Standard Operating Procedures.
Conduct regular service audits and coaching sessions to ensure consistency in guest recognition, communication, follow-through, and personalization.
Maintain staffing levels according to occupancy, VIP activity, and guest demand; complete payroll and applicable month-end reporting.
Maintain exceptional knowledge of Charleston dining, culture, events, attractions, and distinctive local experiences, cultivating trusted relationships with preferred partners.
Research and coordinate highly personalized itineraries and special requests, including complex or time sensitive arrangements.
Promote The Dewberry's restaurants, bars, spa, House Car, bikes, and other hotel experiences in a manner tailored to each guest's interests.
Respond to guest requests promptly and professionally, with proactive follow-up to confirm completion and satisfaction.
Partner closely with Guest Services to coordinate Dewberry transportation and oversee the Dewberry Bikes Program.