Front Office Manager

The Dewberry Charleston•Charleston, SC

12d

About The Position

The Front Office Manager oversees the effective day-to-day operation of guest reception, guest services, bell/valet, and concierge. The role encompasses financial management, leadership, customer service, telephone etiquette, and supervision of departmental requirements and standards. The manager is accountable for seamless guest arrivals and departures and for consistently meeting hotel service, quality, and appearance standards. The position supports the recruitment, training, coaching, and development of teammates; resolves guest and operational issues; coordinates with management and other departments; and monitors service conditions and business operations throughout the departments. It also includes responsibility for department profitability, payroll and equipment costs, inventory, budgeting, forecasting, and emergency readiness. The Dewberry is a 153-room hotel in downtown Charleston, recognized for its luxury hospitality, distinctive brand standards, event spaces, restaurants and bars, spa, and boutique.

Requirements

Three to five years of leadership experience in a luxury hotel.
Knowledge of hotel operations.
Ability to work positively in a team environment.
Valid driver’s license and a clean driving record.
Exceptional guest recovery skills.
Ability to remain calm and professional in stressful situations while ensuring guest satisfaction.
Excellent organizational and time-management skills.
Strong knowledge of Microsoft Office.
Ability to adapt quickly to new software products.
Punctuality, reliability, and availability 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. regularly and continuously.
Ability to push and pull carts and equipment weighing up to 250 lbs. occasionally.

Nice To Haves

College degree preferred.

Responsibilities

Assist Front Office leadership with recruiting, training, and developing teammates.
Coach and counsel teammates in accordance with The Dewberry’s standards and policies.
Ensure daily compliance with Human Resources standards and procedures.
Interact with guests frequently and professionally, and resolve problems to the satisfaction of the parties involved.
Communicate with management and other departments to meet guest service needs.
Monitor departmental sensory elements, business and staffing levels, service steps, LQA standards, service timing, and cleanliness.
Ensure hotel quality and appearance standards are met.
Review departmental profitability with the Hotel Manager and Director of Operations.
Control payroll and equipment costs and minimize loss.
Maintain operational par and back-stock levels by calculating quarterly OSE inventory.
Develop and implement cost-saving and profit-enhancing measures.
Review daily revenue and labor reports against monthly forecasts and budgets.
Review monthly Profit and Loss statements with the Hotel Manager and Front Office leadership, and assist with monthly forecasting.
Ensure the seamless movement of guests into and out of the hotel while providing exceptional service.
Hold department managers accountable for consistently meeting standards.
Maintain knowledge of hotel life-safety systems and manage emergencies calmly and professionally.
Perform additional duties as assigned.