Front Office Manager

The Dewberry Charleston•Charleston, SC

56d

About The Position

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.

Requirements

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

Responsibilities

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