Rooms Assistant Manager

The Dewberry Charleston•Charleston, SC

About The Position

The Rooms Assistant Manager – Guest Services 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 hotel: 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

Deliver exceptional, personalized concierge services that exceed luxury hospitality standards
Serve as a primary point of contact for VIP guests, ownership, repeat guests, and special requests
Curate bespoke experiences including dining, transportation, cultural activities, celebrations, and special occasions
Anticipate guest needs and resolve concerns with urgency, discretion, and professionalism
Respond to guest inquiries within 24 hours and ensure appropriate follow-through
Maintain a visible, active presence at the Concierge Desk during assigned shifts
Act as a day-to-day leader and mentor for the Concierge team while working alongside them
Model best practices, service excellence, and brand standards through hands-on leadership
Assist with onboarding, training, coaching, and performance development of Concierge teammates
Support scheduling, shift leadership, and coverage planning as needed
Foster a collaborative, service-driven culture aligned with The Dewberry’s values
Ensure compliance with all hotel policies, procedures, and service standards, including confidentiality and guest property handling
Maintain accurate documentation related to guest requests, deliveries, amenities, and special arrangements
Monitor and manage guest requests through ALICE, ensuring timely completion and communication
Coordinate closely with Front Office, Housekeeping, Engineering, Security, Sales, and Food & Beverage teams
Assist with oversight of inventory, vendor relationships, and specialty programs such as Dewberry Bikes and House Cars
Represent The Dewberry with professionalism, warmth, discretion, and consistency
Maintain strong relationships with local vendors, cultural institutions, and preferred partners
Promote all hotel outlets and amenities, including restaurants, bars, The Dewberry Spa, and curated experiences
Actively protect and elevate The Dewberry’s brand reputation and guest loyalty