Luxury Front Office Manager – Guest Experience Leader

ADP, Inc.; Charleston (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401K with Company Match

Education Reimbursement

Paid Maternity Leave

Complimentary Downtown Parking

Complimentary Dry Cleaning

Complimentary Daily Lunch Buffet

Best-in-class health & supplemental保险

Flexible Paid Time Off

Job summary

The Dewberry in Charleston, SC, seeks a Front Office Manager to lead guest reception, bell/valet and concierge operations, ensuring exceptional service and daily operational excellence. You will manage recruitment, training, and coaching while upholding brand standards and LQA requirements.

Lead the team, optimize revenue and labor, monitor service levels, and partner with hotel leadership to deliver the renowned guest experience that defines The Dewberry.

Qualifications

• Three to five years of leadership experience in a luxury hotel.
• Knowledge of hotel operations.
• Ability to work positively in a team environment.
• Must possess 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.

Skills

Leadership

Hotel operations

Team player

Driver's license

Guest recovery

Calm under pressure

Organizational skills

Microsoft Office

Software adaptability

Punctual

Physical stamina

Lifting up to 25 lbs

Push/pull 250 lbs

Job description

The Dewberry in Charleston, SC, seeks a Front Office Manager to lead guest reception, bell/valet and concierge operations, ensuring exceptional service and daily operational excellence. You will manage recruitment, training, and coaching while upholding brand standards and LQA requirements.

Lead the team, optimize revenue and labor, monitor service levels, and partner with hotel leadership to deliver the renowned guest experience that defines The Dewberry.