Front Office Manager

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Full Time Management Charleston, SC, US

PRIMARY FUNCTION:Luxury Front Office Manager

DEPARTMENT:Front Office

REPORTS TO:Director of Rooms

SUMMARY:

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.

KEY RESPONSIBILITIES:

Major areas of responsibility include, but are not limited to:

• 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

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 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

BENEFITS OF JOINING THE DEWBERRY TEAM:

• 401K with Company Match (4%)*
• Education Reimbursement*
• Paid Maternity Leave*
• Complimentary Downtown Parking
• Complimentary Dry Cleaning
• Complimentary Daily Lunch Buffet
• Best-in-class health & supplemental insurance*
• Optional Supplemental Coverages*
• Financial Advising with Roadside Capital
• Competitive Pay
• Ful…