What are the responsibilities and job description for the Front Office Manager in Charleston, SC (luxury hotel) position at B&B Hospitality Staffing LLC?
The person applying to this position MUST have Four or Five Star and/or Four-Five Diamond hotel experience. FORBES CUSTOMER EXPERIENCE (no exceptions).
The Front Office Manager is a key leader within the Rooms Division, responsible for ensuring seamless and elevated guest experiences across Guest Services, Front Desk, Concierge, and Rooms Control. This position champions operational excellence, Forbes Five-Star standards, and an inspired service culture reflective of this hotel’s legacy and ambition. Reporting to the Director of Front Office, the Front Office Manager leads by example, cultivates top-tier talent, and brings a strategic mindset to daily operations. They serve as ambassadors of the brand — embodying empathy, professionalism, and presence. While no job description can provide a comprehensive list of all duties, the following outlines the major responsibilities for the position.
Duties/Responsibilities:
- Demonstrates proactive ownership of the Front Office operation as a department head.
- Maintains consistent communication by monitoring and responding to emails and messages in a timely manner.
- Provides direction and follow-through on matters without reliance on continuous oversight.
- Balances professional responsibilities with personal well-being, while recognizing the nature of the role requires ongoing engagement beyond scheduled shifts.
- Represent the property and the management by projecting a positive hotel image through excellent communication, efficient problem solving, and taking responsibility of guest needs.
- Lead and mentor Front Office team members through daily operations, with a focus on coaching, performance development, and cultivating leadership from within.
- Spearhead upsells, audits, creation of Standard Operating Procedures based on needs.
- Ensure execution of Forbes Five-Star service through daily audits, training, and implementation of best practices and SOPs.
- Partner closely with Housekeeping, Revenue, Spa, Transportation, and other departments to ensure a collaborative, guest-focused operation.
- Proactively manage daily arrivals, departures, special occasions, and VIP programming.
- Oversee rooms control and billing accuracy to ensure a seamless guest journey.
- Represent Director of Front Office/Assistant Director of Front Office in their absence.
- Ensure brand standards are not only met — but exceeded — at every touchpoint.
Required Skills/Abilities:
- Exceptional communication skills — both verbal and written — with a talent for gracious guest recovery and conflict resolution.
- Must be proficient in Windows, Word, Excel, PowerPoint. INFOR HMS knowledge is preferred.
Education and Experience:
- A 4-year degree or equivalent in hospitality or related studies.
- Minimum of 2 years’ experience in a luxury or Forbes-rated property with a progressive track record of leadership in Front Office operations.
Benefits:
- Enjoy free meals in our colleagues’ café
- Paid Time Off based on hours worked, up to 16 days in your first year
- 8 Paid Public Holidays
- Up to 4.5% Company Match – Retirement Savings Plan after one year of service
- Medical, Dental, Vision Insurance
- Flexible Spending Account
- Health Savings Account
- Colleague Commuter Benefit
- Hotel discounts at Spa & Dining Outlets
- Friends & Family Hotel Room Discounts
