What are the responsibilities and job description for the Front Office Manager position at Charleston Place Acquisition LLC?
We believe that hospitality is a transformative art — that this “place” can do more than inspire and nurture its guests, team, and partners. It can inspire an entire city, country, and world. By captivating the hearts and imaginations of a new generation with renewed passion, purpose, and intention, we’re building a hospitality company and place that celebrates humanity. Where we can be a source of hope, care, and delight. Where people are inspired to be the best version of themselves — kinder, more open, and more gracious. And, that we have the power to carry that spirit with us into our hearts, lives, communities, and everywhere we go.
Our Values
Own Your Integrity Deliver Grace Strive For Well-being
Act With Compassion Serve With Excellence Embrace Humility
Position Summary
Front Office Manager position is responsible for supervising all Front Office staff while providing efficient, friendly, and excellent costumer service at all times, maintain a clean, professional, top quality Front Office in accordance with hotel standards. Ensure the highest caliber of service is being offered to all guests, so that their arrival experience is pleasurable and informative.
Responsibilities
- Front Office Manager in overseeing and supervising all Front Desk Agents, PBX operators, concierge, door staff, valets, and bell staff to ensure orderly workflow, maximum service to all guests and that hotel standard are being maintained.
- Assist in supervising Front Office, Reservations, and PBX colleagues; interview, hire, and train new colleagues, and conduct performance reviews.
- Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner, introduce guests personally to front desk agents.
- Assist with luggage and storage concerns.
- Anticipate and handle guest issues and concerns.
- Escort VIP’s to rooms whenever possible.
- Manage the traffic flow, both human and vehicular; help to direct guest service manpower to the appropriate area to ensure attentive coverage, in the circle, at the door, and in the lobby.
- Ensure the cleanliness and tidiness of the lobby areas, the motor entrance and circle, front desk, bell stand, and bell closest, keeping them all in peak shape.
- Coach and council bell, door, front desk, and PBX staff to correct any inappropriate behavior or sub-standard performance.
- Approve breaks, leaving times, etc. Approve town car usage. Supervise room deliveries.
- Assign duties for shifts; assist in opening and closing of shifts.
- Observe standard for the department in image, appearance, and grooming; properly represent the company and the profession to outside organization.
- Ensure operations proceed smoothly in conjunction with arrivals/departures and occupancy level of the hotel.
- Coordinate and remain in close communication with the Director of Rooms, group coordinators, and reservations and housekeeping departments.
- Review and analyze daily balance summaries, current room status reports and incoming arrival reports.
- Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.
Why Work at The Charleston Place
- Enjoy free meals in our colleague café
- Paid Time Off based on hours worked, up to 16 days in your first year
- 8 Paid Public Holidays
- Wellness Reimbursement
- Up to 4.5% Company Match – Retirement Savings Plan
- Medical, Dental, Vision Insurance
- Flexible Spending Account
- Health Savings Account
- Employee Discounts for Hotel Restaurants
- Uniform Provided
- Flexible Schedules
- Colleague Events
- Friends and Family Discounts for Hotel Stays
Join Charleston’s most iconic hotel where our hospitality professionals are rooted in tradition and growing with purpose. We welcome all who arrive with open hands and open hearts.
Qualifications
- Understanding of the luxury & quality environment.
- College or Vocational Degree required.
- Minimum three years’ experience in the Front Office of a Four or Five Star and/or Four – Five Diamond hotel with 300 rooms, with two years of progressive management experience.
- Regularly required to stand, walk, talk, and hear.
The Charleston Place is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law.