What are the responsibilities and job description for the Front Office Manager position at The Charlston Place?
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 The Charleston Place’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 an ambassador 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:
- 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.
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BHC 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.
