Experience Southern Reimagined with a career at The Dewberry. We are a tightknit group of passionate individuals who are unrelenting when it comes to offering a flawless Dewberry experience while maintaining our unique brand standards.

About The Dewberry:

As a 2019 Condé Nast Traveler Gold List award recipient for best hotel in the world, The Dewberry is located in the heart of downtown Charleston, bordering historic Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center. Offering 155 thoughtfully appointed rooms, world-class service and unparalleled views, The Dewberry occupies the former L. Mendel Rivers (circa 1964) federal building and pays homage to Charleston’s mid-century architectural splendor. The hotel is the result of owner John Dewberry’s vision of “Southern Reimagined,” which he developed over the course of an eight-year renovation and preservation of the building. The hotel features several event spaces, the nationally celebrated cocktail program at the brass bar in The
Living Room, high quality, the whimsical cocktail lounge Citrus Club and treatments using seafaring ingredients and low country botanicals in The Spa. The
Dewberry is committed to delivering a world-class experience to our discerning guests with a thoughtful approach and flawless execution. We are known among our teammates, our guests and our community as leaders in our field of hospitality who are authentic, humble and innovative operators driven to anticipate needs and exceed expectations.

POSITION DESCRIPTION

PRIMARY FUNCTION: Front Desk Host

DEPARTMENT: Front Office

REPORTS TO: Front Office Manager

Front Desk Host

Summary

The Front Desk Host will oversee and direct all aspects of the guest experience to achieve the highest possible guest satisfaction.

The focus of this role will be responsible for overseeing each guest’s arrival and departure, assisting with inquiries and requests, and managing the accuracy of guest folios. This role will contribute to the Hotel by helping to execute an unforgettable experience for our guests using sincere, anticipatory, and authentic service.

Essential Functions

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

• Welcome guests in a warm and enthusiastic manner while always applying the 15-5 rule.

1. Positive Tone of voice

2. Good service posture

3. Friendly smile

• Perform check-ins and check-outs, ensuring the highest level of service and complying with Leading Quality Assurance standards.

• Manages Room Key system.

• Promote the hotel and utilize upsell techniques when possible to maximize room revenue.

• Knowledgeable of all special promotions and room packages.

• Posts and files all charges to guest portfolio.

• Manage available room inventory and systematically block the house for arrivals.

• Coordinates room status updates by notifying Housekeeping of all check-outs, late check-outs, early check-ins, and special requests.

• Review guest charges and account balances in order to anticipate guest’s billing questions.

• Processes guest payments and gains credit authorizations following proper accounting procedures.

• Maintains cashier bank and ensures accurate daily report of all money received while utilizing proper cash-handling procedures.

• Utilize and follow-up on the work order system, “ALICE,” to expediate guest requests, maintenance requests, etc.

• Assist in making reservations and changes to itineraries, as necessary.

• Facilitates the Dewberry Drive Program.

• Works closing with all departments of the hotel to create memorable hotel stays for our guests.

• Familiar with all safety and emergency procedures and accident prevention policies.

• Build guest loyalty by recognizing returning guests and always using their name.

• Respond to guest requests with in 15 minutes when possible and ensure issues are resolved by always following up.

• Resolve guest challenges using guest recovery skills and escalate where appropriate.

• Uses a positive and clear speaking voice, shows active listening skills, and understands the importance of guest requests.

Qualifications

• High school diploma/GED required.

• One-year hotel/hospitality experience and knowledge of hotel operations.

• One to two years customer service experience.

• Ability to work overtime, evenings, overnights, weekends or holidays based on business demands.

• Work positively in a team and enjoy interacting with people in a fast-paced environment.

• Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction, including difficult guests.

• Excellent verbal and written communication, organizational and time management skills.

• Strong knowledge of data

• Must be able to quickly adapt to using new software products

Physical Demands and Work Environment

• Occasional bending, stooping, lifting up to fifty pounds, and pulling.

• Frequent sitting, walking and standing for up to 8 hours.

• Continuous repetitive actions.