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Front Desk Host

3 weeks ago

Charleston, West Virginia, United States The Dewberry Charleston Full time $30,000 - $60,000 per year

PRIMARY FUNCTION: Front Desk Host

DEPARTMENT: Front Office

REPORTS TO: Front Office Manager

SUMMARY:

The Front Desk host oversees each hotel guest's arrival and departure, assisting with all inquiries and requests, and managing the accuracy of guest folios. This role contributes to the hotel's operation by assisting in the execution of an unforgettable experience for each guest through sincere, anticipatory, and authentic service.

KEY RESPONSIBILITIES:

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

  • Provide each guest with a warm and enthusiastic welcome, while always applying the 15-5 rule. 
  • Consistently exhibiting a positive tone of voice, good service posture, and a friendly smile. 
  • Perform check-ins and check-outs, ensuring the highest level of service and complying with Leading Quality Assurance standards. 
  • Manage the Room Key system. 
  • Promote the hotel and utilize upsell techniques whenever possible to maximize room revenue. 
  • Maintain a thorough knowledge of all special promotions and room packages. 
  • Post and file all charges to guest folios. 
  • Manage available room inventory and systematically block the house for arrivals.
  • Coordinate 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 billing questions. 
  • Process guest payments and gain credit authorizations following proper accounting procedures. 
  • Maintain cashier bank and ensure accurate daily reporting of all money received while adhering to proper cash-handling procedures. 
  • Utilize and follow-up on the hotel's work order system, "ALICE," to facilitate guest requests, maintenance requests, etc. 
  • Assist in making reservations and changes to guest itineraries when necessary. 
  • Facilitate the Dewberry Drive program. 
  • Work closely with all departments of the hotel to create memorable hotel stays for all guests. 
  • Maintain a thorough knowledge of the hotel's safety and emergency procedures, as well as accident prevention policies. 
  • Build guest loyalty by recognizing returning guests, and always acknowledging them by name. 
  • Respond to guest requests within 15 minutes whenever possible and ensure through consistent follow-ups that all issues are resolved.
  • Resolve challenges using guest recovery skills and escalate issues to management when appropriate. 
  • Use a positive and clear speaking voice, show active listening skills, and understand the importance of guest requests.

QUALIFICATIONS: 

  • High school diploma/GED required. 
  • One year of hotel/hospitality experience, and knowledge of hotel operations. 
  • One to two years of customer service experience. 
  • Ability to work overtime, evenings, overnights, weekends, and/or holidays based on business demands.
  • Ability to work positively in a team and enjoy interacting with people in a fast-paced environment. 
  • Ability to remain calm and professional under potentially stressful situations to ensure guest satisfaction. 
  • Excellent verbal and written communication. 
  • Excellent organizational and time management skills. 
  • Strong knowledge of data entry, computers, and Microsoft Office. 
  • Ability to stand and walk for extended periods of time. 
  • Ability to bend and stoop. 
  • Ability to lift and/or pull up to 50 lbs.

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
  • Advancement & Growth Opportunities
  • Full-Time and Part-Time Positions
  • Flexible Paid Time Off

*Indicates eligibility requirement  

WHO WE ARE:

We are a tight-knit group of passionate individuals who are unrelenting when it comes to offering a flawless experience at The Dewberry while maintaining our unique brand standards. Every Teammate plays a key role in contributing to the success of the whole hotel. 

ABOUT THE DEWBERRY:

As a 2022 Condé Nast Traveler Gold List award recipient for Best Hotel in the World, The Dewberry is located in the heart of downtown Charleston, bordering Marion Square, just steps from the shopping and dining on King Street, Museum Mile and The Gaillard Center. 

Offering 153 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 century architectural splendor. The hotel is the result of owner John Dewberry's vision of "Southern ReimaginedTM," which he developed over the course of an eight-year renovation and preservation of the building. The hotel features several event spaces along with the nationally celebrated cocktail program at the brass bar in The Living Room, the whimsical cocktail lounge Citrus Club, treatments at our urban oasis, The Spa, the curated boutique The Shop as well as The Fifth Avenue Club by Saks Fifth Avenue.

The Dewberry is known among teammates, guests, and the community as a leader in the field of hospitality. As a brand, The Dewberry teammates, experience, and brand are authentic, humble, and innovative operators driven to anticipate needs and exceed expectations.