PRIMARY FUNCTION: Chief Concierge & VIP Manager
DEPARTMENT: Front Office
REPORTS TO: Director of Rooms
SUMMARY:
The Assistant Manager, Concierge holds an elevated leadership role within the Concierge department and is responsible for maintaining exceptional service standards while actively working from the Concierge Desk. This position combines refined, guest-facing service with hands-on leadership, operational excellence, and brand stewardship.
In addition to performing all standard Concierge duties, this role supports VIP guests, ownership, repeat clientele, and high-profile visitors, while guiding and mentoring the Concierge team. The Assistant Manager, Concierge plays a key role in protecting The Dewberry’s brand, reputation, and guest loyalty through discretion, consistency, and polished execution aligned with the Southern Reimagined™ service philosophy.
KEY RESPONSIBILITIES:
Major areas of responsibility include, but are not limited to:
VIP Guest Management & Ownership
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Own and oversee the hotel's VIP guest journey in accordance with the VIP Guest Management SOP, including V1-V4, special occasion, recovery, repeat, high-value, group VIP, FHR, and luxury consortia guests.
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Review the five-week and three-day VIP outlooks, ensuring all designated guests are properly identified, coded, assigned, and communicated to the appropriate operational teams.
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Serve as the primary point of contact for designated V1-V3 guests, assistants, and travel advisors, providing personalized pre-arrival assistance and discreet, responsive communication.
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Collect and document guest preferences including arrival details, dietary restrictions, allergies, room location and temperature, bedding, housekeeping and turndown preferences, in-room dining preferences, and concierge requests.
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Create and distribute detailed VIP face sheets and ensure relevant VIP information is reviewed during operational meetings, departmental stand-ups, and lineups.
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Maintain accurate guest profiles and preference history to strengthen recognition and personalization for future stays.
Pre-Arrival Planning & Coordination
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Ensure VIP rooms are hard blocked in preferred locations and, for returning guests, prioritize previous room assignments when operationally possible.
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Coordinate personalized amenities, welcome cards, special occasion recognition, restaurant touches, transportation, and other bespoke arrangements according to the guest's VIP designation.
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Ensure all actionable interdepartmental requests are entered into ALICE, assigned to the appropriate department, and tracked through completion.
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Reconfirm key arrangements with the guest, assistant, or travel advisor prior to arrival and proactively resolve any gaps before the guest reaches the hotel.
Arrival, In-House & Departure Experience
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Coordinate discreet arrival logistics for V1 and V2 guests in partnership with the MOD, Director of Rooms, Executive Leadership, Guest Services, and the guest's representative when applicable.
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Ensure required VIP room inspections, preferred room temperature, amenities, and arrival details are completed before the guest's estimated arrival time.
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Personally greet and escort VIP guests when required by the SOP or operationally appropriate, ensuring a warm, polished, and highly personalized welcome.
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Conduct mid-stay outreach with designated VIP guests or their representatives to confirm satisfaction and identify opportunities to further personalize the stay.
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Immediately escalate service lapses to the MOD and partner with operational leaders on timely, thoughtful recovery.
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Coordinate personalized departure recognition, farewell, and post-stay communication according to the guest's VIP level.
Concierge Leadership & Service Excellence
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Lead, train, coach, and develop the Concierge team to consistently meet Forbes Five-Star and Leading Quality Assurance standards.
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Create and sustain a culture of anticipatory service, discretion, ownership, and exceptional attention to detail.
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Develop, implement, audit, and continuously refine Concierge and VIP-related Standard Operating Procedures.
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Conduct regular service audits and coaching sessions to ensure consistency in guest recognition,
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communication, follow-through, and personalization.
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Maintain staffing levels according to occupancy, VIP activity, and guest demand; complete payroll and applicable month-end reporting.
Guest Experience & Charleston Expertise
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Maintain exceptional knowledge of Charleston dining, culture, events, attractions, and distinctive local experiences, cultivating trusted relationships with preferred partners.
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Research and coordinate highly personalized itineraries and special requests, including complex or time sensitive arrangements.
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Promote The Dewberry's restaurants, bars, spa, House Car, bikes, and other hotel experiences in a manner tailored to each guest's interests.
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Respond to guest requests promptly and professionally, with proactive follow-up to confirm completion and satisfaction.
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Partner closely with Guest Services to coordinate Dewberry transportation and oversee the Dewberry Bikes Program.
QUALIFICATIONS:
Required:
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High school diploma or GED
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3–5 years of experience in luxury hospitality, concierge, or guest services
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Proven ability to deliver high-touch, personalized service in a luxury or boutique hotel environment
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Demonstrated hands-on leadership skills with the ability to coach and guide teammates
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Strong communication, organizational, and problem-solving skills
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High level of discretion, sound judgment, and attention to detail
Preferred:
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Fluency in more than one language
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Les Clefs d’Or certification or active pursuit
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Experience supporting VIP guests, ownership groups, or high-profile clientele
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Extensive knowledge of Charleston’s cultural, culinary, and experiential offerings
BENEFITS OF JOINING THE DEWBERRY TEAM:
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401K with Company Match (4%)*
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Education Reimbursement*
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Paid Maternity Leave*
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Complimentary Downtown Parking
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Complimentary Dry Cleaning
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Complimentary Daily Lunch Buffet
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Best-in-class health & supplemental insurance*
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Optional Supplemental Coverages*
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Financial Advising with Roadside Capital
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Competitive Pay
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Advancement & Growth Opportunities
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Full-Time and Part-Time Positions
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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 the 2025 Virtuoso Best Independent Hotel in the World and 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 Dewberry 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, as well as the curated boutique The Shop.
Recognized globally for its excellence, 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.
