Who Are We?
RAM Hotels - a dynamic, thriving, innovative hotelmanagement company headquartered in Columbus, Georgia. Over the last fewyears, we have quietly and steadfastly taken our place as a leader in thehospitality industry of corporate America, while serving some of the mostwell-known midscale hotel brands in key markets throughout the Alabama andGeorgia region. We strive to meet our guests' demands while continuouslychanging the perception of the hospitality industry. When you join RAMHotels, you do more than simply switch companies to advance your career, youbecome part of the RAM Hotels family!
POSITION: Front Office Manager
JOB SUMMARY
Are you friendly and enjoy "rolling out the red carpet" toguests? Do you enjoy creating stellar guestexperiences? Being a Front Office Manager with us may be thejob for you! The Front Office Manager promotes a positive workenvironment amongst the front desk team and with other team members. The FrontOffice Manager is responsible for responding to all guest requests, inquiries,problems and/or complaints, etc. with the ability to influence and providepositive resolutions. The Front Office Manager will motivate, encourage,and mentor the front desk team to ensure we provide excellent customer serviceto our guests professionally and courteously. The Front Office Managerwill accommodate our guests to ensure their visit with us is not just a "stay"but an awesome experience! Think you've got what it takes?
JOB RESPONSIBILITIES
Ensures the front office operates in an attentive, friendly,efficient, courteous, and seamless manner that provides all guests withexceptional service before arriving and throughout the time that guests willspend with us; while maximizing room revenue and occupancy; establishes and maintainskey control system.
Operate all aspects of the front office system, includingsoftware maintenance, report generation and analysis, and basic programming;ability to perform all jobs within the Guest Services and PBX Departments whenneeded; monitor the proper operation of the PBX system to ensure that teammembers maintain standard operation procedures for its use.
Manages and organizes large turn days to include guestcheck-ins and guest check-outs; maintains safety deposit boxes per establishedstandards; assists in preparation of revenue and occupancy forecasts, manages sell-outopportunities, reviews arrival reports, and check rooms inventory; ensuresaccurate cash handling at the front desk; maximize room revenue and occupancyby reviewing daily statuses; ability to analyze discrepancies, monitors creditreporting, and maintain the daily house statistics; ensures no-show revenue ismaximized through consistent and accurate billing.
Ability to develop, implement, and maintain an effective guestrelations program utilizing persistent hospitality services, guest commentforms, and guest response program; be familiar with all brand-specific programsand have knowledge of the procedures for each program and ensure the front deskteam members are knowledgeable in understanding and implementing the programs.
Ensures logging and delivery of all messages, packages, andmail in a professional and timely manner; monitors "out of order" or "out ofservice" areas to be knowledgeable and available to assist guests if needed;knowledgeable of the Accident Prevention Program including the safetycommittee, education/enforcement, and communication of safety issues withindepartmental meetings.
Knowledgeable and understanding of all policies andprocedures - including the Equal Opportunities and Fair Treatment Policy;enforce this policy by communicating consistently with the front deskdepartment.
Maintain a clean, welcoming lobby and front desk presenceduring peak hours and as needed; maintain constant communication with the housekeepingdepartment and General Manager; knowledge of night audit responsibilities andprocedures; willingness to cover shifts at a moment's notice when the shift isunderstaffed due to various circumstances.
Perform other tasks as necessary or required to meet orexceed guest satisfaction.
PROFESSIONAL EXPERIENCE
High-school graduate or equivalent and three years ofwork-related experience (customer service, hotel industry, management, restaurantadministration, human resources administration, legal, educational, training& development, financial - strongly preferred).
Proficient in MS Word, Excel, and PowerPoint.
Data entry and database management experience.
INDUSTRY EXPERIENCE
Understanding of the hospitality industry (preferred).
Previous experience in the hospitality industry (preferred).
Previous experience as a Front Office Manager.
Bilingual communication skills (preferred).
REQUIRED SKILLS
Experience in preparing team schedules according to businessforecasts and business needs.
Leadership experience with thorough follow-up.
Must be flexible to work varied schedules.
Excellent written and oral communication skills.
Excellent organizational skills.
Must have the physical ability to walk, sit, and standduring scheduled shifts.
Must be able to lift up to 40 lbs.
ESSENTIAL SKILLS
Ability to effectively manage and resolve disruptivecircumstances; ability to express compassion while remaining composed; abilityto remain calm and focused while working under pressure.
Engage guests in conversation and recognition of theirchoice with us - be consistent; resolve any guest issues immediately and to thebest of your ability.
Promote the property by demonstrating a "top-notch" attitudetoward our guests which includes anticipating the guests' needs and beingproactive.
Ensure that you are always a positive representation of theproperty; embrace and respect diversity and multi-cultural environments.
BENEFITS
RAM Hotels hires the best people, we work extremely hard toprovide benefits that make work-life balance that much more enjoyable. Asa leader in the hospitality industry, we promote advancement opportunities, weoffer our eligible employees comprehensive health benefit packagesfor you and your family, vacation time, quarterly bonuses, 401K, andother additional perks being an employee of RAM Hotels.
RAM Hotels is an Equal Opportunity/AffirmationAction employer. All qualified applicants will receive consideration foremployment without regard to race, color, religion, sex, national origin,disability, or protected veteran status.
Please visit our careers page to see more job opportunities.