Front Office Manager

RAM Hotels•Birmingham, AL

18d•Onsite

About The Position

The Front Office Manager is responsible for establishing and maintaining attentive, friendly, courteous, and efficient hospitality at the Front Desk. This role involves responding to all guest requests, problems, complaints, and/or accidents in an attentive, efficient, and courteous manner, and following up to ensure guest satisfaction. The manager will motivate, coach, counsel, and discipline team members according to hotel standards and prepare team member schedules based on business forecasts, payroll budget guidelines, and productivity requirements. Additionally, the Front Office Manager must maximize room revenue and occupancy, ensure no-show revenue is maximized, and manage the operation of the Front Office and Guest Services to provide quality service prior to and throughout guests' stays. This role requires proficiency in various computer systems, including hotel-specific software, and the ability to perform all jobs within the Front Desk and PBX Departments when needed. The manager will also oversee daily operations, manage large turn days, maintain safety and key control standards, monitor room inventory, ensure accurate cash handling, and be knowledgeable about brand-specific programs and hotel policies. A strong focus on guest relations, expense control, and night audit responsibilities is also essential. The ideal candidate will be flexible, a team player, and possess strong emotional intelligence, with the ability to anticipate guest needs and promote the hotel with a positive attitude.

Requirements

Preferably 3 years’ experience in customer service, hotel, administrative, human resources, legal, educational, training, financial, or business related field
Management Experience
Proficiency in: Microsoft Word Excel Powerpoint Data entry Database management systems
Ability to analyze variances, monitor credit report and maintain close observation of daily house count
Ability to perform all jobs within the Front Desk and PBX Departments, when needed
Excellent communication; orally and written
Background screening for previous criminal history
Employment may be contingent upon at least 80% score on test on hotel’s reservations system (PMS) after training
At least 2 years of higher education (beyond high school or G.E.D.)
Mathematical; statistical
Social
Speaks in guests’ preferred language

Nice To Haves

Hotel Experience
Creativity
Organizational
Administrative
Sales

Responsibilities

Establish and maintain attentive, friendly courteous and efficient hospitality at the Front Desk
Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through the reservation, comment cards, letters and/or phone calls in an attentive, efficient, and courteous manner.
Follow up to ensure guest satisfaction
Motivate, coach counsel and discipline all team members according to hotel standards
Prepare team member schedules according to business forecast, payroll budget guidelines and productivity requirements.
Maximize room revenue and occupancy by reviewing status daily
Ensure the operation of the Front Office and Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy
Ensure no-show revenue is maximized through consistent and accurate billing
Operate all aspects of the front office system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that team members maintain SOP's for its use
Assist in preparation of revenue and occupancy forecasts
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
Maintain constant communication with Housekeeping and General Manager
Maintain lobby and front desk presence during peak hours and as needed
Manage and organize large turn days (including guest check-ins and check-outs)
Maintain safety deposit boxes per established standards
Monitor out-to-order, out-of-service, and discrepant and showrooms
Manage sell out opportunities; review arrivals report, and check on rooms inventory
Ensure correct and accurate cash handling at the Front Desk
Be familiar with all brand specific programs and the procedures for each
Ensure that team members are knowledgeable in understanding and implementing the programs
Establish and maintain key control system
Have knowledge and understanding of all policies and procedures, including the Fair Treatment Policy and Equal Employment Opportunity, and communicate and enforce all policies fairly and consistently with staff
Be knowledgeable about the accident prevention program, including safety committee, education/enforcement, and communication of safety issues through department meetings
Be able to develop, implement, and maintain an effective guest relations program utilizing aggressive hospitality, Guest comment forms, and Guest Response program
Control department expenses to achieve budgeted profit
Have a working knowledge of night audit responsibilities and procedures
Be flexible and team player willing to perform other duties as may be necessary to meet or exceed customer satisfaction
Be willing to cover shifts at a moments notice when an associate calls in on his/her team
Emotionally competent; able to effectively manage disruptive emotions and impulses; able to stay composed, positive, and unflappable even in trying moments while thinking clearly and remaining focused under pressure
Engage every guest in conversation and recognition
Resolve any guest issue immediately
Promote the hotel by demonstrating a high level of positive attitude and energy to serve our guests
Ability to anticipate guests’ needs
Embraces and respects diversity and multicultural environment