Front Office Manager

RAM Hotels•Montgomery, AL

12d•Onsite

About The Position

RAM Hotels is seeking a Front Office Manager who is friendly and enjoys creating stellar guest experiences. This role promotes a positive work environment and is responsible for responding to all guest requests, inquiries, problems, and/or complaints with the ability to influence and provide positive resolution. The Front Office Manager will motivate, encourage, and mentor the Guest Services Team to ensure excellent customer service is provided in a professional and courteous manner, ensuring guests have an awesome experience.

Requirements

High-school graduate or equivalent and three years of work-related experience (Customer Service, Hotel Industry, Management, Restaurant Administration, Human Resources, Legal, Educational, Training & Development, Financial – strongly preferred).
Proficient in MS Word, Excel, PowerPoint.
Data Entry, Database Management experience.
Experience preparing team schedules according to business forecast and business need.
Leadership experience with thorough follow-up.
Must be flexible to work varied schedules.
Excellent written and oral communication skills.
Excellent organization skills.
Must have the physical ability to walk, sit, and stand during scheduled shift.
Must be able to lift up to 40 lbs.
Ability to effectively manage and resolve disruptive circumstances.
Ability to express compassion while remaining composed.
Ability to remain calm and focused while working under pressure.
Engage guests in conversation and recognition of their choice with us – be consistent.
Resolve any guest issues immediately and to the best of your ability.
Promote the property by demonstrating a “top-notch” attitude toward our guests which includes anticipating the guests needs – be proactive.
Ensure that you are always a positive representation of the property.
Embrace and respect diversity and multi-cultural environments.

Nice To Haves

Understanding of the hospitality industry (preferred).
Previous experience in the hospitality industry (preferred).
Previous experience as a Guest Services Manager.
Bilingual communication skills (preferred).

Responsibilities

Ensures Guest Services and Guest Services Front Office operate in an attentive, friendly, efficient, courteous, and seamless manner, providing all guests with exceptional service prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Operates all aspects of the front office system, including software maintenance, report generation and analysis, and basic programming.
Manages and organizes large turn days to include guest check-ins and guest check-outs.
Assists in preparation of revenue and occupancy forecasts, manage sell out opportunities, review arrival reports, and check rooms inventory.
Ensures accurate cash handling at the Front Desk.
Develops, implements, and maintains an effective Guest Relations Program utilizing persistent hospitality services, guest comment forms, and guest response program.
Ensures logging and delivery of all messages, packages, and mail in a professional and timely manner.
Monitors "out of order" or "out of service" areas to be knowledgeable and available to assist guests if needed.
Maintains a clean, welcoming lobby and front desk presence during peak hours and as needed.
Maintains constant communication with the Housekeeping Department and the General Manager.
Performs other tasks as necessary or to meet or exceed guest satisfaction.