Front Office Manager - TRU by Hilton - Prattville, RAM Hotels

Who Are We? 

RAM Hotels – a dynamic, thriving, innovative hotel management company headquartered in Columbus, Georgia.  Over the last few years, we have quietly and steadfastly taken our place as a leader in the hospitality industry of corporate America; while serving some of the most well-known midscale hotel brands in key markets throughout the Alabama and Georgia region.  We strive to meet our guests demands while continuously changing the perception of the hospitality industry.  When you join RAM Hotels, you do more than simply switch companies to advance your career, you become part of the RAM Hotels family!

POSITION:  Front Office Manager

JOB SUMMARY

Are you friendly and enjoy “rolling out the red carpet†to guests?  Do you enjoy creating stellar guest experiences?  Being a Guest Services Manager with us may be the job for you!  Guest Services Managers promotes a positive work environment amongst the Guest Services Team and with other team members.  The Guest Services Manager is responsible for responding to all guest requests, inquiries, problems and/or complaints, etc.  with the ability to influence and provide positive resolution.  The Guest Services Manager will motivate, encourage, and mentor the Guest Services Team to ensure we are providing excellent customer service to our guests in a professional and courteous manner.  The Guest Services Manager will 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 Guest Services and Guest Services Front Office operate in an attentive, friendly, efficient, courteous and seamless manner that provides all guests with exceptional service prior to arriving and throughout the time that guests will spend with us; while maximizing room revenue and occupancy; establish and maintain key control system
• Operate all aspects of the front office system, including software maintenance, report generation and analysis, and basic programming; ability to perform all jobs within the Guest Services and PBX Departments when needed; monitor proper operation of the PBX system to ensure that team members maintain standard operation procedures for its use
• Manages and organizes large turn days to include guest check-ins and guest check-outs; maintain safety deposit boxes per established standards; 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; maximize room revenue and occupancy by reviewing daily statuses; ability to analyze discrepancies, monitors credit reporting, and maintain the daily house statistics; ensures no-show revenue is maximized through consistent and accurate billing; 
• Ability to develop, implement, and maintain an effective Guest Relations Program utilizing persistent hospitality services, guest comment forms, and guest response program; be familiar with all brand specific programs and have knowledge of the procedures for each program and ensure the Guest Services team members are knowledgeable in understanding and implementing the programs;
• Ensures logging and delivery of all messages, packages, and mail in a professional and timely manner; monitor “out of order†or “out of service†areas to be knowledgeable and available to assist guests if needed; knowledgeable of the Accident Prevention Program including the safety committee, education/enforcement, and communication of safety issues within departmental meetings
• Knowledgeable and understanding of all policies and procedures – including the Equal Opportunities and Fair Treatment Policy; enforce this policy by communicating consistently with the Guest Services Department
• Maintain a clean, welcoming lobby and front desk presence during peak hours and as needed; maintain constant communication with the Housekeeping Department and the General Manager; knowledge of night audit responsibilities and procedures; willingness to cover shifts at a moment’s notice when the shift is understaffed due to various circumstances
• Perform other tasks as necessary or required to meet or exceed guest satisfaction

PROFESSIONAL EXPERIENCE

• 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

INDUSTRY EXPERIENCE

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

REQUIRED SKILLS

• 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.

ESSENTIAL SKILLS

• 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

BENEFITS

RAM Hotels hires the best people, we work extremely hard to provide benefits that make work-life balance that much more enjoyable.  As a leader in the hospitality industry; we promote advancement opportunities, we offer our eligible employees comprehensive health benefit packages for you and your family, vacation time, quarterly bonuses, and other additional perks being an employee of RAM Hotels. 

RAM Hotels is an Equal Opportunity/Affirmation Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.