Front Office Manager

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 promote a positive work environment among 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 Ensure Guest Services and Front Office operate in an attentive, friendly, efficient, courteous, and seamless manner that provides all guests with exceptional service prior to arrival and throughout their stay; maximize room revenue and occupancy; establish and maintain key control systems. Operate all aspects of the front office system, including software maintenance, report generation and analysis, and basic programming; perform all tasks within Guest Services and PBX Departments when needed; monitor PBX operation so team members maintain standard procedures. Manage and organize large turn days to include guest check‑ins and check‑outs; maintain safety deposit boxes per standards; assist in preparing revenue and occupancy forecasts; manage sell‑out opportunities; review arrival reports and room inventory; handle cash accurately; maximize revenue by reviewing daily status; analyze discrepancies; monitor credit reporting; maintain daily house statistics; ensure no‑show revenue is maximized through accurate billing. Develop, implement, and maintain an effective Guest Relations Program using hospitality services, guest comment forms, and response programs; be familiar with brand‑specific programs and ensure team members are knowledgeable. Log and deliver all messages, packages, and mail professionally and timely; monitor out‑of‑order or out‑of‑service areas; provide assistance to guests as needed; maintain knowledge of the Accident Prevention Program, safety committee, education/enforcement, and communication of safety issues. Enforce the Equal Opportunities and Fair Treatment Policy; communicate this policy consistently to the Guest Services Department. Maintain a clean, welcoming lobby and front desk during peak hours; communicate with Housekeeping and the General Manager; understand night audit responsibilities and procedures; cover shifts on short notice when understaffed. Perform other tasks as necessary or required to meet or exceed guest satisfaction. Professional Experience High‑school graduate or equivalent and at least 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 and 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. Flexibility to work varied schedules. Excellent written and oral communication skills. Excellent organization skills. Physical ability to walk, sit, and stand during the scheduled shift. Ability to lift up to 40 lbs. Essential Skills Ability to manage and resolve disruptive circumstances effectively; express compassion while remaining composed; stay calm and focused under pressure. Engage guests in conversation and recognize 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 guests, anticipating their needs, and being proactive. Always represent the property positively; embrace and respect diversity and multicultural environments. Benefits RAM Hotels hires the best people and works extremely hard to provide benefits that make work‑life balance more enjoyable. As a leader in the hospitality industry, we promote advancement opportunities and offer eligible employees comprehensive health benefit packages for you and your family, vacation time, quarterly bonuses, 401(k), and other perks. Equal Employment Opportunity 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. #J-18808-Ljbffr