As the assistant general manager and revenue manager at the Ramada Columbus North/Polaris, Joyeux’s responsibilities include meeting the hotel monthly profit goals, analyzing data to recognize trends and make pricing and inventory management decisions as well as coming up with new ways to optimize revenue growth and profitability. “Moreover, I supervised the operations of the front office and manage all matters up to and including recruiting, hiring, training & coaching each associates.”
What is the most pressing challenge you’ve faced on the job in the last year? How did you resolve it?
About a few months back during a storm, the hotel experienced a power outage. Of course the hotel had a back-up generator, but it seems like luck was not on our side that evening and the generator failed to power on. Now imagine a sold-out hotel on a Friday evening. Nonetheless, my staff and I kept calm and informed each room about what just happened and how we intended to resolve it, followed by hand-delivered flashlights for each room and complimentary bottles of water. Later that evening, our engineering personnel managed to make it to the hotel and three or four hours later fixed the generator and powered it back on. The following morning we offered our sincerest apologies to all of our guests and even discounted a small portion of their stay for the inconvenience.