Revenue & Reservations Manager

Job description

DUTIES & RESPONSIBILITIES

1. Prepare and distribute daily, weekly, monthly, and annual rooms forecast.

2. Chair daily yield and weekly forecast meetings.

3. Set restrictions and review strategies to maximize revenue.

4. Analyze market share reports.

5. Create reports to support business decisions.

6. Monitor and maintain the Resort’s position as the market leader in the comp set.

7. Identify trends & offer recommendations toward increasing market share and RevPAR.

8. Maintain open communication with corporate revenue officers and GDS channels to ensure rate consistency.

9. Assist in the preparation of the annual room’s budget.

10. Work closely with Director of Sales and Director of Marketing on pricing and optimal thresholds, CRM processes, and other marketing activities.

11. Implement yield movement strategies and provide selling instruction to reservation agents and front office agents.

12. Analyze the effectiveness of promotional programs.

13. Report group trends and determine restrictions and group ceilings.

14. Ensure all electronic brochure information is updated and accurate.

15. Ensures all Resort information is accurately loaded on our website. Ensuring that available rates & room types are also sequenced in a logical order.

16. Facilitate the loading of all rates codes in Opera, SynXis, etc.

17. Review previous night's occupancy report and track for forecasting future business patterns.

18. Work closely with DOS, DOM, and the Director of Guest Experience in determining the percentage for overbooking.

19. Responsible for ensuring the Property Management System (Opera) and all directly related systems are configured in the best possible way at all times to enable all users to use the system to facilitate the smooth running of the Resort in terms of reservation input, revenue capture, and from a daily operational point of view.

20. Responsible for monitoring and taking appropriate action where necessary in the event of the system wildly deviating from the Resort management’s perception of the future unconstrained demand.

21. Responsible for ensuring all package elements are priced correctly and accurately configured, attached to the appropriate rate codes, and are working as intended in terms of package profit/package loss, accommodation tax, Resort fees, and service charge.

22. Evaluate incoming call requests and determine proper Reservation Office coverage.

23. Provide ongoing reports that demonstrate the effectiveness of the reservations department.

24. Review travel agent commissions.

25. Maintain department training and standards manual.

26. Monitor and ensure that all reservations (including manual) are input into the system.

27. Support and contribute to the maintenance of guest data collection.

28. Ensure guest history accounts are kept current.

29. Ensure advance deposits, refunds of such, and confirmation of both is processed.

30. Conduct a 1-2 week formal training program on the required job functions with criteria expected and department orientation with new hires.

31. Communicate VIP reservations to the General Manager and Heads of Department.

32. Review master file activity reports daily for accuracy of codes, rates, and guest information.

33. Monitor waitlist and determine the priority of guests to be contacted for room availability.

34. Implement a “pre-sell” process for all reservations placed to gain spa and restaurant revenues.

35. Compile reports on no-shows for future business forecasting.

36. Communicate room availability (particularly status changes on any date) to Reservations staff, Front Desk Manager, and Corporate Reservations Center.

37. Review any reservations erroneously taken during restricted dates with individual responsibility.

38. Ensure all rate codes are loaded and that confirmation letters remain accurate and include the correct rate details.

39. Assist Reservations staff whenever necessary in performing all job functions.

40. Interview, select, train, and counsel reservation staff on an ongoing basis.

41. Supervise, direct, coordinate, influence, and motivate staff in order to maintain the service standards of the hotel.

42. Interact in a courteous and professional manner with all guests, staff, and community members.

43. Carry out any other tasks deemed necessary by Management.

44. Fully knowledgeable in the Property Management System (PMS) both in terms of the back of system configuration and from a front of house operational point of view.

45. Fully knowledgeable in all related systems in particular Opera and SynXis.

46. Completion of financial forecasting and budget preparation in conjunction with the Director of Sales and Director of Marketing.

47. Has to be fully aware of the principles of yield management, display excellent financial acumen, and needs fully understand the balance of Occupancy versus rate equals REVPAR performance.

48. Motivator, team leader, innovative, proactive, revenue and customer-focused.

Desired profile

Qualifications :

QUALIFICATIONS AND REQUIREMENTS

1. Understanding: Ability to read, comprehend and carry out instructions according to established procedures

2. Comprehension: Fluent in the English language

3. Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks

4. Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s

5. Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled

6. Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations

7. High school graduate or equivalent vocational training certificate.

8. Compute basic arithmetic.

9. Fluency in English both verbally and non-verbally.

10. Provide legible communication and directions.

11. Some college or training in the Hospitality Industry.

12. Previous experience as a Reservation Agent.

13. Multi-lingual

14. Ability to suggestively sell.

15. Ability to input and access information in the property management system/computers.

16. Previous guest relations training.

COMPETENCIES

Ability to

1. Perform job functions with attention to detail, speed and accuracy.

2. Prioritize and organize.

3. Be a clear thinker, remaining calm and resolving problems using good judgment.

4. Follow directions thoroughly.

5. Understand guest’s service needs.

6. Work cohesively with co-workers as part of a team.

7. Work with minimal supervision.

8. Maintain confidentiality of guest information and pertinent hotel data.

PHYSICAL DEMANDS

1. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity;

2. Stand, sit, or walk for an extended period of time or for an entire work shift;

3. Reach overhead and below the knees, including bending, twisting, pulling, and stooping;

4. Remain in a stationary position for extended periods of time.

BRAND AMBASSADOR

1. Throughout the Resort we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us.

2. They are committed to and fully comprehend the idea of being of service;

3. They do not just delight guests, but excite them–by creating unique, unexpected & memorable experiences;

4. They are ambitious, vibrant and social/friendly individuals;

5. They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;

6. They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires;

7. They have personality and depth.

8. They have a desire and unyielding appetite for learning & knowledge—being in-the-know with what is happening in the city and around the world;

9. They are creative in areas like music, cinema, art, performance, fashion, design, tech and business;

10. They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease;

11. They are able to entertain guests in a compassionate, respectful and meaningful manner;

12. They are authentically themselves;

13. They want to play a role in constructing a kind and better world.