Reservations Manager & Revenue Analyst
Duties & Responsibilities
Reservations:
- Be responsible for accurate, timely and up to date bookings.
- Create and maintain an effective quality program to increase sales and deliver excellent customer service.
- Participate in peak times by helping the team take calls and adjust manning accordingly on an on-going basis.
- Develop partner relationships with OTAs, Agencies and Corporate accounts representative.
- Manage, train and provide on-going development to maintain a high quality, professional Reservations team.
- Conduct shift briefings to ensure hotel activities and operational requirements are known.
- Takes care of deposits and payments of all booking types.
- Train and ensure team swiftly respond to email enquiries so guest satisfaction is maintained.
- Ensure that arrival’s checks are completed in a timely manner and inconsistencies are investigated immediately.
- Double checks the receipt of online bookings and assures they have been entered in PMS accurately.
- Handle no-show disputes.
- Work ahead of Operational departments in a proactive way to ensure special requests are granted and finalized beforehand.
- Create and tweak an optimal upselling policy and review with colleagues monthly.
- Contribute to creating and upgrading departmental reporting and ensure it is delivered in a timely fashion.
- Possess and maintain a sound knowledge of our product and each outlet, and ensure your team is on the same level.
- Work closely with Front desk team to communicate VIP bookings, upgrades and inventory management.
- Oversee reservation administration, provide update to reservation systems, process all requests, manage inventory and recommend ways to maximize revenue.
- Ensure that the SOPs are adhered to when dealing with all guest enquiries throughout the booking process, during the stay / event and post-stay / event.
- Handle guest requests, compliments and complaints following company’s values and provide discrete and dedicated customer service.
- Personally, and frequently verify that guests are satisfied and liaise with management to escalade any relevant unresolved issue.
- Manage and ensure resolution of all guest issues and provide training to all new colleagues for all policies and procedures.
Revenue Analysis:
- Analyse historical and current data on room bookings, occupancy rates, and revenue performance.
- Utilise revenue management software and tools to extract meaningful insights.
- Identify trends, patterns, and opportunities for revenue optimization.
- Develop pricing strategies based on demand forecasts, market trends, and competitor analysis.
- Monitor competitor pricing and adjust pricing strategies accordingly to maintain competitiveness.
- Implement dynamic pricing models to maximize revenue potential.
- Assist the Director of Revenue Management to develop accurate demand forecasts.
- Assist in the preparation of annual revenue budgets and periodic revenue forecasts.
- Provide recommendations for adjusting strategies based on forecasted demand fluctuations.
- Monitor key performance indicators (KPIs) such as RevPAR (Revenue per Available Room), ADR (Average Daily Rate), and occupancy rates.
- Track the effectiveness of pricing and revenue management strategies.
- Generate regular reports to communicate performance metrics and insights to management.
- Implement tactical initiatives to drive revenue growth during periods of low demand or seasonality.
- Continuously evaluate and refine revenue management strategies based on performance feedback and market dynamics.
- Carry out any other reasonable duties and responsibilities as assigned.
Requirements:
- 3-5 years of experience as a Reservations Manager with interest in exploring into Revenue Management.
- Candidate preferably has a strong understanding of hotel distribution systems, and a diploma/degree in Hospitality Management, Business, or equivalent qualifications.
- Must exhibit excellent written and verbal communication, and problem-solving abilities.