AddressThis is an entry level management position. The position directs the Reservations department to establish systems and strategies to maximize
revenues. The position will assist in the development and implementation of the property’s yield strategies and direct the reservations process. The
position will also conduct primary and secondary research that will influence the Revenue Management Team’s strategic direction ensuring maximum
room revenue.
Essential Job Functions:
- Always treat guests with courtesy and respect in a variety of situations.
- Honesty & Integrity.
- To be mindful of the importance of personal hygiene and grooming.
- Adhere to hotel Health and Safety guidelines.
- Ability to work under pressure and in a fast paced environment.
· Revenue:
- Assisting the Revenue Management Team to prepare Daily, Weekly, and Monthly Reports.
- Learning and becoming proficient in Hyatt’s Revenue Management Tool Kit and Information Systems.
- Maintaining the property’s Revenue Management knowledge base.
- Assisting the Director of Revenue Management to maximize revenues by monitoring transient and group production, ensuring that an optimal guest mix is maintained.
- Assisting in the evaluation of group booking requests to ensure that the property is not displacing higher yielding revenue.
- Assisting in the critical analysis of the impact of the revenue management strategies implemented by the property.
- Create and Maintain Group and Transient booking links.
- Assisting in the monitoring/management of Prio and/or PRO (RMS).
- Assisting in the auditing of property’s position in the GDS and other distribution channels, ensuring that the property’s position is consistent with its Selling Strategies.
- Assisting the Revenue Director in analyzing events/trends that may impact the property’s revenues.
- Complete rate loading and implement yield strategies and restrictions.
- Conducting research that assesses the revenue management practices of the hotel’s primary competitors to ensure that opportunities to enhance the hotel’s revenues are not overlooked.
- Assisting the property’s Director of Revenue Management to forecast occupancy for staffing.
- Assisting the Director of Revenue in preparing for the weekly Revenue Strategy meeting.
- Assisting with the deployment of Revenue Management strategies and tactics through multiple distribution channels.
- Attending all company sponsored Revenue Management related training programs.
- Participating in Hyatt Revenue Management and E-Commerce conference calls.
- E-Commerce report preparation and analysis.
- Forecasting 21 day for staffing projections.
- Ensure Online Travel Agency sites are maintained and accurate.
- Ensure rate parity across all channels.
- Ensure and follow the digital marketing process for website changes, email blast requests and visibility, metasearch parity, geo-targeted and PPC rate deployment.
· Reservations:
- Work closely with Sales, Front Office Team and Central Reservation Office on ensuring selling strategies are clearly communicated.
- Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
- Oversee accurate input of Reservations into system (s).
- Maximize potential room revenue by following specified selling guidelines.
- Maintain a Wholesale restriction calendar, to be communicated regularly to partners.
- Monitor group blocks for cutoff dates and remaining rooms.
- Assist with Room Upsell merchandising;
- Enter guest reservations into the computer system timely, quickly and accurately segmenting reservations into the appropriate category.
- Perform operational and administrative duties in tandem with the Director of Revenue.
- Maintain a working knowledge of the Sales deployment and Front Office operations.
- Change and cancel reservations as guest requests.
- Refund noshows/late cancel fees/deposits as needed.
- Review group resumes to ensure accuracy in the computer system.
- Report rate resistance and price sensitivity to Director of Revenue.
- Troubleshoot system errors/glitches.
- Communicate packages and promotions to the appropriate operation teams.
- Communicate service and amenities of the hotel to guests.
- Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
- Maintain complete knowledge at all times of:
a. all hotel features/services, hours of operation.
b. hotel history and neighborhood knowledge.
c. all room types, numbers, layout, décor and location.
d. all room rates, special packages and promotions and programs for Travel agencies.
e. daily house count and expected arrivals/departures.
f. room availability status for any given day.
g. Participate on the weekly Revenue meeting
h. Attend to the daily departmental meeting as needed.
i. Ensure courteous, professional guest service by reservations staff consistent with company’s service standards.
j. Answer emails, send credit card authorizations and information in response to guests' requests.
Qualifications
Qualifications/Skills:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.
Essential:
1. Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
2. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
3. College degree in Hospitality Management with previous hotel internship and/or work experience in Reservations/Revenue.
4. Punctuality and regular and reliable attendance.
5. Ability to work flexible schedules to include AM, PM, Weekends & Holidays.
6. Interpersonal skills and the ability to work well with co-workers and the public.
Desirable:
1. One to two years’ previous hotel reservations experience.
2. Computer knowledge in Windows environment and previous experience with automated property management system.
3. Opera and Hyatt platforms
Essential Physical Abilities:
● Ability to stand, walk and/or sit and continuously perform essential job functions.
● Endure various physical movements throughout the work areas, such as reaching, bending and stooping.
● Remain in stationary position for a maximum eight hours (excluding meal and rest breaks) throughout work shift.
● Repetitive hand motion (typing) for extended periods of time.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
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