Job Description For Hotel Revenue / Channel Manager

POSITION TITLE: ­ REVENUE MANAGER

REPORTS: ACCOMMODATIONS  MANAGER / DIRECTOR

POSITION SUMMARY:

Revenue Manager is responsible for both strategic and tactical initiatives related to revenue maximization. As a member of the Revenue Management Department, you will have the opportunity to set strategic direction, determine pricing, create promotions, and explore new distribution opportunities.

You will own the implementation of a business plan and product strategy. You will have exposure to senior management and work closely with Sales, Marketing, Trade Support and Services and Reservations.

DUTIES AND RESPONSIBILITIES:

1. Manage and maintain group and transient inventory controls
2. Develop, monitor, and adjust sales and pricing strategies
3. Provide critical analysis of strategies, room's statistics and demand factors
4. Conduct competitive and demand analysis
5. Maintain distribution channel data integrity.
6. Excellent interpersonal and communication skills and the ability to work well with co-workers and the public.
7. Attention to detail and organizational skills are a must.
8. Strong time management skills and ability to prioritize work.
9. Strong Microsoft Office skills, specifically Excel.
10. Independently implements appropriate hotel inventory distribution strategy; maintains accurate rates and inventory allotments in the IDS/GDS/CRO and property PMS in a timely manner to promote rate parity throughout all booking channels.
11. Develops near and long term top-line rooms revenue hotel forecasts upon request from the Regional Director of Revenue Management.
12. Loads all preferred, consortia and promotional rates in GDS and PMS
13. Spearheads troubleshooting and resolution of any GDS rate loading issues as they occur.
14. Analyzes independently and determines whether hotel is effectively marketing itself across electronic distribution channels.
15. Participate and prepare rolling forecast and annual budget for each property using PMS, Delphi, Redx, IDeaS and forecasting tools RevTOOLS.
16. Ensure that all rooms statistics reports, including the Financial statement, and any other related reports are accurate and consistent
17. Ensure that all revenue management related systems are maintained including Opera/Fidelio/Protel, Redx/Synxis/ IDeaS, Electronic channels, GDS, and Delphi.
18. Support the NSA at the property level to complete the monthly audit in making sure that the Delphi / IDeaS system is being utilized effectively.
19. Attend Weekly Sales Meeting to maintain communication of strategies and need periods.
20. In general, perform any other duties might requested by Front Office Manager or Room Division Manager.
21. Perform revenue management service for a select group of hotels. 
22. Manage all aspects of rate & inventory management as outlined in the services contract.  
23. Lead a team of Revenue assistants, providing direction on revenue management best practices, PMS/CRS/External Yield systems best practices, third party channel best practices.
24. Creates and manages the training program of new hires to the revenue management team. 
25. Prepare training materials, training schedules, and systems training for the team members.

Job Description For Reservation Manager

POSITION TITLE :­ RESERVATION MANAGER

REPORTS : FRONT OFFICE MANAGER

POSITION SUMMARY :

Supervising General Job Performance of reservation staff implementing of policies and procedures under guidance of Front Office Manager, training, responsible and perform any other duties might requested by Front Office Manager or Room Division Manager.

DUTIES AND RESPONSIBILITIES :

1. Having knowledge of entire Reservation Procedure according to International Hotel manual system.
2. Responsible for Hotel and Local Reservations and Reservation - Links to Best Western World Wide.
3. Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.
4. Allocate daily tasks to Reservations staff .
5. Review reservation booked daily.
6. Review arrival report daily.
7. Responsible for preparation of occupancy forecast.
8. Responsible for training staff.
9. Responsible for implementation of policies and procedures.
10. Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
11. Liase with Sales Department in regards to occupancy, Rates Reservation's Analysis.
12. Identify Top Producing Accounts ensure proper recognition by Reservation staff
13. Responsible for various Production reports and supply to each department concerned.
14. Monitoring Telephone Manner and general performance of reservations staff daily.
15. Ensure special handling of repeats guest and very VIP guest.
16. Review room blocking for Long Stay. Suites and special group request.
17. Supervising of Group Reservations.
18. Maintain cordial relations with commercial clients.
19. Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
20. Responsible for work schedule
21. Responsible for maintaining a Neat and Orderly position at all times.

In general, perform any other duties might requested by Front Office Manager or Room Division Manager.

Experience : Minimum 3 years experience as Reservation supervisor or Asst. Manager on a reputed hotel.Graduation from an accredited college or university in an appropriate curriculum and considerable experience related to this class of work including some supervisory experience; or any equivalent combination of training and experience.

Job Description For Reservation Agent

JOB DESCRIPTION: RESERVATION AGENT

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by mail, telephone, telex, cable, fax, or through a central reservation system. Creates and maintains reservation records-usually by date of arrival and alphabetical listing prepares letters of confirmation and promptly processes any cancellations and modifications.

Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits.

Knows the type of rooms the hotel has as well as their location and layout. Knows of all hotel packages plans-meaning status, rates, and benefits. Update availability of all distribution channels like GDS, OTA and Web booking systems.

DUTIES AND RESPONSIBILITIES:

1. Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral.
2. Processes reservations from the sales office, other hotel departments, and travel agents.
3. Knows the type of rooms available as well as their location and layout.
4. Knows the selling status, rates, and benefits of all packages plans.
5. Knows the credit policy of the hotel and how to code each reservation.
6. Creates and maintains reservation records by date of arrival and alphabetical listing.
7. Determines room rates based on the selling tactics of the hotel.
8. Prepares letters of confirmation.
9. Communicates reservation information to the front desk.
10. Processes cancellations and modifications and promptly relays this information to the front desk.
11. Understands the hotel's policy on guaranteed reservations and no-shows.
12. Processes advance deposits on reservations.
13. Tracks future room availability on the basis of reservations.
14. Helps develop room revenue and occupancy forecasts.
15. Prepares expected arrival list for front office use.
16. Assists in preregistration activities when appropriate.
17. Monitors advances deposit requirements.
18. Handles daily correspondence. Responds to inquires and makes reservations as needed.
19. Makes sure that files are kept up to date.
20. Maintains a clean and neat appearance and work area at all times.
21. Promotes goodwill by beings courteous, friendly, and helpful to guests, mangers, and fellow employees.
22. Walk around with the client and ensuring that they secure whatever services they are in need of.
23. Getting information about areas of interest in order to target more clients in particular seasons.
24. Making arrangements for clients travel programs.
25. To be aware of all front office procedures and assist with reception duties when required.
26. To be fully aware of and adhere to health and safety, fire and bomb threat procedures.
27. Willing to undertake any reasonable request made by management in any other areas of the house.
28. Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the hotel website.
29. Configuring rates on the hotels property management system.

PREREQUISITES:

Education:

High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience:

Previous hotel-related experience desired. Experience in Hotel softwares and their functionality.

Job Description For Hotel Telephone Operator

JOB TITLE: HOTEL TELEPHONE OPERATOR

REPORTS TO: Front Office Manager

POSITION SUMMARY:

Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. Answers incoming calls and directs them to guest rooms through the telephone console or to hotel personnel or departments.

Takes and distributes messages for guests, provides information on guest services, and answers inquires about public hotel events. Provides a paging service for hotel guests and employees. Process guest wake-up calls.

DUTIES AND RESPONSIBILITIES:

1. Answers incoming calls.
2. Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
3. Places outgoing calls.
4. Receives guest messages and deliver the same to the guest.
5. Logs all wake-up call requests and performs wake-up call services.
6. Provides information about hotel services to guests.
7. Understand the telephone operator board or PBX switchboard operations.
8. Provides paging services for hotel guests and employees.
9. Knows what action to take when an emergency call is required.
10. Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
11. Assists in reporting telephone equipment or service complaints and problems.
12. Trains or assists wit training new telephone operators in performance of job duties.
13. To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
14. Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well.
15. Must be polite and courteous while answering the phone.
16. Open and close telephone functionality on the hotel front office software.
17. Keep records of calls placed and received by all departments and recording the call charges.
18. Setup conference calls in different locations and time zones.
19. Update directory information on the front office software.
20. Provide relay service for hearing-impaired guests.
21. Following telephone etiquette.

PREREQUISITES:

Education: High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.

Experience: Previous hotel-related experience desired. Knowledge of centralized telephone systems. Skills in the operation of telephone equipment. Skills in dealing deplomatically with the public under stressful conditions. Knowledge of personal computers and methods of updating databases.