Reservation And Revenue Manager

The Reservation and Revenue Manager will oversee all reservation operations and revenue management strategies to maximize profitability and optimize operational efficiency. The role involves a combination of reservation management, revenue optimization, team coordination, and data analysis. The successful candidate will ensure exceptional guest service, maintain effective systems for bookings, and work strategically to drive revenue growth across all properties.

Key Responsibilities:

1. Reservation Management:

• Daily Reservations: Review upcoming arrivals, departures, and in-house guests, ensuring no discrepancies or double bookings.
• Special Requests: Confirm and accommodate special requests (e.g., accessibility, adjoining rooms) in the reservation system.
• Group Bookings: Verify group blocks, ensuring room assignments and payment terms are up-to-date.
• Overbooking Management: Assess potential overbooking situations and communicate alternative arrangements to guests.

2. Staff Coordination and Training:

• Daily Briefing: Conduct a daily team briefing to review priorities, special requests, VIPs, and any critical issues.
• Task Allocation: Delegate specific tasks such as handling group reservations, VIP handling, and special accommodations.
• Training: Provide ongoing training on booking systems, upselling techniques, and customer service best practices.
• Quality Assurance: Regularly audit reservation calls and emails for accuracy and professionalism.

3. Systems and Technology:

• System Updates: Ensure all reservation systems (PMS, CRM, GDS) are updated and fully operational.
• Channel Management: Confirm rates and availability on all booking channels (OTA, brand website, direct bookings).
• System Downtime: Establish procedures for handling system downtimes or errors.

4. Revenue Management:

• Rate & Inventory Checks: Verify correct pricing and inventory for each room category.
• Promotion Management: Apply and monitor active promotions or discounts as directed by revenue management.
• Rate Parity: Ensure rate parity across all distribution channels and adjust discrepancies as needed.
• Forecasting: Review occupancy and booking patterns to forecast demand and adjust inventory or pricing as necessary.

5. Guest Relations:

• VIP & Loyalty Guests: Ensure VIP rooms, amenities, and welcome messages are ready for arrival.
• Complaint Handling: Address any guest complaints stemming from reservations or pre-arrival communications.
• Pre-Arrival Outreach: Ensure guests with upcoming stays receive pre-arrival messages or calls as required.

6. Financial and Documentation Tasks:

• Billing Accuracy: Verify billing instructions for prepaid, corporate, and third-party bookings.
• Deposit & Cancellation Policies: Ensure deposit payments and cancellations are handled as per policy.
• Reports: Generate daily, weekly, or monthly reports detailing reservation metrics, occupancy, and booking sources.

7. Communication and Reporting:

• Liaison with Departments: Coordinate with Front Office, Housekeeping, and Sales to ensure smooth operations.
• Shift Handover: Document and communicate unresolved issues for the next shift supervisor.
• Reporting to Management: Provide regular reports to management regarding booking status, cancellations, and occupancy forecasts.

8. Continuous Improvement:

• Process Optimization: Identify bottlenecks in reservations handling and propose process improvements.
• Monitor Competitor Trends: Stay updated on competitor pricing and occupancy trends.
• Customer Feedback: Analyze feedback to improve the guest experience or reservation process.

Revenue Management Responsibilities:

• Revenue Management Strategy: Develop and implement strategies that align with the hotels business objectives and market conditions.
• Inventory Management: Manage the hotel’s inventory, including room rates, packages, and promotions.
• Pricing Optimization: Adjust room rates based on demand, seasonality, and competitive pricing.
• Channel Management: Oversee distribution channels and optimize the channel mix for maximum revenue.
• Performance Analysis: Track and analyze the performance of individual properties, identifying areas for improvement.
• Technology Implementation: Keep up with new technologies and tools in revenue management, ensuring they are leveraged to improve performance.
• Website Management: Manage hotel website for revenue and investor updates, including uploading trends, listings, and investor-related documents.

Desired Candidate Profile:

• Experience: 4-7 years in Revenue Management or a related field within the hospitality industry.
• Education: Bachelor’s degree in Hospitality Management (BHM) or equivalent; knowledge of BHMCT is a plus.
• Skills:
• Strong analytical skills and ability to interpret data insights from various PMS and booking systems.
• Proficiency in revenue management tools, PMS, and GDS systems.
• Excellent communication skills and ability to collaborate with cross-functional teams, including operations, sales, and marketing.
• Strong problem-solving and decision-making abilities.

Additional Skills & Competencies:

• Ability to handle high-pressure situations and make data-driven decisions in real-time.
• Strong attention to detail and organizational skills.
• A proactive approach to identifying revenue opportunities and solving operational challenges.