Reservations & Assistant Revenue Manager
Mandarin Oriental Hotel Group Limited
Marrakech, Morocco
il y a 1j
source : Tanqeeb

The Reservations & Assistant Revenue Manager will be responsible for :

managing the operations of the reservations department, answer questions and requests from customers regarding room availability, prices, information about the hotel and the M.

O. Group, record room reservations according to established procedures and following the Yield Management process. He / She will also assist our Director of Revenue in his responsabilities.

The following is a non-exhaustive list of communication / relationship tasks related to these responsibilities :

RESERVATION

  • To manage the reservations operations, including the communication Center, ensuring the hotel standards and procedures are fully known and followed
  • To ensure the all incoming and out going room reservation request are attended and handled as per the hotel standards and procedures
  • To attract guest and to enhance their loyalty FAN OF MO, providing a distinctive service through communication and sales skills, in order to improve the hotel’s image and to increase revenue
  • To recognize potential clients and to transmit information to the Sales Department
  • To recognize VIP guests and to apply the concerned policies
  • To maintain a good commercial relationship with all the bookers : Guest / companies / Agencies
  • To promote the MOHG FAN OF MO loyalty programs and the hotel promotions
  • To ensure the privacy of the guests and the confidentiality of the information is respected
  • Coordinate with sales and reservation team for all room bookings and provide training to all customer service coordinators and assist to resolve all issues
  • Oversee reservation administration and provide update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue
  • Ensure that reservation requests made by our customers are taken care of
  • In coordination with the various departments of the hotel, the Reservations Manager ensures that the conditions of the customers' stay are optimized in order to satisfy, and even anticipate, their expectations
  • He / she is responsible for updating customer profiles
  • Coordinate with the Sales Office and Group Coordination for room reservations made within the framework of a "Group" quota (pick-up...)
  • Communicate to the Front Office, F&B, and other departments information or special requests related to reservations
  • Responsible for the Reservations team and maintain a pleasant and productive work environment
  • REVENUE MANAGEMENT

    As an Assistant for the Revenue Management He / She will set and effectively communicate the hotel pricing strategy by market segment with reference to market intelligence, buying patterns and pre-determined seasonality.

    Further, the person will actively participate in the production of the hotel’s annual budget and assist in the creation, and will be responsible for ensuring available technology are fully utilized and understood according to the property specific business mix and requirements and to ensure optimal use.

    He / She will then measure performance on all distribution channels, to ensure that fair market share is well achieved.

    Key areas of responsibility in this field include :

  • To set and effectively communicate the hotel pricing strategy by market segment with reference to market intelligence, buying patterns and pre-determined seasonality
  • To prepare and chair a weekly Revenue Meeting
  • Collate and distribute meeting minutes of notes on forecast and strategy changes, including weekly action plan
  • Complete daily / weekly / monthly reporting responsibilities
  • Update and prepare analytical tools and reports in Excel
  • Execute pricing and restriction changes, manage rate and inventory availability
  • Reservation data cleaning and maintenance
  • Ensure correct rate loading and communication of new rates and packages to reservations, front office, accounting and other impacted departments
  • Content management on third party sites
  • Ensure systems health, checking of interfaces, and resolve errors and discrepancies
  • Conduct market research and monitor competitor rates
  • Handle Best Rate Promise claims and monitor rates across various channels to ensure rate parity
  • Assist in development of forecasts and budgets.
  • Work closely with the Sales Team in achieving the budget
  • What we are looking for :

  • Diploma or training in the hotel industry
  • Minimum 2 years’ experience in similar position in a 5* hotel
  • Excellent interpersonal skills and sense of collaboration
  • Very good communication and organization skills
  • Experience in team management
  • Exemplarity and ability to maintain a pleasant and collaborative work atmosphere
  • Very good knowledge of Yield Management techniques
  • Passionate about delivering the best possible service with the goal of customer satisfaction
  • Fluent in French and English - another language a plus
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