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Assistant Revenue Manager

Fujairah

Full job details

Recruiter
InterContinental Hotels & Resorts - Middle East & Africa
Posted
17/11/2016
Ref
FUJ000040
Location
Fujairah
Job Type
Sales & Marketing
Sector
Hotel
Job Level
Non-Management
 

At InterContinental
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries.  By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
world over.


At InterContinental Hotels & Resorts®      we want our guests to feel
special, cosmopolitan and In the Know which means we need you to:



  • Be charming by being
    approachable, having confidence and showing respect.
  • Stay in the moment by
    understanding and anticipating guests’ needs, being attentive and taking
    ownership of getting things done.
  • Make it memorable by being
    knowledgeable, sharing stories and showing your style to create moments that
    make people feel special.



JOB OVERVIEW:


To conduct vigilant and appropriate yield
management and influence other revenue generating departments. Contribute
towards revenue generation through effective management of the reservations
department. Able to effectively exercise impact, influence and collaboration
with colleagues on all levels in the organization, building strong working
relationships which ensure that all sections of the business are aligned to
support the agreed tactical and strategic approaches and objectives.


FINANCIAL RETURNS

  • Ensure the team is fully aware
    and comply with up selling techniques to maximize revenue
  • Provides technical support to
    Reservations and Front Office on up-selling and negotiating techniques
  • Load and maintain rates on
    both Holidex and Opera, manage PERFORM and extranets if needed
  • Fully aware of system recovery
    procedures (Interfaces between PMS & Holidex) and ensure that the team is
    fully aware of manual reservations in case of an unforeseen event of system
    break down or system maintenance
  • Track and establish pick up trends,
    occupancy history and market segment development to facilitate forecasting
  • Monitor competitor pricing, understands the
    dynamic of local market and the demand generators, and recommend appropriate
    actions.
  • Manages on daily basis hotel’s inventory and
    pricing in all channels (CRO, GDS and Internet). Ensure compliance with the
    Best Price Guarantee.
  • Prepares for weekly yield and revenue
    meeting with reports and suggestions to maximize revenue.
  • Using the tools provided (ie SBRP) and in
    compliance with the IHG standards, maintains, updates and shares information in
    the areas of a master calendar of external events, RevPar penetration (RGI),
    arrival and spending patterns of commercial accounts, denial reports, meeting
    space allocation, system contribution and trends in rooms and non-rooms
    revenues by channel, segment and account.
  • Guardian of SBRP. Ensure compliance with all
    SBRP rules and standard processes. Provide input to the annual budget process
    on all revenue aspects of the business. Provides medium-term revenue-based
    forecasts of required staffing levels to all departments.
  • Monitor and determine demand
    periods for function space, rooms and catering through an analysis of
    historical data and current bookings.  Tracking
    and analyzing of booking pace, group wash, cut off enforcement for groups as
    well as denied and regretted business.
  • Support selling strategies for
    all group proposals above 9 rooms on any one night
  • Manage use of revenue systems
    on a daily basis. This includes the responsibility for any manipulation of the
    yield hurdle points and daily inventory balancing where appropriate.
  • On an ongoing basis, control and analyze
    departmental costs to ensure performance against budget; implementing
    corrective measures where necessary to produce positive business results
  • Effectively manage staffing costs by
    preparing efficient work schedules in line with legal requirements

PEOPLE

  • Work within the company’s Human Resource
    Management System to ensure the departmental performance of staff is
    productive. Duties include:
  • Maintain a comprehensive,
    current and guest focused set of departmental standards and procedures and
    oversee their implementation
  • Ensure training needs
    analysis of your departmental staff is carried out and training programmes are
    designed and implemented to meet needs
  • Deliver training in
    coordination with the hotel training manager
  • Actively work at developing
    your direct reports and identify high potentials 
  • Maintain training records
    for all direct reports and ensure they do the same for their staff
  • Conduct probation and
    formal performance appraisal in line with company guidelines
  • Coach, counsel and
    discipline staff, providing constructive feedback to enhance performance
  • Approve leave requests after considering peaks and
    troughs in the business 
  • Regularly communicate with staff to maintain
    positive relationships 


GUEST EXPERIENCE

  • Ensure that reservation telephones are
    attended at all times during scheduled hours and the team is complying with the
    set standards of salutations and telephone etiquette
  • Ensure that quality of reservation is
    maintained in terms of guest details, rates, payment methods etc
  • Ensure that the minimum response time is
    maintained for all reservation requests,   as well as instantaneously updating those to PMS
  • Demonstrate service attributes in accordance
    with industry expectations and company standards including: 
    • Being attentive to Guests
    • Accurately and promptly
      fulfilling Guests requests
    • Anticipate Guests needs
    • Maintain a high level of
      knowledge which affects the Guest experience
    • Demonstrating a ‘service’
      attitude
    • Taking appropriate action
      to resolve guest complaints
    • Appreciate the dynamic
      nature of the Hotel industry and extend these service attributes to all
      internal customers
    • Review and update existing
      standards to ensure competitiveness

RESPONSIBLE BUSINESS

  • Comply with the Company’s Corporate Code of
    Conduct
  • Familiarise yourself with the company values
    and model desired behaviours
  • Perform tasks as directed by the Manager in
    pursuit of the achievement of business goals

ACCOUNTABILITY


Number of employees supervised, 3
reservation agents



Contribute to the overall strategic business plan. Keep
abreast of trends in your area and implement best practice initiatives. Assist
the Commercial Director to develop a competitive business plan for the area and
communicate this to the operational colleagues and staff. He/she is accountable for the Revenue target achievements.  





You need to have at least 1 year experience in a
similar role with a 5* hotel and be passionate about Revenue Management and its
implementation in all aspects of the business. You must be expert in
Reservations management, administration and best practices



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