Reservations & Revenue Manager - Acqualina Management, LLC

JOB OVERVIEW:

The Reservations and Revenue Manager is responsible for focusing on effective yield management to maximize revenue, maintaining high level of service. The Revenue Management will provide up to the minute information about the marketplace and how the resort should be positioned. If demand picks up, he/she will make recommendations for a pricing increase, a Minimum Length of Stay restriction, or closing off the property all together.  Maintains continuous communication with clients, Sales and Marketing, and Reservations team.

REPORTS TO: Vice President of Sales & Marketing

SUPERVISES: Reservations team and Revenue Analyst

WORK ENVIRONMENT:

Reservations Department

KEY RELATIONSHIPS:

Internal:                    Reservations Manager, Reservations Agents, Front Desk Agents, PBX Operators,  Sales and Marketing team, Housekeeping, Engineering, Food and Beverage; All Resort Managers, and Executive Offices.

External:                   Resort & Resident guests/visitors, the Owners, Corporate Reservations Center personnel, Travel and Tour Company representatives, other resorts.

QUALIFICATIONS

Essential:

• High school graduate.
• 2 -3 years experience as a Revenue Analyst.
• Fluency in English. Strong written, verbal and non-verbal communication.
• Must be proficient in MS, Excel, IDeaS RMS, and Springer Miller Software.
• Familiarity with yield management and forecasting.
• Ability to:
• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest/resident information and pertinent resort data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

Desirable:

• College degree.
• Fluency in a second language, preferably Spanish.
• Experience with MS PowerPoint and DataVision, Sales Force, Goggle Analytics, OTA Insight
• Previous experience in hospitality industry, preferably in a 4 or 5 star Hotel/Resort.

PHYSICAL ABILITIES

Essential:

1. 1. Exert physical effort in transporting 5 pounds to 20.
2. 2. Endure various physical movements throughout the work areas.
3. 3. Reach 12 inches.
4. 4. Remain in stationary position for 6-8 hours throughout work shift.
5. 5. Satisfactorily communicate with guests, management and co-workers to their understanding.

ESSENTIAL JOB FUNCTIONS 

• Maintain complete knowledge of and comply with all reservations departmental policies/service procedures/standards, to include Lease Agreements, serve as key contact for unit owners.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests/residents, however busy and whatever time of day.
• Maintain positive guest/resident relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge of:

• All resort facilities/services, hours of operation.
• All guest room layouts, bed types, décor, appointments, and locations.
• Room availability for any given day.
• Restricted dates, rates and room types.
• All room rates, packages and promotions.
• Specific arrangements between resort and travel agencies, corporate reservations center.
• Entertainment/special events scheduled in the resort.

• Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.).
• Suggest yield movement strategies and selling instruction to the sales and reservation agents and front office agents.
• Supervise Reservations Department activities and conduct 1:1 with team members weekly.
• Lead Rooms Revenue Meetings Weekly
• Report Revenue stats on weekly basis as well as Sub Market Pace.
• Develop solutions to facilitate forecasting process and improve forecast accuracy.
• Prepare and distribute weekly/monthly/annual forecasts.
• Maintain Monthly calls with LHW’s Director of Business Development to understand challenges and opportunities to the Miami Market.
• Provide suggestions to promote room categories based on Unit Usage Report.
• Audit rotation process every quarter to ensure unit owners receive incline in income.
• Analyze effectiveness of promotional programs. Create regular communications as required to promote any tactical offers together with S&M Team.
• Prepare NET rate analysis to ensure pricing strategy is in line with objectives.
• Communicate business trends, challenges and opportunities.
• Implement best practices for sales and reservations.
• Review STR Reports and Hotelligence results weekly, monthly and quarterly
• Ensure month end production reports to include LHW, GEO, Booking Engine, TA, Tour Operator, Group etc. are prepared on time.
• Become key operator for SMS, IDEAs/DataVision, SynXis, Navis, and CRM and source alternative options if needed.
• Assist with Trip Advisor Business Listing and Trip Connect, if needed.
• Ensure a fair lockout unit rotation system is in place.
• Improve electronic reservation experience and audit Acqualina’s online booking engine frequently.
• Serve as the key contact for content development on all OTA internet partnership websites/links as well as Leading Hotels Core Marketing Programs, Expedia, Bookings.com etc.
• Review Trip Advisor check rates and other sources of direct links to our website to ensure we are positioned with Best Available Rate and offering to consumer.
• Report group and tour operator trends and determine restrictions and allotment control.
• Work closely with the front office department on the delivery of all special requests and amenities.
• Provide on going reports that demonstrate the effectiveness of the reservations department.
• Assist in the development of reservation incentive programs.
• Ensure all HODs are up to date.
• Facilitate the loading of all rates including negotiated and promotional rates.
• Communicate all conversion results and booking window.
• Maintain Revenue Management SOPs.
• Respond to incoming calls.
• Access and ensure that Reservation Agents properly access all functions of Springer Miller system.
• Monitor group reservation activity daily and communicate status with Sales Department. 
• Ensure that group room blocks are released to general inventory after group's cut-off date or cancellation.
• Ensure that rooming lists are input into the system.
• Pre-block group rooms where special requests are made.
• Assist Reservations staff whenever necessary in performing all job functions.
• Communicate designated VIP reservations to the CEO, DOSM and GM and department managers.
• Review no-show reservations and process charges.  Track group no- show reservations and distribute to Sales Department.
• Compile reports on no-show for future business forecasting.
• Spot check accuracy of codes, rates and guest information.
• Audit Rate Codes and Group Rate Plans.
• Communicate room availability (particularly status changes on any date) to Reservations staff and Front Office Manager.
• Review any reservations erroneously taken during restricted dates with individual responsible.
• Monitor wait list and determine priority of guests to be contacted for room availability.
• Monitor system problems, maintain log of such and coordinate corrections with the service company representative.
• Assist with preparation of daily room revenue budget on annual basis.
• Prepare monthly financial room stats commentary.
• Prepare work orders for maintenance repairs and distribute to Engineering.
• Accept Additional Duties as needed.

SECONDARY JOB FUNCTIONS

• Assist in Front Desk areas as assigned.
• Attend weekly departmental and other mandatory meetings.
• Participate in daily Huddles.