Revenue and Reservation Manager

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Key Responsibilities: Revenue Management:

Develop and implement strategies to maximize room revenue by monitoring occupancy, average daily rate (ADR), and revenue per available room (RevPAR).
Analyze market trends, competitor performance, and demand forecasts to adjust pricing and availability.
Work closely with the sales and marketing teams to create targeted promotions and offers to drive bookings.
Review daily, weekly, and monthly reports related to revenue, booking trends, and performance metrics.
Monitor and manage the distribution of rates and availability through online travel agents (OTAs), global distribution systems (GDS), and direct channels.
Assist in forecasting and budgeting revenue goals and adjusting strategies as needed.

Reservation Management:

Oversee the reservations team to ensure accurate and timely booking processes and proper guest handling.
Ensure that the reservations system (e.g., Opera, Fidelio) is up-to-date and all reservations are processed correctly, including group bookings and special requests.
Monitor booking patterns, cancellations, and no-shows, taking appropriate action to minimize losses.
Work with the Front Desk team to ensure smooth check-in/check-out procedures and room assignments.
Ensure that all reservation inquiries, changes, and cancellations are handled promptly and professionally.
Coordinate with the sales team to manage room blocks, group bookings, and corporate reservations.

Collaboration & Communication:

Work closely with the Front Office, Sales, Marketing, and Revenue teams to ensure smooth operations and that business objectives are met.
Communicate effectively with the hotel’s leadership team, providing regular updates on performance, occupancy, and revenue trends.
Provide training and support to the reservations team to ensure high standards of guest service and efficiency.
Collaborate with the hotel management team to develop and implement strategies for improving customer satisfaction, guest retention, and revenue growth.

Reporting & Analysis:

Prepare daily, weekly, and monthly revenue, occupancy, and reservation reports for management review.
Provide actionable insights and recommendations based on data analysis to improve booking strategies, pricing, and overall performance.
Monitor and evaluate the performance of the hotel’s distribution channels, recommending adjustments as necessary to optimize revenue.

Guest Experience & Customer Service:

Ensure that the reservations team maintains high levels of guest satisfaction by providing excellent customer service, responding to inquiries, and resolving issues promptly.
Oversee guest feedback related to booking and reservation issues, ensuring that appropriate action is taken to address concerns.
Monitor guest satisfaction levels, making improvements as needed to ensure an excellent guest experience.

Requirements: Education & Experience:

A degree or diploma in Hospitality Management, Business Administration, or a related field.
At least 3-5 years of experience in revenue management or reservations, preferably in a hotel environment.
Experience with hotel property management systems (PMS) like Opera Cloud, or similar systems.
Familiarity with online distribution channels (OTAs, GDS) and pricing strategies.

Skills:

Strong analytical skills with the ability to interpret data and make informed decisions.
Excellent communication skills, both written and verbal.
Exceptional organizational skills and attention to detail.
Strong problem-solving abilities, with the ability to adapt to changing business needs.
Proficient in Microsoft Office (Excel, Word, PowerPoint) and other revenue management tools.
Knowledge of revenue management and pricing strategies.
Experience in leading and training teams in a customer service-focused environment.

Personal Attributes:

Results-oriented with a strong drive to achieve revenue and occupancy goals.
Strong leadership skills with the ability to motivate and manage a team.
Customer-centric mindset with a passion for delivering excellent guest experiences.
Ability to work under pressure and in a fast-paced environment.

Working Conditions:

Full-time position with standard working hours, but flexibility may be required during peak periods or special events.
Opportunity for career growth within the Accor Group.

Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM8,000.00 per month

Benefits: