Other (Customer Service & Call Centre) - H on Mitchell

Position: Assistant Manager 

Position Overview

The Assistant Manager at H on Mitchell Apartment Hotel will work closely with the General Manager to oversee the day-to-day operations of the hotel, ensuring a smooth and efficient operation. This role involves managing staff, maintaining service standards, and ensuring guest satisfaction while contributing to the profitability and growth of the hotel.

Key Responsibilities

1. Operational Management

-     Assist the General Manager in daily hotel operations, including front office, housekeeping, food and beverage, and maintenance departments.

-     Monitor the performance of each department and ensure that operations align with hotel standards and guest expectations.

-     Ensure that all operational policies and procedures are adhered to by the staff.

-     Manage shifts, ensuring all areas of the hotel operate efficiently and according to established guidelines.

2. Staff Supervision and Development

-     Assist in the recruitment, training, and management of hotel staff, ensuring a positive and productive work environment.

-     Lead by example in customer service excellence and operational standards.

-     Conduct regular staff meetings and performance reviews, providing constructive feedback and opportunities for staff development.

3. Guest Relations

-     Ensure a high level of guest satisfaction by addressing any issues, concerns, or requests in a timely and professional manner.

-     Handle guest complaints and resolve issues to ensure repeat business and positive reviews.

-     Monitor guest feedback through various channels (reviews, surveys, direct interaction) and implement improvements based on feedback.

4. Financial Management

-     Assist with the management of hotel budgets, controlling operational costs, and maximizing revenue.

-     Monitor occupancy, pricing, and revenue management to ensure profitability.

-     Support the General Manager in managing the hotel's financial reporting, including reviewing daily revenue reports, controlling expenses, and ensuring that targets are met.

5. Health & Safety

-     Ensure that all health and safety regulations are strictly adhered to, including COVID-19 protocols and workplace safety guidelines.

-     Conduct regular safety audits and maintain the cleanliness and safety of all hotel areas.

6. Sales & Marketing Support

-     Collaborate with the General Manager and marketing team to develop and implement promotional activities and packages.

-     Assist in maintaining positive relationships with local businesses, travel agencies, and suppliers to drive sales and maintain the hotel’s reputation in the local market.

7. Problem Solving and Decision Making

-     Act as the first point of contact for all operational issues when the General Manager is unavailable.

-     Make decisions in real-time, balancing the need to resolve issues with guest satisfaction and operational efficiency.

Qualifications and Skills

Education: Diploma or degree in Hospitality Management, Business Administration, or a related field is preferred. 

Experience: Minimum of 2-3 years in a supervisory or management role within the hospitality industry, with experience in hotel operations. 

Skills:

-     Strong leadership and interpersonal skills, with the ability to motivate and manage a team.

-     Excellent communication skills, both written and verbal.

-     Exceptional organizational and time-management skills.

-     Proficiency in hotel management software (PMS systems) and general office software (MS Office).

-     Ability to handle stressful situations with professionalism and calm.

-     Customer-focused with a strong attention to detail.

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Position: Hotel Duty Manager 

Key Responsibilities

1. Operational Oversight

-     Oversee the hotel’s operations during assigned shifts, ensuring that all departments are functioning efficiently and in alignment with the hotel’s service standards. 

-     Serve as the point of contact for any operational issues that arise, addressing and resolving problems in real-time. 

-     Ensure smooth coordination between front office, housekeeping, food and beverage, and maintenance teams to guarantee a high level of guest service and satisfaction. 

-     Monitor and manage lobby traffic, guest inquiries, and overall hotel atmosphere during peak periods.

2. Guest Relations

-     Act as the primary contact for guest inquiries, complaints, and requests, providing solutions to ensure guest satisfaction. 

-     Handle escalated guest issues and complaints with professionalism and promptness, ensuring timely resolution. 

-     Welcome VIP guests and ensure special treatment for regular or important guests. 

-     Review guest feedback and collaborate with relevant departments to implement improvements based on guest comments and concerns.

3. Emergency Management

-     Be responsible for managing and coordinating emergency procedures during your shift, including fire alarms, guest evacuations, or medical emergencies. 

-     Ensure that all staff members are aware of safety protocols and know their roles in case of an emergency. 

-     Act as the main point of contact for local authorities in case of incidents requiring external intervention (e.g., police, medical teams).

4. Staff Supervision & Support

-     Provide leadership and support to staff members across all departments, ensuring smooth operations and addressing any concerns or issues. 

-     Conduct regular walkthroughs of the hotel to monitor staff performance and ensure cleanliness, guest safety, and high service standards are being maintained. 

-     Assist with staff training, ensuring that all employees are aware of hotel policies and guest service expectations. 

-     Step in to assist front office, housekeeping, and other departments when needed to maintain guest service during busy periods.

5. Financial Responsibility

-     Ensure that daily financial transactions, including guest check-ins, check-outs, payments, and billing, are completed accurately and in line with hotel policies. 

-     Conduct cash handling procedures and reconcile end-of-shift balances when required. 

-     Monitor and control daily operational costs, making adjustments as necessary to meet budgetary goals. 

-     Report on any discrepancies or financial issues that arise during shifts.

6. Health & Safety

-     Ensure that all health, safety, and hygiene regulations are adhered to by staff throughout the hotel. 

-     Conduct regular inspections to maintain cleanliness and safety in guest rooms, public areas, and back-of-house spaces. 

-     Enforce compliance with COVID-19 protocols (if applicable) and other health and safety guidelines set by the hotel or local authorities.

7. Communication & Reporting

-     Ensure effective communication between different shifts by passing on important information to other managers and team members. 

-     Prepare and submit shift reports to the General Manager, highlighting any operational, guest, or staff-related issues that occurred during the shift. 

-     Maintain a log of guest complaints, incidents, and maintenance requests to ensure they are resolved in a timely manner.

8. Problem Solving & Decision Making

-     Make quick and informed decisions in the absence of the General Manager to address guest concerns, staffing issues, or operational challenges. 

-     Analyze and resolve operational problems that may arise during the shift, balancing guest satisfaction and operational efficiency. 

-     Implement corrective actions for recurring operational issues in coordination with department heads.

Qualifications and Skills

- Education: Diploma or degree in Hospitality Management, Business, or a related field is preferred. 

- Experience:Minimum of 2-3 years of experience in hotel operations, preferably with some supervisory or management experience. 

- Skills:

-     Strong leadership and decision-making abilities, with a hands-on approach to managing hotel operations. 

-     Excellent interpersonal and communication skills, with the ability to interact effectively with guests, staff, and external parties. 

-     Problem-solving skills and the ability to remain calm under pressure. 

-     Proficiency in hotel property management systems (PMS) and general office software (MS Office). 

-     Strong organizational skills and attention to detail. 

-     Knowledge of health, safety, and hygiene regulations within a hospitality setting.

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Position: Front Office Manager 

Position Overview

The Front Office Manager is responsible for overseeing the front desk operations, ensuring a welcoming and efficient check-in/check-out process, managing guest services, and supervising the front office staff. This role plays a critical part in ensuring that guests have a seamless and enjoyable experience from arrival to departure. The Front Office Manager will collaborate with various departments to ensure guest satisfaction and uphold the hotel's standards.

Key Responsibilities

1. Front Desk Operations

-     Oversee all aspects of the front desk, ensuring smooth check-ins, check-outs, and guest inquiries. 

-     Manage room assignments, reservations, and the availability of rooms to ensure efficient service. 

-     Ensure that all transactions, including payments, are processed accurately and in line with hotel policies.

2. Team Management

-     Lead and manage the front office team, including receptionists, night auditors, and guest services staff. 

-     Ensure that the team is trained in hotel procedures, guest service standards, and relevant technology. 

-     Schedule shifts to ensure proper coverage and handle any staffing issues or adjustments. 

-     Conduct regular team meetings to keep staff updated on hotel policies, promotions, and procedures. 

3. Guest Relations

-     Act as the primary point of contact for guest concerns, inquiries, and special requests, ensuring swift and satisfactory resolution. 

-     Handle VIP guest check-ins and ensure special treatment for important or regular guests. 

-     Monitor guest feedback through review platforms, surveys, and direct interactions, implementing corrective measures when necessary. 

4. Communication & Coordination

-     Coordinate with housekeeping, maintenance, and other departments to ensure rooms are ready for guest arrivals and that guest needs are met. 

-     Liaise with the sales and marketing teams to implement promotions and special offers, ensuring front desk staff is aware and able to promote these to guests. 

-     Communicate with guests before arrival to confirm reservations, special requests, and other details to personalize their stay.

5. Revenue Management Support

-     Support the General Manager and revenue team in maximizing room occupancy and revenue through effective front desk operations. 

-     Implement upselling techniques to improve overall revenue (e.g., offering room upgrades, extra services). 

-     Monitor the booking patterns and room availability, adjusting rates and availability as needed.

6. Reporting & Financial Accountability

-     Prepare and review daily financial reports related to the front office, ensuring all transactions are accurate. 

-     Manage the front desk’s budget, tracking expenses and minimizing costs without compromising service quality. 

-     Provide regular reports on front desk performance, occupancy, and guest feedback to the General Manager.

7. Technology & Systems Management 

-     Manage the hotel’s property management system (PMS) and ensure all front desk staff are proficient in its use. 

-     Address any system-related issues, working with IT support as necessary. 

-     Ensure accurate data entry in all systems to maintain up-to-date guest profiles, reservations, and billing information.

8. Training & Development

-     Develop and implement training programs for new hires and ongoing development for existing front office staff. 

-     Ensure all team members are up to date with hotel policies, safety regulations, and customer service best practices. 

-     Identify areas for improvement and implement strategies to enhance guest service and staff performance.

Qualifications and Skills

Education: Diploma or degree in Hospitality Management or a related field is preferred. 

Experience: Minimum of 2 years of experience in front office operations within a hotel environment, with supervisory or managerial experience being a strong asset. 

Skills: 

-     Strong leadership and communication skills, with the ability to manage and motivate a team. 

-     Excellent problem-solving and decision-making abilities. 

-     Proficiency in hotel property management systems (PMS) and other front office-related technology. 

-     Ability to multitask in a fast-paced environment while maintaining a high level of attention to detail. 

-     Outstanding customer service skills, with a passion for delivering a positive guest experience. 

-     Fluent in English (additional languages are a plus). 

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Position: Housekeeping Supervisor 

Position Overview

Position Overview

The Housekeeping Supervisor at H on Mitchell Apartment Hotel is responsible for overseeing and coordinating the daily housekeeping operations to ensure that the highest standards of cleanliness and guest satisfaction are maintained. This role involves supervising the housekeeping staff, inspecting rooms and public areas, and ensuring that all housekeeping tasks are completed efficiently and in line with hotel standards. The Housekeeping Supervisor will play a key role in training staff, managing inventory, and addressing guest concerns related to cleanliness and housekeeping services.

Key Responsibilities

1. Supervision of Housekeeping Operations 

-     Oversee daily housekeeping activities, ensuring all guest rooms, public areas, and back-of-house spaces are cleaned and maintained to high standards. 

-     Assign tasks and areas to the housekeeping team, ensuring that the daily workload is evenly distributed and efficiently managed. 

-     Inspect guest rooms, corridors, and public areas to ensure cleanliness, presentation, and functionality, addressing any deficiencies or issues promptly. 

-     Ensure compliance with hotel policies and procedures, including health, safety, and hygiene standards.

2. Staff Management & Training

-     Supervise and support housekeeping staff, providing guidance, feedback, and on-the-job training as necessary. 

-     Assist in the recruitment, onboarding, and ongoing training of housekeeping team members to maintain high standards of performance and service. 

-     Conduct performance evaluations, provide constructive feedback, and address any performance-related issues in collaboration with the Executive Housekeeper or General Manager.

3. Inventory & Supplies Management

-     Monitor the usage of cleaning supplies, linens, and guest amenities, ensuring that stock levels are maintained and replenished as needed. 

-     Conduct regular inventories of housekeeping supplies and coordinate with the procurement team to place orders in a timely manner. 

-     Ensure that all housekeeping equipment is in good working condition, coordinating repairs or replacements when necessary.

4. Guest Service & Relations 

-     Respond to guest requests and inquiries regarding housekeeping services, ensuring prompt and courteous service at all times. 

-     Address and resolve any guest complaints related to room cleanliness or housekeeping services, ensuring guest satisfaction and retention. 

-     Collaborate with the front office and maintenance teams to accommodate special guest requests or room maintenance issues.

5. Quality Control

-     Conduct routine inspections of guest rooms and public areas to ensure that cleaning procedures meet the hotel's standards. 

-     Implement and maintain a quality assurance system to ensure consistency in cleanliness and presentation. 

-     Report any maintenance issues or damages discovered during inspections to the maintenance team for immediate action.

6. Health & Safety Compliance

-     Ensure that all housekeeping staff follow proper health and safety protocols, including the correct use of cleaning chemicals and equipment. 

-     Maintain cleanliness and hygiene standards in line with local regulations and hotel policies, including COVID-19 sanitation protocols if applicable. 

-     Conduct regular safety briefings and training sessions to keep the housekeeping team informed of best practices and safety guidelines.

7. Team Coordination & Communication 

-     Collaborate with other departments, particularly front office and maintenance, to ensure that rooms are prepared and available for guest check-in on time. 

-     Communicate effectively with the housekeeping team, providing daily briefings, updates on hotel occupancy, and any special tasks or priorities. 

-     Maintain accurate records of housekeeping activities, including room status, cleaning schedules, and staff attendance.

Qualifications and Skills

Education: Diploma or certification in Hospitality, Housekeeping, or a related field is preferred. 

Experience: Minimum of 2-3 years of experience in housekeeping within a hotel environment, with at least 1 year in a supervisory role. 

Skills:

-     Strong leadership and team management abilities. 

-     Excellent attention to detail and a commitment to maintaining high standards of cleanliness and presentation. 

-     Good communication and interpersonal skills, with the ability to interact professionally with guests and staff. 

-     Ability to manage time effectively and handle multiple tasks in a fast-paced environment. 

-     Knowledge of housekeeping procedures, cleaning products, and safety protocols. 

-     Proficiency in using hotel property management systems and other relevant software is an asset.

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Position: Night Auditor 

Position Overview

The Night Auditor at H on Mitchell Apartment Hotel is responsible for overseeing the hotel’s front desk operations during the night shift, processing guest transactions, handling late check-ins and check-outs, and performing end-of-day financial reporting. The role ensures the safety and security of guests, while providing excellent customer service and efficiently resolving any guest concerns or issues during overnight hours. The Night Auditor plays a crucial role in balancing financial records, auditing daily income, and preparing reports for management.

Key Responsibilities

1. Front Desk Operations

-     Manage the front desk during overnight hours, ensuring smooth operations, including handling late check-ins, early check-outs, and guest inquiries. 

-     Process guest payments, handle cash, and ensure that all transactions are accurately recorded in the hotel’s property management system (PMS). 

-     Assist with any guest requests or complaints, providing prompt and courteous service to resolve issues as efficiently as possible. 

-     Ensure that all guest service standards are upheld throughout the night, including answering phone calls and emails.

2. Night Auditing & Reporting

-     Perform nightly audits of all financial transactions for the day, including room charges, restaurant sales, and other hotel services. 

-     Reconcile daily revenue, balance accounts, and generate accurate financial reports to be presented to hotel management. 

-     Verify the accuracy of guest folios, ensuring that all charges are posted correctly and discrepancies are resolved. 

-     Prepare and submit end-of-day financial reports, ensuring all figures balance and are supported by proper documentation.

3. Safety & Security

-     Monitor the security of the hotel during the night shift, ensuring the safety and comfort of guests and staff. 

-     Perform regular patrols of the hotel’s public areas and corridors to ensure safety standards are being maintained. 

-     Act as the point of contact for any emergency situations, coordinating with local authorities if necessary and following proper safety procedures. 

-     Ensure all entrances are secure and access to the hotel is limited to authorized personnel or guests during the night.

4. Guest Service & Relations

-     Provide excellent guest service during the night shift by assisting with inquiries, managing special requests, and addressing any issues that arise. 

-     Assist guests with wake-up calls, luggage storage, and any other services required during the night. 

-     Offer information about the hotel’s services, local attractions, and directions as needed to enhance the guest experience. 

-     Address any complaints or service-related issues promptly and effectively, escalating concerns to the management team if necessary.

5. Reservations & Bookings

-     Assist with managing last-minute or walk-in reservations, ensuring that guest information is correctly entered into the system and rooms are assigned appropriately. 

-     Review and update room availability for the next day, ensuring that reservations are accurate and prepared for the morning shift. 

-     Handle cancellations or changes to bookings as required, ensuring that all guest preferences are honored.

6. Administrative Tasks

-     Perform administrative duties such as preparing shift handover notes, updating guest records, and ensuring accurate room status updates. 

-     Maintain accurate logs of any incidents, guest requests, or irregular activities that occur during the night shift. 

-     Coordinate with housekeeping and maintenance teams to ensure that any urgent requests or repairs are addressed promptly. 

-     Prepare the front desk for the morning shift, ensuring all tasks are completed and the front office is well-organized for the next day’s operations.

Qualifications and Skills

Education: High school diploma or equivalent; additional training or certification in hospitality or accounting is an advantage. 

Experience: Previous experience in a night audit, front desk, or financial role within the hospitality industry is preferred. 

Skills:

-     Strong numerical and analytical skills, with the ability to handle financial transactions accurately. 

-     Excellent attention to detail and organizational skills. 

-     Ability to work independently during overnight hours and make sound decisions under pressure. 

-     Proficiency in using hotel property management systems (PMS) and financial reporting software. 

-     Good communication and customer service skills, with a professional and courteous attitude. 

-     Knowledge of hotel safety and security protocols.

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Position Title: Receptionist   

Position Overview

The Receptionist is the first point of contact for guests at H on Mitchell Apartment Hotel, providing a welcoming and efficient check-in/check-out experience. This role is responsible for handling guest inquiries, managing bookings, processing payments, and ensuring that guest needs are met throughout their stay. The Receptionist is key to creating a positive impression and providing exceptional guest service.

Key Responsibilities

1. Guest Check-In/Check-Out

-     Welcome guests upon arrival, confirm reservations, and complete the check-in process by collecting necessary information and assigning rooms. 

-     Provide guests with hotel information, including details about services, amenities, and room features. 

-     Handle the check-out process efficiently, reviewing bills, processing payments, and handling any final requests from guests.

2. Customer Service

-     Provide excellent guest service by addressing inquiries, offering information about the local area, and assisting with special requests. 

-     Handle guest complaints, concerns, or issues promptly and professionally, escalating to the Front Office Manager if necessary. 

-     Coordinate with housekeeping and maintenance to ensure rooms are prepared and in excellent condition prior to guest check-in. 

-     Ensure a warm, friendly, and professional demeanor at all times to create a welcoming atmosphere.

3. Reservations and Bookings

-     Assist with managing guest reservations, checking room availability, processing bookings, and making changes or cancellations as needed. 

-     Ensure all bookings and guest information are accurately recorded in the property management system (PMS). 

-     Upsell room upgrades and hotel services to maximize guest experience and hotel revenue. 

-     Collaborate with the reservations team to ensure seamless coordination between front office and reservations.

4. Payments and Billing

-     Handle guest payments, including cash, credit cards, and other payment methods, ensuring accuracy and compliance with hotel policies. 

-     Prepare and present guest bills at check-out, ensuring that all charges are correctly posted and payments are processed efficiently. 

-     Address any billing inquiries or discrepancies promptly, ensuring guest satisfaction.

5. Telephone and Email Management

-     Answer incoming phone calls and emails in a prompt and professional manner, handling inquiries and transferring calls to appropriate departments. 

-     Take messages for guests or other staff members when necessary, ensuring accurate communication. 

-     Respond to online inquiries and email bookings, ensuring all guest requests are managed in a timely manner.

6. Administrative Duties

-     Maintain an organized and tidy front desk, ensuring all guest files, keys, and booking information are handled securely. 

-     Keep accurate records of guest arrivals, departures, and special requests to ensure smooth operations and guest satisfaction. 

-     Assist with daily reporting tasks, including occupancy rates, financial transactions, and guest feedback. 

-     Monitor guest accounts and ensure all necessary follow-up actions are completed.

7. Team Collaboration

-     Work closely with the housekeeping, reservations, and maintenance teams to ensure all guest requests and needs are met during their stay. 

-     Communicate any guest preferences, issues, or feedback to the appropriate departments to enhance the guest experience. 

-     Assist the Front Office Manager with additional duties as required.

-     Qualifications and Skills

Education: High school diploma or equivalent; additional certification in hospitality or customer service is an advantage. 

Experience: Previous experience in a receptionist, front desk, or customer service role, preferably in the hospitality industry. 

Skills: 

-     Strong communication and interpersonal skills, with a friendly and professional demeanor. 

-     Ability to multitask and manage time effectively in a fast-paced environment. 

-     Proficiency in using hotel property management systems (PMS) and office software (e.g., MS Office). 

-     Excellent problem-solving skills and the ability to handle guest issues calmly and efficiently. 

-     Strong attention to detail and organizational skills. 

-     Cash handling and payment processing experience is preferred.

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Position Title: Reservations Agent 

Position Overview

The Reservations Agent is responsible for handling guest inquiries, processing reservations, and providing excellent customer service to ensure a seamless booking experience. This role requires strong communication skills, attention to detail, and the ability to work efficiently with the hotel’s property management system (PMS). The Reservations Agent will act as the first point of contact for potential guests, delivering friendly and professional service, and assisting with special requests or queries related to reservations.

Key Responsibilities

1. Guest Reservations Management

-     Answer all phone calls, emails, and online inquiries related to room bookings, availability, rates, and hotel services in a prompt and courteous manner. 

-     Process reservations efficiently, ensuring that guest information, payment details, and special requests are accurately recorded in the property management system (PMS). 

-     Confirm bookings and provide guests with the necessary details, including check-in/check-out times, room amenities, and hotel policies. 

-     Manage and update room availability across various booking platforms (direct bookings, online travel agencies (OTAs), and third-party channels).

2. Customer Service & Guest Relations

-     Deliver outstanding customer service by assisting guests with their questions, addressing concerns, and offering solutions for any booking issues. 

-     Provide personalized service by accommodating special requests, such as room preferences, early check-ins, or late check-outs, based on availability. 

-     Follow up on guest requests for modifications or cancellations and ensure that changes are processed smoothly in the system. 

-     Offer advice on the hotel’s services, local attractions, and travel arrangements, ensuring that guests have all the information needed for a pleasant stay.

3. Reservation Optimization 

-     Maximize hotel revenue by promoting room upgrades, special packages, and other services during the booking process. 

-     Assist in managing group bookings and reservations for special events, ensuring accuracy and smooth coordination with relevant departments. 

-     Work closely with the Revenue and Reservations Manager to monitor room inventory, availability, and rates, ensuring that all booking systems reflect real-time data.

4. Booking Platform Management 

-     Maintain and update room availability, pricing, and promotions across all distribution channels and booking platforms. 

-     Ensure that all online reservations are entered correctly into the PMS and that any discrepancies between channels are resolved promptly. 

-     Monitor the performance of third-party platforms and provide feedback to the Reservations Manager on ways to improve visibility and sales.

5. Administrative Duties

-     Maintain accurate records of all reservations, including cancellations, amendments, and guest preferences. 

-     Prepare daily, weekly, and monthly reports on room occupancy, revenue, and booking trends for the Reservations Manager. 

-     Assist in monitoring guest satisfaction through feedback forms and online reviews, collaborating with other departments to address any service concerns.

6. Team Collaboration

-     Work closely with the front office, sales, and housekeeping teams to ensure that room availability is accurately communicated and guest requests are fulfilled. 

-     Coordinate with the finance department regarding billing queries, prepayments, and refunds related to guest reservations. 

-     Assist in training new reservations staff and ensuring all team members are familiar with hotel booking systems and procedures.

Qualifications and Skills

Education: Certificate or diploma in Hospitality Management or a related field is preferred. 

Experience: Previous experience in a reservations, front desk, or customer service role within the hospitality industry is an asset. 

Skills:

-     Strong communication and interpersonal skills, with a friendly and professional demeanor. 

-     Excellent attention to detail and accuracy in processing bookings and payments. 

-     Proficiency in using hotel property management systems (PMS) and booking platforms (e.g., OTAs, GDS). 

-     Ability to multitask and manage time effectively in a fast-paced environment. 

-     Problem-solving skills and the ability to handle guest inquiries and concerns with tact and diplomacy. 

-     Familiarity with Microsoft Office Suite (Word, Excel, Outlook).

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Position Title: Revenue and Reservations Manager 

Position Overview

The Revenue and Reservations Manager is responsible for maximizing hotel revenue and occupancy by overseeing the reservations process and implementing effective revenue management strategies. This role will analyze market trends, forecast demand, and optimize pricing and room availability. The Revenue and Reservations Manager will work closely with the front office, sales, and marketing teams to ensure seamless booking processes and drive overall hotel performance.

Key Responsibilities

1. Revenue Management

-     Develop and implement dynamic pricing strategies to maximize revenue and occupancy across different booking channels. 

-     Monitor market trends, competitor pricing, and local events to adjust pricing strategies as necessary. 

-     Collaborate with the General Manager to create forecasts and annual budgets based on market analysis and historical data. 

-     Monitor and analyze revenue performance, providing regular reports on key metrics, including RevPAR (Revenue per Available Room), ADR (Average Daily Rate), and occupancy rates.

2. Reservations Management

-     Oversee the daily operations of the reservations department, ensuring all reservations are handled efficiently and accurately. 

-     Manage room inventory and ensure that availability is accurately reflected across all booking platforms, including direct bookings, online travel agencies (OTAs), and third-party partners. 

-     Ensure that the reservations team is following the hotel's policies and procedures, and provide training as necessary. 

-     Address any issues related to overbookings, cancellations, or special requests to ensure guest satisfaction.

3. Channel Management

-     Manage relationships with OTAs, wholesalers, and other third-party distribution partners to ensure maximum visibility and revenue generation. 

-     Ensure all rates, availability, and promotions are correctly displayed on all booking channels and optimize distribution strategies to minimize commissions. 

-     Collaborate with the marketing team to manage the hotel’s presence on all online channels, including the hotel's website, ensuring the booking process is seamless for guests.

4. Market Analysis and Forecasting

-     Conduct market research to stay informed on trends, competitor activities, and changing guest preferences. 

-     Create and maintain accurate demand forecasts to assist with pricing strategies and inventory management. 

-     Monitor the impact of promotional activities and campaigns on booking trends, adjusting strategies as needed to improve performance.

5. Yield Management

-     Implement effective yield management techniques to maximize room revenue during high and low occupancy periods. 

-     Monitor booking pace, lead times, and demand patterns to adjust availability and pricing in real-time. 

-     Evaluate group and corporate bookings, working with the sales team to ensure profitable group sales that do not negatively impact room inventory.

6. Sales & Marketing Collaboration

-     Work closely with the sales and marketing teams to design promotions, packages, and offers that drive occupancy and revenue. 

-     Collaborate on marketing campaigns and special promotions to maximize hotel exposure during peak and low seasons. 

-     Ensure all promotional activities are effectively communicated to the reservations and front office teams.

7. Reporting and Analysis

-     Generate detailed reports on revenue performance, reservations activity, and booking trends for the General Manager and ownership. 

-     Provide regular feedback on occupancy forecasts, pricing recommendations, and opportunities for increasing revenue. 

-     Analyze guest booking behaviors and patterns, adjusting strategies to target high-value customers and improve guest retention.

8. Team Management 

-     Lead and manage the reservations team, ensuring they are trained in hotel policies, systems, and customer service best practices. 

-     Set performance goals and conduct regular reviews to ensure the team is meeting targets and maintaining high standards of service. 

-     Foster a positive work environment and provide ongoing support and development opportunities for the team.

Qualifications and Skills

-     Education: Bachelor’s degree in Hospitality Management, Business, or a related field is preferred. 

-     Experience: Minimum of 3 years of experience in revenue management or reservations within the hospitality industry, with proven success in revenue optimization. 

-     Skills:

-     Strong analytical skills with the ability to interpret complex data and make informed decisions. 

-     Excellent knowledge of revenue management strategies, pricing models, and distribution channels. 

-     Experience working with property management systems (PMS) and revenue management software. 

-     Advanced proficiency in MS Excel and other data analysis tools. 

-     Strong leadership and communication skills, with the ability to manage and motivate a team. 

-     Ability to work under pressure and meet deadlines in a fast-paced environment. 

-     Detail-oriented and organized, with a proactive approach to problem-solving.