Claire Oiknine

Claire Oiknine

Reservations and Revenue Manager en The Fife Arms
Vive en Aboyne, United Kingdom

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Sobre mí

A creative, analytical and quality driven Hotel Management Professional with significant experience working in the framework of luxury hotels strategy to optimize revenue and creating operational excellence in guest service delivery. Using a scientific methodology based on observation and analysis of the hotels KPIs, focused on the big-picture approach as well as a details oriented vision of the market, to integrate the revenue generation in the global strategy of the hotel. Continually focused on communication across all hotel team operations, ensuring the hotel’s SOPs are respected from front of house to sales department, requiring multi-skilled leadership and ongoing development to exceed revenue targets and client expectations. Uses empowerment and coaching to lead the team toward success.

Experiencia

9 años y 3 meses

  • Reservations and Revenue Manager

    The Fife Arms - Braemar, United Kingdom

    Gestión de ingresos
    julio 2018 - diciembre 2019 · 1 año y 6 meses

    <b>HOTEL OPENING </b> -<i>The Fife Arms is a fully renovated Luxury Victorian Coach Inn in the middle of the Cairngorms displaying Art at the heart of the fabric, owned and design by the Internationally well-known Art Merchants Hauser & Wirth, with a Spa, a Pub, a restaurants, 31 rooms and 15 suites, 2 meeting rooms</i>.<br> • Creation of the revenue management tools aiming at building a hotel’s history, monitoring the pace and the ramping up of the hotel, reporting on the KPIs, understanding the customers and aiming at taking daily decisions<br> • Set-up of the PMS, the Channel manager, the GDS solution and of the online distribution; and team on boarding<br> • <b>Budget</b> creation and assessment<br> • Lead weekly <b>revenue meetings</b> to propose, decide and implement sales, revenue and operational actions<br> • Weekly presentation of the KPIs (Occupation Rate, ADR, RevPAr, Revenue)<br> • Weekly forecast, assessment of the <b>forecast</b> against budget: forecast accuracy of approximately 2%, 3 months prior the end of the month, without RMS<br> • <b>Analysis</b> of the segmentation, of the rate and pricing production, of the room efficiency, of the sales production<br> • Daily <b>yield</b> and application of the restrictions on a room, rate and rate plan perspective, to optimize the turnover<br> • Survey of the <b>competition</b>, current research to setup a STR report and calculate the hotel’s penetration index<br> • Current research to implement an RMS (possibly DUETTO) and current research to change the BE <br> • <b>Ongoing</b> training of the front of house and reservation team to ensure the RM culture is set through the hotel<br> • Creation and implementation of the front office and of the reservation departments<br> • Recruitment, training of the front of house team, based on strong processes and precise organisation<br> • Creation, redaction, implementation and ongoing development of the front office, reservations and revenue SOPs<br> • Monitor the groups and event activities until the group coordinator is recruited but continue to <b>quote groups and functions</b><br> • Decide on the group rates, create packages<br> • Consulted for the opening of a second hotel (possible creation of a Reservation and revenue cluster)

  • Director Business Development&Revenue Management

    Hotel Cervantes - Paris, France

    Administración y Gestión
    enero 2018 - julio 2018 · 7 meses

    <i>The Cervantes Hotel is a 3-star, pop atypical hotel located in the heart of Paris, with 52 rooms and facilities including bar and terrace, concierge and business corner. </i> <br> • Managing inventory and rates on various online media channels, including company website, online travel and e-booking companies<br> • Continually analysing the market and hotel trends to match budgets, including mystery shop visits to competitors and reviewing rates<br> • Developing and executing innovative campaigns to drive sales, improve relationships with local businesses and secure long-term contracts<br> • Managing a multi-skilled workforce of 20 across front desk, reservations and housekeeping operations to deliver a consistent level of guest service<br> • Collaboratively driving new business cold calling campaigns to local businesses for discount packages, long-term contracts or flat rates for the year<br> • Implementing strategies to encourage direct bookings and building front of house team skills to negotiate with guests for future bookings<br> • Maintaining all amenities, facilities and utilities within the hotel and managing inventory levels for guests, including toiletries and complimentaries<br> • Dealing effectively with any customer complaints to sustain an excellent reputation, including responding to any online customer complaints<br>

  • Cluster Revenue Managemer Assistant

    Les Hôtels Baverez - Paris, France

    Gestión de ingresos
    agosto 2016 - enero 2018 · 1 año y 6 meses

    <i>Les Hôtels Baverez offers three luxury 5-star hotels (234 rooms and suites in total): Hotel Regina, Hotel Raphael and Majestic Hotel-Spa, with a long standing reputation for excellence.</i><br> • Defined, reviewed and implemented a strategy in partnership with the Revenue Manager to generate revenue and increase profits across the group <br> • Prepared and chaired weekly yield meetings to reiterate the strategy to the reservations team and create new methods to attract customers<br> • Successfully implemented a new free sales management process and a new rate code nomenclature to harmonise tariffs at 5-star level<br> • Optimised the product management system to understand customer trends and record information to gain a competitive market edge<br> • Increased revenue, boosted direct sales and improved the occupancy rate across all hotels using Availpro and Synxis hotel solution software

  • Reservation Sales Executive

    Hôtel Le Meurice - Dorchester - Paris, France

    Reservas
    julio 2015 - agosto 2016 · 1 año y 2 meses

    <i>Part of the Dorchester Collection, a luxury hotel brand with ownership and management of 10 luxury 5-star hotels across the globe (396 rooms and suites in total).</i> <br> • Proactively generated new business opportunities to maximise the room occupancy of two luxury palace hotels, including seasonal incentives<br> • Created bespoke, quality packages for high-end customers to meet exacting needs, with a proven record of exceeding expectations<br> • Consistently maintained a high standard of quality in service delivery to pass regular Leading Quality Assurance (LQA) and Signature audits<br>

  • Reservation Sales Executive

    Plaza Athénée Paris - Dorchester - Paris, France

    Reservas
    julio 2015 - agosto 2016 · 1 año y 2 meses

    <i>Part of the Dorchester Collection, a luxury hotel brand with ownership and management of 10 luxury 5-star hotels across the globe (396 rooms and suites in total).</i> <br> • Proactively generated new business opportunities to maximise the room occupancy of two luxury palace hotels, including seasonal incentives<br> • Created bespoke, quality packages for high-end customers to meet exacting needs, with a proven record of exceeding expectations<br> • Consistently maintained a high standard of quality in service delivery to pass regular Leading Quality Assurance (LQA) and Signature audits

  • MICE coordination

    Hotel BLOOM! - Brussels, Belgium

    Marketing y Ventas
    abril 2012 - agosto 2016 · 4 años y 5 meses

    Dealt with MICE organisation for quotation, to service delivery in coordination with the F&B department

  • Reservations Agent

    Hotel California Paris Champs Elysees - Paris, France

    Reservas
    mayo 2014 - julio 2015 · 1 año y 3 meses

    • Dealt with incoming enquiries from potential customers to understand requirements and negotiate hotel packages to exceed expectations • Liaised effectively with regular guests, coordinated bookings for groups and efficiently managed no-shows using a records management system • Verified reservations using Availpro channel management software and processed new reservations accurately with customer details

  • Sales assistant

    Maison Astor Paris - Paris, France

    Marketing y Ventas
    abril 2013 - agosto 2013 · 5 meses

    • Developed new sales opportunities proactively in the field and through telesales cold calling to secure new customers for the hotel • Managed all related sales administration, including new contract creation and existing contract review to provide an optimum service • Coordinated and chaperoned visits to the hotel to sell the features and benefits of luxury accommodation and corporate meeting space

  • Sales Executive - MICE coordinator

    Courtyard by Marriott Paris Boulogne - Paris, France

    Marketing y Ventas
    diciembre 2012 - marzo 2013 · 4 meses

    • Managed all aspects of meetings, incentives, conferencing and exhibitions (MICE) for group reservations with or without catering services • Liaised with guests throughout the reservations process, including rooming lists, methods of payment, meeting coordination and choice of food • Gathered individual guest requirements to create a tailored offer and negotiate a contract in partnership with the operational department • Collaborated with the sales team to organise sales events for corporate guests and understand requirements to apply future improvements • Creatively developed marketing collateral to support sales campaigns and advertise the restaurant effectively to increase the customer base

  • Sales executive - Event Coordinator

    Courtyard by Marriott Paris Défense Ouest Colombes - Paris, France

    Marketing y Ventas
    marzo 2011 - marzo 2012 · 1 año y 2 meses

    • Managed all aspects of meetings, incentives, conferencing and exhibitions (MICE) for group reservations with or without catering services • Liaised with guests throughout the reservations process, including rooming lists, methods of payment, meeting coordination and choice of food • Gathered individual guest requirements to create a tailored offer and negotiate a contract in partnership with the operational department • Collaborated with the sales team to organise sales events for corporate guests and understand requirements to apply future improvements • Creatively developed marketing collateral to support sales campaigns and advertise the restaurant effectively to increase the customer base

  • Receptionist

    Concorde Hotel Montparnasse - Paris, France

    Recepción
    mayo 2010 - septiembre 2010 · 5 meses

Estudios

Idiomas

4 idiomas

  • Francés

    Nativo o fluido

  • Inglés

    Nativo o fluido

  • Alemán

    Competencia básica limitada

  • Español

    Competencia básica limitada

Información personal

Nacionalidades

  • Francés

Fecha de nacimiento

March 19th 1989

Permiso de conducir

Aptitudes

13 aptitudes

  • banqueting management
  • Business Development
  • Creative thinking
  • Decision making
  • Guest relationship
  • Hotel Management
  • Operations Management
  • Process Improvement
  • rate reviews
  • Revenue Management
  • Strategy Development
  • Team Leadership
  • Yield-management

Información adicional

2 informaciones compartidas

  • Language

    French (mother tongue)
    English (business proficient/ bilingual)
    Spanish (basic+, in learning)

  • Outstanding Student Leadership Award 2015

    Outstanding Student Leadership Award 2015

Contactos
Hermes Recruitment
Hospitality Recruiter en Hermes Recruitment
Mathieu Lombard
Junior Operations Manager en Meininger Hotels
Rares Ciuverca
Sales&Marketing and Events Coordinator Trainee en Finca Cortesin 5*
Ver 6 contactos
Siguiendo
INDEVHO
Paris, France
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