This position is responsible for meeting, exceeding and maximizing the revenue potential goal of the hotel. Maximizing occupancy/room rate at all times, implementing an effective rate structure and maintaining a consistently high standard of operation customer service within the group and individual reservations department, has a direct line of authority over all reservations sales agents within the hotel and a liaison role with sales and all other departments.
What will I be doing?Ensure successful commercial strategy in laid out in terms of space (rooms, banquet, restaurants) availability.
Controls are applied to achieve a maximization of rooms'' sales and revenue for the hotel. Ensure availability is reviewed as per required standards and all restrictions are recorded.
Supervise the taking of reservations and operate systems in accordance with company standards.
Ensure the department operates with a sales attitude and all personnel are aware of Sales opportunities within the hotel that will assist with the maximization of revenue.
Develop the reservations and group & tour teams to maximize revenue on every all/enquiry.
Apply an aggressive overbooking policy and educate team to accept through benefits of results achieved. Yield overbooking decisions must be adhered to or escalated to Regional Revenue Manager if too soft or aggressive.
Maintain a consistent selling strategy across IDeaS Yield, Fidelio Front Office, Delphi and HILSTAR, ensuring maximum use of availability controls in all systems.
Maintain accurate ongoing records of controls applied to all systems.
Pro-active evaluation of availability controls, recommending necessary strategy changes. Chair weekly revenue meeting.
Ensure all revenue opportunities in Fidelio Front Office & MICROS, Hilstar, HRW & GDS etc are exploited by developing and maintaining knowledge of the systems and the commercial application of them.
Remain fully conversant with the uses & applications of all systems relating to revenue management.
Audit operating standards & procedures in the reservations and group & tour department to ensure they comply with company practices.
Ensure accurate advance booking count and forecasting is carried out.
Prepare 12- month business outlook by market segment and monitor actual versus forecast for plan achievement.
Ensure effective rate structure and that all the rates are loaded by accurate completion of all rate databases.
Carry out all interviews for prospective reservations sales agents, ensure departmental orientation is carried out for new members of the team and supervise training, training schedules, records and corrective/re-training.
Ensure the well being of all reservations department personnel, compile departmental working schedule and ensure departmental meetings are held daily.
Implement a full training plan within the Reservations team to develop all personnel to their full potential.
Ensure Job Skills Training Programme (JSP) is followed for all new team members.
Training records must be kept updated and planned training completed.
Conduct Annual Appraisals with all team members as means of development.
Actively develop team members'' skills and performance through coaching and training.
Compile departmental work schedules and manage departmental payroll in line with budgets.
Schedule annual leave during low demand periods to maximize payroll savings.
Develop and maintain a high level of communication within the hotel, all major sources of business and all national sales offices and advise the DBD for any feedback. Develop and maintain a high level of communication with competitors.
Monitor manual or automated yield system and validate that the yield actions are consistent with both property and market conditions and escalate any concerns to the Regional Revenue Manager.
Analyze production statistics and yield information to identify potential new business, markets, trends and highlight findings to DBD / Sales.
Check competitor strategy on a regular basis reviewing rates and availability.
Keep up to date with global, local and environmental issues impacting your city and hotel.
Using knowledge, aid decision making real ternate business both strategically and on a tactical basis.
Ensure yield exemptions are investigated & analyzed and new business opportunities identified.
Prepare and analyze all appropriate reports to present at the weekly revenue meeting.
Complete and analyze the month end reports.
Analyze and supply data to the DBD to assist in the preparation of the annual plan and rate reviews.
Ensure the revenue team is aware of all revenue targets and are kept informed of performance results.
Communicate with the Director of Business Development all key developments of the reservations/revenue department and make recommendations for planning and implementation of new and better working practices into revenue management incl group, sales and front office.
Ensure regular communication meetings are held within the reservations team.
Attend the head of department meeting.
Adhere to departmental operating expenses as laid out in the plan / forecast.
Comply with all company policies relating to rate and space decisions.
Comply with all systems and procedures as laid down by the DOSM/ DBD.
The management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
Carries out any other reasonable duties and responsibilities as assigned.
What are we looking for?
Specific Job Knowledge, Skill and Ability:
Determines overallBusiness Development objectives and initiatives best suit the hotel.
Produces and executesBusiness Development budgets and business plans.
Effectively promotes and positions the brand and the hotel at its desirous level.
Manages and administrates theBusiness Development department.
Assists the General Manager and the Excom in achieving the hotel''s business objectives and revenue goals.
Knowledge of market trends and behavior including political, economical and social issues.
Sound communication skills.
Ability to lead, to provide guidance and to develop team member.
Knowledge and skill in crisis management.
Good skills of organization and presentation.
Ability to manage by example.
University graduate, excellent command of written and spoken in English and Chinese language.
Minimum 5 years experience in similar capacity with international chain hotels.
Ability to be resourceful, creative and maintain flexibility.
Knowledge in e-commerce, B2B and B2C business philosophy.
Good understanding of mass communication.
Working experience within Hilton Group.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!