IRM Support Specialist II

Hourly Rate: $30.36

Position Summary

The IRM Support Specialist Level II partners with Revenue Managers assigned the most complex inventory properties. The position contributes to the overall execution of IRM strategies for those properties, with the optimization of inventory across all segments, maximizes revenue for the company and implements inventory allocation strategies in support of the Market Execution team. It maintains the accuracy of Owner and rental reservations, resort occupancies and overall inventory availability across multiple, proprietary systems. It prepares critical reports used for strategic decision making. It evaluates inventory requested by wholesale and business customers and completes necessary reservations. It works directly with Resort Operations in the timely and effective resolution of owner and guest issues.

The role is dedicated to the support of complex properties, and will also support the Level I team as required to the assist with the overall operation of the Support Department. Success in this position is accomplished through an understanding of overall business operations, department policies and procedures.

Follow all company and safety and security policies and procedures; ensure uniform and personal appearances are clean and professional. Maintain confidentiality of proprietary information and protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Prepare and review written documents accurately and completely; read and visually verify information in a variety of formats. Comply with quality assurance expectations and standards. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CORE WORK ACTIVITIES

Inventory & Revenue Management Support

• Acquire and maintain advanced level of knowledge and expertise, for all Inventory & Revenue Management systems and processes related to support team functions.
• Analyze historical and future data to identify gaps and obstacles that will negatively affect our business goals, make recommendations to Revenue Managers, and implement approved recommendations
• Prepare and execute reports associated with inventory forecasts to Revenue Managers that provide a detailed summary of inventory, including arrival and departure data, to support Resort Operations staffing levels
• Execute, analyze, and deliver critical reports to Revenue Managers in a timely manner including, but not limited to Pace, Weekly Forecasts, Cap Audits, and additional reporting as needed.
• Ensure all guaranteed reservations placed on special handling queues within the property management system are validated including, the daily processing of balancing inventory between the different inventory management software systems.
• Maintain the daily balance of inventory availability across different inventory management software systems including, but not limited to MARSHA, PMS, Opera, by analyzing and cross-referencing the data contained in these systems
• Identify inventory opportunities for straight-line availability, breakage/risk that impacts Owner, Preview and Rental. Execute resolution in all applicable systems so that inventory is optimized for Revenue Managers to monetize for the organization
• Initiate communications with over 82 Resort Operations to ensure that inventory and reservation related data remain in balance within all inventory management software systems
• Collaborate with Resort Ops partners in the clarification of processes to reduce work generated by errors and inaccuracies in process
• Provide support during disaster related situations in the generation of unique reports and data
• Partner with the IRM Revenue Management team by learning and becoming responsible for a variety of tasks performed by Revenue Managers.
• Capture nightly maintenance actuals from all 82 Resort Operations to ensure accurate reporting within all inventory management software systems which impact organizational strategic decisions
• Align with corporate directives and processes outlined, utilize tools and/or resources optimally, and implement restriction strategies effectively
• Adapt to regional nuances in support of all 82 resorts across 3 brands to efficiently produce standardized reporting data
• Own and manage all activities associated with booking wholesale and/or group lists including allocation of inventory into applicable mini hotels, entering guest lists and providing the front office with any applicable information to ensure a seamless check-in and check-out process. Communicate with Accounts Receivable as needed to provide additional research for resolution
• Own and manage all Centralized Commissions for 82 Resort Operations. Communicate with Group and Rental Sales to ensure accuracy between various stakeholders
• Utilize multiple inventory related applications including, but not limited to IROAM, High Performance Pricing, OSCAR, MARSHA, FSPMS, Opera and CTAC to successfully perform inventory optimization.
• Knowledge share with peers to positivity impact overall departmental results, including conducting training, job shadowing and sharing best practices

Operational Support

• Create individualized training plans and conduct training of new hires, including the evaluation of skills before they fully transition into their new role.
• Create schedules for Level I and Level II Specialists balancing the needs of the team with the needs of the department.
• Assign team tasks to Level I and Level II Specialists when needed.
• Maintain documented resources and reports used within the department.
• Support the department in the achievement of business results by identifying process enhancements, raising associate engagement levels, and positively contributing to the team overall culture.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of customers and co-workers.
• Follow company and department policies and procedures.
• Proactively research and investigate issues related to the management of inventory. Take action to rectify. Involve leadership when necessary.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.
• Ensure regular ongoing communication within all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance, and produce desired business results.
• Compose routine correspondence and reports, such as e-mail, spreadsheets, etc.
• Effectively communicate Inventory & Revenue Management philosophies as they pertain to recommended strategies to property staff and other department stakeholders.

Working with Others

• Treat all employees and customers with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments, promoting an environment of teamwork.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.
• Represent IRM cross-functionally with Resort Operations teams and other business partners as necessary.
• Participate in community service events sponsored by Marriott Vacations Worldwide to build teamwork and enhance community relationships such as Children's Miracle Network (CMN).

Documentation/Reporting

• Use computer systems and software packages to input, access, modify, store, or output information.
• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
• Utilize and create documents in Excel, Word, Outlook and other Microsoft applications
• Perform tasks using the applicable Inventory & Revenue Management software.

Office Equipment

• Transmit information or documents using mail, scanner, or facsimile machine.
• Operate standard office equipment other than computers such as telephone, scanner, fax, photocopier, calculator, and electronic peripherals.
• Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following-up to ensure problem is corrected.
• Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and maintenance when needed.
• Enter and locate work-related information using computers and/or other methods.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
• Comply with quality assurance expectations and standards.

Candidate Profile

Education:

• 2-year college degree required.
• High school diploma / G.E.D. required.

Experience:

• Minimum one-year at MVW or two years of industry experience in a related field.

Work Hours:

• Available to work a flexible schedule including evenings, weekends, and holidays.
• Limited travel may be necessary

Skills/Attributes

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

Interpersonal Skills

• Teamwork
• Leadership
• Customer Service Orientation
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Writing
• Listening
• Applied Reading

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and organizing
• Analytical Skills
• Computer Skills
• Learning
• General Administration
• Typing
• Filing

Computer Software

• Moderate proficiency with Microsoft Office applications
• Revenue Management systems preferred

Salary Midpoint is $30.36 an hour

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.

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