Reservations and Revenue Manager

1 week ago

Los Angeles, California, United States Langham Hotels International Limited Full time
Job Summary

As a key member of our team at Langham Hotels International Limited, you will be responsible for managing reservations and revenue strategies to drive business growth. This role requires a strong understanding of hotel operations, revenue management, and excellent communication skills.

Key Responsibilities
  • Process and handle transient reservations and employee requests, ensuring accurate data entry into our reservations system.
  • Lead and manage a team of Langham Service Specialists, providing coaching, training, and performance feedback to ensure efficient departmental operations.
  • Oversee the preparation and sending of confirmation notices, ensuring timely and accurate communication with guests.
  • Manage the input and download of GDS and Central Reservations System reservations into our Property Management System.
  • Prepare employee schedules in accordance with demand and telephone system reports, ensuring seamless operations.
  • Assist in the capacity of reservationist as needed, providing exceptional guest service.
  • Initiate and prepare reports, such as denials and telephone switch activity, to inform business decisions.
  • Maintain open communication channels between guests, employees, and management, ensuring a positive guest experience.
  • Produce daily and weekly reports, including the pick-up report and Sales Strategy Analysis report, to inform revenue optimization strategies.
  • Deploy pricing and revenue decisions, reviewing questionable dates with the Director of Revenue Management (DORM).
  • Assist DORM in managing inventory across all points of sale, including the Booking Engine, Voice, Channel Connect, and GDS.
  • Manage day-to-day maintenance of iDeaS, Opera, and Synxis, resolving optimization issues with IT and other teams as needed.
  • Deploy iDeaS overrides as directed by DORM, ensuring optimal revenue performance.
  • Assist in preparing the weekly ROME Meeting, presenting slides delegated by DORM.
  • Prepare the weekly Channel Production Report and Top Ten Producers Report, highlighting revenue opportunities.
  • Update monthly Expedia TravelAds updates as directed by DORM, ensuring accurate and timely reporting.
  • Prepare the revenue per square meter report, providing insights into revenue performance.
  • Update the BI Portal with monthly information, ensuring data accuracy and availability.
  • Prepare the monthly ACD and Call Conversion report, distributing it to DORM for review.
  • Load rates, rate plans, promo codes, and build profiles as necessary, ensuring accurate and up-to-date revenue management.
  • Assist the Director of Business and Leisure Sales in loading partnership, volume corporate, and Optimum rates into Opera and Synxis.
  • Assist DORM in liaising with OTA partners to set up promotions and offers, driving revenue growth.
  • Complete periodic systems audits to ensure accuracy of information on booking channels, ensuring data integrity.
Groups
  • Create and amend all group files as necessary, ensuring accurate and up-to-date information.
  • Input rooming lists into the Property Management System, ensuring seamless operations.
  • Advise convention service managers of cut-offs and release blocks appropriately, ensuring efficient group management.
  • Advise convention service managers of current pick-ups, ensuring timely and accurate communication.
  • Attend Pre-Cons with pick-up information and rooming lists, ensuring a positive guest experience.
  • Proactively inform DORM of group fall-offs and additional room needs, ensuring revenue optimization.
  • Audit all tentative sales files and catering banquet event orders for space and food & beverage yields, ensuring accurate and up-to-date information.
  • Assign space as determined by group agenda, ensuring efficient group management.
  • Enter exact programs with corresponding revenues, ensuring the function diary accurately reflects group activities and revenue potential.
  • Trace cut-off dates for definite agendas as determined by contract, coordinating with Sales/Convention manager to enter these agendas.
  • Oversee the management of group block activity, ensuring group cut-off dates, rooming lists, and block activity are managed efficiently.
  • Prepare the monthly group selling guidelines, updating Group Minimum Available Rate (MAR) on iDeaS as directed.
  • Prepare the Group Attrition report for Finance Department as needed, providing insights into revenue performance.
  • Market Share Growth against the Competitive Set, ensuring revenue optimization.
  • An Effective Revenue Optimization Meeting, ensuring data-driven decision-making.
  • Adherence to LHG Corporate pricing and tracking policies, ensuring revenue integrity.
  • An upselling Culture across Reservations and Front Office, driving revenue growth.

SALARY RANGE:
$73,000 - $75,000 PER YEAR

Requirements:

  • Requires sufficient mobility to access all areas of the hotel, as well as competitor hotels and major customer offices.
  • Requires sufficient physical strength and dexterity to demonstrate skills associated with direct customer interaction and the handling of administrative detail.
  • Requires the ability to clearly speak and correspond in writing with employees, vendors, business associates, and customers.
  • Repetitive motion of hands, wrists, and fingers as relates to the use of a computer keyboard.
  • The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
  • The ability to enter rooming lists accurately and efficiently.
  • Must be able to coordinate and communicate effectively on all levels of the organization.
  • Skill in effective delegation.
  • Confident and able to perform well under pressure.
  • Leadership, the ability to convince others of business ideas based on logical data-based facts.
  • Ability to effectively deal with guest and employee concerns in a friendly and positive manner, involving listening to the nature of the concern, demonstrating empathy with the customer, and providing positive and proactive solutions.
  • Ability to access, read, and accurately input information using a moderately complex computer system, including software such as Excel and Microsoft Word.
  • Ability to make accurate mathematical calculations using a calculator.
  • Ability to communicate effectively both orally and in written form.
  • Ability to sit and work in confined spaces for long periods of time.
  • Flexibility to work mornings, evenings, weekends, and Holidays due to business levels.

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