Revenue & Reservations Manager - InterContinental Singapore

WHAT’S THE JOB?
To effectively manage the Reservations & Revenue team and ensure highest level of service is delivered. Ability to conduct vigilant and appropriate conversion percentages of phone calls for both Rooms and Food & Beverage. Actively contribute towards revenue generation through effective management, training and motivation of the reservations department and its team members. Responsible for maximizing all revenues to and for the Hotel, including but not limited to Room and Banquet/Catering Revenues. Contribute to cross functional decision making of all revenue generating departments including Sales & Marketing, Rooms, Catering and Food & Beverage departments
This position is a vital position to the Rooms Division and Sales and Marketing function by providing current, accurate information on both the internal reservation situation and the external climate with which the hotel operates. 
Promote the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the InterContinental Hotels Group and the brand.
 

YOUR DAY TO DAY
•   Responsible for leading, motivating and training the Reservations team members in all aspects. 
•   Directs Reservations Team in achieving upsell and reconversion objectives. 
•   Assists revenue team in achieving maximum room rate, yield and conversions.
•   Manage and maintain Opera PMS and IHG Concerto for rate loading and to close out/opening-up dates, ensuring rate/yield restrictions are in place in all systems; monitor occupancy, managing overbooking, tracking of promotional offers, denials, rate, and inventory control.
•   Ensuring that rate deployments and selling guidelines in both Opera PMS and IHG Concerto are consistent with sell strategies and seasonality.
•   Control rooms inventory including allocation and reservations to areas of maximum yield.
•   Track sales programs/promotions and provide feedback as necessary to relevant departments
•   Track and establish pick up trends, occupancy history and market segment development to facilitate forecasting
•   Working closely with Front Desk and Food & Beverage team in supporting success of Front Desk upselling program and F&B Offerings for in-house Guests.
•   Analyze and take immediate actions on a monthly basis to assist to improve Overall Guest Experience scores
•   Ensuring effective communication within the department on promotional activities within the hotel, including food & beverage activities and in room promotions to assist in achieving/exceeding our revenue goals.
•   Prepare and complete regular and ad-hoc reports and take on special projects when required.
•   Ensure all Groups are contracted and managed according to set guidelines.
•   Conduct market research and analysis, and always keeping abreast of market trends
•   Chairs and participates in regular departmental meetings and daily briefings 
•   Demonstrate an in-depth knowledge and understanding of hotel systems – IHG Concerto and Holidex in particular, to ensure appropriate capture of data for client information, events, forecasts and results  
•   Manages all channels (CRO, GDS, OTAs, Internet direct and indirect) including but not limited to room types and sell strategy. Upholds and enforces compliance with the Lowest Internet Rate Guarantee and manging third party distributors in compliance with IHG standards and rules.     
•   Manages use of revenue systems on a daily basis. This includes the responsibility for any manipulation of the yield hurdle points and daily inventory balancing where appropriate.  
•   Supports in tracking and analysing of booking pace, group wash, cut off.  
•   Understands the composition of hotel profitability, and uses this to support General Manager in evaluating business from local accounts and groups so as to provide input to future rate setting and negotiation.  
•   Maintains and analyses both overall, by account (and for bookers), system contribution and trends in rooms and non-rooms revenues by channel, segment and account. 
•   Monitors competitor pricing for Rooms Revenue, understands the dynamic of the local market and the demand generators.  
•   Participates in weekly rate/sell strategy (yield) meetings with General Manager, DOSM, Director of Rooms and Catering Sales Manager.  
•   Supports Revenue Room Meeting and generates reports and analyses needed for these meetings, displaying key facts/trends etc, on the revenue room walls. Prepares forecasts of revenue, profit, demand and occupancy for rooms and function space – short term, long range and budget.  
•   Supports in monitoring and factoring non-room revenues (i.e. Events, F&B) into the overall revenue management strategies and practices.  
•   Supports Revenue Management Team in :
Providing direction and leadership to Reservations Colleagues, assisting them to achieve their potential, closing performance gaps and achieving overall departmental objectives.
Establishing strong relationships within the department and other departments in the hotel in order to improve processes relating to reservations and group coordination.
Setting clear goals and develop new ideas to improve organizational processes in order to increase our ability to receive, process and confirming rooms and group reservations.
Managing inventory accuracy for Revenue Team’s implementation of rightful pricing strategy.

WHAT WE NEED FROM YOU
•   Diploma or Vocational Certificate in Hotel Management, Business Administration, or related field preferred. 
•   3 years related experience or 3 years reservations/front office experience including management experience, or an equivalent combination of education and experience
•   Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
•   Demonstrated strong leadership, team and communication skills.
•   Highly detail oriented, organizational skills and able to handle multi priorities under pressure. 
•   Strong understanding of Opera PMS reservation systems and Rooms Reservations procedures and Customer Relationship Management processes.
•   Problem solving, reasoning, motivating, organizational and training abilities.
•   Good writing skills