To oversee, train, coach, and manage the Langham Service specialist team, while taking full ownership of the Group coordinator position.To train the team to maximize overall hotel revenue, at the same time balancing profitability. To assist the DORM in decision making role for property pricing, distribution and trade-off decisions concerning any piece of business (crew, group, corporate account, etc) in the absence of the Director of Revenue Management.
RESPONSIBILITIES AND JOB DUTIES:
Process and handle transient reservations and employee reservation requests by inputting data into the reservations system.
Interview, train, coach and manage Langham Service Specialist for the efficient operation of the department. Monitor performance and give feedback according to established standards.
Oversee preparation and sending confirmation notices
Oversee input and download of GDS and Central Reservations System reservations into the Property Management System.
Prepare employee schedules in accordance with demand and telephone system reports.
Assists in the capacity of reservationist when needed
Initiate and prepare reports such as denials and telephone switch activity
Maintain an open line of communication between guests, employees and management.
Produce the daily pick up report.
Produce the Sales Strategy Analysis report
Deploy strategy and pricing decisions after reviewing any questionable dates with DORM
Assist DORM in managing inventory in all points of sale (Booking Engine, Voice, Channel Connect and GDS)
Manage day to day maintenance of IDeaS, Opera & Synxis (when optimizations are missed, liaise with IT and others to resolve the issue(s);
Deploy iDeas overrides as directed by DORM when needed.
Assist to prepare weekly ROME Meeting, present any slides delegated by DORM
Prepare weekly Channel Production Report and Top Ten Producers Report
Update monthly Expedia TravelAds Updates as directed by the DORM
Prepare revenue per square meter report.
Update the BI Portal with monthly information.
Prepare monthly ACD and Call Conversion report and distribute to DORM
Load rates, rate plans, promo codes and build profiles as necessary.
Assist Dir. of BT&L Sales in loading partnership, volume corporate and Optimum rates in Opera & Synxis.
Assist DORM in liaising with OTA partners to set up promotions and offers.
Complete periodic systems audits to ensure accuracy of information on booking channels.
As a valued member of our team, you will play a crucial role in supporting our sustainability initiatives in partnership with EarthCheck goals.
Expected to incorporate environmentally responsible practices into your daily responsibilities, helping us maintain our commitment to excellence in both service and sustainability.
Groups
Create and amend all group files as necessary.
Input rooming lists into the Property Management System.
Advise convention service managers of cut-offs and release blocks appropriately.
Advise convention service managers of current pick-ups.
Attend Pre-Cons with pick-up information and rooming list.
Proactively inform the DORM of group fall-offs and additional room needs
Audit all tentative sales files and catering banquet event orders for space and food & beverage yields. Also audit existing files to ensure that space held in function diary matches space delineated in contract.
Assign space as determined by group agenda.
Enter exact programs with corresponding revenues so that the function diary exactly reflects the group activities and revenue potential.
Trace cut off dates for definite agendas as determined by contract and coordinate with Sales/Convention manager to enter these agendas.
Oversee the management of group block activity. Ensure that group cut-off dates, rooming lists, block activity (i.e. pickup, wash etc) are managed.
Prepare the monthly group selling guidelines; update Group Minimum Available Rate (MAR) on iDeaS, as directed
Prepare Group Attrition report for Finance Dept. as needed
KEY RESULTS AREA:
Market Share Growth against the Competitive Set
An Effective Revenue Optimization Meeting
Adherence to LHG Corporate pricing and tracking policies
An upselling Culture across Reservations and Front Office
PHYSICAL DEMANDS:
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.
SPECIAL SKILLS REQUIRED:
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 able 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. This involves 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 to include 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.
EDUCATION REQUIRED:
Business, Sales and Marketing or Hotel Management college degree preferred.
EXPERIENCE REQUIRED:
Previous managerial and reservations systems experience.
Proficiency in a major Hotel PMS system, current/database software.
LICENSES OR CERTIFICATES:
None needed.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an "at will" colleague.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.