Reservation & E-Commerce & Revenue Manager

Company Description

Founded in Singapore in 1887, Raffles Hotels, Resorts and Residences are places where ideas are born, history is made and stories and legends are created. At each landmark address, distinguished guests and residents will find a world of elegance and enchanted glamour, where Raffles’ renowned legacy of gracious service knows no bounds. As the authentic heart of a destination, Raffles champions fine art and design, and fosters culture in all its forms, guiding guests to make discoveries in their own time and way. Raffles’ commitment to local communities is expressed through diverse initiatives with a unified mission to actively support the arts and the environment. From one generation to the next, visitors arrive as guests, leave as friends, and return as family. Raffles can be found in key international locations including  Paris, London, Boston, Doha, Bahrain, Udaipur, Phnom Penh, Singapore, Bali and Istanbul; with flagship openings upcoming in Jaipur, Singapore Sentosa and Saudi Arabia in 2024. Raffles is part of Accor, a world leading hospitality group counting over 5,500 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences

Job Description

• Develop and maintain the department schedule whereby there is appropriate coverage to handle reservation calls, minimizing loss of calls, and ensuring a high level of conversion into bookings
• Track calls using standard call conversion sheets and report results daily, weekly and monthly  
• Employ & follow up supervisors to maintain administration procedures, as per company and Hotel standards; this includes all reservations and requests are confirmed within 24 hours, no show charges are validated and sent to Finance for posting, filing system is maintained, and new ones set up; fax machine is checked and correspondence is placed in the applicable place(s) 
• Monitor and report results of any incentive programs in place;  responsible to make sure integrity of the program is maintained, and that all requirements are followed
• Employ & follow up supervisors to conduct training to existing and new agents in the team to maintain and improve reservation selling skills
• Set and amend selling strategies across all channels, and segments as directed by the direct report as applicable per property level
• Conduct annual reviews, recommend appropriate succession plan for Employee(s) development  in order to ensure the sustainability of the reservation department; provide suggestion for improvement, and identify  barriers to its success, and ways to overcome these
• Handle and resolve Guest issues in a positive manner so as to protect company revenue and result in Guest satisfaction
• Run reports as required by Hotel and company standards; assist the Director of Revenue Management to maintain, make change in the Reservation/Property Management/Revenue Management system (if applicable) at property level as required
• Seek online marketing opportunities in OTAs and Metasearch channels to optimize revenue generated in collaboration with Marketing Team
• Make better use of Tripadvisor Business package and track insights to make sure we maintain our ranking on search results in Tripadvisor
• Online content management of hotel's information in OTAs, Metasearch channels and hotel website upload hotel information, make sure all offers and imagery are up to date at all time
• Maximizes hotel RevPAR through a thorough understanding of all booking channels and management of inventory and rate therein.
• Continuous analysis of changing channel distribution models and the impact on consumer booking trends.
• Produce and analyze current and historical demand including lost business turndown, rooms on the books, competitive set and market trends to aid in more accurate forecasting.
• Operationalizes hotel and corporate pricing strategies through definition and management of rate levels, stay restrictions and other tactics, which are congruent with demand factors and which are managed through all distribution channels.
• With rate integrity a cornerstone of our pricing strategy, the DRM will maintain rates which promote integrity and which protect the order of long-term customer value.
• Monitors transient, group and tour booking pace in order to determine pricing and availability controls for all reservation distribution sources. Discusses changes to, and implements those changes in distribution plan accordingly.
• Works with Sales Team members to encourage strategic selection of the right piece of business.
• Tracking and analysis of competitive set pricing and yield strategies, gaining the ability to predict the comp set reaction to changes in the marketplace.
• Conduct regular audits of GDS, SellWeb, MFR, Hotel Internet Site, IMM and ODD sites to ensure accuracy in hotel information, rates, packages and availability.
• Provides guided learning so that all areas of the hotel that impact revenue are fully aware of the hotel RM strategies and understand their role in the plan.
• Adhere to all Raffles Environmental and Health & Safety policies and procedures.
• Provides training to Reservations and Front Desk employees on upselling and negotiating techniques.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures
• As part of their KPI's you are expected to attend the Trophy training, once trained it is your responsibility to enter factual data, information and comments into the Trophy report each week. You are required to explain and justify your assumptions and forecasts that you enter into the Trophy. Your KPI on Trophy will be based on the accuracy of your analysis and forecasted numbers. 

Qualifications

• Good understanding of luxury market
• Good understanding of all hotel departments
• Must have strong interpersonal skills with attention to detail
• Strong written and verbal communication skills
• A team player with a positive attitude
• Strategic thinking combined with the ability to move strategy to action
• Team building skills
• Self-study and independent work ethics
• Problem solving skills
• Managerial / Leadership skills
• Training and instructing skills
• Self-motivated, creative and confident, with a highly energetic personality
• Creativity, Stress Management, Self-Development
• Ability to meet deadlines consistently
• Pro-active and taking initiative
• Must be organized and ability to work and follow systems and procedures
• Must be adaptable to change of strategy, ideas, systems etc.
• Professional sales and presentation skills
• Must be guest service oriented
• Proficiency in organizational planning with the ability to multi-task

ESSENTIAL REQUIREMENTS

Educational Requirements  :

• Degree/Diploma in Training and Development or Hotel Management

Language Requirements:

• Fluency in Turkish written & spoken
• Fluency in English written & spoken
• Additional language knowledge is preferred

Experience Requirements :

• Strong knowledge of Opera, Word, Excel, Ideas and other required systems.
• Proven experience in analysis
• Strong local competition information is required.
• Understands the local culture and have worked in the region with Turkish nationality.