Relationships:

• Reports directly to Director of Revenue
• Works with Reservations colleagues, Front Office, PBX, Sales, guests/visitors, Corporate Reservations Center, Travel and Tour Company representatives, and other hotels

Duties and Responsibilities:

• Manages the reservations department to meet service standards as outlined in the Brand Standards manual.
• Provides training to Reservations and Front Desk employees on up-selling and negotiating techniques.
• Trains staff in selling, booking, yield management and customer service skills to ensure guest reservations are handled efficiently.
• Assists in the hiring of Reservations staff as needed to maintain adequate staffing levels for area; coaches and counsels employees regarding career and personal development; conducts performance evaluations and provides feedback to employees.
• Manages and controls Reservations department labor.
• Prepares schedules and assigns duties to Reservationists for maximum productivity and efficiency.
• Monitors revenue-based line-level staff incentive plans.
• Oversees/handles all VIP reservations.
• Oversees/handles all No-Show, commissions, and rate dispute escalations.
• Provides the required tools and equipment to Associates in the execution of service delivery within budgeted parameters.
• Communicate all new marketing and promotional programs to departmental Associates.
• Manages the wait list function.
• Monitors group blocks to determine rooms available for sale to transient customers. The Revenue Manager shall also understand the groups' pick up history and shall manage group cut off dates. Chairs the Group Pickup Meeting
• Determines the hotel weekly 14-day forecasts.
• Communicates fluctuations in occupancy to operational departments so they may make staffing adjustments and increase efficiency.
• Maintains historical records of reservations arrivals, cancellations and denials to assist in formulating future reservations estimates.
• Manages room type availability based on commitment by maintaining: Daily inventory balancing; Flow through on group room availability; and Create group blocks and corresponding room type commitments.
• Audits the Hotel and respective room types at the prescribed rates as reflected in Holidex and Opera
• Recommend efficient and cost effective enhancements to the department.
• Completes records and reports in regard to room availability and guest room commitments.
• Assists DRM in the annual hotel budget development and ongoing results analysis
• Coordinates the yield management process with the DRM
• Act as the Director of Revenue Management in times of his/her absence
• Attends Weekly Revenue/Yield Meetings
• At IHG we are committed to providing our employees with a safe, secure and healthy workplace. It is your responsibility to comply with all workplace health and safety requirements, including any department specific training regarding equipment and procedures
• Perform other duties, tasks and special projects as assigned

Qualifications:

• Bachelor’s degree in hospitality management or related field
• 2-4 years previous revenue management experience in a 4-star hotel
• Follow verbal and written instructions, ability to communicate with supervisors and co-workers
• Delphi and Opera experience a plus

Skills & Abilities:

• Strong interpersonal and problem solving abilities
• Proficient use of Microsoft Office (Word, Excel PowerPoint) and other computer programs
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently
• Demonstrated knowledge of effective hotel pricing concepts, yield management optimization and selling strategies, and ability to determine which concepts to apply in given market conditions
• Strong computer skills are required
• Strong reading and writing abilities are required
• Problem solving, reasoning, motivating, organizational and training abilities
• Ability to perform job functions with attention to detail, speed and accuracy
• Ability to prioritize and organize delegated work and follow through
• Ability to be a clear thinker remains calm and resolves problems using sound judgment.
• Ability to work under pressure, meet guest / co-workers needs and be courteous at all times
• Ability to comprehend instructions
• Ability to work cohesively with co-workers as part of a team

Physical Abilities Lift/Carry

Stand O (Occasionally) 10 lbs or less O (Occasionally)

Walk O (Occasionally) 11-20 lbs O (Occasionally)

Sit F (Frequently) 21-50 lbs N (Not Applicable)

Handling / Fingering F (Frequently) 51-100 lbs N (Not Applicable)

Reach Outward O (Occasionally) Over 100 lbs N (Not Applicable)

Reach Above Shoulder O (Occasionally) Push/Pull

Climb N (Not Applicable) 12 lbs or less O (Occasionally)

Crawl N (Not Applicable) 13-25 lbs N (Not Applicable)

Squat or Kneel N (Not Applicable) 26-40 lbs N (Not Applicable)

Bend N (Not Applicable) 41-100 lbs N (Not Applicable)

N (Not Applicable): Activity is not applicable to this occupation.

O (Occasionally): Occupation requires this activity up to 33% of the time (0-2.5 hrs/day)

F (Frequently): Occupation requires this activity from 33%-66% of the time (2.5-5.5 hrs/day)

C (Constantly): Occupation requires this activity more than 66% of the time (5.5 hrs/day)

OTHER PHYSICAL REQUIREMENTS

Vision (Near, Distance)

Sense of Sound (Communication with guests & co-workers)

The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.