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Revenue Mgr Job Description

(2008-11-16 14:23:24)
标签:

杂谈

分类: 研究发表

Key Duties:

 

Overall

 

Ø       Maintain Company and hotel standards throughout all areas of the hotel

Ø       Maintain a close working relationship with all department heads and supervisors throughout the hotel

Ø       Protect the assets of the Hotel in relation to theft, vandalism and fire

Ø       Arrive punctually and well groomed for all rostered shifts, providing sufficient notice and evidentiary documentation for any shifts that are unable to be worked

Ø       Ensure efficient and effective communication across all departments

Ø       Know, understand and abide by the Company and hotel media policy, escalating all instances through the appropriate channels

Ø       Be an Company representative at all times

Ø       Other reasonable duties as directed by the Rooms Division Manager or hotel management team to ensure the effective and efficient operation of the hotel

 

Reservations

 

Ø       Ensure that the reservations team is fully competent in the use of the hotel’s property management system (PMS) and that it is used effectively

Ø       Ensure the accurate running and checking of daily reports, following up on any abnormalities and accurately submit figures as required

Ø       Constantly research, recommend and implement changes to improve the overall efficiency of the department

Ø       Ensure that the hotel is compliant with all hotel and brand standards relating to reservations

Ø       Assess the quality of product and service being delivered by the reservations department on a consistent basis

Ø       Have a thorough understanding of all Company and hotel reward and loyalty programs

Ø       Have a thorough knowledge of all hotel products, rates and packages

Ø       Assist the Rooms Division Manager in producing the annual operating budget and hotel forecasts by accurate projection of rooms related business and expenses

Ø       Ensure that all staff have an understanding of and are adhering to the hotel and Company’s yield management policies

Ø       Maintain an accurate reservation and guest history system

Ø       Upsell hotel facilities and packages and promote this to all other members of the front office and reservations team

Ø       Maintain a comprehensive knowledge of the hotel reservations system

Ø       Maintain an accurate and efficient filing and archiving system for reservations correspondence

Ø       Have a good understanding of other group chain hotels in and be able to cross promote hotels to guests

Ø       Co-ordinate all group reservations and communicate group movement to other departments

 

Yield

 

Ø       Work closely with the Rooms Management team to ensure that hotel occupancy and yield is maximised

Ø       On a daily basis, complete the yield spreadsheets and:

       Update and manage on line PMS

       Update and manage all web sites

       Distribute the 14 day forecast to all department heads

       Liaise with the Director of Marketing and Rooms Division Manager regarding upcoming yield strategies

       Analyse the reporting tools to implement appropriate yield strategies for the next 12 months

Ø       On a weekly basis:

       Prepare the reports for the weekly yield meeting and host that meeting

       Update the Demand and Supply forecast spreadsheet and communicate to department heads

Ø       On a monthly basis:

       Prepare yield reports for the owner’s meeting at the direction of the Director of Marketing and Rooms Division Manager

       Prepare the source of business and distribution report for the Director of Marketing, Rooms Division Manager and General Manager

       Prepare the productivity by rate level report for the Director of Marketing, Rooms Division Manager and General Manager

       Prepare the constrained day analysis for the Director of Marketing, Rooms Division Manager and General Manager

       Prepare an analysis of web site productivity for the Director of Marketing, Rooms Division Manager and General Manager

Ø       Maintain on line PMS in accordance with Company and hotel standards

Ø       Liaise regularly with the Rooms Division Manager and other members of the hotel management team in establishing rates, packages and availability

Ø       Manage the hotels revenue management levels

Ø       Assist the Rooms Division Manager in daily, weekly and monthly reporting tasks

Ø       Ensure a 24 hour turnaround time for all group reservation enquiries

Ø       Run the daily groups meeting

Ø       Ensure that the entry of all bookings is completed in an expedient manner that allows for yield optimisation

Ø       Constantly assess the RM level structure in place and recommend changes to optimise yield

 

F&B

 

Ø       Provide all leads for potential conferencing and restaurant business to the F&B department

Ø       Work closely with Conference and Catering Sales to maximise hotel yield and revenues

 

Guest Service

 

Ø       Deal with all guest enquiries and complaints in a friendly and efficient manner with the overall objective of achieving guest satisfaction whilst not compromising the hotel’s position

Ø       Ensure that any guest enquiries are followed up in a timely nature

Ø       Treat all guests, internal and external, from all cultural groups with respect and sensitivity

Ø       Provide efficient, friendly and professional service to all guests

Ø       Reply to written guest complaints that are directly related to the reservations department within 24 hours

Ø       Ensure that VIP guests are greeted and all requests are met in accordance with hotel and brand standards

Ø       Ensure that a quality service improvement program is established and monitored

Ø       Achieve a level of service quality and professionalism that constantly meets and preferably exceeds the expectations of guests

 

Sales & Marketing

 

Ø       Assist the sales and marketing team in being proactive about the selling of the hotel and its facilities and, actively pursue leads to be forwarded on to the sales and marketing team

Ø       Assist with hotel familiarisations and any other sales activities as directed by the Rooms Division Manager

Ø       Promote and maintain good public relations with travel agents, airlines and commercial organ isations

Ø       Upsell hotel facilities and packages and, promote this to all other members of the front office team

Ø       Have a good understanding of other group chain hotels in Australia and be able to cross promote hotels to guests

 

Human Resources & Occupational Health and Safety

 

Ø       Prepare rosters in a timely manner taking into account any staff requests, forecast business levels, budgetary restrictions, the relevant Award/Agreement and any other relevant legislation

Ø       Responsible for the training of all staff within the department in accordance with the hotel and brand standards manuals

Ø       Ensure that training manuals for the reservations department are in place and kept up to date

Ø       In conjunction with the Human Resources department, ensure proper and timely maintenance of all reservations staff training records

Ø       Ensure that all staff receive performance feedback in an objective and timely manner, including completion of the mid year and end of year performance evaluations in accordance with company guidelines

Ø       Achieve effective communication by conducting regular shift briefings and departmental meetings to cover any updated information regarding policies, rates and general hotel information

Ø       In conjunction with the Human Resources department, be responsible for counselling staff and taking the appropriate action to address behavioural and performance issues

Ø       Develop and implement strategies to minimise staff turnover

Ø       Ensure that all reservations staff are aware of the staff handbook and are working in accordance with the staff handbook

Ø     Supervision and support of the reservations team

Ø     Conduct induction and skills training for all reservations employees

Ø     Demonstrate competency in all duties as outlined in the relevant employment contract, award and/or agreement

Ø     Ensure that all employees are provided with a workplace that is free of discrimination, harassment and victimisation

Ø     In conjunction with the Human Resources department, interview and recruit staff for the reservation department

Ø     Establish and maintain close work relationships with all other departments within the hotel

Ø     Be aware of and familiar with the relevant State and Federal Awards or Agreements pertaining to the hotels employment contracts

Ø     Ensure that all employees on duty are well groomed in accordance with Company and hotel standards

Ø     Ensure that employee morale is promoted through encouragement of teamwork and a positive attitude

Ø     Set the benchmark for all hotel employees by conducting yourself in a professional manner at all times

Ø     Ensure all work areas are maintained in a manner that is conducive to hygiene and safety standards at all times

Ø     Ensure that all Workplace Health and Safety procedures are maintained and followed at all times and, hazards reported to the hotel management team

Ø     Ensure that guest and employee safety is maximised at all times

 

Security

 

Ø       Maintain all assets and equipment of the hotel, reporting on any damages and/or losses as and when they occur

Ø       Ensure that guest and employee security and safety is maximised at all times

 

Finance

 

Ø       Ensure that at all times there is strict adherence to financial management operational policy and procedures as well as internal audit policy guidelines

Ø       Ensure adherence to hotel and Company cash and credit policies

Ø       Know and understand the departmental budget and work within these constraints to achieve the targets set down

Ø       Be proactive in controlling costs by being fully aware of forecasted business levels and budgetary restrictions without compromising hotel standards

Ø       Ensure the accurate submission of time sheets

 

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