Kempinski Hotels -
Company: Kempinski Hotels –
WebSite: Dubai, United Arab Emirates
Job Description:**Job Description: Revenue and Reservations Manager**
**Department:** Revenue & Reservations
**Location:** United Arab Emirates – Dubai
**Position Summary:**
The Revenue and Reservations Manager is responsible for the strategic oversight and execution of revenue maximization strategies across all market segments to achieve budgeted revenue goals. This position focuses on managing hotel accounts, both national and international, pertaining to individual bookings.
**Key Responsibilities:**
* Manages room inventory to optimize occupancy, average daily rate (ADR), and revenue. Responsibilities include monitoring reservation accuracy, ensuring rate compliance across all segments and sources, managing system close-outs as necessary, and overseeing the sales-ability of rates on Global Distribution Systems (GDS).
* Leads, motivates, and develops a high-performing team skilled in up-selling and conversion techniques to meet business demands. This includes participation in staff recruitment, the provision of on-the-job and formal monthly training, and the active supervision and management of performance to guarantee client satisfaction and adherence to Kempinski service standards.
* Cultivates strong working relationships with other departments, particularly the Front Office, and maintains proactive communication with regular guests to identify and address their needs effectively.
* Exercises control over group business rates, low-yield room allocations, complimentary rooms and upgrades, group space blockage, and timely release of unused space, particularly during peak seasons and high-demand periods when occupancy is projected above 85%.
* Collaborates closely with the Corporate Office and distribution partners to ensure accurate and up-to-date hotel information, facilitating effective room sales. Regularly reviews rates and availability on distribution channels, maintaining sufficient inventory for high-yield segments.
* Ensures all contracted rates are accurately loaded into the GDS and Property Management System (PMS) to facilitate seamless reservations for global clientele.
* Conducts regular market analysis, including monitoring booking trends, performing test calls, and analyzing competitor rates. Disseminates pertinent market information to relevant stakeholders.
* Collaborates with the sales team to analyze and forecast room business on a daily, weekly, and monthly basis (using a 3-month rolling forecast), ensuring that relevant departments have ample time to prepare and execute their strategies.
* Supervises Reservations Agents in their daily tasks, including reservation pick-ups, travel agent commission processing, and client communication.
* Assists in the preparation of the annual rooms budget and manning guide for the Reservations department, managing resources within budgetary guidelines.
* Tracks and prepares required reports for monthly submission to the Administration Office. Supports the Director of Sales and Marketing in the development of annual and monthly sales action plans.
* Conducts follow-up analysis of lost business, communicating findings to department superiors.
* Researches economic data, industry developments, company expansions, new projects, and emerging business centers, disseminating relevant information to colleagues.
* Monitors competitor activity, including occupancy rates, structural changes, renovations, marketing campaigns, and promotional events.
* Ensures customer updates regarding hotel developments are disseminated through the website and other available channels.
* Keeps reservation staff informed of all hotel and company changes or developments.
* Conducts daily spot-checks of reservations and reviews VIP arrivals.
* Prepares and submits monthly reports as required.
* Maintains adherence to established standards and procedures.
* Provides training, development, and motivation to staff to enhance productivity.
* Informs the department of changes in customer profiles.
* Monitors market trends and suggests appropriate actions to the Director of Sales and Marketing.
* Monitors reservation pick-up for the upcoming month and shares information with the Sales & Marketing team.
* Monitors group bookings and collaborates with the group department to achieve budgeted figures.
* Maximizes employee productivity and morale within the department, consistently maintaining discipline within hotel guidelines and local regulations.
* Schedules employees in line with fluctuating business levels to optimize productivity and minimize payroll costs.
* Selects and recruits qualified candidates for the department, adhering to established policies and procedures.
* Maintains a comprehensive understanding of all departmental tasks and possesses the ability to supervise, train, correct, and demonstrate these duties according to established standards.
* Trains employees to ensure they possess the necessary skills to perform their duties efficiently and productively.
* Conducts annual performance evaluations.
**Competencies:**
* Proficient in Opera central systems.
* Expertise in Opera PMS is essential.
* Minimum of five (5) years of experience in reservations, electronic distribution, or related departments.
* Demonstrated track record of increasing revenue streams or improving the performance of a property or multiple properties.
* Comprehensive knowledge of revenue management and market performance reports.
* Excellent oral and written communication skills in English.
* Proficient keyboarding skills and working knowledge of Microsoft Office suite (MS Word, Excel, and PowerPoint).
* Familiarity with PMS, Opera, IDEAS, and EZYield or RateTiger.
* Ability to analyze data, draw meaningful conclusions, and make sound strategic decisions.
* Knowledge of industry-specific terminology such as ADR, RevPAR, on-the-books, etc.
* Adaptability to a rapidly changing market environment. Proactive and innovative thinking.
* Ability to perform under pressure.
**About Kempinski:**
Founded in Germany in 1897, Kempinski Hotels maintains a long-standing tradition of European hospitality. Synonymous with distinctive luxury, Kempinski operates in many of the world’s most renowned cities and resorts. The Kempinski collection includes grand hotels, modern establishments, and hotels of individual charm, each blending seamlessly into its surroundings and offering luxurious accommodations, exceptional cuisine, and unparalleled facilities, complemented by impeccable service. Kempinski is the preferred choice for discerning individuals seeking style, mobility, and efficiency. In addition to operating leading city hotels, Kempinski has expanded to exciting resort destinations, combining local ambiance with international standards of service and luxury.
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