Revenue & Reservation Executive

• Handle all reservations for corporate and personal clients including online travel agents, internal and ad-hocs hotline bookings for hotels.
• Liaise with bookers, hotels, and sales to ensure smooth pre arrival experience.
• Ensure proper handling and closure of hotel reservations. Input and update all reservations, record all special requests or changes made to the reservations and arrange for arrival and departure transfers.
• Ensure the timeliness of replies and accuracy of reservations forms at all times through answer calls, reply emails and faxes. Send extension check emails to corporate clients and ensure they reply within the dateline.
• Prepare confirmation letters and send to guests. Keep proper filing and recording of all correspondences.
• To adhere to and support hotel related policies and procedures.

OTA & Brand Website Channel Optimization

1. Implement strategies for Online Travel Agencies (OTA), inclusive but not restricted to:

Analysis - Provide in-depth analysis of the OTA business relevant in driving the mid to long-term strategic direction for OTA. Analysis includes:

(i) Typical revenue management analytics. (E.g. lead time, source markets, nationality, rate plan, etc.)

(ii) Market intelligence. (E.g. from OTA partners, Singapore Tourism Board, competitors, etc.)

(iii) Actual guest profiles and behavior. (E.g. purpose of travel, propensity to choose certain hotels, etc.)

(iv) Cross analysis of OTA statistics. (E.g. conversion rate for each hotel per OTA, ranking, etc.)

(v) Measuring customer loyalty per channel.

(vi) Measuring effectiveness of strategies.

New Partners - Secure, work with, and optimise our distribution with new OTA partners. New OTA partners includes:

(i) Localized OTA sites. (Eg Rajakumar)

(ii) Niche sites. (E.g. Tablet)

(iii) Device-specific sites. (E.g. Hotelquickly)

(iv) Deal sites. (E.g. Groupon in Australia)

(v) Other sites.

Existing Partners - Work with existing OTA partners in optimizing production. This includes:

(i) Review of current system setup.

(ii) Relevance of rate plans.

(iii) Improve hotel visibility (E.g. ranking) and webpage visitors.

(iv) Improve conversions.

(v) Securing of marketing collaterals and PR coverage for tactical campaigns.

(vi) Planning for longer-term group-wide campaigns.

(vii) Planning for activities based on findings from regular in-depth analysis.

Content

(i) To work with marketing / marcom team on driving OTA content.

(ii) Work with properties on improving OTA reviews.

Marketing Support – To work with marketing team on a sustainable, holistic, marketing plan that will tie in together the OTA strategies. Areas where marketing support can come in includes:

(i) Working on key source markets.

(ii) Working together with distributors. (E.g. Groupon Australia).

(iii) Working together with key partners. (E.g. BCA).

2. Implement channel manager strategies.

3. To work on improving the brand website production. Work with marketing and digital team to drive brand website production, including:

(i) Ensuring of parity between OTA promotions and IBE promotions (e.g. ensuring OTA deal of the days are also extended to IBE).

(ii) Relevance of rate plans.

(iii) Planning of group-wide promotions (e.g. Holiday Savers) and members-only deals.

Reports - To complete the following regular reports:

o Daily pickup report.

o Public channels revenue meeting report.

o REIT report statistics and other ad hocs REIT reports.

o IBE reports.

Financial Responsibilities

o Review and compile annual budget submissions.

Coverage – To cover assistant revenue manager 2 when he or she is on leave.

Occupational Health & Safety Responsibilities

• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same.
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures.
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers.
• Log security incidents and accidents in accordance with hotel requirements.