An ideal candidate must have 5 years of experience in revenue and reservations within a luxury hotel in the Middle East.

Responsibilities

1. General:

• It is part of your role to understand and disseminate/communicate all corporate and hotel policies and standard operating procedures to the colleagues.
• MOHG Code of Conduct requires that all business activities and business decisions comply with the general law, and with all rules, regulations and other requirements.
• It is part of your strategy to fully understand and support in all aspects the Mandarin Oriental Jumeira, Dubai Human Resources Strategic Policy.
• It is part of your role and your responsibility to fully support all learning and development activities.
• On The Job trainers and trainings.
• Group Training Technique trainers and trainings.
• Update and maintain a complete Training Matrix for your department.
• Update and maintain Job Description and Job Specification Matrix for your department.
• Ensure the colleagues’ career path and development needs are being prioritised and documented in accordance with the MO Profile online system.
• Hold monthly meetings with all colleagues to assure they have a forum to voice any concerns or challenges and share departmental and hotel information.
• You shall take all reasonable steps to safeguard stored information, and not divulge or otherwise transfer any personal data concerning the guests, customers or colleagues, or any confidential information concerning the hotel unless with the appropriate authority.
• Use of the hotel’s network, computers or internet access which is in the hotel’s view unreasonable or inappropriate, for example gambling, chatroom, or pornographic material, is a serious breach of hotel policy and grounds for summary dismissal.
• Support and adhere to all policies & procedures relating to Safe, Sound and Sustainable at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy, i.e. to be fully responsible for the content you publish on any social media platform, including your personal site.
• Mandarin Oriental Jumeira, Dubai has zero tolerance on all forms of harassment or discrimination, i.e. it is strictly forbidden to discriminate on the basis of gender, disability, including physical or medical condition, race, colour, religion, national origin, ancestry, citizenship, age, sexual orientation, marital status, or for any other reason.
• Act as a hotel ambassador at all times.
• To carry out any additional duties requested by management, related to hotel operational activities.

2. Managerial Duties:

• Manages team and inventory to maximize revenues at all times as well as guides the team to achieve goals
• Prepares and organizes weekly Revenue Strategy Meetings
• Maximizes occupancy levels and rate by reviewing and revising revenue strategies
• Gathers and analyses statistics, yield information and all other relevant information to identify potential new business, markets and trends
• Prepares three-month market segment outlook and maintains daily monitoring of actual versus forecast for plan achievement
• Ensures team members are developed effectively and generate a culture of high quality standards for relationship building, customer service, selling techniques, billing and processing contracts
• Manages third party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservations procedures, and maximise conversion ratios in order to achieve targets for the department
• Understands the overall market, including competitors’ strengths and weaknesses, economic trends, supply and demand and knows how to sell against them
• Monitors same day selling procedures to maximize room revenue and control property occupancy
• Monitors pick up by segment and group ceilings
• Constantly monitors competitors’ rates
• Has full understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution
• Ensures that audited results meet the standards required in LQE, MOQA and Forbes.

3. Departmental Duties:

• Controls rooms inventory including allocation and reservations to areas of maximum yield and peak dates, develops and conducts rooms-based marketing activities and track sales programs/promotions/advertising and provide feedback as necessary to relevant departments
• Proactively manages inventory for the hotel to maximize revenue in all areas.
• Ensure a consistent and rational hotel pricing and yield strategy across all channels and all segments according to the MOHG pricing philosophy.
• Accurately prepares monthly and weekly Forecasts (Day by Day) for all transient segments, group (based on feedback from Sales/Conference Services) and other business units if required, i.e. function space. Participate in the preparations of the transient and group rooms budgets, with the input of sales and contribute to the development of the transient and group portion of the hotel's marketing plan.
• Prepares transient and group rooms budgets, with the input of sales and contribute to the development of the transient and group portion of the hotel's marketing plan.
• Proactively provides data to the team for the purpose of analyzing and evaluating specific business segments, specific accounts, market segment mix (Group vs. Transient and its sub-segments), room type demand, channel production and geographical mix, recognizing trends and patterns.
• Proactively analyze and communicate business trends and booking pace to revenue team in comparison to the market, last year, forecast and budget.
• Assists in providing recommendations for Corporate and Leisure account strategies based on past production and future expectations.
• Work with the Sales Department and define booking terms and conditions for all transient segments.
• Evaluates Daily, Weekly and Monthly Market Share reports to understand trends and opportunities vs. competitive set and the market as a whole and ensure targeted relative Rev Par positioning is achieved.
• Train revenue and reservations service team members on key areas of revenue and yield management.
• Coach Sales & Marketing colleagues on hotel’s selling strategies.
• Effectively uses systems to determine, implement, manage and control accurate and agreed upon selling strategies.
• Train, manage and develop the Reservations Manager and team to adhere to Revenue Management strategies.
• Ensures that the hotel and MOHG brand image is mathematically integrated into revenue management decisions (i.e.:  Lost-it rates cannot dilute brand image)
• Provide input into the different booking lead times of market segments to facilitate future control
• Monitor and control the hotel's inventory on a daily basis by setting restrictions on the number of rooms that can be sold in each market segment.
• Complete forecasts for the next 3 months and the weekly forecast.
• Prepares month end reports for Executive Committee and General Manager
• Participates in discussion to define rate scales, and ensure correct loading into system
• Works with the Sales department to ensure that contracts are logically and correctly loaded in distribution systems
• Predicts future demand and proactively set controls for managing demand and maximizing revenues
• Provides input in selection process of other booking avenues and contracts (ex:  voice, third-party, websites, etc) to ensure required control mechanisms are available
• Identify future periods where packages might assist in stimulating demand or should be restricted, or where promotions are warranted
• Provide input into market perception based on shifting trends on future demand
• Participate in advertising campaign by ensuring that all information is in the reservations systems, agree possible impact on demand with marketing before campaign is finalized, and ensures room inventory controls are appropriate prior to launch
• Overall responsible for accurate room-night and revenue forecasting, with input from Sales for Group forecasts
• Ensures all requests are handled by the team in time frame set by the company
• Ensure colleagues have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties

4. Customer Focus:

• Supports customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience
• Services our customers in order to grow market share
• Build strong relationships with customers, guests and colleagues in order to gain full understanding of their needs and work to serve them effectively
• Sets a positive example for the Reservations Service Department
• Handles guest complaints and disputes

5. Colleague Relations:

• Develops, implements and maintains a departmental orientation program for colleagues to receive the appropriate new hire training to successfully perform their job
• Manages team performance through developments plans, monitoring progress on a monthly basis
• Utilizes all available on the job training tools for colleagues
• Ensures an excellent working relationship with all colleagues within hotel

6. Administrative Duties

• Prepares weekly and monthly forecasts
• Ensures that all booking systems are maintained to achieve optimal results, liaises with Marketing team to ensure content is up to date
• Completes and analyses month-end reports
• Maintains accurate records of room type selling and sets targets for the team

7. Additional Duties:

• Conducts sites visits as required by hotel operation
• Participates in client entertainment with Sales Department as required
• Joint Sales calls with team as required