reservations supervisor

Summary

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Hyatt Place Kuala Lumpur, Bukit Jalil - marks the first Hyatt Place hotel in Malaysia. Located in Bukit Jalil, an affluent suburb located within the southern corridor of Kuala Lumpur, the hotel features approximately 250 guestrooms, a three-meal restaurant, a large ballroom and 4 meeting rooms as well as a flexible event space on the rooftop, a fitness center and a sky pool.

Main Duties

Administration

§ Ensures that an efficient and accurate filing system, both manually as well as electronically is maintained at all times.

§ Maintain accurate records of pricing strategies, contracts, negotiations, and revenue performance.

§ Generate and distribute regular reports on revenue performance and key performance indicators to relevant stakeholders, including senior management and ownership.

§ Ensure compliance with internal policies, brand standards, and legal regulations related to revenue management and pricing.

§ Define and manage rate rules, restrictions, and booking policies in the property management system.

§ Assists to oversee the organization and storage of relevant data, including historical revenue data and market trends.

Customer Service

§ Collaborate with the front office team to provide guidance on pricing policies, availability, and customer inquiries.

§ Implement clear and transparent pricing policies to reduce guest confusion and enhance trust.

§ Utilize customer feedback and reviews to improve pricing and service improvement strategies.

§ Collaborate with the marketing team to promote and support loyalty programs to retain and engage repeat customers.

§ Assists the Head of Revenue Management to develop packages, promotions, and discounts to stimulate demand during off-peak periods or for specific market segments.

§ To be attentive to respect the privacy / confidentiality of the information or guest name available. Ensure not to transmit any guest name or guest history information.

Marketing

§ Collaborate with the marketing department to align pricing and promotional strategies with marketing campaigns.

§ Provide pricing and inventory data to support content development for marketing materials and online presence.

§ Leverage competitive analysis to inform marketing strategies, including pricing positioning.

§ Utilize customer data and booking patterns to inform marketing timing and campaigns for maximum effectiveness.

§ Support event marketing efforts by providing rate and pricing strategies for conferences and meetings.

Operational

§ Lead efforts to protect revenue by mitigating risks associated with overbooking, under booking, and fraudulent activities.

§ Actively follows up sales leads.

§ Develop and maintain operational procedures for the reservations department to optimize resources

§ Ensures to achieve or exceed the monthly and yearly target of room sales.

§ Manage relationships with third-party vendors providing operational support for reservation systems.

§ Ensures services provided are always carried out according to defined standards with the utmost efficiency, consistency and courtesy as detailed in the Operation Manual.

§ Monitor operational reports and metrics to identify areas for improvement and streamline processes.

§ Maintains a detailed knowledge of hotel facilities, features and services.

Personnel

§ Supports the implementation of The Hyatt Care Purpose, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

§ Promote teamwork and effective communication among reservation, revenue management, and front office personnel.

§ Assists Head of Revenue Management to plan and implement effective training programmes to other related employees.

§ Foster a culture of continuous learning and professional development within the department.

§ Oversee conflict resolution and handle personnel matters with sensitivity and professionalism.

Other Duties

§ Attends and contributes to all training sessions and meetings as required.

§ Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt Hotel Group.

§ Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.

§ Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

§ Ensures high standards of personal presentation and grooming.

§ Responds to changes in the Revenue & Reservations function as dictated by the industry, company and hotel.

§ Carries out any other reasonable duties and responsibilities as assigned.

Qualifications

2-3 years of experience in hotel revenue management or reservations.

Experience with yield management, pricing strategies, and inventory control.

Proficiency in revenue management systems