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Acqualina Resort & Residences on the Beach · 1 day ago

Director of Revenue and Reservations

United States

Full-time

Remote

Lead/Staff, Director/Executive

2+ years exp

Acqualina Resort & Residences on the Beach is committed to investing in its people and fostering a supportive work environment. The Director of Revenue Management will utilize data and forecasting to optimize the financial results of the resort, focusing on yield management and maintaining high service levels.

HospitalityHotelLifestyleResorts

Responsibilities

Maintain complete knowledge of and comply with all reservations departmental policies/service procedures/standards, to include Lease Agreements, serve as key contact for unit owners

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended

Anticipate guests’ needs, respond promptly and acknowledge all guests/residents, however busy and whatever time of day

Maintain positive guest/resident relations at all times

Resolve guest complaints, ensuring guest satisfaction

Monitor and maintain cleanliness, sanitation and organization of assigned work areas

Maintain complete knowledge of:

All resort facilities/services, hours of operation

All guest room layouts, bed types, décor, appointments, and locations

Room availability for any given day

Restricted dates, rates and room types

All room rates, packages and promotions

Specific arrangements between resort and travel agencies, corporate reservations center

Entertainment/special events scheduled in the resort

Communicate anticipated business demands daily with each employee (arrivals/departures, group functions, guest requests, etc.)

Implement yield movement strategies and provide selling instruction to the sales and reservation agents and front office agents

Work with other departments to understand how their revenues are organized, top selling items and services, cost and inventory, in order to develop strategies to improve profitability and revision of offering to best serve the guest while increasing revenues

Collaborate with other departments on solutions to unite the information we receive from our guests on different systems (Open Table, Alice, etc) to offer a deeper understanding of each customer’s behavior, as well as a broader comprehension of who our target audience is and what they value

Continue the process of creating and enhancing a loyalty program to recognize Acqualina’s repeat guests through tiers, and collaborating with marketing and operational departments on how to operationalize and calibrate the program consistently

Supervise Reservations Department activities and conduct 1:1 with Director of Reservations weekly

Lead Rooms Revenue Meetings Weekly

Report Revenue stats on weekly basis as well as Sub Market Pace

Develop solutions to facilitate forecasting process and improve forecast accuracy

Prepare and distribute weekly/monthly/annual forecasts

Maintain Monthly calls with LHW’s Director of Business Development to understand challenges and opportunities to the Miami Market

Provide suggestions to promote room categories based on Unit Usage Report

Provide LHW membership ROI and transaction costs

Ensure a fair unit rotation system is in place, and SOPs are established and adhered too

Audit rotation process every quarter to ensure unit owners receive incline in income

Analyze effectiveness of promotional programs. Create regular communications as required to promote any tactical offers together with S&M Team

Prepare NET rate analysis to ensure pricing strategy is in line with objectives

Communicate business trends, challenges and opportunities

Implement best practices for sales and reservations

Review STR Reports and Hotelligence results weekly, monthly and quarterly

Ensure month end production reports to include LHW, GEO, Booking Engine, TA, Tour Operator, Group etc. are prepared on time

Become key operator for SMS, IDeaS, DataVision, SynXis (Sabre), Revinate CRM (Navis), Onyx, OTA Insight, Canary Technologies, Hotelligence (Travel Click) and source alternative options if needed

Assist with Trip Advisor Business Listing and Trip Connect, if needed

Improve electronic reservation experience and audit Acqualina’s online booking engine frequently

Serve as the key contact for content development on all OTA internet partnership websites/links as well as Leading Hotels Core Marketing Programs, Expedia, Bookings.com etc

Review Trip Advisor check rates and other sources of direct links to our website to ensure we are positioned with Best Available Rate and offering to consumer

Report group and tour operator trends and determine restrictions and allotment control

Work closely with the front office department on the delivery of all special requests and amenities

Provide on going reports that demonstrate the effectiveness of the reservations department

Assist in the development of reservation incentive programs

Ensure all HODs are up to date

Facilitate the loading of all rates including negotiated and promotional rates

Communicate all conversion results and booking window

Maintain Revenue Management SOPs

Respond to incoming calls

Access and ensure that Reservation Agents properly access all functions of Springer Miller system

Monitor group reservation activity daily and communicate status with Sales Department

Assist Reservations staff whenever necessary in performing all job functions

Communicate designated VIP reservations to the CEO, DOS and GM and department managers

Review no-show reservations and process charges. Track group no- show reservations and distribute to Sales Department

Compile reports on no-show for future business forecasting

Spot check accuracy of codes, rates and guest information

Audit Rate Codes and Group Rate Plans

Communicate room availability (particularly status changes on any date) to Reservations staff and Front Office Manager

Review any reservations erroneously taken during restricted dates with individual responsible

Monitor wait list and determine priority of guests to be contacted for room availability

Monitor system problems, maintain log of such and coordinate corrections with the service company representative

Assist with preparation of daily room revenue budget on annual basis

Prepare monthly financial room stats commentary

Prepare work orders for maintenance repairs and distribute to Engineering

Accept Additional Duties as needed

Assist in Front Desk areas as assigned

Attend weekly departmental and other mandatory meetings

Participate in daily Huddles

Qualification

Revenue ManagementYield ManagementForecastingData AnalysisMS ExcelSpringer Miller SoftwareSales ForceDataVisionGoogle AnalyticsFluency in EnglishFluency in SpanishCommunication SkillsTeamworkProblem Solving

Required

High school graduate

2 -3 years experience as a Revenue Manager

Fluency in English. Strong written, verbal and non-verbal communication

Must be proficient in MS, Excel, and Springer Miller Software

Familiarity with yield management and forecasting

Ability to: Exert physical effort in transporting 5 pounds to 20

Endure various physical movements throughout the work areas

Reach 12 inches

Remain in stationary position for 6-8 hours throughout work shift

Satisfactorily communicate with guests, management and co-workers to their understanding

Preferred

College degree

Fluency in a second language, preferably Spanish

Experience with MS PowerPoint and DataVision, Sales Force, IDEAS, Goggle Analytics

Previous experience in hospitality industry, preferably in a 4 or 5 star Hotel/Resort

Benefits

Medical, Dental, Vision Insurance

Life Insurance

401K Program

Paid Holidays and Vacation

Outstanding Recognition and Awards Program

Effective Training Programs

Tuition Reimbursement

Complimentary Parking and Meals in Dedicated Employee Restaurant

Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases

Management Programs to Progress on Your Career Journey

Health and Wellness Fairs

Company

Acqualina Resort & Residences on the Beach

The sophistication of a Mediterranean villa combined with the beautiful oceanfront location on Florida’s Riviera makes Acqualina Resort & Residences on the Beach the perfect 5 star, 5 diamond vacation resort.

Founded in 2006

Ocean Isle Beach, North Carolina, USA

201-500 employees