James Mullins, Acting Revenue & Reservations Manager

James Mullins

Acting Revenue & Reservations Manager

Mandarin Oriental

البلد
الإمارات العربية المتحدة - دبي
التعليم
بكالوريوس, Hotel Management
الخبرات
7 years, 5 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :7 years, 5 أشهر

Acting Revenue & Reservations Manager في Mandarin Oriental
  • قطر - الدوحة
  • نوفمبر 2018 إلى يوليو 2020

• Achieved highest ADR in comp set
• Achieved Forbes 5 Star award in first year of operations
• Achieved high score of 96% LQA audit for 2019
• Reservations team account for 40% of all room revenue through email and telephone bookings in 2019
• Achieved 90% in call answer percentage for year 2019
• Attributed to achieving a higher ADR in the Corporate (5%) and Total (3%) segments than budgeted
• Grew package segment from 8% to an average of 14% by end of 2019 by focusing on value adds instead of discounting.
• Maximized room revenue contribution by yielding the rates through upselling, increased BAR rates over peak periods and placed required restrictions on both inventory and rates.
• Reduced payroll cost by introducing a lean operation through productivity analysis of Reservations operations
• Managed and optimised distribution channels, audits loaded rates to ensure accuracy and monitors rate parity with 3rd party OTAs and measures performance of channels
• Prepares and sends weekly pace reports
• Prepares and send month end reports to corporate office
• Assists Direct of Revenue in budgeting process, revenue and sales strategy planning for property
• Creates daily and weekly forecasts.
• Chairs weekly Revenue Optimisation meeting and prepares daily pick up report
• Ensures reservations agents are complying with Mandarin standards and procedures through monthly 3rd party audit calls.
• Creates action plans to improve performance of department and collaboration with other key stakeholders and conducts annual performance evaluations.
• Actively communicates selling strategy to key departments.
• Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy
• Ensure all internal package breakdowns are loaded and in line with the financial department.
• Controls no show and late cancellation charges
• Spot-check reservations made the previous day, checks all VIP arrivals and communicates with concerned management
• Sets monthly upsell targets for hotel

Manager on Duty في St Regis Hotel
  • الإمارات العربية المتحدة - دبي
  • سبتمبر 2017 إلى أكتوبر 2018

• Manages Front Desk, Concierge and Telephone teams and ensures performance and KPIs are exceeding expectations.
• Analyses business practices and identifies opportunity for improvements
• Assists in preparing the departmental annual budget & analysing monthly P&L statement
• Maximises revenue from front desk by strategically managing house inventory, upgrading guests and selecting upsell opportunities to maximise RevPAR and ADR.
• Audits rate variances on daily basis and ensures accuracy.
• Responsible for preparing the daily, monthly forecast and pick up reports
• Tracks daily statistics for analytical, budgeting and forecasting purposes.
• Manages and implemented special projects relating to the front desk including implementation of upsell program

Assistant Front Office Manager في Westin Hotels
  • قطر - الدوحة
  • سبتمبر 2014 إلى نوفمبر 2016

• Responsible for the loyalty program as champion, led the property in exceeding its SPG targets and implemented the program in pre-opening
• Exceeded targeted Guest Experience Index within 6 months of opening
• Led the implementation of the upsell program, a 6 Sigma project, for the Front Office on schedule
• Managed, mentored and coached 30 associates and assisted in overseeing a team of 60.
• Oversaw the operations for 3rd party companies relating to the Front Office
• Assisted the Director of Guest Services with budgeting, associate requirements and operational planning, and ensuring department was meeting Profit and Loss budget and forecast,
• Ensured administrative tasks not limited to, but including payroll, duty roster, overtime and requisitions were completed on time
• Selected and interviewed associates for the Guest Services department using behavioural interview method
• Conducted performance evaluations on associates

Management Trainee cum Duty Manager في Radisson Hotel Group
  • قطر - الدوحة
  • يونيو 2012 إلى سبتمبر 2014

Management Trainee

الخلفية التعليمية

بكالوريوس, Hotel Management
  • في Oxford Brookes University
  • يونيو 2012

Specialties & Skills

Training and Development
Hotel Reservations
Pricing
Revenue Management
Pre opening
Hotel Revenue Management
Hotel Operations
Hotel Reservations
Market Analysis

اللغات

الانجليزية
اللغة الأم
الايطالية
مبتدئ

التدريب و الشهادات

Hotel Revenue Management (الشهادة)
تاريخ الدورة:
January 2019