Acting Revenue & Reservations Manager
Mandarin Oriental
Total years of experience :7 years, 5 Months
• 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
• 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
• 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