Natasha Roos

Assistant Revenue Manager at NH The Lord Charles Hotel

• February 2007 to August 2016

ASSIST RES MANAGER - NH Lord Charles Hotel 2007 - 2009
Oversee reservations department
Maximize occupancy and room rates, whilst maintaining the highest standard of performance and service.
Familiar with the short and long term availability of the hotel.
Up selling
Ensure that all telephone inquiries are handled politely and professionally and that telephone etiquette and voice tone are appropriate.
Ensure that all written (fax and email) reservation inquiries are responded to within 4 - 6 hours.
Effectively control and manage any overbooking situation, in accordance with the Hotel’s overbooking process.
Ensure that all details for the following day’s arrivals are accurate and complete and are timeously handed to Front Office.
All filing to be efficiently and timeously completed including Reservations Requests, Rates, Web Availability Updates, Deposits and Payments due etc.
Document and submit any leads to the Sales Manager to be actioned and captured on the database.
Ensure that the F/O team is kept updated on any changes to same day reservations or tomorrow’s arrivals.
Assist the team with Ad hoc groups, series groups, large conference groups and maintain excellent telephonic and E-mail communication with clients.
Deal with overbooking of the hotel Yield Management
Building rates into the system with different packages on Opera Fidelio
Ensure that all Travel Agent Commissions are done and handed to accounts for payments

PROMOTED TO RES & EXEC CLUB MANAGER 2009 - June 2015
POSITION HELD - Res & Exec Club Manager
As above with the additional responsibilities for Executive Club Manager
Assist Exec Club staff member get more members in order for us to grow this loyalty program where we need to get guests into the restaurants.
Creating with the help of the Exec Club Portfolio Managers the yearly brochures.
Monthly Exec Club Commissions
Set their yearly targets
Managing websites, block out dates
Duty Manager shifts whereby overseeing entire property.

PROMOTED TO ASSIST REVENUE AND EXECUTIVE CLUB MANAGER - JULY - 2015 to 22 AUGUST 2016
Ensure accurate levels of inventory, based on forecast demand, use of effective restriction methods in periods of high demand, the use of effective space-release policies to maximize rooms and Conference & Banquets revenue.
Loading rates in Opera according to hotel pricing policy
Ensure single image inventory at all times
Ensure accurate content on third party sites by working with the local contacts of TPW to capture the max demand and to achieve the highest possible ranking in all channels available, through all methods available and in line with hotel policies.
Ensure a correct rate & price positioning in each segment, service and season - This is done with close collaborations of the sales, marketing and revenue manager.
Use all tools available to ensure correct pricing information
Ensure RFP requests are handled in a timely manner
Keep an up to date knowledge of all main competitors, continuous analysis of the competitor’s rates for each segment
Monitor and analyse market share (ARI, MPI & RGI) figures and keep an up to date knowledge of the marketplace & demand generators
Communicate on a regular basis with sales, marketing, reservations and operations to keep up to date knowledge of demand generators.
Attends regular Commercial Strategy Meetings.
Reporting for accurate analysis and reporting to sales marketing and revenue manager
Effective and accurate usage of Revenue Management Tools
Tracking and monitoring of top accounts (all segments, incl. TPW) per destination
Displacement Analysis are done where applicable
Regular and accurate forecasting for pricing, selling strategies and budgeting purposes in close collaboration with the sales, marketing and revenue manager.
Duty Manager shifts where I oversee the entire hotel
Overseeing both Reservations & Revenue APRIL 2016 TO AUGUST 2016