Manager, Commercial Tools & Service, Operations

JOB SUMMARY

The Greater China Revenue Management Field Support provides revenue management training communication promotions business process and systems support to all Greater China hotels. This team focuses on all matters related to Revenue Management for the region across all brands including but not limited to promotions annual budget process special corporate pricing One Yield MRDW MARSHA MRDW etc.

The Senior Manager Revenue Management Field Support Greater China provides discipline expertise to support revenue management associates in the development and execution of revenue management strategies. This role identifies creates and coordinates training and education programs to further revenue management knowledge for all addition this role assists in managing discipline communication to and between properties area directors regional vice president and other stakeholders. The Senior Manager also supports global and regional projects and initiatives as delegated by the Director Revenue Management Operations and Franchise Support Greater China.

CANDIDATE PROFILE

Education and Experience

4-year degree from an accredited university in Business Administration Hotel and Restaurant Management or related major; 5 years experience in the revenue management sales and marketing event management or front office area required.

OR

2-year graduate degree from an accredited university in Business Administration Hotel and Restaurant Management or related major; 7 years experience in the revenue management sales and marketing event management or front office area required.

Language requirements:

oFluency in English is required (speaking reading and writing).

oFluency in Chinese is required (speaking reading and writing).

Skills and Knowledge

Detailed knowledge of current revenue management systems and tools (One Yield MARSHA MRDW etc) including how to use them and how to apply results.

Excellent knowledge in both the technical and strategic processes (budgeting pricing etc) of Revenue Management.

Delivers results and demonstrates balanced judgment under pressure; engages in fixing the problem vs. just identifying the problem.

Demonstrated ability to take large volumes of complex information and present it in a clear and concise manner.

Able to translate business needs into actions; ensures that all work is completed effectively; solves problems and monitors the progress of work against schedules and budgets; maintains high performance standards.

Develops and maintains strong relationships with a broad group of stakeholders to foster trust and influence key decisions.

Comfortable challenging organizational norms and accepted thinking to improve effectiveness.

Strategic and analytical thinker; makes decisions using data.

Comfortable with complexity ambiguity and change; supports and manages positive change.

Innovative thinker: able to readily apply past learnings in new situations to generate solutions and/or create something entirely new.

Proactive approach to learning RM practices and concepts from other vendors or industries.

Knowledgeable on all MI hotel brands.

Hotel experience beyond revenue management preferred.

CORE WORK ACTIVITIES

Maintain working relationships with field revenue management teams to stay current on revenue management practices and needs.

Manage and respond to inquiries sent to the team inbox and ServiceNow.

Ensure team members respond to revenue management inquiries accurately and in a timely manner.

Monitor and communicate customer support KPIs in a timely manner.

Maintain proactive and reactive field communication channels (e.g. emails MGS pages job postings etc.).

Create edit and translate business process documents.

Conduct webinars and office hours for revenue management related topics including but not limited to special corporate pricing budget process One Yield updates etc.).

Support revenue management training by identifying training needs and coordinating with continent and corporate resources to develop and deliver appropriate training.

Support participation and pull-through of above property promotions; working with other disciplines to ensure that promotions being developed address the business needs of the hotels in all markets; working with hotels to ensure participation in any promotion that makes sense for the hotel and that promotions are set up and managed appropriately.

Support region continent and global revenue management projects and initiatives.