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To work closely with the Front Office Manager in connection with future availability, budgets and weekly forecasts.
Develop demand trend tables and charts by market segment to support forecast projections. Initiate performance measurements and regular revenue related analysis.
Maintain forecast reliability by constantly measuring accuracy.
Develop reports based on customer stay records data to identify current and emerging buying trends; e.g. Lead Time Analysis, Price Point Production, Room Type Upgrades and Up-sells, etc. Provide Monthly Marketing Diagnostic Reports.
The ability to handle and maintain accurate records on and monitor pick-up, cancellations, no-shows, and sources of reservations.
The ability to create and maintain individual rate codes for each negotiated account as established by the Sales Department.
The ability to establish and maintain the rate code conversion tables between PMS and WRO system. In coordination with the DOSM introduce Yielding tactics to manage demand patterns, including developing periodic Transient and Group Selling Strategies.
Update the property management system with room and rate restrictions to optimize yield.
Manage Delphi Yield System with transient protected rooms and updated Minimum Available Rates. The ability to lead/manage the forecast & management meetings held with the Sales and Marketing Department.
Maintain all lodge distribution channels are in compliance with rate parity and rate integrity disciplines.
Attend Sales Department Meetings and Retreats. To assist in the preparation of the annual budget.
To lead the Lodge’s CIS programs. Develop and monitor Up-selling schemes for both the reservations and front office departments.
Support front desk up-sell program and identify areas of opportunity to optimize up-sell revenue. Assist Director of Marketing in the creation of the annual marketing plan and budget. To develop systems and work procedures for new policies and recommend any improvements to the Director of Sales, Front Office Manager and Lodge Manager.
The ability to ensure all reservations staff and WRO staff are familiar with all guest rooms, selling techniques, lodge facilities, services, hours of operation, key personnel, special activities, functions in the lodge and to ensure proper follow-up on all special guest requests.
To install a sales orientated attitude into the Reservationists, including a complete knowledge of all suites and lodge facilities as well as the local area and closest competitors. The ability to conduct standards testing including call observation.
The ability to conduct regular WRO test calls and provide timely feedback. The ability to establish relationships with other Reservations Managers in the region as well as in Four Seasons.
To prepare for and participate in the bi-weekly BOO meeting, and update the forecast accordingly. Liaise with Planning Committee members to ensure lodge commitment to achieving highest Yield Leadership Development.
To interview and select staff, liaising with the Director of People and Culture Resources and to present likely candidates to the DOSM, Lodge Manager and General Manager.
The ability to conduct follow-up training sessions and provide timely feedback to reservations staff. The ability to develop and mentor the reservations staff for future advancement.
To comply with all Core and Culture standards personally and within the department.
To ensure all members of staff are trained to the standards set by Four Seasons in the Standards